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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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Natasha A
7/5/2017
After hours of waiting on hold, for over 7 days my A/C is still out of commission. I called on the 26th of May about the issue. The first vendor scheduled an appointment from 8-12am on the 28th, which I took off work for, to have them never show. They called at 2pm, after I returned to work explaining that they were on their way. When I explained that I was at work and had waited during the schedule time, I was told to reschedule. After hours of calling AHS, a new vendor was dispatched and scheduled an appointment for the 30th between 12-4pm, which I took off work for. 4pm and no technician. After waiting on hold, the customer service @ AHS were rude and unprofessional. They could not tell... Read More

A
AHS A  
Official Response

Company Rep of American Home Shield
Hello Natasha, I apologize for this situation and I will be in contact with you concerning soon concerning this matter. Thanks
J
Joseph B
7/5/2017
HVAC repairs were fast and technicians very competent, friendly and informative. As an engineer I tend to ask a lot of questions and the techs are always willing to provide answers and advice, Note: Service was performed on July 4th!

A
AHS A  
Official Response

Company Rep of American Home Shield
Thanks for the feedback Joseph.
T
Tim B
7/4/2017
I'm not sure how we survived without the peace of mind that American Home Shield gives us. Knowing that a major crisis, under any other circumstance, can be avoided with this warranty is a real godsend. We haven't had to use it a lot, but when we did need it, AHS came through. Thanks for making this service available for such a fair price.

A
AHS A  
Official Response

Company Rep of American Home Shield
Thanks for the great feedback Tim. We appreciate the time it took to share this wonderful service experience with us.
E
Evelyn R
7/4/2017
The service I get has been prompt and cheerful. So far all but one technician has been great, but AHS made good on the one that was not.

A
AHS A  
Official Response

Company Rep of American Home Shield
Thanks Evelyn. We aim to please our customers.
P
Patricia H
7/4/2017
Until recently I would have given 4 1/2 stars. However my last service call in which the service guys were very good, has caused a glitch someone's accounting records. Like I explained to your rep. whom I spoke to regarding the $75 service fee, it was paid the 1st time they came out. The companies do not leave our homes without the $75 fee (of which I have sent a copy of the CANCELLED CHECK to your offices). I had also spoke to someone and explained that it was paid, the woman said she would check with the air conditioning co. She never got back to me. But I did receive another text stating that I needed to pay this. And then another and another. What's up people? Patricia Harris.... Read More

A
AHS A  
Official Response

Company Rep of American Home Shield
Hi Patricia, If you send your information to social@ahslink.com, attention. "Consumers Advocate", we reach out to you concerning this matter. Thanks.
R
Richard L
7/4/2017
I had a problem with a stand alone ice maker. They had a company call me who didn't do those. Then the next company came at least 5 times and replaced the computer panel and the pump and took the unit to their office to work on. When they returned it they said it was not fixed and I needed someone who had experience with these ice makers. I got authorized by AHS to find a company who was licensed and qualified, which I did. They said it was $99.95 for the service call and AHS assured me they would reimburse me. When the new tech. arrived he reconnected the unit and after a while it started working without him doing anything except hooking it up. He felt bad and said he would clean the... Read More

A
AHS A  
Official Response

Company Rep of American Home Shield
Hello Richard, I have located your information in our system and will be in contact with you concerning this situation. Thanks
T
Tonya D
7/4/2017
Our hot water heater started leaking last Tuesday. We called immediately to report the claim. The response we received was that the first available service call was on Saturday. The serviceman that came out on Saturday confirmed that the water heater needed replacement and it would be put in the following Tuesday. Instead we received a phone call detailing the additional charges, over $600 dollars. When we contacted the service provider they informed us that they would not be able to install a unit because they were still waiting for AHS to send out what was described as "the cheapest water heater available" to install as a replacement. At this point we have gone over a week without hot... Read More

A
AHS A  
Official Response

Company Rep of American Home Shield
Hello Tonya, I am sorry to hear about the issues regarding the water heater. I would like to look into this situation. If you send your information to social@ahslink.com, attention, "Consumers Advocate", I will reach out to you concerning this matter. Thanks
Mark R
7/4/2017
My AC unit is 29 years old and was condemn and was advised to replace the unit by two different AC companies. American home Shield refuse to replace the unit. They suggested to replace the compressor instead. The AC tech stated just changing a compressor it's like putting a Band-Aid on the whole problem. The problem is my AC is not cooling and needs replacement. Very disappointed.

AHS A  
Official Response

Company Rep of American Home Shield
Hi Mark, I will be in contact with you regarding this situation regarding your A/C. I do understand your disappointment concerning this matter, and will see how we can best resolve this matter. Thanks
Richard S
7/4/2017
i was asked to provide a review for service i never requested or received. someone pushed the wrong keys

AHS A  
Official Response

Company Rep of American Home Shield
Hello Richard, If you are experiencing any issues with your services, please send your information to social@ahslink.com, attention, "Consumers Advocate", and we will follow up with you. Thanks
W
Wes M
7/4/2017
I have been very pleased with the Service that I have received from American Home shield Home Warranty. They have been very helpful in getting my problems taken care of promptly ... I would highly recommend them ...

A
AHS A  
Official Response

Company Rep of American Home Shield
Thanks Wes. We are very pleased that you are happy with your services.
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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