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
- 18,457 total complaints in the last 3 years.
- 4,981 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:05/19/2023
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.
tec went to house and inspected oven and said needed board ******* weeks later an other tec went to replace board and said it was probably a ***** that broke oven and was not covered... left and didnt put back over parts back and now not even the micro works( its a oven - micro combro)
Business Response
Date: 05/27/2023
May 27, 2023
*************************************
BBB of the Mid-South
*******************************
*******, ** 38125
RE: *******************; AHS Plan No. *********; BBB Complaint Case No. 20081437
Dear *************************:
Thank you for making ** aware of the plan holders issue through the Better Business Bureau. We take customer satisfaction very seriously, and sincerely apologize if the plan holder has not been entirely satisfied with our service.
On May 18, 2023, ********** *********************., reported when the technician opened the oven everything inside was littered with cockroaches,the oven is in a terrible state, which was caused by not normal wear and tear. Section A.2 of the warranty plan states coverage under this contract includes normal wear and tear malfunctions during the contract term. Section I.6.a of the warranty plan states AHS is not responsible or liable for repairs or replacements when the malfunction is due to misuse, abuse, or mistreatment,including but not limited to, removal of parts and damage by people, pests, or pets. Therefore, based on the information received and the terms of the warranty plan, the claim was denied.
On May 22, 2023, the plan holder disputed the diagnosis reported by ********** *********************. AHS dispatched ******************* to diagnose the oven as a second opinion. On May 24, 2023, it was reported the oven was infested with roaches that caused the control to short out. ******************* attached pictures as well. Therefore, based on the information received and the terms of the warranty plan referenced above, the claim remained denied.
We take your concerns seriously and thank you for raising them to our attention. We appreciate the plan holder as a member, and hope to provide them with a positive customer experience in the future.
Sincerely,
****************
American Home Shield of **********, ****Initial Complaint
Date:05/17/2023
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 canceled my service due to the repeated poor customer ********************** I have been receiving from American Home Shield, in which I filed a previous BBB complaint. When canceling, they repeatedly asked me to not cancel, but when I didn't budge on canceling, they said they would charge me a cancelation fee of *****! After discussing this cancelation fee with them, they said that they would remove the cancelation charge, but they have not done that yet, and are now charging me the remaining balance of $43.62. This is ***** minus the partial month that was canceled, so they should actually reimburse me *****, since they said they would not charge me with the cancelation fee.I have called twice since then. Once around April 20, and again on 5/17/23. They keep saying they want to review the previous call, to check and see if they said they would waive the fee, which obviously hasn't happened yet.If they would have been a responsible business to begin with, I wouldn't have canceled. I was a customer of their for several years, and that apparently does not matter to them.Business Response
Date: 05/27/2023
May 27, 2023
***************************
BBB of the Mid-South
*******************************
*******, ** 38125
RE: *****************************;AHS Plan No. *********; BBB Complaint Case No. 20070525
Dear ********************:
Thank you for making ** aware of the plan holders issue through the Better Business Bureau. We take customer satisfaction very seriously, and sincerely apologize if the plan holder has not been entirely satisfied with our service.
On April 14, 2023, the plan holder requested to cancel the warranty plan. The warranty plan was cancelled per the provisions of the warranty plan. AHS has no record offering the plan holder the waiver of the administrative fee. Although not obligated, in an attempt to resolve this matter amicably, AHS has agreed to waive the remaining balance due on the warranty plan ($43.62). The plan holder *** disregard any ******** that *** cross via mail and/or email dated within the next 10 to 14 business days.
We take your concerns seriously and thank you for raising them to our attention. We appreciate the plan holder as a member, and hope to provide them with a positive customer experience in the future.
Sincerely,
****************
American Home Shield CorporationInitial Complaint
Date:05/16/2023
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 previously file a complaint (#********) - AHS failed to secure a contractor after several months in the winter without heat. In response to the complaint I was told to hire a contractor and submit the invoice. On March 6, 2023 at **** I sent an email to the **************************************************** as instructed with copies of the interaction with BBB and the response from AHS and the invoice for the work at a lower cost than they stated was allowed and asked what further was needed to process the claim. I never received a response. I called on 3/27/2023 talked to a male who advised they had not got to the claim and would be addressing it in the next week. I was again asked to resubmit the document, and I forwarded the previous email. No response. on 4/18/2023 I called and was told I spoke to a supervisor who stated there was no record of the emails or that I had called. I resent the emails, verified the address was correct and was told the supervisor would call the following day to follow up. No response to date. To date I have yet to cancel my service out of concern they will not reimburse me for the more than $3000.00 I spent on a contractor.Business Response
Date: 05/27/2023
May 27, 2023
***************************
BBB of the Mid-South
*******************************
*******, ** 38125
RE: *************************;AHS Plan No. *********; BBB Complaint Case No. 20067310
Dear ********************:
Thank you for making ** aware of the plan holders issue through the Better Business Bureau. We take customer satisfaction very seriously, and sincerely apologize if the plan holder has not been entirely satisfied with our service.
AHS request the plan holder respond to this complaint confirming their proper mailing address. Once that information is received, AHS will process the check for $3,894 as shown on the paid invoice attached to this complaint. AHS will await the requested information.
