Business Profile

Home Warranty Plans

American Home Shield

Headquarters

Complaints

This profile includes complaints for American Home Shield's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

18,422 total complaints in the last 3 years.
5,016 complaints closed in the last 12 months.

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Submit a Complaint

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:03/29/2023
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.
Since December 16, 2022 I have been without a functioning furnace. After four and a half winter months, numerous service calls and attempts to repair the furnace it was determined the furnace needed to be replaced. American Home Shield agreed to replace the furnace but denied $918 of the contractor's bid stating the components and labor needed to install the furnace were considered modifications to bring the house "up to code". Numerous calls and email conversations from the contractor and myself to American Home Shield in an effort to explain that the current furnace is up to code and the denied parts and labor are strictly to get the furnace converted to propane and have it installed took several hours, unbelievable red tape and in the end no resolution. American Home Shield is still refusing to pay for the necessary parts and labor to have the furnace converted to propane and have it installed. Installation of a covered item is included in the coverage according to the contract. In addition, on March 3, 2023, American Home Shield took a monthly payment after they had agreed to waive the remaining premiums. Numerous calls have been made and after denying the offer was made further review confirmed the offer was made and I was reassured that the refunds had been issued. However, I have not received a check or credit to my credit card account for the refunds, which total approximately $50.
Business Response
Date: 04/04/2023
April 4, 2023

*********
BBB of the Mid-South
************************************;
*******, ** 38125

RE:      *********************; AHS Plan No. *********; BBB Complaint Case No. 19871230

Dear Ms. ********************************** (AHS) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.

I have reviewed AHSrecords with regard to the customers complaint. AHS authorized the replacement of the furnace in accordance with the terms of the warranty plan. There were some items necessary for the replacement that are not covered by the warranty plan, including upgrades to current code requirements. The charge to the customer for items not covered by the ********************** plan is $918. When the company is in possession of the replacement equipment, they will contact ************** to schedule an appointment to complete the installation. AHS has agreed to waive warranty plan fees in the amount of $49.57.

Thank you for your consideration.

Sincerely,

AMERICAN HOME SHIELD CORPORATION
Customer Answer
Date: 04/04/2023
There are no modifications needed to meet new code regulations. According to the contractor the items needed are not to meet codes, they are needed for installing the furnace.
I do appreciate the premium adjustment. I also appreciate the timely response.
Customer Answer
Date: 04/05/2023
Not only have I not received the refund, today American Home Shield took out another $49.57. Now I am requesting that this charge also be refunded. I am also asking that American Home Shield stop withdrawing funds from ny account as my premium is paid under June.
Thank you.
Customer Answer
Date: 04/06/2023

From the CONSUMER:
Sent 4/4/2023 4:41:36 PM
There are no modifications needed to meet new code regulations. According to the contractor the items needed are not to meet codes, they are needed for installing the furnace.
I do appreciate the premium adjustment. I also appreciate the timely response.
From the CONSUMER:
Sent 4/5/2023 9:31:31 AM
Not only have I not received the refund, today American Home Shield took out another $49.57. Now I am requesting that this charge also be refunded. I am also asking that American Home Shield stop withdrawing funds from ny account as my premium is paid under June.
Thank you.
Business Response
Date: 04/11/2023

April 11, 2023

*********
BBB of the Mid-South
************************************;
*******, ** 38125

RE:      *********************; AHS Plan No. *********; BBB Complaint Case No. 19871230

Dear Ms. ********************************** (AHS) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.

AHS previous correspondence accurately stated the information in our records. As stated previously, some items necessary to replace the furnace are not covered by the warranty plan. As a one-time courtesy, AHS has agreed to waive a portion of the charges not covered by the warranty plan. Payment of warranty plan fees is rightfully due. As a courtesy, AHS has also agreed to waive an additional warranty plan fee in the amount of $49.57.

Thank you for your consideration.

