American Home Shield Home Warranty Review


Rating: 9.3 / 10 (Very good)
535 Customer Reviews - see all reviews
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How is American Home Shield rated?
9/10
Plan Value
10/10
Customer Experience
8/10
Contracts
10/10
Restrictions
10/10
Contractor Network
10/10
Customer Base

American Home Shield (AHS)® is the largest home warranty provider in the United States. With over 1.5 million customers and 1000+ employees, AHS has been providing home warranty services since 1971. The company specializes in providing coverage for the repair or replacement of all the standard household systems and appliances. AHS also offers a "build your own plan" option that allows homeowners to cherry pick the items they want to cover instead of going with the typical, predetermined list.

Although the company ranks highly when it comes to plan value and customer experience, AHS really shines because of the breadth and quality of its contractor network, the size and stability of their company, and their contract, which is one of the least restrictive we've found.

Plan Value 

Premium and Deductible

In addition to the aforementioned Build Your Own Plan, American Home Shield offers three other plans: Appliance, Systems, and Combo. The Premiums for these plans range from $249-$600 annually. The deductible, or trade service call fee (the amount you pay to the contractor that comes to fix whatever is broken at your house) is flexible. AHS allows you to choose between $75, $100 and $125. The call fee price you choose will influence your yearly premium.

Items Covered

American Home Shield list of covered items is extensive. In terms of the amount of items covered, they are in the top three of the companies we evaluated.

Appliance Plan

Systems Plan

Refrigerators

Air Conditioning Including Ductwork

Clothes Washers

Heating Including Ductwork

Clothes Dryers

Electrical

Ranges/Ovens/Cooktops

Plumbing

Dishwashers

Water Heaters 

Built-In Microwave

Garbage Disposal

Trash Compactors

Instant Water Dispensers

Garage Door Openers

Door Bells

Free Standing Ice Makers

Smoke Detectors

Built-In Food Centers

Ceiling Fans

 

Central Vacuums

 

Combo Plan

Includes everything from both columns above.

Build Your Own Plan

AHS's Build Your Own Plan allows you 10 choices from a list of covered items. This flexible program gives you the option of only paying for coverage you need.

Optional Coverage

Pool
In-ground Spa
Well Pump
Water Softner
Septic System

Caps

American Home Shield offers no payout limit for the repair or replacement of many of the items in their contract. However, some items are subject to caps, but these are quite reasonable and there is no yearly max. Appliances are individually capped across the board at $3,000, which is a high limit. Specific types of heating/cooling systems also have payout limits, as do obstructed systems/plumbing that are difficult to access, but this kind of thing is standard across the industry

Customer Experience

In terms of customer satisfaction, American Home Shield consistently ranks highly across all of the online review entities we looked at.* The company is BBB accredited with a grade of B. AHS does have a large number of complaints filed with BBB, but this must be looked at relatively as the company is the far and away the nation's largest home warranty provider, accounting for 70% of the market share. 

*Universal Home Warranty Caveat- The entire home warranty industry has a disproportional amount of negative reviews. No company we've looked at escapes this. In terms of customer reviews we are grading home warranty companies on a curve in relation to each other. For a more detailed look into the public perception of the home warranty industry click here

Contracts

You can access American Home Shield's customer contract here

AHS's contract is fairly easy to understand, but the specific coverage limits are not always exactly spelled out. According to the company, if a item cap is not mentioned, you can assume it is unlimited. AHS's waiting period is only 15 days from the purchase of the policy. This industry standard among most other home warranty companies is twice that. In addition, when coverage begins it is full coverage. There is no initial period where coverage limits are less. 

Finally, AHS's cancellation policy is long and difficult to understand with a lot of stipulations.

Restrictions

By restrictions we are talking about the reasons a home warranty company will not cover a specific system or appliance. This is usually listed in the contract fine print as parts of a given appliance or system not covered, or reasons/circumstances a given appliance or system is not covered.

American Home Shield's contract was one of the least restrictive we encountered. They therefore score the highest in this area. Though there are a lot of stipulations for Heating, AC and plumbing, this is typical for all home warranty contracts.  Most other items have very few or no restrictions. What's more the restrictions are easy to understand and to the point. 

Contractor Network

At 11,000+ contractors with 40,000 technicians, AHS maintains one of the largest networks in the US. The company monitors customer service feedback and conducts extensive evaluation and review procedures to maintain quality of service. AHS also incentivizes it's contractor network by offering annual awards for the best customer service in areas such as best appliance service, best electric service, best garage door service, etc.   

Customer Base

American Home Shield operates in all 50 states and serves 1.5 million customers. They are the largest and most extensive home warranty provider in the country and have been in operation for 45 years. 

American Home Shield – Final Thoughts

Founded in 1971, American Home Shield is one of the oldest and largest home warranty companies in the country. It provides coverage for over a million Americans. It offers a myriad plan options that are designed to cater to your home and budget. American Home Shield provides high or no coverage limits, giving you the security that even the most costly repairs or replacement will be covered. Overall, American Home Shield is one of the best if not the best home warranty company in the country today.

