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

18,261 total complaints in the last 3 years.
4,981 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:03/21/2023
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.
We are 4+ year clients of American Home Shield. We Reported a problem for a leaky water heater on the evening of 3/15 on line. A plumber (****************) was dispatched to the house on 3/16. He checked system and indicated the water heater needed replaced. Went out to truck for 20 minutes. Came back in. When was the last time the water heater was drained? We have been in the house **** months. Had AHS on previous house. I answered I have not drained as this is something typically done in Spring. Technician went out to truck again. Came in 10 minutes later. Claim was denied because the water heater had not been drained since ****. Very interesting. We questioned technician. He stated that is what the claims team advised him to write. I have to play by their rules. You understand. These are the technician's response. * The system was inspected at closing by a maintenance man and all maintenance appeared in order. The water heater was from ************************************************** such excellent working condition.I called. Spoke to 2 individuals (offshore) who indicated there was not much I could do. As I persisted, I was informed I would be called by a Manager within ***** hours. Today is Tuesday 3/21. No call. My only offer of assistance was to get and pay for a 2nd opinion. My question is why would this matter if the claims team is going to tell the technician what to write. My contention: * There was no lack of maintenance and making a written statement that the system had not been maintained since **** is false. Would like to see proof that the system was not maintained and that rust corroded the bottom of the unit. That is not the case and pictures will prove that.* There is a charge against AHS that the claims examiner who reviewed the case denied the claims in an arbitrary and capricious manner. Additionally, AHS acted unprofessionally directing the plumber what to write to have proof to deny the claim.
Business Response
Date: 03/29/2023
March 29,2023

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

RE:****************************; AHS Plan No.619641028, BBB Complaint Case No. 19630685

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

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

Thank you for sharing Mr. ******** feedback and we apologize for any frustrations and inconveniences he may have experienced. Our records indicate that on 3/16/23 a work order was created for a water heater, and per the technician, tank is leaking,and has not been flushed since 2003. The water has sat in the tank and built up a sediment at the bottom. Failure is due to improper maintenance. On 3/17/23 a second opinion was assigned, and on 3/20/23 *****************************, called and informed the agent that they no longer needed the service. The technicians are our eyes and are dispatched to the home to diagnosis the failure to the covered item. They submit their report to AHS. In no way do AHS tells the technician what to write, AHS is not there to diagnosis the issues, and we have no idea what is going on with the unit, until we receive the report from the technician. If ****************** would like ******************, with the service fee waived, he can reach us at ************.

Thank you for your consideration.

Sincerely,

American Home Shield of *****
Customer Answer
Date: 03/30/2023

Complaint: 19630685

I am rejecting this response because of failure to state the facts correctly.
Fact #1) Technician told us ver****y that AHS employee told him what to write. That is part of my complaint because this would be an illegal type of steering for a claims adjuster to tell a certified plumber what to write with the outcome being to deny a legitimate claim.
Fact #2. Home was purchased 11/2021 with a move in date late December 2021. How could a technician know and ascertain that the system was not maintained. Was a crystal **** of some type used. We moved in and were told the system was maintained. This is impossible to ascertain. When I asked the plumber this question, that is when he told me that that is what he was told to write.
Fact #3. It is impossible to determine the cause from an external view of a water heater.
We did indeed cancel the reinspection because we had to make an emergency repair- water leaking through roof of 2nd floor from the water heater. The 2nd opinion was scheduled for 4 days later. Not quite matching the emergency situation that was at hand.
This response does not deal with the complaint:
* Certified plumber was directed to write a response that would fall in line with a denial. ******* says so and no basis to say system was not maintained. We only lived in the house for 14 months (not 20 years).
I am writing to have this reviewed, not just a blanket denial with no investigation into the facts which were not addressed in this response.

Sincerely,

***************************
Business Response
Date: 03/31/2023
March 31,2023

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

RE:****************************; AHS Plan No. *********, BBB Complaint Case No. 19630685

