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.
- 4,972 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:03/20/2023
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.
Requesting service for a refrigerator since January 2023 American home shield has send 4 contractors that had said refrigerator is not worth fixing door will cost more better to replace and AHS is giving us the run around saying it has to go thru 3 departments for authorization its taking them 3 months for a answer
Business Response
Date: 03/22/2023
March 22, 2023
*****************
BBB of the Mid-South
*******************************
*******, ** 38125
RE: *************************************; AHS Plan No. *********; BBB Case No. 19627263
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 22, 2023, the decision was made the refrigerator 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:03/20/2023
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.
Our clothes washer has been broken for many weeks (well over a month)We are under a valid contract with AHS.Error code Ub. (unbalanced load) when the load is NOT unbalanced. First repair company that American Home Shield sent diagnosed that the shocks were worn out. First repair company ordered shocks, came back, and replaced them. Error persisted. Ub error. Then it was transferred to a ******* Authorized repair company that AHS selected. They came, and said the only other part that it could be was the main logic board assembly. This was ordered. This was eventually replaced. The error persisted (Ub) The 2nd repair company stated there are no more parts to replace. The unit can not be fixed The 2nd repair company submitted this via online portal. During many subsequent phone calls from me to AHS each phone agent told me wildly different things, such as: we have not heard from the 2nd repair companythe 2nd repair company said to transfer it to a 3rd repair company I called the 2nd repair company and I can not get a hold of them. (I assume) they are eating lunch Now I have been assigned to a 3rd repair company, however this 3rd repair company has not called me to schedule the repair to the (unrepairable) washer.also I tried to call this 3rd repair company, and the automated robot says we have no record of *********** connected to you, goodbye and it hangs up. AHS is in clear breach of contract. They are stalling, and not repairing or replacing my defective ******* washing machine.Business Response
Date: 03/21/2023
March 21, 2023
***************************
BBB of the Mid-South
*******************************
*******, ** 38125
RE: *****************; AHS Plan No. *********; BBB Case No. 19627247
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 21, 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 CorporationCustomer Answer
Date: 03/21/2023
comparable ******* Top Load Washer
Model #WA55A7300AE/US
$799 currently at *******
plus 10% tax ($80)
delivery $80
installation $40
Haul away old machine $40
total cost to replace our unit with a similar unit: $1,039Initial Complaint
Date:03/20/2023
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 reached out to AHS in December 2022 regarding my microwave not working. Their team then sent out a technician to inspect the microwave and provide a recommendation on what the next steps should be. When the 1st technician arrived at my house, they took my microwave apart and stated that they would need to order a replacement part. That technician left my microwave broken in pieces scattered around my kitchen. I then called your customer support line to get more information and your team shared that parts were ordered. After the parts supposedly arrived, that technician came back to my house and walked out on the job. Instead of AHS working on rectifying the situation, you all shared that you would look for another vendor to finish the job. The second company came to my house to inspect the microwave and shared that they would also need to order a part to fix the microwave. After waiting a few weeks, that company came back to my house with the parts that supposedly were to be going to fix the microwave. After the 2nd companies technician installed all of the replacement parts, he shared that the microwave is still not working. That technician stated that they were going to follow up with you all on replacing the ensure microwave. As of today, I have been without a microwave for 3 months, which is ridiculous. The fact that I have a dismantled microwave scattered around my kitchen with no solution in site is unacceptable. How am I supposed to utilize my kitchen? Based on what the technician shared with me, I am demanding that my microwave be replaced immediately. Section A.4 of the warranty plan states for covered malfunctions, unless otherwise specified in this contract, AHS will repair or replace the covered item. Since your team can not make the repair, the microwave needs to be replaced. I have been more than patient with your team and will have this reported to the Better Business Bureau if a solution is not provided immediately.Business Response
Date: 03/22/2023
March 22, 2023
*************************************
BBB of the Mid-South
*************************************************************
RE: *****************************;AHS Plan No. *********; BBB Case No. 19627169
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 21, 2023, an AHS Representative began working directly with the plan holder regarding this matter. The same day, the decision was made that the microwave should be replaced. AHSAppliance ********************* emailed the plan holder the replacement options available in accordance with the provisions of the warranty plan. AHS is awaiting the plan holders decision on how they would like to proceed with the replacement of the microwave.
