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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 ...
Lupe N
9/20/2017
Though the wait to get connected to someone is extremely long (4560 minutes), once I am connected everyone I spoke with was informative.

C
Colleen F
9/20/2017
I have AHS for years now and have peace of mind that when needed they are there to help and guide me through difficult times. Have always had good reps/companies come and take care of whatever problem I had at the time. Will continue to use AHS for my home repairs.

A
Ashish P
9/19/2017
We have two properties covered by AHS since 2004. Initially, communication was easy, and the service provided was acceptable. The last year has been completely opposite. We now wait on the phone anywhere from 35-55 minutes. While we submit all requests online (per the recommendation), we have been dealing with a failing refrigerator for the past year. Despite following the service specialist's recommendations, the same problem persists. Thus, the need to personally call AHS. After finally getting through, they have declined further repairs for the fridge. I cannot waste time explaining the details, but suffice to say it is completely wrong. They are dodging either an expensive repair or... Read More

Ralph B
9/19/2017
Outstanding service fast and convenient. Job was done fast and expeditiously

H
harris
9/19/2017
used twice so far and they are excellent. Timely, accurate and easy to contact

Diane G
9/19/2017
I've been with AHS for 13 years, and never experienced the lack of customer service that I'm currently experiencing. Waited on hold for over an hour to be told that the email informing me that my service is complete only really meant that the tech was there. On Sunday got a response from Facebook stating that due to a high volume of customer complaints, someone would get back to me in 4-5 days. I'm a couple days shy of being without a clothes dryer for a month. Also, my premiums and per visit copay continue to go up, despite using the warranty less than 10 times in 13 years. SO DISAPPOINTED. Couldn't figure out how to give 0 stars.

C
csavage474
9/19/2017
We called AHS regarding the problem with our refrigerator and received a phone number for the service company. An appointment was made right away with the company. Very professional and on time. We were very satisfied.

J
James A
9/19/2017
We have been with AHS with over10 yrs and have never had a negative experience with anyone associated with them. From the schedulers to the contractors, everyone has done more than expected.

P
Penny L
9/19/2017
I have used AHS twice in the past 3 months. 1 for A/C and 1 for a plumbing issue. Both service people they sent were very nice and knowledgeable. The plumbing was fixed (minor issue with the tank guts) and the A/C needed $1500.00 of uncovered repairs. I opted to take a cash in lieu of repairs for $350.00 (which I was not expecting) since the A/C was 18 yrs old and I needed a more efficient one anyway. I am happy with what AHS has to offer, and they seem to fair and customer service has been polite. I would highly recommend them to homeowners and /or landlords.

J
Jim S
9/19/2017
I am very much impressed with AHS and would recommend to anyone

Our Partner

Limited Time Offer: $150 OFF All Plans*

  • Home Warranty Plans Starting at $29.99 a Mo.
  • Covering 2 Million Plus Members for 50+ Years
  • No Age Limits on Covered Systems & Appliances
  • No Inspections or Records Required
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