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American Home Shield Home Warranty

4.6 Stars (39 Reviews)
Updated: April 20, 2023
By: Jonathan Trout
Jonathan Trout
Content Manager
Jonathan is a former product and content manager for Retirement Living. His background spans sales/marketing, finance, and telecommunications. Jonathan’s expertise in consumer wellness and research-backed data stories helped educate seniors on financial planning, retirement, and community resources. Jonathan graduated from Oklahoma State University with a B.S. in Environmental Sociology.
Content Manager
Edited By: Lauren Hamer
Lauren Hamer
Sr. Editor
Bringing more than a decade of editorial experience to Retirement Living, Lauren focuses on reporting senior-related issues, including retirement planning, finance, consumer protection, and health and wellness. Lauren has edited consumer content for Credible, Angi, Slickdeals, Jobs for the Future, and more.
Sr. Editor

American Home Shield offers multiple home warranty plans including one you can customize to cover exactly what you need. We discuss their build-your-own plan and others, as well as pricing, exclusions and consumer reviews.

AHS Logo

Editorial Breakdown

Service Quality 4.3 Stars
Affordability 4.5 Stars
Coverage Area 4.9 Stars
Customer Service 4 Stars

Overall Rating 4.4 Stars

Bottom Line

American Home Shield offers three plan options and two service fee tiers. Its coverage limits are high, but so are its service fees.

American Home Shield Review

American Home Shield is a home warranty company that is part of the residential and commercial services company, ServiceMaster Company, which also owns Terminix and Merry Maids. American Home Shield offers home warranties – service plans designed to cover appliance or home systems breakdowns that your homeowner’s insurance does not cover.

American Home Shield has provided home warranties since 1971 and states they have paid out over $2 billion in claims in the last five years alone, with nearly 1.7 million customers serviced.


  • Three coverage options available
  • Two service fee levels
  • No home inspection required


  • Coverage exclusions can be technical and difficult to understand
  • Only response guarantee is that the company will contact a technician within 48 hours

American Home Shield Home Warranty Plans

American Home Shield offers three home warranty plans plus several add-ons for specific items. Depending on the plan you choose, the home warranty will protect essential systems within the home including:

  • Air conditioning with ductwork

  • Heating with ductwork

  • Electrical system and doorbells

  • Smoke detectors

  • Ceiling fans

  • Plumbing (including some stoppages)

  • Water heaters

  • Garbage disposals

  • Central vacuums

While the lowest-tiered ShieldSilver plan does not cover appliances, its ShieldGold and ShieldPlatinum plans protect the following appliances:

  • Refrigerators

  • Stoves

  • Ovens

  • Cooktops

  • Clothes washer

  • Clothes dryer

  • Dishwashers

  • Built-in microwaves

  • Trash compactors

  • Freestanding ice makers

  • Garage door openers

  • Built-in food centers

It’s worth noting that American Home Warranty does not cover stand-alone freezers. You can choose to add more coverage for roof leak repairs, well pump units, septic system ejector pump and pumping, pools and built-in spa equipment, and guest units up to 750 square feet, such as a mother-in-law’s suite.

American Home Shield Home Warranty Fast Facts

Fast Facts
Coverage Length Termination Policy # Of Repair Limits Coverage Effective Date
12 months Cancel anytime
after 30 days. Refunds
are prorated and subject
to an admin fee
No limit on the number
of covered repairs but
there are coverage
limits and caps
for specific items
Coverage goes into
effect 30 days after
a plan is purchased

American Home Shield Home Warranty Pricing

Prices for each home warranty plan aren’t available online but you can request a free quote for each plan on their website. We quoted a home in North Carolina and Oklahoma and received the following quote for both locations:

  • ShieldSilver: $29.99 per month or $39.99 per month.
  • ShieldGold: $49.99 per month or $59.99 per month.
  • ShieldPlatinum: $79.99 per month or $89.99 per month.

The final cost depends on the service fee you choose, either $00 or $125 per call. The $125 per call fee will lower your monthly payment on your home warranty plan by $10. The deductibles are paid for trade service call fees every time a contractor is sent to the home, regardless of whether the reported issue is covered or non-covered. Depending on the warranty you choose, there may also be coverage limits or caps that could affect your total out-of-pocket costs for repairs.