We take your concerns seriously and thank you for raising them to our attention. We appreciate the plan holder as a member, and hope to provide them with a positive customer experience in the future.
Sincerely,
****************
American Home Shield CorporationCustomer Answer
Date: 05/31/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.
Sincerely,
*************************642 **********************, ** 26181Customer Answer
Date: 05/31/2023
AHS is requesting my mailing address be confirmed. In the acceptance of their response it includes my address. I am unsure where or how they want it confirmed.
It is
*********************************;
**********, ** 26181
Initial Complaint
Date:05/15/2023
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.
ID: #********* My Plan with American Home Shield expired on April 10, 2023. Prior to the renewal, I received a message on the portal that AHS was upgrading my Plan for the next year with a higher premium. I called AHS to inquire why they were upgrading without my permission. I was told that the original program was not being offered. I told AHS that I was not interested in the new Plan and that at the end of the original Plan, I did not agree to continue. Yet, AHS charged my credit card on file and renewed the Plan without my authorization. I, therefore, called AHS again and advised them to cancel my Plan because I did not agree to the upgraded Plan. Also, I did not receive any service since the new upgraded Plan went into effect. In spite of ********** AHS repeatedly, they continue to bill me, which is a fraudulent act. They must stop billing and credit the account appropriately for the amount they charged since April of 2023.Business Response
Date: 05/27/2023
May 27, 2023
***************************
BBB of the Mid-South
*******************************
*******, ** 38125
RE: ***************************;AHS Plan No. *********; BBB Complaint Case No. 20062021
Dear ********************:
Thank you for making ** aware of the plan holders issue through the Better Business Bureau. We take customer satisfaction very seriously, and sincerely apologize if the plan holder has not been entirely satisfied with our service.
On May 9, 2023, AHS reviewed this matter directly with the plan holder. The warranty plan was cancelled and backdated to the requested date of April 28, 2023. The plan holder disputed the payment of $108.31 with their financial institution, and the funds were removed from AHS. If the plan holder has not received that reimbursement, they should follow up with their financial institution. AHS request the plan holder disregard any ******** that *** cross via mail and/or email dated within the following 10 to 14 business days.
We take your concerns seriously and thank you for raising them to our attention. We appreciate the plan holder as a member, and hope to provide them with a positive customer experience in the future.
Sincerely,
****************
American Home Shield CorporationCustomer Answer
Date: 05/31/2023
Complaint: 20062021
I am rejecting this response because: in spite of what AHS stated that my plan had been discontinued, on the web portal, the plan is still active and AHS continues to bill showing the amount past due. As I never used the service since the new plan went into effect on April 10th, and I never agreed to sign up for the new upgraded plan, the plan should have been cancelled and not be showing any past due premium. In order for me to accept their response, they must cancel the plan effective the date of inception and remove any charges they erroneously show to be past due.
Sincerely,
***************************Business Response
Date: 06/08/2023
June 8, 2023
***************************
BBB of the Mid-South
*******************************
*******, ** 38125
RE: ***************************;AHS Plan No. *********; BBB Complaint Case No. 20062021
Dear ********************:
American Home Shield (AHS) is in receipt of your letter enclosing additional correspondence from plan holder.
AHS has previously received and reviewed plan holder's complaint and stated its position regarding this matter. AHS' position does remain unchanged. The warranty plan associated with contract number ********* was cancelled as previously stated. At this time, there is no pending billing,and the $108.31 payment has been reimbursed. If the plan holder is stating that a warranty plan is showing open, AHS would request the plan holder attach a screenshot and/or the associated contract number so this matter can be further reviewed.
We take your concerns seriously and thank you for raising them to our attention.
Sincerely,
****************
American Home Shield CorporationCustomer Answer
Date: 06/09/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution. It appears that AHS just cleared my account before they sent you the email because the account was showing up ********* until the day before. I am therefore accepting the response with the option to re-open the case if they bill again while the plan is cancelled.
Sincerely,
************************************************************************, ** 27614Initial Complaint
Date:05/15/2023
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 5 contracts with AHS and have been a loyal customer for over 10 years. On 5/4 I placed a request for my washer via video diagnostics. On 5/6 a technician came out and said he needed to order a new drain pump. The appointment to replace the drain pump was scheduled for 5/10. I had to request off from work and on 5/10 the technician came out and after attempting to install the new part, he told me the new drain pump was broken and they would have to order another one. The next appointment was scheduled 5/13. I again had to request off from work. the technician came out and after attempting to install the new part, he again told me the new drain pump was broken and they would have to order another one. I am disappointed with AHS because I have been a member for over ************************************************************** 4 days of pay as I am an hourly employee. If I don't work, I don't get paid. The next appointment is on 5/17 and AGAIN, I have to request off from work because the contractor keeps bringing broken parts. This is not my fault and as a customer I am disappointed with the level of service and I am requesting AHS refund the trade fee I paid due to multiple errors caused by the contractor they sent. I have lost over $760 because of this repair. CONTRACT # ********* DISPATCH #*********Business Response
Date: 05/26/2023
May 26, 2023
*************************************
BBB of the Mid-South
************************************;
*******, ** 38125
RE: ***********************; AHS Plan No.610756788; BBB Case No. 20059880
Dear *************************************:
Thank you for making ** aware of **************** issue through the Better Business Bureau. We take customer satisfaction very seriously, and sincerely apologize if **************** has not been entirely satisfied with our service.