Thank you for your consideration.
Sincerely,
American Home Shield of *****, ****Initial Complaint
Date:03/20/2023
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.
Good evening. Im ******** and ******************* owner of ******************* North In ************ **. We did a service call February 4 or 6 for plumbing issues. ******* was dispatched. As of today we still have not gotten a diagnosis report from AHS. They are telling me Draingo have not sent it in and want answer when they call. How long does the company allow customers to wait for a third party to reply ? I have called multiple times and each representative tell me they will contact me 48hrs. After minimum 6 calls no one has contacted me and its going on two months. As of today I just spoke to a rep and I asked for a supervisor and the representative tells me they are on other calls and to hold. I hold 15 min and the rep return and apologize sayingg high call volume , they will call me back in 24 hrs. All of this is unacceptable. We just want to know if our leak is fixable, is homeshield going to take care of this issue or not. Why is it a problem for them to contact me back to tell me anything. We still have a leak with No information. Homeshield refunded me $50 for compensation but thats nothing compared to the leak we are waiting to be repaired. Can someone please assist without the stories like Ive been getting on each call.Customer Answer
Date: 03/23/2023
I was contacted by a representative on the morning of the 21st stating they are trying to contact the company Draingo and will get back with me ***** As of tonight Ive not heard anything and still waiting. Also I get a letter today stating my contract has changed and the fee is going up as well as my monthly payment. This has happened without my consent. I shouldve had an opinion before raising my monthly rateBusiness Response
Date: 03/31/2023
Date: March 31, 2023
*******************;
BBB of the Mid-South
************************************;
*******,** 38125
RE: *****************************; AHS Plan No.600647008;BBB Case No. 19627125
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 opportunity to assist ***************** with her complaint. I have reviewed AHS records and found that a service request for slab leaks was placed on 01/26/2023 and assigned to ********* Home Services LLC (MS) for service. The vendor reported the diagnosis to AHS on 02/09/2023 stating that there were unable to diagnose and recommended transferring to another vendor.
The service request was transferred to Draingo for service but due to not receiving the detailed diagnosis from the vendor a new service request was placed and assigned to Rescue Your Air & Drain for service.
The vendor reported the diagnosis to AHS on 03/30/2023 advising that there is a leak in the hot side water line under the slab in the master bathroom. The technician advised that he would need access through the concrete and would need to replace the pipe.AHS authorized the slab leak repair and notified ***************** of the non-covered access charge associated with the repair. Per Mrs. ******* contract section E4., it advises where covered repairs require access to plumbing, AHS will provide access to plumbing only through unobstructed walls, ceilings or floors,and will return access openings to a rough finish. If the plumbing is accessible only through a concrete floor, wall or ceiling, AHS will pay up to $1000 per contract term for access, diagnosis, repair, or replacement of such plumbing, including returning access openings to a rough finish. The customer is responsible for payment of any costs in excess of $1,000.
Records show that ***************** requested a cash-in-lieu on 03/30/2023 and will be contacted by the cash-in-lieu department regarding the cash-in-lieu offer.
