American Home Shield (ahs.com) has a 1.9 out of 5 rating on OK.one, based on 201 user reviews collected here. It is listed under Home Services and its reputation is poor. 73% of reviews are 1 star, a relatively high share; The business has replied to 95% of negative reviews. Last updated 2026-08-11.
What people say
V
Vikas Goel · 1 review · Experienced 2026-08-04 ·
★★★★★
Really disappointed with @AHS_Warranty.
Really disappointed with @AHS_Warranty.
My AC stopped working in 114°F Arizona heat, leaving my elderly parents without cooling while I was traveling abroad. I opened a service request immediately, but the assigned contractor's first appointment was 3 days later. Calling the contractor only went to voicemail.
With no other option, a friend helped me find a local HVAC technician, and I paid $300 to restore the AC.
When I requested reimbursement, AHS denied it, saying I should have called them instead of submitting the claim online. Where is that emergency instruction on your website? If that's your policy, why isn't it clearly communicated before customers are left in dangerous situations?
This is not the support I expected from a home warranty company. I hope someone from AHS management reviews my case and makes this right.
#AmericanHomeShield #CustomerService #HomeWarranty #HVAC #Arizona
Reply from American Home Shield2026-08-07
Vikas, thank you for sharing your experience. We're sorry to hear about the difficulties you faced. We understand your frustration regarding the appointment availability and the concerns surrounding your reimbursement request. Records show that you were able to speak with a service agent regarding the work order. We appreciate you taking the time to provide this feedback. Comments like yours help us identify opportunities to improve our processes and better serve our members during urgent situations.
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Argo · 2 reviews · Experienced 2026-08-05 ·
★★★★★
American Home Shield is a joke
American Home Shield is a joke. You have to use their contractors (often sub-standard) for any work would need done plus pay fee. If you have had a A/C contractor for years you will not be able to use that contractor unless he/she is associated with AHS.
Avoid this home warranty company.
Reply from American Home Shield2026-08-06
Hello Argo, thank you for sharing your feedback with us. When using the home warranty, if available, an AHS-affiliated service contractor is assigned to diagnose and address covered repair issues. We apologize for your recent experience with the contractor and understand your frustration. We're happy to help. If you need further assistance, please email us at [email protected] with your name, full property address, and claim details so we can review your concerns further.
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Matthew Farley · 5 reviews · Experienced 2026-08-05 ·
★★★★★
Poor service
I have been without a clothes washer for over a month due to their poor communication with the repair service thats two hours away and the delivery service thats missed the delivery date twice in two weeks , I've been a member for over three years and this is my only claim, don't waste your money and time...one star is too high of a rating but I had to choose one.
Reply from American Home Shield2026-08-07
Matthew, thank you for being a valued member. We apologize for any frustration caused with the delay in servicing your washer, and we would like to assist with the claim. For further assistance, please email us at [email protected] with your name, full property address, and claim details.
This has been one of the worst customer service experiences I’ve ever had.
We are currently dealing with an active sewage backup in our home. All three bathrooms and toilets are affected, and we cannot use our kitchen sink, dishwasher, or washing machine because wastewater backs up into our home whenever we use the plumbing.
Despite this, American Home Shield initially refused to consider this an emergency and told us we might have to wait several days.
The first plumber they sent admitted he did not have the proper equipment to fix the problem. They then assigned us to another contractor who has never contacted us and never answers the phone. After reading recent reviews, I found many customers reporting the same issues: no communication, missed appointments, long delays, failure to diagnose problems correctly, poor-quality work, and even additional damage caused during repairs.
As of today, our problem is still unresolved.
We pay for a home warranty so we have help when emergencies happen. Instead, we have spent hours on the phone, been told that a sewage backup was not an emergency, and have been assigned an unreachable contractor while our home remains partially unusable.
I cannot recommend American Home Shield.
Reply from American Home Shield2026-08-07
Hello Veronika, we're truly sorry to hear about your experience with the plumbing claim and would like to assist you further. Please email us at [email protected] with your name, full property address, and claim details.
I’ve been a customer for six months, and this is my first time using the service. I submitted a service request for a circuit breaker issue, which is covered under my plan.
A technician was scheduled, and I confirmed the appointment with them about 24 hours before the scheduled visit. However, I later received a text stating that the service was no longer needed and that, if I still required assistance, I should contact American Home Shield.
I tried texting American Home Shield, but their text support was unavailable. I then called customer service, and when I spoke to a representative, they acted as if they couldn’t hear me. They repeatedly said my name three times and then disconnected the call, claiming I hadn’t responded. I called back and was placed on hold for over 30 minutes.
