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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.

How Do We Rate American Home Shield?

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

Our 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
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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patricia M
12/16/2019
Worst Company EVER, they are not representing the customer and don`t give time frame to the contractors to fix the problem, I have my Oven in repair for 2 month and is impossible to get hold of someone with any information, either the phone are transfer to Philliphines or else and nobody give you an straight answered, WORSE WORSE WORSE Ever, I can not give then a star it will be -5 stars, but I have to mark something so terrible, irritating and headaches, save yourself the problem don`t chose them.


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James Z
12/12/2019
Paid extra to cover our pool and spa. Had a few issues, so they dispatched a local tech to inspect. After 3 different companies were sent out for second opinions, nothing was covered. 1. Lights in pool and spa - not covered at all. I was not aware of this 2. Pump/Filter - since it powers on, the actuators which turn the valves are not covered. So much for keeping my system 'operating normally'. AHS expects me to manually turn valves and no longer have the control panel do it. Control panels not covered. I wasn't aware of this either. 3. Heater. Smelled a gas leak, so I contacted my gas company. They found it to be the line to the spa. For SAFETY reasons, the cut and capped the line... Read More


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susan b
12/9/2019
They sent someone out to My dishwasher, they already have my $100. Guy came out, needs parts, says his office will call when parts are in to set up service. I called AHS after one week because the company does Not answer calls and the website they advertise is non- existent. I was told by escalation team(after waiting on hold for 40 minutes) that the company needed to talk to the tech and would call me right back. THATS 5 DAYS AGO. I am on hold again with AMERICAN HOME SHIELD THIS TIME FOR 36 MINUTES. This company is RUBBISH. DO NOT WASTE YOUR MONEY. They send out sub-standard companies and run fast with your hard earned money.


leslbyrd
12/8/2019
I had to call 10 times just to get a refund for services I did not receive because I cancelled. The money should have never been taken out of my account and this is something the company should pay attention too. Also it seems like the company doesn't take notes of their calls. I literally had to repeat the story over and over again. Two agents even disconnected the line. FINALLY by the 10th call I received proper assistance.


josef.otto
12/6/2019
My furnace stopped functioning, and American Home Shield sent a technician to attempt to repair the furnace. The technician was unable to repair the furnace, and reported he would send a more specialized technician out the following day. The more specialized technician did not arrive, and when contacting American Home Shield they reported that a technician would not be able to come out again for over a week, and they were unable to confirm if the technician would be able to repair the furnace. This was in December in below freezing temperatures, and I was concerned about my three young children and concerned my pipes would freeze. I requested to pay for another contractor to come out and... Read More


chrisbryantnc
12/3/2019
Working with American Home Shield has literally been the worst customer experience I have ever had....and I am 48 years old. They have sent 2 repair technicians to my home to fix my refrigerator, and both have been able to do so. The first repairman clearly said that the unit needed to be replaced. Instead, I had to wait 6 days and take ANOTHER day off of work (Thanksgiving Week with entire extended family in town and without a refrigerator) only to have another repairman unable to fix it. Now, I am waiting another 4 days and taking ANOTHER day off work for a 3rd repairman to come. American Home Shield has done everything possible to avoid doing the right thing. This is a... Read More


Michael W
12/2/2019
I have been a customer for over five years. The quality of service is markedly decreased. When you speak to there customer service it is very difficult to understand them due to language barriers/accents. I am promised a follow-up call and that does not happen. I have asked to speak to a supervisor 4 different times. The first time I was told "no." The second time I was "hung-up," on. The last two times I was given an excuse. They have contract Sears in my area which has horrible customer service and I was lied to by the technician. It has been over ten days since my request for service and I am no closer with having my item repaired. It is extremely difficult to reach anyone in... Read More


apope123
12/2/2019
I just called American Home Shield organization to have them process a refund of my account. Initially, they billed my account for the entire year instead of the monthly installments. Supposedly they corrected the error and ensured me my account would be debited on a monthly bases on 11/20/2019. Also they promised my refund would be back in my account in 7days. To date neither issue was resolved. I called today and they said again they would make the corrections but it will take an additional 14days to get resolved. In essence i will be out of my money for a month. i work for a bank so I know this is ridiculous to take this long to process a refund.


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Joanne J
11/30/2019
RUN AWAY AS FAR AS YOU CAN FROM THIS COMPANY ! Have been trying to get my refrigerator fixed for over 2 months. The first contractor they sent out twice but their reports were not good enough to where that contractor refused to keep wasting their time and wouldn't come anymore. Next they called Sears repair, they diagnosed that it needs a plumber. AHS did not like that and insisted that Sears keep coming until they would make a different diagnosis. Sears came again and said the same. Again AHS not happy and wanted them to come again and made 4 more appointments for me and each time Sears would cancel. Sears will only give you a window of 8am-5pm, so each appointment I had to rearrange... Read More


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Kim
11/28/2019
Horrible service. They use contractors that don’t show up! After several days still waiting for repairs! Long wait for authorization for repairs when repairs could be authorized the same day. Can’t get in touch with contractors after service hours. Long hold times! Calls are outsourced to a call center in the Philippines which is worthless and a absolute waste of time! Don’t waste your time or money. All they care about is getting their service and monthly fees.



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