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
- 18,398 total complaints in the last 3 years.
- 5,003 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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: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.
9/7/22 - I upgraded my warranty service to include roof leaks and **** repair after our first year of basic warranty service.Over the Fall of 2022, we reported several claims to AHS to have them send out contractors to check out a few thermostats we'd been having a problem with, as well as several roof leaks that popped up in October.After being charged a flat fee of $85 for every time we reported an issue, we waited for contractors to show up to look at the issues. Roof Doctor came out on 10/21 to observe the leak and Elephant **** was supposed to come out in November. The first ********************** that came out let us know that there was an issue with the ridge vent, flashing and seals in our roof causing the leaks and that he'd talk to AHS with his synopsis. No response for weeks, until I called Roof Doctor to confirm next steps. Found out the person we'd talked to had been let go. No plans were in place to follow up. Roof Doctor told us to work it out with AHS. I called AHS (also was unaware of what had gone on), they didn't bother to check. **** Doctor sent another rep who gave us a completely different story than their first guy, this time stating there was no roof issue and it was resolved. Since then, I've had 2 other roofing contractors come out stating the issue WAS with the flashing and seals and missing ridge vent and have put together a plan to fix the issue out of pocket. We had similar issues with our thermostat request. Getting charged $85 for every visit with no resolution. On 1/26/23 I sent an email requesting they cancel my warranty since their service has been "shady" and totally uncoordinated - no reply. I called on 2/3 and AGAIN cancelled the **** claim AND the remaining warranty. I was told both were cancelled and yet I was just charged on 3/7. I called again and found out the last technician didn't log my request properly, so they're not reversing the March charge AND making me pay a penalty for cancelling my warranty early. HORRIBLE!
Business Response
Date: 04/04/2023
April 4,2023
***************************
BBB of the Mid-South
*******************************
*******, ** 38125
RE: *************************; AHS Plan No. *********; BBB Complaint Case No. 19869626
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 providing the complaint from **************** regarding the cancellation of her AHS warranty agreement; we appreciate being able to address the concerns.
Our records show a service request was placed for a roof leak on 01/18/2023; however, due to not having a service provider available to accept the dispatch, AHS contacted **************** on 02/01/2023 to offer the option of outside authorization. AHS was informed the repair had been completed, and to cancel the service request. The dispatch was canceled, and the $85.00 trade service call fee was refunded to the original payment method on or about February 3,2023.
AHS does not show that an email was received from **************** regarding the cancellation of the warranty plan. On 03/29/2023, **************** called to advise of wanting to cancel the warranty agreement and was assisted by a Specialist with our ********************* The warranty was prorated per the terms of the agreement in Section A.4.c. It states an administrative fee of an amount equal to your Agreement Price for one month of coverage is due for early termination. Although due to AHS, the amount of $42.71 will be waived to resolve the matter. AHS does apologize for any frustration experienced by ****************, and if additional assistance is required, please advise.
Thank you for your consideration.
Sincerely,
American Home Shield of **********, ****Initial Complaint
Date:03/29/2023
Type: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.
Date of Transaction: February 2023 Amount of money paid to business: $800 paid to the electrical company directly What the business provided: The business did perform Electrical repair. There was no power to the entire home.Nature of dispute: American Home Shield (AHS) did not reimburse me for the service performed by the electrical company. The amount not reimburse was $725. AHS provided approval for outside authorization to locate an electrical company. AHS supposedly had expediated the work order request due to freezing temperatures.Whether or not business has tried to resolve the problem: AHS refuse to listen to the customer. There was no storm that caused the electrical issue. Account number: ********* (dispatch number provided by AHS)Contract number: *********Business Response
Date: 04/01/2023
April 1, 2023
*************************************
BBB of the Mid-South
*******************************
*******, ** 38125
RE: ***********************; AHS Plan No. *********; BBB Case No. 19869615
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. On February 1, 2023, an electric service request was placed. On February 2, 2023,AHS approved the plan holder to hire their own licensed and insured contractor to diagnose the electric and report their findings directly to AHSAuthorizations Department for approval based on the provisions of the warranty plan. On February 3, 2023, the plan holders outside contractor reported the meter socket and weather head were broken due to the storm causing no power to the home. Section I.6.c of the warranty plan states AHS is not responsible or liable for repairs or replacements when the malfunction is due to lightning, mud, earthquake, soil movement, storms, or acts of God. Therefore, based on the information received and the terms of the warranty plan, the claim was denied. Although not liable to do so, AHS has agreed to reimburse the $125 trade service call fee paid for this service request. The plan holder can expect to receive that reimbursement within 10 to 14 business days.
