Complaints

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

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  American Home Shield

  3400 Players Club Pkwy Ste 300 Memphis, TN 38125-1731

  
• 

  American Home Shield Corporation

  1051 N Kirk Rd Batavia, IL 60510

• 

  Home Security of America, Inc.

  PO Box 650993 Dallas, TX 75265

• 

  Home Security of America

  Unlisted Milwaukee, WI 53201

  
• 

  American Home Shield

  Macon, GA 31210

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

• Initial Complaint

  Date:03/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Nine months ago, we reached out to American Home Shield regarding our refrigerator. After finally getting the first company(1 star rating) to come by, multiple times, and then to have them not show, we were then send to another company weeks later. This second company has been to our home so many times. We have had to stop work and remove all our food at least 4 times. After months and months, we called and said we wanted to cancel. AHS assured us that they would get the issue addressed and that we could get money toward anew fridge or they will get a new door and see if that fox the issues. Over 8 weeks later, they came with a door and that did not fix the issue. The 2nd company (also 1 star rating) installing the door said there was nothing they could do to fix the fridge and that we need to replace it. A week later we get a call from AHS stating that they will be sending yet ANOTHER company to our home to see if they can fix the problem. We said NO and asked for the $600 toward a fridge or to just cancel the membership and refund us the service charge and the months we spent waiting to get the fridge fixed, bc at this point we felt duped that they strung us along to continue to get the membership $ and still not help us. They said No and ***** told us we can go with another company or cancel. Awful customer **********************. Their business model is to use 1 star companies, lowest bidders, string their customers along for months while getting the monthly fee, and then to continue to drag a customer until they give up and cancel. We both work for the US govt. we are also military. We will not let this go as a matter of pure principle that their business model is to use the lowest bidder, extending the repairs by switching repaid companies, while getting paid to do nothing. We played middle man the entire time, taking time out of our work schedules and childrens activities. Not to mention the dent they put on our beautiful fridge and scratches to our wood floors.

  

  Business Response

  Date: 03/30/2023

  March 30, 2023
  
  
  *************************************
  BBB of the Mid-South
  *******************************
  *******, ** 38125
  
  RE: *************************;AHS Plan No. *********; BBB Case No. 19863151
  
  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 30, 2023, the decision was made the refrigerator should be replaced.  AHS ******************************* will contact the plan holder to review the replacement option in accordance with the provisions of the warranty plan.  The plan holder may contact the AHS ******************************* directly at **************.
  
  
  Thank you for your consideration.
  
  Sincerely,
  American Home Shield of **************

• Initial Complaint

  Date:03/28/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  HSA Home Warranty I called to cancel my warranty it took me 25 minutes to do so. They said they were going to charge me an administrative fee. It was like they were refusing to let me cancel. Please help I should not own them anything.Total Contract Cost as of Cancellation Date:Administrative Fee for Cancellation:LESS (Total Amount Paid as of Cancellation Date):-------------------------------------------------Amount owed to Home Security of *******:$146.28 $83.99 ($167.98)----$62.29

  

  Business Response

  Date: 03/29/2023

  March 29, 2023
  
  
  *****************
  BBB of the Mid-South
  *************************************************************
  
  RE: ******* &***************************; HSA Plan No. *********; BBB Case No. 19863089
  
  Dear **********:
  
  Home Security of ******* ("HSA") 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 HSAs records regarding this matter.  Although not obligated, HSA has agreed to waive the remaining administrative fee cost showing due on the warranty plan ($62.29).  The plan holder *** disregard any ******** that *** cross via mail and/or email dated within the next 10 to 14 business days regarding this specific balance/fee.
  
  Thank you for your consideration.
  
  Sincerely,
  Home Security of ******** ****

  Customer Answer

  Date: 03/29/2023

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

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

  *********************************

  *******, ** 30349-2045 ***

  
  

• Initial Complaint

  Date:03/28/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had contract with AHS to provide home warranty services. Before the end of the contract, I made a service request to evaluate a broken garbage disposal. Paid *** 100 $ per the terms of the contract. AHS sent me a dispatch notice with a service provider that would be contacting me. The provider never contacted me so over 1-2 weeks several attempts were made to contact them. Contact was finally made after 2 wks. The provider stated that they don't service the town/city that the covered home is located in. I called *** and the representative stated that *** canceled the service call and refunded the 100 $ charge (not verified at this time). The representative stated that since the contract had expired in the interim that they would not provide any further service unless I renewed the contract. I emphasized that the original service request was made during the contract term and just because they tried to send a provider that does not even service the town the covered home is in does not resolve them of their responsibility to fulfill the contract terms, ie the service request that was made prior to the contract ending. Of note neither the service provider nor *** notified me of any problems with the service request. The *** representative declined/refused to allow me to speak with a supervisor and said could not help me further and that she would put in a request for someone to contact me but that since I do not have an active contract they would not be able to help me.