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

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

Thank you for allowing us the opportunity to assist ****************** with his complaint. AHS relies on the diagnosis from our licensed and trained technicians to determine the repairs needed. The technician has reported that the water heater failed due to improper maintenance, AHS has no way of knowing the issues with the unit unless the technician tells us, Im not sure why the technician informed ****************** this information, but it is a false statement. ****************** was offered a second opinion and he declined. Although not obligated, in order to resolve this matter amicably, ****************** may email the paid itemized invoice for the water heater repair directly to ************************************************************ for processing. 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 of *****
Initial Complaint
Date:03/21/2023
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.
Re: American Home Shield warranty policy #********* This is regarding my request for a Cash In Lieu offer pertaining to dispatch #*********. This request was submitted on the afternoon of 2/16/2023 after my water heater failed. The tech assigned to the repair submitted his request for the new water heater and parts, outlining my out-of-pocket costs. I opted for the *** offer that afternoon and called AHS with that request. I was told I would have that in my inbox within **** hours. I still have not received that *** offer. Since Feb 16, I have made ten or more follow up calls over the subsequent weeks. Each time I speak with someone, I get the same kind of answer, We are waiting on authorization / We will submit another form / We are waiting on the technician to submit pricing / We are waiting for the parts department...etc." I spent the following two weeks with no hot water (waiting for my *** offer), as my calls resulted in being rerouted to other customer ********************** agents and then to escalations three times at my behest. I eventually hired my own contractor to do the work so that my family could bathe, wash dishes / clothing and have basic needs met. I have even been advised by ***** , AHS Supervisor from Escalations, to write to the claims department at *************************************** and and to submit my receipt for my water heater purchase. I did that. That email was returned with an error Delivery Status Notification (Failure)". I spoke with ***** again, he asked me to send my email directly to him (email attached) so that he could submit it himself to the claims department. He said he would call me in 24- 48 hours with an update. I never heard from him again.On 3/16/2023, I called AHS again. The agent I spoke with said the *** offer was sent to me via email on 2/28/2023. There is no evidence of this. I never received it. I have spent so much time, stress and effort trying to get what I am entitled to as stated in my contract. I have had it with AHS.
Business Response
Date: 03/22/2023
March 22, 2023

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

RE: *****************************;AHS Plan No. *********; BBB Case No. 19630666

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 attach their paid invoice for the water heater replacement was installed by a licensed and insured contractor, the receipt for the water heater itself if purchased separately,and the plan holders confirmed mailing address. Alternatively, the plan holder may email the requested information directly to ************************************************************. Once the requested information has been received and reviewed, AHS will advise of our position.

Thank you for your consideration.

Sincerely,
American Home Shield of *****, ****
Customer Answer
Date: 03/22/2023

Complaint: 19630666

I am rejecting this response because:
I never received a Cash in Lieu Offer that outlines the requirements for repair should I accept that offer. This is the important factor. I requested it several times. I NEVER received the information and it was not lack of trying. After two weeks from the initial request (without hot water to my household), waiting and getting no help from American Home Shield I hired my own trusted contractor to do the job.
Because I never received the *** offer that would specify the qualifying information for the installation of the water heater, I do not have the invoice from the contractor in my possession. NO customer ********************** or escalations officer I spoke with was willing to give me ANY information about what would be outlined in the offer. I have the receipt for the cost of the new water heater (attached). I am only seeking reimbursement for this hard cost ($605.12). I am also providing a photo as proof of the installed water heater that I took just minutes ago as I write this.
After reviewing my contract again this morning, I cannot find stated any specifics outlining exactly needed to be supplied after accepting *** offer, or or what measures of proof. In fact there is only seven brief mentions of the word "Cash In Lieu" within the contract, not one of them really outlining what that entails, specifically. In an ideal situation I would have received the Cash In Lieu offer prior to hiring a contractor and buying the replacement water heater myself, but since I never received the *** offer, I was forced to make these uneducated guesses.
Sincerely,

*****************************
Business Response
Date: 03/24/2023
March 24, 2023

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

RE: *****************************;AHS Plan No. *********; BBB Case No. 19630666

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

American Home Shield (AHS) is in receipt of your letter enclosing additional correspondence from plan holder.

AHS has previously received and reviewed plan holder's complaint and stated its position regarding this matter. Although not obligated, AHS has agreed to reimburse the $605.12 requested by the plan holder. AHS request the plan holder reject this response and confirm their proper mailing address. Alternatively, the plan holder may email the requested information directly to ************************************************************. Once the requested information has been received the check will be processed. AHS does request at the plan holders convenience, the paid invoice to the licensed and insured contractor is emailed directly to **************************************************** to continue coverage on the water heater.

Thank you for your consideration.

Sincerely,
American Home Shield of *****, ****
Customer Answer
Date: 03/24/2023
I have read the response, but just to clarify, I am confirming that this was a typo below from American Home Shield's previous response. and that I should ACCEPT the response (not reject) and provide my mailing address.
"AHS has previously received and reviewed plan holder's complaint and stated its position regarding this matter. Although not obligated, AHS has agreed to reimburse the $605.12 requested by the plan holder. AHS request the plan holder reject this response and confirm their proper mailing address..."
Customer Answer
Date: 03/27/2023

Complaint: 19630666

I accept the reimbursement of $605.12 .
This is my mailing address:

************************************************************

Sincerely,

*****************************
Customer Answer
Date: 03/29/2023
Just to confirm, I did as requested and rejected the response (see below) and provided my mailing address and got the below response. The reimbursement IS my desired response, so I am confused. Does this mean I will be getting the the reimbursement of $605.12?