On May 13, 2023, *************** reported to AHS that the washer pump would need to be replaced. AHS approved the pump replacement. On May 19, 2023, *************** repaired the washer,and the unit was working, repair completed on May 19, 2023. If **************** is still having an issue with the washer, she may contact AHS for a service request.
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.
We take your concerns seriously and thank you for raising them to our attention.We value **************** as a member and hope to provide them with a positive customer experience in the future.Thank you for your consideration
Sincerely,
****************
AMERICAN HOME SHIELD OF *****, INC.Customer Answer
Date: 06/05/2023
Complaint: 20059880
I am rejecting this response because:
The repair is still not completed. Tech replaced part but did not test washer stating it was fixed. I put a load of clothes in and when it got to the spin cycle it made very loud noise. I called AHS and they sent the company back out and the tech from *************** came back out and said the bearings are broken and he would order the part and come back to replace. I called today for an update because I had not heard from them and was told the repair order was closed. My washer is still making the loud noise. I was informed that using it like this can cause damage to other parts of my washer which can make it dangerous to use.
Sincerely,
***********************Business Response
Date: 06/12/2023
June 12, 2023
*************************************
BBB of the Mid-South
**** *************
*******, ** 38125
RE: ***********************; AHS Plan No.610756788; BBB Case No. 20059880
Dear *************************************:
Thank you for making ** aware of **************** issue through the Better Business Bureau. We take customer satisfaction very seriously, and sincerely apologize if **************** has not been entirely satisfied with our service.
On June 12, 2023, *************** reported to AHS that the washer would need additional parts to be replaced. *************** ordered the parts, the parts estimated arrival date if June 16, 2023. Section I.9 of the warranty plan states AHS is not responsible or liable for any delay in service or failure to provide service caused by conditions beyond AHSs control. When *************** has received the parts, they will contact **************** to schedule an appointment.
We take your concerns seriously and thank you for raising them to our attention. We value **************** as a member and hope to provide them with a positive customer experience in the future.Thank you for your consideration
Sincerely,
****************
AMERICAN HOME SHIELD OF *****, INC.Initial Complaint
Date:05/14/2023
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.
AHS charges a monthly fee to provide a home warranty and dispatches service professionals to resolve issues. Every time weve asked them to resolve an issue they dispatch folks that dont show up , or show up and promise to come back and fix things but then dont show up. We get charged fees month after month while we wait for our HVAC to be fixed. They shouldnt be selling a service they cant deliver. If they dont have the professionals why promise that they are able to resolve these issues.Business Response
Date: 05/24/2023
May 24, 2023
************************;
***********************************************
RE: **********************, AHS Plan No. *********, BBB Complaint Case No. 20057818
Dear *************************************,
Thank you for making us aware of ************** issues through the Better Business Bureau. We take customer satisfaction very seriously, and sincerely apologize if ************** has not been entirely satisfied with our service.
On 4/17/23 a work order was created for an air conditioner (heat pump), and per the technician we will need to replace the strainer valve and add a shut off valve and both parts were approved for replacement on 5/19/23. Per the technician the job was completed on 5/23/23. As a one-time courtesy, on 5/24/23 paperwork was submitted for refund of his service fee in the amount of $100; please allow ***** business days for processing, payment will be credited back to the original method of payment.
We take your concerns seriously and thank you for bringing them to our attention. We value ************** as a member and hope to provide him with a positive customer experience in the future.
Sincerely,
**********
American Home Shield CorporationInitial Complaint
Date:05/12/2023
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.
Okay here it goes again!!! Filed a service request on Monday, May 8th. They gave me a contractor name. Well that contractor never called and set up anything. Well then I called again, to AHS and they cancelled that request. Thank gosh I called and checked. Well they assigned another contractor on May 11th. Well I tried calling them twice in Friday, May 12 and AHS said they tried as well and sent an email. So here it is, still no service call on my AC Unit and all I get is the run around. And to top it off, the second company they wanna send to my house has the worst reviews ever about how they handle customers of AHS and dont show up when they say. I tried expressing my concerns about that but I was told to bad. I cant handle AHS anymore. Its hot in my house. Shouldnt take a week to at least get out on a schedule for ac repair.Business Response
Date: 05/29/2023
May 29, 2023
***************************
BBB of the Mid-South
*******************************
*******, ** 38125
RE: ***********************;AHS Plan No. *********; BBB Complaint Case No. 20053490
Dear ********************:
Thank you for making ** aware of the plan holders issue through the Better Business Bureau. We take customer satisfaction very seriously, and sincerely apologize if the plan holder has not been entirely satisfied with our service.
On May 11, 2023, AHS dispatched Freedom Heating & Cooling to diagnose the air conditioner. On May 19,2023, Freedom Heating & Cooling advised AHS the service request was complete.
We take your concerns seriously and thank you for raising them to our attention. We appreciate the plan holder as a member, and hope to provide them with a positive customer experience in the future.
