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American Home Shield Review


ConsumersAdvocate.org Rating: 4.7 / 5 (Excellent)
4,124 Customer Comments & Reviews - see all comments
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American Home Shield is a Tennessee-based company founded in 1971 to provide coverage on home appliances and systems in the United States through its network of home service professionals.

The company offers service contracts that cover the repair or replacement of major components of home systems and appliances. Customers can also purchase optional coverage for pools and spas, guest houses, home electronic systems, roof leaks, maintenance services, and more.
 
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How is American Home Shield rated?

Breakdown

4.8/5
Transparency
4.8/5
Claims Processing
4.7/5
Coverage Options
4.7/5
Additional Benefits
4.7/5
Customer Experience

Overall Rating: 4.7 / 5 (Excellent)

American Home Shield's coverage is among the most comprehensive we've seen in the industry. The company covers considerably more appliances and systems than its competitors and has fewer coverage limitations.

The company recently updated its plans—they now have three to simplify choosing the right one for your home. American Home Shield focuses on the repairs that offer the most value to consumers, removing items that are inexpensive to replace, increasing its coverage limits on appliances in its most expensive plan to reflect today's higher-priced, "gourmet" appliances, and adding roof leak coverage.

Coverage

Key Facts

Plan Types
Systems
Appliances
Combo Plan
Benefit Limit Type
Per Item
Typical Appliance Benefit Limit
$3,000
Typical Systems Benefit Limit
$0

Coverage Options - 4.7 / 5

American Home Shield offers consumers a choice of three plans, following a good-better-best model. Its ShieldSilver plan warrants systems only, but can be amended with certain add-ons, including pools, electronics, and guest houses. Its ShieldGold plan covers a range of systems and appliances, again with add-on options. Its ShieldPlatinum plan covers everything in the ShieldGold plan, plus roof leaks up to $1500 and some routine maintenance services. These include free HVAC tune-ups, unlimited top ups on your AC refrigerant, coverage for code violations including permits.

All told, American Home Shield covers 23 systems and appliances, considerably more than most of their competitors, and fully covers 11 of those items. There is no limit on the number of claims a customer can file over the year’s contract, either.

What does American Home Shield cover?

Covered Built-In Systems

  • Air Conditioning
  • Heating
  • Electrical
  • Plumbing
  • Water Heater
  • Instant Hot/Cold Water Dispenser
  • Doorbells
  • Ceiling Fans

Covered Appliances

  • Refrigerators
  • Dishwashers
  • Clothes Dryers
  • Clothes Washers
  • Ranges/Ovens/Cooktops
  • Built-in Microwaves
  • Freestanding Ice Makers
  • Built-In Trash Compactors
  • Garage Door Openers
  • Built-in Food Centers

Exclusions

For a full list of American Home Shield exclusions, check out this page.

Specialty Items

  • Guest Unit
  • Pool/Spa
  • Well Pump
  • Septic
  • Roof Leaks

Contract & Price

Contract Details

Annual Premium
Starting at $0
Minimum Contract Length
12 month(s)
Home Inspection Required for Contract?
No
Online Quote/Application

Contract & Price - 5 / 5

American Home Shield has a flexible pricing policy and offers three different coverage plans and two trade service call fee levels: $100 and $125.

This allows consumers to have input into the annual price based on their budgetary needs.

We requested a quote for a single family home under 5,000 square feet located in a medium-sized midwestern city. The minimum annual premium (Shield Silver Plan) was $59.99 per month. The maximum premium (Shield Platinum Plan) was $109.99. So AHS prices are somewhat higher than many competitive plans. Consumers should note that their final price will vary by plan, service call charge selected, and location.

Sample Contract

American Home Shield provides a sample contract for potential customers on its website: American Home Shield Sample Contract

Cancellation Policy

Customers can cancel anytime within their 30 day wait period and receive a full refund, and can cancel anytime during the contract term, as this is a non-binding contract.

Claims & Service

Claims

Service Fee
$100 and $125
Maintenance Records Required for Service?
No
24/7 Claims Department?
Waiting Period
30 days

Contractors & Service

Contractor Selection
In-Network Only
Contractor Network Size
14,000+ contractors
Number of Technicians
45,000 technicians
Service Recall Period
30 days

Claims Processing - 4.8 / 5

Consumers can submit a service request online 24/7/365. American Home Security does not require an inspection prior to purchase.

The company has a large network of service professionals and offers a 30-day workmanship guarantee on their services.

American Home Shield Reputation

Company Details

Year Founded
1971
NHSCA Membership
Number of Customers
1.7 million
Number of Employees
1,700
TrustPilot Rating
2.1 out of 5
BBB Rating
B
BBB Positive Reviews
392
BBB Neutral Reviews
50
BBB Negative Reviews
1,874
Date Collected
2023-07-24

Reputation - 5 / 5

American Home Shield has been in business since 1971, making it the oldest player in the industry. It has over 1.7 million customers.

In 1989, the company was acquired by ServiceMaster, an established firm that also owns Terminix and Merry Maids.

American Home Shield is accredited by the BBB and has a B rating. In this industry, negative customer reviews far outnumber positive ones.

