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.
Thank you. The repair people called, sent texts and showed up when they were scheduled to.
Hi Maria, it was our pleasure to assist you with your recent work order. Thanks for choosing AHS for your home repair needs!
I write this review in disgust. American Home Shield I would rate a negative zero if an option were available to do so. Customer service is subpar t best. When my garage door opener failed, I put in a ticket. They informed me they had no one available and recommended I hire a service tech on my own and they would reimburse since it was they're error no one was available and I had to get my car out of my garage for work. So I opted to do so. Upon requesting the reimbursement I was told that they would never tell a customer to do that and to "review" the call for proof. After a month and a half of repeated calls to them to see if they had "reviewed" the call they finally said we don't show any notes and we cannot reimburse you. That was just one instance. Another occasion I called about a clanking noise in my furnace. The tech that was sent showed me the issue and it was merely a poorly installed bolt that caused my fan motor to shift forward and rub the lip of the housing. He pulled out a screw driver bent it and said "That will take care of the noise." and did nothing further noting on the service ticket that he made an "adjustment" to the wheel and that was all that was needed. fast forward 3 weeks later, same awful noise. Now I get to pay another $100 service fee for what should have been right in the first place. In explaining this to the almost non English speaking customer service rep named Lois Lane I still have no resolve. Can you say "FIRED"! Do not hire this warranty company unless you like paying high premiums and get little to no service or good service to say the least.
Cathy, we're truly saddened to hear about your recent experiences. We aim to provide reliable service and we're happy to review your claims. For additional assistance, please email us at [email protected] with your name, full property address and claim details.
AHS took me step by step with he end result being the replacement of my water heater. Work was done promptly and efficiently. Thank you AHS!
It was our pleasure, Derek! We're glad we could assist you with your water heater replacement and we look forward to helping you with your future home repairs!
I have been a customer of 5 years and had various plans with various minor claims - and I was happy. Have gold currently. AHS left me hanging on my HVAC claim. Seems this is their achilles heel. Appliances ... No issues. But need to repair my AC, denied. They used some 1 star rated HVAC sub contractor to assess and they gave false statements which caused the denial. They'll side with technician, not the customer. Should've know something was wrong when the scheduler (office manager) was super abbrassive with the scheduling. Even moreso when I called to ask about their report. Dang, super hostile. Escalated with AHS, they say nothing but "standing by our denial decision". Asked for supervisor to review, has been 48 hours and no return call.
Hello Weab, and thank you for your feedback. We're sorry to hear about your experience with your AC claim. We're happy to discuss your concerns further. Please email us at [email protected] with your name, full property address, and claim details.
We paid into this home warranty for 3 years! First mistake. Started out about 57 a month. And then at some point they changed to about 88 month. Auto payment! So after 3 years I decide to put in a service call for our dishwasher for something simple. The latch sticks when the cycle is done and the door won’t pop open.. So they send over this company All desert appliance in Reno NV. He comes and looks at our dishwasher and says. I’ve never seen this brand before! He couldn’t even open the door. We opened it. He looks inside and says. What’s that.. salt for the dishwasher.. yep we our salt in… He states he doesn’t know this brand. I’ll have to go back to my office and see if none there knows this brand. I’ll get back to you. Then I get an email from AHS asking how are service was. I immediately reply to the email. There was no service!!! They did nothing!! No reply to my email. By now I’m pissed. I’ve already paid that $100 weeks ago for no service! I call. I get some woman who barely speaks English and I tell her the story… she is like…but they say they did a diagnostic test! NOPE… I tell her I want credit and I want to cancel my contract… she apparently can’t help with the cancel of contract. I have to call someone else for that. I tell her ok. Put in for the Credit to my charge card and I’ll write in again and cancel my contract….she never does a thing…2 weeks go by and I’m charged 87.99 again fot that months charge nd no credit! I call in again and after 3 people I finally get someone who speaks better English. By now I’m hot! She yells at me for raising my voice.. I tell her all the same stuff and she finally cancels my account with them. I. The meantime I call discovered to dispute the charges because im still not getting my $100 back and even after twice saying I. Email and on phone I want to cancel contract I get billed again!! Long story short. I never got my 100 credit or the 87.99. I’m stuck. No one will help me…not even discover. So after 3 years and putting about 3500 dollars into this company I got nothing but heartaches and it was a pain I. The butt and they never helped with a thing.. I should have just saved that money I was sending to them and when something broke. Use it to fix it yourself!! Never agin!!! No that is a lie!! I have not received any credit to my charge card at this point! My credit card company said you denied my side of the story apparently I was charged back after discover initially gave me the credit! They are saying you provided proof. Apparently just because All Desert repair said they came and did diagnostics even though they didn’t and nothing was ever fixed You are sticking to the story! If I see my credit card charges actually reversed I will come back here and say that you did that!!