Sincerely,
American Home Shield CorporationInitial Complaint
Date:03/20/2023
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 contractor performed faulty repair on our central home air conditioner. We obtained a third-party inspection due to being concerned the unit failed to cool 3 months after the repair. The third-party inspection revealed besides wrong parts being used, the unit should have never been repaired, but needed to be replaced. American Home Shield appears to be using stalling tactics to avoid replacing the unit. And they are failing to honor their main marketing mantra of If we cant repair it, we will replace it. We want American Home Shield to give ** a Cash settlement so that we can obtain our own air-conditioning repair company as our trust in them has been irreparably broken.Customer Answer
Date: 03/21/2023
Above is inspection from third party HVAC company and picturesBusiness Response
Date: 03/30/2023
March 30,2023
*********
BBB of the Mid-South
************************************;
*******, ** 38125
RE: *************************; AHS Plan No.611552448; BBB Case No. 19626960
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 27, 2023, Air Conditioning & Heating Wizards reported to AHS that there is a leak on condenser, and it will need to be soldered. The company further reported that refrigerant needed to be added to the air conditioning system. Section E.1 of the warranty plan states that AHS will pay up to ten dollars ($10) per pound per occurrence for refrigerant.The customer is responsible for payment of any costs in excess of ten dollars per pound. The charge to ************** for refrigerant not covered by the warranty plan is $490.
AHS has received and reviewed the 3rd party invoice submitted by **************, AHS has dispatched a second opinion company ******** Services to diagnose any problems with the air conditioner. ************** may contact ******** Services directly at ************ to schedule an appointment if an appointment has not already been set.Thank you for your consideration
Sincerely,
AMERICAN HOME SHIELD OF *******, ****Customer Answer
Date: 03/30/2023
Complaint: 19626960
I am rejecting this response because:We have provided a third party opinion that the workmanship was incorrectly done by their contractor Air Conditioning and Heating Wizards **************. This same contractor was sent to our house again even after we asked they not be sent. I have several recorded conversations; e.g the most recent call took place 3/27/2023. The CSR accused me of not having a current account with ********************** and kept putting me on hold to "verify my account information" and then said the were unable to complete the service request; I became upset and hung up and consulted with an attorney who specializes in consumer protection. I understand a lot of companies outsource their call centers but they need to provide agents that at least speak decent English. My spouse tells me he called was placed on hold for over 20 mins. So we are done with trying to speak AHS or any of their contractors therein. We are requesting the replacement cost of the **** system because the independent inspection we obtained said their shouldn't have been a repair done in the first place. In addition, I would like to report the AHS contractor Air conditioning and Heating Wizards as well. Do not want any repair work from them just report this business so that other consumers such as ourselves are not put through all the stress and sleeping in a house with temperatures that have been as high as 88 degrees. Air conditioning living in ******* is a necessity for god's sake. Thank you.
Sincerely,
*************************Business Response
Date: 04/07/2023
April 7,2023
*********
BBB of the Mid-South
************************************;
*******, ** 38125
RE: *************************; AHS Plan No.611552448; BBB Case No. 19626960
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 April 6, 2023, AHS second opinion company ******** Services reported to AHS there is a leak at condenser, there was no leaks located on the reversing valve/evaporator coil. The compressor is installed correctly but previously had a 1/2"liquid line & currently has 3/8's liquid line. The *** was drilled in &attached correctly. The unit will need to be repaired and recharged.
AHS reviewed the 3rd party invoice submitted by **************, however there is no pricing attached as an estimate to repair or replace the air conditioning unit for review.
AHS first and second opinion company both states that the air conditioner can be repaired and recharged. AHS will move forward with the diagnosis reported by Air conditioner & Heating Wizards.If ************** would like to move forward with the repair, she may contact Air conditioner & Heating Wizards directly to schedule an appointment, she would also be responsible to pay the company directly non covered amount of $490.Thank you for your consideration
Sincerely,
AMERICAN HOME SHIELD OF *******, INC.Customer Answer
Date: 04/07/2023
Complaint: 19626960
I am rejecting this response because:This second vendor ******** is a contractor of AHS and of course they will agree with the first contractor Air Conditioner and Heating Wizards. I have provided the cost estimate from our original third party estimate that you are now saying didn't receive plus another written estimate from another vendor. I have also provided pictures of the unbearable temperatures in our house. We purchased a corner fan that only blows hot air and also look to obtain a portable air condition. My husband and I have chronic medical concerns and do not need to be subjected to the heat day in and day out. If this arbitration results in a negative outcome will be forced to obtain legal counsel and further legal action
Sincerely,
*************************Customer Answer
Date: 04/07/2023
see attached photosBusiness Response
Date: 04/18/2023
April 18, 2023
*********
BBB of the Mid-South
************************************;
*******, ** 38125
RE: *************************; AHS Plan No.611552448; BBB Case No. 19626960
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. However, my previous correspondence accurately & correctly stated AHS' position regarding this matter. AHS'position does remain unchanged. AHS will move forward with the diagnosis reported by Air conditioner & Heating Wizards. If ************** would like to move forward with the repair, she may contact Air conditioner &Heating Wizards directly to schedule an appointment.In order to amicably resolve this issue, AHS will reimburse **************** $490 for the non-covered cost. If ************** would like to accept AHS offer for reimbursement of $490, she may submit a verified mailing address to receive the check.
