American Home Shield Review: Is it Worth it?

Written by | Updated May 14, 2019

Is American Home Shield (AHS) Worth the Cost?

The short answer: most likely. But you need to know what you’re buying.

american home shield logo
  • Flexible pricing
  • Customizable service plans
  • Monthly service plans

A thermostat hovering at 52 degrees or a dryer full of soggy clothes can be a homeowner’s worst nightmare. An unexpected appliance repair bill can really take a bite out of your budget—and the worst part is not knowing how big of a bite it’s going to be.

Many homeowners are turning to home warranty companies for reassurance that system and appliance repairs will be covered with a flat monthly rate, but is it really that easy?

Compare AHS Pricing and Plans

Price*
Link
Service Fee**
Contract Length
Systems Plan Appliances Plan Combo Plan Build Your Own Plan
$36.99/mo. #39.99/mo. $54.99/mo $45.99/mo
View Plan View Plan View Plan View Plan
$100 $100 $100 $100
1 or 2 yr. 1 or 2 yr. 1 or 2 yr. 1 or 2 yr.

*Prices listed are for homes under 5,000 square feet, and prices do not include state and local taxes.
**Service fees are $100 at this monthly rate. Customers have the option of changing service fees for a higher or lower monthly rate.

What’s Covered in Each Plan

Systems Plan

Heating and AC with ductwork
Electrical
Doorbells
Smoke detectors
Plumbing
Water heaters
Garbage disposals
Instant hot/cold water dispensers
Central vacuum

Appliances Plan

Refrigerators
Ranges/ovens/cooktops
Clothes washers and dryers
Dishwashers
Built-in microwaves
Trash compactors
Freestanding ice makers
Garage door openers
Built-in food centers

Combo Plan

Everything from the Systems Plan and the Appliances Plan

Build Your Own Plan

Any 10 items from the Systems Plan or the Appliances Plan
Additional items for $2 each per month

American Home Shield Basics

American Home Shield has a variety of home warranty options to choose from based on homeowners’ needs. The flexible pricing helps you feel in control of your service plan, but coverage restrictions can be frustrating if you haven’t read the fine print. Things like preapproved service contractors, service fees, and annual dollar caps are important to understand before signing on the dotted line.

Homeowners Insurance vs. Home Warranty Service

First, what’s the difference between homeowners insurance and a home warranty?

Simply put, homeowners insurance handles all the accidental damages that can happen to the structure of your home—like wind damage, fire, or flooding.

A warranty company, on the other hand, offers home warranties to cover unexpected breakdowns of your home’s systems and appliances due to normal wear and tear. Warranties may cover things like your plumbing, air conditioner, or built-in microwave oven. Unlike homeowners insurance that is usually mandatory, home warranties are more like a service contract for appliances or systems that will end up aging or breaking down eventually.

For example, if your toddler uses your dishwasher door as a trampoline and breaks it, a typical home warranty will not cover it. But if your dishwasher door won’t close correctly because the seal has come loose over time, your repair may be covered under a home warranty.

What You Need to Know Before You Buy

AHS’s warranty service plans cover up to 21 systems, and you don’t have to worry about getting a home inspection or providing maintenance records. But like most warranty companies, AHS won’t cover preexisting conditions.

When you’re trying to decide which AHS service plan makes sense for your home (and your budget) there are a few important factors to consider.

Don’t pay for coverage you don’t need.

Many plans may include items you don’t have in your home, newer items that are unlikely to require service, or items that you wouldn’t necessarily call a service professional to fix, like a smoke detector. For the best price, we recommend getting a quote for the Build-Your-Own Plan before you decide. Other home warranty companies, like Choice Home Warranty, don’t offer this.

Changing your service fee changes your monthly cost.

Every AHS plan gives you the option to choose your service fee, but you don’t get that choice for nothin’—a lower service fee will cost you more in your monthly premium. Think of the service fee like an insurance deductible: the lower your service fee, the higher your monthly payment, and vice versa. AHS offers three service fee options: $75, $100, or $125. We found that on average, lowering your service fee will raise your monthly fee by about $10; raising the service fee decreases your monthly fee by about $5.

