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

18,356 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:03/24/2023
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 contacted american home shield on 12/2/2022 because the heat pump on our heating system was icing up they were out on 12/13 and determined we needed a new ice control module, they returned the week before christmas and replaced the module, the following week it iced up so bad it quit running. I called them back and they were back on January 9th 2023 and said we needed a new TXV valve. I waited a couple weeks to hear from the contractor (furnace doctors ****************************** ****** **. Ph ************) all i got was leave a message. Finally around the end of January first of February I got to a person at *************** and she said she would talk to her boss and get back to me. She called back that day after talking to him and he agreed to contact AHS for a resolution they decided to replace the condenser core not replace the unit. Now here we are the end of March no parts don't when they will be in only notice i've received is they want me to agree to pay the contractor $742.00 for items not covered with no clairification as to what those items are, which I agreed to pay just to get this done. AHS advertises if they can't repair it they will replace it. The thing they don't seem to say is how long they have to repair it. Don't think I will be renewing my contract with them.
Business Response
Date: 04/05/2023
April 5, 2023

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

RE:*********************; AHS Home Warranty Plan No. *********; BBB Case No. 19849734

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 the heating system and find a service request was placed on December 1, 2022, and ***************, **** was dispatched to diagnose any problems. It was reported by ***************, **** that a new thermostatic expansion valve was replaced on December 20, 2022.

On January 3, 2023, ************** advised AHS that the heating system was not working properly,and a recall was dispatched to ***************, **** The technician from ***************, ****reported the condenser would need to be replaced and AHS authorized for this repair. In order for the technician to install the new equipment, ************** was advised of the non-covered costs in the amount of $742.50 for refrigerant (Section E.1) and modifications (Section I.4.b). The non-covered costs are listed as follows; modifications including electric $290, line set $220, pad $140, and refrigerant costs of $25. Based on the information received and the terms of the plan, the non-covered costs in the amount of $742.50 are rightfully due.

It appears that there has been a delay in obtaining the necessary equipment for the repair. AHS does apologize for any frustration or inconvenience experienced regarding this matter. As a courtesy, AHS will authorize for the non-covered cost in the amount of $742.50. ************** will not have any out-of-pocket costs related to the condenser replacement.

AHS has advised *************** of the additional authorization for the non-covered costs and I am currently working with *************** towards a resolution with respect to the equipment. The AHS ********************* has been alerted to the situation and they will be assisting to locate the equipment and expedite if necessary.

Thank you for your consideration.

Sincerely,

American Home Shield of Washington, ****

*************************
Claims Resolution Specialist
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 purchase American homeshield services. However, Im experiencing problems with my washer and driver. They cant seemed to have a technician to come out to service my appliances. Im being told that they are looking for someone that service my area. Im getting the run around and the last representative talked to me very rudely. I told her that I was going to contact the BBB. She replied by saying go ahead. I asked for the corporate office for her company and she refused to provide it to me. She hung up in my face. My washer is not working at all therefore Im on my way to the laundromat to wash and dry my clothes. This is not right that they are selling services that they cant execute Please help with this matter. I spent my money with no service being provided.
Business Response
Date: 04/03/2023
Date: April 3, 2023

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

RE: *************************; AHS Plan No.620283758;BBB Case No. 19849398

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 the vendor ******************** was assigned to the service request and are scheduled to visit the home on 04/03/2023. As a courtesy, AHS reimbursed the $125 trade service fee back to ************.

