Business Profile

Home Warranty Plans

American Home Shield

Headquarters

Complaints

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

Customer Complaints Summary

18,362 total complaints in the last 3 years.
4,994 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:03/27/2023
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 never signed up to continue service with them they auto renewed my contract with my autopay card. I also called twice to cancel service after noticing months of continued charges for services I no longer wanted. I keep getting told they will send me mail correspondence and email telling me everything is canceled and I have never received any type of communication from them. I want my warranty service canceled. My most recent call was on March 23rd, 2023 and I still not have heard back from them.
Business Response
Date: 04/06/2023
April 6, 2023

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

RE: *********************************; AHS Plan No.607823718; BBB Case No. 19857870

Dear *********:

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

AHS apologizes for *********************************** frustration regarding this matter. On April 6, 2023, AHS cancelled the warranty as requested by **********************. AHS was able to back date the cancellation to February 6, 2023, the first request by ********************** to cancel the warranty, as ********************** did receive a renewal notice, he will receive reimbursement of $137.98. ********************** will receive confirmation of the cancellation within 3-5 business days.
Thank you for your consideration

Sincerely,

AMERICAN HOME SHIELD CORPORATION
Business Response
Date: 04/06/2023
April 6, 2023

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

RE: *********************************; AHS Plan No.607823718; BBB Case No. 19857870

Dear *********:

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

AHS apologizes for *********************************** frustration regarding this matter. On April 6, 2023, AHS cancelled the warranty as requested by **********************. AHS was able to back date the cancellation to February 6, 2023, the first request by ********************** to cancel the warranty, as ********************** did receive a renewal notice, he will receive reimbursement of $137.98. ********************** will receive confirmation of the cancellation within 3-5 business days.
Thank you for your consideration

Sincerely,

AMERICAN HOME SHIELD CORPORATION
Business Response
Date: 04/06/2023
April 6, 2023

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

RE: *********************************; AHS Plan No.607823718; BBB Case No. 19857870

Dear *********:

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

AHS apologizes for *********************************** frustration regarding this matter. On April 6, 2023, AHS cancelled the warranty as requested by **********************. AHS was able to back date the cancellation to February 6, 2023, the first request by ********************** to cancel the warranty, as ********************** did receive a renewal notice, he will receive reimbursement of $137.98. ********************** will receive confirmation of the cancellation within 3-5 business days.
Thank you for your consideration

Sincerely,

AMERICAN HOME SHIELD CORPORATION
Business Response
Date: 04/06/2023
April 6, 2023

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

RE: *********************************; AHS Plan No.607823718; BBB Case No. 19857870

Dear *********:

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

AHS apologizes for *********************************** frustration regarding this matter. On April 6, 2023, AHS cancelled the warranty as requested by **********************. AHS was able to back date the cancellation to February 6, 2023, the first request by ********************** to cancel the warranty, as ********************** did receive a renewal notice, he will receive reimbursement of $137.98. ********************** will receive confirmation of the cancellation within 3-5 business days.
Thank you for your consideration

Sincerely,

AMERICAN HOME SHIELD CORPORATION
Business Response
Date: 04/06/2023
April 6, 2023

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

RE: *********************************; AHS Plan No.607823718; BBB Case No. 19857870

Dear *********:

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

AHS apologizes for *********************************** frustration regarding this matter. On April 6, 2023, AHS cancelled the warranty as requested by **********************. AHS was able to back date the cancellation to February 6, 2023, the first request by ********************** to cancel the warranty, as ********************** did receive a renewal notice, he will receive reimbursement of $137.98. ********************** will receive confirmation of the cancellation within 3-5 business days.
Thank you for your consideration

Sincerely,

AMERICAN HOME SHIELD CORPORATION
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,

*********************************
46668 ****** Dr ******************** Pk, ** 20653

Customer Answer
Date: 04/16/2023
I haven't received a refund but have received a bill which wasn't part of the deal that was reached with the company.
Customer Answer
Date: 04/17/2023

From the CONSUMER:
Sent 4/16/2023 2:30:49 PM
I haven't received a refund but have received a bill which wasn't part of the deal that was reached with the company.
Business Response
Date: 04/21/2023
April 21, 2023

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

RE: *********************************; AHS Plan No.607823718; BBB Case No. 19857870

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. A request has been submitted to AHS accounting department to remove the admin fee of $68.99, the account will be updated within 5-7 business days. ********************** can disregard any billing he may receive in the mail.