American Home Shield Home Warranty Exclusions

All home warranty policies have exclusions in coverage, no matter what company you choose. For example, while plumbing is covered, there is no coverage for stoppages caused by roots or foreign objects in the pipes. Also, some coverages have limits to repair or replacement cost, as mentioned in our Best Home Warranties buyer’s guide. For example, if a plumber has to cut through a wall to access a pipe, the warranty would only cover the wall repair to a rough finish and limits the dollar value of those repairs. As with any home warranty, consumers should read the policy entirely and be sure they understand all of the limits and exclusions before purchasing a plan. American Home Shield offers consumers a chance to view sample policies before purchasing.

All plans are subject to $50,000 aggregate limit of liability. The covered item limit under a ShieldGold plan is $2,000, while ShieldPlatinum has a covered appliance limit of $4,000.

water heater

American Home Shield Home Warranty Claims

The claims process for American Home Shield home warranties starts with either a claim submitted via your online account, creating an online service request using the warranty lookup tool or by making a call to their 24-hour claims line.

The trade service fee is due when the consumer files the claim request. Once the trade service fee is paid, American Home Shield will assign a contractor in the consumer’s area within 48 hours. The contractor then contacts the consumer to schedule an appointment to inspect the item in question and then determines if a repair is required. The contractor does not arrive at a specific time, so someone will need to be home for a window of a few hours while waiting for the contractor to show up. The contractor inspects and diagnoses the issue, then contacts American Home Shield to determine coverage. If the warranty covers the problem, repair or replacement within the limits of the coverage will be authorized.

How to Buy an American Home Shield Home Warranty

American Home Shield home warranties can be purchased via a toll-free number or on their website. Either call the number or select your plan online. Plan costs are state-based, so your price might depend on location and home type. The sampling of locations we tested returned base rates of $30 to $90 monthly depending on location and plan.

American Home Shield Complaints

American Home Shield has a Better Business Bureau (BBB) rating of “B” and a four- out of five-star rating on ConsumerAffairs with over 12,000 reviews posted. Most positive reviews speak highly of customer service. American Home Shield has responded quickly to customer issues with contractors doing poor work or lengthy delays in service appointments on ConsumerAffairs and successfully closed complaints through the BBB. A few customers report longer response times than the 48-hour window American Home Shield advertises.

Our Experience With American Home Shield

We reviewed the sample contracts provided by American Home Shield. Though the company offers services in 48 states, you can only view sample contracts from five states. Upon review, we found the 14-page contract to be detailed but also highly technical, so determining the coverage and exclusions could be overwhelming for some. That said, we like that American Home Shield offers several monthly plan premiums and service fee options and that its coverage limits are high. Other companies offer more add-ons, but its Shield Gold plan offers high appliance limits compared with industry averages.

To better access customer service representatives, we’d like to see American Home Shield add an online chat feature to their website.

American Home Shield Q&A

  • Do I have to pay the trade service fee before I find out if my claim is covered?
    Yes. The trade service fee is required each time a service contractor is dispatched to the home, regardless of the final coverage determination. This fee goes directly to the contractor to compensate him or her for the trip to your home and time spent diagnosing the problem, and it is required before a contractor is called.

  • Can I choose my contractor?
    No. American Home Shield selects a licensed, professional contractor from your area and contacts them for you. The contractor will then contact you to set the service call time window.

  • Do I have to have a home inspection?
    No. A home inspection or records of previous repairs are not required to obtain coverage with American Home Shield.

  • Is coverage available in all states?
    Coverage is currently available in 49 states. Alaska is the only state where coverage is unavailable at this time.

  • What if my covered item is not repairable?
    If your covered item is beyond repair, American Home Shield will replace the unit when possible or suggest other solutions if replacement isn’t within the limits of your warranty contract.


The cost of maintaining your home and its main components are likely the most significant expense you have next to a mortgage payment and property taxes. Unfortunately, an unexpected refrigerator breakdown or an electrical problem can cause severe financial strain. A home warranty is an option for reducing the uncertainty of some of the repair costs associated with homeownership, requiring a small monthly payment.

Budgeting funds in savings to cover service fees further reduce financial strain compared to keeping thousands of dollars in savings in case of an appliance or home system failure. American Home Shield warranties are a good fit for those who buy an older home, or for seniors who want to stay in their home but do not have the know-how or physical capability for do-it-yourself repairs. Get a quote by calling (888)312-6764.

