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

  
• 

  Home Security of America

  Unlisted Milwaukee, WI 53201

  
• 

  American Home Shield Corporation

  1051 N Kirk Rd Batavia, IL 60510

• 

  Home Security of America, Inc.

  PO Box 650993 Dallas, TX 75265

• 

  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:03/27/2023

  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.

  1/13/23 I filed a claim online with AHS to fix two New Bosch appliances installed in 2019 and paid ***** dollars for the deductible. Recurring Monthly Payment: $94.99 The Account number is ID: #******************: #s *********, *********, *********, *********, *********, *********, ******************************** live VIDEO services recorded the appliances and model numbers with problems. One is a Bosch built in drawer microwave ("Item 1") and the other is a Bosch built in double unit appliance with a microwave/speed oven combo unit on the top ("Item 2") and a regular oven portion on the bottom. Item 1 was not heating evenly and could not boil water. Item 2 had two problems. It could not heat over 400 degrees (it should be able to go to 450) and the console was very dim.JAN 2023 **************** ("Antech") came out for diagnosis of both Item 1 and Item 2. After a diagnosis visit, they came back and changed the magnetron on Item 1 and left Item 2 alone. AHS was contacted that the problems with the appliances were not fixed.FEB 2023 AHS assigned a new contractor named "Affordable" and the repairman came diagnosis both Item 1 and Item 2. After numerous visits and cancellations on Affordables side and calls to AHS, Affordable changed the magnetron AGAIN on Item 1, and discovered the real problem of the wave ****** in Item 1. The diagnosed Item 2 as a thermostat and never put in for the part or the console or came to repair it.3/27/2023 Affordable was confused on dispatch orders and so was AHS. I spoke to an AHS supervisor named *****. AHS could not get the difference between Item 1 and Item 2. AHS then hung up.AHS has no problem taking money monthly for services they are not providing. Their contractors do not have a solid grasp on diagnosing and repairing appliances. This is false, deceptive and theft on their part. I need my appliances fixed and need help with AHS. I have attached picture of the appliances with their model numbers.

  

  Business Response

  Date: 04/07/2023

  Date: April 7, 2023
  
  
  *******************;
  BBB of the Mid-South 
  ************************************;
  *******,** 38125 
  
  
  
  RE: ***************************; AHS Plan No.611539898;BBB Case No. 19859979
  
  Dear Ms. **************************************** (AHS) is in receipt of your letter advising of the above referenced complaint.  Your letter has been forwarded to me for review and response. 
  
  Thank you for the opportunity to assist ******************** with his complaint. I have reviewed AHS records and find that Affordable Services & Appliance Repair was authorized to fix the magnetron and waveguide on 04/03/2023 and parts were ordered by the vendor to complete the repair. The vendor reported to AHS that an appointment is scheduled for 04/07/2023 between **** pm to install the parts and complete the repair.
  Regarding the oven, records show that the vendor ********************* visited the home on 04/03/2023. AHS is currently awaiting the detailed diagnosis report. Once the diagnosis is received AHS will be able to make a repair determination.  AHS will continue to monitor the status of the repair.
  
  Sincerely,
  American Home Shield of **********, Inc. 

• 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.

  I bought a home and received a home warranty plan through escrow. I wasn't even aware of the plan until someone from American Home Shield called me to welcome me to the plan. The representative also explained if we had anything in the home that needed attention we could file a claim for $75 and get work done on the property. I asked the representative several times what were the requirements for the work to be completed and he explained that a service technician would come out to evaluate the scope and either complete the work or give a reduced price for the work. So I opened up one claim. The representative kept asking is there anything else and recommended we open as many as we can now so everything can be evaluated at once. I opened 3 claims costing me $225. All claims were denied and my $225 was kept. All claims were denied for existing conditions. Well the representative never explained that when I asked profusely for the rules. Of course all the repairs needed would ne existing condition because the home was not brand new. The company just collects $75 fees and denies all claims. I quickly cancelled and will never do business with this scam company ever again.

