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
- 18,247 total complaints in the last 3 years.
- 4,982 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/23/2023
Type: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 called AHS to file a claim for my broken water heater. The guy that installed the water heater in my home downgraded my water heater. I had an *************** with a 6 year warranty 40 gallon input burner ***** and recovery gallons *****. They replaced it with an envirotemp 3 year warranty input burner ***** and recovery gallons 38. They downgraded me in 3 separate items on the water heater and I want the right water heater installed into my home.
Business Response
Date: 04/03/2023
April 3, 2023
***************************
BBB of the Mid-South
*******************************
*******,** 38125
RE:***************************; AHS Home Warranty Plan No. *********; BBB Case No. ********
Dear ********************:
American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.
I have reviewed AHS records regarding the water heater and find a service request was placed on March 11, 2023, and Power Plus Services, LLC was dispatched to diagnose any problems. It was reported by Power Plus Services, LLC that the 40-gallon water heater would need to be replaced and AHS authorized for the replacement.
Section A.4 of the agreement plan states when making replacements, AHS is responsible for installing replacement equipment and parts of similar features, capacity,and efficiency, but not for matching dimensions, brand or color. AHS is not responsible for matching any feature of an existing item that does not contribute to the primary function of that item. AHS records indicate that ************** preferred a specific brand of water heater and unfortunately, AHS will not replace a covered item based on brand. ************** has provided a picture of a unit that is 50 gallons with the ****** BTU and AHS would not replace the 40-gallon water heater with a 50-gallon water heater. AHS has replaced the water heater with a comparable unit and there is nothing further that AHS will do regarding this matter.
As a courtesy, on March 23, 2023, the trade service fee of $100.00 was refunded back to the payment source.
Thank you for your consideration.
Sincerely,
American Home Shield of Virginia, Inc.
*************************
Claims Resolution SpecialistInitial Complaint
Date:03/23/2023
Type: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 placed an order for water heater repair services on Feb. 06, 2023 as it is no hot water and the AHS outsourced service company, Wicker Installation scheduled to come on Feb. 05 but didn't show up on schedule time then called rescheduled on Feb, 06.After service company visited, they mentioned there are parts need to be replaced and will order from the manufacturer. I have been withing till today, March 24 the water heater still has not being repaired. Between Feb. 06 and March 24, I was trying to call service company and AHS customer ********************** many times the answer I got include: the parts will deliver to your house, the parts was on the way and arrive next Monday and the manufacturer is out of stock etc. so I have to endure for 46 days without hot water.Today, I cannot bear with AHS anymore, have the other service company to check and replace the water heater then called AHS to cancel my policy with them and waiting long on the phone for verifications on two different occasion and they even informed me they will charge me $45 for cancellation. I started AHS insurance in 2017 when I bought my house and rarely use the insurance but when I terminated my policy they not only fail to fulfill my service order but wants to charge cancellation fee. This is ridiculous! I will never use AHS again in my life after terminated with them and would like to advise whoever would like to buy similar insurance think it twice before act.Business Response
Date: 03/25/2023
March 25, 2023
***************************
BBB of the Mid-South
*******************************
*******, ** 38125
RE: **************;AHS Plan No. *********; BBB Case No. ********; *******************
Dear ********************:
American Home Shield ("AHS")is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.
I have reviewed AHS records regarding this matter. AHS does apologize for the plan holders frustrations regarding this matter. Although not liable to do so, AHS has agreed to reimburse the $75 trade service call fee paid for this service request and waive the rightfully due administrative fee ($44.52). The plan holder can expect to receive that reimbursement of the trade service call fee within 10 to 14 business days. The plan holder should disregard any ******** that *** cross via mail and/or email regarding the administrative fee dated within the next 10 to 14 business days.
Thank you for your consideration.
Sincerely,
American Home Shield of *****, ****Customer Answer
Date: 03/25/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.
