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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89 Consumer Reviews for American Home Shield

Average Consumer Rating: 1.3
Rating Snapshot:
5 star: 4 4 star: 0 3 star: 4 2 star: 1 1 star:  80
Bottom Line: 9% would recommend it to a friend
Showing 1-11 of 89
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  • 1 out 1 people found this review helpful

    Never use this company!

    Let me start out by saying that I had a home warranty on all our home appliances. I went through the home warranty company (which I would not recommend!), and they set up the service with this provider.

    The tech came out and I explained that my washer would not go into high spin. I had a high-end front load washer. He told me that he would look at it and told me to go ahead and do what I was doing around the house. Afterwards, he told me to look at the pic that he had taken. He stated that there are two reasons for my motor to be "blown and the wires to be fried." I either had a power surge (which was excluded under the warranty), or I overloaded my washer. I told him that I had this washer for over 7 years and that I knew how to load my washer.

    Well, after about 6 hours, I received a call from the warranty company. They told me that the tech, who was at my home, told them that "when he arrived at my house, my washer was overfilled with clothes" and therefore this is "abuse" and it isn't covered under my warranty.

    First off, I did NOT have any clothes in the washer when he came to my home. Secondly, he NEVER checked the bearings on the washer, which will cause a motor to burn up. He just showed me these pictures and said: "this wire is supposed to be here, this wire is supposed to there and the ground wire is on the floor." He again told me that the only two things that would cause this is a power surge or I overfilled my washer.

    Since the warranty company denied the claim as "abuse" and the power surge was excluded under the policy, I guess the tech and the business knew what was going to be excluded. The warranty company told me that I could not have my own tech come out for a second opinion. I had to use their "network" tech to do the second opinion.

    Needless to say, I canceled the home warranty, and I will not do business with this repair shop again as they lied about the repair. I would not recommend this shop, nor would I recommend a home warranty company. They find ways to get out of the warranty, and their "network" service people know that as well!

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

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  • Longer than usual to answer

    On 11/07/2017, a technician for AC unit came to my home to do a job on my AC unit because the heating element was not working. After working for almost 2 hours, I find out that the heating strip for this unit was corroded due the climate effects in Florida and the very little use we have for it. But now we are anticipating this coming winter, and this element is not working.

    I have spent one hour yesterday and one hour today for somebody to pick up the line and be able to discuss this problem, however, when I dialed the number to get a new contract before I finish with the last word, I have someone on the phone trying to sell me one contract from Home Shield. This means they have quick service for a new contract and a terrible waiting time when there is a claim. Very unfair for a paying customer with a problem.

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

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  • 1 out 1 people found this review helpful

    Lousy diagnosis explanations

    I have had multiple non-repair charges for normal or improper installations. Also noisy AC two different situations. One deemed normal or may not be repaired due to inherent product normal noise and insufficient ducting for a multi-stage fan, as determined by there technician, then provided with a $2300 estimate from same non-repairing AC company to install an AC duct?

    I have been called three times to renew and asked for service to call me, but got no call back. I am currently on the phone on hold, stated that it may be one hour? I'm at 29:35 so far and started a chat two times only to have no one available or being timed out as they lose internet service. You cannot get a hold of anyone unless service is requested and paid for $75, or you try and purchase or renew. I just want to talk to a supervisor and get my issues attended to by a different contractor.

    They have actually repaired under the warranty one of five items requested so far, and my contract will expire in 23 days. Of course, they will call again next week to renew, and I will tell them I need a customer service agent and never get a call as they are not the same division or cannot transfer me. You cannot email, chat or get anyone on the phone. I have now been holding for 35 minutes and live chat still not working (contract #203763122). And they quoted a much higher renewal price when asked.

    I will happily change this review if ever contacted. I resorted to this as a final opportunity to talk to a live representative.

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

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  • 4 out 4 people found this review helpful

    Bad service, rip off company

    They charge you every month. When you call for service, they charge for a service call even before the technician come out.

    Twice the Tec came and never did anything. They said that they would return to do the repairs. They never showed up. Over a month now.

    American Home Shield says I have to pay another $75 for service if they are going to send a different tech to look at the refrigerator and the toilet.

    I call and was on hold for over an hour, trying to talk to a real person.

    VERY UNFAIR COMPANY.

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

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  • 4 out 4 people found this review helpful

    Worst service ever

    • California,
    • Nov 3, 2017
    • Verified Reviewer

    Hold times are for over one hour. This is my third time calling to try to find out why my plumber wants to install two different faucets on the same vanity and charge me if I want him to make them match. Also, waiting on the pool repair for a heater that according to them cannot be fixed but I still have not heard what the warranty will cover or not.

    I think they are running a scam and I will continue to report their suspicious business to other reporting agencies. And yes, I am writing this while I am still on hold.