  

  Business Response

  Date: 04/09/2023

  April 9, 2023
  
  
  *************************************
  BBB of the Mid-South
  *******************************
  *******, ** 38125
  
  RE: ***************************;AHS Plan No. *********; BBB Case No. 19862932
  
  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 8, 2023, a service request was placed on the garbage disposal and Hers and His Plumbing Services, LLC, was dispatched to diagnose any problems.  On March 10, 2023, Hers and His Plumbing Service, LLC, cancelled the service request.  On March 13, 2023, the $100 trade service call fee was reimbursed onto the source it was paid with.  The plan holders warranty plan expired on March 14, 2023. AHS received no further correspondence from the plan holder until March 28, 2023.
  
  Although not obligated, in an attempt to resolve this matter amicably, AHS has agreed to reimburse the plan holder up to $350 towards the repair and/or replacement of the garbage disposal.  AHS request the plan holder reject this response, confirm their acceptance of this offer, and confirm their proper mailing address.  Alternatively, the plan holder may email the requested information directly to ************************************************************.  AHS will await the requested information.
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield of *******, ****

• Initial Complaint

  Date:03/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  # ********* Ac was not cooling or Heating just air and I request service to fix it. i got a technicianthat seemed confused and he spent 2 hours, he said he fixed the heating and he need to request an authorization to fix the cooling , after 2 days i got the an email with the authorization. i waited a week no one called did not i called and the lady on phone didn'tseem to care much so we got in an argument then she said she will check and get back to me, 10 mins later she called me back saying that AHS denied my request since my furnace isn't in place when they came which was a lie since he did fix the heating and requested the authorization. I contact AHS again and after several calls they decided to send a second technician, he showed up did some testing and try to fix it but it didn't work he was authorized by AHS to fix it up to $2400 but he said he wasn't sure if this would fix the problem he said that one of the pipes or one of the parts was glued recently trying to fix a leak which shouldn't have been done and he advised to repalce the system and he will request a second opinion, the third technician showed up and start checking the ac and said that the compressor got burned and now its we need to change the whole system which will cost around $10000. I contacted AHS but hey said that it would not be covered since they dontcover the compressor which was working fine when they sent the first service provider. so simply you glued my Ac which cause the compressor to get burned according to the second and the third service provider you sent. I called AHS again requesting a manager and i was told we will call us back within 24 hours which never happened i called again requesting the three diagnosis reports from each service provider that came to fix my ac and was told it would be mailed to me but again never got anything. So i am requesting these reports and also need to know if you would be able to help fixing this issue since it was caused by you.

  

  Business Response

  Date: 04/05/2023

  Date:April 5, 2023
  
  
  *******************;
  BBB of the Mid-South 
  ************************************;
  *******, ** 38125 
  
  
  
  RE: *******************;AHS Plan No.601177068; BBB Case No. 19862898
  
  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 Mr. **** with his complaint. I have reviewed AHS records and found that a service request for the air conditioner was placed on 02/09/2023 and assigned to Metropolitan Heating & Air Conditioning for service. The vendor reported the diagnosis to AHS stating that the technician went out to the property and the unit was turned off at the condensing unit and pulled out. The technician advised that the service valves were pulled off. The technician advised AHS that the member had a water leak and his insurance company pulled out the furnace and coil and reinstalled it in the closet. Due to the unit not being installed, the technician was unable to diagnose it. 
  A new service request was placed on 03/07/2023 and assigned to *************************** ********************* for service. The vendor reported the diagnosis to AHS advising that the unit was not turning on because it was unplugged. The technician plugged in everything, and the unit was running but low on refrigerant. AHS authorized the vendor to add refrigerant.
  A second opinion was placed on the account and assigned to ************** *** who reported the diagnosis to AHS stating that the A/C system was not turning on and found the system empty of refrigerant due to a missing service port cap.The technician advised AHS that the missing service port caps caused the refrigerant to leak out and the compressor to burn out. The technician advised AHS that the failure was not caused by normal wear and tear and the unit would need to be replaced.  AHS denied the repairs as the contract does not cover for failures that are caused by not normal wear and tear.
  The moving of the unit by the member's insurance company due to the water leak causing the damage to the unit, AHS will not cover the repairs to the unit as the failure was caused by not normal wear and tear. AHS will stand on its denial.
  
