I've been with AHS for several years. During those first years, nothing really big broke. They are barely acceptable for small minor things like an ice machine, dishwasher, microwave, etc. But if you have a big ticket item such as water heater or A/C replacement, you're pretty much on your own!
I have had to replace both a 16-year-old water heater and 20-year-old A/C units this year. Both times, AHS sent out people that I would hardly call "professional" and both times their people were ridiculously over-priced requiring me to call around and find more reasonably priced "professionals". But when you go this route, and use someone you would rather do the work, you must use their "cash out option". This is where it gets real crazy. After you have paid AHS their service fee for their unprofessional tech to show up and give you some ridiculous repair bill, if you disagree, you then have use your own time and effort to find someone else that you trust more in your home and is better priced. Forget trying to get AHS to send another party out. After you end up doing the extra work and time and find someone to do the same work cheaper, do you think AHS care or wants to help? NOPE. They want to only pay a few cents on the dollar for the replacement.
Example, the people AHS sent for my A/C units said that 2 units were bad and after they speak to AHS, they would return with an estimate to replace. Later that afternoon another guy returned and said he had spoken with AHS and they would cover $4,000 to replace the units and then preceded to quote me a replacement cost of over $18,000 that's with the $4,000 he said AHS was paying. I tried explaining that I felt that was too much and that I needed to speak with AHS and possibly get a second opinion. This guy wasn't taking "no" for an answer and kept trying to get me to sign his form! I kept explaining that I wasn't signing anything that day. I almost had to throw him out of the house!
I immediately called AHS but the person you speak to can never tell you anything you need, they always say they will put a note in your file. I explained that I needed to have my A/C units repaired quickly because it's over 100deg here in this south TX heat and it was imperative that I speak with someone concerning the coverage to replace my A/C units. The lady said, "yes, someone will contact you shortly". Several more days went by, I had 3 other contractors estimates by this time and still haven't heard from anyone from AHS! I called multiple times and got the same message about "someone will contact me". I had to do something. I have a disabled girlfriend and her 2 kids living with me. So, I got someone to replace the units to the tune of $17,500.
Again, for weeks after I called AHS trying to speak with someone, still nothing. I did get 2 letters stating what they were not going to cover but still no one would answer my call. Finally, about 3 weeks after the A/C install, a lady from the "cash out department" calls and says she'll only pay me $200! Then tries telling me that the people AHS sent out said I only needed 1 part for 1 unit. I said no, those people said I needed 2 complete units and that AHS would cover $4,000 of it! (I actually have it ALL in writing from the guy). She laughed and said well, that I would just have to call those people and discuss it with them! Which I did but they kept saying that extra money was a "discount" and kept sidetracking the real issue that they lied to try to get the work.
Again, I have it all in writing! I'm planning to go see an attorney over this ordeal to see if it's worth fighting. But as it stands, American Home Shield is a joke! Not worth the money they charge and aren't willing to lift a finger to help you in any way. I'm done! Please take my advice and stay away from this company.
Length of Use: 2+ years
Bottom Line: No, I would not recommend this to a friend