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.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:03/22/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
10/18/22-American Home Shield service refrigerator repair request 10/21/22- "****************" came to my home 11/2/22- "****************" returned to repair the refrigerator replacing the board. Stated that they would call later on in the evening to check the status of the refrigerator which they did not. I contacted "****************" the following day to report that my refrigerator's condition did not change. I contacted AHS to inform them of what happened and to complain about the company and its obvious incompetency regarding refrigerator repairs and its lack of not following up re: the refrigerator status. AHS representative assured me that they would follow up with the company and have a senior technician return.11/18/22-"****************" returned to repair the refrigerator with the same part. When I asked why they were replacing the same part the tech stated that this was an updated part. The same technician came with an older gentleman "senior tech" ? The refrigerator remained dysfunctional. I contacted AHS the following day only to learn that the technician had not notified them. AHS stated they would be contacting ***** to come out.11/23/22-***** technician came out and ordered parts for the repair of my refrigerator. At this time the tech explained to me that all 4 parts must be delivered in order for the repair to be completed and if not I would have to call and reschedule.From that date until recent I have not received all of the parts for repair specifically the valve that has been on "Factory-order" from 11/23/22 and presently according to ***** (3/22/23). AHS was made aware of this by *************************** in November and December 2022. AHS asked me to wait an additional 2 weeks to see if the part would become available. I waited an additional month.1/31/23- In error ***** contacted me to repair the refrigerator and verified the missing part, and provided the unchanged valve "factory order" status to the AHS rep with me present on the phone.
Business Response
Date: 03/28/2023
March 28,2023
*********
BBB of the Mid-South
*******************************
*******, ** 38125
RE: *********************;AHS Plan No. *********; BBB Complaint Case No. 19635362
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 placed for the refrigerator; we appreciate being able to address the matter.
AHS has reviewed the history of the request assigned to ***** to diagnose and make the covered repairs for the unit. ***** advised that parts were ordered to complete the repair and delivered. However, **************** states they were not received, and a new refrigerator was purchased. AHS provided cash in lieu on 02/14/2023 for the covered repair cost of $833.38, which was declined. A member of management reached out to ************** to confirm when the available option was provided, she chose to have the refrigerator repaired.
The cash in lieu is still available, ************** can forward a copy of the paid invoice, and the payment of $833.37 will be processed.Delivery will be via the **** Postal Service, with arrival in ***** business days. If additional information is required, please advise at your convenience.
Thank you for your consideration.
Sincerely,
American Home Shield of **********, Inc.Customer Answer
Date: 03/31/2023
I do not agree with what is being offered as it is not reasonable. For 4 months I have waited to receive refrigerator repairs per AHS who I pay to do so. AHS failed to be able to make the repairs as ***** was unable to acquire all of the parts per the manufacturer (the valve) to make the repair as this part has remained on "factory order." AHS was supposed to replace my refrigerator when they learned that they were unable to make the repairs and failed to compensate me appropriately. Not only did I have to purchase a new refrigerator I had to downgrade my refrigerator due to all of the financial waste of not having a refrigerator for 4 months. I submitted my invoice to AHS as instructed. Attached is communications with AHS via ******** I also have phone recordings.Customer Answer
Date: 03/31/2023
Date Sent: 3/31/2023 11:47:40 AM
I do not agree with what is being offered as it is not reasonable. For 4 months I have waited to receive refrigerator repairs per AHS who I pay to do so. AHS failed to be able to make the repairs as ***** was unable to acquire all of the parts per the manufacturer (the valve) to make the repair as this part has remained on "factory order." AHS was supposed to replace my refrigerator when they learned that they were unable to make the repairs and failed to compensate me appropriately. Not only did I have to purchase a new refrigerator I had to downgrade my refrigerator due to all of the financial waste of not having a refrigerator for 4 months. I submitted my invoice to AHS as instructed. Attached is communications with AHS via ******** I also have phone recordings.Business Response
Date: 04/03/2023
April 3,2023
*********
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *********************; AHS Plan No. *********; BBB Complaint Case No. 19635362
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 follow up from ************** regarding the service request for the refrigerator. When the cash in lieu offer was declined, ***** was updated with the member's response. AHS has confirmed with ***** that parts were available to repair the refrigerator and shows they were delivered to the residence. When the contractor called to schedule their return visit, they were informed the refrigerator had been replaced. Due to the parts being a factory-only order,***** nor AHS were able to obtain them from a different source. Per Section I.9 of the warranty agreement AHS is not responsible or liable for any delay in service or failure to provide service caused by conditions beyond AHSs control.
The cash in lieu amount of $883.37, was calculated per the terms of the warranty agreement,and will remain the same. As a courtesy, AHS refunded the $125.00 trade service call fee due to the inconvenience experienced. The offer will continue to be active in our system, until AHS is advised on how to proceed regarding the payment. If there are additional coverage questions, we are available to address them as needed.
Thank you for your consideration.
Sincerely,
American Home Shield of **********, ****Customer Answer
Date: 04/07/2023
Complaint: 19635362
I am rejecting this response because: the statement provided per AHS is false and I have submitted evidence regarding this. All of the parts were not delivered for repair, specifically the valve as it was and remains on factory order. AHS has been aware of this from 11/2022-1/2023 as I have reached out via phone and ***** informed AHS of this. AHS asked me in November to wait an additional 2 weeks to see if said part would become available and I waited over an additional month. So from 10/2022-1/2023 I have been without a functioning refrigerator and have received the run around per AHS. On 1/31/2023 the ***** technician was scheduled to make repairs and was not aware that all of the parts had not been delivered and therefore he could not do the repair, after confirming this in the system.The ***** technician informed AHS with me on the phone that the part was unavailable and that he could not provide a time-frame as to when the part would be available because it was up to the manufacturer. The ***** technician proceeded to inquire why I had not received a replacement per AHS.Also, as indicated per my screenshot evidence that I submitted to you , AHS offered an additional $200 to the stated amount. This amount is related to parts and not for replacement for which I am seeking. I did submit my invoice to AHS. It is not my fault that ***** was unable to access all of the parts in order to make repairs. Moreover, I have waited an extended time to allow for refrigerator repair. Therefore, I was forced to downsize and replace my own refrigerator and I am expecting to be compensated by AHS for this.
I am asking that AHS show the evidence of all of the parts being delivered to me as they are claiming.
Again the response per AHS is egregiously false and demonstrates the poor service that I have been provided per AHS. I am seeking fair resolve: compensation for the replacement of my refrigerator.
