Complaints

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

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• 

  American Home Shield

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

  
• 

  Home Security of America, Inc.

  PO Box 650993 Dallas, TX 75265

• 

  Home Security of America

  Unlisted Milwaukee, WI 53201

  
• 

  American Home Shield Corporation

  1051 N Kirk Rd Batavia, IL 60510

• 

  American Home Shield

  Macon, GA 31210

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

• Initial Complaint

  Date:03/24/2023

  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 purchased my home on 1/31/22 I was told by the sellers agent that my home was covered by American Home sheild for a whole entire year and that I would not have to make a payment until it was time to renew that contract the following year 1/31/23 if I chose to do upon doing that I renewed the contract on March 22,2023 and I was told I would be charged $67.99 and I was however the following day another charge of $175.03 was take of my account I called twice no had no recollection of the charge I didnt authorize it and when I finally talked to a 4th person she stated it was from the contract that was purchased 1/31/22when I bought the house I told her I didnt have anything to do with that and from my understanding it was paid up for year by the sellers and that shouldnt fall on me I asked for the to put my money back and she told they would not do that

  

  Business Response

  Date: 03/31/2023

  March 31,2023
  
  *************************************
  ***********************************************
  3693 *************
  *******,** 38125
  
  RE:******************; AHS Plan No. *********, BBB Complaint Case No. 19847244
  
  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 ************ feedback and we apologize for any frustrations and inconveniences she may have experienced.  Our records indicate that the on 3/24/23an agent spoke with ********** and informed her that the $175.03 was past due for her last year's policy, which was past due for three months, Oct-Dec 2022. ********** insist that she was told by her realtor that it's a one-year plan that was paid in full. Informed her that her realtor signed up for a $700 plan price and they just sent AHS a payment of $475 only and she is responsible to pay the remaining amount.  Advised her to call her relator about this situation. ********** requested to cancel her contract at that time, and it has been cancelled in full. A payment of $67.99 has been reversed back to the banking information we have on file. 
  
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield Corporation

  Customer Answer

  Date: 03/31/2023

  I was not Informed on 3/24/23 that I would be charged $175 for a contract that I did not agree to what I agreed to on 3/24/23 was $67.99 to debit from account for a renewal contract covering the 2023 year. As I have stated previously before on several occasions to AHS and only got the run round and not straight answer when I purchased my house 1/31/2022 I was told that the AHS was paid up for a year by the sellers and that I would only pay a $100 deductible I was NEVER told I had to make additional payments on the contract that was paid by the sellers where the miscommunication came in at I dont know my realtor informed me that is was paid and that always purchase the standard package. So where the extra stuff come in at i dont know. But as for me canceling my contract yes I did after I saw on my online banking that I was charged an extra $175 and no one could explain the charges until I mentioned just cancel and refund me my money all of it so AHS is lying tell to play recordings of  ever time Ive called to try and settle this Ive been going back and fourth with them since October 2022 

  Customer Answer

  Date: 04/06/2023

   
  Complaint: 19847244
  
  I am rejecting this response because: the issue has yet to resolved 
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 04/17/2023

  April 17,2023
  
  *************************************
  ***********************************************
  *******************************
  *******,** 38125
  
  RE:******************; AHS Plan No. *********, BBB Complaint Case No. 19847244
  
  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 ************ feedback our records indicate that on 4/17/23 paperwork was submitted for refund of her monthly warranty cost in the amount of $175.03;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

  Customer Answer

  Date: 04/17/2023

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

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

  2744 *********

  *********, ** 35475

  
  

