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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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Lute K
8/26/2017
I recently called to get a clarification on why a faucet was installed in my house. I had previously talked to an AHS agent about just taking the payout and not approve installation by the plumber. She assured me that she would deny the plumber's request for a new faucet. I get home and there is a new faucet and a bill for $39 on top of the $75 deductible. So that is when I called AHS to get an explanation. The customer Rep was rude and unprofessional. Her comment of " Its common sense that you should have called the plumber and talk to him yourself if you don't want the faucet installed" set me off. She essentially blamed everything on me. I never once gave the plumber authorization the... Read More

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AHS A  
Official Response

Company Rep of American Home Shield
Hello Lute, I am sorry to hear about the issue that you have made us aware of. If you provide your contact information to us by emailing social@ahslink.com, attention, "Consumers Advocate", we will be in contact with you regarding this matter. Thanks
N
Norcresta
8/26/2017
Always helpful and gets someone out quickly

A
AHS A  
Official Response

Company Rep of American Home Shield
We appreciate the wonderful feedback, Norcresta.
S
steve f
8/26/2017
Had a Piedmont Mechan come out while we were not at home.Gave them access to my home and haven't gotten any information from them nor is my AC working.Called to get information and here it is day-10 they have not called us back.

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AHS A  
Official Response

Company Rep of American Home Shield
Hello Steve, Please provide your contact information to us at social@ahslink.com, attention, "Consumers Advocate", and we will be in contact with you regarding this matter. Thanks
Lafawn A
8/25/2017
Rep was friendly & professional. Completed task in a timely manner.

AHS A  
Official Response

Company Rep of American Home Shield
Thanks for the great feedback, Lafawn.
Janet M
8/25/2017
Not satisfied at all with AC service from Total Air Care. No one would answe phone with AHS. I want to cancel this policy.

AHS A  
Official Response

Company Rep of American Home Shield
Hello Janet, I am sorry to hear about this issue. If you can provide your contact information to us by emailing social@ahslink.com, attention, "Consumers Advocate", we will be in contact with you. Thanks
C
Cknerr26
8/25/2017
I loved this company when I first got it, it has gone downhill

A
AHS A  
Official Response

Company Rep of American Home Shield
Hello, We strive to provide excellent service for our customers, and regret the experience that you have had, if you can provide your contract number or property address and phone number by emailing social@ahslink.com, attention, "Consumers Advocate", we will be in touch with your regarding your concerns. Thanks
Kelly C
8/25/2017
I have not been disappointed with any service I have received. Technicians are professionals and friendly. Turn around time for repairs are fast if repairs are not done immediately. I recommend everyone get a home warranty from AHS.

AHS A  
Official Response

Company Rep of American Home Shield
Thanks for the great feedback Kelly!
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William W
8/25/2017
I have not had a problem yet, I am glad that I am able to cancel any appointment and able to have a home warranty to cover higher cost on my home.

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AHS A  
Official Response

Company Rep of American Home Shield
Great feedback, William. Thanks
C
Chad.baransky
8/25/2017
After filing a service request for an AC outage and explaining that there is an infant in the house, they said they would escalate the issue and someone would come out in 24 hours. Their vender called and they said the first available is not until 3 days later. Vender also stated that they never escalated the issue. Be ready for a 30-45 minute wait when you call in to their phone line. After escalating to a manager for their mistake, they state that they can only get someone out there tomorrow, and it's now been 3 days with no ac in Florida. Their venders that they use push you behind any normal paying customers. Still waiting for a next level manager call back to file a complaint with the... Read More

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AHS A  
Official Response

Company Rep of American Home Shield
Hello Chad, My apologies for the hold time and the inconvenience that you have experienced. If you can provide your contact information to us by emailing social@ahslink.com, attention, "Consumers Advocate", we will be in contact with you regarding this matter. Thanks
Victoria H
8/25/2017
I'm with AHS for 10 years, and I like it. There is no headache if something is broken: you know the price, you know that the specialists are certified and insured; the repair man reports to two companies - it takes overpricing off the table in most cases. Don't expect miracles though, your old AC unit, for example, will not be replaced easily, it will be repaired to the end. But, when I finely decided to replace mine, I was able to save total of $1200 on installation anyway. Don't forget to rate companies that make repairs in your house, I've noticed, that AHS sets next appointment with different company, if you didn't like the previous one. I do recommend AHS to my friends.

AHS A  
Official Response

Company Rep of American Home Shield
Victoria, We appreciate you taking the time to share your feedback with us. We aim to provide the best service for our customers. 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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