Sincerely,
****************
American Home Shield CorporationInitial Complaint
Date:05/11/2023
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 purchased an AHS warranty, agreement number ********* and required service when our HVAC stop working on April 16, 2013. I contacted AHS paid the service charge of $75.00, dispatch number *********. On April 17th I received a text from ATR General Services stating AHS assigned them to repair our HVAC unit on April 24th. On April 24th ATR came to our house and reviewed the exterior unit with gauges that had no glass protecting the instrument and went into our attic with a spray bottle. I watched the service person spray liquid into the interior HVAC system. I asked what that process would determine and he stated he was looking for leaks. After a couple of minutes, he put the cover back on the attic unit and that was it. The repair person stated he pressurized the unit to see if the unit would hold the pressure and would return on the next day. April 25th came and went with no show or call. I received an email from AHS on April 26th showing a bill of $1350.00 for refrigerant. I contacted ATR and informed them the service person did not return on April 25th to check the system pressure. *** stated the they would not return until I paid the $1350.00. I explained I was not informed why our HVAC was broken. I called AHS regarding the bill and AHS said they would contact ATR to recheck the ***** After multiple calls, *** would not return without the payment of $1350.00 for refrigerant. Why would I pay for refrigerant when ATR provided no plan of action to repair our HVAC? I purchased an AHS warranty covering my HVAC system. AHS assigned an HVAC company with a very poor BBB rating "F". I could not get any repair resolution from ATR or AHS. I had no choice but to contact another HVAC company. Attached is a copy of the invoice from American Mechanical in the amount of $10,729. I'm requesting AHS to assist me with reimbursement towards this bill. If AHS provided a reputable HVAC company my AHS warranty covers this system repair instead of me!Business Response
Date: 05/29/2023
May 29,2023
*********
BBB of the Mid-South
************************************;
*******, ** 38125
RE: *******************; AHS Plan No.605928058; BBB Case No. 20049139
Dear *********:
Thank you for making ** aware of ************** issue through the Better Business Bureau. We take customer satisfaction very seriously, and sincerely apologize if ************** has not been entirely satisfied with our service.
On April 26, 2023, ATR Heating and Cooling reported to AHS that the air conditioner ******* valve will need to be replaced and the unit will need to be recharged with refrigerant. ATR Heating and Cooling further reported that refrigerant needed to be added to the air conditioning system. Section E.10 of the warranty plan states that AHS will pay up to ten dollars ($10) per pound per occurrence for refrigerant.The customer is responsible for payment of any costs in excess of ten dollars per pound. The charge to ************** for refrigerant not covered by the warranty plan is $1,350.
AHS has reviewed the estimate submitted by ************* for the replacement of the air conditioner unit, the invoice does not state the failure to the air conditioning unit and has not been paid. Section C.1.c of the warranty plan states AHS will not reimburse the customer or others for *********************** performed without AHS prior approval. In an attempt to amicably resolve this matter, AHS has dispatched a second opinion company *************************** Company to diagnose any problems with the air conditioner unit. ************** may contact *************************** Company directly at ************ to schedule an appointment if an appointment has not already been set.We take your concerns seriously and thank you for raising them to our attention. We value ************** as a member and hope to provide them with a positive customer experience in the future.
Thank you for your consideration
Sincerely,
****************
AMERICAN HOME SHIELD OF *******, ****Customer Answer
Date: 05/29/2023
Complaint: 20049139
I am rejecting this response because: AHS only offered service by ATR HVAC company and when I contacted AHS multiple times regarding the extremely poor service I received from ATR HVAC company AHS did not provide any assistance. I informed AHS that ATR HVAC company no-showed the next day as they confirmed to check my HVAC's pressure. AHS stated ATR HVAC company would only return to my home if I paid the $1350.00 cost of refrigerant. I explained multiple times to both AHS and ATR HVAC company they were to check my HVAC's pressure to ensure it would hold the refrigerant. AHS would not reconsider and no further repair service was offered by AHS. I had no choice but to call another HVAC service company because AHS did not uphold the warranty on my HVAC system and offer further repair assistance. AHS did not follow up and provide another HVAC company to service my HVAC system. AHS knew my HVAC system was not working and they did nothing to uphold my warranty.I paid American Mechanical $10,729.00 to repair my HVAC system and I previously provided the invoice. I am requesting AHS to meet me half way and provide me with reimbursement of $5364.50. I counted on AHS's warranty of my HVAC system and I paid the yearly AHS's premiums to ensure I would have this protection. However, when I needed AHS to uphold their warranty, they did not provide a capable and reputable HVAC company to repair my HVAC system. I was given one option by AHS and ATR HVAC company which was to pay the $1350.00 for refrigerant.
Business Response
Date: 06/07/2023
June 7,2023
*********
BBB of the Mid-South
************************************;
*******, ** 38125
RE: *******************; AHS Plan No.605928058; BBB Case No. 20049139
Dear *********:
Thank you for making ** aware of ************** issue through the Better Business Bureau. We take customer satisfaction very seriously, and sincerely apologize if ************** has not been entirely satisfied with our service.
However, my previous correspondence accurately & correctly stated AHS' position regarding this matter. AHS has reviewed the estimate submitted by ************* for the replacement of the air conditioner unit, the invoice does not state the failure to the air conditioning unit and has not been paid. Section C.1.c of the warranty plan states AHS will not reimburse the customer or others for *********************** performed without AHSprior approval.
