About American Home Shield

Based out of Memphis, TN and in business for more than 40 years, American Home Shield provides home protections plans that cover some of the most frequently-occurring system breakdowns in your home. As a sub-company of The ServiceMaster Company—which also includes brands such as Terminix and Merry Maids—American Home Shield claims to cover more than 1.4 million homeowners across 49 states, and features more than 10,000 independent home-service contractors.

The company holds an A+ rating with the Better Business Bureau, even though they have a total of 3,777 closed complaints within the past three years. Despite this rating, customer satisfaction appears to be “acceptable” to “poor,” based on the online reviews we found. The most common complaints appear to be unknowledgeable contractors with poor customer service skills, and multiple calls required in order to remedy a single problem.

American Home Shield Protection Plans, Pricing, & Refund Policy

American Home Shield offers four different protection plans, depending on your needs. Pricing for each plan appears to vary based on your location, so yours may be slightly different than the costs shown below:

  • Systems Plan – $32.00 per month – This plan covers repair/replacement of components within air conditioning/heating, electrical, and plumbing systems, and much more.
  • Appliance Plan – $22.00 per month – This plan covers repair/replacement of components in refrigerators, dishwashers, clothes washers/dryers, and many more household appliances.
  • Combo Plan – $42.00 per month – A combination of the Systems and Appliances plans, this is claimed to save you “an average of $14 per month” compared to purchasing the plans separately.
  • Build Your Own Plan – $36+ per month (depending on chosen coverages) – Pay for only the coverage you need by selecting at least 10 covered items.

You can also further adjust your monthly premium by choosing a different Trade Service Fee, which is the amount you’ll pay each time a repairperson is called to your home. These deductible amounts are $75, $100, and $200.

If you decide to cancel your American Home Shield Protection Plan, you can receive a full refund, less any service or claims fess, within the first 30 days. After the first 30 days have passed, you’ll be eligible for a pro-rated refund.

How American Home Shield Works

After choosing your protection plan and paying your first month’s premium, your 12-month contract will be activated 15 days thereafter. Once this occurs, you can then make a claim for a covered system by contacting American Home Shield via phone or through their website, 24-hours per day, seven days a week.

Protection plans are transferrable, meaning they can cover your new home if you move during the policy period, and are “all risk”—meaning unless something is specifically excluded by the contract, it will likely be covered. For an example contract that includes most exclusions, please click here.

If a covered system breaks down during your policy period, you simply contact American Home Shield by phone or through their website, and speak with a 24/7 service representative, who will then schedule a contractor. Even though a service representative is available at all times, your contractor will only contact you during normal business hours.

Once your scheduled contractor arrives, you’ll be required to pay your Trade Call Service Fee to them directly, which will allow them to begin diagnosing the problem. After this occurs, the contractor will contact American Home Shield to verify that the problem is covered under your plan. Then, once this is confirmed, your contractor will begin repairing or replacing your system.

While the process seems relatively straightforward, and despite the company’s claim to use quality contractors, we came across hundreds of complaints during our research citing that American Home Shield often uses unprofessional (and often unqualified) contractors first. Then, if the problem isn’t addressed satisfactorily, they’ll call in more experienced and professional contractors to complete the job. With this said, there are hundreds of additional consumer complaints which state that their problems remain unresolved after as many as 5-6 service calls—and paying the associated Trade Call Service Fee each time, on top of their monthly premium.

Pros:

  • Several different home protection plans from which to choose, with reasonable monthly pricing.
  • In business since 1971, with more than 1.4 million covered homes.
  • 24/7 customer support to file a claim.
  • Company claims to use only high-quality contractors that consistently maintain strong customer satisfaction rankings.

Cons:

  • Contractors who complete repairs are only available during normal business hours.
  • Have a tendency to send “sketchy” contractors to your home as a first resort, though they also contract with well-established companies like Sears.
  • Many customers have complained that contractors often show up just to collect their fee, and then quickly leave without adequately addressing the problem.

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52 Customer Reviews for American Home Shield

Average Customer Rating: 1.3
Rating Snapshot:
5 star: 3 4 star: 0 3 star: 2 2 star: 0 1 star:  47
Bottom Line: 13% would recommend it to a friend
Showing 1-11 of 52
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  • The absolute worst company on the planet

    • Las Vegas, NV,
    • Jul 24, 2017
    • Verified Reviewer

    I have had the misfortune of signing up with AHS (American Home Shield). They are the most inept and apathetic bunch of tards ever. The customer service reps are cretins and semi literate morons who can barely speak. When you call in for a service appointment, be prepared to wait 30 minutes on hold.