Thank you for your consideration
Sincerely,
AMERICAN HOME SHIELD OF *******, INC.Customer Answer
Date: 04/18/2023
Complaint: 19626960
I am rejecting this response because:This is only covering the coolant. We are asking for a cash settlement of the replacement cost of the unit, purchase of a column fan which did nothing to cool our bedroom, just put out more hot air and finally had to purchase a portable air conditioning unit to be able to withstand the unbearably hot temperatures in the home and get decent sleep. The temperatures reached up ***** degrees. I attempted to attach documents and photos to confirm temperature of the house and the leaking coolant but it seems the jpegs are too large and not able to upload. I would be more than happy to send the pictures, cost of the fan and portable air conditioner and the invoice to replace new a/c/HVAC system in a separate message.
Sincerely,
*************************Enclosed is the final cost of installation of the new A/C and HVAC system. In addition, we bought a portable air conditioning when the corner oscillating fan was only blowing hot air.receipt from ********** for fan:I will attempt to attach more images in a separate email--
Regards,***************************Customer Answer
Date: 04/25/2023
Date Sent: 4/18/2023 11:10:39 PM
Complaint: 19626960
I am rejecting this response because:This is only covering the coolant. We are asking for a cash settlement of the replacement cost of the unit, purchase of a column fan which did nothing to cool our bedroom, just put out more hot air and finally had to purchase a portable air conditioning unit to be able to withstand the unbearably hot temperatures in the home and get decent sleep. The temperatures reached up ***** degrees. I attempted to attach documents and photos to confirm temperature of the house and the leaking coolant but it seems the jpegs are too large and not able to upload. I would be more than happy to send the pictures, cost of the fan and portable air conditioner and the invoice to replace new a/c/HVAC system in a separate message.
Sincerely,
*************************Enclosed is the final cost of installation of the new A/C and HVAC system. In addition, we bought a portable air conditioning when the corner oscillating fan was only blowing hot air.receipt from ********** for fan:I will attempt to attach more images in a separate email--
Regards,***************************Business Response
Date: 04/27/2023
April 27, 2023
*********
BBB of the Mid-South
************************************;
*******, ** 38125
RE: *************************; AHS Plan No.611552448; BBB Case No. 19626960
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 the invoice, receipts and pictures submitted by **************. The invoice for the replacement does not have a breakdown of pricing, and AHS diagnosis received states that the air conditioner unit could be repaired. In order to amicably resolve this issue, AHS will reimburse ************** one- half of the invoice for replacement of the air conditioner unit of $4,945, If ************** would like to accept AHS offer, she may submit a verified mailing address to receive the check.
In light of the inconvenience and delay encountered, AHS will reimburse ************** $316.83 for the purchase of a portable air conditioner unit; she will receive the reimbursement in the mail within ***** business days.