This experience has been extremely frustrating. It honestly feels like a scam, even though this is a large company. I’m struggling to receive the service I’ve already paid for, and I can’t even get my questions answered or the support I need.
Reply from American Home Shield2026-08-07
Hello Keyante', thank you for sharing this with us. We're truly sorry to hear about your experience, as providing quality service is our top priority. We'd like the opportunity to assist with your electrical claim. Please email us at [email protected] with your name, full property address, and claim details so we can review your concerns and provide further assistance.
This company is horrible. I guess they dont care if the customers hone is humid. Part of the problem that the company is humid is that its bringing in outside air and there is an outside air damper. That damper wasn't working. Its part of the original design. The tech thinks its not needed. Well how does he know and was he the original design? Well ahs doesnt cover anything. Horrible. I wasted 100 dollars for their tech when the rep could've spared me amd told me we dont cover that. Be very careful. With this scam company
Reply from American Home Shield2026-08-07
Ismael, we're sorry to hear about your experience and are happy to discuss your concerns further. Please email us at [email protected] with your name, full property address, and claim details. Thank you.
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Laura Schwab · 1 review · Experienced 2026-08-06 ·
★★★★★
Multiple companies depending on service request
The companies they use for repairs are bottom of the barrel. Horrible customer service. All about sticking up for the companies and have to argue with them about completing a repair that should’ve been done correctly to begin with. Stay away.
Reply from American Home Shield2026-08-07
Laura, we're sorry to hear about your experience and understand how frustrating it can be when a repair is not completed correctly and you feel your concerns have not been adequately addressed. We'd like the opportunity to look into this matter further. Please email us at [email protected] with your name, full property address, and claim details.
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Melissa · 1 review · Experienced 2026-07-19 ·
★★★★★
DON’T WASTE YOUR MONEY ON THIS COMPANY
My family was left without air conditioning in Arizona for over two weeks, making our home uninhabitable as indoor temperatures exceeded 95°F. I submitted my claim on July 20, authorized over $1,000 in repair costs, and then endured repeated delays while waiting for a refurbished compressor. The part was finally delivered on August 3, and my AC was restored on August 4.
Throughout the process, I received conflicting information about who ordered the part, no explanation for why a refurbished compressor was selected, and no itemized estimate before I approved the charges. Multiple calls to customer service, the escalation department, and a supervisor produced no meaningful action or accountability. Despite being displaced from our home for over two weeks during extreme summer heat, American Home Shield offered no compensation or accommodation for the hardship caused by the delay.
While the repair was eventually completed, the lack of communication, transparency, urgency, and customer care made this an extremely disappointing experience. I expected much more from a home warranty company during a true emergency
Reply from American Home Shield2026-08-07
Thank you for sharing your feedback, Melissa. We sincerely apologize for the delays and frustrations you experienced during your AC repair, especially during the extreme summer heat. While we're glad your system was restored, we understand your concerns regarding the communication, transparency, and overall handling of your claim. We appreciate you bringing this to our attention, as feedback like yours helps us identify opportunities to improve the experience we provide our members.
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Juan Castillo · 1 review · Experienced 2026-06-01 ·
★★★★★
American Home Shield is a complete waste of time
American Home Shield is a complete waste of time and money. I have submitted three separate claims over the past six months to get my refrigerator fixed. During that time, they sent three different companies on a total of 10 separate occasions, continuously replacing the exact same parts over and over again. Every single part in this refrigerator has been replaced at least twice, and the unit is still not working.
Because of their total failure to fix the issue or replace the appliance, all of my food has completely spoiled on three separate occasions, and I’ve been forced to buy and rely on a separate mini fridge just to get by. Save yourself the stress and money, DO NOT buy a policy from this company. 6 months later, I’m still waiting for a solution and it feels like I’m on the customer service line every single day. The technicians that have come out have told me that the fridge is unrepairable; however, AHS makes them keep trying instead of buying me a new fridge. They have spent so much more money on trying to fix this fridge than it would’ve cost to fully replace it at this point.
Reply from American Home Shield2026-08-06
Juan, thank you for being a valued member. We apologize for the ongoing issues with your refrigerator as we understand the unit is an essential appliance and we would like to assist you with the claim. For further assistance, please email us at [email protected] with your name, full property address and claim details. Thank you.
