American Home Shield Home Warranty Review


Rating: 9.7 / 10 (Excellent)
2,829 Customer Comments & Reviews - see all comments
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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 major components of home systems and appliances.

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 trade service call fee and thereby affect their annual plan cost. The company's size and longevity suggest that it is very popular with consumers.

Coverage

Key Facts

Plan Types
Systems
Appliances
Combo Plan
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. American Home Shield covers 21 Systems and appliances, far more than most of their competitors, and fully covers 11 of those items. 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 limit on the number of AHS claims that customer can file over the year’s contract, either.

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

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

Contract & Price

Contract Details

Annual Premium
Starting at $299
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 trade service call fee levels: $75, $100 and $125. this allows consumers to have input into the annual price of home warranty coverage, based on their budgetary needs. The minimum annual premium is only $299, far lower than most of their competitors.

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.

Claims & Service

Claims

Service Fee
$75, $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
13,000+ 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 offers a 60 day workmanship on their services.

American Home Shield Reputation

Company Details

Year Founded
1971
NHSCA Membership
Number of Customers
1.6 million
Number of Employees
1,700
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 - 9.8 / 10

American Home Shield has been in business since 1971, making it the oldest player in the home warranty industry. 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. It has over 1.6 million customers. As with nearly every other home warranty company of any size, negative reviews far outnumber positive ones. 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
150 Peabody Place, Memphis, TN, 38103
Mailing Address
P.O. Box 849, Carroll, IA, 51401
Year Founded
1971

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2829 Customer Comments & Reviews

Loading Reviews ...
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Brenda B
Tulsa, Oklahoma
7/25/2016
VERY disappointed in their customer service! I will be canceling my contract and going with another company. After the initial contractor was sent out and couldn't do the repair, I was told by AHS that Is was not covered, I paid out of pocket to have the repair done. AHS, three weeks later, scheduled another contractor to do the repair, as it was, in fact, a covered item. I called to find out what was going on and explained that I was told it wasn't covered and have already had the repair done. I asked to be reimbursed since it was actually covered, I was told flat out no! Because I sent another company out that was not authorized by them. I sent an email to the claims department... Read More


Harry L
Richmond, Virginia
7/24/2016
These guys are horrible, wife works from home the top heat pump is not blowing cold they seed out 5 techs that could fix the problem..had 3 A/C companies look at it and immediately found the problem. Called them to let them know the diagnosis can't reach anyone...tried for 2 weeks in 100 degree weather. After that just had the James River Heating and Cooling fix the problem. Note that they only pay $10 toward the first 3 lbs of your Freon so it will cost you a lot..some warranty companies pay for it all. Also they will only try to repair not replace....do yourself a favor and read the review at BBB and online before doing business with this business!


Ronald M
Salisbury, North Carolina
7/23/2016
I've only had to use the services a few times in the past few years. The first was when my glass cooktop cracked - it took several week to get someone out here, no service contractors in my area. The service was handled by Sears (60-60 miles from here). When he finally got here he was great, had to order a part and that took a week or so more. The second time was for my washer. The service was once again handled by Sears, took them a while to schedule me in (I had an infant in the house - that didn't matter apparently) but when the serviceman finally got here it fixed quickly and efficiently. The last time was my hot water heater. This time I got a local plumber sent by AHS. He was... Read More


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Boruch T
Cleveland, Ohio
7/21/2016
AHS has not provided timely service. I Have been 5 Days without hot water and they will not cover the complete cost of the repairs. On Sunday July 17, our hot water heater started leaking. I called AHS for service and they dispatched the request to a company. That company had no availability until Friday 7/22. AHS dispatched another company, a one man operation that uses a cell phone for his main number. He was unable to make the repairs because his "one" van broke down. The next company dispatched also had a crew of "one" and would take several days to arrive and complete the request. The fourth and company was able to arrive in a timely manner, 4 days after the initial call. Replacement... Read More


S
Steve m
Rogers, Arkansas
7/21/2016
The worst customer service ever... 30 min wait to talk to customer service. Bad diagnostic cost us 45k they said they not responsible for and damages had to call my insurance company.. Had air cond go out, they called me back the next day and said they don't have techs in my area and I could try to find someone then send them the bill.. That's what I pay them for... All around a horrible experience w this company...I have 3 properties w them that I am taking my business elsewhere...


J
jane d
Scottsdale, Arizona
7/20/2016
We signed up with them one year ago in August. The first time we had to call for service they were prompt about setting up an appointment. However the service provider was terribly incompetent and actually diagnosed a problem to be much more serious and expensive than warranted. We wound up finding our own provider, paid out of pocket, at a much lower rate. Next time we needed service we had to wait over 45 minutes to get a person on the telephone and once again provider was incompetent. I attempted to call up to report problems and still could not get a human being on telephone. The only time they currently answer calls promptly is when you are a new customer.


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angela b
Mt. Pleasant, South Carolina
7/20/2016
I consider their practices criminal and customer service no existant 26 days ago I called in a service request with American Home Shield because my AC was out,. The technician on site recommended to replace the 19 year old heat pump because both the compressor and fan motor are broken. AHS now claims it is a good repair and will not replace the unit even though 50plus% of the unit are broken. On top to repair they want me to pay $400 because the freeon of this old unit is so expensive. If they replace the unit I would not have to pay for any freeon. I have been paying for this warrantee to get equipment replaced when it is broken. A 19 year old heat pump is way past its time and need to... Read More


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ALAN C
Henderson, Nevada
7/19/2016
Telephone hold times are from 30 minutes to an hour. After an hour you are disconnected and have to call again. AHS is the only company that charges you for the replacement A/C coolant when A/C repairs are done. Very poor customer service


H
Heather E
Fort Worth, Texas
7/19/2016
6/25/16 A/C stopped cooling and was reported to AHS. 6/27/16 contractor called to set up appt for 6/29/16. 6/29/16 Had my father meet the contractor. We told him that the coil keeps freezing up which causes the unit to stop cooling. We had been in the attic with a hair dryer all weekend trying to make it bearable so we knew what was wrong but not how to fix it. He checked the lines and unit and said there were no issues. No issues....really? It is 89 degrees in the house and there are no issues? The unit had been off and thawed so when he turned it on, it immediately started to cool so I am sure he thought it was working. We told him it would freeze and he said there were no leaks etc.... Read More


Victor C
Dallas, Texas
7/17/2016
Another great service call. The provider was presentable and respectful of my property. Came in, listen to my concerns, assessed the problem and proceeded with the repair. It was a simple repair but a service call none the less.



Top Rated
Our Partner
9.7 / 10
  • Far and away the trusted industry leader
  • They have paid out over $1.8 billion in claims in the past 5 years
  • Nationwide network of more than 13,000 contractors
  • More than 1.7 million customers
  • Best reputation in home warranty industry