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.
On 03/26/2023 I called AHS to put in a ticket for my hot water heater. I was provided Dispatch # ********* Water Heat (Radiant) service tech TCA HVAC LLC ************. On 03/27/2023 Monday, I spoke with TCA HVAC and they advise me they are HVAC I would need a plumber. So I spoke with a ****** and provide me K&S Plumbing dispatch #********* they stated the soonest date will be 03/30/2023, that is way to long. I contacted another agent with AHS who provided me with Already Construction #********* will contact me on 03/28/2023. On 03/28/2023 I called Already Construction who then told me that someone cancel the service (not me) 03/27/23 with AHS at 11:46 am. I was not notified of the cancellation. I then pulled up my dashboard with AHS, what was listed was ***** plumbing (service cancelled). So I called and spoke with a ***** from ***** (who refuse to provide me only her name) when I asked to speak to a supervisor she told me NO. I have my son living in my home with a two collapse lungs with no hot water in the home this is absurd. The agents need some re-training.
Business Response
Date: 04/01/2023
April 1, 2023
*************************************
BBB of the Mid-South
*******************************
*******, ** 38125
RE: *******************; AHS Plan No. *********; BBB Case No. 19867095
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. On March 26, 2023, a service request was placed on water heater (radiant) and TCA HVAC, LLC, was dispatched to diagnose any problems. On March 27, 2023, the service request was cancelled. On March 28, 2023, the $75 trade service call fee was reimbursed for this request.
On March 27, 2023, a service request was placed on the water heater and K & S Plumbing Services, LLC, was dispatched to diagnose any problems. Thirty minutes later, the service request was transferred to Already Construction, LLC, to provide sooner service. AHS records indicate this service request was cancelled on March 27, 2023. No trade service call fee was processed for this request.
On March 28, 2023, a service request was placed on the water heater, the trade service call fee was waived, and Already Construction, LLC, was dispatched to diagnose any problems. On March 31,2023, it was reported the element needed to be replaced. AHS authorized that repair in accordance with the provisions of the warranty plan. The plan holder may contact Already Construction, LLC, directly at ************.
Thank you for your consideration.
Sincerely,
American Home Shield CorporationInitial Complaint
Date:03/28/2023
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.
Canceled American Home Shield plan in September 2022. Called again October 27, 2022 and was assured that the plan was cancelled. **** was paid and no further action was needed on my part. I called again twice after receiving payment reminders. Both times I was again assured that my plan had been cancelled and advised to ignore the reminders because the system just needed to update. Today I received a letter from a collections agency saying that I have debt with American Home Shield.I called American Home Shield again today and was told that the issue would be escalated to a superior and that they had no record of why they were charging me after my contact was terminated.At this point, I feel like Ive been harassed and have no confidence that there will be a resolution with this being the 4th or 5th time of contact with them.Business Response
Date: 04/01/2023
April 1, 2023
*************************************
BBB of the Mid-South
*******************************
*******, ** 38125
RE: *******************************; AHS Plan No. *********; BBB Case No. 19865738
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. I have personally submitted to remove the account from collections and correct the balance showing due on the warranty plan. The plan holder should disregard any ******** they may receive dated within the next 10 to 14 business days.
Thank you for your consideration.
Sincerely,
American Home Shield CorporationCustomer 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.
*********************************************************************************************************, ** 49083Initial Complaint
Date:03/28/2023
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 had reported an Electrical wiring issue to American Home shield home warranty on 03/07/2023, but it has been 03/28/2023 and AHS has been unable to close the issue for me. I had received electrical shocks a few times and asked that Appliances guy come down and take a look. He came over prior to 03/07 and said it is a wiring issue and not an appliance issue, he took the pictures of the power outlet and suggested it needs to be changed since it is old. After paying the deductible of $75 to AHS I then opened another service request to check the wiring. The contractor came over to my home around 03/15 and said he will submit his report to AHS since then I've been in circles chasing AHS to help close my issue. Most importantly, I have stopped using the gas range because of electric shocks. The business committed to run by the request to their ****************** like their customer care says and are due to call me and send an email. I have received neither. I would like AHS to honor the contract and close my request #*********. I reached out to the contractor on 03/27, and they informed me that they have already submitted their report and now waiting for AHS to confirm the job, they'll send senior tech after hearing from AHS but AHS has taken no action at the time of writing this message.Business Response
Date: 04/06/2023
April 6,2023
***************************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *************************; AHS Plan No.606642178; BBB Case No. 19865555
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 apologizes for *************************** frustration regarding this matter. On March 16, 2023, *************** reported to AHS that the wiring will need to be repaired. AHS approved the electrical repair.
