American Home Shield Review UPDATED Sep 2019

8.8Our Rating
9.0User Rating
  • Different service fee tiers
  • Build-your-own plan
  • Award-winning home warranty company
  • Works in all 50 US states
American Home Shield HomePage

Coverage

American Home Shield is one of the largest home warranty providers on the market, with one of the biggest customer bases and coverage plans in the US. Their plans are affordable and there’s a fit for every budget in their range of offers.

When it comes to coverage plans, American Home Shield has four options for you to choose from.

The Systems Plan includes, as its name suggests, home systems and their components, such as air conditioning (ductwork included), heating (ductwork included), electrical, plumbing, water heaters, garbage disposal, central vacuums, instant hot and cold water dispensers, smoke detectors, doorbells, and ceiling fans.

The Appliances Plan includes appliances found in most household, such as clothes washer and dryer, dishwasher, range/oven/cooktop, built-in microwave oven, refrigerator, free-standing ice maker, trash compactor, built-in food processor, and garage door opener.

The third option is a plan called Combo, which combines both the Systems and the Appliances plan. Combo is the company’s best-selling plan.

The fourth plan is called “Build Your Own” and, again, it’s pretty self-explanatory. You can decide which systems and appliances you want to cover with your home warranty contract and the price of the plan will depend on that. Bear in mind that you have to pick at least ten appliances and home systems.

American Home Shield also offers additional coverage for systems and appliances such as your pool and/or spa, septic pumping, and well pump.

American Home Shield also offers three real estate home warranty packages, designed to protect major appliances and systems after real estate transactions. Basically, they are used to increase the value of a property. The plans are Shield Essential, which includes the systems that homeowners usually report as the most important, Shield Plus, which covers everything Shield Essential does, plus many of the most common appliances, and Shield Complete, which combines the two previous plans.

Terms and Conditions

The AHS has not made its home warranty terms and conditions public. Instead, customers come into contact with those that will apply to their plan only when they are presented with a contract and you are strongly advised to read them carefully before signing.

They do have an FAQ page on their website where you can download a page of a sample contract with the terms and conditions listed, along with a detailed list of everything that can be covered by a home warranty.

Like we said, before you consider signing the contract with American Home Shield (or any other home warranty company, for that matter), it is highly recommended you read the exact terms and conditions of the warranty. This is because no company will ever cover every single system or appliance in your home, so you better make sure what’s in and what’s not. Second, even if an appliance or a system is included in the coverage, it doesn’t automatically mean your claim will be accepted. This is because AHS doesn’t unconditionally accept claims for systems and appliances and applies certain rules.

The sample contract provided on their website states that the coverage will include commercial-grade appliances that are meant for use in a residential setting, as well as malfunctions resulting to certain conditions that occurred prior to the contract term, such as insufficient maintenance. This is not something that all home warranty companies include in their coverage, as most of them will deny your claim the moment they establish the malfunction was caused by misuse or a pre-existing condition.

On the other hand, if you have appliances or systems that are already covered by the manufacturer, builder, distributor or extended warranty, those will not be included in the AHS home warranty coverage.

Finally, AHS only covers systems and appliances in residential property (it doesn’t matter whether you own or rent) and it is not meant for commercial property or businesses.

In addition to the sample contract, AHS also offers a very detailed list of appliances and systems they cover, as well as their particular parts and elements. For example, while a water heater is included in the coverage, some of its parts, such as auxiliary tanks and energy conservation units, will not be covered. If the malfunction is related to those parts, your claim will be denied, even though the water heater, as a whole, is clearly included in the coverage.

As for the trade service home fee, there isn’t a single fee applicable to all cases. Therefore, in addition to four different plans, American Home Shield offers three service fee rates: $75, $100, and $125. When you sign up for a contract, you can choose both the coverage plan and the service fee that best works for you.

