American Home Shield

Do not under any circumstances use AHS for your home warranty. I have been waiting 6 months to have my air conditioning fixed. They squeeze their contractors down to nothing, refusing to pay them decent rates for the work. The result is substandard parts that take a month to arrive and then don't work, and contractors who take on the job and then quit it and refuse to do the work because it's not worth their while for the pittance that AHS offers them. I have had 2 contractors show up and then refuse to continue with the job, and numerous faulty parts fitted causing months and months of delays. The useless AHS Asian-based customer service reps are hard to understand, and are also too incompetent to take charge and responsibility. Instead all they can do is verify your account three times and read from scripts with generic responses that give you no solutions. This company is a complete joke. Stay very far away!

I have had a warranty plan with American Home Shield for about 18 months. I've used them twice and each time the process was excellent. The site is easy to use to request service and they responded literally within 15 minutes with the Dispatch number and name of the company who would provide the service. The company called very quickly and we arranged an appointment which worked for all. Both of my issues were resolved completely in a timely manner and AHS followed up throughout the process with emails asking if I needed help. Each instance required parts to be ordered; they came in quickly and the company came back to fix the issue. Other than the service fee for my plan, there were NO additional costs to me !! I have been very pleased by how each issue was fixed and highly recommend American Home Shield.

I called American Home Shield when my hot water heater went out. David, a serviceman from DrainGo Plumbing, was sent out the next afternoon. The service was great with David giving me the different options and the cost for each. The replacement is complete and I am very satisfied. I am very impressed with my dealings with American Home Shield and with DrsinGo Plumbing, and most of all David.

In June 2025, I renewed my American Home Shield (AHS) ShieldGold Warranty Plan ($38.99/month). All premium payments have been made timely and in full. On 4/20/26, our water heater suffered a catastrophic leak, and I submitted a claim and paid the $125 service call fee. AHS assigned a third-party contractor, AM PM Plumbing. On 4/22/26, their technician confirmed the unit required replacement but quoted an additional out-of-pocket cost of $615 for basic modification materials. Furthermore, the technician offered a written $100 discount (offending quote attached) contingent upon providing a 5-star review after the completion of the work. When I questioned this unethical practice, the contractor’s office stated that AHS approves of this review-manipulation strategy, which appears to violate FTC guidelines. Due to the contractor's
unprofessional business practices and inflated out-of-pocket quotes, I requested a cash-in-lieu buyout from AHS to purchase a comparable replacement unit, which retails for approximately $600. On 5/11/26, AHS offered a buyout of only $160. This amount is insufficient to purchase any comparable water heater. Despite multiple escalations to supervisors and the escalation team, AHS refuses to provide the itemized calculations for this valuation. AHS is failing to honor the spirit of the warranty by offering a buyout that does not nearly approach covering the cost of a replacement unit.

American Home Shield Lack of Customer Support
Let me tell you about an incident that occurred this week with American Home Shield (AHS) and its subcontractor Winston Garage Doors. Winston came to our house as a result of a service request we made to AHS concerning our broken garage door. Per AHS request, we had already paid the deductible when Julian, the repairman from Winston Garage Doors, arrived. After looking at our garage door mechanism, Julian commented that although the currently installed garage springs were working, they were old. He then stated that he WOULD NOT REPAIR DOOR MECHANISM without replacing the springs. However, the actual problem that was causing the garage door not to open and close was a broken chain, not a problem with the springs. We explained to Julian that we would like to retain the old springs because if they do eventually break, this would be covered by our AHS policy, and that simply replacing springs that aren't broken would not be covered by the warranty company.
We stressed that we needed the garage door to be fixed promptly to enable access to our car. Again, Julian said that he would not do the repair unless we bought new springs, and quoted us a price that included them. He then left our location, advising us to "call me if you change your mind."
That same afternoon, we had another garage door company come out to provide a second opinion. They examined the garage door mechanism and told us that the springs were fine and acceptable. However, this was not a company contracted with AHS. Because we did need the door fixed that day (we are seniors with health issues and not prepared to engage in a prolonged dispute), we called Julian and asked him to come back. He did the repair--and changed the springs that were still functional and not in need of replacement. He charged us $1,287 for the repair of the broken chain and installation of new springs. He then submitted the quote/bid to AHS, telling them that the customer wanted an upgrade in the springs. This was untrue; all we wanted was a functioning garage door. We did not want, nor did we ask for, new springs.
Of course, AHS would not reimbursed us after the repair was completed, so we called AMS and spoke to Peter the representative at AMS. He said there was nothing he could do. I even had him talk directly with Julian which he did and heard that Julian would not complete the work without their springs. I got back on the phone with Peter and he said there was nothing he could do. There was no customer support, so this practice will go on. Both companies are taking advantage of the customer.
I have never had an experience like this before and felt I needed to write this and issue a warning: BEWARE OF Winston Garage Doors. They are SCAMMERS & CHEATERS. Moreover, American Home Shield doesn't seem to mind working with them.

