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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I have been with AHS over 5 years. I have about 10 properties with them. The customer service was great at the beginning. But over the past many years, the yearly cost keep going up, UNLESS I call and complain, then they give me the same price as the year before. I don't understand why a good company needs to trick people like that. The past few years, customer service wait time has become horribly long, I use to get someone on the phone in a few minutes, but now it is at least 20 minute to several hours waiting on hold. Of course, they always have an excuse. Even online chat was over 20 minutes wait. They also seem to have very limited amount of contractors. The few they have in... Read More
I had a problem with my air conditioner and I called AHS. They were very helpful and courteous and gave me the name of the company that would be contacting me. The company they referred contacted me the next day and worked with me to find a convenient day and time to resolve the problem. The person who came to fix the air conditioner was professional and explained what he was going to do before he did anything. It didn't take him long to fix the problem and everything is working great. AHS customer service was convenient and easy to use. Thank you!
I had a problem, I notified AHS and they had a contractor contact me immediately. The Contractor scheduled the repairs for the next day at noon. The next morning the contractor contacted me and stated that he had finished another repair and could come to my house 2 hours early. I agreed. The contractor arrived, completed the repairs in a timely manner totally cleaned the work area then explained and tested the repairs. The contractor left me a name and number to call if I had any problems. Great repair job well done.
I have had AHS for several years and have seen how their customer service has deteriorated to almost non-existence and their service charge go up 600% from $20 to $120. As I am writing this I am on hold to talk to a human being for 32 minutes.
Very disappointed in AHS. Our A/C broke 3 days ago and I logged a service request online to have a technician come out. A technician was assigned, but their office was closed for the weekend, so I called AHS back to obtain a different technician because the outside temperature was 101 and would be 95+ for the next few days. I was told (after being on hold for almost an hour) we would have to wait because there was already a technician assigned and that the temperature was not considered an emergency. The inside of our house was 98 degrees day and night even with fans running all over the house. I asked what constituted an emergency and was told that they cannot discuss that with... Read More
Absolutely horrible customer service. Been a customer for several years and each time I have had to call for service, hold time is more than 30 minutes. We have been without AC for 19 days and counting. Contractor says it will be an additional 3 days before they can get out to repair. Very frustrating as no one with this company cares about customer service at all, contract only states that a representative will call you within 48 hours, please note that doesn't mean they will be out to service whatever the problem is, nothing about service being done in a timely manner at all, you have absolutely no control over when the system is actually repaired.
Totally a scam. I am in Kentucky and the only air conditioner service contractor is 100 miles away. Never answers calls, plus have looked them up on several review sites and basically they say they are dishonest. American Shield say he is the only one I can use. Considering suing them for breach of contract. Meanwhile my air conditioner is still not fixed.
Our first experience with them was fine, but when it came to the air conditioner, it is a different story. We needed a part replaced that was covered, after our deductible was paid, but the big cost comes later. They obviously have to remove the freon to do the repair. To put the freon back in, it is $65/lb. They are only willing to cover $10/lb, leaving us with the rest, which is $550. We don't have that, so we've just have had no central air all summer in this 102-107 degree Texas heat. Thank God for window units. AHS should do better than this. VERY disappointed, and will reconsider whether to continue giving them our money for less than decent service.
They left us without ac for two weeks in the summer in Texas. Impossible to contact and didn't seem to care at all that it was 100+ degrees that hole two weeks.
I love American home shield. They have excellent customer service and are quick to resolve the problem. The most recent contractor Collins appliance service however I was not very impressed with because of their poor communication.
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