• Initial Complaint

  Date:03/24/2023

  Type:Billing 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 for a contract with American Home Shield insurance on October 6 2022 with my Chase card. I was paying ***** $ every month According to contract They promised to fix broken appliances, ID ********* On January 13, I asked them to help me with my stove, that stopped working with alarm sound. I turned it off.AHS told me that **************** Services LLC will repair my stove. AHS charged my credit card 125$ on Jan,15 2022 Technician came on January 17 and told that parts will be ready in 3 days.I called many times to AHS and Hornet with no results.I needed to eat, didn't I? I called a friend electrician. He came and fixed the electrical circuit. My Stove was not broken. Tech from Hornet misled me and lied. One month passed from the January 13. I called my chase credit card and started dispute about all charges of AHS, because this company's business is scam. AHS sent me email that they started to order parts for stove on Feb18, In several phone conversations I explained the situation and that I dispute their charges with my credit card. I've sent them 2 emails with demand to stop contract and refund me everything I paid them. AHS didnt work with my chase credit card about the disputes.AHS started to make moves only on March,6 when they didn't receive the payment for a contract. They tried to send a technician 1.5 months later. Now AHS demands payments and AHS threaten me to send those charges to collection.I ask BBB to stop those threats, to stop trying to charge me for their scam. They charge money, but does not repair, and they lie about the cause of the problem with appliances. Thank you *****************************

  

  Business Response

  Date: 03/30/2023

  March 30, 2023
  
  ***************************
  BBB Serving the Mid-South
  ************************************************************
  
  RE:          *****************************, ********************** Plan No. 614022448;BBB Case No. 19846538
  
  Dear ***************************:
  
  American Home Shield (**********************) is in receipt of your letter advising of the above referenced complaint.  Your letter has been forwarded to me for review and response.
  
  On January 13, 2023, a service request was placed for a cooktop/range and **************** Services, LLC was dispatched to diagnose any problems and a $125.00 trade service call fee was due according to the provisions of Section D-1 of the ********************** plan.  The service contractor reported to ********************** that the control board, igniter, and sensor had shorted out and needed to be replaced, and replacement parts were ordered.  Unfortunately, the service contractor encountered a delay in obtaining the replacement parts from the supplier.  Section I-9 of the ********************** plan states that ********************** is not responsible or liable for any delay in service or failure to provide service caused by conditions beyond **********************s control.  The records indicate that once the replacement parts were received, an appointment was scheduled for March 6,2023.
  
  Ms.****** ********************** plan became effective on October 6, 2022 and was set to expire on October 6, 2023.  ************** agreed to make twelve (12) monthly payments in the amount of $57.49 to be deducted electronically on the 6th of each month.  ********************** received a payment in the amount of $57.49 on October 6, 2022 through February 6, 2022.
  
  On February 17, 2023, ********************** received a disputed charge from Ms. ****** credit card company and four (4) $57.49 payments (November 6, 2022-February 6, 2023) were reversed back to the credit card.  The $125.00 trade service call fee was also reversed back to the credit card due to the disputed charge received which resulted in an outstanding balance in the amount of $354.96.  ********************** did not receive the $57.49 payment that was due on March 6, 2023, and the total outstanding balance due on the account is $412.45.  Ms.****** ********************** plan has been cancelled for non-payment of the contract fees (Section L-1).  Although not obligated to do so, in an attempt to amicably resolve this matter, ********************** has waived the $125.00 trade service call fee, and the $57.49 March 6th payment that was due.  ************** may contact ********************** directly at ************** for assistance with her payment of the remaining $354.96 that is due on the account.
  
  Thank you for your consideration.
  
  Sincerely,
  AMERICAN HOME SHIELD OF *****, INC.
  
  ********************;
  Claims Resolution Specialist 
  ******************************************************************************
  Fax:************ 
  Email: ************************************************************ 

  Customer Answer

  Date: 04/10/2023

  Thank you.

  I am not satisfied by resolving this issue.

  AHS did not complete their obligations to repair appliances. The contractor  did lie, that the stove was broken.

  Later an electrician checked the electrical  sircuit and it was a reason of my stove not working.

  AHS had dispute with my credit card and lost, because they were not suppose to be paid, because they did not complete their obligations.

  They want me to pay for lack of the promised service.

  What else should  I do in this situation?

  Sincerely 

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

• 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.