AHS relies on the diagnosis from our licensed technicians to determine the course of action for repair or replacement of a covered item. In the alternative to having the repair completed by ATR Heating and Cooling, AHS can offer ************** the option of accepting cash in lieu of AHS cost of the authorized repair, up to the amount of $312. Section G.13 of the warranty plan states AHS reserves the right to provide pre-approved reimbursement of itemized costs or cash back in lieu of repair or replacement.Both preapproved reimbursement of itemized costs and cash back in lieu of repair,or replacement will be based on what AHS would ordinarily expect to pay for the same parts and labor, which may be less than retail or your actual cost. If ************* would like to accept AHS cash in lieu offer,she may contact AHS directly.
We take your concerns seriously and thank you for raising them to our attention. We value ************** as a member and hope to provide them with a positive customer experience in the future.Thank you for your consideration
Sincerely,
****************
AMERICAN HOME SHIELD OF VIRGINIA,INC.Customer Answer
Date: 06/23/2023
AHS did not provide a qualified **** company to service our **** warranty. AHS assigned a "D" rated company, ATR of Richmond, which did not complete the service call. ATR no-showed and no-called when the technician was to return and check the system to see if if it held the pressure. ATR did not perform the system check. ATR did the minimum service when the technician arrived. AHS only wanted to replace the air conditioning refrigerant and not do a full service check to see if there leaks or why our **** system was not working. If AHS provided a qualified highly experienced **** company to perform the **** service check on our broken system I would have received a professional diagnosis. With no additional assistance from AHS I had no choice to contact a professional highly trained **** company for my broken **** system. AHS did not uphold the **** warranty that I paid for 20 years!!!! AHS provided a low BBB grade company to offer refrigerant to a broken **** system. I contacted AHS multiple times with no additional help. AHS is responsible to assist with the cost of my **** system replacement as it was covered by the warranty.Customer Answer
Date: 06/30/2023
From the CONSUMER:Sent 6/23/2023 9:07:23 AMRead by ******************** on 6/23/2023 9:09:23 AMAHS did not provide a qualified **** company to service our **** warranty. AHS assigned a "D" rated company, ATR of Richmond, which did not complete the service call. ATR no-showed and no-called when the technician was to return and check the system to see if if it held the pressure. ATR did not perform the system check. ATR did the minimum service when the technician arrived. AHS only wanted to replace the air conditioning refrigerant and not do a full service check to see if there leaks or why our **** system was not working. If AHS provided a qualified highly experienced **** company to perform the **** service check on our broken system I would have received a professional diagnosis. With no additional assistance from AHS I had no choice to contact a professional highly trained **** company for my broken **** system. AHS did not uphold the **** warranty that I paid for 20 years!!!! AHS provided a low BBB grade company to offer refrigerant to a broken **** system. I contacted AHS multiple times with no additional help. AHS is responsible to assist with the cost of my **** system replacement as it was covered by the warranty.Business Response
Date: 07/09/2023
July 9, 2023
*********
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *******************; AHS Plan No.605928058; BBB Case No. 20049139
Dear *********:
Thank you for making us aware of ************** issue through the Better Business Bureau. We take customer satisfaction very seriously, and sincerely apologize if ************** has not been entirely satisfied with our service.
My previous correspondence accurately & correctly stated AHS' position regarding this matter. ATR Heating and Cooling reported to AHS that the air conditioner ******* valve will need to be replaced and the unit will need to be recharged with refrigerant. ATR Heating and Cooling further reported that refrigerant needed to be added to the air conditioning system. AHS relies on the diagnosis from our licensed technicians to determine the course of action for repair or replacement of a covered item. The invoice does not state the failure to the air conditioning unit nor contradicts AHS diagnosis. Section C.1.c of the warranty plan states AHS will not reimburse the customer or others for *********************** performed without AHS prior approval. The option of accepting cash in lieu of AHS cost of the authorized repair, up to the amount of $312 is still available.
If ************** would like to accept the *** cash in lieu, she may upload a paid receipt or invoice to the BBB website or ****************************************************
We take your concerns seriously and thank you for raising them to our attention.We value ************** as a member and hope to provide them with a positive customer experience in the future.Thank you for your consideration
Sincerely,
****************
AMERICAN HOME SHIELD OF VIRGINIA, INC.Customer Answer
Date: 07/12/2023
Complaint: 20049139
I am rejecting this response because: AHS service provider, ATR of Richmond, did not provide an explanation of why the unit required refrigerant and only suggested to replace the part and would come back the following day to see if the pressure held with the new valve. ATR of Richmond did not return to check the system pressure. AHS instead of having ATR come back and properly check the **** pressure sent me an invoice $1350.00 for the cost of refrigerant. AHS stated they would not come back to check the pressure unless I paid the $1350.00, Why would AHS require refrigerant be put into a system without properly checking the pressure? AHS only wanted to put a band aid on the **** problem. AHS did not uphold the warranty we paid for by not having the **** system checked after the valve was to insure the pressure held. AHS did not provide a qualified licensed technician instead they sent an unreputable "F" Better Business Rating company. I'm requesting *********************************************************** because I paid AHS to have a warranty on my **** system and AHS did not make sure I had a safe and running **** system. AHS avoided my concerns and repeated calls. *******************
Sincerely,
*******************Business Response
Date: 07/21/2023
July 21, 2023
*********
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *******************; AHS Plan No.605928058; BBB Case No. 20049139
Dear *********:
Thank you for making us aware of ************** issue through the Better Business Bureau. We take customer satisfaction very seriously, and sincerely apologize if ************** has not been entirely satisfied with our service.
