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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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Lori
8/28/2017
As a consumer, having a Home Warranty Policy is important to me because when appliances or electric/heating/AC units cease working it can be very costly. I chose American Home Shield and I have never been disappointed or tempted to look for alternated warranty companies for warranty services. If I were to pick to area which American Home Shield could improve it would be: 1). Customer service wait time is excessive. 2). List of Service providers are limited and needs to be expanded.

A
AHS A  
Official Response

Company Rep of American Home Shield
Thanks for the feedback Lori!
Gary P
8/28/2017
worst company ever, been without AC since June 20th 2017--it is now August 28,2017 Cancelled my contract and getting fixed on my own--Just go to their facebook page and see that I'm not alone---A minimum of 45min on hold every time to get an update

AHS A  
Official Response

Company Rep of American Home Shield
Hi Gary, I apologize for the issues that you have experienced. We would like to follow up with you regarding this matter. If you provide your contact information to social@ahslink.com, attention, "Consumers Advocate" we will be in contact with you regarding this matter.
Joann T
8/28/2017
The response time was great. Technician came the same day I called. He was professional and courteous. He assured us that if we had any further problems give them a call.

AHS A  
Official Response

Company Rep of American Home Shield
Hello Joann, We certainly appreciate the great feedback and we are happy to hear that you are pleased with your services.
J
Joyce P
8/27/2017
Repairman American Home Shield sent to check AC showed up 2 days later.Was 107 degrees. Said need new AC & HEATING unit & that American Home Shield would call us that day. Also said they wouldn't do much for us & wanted to sell us unit through business he worked for. Price was outrageous! AHS never called us!! We called repairman to say we wouldn't be using him & he hung up on me. Was getting late & we are in our 70's, so I called a co. who came right away & came back next morn. to install new AC. They found that man AHS sent had wrapped a wire to heating system so it wouldn't work. I called AHS several times & was put on hold ea. time for @ least 45 min. They told me our only two options... Read More

A
AHS A  
Official Response

Company Rep of American Home Shield
Hello Joyce, I am sorry to hear about this issue. If you can provide your contract number or property and phone number to social@ahslink.com, attention "Consumers Advocate", we will be in contact with you regarding this matter. Thanks
P
Patricia F
8/27/2017
August 27, 2017 I've never been more frustrated and disgusted with the service received from the tech sent by AHS for my upstairs AC repair. While charging me $75 per pound for 6 pounds of freon/coolant (per my contract AHS only covers $10 per pound) and $75 service charge (invoice totaled $465). They have unsuccessfully attempted to fix the AC 3 times. Consequently, AHS sent out a different company and this problem appeared to be fixed in one visit. However, in about 6 days there was no AC again in the midst of a formidable heatwave of triple digit proportions. So I am at the moment waiting on the 5th repair attempt and once again int the middle of 100 and above temperatures. All... Read More

A
AHS A  
Official Response

Company Rep of American Home Shield
Hello Patricia, We would like to reach out to you regarding this matter. If you can provide us with your contact information by emailing social@ahslink.com, attention, "Consumers Advocate", we will be in contact with you regarding this matter. Thanks
D
Denise K
8/27/2017
I love having AHS warranty because I can ask for companies I trust. In the last 6wks I've had awful plumbing issues translated to "nightmare plumbing from hail" old plumbing pipes giving out due to old age and wear and tear. My go to plumbing company Parker Plumbing was jonnie on the spot each and every trip! First was the sewage system which is located where..? under my beloved back screened porch! Parker Plumbing owner Tim came over gauged the problem(s) and had his son Nate and employee Ron here the next morning with Tim calling me for a heads up they're on the way. They had to cut through floor boards and pull up plywood in 90degree weather but they got it done that same day all the... Read More

A
AHS A  
Official Response

Company Rep of American Home Shield
Hello Denise, Thanks for sharing your service experience with us. We are happy to hear that this matter was resolved to your satisfaction. Thanks for the feedback.
E
Eileen p
8/27/2017
We have always lived in older homes. %American %Home, % Shield has been excellent at resolving problems that we've had -- primarily plumbing and electrical. The service providers are efficient and friendly.

A
AHS A  
Official Response

Company Rep of American Home Shield
Wonderful! Thanks for the great feedback, Eileen.
M
Mark H
8/27/2017
Extremely easy to schedule service! The technician who came to our home was very professional and did a wonderful job. He was also here within 24 hours! I am very pleased!

A
AHS A  
Official Response

Company Rep of American Home Shield
Excellent feedback, Mark. Thanks
L
Linda W
8/27/2017
Don't use the company !!!! I was charged 125 dollars for no service -

A
AHS A  
Official Response

Company Rep of American Home Shield
Hi Linda, If you can provide us with your contact information by emailing us at social@ahslink.com, attention, "Consumers Advocate", we will be in touch with you regarding your concerns. Thanks
A
Augusto J
8/27/2017
Great Service, great Company!

A
AHS A  
Official Response

Company Rep of American Home Shield
Great feedback Augusto! Thanks
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Our Partner

Limited Time Offer: $150 OFF All Plans*

  • Home Warranty Plans Starting at $29.99 a Mo.
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  • No Age Limits on Covered Systems & Appliances
  • No Inspections or Records Required
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