Sincerely,
*******************15760 ***************, ** 75035Initial Complaint
Date:03/23/2023
Type: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 paid the company for almost a year now and the company has not been able to keep up their end of the contract. Even before this, there were numerous billing concerns that took months to fixed. Then once a service was requested the company was unable to fulfill it which defeats the purpose of having the insurance from them in the first place. Since the company was unable to fulfill their obligation I would like a refund of all monthly charges by paid to the company. The company offered a refund for service request but would not give back monthly payment which I pay for the services to be fulfilled.Business Response
Date: 03/28/2023
March 28, 2023
*****************
BBB of the Mid-South
************************************;
*******, ** 38125
RE: Arryonna *******; AHS Plan No. 604965668;BBB Complaint Case No. 19641376
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 AHSrecords with regard to the customers complaint. Ms. ******** warranty plan coverage became effective for a coverage term of one year on June 9, 2022. On March 7, 2022, service was requested for a toilet. However, AHS was not able to locate a company to diagnose the issue. Therefore, AHS offered ****************** the opportunity to locate a company of her choosing to diagnose the issue. Section C.3 of the warranty plan states that in the event AHS authorizes or requests the customer to contact an independent ********************** contractor to perform covered service, AHS will provide reimbursement for an authorized amount of the cost incurred for the repair or replacement services.Acceptable proof of the repair and the customers actual itemized costs must be provided to and approved by AHS before any reimbursement will be paid. The customer declined to locate a company to complete a diagnosis.
A trade service call fee is rightfully due from customers for every trade service request, in accordance with Section D.1 of the warranty plan. In light of the fact that Ahs was not able to locate a company to diagnose the issue, AHS refunded the trade service call fee in the amount of $135. The customer will receive this refund in approximately thirty days.
AHS is not liable to refund warranty plan fees. If ****************** elects to cancel the warranty plan,she should notify AHS to do so. The warranty plan will be cancelled in accordance with Section L.4 (b) (d), which states that if the customer or ********************** cancels the contract after the 30th day following the beginning of the contract term, (b) if AHS has provided services and the amount of the service costs incurred by AHS is less than the contract fees paid, the customer will receive a pro rata refund of the contract fees paid for the unexpired term, less the service costs incurred by AHS; and (d) additionally, the customer shall be responsible for an administrative fee of the lesser of (i) the plan fee for one month of coverage under this contract or (ii) such amount as is permitted by law.
Thank you for your consideration.
Sincerely,
AMERICAN HOME SHIELD CORPORATIONCustomer Answer
Date: 03/28/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.
Sincerely,
***********************29219 ***************************, ** 13622Initial Complaint
Date:03/23/2023
Type: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.
So I have a contract with American Home shield, that I pay every month $80 for the service. My hot water heater went out on Sunday evening. I called them Monday morning to file a claim. They said they would call with someone to come look at it within 24 to 48 hours. Tuesday comes and goes. Yesterday, Wednesday, I called back and they said they cannot find anyone in my area. They are still looking. They would call back tomorrow. Which would be Thursday, today. 4 days after initial claim submitted. Never hear from them so I call around 2 pm thinking thats enough time to find someone. I get the same run around, they cannot find anyone. They are still looking. However, per the contract, they have ***** to have someone to the house or we are free to find someone ourselves. So we asked for permission to do that and they said no we werent allowed to do that. So basically they are picking and choosing what parts of the contract they want to abide by, but expect me to pay them every month, on time. For a service that when I need it Im not even getting. I feel like they are giving me the run around so I will get frustrated and just do it on my own. But I refuse, I pay them, we have a contract that they have clearly broken, and I dont want anyone to get scammed by this company like I have. I would like all the money back I have paid them over the last months since they cant even follow up their end of the contract when I need them. Not to mention that I asked to speak to a supervisor and they refuse to let you talk to anyone. They have a paper that they read off of and say the same thing over and over til theres nothing left you can do but to just hang up. Its sad, pathetic excuse for a business.Business Response
Date: 04/04/2023
April 4, 2023
***************************
BBB of the Mid-South
*******************************
*******, ** *****
RE: *************************; AHS Plan No. 606833888;BBB Case No. 19641311
Dear ***************************:
American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.
We truly appreciate the valuable feedback from ************************* and for allowing us the opportunity to assist with bringing the water heater service request to a resolution. According to our records, the water heater service request was placed on March 20, 2023. AHS was unable to locate a vendor in the plan holders area therefore we offered outside authorization in accordance with our contract section C.3. 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 28, 2023, ************************* accepted outside authorization at which time all guidelines were provided. AHS coverage decisions are based on the diagnosis received from the assigned contractor and the terms of the plan. Once the diagnosis and estimate for repair are received from the vendor, AHS will proceed with authorization in accordance with the terms and conditions of the AHS warranty plan.
The monthly premium payments paid were rightfully due and will not be reimbursed. Although not obligated to do so, in an effort to amicably resolve this complaint AHS will refund the service fee paid. The plan holder can expect to receive a credit in the original form of payment within ***** business days.
Thank you for your consideration.