On April 7, 2023, AHS processed the reimbursement of $137.98 back to the original account used to make the payment. ********************** will receive the reimbursement within ***** business days.
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.
I have random periodical increases in my rate for this company. I started getting this home warranty service for $45 and it has skyrocketed for me when new customers and others continue to have lower rates. I called in for December to ask why my rate shot to over $77.41 dollars. I agreed with a retention specialist about a new rate of $61.06. They charged that for one month and jumped back to $77.41. This is unacceptable. I want a refund for the difference and for my rate to remain what was agreed to over the phone. This seems to be a new tactic when verbal agreements are made with retention specialists. Please correct. Thank you.
Business Response
Date: 04/05/2023
Date:April 5, 2023

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

RE: *********************; AHS Plan No.615100288; BBB Case No. 19857582

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

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

I have reviewed AHS records and found that ************** was offered a $171.16 concession to offset the increased contract cost. The concession was applied to the account in the form of monthly payments for December, and January and a partial payment for February versus being applied evenly to the 12-month premiums. ************** can refer to his banking statement to show that he was not charged a monthly premium for December and January and only paid $61.06 for the month of February.
AHS can adjust the invoice to reflect a lower monthly cost, but ************** will be responsible for those payments that were not deducted once the invoice is adjusted or AHS can concession an additional month as a courtesy to resolve this complaint. ************** can respond back with his decision.

Sincerely,
American Home Shield Corporation
Customer Answer
Date: 04/05/2023

Complaint: 19857582

I am rejecting this response because: This was not what was articulated to me when discussing this agreement over the phone. I was told my monthly rate would be returned to the $60 one I had previously. This response from the business implies that once the 12 months are over, the rate will increase again since it's left the same. I want my rate to remain the same and not drastically rise. New people get lower rates and you can call in every year to haggle it down. Just leave it the same for a loyal customer. I should be the one you are trying to keep the most paying my bills on time! These games are what make people move to other companies.
I'm looking for my rate to stay the same as discussed over the phone. If the other months were not automatically taken out(I have an autopay card), that should not be my fault if I was told something different. I was not told the rate change would be applied that way.

Sincerely,

*************************
Business Response
Date: 04/19/2023
Date:April 19, 2023

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

RE: *********************; AHS Plan No.615100288; BBB Case No. 19857582

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.

The contract is a 12-month contract, after the current contract expires it will be eligible for renewal. AHS does not know as of now if the rates will change when the contract is up for renewal. ************** will receive renewal information 3 months prior to the contract renewal that will advise if there will be a rate change. At that point ************** can contact the consumer sales department at ************** to discuss his contract renewal.

As requested, I have submitted the invoice adjustment form to reflect monthly premiums as $63.15. ************** should allow **** business days for the form to be completed and the billing invoice to be adjusted.

Sincerely,
American Home Shield Corporation
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.

Sincerely,

*************************
1337 ***********
*****, ** 44313
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.
On 11/15/2022, I paid $100 for the service fee when both of my furnaces went out at the same time. After a service call, I was told both issues were being sent to the local heating and air company. After a week or so I was called by that company and told that the parts were on back order for furnace #1 and for furnace #2 the warranty company refused to cover. I called multiple times for an explanation and was just directed to see my contract. I requested a supervisor for furnace #2 issue and got nowhere. To make matters worse, furnace #1 was never fixed and HSA closed the claim! I chatting in a couple of months ago and requested a credit and a supervisor to call. Nothing has been done and Ive been charged $42 each subsequent month for service. There are many other complaints about this company online. I do not understand why they are allowed to scam people out of money legally. At the very least, I should get the past 6 months credited and my furnace #1 fixed!
Business Response
Date: 04/06/2023
April 6, 2023

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

RE: ***********************; *** Plan No. 603211858;BBB Case No. 19857489

Dear Ms. ****

Home Security of ******** **** (***) 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 a/c service request was assigned to a Support Specialist to assist with facilitating a resolution. On March 29, 2023, The Support Specialist placed a new service request to include both furnaces as the previous request was dated November 13, 2022, and there was a delay in obtaining parts needed for repair/replacement of the first unit, and no diagnosis on the second unit.