On April 4, 2023 *************** informed AHS that an appliance tech will need to service the cooktop/range the electrical repair has been completed.
Sigma Appliance has schedule an appointment with ****************** to diagnosis the issues with the cooktop/range for April 10, 2023.
In light of the inconvenience and delay encountered, AHS has waived the trade service call fee that was due, and a $75 trade service call fee reimbursement will be issued back to the payment source from which payment was made in approximately ***** business days.Thank you for your consideration
Sincerely,
AMERICAN HOME SHIELD OF **********, INC.Customer Answer
Date: 04/06/2023
Complaint: 19865555
I am rejecting this response because: This Business should have proposed the schedule much sooner. It's their responsibility to complete a service request to completion. I had to call several times just to secure this date. I wish I can share my call records with previous contractor *************** and what they informed me. Even when I called up **************** they told me yesterday that the request was canceled by AHS. AHS is now responding because this case is open with BBB.
Sincerely,
*************************Business Response
Date: 04/20/2023
April 20, 2023
***************************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *************************; AHS Plan No.606642178; BBB Case No. 19865555
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 apologizes for *************************** frustration regarding this matter. On April 10, 2023, Sigma Appliance complete the repair to the cooktop/range. If ****************** is still having issues with the cooktop/range,he may contact AHS for a service request.Thank you for your consideration
Sincerely,
AMERICAN HOME SHIELD OF **********, INC.Initial Complaint
Date:03/28/2023
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.
On March 26, 27 and 28, 2023, I attempted to log in to the American Home Shield (AHS) website to access information for my four accounts. I received an error message that the Log In page was not available. On March 28, 2023, I contacted customer ********************** and the gentleman (***) was unable to help me but provided another phone number to AHS that could help me. I called the phone number he provided and it was again to customer **********************, the same area I phoned the first time. I tried to speak to the lady but had a little trouble due to static on her end and possible language barrier on her end. She was not understanding the problem as I was describing it and was providing me the wrong information on my account. I asked her to hold so I could locate an account number. After a minute she ************************ me over to a survey line and disconnected the call. In the past I have called and asked to speak to a manger and it was not allowed. This is not the first time I have had trouble logging into the AHS website and there is no technical support department to help. If you are unable to log In to the AHS website then you have no access to your account information. You have no access to speak to a supervisor.Business Response
Date: 04/06/2023
Date:April 6, 2023
***************************
BBB of the Mid-South
************************************;
*******, ** 38125
RE: ******************************************; AHS Plan No.617946498; BBB Case No. 19864969
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.We hate to hear that she had issues accessing her online account. I have reviewed AHS online portal and find that the website is currently working with no incidents. *************************** should be able to log in to her accounts with no difficulties.
I have submitted a supervisor callback request and *************************** will be contacted by a supervisor in ***** business hours.
Sincerely,
American Home Shield of **********, Inc.Initial Complaint
Date:03/28/2023
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.
On March 13, AHS sent a repair person to fix our stove, who then submitted a request for a part to AHS. AHS told me on at least two occasions that the part had been ordered and would arrive on March 28. On March 27, I was told that the part had not been ordered. Today (3/28), I received an email that the part cannot be found but they will make it themselves, and I can expect it to be ready in "approximately ***** weeks." This timeline is unacceptable, and I have no confidence that this will move forward because: 1.) According to their process, anything that is not resolved in five days should have been prioritized, but they took almost two weeks to let me know the part was unavailable (while telling me it was ordered, and without making any attempt to then expedite my case); 2.) AHS has been unwilling to copy me on emails to verify that the work was in process. Yesterday, they refused to allow me to speak to a supervisor who might have been able to expedite the work, saying that someone would call today (which has not yet happened); and 3.) AHS has previously said I could expect a call within 24 hours, and the call never came - I had to call myself two days later for an update, which I now know was incorrect.Three months is too long to wait for any fix, but especially this one, as I do not trust them to complete the job in the given timeframe - I don't want to find out in three months that they haven't started making the part. They have taught me that I cannot trust their updates. Twenty days have passed since we first made the request for a repair, and we are no closer to a functional stove. AHS has been able to successfully contact repair people who show up in a timely manner and complete the needed work (i.e. locksmith, plumber); thus, I am asking AHS to eliminate the problem of the missing part and simply send the repair person back to install a new stove immediately so this can be resolved. Dispatch #*********Customer Answer
Date: 03/31/2023
Hello, I wanted to add that another acceptable resolution would be for AHS to refund the money that they received up front for our two-year contract ($1050); then we would be free to find a fix for our stove, and they don't have to purchase a cooktop or figure out how to make the missing part. We are only one month into this contract, therefore, this seems like a feasible solution (i.e. we're not asking for a refund after, say, 18 months).