Sincerely,

AMERICAN HOME SHIELD CORPORATION
Initial Complaint
Date:03/29/2023
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 am a platnium customer. In 2017 I had my Hot Water Heater replaced by AHS. On 3-15-23 my *********** noticed a water pressure problem. I contacted our water company Aqua and was informed we had a faulty Pressure Reducer Valve and that a code implemented prior to having our Water Heater Installed required a Thermal Expansion Tank. I called AHS and on Monday 3-20-23 **************** came and explained that due to no thermal expansion tank the water pressure valve began to leak. Initially I was charged for both parts! The plumber called AHS and argued that it was the fault of the Plumber who installed the Hot Water Heater and my charged was lowered to $475.00. I feel it is unfair that I should pay for any part. I have been a loyal customer and introduced ********************** to 5 customers AHS would not have because I was so happy with previous service. I feel confident that this will be reviewed and I will be reimbursed for the $475.00.
Business Response
Date: 04/01/2023
April 1, 2023

*************************************
BBB of the Mid-South
*******************************
*******, ** 38125

RE: ***************************; AHS Plan No. *********; BBB Case No. 19871187

Dear **************************:

American Home Shield ("AHS") is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.

I have reviewed AHS records regarding this matter. AHS does apologize for the plan holders frustrations regarding this matter. Although not obligated, AHS has agreed to reimburse the plan holder up to the $475 indicated on this complaint. AHS request the plan holder reject this response, attach the paid invoice showing the $475 was paid, and confirm their proper mailing address. Alternatively, the plan holder may email the requested information directly to ************************************************************. AHS will await the requested information.

Thank you for your consideration.

Sincerely,
American Home Shield Corporation
Initial Complaint
Date:03/29/2023
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.
RE- Contract ID ********* Dispatch- ********* I made a claim regarding an electrical outlet that was not working. The electrician at ******************* spent less than 2 minutes on my property, did not try to troubleshoot it at all, and then said it wasn't covered because of access issues. I told him he could go in the house and he refused and just left. I had to go and hire my own electrician that was easily able to troubleshoot this as a tripped GFCI inside my garage and repaired it. I am requesting that I be refunded by trade service fee and paid the $100 payment I made to an electrician that actually took 5 minutes to fix the problem.
Business Response
Date: 04/07/2023
Date: April 7, 2023

*******************;
BBB of the Mid-South
************************************;
*******,** 38125

RE: *******************; AHS Plan No.601022368;BBB Case No. 19870791

Dear Ms. **************************************** (AHS) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.

Thank you for the opportunity to assist ************** with his complaint. I have reviewed AHS records and find that an electrical service request was placed on 03/24/2023 and assigned to ******************* for service. The vendor reported the diagnosis to AHS advising that the outlet was surface mounted to the house for the sprinkler system and is fed from underground, the technician also advised that the wall would need to be opened up for access. AHS denied the repairs due to being outside the foundation of the home.

Per contract section C1c it advises that AHS will not reimburse for services performed without its prior approval. ************** was not authorized to use his own vendor. In the future, if ************** does not agree with the diagnosis reported to AHS by the assigned contractor, he can request a second opinion.

I have reviewed **************** invoice and will reimburse the full invoice cost of $100. ************** will receive the reimbursement via mail in ***** business days. In addition, AHS will reimburse the $75 trade service fee. ************** will receive the service fee reimbursement back to the original payment method in ***** business days.

Sincerely,
American Home Shield of **********, ****
Initial Complaint
Date:03/29/2023
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.
My nine year old child is receiving mail from this company soliciting purchase of home warranty. I called to inquire why and how this company has my child's name and address and could not get an answer. Clearly there is a broken step in their systems putting my child at risk of identity theft.
Business Response
Date: 04/10/2023
April 10, 2023

***************************
BBB of the Mid-South
*******************************
*******, ** *****

RE: *************************; AHS Plan No.; BBB Case No. 19870772

Dear ***************************:

American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.

We truly appreciate the valuable feedback from ************************* and allowing us the opportunity to assist with bringing the do not solicit request to a resolution. AHS apologizes for any inconvenience this may have caused. On April 10, 2023,AHS submitted a request to have Tum ******** place *** our do not solicit list. This matter is considered resolved.

Thank you for your consideration.

Sincerely,

American Home Shield Corporation
Customer Answer
Date: 04/10/2023

Complaint: 19870772

I am rejecting this response because there is no resolution to my request regarding verifying age of contacts prior to solicitation, thereby risking potential identity fraud. Simply adding my child to a no solicitation list does not prevent this from happening to any other minors who may be on contact lists. While it may be a common marketing approach, it is quite frankly, lazy and irresponsible to blindly solicit any name and address combination received from contact lists. I implore this business to evaluate their practices and strive to achieve a bit more professionalism.

