Independent profile — not affiliated with American Home Shield
American Home Shield
American Home Shield (AHS) sells home warranty plans from Memphis, Tennessee and is a subsidiary of Frontdoor, Inc. This page sets out AHS's own claim, contractor, cancellation, renewal and dispute terms, BBB and Trustpilot figures as displayed on October 11, 2026, federal court records, and 464 reader complaints in the site's archive dated 2000 to 2013.
Complaints & Reviews on USAComplaints
USAComplaints currently maintains 464 historical complaints about American Home Shield, published between 2000 and 2013. No approved complaints have been published on this site during the last three years. For a current reputation snapshot, see the independent sources below.
- Consumer Report
- Consumer Report
- Ripoff, WasteOfMoney internet
- AHS DO NOT GET A WARRANTY from this company!
- Micro Wave Waveoff
- Inept at every level
- AHS-cannot get a copy of contract without starting service agreement - Copy of contract for AHS detailing exclusions and limitations and such
- Not Worth It
- A.H.S. What a RIPOFF. Their policies are what they want to cover when they want to cover it
- American Home Shield won't honor their Home Warranty Contract Internet
- Cancelled my contract due to "too many service requests"
- Air Doctors Fraudulental services
- AHS American Home Shield: Misleading crooks
- 1524 Highway 30 East Buyer Beware!
- AHS, American Home Sheild, AHS did not follow through, Sears, contractor did not deliver replacement range
- AHS Bad Service, Never fixes the problem without customer having to pay additonal money first
- Ahs sub-standard service contractor
- Rip off
- A rip off
- HOME WARRANTY COMPANY Beware they do not fix plumbling leaks in your home correctly. They will cause mold to grow do to their cheapness
Complaint Themes
Independent Sources
Shown for context — not merged with USAComplaints' own numbers.
Contacts
- Official website: https://www.ahs.com/
- Customer support (header): 1-800-858-1922 2 complaints mention this number
- Warranty services and sales (header): 1-888-682-1043
- Request service by phone: 877-730-4187
- Pause, transfer or change a plan: 844-300-5270
- Cancel a plan: 855-822-7419
- Notice of Dispute (arbitration, per sample plan agreement): [email protected]
Locations
| Type | Address |
|---|---|
| Headquarters | 3400 Players Club Parkway, Suite 300 Memphis TN 38125 |
American Home Shield claims, cancellation, renewal and disputes: what the company's own pages say (checked October 11, 2026)
American Home Shield (AHS) sells home warranty plans: a plan agreement under which AHS arranges and pays for covered repairs or replacements of listed systems and appliances, subject to the plan's limits, service fees and exclusions. The points below come from the AHS FAQs page and the sample plan agreement published on ahs.com, both opened on October 11, 2026. The agreement you receive controls, and AHS says samples vary by plan and state.
Request service. The FAQ lists three routes: online through MyAccount 24/7, in the AHS app, or by phone at 877.730.4187. It adds: "homeowner plan coverage begins 30 days after sign-up, after which you can submit requests any time. Real estate plans begin right away and do not have a waiting period."
How a request is approved. AHS says a request is approved when it determines the item is covered and the breakdown qualifies as a covered breakdown, and lists three factors: covered item, covered breakdown, and no applicable exclusions. It adds that "Charges for non-covered items may apply."
Service fee and timing. The FAQ says: "You can expect to pay a non-refundable service fee of either $100 or $125 each time you place a service request for a covered item", chosen when the plan is bought. On timing it says "we cannot guarantee that your service request will be completed within a certain period of time", citing scheduling availability, parts supply and the complexity of the issue. The sample agreement adds that the service fee "will not be refunded even if the Breakdown at issue is not covered".
If a breakdown is not covered: second opinion. The July 2024 sample agreement (section G, "Requesting a Second Opinion of a Breakdown Diagnosis") says that if you are told a breakdown is not covered you have "the right to request a second opinion within seven (7) days" of being informed, that you must pay an additional service fee when you ask, and that AHS will refund that additional fee if it determines the second opinion differs from the original diagnosis and the breakdown is covered. Check the agreement you received for state-specific terms.
Contractor. The FAQ says that in most cases you cannot choose your own repair Pro: "AHS will assign an independent, qualified repair Pro", and repairs may only be completed through an assigned network Pro unless AHS approves Outside Authorization. If a covered repair has a problem within 30 days of completion, the 30-day Workmanship Guarantee covers a return visit at no additional cost. If an item cannot be repaired, AHS says it provides a replacement similar in features, capacity and efficiency or, in some cases, a cash payment. The sample agreement (section H, cash-in-lieu) says the cash-in-lieu amount "will likely be less than the retail cost in your area to repair or replace the Covered Item" and that in some situations AHS may require you to accept it instead of a repair or replacement.
