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
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dan cavallo · 5 reviews · Experienced 2026-07-12 ·
★★★★★
AHS is worth the price!
The website is easy to use. There is no option to choose central air conditioning so I had to call by phone to schedule the appointment. The agents are professional and friendly. The service provider (Action Service) assigned to my case was also very good and responsive.
Reply from American Home Shield2026-07-20
Dan, thank you for taking the time to leave a review. We're happy to hear that you had a positive experience with our customer service team and that Action Service was responsive and provided excellent support. We also appreciate your feedback about the website. While we're glad you found it easy to navigate, we understand the inconvenience of having to call to schedule your central air conditioning appointment. Your input is valuable and helps us improve the customer experience.
K
Karl · 2 reviews · Experienced 2026-07-06 ·
★★★★★
The service technician provided excellent service.
The service technician provided a prompt response and was polite and professional. We called about our AC issue on Sunday night and it was resolved the next day. He assessed the problem and repaired it quickly. The AC has been running strong ever since.
Reply from American Home Shield2026-07-20
Hi Karl, we're glad to hear that your technician provided efficient service and was able to resolve your AC issue. We appreciate your feedback and are pleased that your AC has been working well since the repair. We look forward to assisting you with your future home repair needs.
They will take your money then write a false claim to keep from actually replacing appliances. I do not recommend this company to anyone.
Reply from American Home Shield2026-07-20
Hello Gregory, we're sorry to hear that your experience left you feeling disappointed. We understand that claim decisions can be frustrating, especially when the outcome is not what you expected. We are happy to discuss your claim and coverage further. For additional assistance, please email us at [email protected] with your name, full property address, and claim details.
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NIH NIH · 2 reviews · Experienced 2026-06-21 ·
★★★★★
Painful and Frustrating
My 11-year-old refrigerator went out on June 21st and was replaced on July 16th. It took 3 appliances companies, numerous calls (each on hold for a minimum of an hour), escalation, and complaint to (AHS) claims department for AHS to stop dragging its feet to replace my fridge. It was a very painful and frustrating process.
Reply from American Home Shield2026-07-20
Hello Nih Nih, we're sorry to hear that your refrigerator replacement process was so lengthy and frustrating. We understand how inconvenient it is to go without such an essential appliance, especially when multiple service visits and follow-up calls are involved. Thank you for taking the time to share your experience and provide us with valuable feedback.
Horrible plan. My air conditioner needed freon. I was told that all i had to pay for service call $125. Come to find out they only cover $10 for one pd for freon so I ended up paying $200 because freon is $50. Stay clear of this company.
Reply from American Home Shield2026-07-20
Hello Martha, we understand it can be disappointing when a repair is not covered as expected. While air conditioning systems are covered under the warranty, coverage is subject to specific exclusions and limitations outlined in the contract terms. We apologize that the outcome did not meet your expectations and appreciate your feedback.
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Nicholas · 2 reviews · Experienced 2025-11-03 ·
★★★★★
Company and its contractors engage in deceptive behaviors
I am filing this complaint because I believe American Home Shield and its contractor, John Hudgins Plumbing, engaged in deceptive claims-handling practices that prevented me from receiving a fair evaluation of my property damage.
I contacted American Home Shield after an Airbnb guest damaged my property, resulting in a toilet becoming loose at the base and leaking from multiple points. The plumber dispatched by American Home Shield, John Hudgins Plumbing, observed that the toilet was moving freely and stated that a toilet should never move that way. The leak ultimately caused approximately $30,000 in water damage.
When Airbnb's insurance representatives investigated the loss, my claim was denied based on the plumbing contractor's conclusion that the damage resulted solely from normal wear and tear rather than a damaging event. I strongly dispute that conclusion.
I requested an explanation and supporting evidence for that diagnosis but was unable to obtain one. I also requested that American Home Shield investigate the contractor's findings. In my experience, that investigation was delayed for approximately eight months, and it was not completed until after my annual contract had expired. The investigation ultimately appeared to consist only of asking the contractor for additional information, and I was informed that no further explanation would be provided.
I later consulted other licensed plumbers who indicated that damage of this nature could have resulted from causes other than ordinary wear and tear. Unfortunately, by that point the repairs had already been completed, preventing an independent inspection of the original condition.
Based on my experience, I believe the contractor's diagnosis was accepted without meaningful scrutiny and was used to support the denial of my insurance claim. I believe the actions of American Home Shield and its contractor demonstrate a lack of transparency and raise serious concerns about whether customers are receiving impartial evaluations when insurance coverage may be affected.
