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

18,361 total complaints in the last 3 years.
4,994 complaints closed in the last 12 months.

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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:03/26/2023
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.
I have been paying for American Home Shield(AHS) for 3 years. The beginning of January, I contacted them because the valve on the hot water broke and flooded our basement. AHS had no one who could do the work for two weeks and told me I could find someone on my own and they would reimburse me. The stipulation was they had to be licensed and they had to call and get permission from AHS.. I called around, one company said absolutely not, they had done work for AHS in the past and never been reimbursed. I called and talked to the manager of our water purifying people and told them I would pay them and AHS would pay me back. He came out, he called them and they stayed on the phone over an hour with him - which he charged me $145 extra labor for. AHS charged me also $100 for a service call also - even though I had to make the call myself. The technicians bill was $447.40. My Dispatch # is *********, The Contract # is *********. AHS refused to reimburse me and said the technician was never got permission to do the work. I told them the technician had talked with them over a hour and charged me for it. Then after two months of talking to people - all from overseas, an AHS manager said the techician was supposed to call them back and say if the water heater was under warranty and he didnt, so they wont pay! I asked if he could call them now and they said no, it was too late! Seriously? They could have told me the whole two months I was calling for my reimbursement! NO Integrity. Rip off. I was out $547.40. I talked them into giving me the $100 service fee back, and canceled, but they charged me $81 to cancel!
Business Response
Date: 03/28/2023
March 28, 2023

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

RE: ***************************; AHS Plan No. *********; BBB Case No. 19854913

Dear Ms. ****

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

I have reviewed AHS records regarding this matter. Although not obligated, in an attempt to resolve this matter amicably, AHS has agreed to reimburse the plan holder the unauthorized water heater repair ($447.40). AHS request the plan holder reject this response and confirm their proper mailing address. Alternatively, the plan holder may accept this response and email the confirmed mailing address directly to ************************************************************. AHS will await the requested information.

Thank you for your consideration.

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.
the claim with my hot water tank started in November. A One Plumbing told me I had to clean my basement before they would fix the hot water tank. I cleaned, A One plumbing contact me to schedule, I told them I was ready, the next day they closed the claim. So I had to pay another $100 copay to open a new claim. Ive had ********************* out abt 4 weeks, *** tried to call to ****** Plumbing to schedule but they will not call me back. Ive called American Home Shield to see if they can get ahold of ****** Plumbing. I have not heard back from them. I would like reimbursement for the second copay Ive paid and I would like the hot water tank, tub faucet and shower both in the master bath fixed like originally wanted fixed with A One Plumbing
Business Response
Date: 04/05/2023
Date: April 5, 2023

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

RE: *********************; AHS Plan No.615523328; BBB Case No.19854461

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

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

Thank you for the opportunity to assist ***************** with her complaint. I have reviewed AHS records and found that the vendor has informed AHS that they have completed 3 of the 4 repairs and are waiting on the member to accept the non-covered charges associated with the water heater replacement. Once the non-covered charges are accepted the vendor will return to the home to complete the repairs.

***************** can contact the vendor directly to accept the non-covered charges and move forward with he repair.

Aa a courtesy, AHS will reimburse the $100 trade service fee. She will receive the reimbursement back to the original payment method in ***** business days.

Sincerely,
American Home Shield Corporation
Customer Answer
Date: 04/05/2023
I have Not had 3 of the 4 items fixed by the plumber. I called AHS again yesterday about this issue, they did a 3 way call and were finally able to get ahold of the plumber. The plumber said they would call AHS to see if they would cover the faucet and shower in the master bathroom and the hot water tank. The plumber said AHS has the work needed as a faucet and valve in the basement. ******* said since AHS has listed work in the basement and not the master that I need to pay another copay. (That would be the 3rd copay) if I want the faucet and shower fixed that are located in the master. Plumber said they cant get AHS to change the wording from faucet and valve located in basement to faucet and shower located in the master.
im tired of being in the middle of AHS and the plumber.
Customer Answer
Date: 04/07/2023

Complaint: 19854461

I am rejecting this response because:

Sincerely,

*********************
Business Response
Date: 04/17/2023
Date: April 17, 2023

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

RE: *********************; AHS Plan No.615523328; BBB Case No.19854461

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 a new service request was created and assigned to The Service ******* **** for service. The newly assigned vendor will contact **************** to schedule, or she can contact them at ************. AHS will monitor the status of the repairs.