See below:
Complaint: 19630666

I accept the reimbursement of $605.12 .
This is my mailing address:

8733 *************.
****** ** 78748

Sincerely,

*****************************
While we were unable to reach your desired resolution, the business has provided your Better Business Bureau (BBB) with its position. This matter is now closed in BBB files, and will appear in the company's BBB Business Profile as: "Answered - the business addressed the issues within the complaint, but the consumer remains dissatisfied."

Please note, the text of your response may be publicly posted on BBB's website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language.

We appreciate the opportunity to be of service, and sincerely hope you will contact us for future pre-purchase information.
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 with American Home Shield, so I called because my microwave went out on the first of January, I called the business to have it repaired and a tech came out and said he had to order parts and come back and replace them. Today is March 21st and still, my microwave is not fixed. I have continued to call American Home ****** and each time I'm told that they tried to reach the tech but have not been able to, they continue to email the business and say someone will get back to you within 48 hours. Can I please get some help getting my microwave fixed? Thanks!
Business Response
Date: 03/23/2023
March 23, 2023

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

RE: ***********************;AHS Plan No. *********; BBB Case No. 19630322

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 23, 2023, the decision was made the microwave 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:03/21/2023
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.
Contacted American Home Shield to get a refrigerator ice maker fixed. They sent out a contractor. The contractor replaced something and then left without checking to see if it actually fixed the issue. He said he would come back but never did.Whatever he installed, which I think is some kind of motor, starting revving out of control. This eventually broke and now my entire freezer is dead because of it, along with the original ice maker problem. I attempted to contact the contractor via the same phone number they called me on, no answer. I tried calling their support, no answer. I attempted to get a recall completed by AHS, no recall.I attempted yet again to get AHS to send out a new technician but their customer support refused and told me they could only send out someone to fix the original problem, which was the ice maker. THEIR OWN CONTRACTOR BROKE OUR FREEZER AND THEY WILL NOT FIX IT. On top of that, we lost around $250 worth of meat and frozen foods that need to be reimbursed. AHS refuses to reimburse and we cannot get a hold of the contractor responsible. They have taken zero accountability for their work and refuse to correct the issue that THEY CREATED.
Business Response
Date: 03/29/2023
March 29,2023

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

RE:******************************; AHS Plan No. *********, BBB Complaint Case No.19629709

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

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

Thank you for sharing Mr. ****** feedback and we apologize for any frustrations and inconveniences he may have experienced. Our records indicate that there is an ice maker for a refrigerator ice maker, and he has an appointment for 3/29/23, and once technician arrives at the home and diagnose the issue with his unit, he will notify us of his diagnosis to repair or replace according to the guidelines in his contract, and he will be updated on the final decision. On 3/29/23 paperwork was submitted for refund of his service fee in the amount of $81.52; please allow ***** business days for processing, payment will be credited back to the original method of payment. On 3/29/23 paperwork was submitted for refund of his service fee in the amount of $81.38 for the work order created 12/10/21; please allow ***** business days for processing, payment will be credited back to the original method of payment.

Thank you for your consideration.

Sincerely,

American Home Shield of Washington
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 have a contract with American Home Shield that covers roof leaks. On 12/14/2022, we had a severe rook leak that was just above a furnace and dripping between the walls and coming out at a light switch plate. I contacted American Home Shield for service on 12/14/22 and requested service. I paid the $100 service call and waited the ********************************************************** I tried calling the company at the number provided by AHS and never got anyone on the line. Messages were left though the business name was not identified on the outgoing voicemail. I contacted AHS and was told to keep waiting. AHS was told by the company at some point that someone came out. I told AHS that no one had contacted me or come to my house at any point. They tried calling the company back and no one answered (based on what the call center person told me). I called three more times, was told the same thing each time, that I had to wait. I asked if there was anyone else and was told that they, AHS, had to wait to try to find a new vendor. With another storm forecasted within 24 hours, I called AHS and asked if I could hire someone myself and they said I had to keep waiting. I expressed my extreme concern for the incoming rain storm and they didn't seem to care. My husband finally got in touch with a local contractor, who came out as a favor to another mutual acquaintance. He immediately replaced the ridge gap caps that were no longer functioning properly and allowing the water to come in the roof. We had to pay $790 for service that AHS FAILED to even send anyone to in an effort to exercise our home warranty options. I would like to be refunded the $790 I never should have had to pay in the first place had AHS done their due diligence and looking for a new contractor when they were unable to contact the company they initially dispatched the job to. I have kids in my home that don't need to be exposed to furnace, power outages or mold caused by the leaks that AHS ignored.
Business Response
Date: 03/31/2023
March 31, 2023