AHS relies on the diagnosis from our licensed technicians to determine the course of action for the repair and/or replacement of a covered item. Once the diagnosis is received AHS will proceed with the authorization in accordance with the terms and conditions of the *** warranty plan.

Although not obligated to do so in an effort to amicably resolve this complaint, *** will refund the original service fee paid. The plan holder can expect to receive credit in the original form of payment within ***** business days. The monthly premiums paid were rightfully due and will not be reimbursed.

Thank you for your consideration.

Sincerely,

American Home Shield Corporation
Customer Answer
Date: 04/08/2023

Complaint: 19857489

I am rejecting this response because:

The issue is still not fixed. I appreciate you offering to refund the service, although that should be a given. I still have a furnace that hasnt been fixed since November! I understand supply chain issues, but we are talking 6 months now.

Sincerely,

***********************
Customer Answer
Date: 04/16/2023
My furnaces are somehow still not fixed and nobody has called me back. Someone named ***************************** originally reached out to me but has ignored my emails since 3/31. I appreciate the offer to refund the $100, but Im confused as to why nobody will come resolve my issue.
Business Response
Date: 04/17/2023
April 17, 2023

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

RE: ***********************; HSA Plan No. 603211858;BBB Case No. 19857489

Dear Ms. **************** 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.

After further review, it is found that HSA has previously and accurately advised *********************** as it pertains to the furnace(s). The vendor, Airpro reported that one furnace needs to be replaced due to a cracked heat exchanger and the second unit has a failed blower motor.

To install new equipment, modifications and/or code upgrades may be required however not covered by the warranty as stated in contract section F.4. Coverage does not apply in these instances:modification charges or costs for metal fabrication, plenum work, or electrical changes necessary to satisfy the installation requirements of a new replacement unit. and section G HSA is not responsible for any upgrades, work or costs required to comply with any federal, state or local laws, regulations or ordinances or utility regulations, or to meet current building or zoning code requirements, or to correct for code violations. The modifications and/or code upgrades are as follows: drain line $350.00, electrical line $300.00, flue pipe $650.00, gas line $350.00, plenum $1,500.00, disposal $50.00 and additional codes/modifications not listed $350.00.   The total non-covered charges are $3,550.00.

Although not obligated, in an attempt to resolve this matter amicably, AHS has agreed to reimburse the plan holder up to $1,000.00. 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,

Home Security of *************
Customer Answer
Date: 04/17/2023

Complaint: 19857489

I am rejecting this response because:
I am not attempting to fix the furnace that needs fully replaced. Can you explain why the heating and air company is yet to fix the one that needs a blower replaced? That is all Im attempting to do at this time.

Sincerely,

***********************
Business Response
Date: 04/26/2023
April 26, 2023

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

RE: ***********************; HSA Plan No. 603211858;BBB Case No. 19857489

Dear Ms. ****

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.

According to our records, Air Pro Heating and Cooling is scheduled to install the parts for the second unit on April 28,2023.

Sincerely,

Home Security of ******** ****
Customer Answer
Date: 04/27/2023

Better Business Bureau:

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

Sincerely,

***********************
******************
*******, ** 15042
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.
My furnace stopped working on Friday, March 3rd, 2023. I went online and filed a claim with American Home Shield. I was notified that a company called Service *** would be contacting me. On Monday, March 6th Service *** called and made an appointment with me for March 8th. Sevice *** arrived early in the morning on the 8th and quickly determined that the blower motor in the furnace had seized up. They said that my 23 year old furnace was at the end of it's useful life and needed to be replaced. They also said that due to supply issues it would take a month to get a replacement. A couple of weeks later I got an email from AHS that said that my claim was being processed. I called to find out why it was taking so long to process my claim and got no explaination, just apologies. After 3 weeks I called AHS again and was told that my claim was still being processed and again no explanation of why it was taking so long. I have tried calling Service *** twice and left a voice message both time and have not gotten a call back. My wife and I have been without a furnace for over 3 weeks. The weather here in the Pacific Northwest is still cold and we have been relying on a gas fireplace and a couple of portable electric heaters to try to keep our home liveable. On top of all of this, I was diagnosed with walking pneumonia a week ago. I need to have American Home Shield step up to the plate and get my furnace replaced.
Business Response
Date: 04/05/2023
Date: April 5, 2023

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

RE: ***************************; AHS Plan No.614878628; BBB Case No. 19857371

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

American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.
Thank you for the opportunity to assist **************** with his furnace complaint. I have reviewed AHS records and found that a service request for the forced air furnace was placed on 03/03/2023 and assigned to Service ******************************** for service.AHS received the detailed diagnosis from the vendor on 03/16/2023 advising that the blower motor failed due to the bearings going out. The technician recommended replacing the **************** show that the authorization representative submitted the authorization request form for approval on 03/16/2023 but due to a technological error, the form did not process. The authorization approval request was resubmitted and approved on 03/27/2023.Records show that the equipment has been ordered and has an expected date of arrival of 04/06/2023. Once the equipment arrives the vendor will contact *************** directly to schedule a visit to complete the repairs.
As a courtesy, AHS will reimburse **************** the $125 trade service fee. He will receive the reimbursement back to the original payment method in ***** business days.

Sincerely,
American Home Shield of Washington, Inc.
Customer Answer
Date: 04/12/2023
I am still unhappy with AHS. Once my claim was finally processed, I was contacted by their representative, *************************, who advised me that i had two options, proceed with their contractor, Service **** or accept cash in lieu in the amount of $2130.69 and pick my own contractor. Since Service *** is located on the east side of Puget Sound and about two hours away from where I live on the west side of Puget Sound, I advised ****** that I wanted to get a couple of bids from heating companies closer to my home. I also contacted **** at Service *** and told him to hold off on ordering a furnace for me so that I could get those bids. Four days later I got an email from Service *** saying that my they had my furnace. I emailed **** again and reminded him that I had asked him to hold off on ordering a furnace until I got some local bids and have not heard back. I opted to go with a local company ******************************, and emailed ****** on 4/6 to inform her of my decision and that I would be opting for her offer of cash in lieu. I got no reply so I emailed her again on 4/9 asking for comfirmation that she had received my previous email. On 4/10 I got a response from ****** who apologized for not replying sooner because her email service had been down for a couple of days. She also said that she was going to be in training beginning 4/11 until 5/4 so she would be unable to process my request until she got back from training. That would mean another 3 1/2 week delay which seems unacceptable to me since AHS surely must have more than one person processing claims. Yesterday I contacted the **************** representative for AHS (*****************************). I explained my predicament and he requested copies of my correspondence with ****** as well as copies of my invoices from the company who, coincidentally, installed my new furnace yesterday. I sent him the information that he requested and have not yet gotten a reply. At this point I feel like the proverbial can that has been kicked down the road. I feel that AHS has been using delay tactics to wait as long as possible to pay my claim.
Customer Answer
Date: 04/14/2023

Complaint: 19857371

I am rejecting this response because:
I am still waiting for a response as to why it is going to take another 3 1/2 weeks for my cash in lieu to be processed. I believe that ***************************** is handling this but will have to wait to see.

Sincerely,

***************************
Business Response
Date: 04/19/2023
Date: April 19, 2023

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

RE:***************************; AHS Plan No.614878628; BBB Case No. 19857371

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

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

I have reviewed AHS records and found that the cash in lieu request was processed on 04/10/2023 and *************** was sent the cash in lieu offer via the email address on file. *************** can follow the instructions in the email to accept the cash in lieu offer or he can contact the cash in lieu department at ************** if he has any questions or concerns regarding the cash in lieu offer.