 

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Latest Reviews

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Jeannette Ladyj Shead-Childs
Schertz, Texas
1/21/2017
AHS just raised my bill with no notice and this isn't the first time they changed the bill with no notice. I just called and the lady on the phone couldn't answer my phone as to why.

J
[email protected]
Ottawa, Ontario
1/21/2017
I would never recommend this company o any one…the worst customer service ever, i had such a horrible experience with this insurance company, three times i had an issue with my appliances, once was on last february when i called the insurance and after long time of waiting they sent a tycehnician to my apartment to check my Ac, tehy came in and diagnosed a lick in system and just changed a washer and charged my $400 for the gas and additional $ 75 service fee, as soon as they left i tried it few times and never worked right then i called them a month later and their technician withouth even going to the roof and check the system pout Acon and off and told me its gone be ok….it happened... Read More

J
[email protected]
Ottawa, Ontario
1/21/2017
I would never recommend this company o any one…the worst customer service ever, i had such a horrible experience with this insurance company, three times i had an issue with my appliances, once was on last february when i called the insurance and after long time of waiting they sent a tycehnician to my apartment to check my Ac, tehy came in and diagnosed a lick in system and just changed a washer and charged my $400 for the gas and additional $ 75 service fee, as soon as they left i tried it few times and never worked right then i called them a month later and their technician withouth even going to the roof and check the system pout Acon and off and told me its gone be ok….it happened... Read More

J
[email protected]
Ottawa, Ontario
1/21/2017
I would never recommend this company o any one…the worst customer service ever, i had such a horrible experience with this insurance company, three times i had an issue with my appliances, once was on last february when i called the insurance and after long time of waiting they sent a tycehnician to my apartment to check my Ac, tehy came in and diagnosed a lick in system and just changed a washer and charged my $400 for the gas and additional $ 75 service fee, as soon as they left i tried it few times and never worked right then i called them a month later and their technician withouth even going to the roof and check the system pout Acon and off and told me its gone be ok….it happened... Read More

R
robert
,
1/20/2017
Long wait times to speak to customer service when needing repair. when scheduling repair, system generates the repair sometimes with companies 50 miles from residence. Companies the repair is scheduled with sometimes dont even call. Then you have to change companies it is a hassle because you can't any customer servise personal on the phone. If the repair is simple say a 50 dollar fix you still have to pay your full deductable.

S
Sharna
Laurel, Maryland
1/20/2017
Horrible! Absolutely Terrible service! I have been a customer with AHS for 6 years. They are unprofessional and deceptive to customers. I was mislead concerning a service call. The contractor was not able to fix the both issues only 1. I was tild by AHS rep both issues will be fixed. Now AHS expects me to pay another $75 deductible for the other issue after I was told by their rep both issues can be addressed in one service call. I spoke to a team lead since a manager was not available which i do not believe. Team lead was not helpful, apologetic or address my issue. I am filing a complaint with BBB . Don't sign up for warranty with this company. You're better off finding someone else!

Connie Self
Garrison, Texas
1/19/2017
This company is a scam! A ripoff! They contractors they hire are in bed with the company. I had a pipe leadK IN my wall. They sent out a company called SDL PLUMBING INC (972) 287-2039. They guy said I had a leak under my slab and that I have a flex slab, so they would have to tunnel under my home to fix the leak. Then they wanted an additional $270 to do a leak detection. I kept telling the guy I think it is in the wall. He never cut a hole or checked the wall. His estimate was $3,400 plus the $270, plus the $125 service fee. None of which is covered by AHS, so I asked for a second opinion. The soonest they could get someone to me was 3 more days. Mind you, this has been... Read More

M
Mona
Fort Worth, Texas
1/18/2017
Horrible customer service. I have ShieldComplete plan for my house in Arizona which includes "Improper installation, repair, or modification of the Covered Item" written in the contract and yet the representative said it is not covered. I had to get it fixed outside. Ridiculous!

L
[email protected]
1/18/2017
An absolute nightmare! I have had them for 6 years with no claims. The one time I need them to complete a repair on my washing machine, they denied me! My front loading washing machine was purchased and worked wonderfully for 11 years, until the rubber seal that keeps water from leaking out the front door snapped in half. You would think that an 11 year old machine has wear and tear, especially on a rubber seal. 1st contractor came out and informed AHS that, me, as the homeowner, put a sharp object in the machine to intentionally cut the seal...really! Claim declined. I insisted that a 2nd company come out and in their response they claimed probable heavy load causing seal to snap... Read More

G
Glenda Simms
Falls Church, Virginia
1/17/2017
My air conditioning system went out. American Home Shield was contacted. The company came out and stated the coil was cracked and cannot be repaired. The coil the company was to order was a different spec from the original coil. The company stated that spec was no longer available. So my duct work already in place did not fit to the new coil. Home Shield refused to cover the duct work; although stated in the contract they cover duct work. The repairs could not be done without new or cutting or adding to the duct work. Secondly they allow the company to charge the customer to dispose of materials that are freely taken by the Landfill from residents and payments given back to... Read More

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