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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103 Consumer Reviews for American Home Shield

Average Consumer Rating: 1.2
Rating Snapshot:
5 star: 4 4 star: 0 3 star: 4 2 star: 1 1 star:  94
Bottom Line: 9% would recommend it to a friend
Showing 1-11 of 103
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  • It's cheaper to do it yourself than use the insurance

    My water heater, located in the garage, started leaking from the tank. I was glad that the home came with a homeowners policy when I bought 6 months earlier.

    I called the company, and they sent out a repairman on the second day. My first indication of trouble was when the repairman showed up without a water heater with him. He told me that they had to make sure what the problem was before they ordered parts.

    The repairman said he would report his findings to the insurance company and they would get back to me.

    When they got back to me my price to use the insurance and have this contractor replace the water heater was within about $50 of the price that I would have paid if I had just gone to Home Depot and picked up a heater and fixed it myself! The price was filled with bogus charges like changing the catch pan for $95. The catch pan that was there was fine, but the company stated that for customer safety they always had to put in a new catch pan. This $95 catch pan can be purchased at your local hardware store for $35 retail.

    I went ballistic when I saw the charges. I was broke after putting all my money into the home and really needed this repair covered.

    I did finally get the company to send me a check for just under $500 and I fixed it myself. What a scam. Never purchase Home Warranty's ever again. They are not worth the paper they are written on.

    Bottom Line: Yes, I would recommend this to a friend

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  • 2 out 2 people found this review helpful

    Please save your money!

    • Weston, FL,
    • Jan 13, 2018
    • Verified Reviewer

    We had two contracts over the past 10 years for a property in Florida and Colorado. Terrible service, as they play the waiting game to force you to hire your own technician locally unless having your AC, Heating, Clothes Dryer, Disposal, or Electrical problems repaired or replaced on a timely basis is important. They play this APPROVAL game, which only delays their authorizing to make repairs or replace. If you are approved for replacement, it could take weeks. Hire locally, pay a reasonable fee, as American Home Shield does not attract the best and brightest technicians.

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

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  • 2 out 2 people found this review helpful

    Slow repair service and nonexistent customer support

    I requested repair for my Jenn Air Cooktop the third week of December, and as of today, January 8th, I do not have news as to when they might fix my cooktop. I think I need to cancel this service.

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

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  • 3 out 3 people found this review helpful

    Terrible customer service

    This review is for American Home Shield.

    I'm in the midst of my first experience with American Home Shield. Our furnace began making a loud bang when it turned on, so I called to have it looked at. On January 2nd, I was assigned a contractor whom I spoke with that day (Tuesday). He said he would come Wednesday or Thursday, which was fine, since we did not feel this was an emergency but definitely something we should have checked out.

    He called me Wednesday and said he wouldn't be able to come until Friday. Would 10 am to 12 pm be OK? I said no because my husband would like to be here and he had a doctor's appointment at 10. He said he would be here between 12 pm and 1 pm, which I said would be fine. When it got to be after 1 pm, I called him, and he said he said he had an emergency earlier this morning and wouldn't be able to come. He asked if tomorrow would be all right. I said no because he had already changed the day twice and we couldn't just sit around every day waiting for him to come. He said he wouldn't be talked to that way and I should find someone else.

    What way? Because I wasn't going along with him? I tried to call American Home Shield and, after being on hold for 23 minutes, the call was disconnected.

    Warning: not a good start and would currently not recommend. If my feelings change, I will write another review.

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

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  • 2 out 2 people found this review helpful

    Lesson learned: Save up yourself for home repairs.

    Based on my own experience and those of many others online, I'm not sure how American Home Shield (AHS) is still in business. It's mostly a scam!

    I called them last Thursday because I had a serious plumbing leak that was soaking through my garage wall and exterior brick facade in the front of the house. The contractor came, tore three medium-sized holes in my wall, charged me an extra $55 over my $75 deductible to cut through cabinetry, mind you, all just to tell me something I already knew, which is that I had a serious plumbing issue (slab leak), and rolled out after collecting the cash. The contractor now wants $3,700 to fix the leak, of which AHS will only pay $1,000.

    I called my home insurance company, who will pay up to $2,500 for most of the repairs. Now, I've been trying to reach AHS to cash out so I can get the $1,000 they promised to put towards hiring my own contractor, but trying to get back in touch with someone in claims has become another headache I can do without, considering what I'm already going through with this slab leak. So, what exactly am I paying 53 bucks a month to AHS for and a $75 deductible when I need service (that turned into $130)? I'm paying basically to have a contractor come tear my house up further, and then they still want me to pay thousands out of pocket for a major repair, and on top of that, I can't get even halfway mediocre service when I most need it? Seems I'd be better off saving that $53 a month and deductible in a bank account for serious repairs.