Thank you for your consideration
Sincerely,
AMERICAN HOME SHIELD OF *******, INC.Customer Answer
Date: 05/01/2023
Complaint: 19626960
I am rejecting this response because:The amount is far away from what we paid to have the unit installed by over ******* and was comparable to another estimate we received. We are countering the total amount of *******, PLUS the cost of portable air conditioning unit of 316.83, PLUS refund the coolant replacement of ****** from the original repair 11/21/22. We were not given a breakdown of charges so will need to contact them and will submit in a separate email. We were ADVISED would not be feasible to only replace one component of the system and is not consistent with legitimate professional practices. We totally agree with their recommendations.
We feel that 7K plus the other costs are a reasonable counter offer. If the breakdown of charges is paramount in a final settlement, we will contact the contractor at start of business tomorrow and provide the information. Please contact me if any further questions.
Sincerely,
*************************Business Response
Date: 05/08/2023
May 8, 2023
*********
BBB of the Mid-South
************************************;
*******, ** 38125
RE: *************************; AHS Plan No.611552448; BBB Case No. 19626960
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. However, my previous correspondence accurately & correctly stated AHS' position regarding this matter. AHS'position does remain unchanged. AHS diagnosis received states that the air conditioner unit could be repaired. Section C.1.c of the warranty plan states AHS will not reimburse the customer or others for *********************** performed without AHS prior approval. Section A.5.c of the warranty plan provides that in some instances, AHS may offer the customer the option of accepting cash in lieu of repair or replacement services. This offered amount is based on what AHS would expect to pay (which is substantially less than retail cost) for parts and labor for covered items less the incurred cost of the contractors diagnosis.AHS has offered ************** one- half of the invoice for replacement of the air conditioner unit a reimbursement of $4,945 which is more that AHS cost, the invoice submitted by ************** for the replacement does not have a breakdown of pricing AHS reimbursement offer remains the same, if ************** would like to accept AHS offer, she may submit a verified mailing address to receive the check.
On May 2, 2023 AHS processed the reimbursement of $316.83 for the purchase of a portable air conditioner unit. ************** will receive the reimbursement in the mail within ***** business days.
Thank you for your consideration
Sincerely,
****************
AMERICAN HOME SHIELD OF *******, INC.Customer Answer
Date: 07/03/2023
Hi ***** after discussion with my husband, we have agreed to take the settlement amount of $4945.00 even though this was only about half of the total cost. We are tired of this matter dragging on and just want to put it to rest. Please contact me if you have any questions or concerns. Thank you for assistance.Business Response
Date: 07/11/2023
July 11, 2023
*********
BBB of the Mid-South
************************************;
*******, ** 38125
RE: *************************; AHS Plan No.611552448; BBB Case No. 19626960
Dear *********:
Thank you for making ** aware of ************** issue through the Better Business Bureau. We take customer satisfaction very seriously, and sincerely apologize if ************** has not been entirely satisfied with our service.
AHS has received ************** approval for the reimbursement of $4,945. AHS is willing to provide ************** with a check in the amount of $4,945.00, upon receipt of a signed Release. Once I receive and review the signed Release, AHS will forward a settlement check in the amount of $4,945.00.
AHS will await the executed Release.
We take your concerns seriously and thank you for raising them to our attention.We value ************** as a member and hope to provide them with a positive customer experience in the future.Thank you for your consideration
Sincerely,
****************
AMERICAN HOME SHIELD OF *******, INC.Initial Complaint
Date:03/20/2023
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.
