AHS was adequate in its response to my service request. The HVAC contractor was assigned promptly, however do to seasonal demands, they kept me in a hot house for ten days and ten restless nights. If I were managing them, I would have a backup plan to give better, i.e. more timely, customer service. When the contractor arrived, everything went beautifully. I suppose," good things come to those who wait."
American Home Shield
Company Highlights
About American Home Shield
PUT SOME PREDICTABILITY BACK IN YOUR BUDGET.
Protecting Your Largest Investment
How It All Started
Buying a house can be exciting, but also kind of scary. Back in 1971, we decided to make that process a little less scary by founding the home warranty industry. Before American Home Shield, there was nothing to protect homeowners from the expensive and unexpected repair and replacement costs that are inevitable with home ownership. Things like having the stove or washer stop working at the worst possible time or having the A/C quit in the heat of summer. We decided to change all of that and founded the home warranty industry. Our Commitment Continues Today we're the undisputed leader in home warranties, helping to provide peace of mind to millions of homeowners, regardless of the age or condition of their home. We also provide the convenience of having a single number to call when something goes wrong. Whether you are in the middle of purchasing a home or if you've lived in your current home for years now, we've created a home warranty plan designed to put the control of responsible homeownership back in your hands. With over 16,000 contractors across the nation and the most comprehensive coverage on the market, we've got you covered.
- 55 years in business
- Servicio en Español
Frequently Asked Questions
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Homeowner Reviews
3,639 reviews
I have had AHS for over 44 years (2 houses). For the most part I have been 100% satisfied. We've had a few issues but, again, I have mostly been satisfied. Recently we had AHS send a company out as one of our a/c units wasn't working. I had felt sure that the company would try to sell us a new unit but was totally wrong. The company who came out was quick and replaced a capacitor. That was it. Very happy.
After five years as an American Home Shield customer, I have officially canceled my policy. In those five years, I’ve only had to file two claims, and unfortunately, both experiences were extremely disappointing.
My family has now been without air conditioning for two months during the Texas summer. I have a 3-year-old and a 7-year-old, and despite explaining the urgency, American Home Shield continues to tell me the parts are on backorder with no estimated delivery date. They refuse to replace the unit, even though there is no timeline for when the repairs can be completed.
Every time I call, I get transferred from one representative to another. I’m repeatedly told to wait another 2–3 days for an update, only to receive no real answers. The lack of communication and customer service has been unacceptable.
American Home Shield assigned American Air Conditioning & Heating Co. to handle the repair. It took them two weeks just to submit their diagnosis. When I finally spoke with someone at the company, the representative was rude and unhelpful. To make matters worse, after their technician worked on my unit, two additional parts failed. Instead of accepting responsibility, they claimed the damage was pre-existing and refused to cover the repairs, even though those issues occurred after their service.
American Home Shield needs to do a much better job vetting the contractors they send into customers’ homes. They should partner with companies that have knowledgeable technicians, excellent customer service, and prompt response times. Based on my experience, this contractor fell far short of those expectations.
Sadly, this isn’t my first bad experience. My previous claim was for a washing machine, and it took two years to get that issue resolved. Now I’m dealing with two months without air conditioning. After two terrible experiences, I can no longer recommend this company.
If you’re considering American Home Shield, I strongly encourage you to read the reviews—especially the negative ones—before purchasing a policy. A home warranty is supposed to provide peace of mind during stressful situations. Unfortunately, my experience has been the exact opposite. My family is also canceling their home warranty with them because of this experience, they worry it could happen to them too. When I was canceling with them. They offered me $256 as a cash out, which I feel is a slap in my face. Glad I don’t have to deal with them anymore. Going to find a new warranty company.
My family has now been without air conditioning for two months during the Texas summer. I have a 3-year-old and a 7-year-old, and despite explaining the urgency, American Home Shield continues to tell me the parts are on backorder with no estimated delivery date. They refuse to replace the unit, even though there is no timeline for when the repairs can be completed.
Every time I call, I get transferred from one representative to another. I’m repeatedly told to wait another 2–3 days for an update, only to receive no real answers. The lack of communication and customer service has been unacceptable.
