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.

If you've experienced an issue

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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:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
1/17/23 I called American Home Shield( AHS) to come fix my furnace that was not working. I paid my $100 deductible. They failed to get someone to come out after 8 hours of me waiting they finally authorized another HVAC to come out. They come out I pay them $119 to diagnose my furnace and it needed a part that was $670.After 2 days of waiting they authorized this to be fixed and will reimburse me. ( I spent 2 days in the cold waiting) They stated it would take **** days for reimbursement. I call 2 weeks later they state that their AP is behind and will be another 3-4 wks. I get a different answer each time I call. It is March 1st I still don't have my money which totals $ 890! They keep giving me the run around and I need my money to pay my bills. It has been 6 weeks now. I pay them monthly $45 to not have to pay this amount out! I am beyond frustrated and mad. My ID account # is *********- I sent it everything they asked for on 1/23/23! Please help me get my money and I also would like them to reimburse me the last year I have paid them for the inconvience this has caused from me having no heat( Waiting for them to authorize it) and now waiting 6 wks to get my money and the total lack of not caring at all. No empathy towards me. Total for the last year I have paid them is $540.00. I feel that is fair and I am cancelling this account once I have my money and it clears the bank. Recap: $100.00 paid to them decuctible- $119.00 for diagnostic paid $670.00 paid for install and part Total owed to me: $889.00 Thank you!
Business Response
Date: 03/28/2023
March 28, 2023

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

RE: *************************; AHS Plan No. *********; BBB Case No. 19633453

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. AHS request the plan holder reject this response, attach their paid invoice to this complaint, and confirm their proper mailing address. Alternatively, the plan holder may accept this response, email ************************************************************ directly with the above requested documents and confirmed mailing address. Once the requested information is received,the check will be processed. Although not liable to do so, AHS has agreed to reimburse the $100 trade service call fee paid for this service request. The plan holder can expect to receive that reimbursement within 10 to 14 business days. AHS will await the requested information.

Thank you for your consideration.

Sincerely,
American Home Shield Corporation
Customer Answer
Date: 03/29/2023

Better Business Bureau:

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

Sincerely,

*************************
9 *******************
******, ** 16426

Customer Answer
Date: 04/18/2023
Today is the 14th day and I have not received my 100 or any communication
can you please advise
Customer Answer
Date: 06/29/2023

Complaint: 19633453

I am rejecting this response because: Today is the 14th day and I have not received my 100 or any communication

can you please advise

Sincerely,

*************************
Business Response
Date: 07/03/2023
July 3, 2023

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

RE: *************************; AHS Plan No. *********; BBB Case No. 19633453

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

Thank you for making ** aware of **************** issue through the Better Business Bureau. We take customer satisfaction very seriously, and sincerely apologize if **************** has not been entirely satisfied with our service.

On March 31, 2023, AHS ********************* reversed the $100 trade service fee back to **************** account that was used to make the payment, the reversal was completed. **************** may want to contact her financial institution with regrade to the reimbursement.
We take your concerns seriously and thank you for raising them to our attention.We value **************** as a member and hope to provide them with a positive customer experience in the future.
Thank you for your consideration

Sincerely,

****************
AMERICAN HOME SHIELD CORPORATION
Initial Complaint
Date:03/22/2023
Type:Customer Service 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 home warranty with American home Sheild on my home with well pump coverage. my wife called the company on 1-30-23 when my well pump failed. She was told by customer ********************** that they had to look for a service provider in my area and would put us on a waiting list till they found a service provider. I called back the next morning and was told to call back in 4 hours, that they still hadn't found a service provider in my area. I called back around 2pm and was told still no provider. i asked if i could use a local company, in my area and that i needed water to my home. she said yes and that They had to be state licensed and insured and not on there do not use list and gave me there email adress to send a estimate. I called a company and they had to change the well pump and discharge pipe which was bad. I sent the bill to there email and they denied it saying i needed ok before work was done to see if it was covered. I added well coverage last year when the contract renewed . I paid the bill for the repairs, $1204.25
Business Response
Date: 03/26/2023
March 26, 2023

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

RE: ***************************; AHS Plan No. *********; BBB Case No. 19633452;***************************

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.