My previous correspondence accurately & correctly stated AHS' position regarding this matter. The air conditioner ******* valve will need to be replaced and the unit will need to be recharged with refrigerant. Section A.4 of the warranty plan states AHS has the sole right to determine, according to the terms of this contract, whether a covered item will be repaired or replaced. AHS' position does remain unchanged.
In order to amicably resolve this issue, AHS is willing to provide ************** with AHS cost for an air conditioner condenser and evaporator coil replacement of $1,429.66, This offered amount is based on what AHS would expect to pay (which is substantially less than retail cost) for parts and labor for covered items less the incurred cost of the contractors diagnosis.If ************** would like to accept AHS offer, she may submit a verified mailing address to receive the check.
We take your concerns seriously and thank you for raising them to our attention.We value ************** as a member and hope to provide them with a positive customer experience in the future.Thank you for your consideration
Sincerely,
****************
AMERICAN HOME SHIELD OF ********* ****Customer Answer
Date: 07/27/2023
Complaint: 20049139
I am rejecting this response because: AHS did not follow up on the required service of my **** system. ATR was to return the following day to complete the service repair and check if the **** system would hold pressure. ATR NO-SHOWED and I received a bill from AHS for $1350.00 for refrigerant. I contacted AHS multiple times and informed them ATR did not show the next day to complete the service of checking the **** pressure. I requested AHS to have ATR return to complete the service and check the **** system prior to paying for the cost of refrigerant. AHS would not re-send ATR until I paid the $1350.00. Why would AHS insist on having refrigerant put into my broken **** system without completing the required service follow up from ATR to ensure the pressure held. AHS was negligent by not having ATR complete the service call the next day required to determine why my **** system was not working. AHS did not uphold the **** warranty I paid for 20 years. If AHS would have provided a qualified reputable **** repair company to perform a complete **** system service repair, the service stated by AHS representative ****************, Condenser and Evaporator coil replacement cost would have been completed instead of me having to contact another **** company to complete the repair. AHS provided a un-reputable, unreliable low rated BBB service company, ATR, which did not complete the **** service on my system. With a broken **** system and no assistance from AHS, I had no choice and contacted a reputable **** company which cost me $10,729.00. I am requesting AHS to reimburse me 50 percent, $5364.50, of my cost. I paid AHS for an **** system warranty for 20 years and if AHS would have provided a qualified, reputable and reliable company I would not have endured this very unexpected expense!
*******************Customer Answer
Date: 08/14/2023
I called and left a message for ********* to re-open my complaint ********** on July 27, 2023 and have not received a call back. I am requesting to have my complaint re-opened due to the attached document showing AHS email promoting 50% savings toward a new HVAC system. I'm concerned I was not offered this option. Please reach out to AHS for consideration as I am in debt with having no warranty protection provided by AHS when I needed service on my AHS covered HVAC system.Customer Answer
Date: 08/14/2023
Please see the attached AHS HVAC offer I was not offered and would have saved me considerable amount of money. Please review with AHS and advise if they are considerate to provide me this compensation.Customer Answer
Date: 08/14/2023
Per my conversation today with BBB associate *********, I will accept the offer from AHS $1429.66. Thank you.Customer Answer
Date: 08/14/2023
Date Sent: 8/14/2023 3:00:46 PM
Per my conversation today with BBB associate *********, I will accept the offer from AHS $1429.66. Thank you.Business Response
Date: 08/18/2023
August 18, 2023
*********
BBB of the Mid-South
************************************;
*******, ** 38125
RE: *******************; AHS Plan No.605928058; BBB Case No. 20049139
Dear *********:
Thank you for making ** aware of ************** issue through the Better Business Bureau. We take customer satisfaction very seriously, and sincerely apologize if ************** has not been entirely satisfied with our service.
AHS has received ************** acceptance of AHS offer of $1,429.66. ************** will receive two checks one for $312 and one for $1,117.66 for a total of $1,429.66, she will receive the checks within ***** business days.
We take your concerns seriously and thank you for raising them to our attention.We value ************** as a member and hope to provide them with a positive customer experience in the future.Thank you for your consideration
Sincerely,
****************
AMERICAN HOME SHIELD OF VIRGINIA, INC.Customer Answer
Date: 08/20/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.