American Home Shield assigned American Air Conditioning & Heating Co. to handle the repair. It took them two weeks just to submit their diagnosis. When I finally spoke with someone at the company, the representative was rude and unhelpful. To make matters worse, after their technician worked on my unit, two additional parts failed. Instead of accepting responsibility, they claimed the damage was pre-existing and refused to cover the repairs, even though those issues occurred after their service.
American Home Shield needs to do a much better job vetting the contractors they send into customers’ homes. They should partner with companies that have knowledgeable technicians, excellent customer service, and prompt response times. Based on my experience, this contractor fell far short of those expectations.
Sadly, this isn’t my first bad experience. My previous claim was for a washing machine, and it took two years to get that issue resolved. Now I’m dealing with two months without air conditioning. After two terrible experiences, I can no longer recommend this company.
If you’re considering American Home Shield, I strongly encourage you to read the reviews—especially the negative ones—before purchasing a policy. A home warranty is supposed to provide peace of mind during stressful situations. Unfortunately, my experience has been the exact opposite. My family is also canceling their home warranty with them because of this experience, they worry it could happen to them too. When I was canceling with them. They offered me $256 as a cash out, which I feel is a slap in my face. Glad I don’t have to deal with them anymore. Going to find a new warranty company.
We pay a monthly service fees to American Home shield to ensure our appliances are working. The dishwasher leaked on my wooden floors and ceiling costing $38,000.00 to my home. I am writing to formally express my dissatisfaction with the handling of my dishwasher claim.
My dishwasher is approximately 12 years old and is no longer functioning. A service technician was assigned over a month ago to inspect the appliance; however, I have been informed that American Home Shield is still waiting for the technician's report. During this time, I have not received any meaningful updates, nor have I seen any evidence that American Home Shield has taken appropriate steps to obtain the report or move my claim forward.
As a customer, I purchased a home warranty with the expectation that covered appliance failures would be handled promptly and professionally. Instead, I have experienced unnecessary delays, poor communication, and a lack of follow-through. Waiting more than a month without a resolution for an essential household appliance is unacceptable.
I respectfully request that American Home Shield immediately:
Replace my dishwasher without any further unnecessary delays.
Provide me with a written update regarding the status of my claim and the timeline for resolution.
The level of service I have received does not reflect the commitment to customer support and timely repairs that American Home Shield advertises. I expect this matter to be resolved as quickly as possible.
My claim continues to be ignored.
I appreciate your immediate attention to this matter and look forward to receiving a prompt response and resolution.
Sincerely,
Mr. Boone
My dishwasher is approximately 12 years old and is no longer functioning. A service technician was assigned over a month ago to inspect the appliance; however, I have been informed that American Home Shield is still waiting for the technician's report. During this time, I have not received any meaningful updates, nor have I seen any evidence that American Home Shield has taken appropriate steps to obtain the report or move my claim forward.
As a customer, I purchased a home warranty with the expectation that covered appliance failures would be handled promptly and professionally. Instead, I have experienced unnecessary delays, poor communication, and a lack of follow-through. Waiting more than a month without a resolution for an essential household appliance is unacceptable.
I respectfully request that American Home Shield immediately:
Replace my dishwasher without any further unnecessary delays.
Provide me with a written update regarding the status of my claim and the timeline for resolution.
The level of service I have received does not reflect the commitment to customer support and timely repairs that American Home Shield advertises. I expect this matter to be resolved as quickly as possible.
My claim continues to be ignored.
I appreciate your immediate attention to this matter and look forward to receiving a prompt response and resolution.
Sincerely,
Mr. Boone
This was my first experience with American Home Shield after switching from First American Home Warranty, and I could not be happier! AHS was quick to respond, the HVAC contractor they assigned to my job was knowledgeable, experienced, and a pleasure to work with. He explained things in detail to me so that I could make an educated decision. Understanding my situation, their technician came back to my home at the end of a busy day when he could have pushed the appointment to the next day. And he got my AC up and running before the long July 4 holiday. It was such a pleasant experience!