We filed a repair request for our refrigerator that wasn't cooling on New Year's Eve, so it's been down since 1 January - literally. They have sent FOUR incompetent appliance repair companies who schedule us with no urgency. They each come out, review the situation, make some theory for the problem, make some adjustment, etc, - that doesn't change anything. Our fridge is still down and unusable - for 2.5 months - LITERALLY!! At what point do they step up and hire somebody professional who can make the repair? I have no idea!!Business Response
Date: 04/03/2023
April 3, 2023
*********
BBB of the Mid-South
*******************************
*******, ** *****
RE: ***************************; AHS Plan No. ********* ; BBB Case No. 19626847
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 refrigerator service request to a resolution. I have reviewed AHS records and authorized the replacement of the refrigerator. 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 *****, Inc.Initial Complaint
Date:03/20/2023
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 is supposed to have a company repair our refrigerator. We have been two weeks with out a refrigerator. American home shield sent out a company and this is stilll not repaired. This fridge is only 3 years old and our ge profile is still broke. The 3 of us in this home is dissabiled and we had to throw away liquid medication the needed to be kept cold. Why should we have to go 2 weeks without a refrigerator and this still isnt resolved. first they aregoing to repair and the repair didnt work. Now they aregoing back and forth and replacing or repairing again. we need an answer. Please help us/. thank youBusiness Response
Date: 04/03/2023
April 3, 2023
***************************
BBB of the Mid-South
*******************************
*******, ** *****
RE: ***********************; AHS Plan No. ********* ;BBB Case No. 19626635
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 refrigerator service request to a resolution. According to our records, the refrigerator service request was placed on March 7, 2023. The vendor, ********** **** reported that they do not service this type of refrigerator therefore the service request was transferred. The new vendor, ******************* was booking outside of guidelines. On March 23, 2023, the service request was transferred to Appliance Guard Pro. They reported the fan failed. AHS authorized the repairs. The vendor returned on April 2, 2023, and determined additional parts needed to be ordered. The vendor stated the *** for the parts is **** business days.
Whilst AHS understands the inconvenience of being without a working refrigerator, we are not responsible for delays as stated in contract section I.9. AHS is not responsible or liable for any delay in service or failure to provide service caused by conditions beyond AHSs control.
Although not obligated to do so, in an effort to amicably resolve this complaint, AHS will refund the service fee paid. The plan holder can expect to receive a credit in the original form of payment within ***** business days. In addition, AHS is offering up to $250.00 reimbursement towards a dorm-size refrigerator for medications. In order to receive reimbursement, please upload a copy of the invoice directly to the BBB website for processing. This matter is considered resolved.
Thank you for your consideration.
Sincerely,
American Home Shield of ******, ****Initial Complaint
Date:03/20/2023
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 for service on my tankless water heater on Wednesday evening March 15, 2023. The next morning, AHS dispatched a plumber. The plumber called me and stated they do not work on tankless water heaters. I called AHS to re-request service again and to request a different plumber. They dispatched the same plumber. This went on about five timesthey kept dispatching the same plumber. I have called AHS about 10 times so far and now its the evening of March 20 and I am still waiting for a plumber to be dispatched to service my water heater. I live in a large citysurely they have more than one plumber that can handle the job. Each agent I speak with assures me someone will contact me but I have not been contacted.Business Response
Date: 03/30/2023
March 30, 2023
*********
BBB of the Mid-South
*******************************
*******, ** *****
RE: ***********************; AHS Plan No. *********; BBB Case No. 19626582
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 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 March 16, 2023. The vendor selected reported they do not work on tankless water heaters; therefore, the vendor was transferred. AHS was not successful in locating a vendor that can service the type of water heater the member has therefore we are offered outside authorization on March 23, 2023.
The member can obtain a vendor of their choice who is licensed & insured in their respective state. The independent contractor will need to contact AHS directly with a diagnosis & estimate before any repairs/replacements are made to ensure proper reimbursement. A full list of guidelines to include the vendors not to use was given directly to the member upon acceptance. Once the diagnosis and estimate are received from the independent vendor, AHS will proceed with the authorization in accordance with the terms and conditions of the AHS warranty plan.
Thank you for your consideration.
Sincerely,
American Home Shield CorporationInitial Complaint
Date:03/20/2023
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.
