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American Home Shield Review


ConsumersAdvocate.org Rating: 4.7 / 5 (Excellent)
4,124 Customer Comments & Reviews - see all comments
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American Home Shield is a Tennessee-based company founded in 1971 to provide coverage on home appliances and systems 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. Customers can also purchase optional coverage for pools and spas, guest houses, home electronic systems, roof leaks, maintenance services, and more.
 
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How is American Home Shield rated?

Breakdown

4.8/5
Transparency
4.8/5
Claims Processing
4.7/5
Coverage Options
4.7/5
Additional Benefits
4.7/5
Customer Experience

Overall Rating: 4.7 / 5 (Excellent)

American Home Shield's coverage is among the most comprehensive we've seen in the industry. The company covers considerably more appliances and systems than its competitors and has fewer coverage limitations.

The company recently updated its plans—they now have three to simplify choosing the right one for your home. American Home Shield focuses on the repairs that offer the most value to consumers, removing items that are inexpensive to replace, increasing its coverage limits on appliances in its most expensive plan to reflect today's higher-priced, "gourmet" appliances, and adding roof leak coverage.

Coverage

Key Facts

Plan Types
Systems
Appliances
Combo Plan
Benefit Limit Type
Per Item
Typical Appliance Benefit Limit
$3,000
Typical Systems Benefit Limit
$0

Coverage Options - 4.7 / 5

American Home Shield offers consumers a choice of three plans, following a good-better-best model. Its ShieldSilver plan warrants systems only, but can be amended with certain add-ons, including pools, electronics, and guest houses. Its ShieldGold plan covers a range of systems and appliances, again with add-on options. Its ShieldPlatinum plan covers everything in the ShieldGold plan, plus roof leaks up to $1500 and some routine maintenance services. These include free HVAC tune-ups, unlimited top ups on your AC refrigerant, coverage for code violations including permits.

All told, American Home Shield covers 23 systems and appliances, considerably more than most of their competitors, and fully covers 11 of those items. There is no limit on the number of claims a customer can file over the year’s contract, either.

What does American Home Shield cover?

Covered Built-In Systems

  • Air Conditioning
  • Heating
  • Electrical
  • Plumbing
  • Water Heater
  • Instant Hot/Cold Water Dispenser
  • Doorbells
  • Ceiling Fans

Covered Appliances

  • Refrigerators
  • Dishwashers
  • Clothes Dryers
  • Clothes Washers
  • Ranges/Ovens/Cooktops
  • Built-in Microwaves
  • Freestanding Ice Makers
  • Built-In Trash Compactors
  • Garage Door Openers
  • Built-in Food Centers

Exclusions

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

Specialty Items

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

Contract & Price

Contract Details

Annual Premium
Starting at $0
Minimum Contract Length
12 month(s)
Home Inspection Required for Contract?
No
Online Quote/Application

Contract & Price - 5 / 5

American Home Shield has a flexible pricing policy and offers three different coverage plans and two trade service call fee levels: $100 and $125.

This allows consumers to have input into the annual price based on their budgetary needs.

We requested a quote for a single family home under 5,000 square feet located in a medium-sized midwestern city. The minimum annual premium (Shield Silver Plan) was $59.99 per month. The maximum premium (Shield Platinum Plan) was $109.99. So AHS prices are somewhat higher than many competitive plans. Consumers should note that their final price will vary by plan, service call charge selected, and location.

Sample Contract

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

Cancellation Policy

Customers can cancel anytime within their 30 day wait period and receive a full refund, and can cancel anytime during the contract term, as this is a non-binding contract.

Claims & Service

Claims

Service Fee
$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
14,000+ contractors
Number of Technicians
45,000 technicians
Service Recall Period
30 days

Claims Processing - 4.8 / 5

Consumers can submit a service request online 24/7/365. American Home Security does not require an inspection prior to purchase.

The company has a large network of service professionals and offers a 30-day workmanship guarantee on their services.

American Home Shield Reputation

Company Details

Year Founded
1971
NHSCA Membership
Number of Customers
1.7 million
Number of Employees
1,700
TrustPilot Rating
2.1 out of 5
BBB Rating
B
BBB Positive Reviews
392
BBB Neutral Reviews
50
BBB Negative Reviews
1,874
Date Collected
2023-07-24

Reputation - 5 / 5

American Home Shield has been in business since 1971, making it the oldest player in the industry. It has over 1.7 million customers.

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. In this industry, negative customer reviews far outnumber positive ones.

Contact & Additional Information

Homepage URL
https://www.ahs.com/
Company Phone
(888) 429-8247
Headquarters Address
150 Peabody Place, Memphis, TN, 38103
Mailing Address
P.O. Box 849, Carroll, IA, 51401
Year Founded
1971

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4124 Customer Comments & Reviews

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J
Jason
8/20/2017
Lately I've been unable to get anyone on the phone from AHS (hour on hold multiple times) and the vendors assigned to my cases have been very low quality.

