American Home Shield® is the founder of the home warranty industry and is one of the market leaders with over 1.7 million customers. Beginning in 1971, the company's goal has always been to protect homeowners from high, unexpected home repair costs. American Home Shield is affiliated with the home service company Frontdoor.
With its extensive experience in the home warranty business, American Home Shield is a trusted name compared to other service providers in the industry. American Home Shield offers a variety of warranty plans, including a build-your-own plan that allows customers to select the individual systems and appliances they'd like coverage for.
Read American Home Shield reviews below as well as the pros and cons of the company.
American Home Shield has more than 45 years of experience and became the industry founder when it created home warranties back in 1971. American Home Shield now has more than 1.7 million customers and is one of the largest warranty companies in the industry. Being in business for so long is a good indicator that American Home Shield is equipped to give its customers what they want in a home warranty company.
In addition to its decades of home warranty experience, American Home Shield offers its customers many money-saving incentives, including its Appliance Discount Program. With this discount program, customers save money over MSRP and have Energy Star certified options. Customers can also benefit from American Home Shield's "Refer a Friend" program, which rewards customers with a $25 Amazon gift card for each friend referred. In addition, the company offers discounts on air filters.
American Home Shield allows customers to choose between four different home warranty plans: Combo, Appliances, Systems, and Build-Your-Own. The Combo Plan covers major components of all 21 items covered in the Systems and Appliances Plans, including air conditioning and heating. The Appliances Plan covers major components of 10 appliances, including the refrigerator, dishwasher, clothes washer, and dryer.
The Systems Plan covers major components of 11 home systems, including heating, air conditioning, plumbing, and electrical. Finally, the Build-Your-Own Plan allows homeowners to pick and choose 10 items from a list of 21 systems and appliances to cover.
American Home Shield warranty options also include coverage for real estate professionals and contractors. A detailed list of all warranty plans and included appliances and systems is as follows:
With American Home Shield, customers pay a trade service call fee for a professional to help them with their problem, then fix the system or appliance or replace it. The three options for this service fee are $75, $100, and $125, which gives customers flexibility in how much they pay each month for their plan coverage. The higher the trade service call fee, the lower the amount the customer will pay each month.
American Home Shield offers a sample contract on its website, making it easy for customers to get an idea of what the company offers. American Home Shield also states upfront that the company does not require a home inspection in order to purchase a warranty plan and will not limit coverage based on the age of any of your home systems or appliances, making it easier for customers to get warranty coverage.
This upfront contract information helps the customer decide early on if American Home Shield is a home warranty company that will work for their needs.
Unlike some home warranty providers, American Home Shield does not require a home inspection or maintenance records before using its services. The company also does not decline coverage based on the age of your systems and appliances. This is convenient for customers who want a simple home warranty process and don't want to worry about a home inspection process to discover what systems and appliances are covered and what ones aren't.
American Home Shield offers a referral program for its customers. If you refer a friend to its services, AHS will reward you with a $25 Amazon gift card. The company's website doesn't specify whether or not you can receive the referral bonus more than once, so check with an AHS representative to be sure.
As part of your AHS customer perks, you can get up to 50 percent off retail prices on air conditioning and furnace filters. American Home Shield will also deliver the filters directly to your home. However, it is unclear whether or not you have to pay extra for delivery, so check with the company to be sure.
American Home Shield has a sample contract available online. According to our research, a majority of 1-star reviews for the home warranty industry involve claim denials that are typically outlined in the contract, such as damage that is beyond the scope of normal wear and tear, damages covered by another warranty such as a manufacturer's warranty, and damages from not following building codes.
American Home Shield ensures that you can see the terms outlined in a sample contract and be aware of the offered coverage.
Common customer complaints for American Home Shield range from rising warranty prices to bad customer service processes. There have also been complaints regarding the company's network of service technicians handling repairs, with some customers waiting days for a local technician only to have multiple faulty repairs. You can read American Home Shield reviews below to find out what else customers have to say about how they think American Home Shield warranty compares to other service providers.