Sincerely,
American Home Shield Corporation
Initial Complaint
Date:03/26/2023
Type:Sales and Advertising 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 had a service from American home shield on 02/19 for leaking pipes in my garage and my garbage disposal. The vompany used was budget rooter and i had a $125 deductible. They fixed the garbage disposal issue but never fixed the leaking pipe issue. I called American Home Shield for the leaking pipes. Budget rooter cameout again and once again didnt fix the pipes on 3/22 They told American Home shield it was a different issue which it wasnt. The only thing they can do right is take peoples money. To date the pipe issue is not fixed. I have medical problems and get frustrated everytime i talk to them
Business Response
Date: 03/26/2023
March 26, 2023

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

RE: ***************************;AHS Plan No. *********; BBB Case No. 19853981

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. Budget Rooters, ****,advised AHS the plumbing repairs were complete. Although not liable to do so, AHS has agreed to reimburse the $125 trade service call fee paid for this service request. The plan holder can expect to receive that reimbursement within 10 to 14 business days. On March 26, 2023, AHS initiated a new plumbing service request, waived the applicable trade service call fee, and dispatched The Shining Plumbing ***********., to diagnose the **************** leak indicated by the plan holder in this complaint. The Shining Plumbing ***********. will contact the plan holder to secure an appointment. The plan holder may contact The Shining Plumbing ***********. directly at ************. AHS will make a coverage decision based on the diagnosis received and the terms of the plan.

Thank you for your consideration.

Sincerely,

American Home Shield of **********, ****
Initial Complaint
Date:03/25/2023
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 purchased a home warranty from this company for $750. Both their website and our contract state that they cover air conditioner problems due to rust and corrosion. Within two months of moving into my home, the air conditioner stopped cooling. I notified the home warranty company. They sent their contractor out who identified the problem as a rusted and corroded coil in the air conditioner unit. They are refusing to cover the repair stating that it is broken due to a modification. Nothing has been modified! I just bought his house.
Business Response
Date: 03/26/2023
March 26, 2023

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

RE: *********************************; AHS Plan No. *********; BBB Case No. 19853663

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

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

I have reviewed AHS records regarding this matter. AHS does apologize for the plan holders frustrations regarding this matter. On March 16, 2023, it was reported the evaporator coil needed to be replaced. On March 25, 2023, AHS authorized the replacement of the evaporator coil in accordance with the provisions of the warranty plan. AHS records indicate the plan holder is responsible to pay ******** directly for the non-covered modifications over the contract limit ($720). The plan holder may contact ******** directly at ************ to secure an appointment for the installation of the evaporator coil.

Thank you for your consideration.

Sincerely,
American Home Shield of *****, ****
Initial Complaint
Date:03/25/2023
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.
Have service with AHS and they have failed to complete repairs in 30 days or less. They started a new complaint for me to act like they are in time zones. The repair person they sent out did not repair the items and it still leaks. The company AHS and the company they assigned the contract to have not been helpful at all. In the mean time they have charged me twice to come out and have not given my money back. They also have created a health issue at my house because the pool is green and not safe for the kids to swim in.
Business Response
Date: 03/31/2023
March 31,2023

*********
**************************************************************
3693 *************
*******,** 38125

RE:**************************; AHS Plan No. *********, BBB Complaint Case No. 19853508

Dear *********,

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

Thank you for sharing Mr. ******** feedback and we apologize for any frustrations and inconveniences he may have experienced. Our records indicate that on 2/27/23 a work order was created for some pool issues and per the technician the job was completed on 3/15/23. The work order that was created on 3/19/23 for the pool issues was cancelled the same day, and the service fee was also cancelled. On 3/31/2023 a new work order has been created for his pool issues and it has been assigned to 911 Pool Services, and on 3/31/23 paperwork was submitted to waive his service fee in the amount of $125; please allow ***** business days for processing. Someone from 911 will contact him to schedule an appointment, and he can also contact them at ************.