Thank you very much for your assistance.
Customer Answer
Date: 04/04/2023
AHS has offered to pay ** $217 toward fixing/replacing our cooktop. I would like to take them up on this, as we have had the stove fixed by another company, on our own dime. I would also like a refund of our two-year contract, as AHS was unable to meet our needs and in fact actively made our situation worse with misdiagnosis and delay. As of today, this case is "closed" according to AHS and Bay Appliance, who originally came to look at the stove, but please note that this issue is not yet resolved. I have no way of calling them, because there are no lines to the supervisors who can handle our situation, nor email. Please help.Business Response
Date: 04/06/2023
Date: April 6, 2023
*************************************
BBB of the Mid-South
************************************;
*******,** 38125
RE: *********************; AHS Plan No.623544758; BBB Case No.19864805
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 Cooktop/range was placed on 03/08/2023 and assigned to At Bay *********** **** for service. The vendor submitted the diagnosis to AHS on 03/14/2023 but the request was missing information. The authorizations department tried to reach out to the vendor to obtain the requested information but was not able to reach anyone. Records show that the vendor contacted AHS on 03/27/2023 and completed the diagnosis. The technician reported that there was no model and serial number on the appliance and requested that a parts search be submitted.
A parts search for the parts was placed and it was determined that parts would need to be sent off for rebuild and the rebuild would take ***** weeks. Per contract section C7a, AHS has the right to Rebuild existing parts and/or to install rebuilt parts. **************** was offered cash in lieu for the authorized repair parts if she did not want to wait on the rebuild and she opted to move forward with the repair.
Records show that the vendor contacted AHS on 04/04/2023 and advised that the unit was now working, and the parts no longer needed to be rebuilt.
As a courtesy, AHS will reimburse the $85 trade service fee. ***************** will receive the reimbursement back to the original payment method in ***** business days.
Sincerely,
American Home Shield of **********, ****Customer Answer
Date: 04/06/2023
Complaint: 19864805
I am rejecting this response because: I appreciate the initial step of reimbursing the $85, and I also would like to be reimbursed for the $165 we spent to have someone else come fix the stove (AHS had originally offered $217, but I don't know where that number came from. I have not been able to speak to a supervisor to accept this offer in the past week).
I also would like to end my contract with AHS and be reimbursed $******* [$1050 for two years divided by 24 months = 43.75/month;1050 minus $43.75 for the month of March (the first month of service) equals *******]. The following problems prevent me from wanting to work with them in the future:
--I cannot trust the information they tell me on the phone. The explanation that AHS offered to BBB does not correspond with what I was told in that same time frame, which was that a part HAD been ordered and Bay Appliance would schedule with me to fix the stove as soon as it came in on 3/27.
I cannot keep tabs on these sorts of things because AHS refuses to copy me on emails. I am left in the dark, and have to rely on inconsistent verbal information.
--I do not trust AHS to send professionals who can fix my problem: Bay Appliance was not able to isolate the problem to a particular burner, said there was a need for this elusive part, and would have had me waiting for another three months for a functional stove. I called Wepco (see attached receipt) who came to my home the same day I called and had diagnosed and fixed the problem in 30 minutes.
--The wording is unclear, but depending upon how I read it, it seems that the correspondence AHS sent to BBB indicates that I opted to move forward with the repair. I also received a no-reply email update yesterday (3/5/23) from AHS saying that the part had been ordered. I have NOT asked that the part be ordered, and in fact the day before that (3/4/23) when Bay Appliance called to check in, I told them that the stove had been fixed by someone else and they did not need to take any action. This is an example, again, of why I would not wish to continue my contract, when they clearly have inconsistent internal communication (and, again, when no one will include me in the internal communication, I cant keep tabs on what is going on). As a result, it is up to me to take my time to call them save them to make sure the unneeded part isnt ordered.