  Complaint Re: *********************** Home Warranty contract: *********; reference# *********. American Home Shield ("AHS") is fully aware that I have waited nearly two months to repair/replace my toilet and bathroom sinks after three contractors being assigned. They refuse to approve the estimate they have had for weeks from the third contractor that was approved because they couldn't even get anyone to fix the plumbing properly. They know that the toilet has been continuously malfunctioning and cannot be repaired and must be replaced. I even complied with the first contractors request to show the "waste product" (#2 feces) repeatedly clogging up the toilet despite plunging and snaking multiple times, and the very slow draining seeks that need to be professionally cleared. AHS refuses to do so and is in breach of contract. We should not have to drain and clear the waste from the toilet and sinks every single day just to be able to use them and our home stinks to high heaven...we are senior citizens and after years of premiums should not have to beg for proper service and approval of our repairs for two months. This is an abuse of the elderly, fraud, unjust enrichment, and a huge breach of contract and I will not wait any longer to either receive a check for the estimate they have in their possession or approval for the repairs as stated by a very reputable and large plumbing company. I not only had to pay the $100 service fee to AHS, but I had to pay the $59.95 service fee for ****** Heating and plumbing to diagnose the plumbing issues because the repairs were not approved while they were here despite the plumber calling them before the repairs as AHS requires. I can't do the repairs until it is approved or AHS states that will void any payment or refund. If it is not approved by them without any further delay as stated on the estimate, I will proceed with further regulatory and legal action and complaints. I have a **** law degree but I hope this become unnecessary.

  

  Business Response

  Date: 04/03/2023

  April 3, 2023
  
  *************************************
  BBB of the Mid-South
  *******************************
  *******,** 38125
  
  RE:****** & *********************; AHS Home Warranty Plan No. *********; BBB Case No. 19846499
  
  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 find the plumbing service request was placed on February 8, 2023, and Hers & His Plumbing Services LLC was dispatched to diagnose any problems.  It was reported by Hers & His Plumbing Services LLC that a repair was completed to the toilet, however, if the problem persisted, the vendor would return to reevaluate the toilet and stoppages. 
  
  On February 15,  2023, Mr. and *************** advised AHS that there were problems with their homes plumbing.  Unfortunately, Hers & His Plumbing Services LLC were not available for an appointment until February 21,2023.  In an attempt to resolve this matter amicably, on February 17, 2023, AHS advised Mr. and *************** to locate a vendor of their choice related to the plumbing problems.  Section C.3 of the warranty plan states in the event AHS authorizes or requests you to contact an independent service contractor to perform a covered service, AHS will provide reimbursement for an authorized amount of the cost you incur for the repair or replacement services.Acceptable proof of the repair and your actual itemized costs must be provided to and approved by AHS before any reimbursement will be paid.
  
  On March 10, 2023, Mr. and ***************** plumbing  service provider advised AHS of the repairs necessary related to two stoppages and the toilet failure in the total amount of $1,341.55.  The information was received and the authorization to replace the toilet and clear two stoppages in the amount of $1,341.55 was approved on March 31, 2023.  AHS is a service company, and it is our goal to provide timely service solutions to our customers. We strive to provide the highest level of service to all of our customers, and we are sorry that we fell short of that goal in your situation.
  
  The check for the plumbing services in the amount of $1,341.55 has been processed and will arrive in approximately ***** business days.  As a courtesy, AHS will refund the trade service fee of $100.00.  The refund will be returned back to the payment source from which it was collected from in approximately ***** business days.
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield of *******, ****
  
  *************************
  Claims Resolution Specialist 

  Customer Answer

  Date: 04/03/2023

   
  Better Business Bureau:
  
  We have reviewed the response made by the business in reference to complaint ID ********, and we accept their proposed resolution if the check is made out personally in both our names (or in *************************** name solely) and mailed to our home address as shown below and received by us in the time frame promised, as well as the refund of the service fee  in the time frame promised.

  
  Sincerely,
  
  ****** And *********************

  4612 *************

  *********, ** 34759

  
  

• Initial Complaint

  Date:03/23/2023

  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.