My dealings with First American were the exact opposite: they assigned sub-standard contractors who showed up with an attitude, and when I questioned AHS about bad reviews and their contractors' treatment, they said I could use my own contractor if I wished and then reimbursed me for a fraction of what they said they would pay me--after sanctioning my decision. And, they refused to give me a higher supervisor to communicate with and request a separate review! BUYER BEWARE: DO NOT DO BUSINESS WITH FIRST AMERICAN HOME WARRANTY.
American Home Shield is a breath of fresh air, and I'm delighted to have made the switch!! AHS is worth every penny in quality contractors, responsiveness, integrity, and professionalism, when you need it most.
My dealings with First American were the exact opposite: they assigned sub-standard contractors who showed up with an attitude, and when I questioned AHS about bad reviews and their contractors' treatment, they said I could use my own contractor if I wished and then reimbursed me for a fraction of what they said they would pay me--after sanctioning my decision. And, they refused to give me a higher supervisor to communicate with and request a separate review! BUYER BEWARE: DO NOT DO BUSINESS WITH FIRST AMERICAN HOME WARRANTY.
American Home Shield is a breath of fresh air, and I'm delighted to have made the switch!! AHS is worth every penny in quality contractors, responsiveness, integrity, and professionalism, when you need it most.
Title: Unresolved HVAC Work Order, Missed Diagnostics, Canceled Second Opinions, and Improper $1,428 Charge Demand
I have been an American Home Shield customer for years, and my recent HVAC work order opened around May 20, 2026 has been the most troubling experience I’ve had with any home warranty company. The work order is still not completed, yet AHS is demanding $1,428 for “replacing all refrigerant,” which is the contractor’s arbitrary policy — not a diagnostic finding and not a repair. No refrigerant has been added since June 2024, and this charge is being demanded even though the issue was never properly diagnosed or resolved.
1. Failure to Perform Required Diagnostics
For this latest work order, AHS sent one technician. She did not perform a nitrogen pressure test to locate the refrigerant leak and did not identify the source of the problem.
Instead, she injected UV dye and immediately claimed the evaporator coil was leaking. My line set runs under the house, where UV dye cannot be seen, so this method cannot rule out a line‑set leak. Because of this, I reasonably requested a pressure test of at least the line set, but the contractor refused to perform it.
No repair was completed, and the diagnostic process was left unfinished.
Her findings were incomplete and did not match the symptoms of the system. AHS never verified her report or required proper diagnostics before attempting to bill me.
2. AHS Ignored Escalation Requirements and Canceled Two Second‑Opinion Appointments
Because the technician did not perform the required diagnostics, I escalated the issue. AHS agreed that a second‑opinion contractor was necessary.
A second‑opinion appointment was scheduled for June 16, 2026, but AHS canceled it one day before the appointment.
AHS then scheduled a second second‑opinion appointment, and that one was also canceled. No second‑opinion contractor was ever dispatched, despite AHS repeatedly telling me one would be sent.
This is a direct failure of AHS’s own escalation process.
3. Work Order Still Unresolved — Yet AHS Is Demanding $1,428
Despite the fact that:
• No pressure testing was performed,
• The system has not been repaired,
• Required diagnostics were not completed,
• Two second‑opinion appointments were canceled,
• The escalation process was never completed,
AHS is demanding $1,428 for “replacing all refrigerant,” based solely on a single technician’s incomplete and unverified report.
This charge is improper because the work order was never completed and the underlying issue was not properly diagnosed.
4. AHS Has Not Fulfilled Its Contractual Obligation
My contract clearly states that AHS is responsible for repairing or replacing the HVAC system up to $5,000. Instead of fulfilling that obligation, AHS has:
• Relied on a technician who did not perform required diagnostics,
• Refused pressure testing that was necessary to confirm the leak location,
• Canceled two second‑opinion appointments,
• Ignored escalation procedures,
• Provided inconsistent information,
• And attempted to bill me for refrigerant that was not needed and was never added.
5. Pattern of Poor Workmanship and Lack of Accountability
This latest experience reflects a long‑term pattern: AHS‑assigned contractors repeatedly fail to diagnose issues correctly, perform minimal work, and provide short labor warranties that leave homeowners unprotected. This work order is simply the latest example of AHS’s lack of accountability.
Summary
My HVAC system is still not repaired. AHS did not complete the required diagnostics. They canceled two second‑opinion appointments. They did not resolve the escalation. Yet they are demanding $1,428 for an unfinished work order based on an incomplete and unverified contractor report.