********************************************Business Response
Date: 04/14/2023
April 14,2023
*********
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *********************;AHS Plan No. *********; BBB Complaint Case No. 19635362
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.
The attachment is when the original service contractor, *********************** closed their dispatch when the request was transferred to *****. AHS does not provide parts for ****** they order and have them shipped to the member directly from their appliance part supplier. AHS is unable to provide delivery information; however, ***** would be able to assist ************** and provide the requested information. AHS can confirm ***** advised on 02/06/2023, the parts were delivered and returned due to the member having replaced the refrigerator, and service was no longer needed.
AHS provided the cash in lieu of $833.38 for the covered repair costs as stipulated by the terms of the warranty agreement. Due to **************' dissatisfaction,Customer *************** agreed to provide an additional $200.00 and refunded the $125.00 trade service call fee. AHS will not provide any further compensation, which includes but is not limited to the replacement of the refrigerator. AHS has not received the requested copy of the invoice for the purchase of the refrigerator for processing the cash in lieu. Once supplied, the payment will be mailed via the **** Postal Service to the property address in ***** business days.
Thank you for your consideration.
Sincerely,
American Home Shield of *****, ****Customer Answer
Date: 04/17/2023
Complaint: 19635362
I am rejecting this response because: AHS has not provided any proof to validate their claims statements and continues to intentionally disregard taking responsibilities for their dishonesty and unjust practices. I submitted my invoice on 2/20/23 to you as requested (see screen shots of my communication with you substantiating this). 3Boys Appliance could not repair my refrigerator therefore you hired ***** to do so. Unfortunately ***** could not make the repairs as one of their parts (valve)were on factory order from November- current and remained in this status the last time I spoke with ***** on 3/16/23. Why are you intentionally ignoring this fact? You were supposed to REPLACE my refrigerator once you were made aware that you could not repair via ***** as they did not have all of the parts to do so. I contacted you inquiring about the missing part that had not been delivered and you were informed per ***** at that time that the part was on "factory order" and that it was up to the manufacturer when they would have the part therefore ***** verbalized to you and me that they would not be able to make repairs in November 22, December 22, and January 23. You continued to have me without a functioning refrigerator. It makes absolutely no sense that you are unable to obtain/provide proof from ***** confirming that all of the parts were shipped to me but somehow I can? That's foolish as I pay you not *****.You stated that you order the parts and have them shipped to the member directly from their appliance part supplier therefore can you please submit delivery of said parts to me as you ordered them according to you; I did not. ***** cannot assist me and you know it as they do not have an affiliation with me except through you. Therefore why is ***** able to provide me with "proof" and not you? What wand who is able to provide such information? Also can you please provide proof that said parts were sent back to you from me as you stated? Do you have any actual paperwork to validate any of the calims that you are stating? Where is the paperwork/proof to validate what you are stating that you can confirm regarding 2/6/23 because you keep changing up your narrative moreover it does not exist. You allowed me to go over 3 months without a functional refrigerator, you knew that you were unable to repair my refrigerator, and you continue to ignore the fact that you did not "REPLACE" my refrigerator nor refund me for the "REPLACEMENT" as ***** stated that you were supposed to have done when you initially learned that they did not have ALL of the parts (valve) to make repairs. You continue to speak of in lieu repair costs for something that WAS NOT repaired! You owe me for the REPLACEMENT not a REPAIR! I purchased and downsized my refrigerator after an additional month of waiting as you consistently gave me the runaround. You failed to mention the additional $200 that you offered in your initial response regarding REPAIRS until I presented the facts of such in your own writing. Why?You stated, "AHS provided the cash in lieu of $833.38 for the
covered repair costs as stipulated by the terms of the warranty
agreement."- could you please provide evidence from said warranty contract that absolves you from replacement when it is evident that you are unable to repair?You did not offer an additional $200 until after you reviewed my invoice that I uploaded to you 3 times per your request (please see attachments). This had nothing to do with my dissatisfaction as you claimed that I refused; so which is it?So again, you are providing false statements. Why? I am/have been a paying customer of yours and your reckless disregard for justice regarding what you owe me is egregious moreover theft; and again I am requesting that you resolve this congruently.
I look forward to you making a sound, just, and equitable decision, and supplying me with the evidence to support all of your narrative/false claims as I am sure you do not expect for me to just take your word for all the fallacies that you continue to present
(SEE ATTACHMENT)
********************************************Customer Answer
Date: 04/19/2023
In their response AHS stated that I returned the parts and declared to ***** that I changed my mind regarding refrigerator repairs despite me waiting months. This among other statements provided per AHS are simply untrue moreover unfounded as AHS has not provided any evidence to support any of their claims. I have uploaded a picture of the parts (still in packages) that remain in my possession along with the date and time that the photo was taken as well as the part numbers. The conversation that AHS mentioned never happened.AHS is aware that I had been waiting for the final part to be delivered to me so that ***** could do the repairs as this is required. Additionally, I have phone recordings to prove my conversations with AHS as well as *****.
Sincerely,
*********************
Please See Attachment
Business Response
Date: 04/26/2023
April 26,2023
*********
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *********************; AHS Plan No. *********; BBB Complaint Case No. 19635362
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.
***** has confirmed the following parts ordered, shipped, and returned by ************** were the:
Compressor TCA38151706
Dryer Assembly ADH73150210
Condenser Assembly ACG73645002
The valve part number SV8404 was delayed due to being out of stock with the manufacturer.When back in stock the valve was scheduled to ship to ************** for ***** to schedule their installation appointment to complete the repair. The part order was canceled when ***** was informed that the refrigerator was replaced, and service was no longer needed.
As advised in our previous communication, Section I.9 of the warranty agreement states AHS is not responsible or liable for any delay in service or failure to provide service caused by conditions beyond AHSs control. The cash in lieu of repair for $833.37, the additional $200.00 offered to ************** by the AHS management,and the refund of the $125.00 trade service call fee total reimbursement of $1,157.37, which will not be increased. AHS has provided ************** with the requested information that confirms the refrigerator was repairable and did not require replacement.
Thank you for your consideration.