Sincerely,

*************************
Business Response
Date: 04/17/2023
April 17, 2023

***************************
BBB of the Mid-South
*******************************
*******, ** 38125

RE: *************************; AHS Plan No.; BBB Case No. 19870772

Dear ***************************:

American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.

Thank you for sharing your feedback, ********************. This is the catalyst we need to help us facilitate and implement process improvements, and we want to thank you for sharing the additional feedback and concerns. Your feedback has been forwarded to AHS's **************** for review.

Thank you for your consideration.

Sincerely,

American Home Shield Corporation
Initial Complaint
Date:03/29/2023
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.
Seeking assistance with dispatch *********- was told that AHS would not cover tankless water heater because it 1. A tankless water heater and 2. Because it was a pre-existing condition. The contract doesnt in anyway support a denial for coverage. We have been under contract with you since 2020 and you have worked on this unit in 2021 and 2022 so obviously not a pre-existing condition. Have explained this multiple times to escalation department but they just tell me to call back the next day with no resolution. Please expedite to remedy the problem this is not acceptable. This is now the second time I have had to contact BBB regarding your business practices.
Customer Answer
Date: 04/01/2023
The issue at hand needs to be reviewed as one case in order to make an appropriate ruling on actual replacement costs. Dispatch #********* and #*********. Having us pay to move this unit to the interior of the garage is because AHS is failing to meet its contractual requirements.

Section C(7)- AHS will use reasonable efforts to install Covered Items or parts of Covered Items of similar capacity, capability, color, and finish but AHS is not responsible for matching dimensions or brand.
Furthermore contract also states:
Section 1. Heating- all components and parts of the following heating systems- Hot Water. Covered Item, if such repair or replacement requires component or part upgrades to maintain compatibility, AHS will cover such connections, plenums, and indoor electrical lines up to and including the disconnect. Not covered: outside or underground piping (which this is not).   Then from your own website it also states under water heater warranty coverage Shield platinum plan covers up to $1000 of code required changes, permit fees, or modification costs.

We currently have two exterior cabinets on our garage wall that utilize two tankless water heater units with a communication cable that connects the two units. Our first call to AHS was on 1/4/23 so we have been at this for over 90 days.

There are currently units available on the market by Rinnai RL94EN that could simply be purchased by AHS and installed in the existing cabinets thus negating the costly modifications. AHS has stated that they dont have a supplier to purchase these units. If that is the case then the only way that AHS can fulfill their contractual obligation to maintain function is by utilizing one unit over two which will REQUIRE that the unit be moved indoors therefore necessitating modifications. Based on contract you are required to cover these fees in order to maintain function.

Business Response
Date: 04/10/2023
April 10, 2023

***************************
BBB Serving the Mid-South
************************************************************

RE:          ***** & *************************, AHS Plan No. *********; BBB Case No. 19870597

Dear ***************************:

American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.

AHS has previously responded to Ms. ****** BBB Case number ******** with respect to the water heaters. Per my previous letter dated April 7, 2023, ************** can allow the service contractor to replace the water heaters and be responsible for any non-covered modifications;or ************** may accept the offered cash reimbursement in lieu of the water heater replacements based on AHS costs. ************** may contact AHS directly at ************** to advise of which option is decided upon.

Thank you for your consideration.

Sincerely,
AMERICAN HOME SHIELD OF *******, INC.

********************;
Claims Resolution Specialist
******************************************************************************
Fax:************
Email: ************************************************************
Customer Answer
Date: 04/17/2023

Complaint: 19870597-

I am rejecting this response because:
Thank you for your reply.

Unfortunately or fortunately depending on your point of view some of your representatives have been able to discuss your vendors contract with me. The cash in lieu amounts that you are attempting to provide simply dont add up.
You know as well as I do that in the case of IPlumb they were replacing our left Rinnai unit with a Navian NPE-210S2- approximate retail is $1589 order was placed by AHS through ******** on 3/3/22 and your approximate cost was $1278. The invoice was held in AHS name not IPlumb.
Cash in lieu offer $1292

Then in the case of Summit they are replacing our right Rinnai also with a Navian unit but a larger one at that NPE-240A2- approximate retail is $1791-
Cash in lieu offer $595

As a former (now retired) National Buyer for Nordstrom, I am a subject matter expert on gross margin, mark up etc. It would be impossible that you are receiving a cost of $595 for a product that retails in the $1800 range even at the highest volume discount. Unless you substituted the quoted unit with a sub par replacement.