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 am writing this letter to serve as documentation and request expedited resolution of the following issues that are relative to my chronic escalated case with American Home Shield (AHS) warranty plan:-AC unit reoccurring error resulting in AC unit not functioning. I am requesting a replacement of the unit in that this has been a chronic problem without meaningful resolution for the past six months.-Reimbursement of todays $75 service fee for the same issue. I was informed by AHS escalation agent Shanile id# ****** that a new service fee was required and that my case is now considered a new case despite being the same issue that is well documented in my extensive case log secondary to 30 days passing since MAY heating * Air was last at my home working on the unit. I tried to explain that my family and I were out of the country for Spring Break vacation which led to us missing the 30- day deadline by 5 days; however, she was inconsiderate of our request. Furthermore, I ask politely for her to provide me with the AHS customer ********************** mailing address so that I may send a formal complaint but she refused to reveal it to me. I know this is not policy because my attorney has requested it in the past however, I misplaced it. Please address.- I am extremely disappointed with the quality of service my family and I have experienced with AHS as long-term customers in good standing. I have not had success in obtaining resolution of my AC concerns despite my case being escalated for several months now. My intention is now to seek the assistance of *************************, President * *** for the resolution of my home warranty concerns going forward,Sincerely,ETW
Business Response
Date: 03/30/2023
March 30,2023

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

RE:**************************; AHS Plan No. *********, BBB Complaint Case No. 19849188

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 12/13/22 a work order was created for an air conditioner, and per the technician it was completed on 2/17/23. On 3/22/23 ****************** called and informed the agent he was still having the same issue, and per his contract section D item 2. If a particular repair or replacement fails within 30 days, AHS will send a Service Contractor to repair the failure and you will not be charged an additional Trade Service Call Fee. On 3/22/23 a new work order was created, and the service fee of $75 was submitted to be waived. ****************** has been assigned to one of our research specialists and per her note to him, created on 3/30/23, I have been assigned to your service escalation regarding your letter about a service request for air conditioning. I spoke with your wife ****** and advised her that AHS will not be replacing your air conditioning unit as it is working and as a courtesy, I have refunded your trade service fee of $75. She advised that you may have more questions or concerns to address. I have tried to reach you via phone. Please contact me regarding this matter at ************ option 3 extension 211.

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 requested a termination of my account because they continued to draft money from my debit card even after I told them I no longer want the American Home Shield Coverage. They continued to increase the premium without my permission and drafted it from my debit card. I asked them to terminate the account. I've spoken to numerous representatives and they've all said they want me to keep the AHS contract. I said no. And they won't send me the termination document. So, I had no choice but to close the debit card they've been drafting the higher monthly premiums from. Now they're still calling for payment and refusing to terminate the account. They've sent me several emails saying I'm late. They call me all times of the morning waking me up asking me to give them a new payment source. They call me all hours of the day and night to the point it has turned into pure harassment. They just call me again at 2:45 and they sent me another email asking for a payment. However, all correspondence has no way to contact them. And, once logged into my account, there is no way to terminate the account. So, the former client has no way to prove that he/she has tried to terminate the account. I want them to acknowledge that the account has been terminated. And I want them to stop writing me and calling me. I no longer want anything to do with American Home Shield. Stop harassing me.
Business Response
Date: 03/26/2023
March 26, 2023

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

RE: ***************************; AHS Plan No. *********; BBB Case No. 19849170

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 21, 2023, the plan holder requested to cancel the warranty plan. On March 24, 2023, the warranty plan was cancelled and back dated to the requested date of March 21, 2023. Although not obligated, AHS has agreed to waive the rightfully due administrative fee ($122.99). The plan holder *** disregard any ******** that *** cross via mail and/or email dated within the next 10 to 14 business days regarding that specific fee.

Thank you for your consideration.

Sincerely,
American Home Shield Corporation
Customer Answer
Date: 03/26/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution. I've noted that they are waiving the fee of $122. However, I've been requesting that they cancel me since January of 2023. Magically, there weren't any notes on that. So the request to cancel should have been backed up all the way to January. So I disagree that they are claiming they are rightfully due any money when they increased my premium without telling me, continued to draft the money from my account and refused to address the matter until I contacted the BBB to complain and to cancel. I've already advised other people not to deal with them and used myself as an example of the services, customer *********************** and tactics used on me as an example for them. Use AHS at your own risk. Although it is called American Home Shield, everyone I've spoken to via AHS'd customer ********************** stated they are located in Asia. Friendly but not interested in resolving any issues.