There is a waiting period.

When you sign your AHS contract, you’ll have 30 days until your warranty goes into effect. Your first payment will be processed at the end of that waiting period. One month isn’t too long to wait, especially if you’re moving into a new house where you’re likely to discover little problems over time.

image of American Home Shield website on a tablet

How It Works: Requesting and Receiving Service

Let’s say your air conditioning goes out. Once your plan goes into effect, you can call or go online anytime to request service for it. Within 24 hours of your call, AHS will contact an approved local contractor who will then call you to schedule an appointment.

Be ready to pay your service fee when you put in your request for service. But on the bright side, you won’t have to find your own contractor—AHS has a nationwide network of preapproved service technicians.

Once the contractor checks out the problem, they will contact AHS with the results of their inspection, and AHS will determine whether or not your warranty covers repair or replacement. If it is covered, the contractor will fix the problem at no additional cost to you.

The Fine Print

One of the main issues American Home Shield customers have with their warranties is finding out that a repair is not covered under their service plan. The easiest way to think of the fine print in an AHS warranty is to understand that you’re not getting a warranty on an entire system or appliance—you’re just getting a warranty on certain components of that system or appliance. Here are a few other fine print items to watch out for:

  • The AHS website may let you request service for an item that is not covered under your warranty (and you may pay a service fee at the time you request it).
  • If something like a water heater repair is not covered because you have the AHS Appliance Plan, then you’re out your service fee of $75 (or more) and you’ll have to pay for the repair out of pocket.
  • AHS warranties do not cover cosmetic issues or the repair or replacement of any part that does not “contribute to the primary function” of a covered item.
  • Warranties do not cover property that was damaged as a result of a malfunction. (Translation: if your laundry room floods due to a broken washer and it wrecks the hardwood floors, AHS will fix the washer but not the floors.)
  • AHS’s warranty plans allow for the cheapest fix possible, including the use of rebuilt parts and mismatched parts.
  • If the combined cost of labor and materials exceeds a certain amount ($200–$2000 per item), AHS will simply “cash out” and pay you the dollar limit (minus any expenses incurred by AHS), leaving you to foot the rest of the bill.

In short, you would be wise to read through a sample AHS contract carefully to fully understand what you’re buying with a warranty.

American Home Shield FAQs

Is an AHS home warranty worth it?

While it’s impossible to see the future, we can make some informed guesses. According to our calculations based on yearly repair estimates from Home Advisor and service call fee estimates from Angie’s List, you can estimate annual expenses for home maintenance to be around $863. Compare that to the average annual cost of an AHS home warranty—plus service fees—at about $684.

As long as you stay within or above the averages, you may save money with an AHS warranty. But if you’re worried about AHS coverage restrictions or about not using the full value of your warranty every year, you might want to consider just paying into a personal home maintenance savings account instead. Budgeting website The Balance suggests setting aside either 1% of your home’s purchase price or $1 per square foot each year to budget for home maintenance, which includes things a home warranty won’t cover, like roof repairs.

If you’re buying a home and have concerns about certain systems or appliances, you may be able to get the seller to foot the cost of an AHS home warranty. Check with your real estate agent when you’re putting your offer together and include a warranty in your negotiations.

What are American Home Shield’s ratings and reviews?

The Better Business Bureau gives AHS a rating of B, with most negative reviews having to do with poor customer service and spotty coverage on warranty items. Other expert review sites also point out consistent customer service complaints.

Most complaints are related to frustration over rejected claims or dissatisfaction with the company’s preapproved service technicians and contractors. We’ve also had customer reports of slow response times to service call requests.

What is American Home Shield’s cancellation policy?

AHS says you can cancel at any time. If you cancel within 30 days of your coverage start date, the company will refund contract fees minus any service claims. After 30 days you’ll owe “administrative fees” of up to one month’s payment, minus any “prorated contract fees.”

Is there a limit on the number of service calls or repairs I get?