  On March 10, 2023, I contacted American Home Shield (AHS) regarding my HVAC system. After paying $100 co-payment, a HVAC technician responded to my house to diagnose the problem. The technician determined we needed a new zone board and advised he would call AHS for authorization to order the part. On March 21, after several days with no response, I contacted the company who advised me AHS had denied the request. I then contacted AHS and spoke with a customer ********************** representative who advised AHS had not yet received a request from the company. The representative stated he would look into the situation and recontact me. On March 23, after not hearing back from AHS, I contacted them again. The representative I spoke with advised me the request was with the authorization department. I then asked to speak to a supervisor regarding my request for service. The representative would not transfer me. I asked him approximately 15 times to transfer me to a supervisor. He continued to place me on hold (I waited 40 minutes) when he came back he told me he put in a request for a supervisor to call me back within 24 hours. I again asked him to transfer me to a supervisor because my heater has not been working for over a week. He again refused to transfer me at which point I hung up without a resolution. I am very upset that Ive been without a properly functioning HVAC system for over a week and American Home Shield has not resolved my issue, although I paid my deductible, and they refused to transfer me to a supervisor. Ive been a faithful customer of ********************** for seven plus years at my current residence and several years at my prior residence. Im very disappointed with the poor customer ********************** at **********************. This is not the first time this has happened, its just the first time Im finally complaining.

  

  Business Response

  Date: 04/04/2023

  April 4,2023
  
  
  
  ***************************
  BBB of the Mid-South 
  ************************************;
  *******, ** 38125 
  
  RE: ***************************; AHS Plan No.599274098; BBB Case No. 19841498
  
  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. AHS has reviewed ******************** service request for the furnace. On March 28, 2023, Indoor Comfort Services reported to AHS that the zone board will need to be replaced. AHS apologizes for the misinformation and the zone board has been covered and, Indoor Comfort Services has been approved to complete the zone board replacement.
  

  Indoor Comfort Services will order the equipment needed to complete the repair and contact ******************** to schedule an appointment to complete.

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

  Customer Answer

  Date: 04/04/2023

  As of April 4, 2023, American Home Shield still refused to pay for service and I had to pay out of pocket to fix my HVAC. They offered to reimburse my $100 co-pay which still hasnt happened. 

  Customer Answer

  Date: 04/04/2023

   
  Complaint: 19841498
  
  I am rejecting this response because:
  As of April 4, 2023 American Home Shield has still refused to fix my HVAC system.  Because my heater was running constantly (using propane), I had to pay out of pocket to have it fixed. I called American Home Shield before I had it fixed and they still denied my claim.  I advised them I wanted to cancel my contract with them due to horrible customer ********************** and their refusal to fix my HVAC. The representative told me she would reimburse my $100 co-pay (that I paid to American Home Shield to have an HVAC company diagnose my problem) if I stayed with them. I havent been reimbursed yet and I paid out of pocket to have it fixed.
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 04/11/2023

  April 11, 2023
  
  
  
  ***************************
  BBB of the Mid-South 
  ************************************;
  *******,** 38125 
  
  RE: ***************************; AHS Plan No.599274098; BBB Case No. 19841498
  
  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. If ******************** is in possession of an invoice or estimate from a HVAC company, she may forward the detailed information to me for review.  The requested information should include an itemized breakdown of the costs incurred or estimated for the repair, as well as the technicians diagnosis of what caused the failure. When I have received and reviewed the requested information, you will be further advised of AHSposition.
  
  A request has been submitted to AHS accounting department and requested the $100 trade service call fee reimbursement to be issued back to the payment source from which payment was made in approximately ***** business days. 
  
