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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 is American Home Shield rated?

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

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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Lisa G
8/14/2017
Very happy with the service so far. I had a stove and air conditioner fixed in a timely manner and customer service was awesome.

AHS A  
Official Response

Company Rep of American Home Shield
Thanks for the feedback Lisa. We aim to provide the best service possible for our customers.
Terrie M
8/14/2017
My water heater went out. I accessed American Home Schield Home Warranty online to begin a claim. The process took only a few minutes. I was called by a contractor that same day and had a new water heater by the end of the week. The contractor told me we had the best home warranty coverange he had ever seen. We only had to pay $75 service call and some upgrades to bring us up to code. I am very happy with my experience. I would highly recommend American Home Shield Home Warranty

AHS A  
Official Response

Company Rep of American Home Shield
Hello Terrie, We genuinely appreciate the feedback and we are glad to hear that you are happy with your services. Thanks
Shongretta W
8/14/2017
Overall, the timeliness of responses from AHS is what led me to give them an average rating. The follow up from visits and from the partners dispatched for services needs a lot of work. I had service done for my AC unit (not cooling) over 2 weeks ago and the company has yet to follow up. It's 8/14/17 and I'm still waiting to hear back from Air Design AC. AHS should spend more time vetting their contractors, before sending them into their customers homes. Also, because of this most recent visit, I'm researching new home warranty companies.

AHS A  
Official Response

Company Rep of American Home Shield
Hello Shongretta, We are sorry to hear that this matter hasn't been resolved yet. We have located your information and will be in contact with you soon. Thanks
Donna C
8/14/2017
8-16-17 Renaissance that everything is coveted.

AHS A  
Official Response

Company Rep of American Home Shield
Thanks for the feedback Donna.
John B
8/14/2017
I have had AHS for a number of years and I have found each year, the customer service provided by AHS, and the pool of contractors they use to handle the warranty work has declined. I used to be able to get next day service on most issues but now, it take 2-3 days- sometimes longer. When you have no hot water or a plumbing issue, that's really not acceptable.

AHS A  
Official Response

Company Rep of American Home Shield
Thanks for sharing your feedback John. We will use it to improve our services. If we can be of assistance to you regarding your services, please provide your contract number or property address and phone number to social@ahslink.com, attention, "Consumers Advocate" and we will be in contact with you. Thanks
Debra W
8/14/2017
Great professional job

AHS A  
Official Response

Company Rep of American Home Shield
Thanks Debra! Wonderful feedback.
Howard F
8/14/2017
The initial service call and arrival of technician was outstanding. Technician did not have part and ordered it. Took about a week and a half to get part from AHS, a little too long to suit me. Technician can back the next day after part arrived. Did not fix washer. Technician declared that it needed to be replaced. This is were I give failing marks to AHS. First, the devil is in the fine print and I understand the need, however, it caught me off guard. AHS does not have to replace with same washer accessories or color. I can understand now as they may no longer be available. However, the washer offered was not of equal match to the one I had. I elected to not accept their offers and take... Read More

AHS A  
Official Response

Company Rep of American Home Shield
Hi Howard, I apologize for the inconvenience concerning your washer. I am happy to hear that you were able to get this matter resolved. If you need any further assistance regarding your services, please send your information to social@ahslink.com, attention, "Consumers Advocate" and we will be in contact with you. Thanks
A
Albo
8/14/2017
AHS has been great. The various service companies, several of which I have used for years, all did a great job, were efficient, effective, and timely. AHS is a great value, and great security for my home.

A
AHS A  
Official Response

Company Rep of American Home Shield
Thanks for the great feedback, Albo! We appreciate the comment.
R
Robert M
8/13/2017
Easy to get in touch with. Quality and honest subcontractors AMS sends to your house. Excellent service. If you are looking for a Home Warranty, look no further, AHS is the best!!!

A
AHS A  
Official Response

Company Rep of American Home Shield
We certainly appreciate the feedback Robert. Thanks!
Linda S
8/13/2017
i have been waiting 2+ weeks for a plumbing repair. The company that AHS sent out did not have the parts; they said they had to order them and would come back in 7-10 days. I have not heard anything from them. If they are having difficulty getting the parts, they could, at least, call me and tell me that, especially that they collected the service fee! Meanwhile, for a service call on my dryer, Sears Repair told me that I did not owe anything because the vent was the issue, not the dryer. However, I have received numerous dunning emails from AHS, eventhough I called them and explained the situation.

AHS A  
Official Response

Company Rep of American Home Shield
Hello Linda, We would like to provide us with your contact information such as contract number, or property address and phone number to social@ahslink.com, attention "Consumers Advocate", and we will follow up with you. Thanks
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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