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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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Tania H
8/1/2017
worse experience of my life dealing with home issues in 24 years. My condenser for the A/C broke 7/6/17 and it finally got fixed today, 8/1/17. They lied to me and the vendor when the condenser was to ship, it got lost for two weeks, etc. You don't even get a designated person to contact any updates. Spoke to 13 people over 3 1/2 weeks.Everyday that I called, the waiting time was minimum 50 min. - 1.2 hours. Horrible follow through, especially with July summer heat. They are just NOT prepared to handle A/C issues in the summer. I will NOT keep this warranty. I am told by a real estate professional that most realtors in Los Angeles do NOT recommend AHS to their clients. In the past, dryer... Read More

AHS A  
Official Response

Company Rep of American Home Shield
Hello Tania, When our customers are unhappy, we're unhappy...If you email your property address and phone number to social@ahslink.com, we will be in contact with you regarding this matter. Thanks
R
Riqing Y
8/1/2017
The door keys have been hanged quickly after we made a request. However, the company has incorrectly typed my name wrong for several times even I called their office several times. Right now the letter the company sent to us seems to still have my wrong name.

A
AHS A  
Official Response

Company Rep of American Home Shield
Hello, We sincerely apologize for this issue. Please email your property address and phone number to social@ahslink.com, attention"Consumers Advocate" and we will reach out to you regarding this matter. Thanks
M
Molly S
8/1/2017
AHS has not resolved 2 different issues at my home. Cannot get anyone to contact me. Have 2 homes with AHS. Terrible customer service

A
AHS A  
Official Response

Company Rep of American Home Shield
Hi Molly, Thanks you for bringing this matter to our attention, we would like to offer assistance concerning this issue. Please email your property address and phone number to social@ahslink.com, and we will be in touch with you regarding this situation. Thanks.
J
Judi
8/1/2017
I have been with them for many years ....... will be changing this month. Thru the years their prices keep going up and more and more things keep getting omitted to fix. My last experience was an air conditioner. I paid 110 a pound for freon they paid 10.00 a pound of that price. At one point there was no charge for freon and then it went to around 30 or 40 dollars . After the air conditioner was fixed thru AHS for 375.00 out of my pocket AND he said he wasn't sure that it was fixed. Because procedure said he could only do what he did to begin with. I checked a local service here to get quotes. Freon was close to being the same BUT the service fee to come out was deducted from the total... Read More

A
AHS A  
Official Response

Company Rep of American Home Shield
Hello Judi, I am sorry to hear about your experience with your services. If you send your information to social@ahslink.com, attention "Consumers Advocate", I will reach out to you and look into this matter. Thanks
J
James A
8/1/2017
We have had only two semi-major repairs. Replace hot water heater took two months and cost us $300. Central AC took two weeks and cost us $325. What a hassle to have repairs. Apparently the repair companies, in order to make any money, must tack on expenses and paid by the insured.

A
AHS A  
Official Response

Company Rep of American Home Shield
Hello James, We value your feedback and the chance to resolve any issues that our customers may have. If you have any issues regarding your services that you need assistance with please send your information to social@ahslink.com, attention "Consumers Advocate", Thanks.
J
Joaquin C
8/1/2017
I had the locks changed in our new home. The service provider called 2 days before appointment to confirm. He called about 30 minutes before his arrival. He was very professional. He explained everything. I was very satisfied.

A
AHS A  
Official Response

Company Rep of American Home Shield
We genuinely appreciate the feedback Joacquin. Happy to hear that you are satisfied with your services. Thanks
S
Sondra p
8/1/2017
They are wonderful. Always on time, courteous and neat/clean.

A
AHS A  
Official Response

Company Rep of American Home Shield
We are delighted that you are pleased with your services Sondra. Thanks for the feedback!
Kisha T
8/1/2017
I called American Home Shield in October of 2017 about a leak I had in my home downstairs they sent three different companies out and said that I had a leak under my toilet because the slab was uneven remind you my home was built in 2000 this leak started in 2017. I explain to them that the leak wasn't coming from the toilet but they didn't listen to me. They denied my claim because they said this lab was uneven. So I had to find a plumber to come out and fix the issue that American Home Shield said was the problem. I called them back and told them that that wasn't the problem it was a part that was under the toilet that need to be replaced on it because the water had made it rusty that's... Read More

AHS A  
Official Response

Company Rep of American Home Shield
Hello Kisha, I would like to reach out to you regarding this issue. I certainly apologize for the inconvenience that you have experienced. If you email your property address and phone number to social@ahslink.com, I will follow up with you regarding this matter. Thanks
Mekaboo R
8/1/2017
Right now I'm giving them 1 star because I have been waiting since July 15 the to get a leak fix they came out saw the problem and haven't got back with me yet this is crazy, what am I paying for monthly someone needs to fix what I pay for

AHS A  
Official Response

Company Rep of American Home Shield
Hello, We would like to look into this matter concerning the plumbing issue. Please email us your information to social@ahslink.com, attention "Consumers Advocate" and we will be in touch with you regarding this issue. Thanks
M
mgorilla
7/31/2017
in short . awesome. ac compressor was changed quickly . technicians were on time , clean , professional and personable. no issues or concerns with their workmanship

A
AHS A  
Official Response

Company Rep of American Home Shield
We appreciate the time you took to share your experience with your services. Thanks
Top Rated
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  • 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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