  

  Business Response

  Date: 04/05/2023

  Date:April 5, 2023
  
  
  ***************************
  BBB of the Mid-South 
  3693 ************* 
  *******, ** 38125 
  
  
  RE: ***************************; AHS Plan No.455964307; BBB Case No. 19859843
  
  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. Per Ms. ******* contract, it advises that certain items and events are not covered by this Home Service Plan. Please refer to the exclusions,restrictions, and limitations in boldfaced type in this document. The contract advises that a covered item malfunction that predates your agreement term is not covered under your agreement. The contract has limitations and exclusions that are outlined in the contract.

  
  Records show that **************** placed a service request for a re-key service on 04/21/2021 and the re-key service request was completed.

  
  An electrical service request was placed on 04/21/2021 and the repairs were completed.

  
  A service request for the wall furnace was placed on 04/27/2021 and assigned to **************** *** for service who reported that the cause of failure was due to cat urine. The repairs were denied as per the contract it advises that failures caused by not normal wear and tear are not covered.

  
  A service request for faucets was placed on 04/21/2021 and assigned to Spartan Plumbing *** who advised that the failures to the faucet were pre-existing. Per the contract, pre-existing failures are not covered by the warranty.
  

  Ms. ******* contract advises that a trade service call fee is due for each service requests that the member places.  AHS rightfully denied the repairs, and no reimbursements are due.

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

  Customer Answer

  Date: 04/05/2023

   
  Complaint: 19859843
  
  I am rejecting this response because: I never received a copy of the contract.  As my complaint states, I never knew I had a contract until a representative at your offices called and notified me.  All of your practices are deceptive and fraudulent.  I strongly urge no one to do business with such a company.

  Records show that **************** placed a service request for a re-key service on 04/21/2021 and the re-key service request was completed. 
  
  An electrical service request was placed on 04/21/2021 and the repairs were completed. MORE LIES!! NO ELECTRICIAL SERVICES WERE EVER COMPLETED BY YOUR COMPANY.
  
  A service request for the wall furnace was placed on 04/27/2021 and assigned to **************** *** for service who reported that the cause of failure was due to cat urine. The repairs were denied as per the contract it advises that failures caused by not normal wear and tear are not covered. MORE LIES!! WE DON'T OWN A CAT AND NEITHER DID THE SELLERS. NO ONE EVER MENTIONED ANYTHING ABOUT A CAT. THIS IS THE FIRST I HAVE EVER HEARD ANYTHING ABOUT A CAT.
  
  A service request for faucets was placed on 04/21/2021 and assigned to Spartan Plumbing *** who advised that the failures to the faucet were pre-existing. Per the contract, pre-existing failures are not covered by the warranty. WE WERE TOLD IF NOT ABLE TO COMPLETE REPAIRS UNDER WARRANTY THEN THE COMPANY WOULD GIVE A DISCOUNT BY YOUR OWN REPRESENTATIVE. NO PROPOSAL WITH A DISCOUNT WAS EVER GIVEN.
  
  I WILL CONTINUE TO LET EVERYONE KNOW HOW YOU DECEIVE AND STEAL MONEY FROM CUSTOMERS!

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

  

  Business Response

  Date: 04/19/2023

  Date:April 19, 2023
  
  
  ***************************
  BBB of the Mid-South 
  3693 ************* 
  *******, ** 38125 
  
  
  RE: ***************************; AHS Plan No.455964307; BBB Case No. 19859843
  
  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 hate to hear that Ms. ******* interactions with us were less than satisfactory. **** assured her voice has been heard and feedback has been submitted on her behalf.

  Records show that **************** placed a service request for a re-key service on 04/21/2021 and the re-key service request was completed. There are no records that Ms. ******* contacted AHS regarding any issues with the re-key service.

  Records show that an electrical service request was placed on 04/21/2021 and the repairs were completed. There are no notes showing that *************** contacted AHS after the services were completed to advise that she was still having issues or that the repairs were not completed.

