Business Profile

Home Warranty Plans

American Home Shield

Headquarters

Complaints

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

Customer Complaints Summary

18,247 total complaints in the last 3 years.
4,972 complaints closed in the last 12 months.

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

Initial Complaint
Date:03/22/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This was the email I attempted to send to AHS in regards to being ignored and having no resolution for the issue at hand.To whom it may concern,I am emailing regarding services that we paid for that have not been taken care of in a timely manner. We contacted AHS February 17th in regards to our washer leaking. They sent a contractor to our home, evaluated our clothes washer, and had AHS order parts. We received notification that the part was on backorder and it would take some time. During this period from 2/17 until now, we have been paying money to a laundromat in order to wash our family of 4s clothing. We reached back out on March 16th to get an update where I was informed the part was on back order and expected to arrive in 12 weeks. I could accept this or take a payout of $210 dollars. I explained that $210 dollars was barely 1/4th of the cost of a new washer and they had to come closer to what a new washer would cost or replace my unit. I was informed a supervisor would contact me the next day, Friday the 17th. I did not receive any phone calls. I tried back on Sunday and was told no supervisor worked on Sundays but I would receive a call the next day, Monday the 20th. Once again no phone call. I followed up again and was told the pat was still at least 12 weeks out and that no other supervisor could help because I declined the $210 payout. I asked for a corporate number but was only given the normal customer ********************** line. At this point, I was trying to get compensation because on Sunday, March 19th, I was forced to purchase a new washer after spending money on gas and the laundromat, not to mention extra time out of my day. With the expectation set for 12 more weeks at least, I purchased a washer so I could stop wasting time and money. I need compensation for this problem.
Business Response
Date: 03/25/2023
March 25, 2023

*************************************
BBB of the Mid-South
*************************************************************

RE: ******* & ***************************; AHS Plan No. *********; BBB Case No.19637172

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 obligated, AHS has agreed to reimburse the plan holders up to $550 as requested on this complaint. AHS request the plan holder rejects this response, attach the paid receipt showing the washer was replaced, and confirm their proper mailing address. Alternatively, the plan holder may email ************************************************************ directly with the requested information.

Thank you for your consideration.

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

Complaint: 19637172

I am rejecting this response because: American Home Shield requested I reject the response and I chose to email directly like they instructed.

Sincerely,

***************************
Initial Complaint
Date:03/22/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Greetings,Utilizing my home warranty with American Home shield (AHS), I submitted my first request for service. The request was for Septic Services due to a septic backup in the home. The service provider that AHS chose is Dougs Septic Services. They came to my home to diagnose the problem and determined that there were two issues. The first is that the entire septic tank needed to be pumped. Secondly, they determined the issue for the backup is the deterioration of a covered part within the septic system. The recommendation was to pump the septic tank & replace the part. AHS provided an authorization for the septic tank to be pumped. The problem is that I have a dual septic tank with one side of the ************ liquids (primary) & the other side holding solids (alternate). On Monday, 20 March 2023, ***** Septic Services came out to pump the tank. They stated AHS only authorized pumping one side of the septic tank, leaving the other side completely full. With a dual tank, technically, the service provider didnt complete the job by not pumping the contents of the entire tank comprising the septic system. My warranty clearly states that AHS authorizes the septic tank be pumped once during the coverage period in relation to an issue. In my case, there was a documented issue of sewage backed up into my home as the result of a inoperable part within the septic tank causing spillage into my home. ************ explained AHS did not authorize pumping of the other side of the tank because someone in the authorization department was unaware of septic systems and quickly dismissed his request while he tried to explain. That authorizations rep thought this standard request was a totally unrelated secondary tank, not realizing this tank makes up the entirety of the septic system. Both sides (primary & alternate) serve a different function with both comprising the entire septic system. If the ************ the solids isnt pumped, it will cause another backup. Please help.
Business Response
Date: 04/04/2023
April 4, 2023

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

RE: *******************************; AHS Plan No. *********; BBB Case No. 19637143

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

We truly appreciate the valuable feedback from ******************************* and for allowing us the opportunity to assist with bringing the septic system service request to a resolution. We hate to hear the interactions with us have been less than satisfactory. AHSs records reflect on March 10, 2023, the septic system service request was dispatched to Dougs Septic Services to diagnose any problems, and a recall service request was dispatched on March 17,2023, and March 22, 2023. The technician reported the septic system needed to be pumped out and the effluent pump needed to be replaced. AHS authorized the repairs. A formal request has been sent to ***** Septic Services for a status update related to the services that were completed and to clarify the technicians diagnosis concerning the pumping of the septic tank. Once the information is confirmed **************** will be contacted as well.

Thank you for your consideration.

Sincerely,

American Home Shield of Virginia, Inc.