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Seth · 1 review · Experienced 2026-08-05 ·
★★★★★
They use the worst vendors in town
They use the worst vendors in town. I had cooling issue with my refrigerator in 2025 and they assigned me to AZA REPAIR (Yelp 1.5 stars). The technician was never on time and would not communicate if they are gonna be late. They replaced the compressor, which seemed to have fixed the problem; but within a year, I got the same problem. They do not cover their workmanship beyond 30 days. So when I paid the deductible, and they assigned me to AZA REPAIR again. AZA scheduled an appointment after 2 days between 8:00 am and 12:00 pm; so I took the time off to be there. The technician didn’t show up as usual; I called AZA at 11:53 am; they called me back at 11:55 am to letting me know that the technician will be here in 25 minutes (12:20 pm). The technician didn’t show up I called AZA again they said they Robert will be here at 12:30 pm; the tech didn’t come. I called AZA again three more times; the woman picked up the phone and didn’t speak with me. The technician showed up at 12:40 pm for the 8-12 appointment.
Reply from American Home Shield2026-08-06
Thank you for sharing your feedback, Seth. We sincerely apologize for the inconvenience you experienced and understand how frustrating it can be to take time away from your schedule and not receive timely service. If you need additional assistance, please email us at [email protected] with your name, full property address, and claim details so we can review your concerns further and assist you.
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Haymarket · 3 reviews · Experienced 2026-08-05 ·
★★★★★
Absolutely terrible experience
Disaster of an experience with AHS that is still ongoing! My water heater broke and flooded my basement on 7/30. I immediately called AHS and they said that they opened an emergency claim and assigned a plumber (Shenk's Plumbing). The plumbing company contacted me the next day and said they couldn't come out until Monday (8/3) between 8-12AM. This was not ideal, but I agreed. I stayed home from work and they never showed up. At 12:30 I started calling and texting the plumbing company. They never responded and their VM was full. I contact AHS who told me they couldn't reach them either and that they sent them an email. I waited several more hours and contacted AHS again at 5PM. They said that I had to give them all day to get there and reach out the next day if I don't hear from them. The next morning (8/4) I contact AHS again and they tell me that they reached the plumber and they would be at my house in an hour and a half, so I leave work and go home and wait for them. They never show up. So I spent the afternoon trying to reach the plumber with no luck. AHS keeps telling me that I need to give them the day to show up and it's their policy that they can't assign me a new contractor. Shenk's plumbing finally texts me back and then calls at 4PM and says their contractor will be at my house between 5-6. They never show up again! I've now missed two days of work waiting on them! So, this morning (8/5) I call AHS who once again tells me they can't give me a new contractor. I insist that I get a manager to override this ridiculous policy because I have a contractor assigned that is completely absent. She says she'll transfer me, I wait on hold and she comes back and says that they will call me back, they are too busy right now. Well, it's now been three hours with no call and I'm expecting that I won't get one. The plumber is not answering any of my calls or texts today again. So, after a full week, I'm just stuck day after day with no plumber, no hot water (I'm showering at a gym), and zero help from AHS.
Reply from American Home Shield2026-08-06
Hello Haymarket, we sincerely apologize for the frustration and inconvenience you've experienced throughout this claim process. We understand how difficult it is to be without hot water, and would like the opportunity to assist you. Please email us at [email protected] with your name, full property address, and claim details.
D
Donna Baile · 1 review · Experienced 2026-08-03 ·
★★★★★
After 7 years I finally canceled
After 7 years I finally canceled, they never covered much, the last straw was them not covering 1 thing on my garage repair, everything almost replaced except the door and pulley, it cost me almost 1400.00, cancelled on July 1st 2026 and they didnt cancel, took out premium on June 27th I cancelled on July 1st and no pro rate of money back, they gave me the 100.00 back for service call because I cancelled and was waiting for pro rate refund, they called on August 4, 2026 and tried talking me into staying even offering a 100.00 future service call credit and because I said no then she got nasty and said I owed them $25.84 to cancel and I was not happy, she lied and said they gave me the 100.00 service fee back as long as I put the cancelation on hold which is a lie and said it was recorded, i knew I never did that cause if I did I would've called and put in a service call for my dryer cause it went out a couple weeks after I cancelled, on July 27th they took out the $99.99 out of my account so I made a claim with my bank and was refunded and thats when they kept calling and came up with what they did on August 4th, I'm disgusted and not happy they tried to pull one over on me even saying I was recorded as I told her your being recorded, in my opinion don't waste your money, I spent almost $8400.00 in 7 years that now will get saved for future repairs, even the sales person that came out for my dryer said they won't contract with them because there a rip off along with many others saying the same thing!!!
Reply from American Home Shield2026-08-06
Hello Donna,
Thank you for sharing your experience. We're sorry to hear that you were disappointed with the coverage, cancellation process, and customer service you received. We take concerns like yours seriously and appreciate the opportunity to review your account. We were able to locate your account and confirm that you have since spoken with an Escalation Agent, and the service fee for dispatch 485182718 was waived. We apologize that our service did not meet your expectations. Your feedback is valuable and will be used to help improve our services and customer experience.