  Sincerely,
  American Home Shield of **********, ***.  

  Customer Answer

  Date: 04/06/2023

  I requested from AHS the three reports from the three vendors and they didnt send anything, The First technician is lieing the water leak we had was back in October ****************************** November and was working for 3 months fine also the first technician fixed the heating when he came so and he requested an Authorization to fix the cooling part and when he got the authorization he never showed up so i called his comapny and got in argument with them so the lady said she will call me back then she called back with this false story about my system being uninstalled. The Second technician when he showed uo he said that someone recently tried to fix the leak with Glue which cause the system to go out and he got an authorization from AHS to fix the system for up to $2500 but the guy was honest and said that wouldnt solve the proplem and the third tech said that the compresser was burned.

  1- Why did the first technician requested an authorization to fix if the system was unplugged or out when he already fixed the heating ?

  2- Second Tech was authorized repairs up to $2500 ? Why did he get this Authorization if the system was unplgged or not in Place ?

  3- The third tech said the compresser got burned ? can you provide the three techs report to compare what they have ?

  Simply the first tech try to fix the system with glue whic cause the compresser to get burned thats why he never came back after requesting an authorization and came up with the story that the system was not in place to cover for his mistake and now AHS doesnt want to be responsible for the people they sent mistakes. please provide the three techs report ?

  Customer Answer

  Date: 04/06/2023

   
  Complaint: 19862898
  
  I am rejecting this response because: the first tech they sent glued my system trying to fix it so he caused my compresser to burn. Please provide each Tech Report seperatly to compare 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 04/14/2023

  Date:April 14, 2023
  
  *******************;
  BBB of the Mid-South 
  ************************************;
  *******, ** 38125 
  
  
  RE: *******************; AHS Plan No.601177068; BBB Case No.19862898
  Dear Ms. **************************************** (AHS) is in receipt of your letter advising of the above referenced complaint.  Your letter has been forwarded to me for review and response. 
  
  AHS does not provide invoices, Mr. **** can contact the vendors directly for copies of the invoices.
  
  An authorization request was submitted to AHS because the technician is required to submit a diagnosis to AHS. Once the diagnosis is submitted and coverage is determined the repairs are then authorized or denied based on contract coverage.
  
  The original diagnosis from the first vendor Metropolitan Heating & Air Conditioning advised that the unit was turned off at the condenser, pulled out and service valves were missing. The repairs were denied as the unit was not installed to fully diagnosis.
  
  The second technician *************************** ********************* reported the diagnosis to AHS advising that the unit was unplugged, and he plugged the unit in. The technician reported that the service valve was broken and glued shut causing the unit to leak. The technician advised that the service valves needed to be replaced and that due to the service valve leaking the compressor was not coming on. The vendor was authorized to add refrigerant only and was not authorized to make any repairs.
  
  A second opinion was assigned to ************** *** who also reported that the A/C system was not turning on and found the system empty of refrigerant due to a missing service port cap. The technician advised AHS that the missing service port caps caused the refrigerant to leak out and the compressor to burn out. The technician advised AHS that the failure was not caused by normal wear and tear and the unit would need to be replaced. 
  
  All three vendors reported that the unit was missing the service valves. It is found that under the provisions of the contract AHS rightfully denied the repairs to the air conditioner. AHSs decision regarding this matter remains unchanged, AHS will stand on the denial.
  
  
  Sincerely,
  American Home Shield of **********, ***.

• Initial Complaint

  Date:03/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We filed a a claim for AHS to fix our ******* refrigerator on 1/9/2023. It took 2 weeks for antech appliance to come out and replace the compressor. After 2 days the refrigerator stopped working. AHS was contacted again and they called Antech out again. They stated another part needed to be ordered. The technician said he was unable to fix the refrigerator. Antech closed the work order and said they would recommend replacement. AHS or Antech never contacted us we continued to call and were finally told that the part Antech replaced was actually faulty. This is now going on 3 months. Antech came out on 3/15 to replace the mother board. After 2 days the refrigerator stopped working again. This time I had just went to the store and filled it with frozen items and food. I have called AHS multiple times, they told me to file an escalation or a CIL. No one will help me *** asked to speak to supervisors I will be placed on hold for an hour. They are trying to say they need to send out a ******* specialist. They have cost me so much time, and money with the wasted food due to the refrigerator going out. I demand a pay out. Thank you for your time.