This experience has severely damaged my trust in AHS’s ability to manage HVAC claims responsibly or honor their contractual obligations.
I have been an American Home Shield customer for years, and my recent HVAC work order opened around May 20, 2026 has been the most troubling experience I’ve had with any home warranty company. The work order is still not completed, yet AHS is demanding $1,428 for “replacing all refrigerant,” which is the contractor’s arbitrary policy — not a diagnostic finding and not a repair. No refrigerant has been added since June 2024, and this charge is being demanded even though the issue was never properly diagnosed or resolved.
1. Failure to Perform Required Diagnostics
For this latest work order, AHS sent one technician. She did not perform a nitrogen pressure test to locate the refrigerant leak and did not identify the source of the problem.
Instead, she injected UV dye and immediately claimed the evaporator coil was leaking. My line set runs under the house, where UV dye cannot be seen, so this method cannot rule out a line‑set leak. Because of this, I reasonably requested a pressure test of at least the line set, but the contractor refused to perform it.
No repair was completed, and the diagnostic process was left unfinished.
Her findings were incomplete and did not match the symptoms of the system. AHS never verified her report or required proper diagnostics before attempting to bill me.
2. AHS Ignored Escalation Requirements and Canceled Two Second‑Opinion Appointments
Because the technician did not perform the required diagnostics, I escalated the issue. AHS agreed that a second‑opinion contractor was necessary.
A second‑opinion appointment was scheduled for June 16, 2026, but AHS canceled it one day before the appointment.
AHS then scheduled a second second‑opinion appointment, and that one was also canceled. No second‑opinion contractor was ever dispatched, despite AHS repeatedly telling me one would be sent.
This is a direct failure of AHS’s own escalation process.
3. Work Order Still Unresolved — Yet AHS Is Demanding $1,428
Despite the fact that:
• No pressure testing was performed,
• The system has not been repaired,
• Required diagnostics were not completed,
• Two second‑opinion appointments were canceled,
• The escalation process was never completed,
AHS is demanding $1,428 for “replacing all refrigerant,” based solely on a single technician’s incomplete and unverified report.
This charge is improper because the work order was never completed and the underlying issue was not properly diagnosed.
4. AHS Has Not Fulfilled Its Contractual Obligation
My contract clearly states that AHS is responsible for repairing or replacing the HVAC system up to $5,000. Instead of fulfilling that obligation, AHS has:
• Relied on a technician who did not perform required diagnostics,
• Refused pressure testing that was necessary to confirm the leak location,
• Canceled two second‑opinion appointments,
• Ignored escalation procedures,
• Provided inconsistent information,
• And attempted to bill me for refrigerant that was not needed and was never added.
5. Pattern of Poor Workmanship and Lack of Accountability
This latest experience reflects a long‑term pattern: AHS‑assigned contractors repeatedly fail to diagnose issues correctly, perform minimal work, and provide short labor warranties that leave homeowners unprotected. This work order is simply the latest example of AHS’s lack of accountability.
Summary
My HVAC system is still not repaired. AHS did not complete the required diagnostics. They canceled two second‑opinion appointments. They did not resolve the escalation. Yet they are demanding $1,428 for an unfinished work order based on an incomplete and unverified contractor report.
This experience has severely damaged my trust in AHS’s ability to manage HVAC claims responsibly or honor their contractual obligations.