Sincerely,
American Home Shield of *****, ****Customer Answer
Date: 04/27/2023
Complaint: 19635362
I am rejecting this response because: The valve part number SV8404 was out of stock from 11/2022 to 3/16/23 according to the Mr. ***** (Repair sales care department). The valve part was never restocked during this time. The ***** contractors were never able to make any repairs as the valve part remained on factory order and as the ***** subcontractor explained to the AHS agent and myself on the group phone call on 1/31/23 they were unable to provide a definitive date as to when this would change. I do not understand why you are going out of your way to create false narrative and not do the right thing by me, a current paying customer. I am requesting proof that the valve part was restocked, scheduled to be sent to me, and cancelled from the dates 11/2022-3/16/2023. Because I contacted both AHS and ***** regarding the missing part consistently as I was without a functioning refrigerator. I am also requesting that you refund me for the replacement of my refrigerator.You did not address any of the proof that I provided against your dishonest statements/false narratives regarding your previous response. I provided you with all of the proof and still you opt to recklessly disregard and provide additional false narratives/statements. Why? In addition to my request regarding the above valve, I am requesting a refund for the replacement of my refrigerator that you were well aware could not be fixed since 11/2022 due to the missing valve part. My refrigerator was not repairable as you did not repair it. My refrigerator was dysfunctional since my first call to you in October 2022. ***** informed you that they were unable to make repairs without having all of the parts, and that you were responsible to replace which you assured my you would in December 2022. I look forward to your apt response.
********************************************Business Response
Date: 05/09/2023
May 9,2023
*********
BBB of the Mid-South
*******************************
*******, ** 38125
RE: *********************; AHS Plan No. *********; BBB Complaint Case No. 19635362
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 provided ************** with the requested information available and advised of the information provided by ***** regarding the status and availability of the parts. Although not required, per the terms of the warranty agreement, AHS will agree to increase the cash in lieu for the repair to $1,700.00 to resolve the matter. The check is being processed and will be delivered to the property address in ***** business days by the **** Postal Service.
The refund of the $125.00 trade service fee was completed on or about 04/26/2023 to the original payment method. Confirmation of receipt can be verified by Ms. ************ Institution. The amount is final and AHS will not provide any further compensation regarding the refrigerator replacement.
Thank you for your consideration.
Sincerely,
******************
American Home Shield of *****, ****Customer Answer
Date: 05/10/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution of cash in lieu for the repair to $1,700.00 to resolve the matter, and the check is being processed and will be delivered to the property address
in ***** business days by the **** Postal Service.
*********************************************PO Box *************, ** 77271Initial Complaint
Date:03/22/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I initiated a home warranty contract with American Home Shield 3 years ago through an online representative who advised that it was a month to month contract and NEVER referenced an early termination fee. I requested to cancel the contract last month and was advised that I would be subject to paying a $69 termination fee as referenced in the contract which I never saw until after signing up for service with the online representative. As I was required to pay for a full month of service before I could submit any claims for service and I was charged a full month of service for the month of March, even though I cancelled at the end of February, I do not know why I would be obligated to pay anything additionally. I have been advised that I need to pay the cancellation fee and the fees for the month of March would then be refunded. I asked to have the March fee applied to the cancellation fee and was told I HAD to pay a termination fee that I was never advised about.Business Response
Date: 03/25/2023
March 25, 2023
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *********************************; AHS Plan No. *********; BBB Case No. 19635198
Dear **********:
American Home Shield ("AHS") is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.
I have reviewed AHS records regarding this matter. On February 28, 2023, the plan holder requested to cancel the warranty plan. The warranty plan was cancelled per the plan holders request and in accordance with the provisions of the warranty plan. Therefore, the plan holder was responsible to pay the $57.99 administrative fee. Although not obligated, to resolve this matter amicably, AHS has agreed to waive the rightfully due administrative fee. The plan holder *** disregard any ******** that *** cross via mail and/or email dated within the next 10 to 14 business days.
Thank you for your consideration.
Sincerely,
American Home Shield CorporationInitial Complaint
Date:03/22/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Dear BBB this Claim referst to the number ID ******** I am re-opening this claim Because on February 25, 2023 I sent to HSA Home Warranty the documents that they requested in order to make a decision about the payment that they should have sent me for the Roofing repair that I paid for and that they approved, but unfortunately they are not taking the responsibility tha is their obligation. Thank you very much and I hope this problem is resolved with the help from you which is only costing me money and time.Business Response
Date: 04/06/2023
April 6, 2023
***************************
BBB of the Mid-South
*******************************
*******, ** *****
RE: *****************************; *** Plan No.255388852;BBB Case No. 19634949
Dear Ms. ****
Home Security of *******, **** (***) 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 ** the opportunity to assist with bringing the roof leak service request to a resolution. I have reviewed ***s records and authorized the repair/replacement in accordance with the terms and conditions of the *** warranty plan.
Section E.9. of the warranty provides we will pay up to $500.00 aggregate to repair roof leaks only; includes shingles (cedar or asphalt),built-up roofing, slate, and tile. DEFINITION: the exterior surface that constitutes the top of the residence, excluding any skylights.
AHS has agreed to reimburse the plan holder up to the contract limit of $500.00. AHS request the plan holder reject this response, confirm their acceptance of this offer, and provide their proper mailing address. Alternatively, the plan holder may email the requested information directly to ************************************************************ for processing. AHS will await the requested information."
Thank you for your consideration.
Sincerely,
Home Security of ******** ****Customer Answer
Date: 04/09/2023
Complaint: 19634949
I am rejecting this response because: I had to expend more money to repair the leak in the roofing of my house because I notified them of the leak in 2019 and they delay in repairing the leak caused pieces of playwood to rot which caused me more work expenses Materials and it got bigger the leak expanded in the house.What I want is a honest and fair refunder because $500.00 is not an reasonable honest and fair refunder. Isend a picture attached
Sincerely,
*****************************Business Response
Date: 04/19/2023
April 19, 2023
***************************
BBB of the Mid-South
*******************************
*******, ** 38125
RE: *****************************; HSA Plan No.255388852;BBB Case No. 19634949
Dear Ms. **************** Security of *******, **** (HSA) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.
HSA does apologize for the plan holder's frustration regarding this matter. However, my previous correspondence accurately & correctly stated HSA's position regarding this matter. HSAs position does remain unchanged.
Section E.9. of the warranty provides we will pay up to $500.00 aggregate to repair roof leaks only; includes shingles (cedar or asphalt), built-up roofing, slate, and tile. DEFINITION: the exterior surface that constitutes the top of the residence, excluding any skylights.Unfortunately, there is nothing *********** will do with respect to this matter,and we will be closing our file.
HSA request the plan holder reject this response, confirm their acceptance of this offer, and provide their proper mailing address. Alternatively, the plan holder may email the requested information directly to ************************************************************ for processing. AHS will await the requested information."
