American Home Shield

I am filing a formal complaint against American Home Shield for failure to provide timely HVAC service during an emergency and for maintaining a contractor authorization process that effectively prevents service from being delivered.

On January 20, 2026, at approximately 6:00 p.m., I opened an HVAC service request due to a complete furnace failure during extremely cold weather. Outdoor temperatures were near single digits, and the indoor temperature of my home dropped into the low 60s and continued to fall, creating a serious risk of frozen pipes, property damage, and safety concerns.

By the following day, no HVAC technician had been assigned. When I contacted American Home Shield, I was informed that there were no HVAC companies in my area willing to accept the job. I was then offered a four-hour escalation period, after which I was told I could attempt to contact HVAC vendors myself.

After waiting approximately four hours for this “evaluation,” I contacted multiple local HVAC companies. However, every vendor informed me that they could not proceed unless they contacted American Home Shield directly to obtain authorization. I, as the customer, was not permitted to authorize the work, nor could the vendors proceed without AHS approval.

More concerning, not a single local heating and cooling company was willing to work with American Home Shield at all. Multiple vendors explicitly stated that they refuse AHS jobs because the company does not pay promptly or “nickel-and-dimes” contractors to the point that the work is not financially viable. As a result, I was left without heat and without any viable path to service, despite maintaining active coverage.

This situation demonstrates a fundamental failure of American Home Shield’s service model. Advising a customer to contact vendors while simultaneously requiring those vendors to obtain authorization directly from AHS—and while maintaining business practices that contractors refuse to engage with—creates a system in which service is effectively impossible, particularly during emergencies.

A home warranty is marketed as protection for essential systems such as heating. In this case, American Home Shield collected premiums but failed to deliver any meaningful assistance when the loss of heat posed an immediate risk to my home and personal safety.
Run away! SCAM

I was an AHS member for 1 year at what seemed to be a good rate per month. After 1 year, my monthly payment was increased by 75%. Besides the ridiculous price increase, AHS neglected to follow their own agreement and did not notify me 30 days before the renewal about the price increase. When I called to cancel, I was placed on hold for 1 hour and 10 minutes before someone picked up. When I explained why I was canceling and that it was not the money but the fact they didn't eveb follow their own written agreement of notification, I was transferred. I was then on hold again where the service agent then would not just cancel my agreement but then proceeded to buy me back with a free month and a lower rate. After saying that "I just want to cancel" over 10 times and asking for a supervisor, my cancelation request was finally acknowledged. This was just insight into a company that claims the market drives the price, does not follow their own agreement and then all of a sudden can negotiate lower prices. They use scare tactics like "if something breaks it will cost so much to repair" but do not mention the things that may break and the hassle it is assumed to be to get them fixed, all I wanted to do was cancel. Consumer beware, they do not let go without more wasted time and energy.

Absolutely terrible experience. The technician was unprofessional, left without fixing anything, falsely marked us as “not home,” and caused further damage to our refrigerator. I was charged over $200, lost all my groceries, and received zero help. Avoid AHS at all costs.

Do not buy this warranty they only answer phone when you say you are buying or renewing the warranty but when you call to report a problem at your home they never answer and pass the buck ! They horrible at customer service and when you cancel you have a hard time cause they keep offering you better rates but don’t fall for it it’s 1/24/26 and I been waiting 55 minutes they just like social security never pick up phones .

Our washing machine stopped working and I call AHS and they sent a repair person out and he said we needed a new motor and would have to order the part. a week or so later he came back to install it and then said the motor wouldn't fix it and that AHs would call with a offer for a replacement, after 2 weeks I called them and then we traded calls and finally they said they would give me $300 for a new washer, in the meantime clothes were piling up and so I bought a new washer it cost about $2,000. The whole process was a joke and the people are trained to give you little or no satisfaction or to transfer your claim to a manager. Don't buy a home warranty from these crooks.

I was assigned a service provider right away (even though I submitted the request on a federal holiday.) The repair company called and was at my door within 90 minutes of submitting my online service request. They were professional, courteous, and knowledgeable, and were able to fix the issue quickly

My rating is 5 Stars because Advance contacted me within the 24 hour window to schedule the appointment just as AHS advised. They texted me this morning to advise of the technician’s arrival and provided a tracking for the exact time of him coming to ring the doorbell. Mr. Turner was most professional, thorough and kind. He detected the problem, made the repair and explained all of what he did to make the repair. He provided me with a very thorough explanation of the parts, how the system works and did so where I could understand it. He even explained safety mechanisms within the unit that stopped the unit from engaging because a repair needed to be made. I am proud to say that his work is top tier and he represented Advance HVAC very WELL!!! This was my first experience with AHS and they did not disappoint.

I was impressed by the speedy service. The part arrived without delay and was installed in less than an hour. The technicians were respectful, timely, and maintained good communication throughout. Truly a great experience.

I had a toilet issue where the seal was broken and the smell was very bad. I called AHS and received a call back right away and was connected to A1 Phoenix plumbing.
Mario Gonzalez came out to the house and addressed the problem, fixed it with no issues. He was so polite and kind and made me feel at ease immediately. I'm so impressed with not only AHS but the contractor A1 Phoenix. This was so professionally done and I have no more stinky smells. Great and quick service all the way around.
Sincerely,
Johanna

I was a client of American Home Shield for several years. While filing a claim was a difficult and timely process, they generally came through.
My problem was TRYING to cancel the service. I called on September 1st to cancel. My information was taken and sent to their cancellation department. On September 12, someone called to make sure I wanted to stop service and tried to talk me into staying. I refused and asked them to cancel. They continued billing me for three consecutive months. After repeated calls demanding cancellation, I kept being told that only the cancellation department can actually do it, and apparently never "accepted" my cancellation. I filed a dispute with my credit card, and finally they cancelled. However, they told the credit card company I didn't cancel until November! My credit card company very kindly offered to credit one month's charges, but the other two were on me. These people are crooks!