Have home warranty service with American Home Shield. Service call for a hot water heater replacement done on 2/24/26. Contractor came and gave an estimate to the warranty company. The non-covered charges were presented to me without an explanation of the charges. I accepted the charges via app. Called to ask what the non-covered charges were. I was told I had to contact the contractor to get the breakdown of charges. After an hour or so on the phone the company finally gave me a break down of the charges. I questioned the charges and then asked what was the cash option. I was told that a request would need to be put in to get the amount of the cash option. I asked that the request be made and was told it would cancel out the acceptance of Non-covered charges. I agreed and asked the rep to proceed. I was told it would take 3-5 business days for the process. 3/2/2026 I called to follow-up on the process. I was then told that they could not give me the cash price due to the item being ordered already. I explained the conversation I had on 2/24. After 2 hours of conversation I was told by the rep they have spoken to the vendor, purchasing and that they can now process the cash in-lieu. She said she would put it in and follow-up with me personally within 24 hours. I called back after 30 hours and was told again that the they could not give me the cash price due to the item being ordered already. I explained the conversation I had on 2/24 and 3/2. After 2.5 hours of conversation I was told by the rep they have spoken to the vendor, purchasing and that they can now process the cash in-lieu and they would follow-up with me within 24 hours. I called the vendor on 3/4 and was told that they do not send back the hot water heater. They keep it and the warranty company bills them for the product. The cash in lieu is not dependent on them returning the water heater. On 3/4 I called again and was told again that the they could not give me the cash price due to the item being ordered already. I explained the conversation I had on 2/24 and 3/2 and 3/3. I was then told that they will need to submit the request and it will take 3 to 5 business days. AHS is lying about processing and refusing to pay per the warranty contract. They also neglect to notify consumers of their options and refused to give details of what is included in their "non-covered" charges when work is submitted. When reaching out via chat they disconnect after collecting your information and asking how they can help. Via phone, the reps will hang up on you and you have to call back multiple times and speak to multiple people but the issue never gets resolved. Just continued "it's in processing".
Just look at all the generic replies they give to negative reviews. Guess what? There is no follow up. Just blank statements to look good on the review.
Just look at all the generic replies they give to negative reviews. Guess what? There is no follow up. Just blank statements to look good on the review.
I really don't want to do this because I recommended this company to a couple of people, but I never submitted a claim till last week. My AC went out; it was blowing nonstop for a couple of days, to the point that my house smelled like a burn. They didn't make it to the house till 3 days after submitting the claim. I took the day off to make sure everything was handled. After inspection, they determined they couldn't fix it because the damage was caused by another person, not by regular wear and tear, which is a lie. I called both companies to request an invoice. I need to know exactly why it was denied and, most likely, hire another person to fix it, but they can't provide me with the invoice. Now, I'm stuck paying for this insurance that can't do anything for my AC. I can't get it fixed because they won't give me the invoice to see what needs fixing. I live in FL, and I have two kids, a 1-year-old and a 3-year-old. Please, I need help. I don't know what to do. All I want is my AC to be fixed.
I would give fewer stars if I could. The technician contracted to my house stopped showing up after the third visit and newly identified problem. Two no call no shows and one cancellation halfway through my day waiting for them . When I spoke to AHS they told me because I had the parts I am stuck with the contractor. I asked to cancel my service and open a new one and they said that would be declining service and null the order. I will be waiting to see if they decide to show up tomorrow at which point I’ll likely just cancel my policy and call it a wash. My dishwasher has been broken since January 12. AHS does not see this as a problem and won’t refund my premiums.i used to recommend them, now i just hope no one listened to me.
DONT US AHS !!! THEY ARE A SCAM AND LIARS !!!
I haven't had heat in my house for 2 weeks now all because the first repair company " couldn't find my part "( they didn't even look ! I googled the part and found it ) then AHS told the repair company to just say I needed a HOLE NEW GAS FURNICE! so i told AHS I want a second opinion and Im still waiting for the new repair company to call me ( yes I tried calling them but it goes to voicemail. ) Please keep in mind I live in NY we have been have blizzards and snow storms the past 2 weeks !!! todays date is 3/3/26 and still have no heat since 2/23/2026!! Also there customer service sucks ! They dont call you , you cant understand them , and they are 0 help ..... If I could give them a - star rating I would ....
I haven't had heat in my house for 2 weeks now all because the first repair company " couldn't find my part "( they didn't even look ! I googled the part and found it ) then AHS told the repair company to just say I needed a HOLE NEW GAS FURNICE! so i told AHS I want a second opinion and Im still waiting for the new repair company to call me ( yes I tried calling them but it goes to voicemail. ) Please keep in mind I live in NY we have been have blizzards and snow storms the past 2 weeks !!! todays date is 3/3/26 and still have no heat since 2/23/2026!! Also there customer service sucks ! They dont call you , you cant understand them , and they are 0 help ..... If I could give them a - star rating I would ....