Sincerely,
Home Security of ******** ****Customer Answer
Date: 04/20/2023
Complaint: 19634949
I am rejecting this response because: I cannot do what Home warranty is offering me because It was their responsibility and allegations to send someone to repair the leaks. And additional they charged me $75.00 Dollares for a service I never received. If They do not wanna resolved this matter with a reasonable and honest offer I wanted to take this matter to Court.
Sincerely,
*****************************Customer Answer
Date: 04/20/2023
I sent you the picture of $75.00 Dollars Home warranty Changed on 4/15/2022 for a service I never received, the appointment was unscheduled.Business Response
Date: 04/25/2023
April 25, 2023
***************************
BBB of the Mid-South
*******************************
*******, ** 38125
RE: *****************************; HSA Plan No.255388852;BBB Case No. 19634949
Dear ***************************:
Home Security of *******, **** (HSA) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.
My previous correspondence accurately stated the information in AHS records, as well as its position. Section E.9. of the warranty provides we will pay up to $500.00 aggregate to repair roof leaks only; includes shingles (cedar or asphalt), built-up roofing, slate, and tile. DEFINITION: the exterior surface that constitutes the top of the residence, excluding any skylights.
HSA has agreed to reimburse the plan holder up to the contract limit of $500.00. AHS request the plan holder confirm their acceptance of this offer and provide their proper mailing address. Alternatively, the plan holder may email the requested information directly to ************************************************************ for processing. AHS will await the requested information."
In regard to the service fee paid for dispatch number *********, the service fee was reversed back to the original form of payment on August 25, 2022.
Thank you for your consideration.
Sincerely,
Home Security of ******** ****Customer Answer
Date: 05/01/2023
Complaint: 19634949
I am rejecting this response because: HSA Home Warranty Failure to to fix my roofing and they are not paying me a onest and rasanable amount of money, and also they make me expend more money , I add the attached. And also I Inform HSA Home Warranty Before commencement the Roofing Repair they should have recorded conversion on 4/13/2022.
Sincerely,
*****************************Business Response
Date: 05/24/2023
May 24, 2023
***************************
BBB of the Mid-South
*******************************
*******, ** 38125
RE: *****************************; HSA Plan No.255388852;BBB Case No. 19634949
Dear ***************************:
Home Security of *******, **** (HSA) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.
HSA does apologize for the plan holder's frustration regarding this matter. However,my previous correspondence accurately & correctly stated ****' position regarding this matter. **** position does remain unchanged. Unfortunately,there is nothing *********** will do with respect to this matter and we will be closing our file.
HSA has agreed to reimburse the plan holder up to the contract limit of $500.00. AHS request the plan holder confirm their acceptance of this offer and provide their proper mailing address. Alternatively, the plan holder may email the requested information directly to ************************************************************ for processing. HSA will await the requested information."
Sincerely,
******************
Home Security of America, ****Initial Complaint
Date:03/22/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
2 weeks ago I had my septic pumped and was informed the septic link pump (I think that's the name) was dead and the electrical box was out.I immediately called AHS and they assigned a company.That company took 5 days (weekend) to get here and then said they would have to pump what was now in the tank and then get the pump out, and fix the electrical. They made clear to me that they could fix it, but they had to call AHS 1st.They came back and said AHS was going to use someone else.I still have not received a contractor and they JUST told me I had to get someone myself to be reimbursed. I don't have $ like this to pay and be reimbursed. That is the entire point of a warranty.Customer Answer
Date: 03/23/2023
I have gone out of MY way, beyond my job for this and found an appropriate contractor, apparently one of a very few in the state, that is properly licensed for this job and provided that information to AHS, then they informed me I had to pay this contractor, they said is approved, on my own and then they would reimburse me.
I don't have extra funds laying around for this type of project. I buy the warranty to protect me in times like this!
I have went above and beyond to find a contractor that they approve of because they didn't want to search for one themselves on the state certification look up site.
They have everything they need to hire him and get it fixed. They need to do that immediately instead of waiting until there are further sewage issues/damages they will need to pay for.
Business Response
Date: 03/31/2023
March 31, 2023
*********
BBB of the Mid-South
*******************************
*******,** 38125
RE:***************************; AHS Home Warranty Plan No. *********; BBB Case No. 19634888
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 and find that the service request was placed for the sewer ejector pump on March 9, 2023, and *** the Handyman was dispatched to diagnose any problems. On March 14,2023, it was reported by *** the Handyman that the sewage ejector pump needed to be replaced. Unfortunately, the vendor was unable to complete the services and requested that the dispatch be transferred.
AHS was unable to locate a vendor within its directory to service the sewage ejector pump. Section B.3 of the agreement plan states in some cases, AHS may not be able to provide a service contractor and may request you to contact an independent service contractor,who will be required to contact AHS for approval before beginning any repair or replacement efforts on your behalf. If your contractor will not bill AHS directly, you will pay your contractor directly, and AHS will reimburse you the amount of the authorized repair or replacement as agreed between AHS and your contractor in advance of work performance and as demonstrated by proof of payment provided by you.
In an attempt to resolve this matter amicably, ******************** may upload a copy of the estimate from a vendor of her choice related to the sewage ejector pump repair. ******************** may upload the estimate directly to the BBB site for review. The estimate will need to include an itemized listing of costs expected to be incurred and the detailed diagnosis regarding the cause of the failure. Once the requested information has been provided and reviewed, you will be further advised of AHS position. Should a reimbursement for the repair be authorized, AHS will issue the check upfront, and it will arrive in approximately ***** business days.
AHS does apologize for any frustration or inconvenience experienced regarding this matter and will refund the trade service call fee of $100.00. The refund will be returned back to the payment source in approximately ***** business days.
Thank you for your consideration.
Sincerely,
American Home Shield Corporation
*************************
Claims Resolution SpecialistCustomer Answer
Date: 04/04/2023
Complaint: 19634888
I am rejecting this response because: I have contacted the original professional I found and found that he doesn't service septics with pumps. So I have been trying to find another contractor.We have found other contractors that do not work with AHS, but are continuing to look. So far, it will cost ** over $350 just to get the estimate to fix the needed repairs.
Sincerely,
***************************Business Response
Date: 04/10/2023
April 10, 2023
*********
BBB of the Mid-South
*******************************
*******,** 38125
RE:***************************; AHS Home Warranty Plan No. *********; BBB Case No. 19634888
Dear Ms. ********************************** (AHS) is in receipt of your letter enclosing additional response from the plan holder. Your letter has been forwarded to me for review and response.
