American Home Shield Home Warranty Review


Rating: 9.3 / 10 (Excellent)
873 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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Benjamin S
Valencia, California
5/20/2017
Tech came over to look into my pool heater problem. He analyzed that the switch membrane is broken and so is the controller. Claim that my controller was busted due to wire eaten by rodents. They can only repair the membrane but not the controller. Since I know a little about pumps I recheck the controller and it is working. Retape all the wires and then call AHS and informed them that I need only membrane fix. They said they could not do it since it has to be done all together. Told them that I will just buy the membrane and send them the bill. Customer service refuse. Do not understand why since my controller is still good, why repair it. Paid 75 for the contractor but have not heard... Read More

AHS A  
Official Response

Company Rep of American Home Shield Home Warranty
Hi Benjamin, Thank you for bringing this situation to our attention. I can understand your disappointment and frustration regarding this matter. I have located your information in our system and will be in contact with you to help resolve this issue. Thanks
Benjamin
Cibolo, Texas
5/20/2017
BUYER BEWARE. We had an American Home Shield Home Warranty when we bought our 8 y/o home in 2006. Three months after we moved in our A/C went out so we called AHS to report it. AHS sent out a local A/C repairman that they contract with through their ProConnect service. Although the A/C had been thoroughly inspected and serviced prior to our move-in, the A/C repairman denied the repair claim because the A/C coil was "dirty". The same A/C repairman called me a few hours later and said that if I had the coil cleaned by his company he could get the claim approved. Needless to say I declined his offer. I complained to AHS again and they sent out a second A/C repairman from a different company.... Read More

AHS A  
Official Response

Company Rep of American Home Shield Home Warranty
Hi Benjamin, I know that this is a very frustrating issue regarding your A/C repairs and the services that you have received. Please send your information to [email protected] and we will look into this situation. Thanks
Ruth L
Fredericksburg, Virginia
5/19/2017
Use to think this Co was great. Going down hill. Needed a plumber but they couldn't get one to come out. Had a flood. Had to hire my own plumber. Only have one Pool Company and so far they are not reliable. I'm frustrated with AHS.

AHS A  
Official Response

Company Rep of American Home Shield Home Warranty
Hi Ruth, I apologize for this issues that you have experienced with your services. Please send your information to [email protected] and we will be in contact with you to see how we can help resolve this frustrating issue. Thanks
Mike C
5/19/2017
AHS has saved me thousands over the years. we would be lost without them. highly recommend to any home owner.

AHS A  
Official Response

Company Rep of American Home Shield Home Warranty
Thanks for the feedback Mike.
Helena
5/19/2017
My seller paid for this warranty for me when I closed in December....this Warranty sucks.. I've had to wait 5 weeks for my refrigerator to be repaired...5 weeks with no way to store for a vegan is costly. I've worked from home only to have repairmen to not show up. I asked for my $75 service fee back with must be coming via Satellite because I've yet to receive it! You lost 2 customer with the way this was handled because my sister was interested in a warranty as well. Oh well.. December can't come quick enough taking my business else where!

AHS A  
Official Response

Company Rep of American Home Shield Home Warranty
Hello Helena, If you send your information to [email protected] I will contact you and look into this situation. I do apologize for this experience with your services and sincerely regret this issue. Thanks
Helena
5/19/2017
My seller paid for this warranty for me when I closed in December....this Warranty sucks.. I've had to wait 5 weeks for my refrigerator to be repaired...5 weeks with no way to store for a vegan is costly. I've worked from home only to have repairmen to not show up. I asked for my $75 service fee back with must be coming via Satellite because I've yet to receive it! You lost 2 customer with the way this was handled because my sister was interested in a warranty as well. Oh well.. December can't come quick enough taking my business else where!

AHS A  
Official Response

Company Rep of American Home Shield Home Warranty
Hi Helena, I regret the experience that you have had with your services. This is not the sort of service that our customers deserve. Please send your information to [email protected] and I will reach out to you regarding a resolution to this issue.
Helena
5/19/2017
My seller paid for this warranty for me when I closed in December....this Warranty sucks.. I've had to wait 5 weeks for my refrigerator to be repaired...5 weeks with no way to store for a vegan is costly. I've worked from home only to have repairmen to not show up. I asked for my $75 service fee back with must be coming via Satellite because I've yet to receive it! You lost 2 customer with the way this was handled because my sister was interested in a warranty as well. Oh well.. December can't come quick enough taking my business else where!

Helena
5/19/2017
My seller purchased this warranty for me when I closed in December and based on my recent experience I would have to say that AHS sucks and you definitely lost 2 customers seeing how my sister was interested in a purchasing a warranty as well. I has taken 5 weeks for me to have my refrigerator fixed. 5 weeks without a refrigerator for a VEGAN is very costly! The time that it has taken to repair my refrigerator is unacceptable. I've worked from home to have repairmen not show up! After spending hours on hold I was finally given my $75 fee back which must be coming via satellite because I have yet to receive it! In December I will be using another company based off of this experience.

Helena D
5/19/2017
My seller purchased this warranty for me when I closed in December and based on my recent experience I would have to say that AHS sucks and you definitely lost 2 customers seeing how my sister was interested in a purchasing a warranty as well. I has taken 5 weeks for me to have my refrigerator fixed. 5 weeks without a refrigerator for a VEGAN is very costly! The time that it has taken to repair my refrigerator is unacceptable. I've worked from home to have repairmen not show up! After spending hours on hold I was finally given my $75 fee back which must be coming via satellite because I have yet to receive it! In December I will be using another company based off of this experience.

Matt M
Dallas, Texas
5/19/2017
I have had AMERICAN Home Shield on my homes for about 15 years now and ever year they raise their rates. Last year we had to call the about the same issue over 7 times and the companies that they partnered with could not fix the problem properly and since we had so many calls they raised our rates to $2000/year. I then called Choice and signed up for about $650.

AHS A  
Official Response

Company Rep of American Home Shield Home Warranty
Matt, All feedback is important to us and we appreciate the time you took to tell us about your experience. I regret the experience that you have had with your services, and if you send your information to [email protected] we will follow up with you. Thanks
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