Please be advised the owner of the above-mentioned warranty plan is ****************************

I have reviewed AHS records regarding this matter. On January 30, 2023, a service request was placed on the well pump. On January 31,2023, AHS approved the plan holder to hire their own licensed and insured contractor to diagnose the well pump and report their findings directly to AHSAuthorizations Department for approval prior to implementing any repairs. To date, AHS has not received that call from the plan holders contractor for authorizations. On February 13, 2023, the $125 trader service call fee for this request was reimbursed.

Although not obligated, in order to resolve this matter amicably, the plan holder may reject this response and attach the paid itemized invoice for the well pump 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 Corporation
Initial Complaint
Date:03/22/2023
Type:Customer Service 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.
Called on February 6th to file a request for a water heater. At this point I was charged $100 to send out a contractor to look at the water heater.HSA sent out an HVAC crew who was not authorized to complete the job. I called HSA and told them about their error. They said I would be refunded for that charge and charged me an additional $100 to send out a plumber.I have since called twice regarding the refund. They have not processed it refund and each time I have called have said I need to wait **** business days for my refund and refuse to send me evidence my refund is being processed. I have now spent hours dealing with this company and still have no evidence of a refund as of March 1st 2023
Business Response
Date: 03/25/2023
March 25, 2023

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

RE: *******************************; HSA Plan No. *********; BBB Case No. 19633451

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

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

I have reviewed HSAs records regarding this matter. HSA does apologize for the plan holders frustrations regarding this matter. On March 3, 2023, the $100 trade service call fee was reimbursed for the service request placed on February 1, 2023.

Thank you for your consideration.

Sincerely,
Home Security of *************
Initial Complaint
Date:03/22/2023
Type:Customer Service 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 signed up for an AHS home warranty in late July of 2021. The first time I attempted to utilize said "warranty" was in February 2023 (after spending over $1,000 on monthly fees for said "warranty"). I paid $100 for a contractor chosen by AHS to check a sconce (wall) light that had ceased working. The light had been installed in our home more than 20 years prior by a paid contractor and had worked for all of those years until recently. The contractor's conclusion was that the light fixture was faulty (socket in particular) and that it was "not normal wear and tear," and therefore the cost of replacement was not covered under the AHS "warranty." I was livid; how could these circumstances NOT be "normal wear and tear," when the fixture was attached to the wall and over 20 years old? I immediately cancelled my warranty and challenged the $100 service fee with my credit card company. Now AHS is trying to claim that I owe them $100 for the bogus service call (I assume the credit card company reversed the charge, having found in my favor but I have not heard that from my credit card company). AHS wanted me to pay for ANOTHER of their chosen contractors for a "second opinion." I find this whole outfit to be a fraud and I believe the contractor did what he needed to in order to avoid liability by AHS for coverage. I want this abhorrent company to clear the $100 charge it claims I owe them, stop harassing me with their claims that I OWE THEM, and pay my costs for the replacement fixtures (which I had a friend install at no charge) of $71.24 (Amazon receipt provided). As far as I am concerned, they should be paying me all of the monies back that I have paid them since July 29, 2021.
Business Response
Date: 03/28/2023
March 28, 2023

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

RE: ***********************; AHS Plan No. *********; BBB Case No. 19633450

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 9, 2023, an electric service request was placed and ******************** was dispatched to diagnose the current electrical malfunction. On February 13, 2023, it was reported there was a light fixture that was physically damaged,additionally it was mounted illegally and needs an electrical box. Section E.3 of the warranty plan states lighting fixtures are not a covered item under this warranty plan. Therefore, based on the information received and the terms of the warranty plan, the claim was denied. AHS will not comply with the plan holders demand to reimburse for the non-covered light fixture.

The plan holder elected to dispute the rightfully due trade service call fee paid for the above referenced service request, with their financial institution. The $100 trade service call fee was removed from AHS. Although not obligated, in an attempt to resolve this matter amicably, AHS has agreed to waive this rightfully due trade service call fee. The plan holder *** disregard any ******** that *** cross via mail and/or remail regarding this fee, dated within the next 10 to 14 days, while the waiver is being processed.