*****************************
Claims Resolution Specialist
Customer Answer
Date: 04/11/2023

Better Business Bureau:

Good morning,
In reviewing AHS (******************) response, I would say this is a good start. I spoke with the receptionist ******** at Dougs Septic service this morning to see if AHS had contacted them. She mentioned that she received an email. She stated that she would put me back on the schedule to have the owner (***********************) come back out to the home to determine why there is still a foul smell emitting from the septic tank. As I stated in the complaint, the second tank (with the solids/human waste) is full to be pumped as well as the entire septic system was not sufficiently pumped/emptied. On 17 March 2023, the technician (****) stated that he tried to obtain approval/authorization to pump the entire septic system (with the dual tanks), but he was immediately met with resistance and only received authorization to pump the primary tank that consists of the greywater/liquids. AHS only authorized the one tank while leaving the secondary tank (which is still part of the entire septic system) full. This is problematic and could be contributing to the reason the smell is still prevalent. In conclusion, the septic issue is still ongoing and not resolved.

Sincerely,

*******************************
**************************************
*********************, ** 22546

Customer Answer
Date: 04/20/2023
On 20 April 2023, I contacted American Home Shield (AHS) referencing a complaint for the incomplete service with pumping on my septic tank. As previously described in my complaint to AHS, I have a dual septic tank and only one side of the septic tank was pumped leaving the other side completely full which is causing residual sewage issues and foul smells in and around my home. Based on that information, AHS stated that they would cover the technician returning to my home to finish the job. In my view, the full septic tank was NOT pumped in its totality. Pumping only one side equals an incomplete service appointment. I was contacted by ****'s Septic concerning the new service appointment for today. As a member of the Armed Forces, it is incredibly hard to take off during this period in the Military. Yet, I worked with my unit and we made a sacrifice for me to take off duty to get this done. To verify everything would be covered, I made a call to AHS to confirm the details. I called at 8:52 am; I spoke with an AHS rep named ****** who assured me that the AHS would cover the technician visit from Dougs Septic Service. That visit entailed them returning to my home to pump the other side of the tank. ****** assured that it would be covered. I asked about the dual tank. I stated my fear that AHS may deny coverage as it "perceives" pumping one side of the tank as fulfilling the service contract (1 septic pumping per contact coverage period). She stated that would not be an issue. I recorded the conversation since she could not stay on the line until the technician arrived. When the technician arrived, he tried to obtain authorization and was denied. This was my exact concern. More importantly, it completely contradicts what I was told by ****** and another AHS rep on today. As to not prolong the smell/sewage issue or waste my workday & technician's time, I paid out of pocket to get the tank pumped. This has been the worst experience with AHS to date.
Customer Answer
Date: 04/20/2023

On 20 April 2023, I contacted American Home Shield (AHS) referencing a complaint for the incomplete service with pumping on my septic tank. As previously described in my complaint to AHS, I have a dual septic tank and only one side of the septic tank was pumped leaving the other side completely full which is causing residual sewage issues and foul smells in and around my home. Based on that information, AHS stated that they would cover the technician returning to my home to finish the job. In my view, the full septic tank was NOT pumped in its totality. Pumping only one side equals an incomplete service appointment. I was contacted by ****'s Septic concerning the new service appointment for today. As a member of the Armed Forces, it is incredibly hard to take off during this period in the Military. Yet, I worked with my unit and we made a sacrifice for me to take off duty to get this done. To verify everything would be covered, I made a call to AHS to confirm the details. I called at 8:52 am; I spoke with an AHS rep named ****** who assured me that the AHS would cover the technician visit from Dougs Septic Service. That visit entailed them returning to my home to pump the other side of the tank. ****** assured that it would be covered. I asked about the dual tank. I stated my fear that AHS may deny coverage as it "perceives" pumping one side of the tank as fulfilling the service contract (1 septic pumping per contact coverage period). She stated that would not be an issue. I recorded the conversation since she could not stay on the line until the technician arrived. When the technician arrived, he tried to obtain authorization and was denied. This was my exact concern. More importantly, it completely contradicts what I was told by ****** and another AHS rep on today. As to not prolong the smell/sewage issue or waste my workday & technician's time, I paid out of pocket to get the tank pumped. This has been the worst experience with AHS to date.
Business Response
Date: 04/21/2023
April 21, 2023

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

RE: *******************************; AHS Plan No. *********; BBB Case No. 19637143

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

Thank you for the additional feedback from ******************************* about the septic system service request. Septic Services reported on March 20, 2023,the technician pumped the liquid side of the septic, but the technician returned to the home to further diagnose any problems due to ******************** complaint of a bad smell. Section H-4 of ******************** AHS plan provides that the septic tank will be pumped once during the contract coverage term if the stoppage is due to septic backup. Therefore, AHS did not authorize any additional repairs of pumping the septic tank because the contract limit has been exhausted, and AHS denies any further liability with respect to this matter.

Thank you for your consideration.

Sincerely,

American Home Shield of Virginia, Inc.