Hello Deb, thank you for sharing your concerns with us. We strive to provide reliable service and are disappointed to learn that your experience did not meet your expectations. After reviewing your claim, we confirmed that both the service fee and premium were reversed as a result of the chargeback. We appreciate you taking the time to provide feedback, as it helps us identify opportunities to improve our service and customer experience.
May heating And Air came out under American home shield. I had already been advised that my air condition was not repairable, but May heating came out here and pretend they were fixing things My air condition still was not repaired, blowing warm air out of the actual air conditioner. The repair man began to get belligerent with me and I straighten him up and let him know you don’t be nasty to me because you don’t know what’s wrong with my air conditioner. So Mike reports to American home shield that I need to replace my windows And installation I told him you’re looking at something that has nothing to do with my home on the exterior. It is not affected by.. It is not even in the interior of my home. I asked him was he an Insulation inspector because he had not been underneath my home or in the attic. The air conditioner was working before he came and then it stopped. So American home shield takes the side of a company that has a lot of negative reviews and complaints even with the Better Business Bureau.
Hello, we appreciate you taking the time to share your feedback and are sorry to learn about your experience with your AC claim. We're happy to discuss your concerns further. For further assistance, please email us at [email protected] with your name, full property address, and claim details.
I rarely leave negative reviews, but my experience with American Home Shield was so disappointing that I feel obligated to share it in the hope that it helps others make a more informed decision. As a Realtor with Coldwell Banker, I trusted American Home Shield for years because of its association with a well-known real estate company. Based on that trust, I referred many of my buyers and sellers to them, believing they would receive reliable service. Today, I genuinely regret those recommendations. Over the years, several clients told me they had frustrating experiences. Claims denied as "pre-existing", repairs they expected to be covered were not, and difficulty getting calls returned. At the time, I assumed those were isolated situations. Then I became a customer myself. Like many people, I felt confident when I signed up. The coverage sounded reassuring. Unfortunately, my experience didn't match those expectations. I was paying about 75 dollars a month, and when I submitted my first claim, it was denied and they called it a pre existing issue. That immediately made me question the value of the coverage. It also made me think how frustrating it would have been if I had faithfully paid those premiums for years, only to have my first claim denied when I finally needed help. Based on my experience, that possibility is something every potential customer should seriously consider. The claims process, communication, and overall experience completely changed my opinion. What disappoints me most is knowing that I recommended American Home Shield to so many buyers and sellers over the years based on trust. I sincerely regret those referrals. If you are considering purchasing a home warranty, please read reviews carefully, understand exactly what is and isn't covered, and make an informed decision. Based on my personal experience, I can no longer recommend American Home Shield to my clients, friends, or family. I hope sharing my experience helps others avoid the same disappointment I went through.
Hello H K, thank you for taking the time to share your feedback. We're sorry to hear that your experience did not meet your expectations, especially given the trust you placed in us over the years as both a customer and a real estate professional. We understand how disappointing it can be when a claim outcome is not what you anticipated. Our coverage decisions are based on the terms, conditions, limitations, and exclusions of the home warranty agreement, including determinations regarding pre-existing conditions. We sincerely regret your frustration and appreciate your perspective. Your feedback is valuable and will be shared with the appropriate teams as we continually work to improve our service and member experience.