On March 22, 2023, a check (#********) in the amount of $75 was released by AHS for their outside contractors labor to diagnose the electric malfunction. The plan holder should expect to receive that check within 2 to 4 business days (if not already received).
Thank you for your consideration.
Sincerely,
American Home Shield CorporationCustomer Answer
Date: 04/02/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.
Sincerely,
C *****10135 ***********************************, ** 71007Initial Complaint
Date:03/29/2023
Type: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 a home warranty company with American home shield the first time I ever had to use them and request service. They hired a company with horrible ratings to come out and diagnose the problem. I knew that what they were telling me didnt seem right, so I hired my own company for a second opinion And sure enough it was completely different than what they had told me and thank God I got a second opinion or if I went through with what they had told me they couldve damaged my entire system. I called American home shield and told them that I got a second opinion, and that their company needed to come back out After coming out a second time they determined that what my company had said was true, but they also missed a few other things, and refused to put them in their quote for repairs under my contract. The part that needed to be replaced, should have been fully covered along with the other part and labor, but they Tried repetitively using the word Plenum meaning that my system was going to have to be modified, which my company said did not have to be done whatsoever. The part gets removed and replaced and that is it. They insisted that they were going to have to modify my system and it did not need to be done and I refused to let them do things that did not needed to be done so I decided to use my own company and use the cash out option American home shield is scamming their customers by using the word Plenum so that they dont have to pay for the costs of repairs. They refuse to refund me for getting ******************, even though they admitted that they were wrong the first time and that they did not thoroughly do the job that they were supposed to do.Business Response
Date: 04/07/2023
Date:April 7, 2023
*******************;
BBB of the Mid-South
************************************;
*******, ** 38125
RE: ***********************; AHS Plan No.617500548; BBB Case No. ******** 7
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 found that a service request for the air conditioner was placed on 02/21/2023 and assigned to Service Mechanical of Tidewater ****for service. The vendor reported the diagnosis to AHS stating that the evaporator coil was leaking due to normal wear and tear and was 4 lbs. low on refrigerant. The technician recommended replacing the evaporator coil. AHS authorized the repairs and notified **************** of the non-covered charges associated with the repair.
Ms.******* contract advises that AHS covers $10 lbs. of refrigerant and anything in excess of the $10 per lb. was the member's responsibility. **************** was responsible for the non-covered refrigerant in the amount of $680.
Ms. Couitts contract also advises that AHS does not cover for any modifications necessary to install the new equipment. The AHS contractor advises that in order to replace the evaporator coil he would need to modify the plenum. Any changes made to the plenum such as moving it is considered a modification and not covered by the warranty. **************** was responsible for the non-covered plenum modification in the amount of $450.
AHS will not reimburse **************** for the use of an outside vendor, per her contract section C2c, In the event that AHS informs you the malfunction is not covered under this contract, you have the right to request a second opinion of the cause of the malfunction. You must ask AHS for a second opinion from another Service Contractor within 7 days from AHS informing you the malfunction is not covered. **************** did not request a second opinion via the warranty and used her own vendor. Contract section C1c advises that AHS will not reimburse for services performed without its prior approval.Records show that **************** accepted the cash-in-lieu offer and check number ******** was paid out on 04/04/2023.
As a courtesy, AHS will reimburse the $125 trade service fee. **************** will receive the reimbursement back to the original payment method in ***** business days.
Sincerely,
American Home Shield of ********* ****Initial Complaint
Date:03/29/2023
Type: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 furnace was not working since November 2022. Anthem Mechanical was assigned to fix my furnace. They told me that the part was on back order until January. January comes around and they told me it's on back order until February and continued on and now they are telling me that it's on back order until sometime in April but it is not certain and it will be on back order again. I called American Home Shield that they need to order parts because my furnace will never be fixed. American home shield is telling me that they already gave Anthem Mechanical permission to order parts so they cannot order parts for them. This is really ridiculous and they are trying to delay and not to fix my furnace. My tenant was out of furnace since November and has not been paying rent. This has been a nightmare and totally unacceptable. I called American home shield at least 10 times and they kept on telling me to wait.Business Response
Date: 04/06/2023
Date: April 6, 2023
*************************************
BBB of the Mid-South
************************************;
*******,** 38125
RE: *********************; AHS Plan No.617205718; BBB Case No.19869010
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 the opportunity to assist ************ with her complaint. I have reviewed AHS records and found that the vendor reported that the pressure switch was burnt out and needed to be replaced but the part was on back order with no estimated date of arrival.Due to the part being on back order with no estimated date of arrival, AHS opted to replace the furnace.