  Thank you for your consideration
  
  Sincerely,
  
  AMERICAN HOME SHIELD OF **********, ****

• Initial Complaint

  Date:03/23/2023

  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 September of 2022, I purchased a home warranty through American HomeShield that covers all my appliances for 12 months.In December, my Kenmore refridgerator vent's began frosting over and making a loud buzzing noise. I scheduled service from AHS which took until January to get a repairman to come service the unit.The repairman ultimately informed me that this model refriderator commonly has this problem. The icing over of the vents restricts airflow which causes the compressor to overwork and make the noise. He told me that he has seen this before and this issue WILL most likely continue and require either a full replacement or service every 2-3 months.Fast-forward to last week, we again noticed significant buildup of ice on the vents, the noise was beginning to return and the refridgerator did not feel as cool as it used to. I purchased a thermometer to measure the tempurature. Its 52 degrees on the coldest setting. (Researched and determined any tempurature above 40 degrees was unsafe for food and medicine)I have now been calling AHS for four days getting passed around between different representatives, asking to get escalated to a supervisor and have yet to speak with anyone at a higher level. I have been promised a call back each day and not received one.They are telling me that because the 30-day recall window has lapsed, I have to pay another $85 and wait **** days for a technician to visit my property. I told them I am reluctant to do that since this issue arises ***** days after tech service, and will always fall out of the recall window. They said that this was their policy and there is nothing else they could do if that were the case. Regarding the health concern of my refridgerator being at this tempurature, they did not offer any solution other than get a technician to come service the unit. They have not provided me with any next steps if the unit cannot be serviced or would need to be replaced. Reviews on line say this runaround is common.

  

  Business Response

  Date: 03/26/2023

  March 26, 2023
  
  
  *************************************
  BBB of the Mid-South
  *******************************
  *******, ** 38125
  
  RE: *********************;AHS Plan No. *********; BBB Case No. 19841397
  
  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 December 20, 2022, a service request was placed on the refrigerator and ***** was dispatched to diagnose any current malfunctions.  On December 23, 2022, ***** records indicate they found no mechanical failure with the refrigerator.  Therefore, AHS was not able to authorize any repairs. 
  
  AHS received no further communication from the plan holder until March 20, 2023. The plan holder was properly informed a new service request, with the applicable trade service call fee would be due. On March 26, 2023, although not obligated, AHS has initiated a new refrigerator service request, waived the applicable trade service call fee, and dispatched Mechanical Climate Control Services to diagnose the refrigerator.  Mechanical Climate Control Services will contact the plan holder to secure an appointment.  The plan holder may contact Mechanical Climate Control Services directly at ************ to secure that appointment.  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:03/23/2023

  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.

  02/28/2023 - American Home Shield sent a technician for our furnace 02/28 - called AHS to see how long it would be before a report would be ready for review. They indicated 24 - 48 hours.03/03 - AHS sent an email indicating an estimate was being processed 03/05 - AHS sent an email indicating a detailed diagnosis was being done 03/08 - called AHS for status of estimate, was told waiting on tech's company 03/08 - called tech for status and they said report was submitted to AHS on 03/03 03/09 - AHS sent an email indicating an estimate was being processed 03/10 - AHS sent an email indicating I had till 03/31 to decide what I wanted to do 03/10 - called AHS asking for a copy of report. Rep said would mail it but there was an out of pocket cost. I asked how much and they said approx. $3,520.00. I asked for a break down and they said it would be in the report mailed to me 03/14 - called AHS letting them know I had not received report, if they would provide a break down of costs and email the report to me with the cut-off being 03/31. Rep said report was mailed and will email 03/15 - called AHS letting them know I had not received email of report. Rep said, the report was not mailed yet but would submit a request and would email a copy after the call.03/16 - called again before heading out of town. Rep said email takes 24 - 48 hours to process but would make sure I get the email and would mail copy out. Asked for an ext. of 03/31 cut-off but was told they cannot do that. Asked to speak to manager, was told there are no managers.03/23 - called AHS letting them know I had not received paper copy or email of report as indicated. Rep said they would submit a request for the mail copy but could not sent email as its not their policy to do so. Asked why I was told otherwise several time before, no answer. Asked if I may speak to a manager or someone else to expedite getting a copy of report or ext. of 03/31 deadline, was told no one else to talk to.