Sincerely,

***************************
16206 ********
*****, ** 20716
Initial Complaint
Date:03/24/2023
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.
Paid the service fee of $100.00 on February 16th for a service call to my home for my refrigerator and dryer. I have called American Home Shield several times and have been told a repair company would be in touch with me within 24 hours. Two months later and there has been no communication and no follow-up update from either a repair company or American Home Shield. I need my appliances repaired and keep getting the run around.
Business Response
Date: 04/03/2023
Date: April 3, 2023

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

RE: *************************; AHS Plan No.619517418;BBB Case No. 19849072

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 the refrigerator and dryer was created on 02/13/2023 and assigned to Sharper Service Solutions for service. The vendor advised that they never received the dispatch, so the service request was transferred to Appliance Repair By ******* for service. Records show that the vendor has not contacted **************** to schedule and has not been responsive to AHS request regarding scheduling. AHS can offer **************** outside authorization to use her own vendor for service. If **************** would like to accept outside authorization to use her own vendor for the repairs, she can contact customer ********************** at ************** to go over the guidelines for outside authorization and reimbursement.

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.
Need my water heater replaced. AHS denied coverage for some components of the work, despite those components being explicitly listed as covered in my contract. specifically: Thermal expansion tank and associated gauge/valve, modification of gas line for code violation, permit fee. relevant areas of contract marked for reference.
Customer Answer
Date: 03/28/2023
just got off the phone with the escalation department at AHS. they tried to justify their denial using questionable logic and tactics. they cited irrelevant areas of the contract that do not apply to this situation. when i pointed out how those areas were irrelevant, they jumped to seemingly random other sections of the contract that are also irrelevant, and could not explain how those sections of the contract supposedly apply. they cited clauses for manufacturers' recalls when there are no manufacturers' recalls. they cited malfunctions due to lack of capacity when there was no such malfunction. they claimed prerequisite conditions that are not spelled out anywhere in the contract, and that directly contradict explicit clauses within the contract. they seemed to be trying to just throw out a bunch of random words to attempt to confuse me, sometimes not even complete sentences. they claimed to have direct knowledge of information that would void their responsibility, but refused to share any of this knowledge.
Customer Answer
Date: 03/28/2023
just got off the phone with a different AHS rep. engaging in dishonest intimidation tactics. citing sections of the contract that are not applicable to this situation. claiming now that there were multiple code violations when before they claimed a single code violation, but won't tell me the code(s) supposedly violated. claiming there's a violation with the gas line, and that's why the thermal expansion tank won't be covered. but as previously mentioned, the contract explicitly states that code violations are covered, and even so it doesn't follow that a violation voiding coverage in the gas line would void the coverage of the thermal expansion tank, since the thermal expansion take is explicitly listed as covered. from moment to moment shifted between "gas line is a part of the thermal tank so voiding one voids the other" and "gas line and thermal tank are two separate systems so coverage of the tank doesn't extend to the gas line." can't be both. as far as i can tell the gas line isn't even connected to the thermal expansion tank, it's connected to the main water heater, so it seems like they are just trying to muddle the waters. repeatedly claimed i have no recourse and i'm not even allowed to challenge their judgement, despite arbitration listed as an option in my contract. repeatedly stated "it's $1450, take it or leave it. you have no other options." i repeatedly replied with "but that's not what my contract says, where do you get that?" after several repetitions they switched and said "you have the option of a cashout instead," despite just saying moments before that I have no other options. I requested info about the cashout option, and the rep described what sounds like a reimbursement rather than a cashout. I asked for more information with the explicit statement that me asking for information does not constitute me accepting this offer.
Business Response
Date: 04/03/2023
Date: April 3, 2023

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

RE: **************; AHS Plan No.209523878; BBB Case No. 19848619

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 Mr. ***** with his complaint. I have reviewed AHS records and found that a service request for a water heater was placed on 03/20/2023 and assigned to T ******************************* LLC for service. The vendor reported the diagnosis to AHS advising that the water heater was leaking internally and needed to be replaced. AHS authorized the replacement of the water heater and notified Mr. ***** of the non-covered charges associated with the replacement of the water heater. Per contract section D4b, AHS does not cover for the costs of construction, carpentry,or other modifications necessary to remove, relocate, or install a covered item or part thereof. In addition, the contract advises, that the contract does not cover for 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. AHS accurately advised Mr. ***** of the non-covered charges associated with the replacement of the water heater. Mr. ***** has the option of paying the vendor the non-covered charges to replace the water heater or he can accept the cash in lieu. He can contact customer ********************** with his decision.