*****************************
Claims Resolution Specialist
Customer Answer
Date: 04/28/2023

Complaint: 19637143

I am rejecting this response because: The entirety of the septic tank was NOT pumped only one side of the dual tank. For the reason that only one side was pumped it breaches the contract. I will need to escalate this matter higher as ****************** is not fairly reviewing the entirety of the issue.  As previously described in my complaint to AHS, I have a dual septic tank and only one side of the septic tank was pumped leaving the other side completely full which is causing residual sewage issues and foul smells in and around my home. Based on that information, AHS stated that they would cover the technician returning to my home to finish the job. In my view, the full septic tank was NOT pumped in its totality. Pumping only one side equals an incomplete service appointment.

Sincerely,

*******************************
Business Response
Date: 05/02/2023
May 2, 2023

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

RE: *******************************; AHS Plan No. *********; BBB Case No. 19637143

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.

AHS has previously reviewed this complaint and stated its position regarding this matter. AHS's position does remain unchanged. Under Section H-4 of ******************** AHS plan, the one-time pumping of the tank resolved the stoppage issue, and AHS denies any further liability with respect to this matter.

Thank you for your consideration.

Sincerely,

American Home Shield of Virginia, Inc.

*****************************
Claims Resolution Specialist
Business Response
Date: 05/05/2023
May 5, 2023

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

RE: *******************************; AHS Plan No. *********; BBB Case No. 19637143

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.

A formal request has been sent to AHSs ******************************* and Dougs Septic Service for assistance with a resolution concerning ****************** septic system service request. Once the information is confirmed,Ms. **** will be contacted as well.

Thank you for your consideration.

Sincerely,

American Home Shield of Virginia, Inc.

*****************************
Claims Resolution Specialist
Customer Answer
Date: 05/05/2023

Better Business Bureau:

Referencing the reply. Im awaiting a reply from AHS concerning this issue. I have reviewed the response made by the business in reference to complaint ID ********, and in good faith, I accept their proposed resolution.

Sincerely,

*******************************
**************************************
*********************, ** 22546

Customer Answer
Date: 07/03/2023

Greeting *****,

Referencing the subject case with American Home Shield (AHS), I would like to follow up on this complaint. In my last reply to AHS, I stated that I would escalate my issue to the corporate and/or executive team to address the matter. Shortly thereafter, the BBB received a reply from AHS stating they would do a detailed review of the matter themselves and respond to me directly. That never happened. This is particularly disappointing to me.

My issue still remains unresolved. I completed my due diligence in understanding my warranty coverage. I made multiple phone calls to AHS on the last date of service on 20 April 2023. These calls were made in advance of the service appointment to ensure the service would be covered. To which I was told, it would be covered. Specifically, ****'s Septic Service had previously informed me that they had numerous issues with obtaining authorization on the initial service call to pump my septic tank and subsequently repair the septic pump after the diagnosis was made. These complications persisted despite it being covered by the warranty and repeated calls to the authorization department. These mishaps were completely contradictory to the information I received during my phone calls to AHS as the customer. Whenever I called, I was always assured by AHS that my service appointment and the needed repairs were under warranty and it would be covered. These difficulties and miscommunication resulted in numerous visits to my home and repeated time away from work.

Most importantly, when the contractor arrived at my home, the AHS customer ********************** department told me and the contractor that my service appointment would be covered. Moments later when the contractor tried to obtain authorization through AHS via a different department, he was denied. This happened literally moments after we both had just spoken to AHS on speakerphone. Therefore, I was personally liable to pay for the service as they had already made the visit to my home also after they initially obtained the approval to do so. I would like to settle this matter once and for all and be reimbursed for the out of pocket expense incurred for completing the full pumping of my septic tank as discussed via the previous phone calls made.

--
V/R,
****************
Business Response
Date: 07/11/2023
Date: July 11, 2023

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

RE: *******************************; AHS Plan No.617065418; BBB Case No. 19637143

Dear *********:

AHS relies on the diagnosis from our licensed technicians to determine the course of action for repair or replacement of a covered item. Per ****************** contract, it advises that the septic tank will be pumped once during the contract coverage term if the stoppage is due to septic back up. The septic tank was authorized to be pumped out on 03/20/2023 and the pumping was completed. During the recall visit on 03/24/2023 it was determined that the other side of the sump pump needed to be pumped due to septic smell, no stoppage and the effluent pump would need to be replaced. ****************** contract only covers one septic tank pumping. **************** has one septic system with 2 tanks, per ****************** contract AHS only covers to pump one tank.

AHSs decision regarding this matter remains unchanged as only one septic tank pumping is covered and that pumping was completed.

If **************** is still having an issue, AHS can send the technician back out to the home, but pumping will not be covered until the plan renews.

Sincerely,
Schawanna B.
American Home Shield Corporation
Customer Answer
Date: 07/14/2023

Complaint: 19637143

I am rejecting this response because: AHS's response was inadequate. I will raise the issue to AHS corporate leadership.

