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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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Neil J
6/13/2017
We purchased an American Home Shield when we bought our home and have been very pleased with our experience. Their solid contractors, quick turnarounds, and excellent website for managing claims have really impressed me. I had a hot water heater start leaking over Memorial Day weekend, and within a day a contractor was out and the repair process was started.

A
AHS A  
Official Response

Company Rep of American Home Shield
Neil, Thank you for providing feedback about your service. We are pleased that you are satisfied with our product. Thanks
Carol H
6/12/2017
AHS has been wonderful. The only concern I have is most of the service companies they use, have low ratings online. While I myself have never experienced any issues with service providers, When I looked them up online after receiving confirmation who was coming, it made me a bit uneasy. This plan is reasonable and affordable for folks like us, who have limited savings after buying a home. I have been tankful we have had this insurance every time we have needed to schedule a repair, it has been quick!

AHS A  
Official Response

Company Rep of American Home Shield
Hello Carol, We are so delighted to read your feedback. Thank you for taking the time to share this experience regarding your services.
Jacqui M
6/12/2017
UPDATE: Just got a email saying the job was completed...I still do not have any air conditioning at my home in 90+ weather!

AHS A  
Official Response

Company Rep of American Home Shield
Thanks Jacqui, I will be in contact with you soon.
D
DeAnna
6/12/2017
2nd request to repair my a/c in 2 months - Very frustrated that my a/c took 10 days to repair. I had to constantly call AHS for updates because the company they assigned my repair to never contacted me. 10 days without a/c in central Florida in May/June is unacceptable.

A
AHS A  
Official Response

Company Rep of American Home Shield
Hi Deanna, If you send your information to us at social@ahslink.com, attention "Consumers Advocate", we will follow up with you regarding the status of the a/c. I sincerely apologize for the inconvenience regarding this matter. Thanks
Jacqui M
6/12/2017
UPDATE - (Please read my previous post 6/9/17) Okay, I finally received a call from AHS, just minutes ago, telling me the same thing they have been saying all along without pause and like it was brand spanking new. I am assuming the automated responder to these complaints do not let them know that I filed a complaint or they just simply don't care. I even contacted the link they gave me in the previous post. Man...the more I deal with AHS the more I am realizing they are not concern with their customer or the quality of work or equipment. Meanwhile my disabled husband is sitting in our home without air in 90+ weather.

AHS A  
Official Response

Company Rep of American Home Shield
Hello Jacqui, Please provide your contract number or property address and zip code to us at social@ahslink.com, attention "Consumers Advocate", and we will be in contact with you soon, regarding this issue. Thanks
A
ArchAngel B
6/12/2017
We haven't always been pleased with the repair companies sent but AHS has been excellent. They have provided us with service beyond our expectation..

A
AHS A  
Official Response

Company Rep of American Home Shield
Hello, Thanks for the feedback regarding your services, and we are also glad to hear that you are happy with AHS. We aim to provide excellent service for each customer.
B
Bruce
6/11/2017
Almost completely useless as they people they send out do everything they can to avoid having the problem covered and when they do approve a repair it is always with the cheapest replacement part and if you want a better replacement they really chintz you down. After many years of dissatisfaction we have canceled our contract after the last repairman lied intentionally rather than approve a repair that definitely should have been covered!!! Also this company deliberately dropped coverage on our other house when we had a repair!!!

A
AHS A  
Official Response

Company Rep of American Home Shield
Hello Bruce, We are sorry to hear about your recent experience regarding your services, and regret this issue was not resolved before you canceled your contract. If you send your information to social@ahslink.com, attention "Consumers Advocate", we will contact you to see how we can help resolve this issue.
D
dadotys
6/11/2017
Been with them for about 15 years. Never had a repair that wasn't a hassle! Was sticking with them til my heat/air went bad. Among other incidents, after having a $300.00 microwave taken away for a month to be repaired, rather than replaced, I was so upset! I paid retail for a reputable company to install our new furnace/ air conditioner and cancelled my policy! Save the monthly fee and 70.00 service charge/call. Eliminate the hassle and use service people you choose! : )

A
AHS A  
Official Response

Company Rep of American Home Shield
Hello, I am sorry to hear about the hassle that you have experienced regarding your services, I understand how upsetting this issue can be. Please send your information to social@ahslink.com, attention "Consumers Advocate", and we be in touch with you regarding this issue. Thanks
D
Daniel F
6/11/2017
I have been using AHS for a number of years and they have been very good. If an appliance needs replacing they will give fair market value for your old one and you only need to let the repairman know to install it. If your house appliances are covered you have a good thinhg.

A
AHS A  
Official Response

Company Rep of American Home Shield
Hello Daniel, We are delighted to hear about your positive experience with your services, and we are pleased to that you are satisfied with our product. Thanks for the feedback.
C
Cheryl
6/11/2017
American Home Shield has been a great support to us. From making it easy to find competent technicians to how quickly the problem is taken care of. Also, when a technician determines the issue to be outside of the warranty, they fully explain and then provide guidance on taking care of the issue.

A
AHS A  
Official Response

Company Rep of American Home Shield
Hello Cheryl, We thank you for taking the time to share you pleasant experiences regarding your services, and we are happy to hear that we are able to provide the product and services that is needed. 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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