There’s no limit to the number of repairs you’re entitled to, but dollar cap limits per each covered item still apply.

What appliances or systems are excluded from an AHS home warranty?

American Home Shield clearly outlines its covered items in the plan details, but like most home warranty companies some items always seem to be left out. Here’s a list of items that AHS doesn’t cover.

  • Stand-alone freezers
  • Countertop microwaves
  • Wine chillers
  • Multi-media centers
  • Window air conditioners
  • Outside or underground pipes and water lines, sprinkler systems
  • Fuel storage tanks
  • Fireplaces, wood stoves
  • Flues, chimneys, vents, exhaust lines
  • Bathtubs, showers, sinks, toilet lids and seats, caulking/grouting
  • Saunas or steam rooms
  • Water lines broken by roots or other foreign objects
  • Garage door tracks or track assemblies

The Bottom Line

If you’re worried about the budget crunch of a sudden appliance or system breakdown, an AHS home warranty is a good choice. Just be sure to get familiar with the home warranty policies and fine print so you don’t end up with an unexpected repair bill that isn’t covered and a monthly premium that you can’t get back.

Pros

  • Flexible pricing
  • Customizable plans
  • Monthly payment options
  • Easy cancellation

Cons

  • Contract exclusions
  • Customer service complaints

Written by Kasey Tross

Kasey Tross is a stay-at-home mom with four energetic kids, and she's married to a security expert, so safety is a top priority in the Tross home. When she's not writing, she enjoys reading, hiking, playing the flute, helping out at church, and eating far more chocolate than she should. Learn more

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15 Responses to “American Home Shield Review: Is it Worth it?”

  1. Is American Home Shield worth it? No. It’s winter and my furnace just went out. I requested service online and
    I got a call from some dispatcher who barely spoke English telling me
    that they could come fix it in two days. I tried calling American Home
    Shield and the automated answering service told me that they were
    experiencing “higher than normal call volumes” and offered to give me a
    callback when they were ready. I accepted and got a callback. I’ve been
    on hold for 1hr and 30min since that callback.

    • Woof! That sounds awful. But thanks for sharing your experience for the rest of our readers. Hope you get that furnace back on ASAP. BTW, is this your first experience with American Home Shield, and do you have any experience with other home warranty brands?

  2. I have had American Home Shield for the past 6 years and YES it Worth it. I have never been disappointed Yes I can understand when it winter or summer that they may having a high valum of calls and you may have to wait 2 days but the job does get done and it is done professionally , not with some extra screws from some lawn mower. Some year’s I don’t use AHS but just knowing my house hold is protected gives me peace of mind.

  3. Forget AHS. Not worth it. I’ve had it for years and just cancelled. Over the past few years a lot has changed:
    a) AHS has become very aggressive in denying claims, some of the revised contractual language (e.g. improper installation) is so vague, the can deny anything.
    b) the service fee, which was once $40, is up to $75. For that amount you can pay a contractor directly more many repair calls.
    c) the quality of the contractors dropped significantly; good contractors simply don’t want to work with warranty companies.
    d) Contractors learned and collude with AHS to game the system: They will find something that “is not covered” to increase their income. Because you already paid them $75, you may be tempted to accept, and they will grossly overcharge. For example: gas for the air conditioner is not covered, and they will charge you as much as $90 for each pound of freon. A 30 pound cylinder of freon costs ~$300.

  4. Doreen Boady Hager

    Had an A/C unit put in last summer (2018) had issues with it from the get go. Went thru three contractors to get the job done. Had
    To pay the service fee and pay $1500 for the Freon. I was concerned that the unit was too small, the contractor said it was the correct unit. It took over a Month and a Half to get the job done.
    Now A year later, the new unit is t working, it’s not cold and there is a puddle of water. Called AHS, this is a new case, I have
    To pay a new service fee and pay $200 for Freon on a new unit.
    AHS staff was not helpful, and didn’t really listen to you. Very frustrated with this company. Will not be paying for
    Their services once this contract is up.