American Home Shield does not provide any information about monthly pricing on its website. Interested consumers are encouraged to obtain a quote from the company for more information on pricing.
Great experience. Courteous service. Replaced my HVAC unit with a quality unit.
Purchased my warranty when we bought our property and have used it twice. Both times, contractors sent were friendly, easy to work with and did their work well. Online work order system is easy to use, but getting to an agent and hold times leave much to be desired.
The only way to contact them is via phone and the wait for a representative is much longer than the recording states
I have had the worst experience with AHS. They are impossible to get on the phone. I have waited over two hours to speak to someone in customer service twice and 1 hour and 40 minutes once. The first time I used it for my dryer it took the company (who had an F on the BBB) over a month to fix. This time they sent someone to fix my washer who didn't know how to fix washers. I have to now find someone to do it and have them pay me back. They gave me the wrong number to contact for authorization. It is a total nightmare of a company. I would never recommend to anyone. I would rather pay out of pocket for everything in my home to be fixed rather than pay to renew my warranty with them.
I've never experienced any difficulty in the 7 years I've been a customer. Timeliness, courtesy and professionlism are 3 words that come to mind. The staff are always so friendly. I would recommend AHS anytime. I've recommended AHS to several co workers and they've been pleased also.
I have never been so disgusted with service in all my 60 + years on this planet. I have a home with a well for our only source of water. I pay an extra premium to cover the well pump with the home policy. The pump has started erratically and not pumping the volume it should to support our home. I place a request for service on Oct 3, 2017. it is now Nov 20 and it is still not repaired and no contractor in sight. I have called customer NO-Service in excess of 20, TWENTY times since OCT 3. i have had to wait over an hour nearly each time to get to someone to speak to. i was placed on hold 2 times and hung up on after 35 minutes. I have kept a log of my phone calls, so I am not exaggerating. I have pleaded with the people on the phone to get a repair company to my home and fix this issue. I have asked to speak to a supervisor or manager and get one excuse after another as to why that is not possible. Each time I call, I get a person who doesn't understand the issue or the urgency. The first couple of contractors sent out, were not qualified to work on well pumps. The 3rd contractor failed to show after 3 scheduled appointments. The last contractor came out and informed me i need a whole new system and AHS tells me that i must now pay over $1500 out of my pocket to get the repairs made. OK fine, I give up. I am disgusted and desperate. I want water. However, now the contractor will not start work unless i pay the entire amount up front. They don't want to deal with AHS due to the protracted amount of time it takes for AHS to provide payment to the contractor for services rendered to the insured, namely me. I can't get anyone to fix the problem. I am tired of hauling water for my family and now it is Thanksgiving without acceptable supply of water. AND, I can't file an automated service call on the website because it shows that my policy is expired, which is clearly is not. I have complained about that the first 7 times i called and finally quit. It apparently is of not concern to anyone at AHS either. i probably just wasted another 12 minutes typing this review because nobody at AHS gives a damn about anything other than the next premium.
I have been attempting to contact their customer support line for over 2 hours now to get a basic breakdown of what my repairs will cost me and what is/is not covered. After over 2 hours of being on hold, I finally got a real customer service rep on the phone. Information was given, account was looked up, but after 2 minutes of being on the phone, the rep, with no warning sent me back to the automated main menu only to get put on hold AGAIN for over an hour! I have had some bad customer service before but this definitely is topping the charts for horrible service!
I had a/c trouble using a couple of visits. AHS replaced unit at no charge. Thank you so much AHS!!!
Had well pump die and within the next day it was being replaced. Without water for 1 day. Very Impressed with this company. Would recommend it to everyone who’s a home owner.
Always a great experience when I need services.
They were very helpful in explaining the coverage available. I already had a claim and it was taken care of quickly and all I had to pay was the service fee.
I'm still waiting on my stove fan to get fixed. The contractor highered by AHS will not answer. It takes about 30 minutes to get someone on the phone with AHS and even when you do all they do is call he contractor who doesn't answer for them either, then they give us the number (again) fo us to keep calling. This order was put in July
I was having problems with my air conditioner...called AHS and they took care of everything. A local company was at our house within a couple of days..assessed the problem and fixed it. AHS automatically deducted our fee and that was the end of the story. How easy could that be and how nice when everything is usually such a nightmare to get things done to have someone take control and do the work for you. I could not be happier with my first experience.