Thank you for your consideration.

Sincerely,
American Home Shield Corporation
Customer Answer
Date: 06/30/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution. However, up until present day (6/30/23) the $100 trade fee has still not been credited to my card (and it was reinstated by my cardholder). PLEASE ISSUE THE REFUND IMMEDIATELY.

Sincerely,

***********************
***************************************
************, ** 46205
Initial Complaint
Date:03/21/2023
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.
Service diagnosis performed 3/14/23. A technician came to check my refrigerator as it was not cooling properly. *********************** said he would order a valve, a sensor and would add freon to my 2 year old ******* refrigerator. He returned on 3/16/23 for the repair and when he left he charged me $901.16. He did not leave my refrigerator in working order but caused another issue. It started to make a loud noise, louder than my pool pump. I called ProConnect to get someone out as soon as possible as I was losing all my food, it was all spoiling by that time. They set an appointment for 3/18/23 which they canceled on that same day. I was left helpless, It had been 5 days since they came to inspect it and it still was not fixed. They offered a refund of only $812.21, the rest was not being refunded. They treated me unfair, I requested a full refund and they rejected me. They not only did not fix the problem but they caused a bigger issue and all my food got spoiled. What I went through is very aggravating and I hope this complain helps other people not get scammed and robbed of their money. They need to be aware this is not a professional, reputable company. They cannot be trusted as they are inept and they take advantage of people. Please help prevent this from happening to other people.
Business Response
Date: 04/03/2023
April 3, 2023

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

RE: *****************************; AHS ProConnect No. ******; BBB Case Number: 19632972

Dear **************************,

American Home Shield Corporation ProConnect (AHS) is in receipt of a letter. The correspondence 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 refrigerator service request to a resolution. We hate to hear the interactions with us have been less than satisfactory. AHSs ProConnect records reflect on March 14,2023, ***************************** requested a retail service appointment for the refrigerator, and the request was dispatched to ***********************. The Pro technician reported repairs were completed. On March 18, 2023, ***************************** advised the refrigerator was making a loud noise and requested a warranty appointment.However, AHS ProConnect did not have an available AHS ProConnect Pro to dispatch the request to. Therefore, to resolve the issue, AHS ProConnected agreed to refund ***************************** $812.00 for the refrigerator repairs/services that were completed by ***********************. AHS ProConnect denies any further liability with respect to this matter.

Thank you for your consideration.

Sincerely,

American Home Shield Corporation

*****************************
Claims Resolution Specialist
Initial Complaint
Date:03/21/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a home warranty. I filed a claim because my toilet was woblbing. I payed my copay of $125 to the insurance. They sent out *******************. The insurance called me later and said that replacing the toilet ****** wouldn't be covered. The plumber quoted me $450 to replace the ******. I paid their plumber replace the ******. I
Business Response
Date: 03/24/2023
March 24, 2023

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

RE: *********************;AHS Plan No. *********; BBB Case No. 19632617

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

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

I have reviewed AHS records regarding this matter. On March 15, 2023, a service request was placed on the toilet and ******************* was dispatched to diagnose any problems. On March 16,2023, it was reported the ****** failed due to secondary damage which is not normal wear and tear. Section A.2 of the warranty plan states coverage under this contract includes normal wear and tear malfunctions during the contract term. Section I.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, 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, based on the information received and the terms of the warranty plan, the claim was denied. Although not liable to do so, AHS has agreed to reimburse the $125 trade service call fee paid for this service request. The plan holder can expect to receive that reimbursement within 10 to 14 business days.

Thank you for your consideration.

Sincerely,

American Home Shield of **********, ****
Initial Complaint
Date:03/21/2023
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.
We sold our house so needed to cancel our home warranty as we currently have nothing to warranty. The gentleman I spoke to on the phone indicated that since I will consider returning to American home shield when we do purchase another home that they would not charge what is really a ridiculous administrative fee of one month. However I received an invoice indicating that I was being charged contrary to what I was told on the phone.
Business Response
Date: 03/24/2023
March 24, 2023

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

RE: ***************************;AHS Plan No. *********; BBB Case No. 19632587

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. Although not obligated, AHS has agreed to waive the rightfully due administrative fee ($97.99). The plan holder *** disregard any ******** that *** cross via mail and/or email dated within the next 10 to 14 business days regarding this fee.