Sincerely,
American Home Shield of *********** ****
Customer Answer
Date: 04/19/2023

Complaint: 19857371

I am rejecting this response because: The referenced email on 04/10 was from *************************. As I previously stated, she informed me that she was going to be in training beginning the next day and could not process my cash in lieu request until she return to her office on 05/04. This is unacceptable since I don't believe that she is the only person at AHS that can process my claim. Also as previously stated, I contacted the **************** representative for AHS, *****************************, and at his request, sent him a copy of all of my email exchanges with **************** along with copies of my invoices for the replacement furnace that I opted for. On 04/13 I received an email from ********************** indicating that he had received my email and was working to get the information to the right person to get my claim processed. Nearly a week later I am still waiting for AHS to process my request.

Sincerely,

***************************
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.
We have contacted American home shield about a gas dryer stopped working we have filed claim over a month and a half ago and paid the service fee for fixing it , I have called more then 10 times regarding fixing the problem and every time its we are working on it with no progress thats why we have the warranty for issues like this and nothing from them asked to speak with manager and no call back
Business Response
Date: 04/05/2023
Date:April 5, 2023

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

RE: *************************; AHS Plan No.621644558; BBB Case No. 19857317

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

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

Thank you for the opportunity to assist ************** with her complaint. I have reviewed AHS records and found that a service request for the dryer was placed on 02/09/2023. Due to AHS not being able to locate a vendor to service ************* was given outside authorization to use her own vendor which she accepted on 02/10/2023.

On 02/16/2023 Ms. ****** son called in and stated that they were unable to locate a vendor a requested that AHS locate a vendor. The service request was transferred back to the dispatch queue to allow AHS dispatch department to assist with locating a vendor.

Due to issues with the service request the member requested to cancel the contract.

If ************** is in possession of an invoice from a licensed appliance technician, she can attach a copy of the paid invoice or estimate for the dryer to the BBB site for review. The requested information should include a breakdown of the costs incurred or an estimate for the repair, as well as the technicians diagnosis of what caused the failure. When I have received and reviewed the requested information, I will advise you of AHS' position regarding this matter.

I have submitted a service fee reimbursement form and ************** will receive the service fee reimbursement back to the original payment method in ***** business days.

Sincerely,
American Home Shield of *******, Inc.
Customer Answer
Date: 04/05/2023

Complaint: 19857317

I am rejecting this response because:
They canceled the request because they could not find a vendor. They did not inform us of anything till I called in to check on it the day I canceled is the day I called in to find out they canceled the request due to not finding anyone. We were without a dryer for more than a month and a half my mom finally got frustrated and went and bought a new one. We payed our bill every month to take care of this type of breakdown. They did not fulfill fixing the dryer nor did they ever keep in contact with us about anything. And when you call in cant understand the person you on phone with gives you the same answer about looking for a vendor..very disappointed in there service or customer support..
Sincerely,

*************************
Business Response
Date: 04/19/2023
Date:April 19, 2023

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

RE: *************************; AHS Plan No.621644558; BBB Case No. 19857317

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 previously offered to review an invoice from her contractor.************** can attach a copy of the paid invoice or receipt to the BBB site for review. Once I have received the requested information, I will advise you of AHS positions regarding this matter.

Sincerely,
American Home Shield Corporation
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.
American home shield is a scam ! Been in home that was bulit in **** only lived here 2 months in that 2 months have not been able to use washing machine for over 6 weeks due to plumbing issue with drain ! Been told they will not fix the problem ! They refuse to pay for it say it not normal wear and tear! ****** plus another ****** dollars gone plumbers have been here 3 times out of 6 times they were to show ! I want my drain fixed !and they need to pay for it !They refuse to give money back and refuse to pay to have it fixed !They have been rude and no help at all !
Business Response
Date: 04/06/2023
April 6, 2023

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

RE: *********************; AHS Plan No. 619637538;BBB Case No. 19856996

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 stoppage service request to a resolution. According to our records, the stoppage service request was placed on February 3, 2023. The vendor, Hers and His Plumbing, however,was not able to complete the service request, therefore, the request was transferred to HMH Holding however, they were not scheduling within guidelines. On March 14, 2023, the service request was transferred to ****************** *** reported that there is a stoppage in the washer drain line caused by a hard object.