  Records show that the denial letter was sent out on 05/04/2021. We hate to hear that **************** never received the denial. Records show that *************** has not contacted AHS regarding the forced air furnace service request since the service on 04/30/2021.

  Failures that are not covered by the warranty are the member's responsibility.

  Records show that **************** disputed the service fee for the plumbing, electrical, and forced air furnace and all three service fees were reversed back to the original payment method.

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

• 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.

  I have opened a service request on 02/25/2023 for few bathroom faucet leaks ,shutoff values , jacuzzi faucet leaks and paid $100 fees for service call. I got confirmation message with dispatch number for AHS saying ************ will contact me within 24 hours to fix the issue. I was contacted by plumbing company and they said that earliest they can come to diagnose and fix the issue would be 03/01/2023. They were coming from west Virginia and I am living in Virginia and it was hour and half drive for them to come to my place.Since I paid the service fees I agreed to wait for few days. ******* came on march 1st and did tried to fix the faucets but he was not able to remove them inorder to fix them. He opened the Jacuzzi faucet and tried to replace the part and said ******* faucet is fixed but other two bathroom faucets needs to replaced and he can not repair them.He told me that he will submit his diagnostic and repair report to American home shield and they will contact me for next steps and that usually happens within 24 to 48 hours.I waited 2 weeks but no one from American home shield reached out to **** finally contacted AHS and they said that they are still waiting for the diagnostic report from the plumbing company and they will reach out to them to get the report so that they can approve the replacement. Another two days passed and they still did not have the report from the plumber. So I contacted the plumber and asked about the status and they said they submitted the report and AHS should have it.Once AHS received the report they approved the replacement and said they will not do the exact make and model replacement of the faucets. I requested recall to check the Jacuzzi faucet which is still leaking and contacted plumber and AHS multiple times to have them come and either replace or fix the faucet but its been over month and every time I call AHS for status update they say that they are waiting for plumber to respond. This issue is going on over month now.

  

  Business Response

  Date: 04/05/2023

  April 5,2023
  
  
  
  *************************************
  BBB of the Mid-South 
  ************************************;
  *******, ** 38125 
  
  RE: *****************************; AHS Plan No.619695948; BBB Case No. 19859821
  
  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. April 5, ****************** Plumbing reported to AHS that the technician returned to the home on April 3, 2023 and replaced two bathroom faucets. The technician further diagnosed that the hallway bathroom shower valve cartridge and whirlpool tub faucet will need to be replaced. AHS approved the hallway bathroom shower valve cartridge replacement; however,the company will need access to replace the whirlpool tub faucet by removing some tiles. Section D.4.a of the warranty plan states AHS is not responsible or liable for providing or closing access to covered items. When ****************** creates the access, he may contact ********************* to reschedule for the repair to be completed. This repair is in progress.
  
  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 VIRGINIA, INC.

• 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.

  Contacted American Home Shield on 3-21-2023 ,dispatch number ********* and had HVAC contractor service HVAC unit on 3-23-2023. AHS service fee was $100.00 and contract states $75.00 as service fee . HVAC contractor found small Freon leak in evaporator coils.My cost for repair from HVAC company was going to be $1690.00 in costs for modifications and Freon and other costs . AHS cost was around $500.00 according to HVAC company. Totaling $2190.00 to be received by HVAC company. I have done HVAC duct work and installations and the modifications and Freon cost are not justified. Had another HVAC company come out of my choosing and was told the Freon can be recaptured and coils replaced for $1895.00. Called AHS for what their cash reimbursement would be? Their email stated $446.00 for replacement of compressor? The claim is for evaporative coils ! They also had my name spelled wrong . The cash option doesnt come close to the cost of replacement and labor . See C. Basic coverage 6.a.repair or replace.b.dismantle.c.recapture,reclaim of refrigerant,and 8.(b)of warranty. Section D.14.e) AHS will pay up to a total of ($3000.00) per covered item malfunction for access, diagnosis , and replacement of any covered appliance in section G.(Shield Plus).Section F.2. If such repair or replacement requires component or part upgrades to maintain compatibility and or compliance. AHS will cover such upgrades and necessary upgrades to duct connections , plenums . AHS is well underpaying their portion of repair , replace and labor costs. I believe AHS is misleading in their warranties.