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

RE: *************************; AHS Plan No.606196518; BBB Case No. 19629579

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

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

AHS apologizes for *************************** frustration regarding this matter. On December 14, 2022, a service request for repair for roof leaks was placed. AHS has reviewed ************** service request, AHS agrees to reimburse ************** $790 for the roof repairs, she will receive the check within ***** business days.
Thank you for your consideration

Sincerely,

AMERICAN HOME SHIELD CORPORATION
Customer Answer
Date: 03/31/2023

Better Business Bureau:

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

Sincerely,

*************************
*******************************
*******, ** 36804
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 have made several calls to AHS my former home warranty company to non renew my accounts. I have at least 4 and I made the decision to let them expire and not renew due to poor vendor quality. I have paid all I owe as far as service fees but some of those fees I believe they think that I am trying to renew with the payment and I am not My contracts were paid for 1 whole year and I don't want their services anymore
Business Response
Date: 03/30/2023
March 30,2023

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

RE:****************************; AHS Plan No. *********, BBB Complaint Case No. 19628627

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

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

Thank you for sharing Mr. ******* feedback and we apologize for any frustrations and inconveniences he may have experienced. Our records indicate that on 3/30/23 per his request his contract has been cancelled in full. On 3/30/23 paperwork was submitted to waive the monthly warranty cost of $45.99 for 3/5/23; please allow ***** business days for processing. He will receive an email confirming the cancellation of his home warranty plan.

Thank you for your consideration.

Sincerely,

American Home Shield of ********
Customer Answer
Date: 04/05/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution. I am still getting
emails telling me I owe money when I don't and I let the accounts expire and or cancel the policy

Sincerely,

***************************
***************************************************************
**********, ** 23704
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 put in a claim for my oven on 1/7/2023 the display panel and the broiler heat coil not working.. AHS sent a contractor out and on 1/21/23 I was sent a letter offering a partial cash out for the price of the display or AHS could repair the item and would take about 2-3 weeks but I would be without a oven. AHS sent the contractor out to remove the mother board from our oven on 2/7/23.. Now nearly 3 months after the claim was put in and 2 months after the motherboard was removed we have no oven/stove. We have a family of 4 including 2 small children and we cannot prepare quality meals at home and can't afford to keep going out to eat.. AHS has been saying for over a month that the item has been shipped and keeps saying 2-3 weeks... That have been telling me the same story for a month giving me the run around. If it has been shipped where is the tracking # not the parts # they keep trying to give me..
Business Response
Date: 04/03/2023
April 3,2023

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

RE: *********************; AHS Plan No.616265088; BBB Case No. 19628393

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

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

AHS apologizes for ***************** frustration regarding this matter. On March 21, 2023, Appliance Repair Services informed AHS that they have received the board and completed the installation. If Mr. ****** is still having issues with the oven, he may contact AHS directly for a service request.

In light of the inconvenience and delay encountered, AHS has waived the trade service call fee that was due, and a $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,

AMERICAN HOME SHIELD OF VIRGINIA, INC.
Customer Answer
Date: 04/03/2023

Better Business Bureau:

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

Sincerely,

*********************
1000 ****************
**************, ** 23464
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 requested service through Home Shield Warranty for my dishwasher on February 23, 2023. The representative at Home Shield appointed me to a company that could service it but the company never reached out after a week. I spoke to the representative and he said that he will have assign me to a different company to service my dishwasher. The service fee of $100 was taken out of my bank account on file. The service was completed a few days later. About a week later, I seen that my account has a past due balance of $100 for Service Fee that I already paid. I called on March 11 to get this issue resolved and they said it would take 3-5 business days. I checked my account on March 19 and still has that charge and it said that my account is past due due to the $100 service fee that hey mistakenly still have on my account. I called again on March 19 and they said they put a ticket and will have the escalation department call me back the next day. Today is March 20 and a representative told me that she see the ticket and will have a supervisor call me. She said the ticket will take 3-5 business days to resolve. I have been getting the round around and on top that, I am unable to request a new service request due to the " Past Due" charge that Home Shield mistakenly put on my account. It's been 2 weeks and nothing has been done to remove the charge. I am moving in a month for a Military Move and need this to be handled immediately.
Business Response
Date: 04/03/2023
April 4,2023

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

RE: *************************; AHS Plan No.619236058; BBB Case No. 19627810

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

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

AHS apologizes for ************************* frustration regarding this matter. AHS has reviewed ****************** account, a request was submitted to AHS accounting department to remove the past due amount. On April 3, 2023, ****************** account is active with no past due.

