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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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B
Bryon T
5/5/2017
I have been with AHS for 2 years now. I have had very few issues that I have had to call them on. But there customer service and response time leaves something to be desired. I have had to call them several times on the same issue with the valve in my shower. Now it has broken again, they claim that it is hard to find parts for it, and because its only the hot valve they wont replace the whole thing. The knob keeps stripping out and now i have to use a pair of pliers to turn it on and off. The main thing that pushed me over the edge was they allowed me to make monthly payments for the contract. Now when i went to renew they said they would not longer bill me on paper and allow me to... Read More

A
AHS A  
Official Response

Company Rep of American Home Shield
Hello Bryon, Sorry to hear about the service issues and the matter regarding the payments. I will be in contact with you soon regarding this matter. Thanks Daryl
J
Jesse
5/5/2017
had a problem with my sub pump- was told that it was covered by a AHS rep, and put the service call in .Plumber with AARONS PLUMBING called me and asked were was the water coming from, and i told him , laundry room only. he said ok and that he will be out in the morning. the next day he came to my home and stood over my pump and within 30 seconds he says "this is not covered". i called AHS back and asked why would they tell me it was covered when the plumber told me because its not ground water, its not covered. all they said was sorry . the plumber ran out of my house and jumped into his truck and now AHS billed my account 100.00 for the trip fee anyway. my pump was not fixed or replaced... Read More

A
AHS A  
Official Response

Company Rep of American Home Shield
Hi Jesse, I am sorry to hear about the plumbing issues that you have experienced, If you send in your information to social@ahslink.com we will look into this matter. Thanks^DB
J
Jonathan F
5/4/2017
Terrible service. They find every loophole to avoid paying to fix an issue. They are slow to respond, and have bad customer service. The contractors they use are worthless.

R
rita f
5/1/2017
I am ready to renew and I am also very upset waiting on line to speak with someone. I think I will look elsewhere for a different company. I paid a lot of money last year and never used them for anything. So sad.

K
Kina W  
Official Response

AHS Rep of American Home Shield
Rita before you decide to leave American Home Shield, I would first like to see if there is something I can do to change how you feel. I can someone contact you back if you would please send your property address to social@ahslink.com. Thanks!
K
Keithie G
5/1/2017
I am currently researching for a new home warranty. The customer service is not up to par. I had to contact them 3 times about the same issue. Also, the service company's are not the best. I have complained about 2 due to wrong diagnosis and bad customer service.

K
Kina W  
Official Response

AHS Rep of American Home Shield
Keithie sorry to hear about your recent repair and bad customer service. If you still need assistance please send your property address to social@ahslink.com. Thanks!
S
su
4/30/2017
The service is terrible, I highly recommend anything but these people. They send poor and unreliable service people. I am on my appt fourth service call for the same appliance. The hold time for phone calls exceed half and hour every time. They hire vendors that your cannot pay with a credit card. The repair people charge a high price when the repair could have easily been done with a 3 minute phone call.

Roger D
4/30/2017
Found AHS to be highly responsive. Quality technicians were sent. Repaired the problem

M
monque
4/29/2017
you know i has been with this company for 10 yrs and thought I would never have a problem until now. They really don't want to have to replace anything. They change contractors without notice and i guess when there have been numerous complaints with that subcontractors they change them. I've paid enough in this company to replace my AC unit. Im on hold right now with a customer service rep who is probably not going to help me and blow me off with some nice bull crap. The technician that came out today was a total waste from ECO-COOL, didn't know what he was doing and claim he couldn't read the serial number or model number, well this is not the first time my AC unit has needed service... Read More

K
Kina W  
Official Response

AHS Rep of American Home Shield
Monque if you would to get assistance for your air conditioners repairs, please forward your property address to social@ahslink.com. Thanks!
Crystal H
4/29/2017
They don't take service requests seriously. Had same issues with 2 different companies and same results and I had to pay more money. All I got was we are sorry and still no solution. United Air Temp was the first company and Complete Resdential Service was the 2. AHS said that CRS was the best company. I gave the great details as to what was going on with my air conditioning unit and it's still not fixed. Lawd do I have to know everyone's job in order to ensure my items are going to function???

Kina W  
Official Response

AHS Rep of American Home Shield
Hi Crystal I would like to offer some assistance for your unresolved air conditioners repairs. Please send your complete property address to social@ahslink.com. Thanks!
K
Kay A
4/28/2017
If you live in a rural area, the companies they contract with are substandard. After a month of reporting issues with my a/c, it is still not fixed.

K
Kina W  
Official Response

AHS Rep of American Home Shield
Hi Kay although you are in a rural area, American Home Shield is here to provide excellent service and take care of your repairs. I hate hear you air conditioner repairs are still not complete. Please provide your property address by sending to social@ahslink.com, and a representative will follow up. Thanks!
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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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