Contact & Additional Information

Homepage URL
https://www.ahs.com/
Company Phone
(888) 429-8247
Headquarters Address
150 Peabody Place, Memphis, TN, 38103
Mailing Address
P.O. Box 849, Carroll, IA, 51401
Year Founded
1971

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4124 Customer Comments & Reviews

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S
S. G
7/12/2017
Have been an AHS member for 18 years. Just waited 52 minutes on hold for customer service even though the canned messsge stated my hold would only be 10 minutes. Then was told they could not help me in changing the automated contractor given to me. This has never happened to me before. Normally, customer service has been awesome and accommodating. Something has happened and the quality of customer service has declined. New CEO? Less employees? Not sure but I will have to see if I will be shopping for a new home warranty contract.

A
AHS A  
Official Response

Company Rep of American Home Shield
Hello, I am sorry to hear about the hold time and the issues that you have experienced. Please send us your information at social@ahslink.com, attention, "Consumers Advocate", and we will be in touch with you regarding your concerns. Thanks
Bill C
7/12/2017
FYI, a friend has had the AC out in her condo for a WEEK now. She has a policy with American Home Shield. American Home Shield has sent the same incompetent AC company out three times to no avail, now the incompetent AC company says the drain line is clogged and we need a plumber. American Home Shield says it will be 48 "BUSINESS" hours before they can get anyone else!!!!! When she calls them she is literally on hold for 40-50 minutes, no joke. This morning she placed a call and was put on hold with the reminder of how much they value our call. We drove to Home Depot, picked out lumber for a project, loaded it, drove home, unloaded it and went inside the hot condo and they answered with... Read More

AHS A  
Official Response

Company Rep of American Home Shield
Hello Bill, If you can have your friend to send her information to us at social@ahslink.com, attention, "Consumers Advocate", we will contact her concerning this matter. Thanks
R
Ralph C
7/12/2017
I have had a warranty for 4 years, I like the contractor they send out but their service is not good. I just spent over 27+ minutes on the phone for the third time trying to arrange getting my ceiling repaired from where a plumber had to cut into it to replace a pipe. I was told "my call was important" at least 35 times, clearly that was not the case.

A
AHS A  
Official Response

Company Rep of American Home Shield
Hello Ralph, We apologize for the hold time that you have experienced. If you need assistance regarding a service issue, please send your information to social@ahslink.com. attention, "Consumers Advocate", and we will be in contact with you. Thanks
S
sherry
7/12/2017
long wait times, no manger ever calls you back. They dont sent right people out and take your money,

A
AHS A  
Official Response

Company Rep of American Home Shield
Hi Sherry, If you send your information to social@ahslink.com, attention, "Consumers Advocate", we will follow up with you regarding this issue. Thanks
S
Shawn M
7/12/2017
One Very Big reason for only 4 1/2 stars is they Do Not "HONOR OUR VETERANS" with the Military discount they've Earned ! Shawna / Great state of Texas

A
AHS A  
Official Response

Company Rep of American Home Shield
Thanks for the feedback Shawn.
Cammie S
7/12/2017
I really appreciate how quickly the online team responds!

AHS A  
Official Response

Company Rep of American Home Shield
Thanks Cammie. We are here for our customers. Thanks for the feedback.
AR B
7/12/2017
I signed up for my warranty a few months ago. Since signing up o have had 2 service calls and have been satisfied with the repairs and ease of use. I recommend American Home Shield to everyone I talk to that is purchasing a home. It has saved me money on oven and furnace repairs. Thank you for making this service hassle free!

AHS A  
Official Response

Company Rep of American Home Shield
Thanks for the wonderful feedback.
A
Alvin
7/12/2017
I have been waiting for service on my plumbing for 3 months now. The first company came out I waited 2 weeks then called to find out the status only to find they were waiting for a call from me. I had no idea that they were. I called the company and they never picked up 2 weeks later I called AHS to get another company to come out, I am still waiting to hear from that company. I called back to AHS about this company and the rep gave me the name of the company and the number and told me to call them myself. I did so they said that a rep would call me back still waiting. I called AHS back and a supervisor was to call me back still waiting for that call back. So now on the third month just... Read More

A
AHS A  
Official Response

Company Rep of American Home Shield
Hi Alvin, I apologize for the inconveniences that you have experienced concerning this matter. We would like to offer our assistance to help resolve this issue. If you send your information to social@ahslink.com, attention, "Consumers Advocate", we will look into this matter and follow up with you. Thanks
Larry B
7/12/2017
AHS is great to work with. Simple and easy to request service. in 2 years I've only had one issue with repairs and AHS stepped in to help resolve the issue.

AHS A  
Official Response

Company Rep of American Home Shield
Thanks Larry. Happy to hear the issue has been resolved.
I
Isabel B
7/12/2017
I highly recommend American Home Shield Home Warranty, I have not had an issue with their immediate follow-up to request service. The only thing I would recommend is for the website to still allow you to request service if you need the contractor to go back again because the problem came up again. When this happens you need to call the toll-free number and it is not available 24 hrs. That being said, I have no negative comments to make about AHS, their cost is reasonable considering the high cost of appliance repairs and the number of home appliances covered.

A
AHS A  
Official Response

Company Rep of American Home Shield
Happy to hear that you are pleased with your services. Thanks for the feedback.
Top Rated
Our Partner
  • Plans & pricing to fit every budget
  • No age limit on systems & appliances
  • No inspection or maintenance records required
  • If a covered item can’t be repaired, they replace it
  • 30-day workmanship guarantee
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