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

Complaint: 19848619

I am rejecting this response because:
This response is patently disingenuous, as have been all other communications from AHS. The clause cited refers to "construction, carpentry, or other modifications necessary" to my house in order to complete the repair. That is in no way related to the disputed charges. The disputed charges, as per the vendor, are:
1) A thermal expansion tank
2) A pressure gauge
3) A ball valve
4) A gas line
5) The permit required to complete the above listed work.

Every item disputed has a specific clause in my contract stating AHS's responsibility. It should be noted, also, that this is just one of AHS's many shifting attempts to justify abandoning their explicitly stated responsibility. I have begun the process of filing for consumer arbitration through the American ************************ as stipulated in my contract. As such, any further discussion of this issue should be handled through that process.

Sincerely,

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

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

RE: **************; AHS Plan No.614413118; BBB Case No.19848619

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 and accurately advised Mr. ***** as it pertains to the non-covered charges associated with the water heater replacement.
Per section D1l of Mr. ****** contract, it advises that the warranty 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 vendor reported that an expansion tank, pressure gauge, ball valve, 3 carbon monoxide detectors, and a drain pan are needed to bring the unit up to code. Mr. ****** contract does not cover installing items to bring the covered item up to code and is the member's responsibility. The vendor reported that the gas line would need to be modified to fit the new water heater. Per contract section D4b, AHS does not cover the costs of construction,carpentry, or other modifications necessary to remove, relocate, or install a covered item or part thereof. Mr. ****** contract does not state that a permit is covered and therefore based on the terms of the agreement the contract does not cover the permit. It is found that AHS accurately advised Mr. ***** of the non-covered charges associated with the water heater replacement.
Although not obligated to do so, to resolve this complaint, AHS will concession half of the non-covered cost in the amount of $725. If Mr. ***** would like to accept his offer, he can respond back to the BBB.

Sincerely,
American Home Shield Corporation
Customer Answer
Date: 04/13/2023

Better Business Bureau:

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

Sincerely,

**************
*******************************
********, ** 20785
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 an American Home Shield(AHS) warranty. My furnace went out March 14th. I filed a claim on March 15th. They had no contractors in my area so I had to find my own contractor. Upon submitting an estimate for the repair the company apparently only wants to pay for the furnace and half of the labor it takes to actually install it. I have now been trying to reach someone that is US based that has the authority to change the amount approved for over a week with no success. No matter what number you call for AHS it directs you to their call centers overseas. Most of the people you get on the phone don't even know what a furnace is, much less be able to have an intelligent conversation about what it takes to install one. I requested a manager call back. When this manager called, it was also someone in an overseas call center. When I asked to either be transferred to a US based agent or have one call me the manager got mad and rude and hung up on me. When these things happen you literally have to start all over again. I got a survey from AHS asking how my install was going and I said horribly and to have a manager call me. They did, and again it was an overseas manager. I asked to speak with a US based manager which they said they would put in a request for that. Got another call the next day and it was still an overseas based manager. He proceeded to tell me that it was not possible to put in a request to have a US based manager call me. If you have ever seen the movie The Rainmaker I feel like the client in that movie. AHS is hoping that if I get told no enough times that I will just go away...well that is not going to happen. All I am asking for is a US based manager, one who has the authority to change my approved estimate amount, to call and discuss my claim. One wouldn't think that is so har but apparently it is.
Business Response
Date: 03/26/2023
March 26, 2023

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

RE: *****************; AHS Plan No. *********; BBB Case No. 19848586

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 15, 2023, a service request was placed on the furnace. AHS approved the plan holder to hire their own licensed and insured contractor to diagnose the furnace and report their findings directly to AHS ************************* for approval based on the provisions of the warranty plan. Although not liable to do so, AHS has agreed to reimburse the $106.50 trade service call fee paid for this service request. The plan holder can expect to receive that reimbursement within 10 to 14 business days.