  

  Business Response

  Date: 03/29/2023

  March 29, 2023
  
  
  *********
  BBB of the Mid-South
  *******************************
  *******, ** 38125
  
  RE: ***********************;AHS Plan No. *********; BBB Case No. ********; *************************
  
  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.
  
  Please be advised the owner of the above-mentioned warranty plan is ************************
  
  I have reviewed AHS records regarding this matter.  AHS does apologize for the plan holders frustrations regarding this matter.  On March 29, 2023, the decision was made the refrigerator should be replaced.  AHS ******************************* will contact the plan holder to review the replacement option in accordance with the provisions of the warranty plan.  The plan holder may contact the AHS ******************************* directly at **************.
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield of **********, ****

• Initial Complaint

  Date:03/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I put in a service request on Saturday 03/25/23 for my dryer and stove on 03/27/23 for my stove top. It was dispatched to a company called Service Appointment: Pending Are you scheduled?KN REPAIR *** has been assigned to your service request and will call to schedule your service appointment within the next 24 business hours (excluding weekends and holidays).For questions, you can reach them directly at **************. View Dispatch Dispatch #********* Date Requested: 03/27/2023 Address: ****************** *********** called yesterday morning and left a message to call them back. I called them at least six times and they don't return call. I reached out to AHS to have this reassigned to another contractor and they are refusing to do so but they took my service fee for both calls. I spoke with two reps this morning thus far from AHS to esclate the issue and they continue to avoid my request.

  

  Business Response

  Date: 04/05/2023

  April 5,2023
  
  
  
  *********
  BBB of the Mid-South 
  3693 ************* 
  *******, ** 38125 
  
  RE: ************************************; AHS Plan No.609906868; BBB Case No. 19861956
  
  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, the service request for the dryer and cooktop range was transferred to Miss Appliance Service for service. Miss Appliance Service reported that the cooktop/range burners, receptacles, and dryer belt will need to be replaced.AHS purchasing department ordered the parts needed, the estimated arrive date is April 13, 2023.
  
  When Miss Appliance Service receives the parts they will contact, ******************************* to schedule an appointment, she may also contact them at ************.

  Thank you for your consideration
  
  Sincerely,
  
  AMERICAN HOME SHIELD CORPORATION

• Initial Complaint

  Date:03/28/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  American Home Shield charged me over a week ago $100 and assigned a contractor Air Boss who won't answer or setup an appointment.I called on 3/27 and was promised if by the end of the day no response a new contractor would be assigned. I received no response.I called back 3/28 and the agent refused to assign a new contractor and again forced me to wait. I allege that AHS is not maintaining the service level promised in their contracts and is charging customers for service not received. I asked for a supervisor and was refused. I asked repeatedly to be assigned a new contractor and was refused. I feel this is fraudulent and abusive behavior by AHS.

  

  Business Response

  Date: 04/06/2023

  Date: April 6, 2023
  
  
  *************************************
  BBB of the Mid-South 
  ************************************;
  *******,** 38125 
  
  
  
  RE: ***************************************; AHS Plan No.621085618; BBB Case No.19861901
  
  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 Airboss Mechanical LLC visited the home on 03/31/2023 and completed the repairs to the dryer.
  
  As a courtesy, AHS will reimburse the $100 trade service fee. ************************** will receive the reimbursement back to the original payment method in ***** business days.
  
  Sincerely,
  American Home Shield of *******, Inc. 

  Customer Answer

  Date: 04/06/2023

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

  
  ******************************************************************

  12119 *******************

  *********, ** 33579

  
  

