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American Home Shield Review


ConsumersAdvocate.org Rating: 4.7 / 5 (Excellent)
4,138 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 Do We Rate American Home Shield?

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

Our 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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4138 Customer Comments & Reviews

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Caryl C
9/16/2017
i wanted to know why my water softener was removed from my acct. i was told that since i didn't inform you within 30 days it couldn't be added back on. still don't know why it was removed to begin with. i didn't notice the removal until i needed to use the service for my garage door opener. you remove it (what give you the right to remove things from my contract) and i can't reinstate it. HOW RUDE

W
Will N
9/15/2017
I have used AHS for two years now and I have to say I have had nothing less then excellent service for repairs. I appreciate the follow up and the professionalism from the initial contact to the end of service. I own a contracting company and if a client has AHS I know they are in good hands.

M
Middlebrook
9/15/2017
I went online to schedule service when my water heater was leaking, Within 24 hours, I rec'd a return call from the plumbing co; the rep did not ask what problem I was experiencing, she simply provided me with the date and time someone would arrive. The repairman, arrived and was , taken to the leaking water heater and his reply was that his work order did not mention anything about a water heater. He stayed there for 5 minutes, took down some info on the heater and left. I paid 125.00 for a service call to have the repairman leave WITHOUT FIXING ANYTHING.. I've had monthly payments taken out of my account for over 2 years and only used this coverage once prior to this and this is... Read More

S
Sandra Q
9/15/2017
We were unable to get a provider to my home when my air conditioning broke and with the assistance of American Home Shield I was unable to get a provider here to my home they gave me an authorization so I could get it done and everything went quickly I even got my payment back for my reimbursement immediately after I sent the paperwork everything was wonderful thank you

C
Claudia
9/15/2017
I have used AHS several times and they have always been responsive to my service requests in a positive manner. Their response time to service requests are prompt and their communication between the contractor and homeowner is constant. My contract with AHS has been invaluable for me.

A
AHS A  
Official Response

Company Rep of American Home Shield
We really appreciate the feedback, Claudia. Thanks
E
Ezekiel G
9/15/2017
My air conditioner broke down and I called for service and they only had one company they contract to and the first available appointment was a week away and I'm talking about 107-110* degree weather. I had to hire someone privately and pay. I also had to hold for over an hour to be able to speak to a Home Shield Representative. I'm so disappointed.

A
AHS A  
Official Response

Company Rep of American Home Shield
Hello Ezekiel, I am sorry to hear about this matter. If you provide your contact information to us by emailing social@ahslink.com, attention "Consumers Advocate", we will be in contact with you. Thanks
Gregg V
9/15/2017
Swimming pool filter was leaking out of bottom, submitted repair request online, pool repair company came out next day, had to order part, back out four days later and replaced leaking pool filter. Good service as the entire process took less than a week.

AHS A  
Official Response

Company Rep of American Home Shield
We are delighted to read your wonderful feedback, Gregg. Thanks
C
Christina
9/15/2017
Excellent customer service and very fast turnaround time.

A
AHS A  
Official Response

Company Rep of American Home Shield
Thanks for the great feedback, Christina!
T
Tom a
9/15/2017
We joined American Home Shield from a referral by a friend/coworker. My husband is a great DIY at home to save money. However after two hip replacements and a heart attack we had to do something else because ladders should no longer be in the picture. One of our roof ventilators (we installed them ten years ago) went out in the heat of the summer and the contractor sent out by American Home Shield was very professional, kept us well informed of his timeline and the repair/replacement went off without any additional headaches and my husband did not have to climb the ladder!!! Great service, professional, courteous and friendly. So glad we signed on. Thank you, American Home... Read More

A
AHS A  
Official Response

Company Rep of American Home Shield
We are pleased to hear that you are happy with your services. Great feedback Tom and Loretta!
Francis T
9/14/2017
they are at the mercy of their contractors. so if the company they hire is slow or has poor service, you are stuck. most of the contractors are decent. the other thing is that they will try to repair even though it may be better for everyone with a replacement.

AHS A  
Official Response

Company Rep of American Home Shield
Hello Francis, We appreciate your feedback. If you need assistance regarding your service please send your information to social@ahslink.com, attention, "Consumers Advocate", and we will be in contact with you. Thanks
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