What Do Customers Say? (April 2023)

When you enroll in home warranty coverage through American Home Shield (AHS), you’ll pay a monthly fee in exchange for discounted repairs and replacements when systems or appliances in your home break down. But is American Home Shield worth the cost? We thoroughly researched the company’s plans, pricing, reputation and reviews to gauge the quality of AHS’s plans and overall customer satisfaction.

American Home Shield earned 4.58 out of 5 stars under our review standards, and it’s our pick for overall value in a home warranty company. American Home Shield stands out as a provider because it offers its customers high payout caps and covers repairs that other companies don’t, like system malfunctions due to lack of maintenance or improper installation. Plus, all of AHS’s plans cover expensive-to-repair systems like heating, AC, plumbing and electrical systems.

In our poll of 1,000 homeowners with a home warranty, 64.3% of respondents said that price was the most important factor when shopping for a home warranty policy. Although the monthly cost of AHS’s plan options is on-par with other large home warranty companies, its service call fees are a little higher than other providers at $100 to $125 per claim. However, AHS does offer discounts and frequently runs sales that can lower your total cost.

Although AHS’s plans make great promises about saving money on home maintenance, the company still has mixed reviews on online review platforms. Some customers reported unexpected out-of-pocket expenses and slow response times to claims.

So, is American Home Shield right for you? Keep reading our home warranty review to see what customers are saying.

In most parts of the U.S., American Home Shield costs between $30 and $90 per month. AHS offers three plan tiers: ShieldSilver™, ShieldGold™ and ShieldPlatinum™. If you choose a higher service fee, you’ll pay $10 less each month for the same plan. Keep in mind that some areas with a higher cost of living may have higher plan costs.

Here’s how these costs stack up against competitor companies:

Discounts and Policyholder Perks

American Home Shield offers several discounts and perks to its members and also occasionally runs sales. Learn more about how to access American Home Shield’s discounts on its website.

• Multiple properties: AHS offers $50 off when you enroll more than one property.
• Referral bonus: AHS policyholders who successfully refer a friend receive a $25 Amazon gift card. Plus, the friend gets one too.
• Appliance brand discounts: American Home Shield partners with appliance brands to offer discounts to its customers.
• AARP members: You can receive $36 or more off your AHS plan if you are an AARP member.

American Home Shield offers three plans: ShieldSilver™, ShieldGold™ and ShieldPlatinum™. The ShieldSilver™ plan only covers home systems, while ShieldGold™ and ShieldPlatinum™ plans cover both home systems and appliances. ShieldPlatinum™ is very similar to ShieldGold™, but when you upgrade to ShieldPlatinum™, you get roof leak protection and higher coverage caps on appliances ($6,000 instead of $3,000).

Types of Covered Damages and Perils

AHS stands out among competitors by covering some types of damages and perils that other home warranty companies don’t. For instance, AHS covers systems and appliances of any age, even if they were poorly maintained or improperly installed. AHS covers the following under all of its plans:

• Items of any age
• Undetectable pre-existing conditions
• Multiples of the same item, like a second refrigerator
• Breakdowns caused by rust, corrosion or sediment
• Breakdowns caused by lack of maintenance and normal wear and tear
• Item removal and disposal (when necessary)
• Items with few or no maintenance records
• Items that were improperly installed, repaired or modified

Coverage Exclusions and Limitations

Although American Home Shield covers many situations that other home warranty providers don’t, its home warranty plans do still have limitations. Some exclusions, like those below, can be difficult to find because they’re hidden in the fine print of your contract. That’s why you should review your contract before you commit to a policy.

• Each covered home system and appliance has certain components or circumstances that aren’t covered by AHS, which will be outlined in your AHS service contract.
• AHS makes the final decision on whether your broken item will be repaired or replaced.
• AHS is not required to install an item of the exact dimensions, brand or color as your old appliance during a replacement.
• AHS may offer you cash in lieu of repair or replacement, which is “substantially less than the retail cost.”
• AHS will not cover any repair or replacement already covered under a distributor, builder, manufacturer or extended warranty.

