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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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Patricia F
8/27/2017
August 27, 2017 I've never been more frustrated and disgusted with the service received from the tech sent by AHS for my upstairs AC repair. While charging me $75 per pound for 6 pounds of freon/coolant (per my contract AHS only covers $10 per pound) and $75 service charge (invoice totaled $465). They have unsuccessfully attempted to fix the AC 3 times. Consequently, AHS sent out a different company and this problem appeared to be fixed in one visit. However, in about 6 days there was no AC again in the midst of a formidable heatwave of triple digit proportions. So I am at the moment waiting on the 5th repair attempt and once again int the middle of 100 and above temperatures. All... Read More

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AHS A  
Official Response

Company Rep of American Home Shield
Hello Patricia, We would like to reach out to you regarding this matter. If you can provide us with your contact information by emailing social@ahslink.com, attention, "Consumers Advocate", we will be in contact with you regarding this matter. Thanks
D
Denise K
8/27/2017
I love having AHS warranty because I can ask for companies I trust. In the last 6wks I've had awful plumbing issues translated to "nightmare plumbing from hail" old plumbing pipes giving out due to old age and wear and tear. My go to plumbing company Parker Plumbing was jonnie on the spot each and every trip! First was the sewage system which is located where..? under my beloved back screened porch! Parker Plumbing owner Tim came over gauged the problem(s) and had his son Nate and employee Ron here the next morning with Tim calling me for a heads up they're on the way. They had to cut through floor boards and pull up plywood in 90degree weather but they got it done that same day all the... Read More

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AHS A  
Official Response

Company Rep of American Home Shield
Hello Denise, Thanks for sharing your service experience with us. We are happy to hear that this matter was resolved to your satisfaction. Thanks for the feedback.
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Eileen p
8/27/2017
We have always lived in older homes. %American %Home, % Shield has been excellent at resolving problems that we've had -- primarily plumbing and electrical. The service providers are efficient and friendly.

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AHS A  
Official Response

Company Rep of American Home Shield
Wonderful! Thanks for the great feedback, Eileen.
M
Mark H
8/27/2017
Extremely easy to schedule service! The technician who came to our home was very professional and did a wonderful job. He was also here within 24 hours! I am very pleased!

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AHS A  
Official Response

Company Rep of American Home Shield
Excellent feedback, Mark. Thanks
L
Linda W
8/27/2017
Don't use the company !!!! I was charged 125 dollars for no service -

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AHS A  
Official Response

Company Rep of American Home Shield
Hi Linda, If you can provide us with your contact information by emailing us at social@ahslink.com, attention, "Consumers Advocate", we will be in touch with you regarding your concerns. Thanks
A
Augusto J
8/27/2017
Great Service, great Company!

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AHS A  
Official Response

Company Rep of American Home Shield
Great feedback Augusto! Thanks
Sharon B
8/27/2017
Every time I had an issue with an appliance AHS responded quickly and selected reputable contracts to assist me. Replacement or repair was handled expeditiously. Great company!

AHS A  
Official Response

Company Rep of American Home Shield
Great feedback Sharon, Thanks
B
Brian C
8/27/2017
We have used our home warranty 3 times now. The companies that get sent out are hit or miss. The 2 plumbers that have been out to our home have been great but the A/C company was terrible. I think they should do a little more background into a company before allowing them to service their clients.

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AHS A  
Official Response

Company Rep of American Home Shield
Thank you for providing feedback about your services, Brian. We apprecitate the oppourtunity to improve our customer experience.
J
Jim T
8/27/2017
Can't believe the plumber can't work in apartment below to look at the problem even after the ceiling was exposed. It took 3 trips to get the answer.

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AHS A  
Official Response

Company Rep of American Home Shield
Hello Jim, We would like to look into this matter. If you can provide your contact information to us by emailing us at social@ahslink.com, attention, "Consumers Advocate", we will be in touch with you regarding this matter. Thanks
H
Harold P
8/27/2017
Referred my son to AHS. They are ok on minor problems but will find a way to deny big claims such as hot water heater. Their service people are rewarded if they deny a claim. Read their contract. Basicly it says they will fix your problem if they choose to; otherwise it will be denied and there is nothing you can do about it. Their exclusions are bigger than inclusions by far. Stay away from this company. My son at their direction replaced hot water heater and then they refused to pay for the cost. Really bad company. BEWARE!!!

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AHS A  
Official Response

Company Rep of American Home Shield
Hello Harold, All feedback is important to us and we would like to reach out to you regarding your concerns. If you provide your contact information to us by emailing social@ahslink.com, attention, "Consumers Advocate", we will be in touch with you. 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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