    Based on my own experience and those of others, I think AHS and the contractors are in bed together to scam homeowners. On another note, it's totally not acceptable that I have to wait over an hour to receive help with my claim when I can select their sales or new home buyer options when calling, and most times get a pick up on the first ring. Higher call volume my butt!

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

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  • 2 out 2 people found this review helpful

    Customer service

    • Los Angeles, CA,
    • Jan 4, 2018
    • Verified Reviewer

    They must be SO understaffed, and so slow to attend to phone calls. I was on hold for one and a half hours to speak to a representative. Not everything can be dealt with using their online service request.

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

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  • 2 out 2 people found this review helpful

    Poorly rated contractors

    • Richmond, VA,
    • Jan 4, 2018
    • Verified Reviewer

    First day of the new year, upon my return home I noticed water damage on my ceiling from a frozen HVAC. I called American Home Shield (AHS) because I have coverage with them. They send out ATR. The negative reviews outweighed the positive reviews, but I read that you can't say who you want or don't want when in contract.

    ATR came for the appointment. Nice techs, however, was not able to fix the issue. Left quite briefly. I've been trying to contact their office directly, and no one answers. I left a message. I called 5 more times. Someone picked up and said something in a different language, and then there was silence.

    I want to know why AHS would send someone out that has a D+ rating. I have spent give or take 6 hours on hold for a rep at AHS today. Two hours this morning and the rep picks up, and then the phone hangs up. One and a half hours midday, then I had to hang up because I am employed. I call again after an hour on hold, and the rep's computer is down (just hers). I'm on hold again for another hour. What the heck!

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

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  • 3 out 3 people found this review helpful

    Fridge and dishwasher broken for two months without repair!

    The first year was GREAT. The second year I hardly called. This year has been a NIGHTMARE! My fridge has been working but broken for OVER TWO MONTHS. A diagnosis was made, and it seems Amercian Home Shield would not pay them, so they got me a second, and now a third company is next, BUT none assigned. The fridge is on the verge of shutting down. The airplane-like noise has stopped, which likely means the fan is now broken. There is ice on the back wall, and the temp is often low, and food has to be thrown out. I have NO idea if this will EVER be fixed! I will contact the media next.

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

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  • 1 out 1 people found this review helpful

    Dishwasher

    Horrible service. My dishwasher is broken for two months and no signs of getting this repaired soon. Not sure what they are doing. They come, inspect, order a part, which arrives after a week, and within 10 days the dishwasher stops working. We had to cancel our Thanksgiving party and now are suffering during Christmas.

    The worst part is while the technicians were working, they flooded my entire wooden flooring. We all rushed to clean up the floor as quickly as possible, but I see that flooring is cracking up. When I called customer service, they say they have no idea when the parts arrive, and they do not take any responsibility for secondary damage.

    I advise everyone not to become a victim of this horrible company.

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

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  • 3 out 3 people found this review helpful

    Refrigerator

    • Easton, PA,
    • Dec 18, 2017
    • Verified Reviewer

    Refrigerator broke. Their repairman told me he cannot get parts. American Home Shield said they will replace or reimburse for the refrigerator. They offered me a refrigerator that was too tall for my kitchen. Then I was advised to buy one and they would reimburse me up to $1100. It has been over two months. A runaround story about a check that does not arrive. Lousey liars company.

    NEVER EVER use them! You will be sorry if you do! The company needs to be closed down. Wait time on the phone is 90 minutes too.

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

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  • 5 out 5 people found this review helpful

    Run away! Worst company ever.

    • Metairie, LA,
    • Dec 7, 2017
    • Verified Reviewer

    It has been over 3 months, and I'm still sitting here with a broken refrigerator.

    They are impossible to get on the phone, over 60 minutes is typical. Even when you get them on the phone, they can do nothing to help you. Once you pay the $75 fee, you are at the whim of the bottom of the barrel contractors. The service techs have NO idea how to troubleshoot anything, in fact, they don't even try.

    I will never ever give my money to this company again, and if I can save anyone else the headache, please listen to my review and all the others. American Home Shield is worthless, and you will be much better off dealing with a reputable contractor that you hire yourself. This warranty offers zero value!

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

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    Comments (1)
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    • Dec 24, 2017

      Srinivas Sriperumbudur

      I completely agree with you. I'm not sure why I have been paying such high monthly premium to this company.

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Showing 1-11 of 103

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