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American Home Shield Home Warranty Review


Rating: 9.7 / 10 (Excellent)
2,459 Customer Comments & Reviews - see all comments
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American Home Shield is a Tennessee-based company founded in 1971 to provide home warranty services 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.

How is American Home Shield rated?

Breakdown

10/10
Coverage
10/10
Reputation
10/10
Contract & Price
9/10
Claims & Service

Overall Rating: 9.7 / 10 (Excellent)

American Home Shield's coverage is the most comprehensive and consumer-friendly in the industry. The company covers considerably more appliances and systems than its competitors, and has fewer coverage limitations. Its flexible price structure allows consumers to select their own trade service call fee and thereby affect their annual plan cost. The company's size and longevity suggest that it is very popular with consumers.

Coverage

Key Facts

Plan Types
Systems
Appliances
Combo Plan
Build Your Own
Benefit Limit Type
Per Item
Typical Appliance Benefit Limit
$3,000
Typical Systems Benefit Limit
$1,500

Coverage - 10 / 10

American Home Shield provides outstanding coverage. Almost uniquely, it warrants appliances and systems even if they have been improperly installed or previously repaired. American Home Shield covers 21 Systems and appliances, far more than most of their competitors, and fully covers 11 of those items. The rest generally have a $3,000 maximum. Unlike many of its competitors, AHS covers washers, dryers and refrigerators as part of its basic plan. There is no limit on the number of AHS claims that customer can file over the year’s contract, either.

What does American Home Shield cover?

Covered Systems

  • Air Conditioning
  • Heating
  • Electrical
  • Plumbing
  • Water Heaters
  • Instant Hot/Cold Water Dispensers
  • Central Vacuums
  • Smoke Detectors
  • Doorbells
  • Ceiling Fans
  • Ductwork
  • Sump Pumps

Covered Appliances

  • Refrigerators
  • Dishwashers
  • Clothes Dryers
  • Clothes Washers
  • Ranges/Ovens/Cooktops
  • Built-in Microwave
  • Free-standing Ice Makers
  • Trash Compactors
  • Garage Door Openers
  • Built-in Food Processors

Exclusions

For a full list of American Home Shield exclusions, check out this page.

Specialty Items

  • Guest Unit
  • Pool/Spa
  • Well Pump
  • Septic

Contract & Price

Contract Details

Annual Premium
Starting at $249
Minimum Contract Length
12 month(s)
Home Inspection Required for Contract?
No
Online Quote/Application

Contract & Price - 10 / 10

American Home Shield has a flexible pricing policy and offers four different coverage plans and three trade service call fee levels: $75, $100 and $125. this allows consumers to have input into the annual price of home warranty coverage, based on their budgetary needs. The minimum annual premium is only $249, far lower than most of their competitors.

Sample Contract

American Home Shield provides a sample contract for potential customers on its website: American Home Shield Sample Contract

Cancellation Policy

Customer can cancel anytime with refund possible.

Claims & Service

Claims

Service Fee
$75, $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
13,000+ contractors
Number of Technicians
45,000 technicians
Service Recall Period
60 days

Claims & Service - 9 / 10

American Home Shield takes claims 24/7/365. 98% of claims are dispatched to local repair professionals within 24 hours or less. The company has a large network of service professionals and offers a 60 day workmanship on their services.

American Home Shield Reputation

Company Details

Year Founded
1971
NHSCA Membership
Number of Customers
1.6 million
Number of Employees
1,700
TrustPilot Rating
3.7 out of 10
BBB Rating
B
BBB Rating
20
BBB Neutral Reviews
12
BBB Negative Reviews
642
Date Collected
2017-07-15

Reputation - 9.5 / 10

American Home Shield has been in business since 1971, making it the oldest player in the home warranty industry. 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. It has over 1.6 million customers. As with nearly every other home warranty company of any size, negative reviews far outnumber positive ones. In 2011, the company agreed to settle a class-action consumer lawsuit by setting up a special office to review claims that were allegedly wrongfully denied. The company appears to have moved past these legal problems now.

Contact & Additional Information

Homepage URL
Company Phone
(888) 429-8247
Headquarters Address
889 Ridge Lake Blvd., Memphis, TN, 38120
Mailing Address
P.O. Box 849, Carroll, IA, 51401
Year Founded
1971

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2459 Customer Comments & Reviews

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Jean R
Marietta, Georgia
11/21/2017
This company is terrible, wait time on the phone for customer service is 45 minutes to more than an hour and on top of that they tell you what to do and don't make note of it, keep away!


