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.

Read 467 American Home Shield Customer Reviews and Complaints

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Average Customer Rating: 1.1
Rating Snapshot:
5 star: 8 4 star: 1 3 star: 6 2 star: 13 1 star:  439
Bottom Line: 3% would recommend it to a friend
Showing 1-11 of 467
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  • Flat out fraud

    • By Jeff B.,
    • Mechanicsburg, PA,
    • Mar 30, 2020
    • Verified Reviewer

    Cracked toilet - went online to file a claim. They have you check boxes to get to the problem, and verify that it would be a covered claim. There was even a check box specifically for "cracked toilet". They charge $75 upfront for the service call.

    Guy came out, took a photo, called back to American Home Shield, came back in and said not covered. Told me they won't cover it until it's leaking, and advised that I have it repaired right away because it's about to fail and will cause water damage. And AHS does not cover water damage to your property. AHS calls me, tells me the plumber said it doesn't need fixing (lie, he told me it's urgent to get fixed), and said they do not cover cracked toilets anyway. Even though there's a check box for cracked toilets.

    If I was trying to concoct a tale of fraud, I couldn't do a better job than what actually played out with the fraudulent, immoral, and fake home warranty known as American Home Shield.

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


  • BEWARE OF THIS COMPANY

    • By Garry P.,
    • Augusta, GA,
    • Mar 20, 2020
    • Verified Reviewer

    After paying this company for years and finally using them for a service, I now realize that they are a bunch of scam artists. I opened a claim for my hot water heater and they sent out a plumber to assess. The plumber said that the damage to my heater was due to high water pressure, which voided service through AHS. I ultimately had to pay more than $500 out of pocket to fix my water heater and to install a PRV. However, for about three months after that, I’ve had so little water pressure in my house that I couldn’t have to faucets running at the same time. I finally called AHS again when I start my sprinkler system for the first time since they installed this PRV and realized that there wasn’t enough water pressure to make one sprinkler head work.

    It took over three hours until I got a customer representative to help me, after two substandard customer reps hung up in my face, and one customer rep putting me on hold for about 30 mins. To make things worse, these reps went into my AHS account and changed my phone number, address, and email so that when I attempted to call through the AHS automated service, the service was unable to find my contract when I used my phone number and zip code for authentication. I had to go into my account twice and fix my personal information before the automated service could associate my personal information with my contract because these no good reps were deliberately changing it so I couldn’t use the telephonic service.

    It turned out that I already had a PRV on my system (at the main water valve) and my original water pressure was correct at 80 psi. When I asked AHS if they’d reimburse me for this screw-up, they said NO, and that I’d have to contact the plumbing service myself. When I began telling another rep how this was unfair and that I wanted to talk to her supervisor, she also hung up on me (third time). I closed my account with these scumbags and is now giving Choice Warranty a try. BEWARE OF AMERICAN HOME SHIELD!

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


  • Customer service

    • By Jeannette H.,
    • Bedford, VA,
    • Mar 20, 2020
    • Verified Reviewer

    After 5 years of the monthly payment being increased, I never had a claim, I looked around for another company and found one. I contacted AHS to cancel my policy. I received the cancellation notice and was assured that I would not be billed any further. I was billed the next month. I contacted the company by phone and was told that it was a mistake and they would take care of it and call me back. Surprise, no call and no refund. I don't know what would have happened had I needed them.

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


  • American Home Shield is a rip off

    • By Samuel H.,
    • Pittsburgh, PA,
    • Mar 11, 2020
    • Verified Reviewer

    My boiler stopped working. They authorized J.A. Heating, South Hills, PA to come out. They came out and analyzed the problem wrong. They were to install a safety switch and call back. They never did. American Home Shield was supposed to authorize S&S Climate Systems, told me they would authorize payment. Nothing was entered into the record, they refused to pay. Customer service even hung up on the repairman from S&S Climate Systems. American Home Shield reps were disrespectful, lied, and refused to pay the repairman for S&S Climate. I have canceled the warranty for everything in my home. American Home Shield is not a reputable warranty company. Don't do business with American Home Shield, they will rip you off!

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


  • Refused to allow service provider to correctly fix issue

    • By Janine K.,
    • Elk Grove, CA,
    • Mar 6, 2020
    • Verified Reviewer

    The plumbing in my whole house drained slow; plus the toilets repeatedly were stoppage. AHS sent out a Budget Rooter plumber service who refused to do what was needed to fix the problem because they stated AHS would not pay them. The plumber came out 4 times and never truly fixed my issue. So I had to hire an outside plumber to come to fix the issue. Home Warranties limit what can actually be fixed so I believe they are a waste of money.