Thank you for your consideration.

Sincerely,

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

Complaint: 19853508

I am rejecting this response because: the company that was originally assigned, showed up at 8 PM on Friday night. I immediately called American home shield. They refuse to get involved. They made another attempt to fix it but my pool is still leaking and they did not look at anything electrical, which was on the original order. Not to mention that ******** phone number you gave me said they will no longer do business with American home shield. Still looking to get my pool!

Sincerely,

*************************
Business Response
Date: 04/13/2023
April 13,2023

*********
**************************************************************
3693 *************
*******,** 38125

RE:**************************; AHS Plan No. *********, BBB Complaint Case No. 19853508

Dear *********,

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

Thank you for sharing Mr. ******** feedback our records indicate that on 4/5/23 a work order for pool issues was transferred to ***** Pool and Scuba, and ***************** has an appointment scheduled for 4/10/23. On 4/13/23 I spoke with **** the owner of *****, and he informed me that he needs to order parts for the pool, and he will be submitting his report today to our authorization department for approval. Once the report has been submitted, ****************** will be notified of the outcome. On 4/5/23 his service fee of $125 was submitted for reimbursement, please allow ***** business days for processing, payment will be credited back to the original method of payment.

Thank you for your consideration.

Sincerely,

American Home Shield Corporation
Initial Complaint
Date:03/25/2023
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 the past 2 years AHS uses Accord Appance for my warranty items. I have asked not to use Accord Appance due to the professional and the experience of the repair person that come to do the repairs. The latest my washer had stop working and submitted at warranty on it and Accord Appance shows up the repair person spent 2 minutes here and left. Put in his report the he saw physical damage witch is not true, so since he put that it is not covered. I have had 3 other warranty on the same washer in the last 6 months and the same Accord Appance shows up and spends 2 mins and leaves. It seems that AMS goes cheep to save cost and works to not allow warranty coverage to work.
Business Response
Date: 03/26/2023
March 26, 2023

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

RE: ******* and ***********************; AHS Plan No. *********; BBB Case No. 19852209

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 19, 2023, a service request was placed on the washer and Accord Appliance was dispatched to diagnose any problems. On March 22,2023, it was reported washer rear tub bearings and wash basket spindle were physically damaged which is not normal wear and tear. Therefore, based on the information received and the terms of the warranty plan, the claim was denied. Although not liable to do so, AHS has agreed to reimburse the $75 trade service call fee paid for this service request. The plan holder can expect to receive that reimbursement within 10 to 14 business days. AHS has placed Accord Appliance on a refused vendor list for this property regarding appliances going forward per the plan holders request.

On March 22, 2023, the plan holder disputed the diagnosis reported by Accord Appliance. AHS dispatched Appliance Repair Experts to diagnose the washer as a second opinion. AHS records indicate Appliance Repair Experts has secured an appointment for March 27, 2023, to diagnose the washer. AHS will make a coverage decision based on the diagnosis received and the terms of the plan.

Thank you for your consideration.

Sincerely,

American Home Shield of **********, ****
Customer Answer
Date: 03/26/2023

Complaint: 19852209

I am rejecting this response because: Accord Appliance never removed anything for the washer, He opened the door and that was it. Back in 12/20/22 i had a issue with washer were Accord came out and spent 5 minutes and said it was the water pump. the replaced it and i am not sure that was the issue, the washer was making a grinding and yet here we are 3/19/2023 same washer and spent 2 minutes did nothing and says its not normal.