************ has the option of paying the non-covered cost to replace the furnace or she can accept the cash in lieu. Records show that ************ was sent the cash-in-lieu offer via email on 04/05/2023 if she would like to accept the cash-in-lieu offer she can follow the instructions in the email or she can contact the cash-in-lieu department at **************. If she would like to move forward with the replacement of the furnace by the AHS vendor she can contact the vendor directly to accept the non-covered charges.
Sincerely,
American Home Shield of **********, ****Initial Complaint
Date:03/29/2023
Type: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.
American Homeshield warranty company refuses to give me my 50 percent off each month of my bill I am a customer with AARP and ************************************************* states that they offer consumer who are members with AARP. I provided the representative with my AARP member number the customer ********************** representative assured me that I would receive the 50 percent off each month.Business Response
Date: 04/06/2023
Date:April 6, 2023
***************************
BBB of the Mid-South
************************************;
*******, ** 38125
RE: *****************************; AHS Plan No.623473528; BBB Case No. 19868863
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 the opportunity to assist ************** with her complaint.I have reviewed AHS records and found that the promo was for $50 off the contract price not $50 off monthly. Records show that the $50 promo was applied when ************* started the contract on 02/21/2023.
Sincerely,
American Home Shield CorporationInitial Complaint
Date:03/29/2023
Type: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.
3/28/23 I pay a yearly fee over $500 and a fee of $100 every time a repair person comes to my home.The business is a home maintenance plan that covers a large part of my house when something goes wrong.The dispute is that my stove top has a push screen to control the double stove and oven. Over 10 years of usage the push screen has developed cracks from constantly pushing where all the controls are. AHS sent a repair contractor out to do the repairs. He was very rude and did not talk to me at all. He did not listen to me when I tried to tell him how the screen cracked. He reported back to AHS that he believed it was not do to normal where and tear. When I called back to AHS they said they would send someone else but if the contractor had the same opinion as the first they would charge me again for the service $100.ID-3x3 combo *********.Customer Answer
Date: 03/30/2023
On the issue of my stove top controls being cracked. As I mentioned before American home shield told me that the contractor that came out told them in his report that he believed that it was not normal usage. That was a lie, I just spoke with him today when he came out to install the part he for the microwave. He said he only took pictures and never said anything else. AHS took it upon themselves to deem it not normal use. I spoke with to different managers yesterday and no matter what I said in how it cracked, they would not change the answer on replacing the cracked screen.Business Response
Date: 04/07/2023
Date: April 7, 2023
*************************************
BBB of the Mid-South
************************************;
*******,** 38125
RE: *******************************; AHS Plan No.605220958; BBB Case No. 19868806
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 the opportunity to assist ******************** with his complaint. I have reviewed AHS records and find that the vendor reported the diagnosis to AHS advising that the unit was working, and there were no failures to the range. The technician reported that the control panel was cracked due to not normal wear and tear/physical abuse, but it was not affecting the function of the unit.
As a courtesy, I have set up a second opinion and no additional charge to ********************. ****************** vendor will contact ******************** directly to schedule an appointment.
Sincerely,
American Home Shield of **********, Inc.Initial Complaint
Date:03/29/2023
Type: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.
