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American Home Shield Review


ConsumersAdvocate.org Rating: 4.7 / 5 (Excellent)
4,138 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 Do We Rate American Home Shield?

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

Our 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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4138 Customer Comments & Reviews

Loading Reviews ...
Mike C
9/29/2017
My pool malfunctioned and pumped the water out burnt our pump up an they saved the day and fixed it I recommend you get American Home Shield

A
Aimee R
9/29/2017
Jones Family Appliance Repair was prompt, courteous and solved my problem.

G
Girishkumar p
9/29/2017
Had good timely service for central air conditioning

D
Dee D
9/28/2017
The warranty policy is thorough and followed. My first claim was successful with no complaints or hassle.

M
Monica J
9/28/2017
I have mixed feelings...kind of a love/hate thing. I have absolute praise for the company that actually did the work for me...and the customer service reps at American Home Shield are professional HOWEVER; I have called them twice and on both occasions I was on hold waiting to be answered the first call, (no exaggeration) 2 hours. I had to call back every thirty mins because after 30 mins it would appear someone was going to answer then the call would disconnect. The second time I called approximately 3 weeks later....I was on hold for 1 hour and 10 mins before my call was answered. The only thing I would recommend at this point is that AHS seriously look at and change their customer... Read More

Kysa H
9/28/2017
Timely friendly service.

C
Cindi
9/28/2017
We have been very happy with American Home Shield and the support it has given us for over 15 years.

S
sam r
9/28/2017
These guys are not to be trusted. My electrician indicated my electrical panel was not up to code. The AHS guy said that even though it was not up to code, it was still functional and AHS would not repair. Then, I renewed my account after a lapse of over a month. But without my knowledge, they billed me retroactively to the expiration of the original contract. Then refused to refund the money or honor repairs i had made while my construct was expired! Use a lot of caution dealing with these guys.

D
Dzung
9/28/2017
Have to make multiple calls for same wish order. Each calls take over 2hrs long to connect and sometimes they hang up the phone. Work order constantly incorrect with # items to repair causing vendors to also waste time calling into AHS. WEBSITE is terrible, can't leave detailed work order requests for # of items to be fixed, like 2 toilets. Customer service constantly do not document thoroughly so work orders are executed correctly. There is no follow up from AHS to see how work orders are coming along. Seems AHS doesn't have manpower support for this business and provides terrible service to paid customers. We have been worth them for 5yrs and it has become a terrible company to work with... Read More

Jason K
9/28/2017
American Home Shield is not what it's cracked up to be. Making claims is easy but getting support after the claim is difficult. The vendors they choose to use are extremely high and always seem to find additional things needed to upcharge for the repairs. My A/C went out and the vendor they chose to come out tried to overcharge me and take me to the cleaners. When I decided to use someone else that was more affordable, my warranty company told me I had to pay upfront and they would only reimburse me a portion of the repair. To date, I have still not received my money from them but they surely ACH debited for my monthly premium. AHS is a ripoff when you need them the most! Paying for a... Read More

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Limited Time Offer: $150 OFF All Plans*

  • Home Warranty Plans Starting at $29.99 a Mo.
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