Cancel or change a plan. The FAQ says you can cancel at any time and suggests calling 844.300.5270 first to pause, transfer or downgrade; to cancel it directs you to 855.822.7419. It states that within the first 30 days AHS refunds agreement fees minus service and claims incurred, and after 30 days gives a prorated refund minus an administrative fee of up to one month's payment (where permitted by law) and service or claims costs. The sample agreement (cancellation section) says that within the first 30 days, if no service request was filed, AHS provides a full refund with no administrative fee, and adds "An additional 10% per month will be added to any outstanding refund amount that is not provided to you within forty-five (45) days after your Plan Agreement is cancelled."
Renewal. The FAQ says coverage renews automatically if automatic payments are set up, with notice 30 days before and the next year's agreement sent. The sample agreement says AHS will provide notice of any change to the plan price at least thirty (30) days before the renewal date. The sample agreement also says that if you do not contact AHS at least three (3) days before the plan renewal date the plan renews automatically and the payment method on file is charged. Check the renewal notice for the new price and date.
If you disagree with a decision. The sample agreement contains a section titled "MANDATORY ARBITRATION; CLASS ACTION WAIVER": disputes are resolved by binding arbitration before JAMS under its Streamlined Arbitration Rules, a written Notice of Dispute must be sent first (to [email protected] for AHS), and no arbitration can begin until AHS has had 30 days to evaluate and respond; AHS says it will reimburse filing, administration and arbitrator fees for claims totaling less than $10,000 unless the arbitrator finds them frivolous. State-specific amendments differ (for example, the Oklahoma amendment makes the outcome non-binding). Other routes: a complaint on the BBB profile, a report at reportfraud.ftc.gov, and your state's insurance regulator or attorney general; AHS's own annual report says that in certain states its home warranty business is regulated by state insurance regulators, including those of California, the District of Columbia, Florida and Texas, and in some states by other bodies such as the Texas Department of Licensing and Regulation and the Virginia Department of Agriculture and Consumer Services. State routes quoted from regulators' own pages (read October 11, 2026): the Texas Department of Licensing and Regulation says consumers may file a complaint online (tdlr.texas.gov/scp/scpfaq.htm) and suggests contacting the service contract provider first, and gives (800) 803-9202 (Texas only) or (512) 463-6599; the California Department of Insurance says that if a home protection company denies your appeal you may call 1-800-927-4357 or file an online Request for Assistance. Keep your service request numbers, dates and invoices.
Who American Home Shield is and who owns it
Entity. American Home Shield Corporation is a Delaware corporation listed as a subsidiary of Frontdoor, Inc. in Exhibit 21 to Frontdoor's Form 10-K for 2025; the same exhibit lists state-named subsidiaries (American Home Shield of Arizona, California, Florida, Iowa, Maine, Oklahoma, Texas, Virginia and Washington). The plan agreement names the provider's address as 3400 Players Club Parkway, Suite 300, Memphis, Tennessee 38125, and the 10-K gives the same Memphis address for Frontdoor.
Parent and scale. Frontdoor, Inc. (Nasdaq: FTDR) says in its 2025 Form 10-K that it operates under the American Home Shield, HSA, OneGuard, Landmark and 2-10 HBW brands, that it had approximately 2.1 million active home warranties across all brands as of December 31, 2025, and that it handles approximately 3.8 million home warranty service requests annually using approximately 17,000 independent contractor firms. These figures are for all brands combined, not American Home Shield alone. The AHS site lists HSA, Landmark and OneGuard home warranties as Frontdoor brands.
History as the company tells it. AHS's About page says "We invented the home warranty industry in 1971" and that it has "nearly 2 million members"; these are company statements. BBB's raw page data shows a business start of January 2, 1971. A 2012 AHS press release described the company as part of the ServiceMaster family of brands at that time; Frontdoor is the parent named in the current filings.
Product. AHS describes three homeowner plans, ShieldSilver, ShieldGold and ShieldPlatinum, and real estate plans named ShieldEssential, ShieldPlus and ShieldComplete. Its FAQ distinguishes a home warranty from homeowners insurance.
