Are you thinking about purchasing a home warranty in 2018 but not sure which company to choose? Have you seen the American Home Shield commercial, but still not sure if this is the right company for you? The best way to make an informed decision is to read the company review at ReviewHomeWarranties.com and see what other customers have to say. This American Home Shield review describes the most important facts about the company’s operation, including AHS warranty terms and conditions, contract coverage, and summarized consumer reports.

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American Home Shield Reviews by Our Readers
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Covered States
Ratings
Trustworthiness:
Plans and Coverage:
Feedback:
The Fine Print:
Promotions:
Editor Rating:
Reader Rating:
Covered Appliances and Systems
Facts and Figures
B
BBB Rating
24/7
Hours
?
Cancellation
$420 - $720
Premium
$75 - $125
Deductible
$3000
Limits
Pros And Cons
BBB rating is B
BBB accredited
High Google rating
Available in 50 states

Low Yelp rating
Limited selection of optional coverage items
Clients found terms and conditions tricky
Higher chance of claim denial
Not available through RHW

Our Top-Rated AHS Alternatives

 Almost-Nationwide Service

 1,500/2,000 Client Reviews Online Are Positive

 Clearest Terms and Conditions

Best Gold Plan ("Platinum Care") Select Home Warranty Review

Clients from:  

 Virginia, Arizona, Arkansas, Colorado, Florida, Georgia, Illinois, Indiana, Maryland, Michigan, Minnesota, Missouri, Ohio, Pennsylvania, Tennessee, Texas, Utah, District of Columbia + 28 More States
More Than 10 Years on the Market

Most Comprehensive Plans

Customer Satisfaction Award

Cheapest and Best Basic Plan ($34) Choice Home Warranty Review

Clients from:  

 Virginia, Arizona, Arkansas, Colorado, Florida, Georgia, Illinois, Indiana, Maryland, Michigan, Minnesota, Missouri, Nevada, Ohio, Pennsylvania, Tennessee, Texas, Utah, District of Columbia + 30 More States
 Customer Service Available 24/7

 BBB rating A-

 Comprehensive Coverage Plans

  Total Home Protection Review

Clients from:  

 Virginia, Arizona, Arkansas, California, Colorado, Florida, Georgia, Illinois, Maryland, Michigan, Minnesota, Missouri, Ohio, Pennsylvania, Tennessee, Texas, Utah, District of Columbia + 16 More States

The Editor’s Words

American Home Shield is one of the biggest and oldest companies on the home warranty market. It was established in 1971 in Memphis, Tennessee. Today, AHS home warranty serves millions of customers all over the country and keeps enrolling new clients, aggressively advertising online and on TV.

American Home Shield reviews on consumer reporting sites are mixed. The company has low Yelp ratings, but high Google Reviews ratings. It is accredited by Better Business Bureau. American Home Shield BBB  rating is B.

AHS home warranty offers a variety of coverage plans with a limited selection of add-on items. Premium amounts vary and depend on the deductibles known as the “service call fee.” Customers who choose the lower premiums will have to pay higher service call fees, and vice versa.

Trustworthiness

One of the first companies on the home warranty market, American Home Shield has been in business for almost 50 years now. It proudly serves the customers in most states, including Texas, California, Minnesota, South Dakota, Arizona, Iowa, Virginia, Georgia, and Florida, with the only exception being Arkansas.

American Home Shield has two sister companies, Landmark Home Warranty, and Home Security of America, that serve customers in a limited number of states. In case of any disputes that cannot be resolved internally, customers of all three home warranty companies may file a complaint with the American Arbitration Association.

Accessibility

How to contact
Main page >> contact-us
Online chat
No
Social media

Getting a free quote from AHS warranty is easy. Extraverts can get it by phone, and for the introverts, there is an online contact form on the American Home Shield website at ahs.com. Unfortunately, online chat is not available, but the company is widely presented in social networks including Facebook, Pinterest, and Google+.