In addition, in both cases you have failed to provide any cash in lieu for labor and disposal.

As I have stated before I am trying to prevent taking this to arbitration and court but you continue to fail to want to come to a resolution on this matter. I would suggest that you review both bids thoroughly for accuracy.

Thank you for your urgency on this matter.

Sincerely,

*************************
Customer Answer
Date: 04/25/2023
Better Business Bureau,
Thank you for your assistance in helping to remedy this issue. AHS is offering a total cash-in-lieu amount of $2,884.10, I have agreed to accept their offer.
Appreciate your time,
*************************
Business Response
Date: 04/26/2023
April 26, 2023

***************************
BBB Serving the Mid-South
************************************************************

RE:          ***** & *************************, AHS Plan No. *********; BBB Case No. 19870597

Dear ***************************:

American Home Shield (AHS) is in receipt of your letter enclosing additional correspondence from ***************

The records indicate that ************** accepted AHS reimbursement offer, and two reimbursement checks (#******** & #********) in the amount of $1,442.05 were sent to ************** on April 24, 2023, making a total reimbursement in the amount of $2,884.10. Therefore, AHS will be closing its file.

Thank you for your consideration.

Sincerely,
AMERICAN HOME SHIELD OF *******, INC.

********************;
Claims Resolution Specialist
******************************************************************************
Fax:************
Email: ************************************************************
Customer Answer
Date: 04/26/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

Sincerely,

*************************
3135 S *****************
***********, ** 85118
Initial Complaint
Date:03/29/2023
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.
March 2023 hot water heater (80 gallon) broke, they replaced with lessor gallon (50) that does give enough hot water. Called company and spoke ******* who then read my contract section A-4 which said will replace with similar features, capacity and efficiency. I was told that this company should have replaced my ******************************************************************* no we don't do that it says similar capacity. When asked to speak to his manager he told me that the complaint stopped there as upped management does not take calls. Now I am stuck with a hot water heater that only gives about a ten to 15 minute hot shower and does not even fill my jacuzzi tub. Worst warranty service ever. Please just replace my water heater to the original size
Business Response
Date: 04/07/2023
Date: April 7, 2023

*******************;
BBB of the Mid-South
************************************;
*******,** 38125

RE: *****************************;AHS Plan No.615330888; BBB Case No. 19870489

Dear Ms. **************************************** (AHS) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.

Thank you for the opportunity to assist ********************** with her complaint. I have reviewed AHS records and find that Ms. ********** contract advises that AHS is responsible for installing replacement equipment and parts of similar features, capacity, and efficiency, but not for matching dimensions, brand or color. AHS does not provide 80-gallon water heaters. Records show that Ms. ********** water heater was replaced with a 50-gallon water heater with a mixing valve that provides the same efficiency as an 80-gallon water heater

Sincerely,
American Home Shield of **********, Inc.
Customer Answer
Date: 04/07/2023

Complaint: 19870489

I am rejecting this response because:
Yes we have a mixing valve however the ******* indicated that we needed a the 55w not 45w to get enough hot water and they also felt that the water got cold after 5 to 10 minutes. They also indicated that we need need a heater valve all of which they tried to get approved and you denied. All I am asking for is the same amount of hot water that I had and not 5 to 10 minutes. If you approve the last two items that the ******* request to fix this issue I will be content
Sincerely,

*****************************
Business Response
Date: 04/17/2023
Date: April 17, 2023

*******************;
BBB of the Mid-South
************************************;
*******,** 38125

RE: *****************************; AHS Plan No.615330888; BBB Case No. 19870489

Dear Ms. **************************************** (AHS) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.

The booster heater and **** elements are modifications and are not covered by the warranty.

To amicably resolve this complaint, AHS will concession the non-covered cost of the booster heater and element. The vendor has been notified that the cost will be concessioned and will contact ********************** directly to schedule an appointment to complete the repairs.