--Not only can I not email anyone, and I have no way of reaching a supervisor. Supervisors call, and if Im not able to answer they will not call back until I jump through the hoops in their call center to relay everything to a representative who will then ask that I receive a call back. There are no direct numbers to the people who can help me, so I call back with the understanding that I have to spend 20 or so minutes on the phone with someone who is not a supervisor, theyll pass on the message, I might get a call sometime in the next ***** hours, and if I cant answer at that moment, I have to go through the whole cycle again. I received a call last week and for whatever reason, I could hear him but he couldnt hear me. I called back immediately, but no one would connect me even though he had just called me, and I had to wait another several days until I received a call at 6:18 in the morning; often I am up, but that day I was asleep and didnt see the call. I called back that morning and specifically asked that they call me that day, when I knew my schedule was clear, but they refused. Three days later (today), I received a call but couldnt answer. I have no functional way of communicating with these people.Sincerely,
*********************Business Response
Date: 04/14/2023
Date: April 14, 2023
*************************************
BBB of the Mid-South
************************************;
*******,** 38125
RE: *********************; AHS Plan No.623544758; BBB Case No.19864805
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 attaching a copy of the paid invoice for the cooktop repairs to the BBB site. I have processed a reimbursement of $165.00 for the repairs. ***************** will receive the check via mail in ***** business days.
AHS will not reimburse **************** the contract premiums paid into the contract as the premiums are due for active contract coverage. Per the cancellation section of Mrs. ******* contract, it advises that if canceling after the 30th day of the contract start date- prorated cost, service cost (if applicable), and an administrative fee are all factored in when a policy is canceled early. The calculations consist of the amount of time the homeowner had the policy (per day cost), service cost (cost paid to vendors for claims), and an administrative fee assessment. **************** can contact customer ********************** at ************** to cancel the contract and the AHS plan will be canceled per their request and according to the provisions referenced above or she can respond back to the BBB to confirm the acceptance of the cancellation and the contract will be canceled.
Sincerely,
American Home Shield of **********, Inc.Customer Answer
Date: 04/14/2023
Complaint: 19864805
I am rejecting this response because: Thank you, I do accept the portion of the agreement to pay $165 for the repair of our stove.
I am also requesting that AHS follow through on the original offer of a refund of $85 for the service visit from Bay Appliance that yielded a faulty assessment of the problem with the stove.
Regarding the cancelation of the contract, we were still within the first month on the day that I made the request to cancel through BBB (April 6). My paperwork shows a start date of March 1, which is likely what AHS is looking at, yet AHS did not honor that as the start date - AHS refused to respond to our request for service until March 8, and it took several calls and hours on the phone to get to that point. Thus, our contract did not actually begin in any sort of functional way until March 8, so my April 6 request to cancel falls within the first month. Nonetheless, in my original request last week I did not ask for a full refund; rather, I was asked for a refund of $1006.25 as an acknowledgement that we did receive two other successful service visits in March (a rekey and a plumber).
Sincerely,
*********************Business Response
Date: 04/24/2023
Date: April 24, 2023
*************************************
BBB of the Mid-South
************************************;
*******,** 38125
RE: *********************; AHS Plan No.623544758;BBB Case No.19864805
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.
Records show that the $85.00 service fee was reimbursed back to the original payment method in 04/11/2023.
Per the contract, it advises that if your Agreement is terminated after the thirtieth (30th) day and you have experienced: (1)No service, AHS will refund any portion of your Agreement Price paid to date applicable to the remaining Agreement Term; (2)Service where AHSService Cost is less than your Agreement Price paid to date, AHS will refund any portion of your Agreement Price paid applicable to the remaining Agreement Term, less AHS Service Cost; (3)Service where AHS Service Cost is greater than your Agreement Price paid to date, you shall pay to AHS upon demand the lesser of AHS Service Cost minus your Agreement Price paid, to a maximum of your full Agreement Price as provided in your Account Summary. c. If your Agreement is terminated per paragraph 4.b.ii. above, an administrative fee of an amount equal to your Agreement Price for one month of coverage: (i) shall be paid by you to AHS on demand.
***************** has placed 4 service requests.AHS will backdate the cancellation to 04/06/2023 and under the term of the agreement, **************** is due to receive a reimbursement of $272.36.
As a courtesy, AHS will waive the $87.50 admin fee and **************** will receive a reimbursement of $359.86. **************** can respond back to the BBB if she would like to move forward with the cancellation and the contract will be cancelled and the reimbursement of $359.86 will be processed.
Sincerely,
American Home Shield of **********, Inc.Customer Answer
Date: 04/28/2023
Complaint: 19864805
I am rejecting this response because: 4/28/23
Complaint: 19864805
I am rejecting this response because: I believe we have lost sight of the fact that AHS has not been able to meet my needs; my request to terminate the contract is due to their inability to perform basic services - this is not business as usual. I did not intend to bring this up, as its relatively irrelevant in the whole scheme of things and my focus was on the major problems, but since AHS is mentioning the other service calls, I should say that the person who came to look at my garage door was not at all helpful. Our opener is now in worse shape than it was when he arrived, so lets not file that in the category of services provided.