Per my previous letter dated March 31, 2023, AHS is willing to review an estimate related to the sewage ejector pump repair and/or replacement. ******************** may choose a vendor to diagnose the problem and provide the estimate which includes the diagnosis for the cause of the failure and the listing of costs expected for the repair and/or replacement. The vendor of Ms. ********* choice does not need to work with AHS directly. I am unable to offer any reimbursements until an estimate or invoice has been provided. Please be advised AHS will pay up to five hundred dollars ($500) total per agreement term for access,diagnosis, and repair/replacement of sewage ejector pumps (Section D.14.f). ******************** may upload a copy of the requested information directly to the BBB site and I will review it. Once reviewed, you will be advised of AHSposition.
Thank you for your consideration.
Sincerely,
American Home Shield Corporation
*************************
Claims Resolution SpecialistCustomer Answer
Date: 04/10/2023
Complaint: 19634888
I am rejecting this response because:There is no way that $500 will cover this cost, especially since AHS has waited so long in providing a contractor.....thus the $250 we paid to pump the tank will have to be paid again just so the pump can be dealt with. If they had provided a contractor (as per their agreement and why we get a home warranty in the first place), then the pumping wouldn't have had to be done just to get to the part to get it replaced.
And it also isn't just the pump needing replaced, the electrical on it is out as well due to the pump ceasing to work and keeping the sewage levels down and away from the electrical.
Sincerely,
***************************Business Response
Date: 04/13/2023
April 13, 2023
*********
BBB of the Mid-South
3693 *************
*******,** 38125
RE:***************************; AHS Home Warranty Plan No. *********; BBB Case No. 19634888
Dear Ms. ********************************** (AHS) is in receipt of your letter enclosing additional response from the plan holder. Your letter has been forwarded to me for review and response.
Please be advised that there is nothing further that AHS will be able to do regarding this matter without first reviewing the estimate or invoice for repair to the sewage ejector pump. AHS will be closing its file until the requested information has been received.
Thank you for your consideration.
Sincerely,
American Home Shield Corporation
*************************
Claims Resolution SpecialistCustomer Answer
Date: 04/13/2023
Complaint: 19634888
I am rejecting this response because: our contractor will be here on the 18th and I will send you the requested information at that time.
Sincerely,
***************************Customer Answer
Date: 04/21/2023
Complaint: 19634888
As requested, attached are the estimate for the pump and electrical....that was destroyed by the pump malfunction and overflow. And the $300 cost of having to ****** the septic due to AHS not having a contractor here in sufficient time after the initial problem was found and reported to them.As to the $500 that was referred to in their emails above, we just renewed this week and that clause is in there NOW, but it was NOT in our initial contract....which includes insufficiently maintained equipment and equipment failure.
This request was made PRIOR to the renewal and as such, will be held under that originial term.
Sincerely,
***************************Business Response
Date: 05/02/2023
Good Day,
Please see the attached correspondence. Thank you.
Customer Answer
Date: 05/08/2023
Complaint: 19634888
I am rejecting this response because you requested a more detailed bill, so I have attached it here.There is a lot more than just a pump here. The electrical had to be replaced as well due to the water getting too high from the pump failure.
Sincerely,
***************************Business Response
Date: 05/11/2023
May 11, 2023
*********
BBB of the Mid-South
*******************************
*******,** 38125
RE:***************************; AHS Home Warranty Plan No. *********; BBB Case No. 19634888
Dear Ms. ********************************** (AHS) is in receipt of your letter enclosing additional response from the plan holder. Your letter has been forwarded to me for review and response.
******************* has provided the itemized breakdown of costs and it is requesting compensation for an electrical issue. Please be advised that there was not electrical service request placed for this malfunction. ********************** states the cause of the failure is related to secondary damages caused by the failed sewage ejector pump. Section D.8 of the warranty plan states AHS is not responsible or liable for special, secondary,incidental, indirect, consequential, exemplary, or other related damage resulting from the malfunction of any covered item, or AHS or a service contractors neglect or delay in providing, or failing to provide, repair or replacement of such covered item, including, but not limited to, food spoilage, loss of income, utility bills, additional living expenses, or personal and/or real property damage. Therefore, based on the information provided and the terms of the plan, the replacement of the electrical panel would not qualify for coverage.
Please be advised AHS will not reimburse for services performed without its prior approval (Section B.1). However, in an attempt to resolve this matter, AHS will issue a check in the amount of $650.00 related to the unauthorized electrical repairs. This amount is for the panel ($400.00)and the labor to install ($250). The check for $650.00 has been processed and will arrive in approximately ***** business days. There is nothing further that AHS will do regarding this matter and will be closing its file.
Thank you for your consideration.
Sincerely,
American Home Shield Corporation
*************************
Claims Resolution SpecialistCustomer Answer
Date: 05/11/2023
Better Business Bureau:I want them to know and understand that the electrical is due to THEIR not providing a provider and offering services in a timely manner. If they had, their costs wouldn't have gone up.I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.
Sincerely,
***************************16380 ******************, ** 65452Initial Complaint
Date:03/22/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
12/23/22 reported washer needed repair. AHS sent repairman from GE to come and assess repair. Parts needed to be ordered,as of today 1 part has been unavailable with no estimated availability date. AHS has been unable to obtain from service tech the diagnosis of repairs needed for washer to offer me a cash out option. AHS reps and supv have not been helpful.dont understand how GE has the right to refuse AHS the diagnosis when AHS contracts with them. So I have been without a washer for 4 months.. this is not what I pay a warranty company for. And now they want to increase my monthly payment for the coming contract year! AHS rep also told me they didn't offer cash out option on appliances which is a lie!Business Response
Date: 03/25/2023
March 25, 2023
*****************
BBB of the Mid-South
*******************************
*******, ** 38125
RE: *******************************;AHS Plan No. *********; BBB Case No. 19634492
Dear **********:
American Home Shield ("AHS")is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.
I have reviewed AHS records regarding this matter. AHS does apologize for the plan holders frustrations regarding this matter. On March 25, 2023, the decision was made the washer should be replaced. AHS ******************************* will contact the plan holder to review the replacement option in accordance with the provisions of the warranty plan. The plan holder may contact the AHS ******************************* directly at **************.
Thank you for your consideration.
