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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

Loading Reviews ...
Elaine A
7/3/2017
The service was timely and courteous. They explained exactly what they were doing and had my air conditioner running in about 90 minutes.

AHS A  
Official Response

Company Rep of American Home Shield
Happy to hear about your experience with your services Elaine. Thanks
J
jlehman001
7/3/2017
I have used AHS for more than 20 years for my personal residence as well and rentals. Overall they do a good job. It takes a bit to learn how to use the services and what to expect, but having used others they are the best.

A
AHS A  
Official Response

Company Rep of American Home Shield
Thanks. We are pleased to hear that you are satisfied with your services.
Marco K
7/3/2017
About two weeks ago, I called American Home Shield (AHS) with a fairly urgent request for someone to look at my air conditioner. After not hearing from anyone for a day, I called AHS to cancel and was told that there would be no charge. For that call, I waited on hold for 37 minutes before getting to speak with anyone. (AHS does not deal with email and one cannot cancel an appointment online.) I then found and called another air conditioner service company, which came over promptly and fixed my problem for five dollars less than the AHS service fee. Even so, AHS put through the charge for the service call that never happened, so now - rather than wait another 37 minutes to speak with a... Read More

AHS A  
Official Response

Company Rep of American Home Shield
Hello Marco, I apologize for the hold time and I am sorry to hear that you are canceling. I will be in contact with you to see how we can resolve this matter. Thanks
B
B
7/3/2017
American Home Shield is always prompt and their contractors are knowledgeable and the trucks have the parts needed to do the repairs. I only use American Home

A
AHS A  
Official Response

Company Rep of American Home Shield
Thanks for the wonderful feedback!
A
Anne D
7/3/2017
I have been a customer of American Home Shield for over two years and had another Home Warranty company at a different house prior to that for 5 years. I chose American Home Shield because of their reputation and friends recommendation. I have not been unsatisfied. I purchased the insurance when we purchased our home and have, unfortuately, needed to submit claims on numerous items. We have required assistance with our pool pump, our pool heater, our garbage disposal, our refrigerator and ice maker and our air conditioners-on several occasions. American Home Shield is very user friendly and respond immediately. Their contractors have been extremely professional and I like very much... Read More

A
AHS A  
Official Response

Company Rep of American Home Shield
Hi Anne, I am sorry to hear about the experience on the last claim, however we appreciate the feedback, and the opportunity to improve our customer experiences.
Mary B
7/3/2017
The improvements on the web site are wonderful. It is very easy to request service and the companies we have had respond lately are extremely helpful and prompt and courteous. Highly recommend AHS.

AHS A  
Official Response

Company Rep of American Home Shield
Thanks for the feedback regarding the improvements Mary. We are happy this helps to make the process easier.
M
Melissa M
7/3/2017
American home Shield has great service. And at a great price

A
AHS A  
Official Response

Company Rep of American Home Shield
Thanks for the great feedback.
L
Lisa
7/3/2017
Love your prompt service but hate that you never have parts in hand for repairs.

A
AHS A  
Official Response

Company Rep of American Home Shield
Hi Lisa, Thanks for the feedback, we will use it to improve our products and services.
S
Scott
7/3/2017
It is my opinion that service providers, such as AHS, collect money in a passive manner without adding much value to the homeowner... That is UNTIL such time that a home owner needs to use their contract benefits. This becomes the opportunity for AHS to shine and demonstrate both product value ad high levels of customer service. My experiences in this area have been mixed at best. On one occasion, I had AC issues and service was ready immediately. Sadly, the people who came out had to make two trips. Once to diagnose and one to repair. Not quite perfect, but acceptable. The second time I had an AC failure on a Saturday during a holiday weekend. Not only could I not get through to an agent... Read More

A
AHS A  
Official Response

Company Rep of American Home Shield
Hello Scott, If you send your information to social@ahslink.com, attention, "Consumers Advocate", we will reach out to you concerning this issue. Thanks.
Justin W
7/2/2017
I have had air conditioning repairs every summer since we have had a contract with AHS, going on 3-4 years now. Each time we have had to refill the refrigerant costing us around $460 each year, plus membership fees and service calls. By now we could have paid off a new system. Last summer we were forced to go all summer without A/C despite the services we were paying for. It finally got fixed in September and when we asked what might happen if it didn't work in the spring, we were told by a supervisor that 'we'd address that if the time comes. In April of this year I informed AHS of the A/C not working because customer service is saying that we'll still owe for refrigerant yet again,... Read More

AHS A  
Official Response

Company Rep of American Home Shield
Hello Justin, I am sorry to hear about this issue regarding your A/C. If you send your information to social@ahslink.com, attention,"Consumers Advocate", We will follow up with you. Thanks
Top Rated
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  • 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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