Sincerely,

*******************************
Initial Complaint
Date:03/22/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Total Amount Paid AHS since 2022: +$1000 AHS Claim #: ********* Latest Claim Submitted: 2/22/23 Purchased home warranty through American Home Shield when we purchased our home in 2022. Submitted 3 claims for our Rheem water heater - first two issues were resolved with a band-aid of a solution. On our latest claim American Home Shield is denying our warranty claim, asserting that our water heater is not working due to a manufacturing defect. AHS's service tech had been working with Rheem to process the warranty, and it was this tech who made the determination that the issue was a manufacturing defect. Upon contacting Rheem ourselves, a ***** rep sent us an email stating that they could not confirm or deny that it was indeed a manufacturing defect. Further, AHS's contract states that a product can only be deemed to have a manufacturing defect if determined by the Consumer ************************** similar regulatory entity, the manufacturer or distributer has issued a warning, recall or determination of defect. AHS's stance is that they are taking the service tech "for his word" that it is a manufacturing defect. I'm not a lawyer, but i don't think that their contracts language leaves room for the tech to make the determination of a manufacturing defect.We've been without water for a month while AHS has drug their feet on this claim. The water heater itself is only 3 years old, and now we're basically being told, "sorry, you're going to pay to replace a 3 year old unit".Beware of using their services for home warranty claims. They sell you on the idea that you will be covered in these events, but in our experience it feels like they are taking every possible step to avoid providing the service they advertise to their Customers.
Business Response
Date: 03/24/2023
March 24,2023

*********
BBB of the Mid-South
3693 *************
*******, ** 38125

RE: ***********************; AHS Plan No. *********; BBB Complaint Case No. 19637056

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

Thank you for providing the complaint from **************** regarding the service request for his water heater; AHS appreciates the opportunity to address the concerns.

Our records show the request was placed on 02/22/2023 and assigned to ********* Plumbing for service. The contractor reported the unit was never pro-rated and failed due to a manufactures defect causing it to fail prematurely. Due to the internal combustion chamber not working, the unit will not produce hot water and requires replacement. AHS provided **************** with the diagnosis from ********* Plumbing and advised the replacement is not covered per Section D.6.e of the warranty agreement. Which states that a manufacturers improper design,materials, or formulations; a defective manufacturing process; or other manufacturing defects are not covered.

AHS placed a second opinion on 03/23/2023 to ASAP Plumbing Service to perform an independent diagnosis of the water heater. When the report is received, AHS will authorize all covered costs, and contact **************** about any warranty limitations. AHS does apologize for any frustration experienced regarding the issue and looks forward to resolving the matter.

Thank you for your consideration.

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

Complaint: 19637056

I am rejecting this response because:
AHS continues to assert that our claim is being denied due to a manufacturing defect. This claim is in direct conflict with their very own contract which specifies the limitations with regard to who can make the claim that a products failure is due to a manufacturing defect:
d. Repair, replacement, installation, or modification of any Covered Item, or part thereof, that has been determined to be defective by the Consumer ************************* or other similar regulatory entity or for which a manufacturer or distributor has issued a warning, recall, or determination of defect;
I would like AHS to address this contradiction and explain to us how they are applying the term manufacturing defect, which has a specific legal meaning, to our situation based solely on the 1-2 hr that one of their own contractors spent running pressure tests and replacing a few parts.
Heres the definition of a manufacturing defect and I would like AHS explanation on how they have proof of this:
Manufacturing Defect means that the product deviated in its construction or quality from its specifications or planned output in a manner that renders it unreasonably dangerous. An unreasonably dangerous product is one that is dangerous to an extent beyond that which would be contemplated by the ordinary user of the product, with the ordinary knowledge common to the community as to the products characteristics.
At this point weve been without hot water for over a month. My wife had been dealing with AHS for the most part but at this point she is demoralized with the lack of service. We are having to commute an hour each day in order to have a place to shower. This is unacceptable. Our first two claims with AHS went okay, but it seems like once AHS has to actually replace anything they claim to have your back on, they will go as far to make unsubstantiated legal claims in order to avoid paying for a replacement. At this point I am 95% certain I will never use AHS services again.
If a second contractor comes out is this going to result in another month long process to get answers? Is another contractor going to say its a manufacturing defect in their opinion without proof to substantiate that the product failed as a result of an error in the manufacturing process? If AHS is going to stick to this claim, I would like validation from the Consumer ************************* or manufacturer or distributor, as per their contract states. Anything less than that is a waste of our time.
Or just fix the unit and stop wasting more of our time.

Sincerely,

***********************
Business Response
Date: 03/30/2023
March 30,2023

*********
BBB of the Mid-South
3693 *************
*******, ** 38125

RE: ***********************; AHS Plan No. *********; BBB Complaint Case No. 19637056

Dear Ms.***:

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

Thank you for the follow up from **************** regarding the request for his water heater;AHS welcomes the opportunity to provide a current update.

****************** contractor has advised of their attempts to reach **************** to schedule the appointment. They state voice mail messages were left on 03/28/2023 and 03/30/2023 requesting a call to make arrangements. ************* advised when reaching out on 03/23/2023, they were informed the call would be returned. In order to resolve the coverage issue, the contractor will have to be allowed to diagnose the water heater. **************** can reach the company at ************ to make the arrangements.

Thank you for your consideration.

