American Home Shield Review
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4,138 Customer Comments & Reviews - see all comments
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American Home Shield is a Tennessee-based company founded in 1971 to provide coverage on home appliances and systems in the United States through its network of home service professionals.
The company offers service contracts that cover the repair or replacement of major components of home systems and appliances. Customers can also purchase optional coverage for pools and spas, guest houses, home electronic systems, roof leaks, maintenance services, and more.
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4138 Customer Comments & Reviews
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My complaint against American Home Shield (AHS) stems from a recent service call at my home to correct a plumbing system issue. I have an American Home Shield policy that covers both appliances and systems, and on December 8, 2017, a service technician was dispatched to my home to address an upstairs shower issue where I previously had adequate water pressure that slowed to little more than a trickle that resulted in an inability to use the shower. This change in water pressure in the shower was isolated exclusively to this specific bathroom shower as the water pressure in the rest of the house was fine. The plumbing technician diagnosed the problem as debris that had built up in the... Read More
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AHS A
Company Rep of American Home Shield
Official Response
Company Rep of American Home Shield
Peter, We would like to reach out to you concerning this matter. If you can provide your contract number or property address and phone number to us by emailing social@ahslink.com, "attention consumers advocate", we will assign a representative to reach out to you regarding this issue. Thanks
Quite unresponsive customer service and terrible choice of contractors. I set up an appointment to have an appliance fixed. I confirmed my appointment at least twice, but nobody showed up. I called the contractor and was informed that my window had been changed. No call, no explanation, no nothing. The best they could do was to reschedule my appointment to the end of the next week. No apologies, no understanding that I had to skip a day of work and that I have to pick kids at school -- nothing. I called AHM to make a complaint and have been on the telephone for over 25 minutes now. Waiting time to talk to an operator is approximately 35 to 40 minutes.
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AHS A
Company Rep of American Home Shield
Official Response
Company Rep of American Home Shield
Hello Fabi, My apologies for the issues that you have experienced with your services. We would like to reach out to you regarding your concerns. If you can provide your contract number or property address and phone number to us by emailing social@ahslink.com, "attention consumers advocate", we will be in contact with you regarding this matter. Thanks.
Having read the complaints against AHS I see one recurring thread, bad customer service reviews followed by "give us the information and someone will call you". What I don't see is any interest in providing better customer service. Having experienced long delays on the phone myself I can see that there is a real problem with AHS.
AHS A
Company Rep of American Home Shield
Official Response
Company Rep of American Home Shield
Dan, thank your for providing feedback about your services. We appreciate the opportunity to improve our customer experience. If you are in need of assistance, please let us know by emailing your contact information to social@ahslink.com, "attention consumers advocate" and we will be in touch with you. Thanks.
I am writing this as this is the worst company that I have ever had to deal with. I have dealt with with them on numerous occasions and it is unbelievable. I have tried to call in and will be put on hold for over an hour and a half and then disconnected (this is the second time) I have tried to go on their website when I couldn't get through by phone only to find out that I have an open service request which I don't. When I can get a service call returned it has taken 3 days for them to get back to me when I was informed from the beginning that I would always get a call back within 24-48 hrs. The company they use All Brands Appliance is always closed and you can not leave a message.... Read More
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AHS A
Company Rep of American Home Shield
Official Response
Company Rep of American Home Shield
Hello Patti, We would like to reach out to you regarding your concerns. Please send us your contact information by social@ahslink.com, "attention consumers advocate" and we will be in contact with you. Thanks
You can now expect to wait over an hour and 15 minutes to get a call and often when it hits the 1 hr and 15 minute mark the phone auto disconnects meaning. I spent 4 hours on the phone one day trying to get a repair. The man they wanted to send me had dinged up my refrigerator previously after taking it out of the rental home without even asking me. AHS said they are not responsible for what their service people do - you have to contact the service people to get any money for their damage. Then they tried to send him again and I told them that he is NOT licensed with the city which is a requirement or the county and I didn't want him. They insisted he was the only one they had in... Read More
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AHS A
Company Rep of American Home Shield
Official Response