Thank you for your consideration.

Sincerely,
American Home Shield of *****, ****
Customer Answer
Date: 03/24/2023

Better Business Bureau:

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

Thank you.

Sincerely,

*********************************
*********************************
******, ** 75206
Initial Complaint
Date:03/21/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a home warranty I contacted them on 3/18 for a water leak paid the service fee as of today I still have not been given a contractor to repair the leak. It is covered under the warranty I reached out and they told me that I would have to wait that they in the process of assigning a contractor it has been 3 days and the leak is causing damage they told me that they are not responsible for any damage the leak is doing. The contract states they send a licensed contractor within 24 hours it has been 3 days. I also explained because if I turn the water off it turns the water off in the whole house so my water consumption will also be higher. I paid for this home warrant and I have lived up to my part of the contract and also paid for the service fee but they have breached their part of the contract and I find this unacceptable that they are not living up to a legal contact what are my choices to make this company live up to the contract and pay for damages that are caused by them not living up to their part of the contract. I just want my leak to be repaired and for them to pay for damages because it is their fault for not sending a contractor within the 24 hour time frame they advertise I have attached a copy of the contract info and circled service fee amount and coverage
Customer Answer
Date: 03/24/2023
I just wanted to update you I have reached out to the home warranty company to see if they have assigned a contractor it has been a week and they still don't have one. The suggested I hire my own contractor. I am not in a finical position to pay for a contractor. This the whole reason I bought the home warranty so I would not worry since I filed now my toilet is not working properly. I am in a wheelchair and now I have a toilet that is not working no hot water and a leak and they told me I will have to wait till they find a contractor. I asked them to give me my money back that I paid for the home warranty so that I can find another company to help me. I know I have to be patient. This is causing me physical harm now. I live alone I have no family to help and I don't have the money to pay an outside contractor. If I were to do that they only reimburse what they pay their contractor so I would have to pay the difference. This company has no business sell home warranty's and I would not give them a good BBB rating.
Business Response
Date: 04/03/2023
April 3, 2023

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

RE: *******************; HSA Plan No.618018118; BBB Case No. 19631304

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 apologizes for *************** frustration regarding this matter. On March 18, 2023,HSA submitted the leak service request to HSA dispatch department to locate a company in the area to service the leak. When a company is located company to service ************** will receive a call to schedule from the company.

HSA can offer ************** outside authorization for the service of leak, section C.3 of the warranty plan states if HSA cannot provide a contractor for you, HSA will approve the use of a contractor outside of its network. We have the sole right to determine if items will be repaired or replaced. HSA 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 HSA before any reimbursement will be paid. The guidelines for outside authorization: Tech must be insured. Tech must be licensed if applicable in that state. Contractor must call HSA with diagnosis and estimate before any work is complete, and reimbursement is made at ************ Customer will be responsible for charges up front.

If ************** has any additional questions with regards to outside authorization,she may contact HSA directly for additional assistance.

With regards to damage, section F.9 of the warranty states secondary damage,consequential damage or any damage caused by or resulting from the failure or malfunction of covered or non-covered Component Parts. Any damage resulting from the actual repair or replacement itself. Conditions beyond our control including delays in obtaining parts, relocation of equipment or labor difficulties including, but not limited to, additional costs associated with repair or replacement of a covered mechanical system due to space restrictions or location of the covered equipment. Any damage alleged to be caused directly or indirectly by the services or the timeliness of the services provided by us.Therefore, HSA is not liable for any cost of damage.