  

  Business Response

  Date: 04/07/2023

  Please see the attached correspondence.

  Customer Answer

  Date: 04/07/2023

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

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

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

  *******, ** 79424

  
  

• 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.

  I have been working with AHS regarding a contract for my air conditioner unit that stopped functioning properly (no cold air). Inspection couldn't detect issues, it worked great - also worked after moving in. I filed this claim in September. At the time that I am writing this, it is March 27th and I regularly try to speak with AHS about this. I have been waiting an unacceptably long time for AHS to move forward with this process and have been stuck since October. I call week-after-week asking for status updates and I get the same series of responses with absolutely no update. The status has been held-up with the authorization team since October.I have been asked to complete a series of steps, all of which I have obliged and yet I still have not had any update despite the weeks of requests from AHS. I am continuously told by the support team that they have not received authorization from the authorizations department and they tell me that they are sending an "urgent message" to this team requesting an update. Along with that, I am told that I will receive a call back from the support team and they will "make sure" to do so since I have been waiting so long for full approval. I have also had a few instances where I was told that everything is approved, but that the authorization team has manually held me up. These steps that I have been asked to take, and done, include: calling the vendor and having them call AHS, asking the vendor to complete a form to send to an email address that I was provided, asking my home inspector to email the AHS "proof of service (can't remember exact team name)" email address with confirmation that the ** unit was in good condition, and waiting several weeks for updates. I've been stuck in a cycle of being told that I will get some kind of update from AHS 2-3 business days each time that I call. I have gone through this more than 10 times now. My issue is clearly covered by their terms and I want the claim to move forward and a repair.

  

  Business Response

  Date: 04/07/2023

  Date:April 7, 2023
  
  
  ***************************
  BBB of the Mid-South 
  ************************************;
  *******, ** 38125 
  
  
  RE: *******************************; AHS Plan No.613733588; BBB Case No. 19859611
  
  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 record and found that AHS has received the diagnosis from the 2nd opinion vendor Sweet Mountain Air Cooling & Heating ****The technician reported to AHS that the evaporator coil was leaking causing freon to leak and the system to not cool. The technician advised AHS that the evaporator coil would need to be replaced. AHS authorized the replacement of the evaporator coil. Records show that the coil has been ordered and is estimated to arrive on 04/18/2023. Once the part arrives ******************** will be contacted by the vendor regarding scheduling to complete the repair.  
  
  Sincerely,
  American Home Shield of *******, ****  

• 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.

  Hello, I am calling to submit a complaint about a company that your contracted with who is committing fraud and extortion. The contractor came to my home today (*** was his name) and diagnosed the water heater indicating that a standard 40 gallon hot water heater would be needed as it was beyond repair. He said simple install to do, get the new one ordered once approved by AHS and then someone would contact me to schedule the install. NOTE The water heater is one that was put in by another plumbing company that AHS contracted with about 5 years ago. Based on the analysis that AHS received from ********************* in ***********, **, they said I need a modification to install a new water heater. This company is trying to make EXTRA $$$ by advising AHS that a "modification" is needed on my hot water heater that was installed last time by an AHS contractor without any "modification". This is a clear case of a contractor wanting to take advantage of a AHS customer since ********************** probably does not pay them a lot to do this service. I am typing this message while on hold for a supervisor/manager (over 35 min as of now) since the customer ********************** person (Kyrid) is not able to assist to help resolve the matter. We waited another 5 minutes and was told that a supervisor would call me back. I am submitting this request as AHS should have sent another contractor out today as I requested since I have an active leak. I called back again to see if a suprvisor was available and they said no but I am on the schedule for someone to call me before 5pm ET.