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Rod · 1 review · Experienced 2026-08-05 ·
★★★★★
American Home Shield’s Customer Service…
American Home Shield’s Customer Service and Claims Process Are Unacceptable
American Home Shield has provided some of the worst customer service I have ever experienced.
First, when I call, the system appears designed to do everything possible to prevent me from speaking with a real person. I am repeatedly directed toward automated systems and chatbots when I am dealing with a complicated and expensive HVAC claim that requires an actual conversation.
When I finally reach a representative, I encounter another problem. The representatives appear limited to reading from scripts and repeating the wording of a denial letter. They do not seem to have the authority, technical knowledge, or discretion necessary to engage in a meaningful discussion about the facts of the claim or the discrepancies in American Home Shield’s decision.
My home was built in 2005. It was newly constructed, and we purchased it in 2008 after it was properly inspected. We were not informed of any code violations involving the home or its HVAC systems. The upstairs air-conditioning unit is the original unit installed when the house was built.
In 2026, the upstairs system developed a refrigerant leak. We were told that the leak could not simply be repaired and that the evaporator coil needed to be replaced. According to the contractor, completing that replacement would require certain modifications to accommodate the new equipment.
American Home Shield is refusing to participate fully in the cost of the repair because it now characterizes the situation as a “code violation.”
That explanation raises serious concerns. There is a major difference between a homeowner or contractor performing improper work that violates an existing code and an older home or system needing modifications because building codes and equipment standards have changed since the home was originally constructed. American Home Shield’s representative repeatedly told me that codes change over time, but could not explain why a home that was properly constructed and inspected under the applicable standards in 2005 is now being treated as though the homeowner committed a violation.
If American Home Shield can label every required update to an older home as a code violation, then this creates an enormous loophole. Nearly every home will eventually fail to meet some newer construction standard. Under that reasoning, American Home Shield could advertise broad coverage while avoiding significant portions of legitimate repairs whenever updated equipment requires modifications.
I have called repeatedly, but I cannot reach anyone with the technical expertise, decision-making authority, or communication skills necessary to address these questions. I am not looking for someone to read the denial letter back to me. I can read it myself. I am looking for a knowledgeable representative who can explain the decision, respond to the specific facts, and provide a reasonable appeal process.
A company calling itself American Home Shield should understand American homes, American construction practices, and the realities of maintaining older HVAC systems. More importantly, it should provide customers with access to representatives who are empowered and qualified to resolve legitimate disputes.
At this point, American Home Shield’s customer service and claims process feel less like protection and more like an obstacle course designed to exhaust the customer until they give up. I would strongly caution potential customers to read every exclusion carefully and ask how the company handles code upgrades, equipment modifications, refrigerant leaks, evaporator-coil replacements, and homes built under earlier construction standards before purchasing a policy.
Reply from American Home Shield2026-08-06
Hi Rod, thank you for sharing your feedback with us. We apologize that the service did not meet your expectations. We aim to provide fair and transparent service while adhering to the terms of the warranty and are happy to discuss your coverage and claim with you. Please email us at [email protected] with your name, full property address and claim details.
R
Radha S · 1 review · Experienced 2026-06-23 ·
★★★★★
I have been using AHS for a few years…
I have been using AHS for a few years now and had to open a service request for dryer not functioning on June 23rd. After the first quick turn around on the 6/26, the request is still open and it is now August 4th. I have spent time calling AHS and the service company multiple times and they have ordered the incorrect part, not once but 3 times!!! After multiple follow ups, I finally get an appointment and the technician doesn’t show up. Not one call, one email or text as a courtesy. All this time the dryer hasn’t been fully functional. I am not told that since the service provider has ordered the parts again and would take 5 days ( estimated) to be delivered any decision will be made only after that time. All the rules and process only apply to the customers. Shop elsewhere.. this company is what it used to be.
Reply from American Home Shield2026-08-05
Radha, thank you for reaching out to share your feedback. We apologize for the delay in servicing your dryer and are happy to check the status of your claim. Please email us at [email protected] with your name, full property address, and claim details.
They take their payments on time but when you put in service ticket they send out companies that make up lies like it wasnt wear and tear. Im sorry for the elderly and hard working people that depends on American Home Shield to help. I will take this to the BBB!!!!! No stars for me I had to click on at least one to move on, I guess they do get a star for taking your money. My statement stands. It's only disappointing when you have service providers that are not qualified and tell lies. I will differently push this as far as I can.