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

Complaint: 19637056

I am rejecting this response because:
Contractor came out to provide second opinion. They stated that the problem is the burner assembly and that this could be fixed (previous contractor advised that this couldnt be fixed and a new unit is needed).
So here we go again. **** business days waiting on the needed parts and then cross our fingers that this is the solution.
Assuming it takes the full 10 business days to get the part and to get ASAP plumbing back-this will mean that AHSs convoluted and unresponsive service will have our hot water out of commission for two months. On top of this, we dont even know if ASAPs diagnose is going to correct the issue.
is AHS going to keep throwing band-aides at the problem? How much longer do I need to tell my wife she has to drive 1.5hrs round trip if she wants to take a shower?

Sincerely,

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

*********
BBB of the Mid-South
3693 *************
*******, ** 38125

RE: ***********************; AHS Plan No. *********; BBB Complaint Case No. 19637056

Dear Ms.***:

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

Thank you for the response from **************** regarding the service request for the water heater; we appreciate being able to provide a current update.

The report from the second opinion contractor, ASAP Plumbing Service states the pilot assembly is worn out and requires replacement to resolve the failure. AHS authorized the covered repair and reached out to **************** to advise the contractor found there is a gas leak on a line outside of the main foundation of the home that is not covered. AHS undated **************** on 04/07/2023 via the email address on file regarding the warranty limitations.

After the contractor installed the pilot assembly and replaced the gas valve when testing the unit, no gas pressure was coming through the line. **************** was informed to contract the gas company to resolve the gas line issue. On 04/11/2022, AHS reached out to **************** via phone to advise the gas line repair is not covered per Section A.2.a, which states the failure must be located within the confines of the structural walls, and on or above the main foundation of the home. Once the issue with the gas line is resolved, a recall can be placed for the contractor to return to the residence.

Thank you for your consideration.

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

Complaint: 19637056

I am rejecting this response because:
ASAP plumbing did not accurately diagnose the problem when they came out last week.
Our gas supplier verified that the system pressure test indicated that there is not a leak. Rather, ASAP plumbings activities caused the regulator at our tank to lock up, resulting in the gas not flowing. This issue is now resolved.
I will not be allowing any more of AHS contractors on my property moving forward. To this point their customer ********************** skills and competence has left a lot to be desired.
At this point I feel the same way about AHS. Your team seems only to be committed to placing band aids on these issues and this is unacceptable. We havent had hot water in two months due to AHS processes. This is not the service we thought we were purchasing. AHS collected $1000 from the policy plus hundreds of dollars in service fees and we have only a busted water heater to show for our money. This is an utter waste of money and I will not be shy about sharing my experience with others in order to prevent similar trouble.
We are hiring our own plumber to fix this. At this point the only resolution I will accept is a refund of $1000, to reflect the cost of this policy that provided no value and caused undue burden on my family.

Sincerely,

***********************
Business Response
Date: 04/14/2023
April 14,2023

*********
BBB of the Mid-South
3693 *************
*******, ** 38125

RE: ***********************; AHS Plan No. *********; BBB Complaint Case No. 19637056

Dear Ms.***:

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

Thank you for the follow up from **************** regarding the service request for the water heater; we welcome the opportunity to provide additional assistance.

AHS regrets to hear that ****************** interactions with us have been less than satisfactory and would like to cancel the warranty agreement. Our records show the warranty was set up by the closing company during the purchase of the residence. The warranty purchase was paid in full for the amount of $700.00, which can be canceled at any time for any reason.

**************** will be contacted by a member of our ******************** to complete the request, and the Specialist will prorate the warranty plan per the terms of the warranty agreement for early termination. If there are additional questions or concerns, AHS is available to address them at your convenience.

Thank you for your consideration.

Sincerely,
American Home Shield of *****, ****
Initial Complaint
Date:03/22/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
February 20th American Home Shield had R & M Electric put a ceiling fan in one of our rooms and a chandelier in our dining room. R & M Electric cracked a hole in the ceiling when installing the ceiling fan and did not put the globes on our chandelier. I, (*****************************) reached out the next day to American Home Shield and R & M Electric to let them know of the issue. American Home Shield said they would send someone to repair the issue but no one has come out. After I talked to American Home Shield I reached out to R & M Electric and they told me they are not responsible for holes they put in the wall. It&#**;s been over a month and we have not had any repair work done.
Business Response
Date: 04/04/2023
April 4, 2023

*********
BBB of the Mid-South
**************************************************************

RE: ******* & *****************************; AHS Plan No. ********; BBB Case No. 19636433

Dear Ms. ****

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

We truly appreciate the valuable feedback from ******* &***************************** and for allowing us the opportunity to assist with bringing the electric service request to a resolution. I have reviewed AHS records regarding the electric request. AHS has reached out to ***** & ******* Electrical Contracting regarding the ceiling and was made aware that the vendor notified the plan holder before doing any work that they would not be responsible for any drywall damage as a result of the ceiling fan installation.