I am requesting that American Home Shield provide all documentation, notes, photographs, and evidence supporting the contractor's conclusion that the damage was caused solely by wear and tear. I also request an explanation of the investigative steps taken in response to my complaint and why the investigation took approximately eight months to complete. If the company stands by its contractor's diagnosis, it should be able to produce evidence supporting that conclusion rather than relying solely on the contractor's unsupported opinion.
I believe consumers deserve unbiased assessments from contractors dispatched by their home warranty company, especially when those assessments can directly affect insurance claims and significant financial losses.
Reply from American Home Shield2026-07-16
Hello Nicholas, thank you for sharing your concerns with us. We sincerely apologize for your experience and for any frustration or inconvenience this situation may have caused.
We would be happy to review and discuss your claim with you. Please email us at [email protected] and include your full name, complete property address, and claim number so we can further assist you.
The tenants in my rental property are still having problems with something that was repaired last month. The contractor said I must contact AHS before they can return to the property. This is not a new service request so I must speak to an agent. I have been trying to reach someone since last night with no luck. The recording will not let me wait on hold for the next agent, I MUST provide a number for them to call me back when it's my turn, if I just try to wait it out it hangs up on me. I left a yesterday afternoon, finally took a shower after waiting more than 2 hours (having been told my wait would be an hour or so), of course that's when they called. I called back this morning, was told I would be called back in 20 minutes and that I was already on the call back list. It has now been over an hour and still no call back. Meanwhile my tenants have no air conditioning in 100 degree heat. Garbage service.
Reply from American Home Shield2026-07-17
Hi Sandra, thank you for sharing your feedback. We sincerely apologize for the difficulty you experienced reaching us and for the delays in getting assistance. We understand how frustrating this situation must be for both you and your tenants. Please email us at [email protected] with your name, full property address, and claim details for further assistance.
J
James Luna · 1 review · Experienced 2026-07-14 ·
★★★★★
I can't get in contact with customer…
I can't get in contact with customer service.
The company's they contract through don't keep their appointments.
When I called to switch service companies, they tell me that switching service companies would only prolong my services.
This company really doesn't care about it's costomers
Reply from American Home Shield2026-07-15
Hello James, our goal is to be there for our members, and we're truly sorry to hear about your experience. We'd like the opportunity to look into this matter further and assist you. Please email us at [email protected] with your name, full property address, and claim details.
TL;DR - Absolutely terrible! I received this service for free as part of my home purchase and it's still a waste of money! My fridge broke 10 weeks ago and they still haven't replaced it. I've been calling them daily for the last week and every day it's a new song and dance about how they're 'working the problem' and that the escalation team 'will call you by the end of the day'. I cannot impress upon them how frustrating it is to be without this essential appliance and nothing I say gets a new response out of their techs. I would avoid this company at all costs.
To start with, they contracted Sears to fix my fridge. Well the ONLY way to talk to Sears is to talk to their AI agent. You cannot get a hold of their techs or a live person anywhere, which means that I have no idea what's happening on their end. They continue to schedule appointments without contacting me and without providing a reason for the appointment. Their parts depart send the wrong part 3 out of 4 times and when they sent the right part, it didn't even work. Not that it didn't fix the problem, it performed worse than the part it replaced! My compressor fan was running with my original control board but the interior fans weren't. When they replaced my main control board with their 'new' part, it didn't fix the interior fans and it stopped the compressor fan! The Sears tech, Kevin, straight up told me on his first day out that he wasn't a refrigerator repair man and wasn't sure what he was doing. 7 weeks and 6 appointments later (each appointment of which was a all day window requiring my wife or me to take the day off work), he finally gave up and told me in person it was un-repairable and he was submitting his notes so that I could get a replacement. Only he didn't submit his notes. I had to wait for another AI scheduled appointment 2 weeks later before he finally submitted his notes. I called AHS that day and they noted the un-repairable notes had been submitted and that I would get a call from their replacement department within 24 hours. 24 hours later (9 weeks and counting), no phone call. So I called AHS back and the tech that answered on that day said there was no such un-repairable note from Sears and that the ticket had been closed out as 'repaired' and complete. After a frustrating 20 min conversation (after waiting on hold for an hour) I was told that they would escalate the issue but that escalation team was unavailable at that time and that they would call me back within, you guessed it, 24 hours. Well 3 days later after receiving no phone call, I called them back. The tech told me the escalation department would call me at any time and that there was nothing they could do besides wait for that call. They couldn't call their escalation department, they couldn't walk down the hall and talk to their supervisor, nothing. Now at 10 weeks, I finally get a call from Mary in their Indian based escalation department. She has no record of Sears providing an un-repairable notice and the ONLY thing she can do is send Sears an email and call me back... within 24 hours.