Sincerely,
*******************2329 *****************************, ** 23456Initial Complaint
Date:05/11/2023
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 opened a claim for my two air conditioners in July 2022 with AHS. They did not support my claim until I reached out to the BBB, then movement was made and they finally contracted with Urban Mechanic to repair one unit. They also charged me several hundreds of dollars (about $500.00) for a covered part. I had no choice but to pay the amount demanded or not have my #1 unit left repaired. They made up the rationale for charging for the covered portions of my AC that were incorrect. AHS then canceled the second unit without my knowledge. I had to initiate a call to see why they were collecting monthly fees and not providing any services. I demanded that they reopen the claim, during the winter months, still NOTHING was done. I have called them every couple of days and they either they have nothing on file, claim they will call back, or avoid calling Urban Mechanic to ship/authorize parts. Urban Mechanic has a caller ID, ********************** has NOT called, nor left messages with Urban mechanic. I am in daily text message communication with Urban Mechanics, all AHS has initiated is the Compressor for unit #2. They are avoiding the additional parts to repair my unit. AHS is now charging me over $100 per month for coverage and they refuse to cover the parts included in my plan. May 3, 2023 I spoke with several agents over the course of 45 minutes, they did not return the call with a follow-up the next day. AHS is committing fraud, collecting fees, but providing no services on covered items. If I could get my money back for the last 11 years, I would without hesitation. Customer ********************** has absolutely no follow-through and only promises to return calls that are never made. I want my AC repaired before the temperatures climb, at present May 2023 the temps in ******** are 90 degrees. I will happily terminate my contract with AHS once services are complete. I will work to *** them, if possible to reclaim funds collected without good intentions. Expectations/Desired Outcomes:Repaired both units as covered in my contract without charging for covered parts.Reimbursement of fees collected for covered parts on Unit #1 Repair Unit #2 by May 19, 2023Business Response
Date: 06/01/2023
Date:June 1, 2023
*************************************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *************************; AHS Plan No.612617508; BBB Case No. 20104201
Dear *******. ***********:
I have reviewed AHS records and found that this is a duplicate complaint. ***************** was previously advised that the service request was assigned to Consolidated Mechanical serviced the home on 05/19/2023. Records show that the vendor reported that they were unable to return to the home for over two weeks and requested that the service request be transferred to another vendor.AHS transferred the service request to Sweet Mountain Air for service, but ***************** cancelled the service request as she was under the impression that Consolidated Mechanical was servicing the home.
***************** was notified that Consolidated Mechanical was unable to return to the home and that is why the service request was transferred to Sweet Mountain Air for service.
Records show that the service request was transferred back to Consolidated Mechanical for service on 05/25/2023.
Records show that the service request was transferred to Same Day Air Repair LLC on 05/31/2023 and has attempted to contact **************** to schedule. **************** can reach out to them to schedule.
In an attempt to resolve this complaint,AHS offered to review an invoice from an outside vendor. If ***************** is in possession of an invoice from a licensed and insured air conditioning company of her choosing she can submit a copy of the invoice from the outside contractor to me for review. The requested information should include an itemized breakdown of the costs incurred or estimated for the ************ I have received the requested information, I will advise you of AHS position regarding this matter.
We apologize that the member did not receive a positive customer ********************** experience. As a result, we will reimburse **************** the $75 trade service fee. ***************** will receive the reimbursement back to the original payment method in ***** business days.
We take your concerns seriously and thank you for raising them to our attention. We value ***************** as a member and hope to provide her with a positive customer experience in the future.
Sincerely,
Schawanna B.
American Home Shield of *******, Inc.Business Response
Date: 06/01/2023
Date:June 1, 2023
***************************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *******************************; AHS Plan No.617115488; BBB Case No. 20047548
Dear ***************************:
Thank you for making ** aware of Ms. ************************** issue through the Better Business Bureau. We take customer satisfaction very seriously and sincerely apologize if **************** has not been entirely satisfied with our service.I have reviewed AHS records and found that **************** was charged $470 for the non-covered refrigerant, disposal, and modifications. Per Ms. ************************** contract, it advises that AHS will pay up to $10 per pound per occurrence for the refrigerant. The customer is responsible for payment of any costs in excess of $10 per pound.The contract advises that AHS does not cover the costs of construction,carpentry, or other modifications necessary to remove, relocate, or install equipment, and it advises that the warranty does not cover the removal of defective equipment. It is found that AHS accurately advised **************** of the non-covered charges associated with the repair.
I have reviewed AHS records in regard to the 2nd air conditioning unit and found that the equipment was ordered on 10/31/2022 and delivered to the vendor. Records show that the vendor contacted AHS and advised that they did not receive the equipment and requested that the equipment be reordered. AHS reordered the equipment on 02/28/2023 and per the tracking information, the part was delivered on 03/03/2023.
AHS is currently working with the vendor to confirm that they have located the part to complete the repair. AHS will continue to monitor the status of the repair.
We take your concerns seriously and thank you for raising them to our attention. We value **************** as a member and hope to provide her with a positive customer experience in the future.
Sincerely,
American Home Shield CorporationCustomer Answer
Date: 06/01/2023
Complaint: 20047548I am rejecting this response because:
(this is attached as a word document)
************************* and Schawanna B,
I have reviewed the email dated June 1, 2023.To start,Schawanna is referring to *****************, I do not know who that person is, my name is ***************** ********* goes on to discuss businesses and companies I have never heard of before.
I filed my first complaint with BBB in October 2022 when AHS canceled my service call for my air conditioner without informing me. I have a 5,000-square-foot, two-story home that requires 2 AC units to cool.
I placed a service request for both units July 2022 and was given the parlor tricks by AHS from day one.
AHS would/could not find a company that would work with them in the state of ********. They asked me to find a business, I informed them that I pay a monthly fee to receive service,not be a service person. After some time and an additional $500+ charge from AHS, for covered items, my upstairs unit was repaired by Urban Mechanics from *********.
(they charged me for disposal and other bogus charges)
During the winter months, AHS did not reach out or make attempts to do any work on my downstairs unit. I have been in weekly communication with AHS and Urban Mechanic. The calls to AHS are from me to them. They have never returned a call or reached out to me, despite numerous promises to do so.