American Home Shield has repeatedly failed to honor the terms of my home warranty plan. For years, my HVAC system has had a documented refrigerant leak. AHS sent contractors who only refilled refrigerant instead of repairing the leak or replacing the system, even though the failure was consistently classified as “normal wear & tear,” which is clearly a covered breakdown under the contract. In July 2026, AHS’s own contractor confirmed the evaporator coil is leaking, cannot hold refrigerant, & that the condensing unit must be replaced to match the coil per NC AHRI requirements. These components are explicitly listed as covered parts, & the plan includes a $5,000 coverage limit for HVAC systems. The contract also states AHS will cover necessary compatibility upgrades when replacing an air conditioning system. Despite this, AHS demanded thousands of dollars in “non‑covered costs” & offered a small “credit” that is nowhere in the contract & far below the coverage limit. They are misclassifying required compatibility components as “upgrades” to avoid paying what the contract requires. Customer service has been equally unacceptable. I experienced repeated call hangups, abrupt transfers, long holds with no return, & contradictory explanations. Representatives used pressure tactics to push charges that conflict with the written contract, including attempts to convince me that clearly covered items were “upgrades.” At one point, an agent disconnected the call immediately after I cited the contract language. This pattern shows clear avoidance, manipulation, & bad‑faith handling instead of any genuine effort to resolve a covered breakdown. AHS has failed to repair the leak for years, refused to replace covered components, refused to honor the coverage limit, & attempted to shift covered costs onto me. Homeowners should be aware of these practices before relying on AHS for critical home systems. **Updated 7/23 to response to AHS ridiculous response: Thank you for responding, but your reply does not address any of the facts in my review. It simply repeats a generic script about “limitations and exclusions” without citing a single section of the contract or explaining why covered components were not replaced. To clarify for anyone reading: AHS documented a refrigerant leak in my system for years and repeatedly refilled refrigerant instead of repairing the leak, even though “normal wear & tear” failures are covered under the contract. AHS’s own contractor confirmed the evaporator coil is leaking, cannot hold refrigerant, and that the condensing unit must be replaced to match the coil under NC AHRI requirements. Both components are explicitly listed as covered parts. The plan includes a $5,000 HVAC coverage limit that AHS refused to honor. The contract states AHS will cover required compatibility upgrades when replacing an air conditioning system. AHS attempted to classify required compatibility components as “upgrades” to avoid paying for them. AHS offered a small “credit” that does not appear anywhere in the contract. AHS demanded thousands in “non‑covered costs” that contradict the written terms of the agreement. Your response ignores all of this. It also does not explain why customer service agents repeatedly disconnected calls, contradicted each other, or attempted to pressure me into accepting charges that conflict with the contract language. I am continuing to pursue formal dispute resolution under the terms of the warranty. I will update this review as the process continues so homeowners can see how AHS handles a clearly documented, contract‑covered HVAC failure.
Hello Matt, thank you for sharing your feedback with us. We understand that it can be frustrating to learn that a claim is not fully covered and we apologize for your experience. We strive to provide fair and consistent service while adhering to the terms and conditions of the warranty. While the coil and condensing unit are covered components, the warranty does contain certain limitations and exclusions that apply to coverage. We sincerely apologize that the coverage provided did not meet your expectations.
Prompt, polite, professional.
Brian, we're pleased to hear about your positive experience using your home warranty! Thanks for being a valued member!
I recently had a very disappointing experience with American Home Shield. My air conditioning system failed, and my 2026 ShieldGold plan clearly listed a $5,000 coverage limit for A/C systems. Instead of honoring that coverage, AHS attempted to charge me roughly $3,600 in “modifications” without providing itemized charges, contract citations, or code requirements. The contractor’s quote also appeared significantly inflated compared to normal market pricing. AHS ultimately offered me only $1,100 as a cash‑out, which I accepted under protest because they refused to provide a contract‑compliant replacement. I have since canceled my plan and will not be returning. I’m sharing this experience so others can make informed decisions and carefully review any proposed non‑covered charges.
Thank you for sharing your feedback, John. We understand your frustration and are sorry to hear that your experience did not meet your expectations. Coverage decisions, including cash-out options and any non-covered costs, are based on the terms, conditions, limitations, and exclusions of the home warranty agreement, as well as the diagnosis and recommendations provided by the servicing contractor. We regret that the outcome of your claim and the associated charges left you dissatisfied. We appreciate you taking the time to share your perspective, as feedback helps us identify opportunities to improve the member experience. We wish you all the best moving forward.
Absolutely the worst customer service experience. If your repair can wait a week, while they try to find someone to fix your issue after they denied your claim for normal wear and tear, good luck. The customer service reps, barely speak English and have no real authority to authorize a repair. Save yourself the aggravation and set aside the money they would charge you in a savings account and you will be miles ahead.
Hi Frank, thank you for taking the time to share your feedback. We are sorry to hear that your experience did not meet your expectations. We understand how frustrating it can be when repairs take longer than anticipated or when a claim outcome is disappointing. If you need additional assistance with your claim, please email us at [email protected] with your name, full property address, and claim details.
Terrible experience. I was with the company for 8 years. I needed a service on my dishwasher. Sears came out and then the part ordered was the wrong part. Another part was ordered but the they kept pushing back the date weekly. I was also informed 2 parts were needed and was told one part was no longer available. This went on for 3 weeks so, I asked for a cash in lieu. Called AHS 4 times was told since part was ordered could not issue cash in lieu. So what AHS is saying, they believe its reasonable for a customer to be without a functioning dishwasher for a month. Contacted the escalation team and received the same response. Terrible I dont know if ownership changed, but they used to be reputable. But no longer.
Hello Deborah, thank you for reaching out to share your feedback with us. We're sorry to hear about your experience and are happy to review your claim. If you need additional assistance, please email us at [email protected] with you name, full property address, and claim details.
Took car of my old furnace with an uprade vs repair and fix again and again..
Thank you for your feedback, Chris! We're pleased to hear we were able to support you with your furnace needs. We appreciate your membership and your kind words.
