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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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Angela R
8/31/2017
Very good when coming out for repairs. When it came to replacing my A/C , they would not cover the cost. Gave every reason they could find not to cover cost. Cost me 7 thousand dollars . I have been with AHS for over 15 years. They should honor their contracts when it comes to replacements and not mislead people. If government chances regulations and guidelines effecting the enviroment the contract should extend to care for their customers and the enviroment. I'm sure the government would extend grants to them for this. But instead you end up paying for something you will get Just like I did.

AHS A  
Official Response

Company Rep of American Home Shield
Hello Angela, If you provide your contact information to us we will be in touch with you regarding this issue. Please send your information to social@ahslink.com, attention, "Consumers Advocate", and we will reach out to you. Thanks
C
cheryl
8/31/2017
We are very disappointed with this service. We have not had a working air conditioner for 2 months. They have sent a repair person out 3 times which I had to stay home and wait for and have not fixed it. On the last attempt they said an electrician needed to come out. The electrician then said the unit had to be moved and AHS doesn't cover that. I think we would be better off just calling a legitimate repair person and paying ourselves because it seems like they don't really cover anything. I would not ever recommend this to anyone! It's a waste of money.

A
AHS A  
Official Response

Company Rep of American Home Shield
Hello Cheryl, We would like to look into this situation that you have made us aware of. If you can provide your contact information to us by emailing social@ahslink.com, attention, "Consumers Advocate", we will be in touch with you. Thanks
Z
zohal
8/31/2017
This company does not stand and taker of their customers I put request service for my water heater pool in June. 5. 2017 they send the Pool west company to come and check the unit when the technician came he said we have to bring a new heater we can not fix that almost one month and 12 days nothing happen I made so many phone call to Pool West [ the worse company ever ] and did not get any respond called home shield and finally after 2 month Pool West technician came with a USED water heater full of animal pops and garbage witch I took pictures and also to bring the unit inside the area the broke the fence around the pool equipment then he made a mistake and burned the thermosted then he... Read More

A
AHS A  
Official Response

Company Rep of American Home Shield
Hi Zohal, I would like to reach out to you concerning this situation. If you can provide your contract number or property address and phone number to us by emailing us at social@ahslink.com, attention "Consumers Advocate", we will be in touch with you regarding this matter. Thanks
S
S K
8/31/2017
Overall I was happy. Customer Service wait time is horrendous & frustrating but the representative I spoke to were all friendly & helpful. While it often took tremendous effort & persistence, ultimately AHS came through.

A
AHS A  
Official Response

Company Rep of American Home Shield
My apologies for the wait time. We appreciate the feedback regarding your service experience.
Cherylann H
8/31/2017
I really did not have any problems with home shield itself, but with the last company they choose to come out and fix my AC unit. The last company they used took little over a week before they came out to do the repairs. That is not easy in texas summers of nearly 100.

AHS A  
Official Response

Company Rep of American Home Shield
Thanks for making us aware of this matter, Cherylann. Thanks for the feedback. If you are still experiencing issues with this matter, please let us know by emailing your contact information to social@ahslink.com, attention, "Consumers " .
J
jgenovese
8/31/2017
My first experience with American Home Shield was good. I called in and they said I would receive contact from the technician within 24 hours, I did. I then looked up reviews on the company and cannot say I was impressed with the reviews of the company they chose to set me up with. Thankfully the technician they sent out was nice, fixed the job and all is now well. I do wish American Home Shield would choose more quality companies with to contract out to, but thankfully I had a good experience.

A
AHS A  
Official Response

Company Rep of American Home Shield
We are happy to hear about the good experience that you had with your services. We certainly appreciate the feedback.
Judy S
8/31/2017
Pipe was fixed. The process to get there was not so easy.

AHS A  
Official Response

Company Rep of American Home Shield
Hi Judy, Thanks for providing feedback about your services. We appreciate the opportunity to improve our customer experience.
Ken H
8/31/2017
Called in for broken dishwasher and they made appointment for next day. Fixed it right the first time (a piece of glass I missed from a broken glass had jammed the pump/motor) and billed me via their website for the service call. Couldn't be happier.

AHS A  
Official Response

Company Rep of American Home Shield
Thanks for sharing your services experience with us Ken. We appreciate the feedback.
J
Janet
8/31/2017
Great job from my customer service rep. She was extremely personable and courteous. Treated me like family. She deserves a big raise. What a gem!!

A
AHS A  
Official Response

Company Rep of American Home Shield
Thanks for the great feedback, Janet.
B
Byron R
8/31/2017
I always have piece of mind because of my years with AHS. Questions are answered, service is timely, and AHS will handle issues if any if repairs service is an issue. 20 years of piece of mind and courting.

A
AHS A  
Official Response

Company Rep of American Home Shield
We are glad to hear that you are satisfied with your services, Byron. Thanks for your feedback.
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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