Section I.8. of the warranty provides AHS is not responsible or liable for secondary, incidental, and/or consequential loss or damage resulting from the malfunction of any covered item, or a Service Contractors neglect or delay in providing, or failure to provide, repair or replacement of such item,including, but not limited to, food spoilage, loss of income, utility bills,additional living expenses, personal and/or property damage; therefore AHS is not liable for any damage that *** have been caused as a result of the ceiling fan installation.

The vendor did indicate that they would reach out to the plan holder directly regarding the globes. This matter is considered resolved.

Thank you for your consideration.

Sincerely,

American Home Shield Corporation
Initial Complaint
Date:03/22/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Jan. 18 I requested AHS to send out a technician to fix my washing machine and dryer but mainly 0thmy washer since it had quit working. my dryer needed a latch but was still working. on the 20th a technician came and informed me that the board was out and needed to be replaced. being a friday we figured it would take a week r two to get the board replaced. after calling the technician he informed me that AHS ordered the board and didn't know when it would be shipped. well I have been calling numerous times trying to find when my machine was going to get fixed they informed me that the part was on back order and it would be couple of months before it woul get shipped. it has been 8 weeks since and my machine is still in the same shape as before. on March 21 I called them again and they told me that it would be April the 13 before my part would be shipped or three months before my machine would be fixed. this has caused a hardship for me and my wife since we are having to go to a washateria and additional expense for both of us. figuring since the time we have been without a washer we have spent 400 dollars and still no solution to our problems. the way that i look at it the company is sitting on the work order because they have labeled me as i wa ****** since i have calling they numerous times. if they were as efficient in taking care of my washer as they are in taking my money i would alredy had it fixed.
Business Response
Date: 04/04/2023
April 4, 2023

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

RE: *****************************; AHS Plan No. *********; BBB Case No. 19636275

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 washer service request to a resolution. We hate to hear the interactions with us have been less than satisfactory. AHSs records reflect on January 17, 2023, the washer service request was dispatched to 7H Home Services to diagnose any problems. The technician reported the washer control board panel needed to be replaced, and AHS authorized the repairs. However, AHS later determined the part was on the manufacturers backorder.

Section I-9 of ************************ AHS plan provides that AHS is not responsible or liable for any delay in service or failure to provide service caused by conditions beyond AHSs control. Section A-4 of ************************ AHS plan provides that AHS has the sole right to determine, according to the terms of this contract, whether a covered item will be repaired or replaced. Section A-5.c of ************************ AHS plan provides that in some instances, AHS may offer you the option of accepting cash-in-lieu of repair or replacement services.This amount offered 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. AHS is not obliged to extend such an offer and you are under no obligation to accept such an offer.

In an effort to resolve this matter, AHS offered ******************** the $260.00 cash in lieu of the repairs, but he declined. Therefore, the control board panel was ordered, and the *** is April 13, 2023. Once 7H Home Services has the replacement part, ******************** will be contacted to schedule the installation.

Thank you for your consideration.

Sincerely,

American Home Shield of *****, Inc.

*****************************
Claims Resolution Specialist
Customer Answer
Date: 04/05/2023

Complaint: 19636275bbe

I am rejecting this response because: as) always the response to the complained comes beneficial to AHS. let me list the reasons why I say this,
AHS is never to blame for their actions:
buffers are the ones responsible for what is happening
tech people whom they hired are responsible they are the ones ordering the parts which is a lie.
when trying to voice a eoperators always are the ones trying or fixing the problem never able to talk to a supervisor.
operator are trained to stalk or delay the problem most not always the operators drop the call
the ****** mentioned above was never mentioned in trying to solve the problem the only thing mentioned was that i could hire my own company but to AHS approval as to how much would be paid all additional expense came from my pocket
the company (AHS) never tell you that is the meantime.u are waiting u may incur ad
Initial Complaint
Date:03/22/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I've been an AHS customer for almost 3 years and have only had to request service 1 time. When my refridgerator's ice maker stopped working i put in a servic call and paid the $75 fee. The assigned APPLIANCE TECHNO to come to assess the situation on 3/2...20 days later nothing. The company refuses to respond, doesn't answer voicemail and even AHS has been unable to reach them on several occassions. However the technician sent them a message stating service was completed....interesting since he never showed. I called back on 3/16 to ask them to send someone else and was told i would have to pay again! Instead they asked him to return....again no call no show. I call again and im told there is an appointment set for 3/22. I wait and surprisingly no call no show again. I'm at the point of cancelling my service because i believe they are ripping people off. I'd like the issue resolved or my money refunded.
Business Response
Date: 03/29/2023
March 29,2023

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

RE: *****************************; AHS Plan No. *********; BBB Complaint Case No. 19636161

Dear Ms.***:

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

Thank you for providing the complaint from ***************************** regarding the service request for the refrigerator; we appreciate being able to address the concerns.

Our records show the contractor, Appliance Techno was authorized to replace the refrigerator ice maker on 03/06/2023. When advised on 03/16/2023, the refrigerator ice maker was not working,and a recall was dispatched for the contractor to return. On 03/21/2021, AHS was informed the ice maker was not producing ice, and required replacement of the water valve. AHS has confirmed with the service contractor the part was installed on 03/28/2023, and the repair is complete. AHS does apologize for any inconvenience experienced and is available if additional assistance is required.