Reply from American Home Shield2026-08-05
Hello Deanna, thank you for reaching out and sharing your feedback. We understand it can be disappointing to learn that a repair is not covered. We'd be happy to review and discuss your coverage and claim with you. Please email us at [email protected] with your name, full property address, and claim details.
T
Tanvir · 1 review · Experienced 2026-08-04 ·
★★★★★
This company is a cheater and liar
This company is a cheater and liar. They overcharge customer and do not provide service. Their customer service is horrible. Stay away from AHS
Reply from American Home Shield2026-08-05
Tanvir, we're truly sorry to hear about your experience and would like to learn more about it. Please email us at [email protected] with your name, full property address, and claim details.
We have gone one week without our kitchen refrigerator because the wrong part was ordered, despite the technician coming to our home. Now that we have entered the wait-for-the-other-part cycle, we continue to live as in frontier times, trying to operate with iceboxes refreshed daily. American Home Shield is refusing to compensate us in any way for this extended delay in the repair. I have spent oodles of time on the phone today, talking to person after person, constantly verifying who I am, with nothing to show for it. We will be looking elsewhere for home warranty services.
Reply from American Home Shield2026-08-05
Vineeta, thank you for being a valued member and making us aware of your experience. We apologize for the delay in service. Please email us at [email protected] with your name, full property address and claim details for further assistance.
J
Jennifer Fields · 6 reviews · Experienced 2026-08-03 ·
★★★★★
Great customer service
Great customer service.
Reply from American Home Shield2026-08-05
Hi Jennifer, we're pleased to hear about your great experience with our staff. We look forward to helping you with your future home maintenance and repairs.
E
Elizabeth Rosario · 1 review · Experienced 2026-07-31 ·
★★★★★
Extremely Disappointing Service and Unjust Claim Denials
I enrolled with American Home Shield expecting peace of mind, but my experience over the past year has been deeply frustrating. We pay our required deductible for covered issues, yet getting basic coverage handled properly has been a constant battle.
In our first major claim, both of our basement sump pumps failed along with our water heater. The technician evaluated all three items and confirmed they all needed full replacements. Despite the technician sending all documentation to AHS, AHS arbitrarily tried to replace only one sump pump. After excessive communication hurdles and pushing back, they finally replaced both pumps and the water heater, but the lack of support and disorganization was alarming.
Our second claim involved an oven that wouldn't heat past 125°F and a dishwasher that stopped cleaning. A single technician was dispatched; while the oven was repaired, the dishwasher claim was denied. The tech advised us to clean the filter. We cleaned the filter thoroughly and have done so repeatedly after multiple cycles, yet the dishwasher still does not clean dishes.
When we tried to resolve this, AHS refused coverage, claiming the former tech noted a "pre-existing issue." First, our contract explicitly states pre-existing conditions are supposed to be covered. Second, performing routine filter maintenance is standard user upkeep, not an underlying mechanical defect. Because a routine cleaning didn't fix the internal issue, a clear mechanical failure exists, yet AHS uses moving goalposts and technicalities to avoid fulfilling their obligation.
AHS takes your monthly payments and deductibles without hesitation, but when it comes to honoring their contract, you are met with miscommunication, unjust denials, and zero customer support. I would strongly advise prospective customers to look elsewhere.
Reply from American Home Shield2026-08-04
Hello Elizabeth,
Thank you for reaching out and sharing your feedback with us. We are truly sorry to hear that the service and coverage did not meet your expectations. We understand how disappointing it can be to learn that a repair is not covered under your warranty.
Please note that the warranty does not cover routine maintenance or failures that are determined to be known pre-existing conditions. We understand your concerns and appreciate you taking the time to share your experience with us.
Your feedback is valuable and will be used to help identify areas where we can improve our service and member experience.
Thank you for your understanding.
S
Su Joi · 1 review · Experienced 2026-08-03 ·
★★★★★
Please do not use this company
Please do not use this company. This company does not answer the phone when you call for service request. There’s no sense of urgency. They do business with other companies that are trying to make you pay more out-of-pocket when my AC was not working. They sent out an HVAC company that tried to get me to buy a new HVAC instead of doing the repairs with my current HVAC that company wanted me to take out a loan which they get back a kickback from this other company to repair my HVAC I live in Maryland and I do not recommend this company at all. They are fully aware of what type of people they are sending to your home and everyone is just looking to charge you high fees without fixing the issue.
Reply from American Home Shield2026-08-04
Hello Su, we're disappointed to learn about your experience with your recent HVAC claim and would be happy to review and discuss it with you. For additional assistance, please email us at [email protected] with your name, full property address, and a brief description of your concerns. We'll have a service specialist follow up with you.