Company Rep of American Home Shield
Hello, We certainly apologize for the issues that you have experienced with your services. If you send you information to us by emailing social@ahslink.com, "attention consumers advocate" and we will be in contact with you regarding your concerns. Thanks
The company number is not listed on AHS web site. The customer service system is very poor. All business need to call in your company to check on your business. If you dont wish to wait over hr to speak with agent or Service Rep how do you think your customers feel? The AHS needs to have a service rate on every company that goes out to a persin home or business after sevice. A follow-up call and email needs to be requsted. This is how customers will stay bcz we see a concern. The best business is word of mouth and internet. If you need help hire More customer staff. One thing I did a request on Sat and didnt get contact until Monday 6pm. She was unsure about customer service. This was... Read More
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AHS A
Company Rep of American Home Shield
Official Response
Company Rep of American Home Shield
Andrea, We certainly apologize for the wait time and the issues that you have experienced regarding your services. Please provide your account number or property address and phone number to us by emailing social@ahslink.com, "attention consumers advocate" and we will be in touch with you. Thanks
On December 2 I called about repairs for my clothes dryer and dishwasher. I was given a date that a repairman would arrive on December 6 between 1 and 4 (hardly near the 24-hour claim that's been touted). By 4 pm on the 6th no one had arrived and so I called AHS and they tracked down the repairman, who then said he would be at my place shortly, and arrived at 4:30 pm, in not a very good mood at all. AFter inspecting both appliances he said that he would have to order parts and he should be back on eithe Friday the 8th, or Monday (today) the 11th. I really didn't expect him on the 8th, but then toay I heard nothing from him. I left several messages on his voice mail asking him to call with... Read More
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AHS A
Company Rep of American Home Shield
Official Response
Company Rep of American Home Shield
Kenn, I certainly apologize for this situation. We will assign a representative to reach out to you concerning this issue. Thanks
My furnace couldnt be looked at for 4 days and when the technician found an animal nest he couldnt simply take it out and restart the system because he said it wast covered under warranty. When I called to complain the "customer service rep" told me to do it myself and hung up on me. Took almost an hour of holding and he hung up on me. I have canceled my service with them and will do more research before deciding on my next home warranty service. This site gives them 5 stars. Who is paying for that?
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AHS A
Company Rep of American Home Shield
Official Response
Company Rep of American Home Shield
Hello Paula, Your feedback is important to us and we apologize for the experience that you have had with your services. We would like to reach out to you regarding this matter. If you can provide your contract number or property address and phone number to us via email at social@ahslink.com, "attention consumers advocate" and we will be in touch with you. Thanks
Terrible support and customer service. Average wait time to get to customer service is 1 hour! They have no accountability internally and no system in place to weed out the bad or poor service contractors. Average time to get something fixed like a dryer belt is 30 days! You might save money over the competitors but you will pay for it in frustration and poor support when it matters most. You cannot count on these guys hold contractors accountable and provide you with a solid service.
PROS: Cheaper than others
CONS: POOR SERVICE, 1 hour call center wait times and unprofessional vendors.
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AHS A
Company Rep of American Home Shield
Official Response
Company Rep of American Home Shield
Anthony, We would like to reach out to you to regarding the experience that you have had with your services. Please send us your account number or property address by emailing us at social@ahslink.com, "attention consumers advocate" and we will be in touch with you. Thanks
I have had this service and been happy and purchased several policies for my clients BUT not good lately...as a Realtor I have reason to refer and purchase policies...I have spent hours on hold waiting just to be cut off after 2 hours of waiting. than I made a request for dishwasher repair in October and never heard so made another request and got a not with guys name and #, he did not call but I finally called him and he was quite short on the phone, apparently he works alone and had he said like 300 people waiting...From the reviews I am reading your falling short of your 4 star rating. I am to say the lease disapointed. I even called your sales rep and he did not return my... Read More
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AHS A
Company Rep of American Home Shield
Official Response
Company Rep of American Home Shield
Hello Peggy, I apologize for the wait time and the issues that you have experienced with your services. We will assign a representative to reach out to you regarding your concerns. Thanks
Our Partner
Limited Time Offer: $150 OFF All Plans*
- Home Warranty Plans Starting at $29.99 a Mo.
- Covering 2 Million Plus Members for 50+ Years
- No Age Limits on Covered Systems & Appliances
- No Inspections or Records Required