Benchmarks American Home Shield Other companies

Company size
1,600
0 19,750
Annual revenue
$101,240,000
0 $545,572,500
Number of homeowners
1,500,000
0 6,050,000
Number of BBB complaints closed within last 3 years
9,326
0 14,950
Traffic
1,120,000
0 14,209,800
Number of independent contractors
11,000
0 44,000

Reputation

BBB accreditation
B (Accredited)
Awards
2014-2015 Women`s Choice Award, 2014 Home Warranty Awards Best in Service Award

Coverage

American Home Shield offers the following plans: Systems Plan, Appliance Plan, Combo Plan, and Build Your Own Plan. The pricing is tricky and depends on how much you want to spend per month vs. per service call. The more you pay per month, the cheaper the service call is for you, and vice versa.

The Systems Plan includes replacement or repair of the components of all major home systems but not any household appliances.

The Appliance Plan, on the contrary, includes appliances but not any systems, such as plumbing, a/c and heating, electrical wires, and ceiling fans.

The Combo Plan is the most popular one. It includes everything in the Systems and Appliance plans and saves you $14 a month over purchasing the two plans separately.

The Build Your Own Plan allows homeowners to include only those items that they would like to cover. This is the most convenient and the most expensive plan available with American Home Shield.

Summary of plans and coverage:

Coverage Term
Service Call Fee
ItemsLimit Systems Plan Combo Plan Appliance PlanOptional Coverage
Premium Amount - $34.99 $38.99 $45.99 $44.99 $49.99 $59.99 $34.99 $38.99 $45.99 $30.00 - $215.88
Service Call Fee - $125.00 $100.00 $75.00 $125.00 $100.00 $75.00 $125.00 $100.00 $75.00 -
Term, Month - 1 1 1 1 1 1 1 1 1 12
Coverage$1,500.00 - $3,000.00

The main points of American Home Shield coverage for all home systems and appliances that can be included in the contract are summarized in the table above.

Air Conditioning

American Home Shield has strict dollar limits for home system repairs. For air conditioning systems, all inside units are covered up to $1,500, and ductwork is covered up to $1,000. For refrigerant replacement, the charge is $10 per pound. All outside or underground components and legally mandated diagnostic tests are not covered.

Heating System

For heating and ductwork, all units are covered by the AHS home warranty except outside pipes, pumps, and components, as well as fuel storage, portable units, fireplaces, wood, pellet or grain heating units, and legally mandated diagnostics. Coverage may also be limited by your specific contract. The charge for refrigerant replacement will again be $10 per pound.

Electrical System

American Home Shield coverage for electrical parts includes all wires, lights, and fans. However, any audio or video gadgets, phones, cable, alarms, security systems, and such, are not included.

Plumbing System

Plumbing is only covered by the AHS warranty up to $1,000, and that includes diagnostics, repair, and replacement of any parts. The customer is responsible for any expenses above this limit, and for any parts and works listed in the Not Covered column of the table above.

For water heaters, only tankless units and circulating pumps are covered. No auxiliary fuel storage tanks and no energy conservation units are covered. If your water heater makes a noise, fixing that is not covered either.

Home Appliances

All components and parts are covered for most home appliances, including garbage disposals, instant water dispensers, smoke detectors, ceiling fans, and doorbells if they are not the part of the intercom systems. However, for the refrigerators, AHS home warranty will only pay up to $5,000 per dual compressor refrigerator. That includes access, diagnosis, and repair or replacement. Freestanding freezers, wine chillers, and multimedia centers are not covered.

 

The Fine Print

Item
Value
Comparison to Industry
Coverage effective after
Unknown days
n/a
Cancellation with refund within
30 days
At industry maximum
Cancellation fee
$Unknown
n/a
Automatic policy renewal
Yes
As 95.1% of industry
Time to cancel automatic renewal
Unknown days
n/a
Fee for contract transfer
$0.00
At industry minimum
Max time to submit claim
1 days
At industry minimum
Repair timeframe
2 business days
At industry maximum
Repair timeframe (weekends and holidays)
Unknown days
n/a
Free second opinion
If different
As 36.4% of industry
Emergency service available
Yes
As 86.8% of industry
Hours for service calls
24/7
As 89.2% of industry
Reservice if repairs fail
Unknown
n/a
Free reservice period (parts)
Unknown days
n/a
Free reservice period (labor)
Unknown days
n/a

We have carefully read all of the terms and conditions of the American Home Shield warranty, including the fine print, and summarized the main points in the table above. Overall, policy information was easy to find, except for the dollar limits, and it was written in such a way that any average client would able to easily understand the terms and conditions. Most of the terms were not tricky. However, any information on pre-inspection or re-service was not available. As for the waiting time mentioned in the contract, customers should keep in mind that it will take up to 48 hours to get a call from the service company, not the service itself.  