T
T. W  
Official Response

AHS Rep of American Home Shield
My apologies for the extreme wait time, Jason! Summer is our busiest season and it's frustrating to know that we have customers such as yourself that need service that we are not able to address in a timely manner. We appreciate your business and your patience. I would also like to apologize for any contractor of AHS that did not complete a request in a sufficient manner. If you currently need assistance, please email us at social@ahslink.com Attention: Consumer Advocate. We will be glad to contact you.
L
Lyn
8/20/2017
Very easy company to work with. Have used my warranty several times with no issues.

T
T. W  
Official Response

AHS Rep of American Home Shield
Lyn, That is great to hear! We will be glad to continue to Sheild your home!
S
Shariff B
8/20/2017
Love the service if I have a problem I call there right on time with everything

A
AHS A  
Official Response

Company Rep of American Home Shield
Many thanks for the great feedback Shariff!
Trevis G
8/20/2017
Prompt professional service. Device repair was delayed because part had to be ordered and took 1 week to arrive.

AHS A  
Official Response

Company Rep of American Home Shield
Thanks for providing feedback about your services Trevis. We appreciate the opportunity to improve our customer experience.
Robert N
8/20/2017
It takes FOREVER to get a representative on the phone! The website required me to take to a persons and I waited on the phone for 1:30 hours for a 1 minute conversation. This wasn’t the only time as the average was greater than 30 minutes. If you know it’s peek season then hire more people.

AHS A  
Official Response

Company Rep of American Home Shield
Robert, I apologize for the wait time that you have experienced with your services, and would like to reach out to you to see if there is anything that we can assist with. Please provide your contact information to us by emailing social@ahslink.com, attention, "Consumers Advocate", and we will be in touch with you. Thanks
Freida F
8/20/2017
I have had membership with American Home Shield Home Warranty for almost 10 years and have had several calls for repairs with them. Each time that I had a repair, the repairman were always on time and did a fantastic job. When they had to order parts for an item, the part came prior to their scheduled appointment and was ready and waiting when they got here. I would highly recommend this company. They have saved me a lot of money on repairs.

AHS A  
Official Response

Company Rep of American Home Shield
We are delighted to read your comments about our services Freida. Thanks for sharing your feedback!
N
Neila d
8/20/2017
I cannot believe this the top rated home warranty company. I am out of my home because they are so slow and unresponsive on getting my AC fixed. 2 business days to respond when temp inside my house is 94 degrees is UNLIVABLE. No one on the phone is helpful. I guess they don't have to be...we are at their mercy. I called this in on Friday 8/11, someone came 8/15, compressor shot, ordered new one. Called 8/17 someone to return call...no call. Is it possible to sue this company to recover cost of living in a motel all this time?

T
T. W  
Official Response

AHS Rep of American Home Shield
Neila, I am so sorry to hear of the delay in your service and lack of follow-up. We will be glad to assist with expediting your A/C repair. Please email us at social@ahslink.com Attention: Consumer Advocate. We will be glad to contact you.
T
Todd E
8/19/2017
Worst customer service ever!!! They literally take over 1.5 hours to answer customer service call (That's the average wait time when I called them 15 times over a 30 day period). BTW - The sales department answers within 5 minutes of calling. Save yourself the trouble and put your monthly premium in a bank account and use that money for service calls. This home warranty business model is set up wrong - they're incentivized to give you poor customer service. AHS gets your premium regardless of whether they provide service - so they make that part very hard to happen.

T
T. W  
Official Response

AHS Rep of American Home Shield
Todd, My apologies for the extreme wait time! Summer is our busiest season and it's frustrating to know that we have customers such as yourself that need service that we are not able to address in a timely manner. We appreciate your business and your patience. If you still need assistance, please email us at social@ahslink.com Attention: Consumer Advocate. We will be glad to contact you.
Millie B
8/19/2017
yes they have become more effective lately and I am glad I have stayed with them They have always looked at and tried to correct any problems I have with my covered appliances.

AHS A  
Official Response

Company Rep of American Home Shield
Happy to hear that everything good with your services. Thanks for the feedback Millie.
Zada D
8/19/2017
I really liked the company\tradesman who came to fix the plumbing problems. He did a good job and was friendly

AHS A  
Official Response

Company Rep of American Home Shield
Great feedback Zada! Thanks.
Top Rated
Our Partner
  • Plans & pricing to fit every budget
  • No age limit on systems & appliances
  • No inspection or maintenance records required
  • If a covered item can’t be repaired, they replace it
  • 30-day workmanship guarantee
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