Sincerely,
American Home Shield CorporationCustomer Answer
Date: 04/05/2023
Complaint: 19641311
I am rejecting this response because:
We do not accept what they say. It took 8 days for them to get ** approval to hire another company to fix hot water heater. Meanwhile my mother could not bathe, cook food or anything else involving hot water. Per the contract they said they would have someone here within 48 hours or give authorization. I have attached the itemized invoice for service. If they reimburse us like they said they would, then we will drop the claim and we can all move on. We just want them to live up to what they say in the contract. We pay every month and do our part and they failed on their end to accommodate her in a timely manner. Now make it right and reimburse the payment. Thank you.
Sincerely,
*************************Business Response
Date: 04/12/2023
April 12, 2023
***************************
BBB of the Mid-South
*******************************
*******, ** 38125
RE: *************************; AHS Plan No. 606833888;BBB Case No. 19641311
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 estimate that was sent in. AHS will process the $1,473.44 reimbursement upfront, however, the water heater will be excluded from coverage until a paid invoice is received. The paid invoice can be sent directly to **************************************************** for processing.
The plan holder can expect to receive the check within ***** business days. This matter is considered resolved.
Thank you for your consideration.
American Home Shield CorporationCustomer 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,
************************************************************************, ** 40601Initial Complaint
Date:03/23/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We have been signed up to the American Home Shield since June of 2022. Our wall heating and cooling unit broke in November. We made a service request on 11/19/2022. The assured technicians were coming that following week. No one came. We called that week and every week after. Technicians came in mid December 2022 to assess the damage and estimate needed materials and cost. They said they will send some one the end of December before Christmas to fix it. No one came. We call every week for and update, remind them we need it to be fixed, they continually tell me they are ordering parts or that someone is expected to come out in a week. No one came out until February mid February of 2023. When the techs came, they said that they could not fix it because the wrong parts were ordered. So we continue to call every week. No work has been done, assistance from customer ********************** is useless, and we are constantly lied to about work to be done or order. During the winter we were freezing and even now the house is extremely cold. We have elderly in the house and they have been struggling extremely. We have had to go out of pocket and get heaters for the rooms. Which use to much power and cause the power outages. All the while we have been paying the monthly fee, and we are expected to pay the out of pocket cost. I believe that we should be compensated for the lack of service we are paying for and they should actual come and fix the heating and cooling system.Business Response
Date: 04/03/2023
April 3,2023
*************************************
BBB of the Mid-South
*******************************
*******, ** 38125
RE: *********************************; AHS Plan No. *********; BBB Complaint Case No. 19640866
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 the heating system; we appreciate being able to address the concerns.
Our records show the request was assigned to ***************** & AC Company on 12/29/2022 to resolve the repair issue. The equipment requested by the contractor was ordered; however, due to the type of wall unit, a different condenser model is required. AHS reordered the equipment, unfortunately it was not available locally for pickup; the condenser has been shipped to the contractor and is currently en route. Once received, ***************** & AC Company will call to schedule their first available installation appointment.
AHS is unable to reimburse for the non-covered replacement costs, per section I.8 of the warranty agreement which states that AHS is not responsible or liable for any delay in service or failure to provide service caused by conditions beyond AHSs control. AHS can confirm the refund of the $125.00 trade service call fee was processed to the original payment method on or about 01/30/2023. Receipt can be confirmed by the banking institution, and they can advise when the funds were applied. AHS and the service contractor understand the urgency and will continue to do all we can to resolve the matter.
Thank you for your consideration.
Sincerely,
American Home Shield CorporationCustomer Answer
Date: 04/04/2023
Complaint: 19640866
I am rejecting this response because:
ASH is stating that the delay was due to things out of their control. It was completely in their control. Every time I called there was a delay not because the contractor or anyone else but rather because ASH did not process paperwork, approvals, or purchase orders, or actually order things in a timely fashion. There was a week during the beginning of February where we waited on the parts to physically get in and a week in March for the extra parts to physically get in. Other than that we waited over 4 months for paperwork, approvals, and purchase orders, and prefers to be submitted properly. I do not believe that it took 4 months to receive equipment. This I believe we are due compensation. We were dressing in our home due to paperwork not being done right. Then we paid out of pocket for heater that blow out our electricity. Due to the huge inconvenience, struggle through the winter/cold, money we paid for heaters, struggle of electricity being out, we deserve compensation for the lack of work that we have to pay for (monthly fee for ASH and total of out of pocket payment - which has increased from 1k - 3850 dollars).