********* wrote AHS transferred the service request to Sweet Mountain Air for service, but **************** cancelled the service request as she was under the impression that Consolidated Mechanical was servicing the home.
**************** was notified that Consolidated Mechanical was unable to return to the home and that is why the service request was transferred to Sweet Mountain Air for service.
Records show that the service request was transferred back to Consolidated Mechanical for service on 05/25/2023.
Records show that the service request was transferred to Same Day Air Repair LLC on 05/31/2023 and has attempted to contact **************** to schedule. **************** can reach out to them to schedule.
I have no clue what any of this is about, there are absolutely no records of this anywhere. My phone is always on and no one has called me. The only thing AHS has done on time is charge me $100.00+ per month, while holding my service hostage.
Log of the last 8 calls made from me to AHS:
April 24 at 10:24am 19min 56 seconds
April 26 at 10:59 am 20 min 24 seconds
May 3 at 2:13pm 53 min 10 seconds
May 11- at 3:29pm 25 min 23 seconds
May 15 at 10:19am 1 min 24 seconds
May 15 at 10:29am 51 min 25 seconds
June 1 at 7:59am 8 min 59 seconds (*** placed me on hold, then hung up on me)
June 1 at 8:08am 19 min 23 seconds (I asked **** to escalate my complaint about ***)
The only company I have had any communication with is Urban Mechanic *************. ***** from the front office and the technician assigned to my house.
AHS has stated that they have sent the coil, but not the condenser. Then an AHS agent said that ***** signed for it at Urban Mechanic. Urban Mechanic does not employ a ***********
I will gladly accept the $75.00 trade service fee credit that ********* wants to provide ****************, as a token towards the $1,200 I will file for a refund at the completion of this debacle.
At this point, I need my AC repaired by whomever! I also will make a request for a refund for the months that AHS has held me service hostage for a cost. I will be more than happy to cancel my 11-year contract with them permanently. But only after the repair of my unit.
*******************************Business Response
Date: 06/09/2023
Date:June 9, 2023
***************************
BBB of the Mid-South
************************************;
*******, ** 38125
RE: *******************************; AHS Plan No.617115488; BBB Case No. 20047548
Dear ***************************:
The correct response was uploaded and attached to the BBB for **************** to view. I do apologize for the confusion.
Thank you for making us aware of Ms. ************************** issue through the Better Business Bureau. We take customer satisfaction very seriously and sincerely apologize if **************** has not been entirely satisfied with our service.I have reviewed AHS records and found that **************** was charged $470 for the non-covered refrigerant, disposal, and modifications. Per Ms. ************************** contract, it advises that AHS will pay up to $10 per pound per occurrence for the refrigerant. The customer is responsible for payment of any costs in excess of $10 per pound. The contract advises that AHS does not cover the costs of construction, carpentry, or other modifications necessary to remove, relocate, or install equipment, and it advises that the warranty does not cover the removal of defective equipment. It is found that AHS accurately advised **************** of the non-covered charges associated with the repair.
I have reviewed AHS records in regard to the 2nd air conditioning unit and found that the equipment was ordered on 10/31/2022 and delivered to the vendor. Records show that the vendor contacted AHS and advised that they did not receive the equipment and requested that the equipment be reordered. AHS reordered the equipment on 02/28/2023 and per the tracking information, the part was delivered on 03/03/2023.
AHS is currently working with the vendor to confirm that they have located the part to complete the repair. The vendor advised AHS they never received the equipment that was delivered, and they advised AHS that they will double check their equipment and will contact *************** to schedule if they have the equipment and if they do not, they will contact AHS to reorder the condenser.
In an attempt to amicably resolve this matter, AHS agrees to review an invoice from a licensed and insured air conditioning company of your choosing. You can submit a copy of the invoice from your outside contractor to me for review. The requested information should include an itemized breakdown of the costs incurred or estimated for the ************ I have received the requested information, I will advise you of AHS position regarding this matter.
Sincerely,
American Home Shield CorporationInitial Complaint
Date:05/10/2023
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.
On April 31, 2023, I communicated with American Home Shields via their service telephone line that I wanted to terminate service at the end of April. To my chagrin this AM I discovered my bank account was billed for another month of a service that I vehemently communicated to stop. The service telephone line is the only method consumers have to communicate with AHS and in fact was my method of registering for service several years ago. I thank BBB for its assistance in attempting to address and resolve this issue with AHS.Business Response
Date: 05/17/2023
May 17, 2023
*********
BBB of the Mid-South
************************************;
*******, ** 38125
RE: *******************************; AHS Plan No. 601799628;BBB Complaint Case No. 20044821
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.
I have reviewed AHS records with regard to the customers complaint. ********************** warranty plan coverage renewed for an additional coverage term of one year on June 2, 2022. AHS has backdated the cancellation to April 28, 2023 and will refund the payment received on May 2,2023, in the amount of $52.99. The warranty plan has been 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. Based on the terms of the warranty plan, the customer rightfully owes an administrative fee in the amount of $52.99. In order to amicably resolve this matter, AHS agrees to waive the administrative fee.
Thank you for your consideration.
Sincerely,
AMERICAN HOME SHIELD OF **********, INC.Customer Answer
Date: 05/18/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.
Sincerely,
*******************************6985 ******************, ** 92336
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