Furnace failure. 10/4/22: AHS warranty support. Disp# ********* 12/6/22: AHS invoice me @ $8,885 for ******************************** not covered by AHS. I requested clarification, was told to expect a call back. Local HVAC Pro advised repairing 30yr+ unit is prone to more failures. Recommends new HVAC unit with heating+cooling, includes new duct work (not in AHS's quote) is about the same cost. 12/7/23 - 1/2/23: I missed a call so I did not get an update. I followed up a few times for status, always informed to expect a call. A couple of the AHS Reps agreed their quote made no sense. I requested to speak to a manager, informed again someone would call me. Nothing.1/3/23: A cash in lieu of $1097 offered without clarification of IQS estimate. It was a fraction of the actual repair costs, I requested for a 2nd tech's opinion.1/9/23: AHS approved Energy Smart as a 2nd tech's opinion. Disp# ********* 1/10/23 through 1/15/23: More phone tag, informed by AHS that Energy Smart ID'd a totally different cause for HVAC failure. I spoke with the tech, pending **********/16/23: Energy Smart tells AHS they were unable to do the work. 1/17 through 1/23/23: I called a few times to check on a 2nd Tech opinion, was informed someone would call me. I did not receive a follow-up call. 1/24/23: I called AHS & a Rep confirmed the dispatch of All Zone HVAC for a 2nd Tech's opinion. Disp# ********* 1/26/23: AHS emailed confirmation, received a service diagnosis from All Zone.1/27 through 2/5: I called a couple of times to check on status, informed still pending. 2/6/23: Rep informed me All Zone could not do a diagnosis due to disconnected wires. Due to their techs. I was informed the quote defaulted back to IQS, the initial hvac quote.2/7/23 to 3/20/23: I called a couple more times and was told someone would get back to me. I have not received any follow-up calls since 2/6/23. 15+yr as a AHS customer. Furnace has been down since Oct 2022. Over 10 hours spent on calls and emails. HELP!Business Response
Date: 03/31/2023
Date:March 31, 2023
***************************
BBB of the Mid-South
************************************;
*******, ** 38125
RE: T *****; AHS Plan No.617679798; BBB Case No. 19626527
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.
Thank you for the opportunity to assist ************ with their complaint.I have reviewed AHS records and found that a service request for the air conditioner was placed on 10/04/2022 and assigned to Indoor Quality Services. The vendor reported the diagnosis to AHS on 10/11/2022 stating that he was not able to access the condenser due to overgrown bushes. AHS denied repairs due to access.
A recall was placed, and the vendor went back to the home to diagnosis. The technician reported that the evaporator coil failed causing the unit to not cool. AHS authorized the repair and notified T ***** of the noncovered charges associated with the repair.
A second opinion was placed and assigned to Energy ********************** The vendor reported the diagnosis to AHS stating that he found the condensing unit blower motor not coming on. The technician also repaired that the ductwork was falling apart causing the heat to not flow properly in the home. The technician requested that the service request be sent back to the original vendor.
The service request was then transferred to **************************** ** who advised that the unit was unplugged, and he was unable to diagnosis the unit. The technician recommended that the service request go back to the original vendor.
Due to conflicting diagnosis Ahs has agreed to review an estimate from T Daleys outside vendor. 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.
Sincerely,
American Home Shield of **********, Inc.Customer Answer
Date: 03/31/2023
Hello,
I entered escrow to sell the property this week. How should I proceed at this stage?
Also note: I received an email notice from AHS this morning, Service Appointment: Pending,
"******************** AND HEATING REPAIRS has been assigned to your service request and will call to schedule your service appointment within the next 24 business hours (excluding weekends and holidays).
For questions, you can reach them directly at **************. "Dispatch #*********
Date Requested: 03/31/2023
Address: *****************Regards,
T *****
Customer Answer
Date: 04/05/2023
Complaint: 19626527Hello,
I entered escrow to sell the property this week. How should I proceed at this stage?
Also note: I received an email notice from AHS this morning, Service Appointment: Pending,
"******************** AND HEATING REPAIRS has been assigned to your service request and will call to schedule your service appointment within the next 24 business hours (excluding weekends and holidays).