Jean R
Marietta, Georgia
11/21/2017
This company is terrible, wait time on the phone for customer service is 45 minutes to more than an hour and on top of that they tell you what to do and don't make note of it, keep away!


F
F_U_AmericanHomeShield
Glendale, Arizona
11/20/2017
Laughable that American home shield is rated #1. First off every time you call ahs for a problem you are charged a 100 dollar fee. So if you call for a water heater that blew and needs replacement they charge you 100 dollars to send out a low rated company who tries to tell you that a 10 dollar piece of copper pipe is a modification and requires an additional 75 dollars for a part that is supposed to be covered in the install. Ahs agrees even though their policy states it covers all parts and labor. No modification just a replacement of a necessary connection to a water heater as per usual install requirements. Not to mention the technician they sent out stole the hot side connection hose... Read More


F
Frustrated i
New Freedom, Pennsylvania
11/20/2017
I was surprised at their policy. I purchased a 3 year policy and immediately paid it in full for all years After 2 years I needed my first repair. I called them and was told the first three months of every anniversary, my benefits are reduced to $150 maximum. The technician that came to assess the repair, took the service fee and never came back to finish the job and did not return my calls. I contacted Home Shield and got no satisfaction. I got someone else to finish the job and now American Home shield refuses to reimburse me. I do not recommend this company at all.


T
Terry E
Lewiston, Idaho
11/20/2017
Don't waste your time calling in to request service. Not only will you wait forever to talk to someone but they will tell you something is covered and then when the technician arrives he tells you it isn't covered. This has happened more than once. Calling AHS will waste a lot of your time.


S
Syed j
Plano, Texas
11/20/2017
Horrible company. I am really not sure how they are getting all these positive reviews. We have been using them for a few years, and have never had claims without issues. First, to reach them you have to be in the phone for an hour (no exaggeration). Then many of their contractors are worthless. The problem never gets fixed in one time. They try to delay the second visit so that it appears that a new ticket is required and we pay the deductible again. They charge the deductible before the visit so if the problem is not fixed you cannot get out. We are ready for a change now, I am going to find another agency and move. Horrible experience with them.


R
Rebecca
Mesa, Arizona
11/16/2017
Good Concept HORRIBLE product! Possibly the worst customer service I have ever experienced. I have left maybe 5 reviews in my life but could not let this one slide. Can you live without your hot water heater for 2 1/2 weeks? Can you live without your dishwasher for three months? Can you wait two weeks for a plumber who never returns your call? Can you hold for 45 minutes to over an hour every time you call for resolution? I have done everyone of those things and more!!! Not worth the money.....save it and repair yourself. You will loathe this company before you get one repair completed!


Alice N
Torrance, California
11/16/2017
Can't believe the excellent rating AHS is showing!! It is the biggest mistake I ever made, signing with them. When I call for service, just to talk to a rep I have a half hour wait time. Took an entire morning just to make an appointment. Trying to cancel my contract was another nightmare! Paying $100 service fee is outrageous, just to fix a minor issue that took 5 min. to fix. DON'T DO IT, NOT WORTH IT!!!


N
NICO
Cincinnati, Ohio
11/15/2017
Horrible! Horrible! Horrible! After the contractor came to our home for plumbing leaks we heard nothing for three weeks. Made 3 different calls to AHS and waited over 40 minutes each time (today) to finally get in touch with someone who could help. Rude customer service. After the first call they told me that the contractor had never submitted information regarding our leaks to them. OKAY? I requested that we not have the same company return to our home. An hour later we receive an email saying that THE SAME COMPANY would be contacting us to set up a return visit to our home. Moments later we receive an email stating that the word had been completed and my bank account was... Read More


Robert C
11/15/2017
First of all the call wait time is over one hrs wait now who in there right mind would want to wait on a phone for over one hour listening to dumb music not even on speaker phone would I wait so I called and pressed number 4 which is other billing question and they helped me and it only took 15 mins on hold . Anyway my gripe is I have a glass shower handle and over the weekend I had lots of company and a few relatives stayed the entire weekend, well the shower glass non was accidentally broken in several pieces and they expected me to save all the broken pieces and figure out a better way to turn on shower other then using vise grips, or not use the shower at all until they got here to fix... Read More



Top Rated
Our Partner
9.7 / 10
  • Far and away the trusted industry leader
  • They have paid out over $1.8 billion in claims in the past 5 years
  • Nationwide network of more than 13,000 contractors
  • More than 1.6 million customers
  • Best reputation in home warranty industry