Customer Service

Being able to make a simple phone call and have your malfunctioning appliance or system fixed in no time is the whole point of having a home warranty in the first place. American Home Shield is a company that understands this very well, which is why they made sure their customer service is available around the clock, all year round. If something breaks down and if it is covered in your home warranty contract, all you have to do is make a phone call using a number available on the AHS website or submit a quick service request, also via the company website. Every customer with a signed contract is asked to create a user account so that they can reach customer service quickly and easily in just one or two clicks. The repair requests are generally processed very quickly, although the exact timing might depend on your location and the availability of contractors (repairmen) in your particular area.

Unfortunately, American Home Shield does not allow their clients to pick the contractor they want to use. This is standard in the home warranty business, but needs to be said anyway.

Contractors

As one of the nation’s largest home warranty providers, American Home Shield boasts an impressive network of over 11,000 independent service contractors and 45,000 service technicians. They have all been screened and reviewed, both by the company and through customer feedback. The company runs a dispatch system that connects you with the nearest contractor to assure the shortest response times. The customer service centers are open 24/7 and in most cases, the contractor reaches the customer within 24 hours from the time the claim was made.

American Home Shield has contractors in all 50 USA states. In some areas, there are more contractors than in others, so the response time might depend on your location, although American Home Shield maintains that 98% of the claims are dispatched within 24 hours.

Pros & Cons

Pros:

  • Flexible service fee plans
  • Covers some pre-existing conditions
  • Large contractor network
  • Long track record

Cons:

  • Expensive service fees

 

User Reviews

  • Submitted By kewing@texfp.com
  • Company: American Home Shield

    Customer service is in the Phillipines. Hard to understand what they are saying. AHS is always trying to get out of fixing things.  My service fee is 125, but I needed a new compressor in my a/c and it cost me over $400.00.
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  • Submitted By Gayle Patrick
  • Company: American Home Shield

    They have the same limitations or items that any other warranty company would have. My issue with them regards pricing. I have been with them for over 18 years and each year my pricing kept significantly increasing. Most of the items in my home are new(personally paid for upgrades) New appliances and completely new AC unit that I paid for out of my own pocket(wanted a bigger unit) They are at least $200 more annually than industry standard and protect/exclude the same items. No loyalty program for 18 year customer. Not even a one time $50 bone, $75 service fee waiver or renewal fee discount. I said goodbye after almost 2 decades. They dont care about existing customers and are so big do not care if they cancel. Poor customer appreciation!
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  • Submitted By Galethea
  • Company: American Home Shield

    This company has been exceptional when I needed immediate assistance/repairs. I recommend them highly.
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  • Submitted By Arlene
  • Company: American Home Shield

    Response time is not good and the service team that came out to fix plumbing issue did not fix the issue until 3 visits to the house. This was after we called twice to get someone that know plumbing work. When the tech is asking you how to shut the water off, not a good question from a plumber.

    To renew our policy, they went up over $100 on the same policy. No renewal from us.

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  • Submitted By Jeremy Nelson
  • Company: American Home Shield

    I’m actually quite happy with my AHS contract. In fact, this is the third year I’ve been extending it. So far I have made 4 claims, most of which were minor breakdowns that were still too expensive to repair or replace on my own, such as some electric work in the basement, garage door, and so on. Only one of my claims (for my dishwasher) was denied on the grounds of a pre-existing condition, which was weird since I know how to take care of my appliances and the dishwasher was almost brand new, but everything else was fixed relatively quickly.
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  • Submitted By Dianne Hart
  • Company: American Home Shield

    I hated the repairman they sent. He was obnoxiously rude and condescending and you could just tell he was trying to figure out the way out of the claim.
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  • Submitted By Boyd Howard
  • Company: American Home Shield

    I wonder whether getting home warranty through AHS was a good call since I only called them once during almost a full year of contract term and they couldn’t help me with my heating problem, said it was not covered by the contract for some reason I couldn’t quite grasp, so I kind of felt like they were trying to play me. The service was pretty fast though and they did dispatch a contractor in less than 12 hours after I submitted my request, I definitely have to give them that. I’m just not sure if it’s worth the money.
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  • Submitted By Magdalena Jimenez
  • Company: American Home Shield