Sincerely,
American Home Shield of *****, ****Initial Complaint
Date:03/22/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
American Home Shield refused to cover the repairs of my **** despite having sent out 3 different **** technicians from two different companies with 3 different diagnoses claiming each diagnosis was preexisting. One of the representatives from one of the **** companies stated that this is what American Home Shield does to not have to pay for repairs. I spoke to a representative after the first report and denial that said AHS cold send out a technician from another company for a second opinion but I would have to pay for it unless they had a different diagnosis. When I stated I was not going to pay for that and would just cancel my service with AHS he said AHS would just waive the cost. The second **** company came out with a different diagnosis that the first company and AHS still refused to cover repairs stating the condition was preexisting. When I called again the woman I spoke to said I would have to email ***************************************** the inspections to be reviewed. I did this and never got a responses. I had to call three more times because I was told that person would call me within ***** hours and he/she never did. Then I was told when I called back that same individual would call me within 24 hours and it never happened. When I called once again yesterday I was on the phone for an hour and 17 minutes because AHS continued to be uncooperative and refuse to cover the repairs in my claim but would not provide me with documentation from the **** companies where they stated it was a preexisting condition. When I told them I was going to report them for breach of contract and that I wanted to cancel they transferred me to another representative who attempted to offer me discounts to stay with them and when I insisted I was going to cancel because of their dishonesty, unprofessionalism, and reach of contract he continued to offer discounts and hung up on me without cancelling my service. I filed my claim on January 25, 2023 and AHS still as not cooperated.Business Response
Date: 03/29/2023
March 29, 2023
*********
BBB of the Mid-South
************************************;
*******, ** 38125
RE: ***************************; AHS Plan No. 620110398;BBB Complaint Case No. 19634216
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 AHSrecords with regard to the customers complaint. **************** warranty plan coverage became effective for a coverage term of one year on January 23, 2023.On January 25, 2023, service was requested for an air conditioning system and the request was dispatched to Comfort First Heating & Cooling to diagnose the issue. The company reported to AHS that the failure of the heat pump was detectable prior to the warranty plan coverage becoming effective. Section A.2.d of the warranty plan states that undetectable pre-existing conditions which are defects or mechanical failures that could not have been detected by a visual inspection and/or simple mechanical test are covered by the warranty plan. As the technician reported that the failure was detectable,AHS denied coverage to repair the system.
The customer disputed the diagnosis provided to AHS by Comfort First Heating and AHS dispatched a service request to ****************** to diagnose the issue and provide a second opinion. Section C.2.c of the warranty plan states that in the event that AHS informs the customer that the malfunction is not covered under the contract, the customer has the right to request a second opinion of the cause of the malfunction. The customer must ask ********************** for a second opinion from another service contractor within 7 days from AHS informing the customer that the malfunction is not covered. In the event that the outcome of ****************** is different than the first opinion, then AHS may, in its discretion, decide whether to accept coverage under this contract. If the customer requests a second opinion, they will be responsible for the payment of an additional trade service call fee only if the outcome of ****************** is the same as the initial opinion.
Island Breeze reported to AHS that the heat strips had failed and confirmed that the failure of the heat pump was detectable prior to the warranty plan coverage becoming effective.Based on the terms of the warranty plan and the diagnoses provided to AHS, I find that coverage to repair the heat pump was rightfully denied.
************** requested to cancel the warranty plan and it was cancelled in accordance with Section L.4 (c)(d), which states that if the customer or ********************** cancels the contract after the 30th day following the beginning of the contract term, (c) if AHS has provided services and the amount of the service costs incurred by AHS is greater than the contract fees paid, the customer shall pay ********************** the lesser of (i) the amount by which the service costs incurred by AHS exceeds the contract fees paid; or (ii) the amount by which the annual rate listed on the contract agreement pages exceeds the contract fees paid; and (d)additionally, the customer shall be responsible for an administrative fee of the lesser of (i) the plan fee for one month of coverage under this contract or (ii) such amount as is permitted by law.
Thank you for your consideration.
Sincerely,
AMERICAN HOME SHIELD CORPORATIONInitial Complaint
Date:03/22/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I called AHS regarding my pool heater. On Oct 20 a tech came and said he would send a report re the repair. The tech's report had false information in that "The Chlorinator for the pool is improperly installed..."THIS IS FALSE. After speaking with a pool expert he stated that the Chlorinator is properly installed. I called AHS & told them re: falsities of the report. They sent a new tech. He complained that he lives in Hernando County and it was a bother for him to be there. He tells me before viewing the pool that his report will not differ from the previous. I asked if the Chlorinator is installed improperly and he said yes. I then point out that the Chlorinator is fine and he backpedals stating "Yes the plumbing is proper" but then lies stating that the check valve is improper. This is in conflict with the previous report. The False Reason cited by this tech was Missing Components/Parts. This is false because parts are not missing. I called the pool expert re the improper valve. He stated that the report is false because there is a valve on the chlorinator and that such valves are used by pools all over *******. Also if the valve is improper why did it take 17 years to go bad. I called AHS and spoke with ***** who agreed that the reports were conflicting and false. She said that these ******* would not service me in the future. On Dec 9 I called AHS re a plumbing and electrical issue. Instead of sending a new tech they sent the first tech, which had provided a false report. When the tech arrived I told him that the diverter valve was bad. The tech said that it is just too much work and refused to fix it. With the elec. problem he falsely writes "The pool and Spa lights are not turning on." This is false. I called AHS & spoke with *** who said that there were no other techs in **. and that my issue was sent to the *********************** for resolution. I was told that I would receive a resolution from *********** in 2-3 days. To date no one has contacted me.Business Response
Date: 03/30/2023
March 30, 2023
*********
BBB of the Mid-South
*******************************
*******,** 38125
RE:*********************; AHS Home Warranty Plan No. *********; BBB Case No. 19633457
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 regarding this matter and find a service request was placed for the pool heater on October 19, 2022, and At Your Pool Service, LLC was dispatched to diagnose any problems. It was reported by At Your Pool Service, LLC that the pool heater has damages due to an internal leak dripping water onto the burners and burn tray. Section I.8 of the warranty plan states AHS is not responsible or liable for secondary, incidental, and/or consequential loss or damage resulting from the malfunction of any covered item. Based on the information received and the terms of the plan, AHS was unable to authorize for any repairs to the pool heater.
A second opinion was requested and on October 21, 2022, ABNation was dispatched to diagnose any problems with the pool heater. It was reported by ABNation that the heat exchanger was leaking causing secondary water damage to the burner assembly. The technician reported that the heat exchanger is leaking due to chemical damage and that there was no chemically rated check valve between the chlorinator and heater. The claim was denied for missing parts (Section I.1.g.1). Furthermore, Section A.2 of the warranty plan states coverage under this contract includes normal wear and tear malfunctions during the contract term. Based on the information provided and the terms of the plan, AHS was unable to authorize for any repairs.