Daniel M Roy
Fairly good as long as the contractor they select for you is OK. Make sure you do not have an electric problem, the guys they select ("Safe electric") are incompetent and dishonest looking at any excuse NOT to fix your problem.
I received excellent service from both AHS as well as the appliance repair company they sent to repair the 42year old wall oven at my house. The oven Modern Maid is no longer even produced, but the technician from Burton's Appliance managed to find the parts and expertly repair the oven. Great job done by AHS and David Burton of Burton's Appliance.
Recently had to have ice maker on refridgerator repaired, service was scheduled in a timely manor and service was done to my satisfaction.
Very Prompt in responding to needs and questions
AHS has a quick response when service has been needed at my home. I appreciate that very much.
Terrible company/ horrible customer service, no communication, over an hour wait time on the phone. It’s been 3 weeks now that I’m waiting for a part for my refrigerator and I had to call to find out the status but you have to prepay / they don’t care about their customers anymore, have been with them for over 15 years- shameful
Every experience has been very responsive. Within a day we are able to get work done as needed.
It is hit or miss with AHS and the contractors they supply. I have had AHS for multiple properties and had to utilize them for multiple types of issues. The customer service has gone down over the years. I will say that it is an affordable option for a home warranty. Some of the contractors are great and some are not. We have had mixed experiences with the contractors dispatched for our issues. Some are straight up shady and do questionable repairs. Most of the service is just band-aiding the problems and not truly fixing them.
AHS has been diligent in getting repair folks to my house. The companies are reputable and the techs are superior.
I've been unable to speak to a real person regarding issues that can not be answered on the automated service.
Currently experiencing errors in the billing department. A service was cancelled and billed regardless. The payment has since been reimbursed but emails requesting payment and threats of lapse in services are still being received. Customer service has been contacted a week ago and no reply had been made to date tho resolve the issue.
Great company to work with. The reps are always friendly and helpful. I can usually get my problems resloved after a matter of days.
The program works but contractors can cause you headache and make it seem like the program doesn't work. Take a video of everything the contractor does at your house because they can lie to AHS and consequently cause your claim to be denied by AHS. Having a video evidence can be priceless in such situations. This is from my one claim experience after being a customer for about a year. I still have my membership because it's worthed. Just be vigilant with the lying contractors.
American Home Shield is an excellent corporation as a whole. Our home was built in the 1940’s so we are used to some things not working. The home was already under the AHS umbrella so we just kept it current.
Great jobs on calling to service and on time service
Worst service I ever had. Denied authorization of items that were supposed to be repaired according to contract. Never got a return call from them to indicate why my service was denied only calls that were made were by me no one from this service ever call me back even unto this day.
Andre R Golden
Everything is great if you do it online. If you need to talk to someone expect to be on hold for 30 minutes.
My last use was for a bad garbage disposal. American Home shield had a plumber call in less than 24hrs, and that company came to fix it 4hrs later. The plumber was kind, courteous, and professional. Hats off the plumber and AHS.
The technicians where very good and knowledgeable. They very nice and polite and tried their best to solve our issues.
Customer service getting very slack. Service from them is poor.
I’m bring harassed by texts of not paying for a service payment for the second time now, spending a half hour on hold each time..all because I’m told, your computers were down! The texts threatened to drop my coverage! Well I’m considering dropping your coverage as well! Is anyone in charge of AHS?
Contracted companies are efficient with satisfactory outcome.
We have waited over three months to have the same issue resolved. Either they don't follow or the vendor that they chose doesn't follow through. We have to wait an hour on hold for customer service only to get the runaround and absolutely NO help. Each representative we have spoken to has told us a different story. My advice is chose another company!!
Every serviceman that is sent for repairs has been friendly, knowledgeable and efficient. They each assessed the problem. knew what needed to be done, and did it quickly and without any fuss.
