American Home Shield Home Warranty Review


Rating: 9.3 / 10 (Excellent)
635 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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Charley Hansen
2/27/2017
This company contacted me in February 2017 to tell me I owed a service fee for a air condition service in August 2016 which I called the out on because I had a new air condition put in on March when we bought our house .so when I called them out on it they said they had my signature on the contract. When I said I wanted to see it they magically couldn't find it . I also reminded them that per their rules all service fees are collected at time of service . I told them I would not be paying any few until I see this contract which I made sure to remind her there would be none.they have continued 5o harasses me for weeks I have spoke to their escalade department who said they have requested... Read More

J
Jesniqua McKnight
2/27/2017
American home shieldshield customer service sucks. I'm having a number of issues with my AC unit and it has not been fixed.

K
Kimberly
2/24/2017
I am very dissatisfied with this company and their vendors. Most vendors are unknown businesses who put a band-aid on things that need to be fixed so you keep having to pay the service call fee for someone to come out for the same issue after 30 days. The vendors try to make everything seem like it's your fault even if you have new equipment they told you to purchase for the previous problem. Very disappointing. Old Republic will not pay any service call fees if over 30 days. This is why I say vendors "put a band-aid on all problems. If you request a list of their vendors they have on contract to use, they tell you it's confidential. They use no name brand companies without reviews. You... Read More

D
Deb
2/24/2017
Have been a customer for 10 years. Contractors sent out are always good. Just had my furnace replaced and covered. The reason for 4 stars is that there are always some charges not covered. For example on the furnace we had to pay for a permit to be pulled and code upgrades. Still the 1,000 out of pocket was better than a full priced furnace.

Mary Lou Bonugli Hill
Mound, Minnesota
2/24/2017
Since AHS and HSA merged, the billing department is horrible. The plans and payments got all mixed up and a huge mess!! I cancelled an account in August and they kept taking out the payments, to date. They promise a refund, which does not show up. Plus three months in a row, they withdrew 5-7 premium payments in one month! I have had to stop payments and change bank accounts to avoid them messing up my checking accounts. The service calls have been good, but, again, they confused my accounts. After months of being patient, speaking with lots of supervisors, who always tell me they have fixed the problems, at my witts end.

Noel N Liza Gonzalez
2/24/2017
This is the worst customer service I have ever had. They will always get out of paying for the big repairs. DO NOT PURCHASE THIS.

D
Disgruntled user
2/23/2017
Do not use this company. They send contractors out that will not touch or fix the problem. And then charge you the $100 service fee. I called the company and they hang up on me, not willing to listen to you. No call backs. The "urgent account notification" that I received is a "NO Return address". American Home Shield is a definite waste of money and time.

T
Tony
Nashville, North Carolina
2/23/2017
This company is awful. I have been with them since 2006. My family and I recently moved to North Carolina and unfortunately our heat/ac unit broke down. American Home Shield sent Central Heating and Air condition from Roanoke Rapids NC. The installers were rude and attempted to charge us 900.00 in fees. We immediately contacted American Home Shield who informed us they would send some one else out. The day of the the new company was scheduled to come we received a call from a representative of American Home Shield stating that there was an error made. My Wife and I spent four hours talking to several individuals from American Home Shield in regards to not sending Central Heating and Air... Read More

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LINDA DESURE
Euless, Texas
2/23/2017
Disposeal in kitchen leaked under sink. What a mess. That was on a sunday. Igot online, to report it . The plumber called Monday moring they were there that afternoon.! Fixed it very clean job. It was a holiday week too.

E
EVERN FORD
Sarasota, Florida
2/23/2017
The technician called prior to arriving to inform me that he was enroute. He arrived pretty much on time of scheduled appointment. Technician showed me his ID. He was dressed appropriately, was professional and courteous and resolved the problem quickly.

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