• Initial Complaint

  Date:03/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  While buying my home in March 2022, a home warranty by AHS was included, per direct statements to cover an old furnace, and an old air conditioner (**)/condenser combo. The units were inspected and serviced by contractors. The sales representative worked directly with my realtor and stated both would be covered if they broke down, but repairs would be necessary if at all possible. Fast forward to March 2023. The furnace broke down. I called and placed a work order. AHS took a few days, but sent out a service technician/vendor/contractor. The vendor stated there was no repairing the 40 year old furnace, and furthermore the ** unit was leaking and needed to be replaced as well. AHS denied the claim outright and did not notify me, the vendor did. My realtor helped me reach back out to the original sales representative who got an "Escalation Team" involved, who admitted the denial was in error and agreed approve it. They required me to open a second ticket and pay another $100 for the **, since the original ticket was just for the furnace. I did so.They then denied almost all work associated with replacing the furnace, **, and condenser, only approving the actual units. They provided me a $2600 bill for the furnace, and a $5100 bill for the ** they stated I had to pay, with no breakdown or reasons for denial. I spent hours on the phone, emailed the Escalation person, to no end. Once again, the sales representative got the Escalation team member to give me a breakdown, but only for the furnace. I argued that the items listed were covered under the contract now that I could see what was denied, and they listed one section of the contract, then changed the section referenced when I argued. When I got mad and emailed about involving arbitration they outright deleted my service history, any record of the work order, and any ability to accept it. Messed up and left the payment history though.Now they refuse to acknowledge anything or work with me.

  

  Business Response

  Date: 04/10/2023

  April 10, 2023
  
  
  
  
  *********
  BBB of the Mid-South
  *******************************
  *******, ** *****
  
  RE: RE: ***************************; AHS Plan No.600875288; BBB Case No. 19860877            
  
  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 furnace service request to a resolution.  According to our records, the furnace and air conditioner were authorized for replacement on March 22, 2023.
  
  Section D.l.of the warranty provides except as otherwise specified in your agreement, covered Item modifications, upgrades, repairs, or replacements required to comply with any federal, state, or local laws,regulations, or ordinances, utility regulations, or building or zoning code requirements; and section D.4.b. provides except as otherwise specified in your agreement, AHS is not responsible or liable for costs of construction,carpentry, or other modifications necessary to remove, relocate, or install a covered item or part thereof.  The modifications and/or code upgrades required are as follows: (A/C $4,400.00) drain line $300.00, mastic $200.00, duct $700.00, line set (inside) $400.00, pad  $300.00,disconnect $(1300.00 $****** =) $1050.00, line set (outside) $400.00,permit  ($500.00 ******) = $******,smoke alarm $500.00, access $300.00. (Furnace $2,600.00) duct $700.00,electrical $400.00, filter base $500.00, flue pipe $600.00, and gas line $400.00.  The vendor, Advanced Refrigeration, Heating & Air is also offering an $800.00 discount therefore the total non-covered charges are $6,200.00.
  
  As an alternative AHS can offer cash in lieu (***) of replacement in accordance with contract section C.8.c. If AHS determines, in its sole reasonable discretion, that circumstances beyond AHS' control prevent or hamper AHS from providing a proper repair or replacement of a covered item, AHS may provide you cash in lieu of AHS cost of such repair or replacement services.  The *** offer for the air conditioner is $1,834.00 and for the furnace is $2,170.00 for a total *** offer of $4,004.00.
  
  Although not obligated to do so, in an effort to amicably resolve this complaint, AHS has agreed to reimburse the plan holder an additional $1000.00.  AHS request the plan holder reject this response, confirm their acceptance of this offer, and provide their proper mailing address.  Alternatively,the plan holder may email the requested information directly to ************************************************************ for processing. AHS will await the requested information.
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield Corporation

• Initial Complaint

  Date:03/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  05/02/22: purchased home, began contract with AHS (ID #*************/24/22: central heating unit not heating effectively; requested tune-up (service fee: $75). Assigned vendor was ********************** LTD. Technician came and performed brief visual inspection of our unit, saying there are no issues.12/19/22: opened a service request ($85) for gas furnace (dispatch #*********) as after "tune-up" our unit still was not functioning efficiently. Another technician from same company performed more detailed inspection (but no repairs) and told us that the coil was extremely rusted. Technician said that his company would submit official diagnosis recommending full replacement of unit. 01/23 - 03/23: months with no update; reached out to AHS numerous times (14 calls so far) during this period. We were repeatedly told vendor hadn't submitted diagnosis. ****** told us they had submitted diagnosis, which stated that technician had performed "pull and clean" of evaporator coil (false). AHS did not effectively assist to correct the issue with unprofessional/dishonest vendor, leading to months of delay with no resolution. 03/23/23: due to temp increases we put in new $85 service request (dispatch #*********) for HVAC based on same issue: coils/nonfunctioning unit. New vendor came next day, quickly provided official diagnosis.03/27/23: received request from AHS for approval of $1330 in estimated non-covered costs to replace evaporator coils. After careful review of ShieldPlus contract I called to follow up on same day but was not given a clear or accurate explanation by customer ********************** rep, who would/could not escalate case. To resolve situation, we request that American Home Shield replace inoperative heating/cooling system. We have multiple open service requests (gas furnace and air conditioner), and AHS has failed to provide a resolution in a timely manner (>3 months from initial request). In total we paid $245 for nonexistent results and ineffective customer **********************.

