American Home Shield

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.

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 called them more than 10 times to request account cancellation, but they always hung up on me, never allowing me to cancel the account, and they continued to take my money. They even threatened that if I didn't pay, they would put me in their collection. This is terrible; they didn't even give me a chance to talk about canceling the account. They just wanted to get money from me. I advise you never to use this service.

I have been a customer of American Home Shield for 2 years, and not a single issue has been properly resolved.

Issue 1 – Microwave (Fire Hazard):
My microwave started sparking and even catching fire when turned on. A technician visited FIVE times. Each time it would temporarily work for 2–3 months and then fail again. Every visit required a $125 service fee. After two years, the problem is still not permanently fixed. Instead of resolving the issue or replacing the appliance, I am repeatedly told to open a new service request and pay again. At this point, I could have bought a brand-new microwave for less than the total service fees I’ve paid.

Issue 2 – Wall Heater (Safety Concern in Winter):
My living room heater began increasing temperature on its own and would not shut off properly. Concerned about overheating or potential fire risk, we turned the breaker off completely. During winter, we are left without proper heating.

Multiple dispatches were opened. Contractors either:
• Could not diagnose the issue
• Did not know how the system was wired
• Closed the request without fixing it
• Or repeatedly canceled appointments without notice
(Washington Electrician Service Llc)

In August 2025 I called AHS to cancel our contract simply for the fact that our fixed income couldn't afford the $79.00 monthly fee. The male operator was understanding to out plight and asked if I could hold so he could talk to his supervisor, a short time later he got back on the line and said that he'd been told that they can lower the monthly price to $43.20, my wife and I talked it over and decided we would try it and keep the policy at the $43.20, I thanked the operator and hung up. We'll for August's bill we were charged $43.20. September2025, October 2025, November 2025, and December 2025, for those 4 months we were charged $79.00, I called each and every month and was told they would find out why we were charged the full price and not the $43.20, nothing was ever done, no call back, no refund, so we did not allow the automatic payment to go thru in January 2026 and of course they called and ask for a payment. From that phone call on all the operators saw that the payment should be $43.20, all 8 operator sent me to another department for refunds, and not one of those operators could understand what the problem was, I had to explain it two or three times till they understood, and all said they would call back, none did. The last two weeks of February 2026, I went thru the same scenario, the last operator said she would find out what happened and would call me, we'll she did call ever other day and said the same thing and I quote " I haven't gotten ahold of the person I need to talk to. This went on for 2 weeks. Her last call was to tell me that the refund had been applied to January's 2026 bill ! I said all $133.00 ? She said yes and also that my contract had been canceled. Im not surprised of the outcome, there was a definite language barrier, no one spoke very good English never mind that they didn't know how to fix the problem. I am exstremley disappointed with AHS, I would not ever reccomend them to anyone, i believe that I was never going to get a refund, and was kept at bay with promises, that's no way to treat a customer. Sincerly, Mark Withiam, (540) 922-0043, 1555 Paynes Pond Rd Scottsville VA

They are liars and forgers. We've had a running claim since Jan, 10,2026. The first Sears appliance tech didn't have the part to fix our G.E dryer, so he had the part sent here and when the next Sears tech got here on Jan,29, 2026 he didn't have the wright tool and would have to come back for a 3rd time. On Feb, 2, 2026 the Sears tech. showed up with the tool and he replaced the motor, but left out an important part, as a result, the drier made lots of noise and the Sears tech said he'd have to come back. By this point its been 24 days. And since then American Home Shield has made 14 appointments for Sears to fix with a 4hr window to show up each time. And 11 no shows out of 14 appointments, 44 hours spent waiting on Sears to show up! Sears claimed nobody answered the door on 3 occasions. Lies, we have a ring door camera and I have proof on my Ring camera to prove they lied. Plus if tat was tue, i doubt they would have sent a tech a 2nd or 3rd time if no one answered the 1st time! Now today, Sears said that they not only showed up, but that they got a signature from us today March 2nd. Which is a total LIE! And forgery. We are now 8 days away from 2 months and 44 hours waiting for Sears to show up with no phone calls to cancel, or reschedule. then lie and say they had been here, when they had not! no resolution! except American Home Shield Ai scheduled another appointment for March 5th, 2026. At this point I just want a new dryer, but a tech has to request it and i can't get them to show up! I am a 94 year old widow and this is stressing me out so much i'm afraid i'm going to have a heart attack! Terrible outfit. 2 months going to the laundromat, with no end in sight!

We have been with this company since 2017 and added another property in 2025. We have a washing machine that has been broken since Nov.2025 and is still not repaired, we also have a refrigerator that breaks every year with the same part and they refuse to replace it. I have not seen this level of incompetence in a long time
After the washer is repaired we will move on

They were amazing any time I called they were able to answer my questions.