  

  Business Response

  Date: 04/05/2023

  April 5,2023
  
  
  
  *********
  BBB of the Mid-South 
  ************************************;
  *******, ** 38125 
  
  RE: ***********************************; AHS Plan No.608252748; BBB Case No. 18973402
  
  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 Aramik Navasartians frustration regarding this matter.  On March 3, 2023, ************** reported to AHS that the furnace will need to be replaced. AHS approved the furnace replacement. There are also modifications in the amount of $3,530 that are necessary. Section I.4.b of the warranty plan states AHS is not responsible or liable for cost of construction, carpentry, or other modifications necessary to remove, relocate, or install a covered item or part thereof. The total amount of charges that ************************** is responsible to pay for is $3,530.
  
  In order to amicably resolve this issue, although not liable to do so, AHS will waive one- half of the non- covered cost of $1,765. ************************** would like to accept AHS offer of reimbursement, he may respond to the response and accept.  
  
  I have attached a copy of the letter requested by ***************************

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

• Initial Complaint

  Date:03/23/2023

  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 did not address my issue. They stood me up twice on a repair appointment. Showed up in the third but never fixed the issue. It took almost a month to even get them to show up. I had to take three days off from work and still have a broken icemaker. You call them and no one ever responds. I have tried three times call both the vendor assigned and AHS. Nothing! I am just glad that this was just an icemaker, not a heating or A/C issue. Total waste of money and time.

  

  Business Response

  Date: 03/31/2023

  March 31,2023
  
  
  
  ***************************
  BBB of the Mid-South 
  ************************************;
  *******, ** 38125 
  
  RE: ***************; AHS Plan No.611384408; BBB Case No. 19642875
  
  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 does apologize for ***************** frustration regarding this matter.  On March 23, 2023, ***** reported that the repair for the refrigerator was completed. AHS has requested National Platinum Service to diagnosis the issues with the refrigerator. National Platinum Service will contact ************ to schedule an appointment, he may also contact them at ************.
  
  In light of the inconvenience and delay encountered, AHS has waived the trade service call fee that was due, and a $125 trade service call fee reimbursement will be issued back to the payment source from which payment was made in approximately ***** business days.

  Thank you for your consideration
  
  Sincerely,
  
  AMERICAN HOME SHIELD CORPORATION

  Customer Answer

  Date: 03/31/2023

  When and if this new contractor actually shows up AND makes an actual repair that works, I will close this complaint out. I have no confidence that this will actually happen.  

• Initial Complaint

  Date:03/23/2023

  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.

  Mar 23, 2023 I have an issue with a recent work order that I will try to communicate here and get satisfactory resolution before stepping it up for further action.I had a furnace replaced under work order *********. I had a fan stop working and it was determined by AHS to replace the furnace. My contractor provided you with the model and serial number of the current model and you chose a replacement model. According to your contract section A.4. AHS is responsible for replacing equipment with equipment of similar features, capacity and efficiency. This did not occur. My previous furnace, ****** model 355MAV042080 was an 80k btu, ****% efficiency, two stage gas valve, variable speed blower motor, high moisture removal, Evolution style furnace. When purchased it was top of the line for ******. AHS chose to replace that with another ******, model 912SD60080E21A-A 80k btu, ****% efficiency, single stage gas valve, single speed blower motor, Legacy line, entry level furnace. This meets the terms of the contract in only one particular, the size of the heat capacity of 80k btu. In no other way does it meet the terms of the contract in features of the gas valve, blower motor, moisture removal or warranty coverage. The fit and finish of a replacement unit are not matchable items and I do not expect that but there are only so many features of a furnace and AHS did not do the job in providing any of them. They are all central to the function of the furnace as they provide benefits over the entry level furnace provided. Complete complaint in upload

  

  Business Response

  Date: 04/06/2023

  April 5, 2023
  
  
  
  
  *********
  BBB of the Mid-South
  *******************************
  *******, ** *****
  
  RE: ***********************; AHS Plan No. 613367208;BBB Case No.   19642628           
  
  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 the furnace service request. AHS has reached out to Majestic Custom Heating &Cooling for an update regarding this matter.  AHS will follow up directly with the plan holder once we receive additional information regarding this matter.
  
