TENNESSEE -- This is the worst experience I have ever had with a company. It took 3 weeks to get someone out to my home to look at my AC from American Home Shield. As I had a 2 week old baby who couldn't regulate his temp by sweating I was very concerned about heat stroke. No one did anything until I had two estimates to fix (my cost). After that they requested that their own techs come out. A to Z plumbing came out. They estimated 1/4 the cost to replace the coil (covered by program) and 4x the amount to refill with R22 (not covered under the program). If this seems dishonest to you, you are not the only one.
I have now replace the first AC unit myself. I have requested that a manager give me a call 6 times and have never received a call back. On an estimated $2,000 repair they are offering a $400 cash out. I have had to call over 30 times to the company and been on hold for 20+ hours. They have repeated said they will email me with details on how to submit the cost of the first replaced AC unit but never have. They will say that they will do something to get you off of the phone but never follow through.
BRADENTON, FLORIDA -- We attempted to use the warranty that was included with our new home purchase. On hold for 1 hour... yes, 1 hour... on a Sunday to get help with a plumbing problem. My husband finally got through, and they told us their contracted plumber would be calling us tomorrow in the morning, for an appointment that day. By 11 AM, and no call, I called the plumber myself. They never received a work order from AHS. Called AHS. On hold for over an hour on a Monday. Finally got through, and the representative hung up on me while she went to check. This is absolutely ridiculous. Very Incapable.
PASADENA, MARYLAND -- American Home Shield is very incredible for me. I've been here four years and every year I had something go wrong and they would come out and fix it. They have done the refrigerator, the microwave, the heating unit, and the hot water tank. I've been with them for over 10 years. I used them at my old house and almost every year, they came out to do the central air unit because something would go crazy with it. They always came out to do my heating unit once a year, checked on it and made sure it was running fine.
The most recent claim I submitted was for a water leak. When I turn one of the controls that cuts off the water line to the outside line, it leaks. The gentleman from American Home Shield came out and explained what kind of faucet it was and how to use it.
I have never had one bad technician come to my house. Everyone on the team has explained everything to me so that I understood it and then gave me options on how to fix an issue. The hot water tank was really bad because the element had gone up and the inside of the tank was bad, and the technician said there was no way they were going to be able to replace the element. They're going to have to replace the whole tank. He called AHS and they approved it. Without him, I would not have known what was wrong with the tank. My experience has been remarkable and always professional. They were proficient in getting an issue done the first time.
COPPELL, TEXAS -- My wife and I purchased a home warranty from AHS based on previous reviews. We purchased a 1 year comprehensive home warranty. We called AHS because one of our a/c units was not cooling, repair denied. AHS said the pipe around the a/c unit had rust, blamed the sprinkler head, but could have been caused by rain. We paid the $125.00 service fee to service vendor and we still had to pay the vendor to do repair. The next time we called AHS, our pool pump started making bearing noises. Again we were denied claim approval. AHS said the pump still works. But it's making bearing noise and that is not how the pump was manufactured to work.
Again we paid the $125. Vendor service fee. After three claims denied, we canceled because their warranty is not worth the paper it's written on. 12 month coverage, canceled after 6 months. Paid $711.88, refunded $79.74. Charged admin fee $59.32, charged contract cost incurred fee $192.50, prorated cost $380.32. AHS looks for excuses to deny claims and then pocket as much money through the cancellation process. BUYER BEWARE. DO NOT BELIEVE THEIR 4-5 STAR REVIEWS!!!
GASTONIA, NORTH CAROLINA -- Our geothermal heating and air conditioning was not cooling in two of our units. They save you a lot of money and energy but they are expensive and are worth $12,000 to replace. We were thrilled by the service we got from American Home Shield. The first contractor they sent said that he didn't do this type of units but he sent someone who did. The guy said that the units are fine, however, they're not getting water. So they sent in a plumber because that's what they needed to do. The plumber came out and tracked where the water came in from. He found a switch, turned it on and water started going to the unit. I'd give them a very high rating for that service call.