We foolishly prepaid for two years of service. If we had only paid for one year, the amount of reimbursement might seem reasonable, but $359 falls far short of the original $1050. Again, I am not simply a customer who changed my mind. I would strongly prefer that AHS had demonstrated an ability to take care of appliance repair successfully. But it is absurd to think that we would ever call AHS again after the ongoing frustration and ultimate failure of trying to get my stove fixed. Again, I am asking for $1000 back to reimburse us for all but the first month of service, when two of my four service calls were completed successfully.
Sincerely,
*********************Business Response
Date: 05/05/2023
Date: *** 5,2023
*************************************
BBB of the Mid-South
************************************;
*******,** 38125
RE: *********************; AHS Plan No.623544758;BBB Case No.19864805
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.
Although not obligated to do so, to amicably resolve this complaint, I have cancelled the contract and will reimburse the contract cost of $1,050. **************** will receive the reimbursement via mail in ***** business days.
Thank you for your consideration.
Sincerely,
Schawanna B.
American Home Shield of **********, Inc.Customer Answer
Date: 05/05/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.
Sincerely,
************************************************** UNIT A******, ** 94706Initial Complaint
Date:03/28/2023
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.
DO NOT WASTE YOUR TIME AND MONEY!! I requested services for my appliances in Dec. 2022 and I have not heard back from the sub contractor (Able Heating) who was contracted by AHS. My dishwasher was not working properly, i contacted AHS and they withdrew my deductible immediately, and Able Heating came to my home in Jan. 2023 and never returned. **** called me in Jan. stating they were ordering my parts, and never heard back from anyone. I called AHS today (3/28/23) because my wooden floor is ruined due to water from the dishwashing running over onto my floor. Today, I asked to speak with a manager, and ***** stated, the managers do not speak "live" (and was laughing while telling me this). I asked that I speak with someone else that can cancel my services. ******* from the escalation team answered and stated, was the technician from Able Heating at my home yesterday? NO. I would like to speak with a supervisor and I would like my appliances and floor repaired. I have a contract with AHS not Able Heating and I would like a call from a AHS supervisor please!! I would like my floor repaired by the company I have a contract with AHS. I should not have to reach out the sub-contractor as they stated. I dont know them. AHS referred them to my home.Business Response
Date: 04/07/2023
April 7, 2023
*********
BBB of the Mid-South
*******************************
*******, ** *****
RE: *****************************; AHS Plan No. ********* ; BBB Case No.19864690
Dear Ms. ****
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 dishwasher service request to a resolution. According to our records, the dishwasher service request was placed on December 27, 2022.The vendor, Able Heating & A/C Appliance reported that the motor and pump needed to be replaced. AHS authorized the repairs.
Due to a request from both the plan holder and the vendor, the service request was transferred on March 28, 2023, due to, multiple failed attempts to repair the dishwasher. The new vendor, Appliance Magic reported that a diverter was needed. AHS authorized the repairs and ordered the parts. The *** was April 2, 2023. AHS has reached out to the vendor to confirm repairs have been completed.
If the plan holder feels as though the vendor, Able Heating &A/C Appliance caused damage, it would be the responsibility of the vendor as they are licensed and insured.
Section I.8. of the warranty provides AHS is not responsible or liable for secondary, incidental, and/or consequential loss or damage resulting from the malfunction of any covered item, or a Service Contractors neglect or delay in providing, or failure to provide, repair or replacement of such item,including, but not limited to, food spoilage, loss of income, utility bills,additional living expenses, personal and/or property damage.
Although not obligated to do so, in an effort to amicably resolve this complaint, AHS will refund the service fee paid for the request. The plan holder can expect to receive a credit in the original form of payment within ***** business days.
Thank you for your consideration.
Sincerely,
American Home Shield of Virginia, Inc.Initial Complaint
Date:03/28/2023
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 been without refrigeration since March 8, 2023, an appliance repair man dispatched by AHS came out on March 9, 2023. He said he had to order parts and would return Monday. This did not happen. After calling AHS returned the following Friday, 17 March, and supposedly installed a part that did not repair my refrigerator. He made a statement that if it didn't work he would refer to GE. The Fridge did not work and the same repair person was dispatched on 27 March and did nothing. On 28 March another repairman arrived and ordered new parts. He further stated that there have been NO new parts installed on this Fridge. I put in a call to AHS in an attempt to contact **************** The contact person who I had talked to before was *******, #******. This did not happen another person came on the phone and pretended not to hear me, soon we were disconnected. This process took 20 minutes of my time with no solution.Business Response
Date: 04/03/2023
April 3,2023
***************************
********************************************
*******************************
*******,** 38125
RE:************************; AHS Plan No.600750238, BBB Complaint Case No. 19864665
Dear ***************************,
American Home Shield, **** (AHS) is in receipt of your letter, advising of the above referenced complaint. The letter has been forwarded to me for review and response.
