American Home Shield Home Warranty Review

Rating: 9.7 / 10 (Excellent)
2,172 Customer Reviews - see all reviews
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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 home system components and appliances that may break down over time. The company is BBB-accredited, with a B rating.

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 co-pays and thereby affect their annual premiums. The company's size and longevity suggest that it is very popular with consumers.

Coverage

Key Facts

Plan Types
Systems
Appliances
Combo/Hybrid
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. The company's warranty plan covers 23 appliances and systems, far more than most of their competitors. Eleven of AHS’s warrantied items have unlimited coverage, while 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 yearly maximum payout.

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

  • 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 co-pay levels: $75, $100 and $125. This allows consumers to have input into the annual price of warranty coverage based on their own assessment of their budget and their appliances and systems. The minimum annual premium is only $249, far lower than most of their competitors.

Claims & Service

Claims

Service Fee
$75, $100 and $125
Maintenance Records Required for Service?
No
24/7 Claims Department?
Waiting Period
15 days

Contractors & Service

Contractor Selection
In-Network Only
Contractor Network Size
11,000 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 fully guarantees their work.

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.

American Home Shield Reputation

Company Details

Year Founded
1971
NHSCA Membership
Number of Customers
1.5 million
Number of Employees
1,600
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 one of the oldest players in the home warranty industry. In 1989, the company was acquired by Service Master, an old-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 1.4 million customers. As with nearly every other home warranty company of any size, negative reviews far outnumber positive ones. As one would expect with a large, national company, American Home Shield has been sued from time to time. 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

Top Rated
Our Partner
9.7 / 10
  • Far and away the trusted industry leader
  • They have paid out over $3 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

Latest American Home Shield Reviews

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9/20/2017
I've been with AHS for 13 years, and never experienced the lack of customer service that I'm currently experiencing. Waited on hold for over an hour to be told that the email informing me that my service is complete only really meant that the tech was there. On Sunday got a response from Facebook stating that due to a high volume of customer complaints, someone would get back to me in 4-5 days. I'm a couple days shy of being without a clothes dryer for a month. Also, my premiums and per visit copay continue to go up, despite using the warranty less than 10 times in 13 years. SO DISAPPOINTED. Couldn't figure out how to give 0 stars.


C
Parrish, Florida

9/19/2017
We called AHS regarding the problem with our refrigerator and received a phone number for the service company. An appointment was made right away with the company. Very professional and on time. We were very satisfied.


J
James A
Silver Spring, Maryland

9/19/2017
We have been with AHS with over10 yrs and have never had a negative experience with anyone associated with them. From the schedulers to the contractors, everyone has done more than expected.


P
Penny L
Jacksonville, Florida

9/19/2017
I have used AHS twice in the past 3 months. 1 for A/C and 1 for a plumbing issue. Both service people they sent were very nice and knowledgeable. The plumbing was fixed (minor issue with the tank guts) and the A/C needed $1500.00 of uncovered repairs. I opted to take a cash in lieu of repairs for $350.00 (which I was not expecting) since the A/C was 18 yrs old and I needed a more efficient one anyway. I am happy with what AHS has to offer, and they seem to fair and customer service has been polite. I would highly recommend them to homeowners and /or landlords.


B
Barbara
Ballwin, Missouri

9/19/2017
I have enjoyed prompt and courteous service from vendors sent to me from AHS. I am pleased with my coverage. An auto pay issue received attention in a timely manner and I'm hopeful the problem has been resolved.


M
Myron B
Denver, North Carolina

9/19/2017
When my water heater broke on a Friday afternoon, I used the AHS process to find a contractor to repair/replace it. The contractor I was notified to contact was Bay Mechanical, Inc. Their repair person came on the next business day, Monday. I called Bay to find out what was necessary to proceed and they told me they could not replace my 80 gallon tank, that I would have to accept a 50 gallon tank or purchase an upgrade to a commercial tank. Then they sent an email showing a quote for over $900 to "bring up to code" my plumbing so they could install the 50 gallon tank. The tank itself was apparently covered by AHS but I'd have to pay the entire $900+ out of pocket. I asked a local... Read More


J
jim m
Canton, Pennsylvania

9/19/2017
i believe this was probably the worse customer service experience that i have had with any company



9/19/2017
NO STARS So far my experience has been VERY POOR, AWFUL, HORRIBLE! It has been 5 weeks and my water heater still has not been replaced. 3 weeks passed before I was told that my water heater was under manufacturers warranty and that I was suppose to handle it and let them know when I had the new one. I was never told that it was under warranty or had to get it. I went through the roof and after sitting on hold for over an hour every time I call 2 more weeks have passed and they told me the contractor would let me know when they could fit me in. SATURDAY 7AM. I'm a realtor and have worked with many warranty companies. This is the worst so far. I met a repair man sent from another... Read More


T
Tami E
Alexandria, Virginia

9/19/2017
They were quick to get me an appointment. That part went smoothly. However, I have a Carrier Infinity AC System. I understand that it is pricy to fix and most companies do not carry the part. So it took quite some time to get the AC fixed. That was not the issue. I had a two stage system. They replaced the part with a one stage system. I did not know they were doing that. It decreased the efficiency of my expensive AC System. I wish they would have given me the two options and allowed me to pay the difference to keep my better system. On top of that, the new, sub-par part required reworking some duct work which was entirely my financial responsibility. Bottom line it's... Read More


J
Jackie p
Hollywood, Florida

9/19/2017
You need lots of patience with these people. I have three homes insured by them for the last two years. The phone wait times are ridiculous. I have waited 39 minutes and then the call just drops. But if you are going to renew they have someone on the line within 10 minutes. Ordering parts is another nightmare. Nothing seems to be urgent including AC problems. In one of my homes I waited two months for them to complete a plumbing problem. I made the mistake of paying for the entire year so I'm now stuck with them until the policy term is up. Looking for a new company. I'm also in total shock the scored so high.


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American Home Shield Home Warranty