American Home Shield Home Warranty Review


Rating: 9.3 / 10 (Excellent)
1305 Customer Reviews - see all reviews
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How is American Home Shield rated?
9/10
Coverage
10/10
Reputation
8/10
Contract & Price
10/10
Claims & Service
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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S
[email protected]
Burbank, Illinois
7/29/2017
I am very satisfied with AHS. They respond immediately to my inquiries and resolve all issues quickly while providing updates along the way. Great service!

P
Pablo
Dacula, Georgia
7/29/2017
They don't send some body to fix heat pump and then give me auto order to fix because it was Saturday and it was so hot and they don't find some one to fix , later I send the bill with the number ftom authorization it was 200 only and still they don't want payment back and send letter explain ridiculous argument

J
[email protected]
New Buffalo, Michigan
7/28/2017
When I was able to talk to a customer service person they were very helpful. What was not helpful and very irritating was being on hold for over 30 minutes and hearing every two minutes that my call was important. If my call was important someone should have answered the phone in less than 30 minutes. I did try and do it online but it was thrown out for some reason. All the people that I finally talked to at AHS were more than helpful. What was not helpful and totally irritating was voice mail hell.

AHS A  
Official Response

Company Rep of American Home Shield Home Warranty
Hello, I sincerely apologize for the hold time that you have experienced. If you are still in need of assistance please email your property address and phone number to [email protected], attention "Consumers Advocate", and we will follow up with you. Thanks
J
John E
Denver, Colorado
7/28/2017
Took over two months to repair our central AC. Once they agreed to switch service vendor the repair was completed in 3 days. Not sure what premium was, our realtor gave us the warranty. If you are any consumer business you have to have a phone system that does not put customers on hold for hours on end. We basically are of the opinion that American Home Sheild just wanted to make the process as painful as possible so we would eventually just walk away. Our experience was buyer beware with these folks.

AHS A  
Official Response

Company Rep of American Home Shield Home Warranty
Hello John, We're sorry to hear about your recent experience with your services. We value your feedback and the chance to resolve any issues that our customers may have. Please email your property address and phone number to [email protected], attention "Consumers Advocate" , if you need assistance. Thanks.
Grady R
Houston, Texas
7/28/2017
Very responsive and helpful!!

AHS A  
Official Response

Company Rep of American Home Shield Home Warranty
Many thanks for the great feedback Grady!
B
Barry G
Palm Desert, California
7/28/2017
I have been with AHS for many years. My experience has been mixed. When the contractor assigned is good, then the service is good. If not you are out of luck. It is next to impossible to ask customer service for help. The telephone wait times are ridiculous. My experience has been that if you try to get assistance from customer service reps, they are very knowledgeable about telling you why they can't honor your request. I would agree with those customers who say it takes a long time from beginning to end for any service that requires parts replacement. A simple washer repair took over a week because they needed a hose. Don't expect any assistance in an emergency! They are not equipped... Read More

AHS A  
Official Response

Company Rep of American Home Shield Home Warranty
Hello Barry, We would like to offer our help to resolve this matter. If you email your property address and phone number to [email protected], we will follow up with you regarding this matter. Thanks
P
Paulette S
Lake Charles, Louisiana
7/28/2017
I had an extremely frustrating and unsatisfactory experience with American Home Shield. When you try to call then you get put on hold waiting for assistance for up to 40 minutes! That is absurd. With a broken AC unit in 90+ degree weather it took them almost a week to approve the repairs. That was after I had been told on the phone by their representative that the technician could get approval on the spot once the diagnosis was done. Not So! I would not recommend this company to anyone but my worst enemy.

AHS A  
Official Response

Company Rep of American Home Shield Home Warranty
Hello Paulette, I can understand your frustration regarding this issue, and I sincerely apologize for the wait time. If you email your property address and your phone number to [email protected], attention, "Consumers Advocate", we will reach out to you regarding this matter. Thanks
W
Wes K
Hudson, Ohio
7/28/2017
The contractor's have consistently been high quality, courteous and easy to work with. The few times I've needed to use AHS I have been pleased.

AHS A  
Official Response

Company Rep of American Home Shield Home Warranty
Thanks Wes. We appreciate the wonderful feedback.
America S
Rocklin, California
7/28/2017
American home Shield provide excellent service that gives me peace of mind. I highly recommend it to any homeowner. They help us stay on our budget even win big repairs come up. We've been using them for nearly 8 years and I am very happy.

AHS A  
Official Response

Company Rep of American Home Shield Home Warranty
Thanks for the Great feedback America!
R
Ron H
Levittown, Pennsylvania
7/28/2017
I have had 2 repair requests in 3 years. They NEVER abide by the contract. Hold times to speak with someone here are about an hour and then get disconnected (this is usual practice here). Put in service request multiple times and contractors don't contact us. Repair was shotty and no useful warranty after the repair. This warranty is a complete waste of money and now I have to take them to court to fight for what I bought.

AHS A  
Official Response

Company Rep of American Home Shield Home Warranty
Hello Ron, My apologies for the wait time and the experience that you have had with your services. If you send your information to [email protected], attention "Consumers Advocate" we will be in contact with you regarding this matter. Thanks
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