Thank you for sharing Ms. ****** feedback and we apologize for any frustrations and inconveniences she may have experienced. Our records indicate that on 3/9/23 a work order was created for a refrigerator and on 4/3/23, the unit was submitted for replacement. Someone from our appliance purchasing department will contact her, or she can also reach them at: Appliance Purchasing, ************, option 2,Monday - Friday, 7am - 7pm CST. If she has any other questions or concerns, she can reach ** at ************.
Thank you for your consideration.
Sincerely,
American Home Shield of *****Initial Complaint
Date:03/28/2023
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 an active Home Warranty that covers A/C repair and replacement. My A/C unit broke on Tuesday, March 14 and I contacted AHS to repair. They originally selected a provider that could not do the job, so I called again to have a new contractor come out. The new contractor, JET, was supposed to come on Friday, March 17. They missed the appointment and instead came on Monday, March 20. They verified the A/C unit was broken, non functional, and there wasn't a "quick fix" to restore air to the property. A new air condensing unit was needed. AHS indicated they would cover this repair. However, I got an e-mail saying that I had You have 1 estimated non-covered cost associated with your service request for $1345.00 and I would need to cover that and to call JET for more info. I called AHS and they told me the reason I owed money was for "custom modifications" that JET needed to do. When I called JET they told me that they sent AHS correct info and that everything they sent with the exception of 1 item was required as part of a new installation in the **************** and that all I should owe was $290 for a pipe modification, not $1345. I called AHS and they told me JET must call them back to provide more information. Now several days later on March 28, *** has provided that info and AHS is failing to resolve the issue with JET and fix my broken AC unit (I've been in 80 degree weather in ***** without working AC since March 14). JET is waiting on parts, which AHS will not send because I have not authorized paying $1345. AHS told me they would cover everything except for modifications. Modifications are $290. I authorize that. The remaining $1055 is related to items that are legally required by ***********. I'm being held hostage to pay $1345 when I've been told by JET I should not pay this, but only $290. As such, I have a broken AC unit that is covered by AHS that is impossible to fix. I need this resolved.Business Response
Date: 04/10/2023
April 10, 2023
*********
BBB of the Mid-South
*******************************
*******, ** *****
RE: ***************************; AHS Plan No. ********* ; BBB Case No. 19864526
Dear Ms. ****
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 air conditioner service request to a resolution. According to our records, the air conditioner service request was placed on March 14, 2023. The vendor, J.E.T.Mobile Engineering Services, LLC. reported that the condenser needs to be replaced. AHS authorized the replacement of the condenser.
To install new equipment, modifications and/or code upgrades may be required however not covered under the AHS warranty section I.4.b. costs of construction, carpentry, or other modifications necessary to remove, relocate,or install equipment; and section I.1.g.(iv) general exclusions from coverage this contract does not cover system or appliance upgrades, or repairs or replacements required to comply with any federal, state, or local laws,regulations or ordinances, utility regulations, or building or zoning code requirements, except as otherwise specified in this contract. The modifications and/or code upgrades are as follows: (modifications) electric line $150.00,lineset insulation $150.00, lineset $295.00, (codes) locking caps $150.00, anti-vibration pad $200.00, tie downs $200.00 and hurricane strap $200.00. The total non-covered charges are $1,345.00. This is payable to the vendor, J.E.T. Mobile Engineering Services, LLC.
On April 3, 2023, a new service request was placed on the air conditioner and sent to ******************. AHS coverage decisions are based on the diagnosis received from the assigned contractor and the terms of the plan. Once the diagnosis is provided AHS will advise the plan holder as to its position. Currently, the appointment is scheduled for April 11, 2023.
Thank you for your consideration.