Sincerely,

*******************************
Business Response
Date: 04/01/2023
April 1, 2023

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

RE: ******* and ***********************; AHS Plan No. *********; BBB Case No. 19852209

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 relies on the diagnosis from our licensed technicians to determine the course of action for repair or replacement of a covered item. On March 22, 2023, the plan holder disputed the diagnosis reported by Accord Appliance. AHS dispatched Appliance Repair Experts to diagnose the washer as a second opinion. On March 30, 2023, Appliance Repair Experts reported the shocks needed to be replaced due to normal wear and tear. AHS authorized that repair in accordance with the provisions of the warranty plan. The plan holder may contact Appliance Repair Experts directly at ************.

Thank you for your consideration.

Sincerely,

American Home Shield of **********, ****
Initial Complaint
Date:03/24/2023
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 been with AHS for almost 20 years and added a second location about 3 years ago. on January 7 2023 a request was made for service on my ice maker (#*********). A wonderful contractor came and said he had to order parts and would return them when they came in. He returned and could not fix it. He returned on 1/9 (*********) and again on 2/13 (*********). The contractor was ordered out again by AHS but he could come out. The Contractor decided to contact the manufacturer for some assistance and was told it could not be fixed and the customers were never notified and there had not been a recall. I got my refrig in 2014 and it was under manufacturer warranty for only one year, AHS refused to replace the unit because of warranty info that the contractor found as a last resort to try to fix. The unit was not under any warranty. Respectfully request your assistance.
Business Response
Date: 03/30/2023
March 30, 2023

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

RE: ***************************;AHS Plan No. *********; BBB Case No. 19851080

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

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

I have reviewed AHS records regarding this matter. AHS does apologize for the plan holders frustrations regarding this matter. On March 30, 2023, the decision was made the refrigerator should be replaced. AHS ******************************* will contact the plan holder to review the replacement option in accordance with the provisions of the warranty plan. The plan holder may contact the AHS ******************************* directly at **************.

Thank you for your consideration.

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

***************************
***********************
********, ** 77705

Customer Answer
Date: 04/07/2023
Thank you so very much for you assistance. Language barrier issues played major part in this issue
Customer Answer
Date: 04/07/2023
Thank you
Initial Complaint
Date:03/24/2023
Type:Product 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 signed up for a home warranty on **** using a $175 off coupon I received in my email, scheduled for payment in full and to begin on ****. On **** I received another coupon for $200 off and called to inquire if I could use that one since it had just been one day. I was informed no since the agreement was already made, and requested that I stop being sent better coupons if I cannot use them. I have now been receiving 50% off emails since ****, totaling 15 individual 50% off offers in 10 days and including 3 sent today. It is unprofessional to continue to send a current customer offers they cannot redeem, especially after they have called and asked you to stop.
Business Response
Date: 04/05/2023
Date: April 5, 2023

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

RE: ***************************; AHS Plan No.623275028; BBB Case No.19850991

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. ************** has already started a contract using the promotion that was offered to her during that time period. AHS is unable to apply a different coupon due to the contract already being active. Ms. ***** can contact consumer sales at ************** if she would like to explore options of possibly cancelling the current contract and starting a new one.

Sincerely,
American Home Shield Corporation
Initial Complaint
Date:03/24/2023
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 requested a service call with American homeshiled regarding a pipe leak in 2022. They sent their plumbing company and the man cut a LARGE hole in my walls and baseboards, then said he could not fix the pipe due to the brand! I filed a complaint with BBB and AHS said they would have someone come out and repair the damages done to my home. The guy called ONCE, but I was at work and unable to come immediately! He was supposed to get with AHS and set up an appointment with a SCHEDULED date and time, so I could request to leave work. I have NOT heard anything from either company! Also, AHS has DELETED all records on my account, so I do not even have the guy's direct number!! I am curently going through all emails from BBB and AHS to find any information for my contract and all service requests from 2022!! Now, that it has been MONTHS, since the damages were done...with the weather (heat and moisture), there is BLACK MOLD in this area! I do not know if I need to contact an attorney, but my homeowner's insurnace has stated that American Homeshiled and their plumbing company is reliable for ALL damages and repairs, due to this!!
Business Response
Date: 03/30/2023
March 30,2023