The same day, it was reported the furnace needed to be replaced and AHS authorized that replacement in accordance with the provisions of the warranty plan. AHS authorized ($2,150)for the furnace itself and ($760) for the labor, for a total agreed upon reimbursement of $2,910. AHS records indicate there are several modifications required including vent pip, gas pipe,duct work, and block. 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 their contractor directly for the non-covered modifications ($1,232).

Although not obligated, in an attempt to resolve this matter amicably,AHS has agreed to reimburse an additional $500, bringing the total reimbursement up to $3,410. The plan holder may reject this response, confirm their acceptance of this offer, attach the paid invoice showing the furnace was replaced, and confirm their proper mailing address. AHS will await the requested information.

Thank you for your consideration.

Sincerely,
American Home Shield Corporation
Customer Answer
Date: 03/26/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution. My only question is this. I had requested AHS to pay the contractor directly and then I would pay what was left as a balance. Someone from their customer ********************** team has already been in contact with me about this and I was told that's what was going to happen. Can we please confirm that is what is happening so that my contractor gets paid in a timely manner?

Sincerely,

*****************
********************************
*******, ** 57252

Customer Answer
Date: 05/18/2023
Good afternoon *****,

Thank you so much for getting back with me. At this point I have yet to receive the extra $500 that American Home Shield offered as part of my complaint. I have sent them a paid in full bill, which was required before they would send me my claim check. I will attach that here for you as well to send to the powers to be that can cut my $500 check. I have called them at least 5 times and every time I get someone overseas who claims they have nothing on file about the $500. Hoping you can get them to finally hold up their end of the deal.

Thanks
*****************
Business Response
Date: 05/19/2023
May 19, 2023

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

RE: *****************;AHS Plan No. *********; BBB Case No. 19848586

Dear Ms. ****

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. A check in the amount of $500 is being processed by AHS. The plan holder should expect to receive that check within 10 to 14 business days.

Thank you for your consideration.

Sincerely,

****************
American Home Shield Corporation
Customer Answer
Date: 05/19/2023

Better Business Bureau:

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

Sincerely,

*****************
********************************
*******, ** 57252
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.
No cold water Downstairs called multiple times 02/16, 2/19, 3,4, 3/8 was told my AMERICAN Home Sheild that they will find another service provider and for me to wait 24 hours. After I wait 24 hours I call to get a new service provider and they tell me to wait for a response from the original service provider that had not responded. My cold water in my bathroom not working and kitchen
Business Response
Date: 03/30/2023
March 30,2023

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

RE: **********************************; AHS Plan No. *********; BBB Complaint Case No. 19848413

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 follow up from *********************** regarding the service request for the stoppage; AHS welcomes the opportunity to assist with resolving the matter.

Our records show several requests regarding the assigned contractor reaching out to ********************** to schedule the appointment. Due to the delay, AHS has reassigned the request and forwarded an update to ******************** email address on file.AHS is refunding the $100.00 trade service call fee to the original payment method. Processing will be complete in ***** business days, and ******************* banking institution can confirm receipt. AHS does apologize for the frustration experienced and will work to quickly resolve the issue.

Thank you for your consideration.

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

Complaint: 19848413

I am rejecting this response because: Platinum Plumbing came to the house started the service 03/27/23 and need to complete the service he started 04/04/23 AHS was aware of these arrangements. I contacted AHS and told them that Platinum Plumbing came started the job and will complete the job on 4/04/2023. American Home Shield canceled the service 03/30/2023 after platinum Plumbing started the service. Now AHS refused to pay the service provider to complete to job. I have been without cold water since September 22, 2022. They have refused to get another service provider until I contacted the bbb. Now they refused to pay to have the original service provider complete the job that AHS knew he started. In addition AHS has lied on Platinum Pluming provider about contacting him and him canceling the order. AHS NEED TO REINSTATE OR CREATE THE NEW SERVICE CONTRACT TO ALLOW PLATINUM PLUMBING COMPLETE THE *** THEY STARTED.