There is no workaround for AHS to realize that after 10 weeks that my appliance needs to be replaced regardless of what their process says. There is no escalation that doesn't involve waiting on the response from an email. It is absurd. 10 weeks to replace a fridge is far too long and these people lack all humanity. You and I would be better off just buying a new appliance and leaving AHS in the gutter. If a home seller offers you an AHS warranty with your purchase, take it as an insult, they hate you. It is the only reason anyone would buy their product.
Reply from American Home Shield2026-07-15
Dear Caleb, we apologize for the delay in servicing your refrigerator as we understand the unit is an essential appliance in your home. Please email us at [email protected] with your name, full property address and claim details and we'll have a service specialist follow up with you directly.
M
Money Mone · 2 reviews · Experienced 2026-07-01 ·
★★★★★
AHS IS A SCAM
I had tonreport them to the Md Attorney General and BBB and looking to do small claims. Sent a contractor to my house who then disconnected.my whole HVAC system in the middle of Summer and lied saying it can start a fire. They sent another contractor out to reconnect just for them to try and scam me on the quoted price to repair. I called out the contractor and inforn of AHS via email and then AHs cut communication and the contractor Bennet Air of Waldorf Md blocked.my number when asked about whos directing the charges.as.none of quote.made sense.
Reply from American Home Shield2026-07-15
Hello Money, thank you for sharing your concerns. We're disappointed to learn about your experience with your HVAC claim. We'd be happy to review the claim and discuss your concerns further.
For additional assistance, please email us at [email protected] with your name, property address, and claim details so we can better assist you.
This company is not anymore what it use to be in the past. They don't solve your problem, they create you more problems with such a bad service. I have been waiting for a month to repair my washer and dryer. I request to talk to a supervisor and is literally impossible to communicate to a person that reasonable understand the problem and provide solutions. I asked them to change the provider for this issue and they say they can not. In the past they were always providing other companies right away. We also had a problem with the A/C and same thing happened, their provider never solve the problem, calling to AHS nobody helped us, we finally went with another company and they fixed the problem. Also I tried to cancel my complete subscription and is impossible to talk with a person that can answer and cancel the subscription. It is frustrating and if you want to spend 1,000 dlls a year for nothing... think about it. This company became the worst company for home service insurance.
Reply from American Home Shield2026-07-15
Hello Claudia, thank you for bringing these concerns to our attention. We understand how frustrating it can be to experience prolonged repair delays and difficulty obtaining assistance. We'd like to review your experience and address any outstanding issues. Please email us at [email protected] with your name, full property address, and claim details.
We contacted American home shield on a Friday. Our service was set up for the following Monday between 12 PM and 5 PM. Our technician arrived promptly at 12 PM. He was able to immediately diagnose the problem with our dryer and replace the part that had failed.
Reply from American Home Shield2026-07-16
Hello Nancy, we're committed to delivering a seamless service experience, and it's rewarding to know that your expectations were met. We appreciate your membership and thank you for choosing American Home Shield.
L
Lori Andersen · 1 review · Experienced 2026-07-14 ·
★★★★★
great experience
So far great experience. Immediate response to request for services and service people have been excellent!
Reply from American Home Shield2026-07-16
Hi Lori, we're happy to hear everything has gone smoothly and that you've been pleased with the support you've received. We appreciate having you as a member and look forward to continuing to serve you.
It was my very first call to them and they responded as though I'd been a customer for 20 years; very receptive.
Reply from American Home Shield2026-07-16
Hi Reginald, we're pleased to know that your initial experience reflected the level of care and attention we strive to provide every member. We appreciate your feedback and look forward to continuing to serve you.
M
Morgan · 2 reviews · Experienced 2026-07-15 ·
★★★★★
Absolutely horrible!!
Absolutely horrible!!! Save your money, whatever you would pay them put in a savings account monthly you'll be so much better off.
Been trying to cancel my plan for over a month, hours and hours of phone calls to continually be told only one person can do it and they have to call me, of course the call never comes.
