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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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Danielle B
8/26/2019
Make sure you read your contract and ask what is covered because there is so much not covered. We had to have our AC fixed but the part needing to be replaced was not covered so that was over $300 out of pocket. Then our water heater needed replacing because it is leaking and most of it was not covered so it was over $700 out of pocket. After talking with other home warranty holders we will be switching because there is much better out there.


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Phillipa Z
8/23/2019
I have appliance insurance with American Home Shield. On July 31 I paid an additional $106 for a technician to go out to check the dryer because it was leaving orange marks on the tenant's clothes. I was advised that a part was being ordered, however it never arrived. I called on August 21 to find out what was going on (they never got back to me after the service call). Apparently the home warranty company declined the purchase of the part. The drum of the dryer is rusting which is causing the orange stains. Due to some small print in my contract, apparently this falls under "cleaning of an appliance" and is not covered under our warranty. I spoke to a supervisor and then a supervisor's... Read More


dionnebibbs
8/20/2019
I have been a policy holder with this company for several years. When I called to cancel I was charged over $50 dollars for a cancellation few. Never was I offered a better plan at a cheaper price to stay, like most companies do for their loyal customers. I was paying almost $80 a month and $75 for a service fee. My contact did not start out like that. It gradually went up over the years which is the main reason I left! Now I am glad I left. But I am still amazed that a better plan was not offered to keep my business. And to top it off now that I think bout it, the service calls over the years have been below standard. Never a immediate repair, and horrible after hours service... Read More


A
Andrea
8/18/2019
Hello, I recently put in a claim when I had a shower leak, and the contractor provided by American Home Shield told me was done for the day and could get to me within a week. I asked if they had an emergency plumber on stand by and company (Accurate Plumbing) told me no . The leak was so bad, I had to turn my main water off to my home. I proceeded to call AHS several times that day, with no avail to fix the problem. I hired my own plumber since it is 120 degrees where I live and have two young children, and I could not be without water. I am very dissatisfied with AHS service, their customer service is rude and try to speak over you.


aalviorguese
8/17/2019
They do not even deserve a star. I filed a claim a month ago and I am given a run around promising to contact me if the authorization is approved. They religiously take money out monthly but response to claims is very poor. Til today my request is still pending. Why carry the name American if you cannot live up to expectations? Who are the owners? Be humanitarian by practicing good customer service at least.


Miko B
8/16/2019
This is a rip off company very bad service they send someone to my house that rid me off it was a company out of Glendale, Ca called Right Tech Heating & Air Inc. That America Home Sheild sent them to my home and they wanted $622.00 to fix my air conditioner and they did not Call AHS for the approval they charge me for part and maintenance and when they left my air was not fix. Rip off is what I received please do yourself a favor don’t go with this company America Home Sheild.


J
jimmy
8/15/2019
Stay AWAY from this company. It’s a scam. They have very skilled sales representatives that will make you buy the contract. First of, i had a claim for my water heater. They hire the worst companies to do the service. The plumbing company never showed up in the 3 hr window provided (9-12), i called at 1205 and they said Oh the technician got cough up with a previous call and " IF YOU WANT WE CAN SEND ANOTHER ONE AT 3 PM". I was so mad, and told the lady that they had no respect to time and the least they could do is call to let me know as i took a day off and had so many things to do. After the technician came, looked briefly and recommended replacement of both water tanks, AHS wanted me... Read More


Ronni K
8/15/2019
I have gone round and round with AHS social media representative. To try and make a very long story short, our microwave door handle is loose and molding cracked and intermittently tripped the breaker . 1st tech said it was caused by excessive force. When I got the call denying the claim, I asked for a definition of excessive force, no answer. However, they sent 2nd tech out. My mistake when he was there I asked him to explain to me what excessive force was to an old microwave installed above the stove. He had no answer, but checked electric connection and stated that the door being loose sometimes didn't make the right connection and when used for a longer time would trip breaker. Since... Read More


Sandy H
8/15/2019
We have been customers for several years now. This past year though has been terrible and we are going to cancel. They send sub-par repairmen, everything we have had repaired in the past several months has had to be done AGAIN. Don't even consider this company.


Michael T
8/15/2019
I’m an American Home Shield customer who purchased Shield Complete coverage. The purpose of this email it to share my experience with the level of service provided by American Home Shield. My initial request for service was initiated July 31st and the repair company showed up August 1st to repair a dishwasher. During the visit they disassembled the dishwasher and left with a note that a new part was needed. Since that time the repair company Battle Born Heating and Cooling has been completely unresponsive to requests to complete the repair. Not only is it frustrating that such a repair company is unresponsive, but American Home Shield was equally unhelpful. Each time I have been in... Read More



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