In light of the inconvenience and delay encountered, HSA has waived the trade service call fee that was due, and a $100 trade service call fee reimbursement will be issued back to the payment source from which payment was made in approximately ***** business days.
Thank you for your consideration

Sincerely,

HOME SECURITY OF AMERICA, ****
Customer Answer
Date: 04/03/2023

Complaint: 19631304

I am rejecting this response because:
I explained to the home warranty company I live off of social security and my income does not allow any extra cost outside my budget. I explained to them the reason for getting the home warranty was because I could not afford to have large outside repairs and this is why I purchased a home warranty. I do not have the money to hire an outside contractor and I feel that they are pressuring me to go with an outside contractor or be at their mercy. It is now going on 4 weeks and the leak still has not been repaired. They also told me on 3/31 that they would not reimburse me the service fee that I paid and that I would need to wait.
I live alone and have no family that I can ask for help to pay for a contractor. The whole reason for purchasing the home warranty was because I am not in a position to pay for huge repairs. I paid for the home warranty all up front for the full year. As I understand their response is either I hire an outside contractor or my leak won't be fixed. I have explained to them I am not in a financial position to do that.
Sincerely,

*******************
Customer Answer
Date: 04/06/2023
Since I received the email with the companies response I have reached out to local plumbing companies and asked if they would bill the home warranty directly and all said no that I must pay and that I should file for reimbursement from the home warranty company myself.
I have explained to HSA that I am not in a position to pay a contractor upfront since I live off of a social security income and have a very tight budget. I live alone and have no family. So this leaves me at the mercy of HSA it has been 1 month and I still have a leak.
at this stage I would wish to be refunded the total amount I paid up front for the home warranty of $560 plus the $100 service fee I paid in March. In their response you sent me it said they were going to waive that fee and it would be refunded. I spoke to them today and an ****** informed me they could not refund the $100 service fee and that they can not find a contractor and won't be able to fix my plumbing problem.
1 month is not a acceptable time to find someone. I reached out to a plumber's in my area and they said the charge a $200 service fee just to walk in the door and then what ever the cost would be. They also told me they would not bill HSA and they don't like to work with home warranty companies because they dont pay the going rate and takes forever for them to get paid. I am not sure of my options going forward. I know there is a company called Arbitration.org that help people resolve these types of issues.
it is hard for me to believe the BBB would support a company like HSA
when I went online to research them it was horrific what I learned class action suites and 100's of people like me not having the contract honored.
I really hope that BBB can help going forward.
my situation has not changed and I see no hope of getting it resolved. Thank you for your time.
sincerely
*******************
Business Response
Date: 04/10/2023
April 10, 2023

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

RE: *******************; HSA Plan No.618018118; BBB Case No. 19631304

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 apologizes for *************** frustration regarding this matter. HSA dispatch department is still attempting to locate a plumbing company to service. In order to amicably resolve this issue, HSA can offer ************** $150 upfront in order to obtain a diagnosis from a third-party plumbing company. If ************** would like to accept HSA offer, she may submit a verified mailing address to receive the check.

When ************** is in possession of an invoice or estimate from the plumbing company, she may forward the detailed information to me for review. The requested information should include an itemized breakdown of the costs incurred or estimated for the repair, as well as the technicians diagnosis of what caused the failure. When I Have received and reviewed the requested information, you will be further advised of HSA position.
Thank you for your consideration

Sincerely,

HOME SECURITY OF AMERICA, ****
Customer Answer
Date: 04/10/2023
In regards to the letter I received today I want to be clear as to exactly what it involves and they are offering $150 for a a plumber to come out. I would need to find out the cost for an onsite evaluation I am not in a position to lay out any money upfront.
i want to understand the process more after I get a written evaluation from the plumber and send it onto HSA for detailed info and cause how they are planning to pay for the repair. I have called several plumbing companies and they will not agree to bill HSA for work. They expect payment at time of repair. Before I agree to this I want more clarification I can be reached at ************ Thank you *******************;
Customer Answer
Date: 04/11/2023