  

  Business Response

  Date: 03/29/2023

  March 29, 2023
  
  
  *****************
  BBB of the Mid-South
  *******************************
  *******, ** 38125
  
  RE: ****** &*********************; AHS Plan No. *********; BBB Case No. 19858905
  
  Dear **********:
  
  American Home Shield ("AHS")is in receipt of your letter advising of the above referenced complaint.  Your letter has been forwarded to me for review and response.
  
  I have reviewed AHS records regarding this matter.  On March 23, 2023, a service request was placed on the water heater and *********************** was dispatched to diagnose any problems.  On March 27, 2023, it was reported the water heater needed to be replaced and AHS authorized that replacement in accordance with the provisions of the warranty plan.  *********************** explained to properly replace the water heater they would need to make modifications.  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.  Therefore,based on the information received and the terms of the warranty plan, the plan holder is responsible to pay *********************** directly for the non-covered modifications (total of $575). 
  
  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.  Alternatively, if the plan holder would prefer to use their own licensed and insured contractor, AHS would offer our cost to replace the water heater ($708.36).  AHS will await the plan holders decision on how they would like to move forward with the replacement of their water heater.
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield 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 and accept a cash out offer of $708.36.

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

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

  ************, ** 34637

  
  

• Initial Complaint

  Date:03/27/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a customer of ********************** for approximately a year and a half. I cancelled my home warranty last week due to two unsatisfactory repairs. When I cancelled the service, I was informed that I had to pay a cancellation fee of approximately $70 because I was not cancelling at the end of my service period. I asked the AHS customer ********************** representative to please provide me with a document I signed agreeing to these terms (as I had no idea that there was a service period or a cancellation fee), and he informed me that I never signed anything and that my first monthly payment to AHS acted as my agreement to these terms. At this point, I had to choose between either paying the fee or continuing to pay monthly for the service until the end of the service period, so I paid the fee. I was never told about these terms when I began my warranty, nor was I ever made aware of them at any point I was a customer. I would like the cancellation fee refunded.

  

  Business Response

  Date: 03/29/2023

  March 29, 2023
  
  
  ***************************
  BBB of the Mid-South
  *******************************
  *******, ** 38125
  
  RE: *******************; AHS Plan No. *********; BBB Case No. ********; *************************
  
  Dear ********************:
  
  American Home Shield ("AHS") is in receipt of your letter advising of the above referenced complaint.  Your letter has been forwarded to me for review and response.
  
  I have reviewed AHS records regarding this matter.  Although not obligated, AHS has agreed to reimburse and waive the rightfully due administrative fee ($71.99).  The plan holder should expect to receive that reimbursement within 10 to 14 business days.
  
  Thank you for your consideration.
  
  Sincerely,
  American Home Shield Corporation

  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,
  
  *************************

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

  *********, ** 44281

  
  

• Initial Complaint

  Date:03/27/2023

  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.

  During a service call for my air handler the business made it impossible to get an understanding of the uncovered costs for the replacement. When an attempt to understand and escalate the call to dispute uncovered costs I was placed on hold over 6 different times for *****+ minutes only to be disconnected and never called back. When I actually spoke with one person in the authorizations department, they refused to send me to the escalation department until I had recited all the issues to her. When I had pushed to the escalation department and when the employee on the other end of the phone was unable to explain my contract they promised to have a supervisor call me back within 24 hours on two separate occasion and it didn't happen. Some of the employees pointed out very different discrepancies of what was approved based on my contract and plan coverage and even admitted the uncovered cost sheet contained errors. One employee had agreed there were things that should have been covered per my contract but the call was disconnected. The customer ********************** is unacceptable for a warranty company where the employees are unable to explain anything in the contract outside of reading the same catch-all section that saves the company money.

  

  Business Response

  Date: 04/05/2023

  April 5,2023
  
  
  
  *************************************
  BBB of the Mid-South 
  ************************************;
  *******, ** 38125 
  
  RE: *****************************; AHS Plan No.622769238; BBB Case No. 19858472
  
  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 February 20, 2023, May ******* and Air reported to AHS that the air conditioner air handler unit will need to be replaced. AHS approved the air handler unit replacement.The company states there are also modifications in the amount of $900 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. There are also code upgrades needed in the amount of $920. Section D.1.l of the warranty plan states this contract does not cover, 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. The total amount of charges that Mr. ******* is responsible to pay is $1,820 directly to May ******* and Air.
  