For questions, you can reach them directly at **************. "Dispatch #*********
Date Requested: 03/31/2023
Address: 736 ***** LNRegards,
T *****
Sincerely,
T *****Business Response
Date: 04/11/2023
Date:April 11, 2023
***************************
BBB of the Mid-South
************************************;
*******, ** 38125
RE: T *****; AHS Plan No.617679798; BBB Case No. 19626527
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 previously offered to review an invoice or estimate from the member's outside vendor. 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. Once the invoice is received, I will advise ************** of AHS position regarding this matter.
Records show that a new service request was placed on 04/08/2023 and assigned to Oasis *********************** for service. The vendor will contact T ***** for scheduling or they can be reached at ************. Once AHS receives the diagnosis from the vendor, AHS will be able to make a repair determination.
Sincerely,
American Home Shield of **********, ****Customer Answer
Date: 04/17/2023
Complaint: 19626527
I do not have a record of AHS contacting me with this proposal."AHS previously offered to review an invoice or estimate from the member's outside vendor"
However, there is an appointment scheduled for today (with Oasis Heating & Cooling) to receive an official second opinion. This will help to determine whether the unit is suitable for repair or if it will require a complete replacement of the entire HVAC system.
Sincerely,
T *****Customer Answer
Date: 04/25/2023
Hello,
Status update: It has been over a week since AHS dispatched Oasis Heating & Cooling to provide a second opinion- estimate on 4/17. I followed up 4/18 for a status update and was told it would take 24-48hrs for a CIL (cash in lieu) offer. I have called every couple of days (including today) to get the status and was given a similar response every time I called. In the meantime, I do not have heating or cooling and they are still charging me a monthly fee.
Regards,
Tavey
Business Response
Date: 05/01/2023
Date:May 1, 2023
***************************
BBB of the Mid-South
************************************;
*******, ** 38125
RE: T *****; AHS Plan No.617679798; BBB Case No. 19626527
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 and found that the cash in lieu offer was sent to the email address on file on 04/27/2023. If ************** has any questions or concerns regarding the cash in lieu offer, he can contact the cash in lieu department at **************.
Sincerely,
American Home Shield of **********, ****Initial Complaint
Date:03/20/2023
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 submitted a claim for oven repair and was assigned a contractor- Appliance Guard. I was told I would get a call within 24 hours to confirm an appointment. This did not happen so I called the contractor to schedule a date and time. The contractor arrived 30 minutes early to the appointment before I was home. My partner had stopped by the house during this time so let the contractor into the house before he needed to leave. When I got home prior to the original appointment time, the contractor had left. I received notice from AHS that they were reviewing the report and would confirm next steps soon. Almost a week later I had not heard anything, so began calling both the contractor and AHS to check on status. Despite continued attempts, the contractor remains unresponsive, and AHS reported that the contractor gave an inconclusive report and was not responding to additional inquiries. AHS has told me we need to keep waiting to hear from the contractor. Its been almost 2 months now, there has been no resolution and no response from the contractor. I requested that a new contractor is assigned to diagnose the repair, but AHS insists that we continue waiting to hear from the contractor. It has been almost 2 months and no repair or diagnostic has happened.Business Response
Date: 04/03/2023
April 3, 2023
*************************************
BBB of the Mid-South
3693 *************
*******, ** *****
RE: *******************************; AHS Plan No. ********* ; BBB Case No. 19626506
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 oven service request to a resolution. According to our records, the oven service request was placed on February 4, 2023. The vendor, Appliance Guard reported that the repairs needed were a two-man job and they were not equipped to handle therefore, the service request was transferred to Fixon Appliance however, they did not work on this type of oven, therefore on March 22, 2023, the service request was dispatched to Appliance Wizard. They reported that the door glass and the hinges needed to be replaced. AHS authorized the repairs. Currently the part installation is scheduled for April 4, 2023.
Although not obligated to do so, in an effort to amicably resolve this, AHS refunded the service fee paid. The refund was processed on March 24, 2023.
Thank you for your consideration.
Sincerely,
American Home Shield Corporation
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