    Also, most important, this sham of a company has only one loser/contractor in an area. So the losers/contractors who do work for AHS are always booked for weeks ahead.

    I could go on for an hour but trust me, don't sign up. You've been warned!

    Bottom Line: No, I would not recommend this to a friend

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  • Consumer beware!

    Consumer beware. They do not value their customers and have some of the worst customer service policies, including 90-minute hold times, constant rerouting of the call, no response to other contact methods, no explanation for what services and coverage details. This company has so many contract loopholes. When they say they cover all components, that is often not the case. Make sure to look at the G1 section of your contract, it allows them to pick and chose what they will cover.

    Bottom Line: No, I would not recommend this to a friend

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  • 4 out 4 people found this review helpful

    Disreputable company

    • Colorado,
    • Jul 21, 2017
    • Verified Reviewer

    They are unresponsive, wait times to speak with a person to even request service is on average an hour. They have minimal contractors on their list even for emergencies, they have no direct contact number once you have had a bad experience and generally do not care if your issue is handled in a timely fashion.

    I had some sort of leak ongoing, and after 1.5 hours on hold to speak with someone, they told me they had hours and hours to even locate a service professional who then had greater than 24 hours to respond. They refused to authorize my hiring of an outside contractor with subsequent reimbursement. The ongoing issue has caused further issues including electrical and drywall that they refuse to cover calling them "secondary damage."

    They told me they do not care if they have bad reviews and offered no apologies or reasonable solutions whatsoever.

    This is the most disreputable company I have ever dealt with. DO NOT use them for any reason!

    Bottom Line: No, I would not recommend this to a friend

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  • 3 out 3 people found this review helpful

    They never take care of their mistakes

    Here we are going into month seven of having a late service fee due from early January. It still hasn't been taken care of like I have been told on numerous occasions by many different associates and supervisors. Why is it so difficult to fix someone's account? I don't think I will renew my contract in October since this company doesn't seem to care about their customers. I have never had such an issue with a company, and this is absolutely ridiculous.

    I will never refer anyone to this company, as a matter of fact, I will tell them to definitely go somewhere else and not even bother looking into this company. I sure hope this company gets its act in gear and do the right thing. How would you feel if this was done to you?

    Bottom Line: No, I would not recommend this to a friend

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  • 3 out 3 people found this review helpful

    Horrible home warranty experience

    • Minnesota,
    • Jul 17, 2017
    • Verified Reviewer

    At first, the AHS (American Home Shield) experience started out good, and we got what we needed in a short amount of time. Our dishwasher was delivered, however, this is where the wheels fell off. If I install the dishwasher, it could invalidate the warranty. But I can't get the local company that AHS contracts with to install the dishwasher in a timely manner. Four phone calls to AHS result in a 25-30 minute hold to talk to someone. I have been very unimpressed with the whole process. We are now into our second week of no dishwasher installed, yet a brand new dishwasher is still sitting in a box. AHS does not seem concerned that they have incredibly long wait times, and their customers are not getting what they paid for.

    Bottom Line: No, I would not recommend this to a friend

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  • 3 out 3 people found this review helpful

    AC Evaporator Claim

    Pushed around from pillar to post and wanted to charge me $80 per pound of freon. Disgusting customer service and I feel that this company is a total scam. Still waiting for a response regarding payment to me for evaporator repair needed!

    Bottom Line: No, I would not recommend this to a friend

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  • 3 out 3 people found this review helpful

    Don't use this company

    • Henderson, NV,
    • Jul 13, 2017
    • Verified Reviewer

    They sent a plumber out who did NO work but charged me $75. He said he would return but NEVER did. He verified just what I said, "Yea, you got a leak." I knew that and paid $75 to have it repaired, but Amerian Home Shield closed the case.

    Bottom Line: No, I would not recommend this to a friend

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  • 4 out 5 people found this review helpful

    34 days without a heat pump in 120-degree heat

    5/22/2017: Notified American Home Warranty our heat pump wasn’t cooling.

    5/23/2017: ARGO came to repair.

    5/23-5/28: Multiple service calls by ARGO. ARGO replaced several parts, each time saying the latest part would correct our cooling problem. We still don’t have cooling. They finally said it was the compressor that was still under warranty. It would take a week to get a new compressor.

