American Home Shield Home Warranty Review


Rating: 9.3 / 10 (Excellent)
800 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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Matt B
Scottsdale, Arizona
4/27/2017
Our AC unit broke. They don't have the part. it will take 5 weeks to manufacturer a new part. We are in Phoenix. "We can't be help responsible for part delays". They are worthless.

Katherine I
Annapolis, Maryland
4/27/2017
I have had an on going plumbing problem since last October. AHS has assigned (4) different plumbing companies to fix my plumbing problems. My problems were leaking faucets, nothing out of the ordinary. The last company had to come (3) times to install a new faucet the first plumber broke. Each time a new company came I was expected to pay another service fee. To date I have not been reimbursed for the service fees and currently I am being charged another service fee for the current plumber. Customer Service is a long wait to speak to a representative and their is no follow up or concern for the customer.

JBR R
Palm Coast, Florida
4/27/2017
I have had numerous dealing with this company in Florida. My first experience took months to get a refrigerator repaired. My second one they installed used parts in my A/C system and it took over a week to get that done. My third experience cost us over $500 in lost foods as it took them over 7 days to send someone who just looked at the unit, nothing was fixed. My fourth was another A/C issue that has been going on for 7 days. They tried to pump out another $225.00 in labor based on lies about the repair, still have no repair and no one will give us a time or date to repair. In the end American Home Shield sets the rules for the contractors. Either they are not paying them or they are... Read More

Lori
Las Vegas, Nevada
4/27/2017
We live in las vegas nevada, our wash machine broke on Saturday, when I called to get a technician they said he would call within 24 business hours, I had to call them, this was on Monday and they came out abm appliance Tuesday looked at the wash machine said it would take 5 to 7 business days to see if they could even get the parts or to see if it would need to be replaced, so basically we are with out a washer for almost two weeks, they only deal with one appliance company in las vegas? Not acceptable

Lori
Las Vegas, Nevada
4/27/2017
We live in las vegas nevada, our wash machine broke on Saturday, when I called to get a technician they said he would call within 24 business hours, I had to call them, this was on Monday and they came out abm appliance Tuesday looked at the wash machine said it would take 5 to 7 business days to see if they could even get the parts or to see if it would need to be replaced, so basically we are with out a washer for almost two weeks, they only deal with one appliance company in las vegas? Not acceptable

KRISTINE R
4/26/2017
Should have read about their inferior customer service before enrolling. Even under duress, they could care less how long you have to wait for a refrigerator repair, let alone not offering a loaner. No coverage for lost food, which I could deal with having a smaller refrigerator in the garage. Yet, after the third week, I can't imagine how it can be rated in the top ten. First repair they claim came in broken and then they could have ordered expedited delivery at that point but, alas, no chance of that. No intention of renewing with this company since there are many to choose from. Don't be fooled by their claims, 3 weeks is sub-standard service. May as well be talking to the walls... Read More

Dawn S
North Port, Florida
4/26/2017
I had AHS for several years. The ppl that were shady at best. AHS had dropped various companies without notifying me, but yet kept sending them out. Unfortunately it took me a $7,000. 00 air conditioning install by an already cancelled company, yet AHS sent them to me. Other companies never came, yes more than 2, never called or showed up. Again both companies had been cancelled by AHS. AHS billed, and was paid 2x in 1 month. Just got off phone and they refused to refund the 2nd payment. That was the final straw. Repeated poor customer service. Found new and cheaper company.

Gary
4/26/2017
I had my first call for a water leak. They sent out a second hand young plumber who said it was a pool problem when it was my garden hose faucet? the pool people said it was a plumbing problem? after ten days of this I called a handyman who fixed it the same day! AHS would not reimburse me for stopping my leak ? I had the receipt and all? They would rather leave me with a water leak ! I cancelled immediately?

Mi P
Sierra Vista, Arizona
4/26/2017
I have had to have multiple appliances repaired and replaced and AHS coordinated for the repairs and replacements. My only issue is that I have to pay $75 for each service call even if the service call has to do with the same issue. The only time I didn't have to pay was when the same issue occurred within 2 months of the last one.

Mi P
Sierra Vista, Arizona
4/26/2017
I have had to have multiple appliances repaired and replaced and AHS coordinated for the repairs and replacements. My only issue is that I have to pay $75 for each service call even if the service call has to do with the same issue. The only time I didn't have to pay was when the same issue occurred within 2 months of the last one.

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