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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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C
Claude
7/28/2017
Response to my claim was very quick! Repairman was knowledgeable, friendly and thorough.

A
AHS A  
Official Response

Company Rep of American Home Shield
Great feedback Claude. Thanks
Chelsea G
7/28/2017
Awesome service with A US Air, Robert is extremely professional and he is a problem solver.

AHS A  
Official Response

Company Rep of American Home Shield
Thanks Chelsea, we really appreciate the comment.
H
Heidi S
7/28/2017
My AC went out...I submitted a servcie request through their automated system because the hold time to actually talk to someone was "more than an hour wiait time." The HVAC company called me back well within the 24 hr limit, but it was two days before they sent a tech to assess the problem. When he did come out I needed a new compressor/condenser. The rest of my HVAC system was in good shape. So then it's another 24 hours for them to submit their diagnosis to AHS, then ANOTHER 24 hours for AHS to respond to HVAC company. At this point I've been six days without AC, and the HVAC people are still waiting to hear from AHS for a supplier for the condenser. AND it's now Friday and the... Read More

A
AHS A  
Official Response

Company Rep of American Home Shield
Hello Heidi, We are sorry to hear about this issues that you are experiencing with your services. We have located your information and will be in contact with you regarding this matter. Thanks
Greg M
7/27/2017
I am a realtor and always recommend my clients have a home warranty. With that in mind, I purchased one from American Home Shield. I have been frustrated with getting through to customer service on the phone. I have used the on-line request, but since I have an on-going problem, I am directed to call. So far, the hottest month of the year. we have had no working air conditioning and no call back (customer service rep promised to update me more than 24 hrs ago). So, not very happy. Will be looking at recommending other companies to recommend and for our renewal.

AHS A  
Official Response

Company Rep of American Home Shield
Greg, We apologize for the wait time that you have experienced. We would like to reach out to you regarding this matter. If you send your information to social@ahslink.com, attention, "Consumers Advocate", we will follow up with you. Thanks
Georgette S
7/27/2017
This company sucks they don't want to cover what needs to be cover even though that the electrian. Said my panel. Needed to be changed ASAP do that put people lifes in danger but they don't Carr would nit recommend. This company to anyone

AHS A  
Official Response

Company Rep of American Home Shield
Hello Georgette, We would like to look into this matter. Please send your information to social@ahslink.com, attention, "Consumers Advocate" and we will be in touch with you regarding this matter. Thanks.
L
Larry
7/27/2017
Had to call multiple time and each time was on hold waiting for the next agent. The shortest time was 52 mins and the longest was 74 mins. I suggested that they allow us to leave a number for a return call so that customers aren't on hold for so long and was told it wasn't an option. Very frustrated with the timeliness of service and lack of respect for my time. They better get their payment on time but feel free to wast all my my time. Ridiculous and inconsiderate.

A
AHS A  
Official Response

Company Rep of American Home Shield
Hello Larry, I apologize for the wait time that you have experienced. If you are still in need of assistance, please send your information to social@ahslink.com, attention "Consumers Advocate" and I will be in contact with you regarding your concerns. Thanks
H
Harmony
7/27/2017
It has been good dealing with AHS, just the beginning was difficult due to them waiting for funding and a lot of issues happening all at once, but they took care of us and we are good to go now. Thank you

A
AHS A  
Official Response

Company Rep of American Home Shield
We strive to please our customers. Thanks, Harmony.
J
Jason L
7/27/2017
So far so good. My only issue at the moment is that there is still a $75 service fee that is 'past due' on my account. This fee was a result of a service call that was transferred to a different vendor because the first vendor that was contacted never contacted me after 3-4 days. I called AHS and had them create another ticket for a different vendor. A few weeks later, I had to have another service call for a different problem, so I logged in to my account online. I wasn't able to initiate the new service call b/c there was a notification about the past due fee blocking the normal button. I was able to call directly and move past that to get the new service initiated over the phone,... Read More

A
AHS A  
Official Response

Company Rep of American Home Shield
Hello Jason, I am sorry to hear about the billing issue. I have located your information in our system and will be in contact with you concerning this issue. Thanks
A
awningman1946
7/27/2017
I have a problem with your vendor collecting the copay from my tenant. Also AHS sent an email saying they were going to take my copay from my credit card! HELP I tried calling but was on hold for 21 minutes the second time, and 10 minutes the first time -- without anyone picking up the phone

A
AHS A  
Official Response

Company Rep of American Home Shield
Hello, If you send your property address and phone number to social@ahslink.com, attention, "Consumers Advocate", we will certainly follow up with you regarding this matter. Thanks.
Patricia R
7/27/2017
What a joke. Even though we have had policy in place for several years they refuse to cover our claim. Didn't even have the decency to tell us, had the plumber call us. Keep your money or go with someone else

AHS A  
Official Response

Company Rep of American Home Shield
Hello Patricia, We would like to look into this situation. If you send your information to social@ahslink.com, attention, "Consumers Advocate" we will follow up with you regarding this matter. Thanks
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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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