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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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Leanna F
6/22/2017
I have AHS and really like them but have had issues with recent contractor sent to my house for A/C problems. The contractor always gets out of the vehicle blaming someone else trying to collect an extra payment. Same issue for 8 years with just putting freon in A/C instead of fixing the problem. Hopefully, it is fixed this time. Plus the lady in the contractor office is very rude and not nice, no matter how many times you talk to her. AHS has been very helpful in my past experiences.

A
AHS A  
Official Response

Company Rep of American Home Shield
Hello Leanna, We thank you for making us aware of this problem, and will be in contact with you regarding this issue. We also thank you for the great feedback regarding your experience, with your service. We will be in contact with you soon. Thanks.
R
Rick N
6/21/2017
Just had a horrible experience. AC stopped and this is the 6th time in 5 years someone had to come out. AHS just fills coolant but will never actually fix it. This time the contractor said it had too many leaks that couldn't be fixed and said AHS authorized a new one. I have called 3 times and have texts from him to come replace it but he never has. When I called AHS they said they would look into it and call me back - well that we 2 weeks ago but still no call. Guess they don't care about proof.

A
AHS A  
Official Response

Company Rep of American Home Shield
Hello Rick, Thanks for making us aware of this situation. Please send your information to social@ahslink.com, attention, "Consumers Advocate" and we will follow up with you. Thanks
Renee D
6/21/2017
I have belonged to this company so long I can't remember when I started.But it's taken me over a month and still nothing is fixed. They send this company out here that must have been from the back woods. They sent their two sons out here and they were bouncing off the wall and were just guessing what the problem was. They leave and 3 weeks later never heard from them even aha couldn't get a hold of them. When I finally do the mother gives me this bull crap story. So then the husband I guess comes out dressed unexceptional and never tells me his name just walks in with a tool box and whoever brought him left he tried to fix I guess but guess what wasn't fixed. Then he calls the daughter I... Read More

AHS A  
Official Response

Company Rep of American Home Shield
Hello Renee, I sincerely apologize to you for this issue. We have located your information in our system and I will be in contact with you regarding this matter. Thanks
M
Margie S
6/21/2017
I have only had my plan for about 6 months - did use one time and I must say I was pleased with the service. I was called when repair person was on the way and he arrived when I was told he would be here. Did his work in a professional manner and left the house as neat as when he came.

A
AHS A  
Official Response

Company Rep of American Home Shield
Thanks Margie, We appreciate the great feedback.
T
Tawana W
6/21/2017
I've been a member since 2008 and have never had any problems that have not been resolved. Thanks AHS!

A
AHS A  
Official Response

Company Rep of American Home Shield
Thank you Tawana. We appreciate our customers.
Julie M
6/21/2017
Terrible customer service. They neglected to record the first call to their answering service after hours, then said I'd have to wait an additional 24 hours for a call back. Then the representative actually laughed when I complained to her about their service. I assured her that I'd never recommend them to anyone in the future

AHS A  
Official Response

Company Rep of American Home Shield
Hi Julie, I am sorry to hear about this situation regarding your services. We have located your information in our system, and will be in contact with you concerning this issue. Thanks
D
Dolores L
6/21/2017
VERY unhappy with AHS. Starting with the 35 minute wait time on the phone. Contractor could not come out to diagnose my A\C problem for 2 days (middle of June in Houston heat). Once diagnosed they couldn't schedule repair for 6 more days, and the cost for a coil in my COVERED A\C unit was over $1,400. I've been trying to get an itemized quote with the breakdown but have not received the breakdown yet after 2 requests. I called a 3rd time & got a vm saying they will get back to me. My appointment is tomorrow so I have no idea what other issues I will run into. Currently I'm in minute 18 on hold with AHS. I will be cancelling my policy as soon as possible & will never recommend this company... Read More

A
AHS A  
Official Response

Company Rep of American Home Shield
Hello Dolores, Thank you for making us aware of this issue. We sincerely apologize for the problems that you have experienced with your services. We have located your information in our system and will be in contact with you regarding this matter. Thanks
Tim H
6/20/2017
I live in a rental property for which the landlord has warranty coverage through AHS. Since March 2017, we have had multiple issues with the A/C failing. They have sent out the same vendor with the same tech almost every time and the issues aren't resolved, either through tech misdiagnosis or incorrect repairs. On 6/16, we had another A/C failure in the home and the inside temperature rose to 95 degrees. Not good at ALL for my 16 month old son! The vendor couldn't send anyone to repair for three days. So I paid out of pocket to have a different company replace a capacitor on the compressor unit that had gone out, and had been an ongoing issue, and only resolved part of the issue.... Read More

AHS A  
Official Response

Company Rep of American Home Shield
Hello Tim,I do apologize for this issue regarding your services and the inconvenience that it has caused you. Please send your information to social@ahslink.com, attention "Consumers Advocate", and we will be in contact with you concerning this matter. Thanks
S
Sharona L
6/20/2017
If I could got to the home office in person I would! I am beyond agitated with the service from this company. My central air stopped working on the hottes day of the year thus far. I call on Monday the 12th of June 2017 for service to my central air unit. After holding for 30+ mins I was given the information of a local contractor. That contractor contacted me within two hours and scheduled to come out that day. My adult child was home when the tech got there as I was at work. Upon my arrival home I was informed by the tech that the "board" had died and would be ordered. He informed me that my thermostat had to be switched out. What he didn't tell me was it was replaced with a unit that is... Read More

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AHS A  
Official Response

Company Rep of American Home Shield
Hi Sharona, We sincerely apologize for the inconvenience of this matter. This is not the service that we want for our customers. I have located your information and will be in contact with you concerning this situation. Thanks
S
shalita
6/20/2017
Stand by their word. My A/C was repaired and we are much cooler than before! Oh! and it didn't break the bank account! Love it

A
AHS A  
Official Response

Company Rep of American Home Shield
Thanks Shalita. We are delighted to hear this.
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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