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

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  • 4 out 4 people found this review helpful

    Scammers

    • Richmond, KY,
    • Nov 1, 2017
    • Verified Reviewer

    American Home Shield loves your money but gave excuse, after excuse, after excuse when it came to fixing my dishwasher. Their repairman was always going to get ahold of us but never did, not by phone and not by email. Time after time. Lies, lies, and more lies.

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

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  • 4 out 4 people found this review helpful

    Runaround with AHS

    American Home Shield Home Warranty, DON’T waste your time and money!

    I’ve been a customer for 4 years with no claims. On September 20th I filed a claim because my refrigerator was not cooling or freezing. Standard is they hire someone to come out and service. That contractor has 24 hours to contact you and set the appointment.

    Contractor’s first availability was the following week, they diagnosed it, and they needed to order a part. The following week’s scheduled appointment deemed the part defective and had to reorder. I asked THEN for a 2nd opinion, and AHS said it would be out of pocket. The following week the part came in and once again had to get on a schedule for repair. That part also didn't work, and after 3 hours of further diagnosis, AHS now wants a 2nd opinion. This is after 3 individuals have been to my home and diagnosed the problem, and said refrigerator needed to be replaced.

    In the background over the past 5 weeks (now starting my 6th), I have been trying to communicate with AHS. They have a 1.5 hour hold time PER call and PER person you need to speak to. So, if you need customer service and they need to transfer you, expect a 3-4 hour call minimum.

    DO NOT ask for a supervisor, you’ll be told they are unavailable and you will be called back in 72 hours, and that call never comes. DO NOT request them to listen to the recorded calls to support your inquiries; they won’t.

    I have been told they are “a service repair company” not an insurance. There is nothing they can do to expedite service calls, customer service conveniently disconnects with the request for a supervisor. They promised my deductible would be waived but still charged my credit card.

    Escalations promised I qualified for cash in lieu only to have another rep tell me that person didn't have the authority to do such. Customer service supervisor told me the fridge could be replaced only to be told a week later that the supervisor didn't know what she was saying. Consistently being told promises, making me believe they are helping me to only document untrue statements to CYA of the extreme opposite in their notes.

    I have taken 3 days off of work to accommodate their repair people. I have been eating out for the past 6 weeks. By now I could have bought a new fridge and be money ahead! Instead, I’m still waiting…on endless hold...for no answers.

    The WORST customer service. They make it as difficult as possible to get the coverage you've paid for and will not put the customer first.

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

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  • 4 out 4 people found this review helpful

    Don’t waste your money

    If you're like me, you don’t have time to read another story about how this company is a crock. I’ll just say I’ve been without a fridge for six weeks now because this company absolutely sucks. Just don’t.

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

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  • 12 out 12 people found this review helpful

    American Home Shield is a ripoff

    I have had a home warranty with American Home Shield (AHS) for 10 years. The main reason I have the warranty was to cover my air conditioner. I have struggled for four weeks with this company, waiting over one hour on the phone several times only to have to tell my story again and again.

    The A/C started leaking into the house, and then it quit completely. AHS sent substandard contractors who did not repair anything and lied about what needed to be done to AHS. Two reputable contractors said the unit needed to be replaced as it was severely corroded after sitting atop a roof in super hot Phoenix, Arizona for 36 years. AHS wanted to pay me $300 to replace a pan when it costs $4300 to replace the unit.

    I finally had to go ahead and pay for it myself. I pay almost $70 a month and have had it for 10 years. It is a useless "warranty." They do not follow up on my calls and have repeatedly ignored me and my pleas for help. They are a completely disreputable company.

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

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  • 9 out 9 people found this review helpful

    They avoid doing repairs at all costs

    • Atlanta, GA,
    • Oct 4, 2017
    • Verified Reviewer

    This company is a sham company. They will make up any excuse not to make valid repairs. Save yourself some money and just hire legit repair companies when you need repairs rather than invest money each year on a warranty company that charges you service visit fees but makes up any excuse imaginable to avoid spending money on replacement parts.

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

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  • 9 out 9 people found this review helpful

    Horrible and corrupt

    Never use American Home Shield!

    Once again, I have to pull up my contract and read to them the clause that shows I am covered! Every time I use AHS, it is a fight to get them to cover what the contract says they should cover. I have multiple contracts, and I have many properties. I have two other home warranty companies Choice Home Warranty and America's 1st Choice Home Warranty, and I never have this problem with either of these companies.

    Also, when the tech that AHS finally shows up (which is never when it is originally scheduled), they always claim that the repair isn't covered and will require me to pay an exorbitant amount of money. Yet when I refuse and request they send a second tech from a different company, it is approved by this tech, and I am told the first tech was lying!

    But don't take my word for it; on BBB they have 956 bad reviews out of 958 total reviews and 9223 BBB complaints!

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

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