The conditions of your AHS contract may vary slightly in Arizona, California, Nevada, Texas, Utah and Wisconsin. Read a sample contract from your state on AHS’s website.

American Home Shield was the most popular provider in our survey of 1,000 homeowners with a home warranty, with 23% of respondents having a policy with the company.

Of the total respondents, 90.5% reported that they were “satisfied” or “very satisfied” with their home warranty company’s claims process, and 76.6% said they were somewhat or very likely to renew their plan.

So, what are American Home Shield customers saying about the company? We read through hundreds of customer reviews from the BBB and Trustpilot to gauge what policyholders are saying about American Home Shield.

In many positive reviews, customers reported that the contractors who completed their service requests were friendly and knowledgeable. Others appreciated that their broken appliances were repaired or replaced quickly.

“This is the second time in under a year that American Home Shield has come to my rescue (two different appliances). Both times, the technician was prepared, knowledgeable and friendly. Even better, this time he called to ask if he could come early! When does that ever happen? Needless to say, I love AHS!” –Mary via Trustpilot

“My garage door spring snapped and made my oversized door inoperable and I couldn’t lift it up. AHS had Diamond Garage Doors and Openers LLC contact me within hours and repaired my garage door providing a new spring, reprogrammed the circuit card and had my door fully operational before I went to bed. Monty was professional and knowledgeable which gave me peace of mind.” –Christopher G. via Trustpilot

“Quick appointment. 3 appliances were in need of repair. The stove and refrigerator were actually replaced! And the washing machine was repaired. I was very impressed with the way AHS came through for us with no questions asked! Best experience we have ever had with a home warranty!” –Louanne P. via BBB

“I am very satisfied with my initial interaction with American Home Shield. Rekeying my new home was included with the purchase of their warranty at closing. They took initiative and the process went smoothly and successfully providing me reassurance of security in my new home. AHS was recommended to me by my sister and brother-in-law who have had it for many years. They have always been pleased and I understand and appreciate their endorsement of AHS to me.” –Linda A. via BBB

“Technicians were very professional, did not leave a mess and were very skilled in their approach to repairing a fractured window. They made sure there were no stray pieces of safety glass (we have pets and they were very good with them also).” –Brandon W. via BBB

Other customers had mixed reviews. Some customers appreciated the coverage and peace of mind that their plans offered, but thought the monthly cost was too much or the service was too slow.

“When I had a problem with any of my covered appliances, they assigned a professional company close to where I live to fix or replace the appliances. The only thing that bothered me was that my monthly payment increased after the first year from $47 to $90 at the end of my second year. At that point, I couldn’t afford to pay for their services.” –Larry via BBB

“It can take about a month to get a full repair but they always come through. In my case, I waited 2 months and received a free replacement because the parts were no longer available. Thank you AHS for making good on your warranty service!” –C Lara via Trustpilot

“AHS was fine as long as it was a minor repair; toilet, fridge, microwave, etc. But as soon as it was a major repair and it had to be done by someone outside their network there was a problem. First reported on 11th of December. I am still waiting for a plumber on the 26th. No one could shower or use the toilets. This is a nightmare situation. I have a wife and kids… Still ongoing.” –Sharod C. via Trustpilot

“In general, I felt I got my money’s worth from a home warranty with AHS, but there are hassles, likely inherent with any home warranty company. First off, there are countless exclusions that are impossible for the average person to figure out, so you may pay for a service call and still be left holding the bag for all repair costs. Second, these companies (FAHW looking at you too), hire second-tier contractors. I have never had a highly-rated company service my home. They have flaked on appointments and recommended expensive, unnecessary out-of-pocket repair costs. I don’t think it’s worth it due to the hassle. I would rather pay a little more for reputable service providers.” –BiD via Trustpilot

Customers who were dissatisfied with their AHS policy frequently mentioned a lack of responsiveness from customer service or subpar contractors. Other customers felt that the out-of-pocket costs were too high, especially considering how much they were paying each month for their plan.