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


  • Worst experience ever

    • By Susan K.,
    • Menifee, CA,
    • Feb 27, 2020
    • Verified Reviewer

    We purchased a home warranty from American Home Shield and had several disappointing experiences. Most of the technicians barely spoke English and had a heavy accent. One guy was here to repair our A/C and didn’t even bring a ladder to get up on the roof!

    When we tried to cancel our warranty, we were bumped from 1 representative to another trying to sell us different coverage. Finally we were told that it would cost us $39 to cancel!

    It’s a racket and NOT worth the money.

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


  • Washing Machine Repair

    • By Percy B.,
    • Oxford, AL,
    • Feb 22, 2020
    • Verified Reviewer

    We have been trying for the last eight weeks to get our washing machine repaired. The first time it took over a week to get a serviceman. Then it took two weeks to get parts and another week to get the serviceman back. It worked for a week and then had the same problem. It took another week to get a serviceman. Then it took five days for them to send the wrong part. The serviceman asked them to overnight the correct part but they didn't. Four days later we call and were told it was under review, at that point the washer wouldn't work at all so we thought they were considering replacing the washer. Two days later (today) we call and what they were reviewing was sending the part. My conclusion is American Home Shield is not going to replace your washer. We are going to buy a new washer. We can't wait any longer to have a washing machine.

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


  • Billing department not very good

    • By Joan E.,
    • Orange, CA,
    • Feb 9, 2020
    • Verified Reviewer

    Joined December 2019, got the Pick 10 plan. A couple of weeks later I added electrical for a one-time payment of $24, they took out the payment of $24 four times, I wanted my credit back for $72! Account was overdrawn due to them taking out more money...they use part of the money for another payment and we’re gonna keep the money for all the payments and I want my $42.01 back. It’s taken three weeks now to get them to do it, to fill out the form. They lost my billing information, it’s ridiculous, so they had to put that back in and they’ve already billed me before now. They say it’s gonna be another seven days because they filled out another form so don’t plan on me staying with this company long.

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


  • Three service fee charges for 1 service call

    • By Billy C.,
    • Bowman, SC,
    • Feb 4, 2020
    • Verified Reviewer

    My credit card has been charged 3 times for one service call on January 30th. The charges were at about 4:30 PM and 8:30 PM on January 30th. Another charge of $75.00 at about 10:30 PM on February 1st. Three charges for 1 service call.

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


  • Total scam

    • By Linda P.,
    • Newcastle, WY,
    • Jan 27, 2020
    • Verified Reviewer

    We have been with American Home Shield and our Whirlpool Washer had a Code come up on it. So we called American Home Shield to get it fixed. They could not find a technician in our area. So they told us to find a tech to come fix it. We could find no one in our area to come fix the washer. Troubleshooting the problem we bought the parts to replace what could be the cause. Our washer still was not working, after 7 months without a washer, we contacted American Home Shield and sent the list of parts used and the cost. They would not reimburse us for the parts. We told them we could not find a technician. We finally went and bought another washer, which they refused to reimburse us for.

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


  • Pay attention to all these negative reviews

    • By Paul G.,
    • Tucson, AZ,
    • Jan 24, 2020
    • Verified Reviewer

    My hot water heater went out. They charged me $75.00 for the initial call. The contractor came out the next morning. After examining the heater he told me a wire in my thermostat was broken, "I can't prove it but I think he intentionally cut the wire", and told me I needed a new hot water heater. He then went to his van to contact AHS, after a few minutes he came back and told me their system was down. No explanation. Then he left with no word. I contacted AHS the next Monday. AHS told me that my hot water heater was full of sediment, and that my claim was denied. The contractor and AHS both boldface lied to me about what was wrong with my heater. At that time I called AHS again, yelled and screamed at them until my voice quit working. I ask for my money back and they flat out refused. After going up the chain of command I finally got to someone who could speak clear English, and in a so-called supervisory position. I explained my problem for the umpteenth time, to no avail. I specifically canceled my contract with them and asked for all my money back that I have been paying into them for several years. Of course they refused, but were generous enough to refund me $13.00. The one and only time that I ever called for service from them. The next month I checked my bank statement and found out they were still charging me their monthly fee. I called them back again and asked why they were still charging me their monthly fee, and they said I never canceled my contract. These people are LIARS, CHEATS, AND THIEVES. THIS A HUGE SCAM.

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


Showing 1-11 of 467

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