From the CONSUMER:
Sent 4/10/2023 8:59:10 PM
In regards to the letter I received today I want to be clear as to exactly what it involves and they are offering $150 for a a plumber to come out. I would need to find out the cost for an onsite evaluation I am not in a position to lay out any money upfront.
i want to understand the process more after I get a written evaluation from the plumber and send it onto HSA for detailed info and cause how they are planning to pay for the repair. I have called several plumbing companies and they will not agree to bill HSA for work. They expect payment at time of repair. Before I agree to this I want more clarification I can be reached at ************ Thank you *******************;
Business Response
Date: 04/20/2023
Please see the attached correspondence.
Customer Answer
Date: 04/20/2023

Complaint: 19631304

I am rejecting this response because:
As I told *** I will need to reach out to plumbing companies and get a price for giving a diagnosis then once I find out the price I will contact them with the information I found out for the charge. I also explained to them after I get a diagnosis that I was not in a position to pay for the repair upfront with the plumbing company and the companies I spoke to in the beginning of this process said they would not have direct contact with *** that I would be the one to pay them. They will not bill *** or contact them. In the *** response letter it states after diagnosis that I should direct the plumbing company to *** but they were clear they wanted nothing g to do with *** so that will be a big problem since *** clearly states that they should contact them directly.
I told *** I would reach out to local company's and I have I am waiting for several calls back on when they can come out for the diagnosis and I am also waiting on a price. Until all of these things are cleared up and I am not responsible for paying them directly I can not agree that this matter has been resolved yet. Sincerely *******************;
Sincerely,

*******************
Business Response
Date: 05/04/2023
May 4, 2023

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

RE: *******************; HSA Plan No.618018118; BBB Case No. 19631304

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 apologizes for *************** frustration regarding this matter. On May 2, 2023,************** informed HSA that she was able to locate a plumbing company to service the home on May 9, 2023. On May 4, 2023, HSA processed a $150 reimbursement for the cost of the diagnosis for the third-party company. ************* will receive the check within 1-2 business days.

When ************** has an estimate from the plumbing service request, she may submit for review. HSA will continue to work directly with ************** until the plumbing issue is resolved.
Thank you for your consideration

Sincerely,

HOME SECURITY OF AMERICA, ****
Customer Answer
Date: 05/04/2023
Hello *********** explained to the home warranty company that I found a plumbing company to come out but he informed me that he would want to do the repair that day that he will give me a diagnosis but if I don't have it repaired on 5/9 he would probably not be able to come back out to do the repair since it is a small job and he is just to busy. If he does have to come back out it may be 3 months or longer. I also explained to ****** from the home warranty company that I was in no position to pay the plumber and that if they could not have the $150 to me before 5/9 I would need to cancel. I only have 48 hours to cancel or the plumbing company will charge me the full $150 for cancellation. I am sorry but I just do not have $150 to use to pay them upfront and I won't give them a check without having the money in my bank. Also I explained that my bank is in ********* ******** and I will have to go there to cash the check it is a 1hr and 45 minute drive home warranty company was aware of all these things and since tomorrow is Friday and the appointment is on Tuesday I am not sure there is enough time for me to do my part. I also had a surgical procedure done today which makes it hard for me to travel at this time.
I have no choice but to see if the check comes by Saturday otherwise I plan to call the plumber to see if he will let me reschedule for another day.
thank you *******************
Customer Answer
Date: 05/05/2023

From the CONSUMER:
Sent 5/4/2023 7:16:40 PM
Hello *********** explained to the home warranty company that I found a plumbing company to come out but he informed me that he would want to do the repair that day that he will give me a diagnosis but if I don't have it repaired on 5/9 he would probably not be able to come back out to do the repair since it is a small job and he is just to busy. If he does have to come back out it may be 3 months or longer. I also explained to ****** from the home warranty company that I was in no position to pay the plumber and that if they could not have the $150 to me before 5/9 I would need to cancel. I only have 48 hours to cancel or the plumbing company will charge me the full $150 for cancellation. I am sorry but I just do not have $150 to use to pay them upfront and I won't give them a check without having the money in my bank. Also I explained that my bank is in ********* ******** and I will have to go there to cash the check it is a 1hr and 45 minute drive home warranty company was aware of all these things and since tomorrow is Friday and the appointment is on Tuesday I am not sure there is enough time for me to do my part. I also had a surgical procedure done today which makes it hard for me to travel at this time.
I have no choice but to see if the check comes by Saturday otherwise I plan to call the plumber to see if he will let me reschedule for another day.
thank you *******************
Business Response
Date: 05/09/2023
May 9, 2023