They started off great four years ago, then they changed for the worst! I had standing water under my refrigerator, I called them to send someone out. It took them a week to send someone, all while I'm calling daily to check the status. They finally send someone and that company did nothing said it was a different service request and not appliance (which he was). I called ASH and the poor customer service individuals who clearly read from scripts told me I just had to wait longer!!!! This is terrible service! And why is it called American anything cause nobody who I spoke with was American! I felt like I was not being heard and they did not care about my issue. Oh and not to mention, the price went up drastically from years ago. Needless to say I just cancelled my subsribition cause why have it if it doesnt serve its purpose.

They make you jump through hoops to get service on your appliances or to get new appliances. It's ridiculous!

Horrible customer service!!!!! They outsource their customer service line to countries outside of the US. The language barrier made it very difficult to file a claim. I asked to speak to a manager in the US and they disconnected the line or said that they didn’t know the number! I filed a complaint and emailed American Home Shield headquarters. Zero response! I filed a claim to have my washer repaired and they sent out the most unprofessional repair man. He was not affiliated with any company. He showed up in his own personal vehicle that looked like it had just been in a crash and he didn’t have a name badge, company shirt or anything to identify that he was the repair man. So sketchy!!! I was a woman I was concerned for my safety. And he didn’t even fix the machine!!! I filed a complaint and ask American Home Shield to send a different company to repair the washer!! AHS ignored my complaint and attempted to send out the same guy! They kept increasing the cost and reducing service. In order to close my account with AHS I had to call at least 5 times because the customer service line kept hanging up on me!! I didn’t get transferred to a manager until I started yelling on the phone! Then the manager made it seem like it was my fault that AHS had horrible service and sent sketchy people to my house.

American Home Shield used to be great 5-10years ago when their customer service line was based in the US. Once they outsourced their customer service they went downhill. DO NOT USE AMERICAN HOME SHIELD!!!

Great customer service and it’s not cost that much

My refrigerator died the first few days of February 2026. I had a top of the line KitchenAid French Door refrigerator that was approximately 10 years old. At the time of purchase it was 6,000.00 from Sears. Sears had filed Bankruptcy awhile back and was no longer in business. Luckily (for better or for worse) we took on American Home Shield as this was an expensive appliance. After the refrigerator broke down I had a 35 year old refrigerator as a back up (Thank God). “Old is Gold!” After 3 different contractors through American Home Shield (one of which quit the job), we had a contractor pick up the job and deem it irreparable. American Home Shield gave us roughly 1/3 of the value and gave us the option to have it replaced or that they would cut a check. It is now March 10th and we picked out a replacement refrigerator that will be delivered on the 16th and the old one Hauled Away. While I am glad we are receiving a replacement (at a third of the value) I was disappointed with the customer service at American Home Shield. All the representatives I spoke to I could barely understand. It seemed like they were outsourcing foreigners to take customer calls, and it made it extremely difficult to communicate my intentions and be properly heard/understood. I am also unimpressed with the amount they pay their contractors whom take on the repair jobs. These contractors often get penalized for deeming appliances “irreparable” when other contractors refuse to do the appropriate work. That or they do a subpar “patch job” with limited resource appropriation on what American Home Shield is willing to approve. Luckily, I had a backup refrigerator but could not imagine those that don’t have that option. It’s been almost a month and a half without and will have been such by the time of said install on the 16th of March. Looking forward, I learned more about planned obsolescence and how the new models of anything have more sensors and motherboards and are doomed to fail sooner rather than later. If it’s about having quality work done, I suppose Id rather cut out “the middle man” and find the repair specialist myself without having to pay a monthly fee. I feel bad for the contractor whom was super knowledgeable that picked up the job distributed by American Home Shield but was dinged negatively due to other’s laziness. In my case, it was a clog that couldn’t be vacuumed out. Additionally, there was a temporary valve that was left on the unit because a previous contractor didn’t want to solder or unscrew the many screws on the back of the unit to access the panel and do the job right. Think twice before you purchase that super expensive refrigerator!