Thank you for your consideration.

Sincerely,
American Home Shield Corporation
Initial Complaint
Date:03/22/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
-Dispatch #********* -In May of 2022 I contacted AHS whom I have warranty contract with to repair HVAC unit. Service completed by Air Serve of ****************. -March of 2023 I contacted AHS whom I have a warranty contract with to repair HVAC unit. The contractor Island Breeze was dispatched to my home and reported that the prior vendor (Air Serve of ****************) caused significant damage to the unit during work done of May of 2022. Alleged that I may have caused the damage, which is not possible as I don't have access to the unit. -Vendor (Air Serve of ****************) refusing to release report of work done in May of 2022.-AHS refusing to communicate with me regarding updates/resolutions for inadequate repairs or intentional damage caused by the contractor sent to my home by AHS.-Mechanical breakdown of my HVAC is a loss covered by my policy with AHS, which they are refusing to pay for repairs. -Formal complaints "filed" through escalations department going unfiled with no resolution or contact.-Agents failing to make notes of conversations and following up with me.-Agents failing to follow up after conversations had verifying that they will follow up.-AHS refusing to take responsibility for damages caused to my HVAC unit by a vendor hired through their company. -Refusing to uphold their responsibility as my home warranty company to resolve issues that are clearly covered on my policy.
Business Response
Date: 04/03/2023
April 3, 2023

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

RE: *************************; AHS Plan No. 590308558;BBB Case No. 19635993

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 heat pump service request to a resolution. According to our records, the heat pump service request was placed on March 6, 2023. The vendor, Island Breeze reported that someone has attempted to replace the evaporator coil with the wrong type of coil. The vendor also reported that the thermostat was replaced with a ****** nest and the old thermostat was broken in the process. The attic access was already open, found the air handler panel was removed, exposing all the electrical.The disconnect was pulled out and broken and fuses were blown. The air handler is 2.5 tons, and the heat pump is 1.5 tons which is incorrect. Also,someone has worked on a section of the ductwork, and it is not sealed, and not insulated causing condensation and damage to the ceiling.

AHS transferred the service request to Aire Serve of ****************,and they reported upon arrival tech found the air handler panel was removed,the disconnect was ripped off, the panel protect electric is ripped off,evaporator coil & additional items were removed. The previous service request for the heat pump was dispatched on May 28, 2022. The vendor, Aire Serve of **************** stated no parts and/or equipment were replaced. On the initial service call,they hooked up the contactor and recall that was placed on June 9, 2022, and no failures were found.

Section C.4.a of the warranty provides coverage under your agreement is for a covered item malfunction occurring during your agreement term caused by normal wear and tear of the covered item; and section D.6.a states AHS is not responsible or liable for covered item repairs or replacements when a malfunction is due to misuse, abuse, or mistreatment,including but not limited to removal of parts and damage, by people, pests, or pets; therefore, the claim was denied.

Although not obligated to do so in an effort t 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. This matter is considered resolved.

Thank you for your consideration.

Sincerely,

American Home Shield Corporation
Initial Complaint
Date:03/22/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
2/13/2023 dispatch# ********* On this date a service order was placed in regards of AC not cooling my ******* home. The technician came out, turned my unit completely off to not burn up the motor. I need 6 lbs of coolant and a new coil. Since then I have called numerous times, escalated to supervisors etc... As of today 3/22/23 this issue has not been resolved. I have agreed to pay the $600 which is my part. I have not been able to turn on my oven, stove or open any blinds for 40 plus days now and have had out of state company who had to endure the misery as well.
Business Response
Date: 03/31/2023
March 31, 2023

***************************
BBB of the Mid-South
3693 *************
*******,** 38125

RE: *********************; AHS Plan No.603249488; BBB Case No. 19635886

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

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

AHS apologizes for ***************** frustration regarding this matter. On March 23, 2023, Air Boss Mechanical completed the repair for the air conditioner unit. This repair has been completed. It appears this matter has been resolved in accordance with the terms of the warranty plan.

On March 15, 2023, AHS agrees to reimburse $75 service fee, ************** will receive the reimbursement back to the original account used to make the payment within ***** business days.
Thank you for your consideration