***************************
********************************************
*******************************
*******,** 38125

RE:************************; AHS Plan No. *********, BBB Complaint Case No. 19850539

Dear ***************************,

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

Thank you for sharing s feedback and we apologize for any frustrations and inconveniences she may have experienced. Our records indicate that on 3/15/22 a work order was created for the holes created in her walls, per the technician, he has tried to reach **************** on several occasions, and she has not returned any of his calls. His last try was on 6/21/22, and he left his phone # for her to call him back and she never reached out to him. On 3/30/23 a new work order was created, and it was sent back to **********************, and someone from there will contact her for an appointment, and she can also reach them at ************. If she has any other questions or concerns,she can reach us at ************.

Thank you for your consideration.

Sincerely,

American Home Shield Corporation
Initial Complaint
Date:03/24/2023
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 had a home warranty with American Home Shield for almost 6 years now. I currently have a blockage in my plumbing that needs to be cleared, so I requested plumbing service on 3/23/23 and paid my deductible(125). The plumber came on 3/24/23, and stated that he did not have the correct tool to clear the stoppage and will have his plumbing company reach out to me within an hour. However, I received an email from American Home Shield requiring me to pay $795 to have the toilet moved and the blockage cleared. First off, I've had a blockage cleared before on the SAME DAY the plumber came, under my warranty, and only had to pay my deductible. Second, this is covered under my warranty. The representative, ******, said that it wasn't covered based on what she was reading on my contract. I informed her that I was looking at my contract and that it IS covered. When I read back what she said on the contract along with the statements showing that it was covered, she said she did not see that. She then changed the narrative and said that they no longer cover the plumbing service that I needed to have done. After going back and forth with her, she said that she will 'email the back office and get back to me'. She did not ask for any contact information and rushed me off the phone. I have my contract, and I don't appreciate this. My drain is still blocked and I am unable to properly use my bathrooms, and wash clothes because of this blockage. Please Please help. I Thank You In Advance.
Business Response
Date: 04/03/2023
Date: April 3, 2023

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

RE: *************************; AHS Plan No.602214238;BBB Case No. 19849744

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

Thank you for the opportunity to assist **************** with her complaint. I have reviewed AHS records and found that a service request for stoppage was placed on 03/23/2023 and assigned to T ******************************* LLC for service. The vendor reported the diagnosis to AHS on 03/24/2023 stating that there is a mainline stoppage and there is not an accessible cleanout so they would have to pull the toilet to access the mainline stoppage. The repair was denied in accordance with contract section e4, which advises that the warranty does not cover costs to locate or access cleanouts not found or inaccessible, or to install cleanouts. Due to **************** not having an accessible cleanout the technician was unable to clean the stoppage and the repairs were denied.
As a courtesy, AHS has set up a second opinion at no additional cost to ****************. ****************** vendor will contact **************** directly to schedule an appointment. Once AHS receives the diagnosis from ****************** vendor, AHS will be able to make a repair determination in agreeance with contract coverage.

Sincerely,
American Home Shield Corporation
Customer Answer
Date: 04/03/2023

Complaint: 19849744

I am rejecting this response because:
My stoppage has been resolved with my toilet NOT needing to be removed. A second opinion is not needed. However, if possible, since I managed to complete the service myself, I would like to be refunded fully or partially of the deductible that was paid for this service that was not completed.

Sincerely,

*************************
Business Response
Date: 04/12/2023
Date: April 12, 2023

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

RE: *************************; AHS Plan No.602214238; BBB Case No. 19849744

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.

We are glad to hear that the issue has been resolved. As a courtesy, AHS will reimburse **************** the $125 trade service fee. She will receive the reimbursement back to the original payment method in ***** business days.

Sincerely,
American Home Shield Corporation
Customer Answer
Date: 04/12/2023

Better Business Bureau:

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

Sincerely,

*************************
*************************************
Brooklyn, ** 21225

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American Home Shield is BBB Accredited.