  5. 1keithesq

    AVOID THIS COMPANY AMERICAN HOME SHIELD!

    I filed a claim because my garage door jammed. American Home Shield demanded $100 deductible to be paid before they would schedule a technician to come out. I paid it. Next day, the technician arrived but told me American Home Shield denied coverage because the “garage door opener” did not break. Instead, a wire came loose causing the door to tilt and jam. The door and springs, etc. are not covered; only the “opener.” He said he could fix it for $99, which I paid and he fixed.

    American Home Shield refused to return my deductible, even though they denied coverage. This is unconscionable. Avoid doing business with this company. You will be sorry.

  6. Abby Ditomassi

    Well first off you try to call them for a service and it takes 20 minutes to get someone on the phone so they will say, you should just make a claim online. Well their online claims are bull crap because you can’t explain anything, I literally just had to click sump pump even though I would have told them it was an external sump if I could have. I even checked my contract to make sure external sump pumps were covered. And under plumbing it said sump pumps were covered, however right below the covered items are the NOT COVERED items and I read through those and nothing was stated about the external sump pump not being covered. However we finally get the plumbers out and they say American Home Shield won’t cover it and so on the phone with the first lady she pointed out that in a clause 3 sections above the plumbing section, it says nothing in the house is covered if it is not within the foundations of the house. I feel this is super shady and they at first would do NOTHING to help us out and basically said sorry you read the contract wrong. So then we decide to call them again to see if they would let us have a plumber come out for a different concern we had. Our sink drain in the basement possibly has a blockage and they say they will snake the drain up to 100 ft. HOWEVER, IF IT IS DUE TO A FOREIGN OBJECT OR TREE ROOTS ITS NOT COVERED. Aka WTF would be blocking the drain other than a foreign object or a broken pipe which is also not covered. So we were like, uh yeah can we just have our money back so we don’t have
    the literal SAME ISSUE we had last time where we called you out just for it not to be covered and us to get screwed again? Our contract is up in 15 days and we will not be renewing. Not worth it if everything that they say is covered is not actually covered once they come out.

  7. RoseMary O'Malley

    Do not use AHS. I have had them for years and when I needed them they were not there. Here is the situation. My garage door opener quit working. The company that AHS contracts with in my area is exclusive. The company was unaccommodating for the 1st appointment. I had no choice but to reschedule with them because they are the only company in my area used by AHS. The rude technician from the day before said that the garage door opener quit working because the garage door was old. AHS refuse to get a second opinion and denied my claim. They would not listen to reason but supported their contractor versus their customer. Needless to say after over 15 years I canceled my contract. I am now with 1st American home warranty whose customer service is excellent and their cost is less

  8. Autobroker

    I transferred my home warranties from Fidelity to AHS a few months ago. I called yesterday to inquire about the policy – my first mistake. A person from outside the US answered and even though she was nice, she made numerous mistakes looking up my account (due to her poor English). When she finally found my account, she could not help with my problem and I was transferred to someone who “could” help.

    This woman also had problems finding my account and on top of it, she was in the US. She claimed she couldn’t understand, because of a bad connection, however I could hear her clearly. When she heard that I wanted to cancel, she tried to dump the call to another rep – my thinking is that she didn’t want it charged back to her sales quota. When she couldn’t find anyone to take the call, she let me know that she would have to take the cancellation. When I told her that her action pushed me to cancel all of my policies, she was not happy and put me on hold. The hold was for quite a long time and when she finally came back, she had a very bad attitude and took my information.

    At the end of the call, she told me that someone from the retention department would be calling. I told her that the service she provided was horrible and if she was working for me, I’d fire her on the spot. I also told her to put a note in my account that it is not savable and if there’s any final “accounting”, they could call and I would discuss this with the agent.

    I’m glad that I cancelled. What would it have been like if I needed an emergency repair and the person on the other end could not communicate effectively with me?

  9. Autobroker

    A person purchased insurance, so IF the service is needed, he can utilize it. When an insurance company has such poor record keeping that they can’t find your file, how do you think they’ll be when it’s time to make a claim?