Complaint record: BBB, Trustpilot and the usacomplaints archive (as displayed on October 11, 2026)
BBB. The BBB profile for American Home Shield in Memphis (headquarters) shows a letter grade of B and says the business has been BBB Accredited since May 1, 1997 (raw page data; the rendered page showed one day earlier). The complaints tab says "14,707 total complaints in the last 3 years" and "4,287 complaints filed in the last 12 months"; the rating box on the main profile says "14,710 complaint(s) filed against business". The reviews tab shows an average of 1.28 out of 5 from 5,854 customer reviews, which BBB says are not used in the letter grade. BBB notes it may display only some complaints.
Trustpilot. The page for ahs.com shows 16,174 reviews and a TrustScore of 3.5, a profile claimed in June 2021 with a paid Trustpilot subscription; Trustpilot says it does not fact-check reviews. Trustpilot, BBB and the site's own archive are separate sources with different populations and are not added together.
usacomplaints.com archive. This site's archive holds 464 reader-submitted complaint posts that name American Home Shield, dated 2000 to 2013, and 3 further posts in which a contractor is named first and AHS second. They are unverified submissions by their authors. A keyword count over the 464 posts (a post can match several themes) is shown under Complaint Themes; for example, posts mentioning heating or air conditioning terms are the most numerous. This archive stops in 2013 and does not describe the company's current practice; for current terms, use the plan agreement. Posts that were duplicates, machine-altered text or contained no complaint facts were removed from the archive and are not counted.
Court record: lawsuits read on CourtListener and a 2012 press release
The entries below are the consumer-facing federal cases read for this page. Allegations in a complaint are not findings.
- Van Elzen v. American Home Shield Corporation (E.D. Wis., No. 1:24-cv-01206, filed September 22, 2024): a putative class action under the Telephone Consumer Protection Act over text messages sent to a number on the National Do Not Call Registry. On April 21, 2026 the court granted AHS's motion for summary judgment and directed entry of judgment. The decision did not accept AHS's consent defense on summary judgment; it held that AHS had shown reasonable practices and procedures to prevent violations and was therefore not liable for its error, assuming there was one.
- Johnson v. American Home Shield Corporation (W.D. Tenn., No. 2:25-cv-02347; filed December 20, 2024 as E.D. Va. No. 1:24-cv-02339 and transferred to W.D. Tenn., where the transfer was docketed on March 27, 2025): a putative class action classified as a TCPA case. On December 23, 2025 the parties filed a stipulation of dismissal with prejudice as to the named plaintiffs, with the putative class claims dismissed without prejudice, and judgment was entered the same day. The docket entries read do not state settlement terms.
- Abney v. American Home Shield (nationwide class action commenced May 26, 2009 in the Northern District of Alabama over broker compensation under the Real Estate Settlement Procedures Act): AHS's 2012 press release says the court issued a Final Approval Order on December 8, 2011, and that AHS "vigorously denied the allegations" and chose to settle because of defense costs.
A CourtListener search by case name on October 11, 2026 also returned other federal dockets naming the company, including employment-discrimination, website-accessibility and individual contract matters and a Delaware bankruptcy-court docket titled "American Home Shield"; this page does not describe them because they are not consumer-claim cases or their link to the company was not established.
Is American Home Shield Legitimate?
American Home Shield Corporation is a Delaware corporation and a subsidiary of Frontdoor, Inc., a company listed on Nasdaq (FTDR) that files annual and quarterly reports with the SEC. The company states in those filings that its home warranty business is subject to regulation, including by state insurance regulators in certain states. Its plan agreements published on ahs.com include state amendments naming state regulators and, for Oklahoma, a license number. BBB lists the company as accredited since 1997 with a letter grade of B, and also displays a large complaint count and a 1.28 out of 5 average of customer reviews. Trustpilot displays 3.5 from 16,174 reviews. Whether a particular claim decision was correct depends on the plan agreement and the facts of that claim, which none of these sources can establish; the company's regulatory filings say that legal and regulatory actions in the ordinary course are not expected to be material to its results.