As part of my home purchase contract, the realtor purchased an American Home Shield warranty for one year for my property. American Home Shield received a check from the realtor and cashed it. Yet, when i try to call for a service call, they say that there was no payment. After several calls, my realtor found out they cashed the check but did not connect it to the contract number (*********). I spoke to several supervisors, and the last one told me that he would investigate and give me a call - it has been several months since then (and several of my own calls to AHS). They finally said that they will connect this check to the contract, and that I can call back in a few days to get service. But yet again, i call and they tell me that they did not receive payment. At this point, they have received $625 and have provided me with no service - in fact, they refuse to acknowledge that this payment was received. The contract was supposed to end on April 20, 2023. We are nearing one year and this company has refused to fix the issue and has kept the money. Since it has been an entire year without this service, it is only fair that once this is resolved, to renew the contract for a year.Business Response
Date: 04/04/2023
April 4, 2023
***************************
BBB of the Mid-South
************************************;
*******, ** 38125
RE: *************************; AHS Plan No. *********; BBB Complaint Case No. 19868659
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 AHSrecords with regard to the customers complaint. AHS was contacted to start warranty plan coverage on April 28, 2022. AHS records do not indicate that AHS received payment for warranty plan fees. If the customer can provide the check number and the name of the entity or person that issued the check, AHS will further research this matter. Without the requested information, AHS is not able to research the status of the check.
Thank you for your consideration.
Sincerely,
AMERICAN HOME SHIELD OF **********, ****Customer Answer
Date: 04/05/2023
Complaint: 19868659
I am rejecting this response because:
This warranty was a part of a real estate transaction. I did not submit the check, but confirmed that the sellers realtor did. The check was confirmed cashed. And I have received the home warranty pamphlet and even the renewal notice. How could I receive a renewal if it was not active? The real estate transaction hinges on this warranty (among other conditions) and it clearly went through. Please right this wrong which I have spent the last 5 months trying to resolve.
Sincerely,
*************************Business Response
Date: 04/17/2023
April 17, 2023
***************************
BBB of the Mid-South
************************************;
*******, ** 38125
RE: *************************; AHS Plan No. *********; BBB Complaint Case No. 19868659
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 previous correspondence accurately stated the information in our records, as well as our position. As stated previously, AHS did not receive payment for warranty plan fees to date. The information provided by the customer indicates that the ********************** plan coverage is with a different warranty plan company, not AHS. The customer should contact that ********************** plan company to discuss this matter.
Thank you for your consideration.
Sincerely,
AMERICAN HOME SHIELD OF **********, ****Initial Complaint
Date:03/29/2023
Type: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 paid for a warranty to cover old devices. My dish washer will not clean my dishes a ***** rep advised it was because my dishwasher is old and the company won't replace it. I contacted American Home Shield and they are telling me I have to pay another $100 service fee send another ***** rep out to look at my dish washer again. Even though they have the results from my first inspection. I would like to have it replaced and if they insist on sending another tech out they can pay for it. They lied and told me they won't replace it. Once I looked into it I realized they were supposed to. They are refusing to assist me.Business Response
Date: 04/01/2023
April 1, 2023
***************************
BBB of the Mid-South
*******************************
*******, ** 38125
RE: **** &*****************************; AHS Plan No. *********; BBB Case No. 19868414
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. On August 31, 2022, a service request was placed on the dishwasher and ***** was dispatched to diagnose any problems. ***** advised AHS they found no mechanical failures with the dishwasher. Therefore, AHS was unable to authorize any repairs.
AHS received no further communications from the plan holder for almost 6 months. On March 28, 2023, the plan holder requested an update regarding this service request. The plan holder was informed the information received from *****, and that a new service request would be required, with the applicable trade service call fee. The plan holder declined initiating a new service request at that time.
On April 1, 2023, although not obligated, in an attempt to resolve this matter, a new dishwasher service request was initiated, the trade service call fee was waived, and Lowes Appliance Repair Service was dispatched to diagnose any problems with the dishwasher. Lowes Appliance Repair will contact the plan holder to secure an appointment. The plan holder may contact Lowes Appliance Repair Service directly at ************. AHS will make a coverage decision based on the diagnosis received and the terms of the plan.
Thank you for your consideration.
Sincerely,
American Home Shield of *******, ****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,
*****************************621 ********************, ** 32578Customer Answer
Date: 05/01/2023
Now that I finally got the insurance to replace my dish washer they just dropped the new one off at my door without install. I have called over and over for them to tell me they can not find anyone to install and if I can find my own I can be reimbursed. I found my own but haven't had them install yet. I advised American Home Shield and now they are telling me not to have someone install it wait for them because they will not reimburse me. I feel like this is a complete constant battle and to actually get service from them is reporting them to the BBB. This has gotten out of hand. I've never had such horrible service.Business Response
Date: 05/02/2023
May 2, 2023
***************************
BBB of the Mid-South
*******************************
*******, ** 38125
RE: **** &*****************************; AHS Plan No. *********; BBB Case No. 19868414
Dear ********************:
American Home Shield (AHS) is in receipt of your letter enclosing additional correspondence from plan holder.