    My husband insisted we got home warranty for our second home in upstate New York. We got all these new appliances and he said if something broke down, we would be covered. Some ten months after we got the contract, I thought it was a waste of money but then all of a sudden things started breaking down on us, it was really weird. So in the end, it turned out it was a good idea to get home warranty, even though we did get denied a few times in the end, for example for our AC and later also for our oven. The service was so-so. Sometimes it takes them a while to find a technician and sometimes it all gets sorted out in a day or two. We got two different contractors, one of which was great and very nice, and the other one we didn’t care for that much.
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  • Submitted By Rich Kwan
  • Company: American Home Shield

    I am honestly not sure if I could recommend American Home Shield to anyone in good conscience. I mean, if you have old appliances and live in an old place, it may work for you. For me, it was a huge waste of money since I only requested a repair once and even then it was not covered by my contract. So I’m kind of wondering, what’s the point?
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  • Submitted By Jarmichael Washington
  • Company: American Home Shield

    Both times I called in to request a repair I was pleasantly surprised by the professionalism of the folks working for AHS. I’ve heard some bad things about them but personally for me they were great. The lady I spoke to was very nice and she sent a repairman over right away, within a day. The contractor (it was a same guy both times) was nice and helpful and he gave me some tips on how to maintain my appliances and how to clean my gutters and so on. As for the repairs, one of them was fixed instantly (microwave) and for the other one, which was a part of my electrical wiring, they took forever to find the right part.
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  • Submitted By CJ Abrams
  • Company: American Home Shield

    It would be nice of American Home Shield to actually start hiring contractors that know what the h*** they are doing. Honestly it feels like half the time these people don’t even know what kind of appliance they’re trying to repair! It’s a dishwasher man!! It’s not rocket science!
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  • Submitted By Nick Hudson
  • Company: American Home Shield

    My overall experience with American Home Shield is, well, neither here nor there. The service is good, efficient, timely and reliable, the staff is polite and so are the technicians, and they are usually very knowledgeable too. However, I have some issues with the way these people (I mean the company, not sure how implicated the contractors are) interpret the contract and especially the coverage. I mean, they deny so many claims. I know this because a lot of families in my neighborhood use the same home warranty company. It’s like in more than half the cases you will simply be denied a repair, no matter what. I did read the contract very carefully but it’s all just a bunch of legal terms that I cannot understand or interpret without hiring a lawyer, which would cost me even more money. I’m seriously thinking about learning how to fix stuff myself.
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  • Submitted By Leslie Hall
  • Company: American Home Shield

    AHS is a solid company with solid service and very good contractors who know their job well and are also (generally) great when it comes to how you treat a customer.
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  • Submitted By Peyton Perkins
  • Company: American Home Shield

    Overall, American Home Shield is a decent company that like so many in this line of business tries to cut as many corners as they can. As long as you remember this and read the fine print, getting a home warranty from them can actually be worth your while.
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  • Submitted By Sally Kirkwood
  • Company: American Home Shield

    I had a one-year contract with American Home Shield and when the tem ended, I decided not to renew it. I have two solid reasons for this decision. First of all, this company is sloppy. They are slow, it takes them a very long time to send someone to check out your problem, and their contractors don’t always do a very good job, even with some simple everyday appliances you can find in any home. Second, I am not saying they are purposely trying to trick anyone, but they deny way more claims than the repairs they actually do. You have to be super-lucky to have an appliance breakdown that falls in their narrow range of things they include in their coverage.
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  • Submitted By Ron Driver
  • Company: American Home Shield

    I am a satisfied customer of the American Home Shield with one small complaint. I have recently noticed that most other home warranty companies have lower trade service fees. Here, the cheapest one is $75. I believe this company would start receiving much more appreciation from their existing clients if they lowered the fee just a little bit, at least to the point where it would match the industry standard.
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American Home Shield Review
Updated : 2019-09-11
Rating : 8.8/10

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