“8 months on a simple oven issue. The part is not available but they won’t cash it out. No callbacks, no emails — just continue to disconnect the calls — and now the ticket is closed. So more waiting for no callbacks.” –Chris C. via BBB

“They charged me $85 just for someone to stop by and say that they cannot help. After I asked for a refund they said they wouldn’t refund me. Their ‘professional’ wasn’t able to determine the problem. He wasn’t even able to locate a switch for the air-conditioner unit.” –Victoria N. via BBB

“Be aware. The quality of service has declined severely over the years. They don’t value the home issues, time, or care of their customers. They find ways to not cover an item, instead of covering it. Having a home warranty should offer peace of mind. Instead, dealing with American Home Shield causes undue stress. The quality and integrity of their service technicians have also declined. Read the reviews and consider them before signing up. It will save you stress, time, and money!” –Sophia W. via BBB

“We submitted two claims — a dryer and stovetop. For the dryer, the technician confirmed the sensor is broken and the vent needs to be cleaned. The technician didn’t report the sensor as broken and AHS just closed the work order even though the repair company called back and reported it. It’s a chasing game now.[…] I can’t do anything because it’s been over 30 days and I need a new work order when my contract is expired. […] Don’t buy this insurance because it’s just about taking your $75 and finding a way to not repair anything that is broken.” –Eva L. via BBB

American Home Shield is a popular, reputable provider with over 50 years of experience in the home warranty industry. Enrolling in an American Home Shield home warranty can offer you peace of mind in case something in your home breaks down.

An AHS home warranty covers most home repairs and replacements. However, like any other home protection plan, there is still a chance that you’ll need to pay additional out-of-pocket expenses if something isn’t covered or the cost to repair the covered item is higher than expected.

Ultimately, you should review your coverage options and request a free quote from AHS’s website to decide what’s best for you. If you’re interested in comparing AHS to other top providers, keep reading to learn more:

Our team created a comprehensive rating system to rank providers based on objective factors. We researched each company by speaking with representatives, reading sample contracts, and analyzing and comparing consumer reviews. We deepened our research by gaining homeowner insights through surveys and focus groups.

After collecting data, we scored each provider based on what matters most to homeowners: plan options, cost, trustworthiness, customer service, state availability, additional benefits and coverage specifics.

We established each company’s rating out of five stars, weighing each factor accordingly:

• Plan Options (20%): Companies that offered at least three plan options and various add-on coverage scored the highest in this category.
• Coverage Details (20%): We rated companies on their total number of home appliances and systems covered in their plans, emphasizing the essential systems like plumbing and air conditioning units.
• Plan Pricing (18%): Home warranty providers with a service fee of $75 or less and offered combination plans for less than $50 a month earned the most points in this category.
• Trustworthiness (14%): We evaluated the Better Business Bureau (BBB) rating, sample contract availability, workmanship guarantee and years in the industry to determine the trustworthiness of each company.
• Customer Service (16%): Home warranty companies that are available 24/7, 365 days a year, provide emergency services and offer customers at least two claim filing options earned the highest points in the customer service category.
• Additional Benefits (8%): Companies that offer a 30-day free cancellation period earned points in this category, and any additional coverage perks and exclusive benefits a provider offered earned it extra points.
• State Availability (4%): Providers that are available in all 50 states earned full credit for this category.

Our review methodology for home warranty companies is intended to provide a thorough overview of the best providers nationwide. To learn more, you can read our full home warranty methodology.

Faith Wakefield is a writer based in North Carolina. She holds economics and English degrees from UNC Chapel Hill, and her work has been featured on EcoWatch, The World Economic Forum and Today’s Homeowner. In her free time, she loves to binge-watch personal finance videos on YouTube, collect books and spend time in nature.

Sabrina Lopez is an editor with over six years of experience writing and editing digital content with a particular focus on home services, home products and personal finance. When she is not working on articles to help consumers make informed decisions, Sabrina enjoys creative writing and spending time with her family and their two parrots.