In light of the inconvenience and delay encountered, AHS will waive a future service fee of $100, ****************** may contact AHS directly to process the future service fee credit.
Thank you for your consideration

Sincerely,

AMERICAN HOME SHIELD OF *******, INC.
Customer Answer
Date: 04/04/2023

Better Business Bureau:

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

Sincerely,

*************************
************************ N/A
****, ** 85365
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 would like to file a complaint against my current home warranty company, American Home Shield (AHS). On 2/16/2023, a service request was submitted for 25 ***********. Unit B, *********, ** ***** due to tenant experiencing electrical issues. Ideal Services was assigned by AHS to diagnose the problem, with Dispatch #********* as reference. On 2/19/23, AHS informed us that the circuit breaker has to be replaced but the cost of $585 will not be covered because the main breaker is outside the main foundation. Please note this is identical to the service request submitted for Unit C in the apartment last year on 9/22. The same vendor, Ideal Services was assigned by AHS with the exact diagnosis by the vendor that the circuit breaker needed replacement. The claim was denied by AHS thus, we paid $585 out of pocket to remedy the electrical problem. We filed a complaint with the BBB on 9/26/22 (Case #********), contesting AHS decision that its a non-covered cost based on the exclusion on section A3a of the contract. Upon several review, AHS informed the BBB on 10/21/22 that The breaker box is not outside the foundation of the home as previously reported and is attached to the foundation of the home. Thus, we were reimbursed for the initial non-covered cost of $585. This second occurrence of the exact problem, diagnosed by the same vendor, should be a covered cost, contrary to their decision that is not covered. AHS should be handling these claims consistently especially if there is a precedent case. Therefore, I would like to request reimbursement for $585, which we paid out of pocket on 2/2023. Thank you in advance for your assistance in investigating and resolving this issue.
Business Response
Date: 03/31/2023
March 31,2023

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

RE: ***************************; AHS Plan No.609968258; BBB Case No. 19627669

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 apologize for ******************** frustration regarding this matter. On February 18, 2023, Ideal Services reported to AHS that the breaker for the electrical panel will need to be replaced and the electrical panel is located outside the home. AHS apologizes for the delay and inconvenience during the authorization process, AHS agrees to reimburse ******************** for the cost of $585 to replace the breaker in the electrical panel, she will receive the reimbursement within ***** business days.
Thank you for your consideration

Sincerely,

AMERICAN HOME SHIELD CORPORATION
Customer Answer
Date: 03/31/2023

Better Business Bureau:

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

Sincerely,

***************************
********************************
*********, ** 89148
Initial Complaint
Date:03/20/2023
Type:Sales and Advertising 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.
We initiated a service request for a dishwasher that failed. We started this claim on January 6th of this year. Initially AHS was quick to respond and had tech from *********** service come out. After waiting for parts to arrived they scheduled the service to complete the work on February 7th. A&E failed to show and service was rescheduled for march 8th. At this point we requested a buy out on the repair so that we could use a different contractor. AHS failed to get back to us on the matter and refused to seek either the buy or the a different contractor. A&E again failed to show on march 8th. We made another complaint with AHS requesting a different contractor or a buy out. They refused and stated that since the service request was started they wont let us chose another contractor or get the buy out option. AHS rescheduled with A&E for a few days later. A&E again failed to show up. We called AHS daily trying to talk with a supervisor. Every time they stated one would call within 24 hrs, every time they failed to call. They then rescheduled for tomorrow 3/21, today we were notified that the service has been scheduled for April 21st. AHS has continually failed to respond to our requests, failed to follow up with their supervisors, and failed to follow up with their escalation department.
Business Response
Date: 04/03/2023
April 3, 2023

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

RE: *************************; AHS Plan No. 612372418;BBB Case No. 19627322

Dear Ms. ****

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

We truly appreciate the valuable feedback from ************************* and for allowing us the opportunity to assist with bringing the dishwasher service request to a resolution. I have reviewed AHS records and authorized the replacement of the dishwasher.

The plan holder can expect to hear from our ******************************* within 3-5 business days with an offer for replacement. The direct phone number for appliance purchasing is ************ and their hours of operation are Monday Friday 7 am -7 pm CST.

Thank you for your consideration.

Sincerely,

American Home Shield of *********** ****

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