Although not obligated, in order to resolve this matter amicably, if you are in possession of an invoice or estimate from a pool service company of your choosing that contradicts the information provided to AHS, you may upload the detailed information directly to the BBB site for further review. The requested information should include an itemized breakdown of the costs incurred or estimated for the repair, as well as the technicians diagnosis of what caused the failure. When I have received and reviewed the requested information, you will be further advised of AHS position. Otherwise, based on the information in our possession, I find that coverage of the pool heater was rightfully denied.
Thank you for your consideration.
Sincerely,
American Home Shield of *******, ****
*************************
Claims Resolution SpecialistCustomer Answer
Date: 04/03/2023
Complaint: 19633457
I am rejecting this response because:Dear Ms. ****************************************************************** I am in receipt of the letter from *************************** of AHS. I want to thank her for her prompt and professional response and the manner in which she seeks to resolve this most unfortunate situation. I am still a customer of ********************** despite this sad situation because of the fine customer ********************** representatives I have communicated with at their company.
******************** response is regrettably misplaced because both of the contractors provided conflicting and differing Failure Reasons as to why the pool heater is broken and she fails to recognize this point. At Your Pool Service indicates that it is secondary/incidental/ consequential damagecaused because The Chlorinator for the pool is improperly installed This is completely false and contradicted by AHSs second contractor Abnation. The chlorinator is properly installed and it appears that this contractor simply lifted disqualifying language from the contract and then fabricated a failure reason i.e. the chlorinator improperly installed so as to justify coverage denial. This is improper and wrong.
Abnations Failure Reason is Missing Components/Parts and he indicated that there is no chemically rated check valve between the chlorinator and heater. This is also completely false. As I indicated a pool expert from Pinch-A-*****, a neutral and unbiased third party reviewed both reports and found that the chlorinator is properly installed and that the check valve was properly rated and has been used in thousands of pool throughout *****************. He correctly assessed that they (AHS contractors) simply did not want to fix the pool heater and are basically making up excuses which are false and in conflict with one another.
****************** probably inadvertently omitted responding to At Your Pool Services refusal to fix the electrical and plumbing problem on December 9, 2022 or may have conceded to the facts stated therein (See last 5 sentences on Description of Complaint filed with BBB). Irrespective of the reason for the omission the misconduct displayed by At Your Pool Service should not be tolerated and lends credence to why their reports should be disregarded. The fabricated reason for not fixing the electrical problem was The pool and spa lights are not turning on. This is completely false, I showed the technician that they did (and do) turn on. I was told to replace the pool lights at a cost of $2550 even though there was no problem with the lights. I was also told to replace the pool and spa heater at an additional cost of $3940 even though this had nothing to do with the plumbing diverter valve problem. I was able to replace the electrical switch on my own at a cost of $20, but the plumbing diverter valve which was wrongfully not fixed by At Your Pool Service is still leaking.
****************** kindly indicated that in order to resolve this matter that I provide an invoice or estimate from a pool service company which contradicts the information provided to AHS. While I was unable to utilize the previous pool expert, I again contacted Pinch-A-***** and was provided with ***** an extremely knowledgeable Pool Expert with over 30 years of pool service experience.This unbiased and neutral third party whom I have never met was read the reports from both AHS contractors and reviewed the pool heater assembly. He found that contrary to the contractors sent by AHS, the pool heater is installed to manufacturers specifications (i.e. both the chlorinator and the check valve are installed properly). Enclosed are his report and the estimate ***************** respectfully requested. Also included is the cost of the diverter valve plumbing which At Your Pool Service refused to do because it was Too much work and for which they were wrongfully seeking excessive remuneration which far exceeded the repairs.
I want to thank the BBB, ****************** and You Ms. *** for your kind attention in assisting me with this matter. Awaiting your reply, I remain,
Very truly yours,
*********************
Enclosures: Pinch-A-***** estimate and reports.
Sincerely,
*********************Customer Answer
Date: 04/03/2023
I have submitted the requested estimates and reports to ************************* email because I am unable to do so via this method. Thank you very much and if you need anything else please let me know. Thank you for your kind service.
Customer Answer
Date: 04/03/2023
From the CONSUMER:Sent 4/3/2023 9:47:52 AMRead by **************** on 4/3/2023 9:51:44 AM
Complaint: 19633457
I am rejecting this response because:Dear Ms. ****************************************************************** I am in receipt of the letter from *************************** of AHS. I want to thank her for her prompt and professional response and the manner in which she seeks to resolve this most unfortunate situation. I am still a customer of ********************** despite this sad situation because of the fine customer ********************** representatives I have communicated with at their company.
******************** response is regrettably misplaced because both of the contractors provided conflicting and differing Failure Reasons as to why the pool heater is broken and she fails to recognize this point. At Your Pool Service indicates that it is secondary/incidental/ consequential damage caused because The Chlorinator for the pool is improperly installed This is completely false and contradicted by AHSs second contractor Abnation. The chlorinator is properly installed and it appears that this contractor simply lifted disqualifying language from the contract and then fabricated a failure reason i.e. the chlorinator improperly installed so as to justify coverage denial. This is improper and wrong.
Abnations Failure Reason is Missing Components/Parts and he indicated that there is no chemically rated check valve between the chlorinator and heater. This is also completely false. As I indicated a pool expert from Pinch-A-*****, a neutral and unbiased third party reviewed both reports and found that the chlorinator is properly installed and that the check valve was properly rated and has been used in thousands of pool throughout *****************. He correctly assessed that they (AHS contractors) simply did not want to fix the pool heater and are basically making up excuses which are false and in conflict with one another.
****************** probably inadvertently omitted responding to At Your Pool Services refusal to fix the electrical and plumbing problem on December 9, 2022 or may have conceded to the facts stated therein (See last 5 sentences on Description of Complaint filed with BBB). Irrespective of the reason for the omission the misconduct displayed by At Your Pool Service should not be tolerated and lends credence to why their reports should be disregarded. The fabricated reason for not fixing the electrical problem was The pool and spa lights are not turning on. This is completely false, I showed the technician that they did (and do) turn on. I was told to replace the pool lights at a cost of $2550 even though there was no problem with the lights. I was also told to replace the pool and spa heater at an additional cost of $3940 even though this had nothing to do with the plumbing diverter valve problem. I was able to replace the electrical switch on my own at a cost of $20, but the plumbing diverter valve which was wrongfully not fixed by At Your Pool Service is still leaking.