Court & Public Records
| Case | Authority | Dates | Type | Outcome | Source |
|---|---|---|---|---|---|
| Van Elzen v. American Home Shield Corporation Docket No. 1:24-cv-01206 | U.S. District Court, E.D. Wisconsin | Judgment | Judgment entered Putative class action under the Telephone Consumer Protection Act alleging four text messages to a number on the National Do Not Call Registry. AHS said it had the plaintiff's express consent. On April 21, 2026 the court granted AHS's motion for summary judgment and directed entry of judgment; it did not resolve the consent dispute on summary judgment, holding instead that AHS had shown reasonable practices and procedures to prevent violations. The newest docket entry read is the judgment (entry 48). | Source | |
| Johnson v. American Home Shield Corporation Docket No. 2:25-cv-02347 | U.S. District Court, W.D. Tennessee | Dismissed | Dismissed Putative class action classified on CourtListener as a Telephone Consumer Protection Act case. The complaint was filed on December 20, 2024 in the U.S. District Court for the Eastern District of Virginia (No. 1:24-cv-02339); the Justia docket shows the case transferred in to the Western District of Tennessee on March 27, 2025 (entry 24). On December 23, 2025 the parties filed a stipulation of dismissal with prejudice, each party to bear its own costs and fees, with the putative class claims dismissed without prejudice; a judgment entry is dated the same day. Settlement terms are not stated in the entries read. | Source | |
| Abney v. American Home Shield Docket No. 2:09-cv-01018 | U.S. District Court, N.D. Alabama | Settled | Settled Nationwide class action, commenced on May 26, 2009 in the Northern District of Alabama, Southern Division (a later federal order in a California case describes it as No. 2:09-1018 RDP and its class period as beginning May 26, 2008), alleging violations of the Real Estate Settlement Procedures Act through AHS's compensation of real estate brokers. AHS's 2012 press release says the Final Approval Order was issued December 8, 2011 by Judge R. David Proctor, that AHS 'vigorously denied the allegations', and that it settled because of the potential expense of defense. The settlement concerned broker compensation practices, not consumer claim denials. | Source |
Related Complaints
Names this company in a role other than the primary subject — not necessarily current or complete.
Company Relationships
- Owned by: Frontdoor, Inc.
Frequently Asked Questions
How do I request service from American Home Shield?
The AHS FAQ lists three routes: MyAccount online 24/7, the AHS app, or by phone at 877.730.4187. It says homeowner plan coverage begins 30 days after sign-up, while real estate plans begin right away with no waiting period.
How do I cancel an American Home Shield plan?
The FAQ says you can cancel at any time and directs cancellations to 855.822.7419, after suggesting 844.300.5270 for options such as pausing, transferring or downgrading. It states that cancelling within 30 days refunds agreement fees minus service and claims incurred, and that later cancellations receive a prorated refund minus an administrative fee of up to one month's payment where permitted by law and any service or claims costs.
How does American Home Shield decide whether a repair is covered?
AHS says approval depends on three factors: the item must be covered by the plan, the failure must be a covered breakdown, and no limitation or exclusion may apply. It tells members to review the plan agreement for service fees, limitations and exclusions, and says charges for non-covered items may apply.
Can I choose my own contractor with American Home Shield?
The FAQ answers 'In most cases, no': AHS assigns an independent repair Pro from its network, and repairs may only be completed through an assigned network Pro unless AHS approves Outside Authorization in limited situations.
Will my American Home Shield plan renew automatically?
The FAQ says coverage renews automatically if automatic payments are set up, with notice 30 days before and the next year's agreement sent for review. The sample plan agreement says the plan automatically renews and that AHS will give notice of any change to the plan price at least thirty (30) days before the renewal date.
What does the American Home Shield plan agreement say about disputes?
The July 2024 sample agreement for 'All Other States' contains a section titled 'MANDATORY ARBITRATION; CLASS ACTION WAIVER': binding arbitration before JAMS under its Streamlined Rules, a written Notice of Dispute to [email protected] first, and a 30-day period for AHS to respond before arbitration can start. AHS says it reimburses fees for claims under $10,000 unless frivolous. State amendments vary, so read the agreement you were given.
Who owns American Home Shield?
Exhibit 21 to Frontdoor, Inc.'s 2025 Form 10-K lists American Home Shield Corporation, a Delaware corporation, among Frontdoor's subsidiaries. Frontdoor's 10-K says it operates under the American Home Shield, HSA, OneGuard, Landmark and 2-10 HBW brands.
Where can I complain about American Home Shield besides the company?
Options include the complaint form on the BBB profile, a report at reportfraud.ftc.gov, and your state attorney general or state insurance regulator. Frontdoor's 10-K says state insurance regulators including those of California, the District of Columbia, Florida and Texas regulate its home warranty business in certain states.
What do BBB and Trustpilot show for American Home Shield?
As displayed on October 11, 2026, BBB shows a letter grade of B, 14,707 complaints in the last 3 years and an average of 1.28 out of 5 from 5,854 reviews; Trustpilot shows 3.5 from 16,174 reviews. These are separate sources and are not combined.