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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81 Consumer Reviews for American Home Shield

Average Consumer Rating: 1.3
Rating Snapshot:
5 star: 4 4 star: 0 3 star: 3 2 star: 1 1 star:  73
Bottom Line: 10% would recommend it to a friend
Showing 1-11 of 81
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  • 7 out 7 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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  • 8 out 8 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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  • 5 out 5 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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  • 4 out 4 people found this review helpful

    Worst!

    • Dallas, TX,
    • Sep 27, 2017
    • Verified Reviewer

    I have had 12 techs out to my home, and no one is able to find the source of my ice maker malfunction. They keep replacing the same parts over and over. When I call American Home Shield, they say they have to send someone else out. Don't they think that after 5 months there is a trend that maybe the unit isn't repairable?

    Also, 80 minutes on hold to talk to someone and then they are rude every time. And no supervisors will get on the phone to discuss your issues. Shameful! Frustrating! Train your people in empathy, critical thinking, and problem solving!

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

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  • 6 out 6 people found this review helpful

    Worst service!

    • Washington DC,
    • Sep 27, 2017
    • Verified Reviewer

    The worst company ever to deal with. I waited on hold over an hour to discuss my account for the second time. I decided to cancel since their service is terrible and despite saying you can cancel anytime, I was charged $120 to cancel both accounts.

    I will NEVER be returning and will post this everywhere to ensure people know what they are getting into. Longest hold times of any company, poor contractors that come to the house, several times where they charged me double for service visits and having to wait on hold to get those rectified as waiting 90 days to get my money back.

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

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  • Exceptional service

    I called American Home Shield to request a plumber, and everything went well and they sent out Home Source Corp. from Melvindale, Michigan, and the plumbers were very professional, knowledgeable and friendly. They did an excellent job with the repairs and explained everything in detail. Matt Martin was one of the plumbers that came to my house, and he was totally awesome! I love it when I have service technicians come to my house that are friendly and approachable, and the plumber that was with him was also very approachable and friendly.

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

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  • 4 out 4 people found this review helpful

    Impossible to deal with!

    The fact that the people you FINALLY get to talk to after more than 30 minutes on hold are usually polite, courteous and try to be helpful, the FACTS are that fewer and less reliable resources as services are available to us subscribers!

    But most aggravating, I wish their help would contact YOU quickly with follow-up concerns! AND not have to endure multiple 1/2 an hour or more times on hold!

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

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  • 6 out 6 people found this review helpful

    Terrible company!

    This warranty came with the house when we bought it. My washer stopped working on August 24th and I opened a work request early on August 25th, and the repairman didn't show up until August 29th. The repairman said the part he needed could be bought locally but AHS had to ship the part, so it would be at least a week. On September 8th the repairman installed a new part but found out a different part was needed. The repairman said he again would have to wait on the part from AHS.

    I called AHS the afternoon of September 8th and explained the situation and that I had already spent $60 at the laundry mat. The AHS rep was very friendly and understanding, he said he would call the repair company, expedite the part and see about getting my money back for the laundry mat. Guess what? He never called me back!

    Today, September 12th, I called AHS again (actually had to call several times to finally get through due to long wait times). The rep seemed to not really care and sounded like she was eating while we spoke. The rep said she didn't see a record of me calling on Friday and nothing could be done to speed up the part. I said "So the other rep from Friday blew me off?" but she wouldn't answer. I then told her I wanted to speak with a supervisor and what a surprise, one wasn't available. Supposedly, a supervisor will call me, but I'm not holding my breath.

    If you want a home warranty and you're going to pay for it, do some research, there has to be a better company out there!

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

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  • 4 out 4 people found this review helpful

    The worst service I've ever had.

    Every single time you call them, it's at least over an hour! I'm literally on hold while I write this. This is the 6th time I've called. We have been trying to get our plumbing fixed for over six months now, and still, not a single person has come to our house. They send you to cheap contractors, and if you contact them, they say they never have a request or don't have time to service you. Don't waste time or money on this ridiculous warranty. Go ANYWHERE else.

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

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  • 6 out 6 people found this review helpful

    Do not use this company!

    • Cleburne, TX,
    • Sep 14, 2017
    • Verified Reviewer

    I wouldn't even give this horrible company 1 star. I had an AC company come out, who I have paid my $125 service call fee to them the last two times they came out, and they finally came out to install a new unit for us. A few days after the service I receive an email stating that I was not supposed to pay the service company and that they will be charging my card. I was never told not to pay the company like I had been and they charged my card the $125 service call fee. I got in touch with an agent who told me she would process a credit request for my account and that I should see the credit in seven days, that was the best she could do for me apparently.

    A week goes by, and I never received a credit. I got in touch with an agent who told me she did not see a credit on my account and that it only takes three business days for a credit to show up and that I should have received it by now. She puts me on hold to get in touch with the agent to see how she processed my credit and to make sure she did not. After waiting 30 minutes on hold, I was told she got in touch with the agent that helped me previously and that the request was processed and that I should be receiving it either later that day or tomorrow morning. She also told me she would follow up with me in the morning to make sure I received my credit back on my card.

    The next day comes, and I never receive my credit or a phone call. I call that evening to speak to a lady that I demanded to speak to a supervisor. She transfers me to what sounds like the exact same lady and tells me she is the account manager. I tell her my story and she then informs me credits take 15-20 business days (this is the third new lie I have been told now!), but that she didn't even see a credit even in processing status on my account because no one has reached out to the AC company to verify that I paid them in cash! She put me on hold to call the AC company (even though it was 8 pm at night and no one was going to be in their office). She told me she left them a voicemail to contact her back to get this issue resolved and that she would also email them. She told me she would also follow up with me in the morning to verify everything. I also got her name and number in case I did not hear from her.

    The next day comes and I still never hear from anyone, and no credit has been issued on my account. I call the number that was supposedly was this agent's direct line only to be directed to a completely different agent's voicemail. I call the AC company who tell me they have been having issues with American Home Shield and their owner had already been on the line with them very upset. She told me she would call me back shortly after she looked up my invoice to verify that I paid them cash so we could go from there. She also told me she never received a voicemail from American Home Shield regarding my situation. (lie number five!).

    30 minutes go by, and the AC company calls me back to tell me they will be issuing me a check to take care of my issue because they did not want to deal with American Home Shield anymore. I told them I was very upset with them as well, and I am currently waiting for the AC company to send me a check for $125 service fee they were apparently not supposed to collect from me at the time of service.

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

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  • 3 out 3 people found this review helpful

    Held on phone 65 minutes to talk to someone.

    • Little Rock, AR,
    • Sep 7, 2017
    • Verified Reviewer

    I called for a plumber on Thursday night. I called the company directly. It would be six days before they could be there. I called American Homes Shield and was held for 65 minutes before I got to talk. There were no apologies, nothing. I told them to pay my co-payment. This company does not care for you and does not give customer service. Drop them if you have them. They are too expensive!

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

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