  If **************** would like to move forward with the air handler unit replacement, he may contact May ******* and Air to schedule an appointment at ************.

  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.

  In January of 2023, the dishwasher in a rental unit leaked due to a malfunctioning thermostat and flooded the kitchen, causing extensive damage to the cabinet and walls. We thought we were covered for some of the flood damaged items such as drywall and cabinets, and for the dishwasher replacement by our American Home Shield Warranty (#*********), Section C4:4. Coverage under your Agreement is for a Covered Item malfunction occurring during your Agreement Term caused by:a. Normal wear and tear of the Covered Item;The dishwasher is more that 20 years old, so it should be covered under normal wear and tear. AHS first denied our claim, saying we were not covered under the policy for our primary home, but when we pointed out that we had a separate policy for the rental unit, AHS denied the claim again, saying that the policy did not cover leaks in the concrete slab. When further investigation revealed there was no slab leak, AHS denied the claim again, saying that it was due to a dishwasher manufacturing defect. For a 20-year-old dishwasher, it would seem that any such defect would have become apparent long ago. The dishwasher was a Frigidaire Model No. FGBD2438PFOA, and no recalls are listed on Frigidaire's website. Our request is for reimbursement of the cost of the dishwasher and payment for repair of the flood damage to the carpet, drywall and kitchen cabinets that had to be replaced.

  

  Business Response

  Date: 04/06/2023

  April 6, 2023
  
  
  
  
  *****************
  BBB of the Mid-South
  *******************************
  *******, ** *****
  
  RE: ***************************; AHS Plan No. 601109018;BBB Case No. 19858448           
  
  Dear **********:
  
  American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint.  Your letter has been forwarded to me for review and response.
  
  We truly appreciate the valuable feedback from *************************** and for allowing us the opportunity to assist with bringing the dishwasher service request to a resolution.  I have reviewed AHS records and authorized the replacement of the dishwasher. The plan holder can expect to hear from AHS ******************************* within 3-5 business days with an offer for replacement.  The direct number to the appliance purchasing department is ************ and their hours of operation are Monday -Friday 7am -7 pm CST.
  
  Section D.8. of the warranty provides AHS is not responsible or liable for special, secondary, incidental, indirect, consequential, exemplary,or other related damage resulting from the malfunction of any Covered Item, or AHS or a Service Contractors neglect or delay in providing, or failing to provide, repair or replacement of such Covered Item, including, but not limited to, food spoilage, loss of income, utility bills, additional living expenses,or personal and/or real property damage; therefore there is no reimbursement offer for the secondary damage that was caused by the failed dishwasher.
  
  Thank you for your consideration.
  
  
  
  Sincerely,
  
  American Home Shield of **********, ****

  Customer Answer

  Date: 04/06/2023

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

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

  3825 *************

  *********, ** 92028

  
  

• 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.

  I purchase this home warranty about a month and a half ago. Last week Thursday I needed to utilize the service as the toilet and bathtub on my tenants side was clogged up and the bathroom was not functional. I put the claim in online and then called the contractor assigned. I was able to have a technician come to my home Friday who assessed the issue and advised it needed to be escalated to another company that could unclog the main drain. This info was passed to AHS and they were supposed to call me back to follow up. I didnt hear back from AHS so I called the new company assigned to my service case. When I contacted them they stated they dont service main drains and that they had informed AHS many times before in the past. I then called American Home Shield who advised they would escalate to their dispatch team as this was an emergency situation(my tenants had to leave their apartment to shower and use the toilet). I waited until Friday around 11:30am and I called back to be told AHS dispatch team is still working on it. I waited until Saturday to call AHS back. When I called I was notified that they have 24 hours to locate a contractor. I asked the rep if I found my own contractor would they reimburse me? The rep advised me that AHS would reimburse me if I found a contractor that determines the clog was due to normal wear and tear and unrelated to foreign objects, and as long as it was under the terms and conditions of my contract I would be reimbursed. So I hired a contractor (who is licensed) to resolve the matter and called AHS Monday and they advised me that the rep misinformed me and the only way I could get reimbursed is through a process similar to arbitration. I advised this needed to be over ridden considering their rep misinformed me. I was told they have to do an investigation that takes 24-48hrs and I would get a call back after. I then spoke with a rep who advised it will take 48-72hrs. I dont trust this company and I will NEVER refer anyone.