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

RE: *******************; HSA Plan No.618018118; BBB Case No. 19631304

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 apologizes for *************** frustration regarding this matter. On May 9, 2023. HSA received the plumbing invoice for repair, HSA has approved the plumbing repair. HSA has processed the reimbursement of $190 for the plumbing repairs, she will receive the reimbursement within **** business days.
Thank you for your consideration

Sincerely,

****************
HOME SECURITY OF AMERICA, ****
Customer Answer
Date: 05/09/2023

Better Business Bureau:

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

Sincerely,

*******************
*********************************
*********, ** 21532
Initial Complaint
Date:03/21/2023
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 company has failed me several time to taking my money and sending people who are not fixing anything. When you call all they can do is escalate the issue. No solution to the issue at hand. My refrigerator has been down for almost a month, the day it went out I call American home shield, and then set me up an appointment, ************ came to my home and looked and decided he could fix it, he ordered the parts and then he set up an appointment for 3.16.23 on that very day I got a call that said my appointment was rescheduled to 3.21.23, get to this date and they do the same thing rescheduled me to 3.28.23. I have small children and it has been a month with no refrigerator. They wont help you get set up with another company, then want to make excuses. The worst company I have ever came across in my life!!!!!!!!!!!!!
Business Response
Date: 03/29/2023
March 29, 2023

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

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

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.

Please be advised the owner of the above-mentioned warranty plan is *********************************

I have reviewed AHS records regarding this matter. AHS does apologize for the plan holders frustrations regarding this matter. On March 6, 2023, a service request was placed on the refrigerator and ***** was dispatched to diagnose any problems. ***** records indicate on March 28, 2023, the refrigerator repairs were complete. Although not liable to do so, AHS previously agreed to reimburse the $75 trade service call fee paid for this service request. The plan holder can expect to receive that reimbursement within 6 to 10 business days.

Thank you for your consideration.

Sincerely,
American Home Shield of *****, ****
Initial Complaint
Date:03/21/2023
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 had contacted AMERICAN HOME SHIELD about a washer, dryer, refrigerator, the vendor company they sent over has taken for ever to resolve some repairs finally they fixed the second one but the washer has not been fixed and this has been going on since December 4 2022, every time I call AHS I get different people no one can give me a straight answer and keeps transferring me to a different person, I had file a complain to the LA APLIANCE REPAIR and yesterday they said another part is needed so that means another month! with this kind of weather I just can't be going out to the Laundromat, what is the insurance for? I need answers and no one seems to care I trusted that LA APLIANCE was going to finally fixed it last time back on 02/28/23 the schedule to be fixed on 3/20/23, please help me resolve this problem as soon as possible thank you, copy of how I trusted them to come and fix it I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They have sent a technician to re-inspect the problem on 02/21/23 and he said the problem is the transmission and he will be back with the part to replaced it I'm trusting them again to finish the job as soon as possible I will keep you posted, Sincerely,
Business Response
Date: 03/30/2023
March 30,2023

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

RE: ***********************; AHS Plan No.609888548; BBB Case No. 19630982

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 Ms. ******* frustration regarding this matter. On March 30, 2023, ************ Service informed AHS that they have not received all the parts to complete the repair for the washer. AHS agrees to replace the washer in accordance with the terms of the warranty plan. Section A.4 of the warranty plan states AHS has the sole right to determine, according to the terms of this contract, whether a covered item will be repaired or replaced. When making replacements, AHS is responsible for installing replacement equipment and parts of similar features, capacity, and efficiency,but not for matching dimensions, brand or color. AHS is not responsible for matching any feature of an existing item that does not contribute to the primary function of that item. The Appliance Purchasing will contact **************** to discuss the replacement. If **************** would like to contact the appliance purchasing department, at ************ to discuss the matter.
Thank you for your consideration

Sincerely,

AMERICAN HOME SHIELD OF **********, INC.

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