Sincerely,
American Home Shield of *******, Inc.Customer Answer
Date: 04/26/2023
My air conditioning unit broke on March 14. AHS sent JET to assess my unit. They advised I needed a new unit and would have over $1300 of out of pocket expenses due to "necessary custom modifications." I did not approve the work. I requested a second opinion, which was supposed to be guaranteed, and told that I was outside of my window to get another opinion. If I wanted my AC fixed, I would need to pay another $125 to open a new claim. I did so. AHS sent ************* on April 11. On April 12 I received notification that the assessment was different, my unit could be repaired, and I would only be liable for $250 for FREON that exceeds the policy coverage. I approved this request on April 12. I received confirmation from AHS (see attached). I called ************* on April ****************************************************************************** 1-2 weeks. I called AHS on April 21 and they informed the parts were not ordered until April 19 (1 week after the request was approved and I was told parts would be automatically ordered) an that it would be 1-2 weeks from April 19 before the parts would arrive. Why were parts not ordered on April 12 when I was told **** were? I live in ***** ******* where it is 85+ degrees which means my unit is over 80 degrees. I can no longer live in the unit as I have suffered from heat stroke and will have to be hospitalized. AHS has told me there is no way to expedite the parts. It is unacceptable to have a warranty coverage for AC in ***** and have it be OK to go unrepaired for 6+ weeks due to faulty quotes (JET), lack of action on ordering (AHS taking 1 week to place part order), and choosing low cost/slow providers for urgent needs. ************* indicated they could fix the unit now but they have to get parts from AHS per their obligation. This should be expedited and I should be compensated for the thousands of dollars I'm spending because I cannot be in my home due to negligence of AHS to fix this in a timely manner.Business Response
Date: 04/28/2023
April 28, 2023
*********
BBB of the Mid-South
3693 *************
*******, ** *****
RE: ***************************; AHS Plan No. ********* ; BBB Case No. 19864526
Dear Ms. ****
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.
According to our records, ************* was authorized to replace the condenser fan motor and repair the leak. Currently, ************* is awaiting parts. These parts are ordered by the vendor, not AHS.
Whilst AHS understands the inconvenience of being without a working air conditioner, we are not responsible for delays as stated in contract section I.9. AHS is not responsible or liable for any delay in service or failure to provide service caused by conditions beyond AHSs control. Once the parts are received by the vendor, they will contact the plan holder directly to schedule installation.
Although not obligated to do so, in an effort to amicably resolve this complaint, AHS can offer up to $200.00 towards temporary cooling. To process, please upload a copy of the proof of purchase directly to the BBB website.
Thank you for your consideration.
Sincerely,
American Home Shield of *******, Inc.Initial Complaint
Date:03/28/2023
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 entered a work order to fix my AC on January 9, 2023. They assigned Texas Best Heating and Air. The vendor was terrible, slow to respond, and no-showed numerous appointments made with me. I paid the vendor $2,050 to replace my compressor. The unit worked one week. It is now March 28, 2023 and the vendor continues to make appointments to replace the compressor and not show up. I've contacted American Home Shield a number of times for help with this vendor but all they do is call the vendor and ask him to make me an appointment of which the vendor continues to not show up. American Home Shield doesn't have a complain resolution department and is unwilling to let me escalate my issue to the contract manager who handles the contract with Texas Best Heating and Air. American Home Shield takes my payment each month and is responsible for getting me a reliable vendor to address my issues. I have been almost 4 months without a working A/C. I call AHS again today asking to escalate my issue but they just called the vendor and asked again for him to make me an appointment. I've taken off work probably 5 times and had the vendor no-show since American Home Shield assigned them to me in January. I want the money back I paid to this vendor $2,050 and to AHS to find me a reliable company to use without charging me again the $100 service fee.Business Response
Date: 04/05/2023
April 5,2023
*************************************
BBB of the Mid-South
************************************;
*******, ** 38125
RE: *******************************; AHS Plan No.614763078; BBB Case No. 18973402
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 apologizes for ************************ frustration regarding this matter. On March 29, 2023, Texas Best Heating and Air completed the compressor replacement for the air conditioner unit. On March 31, 2023, ******************** requested a recall service request for the air conditioner unit, Texas Best Heating and Air will contact ******************** to schedule an appointment.
In order to amicably resolve this issue, although not liable to do so, AHS will reimburse ******************** $600 of the non-covered cost.If ******************** would like to accept AHS offer of reimbursement, she may submit a verified mailing address.
In light of the inconvenience and delay encountered, AHS has waived the trade service call fee that was due, and a $100 trade service call fee reimbursement will be issued back to the payment source from which payment was made in approximately ***** business days.Thank you for your consideration
Sincerely,
AMERICAN HOME SHIELD OF *****, INC.Initial Complaint
Date:03/28/2023
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.