AHS state they canceled due to no response however for months I called and AHS after the first non-response. AHS kept telling me per policy AHS have to wait 24 hours for response OF THE SERVICE PROVIDER BEFORE THEY CAN CANCEL Every time I called after the 24 hours required time to wait, I would get the same excuse and they would not change the provider and lie and state they contacted him. Now they have canceled my service with PLATINUM PLUMING AFTER HE CAME OUT AND ORDERED THE PARTS. NOW THEY REFUSE TO PAY HIM FOR THE PARTS HE ORDERED FOR MY HOME AND REFUSED TO ALLOW HIM TO COMPLETE THE SERVICE. THIS IS RETALIATION.

*********,

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

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

RE: **********************************; AHS Plan No. *********; BBB Complaint Case No. 19848412

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 follow up from ********************************** regarding the service request for the stoppage; and appreciates the opportunity to provide a current update.

Due to the service contractor not responding to our multiple requests for an update regarding ******************************* repair, the dispatch was reassigned to resolve the matter. Our records reflect a member of AHS management reached out to ********************************** as requested on April 5, 2023, to address the concern. A new service request was created, and assigned to Platinum Plumbing & Sewer on April 6, 2023, as requested. The supervisor contacted ********************************** on April 11, 2023, to confirm the repair has been completed. If there are any additional questions or concerns, please advise at your convenience.

Thank you for your consideration.

Sincerely,
American Home Shield of **********, ****
Initial Complaint
Date:03/24/2023
Type:Delivery 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 scheduled a "Dryer Vent Cleaning" on American Home Shield Website from an email I received in February. It's a $99 (save $50; regular $149). I received email confirmation of the service being scheduled for Monday 3/20/23 at 8:30am. Technician arrived and due to my dryer vent being on the roof the price increased to $275.00. Statement arrived from American Home Shield but there was not a $50 discount for the service. I called AHS, I spoke to 3-4 different people and was even transferred to "Porch" who had nothing to do with the transaction and was transferred back. AHS state the service is not in their system yet I have confirmation emails and a billing statement. So how is that possible? Bottomline, I'm seeking my $50 credit. I went ahead and paid the bill cause I don't have the time or patience to keep explaining to them the problem. Poor customer **********************. Language gaps as well.
Business Response
Date: 03/31/2023
March 31,2023

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

RE: ***********************; BBB Complaint Case No. 19848005

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 providing the complaint from *********************** regarding the service request placed for their dryer vent cleaning; we appreciate being able to assist with resolving the matter.

AHS has confirmed with our ProConnect division that the $50.00 credit was not deducted from ****************** billing. They are currently processing a refund check that will arrive via the **** Postal Service in **** business days. AHS does apologize for any frustrations experienced; however, if there are additional concerns we are available at their convenience.

Thank you for your consideration.

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

Better Business Bureau:

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

Sincerely,

***********************
8228 *************
*********, ** 89128
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 put in a service order to have my fridge repaired and was given a repair date of 3/20/2023. The contractor ***** only ordered 3 out of the 4 items that were needed for repair. I was not told this until 30 minutes before they closed for business at 5pm on 3/20/2023. I had taken off of work to ensure I was available during repair window of 8am to 5pm. The contractor,*****, can not be reached to escalate the error and American Home Shield seems to have no control or influence on the level of service their contractors provide. Ive called multiple times and was only told I would receive my service fee back and they, American Home Shield, could not do anything else to assist or escalate the issue with *****.
Business Response
Date: 03/26/2023
March 26, 2023

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

RE: *****************************;AHS Plan No. *********; BBB Case No. 19847815

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

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

I have reviewed AHS records regarding this matter. AHS does apologize for the plan holders frustrations regarding this matter. On March 26, 2023, 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: 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,

*****************************
*********************************************
*********, ** 32514

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