    5/31 – 6/13: We went on a previously scheduled vacation. ARGO said they would install the new compressor while we were gone. Once the compressor was installed, they would use the key we left out for them and enter our home to be sure the unit was cooling properly. I called Carla at ARGO to let her know where the key would be located. She said she was too busy to write the information down but would call me the day before they installed the new compressor and get the key location. She did not call.

    6/2/2017: The new compressor was installed. The technician that installed the compressor did not go in the house to be sure the unit was cooling properly.

    6/5/2017: We called ARGO, and they would not return our calls so we called American Home Warranty to see when the new compressor would be installed. We were informed the new compressor was installed on 6/2.

    6/12/2017: Late evening I get a phone message from Carla. She wants to close our contract on our no cooling complaint. I return her call and tell her not to close the contract.

    6/13/2017: 4 AM we arrive home to a house that was over 100 degrees inside. The heat pump is not cooling and was running non-stop. We estimated it had been running for 11 days non-stop because it wasn’t cooling!

    6/14/2017: Shawn checks our unit. He says it is either low on Freon or the compressor is bad. The next morning he returns with more Freon. The unit still does not cool. Shawn says it needs another new compressor.

    6/19/2017: Carla says the new compressor will be in 6/21 and they will install it 6/22 in the morning.

    6/22/2017: ARGO did not call and did not show up for their appointment. I tried numerous times to contact them and left messages. Late afternoon they finally answer their phone and tell us the new delivery date is 6/23 and they will install the compressor 6/24 between 7 and 9 in the morning.

    6/24/2017: ARGO did not call and did not show up for their appointment.

    6/24/2017: (10 AM) I contact American Home Warranty. I explain what has happened and I am told they will contact ARGO and call me back. We did not receive a return call from American Home Warranty.

    6/24/2017: My husband calls American Home Warranty and is told the work order was closed on 6/19/2017, so we could not have gone 34 days without cooling! He is also told that ARGO did not fail to show for two appointments. In other words, they were calling us liars. We had no idea the work order was closed. How could they close the work order without notifying us?

    6/24/2017: I get a second opinion from another air conditioning contractor and find our unit has been turned off and it was trashed. It wouldn’t be cost effective to try to repair it with no compressor there, damaged copper tubing and oil and Freon spilled all over it. We get an estimate to install a new unit because obviously, ARGO is not able to repair our two-year, two-month-old unit.

    6/26/2017: A new unit is installed, and we have cooling for the first time in 36 days!

    7/4/2017: Not only is American Home Warranty charging us the $100 deductible for the service call to repair our heat pump that was never repaired, but today they notify us they are charging us an additional $30 for canceling our warranty with them.

    Bottom Line: No, I would not recommend this to a friend

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  • 5 out 5 people found this review helpful

    Really BAD experience

    Take some advice from someone who was taken advantage of: DO NOT buy a home warranty. Set up your own monthly savings plan for $40 per month. I paid American Home Shield $41 every month for almost a decade, but when the time came to replace my 25-year old central A/C, all they paid for was about $350 for a new coil and "some" of the freon. I paid TWICE for my new A/C unit; once to replace it in my house, and then another $4,000 over ten years to simply improve AHS profits.

    I fought with them for a year. They have an excuse for everything. They were NOT there for me.

    Bottom Line: No, I would not recommend this to a friend

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  • 6 out 6 people found this review helpful

    Used to be happy with them

    I have had this warranty for a little over two years for my property and my rental property. I have had several claims and was always satisfied until now. I submitted a claim that was denied, and I accepted that, but made a complaint about it after I was contacted by email asking me to review my experience. Within a few hours, I received an email telling me that my warranty has been canceled. In other words, if you complain or express your dissatisfaction, they drop you like a hot potato.

    Bottom Line: No, I would not recommend this to a friend

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  • 6 out 6 people found this review helpful

    Unknowledgeable customer service

    On June 26th I contacted AHS who sent S and L Plumbing to my home. I had explained to the AHS customer service person that I had a plumbing problem that showed up as water near my front door near the cut-off valve. I asked if it would be covered because I didn't want to pay a service fee for something that would not be covered. I was told it probably would be covered. Well, the plumber came and told me that if it were a leak, it would not be covered. He also said that the problem was because of the amount of rain we have gotten. That could NOT be the case! I still have the problem and have drained the area a few times only to see it refill! Angry!

    Bottom Line: No, I would not recommend this to a friend

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Showing 1-11 of 52

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