39 American Home Shield Reviews

Write Review
1 Star

October 04 2023 2:40AM

They hire the cheapest bid to fix what's wrong. You can wait up for a week for the tech to show up. They sent a tech to fix my AC unit. I paid the fee as agreed. Less than two months later the same issue pops up and they demanded another fee. I decided to call a repairman of my own. For AHS fee plus twenty dollars it was fix and has not been an issue for over six months. The small print will get you everytime. Say you have a freon leak in your AC system and you lose the freon that makes your AC cool. They only pay for a minimum amount and then you are on the hooks for the price of the rest of the freon. Small print issue on almost every work order. NEVER AGAIN will I fall for this type of support.

Jim F.
Middleburg, FL
1 Star

September 14 2023 10:32PM

The contractor they sent to repair my AC unit lied and reported that I was not meeting code with my unit and wouldn’t repair anything until I agreed to pay to have it upgraded even though the city said I do not have to meet code in my older home.

AHS took the contractor's side for everything and since I refused to upgrade my parts were sent back to the vendor. 9 months to get my Air Conditioner fixed and I had to pay for the repair up front. They strong armed me into paying for the upgrades and there was nothing I could do.

Joe D.
Norman, OK
1 Star

August 15 2023 2:39AM

AHS keep trying to send a company technician to my house that already seen my A/C wall unit. The technician said he will not come to my house again and didn’t show up. AHS have me running around in circles. My mother in her 90’s trying to deal with no air conditioning unit.

David H.
Miami, FL
1 Star

July 27 2023 7:15PM

This is a horrible company. Poor customer service. We were charged every month but yet services were never rendered because of contractor issues. Nothing reimbursed and when we went to cancel the service, they were very rude and were to charge an cancelation fee even though the issues were their fault.

Anthony and Jeannie C.
Grove City, OH
1 Star

July 18 2023 10:03PM

Had them send a technician to check my AC unit that is not keeping up with the 105 degree temps in San Antonio. Tech is great! But we decide since the unit is 17 yrs old and any fix would potentially be temporary to ask AHS to replace the unit. AHS says they will replace the inside unit only.

Quote is $4400. AHS says they will pay $2200. It has already been 10 days since I first reported problem. So I did a google review for the AC company and find out this company has terrible reviews over last 6 months specifically related to the actual replacement not being done right or creating more issues.

So I called AHS and told them I do not want this company to install my AC. They tell me that is too bad, that they are the only contractor I can use. I asked to have them cut me a check and I will find a reputable installer. Nope!

I feel the outside unit should be replaced as well since it is so old. I have been told there is no way they will be compatible if not replaced. So AHS tells me I can get a second opinion but if he has same diagnosis as the first company then I pay $100 and the first company will do the install.

Then she told me they are still working on an estimate. I told her no, they had already sent one. She insists they are still working on it and will contact me in 1-2 days.

Laurie T.
San Antonio, TX
1 Star

June 28 2023 4:37PM

Whatever you do, do not buy a contract with American Home Shield. They are crooks. You can not talk to anyone in the US for customer service. They refuse to let you talk to a Supervisor.

Last month they replaced a bathroom faucet and covered the entire cost. This month the other exact same faucet needs to be replaced for the same problem, and they will cover less than 1/2. They have terrible reviews on Yelp and a bad rating on BBB.

Laurel S.
Red Bluff, CA
1 Star

May 30 2023 8:25PM

I have had a claim open with this company for over 2 months to repair a leak. They have yet to have anyone come out to fix the issue. They say they can not find anyone in my area to repair.

They have given me authorization to find my own repair company but it comes with an entire list of requirements and certain companies not to use. They have closed my case twice saying they could not reach me which is the furthest from the truth. I always answer my phone or at least call someone back when I get a message.

I have called them weekly and sometimes multiple times a week trying to get an update. NO ONE has been able to help me.

It is obvious they all go by the same script because they give me the exact same answers every time and tell me how sorry they are. Sorry doesn't fix the issue but they have no trouble taking my money every month for my warranty.

Reuben H.
Danville, KY
1 Star

January 16 2023 2:31AM

If you are lucky enough to have a direct # to a supervisor you might get someone who actually knows something about your policy contact. I was a gas water heater fail and the plumber was not showing up or calling back- he ended up leaving a message they were out of the office over a week.

I ended up having to hire a private contractor for the job after endless calls and nonsense with multiple calls and you will never get the same person for your issues or complaints.

Don’t waste your time or money- hide your $600 Yr and $100 service calls from now on in a stash for repairs. Never mind the hassle!