Their providers get more work orders the more they deny. Stay as far away from this company as you can.
Reply from American Home Shield2026-07-16
Hello Morgan, we're sorry to hear about your experience and apologize for the frustration this situation has caused. Your feedback is important to us, and we'd like to investigate your concerns further. Please email us at [email protected] with your full name, property address, and any relevant details so we can assist.
R
R Wiles · 2 reviews · Experienced 2026-07-15 ·
★★★★★
Service has declined over the years
Service has declined over the years. No local contractors. Deny claims. Support reps are in India. Receive support calls late at night. The most recent issue was a defective pool pump. The repairman drove 2 hours to our house and took our pump with him weeks ago. The claim was denied because the wrong part had been installed. However, it was the same repairman who worked on our pool pump three years ago who installed the wrong part. Now my pool is green, and my pump is over 100 miles away. Very lousy service. I intend to cancel my policy whenever that guy returns my pool pump. I liked the company years ago, but not anymore. I would never recommend AHS.
Reply from American Home Shield2026-07-16
Hello R. Wiles, thank you for reaching out and sharing your feedback. Providing reliable service is our goal, and we sincerely apologize that your experience has not met your expectations. We would appreciate the opportunity to assist you with your pool claim and address your concerns. Please email us at [email protected] with your full name, complete property address, and claim details so we can review the situation and provide further assistance.
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Walton · 3 reviews · Experienced 2026-06-23 ·
★★★★★
The ease of requesting a service…
The ease of requesting a service technician to help. Quick payment service.
Reply from American Home Shield2026-07-16
Walton, we're delighted to hear that getting assistance was a smooth process and that everything was handled efficiently. We appreciate your positive feedback and look forward to serving you again!
S
Sara Nunez · 2 reviews · Experienced 2026-07-13 ·
★★★★★
Technician was very knowledgeable and…
Technician was very knowledgeable and took his time to find the problem with my refrigerator not cooling. Was very concerned about testing every part that was not working and fixed the problem. Very professional & very polite. I am a very satisfied customer.
Reply from American Home Shield2026-07-16
Hi Sara, we're delighted to hear that your service visit resulted in a successful repair and a positive experience. We appreciate you recognizing the care and attention that went into resolving the issue. Thank you for choosing American Home Shield!
B
Barlin Joseph · 1 review · Experienced 2026-07-15 ·
★★★★★
Terrible service—avoid this company at all costs!
I am beyond frustrated with American Home Shield. My AC broke down on July 2nd, and I filed a service request on July 3rd. They assigned a vendor to handle the repair, but I never received a call or a follow-up.
After hearing nothing, I called AHS again on July 10th. They assigned a new vendor, but it was the exact same story—total silence. Today is July 15th, and after calling them yet again, there is still absolutely no progress. We have been struggling in this heat for nearly two weeks with no help from them.
Do not waste your hard-earned money on this company. They provide no support when you actually need it. Please look elsewhere for a reliable home warranty provider.
Reply from American Home Shield2026-07-17
Hello Barlin, thank you for reaching out and sharing your feedback with us. We sincerely apologize for the delay in service. We understand that your air conditioning is essential, especially during this time of year. We'll have a service specialist follow up with you to assist you with your claim. Thank you for your patience and understanding.
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Usually Satisfied Customer · 22 reviews · Experienced 2026-07-10 ·
★★★★★
Value Beyond the Monthly Payment
American Home Shield (AHS) has provided me with reliable service for over a decade, in two of my houses, covering plumbing, water heating, and central heating and air-conditioning issues. AHS has replaced a water heater and covered other substantial repairs to date, making the plan an excellent value. Most recently, AHS dispatched NW Sundance Services for an active leak under my kitchen sink; the technician diagnosed and repaired it in a single visit. I like that AHS acts as the middleman between me and these service companies, because dealing with a contractor directly — even when money is no issue — leaves me nowhere to go if a dispute can't be resolved. I run my own background check on each assigned contractor, and their state licensing records have always been excellent; AHS never fails to deliver a legitimate company. That turns the monthly payment from a straight cost-of-services calculation into something worth more: peace of mind.
Reply from American Home Shield2026-07-14
Hi, thank you for being a valued AHS member. We're pleased to hear that your coverage has delivered both savings and peace of mind over the years. We're glad your recent service experience met your expectations, and we appreciate your continued trust in us.
