American Home Shield

Extremely disappointed with American Home Shield’s handling of my claim. It has been well beyond any reasonable timeframe for a covered appliance replacement, and the issue remains unresolved due to a complete lack of follow-through between AHS and their contracted vendor, Sears.
Sears has failed to submit updated service notes required to move the replacement process forward, and American Home Shield has done nothing to effectively manage or correct this failure. As the customer, I have met all of my obligations under the contract, yet I am left waiting indefinitely with no accountability, no clear communication, and no resolution.
This experience reflects poor vendor management, inadequate customer service, and a failure to honor contractual commitments. The prolonged delays and lack of action are unacceptable. Immediate corrective action should have been taken long ago.
I would strongly caution anyone considering this company to be aware that even when an appliance is covered, getting a timely resolution can be an uphill battle.

WARNING: Do not rely on American Home Shield if you actually need help!

We paid over $180 per month for an American Home Shield warranty to protect our home. When our tankless water heater failed, AHS confirmed the unit was covered. That should have been the end of it — but it turned into a $2700 nightmare.

AHS sent a contractor (Discount Contractors) who spent less than 10 minutes at our home, confirmed the unit needed replacement, and then submitted an estimate without informing us. Days later, we had to reach out to AHS and we were told yes the replacement was covered — but insisted $2,700 in “non-covered modifications be paid!”

The technician never said our gas line or water line was damaged or unsafe. The issue?
The contractor planned to install a different unit that did not match our existing connections, then charged us to modify perfectly functional lines. When we asked for a like-for-like replacement or a second contractor, we were told no by AHS! Stay away from Discount Contractors. All they want to do is make modifications to your hot water tanks so they can up charge the heck out of AHS customers.

Instead, AHS repeatedly pushed a cash-in-lieu offer of $536, which does not come close to covering the cost of the unit or installation. The technician refused to give us an itemized estimate detailing specific codes! AHS did nothing to help us with this over priced technician!

We were left without hot water for nearly two weeks. Then our water turned dark brown, making it unsafe to use. Despite this becoming a sanitation and health issue, AHS still refused to act and continued to push the insulting cash-in-lieu.

We ultimately had no choice but to hire our own contractor and pay out of pocket to have safe drinking water in our home, while AHS washed their hands of the situation without a care in the world. We went through a horrible situation with our ac unit 3 years ago but this time we have had it with them. The stress they put me and my family through almost landed us in the ER!

To make matters worse, when we researched the contractor/technician AHS sent, we found numerous reviews from other AHS customers describing the exact same experience. We brought this to AHS’s attention — and they did not care and said they don’t hire their contractors based on customer reviews which is all we needed to hear that this company does not support or care about their customers. The owner and his executive team is just as bad!

If you are considering a home warranty, learn from our experiences to avoid losing out of thousands and thousands of dollars!
Put that money into a savings instead.
When you truly need help, American Home Shield will not be there!!!

had a doorbell that was not working and contacted American Home Shield to check whether this issue was covered under my plan.

Instead of giving me a clear answer, the customer service representative routed me directly to a vendor. No coverage confirmation, no explanation of charges — just transferred.

Later, I was charged a service fee, even though I never approved a covered service or repair. When I called back to dispute this, the response was unbelievable:

“You didn’t call us.”

That is completely false. I contacted AHS, followed their process, and was sent to a vendor by their own representative. Then they turned around and blamed me for it.

This is misleading, poorly managed, and unacceptable customer service. There is no accountability, no transparency, and no ownership of mistakes. You pay monthly for “peace of mind” and instead get denial, finger-pointing, and surprise charges.

Awful experience. Poor service.
I would never recommend American Home Shield to anyone. Save your money and stay away.

Called in an emergency service request on our home furnace. Not working during a major freeze. Temps in the single digits. According to AHS they only have one vender in the entire City of Wichita and service cannot be accomplished for 3 days. When service technician called he indicated that he may not be able to come when scheduled. Called AHS they refused to contact another vendor. Looking at frozen pipes due to lack of heat. Their response was that they are within parameters and will not try and find anyone else then they hung up on me when I asked to speak to a manager. DO NOT PURCHASE A HOME WARRANTY FROM THESE PEOPLE. THEY ARE NON-RESPONSIVE AND RUDE.

DO NOT USE THIS COMPANY !
We have the gold plan with American Homeshield. Our refrigerator was not working and we called in a service request. They had a company come out and look at the refrigerator and changed a part and the refrigerator still was not working. The same company Assent Appliances came out 8 times for the same problem and still it isn’t working. The technician even said they didn’t know what else to do that they tried everything. We called American Home Shield and voice stock concern saying that the refrigerator seemed to be unrepairable at this point American Home Shield told us that they were going to order a whole refrigerated door and it would take between 18 to 26 weeks to be installed. When we told American Home Shield that we shouldn’t have to wait almost 6 months to have our refrigerator repaired. They offered to pay us $575 for the price of the door. Do not use this company. They do not honor their contracts.

I initiated a service request for a hot water tank. It took a week and a half for a tech to show up. Once he did, he spent 5 min at my home and said he would need to order a part, but would first have to get approval from AHS. Two weeks after the appointment, the hot water tank is still out of order (no hot water at all), and AHS is estimating the part will arrive a full 4 weeks after the service request was submitted. Had I called a plumber directly, no doubt they would have replaced the hot water tank the same day and I would have hot water again. Instead, 4 weeks later, I still don't have hot water. DON'T WASTE YOUR MONEY ON THIS "WARRANTY"!

AHS is super responsive and the techs are always professional and knowledgeable. I will continue to support them.

I was very pleased with the service provider that was sent out by American home shield. I was also very happy with the service I was provided by AHS, they continue to update me who and when they would arrive.

Professionalism, prompt service, friendly communication, and great Professional Service personnel.

Thank you so much!

My nightmare started on January 10th when I opened a service request with AHS for my Air Condition unit that was not giving needed heat. I was told the contractor was Comfort Pro. Comfort pro sent a tech to my home on Monday, the 12th and found the AC unit had to be replaced. They contacted AHS to let them know what was needed. AHS waited till wed, the 14th to order it. It is now Tues.,the 20th and still no heat. This is after calling AHS 8 times, speaking with reps that are hard to understand because of language barriers, (not their fault) but only once was I put on with a supervisor and even though there was a language barrier, he said it was on the way to the assigned contractor. we got this same answer each time we called the AHS. The contractor denied getting anything from AHS except they sent him nothing, except that it was ordered. My wife and I are in our 80's, and we have been freezing. Temp in the house never gets above 59 and as low as the 40's. Right now, early afternoon it's 55. Are we going to die in this ice box we live in before help arrives. AHS dosn't seem to care. God help us.