Great service to have for the unforseen expensives in your home. My refrigerator went out and AHS did an excellent job in repairing/replacing it. Great affordable service to have for all homeowners!
The wait time for calls to AHS are 45min to an hour ... that is ridiculous ! I had a problem with my tankless hot water heater I had to make a change in the company because the first company was not qualified to work on the hot water heater . The second company finally got the job done but it took almost a month for my hot water heater to be repaired . It was really a nightmare ! I never remember AHS having such poor quality and customer service
My experiences have been terrible.The last time I called, I was on hold for 45 minutes and then after the lady answered, she disconnected me and never called me back. I am being billed for a recall and even contacted the company through Facebook and y’all told me you have a long line of people to respond to. I have another issue and it will never be taken care of .
Timely service for repair/replacement of my appliance.
I have had a number of issues this year and AHS has provided consistent and timely responses. Their web site enhancemtns have spend up this process even more.
The work was done good and nice and on time so was the work
When I call customer service, I expect to be on hold for 30-60 minutes before you speak with a representative. My shortest call with American Home Shield has been 35 minutes and my longest 124 minutes. The online system works when everything runs smoothly but some of their contractors are very very poor. I have had luck about 3/5 contactors in the past 5 months. One contractor never fixed the issue which resulted in a 2-hour phone call to get another contractor (This contractor also was impossible to reach by phone or email – their voicemail actually said to not leave a message.) Another contractor didn't fix the issue properly which resulted in me having to pay for another outside contractor out of pocket because AHS didn't document something correctly - And AHS told me they would call me back, but when I called back for an update there was no record. The online system is convenient but you have no control over the contractor they assign (2 out of 5 contractors have been terrible). I could block bad contractors in the future, but that does require a phone call. *sigh* When you use the online system and you check the wrong category they make you pay for the repair at another time. For example, you can do Heat and Ductwork, but not HVAC and Ductwork. That will require a phone call. After one phone call to AHS place service, I was charged two service fees by mistake. It took over an hour on the phone to clear up, but I am still receiving past due emails and letters. The company said it could take two weeks to resolve but I could also be in contractual violation due to be mistaking "past due." Looks like I’m going to be calling them soon. In theory AHS has a great service. But in practice their customer service is extremely difficult to reach and terrible at resolving things in a timely fashion. I have had a mixed bag of experience with AHS. And I cannot recommend.
H E Gardner
I recommend American Home Shield because what they advertise is true; no hidden fees. The repairman is knowledge and efficient. H E Gardner
The last time I had a service man come out to work on my dishwasher all he did was on screw three screws from my dishwasher and it started working again. He told me that his service call was $85 yet I was still charged $125 co-pay from American Home Shield. I was not very happy about that.
I call, companies are sent out, even second opinions, right away. Great service!
Very happy with "Patrick" our plumber that arrived right on time and quickly fixed the problems . Had everything on his truck .
Each time that i have called for a plumbing issue, i have had to call 2-3 additional times for service. I am very dissatisfied with the contractors that are used. Mays plumbing and H and K plumbing.
Expect to wait 30 to 1hr 20 minutes before talking to anyone. I called to have my dishwasher repaired. Paid my $100 and when someone came out they said they could not find a problem. He cleaned it and said try again. We did and it was still broken. Next time he still could not find the problem so he ordered a new mother board. Came back out ti install it but it still did not work. Fourth time he came out he passed the buck by saying that it was the hot water heater not delivering enough hot water. My sink is right next to the dishwasher and the water is so hot you cannot leave your hands under it for more than a few seconds. Four months later its still not fixed and company refused to do anything. On our final call after waiting for 1 hr and 22 min on hold to talk to someone we asked to speak with a supervisor three times and each time he put us on hold and came back saying they wont talk to you. We bought a new dishwasher that was installed today at our own expense. It work great. These people are a rip off and I would steer clear of them by all means. Three attempts at fixing an appliance and then they try to [pass the buck. I am reporting them to the Nevada Division of Insurance. BTW don't believe all the 4.8 star ratings this company has as they are fake. Look at the 96% negative at the BBB.