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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

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R
Remyhebert
9/14/2017
Waiting time and customer service are horrible. I have been on hold repeatedly for over an hour before I could even speak to a live person. Poor communication -- sometimes AHS will bill me for a service fee that contractors have already picked up at the time of service.

A
AHS A  
Official Response

Company Rep of American Home Shield
Hello, We certainly apologize for the extreme wait time and the issues that you have experienced with your services. If you need assistance concerning your services, please send your contact information to us by emailing social@ahslink.com, attention "Consumers Advocate" and we will be in touch with you. Thanks
Bill H
9/14/2017
I submitted for My Renewal for 2018, due in November, 2017, and they have begun Debits from my Bank Account, in September, 2017, NOT HAPPY!!!! And I am sitting here in Sebastian, Florida without power, on my cell which I have to go to the car to charge. And furthermore it put the Stars Rating on this review in for me. What's up with that

AHS A  
Official Response

Company Rep of American Home Shield
Hello Bill, If you can provide your contract number or property address and phone number to us at social@ahslink.com, attention "Consumers Advocate", we will be in contact with you regarding this matter. Thanks
Kristina W
9/14/2017
Nothing but trouble with AHS and the poor workmanship by those that they hire.

AHS A  
Official Response

Company Rep of American Home Shield
Hello Kristina, If you are in need of assistance regarding your services, please provide your contract number or property address to us and we will be in contact with you. Please send your information to social@ahslink.com, attention "Consumers Advocate" and we will be in touch with you. Thanks.
G
Gail B
9/14/2017
This is our first time to use a home warranty. After the first year we renewed for another year because it is a fantastic service!

A
AHS A  
Official Response

Company Rep of American Home Shield
Thanks for the fantastic feedback, Gail. We are pleased to hear that you are happy with your services.
Sandra A
9/14/2017
I've had your services for a couple months now never had a issue used it twice so far the tech was very professional and explained to me what he was doing I love the program

AHS A  
Official Response

Company Rep of American Home Shield
We genuinely appreciate the feedback. We are pleased to hear that you are happy with your services. Thanks, Sandra!
Kathleen D
9/14/2017
The online system is relatively easy to use. The wait times to speak to a representative in person is a ridiculous 40 minutes to 90 minutes And there is no "shower" option. Apparently showers are Vales, but that isn't defined for the consumer.

AHS A  
Official Response

Company Rep of American Home Shield
Hi Kathleen, Thank you for providing feedback about your services. We apologize for the extreme wait time and we appreciate the opportunity to improve our customer experience.
A
Adam B
9/14/2017
I believe that the warranty has represented a reasonable value but it is not a seamless or error-free relationship. I find that I never really know what is actually covered by the warranty until the repairman arrives, but I have received satisfactory services. In one situation I had a flaky repairman who failed to complete the job for months and after several complaints AHS reassigned it to a new repairman who finished the job. The warranty doesn't deal with preventive situations so you have a perverse incentive to let things get worse rather than deal with them proactively. As a very busy professional, I cannot live like that so I aggressively remediate things well in advance of... Read More

A
AHS A  
Official Response

Company Rep of American Home Shield
Hello Adam, Thank you for the feedback that you have offered. We appreciate the opportunity to improve our customer experience.
L
lynn l
9/14/2017
dependable service make sure you get the lowest deducible that give you the most value and make sure you have your major item inspected every year so there are no issue later when you need to use the warranty.

A
AHS A  
Official Response

Company Rep of American Home Shield
Thanks for the feedback, Lynn.
B
Barbara S
9/14/2017
Service that I received has been great no delay from time call made to. service tech arrival. Best choice made

A
AHS A  
Official Response

Company Rep of American Home Shield
Wonderful feedback, Barbara. Thanks!
Todd R
9/14/2017
They do as exactly as they say! They fixed my a.c. and I only had to pay my deductible. They determined it was too much to fix my washer and sent me a check to buy a new one. The amount of the check was enough to buy an equivalent machine.

AHS A  
Official Response

Company Rep of American Home Shield
Thanks for the awesome feedback, Todd!
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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