    This is why I cancelled all of my policies with them yesterday. Oh yeah, they billed me for cancelling! And of course no pro-rated credit for the partial month. But this is expected when dealing with a company like this.

  10. I’ve had AHS/American Home Shield for years and I am officially done! I called AHS on August 12th to report an issue with my AC and we let them know I’m 9 months pregnant. They dispatch United Air Temp the follow afternoon. The first tech comes out and he was very polite inspected it and let us know the coil had “a hole in it and it would need to be repaired”. He said it couldn’t be repaired on the spot and that they would bring it back on Friday ( August 16th). We expressed to him the urgency of needing it before then and he called him manager in front of us. His manager said there are others ahead of us and our only other option was to upgrade the entire system… Again, we stressed the fact that I’m 9 months pregnant and that the temps were expected to be in the mid-80s. AHS acted as their hands were tied and that they were at the mercy of the contractor. We were assured that the repair would be done and installed on August 16th so we decided we’d tough it out with fans and ice packs.

    I take off work on Friday for the anticipated installation appointment. Friday afternoon rolls around and I call to confirm what time they are coming as I hadn’t heard anything from United Air Temp or AHS. United Air Temp then tells me it’s now going to be Monday before they repair it. Of course that is a NO GO! The temps were expected to and did rise to 95+ degrees over the weekend. We begged and pleaded for them to do something, no compassion, nothing. I called AHS, after being hung up on twice by different people from overseas, I finally got an American on the phone. The young lady Diamond I spoke to out of Georgia was the only person through this whole ordeal who showed an ounce of care. She informed me that the person at AHS who took my initial work order DID NOT mark the job as EXPEDITIED despite me telling them I am 9 months pregnant. She marked the order as EXPEDITIED and called the contractor to get some resolve of the situation. Again, it was as though AHS was at the contractors mercy and AHS had no control. The contractor told Diamond the same thing they told me, Monday would be the day. Diamond informed me that if the contractor comes with another excuse on Monday or if the part isn’t repairable to call AHS back because that’s a problem. Diamond offered and completed a concession form for me which means AHS will cover the costs of fans or a hotel stay UP TO $125. I then got a call saying we were on the hook for 7lbs of freon totaling $980. I said I would buy the freon elsewhere. United Air Temp said to both AHS and myself that they would not complete the repair if I didn’t purchase the freon from them… I could not believe this! They were holding my AC for ransom. I reluctantly agreed to pay for the freon. That evening I spoke with the “manager” Jerrell who promised he would have it back to us on Saturday. We asked him to call either wat to let us know if it would be Saturday or Monday. I got no call nor did he show up on Saturday.

    Fast forward to Monday, August 19th, I took off work to be home for the installation appointment. The “manager” of United Air Temp, Jerrell comes to my home to tell me the coil is not repairable and in order to get a new one I have to pay $1400 out of pocket AND it will be Tuesday, August 20th before they can install the brand new one. He had no remorse and showed no ownership for their lack of service. I called AHS while the contractor was in my home. I could never get anyone on the phone who spoke English. Even when I spoke to Rea in Retention, she still acted as if she could care less about the situation and literally told me “pay the $1400 or cash out (meaning find a contractor on my own)” The cash out option would essentially start the whole process over again adding additional days. Again, we felt forced into paying additional money that wasn’t the original plan.

    Paying the unexpected costs is not the issue (I’m thankful we are blessed to have it to pay). My issue is tomorrow makes a week with no air in my home while temps top 97 degrees!! The length of this service call could have been diminished had a competent contractor inspected the coil on the first day and concluded it was not repairable. Instead, they waited until yesterday, August 18th to inspect the coil… Only then did they conclude it supposedly had too many holes to repair. I would have paid the $1400 last Tuesday in order to guarantee I had air the last 7 days!!

    AHS is the most useless, unprofessional, unaccommodating, incompetent company I’ve ever dealt with on any level. Why pay you monthly, then pay the service call fee and get crappy service?! I’m canceling as soon as this job is complete.

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