  

  Business Response

  Date: 03/29/2023

  March 29, 2023
  
  
  *************************************
  BBB of the Mid-South
  *******************************
  *******, ** 38125
  
  RE: *******************; AHS Plan No. *********; BBB Case No. 19858241
  
  Dear **************************:
  
  American Home Shield ("AHS")is in receipt of your letter advising of the above referenced complaint.  Your letter has been forwarded to me for review and response.
  
  I have reviewed AHS records regarding this matter.  AHS does apologize for the plan holders frustrations regarding this matter.  Although not obligated, in order to resolve this matter amicably, the plan holder may reject this response and attach the paid itemized invoice for the stoppage repair to this complaint.  The requested information should include an itemized breakdown of the costs incurred or estimated for the repair, as well as the technicians diagnosis of what caused the failure. When the paid invoice has been received and reviewed, AHS will advise further of our position.  AHS will await the requested itemized paid invoice.
  
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield of *****, ****

  Customer Answer

  Date: 03/29/2023

   
  Complaint: 19858241
  
  I am rejecting this response because: I have spent several days speaking with your customer ********************** team along with the escalations team, and have been repeatedly lied too. I called your company on 3/27/23 requesting a refund; per the instructions of one of your reps I spoke with on 3/25/23. When I spoke with your rep on Monday (3/27) I advised them that I was improperly informed. I was then instructed by your rep; from the escalations team, that she would personally request to have the call pulled and would call me back in 24hrs. About an hour later I received a miss call from your company in which I returned the call and spoke with another rep who eventually explained I would get a call back in 48hrs. I was very upset by this information and explained why I was upset. He ageed to issue a credit for the service fee (******) for the lack of service Ive received so far. I agreed to wait to hear back from someone in 48hrs. Here we are today (3/29/23) and still havent received a call back regarding their review of the call. I reached out and spoke with another rep from your escalations team who advised me that I needed to wait until Friday (4/1/23) to be contacted. I am furious at this point, and advised I wanted to cancel. She advised she would credit me back the service fee (******) for the inconvenience and that i should wait until Friday to hear from a manager.  At this point I dont trust anything I hear from your company. I have been poorly treated and this is one of the worst experiences Ive had with any company that supposed to be on my side. Ive attached the invoice but Im sure nothing will be done. I dont plan on recommending American Home Shield to anyone I know.

   

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

  

  Business Response

  Date: 04/01/2023

  April 1, 2023
  
  
  *************************************
  BBB of the Mid-South
  *******************************
  *******, ** 38125
  
  RE: *******************; AHS Plan No. *********; BBB Case No. 19858241
  
  Dear **************************:
  
  American Home Shield (AHS) is in receipt of your letter enclosing additional correspondence from plan holder.
  
  AHS has previously received and reviewed plan holder's complaint and stated its position regarding this matter.AHS' position does remain unchanged.  AHS does apologize for the plan holders frustrations regarding this matter.  Although not obligated, in order to resolve this matter amicably, the plan holder may reject this response and attach the paid itemized invoice for the stoppage repair to this complaint.  The requested information should include an itemized breakdown of the costs incurred or estimated for the repair, as well as the technicians diagnosis of what caused the failure. When the paid invoice has been received and reviewed, AHS will advise further of our position.  Although the plan holder indicates they attached the requested invoice, no attachment has been provided to AHS.  AHS will await the requested itemized paid invoice.
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield of *****, ****