Sincerely,
American Home Shield of **********, ****
Initial Complaint
Date:03/29/2023
Type:Order 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 renewed my contract with AHS December 2023. Prior to renewal I spoke to AHS regarding adding electronics and roofing to my account, but needed to wait until my renewal date. I was told roofing would be covered along with shingles replaced. I added the extra service and went from $45 to $79.49. I later found out that only $230 would be coverage for roofing, and requested an explanation and my contract modified. I spoke to a supervisor who said the call would be pulled and would contact me. I am still waiting on a call back regarding this. When I contacted AHS I was told could only be modified within 60 days, which I did contact them within weeks of the contract. AHS would not even allow me to be able to talk to their consumer department to talk about the modificaton nor would a supervisor allow me to speak to anyone to modify the contact. I have made numerous calls and still no resolution. No one seems to know what is going on. I have had to repeat myself each time I call and they act as if this is the first time I have contacted them about it. It is horribble! My request is to have my contact modified as I requested.
Business Response
Date: 04/10/2023
April 10, 2023

*************************************
BBB of the Mid-South
3693 *************
*******, ** *****

RE: *********************; AHS Plan No. ********* ;BBB Case No. 19870025

Dear *************************************:

American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.

We truly appreciate the valuable feedback from ********************* and for allowing us the opportunity to assist with bringing the roof coverage request to a resolution. According to our records, the contract was renewed on December 25, 2023. The contract was upgraded from Gold to Platinum. The Platinum Shield contract covers everything the Gold Shield covers in addition to roof leaks coverage.

Section G.2. of the warranty provides ROOF LEAK REPAIR COVERED:Roof leaks. NOT COVERED: Metal roofs; partial or full green roofs (eco-roofs);items penetrating the roof (such as skylights, chimneys, and vents);roof-mounted installations (such as solar panels) and leaks associated with their attachment to the roof; gutters and downspouts. NOTE: AHS will pay up to one thousand five hundred dollars ($1,500) total per agreement term for the repair of roof leaks.

Unfortunately, AHS is not able to modify the contract, if the coverage listed is not as expected, the plan holder can contact AHS customer ********************** to either change to a different plan that is more suitable for the plan holder or cancel the contract as a whole.

Thank you for your consideration.

Sincerely,

American Home Shield of *******, ***
Customer Answer
Date: 04/12/2023

Complaint: 19870025

I am rejecting this response because: I have contacted AHS numerous times to change my contract and was advised I could not because it had to be cancelled within a certain time frame. I contacted AHS several times within weeks of the renewal and was told, they were going to pull the call to hear what the sales agent said about the roofing. I never heard from anyone and continued to call and asked for a supervisor and was told I could not change it. Its as if no one is listening to my concerns. This is the reason I had to take this route to bring it to someone attention and resolved once and for all please. If the change is a option, please send a contact I can call to make this happen.

Sincerely,

*********************
Business Response
Date: 04/17/2023
April 17, 2023

*************************************
BBB of the Mid-South
3693 *************
*******, ** 38125

RE: *********************; AHS Plan No. ********* ;BBB Case No. 19870025

Dear *************************************:

American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.

After further review, it is found that AHS has previously and accurately advised ********************* as it pertains to the contract modification.

Unfortunately, AHS is not able to modify the contract. The roof repair coverage is a part of the Platinum Shield contract and cannot be removed. If the coverage listed is not as expected,the plan holder can contact AHS customer ********************** department to either change to a different plan that is more suitable or the plan holder can cancel the contract in its entirety.

Thank you for your consideration.

Sincerely,

American Home Shield of *******, ***
Customer Answer
Date: 04/24/2023

Complaint: 19870025

I am rejecting this response because: I was informed by AHS that they have to follow guidelines and would not modify *********. I need a contact there to get this taken care of instead of going back and forth with this.

Sincerely,

*********************
Initial Complaint
Date:03/29/2023
Type:Sales and Advertising 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 have had american home shield as my home warranty and I have begged to be contact by someone high up in the company to help resolve my issues till this day no one has reached out to me I am going to file formal charges if Im not contact with in two weeks ************ is awful to deal with I hate I have even bother to spend my money on a warranty due to lack of service even the vendors they have contracted hate them and say that they are so bad to do business with. As a person who pays for a service and not to get a return phone call when there is a issue is just poor customer ********************** I will NEVER recommend them to anyone
Business Response
Date: 04/05/2023
April 5, 2023

***************************
BBB of the Mid-South
************************************************************

RE:***************************; Address; ******************************; BBB Case No. 19869944

Dear ********************:

American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.