On April 10, 2023, it was reported the dishwasher should be replaced. AHSAppliance ********************* reviewed the replacement options directly with the plan holder in accordance with the provisions of the warranty plan. The plan holder selected their replacement dishwasher, and it was ordered. Unfortunately, it does appear there has been a delay locating a contractor to install the dishwasher. AHS Appliance ********************* offered up to $125 reimbursement should the plan holder elect to have their own licensed and insured contractor install the dishwasher. If the plan holder would like to accept that offer, they may confirm that on this complaint. If the plan holder feels that cost will not pay for the installation, AHS would be willing to review detailed estimate attached to this complaint. AHS is attempting to locate a contractor for the installation as well.
Thank you for your consideration.
Sincerely,
American Home Shield of *******, ****Customer Answer
Date: 05/02/2023
I have sent them a quote for an install to be conducted tomorrow, however it is for $200. That is the lowest quote I can find. I am waiting to hear back. At first they stated if I had it done they will not reimburse me, then a caller today said to email quote. So I'm uneasy as if this will actually be refunded. Seems like I only get things fixed when I file a complaint to BBB.Initial Complaint
Date:03/29/2023
Type: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 called American Home Shield for a quote and was asked to leave my credit card information with them for the quote to go through. I was told I would not get charged if I called back before January 15th 2023 to cancel. When I did I was told I did not have an account to cancel and I would not be charged. I have been charged for February and March now. When I called Monday March 27th to confront them about the charges they told me that they could cancel the policy but there would be a charge and I told them I'm not paying because I didn't authorize any charges.Business Response
Date: 04/01/2023
April 1, 2023
***************************
BBB of the Mid-South
*******************************
*******, ** 38125
RE: ***********************;AHS Plan No. *********; BBB Case No. 19868258
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. AHS has agreed to reimburse the funds paid to date ($149.88) and waive the administrative fee showing due. The plan holder should disregard any ******** received via mail and/or email and should expect the reimbursement due within 10 to 14 business days.
Thank you for your consideration.
Sincerely,
American Home Shield of *****, ****Initial Complaint
Date:03/29/2023
Type: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.
When our water heater started leaking, we called American Home Shield. I paid them $75 to send out a plumber of their choice. They do not let the customer choose who does the repairs, it is at their discretion. After their original contractor makes a determination on the repairs needed, you can get a second opinion but AHS highly discourages it. After the contracted plumber and AHS telling me that the repair cost would be covered, the contractor then adds a bogus charge that is conveniently not covered by the AHS home warranty and will need to come out of pocket from the customer. After reading several reviews online, AHS and these contracted companies are frequently running this scam on unsuspecting customers and making them believe unnecessary, uncovered repairs are necessary to rectify their problem. Resulting in the sketchy contactors getting paid. AHS should not be forcing their customer to accept work from contractors with 1 star ratings online and an F score on BBB. I would like to be refunded all of the monthly fees I've put in to my home warranty, they are taking advantage of people and making deals with unsavory contracting companies for the mutual benefit of AHS and the contractor and at the expense of the "insured".Business Response
Date: 04/07/2023
Date:April 7, 2023
***************************
BBB of the Mid-South
************************************;
*******, ** 38125
RE: **************************************; AHS Plan No.610158618; BBB Case No. 19868056
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 the opportunity to assist ****************************** with her complaint. I have reviewed AHS records and found that a service request for the water heater was placed on 03/26/2023 and assigned to AM PM Plumbing for service. The vendor reported that the water heater was leaking and needed to be replaced. ****************************** was notified of the non-covered charges associated with the repair as the contract does not cover for modifications necessary to install new equipment. ****************************** was given the option of moving forward with the repairs and paying the non-covered charges or accepting the cash in lieu. Records show that ****************************** accepted the cash in lieu and check # ******** was paid out on 03/31/2023.
AHS will not reimburse the premiums paid into the contract as the premiums are rightfully due for active contract coverage.
As a courtesy, AHS will reimburse the $75 trade service fee, she will receive the reimbursement back to the original payment method in ***** business days.
Sincerely,
American Home Shield of *******, Inc.Customer Answer
Date: 04/07/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.
Sincerely,
**************************************************************************************, ** 85363
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.