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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

Loading Reviews ...
S
stoutbanana
8/5/2017
Excellent communication and the repair was completed quickly and efficiently

A
AHS A  
Official Response

Company Rep of American Home Shield
Thanks for the great feedback!
F
Fircrestshooter
8/5/2017
We actually received this warranty as a gift from our realtors when we purchased our condominium. It was an awesome gesture but I never expected to use it. Within a week, all of our food was spoiled in the refrigerator. We called the AHS number and set up an appointment. A really nice guy came out and discovered the system board had died. The cost of the board was a tick over $500. If I remember correctly, all it cost us was a $50 trip charge, maybe a small fee for the part. I can't find my paperwork to confirm that. Plus the technician cleaned the underside of the refrigerator. He gave us tips on how to maintain and care for it. Later we had a tech come out because a burner wasn't... Read More

A
AHS A  
Official Response

Company Rep of American Home Shield
We are pleased to hear that you are satisfied with your services. Thanks for the feedback.
Brunny P
8/5/2017
Everything was done in a timely manner and was easy to do. 1 call was all it took and everything was handled for me. Highly recommend it...

AHS A  
Official Response

Company Rep of American Home Shield
Thanks Brunny, We appreciate the feedback!
Susan G
8/5/2017
My kitchen sink was clogged so I called to have it fixed. Everything was taken care of professionally and without any hassle. The plumber who came was very polite and nice and gave me some advice on how to prevent further clogs. I would call them again for sure

AHS A  
Official Response

Company Rep of American Home Shield
We greatly appreciate the wonderful feedback, Susan! Happy to hear that you are enjoying your services.
Patrick G
8/5/2017
We had several needs for 3 different issues. All were resolved. A couple needed call backs and were promptly and professionally resolved. We had AHS in the past and the results were not good. Very happy we tried them again.

AHS A  
Official Response

Company Rep of American Home Shield
Glad to hear that you are happy with your services Patrick. Thanks for the feedback!
B
Beth
8/5/2017
Convenience......one call, Home Sheild took care of repair contact. Repair rep called within a day, scheduled. Repair person came out, quick, helpful, professional, and polite.

A
AHS A  
Official Response

Company Rep of American Home Shield
Thanks so much for the great feedback Beth!
K
Krystal
8/4/2017
Contracted a horrible AC company that has terrible reviews by the BBB, and I am STILL sitting in A hot house waiting while American Home Shield tells me to call the AC company and the AC company tells me they are waiting on American Home Shield to tell them if my broken AC is covered.

A
AHS A  
Official Response

Company Rep of American Home Shield
I Krystal, I sincerely apologize to you for this situation, If you email your property address and phone number to social@ahslink.com, attention "Consumers Advocate" we will follow up with you regarding this matter. Thanks
M
Marilyn S
8/4/2017
Per my telepone conversation Aug 3rd... I am most unhappy with the recent reguest to repair pool leak.. The 2 companies that came out didn't want to attempt a fix of the leak.. Both told us so because our heater is 25 years old..If they attempt the fix the plastic component thats causing the leak and the old bolts break they would be responsible for replacing the heater..I have had two appts with a pool builder and specific heater manufacturer...and both say the leak is normal wear and tear due to age and hard water..NOT CHEMICALS.. The copper components are unharmed and would be damagef if chemical unbalanced.. Therefore will be canceling our policy We will be consulting with an... Read More

A
AHS A  
Official Response

Company Rep of American Home Shield
Hi Marilyn, Please send your information to social@ahslink.com, attention "Consumers Advocate, and we will look into this matter. Thanks
L
lori
8/4/2017
If there were a zero star rating, I would rate AHS zero stars. The whole point in having a home warranty is so that there will be assurance that repairs or replacements of big ticket items are covered. I am a single mom and this gave me assurance, but I no longer will trust AHS and am cancelling my warranty. I feel I have now wasted hundreds of dollars for nothing.

A
AHS A  
Official Response

Company Rep of American Home Shield
Hello Lori, I have read your concerns regarding your service experience, and I sincerely apologize for the issues that you have experienced. If you send your information to social@ahslink.com, attention "Consumers Advocate", we will follow up with you regarding this matter. Thanks
L
Lee b
8/4/2017
Quick service knowledgable technician made it look easy

A
AHS A  
Official Response

Company Rep of American Home Shield
Thanks for the great feedback Lee!
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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