I have reviewed AHS records and find that an AHS renewal agreement plan for the property at ****************************************************************************** went into effect on July 10, 2019, and was cancelled on August 2, 2019.

Another AHS agreement plan under ************** is for the property address ******************************************************** and the account is active. A service request for the air conditioning system was placed on May 3, 2022, and AHS authorized for a repair. Unfortunately, I am unable to determine the source of the complaint filed by **************.

************* may respond to this letter with more detailed information regarding the nature of her complaint and verify the address of the property. I will be happy to further assist with this matter once the information has been received.

Thank you for your consideration.

Sincerely,

American Home Shield Corporation

*************************
Claims Resolution Specialist
Initial Complaint
Date:03/29/2023
Type:Order 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.
I attempted to cancel my contract (*********) on 3/27/2023 due to selling my home. The cancellation department was not available. I was told that they would call me back and a note was put in my file. I saw a pending charge on my account on 3/29/2023 and contacted AHS to cancel my contract. My contract was cancelled via the phone call, but I now have a bill for $109.85 due to having to pay an administrative cancellation fee equal to one month payment. I told the representative that I did not want to pay a cancellation fee and she said "Ok," and then emailed me a bill under the guise that it was confirmation of the cancellation. The cancellation date is 3/29/2023 in the email, which is not the date I attempted to cancel the contract. I request that the remaining balance be waived.
Business Response
Date: 04/01/2023
April 1, 2023

*************************************
BBB of the Mid-South
*******************************
*******, ** 38125

RE: *********************; AHS Plan No. *********; BBB Case No. 19869942

Dear **************************:

American Home Shield ("AHS") is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.

I have reviewed AHS records regarding this matter. Although not obligated, in an attempt to resolve this matter amicably, AHS has agreed to waive the rightfully due remaining balance owed on this warranty plan ($109.85). The plan holder may disregard any ******** and/or emails received regarding this balance dated within the next 10 to 14 business days.

Thank you for your consideration.

Sincerely,
American Home Shield Corporation
Customer Answer
Date: 04/01/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

Sincerely,

*********************
*********************************
********, ** 16415
Initial Complaint
Date:03/29/2023
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.
I filed a repair request on Sunday March 26th in regards to our refrigerator being broken. The company they assigned to us (****************** and Rescue) never called. Tried calling the company (****************** and Rescue) multiple times however always got voicemail. Contacted American Home Shield Monday March 27th later in day to let them know we have not received a call and this was very important since most of our food went bad. They called the company ****************** and Rescue and apparently could get through and said that they would be calling me within 24 hours. I waited for a call and called back Tuesday March 28th to American Home Shield to let them know no one called to schedule appointment, they again placed me on hold and said they reached out and the company said they will call me that day. Again no call. I called American Home Shield again today March 29th and got the same run around, called back upset and asked for this to be assigned to another vendor. They assigned to ***** and said the soonest they could come out was Monday. I said that was fine as long as I had a day that I knew someone would be out. After I hung up with AHS I got a text message that my appointment was not until 04/17!!! I was very angry that they misled me. I called them back again and they said they can only send an email to see if the appointment can be moved up. I let them know I found a contracted vendor by the name of Mr. ********* of ******** and Surprise, they said that they are a vendor but no open availabilities. I let them know I called Mr ********* and they said they had open availabilities this Friday and to let them know to send them the dispatch #. AHS refused to do this. Might I add these are folks in ************* and I had a hard time understanding what was being said. Since AHS refuses to assist me I am now writing up this complaint in hopes of assistance, and also as a warning to anyone wanting to sign up for AHS.
Business Response
Date: 04/06/2023
Date: April 6, 2023

*******************;
BBB of the Mid-South
************************************;
*******,** 38125

RE: ***********************; AHS Plan No.603443058;BBB Case No. 19869690

Dear Ms. **************************************** (AHS) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.

Thank you for the opportunity to assist **************** with her complaint. We hate to hear that her interactions with us were less than satisfactory. I have reviewed AHS record and found that the service request was transferred to Fast Appliance Repair LLC who has scheduled and appointment for 04/07/2023.

As a courtesy, AHS will reimburse the $100 trade service fee. **************** will receive the reimbursement back to the original payment method in ***** business days.

Sincerely,
American Home Shield of *******, Inc.
Customer Answer
Date: 04/06/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

Sincerely,

***********************
22211 ***************
********, ** 85361

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