  Customer Answer

  Date: 04/03/2023

  Just following up--one week has passed and AHS has not done anything to resolve my issue.

  

  Business Response

  Date: 04/04/2023

  April 4,2023
  
  
  
  *********
  BBB of the Mid-South 
  ************************************;
  *******, ** 38125 
  
  RE: *********************************; AHS Plan No.603843058; BBB Case No. 19860684
  
  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 25, 2023, **************** reported to AHS that the air conditioner evaporator coil will need to be replaced. AHS approved the evaporator coil replacement. The company further reported that refrigerant needed to be added to the air conditioning system. Section D.14.b of the warranty plan states that AHS will pay up to ten dollars ($10) per pound per occurrence for refrigerant. The customer is responsible for payment of any costs in excess of ten dollars per pound. The charge to the ************************ for refrigerant not covered by the warranty plan is $660. There are also modifications in the amount of $670 that are necessary. Section D.4.b of the warranty plan states AHS is not responsible or liable for cost of construction, carpentry, or other modifications necessary to remove, relocate, or install a covered item or part thereof. The total amount of charges that ************************ is responsible to pay for is $1,330.
  
  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.

  Thank you for your consideration
  
  Sincerely,
  
  AMERICAN HOME SHIELD OF *****, INC.

  Customer Answer

  Date: 04/10/2023

   
  Complaint: 19860684
  
  I am rejecting this response because we have researched the prices of the non-covered expenses listed in the vendor's quote. Based on our calculations from the quote, the required refrigerant is being charged at $230 per pound. After following up with the vendor, the minimal necessary modifications being billed at $670 is exorbitant and far above the market rate.

  Rather than receive a partial refund and still spend $730 to replace one part of a 20+ year old unit which is malfunctioning in various ways aside from just the evaporative coil, I am requesting a cash-in-lieu settlement so that we can arrange to have our own work done and replace the unit as per the verbal diagnosis of the first vendor (********) as well as a second professional opinion we sought independently from an HV** professional.

  In addition to the above request, I also request a refund for our two initial work orders (i.e. the ** tune up and the furnace service request) in which the ******** vendor did NOT provide the promised service and neither tuned up nor repaired our unit. These two requests total $155, and this aspect of my complaint was not addressed in the previous proposed resolution, nor were the wasted hours I spent on the phone with AHS customer representatives who had no power to escalate or resolve my issue during the three months we were without a functional heating system during the winter.

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

  Customer Answer

  Date: 04/17/2023

  Hello,

  Another week has passed, and I have not yet received a follow up from American Home Shield regarding my refund request. In the past week, we have had the AC/furnace work done ourselves using a vendor of our choice who charged a significantly more competitive market rate than the vendor sent by American Home Shield.

  I am again requesting the cash in lieu option from American Home Shield for the repair of our unit as well as a refund of my two initial work orders, the first of which was ineffective (i.e. the vendor performed no tune up, instead telling us our unit was fine, which was clearly not the case as demonstrated by our two following service requests) and the second of which was unfulfilled. These two service requests totaled $170.

  

  Business Response

  Date: 04/19/2023

  April 19, 2023
  
  
  
  *********
  BBB of the Mid-South 
  ************************************;
  *******, ** 38125 
  
  RE: *********************************; AHS Plan No.603843058; BBB Case No. 19860684
  
  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. In the alternative to having the repair completed by ****************, AHS offered ************************ the option of accepting cash in lieu of AHS cost of the authorized repair, up to the amount of $540.25. Section C.8.b of the warranty plan states AHS may provide a cash in lieu of AHS cost of such repair or replacement services. This offered amount is based on what AHS would expect to pay (which is substantially less than retail cost)for parts and labor for covered items less the incurred cost of the contractors diagnosis.
  
  In order to amicably resolve this issue, although not liable to do so, AHS will reimburse ************************ the $600 in addition to the *** of $540.25 for a total of $1140.25. If *********************** would like to accept AHS offer of reimbursement, she may submit a verified mailing address.
  
