American Home Shield Home Warranty Review


Rating: 9.3 / 10 (Excellent)
968 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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Stacy
Elkridge, Maryland
6/24/2017
I had this warranty company for the last 7 months and the first time I used the warranty for an air conditioner problem, it took over 3 hours to report the problem and 3 calls later I was told that there was only 1 company in my area and I was told it would be 5 days before I could get an appointment. Since it was 84 degrees in my house and the temperature outside was 95 degrees. I told this company that was unacceptable and promptly canceled my contract because this company does not care about their disabled customers. This is the worse company that I ever deal with. By the way I found a local company that came out and fixed my system in less than 48 hours. Worse experience dealing with... Read More

J
Joseph P
West Monroe, Louisiana
6/23/2017
Horrible Customer service!!! I was called a lair by a rep named Serria. Both the inside and outside unit needed it to be replaced. Their tech made this recommendation. Instead they decide to look out for THEIR best interested and go a cheap why out. Costing me more money. I had no way of speaking with someone that could listen to appeal. Plus it took 4 full weeks to get it repaired. They simply do not care.

J
JJ C
Morrisville, North Carolina
6/23/2017
The technician arrived about three hours late, but worked until the job was done. My home was for sale and vacant, but he did an excellent job in keeping in contact with me. He even took a picture of the receipt and sent it to me. The overall experience in purchasing the home warranty and then transferring it to the new owers of my home was VERY EASY! AHS customer service personnel were pleasant and respectful. The representatives were in the USA which made it much easier to communicate with them. Nuances of American culture don't always translate very well. Thank you AHS!!

AHS A  
Official Response

Company Rep of American Home Shield Home Warranty
JJ. We greatly appreciate the time it took for you to share this experience with us, and we're happy that you are enjoying your services. Thanks
Robb E
Point Marion, Pennsylvania
6/23/2017
My central air system was identified as "not worth servicing and needing replacement." The contractor ordered the unit right there in the yard, gave me an ETA on the equipment and setup a return appointment to install the new unit. The next week he arrived and finished the work and cleaned up the site. I did experience a problem with the air handler that they promptly came back and repaired. the whole thing took a little longer than i expected (given the repair on the air handler) but the contractor was great, the unit works great and to date i have had zero problems with AHS getting a contractor out to me in an acceptable amount of time. So far, i am very pleased with this service. All... Read More

AHS A  
Official Response

Company Rep of American Home Shield Home Warranty
Hi Robb, It is our goal to provide the best service experience for our customers, and we thank you for sharing your feedback with us.
Wanda S
Monticello, Illinois
6/23/2017
The last time I needed a plumber it took so long to "find someone" that we called one and paid out of pocket. Now we have the new home owners policy as we bought our policy when we bought our home (built in 1967). We pay a nice premium every month that they take out "right on time". Now we wake up with our hot water heater out on a Friday morning and they are telling me that the contractor they called is within their 48 hours policy if he can't be out here until MONDAY! Who wants to be boiling water in the heat of the summer while running air conditioning just to wash dishes or take a bath? For an entire weekend! I was on hold the first time for over 30 minutes and told their system was... Read More

AHS A  
Official Response

Company Rep of American Home Shield Home Warranty
Hello Wanda, We would like to offer assistance regarding this situation. If you send your information to [email protected], we will follow up with you concerning this matter. Thanks
C
Carina A
Stockton, California
6/23/2017
I just started my contract with American Home Shield on the 16th of this month and have requested a service repair for a central heat and air unit and they stated that I would have someone contact me within 24hrs to set up an appointment. It is 114 degrees and no one has yet reached out to me to set up an appointment. And the times that I have called I have been in queue for over 40 minutes to speak to someone. I will say not a great start!

AHS A  
Official Response

Company Rep of American Home Shield Home Warranty
Hello Carina, This is not the experience that we would like our customers to have, and I certainly apologize for this situation. I have located your information and will be in contact with you concerning this issue. Thanks
J
[email protected]
Missouri City, Texas
6/23/2017
Not happy with American Home Shield after having a policy for over a year. I renewed it based on what the representative told me over the phone. I had a problem with my dishwasher and they sent seven technicians out over several months who did not repair it, Each time making the problem worse. Finally after writing corporate and calling numerous times. I was finally able to get a new dishwasher but i had to pay an extra $200, because they set me up with a shyster delivery company who lied and stated they would deliver the item to my home but did not. I ended up going to Home Depot and purchasing one. Then I said ok maybe that was a fluke I decided to give them another chance and renew my... Read More

AHS A  
Official Response

Company Rep of American Home Shield Home Warranty
Hello, When our customers are unhappy, we're unhappy. Please send your information to [email protected], attention, "Consumers Advocate" and we will look into this situation. Thanks
Ted L
Suffolk, Virginia
6/22/2017
I wish I could rate American Home Shield with 0 stars, so I'll settle for 1/2 star. This is perhaps the worst company I have ever had the displeasure to deal with. When we filed a repair request for the air conditioning, it eventually took over seven weeks to get the repairs completed. And the repairs only finally happened then after I posted a complaint for all the world to see on American Home Shield's Facebook page. First, they assigned a contractor who would not even return our calls. It turns out that contractor wasn't accepting repair requests, but American Home Shield didn't bother to check that -- they simply sent the work order and considered it done. When I finally got hold of... Read More

AHS A  
Official Response

Company Rep of American Home Shield Home Warranty
Hello Ted, I sincerely apologize for the dreadful situation, and regret the experience you've had with your services. I have located your information in our system and will be in contact with you concerning this matter. Thanks
B
brenda j
Upper Darby, Pennsylvania
6/22/2017
I've had AHS since I bought my house in the summer of 2016 and have only had to use the service once for an outside plumbing issue. I requested a service on their website, received a call shortly after form the contractor, scheduled service for next day. Contract came out and was good, did the job, explained things to me for future to not have more issues and went on their way. I have no complaints thus far. I am writing this from Philadelphia, PA.

AHS A  
Official Response

Company Rep of American Home Shield Home Warranty
We certainly appreciate the wonderful feedback. Thanks Brenda.
Michelle Y
Charlotte, North Carolina
6/22/2017
I was considering purchasing a Home Warranty Plan with AHS, but the Official Response to the reviews I've read are pretty much the same: Thank you for making us aware of this issue. We sincerely apologize for the problems that you have experienced with your services. We have located your information in our system and will be in contact with you regarding this matter. Thanks. This really concerns me, it just appears to be a form response.

AHS A  
Official Response

Company Rep of American Home Shield Home Warranty
Hi Michelle, Your feedback is important,and valuable to us and we will us this information to improve. Thanks
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