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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 ...
M
Mark
10/8/2020
You're about to lose a 10 year customer over a $350 part for a pool heater.

jcina1966
10/7/2020
Completely satisfied with the service I've received to date! Prompt and complete with the repairs! Knowledgeable technician!

E
edbarnard734
10/5/2020
Had trouble in the past , with no response by the vendor to set up appointment. Canceled to ticket. This time, entered on line. Went well. Ethan of Greenway was tech. Ran a little late, but that was ok because he kept me informed of arrival time. Fixed the problem with water heater. Very professional.

S
silvia g
10/3/2020
I have been a customer of AHS since August 2014 and have had nothing but excellent service from them. My service requests are processed in a timely basis and their contractors have been excellent. I really like the on line request for service process so that I don't have to call them. They would receive a 5 star rating if they improve their phone access. Takes too long to speak to a representative.

C
Cynthia W
10/3/2020
I have had very good experiences with AHS. The technicians they have sent out have been very professional and have communicated very well with me before arriving. Both claims were put through on the telephone and I have found the staff to be courteous, knowledgeable and helpful. My only wish is that we could choose our service people but I realize that is not possible unless they are contracted with AHS. Fortunately both times are technicians were great.

Matt M
10/1/2020
I had to get my air conditioner repaired and I had to go to work. My baby mommas was there to let them in and the bill was gonna be over 200 bucks and all I had to pay was the $75 request or whatever it’s called

Wendy H
9/30/2020
Appalling customer service. Can't get through on phone line. They owe me a dishwasher! I have reported them to the state attorney general's office and will be disputing the monthly premiums I've been paying on my credit card. I will cancel them on the two homes on which I have a policy. However, that may be easier said than done since there's no way to cancel except by calling. So, I will write a letter to the corporate office and do so.

S
Steve
9/28/2020
Well they are good at signing you up but forget the customer service. The call centers are staffed with non native English speaking ladies that you can’t understand and their follow up is terrible. I asked to speak to a supervisor several times and I was ignored. The wait time to speak to a regular agent is about 50 minutes. I have tried every number possible to speak to someone that can help including the corporate number and all I get is the same menu. Stay away from this company

Sheryl R
9/28/2020
As a single woman American Home Shield provides quick, reliable and professional service. All service I have had done has been fixed the first time and the service personnel have all be professional, polite, on-time and very helpful with questions, etc. It gives me peace of mind, as I don't have to look through the yellow pages, etc., to find a licensed and reliable repair service. AMS has vetted the repair/service companies so I know I am getting the best! I could not happily own my home without this service!! Keep up the good work AMS!! S.Miller

H
Hope
9/27/2020
Very timely and professional. Local contractors used at an economical cost for sometimes very costly repairs.

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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