  In light of the inconvenience, AHS has waived the trade service call fees that were due, and a $155 trade service call fee reimbursement will be issued back to the payment source from which payments was made in approximately ***** business days.
  
  Thank you for your consideration
  
  Sincerely,
  
  AMERICAN HOME SHIELD OF *****, ****

  Customer Answer

  Date: 04/19/2023

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

  For the *** and refund, my verified mailing address is **********************************************************

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

  *********************************

  *****, ** 75701

  
  

• Initial Complaint

  Date:03/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There is incorrect information on my account; Name ********************* and a wrong address ***********************************************************************. I do not know anyone named *** nor have I ever lived in **********. Emails sent to my email account bear the name ***. I have called a total of 9 times to correct this. Additionally, the ** company scheduled to do seasonal ** check-************ has extremely negative ratings online that include aggressive behavior toward homeowners-screaming, yelling, and cussing at homeowners. They do not make appointments but call the same day. I asked if the employees entering my home were bonded with criminal history background checks and their response was "NO, call someone else. We are cancelling your appointment and letting AHS know that you do not need this service. " Horrible customer ********************** which I have been paying for and I do not even know WHICH or WHAT account I have been paying for. Online it says the charge is $39 a month but I have been paying $69.00 a month. I asked for paper statements to be sent to my email, but I still have not received them.

  

  Business Response

  Date: 04/04/2023

  Date: April 4, 2023
  
  
  *************************************
  BBB of the Mid-South 
  ************************************;
  *******,** 38125 
  
  
  
  RE: ***********************; AHS Plan No.599890778; BBB Case No. 19860075     
  
  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 forth e opportunity to assist **************** with her complaint. I have reviewed ****************** account and found that **************** has already contacted AHS and the mailing address and name on the account have been updated. Records show that the account is listed correctly in the system. It is possible that the contract holder for that property entered their email address incorrectly.
  In reference to the cooling system check, records show that a new vendor was assigned to perform the cooling system check.
  Records show that ****************** annual contract cost is $953.70 and she pays ***** monthly. AHS does not provide paper invoices.
  
  Sincerely,
  American Home Shield of *****, Inc. 

  Customer Answer

  Date: 04/04/2023

   
  Complaint: 19860075
  
  I am rejecting this response because: there is no acknowledgment that the previous company assigned did not have a criminal background check.  The website does not show monthly charges which is contrary to ***** Law.  The response does not address the wrong name and wrong address on my account.  Shoddy customer ********************** located in some foreign country where you have to deal with people who do not speak English well.  It took 8 phone calls to correct the wrong address and wrong name on my account.  Still no acknowledgement or apology from this company with shoddy business practices.  
  
  **********************************************

  

  Business Response

  Date: 04/12/2023

  Date: April 12, 2023
  
  
  *************************************
  BBB of the Mid-South 
  ************************************;
  *******,** 38125 
  
  
  
  RE: ***********************; AHS Plan No.599890778;BBB Case No. 19860075  
  
  Dear **************************: 
  
  American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint.  Your letter has been forwarded to me for review and response. 
  We thank **************** for her valuable feedback regarding the contractor ************. **** assured her voice has been heard and feedback has been submitted to their contractor relations representative on her behalf.

  
  Per the previous response, I have reviewed ****************** account and found that **************** has already contacted AHS and the mailing address and name on the account have been updated. Records show that the account's name and address are listed correctly in the system.

  
  I have submitted a request for **************** to be sent a copy of an ebill from AHS that will show the contract price amount paid to date and the remaining balance. **************** can log into her account and see the monthly payments due.

  
  Sincerely,
  American Home Shield of *****, Inc. 

  Customer Answer

  Date: 04/15/2023

   
  Complaint: 19860075
  
  I am rejecting this response because: It does not contain an apology.  I CORRECTED THE ***** ON MY OWN WITHOUT THEIR ASSISTANCE AS THEIR CUSTOMER CALL CENTER does not speak English and there is a cultural barrier to understanding and comprehension. . Further, I was told by their customer call center that there would be no increase in my monthly rate. A very poor customer ********************** company.  I would not recommend this company to anyone.  If I had known ahead of time this company was affiliated with ALLSTATE I would never have purchased it to begin with.  Poor, lousy horrible customer **********************.  No one should use this company it does not care about their customers.
  
  **********************************************