Please note that the AHS warranty will be renewed automatically unless canceled within 30 days of the contract’s expiration date. The cancellation fee was not specified in the company’s terms and conditions.

Customer Reviews and Feedback

Quotes from actual customer reviews:

Even though the dryer was working, it was making a huge noise so I filed a claim with American Home Shield and the contractors came and fixed it. They were very polite with speaking and doing things that they had to do and I had no problem at all.

ConsumerAffairs, New Orleans, Louisiana March 13, 2018

I'll give them 2 stars because eventually my problem got addressed. Subtracted 3 stars because: - it took 2 months and 4 visits from plumbers to replace my toilet - I was lied to, repeatedly, by the people who answer the phone at AHS. They fabricated statements from the plumber, and my problem was only addressed after I got someone from Authorizations to conference call with the actual plumber who stated what the problem was and refuted what was put on record previously.

Google Reviews, April 5, 2018

Summary of ratings from popular review sites:

American Home Shield Industry Average

Website

Numbers of Reviews

Relative Score

Adjusted Score

Yelp
2
102
1.0
1.5
1.5
Pissed Consumer
970
160
1.4
1.4
2.7
BBB
1436
187
2.8
3.5
2.2
Google Reviews
3207
290
4.4
2.7
0.0
YSCAM
34
13
1.0
1.0
2.4
Viewpoints
50
50
1.3
1.3
2.4
Complaints List
23
12
1.2
1.1
2.6
Site Jabber
35
11
3.6
2.1
4.4
Active Rain
14
18
4.1
4.2
2.4
ConsumerAffairs
5642
749
4.0
3.2
3.0

Summary Rating
2.5
2.2
2.4

Types of repairs performed according to customer feedback:

Plumbing Heating System Toilet Refrigerator Air conditioner Washer Dishwasher Microwave Dryer Sprinkler

Main takeaway points from customer feedback:

American Home Shield Industry Average
Good work
11%
13%
Professional contractor
9%
7%
Good communication
2%
5%
Money offer
4%
4%
Fast work
2%
3%
Act of good faith
0%
0%
Communication problems
11%
16%
Repair delay
22%
15%
Claim denial
11%
14%
Unprofessional contractor
9%
7%
Tricky terms
4%
7%
Unexpected costs
11%
6%
Payment delay
4%
3%

American Home Shield reviews were collected from ten consumer reporting sites. Overall, there were more than 10,000 reviews. The most reviews were published on the ConsumerAffairs website, where the AHS warranty was rated as four out of five stars, and the highest rating was on Google Reviews at 4.4 stars out of five. On other consumer reporting sites, the AHS ratings ranged from one to 4.1. Of the reviews that reported negative experiences, the major concerns were a slow reaction to filed claims, poor customer support, and complaints about contractor services.

Upon analyzing AHS reviews in terms of user-friendliness, it was found that there were problems with getting in touch with an operator without going through the recording first. Some users had to make additional phone calls to get authorization for the services, and the company was slow to react to emergency complaints. The contract states that services will be initiated under normal circumstances within 48 hours after the service request has been made, but many customers complain that it takes much longer than that.

Overall, while the company tries to provide good quality services to its customers, there can be some obstacles and limitations in using the company's policy.

The Final Words

The Final Words: Is American Home Shield Good?

American Home Shield is one of the oldest home warranty companies on the market. It honors new contracts and provides services to customers from all over the USA, except for Arkansas. The company claims to address any issues covered by the contract within 48 hours. However, it does not always hold up to its word.

There are several types of American Home Shield plans, and customers may choose to select coverage for either the home systems, appliances, or a combination plan. Customized plans that only cover items selected by the customer are also available.

The cost for American Home Shield, like with any home warranty company, consists of two parts: a premium and a deductible. Customers can choose whether they prefer higher premiums and lower deductibles, or vice versa.

You can get a free quote by phone, mail, or online. If after reading this American Home Shield review you are not satisfied with the company for any reason,  we can offer you several alternatives at the top of this page. 

 

Ratings
Trustworthiness:
Plans and Coverage:
Feedback:
The Fine Print:
Promotions:
Editor Rating:
Reader Rating: