Common complaints about American Home Shield cover areas such as its poor organization, inability to communicate with customers and its unreliable nature regarding its local contractor partners. Some complaints also mention repeated failed attempts to contact the company and receive a resolution on warranty service tickets.
Many complaints about the American Home Shield warranty company focus on the general dissatisfaction customers have with the service, specifically company's failure to follow through on its promises of covering and facilitating the repair of home appliances and systems. The Better Business Bureau page for the company includes numerous mentions of service issues and dishonest practices, as customers are unable to receive timely or efficient repairs as per the promises made in service contracts, as of 2015. Some customers complain that they are unable to get American Home Shield to honor the warranty contracts and initiate repairs.
For example, one customer explains contacting American Home Shield to schedule the repair on a home appliance, only to wait days for a contractor to visit. The contractor then failed to repair the appliance or provide any details about the time frame for completing the project. The customer had to contact American Home Shield numerous times to obtain a resolution to the matter, receiving poor service throughout the experience. Customers also complain that the company hires incompetent or unreliable contractors to complete local repairs, many of whom do not communicate with the customer and attempt to impose additional charges.