Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/06/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our AC has been down for 3 days. They took *************************************************************************************** the supervisors number.We were not told of charges to include work permit and code violations.Home was purchased on 7/15 and inspection showed no violations.They have been very rude especially ***** and we have children in the home Zero lack of empathy and professionalism.We should at least be told what we are paying for or provided an itemized list. Yelp reviews also has stated that they charge bogus claims to insurance just look at reviews.I told them it's unsafe for my children in the home and cannot even provide portable ac units

  Business Response

  Date: 08/27/2024

  Here is the call status from this customer
  
   
  
  Customer Called Warranty American Home Shield and Dispatch was assigned to contact customer within 24 business hrs to schedule appointment on 8/4/24 10:04 am ************* is closed. (Tagged Not a emergency call homeowner has 2 ac units)
  
   
  
  We contacted customer 8/5/******** am and scheduled 11 am to 2 pm Same day
  
   
  
  Technician arrived 8/5/24 11:47 am and was on site until 12:46 pm found that compressor is pulling high amps and shutting down on thermal overload.
  
   
  
  8/5/24 3:11 pm Customer called upset that we did not submit to her home warranty we informed her we need up to 24 hrs to get the quote built and sent to warranty.
  
   
  
  8/6/24 9:45 am our autho department submitted report to have compressor replaced
  
   
  
  On 8/6/24 AHS informed us the compressor replacement was approved but customer had $2970 in out-of-pocket cost not covered for repair customer was upset she was not fully covered and we let her know that the warranty had an upgrade program to get a whole new condenser so we notified AHS to send condenser upgrade quote in which they did for $2937.94
  
   
  
  8/7/24 Customer called into office asking why she is not fully covered for repair we notified her that we are just a contractor and not the home warranty that they would have to go over her coverages with them. She was upset and wanted a manager to call her back. I called the wife later that day to explain why we dont have the info to give her and she cut me off saying that I need to talk to her husband and that he would call me back.
  
   
  
  Customers husband never called us back and then she started leaving a bunch of 1-star reviews on our ****** page 13 total and a couple on yelp with all variations of her name as the user.
  
   
  
  On 8/8/******** am we notified ****** and customer of the spam accounts and informed her that its ok to leave her 1 review of the company but that the owner was going to file a civil defamation suit against her and she removed all the fake reviews she left.