Original contract started on or about 23 Apr 22. Somehow the repairs was not done, but American Home Shield (AHS) paid the contractor for a job. Fast forward to 16 Dec 2022 I call AHS to find out why the A/C handling unit is sitting in my backyard since May 22, Cust *************** answer the question, but gladly open an new service ticket and charge my credit card to have a different contractor go out to my residence. After inspection and doing a safety leak check they said since the original contractor started and has been paid for the job recommendation is for them to finish the job. Original contractor came the end of Jan 23 and said the access area were the unit needs to go through has to be 30x30 opening. The access was enlarged to 30x32 on 8 Feb 2023 and been emailing and calling contractor but to no avail no response. Since Feb 9 to present been in constant contact with AHS for a solution they even had me filed a customer complaint for contractor, just want a different contractor to finish the job. Every time I talk with Cust Ser Rep its the same thing over over over again they have to call the contractor no answer leave voicemail then email them no response. AHS contacted me the beginning of March stating the contractor has responded and will contact me to setup appointment for 26 Mar. They called 9 Mar & 16 Mar schedule for 12 Mar & 19 Mar between **** no show both days even waited to see it if they would make appt for 26 Mar no call. Called AHS 28 Mar to find out what solution have they come up with and they said we have to contact the contractor to find out what happen, they called again left voicemail. I explained to the service Rep since we are not allowed to talk to any upper management that AHS has no problem ensuring they get there monthly payments and as a paying customer its almost 4 mos and the A/C handling unit stilling sit in my backyard. All I want from AHS is full reimbursement authorization for out of pocket expenses or new contractor.Customer Answer
Date: 04/10/2023
Would like AHS to either have this vendor who has been out to my residents before, be contracted to finish the job or AHS authorized me full out of pocket expenses for the attached quote I have provided. Any assistance would be appreciated.Business Response
Date: 04/10/2023
April 10, 2023
*********
BBB of the Mid-South
*******************************
*******, ** *****
RE: *****************************; AHS Plan No. 593533958;BBB Case No. 19864420
Dear Ms. ****
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 the air conditioner. AHS has reached out to Major Home Appliance for an update regarding this matter. If the plan holder has had his air conditioner repaired by a different contractor, please forward the detailed information to me for review so that we can try to resolve this matter.
Thank you for your consideration.
Sincerely,
American Home Shield CorporationCustomer Answer
Date: 04/11/2023
Complaint: 19864420
I am rejecting this response because: There response to you is the same statement I have been receiving for the last 4 months every time I call AHS in reference to Major Home Appliances. I have been stood up by this company who has made 3 appointments and failed to show on 12 March; 19 March and AHS said Major Home Appliances is to call to setup for 26 March never called. Why does it have to take 4 months for AHS to keep calling the same company, who doesnt want to the work? I have asked them numerous times to assign it to another company so I can stop going through this anguish of not getting the service I pay for every month. Just want this to be done so my Air Handler unit can be installed and my A/C can be working. By the unit not be installed I have no central air in the house and as we keep getting closer to summer the temperature will only get worse in the house. Thank you for your assistance.
Sincerely,
*****************************Business Response
Date: 04/21/2023
April 21, 2023
*********
BBB of the Mid-South
*******************************
*******, ** *****
RE: *****************************; AHS Plan No.593533958; BBB Case No. 19864420
Dear Ms. ****
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.
According to our records, the vendor, Major Home Appliance reported on April 20, 2023, that they needed to complete the installation by rebuilding the plenum as it didnt match the new equipment installed. The vendor has been authorized to complete the repairs.
Thank you for your consideration.
Sincerely,
American Home Shield CorporationCustomer Answer
Date: 04/27/2023
Complaint: 19864420
I am rejecting this response because:
Was there told on 24 Apr that repair was transferred to RM A/C Svc. Now today I was told that AHS cancelled the contract with RM Svc and given it back to Major Home Appliance who doesnt want to complete the Svc. Clearly they dont understand my situation 4 mos will pass and summer temperature will rise in the house with no A/C.AHS keep saying they understand the situation and apologizing, but Ive been hearing this every time I call. May is around the corner and still no solution.
Sincerely,
*****************************Business Response
Date: 05/04/2023
May 4, 2023
*********
BBB of the Mid-South
*******************************
*******, ** *****
RE: *****************************; AHS Plan No.593533958; BBB Case No. 19864420
Dear Ms. ****
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.
According to our records, On May 4, 2023,AHS dispatched the service request for the air conditioner to Agape A/C &Refrigeration. They will contact the plan holder directly to schedule an appointment. Once AHS receives the diagnosis, we will advise the plan holder further as to our position.
Thank you for your consideration.
Sincerely,
American Home Shield Corporation
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