  Thank you for your consideration.
  
  
  Sincerely,
  
  American Home Shield Corporation 

  Customer Answer

  Date: 04/06/2023

   
  Complaint: 19642628
  
  I am rejecting this response because:

  Apr 6, 2023
  I dont really know how to respond to this. I have no complaint with Majestic in the work that they were authorized and directed to do. The installation was quick and done well. The complaint is with the contract provision of the choice of furnace replacement. This is what is unacceptable. If the contractor is responsible for this, then I would like to know what Majestic was thinking. But I do not think that the contractor is responsible for this. I believe that AHS makes the replacement choice depending on the information that the contractor provides. Where this breakdown occurred and how the choice of replacement is chosen is what I am trying to find out and how to get my furnace up to snuff. Until this is accomplished, I will continue to question this and take it to the next level for satisfaction, as allowed in the contract. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 04/12/2023

  April 12, 2023
  
  
  
  
  *********
  BBB of the Mid-South
  *******************************
  *******, ** *****
  
  RE: ***********************; AHS Plan No. 613367208;BBB Case No.   19642628          
  
  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.
  
  According to our records, we have spoken with Majestic Custom Heating & Cooling, and they confirmed they were not aware that the previous unit was a two-stage variable speed with two-stage gas valve.  AHS has submitted an equipment request to have the correct equipment ordered.  When the *** becomes available, the plan holder will be advised further.
  
  Thank you for your consideration.
  
  
  
  
  American Home Shield Corporation

  Customer Answer

  Date: 04/16/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution. When appraised of the make and model of replacement I may or may not be satisfied of this resolution.

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

  720 **********

  *****, ** 55123

  
  

• Initial Complaint

  Date:03/23/2023

  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 attempting to get my faucets repaired for almost a year. Four different plumbers have come out and have done nothing except waste my time. When I call in for customer ********************** I end up speaking with with a person from an out sourced agency not within ******* and it is a complete joke. I have spent so much time trying to get this home warranty to repair my faucets that I have paid for the repair ten times over. I want the $100 refunded so that I can just fix them myself. I do not recommend this company. Do not give them your money. On top of their horrible customer **********************, every single contractor they have sent to my home has up charged me for some additional repair not covered by the warranty. What a waste of money this has been.

  

  Business Response

  Date: 03/25/2023

  March 25, 2023
  
  
  ***************************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: *****************************;AHS Plan No. *********; BBB Case No. 19642582
  
  Dear ********************:
  
  American Home Shield ("AHS")is in receipt of your letter advising of the above referenced complaint.  Your letter has been forwarded to me for review and response.
  
  I have reviewed AHS records regarding this matter.  AHS does apologize for the plan holders frustrations regarding this matter.  Although not 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 of **********, ****

• Initial Complaint

  Date:03/23/2023

  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 kept going up on my price without knowledge. They are not sending me emails or mailing about my contact. My price was $67.99 for the Gold plan and then it went up to $84.99 a month which is a lot of money with a $100.00 trade fee. They are not sending me anything on prices and not truthful about prices.

  

  Business Response

  Date: 04/03/2023

  April 3, 2023
  
  
  
  *************************************
  BBB of the Mid-South 
  ************************************;
  *******,** 38125 
  
  RE: ***************************; AHS Plan No.621423388; BBB Case No. 19642554
  
  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. AHS understands its not always the ideal situation for our customers, but the cost of doing business increases each year. Our customers are using their home warranties and are filing more claims than ever. With the increased costs of ordering and delivering parts, the price of our products may rise as well. On March 23, 2023, ******************** accepted AHS offer for a $200 credit for warranty payments that have been applied to the account. AHS also processed ******************** request for a copy of the warranty to be mailed, she will receive the warranty within ***** business days.

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