Sincerely,
*********************************Business Response
Date: 04/12/2023
April 12,2023
*************************************
BBB of the Mid-South
*******************************
*******, ** 38125
RE: *********************************; AHS Plan No. ********; BBB Complaint Case No. 19640866
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 heating system; and appreciates the opportunity to address the matter.
As stated in our previous communication, AHS is unable to reimburse for the non-covered replacement costs per the terms of the warranty agreement. Unfortunately, the service contractor, nor AHS can control inventory availability. Although AHS understands the inconvenience experienced and has refunded the $125.00 trade service call fee, we will agree to reimburse up to $300.00 toward the costs for the purchase of Ms. ************** space heaters. AHS will require a copy of the invoice or receipt for processing and once received, the payment will be mailed via the U.S. Postal Service in ***** business days to the property address.
Thank you for your consideration.
Sincerely,
American Home Shield CorporationInitial Complaint
Date:03/23/2023
Type: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.
We contacted American Home Shield on 2/6/23 when the handle on the microwave of the covered property came off. They sent a technician from: A-ALL Services, ***** *************************************************************************************************** on 2/11/23. He checked the microwave and took pictures, it is a ****, space saver. He said that the plastic handles get brittle from cooking on the stove. He said that he would turn in his report to the insurance and they would contact me with the resolution. On 2/15/23, I received a voicemail from a representative of American Home Shield, she stated the technician said that the handle broke per physical force and not opened properly. *******, the representative of American Home Shield, stated that the microwave is not covered per section 1, paragraph 6b: misuse, will not be covered under our contract. On 2/16/23, I called American Home Shield, the representative, stated that we could get a second opinion, but would have to pay for another service call. Our American Shield contract number is *********Business Response
Date: 03/25/2023
March 25, 2023
*****************
BBB of the Mid-South
*******************************
*******, ** 38125
RE: ****** &***************************; AHS Plan No. *********; BBB Case No. 19640841
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 25, 2023, the decision was made the microwave should be replaced. AHSAppliance ********************* 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 Appliance ********************* directly at **************.
Thank you for your consideration.
Sincerely,
American Home Shield of **********, ****Customer Answer
Date: 03/31/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.
Sincerely,
***************************3725 *********************, ** 92056Initial Complaint
Date:03/23/2023
Type: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 Homeshield and their contractor ***** Mechanical LLC a scam artist. They took pictures, said my heater was broke due to wear and tear and would not cover it. Hired a contractor right after who said the inducing fan motor needed replacing and said wear and tear had nothing to do with it. Fixed the problem for $330. The contractor also tried to cut a $200 side deal with wife who refused.Sent from ************************* ***************************Business Response
Date: 03/25/2023
March 25, 2023
*****************
BBB of the Mid-South
*******************************
*******, ** 38125
RE: *************************; AHS Plan No. *********; BBB Case No. 19640509
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 20, 2023, a service request was placed on the furnace and ***** Mechanical, LLC, was dispatched to diagnose any problems. On March 22, 2023, it was reported the unit was completed covered in dirt, hair, debris. The blower wheel is packed with dirt, hair debris, plastic and cardboard. ***************** is paced with dirt, hair, debris which is causing the unit to rattle and shake. The blower motor has dirt, hair, debris over it. ***** Mechanical, LLC, explained this is not normal wear and tear, and recommended routine maintenance (cleaning the furnace). Section A.2 of the warranty plan states coverage under this contract includes normal wear and tear malfunctions during the contract term. Section I.1.a of the warranty plan states this contract does not cover for routine maintenance (you are responsible for providing maintenance and cleaning of covered items as specified by the manufacturer). Therefore, based on the information received and the terms of the warranty plan, the claim was denied. On March 23, 2023, although not obligated,AHS agreed to reimburse half of the trade service call fee paid for this request ($62.50). The plan holder should expect to receive that reimbursement within 10 to 14 business days.
Thank you for your consideration.
Sincerely,
American Home Shield CorporationInitial Complaint
Date:03/23/2023
Type: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 had American Home Shield for the past several years. Over the years, I have filed several claims with AHS and they have sent out the worst rated/reviewed contractors to LIE on the reports to get my items denied every single time. The contractors get paid for the visit with MY money that is paid to AHS for the service call, which is in addition to the monthly fees I pay AHS. These contractors are scam artists and also not even specialized in the field they are coming out to diagnose the issue for like how I was sent a plumber 2 weeks ago for appliance issues!!! I am absolutely ****** at the fact that AHS has frauded me out of thousands of dollars over the years and has fixed absolutely NOTHING in my house. I have had to come out of pocket every single time to get things fixed or replaced and that is unacceptable since I have been paying AHS for YEARS!!! I want refunded for everything at this point and I am DEAD SERIOUS!!!Business Response
Date: 04/04/2023
April 4, 2023
***************************
BBB of the Mid-South
*******************************
*******, ** *****
RE: *******************************; AHS Plan No. *********; BBB Case No. 19639904
Dear ***************************:
American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.