****************** kindly indicated that in order to resolve this matter that I provide an invoice or estimate from a pool service company which contradicts the information provided to AHS. While I was unable to utilize the previous pool expert, I again contacted Pinch-A-***** and was provided with ***** an extremely knowledgeable Pool Expert with over 30 years of pool service experience. This unbiased and neutral third party whom I have never met was read the reports from both AHS contractors and reviewed the pool heater assembly. He found that contrary to the contractors sent by AHS, the pool heater is installed to manufacturers specifications (i.e. both the chlorinator and the check valve are installed properly). Enclosed are his report and the estimate ****************** respectfully requested. Also included is the cost of the diverter valve plumbing which At Your Pool Service refused to do because it was Too much work and for which they were wrongfully seeking excessive remuneration which far exceeded the repairs.
I want to thank the BBB, ****************** and You Ms. *** for your kind attention in assisting me with this matter. Awaiting your reply, I remain,
Very truly yours,
*********************
Enclosures: Pinch-A-***** estimate and reports.
Sincerely,
*********************From the CONSUMER:Sent 4/3/2023 10:27:13 AMRead by **************** on 4/3/2023 10:27:40 AMI have submitted the requested estimates and reports to ************************* email because I am unable to do so via this method. Thank you very much and if you need anything else please let me know. Thank you for your kind service.
Business Response
Date: 04/10/2023
Please see the attached correspondence. Thank you.Initial Complaint
Date:03/22/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My fridge broke in September 2022, I called my warranty company American Home Shield, I (paid the deductible ($120) they sent a contractor who fixed it, then it worked for two months and broke again. I called the company, they made me pay the deductible again, they sent the first contractor, who couldn't fix it, then a second, who couldn't fix it, then a third one. A fourth contractor contacted me to schedule a time to come to my home. I called the customer ********************** every time a contractor came to my home and asked why do I receive contractors but no solution. Every associate I talked to would tell me the ones that came to my home are not specialized in my fridge type. I asked to talk to a supervisor, after being on the phone for more than an hour, I was able to talk to a supervisor who assured me that the new contractor would be the good one. The new contractor never called me.The summary of the situation:My fridge is broken for more than a month, I paid the deductible two times, I trashed a lot of food because the fridge broke two months after the initial fixing. I eat out most of the time, because I do not have a fridge. I called the customer ********************** 6 times. No solution have been found yet.Business Response
Date: 04/06/2023
April 6, 2023
*************************************
BBB of the Mid-South
3693 *************
*******, ** *****
RE: *******************************; AHS Plan No. ********* ; BBB Case No. 19633456
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 range hood exhaust fan service request to a resolution. I have reviewed AHS records and the vendor, Able Heating, A/C & Appliance repaired the refrigerator on March 30, 2023. The vendor repaired a freon leak and added freon to the refrigerator. Upon departure, the refrigerator was operating as it should.
If the plan holder should have a continued issue with the refrigerator, please reply to this complaint and AHS will address it further. This matter is considered resolved.
Thank you for your consideration.
Sincerely,
American Home Shield of Virginia, Inc.Initial Complaint
Date:03/22/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed a request to American Home Shield to fix my furnace on January 19, 2023. I paid the $75 for the request, as agreed, and they sent out a contractor from ******************* The contractor came and simply looked at the unit (no tools used at all), admitted that he has never seen a unit like this one and has only been working for the company for 6 months, and then definitively said that the motherboard was the problem and he would have to order the part. After days of having no contact or update, I called American Home Shield back to figure out the status of my repair, and they said that they didn't have a report regarding this project at all. Nothing was filed. So they said they would send another person out - someone with more experience - to fix it. I went out to meet the technician, and he never showed up or called to say they weren't coming. THIS HAPPENED 3 TIMES IN A ROW! Every time I called back to tell them, they would offer the same solution... to send someone out from the same contractor company because that's the only one they partner with. They never came out, so I had to find a contractor of my own and paid for it out of pocket ($1,400). I am asking for a refund from American Home Shield - including the cost of my yearly warranty and the $75 - because they failed to perform on their part and just took my money. It's the middle of winter in ********. I had to get the furnace fixed; I had no choice, and I tried to work with American Home Shield and every single time, they failed to perform. It's now February 28, 2023 - it's been over a month.Business Response
Date: 03/24/2023
March 24, 2023
*****************
BBB of the Mid-South
*******************************
*******, ** 38125
RE: ***********************; AHS Plan No. *********; BBB Case No. 19633454
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, in order to resolve this matter amicably, AHS request the plan holder reject this response, and attach the paid itemized invoice for the furnace repair to this complaint. The requested information should include an itemized breakdown of the costs incurred or estimated for the repair, as well as the technicians diagnosis of what caused the failure. When the paid invoice has been received and reviewed, AHS will advise further of our position. AHS will await the requested itemized paid invoice.
Thank you for your consideration.
Sincerely,
American Home Shield CorporationInitial Complaint
Date:03/22/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
American Home Shield left me without hot water for a month before I fixed it myself. They apparently could not fund a contractor. They told me to get one myself and they would re-imburse. What kind of company does that? AHS does not have the resources to handle the customer base in my area. I stopped using ********************** and will continue to let me friends and family know they are a rip off scam company.Business Response
Date: 04/04/2023
April 4, 2023
***************************
BBB of the Mid-South
*******************************
*******, ** *****
RE: *************************; AHS Plan No.592630938;BBB Case No. 19633455
Dear ***************************:
American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.
We truly appreciate the valuable feedback from ************************* and for allowing us the opportunity to assist with bringing the water heater service request to a resolution. According to our records, the water heater service request was placed on June 14, 2022. AHS was unable to locate a vendor in the plan holders area therefore we offered outside authorization in accordance with our contract section C.3. In the event AHS authorizes or requests you to contact an independent service contractor to perform a covered service, AHS will provide reimbursement for an authorized amount of the cost you incur for the repair or replacement services. Acceptable proof of the repair and your actual itemized costs must be provided to and approved by AHS before any reimbursement will be paid.
It's disappointing to read that we have not delivered the service experience we intended. We set our expectations high for the customer experience and we apologize that we have missed the mark. We at American Home Shield set the bar pretty high for our customer experience. We value your feedback as it is used as a tool to identify missed opportunities in an effort to improve the overall customer experience. Thank you for taking the time to share and be a part of our growth.
Thank you for your consideration.
Sincerely,
American Home Shield of ********, Inc.
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