Section C.4.a. coverage under your agreement is for a covered item malfunction occurring during your agreement term caused by normal wear and tear of the covered item, therefore the claim was denied.

The plan holder has a right to a second opinion as stated in contract section B.4. You have the right to request a second opinion of the cause of the malfunction after AHS informs you that, based on a service contractors diagnosis, a malfunction of a covered Item is not covered by your agreement. AHS shall dispatch a different service contractor to render such second opinion provided that a different service contractor is reasonably available in AHS contractor network in your area.

Please confirm on this complaint if you would like to move forward with a second opinion. Although not obligated to do so, in an effort to amicably resolve, AHS will refund the service fee paid for the original service request. The plan holder can expect to receive a credit in the original form of payment within ***** business days.

Thank you for your consideration

Sincerely,

American Home Shield Corporation
Customer Answer
Date: 04/06/2023
Why bother to sell home warranty if it doesn't cover anything this house was built in **** it is normal wear an tear the house is 57 years old it has cast iron pipe ! Over 2 months can't wash clothes ! Can't use dishwasher ! When one commode flushes the 2 bath commode flushes too ! This is normal wear and tear ! I just bought the house in January of this year ! They the georgia plumber doesn't know there is a object in the drain that is just his opinion! He has no clue !He didn't use a camera they just want me to pay over a thousand dollars to their company which I am not doing ! I paid over ****** for a home warranty that is worth the paper it's written on ! Plus ****** to the hers and his plumbing for him to nap in my driveway on the job with the van running ! Where my wife was terrified of him hitting the gas and running thru the house for being incompetent and unprofessional! What scams these places are take your money and do nothing ! Yes refund me all my money and shut these places down !
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.
They sent a plumber out to fix an issue with my pipes and see why my water kept shutting off. The plumber replaced some of the shut off valves and in one bathroom he said he had to cut a hole in the wall to get to it. He said american home shield would send someone else out to repair the hole. Now the plumber is denying that they made the hole and american home shield refuses to repair the hole or even let me speak to someone higher than customer ********************** to resolve this issue.
Business Response
Date: 04/05/2023
Please see the attached correspondence.
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.
On 1/4/24 i pad $100 for service for my dishwasher and the contractor never completed service. I call AHS and they dispatched another contractor to fix my dishwasher. Now AHS is trying to charge me another $100. I called and spoke with someone in billing and she would not transfer me to a supervisor. I want this resolved. This company has caused me emotional stress and I dont owe them anything.
Business Response
Date: 03/28/2023
March 28, 2023

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

RE: ***********************;AHS Plan No. *********; BBB Case No. 19856575

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 January 1, 2023, a service request was placed on the dishwasher, the $100 trade service call fee was paid, and Ramco Appliance Repair was dispatched to diagnose any problems. Unfortunately,AHS received no update from Ramco Appliance Repair regarding this request. On March 8, 2023, a new dishwasher service request was placed, and ************************ Repair was dispatched to diagnose any problems. On March 20, 2023, ************************ Repair advised the repair of the dishwasher was complete. AHS previously agreed to waive the $100 trade service call fee for the March 8, 2023,service request. To date, I do not show that has been processed by the AHS Accounting Department. I have personally resubmitted the request to waive that $100 trade service call fee. The plan holder *** disregard any ******** that *** cross via mail and/or email regarding that fee dated within the next 10 to 14 business days.

Thank you for your consideration.