We truly appreciate the valuable feedback from ******************************* and for allowing us the opportunity to assist with bringing the appliance service request to a resolution. According to our records, the appliance service request was placed on March 2, 2023. The vendor, *********************************** reported that something was dropped on the glass top shattering it. This is not normal wear and tear and therefore denied in accordance with contract section A.2. Coverage under this contract includes normal wear and tear malfunctions during the contract term (as defined in Section B). The vendor also reported that there are no mechanical failures with the dryer or the microwave. The dryer vent needs to be unclogged and the microwave panel has a small crack however this is not affecting the function of the microwave, it is only cosmetic.
Section I.1.c of the contract provides this contract does not cover flues, venting, chimneys, and exhaust lines; repair or remediation of cosmetic defects.
Whilst the name of the vendor indicates plumbing, the vendor is also licensed and insured for appliances as well. If the plan holder disagrees with the diagnosis, they have the right to a second opinion in accordance with contract section C.2.c. In the event that AHS informs you the malfunction is not covered under this contract, you have the right to request a second opinion of the cause of the malfunction.
Please confirm on this complaint if the plan holder would like to move forward with a second opinion on the aforementioned appliances.
Thank you for your consideration.
Sincerely,
American Home Shield CorporationInitial Complaint
Date:03/22/2023
Type: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 12/16/22. 1/23 the furnace went and I had to get it replaced. I called the warranty **mpany. They scheduled a technician to **me out, he didnt show up because he didnt have child care, due to the ice storm in January. The warranty ** authorized me to get a local **ntractor, which I did. They also wanted to send another tech out, but I didnt want to take a chance on him canceling too. I had my furnaces fixed, but they are denying me my $2,900 reimbursement because I failed to call them back before he started work on the job.Business Response
Date: 03/24/2023
March 24, 2023
*****************
BBB of the Mid-South
*************************************************************
RE: ********* Law; HSA Plan No. *********; BBB Case No. 19638694
Dear **********:
Home Security of ******* ("HSA") is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.
I have reviewed HSAs records regarding this matter. HSA does apologize for the plan holders frustrations regarding this matter. HSA request the plan holder reject this response, attached an itemized detailed invoice from their outside contractor regarding the furnace to this complaint. The requested information should include an itemized breakdown of the costs incurred or estimated for the repair, as well as the technicians diagnosis of what caused the failure. When the paid invoice has been received and reviewed, HSA will advise further of our position. HSA will await the requested itemized paid invoice.
Thank you for your consideration.
Sincerely,
Home Security of ******** ****Initial Complaint
Date:03/22/2023
Type: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 request for my inoperable washing machine on March 1, 2023. A technician came out and stated four components needed to be replaced. These parts were ordered and installed but the washing machine is still inoperable because according to the technician, a new part is required. I was told this part would not arrive until April 30, 2023. After making multiple calls to AHS, I was offered the cost of the part. That is not acceptable compensation. My warranty states that the item will be replaced if it cannot be repaired in a reasonable time frame. I called AHS (again) to tell them waiting two months to see IF the FIFTH part will fix the problem is unacceptable and was told a supervisor would contact me. They did not. While AHS continues to poorly handle this situation, I am continuing to incur the additional financial burden of alternative laundering services. I am entitled to the replacement cost of the machine, as is stated in my warranty.Customer Answer
Date: 03/23/2023
Additional information: Called AHS again after I was not contacted by a supervisor. The representative I spoke to, ******, was terribly rude and condescending. Additionally, he refused to put in a ticket to have a supervisor contact me, even though I had not been contacted from my first request for a supervisor. He then placed me on hold for an unreasonable amount of time to research. This experience has been terrible and after having been a customer for almost 10 years, I expected better treatment.Business Response
Date: 03/25/2023
March 25, 2023
***************************
BBB of the Mid-South
*******************************
*******, ** 38125
RE: Jan / *************************; AHS Plan No. *********; BBB Case No. 19638561
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 25, 2023, the decision was made the washer 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 CorporationCustomer Answer
Date: 03/28/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.
Sincerely,
******************************************** SW*******, ** 30311
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