Virginia C.
Allentown, PA
1 Star

October 06 2021 8:50AM

I have never been treated so poorly in my life! I have a leak in my ceiling. The first person didn’t walk into the upstairs bathroom but claimed the leak was from the gout being faulty in the shower (we have never used the shower).

Second person says it’s the floor beneath the toilet - specifically not the toilet (which they are supposed to cover). They claimed somehow the floor damaged the toilet which in turn damaged the ceiling below. I pointed out the floor doesn’t have any water.

Third person says they can’t find the leak but call them back if it is active again. Fourth person (same company as the first who didn’t walk into the bathroom and said they diagnosed the problem in said bathroom) says it’s the bathroom sink.

Then American Home Shield says the person said there was no leak. And then they claim there never was a leak and I made it up. So I refer back to all of the previous reports I got about this leak. But they refuse to give me ANY of the reports.

So finally I have to diagnosis the problem by climbing up into the ceiling myself. I take a video of the leak in progress. And I take photos of the damaged ceiling with the water.

Then this person, Holly **, claims she doesn’t see the leak happening in the video. She tells me she talked to the original contractor and they agreed they, “don’t like me” and she makes fun of me in several other ways (are you not smart enough to know what a leak is?”

“You are just trying to get upgrades ask for more than you can have.” “We (her and one contractor) have been laughing at you because you are such a looser.” “Call the BBB and the AG’s office because they won’t really help you and will take so long your house will be destroyed by your pretend leak.”

When I asked to see or be sent the contract, she refused. When I asked to see the contractors reports Holly said “You need a subpoena from a court of law.”

When I asked for a supervisor Holly said There are not supervisors. Next “They refuse to talk to you.” “I am the highest level you will ever reach.” “The supervisor will call you back“ (of course never happened). There is “no way to make a complaint at American home shield.”

"You are being difficult, trying to get a leak fixed when there is no leak” “It’s my job to make sure you do not get coverage.” "You aren't allowed to talk to anyone because you didn’t agree quickly enough (about 2 minutes) to be transferred again."

At this point she is screaming, “every contractor says there is no leak, you are the only one who claims there is a leak. When I sent the video of the leak she says she “can’t open it.” Then there were about 3 times she says she never got any photos or videos.

Then say says the video shows a pipe but it isn’t leaking. I did get a nice person months back but when I try to talk to her now she says the case was assigned to Holly because she was out one day. So I ask to work with her again since she is clearly working but she refuses.

I asked to work with anyone other than Holly and Holly tells me first there isn’t anyone else who does the job. Then she tells me, again, there are no supervisors at American home shield. Then she tells me she is above all of the supervisors. Then she tells me there is no such thing as “escalating the problem”.

I made a list of the number of times I called in and people told me they were “escalating “ this leak problem. So I didn’t make up the escalating concept. But then she tells me there is no escalating.

There have been so many times she outwardly laughed at me and called me names. And this does not even address the times I was hung up on, told some one would call me back or “transferred” to nowhere.

Also I was paying 50 dollar a month. Then one month they increased it to 61.99 (no idea or explanation for why) then a couple months later my monthly payment was increased to 84.99. When I asked about the increase I was told so many stories.

But many of them said they were charging me more so they didn’t have to charge me more for every visit. This, of course, makes no sense. The visits costs were already agreed upon.

I asked why I am being charged so much more than what they charge new customers for the same exact plan and they said it was because of inflation. I have used all of my vacation time on this unfixed leak. And I don’t want to get the dry all fixed until the leak has been fixed. But they won’t fix it.

Then Holly told me I had to pay for a new visit fee. The she told me I had to pay again for another 100 dollar visit fee because I had taken too long to get the problem fixed (which made me so so incredibly upset) as I would have given anything to get the leak fixed back in April when I started tying to get American Home Shield to fix it to begin with.

Someone PLEASE do something about this company and Holly ** in particular. She is complimented and proud of making sure customers do not get service. I guess she gets some bonus the more claims she denies.

They take denial of claims and customer disservice to an entirely new level. And sadly Holly is incredibly proud of this!

Jennifer H.
Baltimore, MD
1 Star

March 30 2021 5:30PM

This company is the worse when you really need them. I was introduced to this company back in 1999 when I purchased a home. They were great then and I told several people about them. However, I didn't use them a lot, but they were always there when I needed them.

Fast forward to 5 years ago. I purchased another home and didn't think twice about selecting them again. For 4 years, I hardly used them, but now that I need them I really see what type of company they have become. It took them several months to replace my stove top. I call.

Shirley G.
Stamford, CT