AMS has left us for over an entire MONTH with no hot water.. this week is heading into now 5 weeks! After 3 weeks they finally "escalated" our claim which got the approval to replace the water tank.. but now their haggling over who's equipment they will use going on 2 wks now as we sit here still taking ice cold showers or inconvenience family to use their shower!! Top it off.. found out original delay was because contractor was new to AHS so they weren't setup in their system! It takes a month to setup in a system?!? The level of absurdity w this who situation is overwhelming. And I STILL don't have hot water.
Hello Sandy, We understand how difficult and frustrating it must be to go without hot water and we're sorry for the inconvenience this situation has caused. Please email us at [email protected] with your name, full property address and claim details for further assistance.
Very engaging with helping me get my home issue fixed.
Hi Steve, we're glad we could help resolve your home issue and provide the support you needed along the way. Thanks for choosing AHS!
They do not answer the phone in a timely manner and take your number to call you back. There is a $50 cancellation fee, even if you were a customer for over a year. They only paid for my water heater and not the labor, which cost more than the water heater. They would not install a new HVAC system, even after their guy said I needed one. They kept sending guys out until one 'fixed' it. I would not recommend them.
Thank you for taking the time to share your experience, Nina. We are sorry to hear about your frustrations. This is not the experience we want for our members and we are happy to discuss your concerns further. If you need additional assistance, please email us at [email protected] with your name, full property address, and claim details.
I have been without service for over 7 days, and they took $125 out of my account and can't find a service provider. For my sump pump, they told me I could get someone and pay myself, and they wouldn't refund my $125—the worst Home Warranty company. I have called for 3 days and left messages with no call back. My basement is flooding, and I can't get any help from American Home Shield. You can't get anyone to talk to or call back.
Hello Henri, thank you for sharing your feedback with us. We apologize for the delay in servicing your sump pump and would like the opportunity to assist with your claim. Please email us at [email protected] with your name, full property address, and claim details so we can review your case and provide further assistance.
★★★★★? Absolutely NOT. 0 stars if I could. Do NOT waste your money on Home Shield. I paid my premiums on time every single month, but when it was finally time for them to honor the warranty, they did everything possible to avoid covering the claim. My 13-year-old air conditioner broke down in the middle of the heat. They left my elderly mother, who is medically vulnerable, without air conditioning for two weeks. First, they claimed the problem was “biological growth” because there was supposedly a tiny amount of dust or debris on the blower fan, so they denied the claim. We requested a second opinion. The technician then confirmed what was obvious: the unit was simply old and needed to be replaced. Did they cover it then? Of course not. This time they said it required “modifications,” so it wasn’t covered either. When I asked what “modifications” meant, they said something as simple as soldering. It felt like they were looking for any reason to deny a legitimate claim. The bottom line is this: I faithfully paid for their warranty, they left an elderly woman suffering through two weeks without air conditioning, wasted our time, and then denied the claim anyway. This company seems more interested in collecting premiums than helping customers when they actually need service. Stay away from Home Shield. Save your money and choose a company that stands behind its warranty.
Hello Elizabeth, thank you for reaching out and sharing your feedback with us. Our goal is always to be there for our members and provide fair service in accordance with the terms and coverage of the warranty. Coverage decisions are also based on the professional diagnosis and findings of the servicing technician. We apologize that your experience did not meet your expectations and appreciate you taking the time to share your concerns with us.
Our A/C went out at the beginning of June. It has been a month and a half of them "waiting on a part" only to find out again this morning they had to reorder the part (for the third time) and it will be another week before they get it. Mind you today is supposed to be 103°, I am disabled, we have a senior dog with heart problems, and a child with asthma. The HVAC company blames the warranty company, the warranty company blames the HVAC company, at this point they are both at fault. By the time this gets fixed we will have been without A/C for 2 months in the middle of summer. This should be considered criminal negligence.
Hi Rachelle, we're truly sorry to hear about your experience with your A/C work order. We understand how essential air conditioning is, especially during this time of year. Please email us at [email protected] with your name, full property address, and claim details so we can review your situation and provide additional assistance.
After promising they would not withdraw a payment from my account, they did withdraw it, leaving me with less than $2 in my account. They then told me they would refund my money. I have yet to receive it. In the meantime I accrued 4 overdrafts. I’m going to be charged $120 for the overdrafts. If they had not taken the payment out of my account, I would have no overdrafts. When I called American Home Shield, I was told they couldn’t help me. So I’m stuck with a $120 bill which is more than my refund.
Diane, we apologize for the billing issue and understand how frustrating this must be. We're happy to review your concerns. Please email us at [email protected] with your name, full property address and the account details for further assistance.
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