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:01/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  The American Home Coverage service technicians have asked me on two separate occasions to use my homeowners' insurance company to file a claim for a plugged line in my basement. I have paid every month for almost a year for this home warranty and the company has not provided me with service. The second call for service was made on 1/21/2025. I received a call 48 hours later and then was told that a technician could not come out until the following week on Monday, January 21, 2025, a total of 8 days after requesting service for a clogged line. The technician was supposed to be at my home today at 10:00 a.m. I had to call the company an hour after no one showed up to be told that the technician called out sick. I was told that they might be able to get someone out tomorrow. This is unacceptable. I want a full refund for the monies paid the year and the $75.00 that I paid for a service call that did not happen.

  Business Response

  Date: 02/11/2025

  At American Home Coverage, we take customer concerns seriously and always strive to provide timely and effective service. The plumbing claim was placed on 1/21/2025, and a technician was assigned, who contacted the customer to schedule the visit. Unfortunately, on the scheduled service date, the assigned technician was unavailable, and their scheduled jobs had to be reassigned to the other technicians. As a result, the customers appointment was pushed to the next day.
  
  The customer opted to cancel their policy rather than proceed with the rescheduled service. Per their request, we processed the cancellation, ensuring no further charges would be incurred. We have also refunded the service fee of $75, attached above is the record.
  

  American Home Coverage remains committed to assisting our customers and handling service concerns as efficiently as possible.

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22863304
  
  I am rejecting this response because:

  Yes, I received my $75.00 back after contacting my bank to assist me with this issue. However, I believe that waiting over a week for a plumber to arrive for a backed up main water line is completely unacceptable. On the day the plumber was supposed to come I was not notified that someone would not be coming out to the property after making arrangements for someone to be at my home to let the plumber in. I had to make a phone call to them to ask what happened. Back in November I tried to use this same home warranty for a plumbing issue and I was told to call my home warranty company to get assistance. I have been paying this company almost $600.00 for the year for not receiving the service that I desperately needed. We couldn't flush toilets and take baths. I am asking for a full refund of what I have paid to this company as I have paid on an agreement that I kept up with by making my monthly payments, but they have not. 

  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 02/21/2025

  We understand the frustration that can arise in such situations and remain committed to providing our customers with timely service while addressing concerns professionally. While we regret that the customer was not satisfied with their experience, we must clarify several key points regarding their claim and coverage terms.
  
  
  1. Service Was Processed Promptly and a Technician Was Scheduled
  The customer placed a plumbing claim on 1/21/2025, and we promptly assigned a qualified technician to the case.
  The technician contacted the customer within 48 hours which falls within our standard service window.
  The technician scheduled the appointment for 1/29/2025 (Monday), ensuring that service was set up within a reasonable time frame.
  
  
  2. Unexpected Technician Absence and Immediate Rescheduling
  Unfortunately, on the scheduled day, the technician became unavailable due to illness. This was an unforeseen circumstance beyond our control.
  As soon as this was reported, our team immediately worked to reschedule the customer for the next day.
  Instead of proceeding with the rescheduled appointment, the customer opted to cancel their policy.
  
  
  3. Refund of the Service Fee and Waiver of the Cancellation Fee
  We acknowledge the inconvenience and fully refunded the $75 service fee.
  The customer also requested policy cancellation, which we processed immediately.
  As stated in Section J.1 of the Home Warranty Agreement, a $25 cancellation fee applies, but we waived this fee as an additional goodwill gesture.
  
  
  4. No Basis for a Full Refund of Monthly Payments
  The customers monthly payments covered active warranty service each month.
  The policy was month-to-month, meaning each monthly payment ensured coverage for that period, regardless of claim usage.
  As outlined in Section B, Clause 4 of the Home Warranty Agreement, policy payments are not refundable once the month has passed:
  For monthly agreements, the Agreement Price is due in monthly installments on or before the same date each month, as found in the Account Summary.
  The customer had active ****************** for nearly a year and could have submitted additional claims at any time. Refunding payments for months in which coverage was available and provided is not warranted.
  
  
  5. Misrepresentation of ************* Denial
  The customer references a prior plumbing issue in November, claiming that service was not provided.
  Our records show that the customers issue in November was determined to be outside of our coverage, as outlined in ********************** and Exclusions) of the agreement.
  American Home Coverage only provides coverage for specified claims under the agreement. If a claim falls outside of the covered scope, we inform the customer accordingly, just as we did in this case.
  
  We believe that we have handled this case fairly and in full compliance with our agreement:
   Claim was processed within the correct timeframe
   Technician scheduled a visit within industry standards
   Rescheduling was promptly offered after an unforeseen absence
   Full refund of the $75 service fee was issued
   The $25 cancellation fee was waived as a courtesy
   Monthly payments covered active service periods and are non-refundable
  
  While we understand the customers frustration, the request for a full refund of all payments is not supported by the contract they agreed to. Their policy was active each month, and they had full access to covered services during that time.
  
  We consider this matter resolved with the service fee refund, waiver of the cancellation fee, and policy cancellation. No further action is warranted.

  
  Sincerely,
  American Home Coverage 

• Initial Complaint

  Date:07/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  I purchased a home warranty for all my appliances for a whole year. The price was around ******. Two weeks later my air conditioner needed to be serviced. The customer service rep stated it had to be at least a month before i filled the claim. I called back within the time frame that they specified and they transferred me to a supervisor. The supervisor stated that they could not fix my air conditioning because I had already called in. Im not sure what the point of getting a home warranty is if they are not going to cover what was promised when the warranty was purchased. This seems extremely unethical and like terrible business practice just to rip customers off.

  Business Response

  Date: 07/29/2024

  Dear BBB Team,
  Regarding the complaint filed by ***********************, we appreciate the opportunity to address the concerns raised and provide clarification.

  **************** purchased home warranty coverage, which includes a standard 30-day waiting period before claims can be processed, to ensure all systems and appliances are working properly. Unfortunately, his air conditioner issue arose within this waiting period, and as per our policy, claims initiated during this period are not covered.

  To resolve the matter and uphold our commitment to customer satisfaction, we promptly issued **************** a full refund of $569, the total amount of his warranty purchase. We strive to maintain transparent and ethical business practices and regret any inconvenience **************** experienced.
  Please feel free to contact us if you require any further information or clarification on this matter. Thank you for your attention to this issue.