Sincerely,

American Home Shield of **********, ****
Customer Answer
Date: 03/28/2023

Better Business Bureau:

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

Sincerely,

***********************
***********************************
*******, ** 93277
Initial Complaint
Date:03/26/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
March 20th I filed for a FAILING Refrigerator (and broken dishwasher). Refrigerator is full of everything (meat, cheese , shrimp, fish) . I have tons of grocery receipts from instacart grub hub door dash. The refrigerator is considered an emergency repair. They are violating our contract and do not care about their mistake or my hundreds of dollars of food and It is still not fixed (it needs to be replaced). It took me until March 24th to get time to call these people and play their typical game. No one had my order for the refrigerator. I have attached the dispatch email that says the work order was sent to GE for all appliances. I am also attaching the new dispatch order that lists just the fridge. The hours I spent on the phone with these people I said I refuse to use GE anymore. they take weeks and never call. I said assign my dishwasher to this new contractor, as well. They will not. They will not give me a number to speak to anyone higher up to resolve this. AHS needs to fill the refrigerator back up. It is March 26th and my emergency repair for my refrigerator is not done. My freezer isn't freezing and I doubt the fridge is anywhere near 32 deg or what its supposed to be. I'm tired of fighting these big businesses.. This is a health concern. I have a disabled daughter who is paralyzed and prone to infections, has stomach issues (as do I) and at times we get emergency meds. This is more than a health concern.This is typical of their service, but this is my refrigerator. I have 2 kids. Im a single mom. AHS never called in the refrigerator repair despite that fact it was on the dispatch order. They are impossible to speak to. GE repair and AHS both say call the other. Its a horrible insane loop. I finally have a new repairman as of Friday but they never called me back. None of their repair men call. violation. I can't afford to buy a new refrigerator, but when will it end? ******* receipts are down to print receipt. No I dont get EBT.
Business Response
Date: 04/05/2023
Date: April 5, 2023

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

RE: *********************; AHS Plan No.607859328; BBB Case No.19855365

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 Ms. ******** with her complaint. I have reviewed AHS records and found that a service request for the refrigerator and dishwasher was placed by Ms.******** using the web as a normal service request and an appointment was scheduled for 03/29/2023. GE will only service one item per ticket and therefore only received the service request for the dishwasher.
Records show that GE visited the home on 03/29/2023 and ordered a part to make the repair. ** has confirmed that they have a return visit scheduled for 04/06/2023 to install the part and complete the repairs.
Records show that *********************** **************** updated AHS on 04/04/2023 advising that the repairs have been completed.
Per contract section I8, it advises that AHS is not responsible or liable for secondary, incidental, and/or consequential loss or damage resulting from the malfunction of any covered item, or a Service Contractors neglect or delay in providing, or failure to provide, repair or replacement of such item, including, but not limited to,food spoilage, loss of income, utility bills, additional living expenses,personal and/or property damage.
As a courtesy, AHS will reimburse the $107.00 trade service fee. Ms. ******** will receive the reimbursement back to the original payment method in ***** business days.

Sincerely,
American Home Shield Corporation
Initial Complaint
Date:03/26/2023
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.
In August 2022 I paid American home shield $100 to send out someone to fix my garage door. The garage door company claimed I needed a new door and rollers. Therefore they fixed nothing. I called a friend and we found out all the door needed was to have the garage door opener adjusted. The vendor for American home shield was trying to get me to pay $1400 outside of warranty for something that was not broken. This appears to be how American home shield does business. All supporting documents were kept by American home shield, and not shared with me.
Business Response
Date: 03/28/2023
March 28, 2023

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

RE: *************************; AHS Plan No. *********; BBB Case No. 19855212

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

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

I have reviewed AHS records regarding this matter. On August 15, 2022, a service request was placed on the garage door opener and #1 ****************, was dispatched to diagnose any problems. #1 ***************, reported no mechanical failure with the garage door opener itself. Therefore, AHS was not able to authorize any repairs. #1 ****************, reported failures with the door track assemblies and also recommended the door to be maintenance,all of which is not covered under the warranty plan (Section E.6). AHS relies on the diagnosis from our licensed technicians to determine the course of action for repair or replacement of a covered item. Although not liable to do so, AHS has agreed to reimburse the $100 trade service call fee paid for this service request. The plan holder can expect to receive that reimbursement within 10 to 14 business days.

Thank you for your consideration.

Sincerely,
American Home Shield Corporation

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