NORTH LAS VEGAS, NEVADA -- I have tried two other home warranty companies and American Home Shield has been the best so far. Their price is right and the techs they have sent out were better 95 percent of the time. I would have no problem recommending them compared to the other companies.
However, when they sent out a technician, they told me that I have to pay him. But when the technician came, he said that I didn't need to pay. Then he sent a bill to AHS and they sent a notice saying I'm past due. That upsets me. I got to sit on the phone for an hour and a half to finally talk to somebody to find out why I'm past due and I did not like that. I took care of it and paid them but I made them send me a bill to show me exactly what I was paying before I did.
The other company I had before them was okay but they went up on their prices. For me to have the coverage, they were going to cost me a thousand dollars a year. American Home Shield told me I would stay at the rate that I'm at now. I don't know if that's true. I'm willing to stay with them and if they go up a little bit I can deal with that. But if they go up a couple of hundred dollars a year, I'm going to be looking for somebody else.
MOUNT SINAI, NEW YORK -- When I have a claim, I call American Home Shield and they tell the contractors what I need done. Sometimes, they tell me they'll get a contractor with me within 24 to 48 hours which is great. Sometimes the contractors they pick out of the rotation are excellent and sometimes they're not which I have complained about. They've always been courteous in getting it done to change it around.
But a lot of the times, I'll ask for these specific people and they tell me, "We can't do that." And I understand that, that's not their job on the phone. They're following policy. And if I get on a supervisor or a manager, they understand and change it immediately. When they get to the people that should be coming, it's phenomenal. I had three things done this year and the people who came out were very good. So I'm very pleased with it.
The people that I've seen the worst problem with is Sears. Every time they come to me, there's always a problem so I didn't want them coming here anymore. When they send somebody from there again, I'd say, "No" and that I would like to reiterate that I haven't had any good from them.
GLENDALE LUKE AFB, ARIZONA -- I had American Home Shield when I had a house in Pennsylvania and never had a problem with the people coming out. However, lately, since I moved into my new house, I'm not really happy with AHS. I filed a claim about my air conditioner and the contractors came out three or four times to work on it.
As far as I'm concerned, they are working for AHS to not really fix it to the way it should work. I had an independent person come in and take a look before I even put in a claim who said that it can't be fixed and needs to be replaced. But the individuals that they sent wanted to keep trying to fix it. I've called AHS about it and they gave me the brush-off. They're obviously not listening to me. I'm going to look for someone else. My daughter also had American Home Shield and she's unhappy with them too.
HINESVILLE, GEORGIA -- Submitting a claim with American Home Shield for our plumbing issues was very easy. I'm very glad that when we called AHS. They were able to give us information right away. They answered my questions and let me know about what my policy covered. They sent me another one so that I could review it and that helped out. They were very informative and very patient with my questions.
The contractor answered a lot of our fears about what was going on because we thought our plumbing issues were going to be worse than they were. They showed us what was going on, what happened, why the plumbing had come about, what was wrong at that time, and how we could correct it so that it would not happen again. Since the repair, our plumbing has been working nicely and I'm satisfied. I have told my friends that if they haven't had anything on their home to take care of, American Home Shield would be the best way to go.
My only concern was my policy was working fine, but later on I discovered that I needed to get something else and I changed it, and when I went back to try to change it again I had gone past the 90-day expiration by two or three days and I couldn't get the payment when they would show up lowered. It was $75 at first then I changed it to include some things and it went up to $125. I had called to get the payment back down to $75 but they said I won't be able to get it changed until next year.
FENELTON, PENNSYLVANIA -- Submitting a claim with American Home Shield has been very easy. They worked on my stove recently and I also just got another appointment with them tomorrow. I put this claim over the computer, but a lot of times, I call them to set up the appointment. A technician contacts with me within 24 hours. They are very fast. So far, the technicians that were sent were very courteous.
I used to have Sears warranty and they were really good but they were getting ungodly expensive, and American Home Shield is very reasonable and it covers a lot more items. And then, I'm not hit with surprise repair bills. Last winter, our furnace needed a part which was $700, and all I had to pay was $75 and AHS covered it all. AHS is way better than Sears' warranties.