Sincerely,

AMERICAN HOME SHIELD OF *******, INC.
Initial Complaint
Date:03/22/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I requested a service appointment from American Home Shield for a dishwasher that was not working on February 25th. An appointment was set up with an appliance repair service for March 1st. The repairman came as scheduled and determined parts were needed to complete the repair. An order for the parts was placed on March 1st the part was received by the repair service and an appointment was made for March 10th to complete the repair. Five minutes after the repairman left the dishwasher stopped working and we reissued a request for repair with American Home Shield. American Home Shield replied with the usual e-mail stating that a contractor was assigned, which was the same contractor that originally provided the service, and that an appointment will be made within 24 business hours. After not hearing from the repair service, I called and left a message at 2:15 PM on March 17th and again the morning of March 18th I left another message. I then called American Home Shield because the 24-hour window to set an appointment was not being met. They also tried calling the service and also did not get through. Still having no appointment scheduled, I again called American Home Shield the morning of March 20th I was told to give them another 24 hours and I said that was unacceptable since it's been so long just to set up an appointment and asked to speak to an escalation manager. The escalation manager said that he would track the situation and make sure I got a call back on the 21st. I still had not had an appointment scheduled so I called American Home Shield again and they were able to get the repair service to call me back, but rather than to set up an appointment, they only said that they would call to set up an appointment by the end of the week (potentially another 3.5 days). I said that was totally unacceptable that it would take this long just to get an appointment for the repair. I subsequently called back American Home Shield and reported that conversation and again asked to speak to a manager or escalation representative. I was told to stay by the line and keep it clear, so I expected a call back promptly. After not hearing towards the end of the day, I called American Home Shield back and they said that the manager would take 24 hours to call back. As of early afternoon on March 22nd I have still not heard back and have no appointment even scheduled for a pair that was requested on March 12th.
Business Response
Date: 04/02/2023
April 2, 2023

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

RE: ***************************; AHS Plan No. *********; BBB Case No. 19635662

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

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

I have reviewed AHS records regarding this matter. AHS does apologize for the plan holders frustrations regarding this matter. Although not liable to do so, AHS has agreed to reimburse the $100 trade service call fee paid for this service request. On March 30, 2023, that reimbursement was processed. The same day, it was reported the soap dispenser would need to be replaced in the dishwasher. AHS authorized that repair, and the required soap dispenser was ordered, and expected to be delivered directly to the contractor on or around April 12,2023. KN ************ will contact the plan holder to secure the appointment once the part has been received. The plan holder may contact KN ************directly at ************.

Thank you for your consideration.

Sincerely,
American Home Shield Corporation
Customer Answer
Date: 04/02/2023

Better Business Bureau:

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

Sincerely,

***************************
3210 Grape Bay
**********, ** 18902
Initial Complaint
Date:03/22/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a Shield Plus contract #********* with AHS. On 3/3, I requested evaluation for a broken furnace and paid a trade service fee of $100 for AHS to send a contractor to come evaluate the furnace (dispatch #*********). The contractor, Budget A/C, Heating, and Plumbing LLC, documented that there was a Code 3 on the Lennox furnace and alleged this was secondary to a power surge, which caused the control panel to fail and prevented it from turning on. It was also documented that the furnace was not installed to code. AHS rejected coverage for the furnace based upon these purported findings. The contractor then sent a quote for $5,165 to replace the furnace. I was suspicious of the assessment as there is documentation from the county office that the furnace is installed to code. I paid a trade service fee for an independent contractor, ********************************** **** to evaluate the furnace. They noted no issues attributable to power surge or code and successfully fixed the furnace (installed in 2017 and still under warranty) by replacing the inducer motor, the pressure switch, and the main limit. The furnace now works without issue. AHS rejected coverage under false pretenses, either through incompetency or fraud of the contractor they used, and has now refused to compensate me for the expenses I personally incurred despite these issues being covered in our contract. I have uploaded a copy of my contract with AHS, as well as the reported reasons for non-covered costs per AHS as determined by Budget Heating, A/C, Plumbing LLC., and their quote for replacement. I have also uploaded the parts and labor that were performed by an actual competent, honest, independent contractor that resolved the issue, as well as evidence of the furnace's installation and code sticker.I am seeking reimbursement for the issues covered under my contract with AHS in the amount of $424.00 ($971 charge minus a $547 refund when it was determined that the furnace is under warranty).
Business Response
Date: 03/25/2023
March 25, 2023

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

RE: *****************************; AHS Plan No. *********; BBB Case No. 19635375

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 obligated, as a one-time courtesy, AHS has agreed to reimburse the plan holder the $420 requested on this complaint. AHS request the plan holder reject this response and confirm their proper mailing address. Alternatively, the plan holder may email the requested information directly to ************************************************************. Once the requested information is received,the check will be processed.

Thank you for your consideration.

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

Complaint: 19635375

Complaint: 19635375

I am rejecting this response. In the context of the information and documentation provided for review by AHS through the BBB, AHS has appropriately concluded that the expense of $424.00 that I personally incurred for service of an appliance covered by our contract resulted causally from a decision by AHS to utilize an incompetent contractor to evaluate the appliance in question. In an attempt to reach a resolution for this issue, I am confirming my mailing address for distribution of the reimbursement of $424.00 as requested by AHS:

*****************************************
************, ** 63017.

Sincerely,

*****************************
Business Response
Date: 03/28/2023
March 28, 2023

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

RE: *****************************; AHS Plan No. *********; BBB Case No. 19635375

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. AHS received the plan holders confirmed mailing address. A check in the amount of $420 is being released by AHS. The plan holder should expect to receive that check within 10 to 14 business days.

Thank you for your consideration.

Sincerely,
American Home Shield Corporation

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