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.
4,972 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:03/20/2023
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 contacted American Home Shield (AHS) about a malfunctioning refrigerator on 10/7/22. A technician from *********** Service ******* arrived 3 weeks later, diagnosed the problem (estimated parts and labor $901.78), ordered parts, and sheduled a visit for repairs on 11/11/22. Due to supply chain issues, not all parts could be procured. The refrigerator subsequently failed so we cancelled the repair order and purchased a new one (for $2048.47 on 11/16/22) and decided to pursue the AHS cashout option for the failed unit. We were assured by AHS that ***** would provide them a report indicating that the repairs could not be completed and that once received, this would initiate the calulation of a payout amount by AHS's ************************ and that they would be contacting us via email with the offer. That never happened. I have followed up with AHS numerous times: On 2/6/23 I was told that ***** had not yet sent the report. On 2/13/23 I was told that AHS had received the report and it was with their ************************ and that they would be contacting us via email with the offer. That never happened.On 2/23/23 I was again told that ***** had not yet sent the report. The AHS represntative contacted ***** while I was on hold, then assured me that ***** would be sending the report within 3 business days to AHS's ************************ and that they would be contacting us via email with the offer. That never happened.More than once I asked to speak to an AHS manager, was told none were available, but one would contact me in 48 hrs. That never happened.On 3/20/23 I was again told that ***** had not yet sent the report. The AHS represntative said they would escalate this to their ************************ who would be contacting ***** for the report. I don't expect that to happen, hence this complaint. Tired of getting nowhere, I would like BBB to assist us in getting a fair payout for replacing our refrigerator. Thank You!
Business Response
Date: 03/22/2023
March 22, 2023

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

RE: ***************************;AHS Plan No. *********; BBB Case No. 19626195

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: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 requested warranty service on my refrigerator since December, 2022. They have been out twice to fix it and have NOT been able to fix it. We have not had a working refrigerator in 3 months. They are now telling us to wait on another part. 3 months is too long and it should be replaced, per my contract stipulations. There should be a reasonable time limit on "waiting for parts". I have tried calling several times to resolve this issue and move forward with the replacement but they say I must "wait on the parts". We have done that already!
Business Response
Date: 03/30/2023
March 30,2023

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

RE: ***********************************; AHS Plan No.601670658; BBB Case No. 19626077

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.

On March 10, 2023, 3 Boys Appliance Repair requested AHS to order an additional part for the refrigerator repair. Unfortunately, it appears that the parts have been delayed from the supplier.

In order to amicably resolve this issue, AHS agrees to replace the refrigerator 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.

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. AHS apologizes for *********************************** s frustration regarding this matter.
Thank you for your consideration

Sincerely,

AMERICAN HOME SHIELD OF *****, INC.
Initial Complaint
Date:03/20/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On March 2 2023 Our Ac system was to be replaced with a SIMILAR unit to what was here. We had a Carrier 5 ton,15 seer variable speed. They told us they were installing a Carrier 15 seer like the one they were taking out. They installed a ******* 14 seer. The ******* is a cheap budget AC which is completely opposite of what they took out. It is also a 14 seer not a 15 seer. The installation was not good and the their technician never pulled a permit. This is against the law. We call them repeatedly and they only lie to us
Business Response
Date: 03/30/2023
Date: March 30, 2023

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

RE: *******************************; AHS Plan No.604723698; BBB Case No.19614259

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 her complaint. I have reviewed AHS records and found that the member has been working with an account executive regarding this issue. Records show that the supplier was contacted, and it was confirmed that the **** Seer unit is equivalent to the 15 Seer unit and the unit is installed to code. Records show that the vendor will also be providing ********************* with a copy of the permit and inspection report.

Sincerely,
American Home Shield of *******, ****
Initial Complaint
Date:03/20/2023
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 opened a service request for my pool heater on March 15th 2023 with American Home Shield. They assigned ************ as the repair contractor. Contractor dispatched repair tech on March 17th to inspect equipment. I received an email from American Home Shield on March 20th advising me to call them as they had reviewed the findings from repair tech. They stated the repair was not covered by my warranty as it was due to rust as a result of sprinklers hitting the unit. When you go to their website they state " Malfunctions due to sediment, rust or corrosion" are covered. I now have to contract with another company to perform repairs or purchase a new unit. The statements on their website appear to be misleading customers about what they will and will not cover.
Business Response
Date: 03/28/2023
March 28,2023

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

RE:**************************; AHS Plan No. *********, BBB Complaint Case No. 19625930

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 3/15/23 a work order was created for a pool heater,and per the technician, there is secondary damage due to water from the sprinklers on the bottom of the heater and burners, but the heater is working. There is also salt-water chemical damage on the internal bypass valve and flow control. If ************** dont agree with the diagnosis, he can request a second opinion.

Thank you for your consideration.

Sincerely,

American Home Shield of *****
Customer Answer
Date: 03/28/2023

Complaint: 19625930

I am rejecting this response because: the company website states they cover this type of issue but they did not in my case. Their website is misleading.

Sincerely,

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

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

RE:**************************; AHS Plan No. *********, BBB Complaint Case No. 19625930

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, our records indicate that per the technician, there is secondary damage to the pool heater due to water from the sprinklers on the bottom of the heater and burners, but the heater is working. There is also salt-water chemical damage on the internal bypass valve and flow control. If ************** dont agree with the diagnosis, he can request a second opinion
Per our web site it also states limitations and exclusions are included, also on the first page of his contract it states, coverage includes only the items stated as covered, excluding all others and is subject to the limitations,exclusions and provisions stated in this contract. For your specific coverage and selections see your Contract Agreement pages, which are incorporated into this contract by reference. Please read your contract carefully.

Thank you for your consideration.

Sincerely,

American Home Shield of *****
Initial Complaint
Date:03/20/2023
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.
My fianc and I are home owners and our hot water heater broke in January of this year. We filed a claim through AHS to have a new one put in. Throughout this process, we have called, been hung up on, and not provided clarity. It took 2 weeks to get a new hot water heater, and the company they contracted through provided a broken one. When we attempted to request a new one, or to be compensated so that we could get our own, they had us waiting to hear from them. It has been over a month and they have yet to have someone call us about the broken unit. In this time, we were told we would be reimbursed our service fee, which we have not. We also requested to cancel the service in February of 2023. It is March and they have yet to cancel our account, we have also had to replace the unit they put in. Today I have called 2x and been hung up on, my partner has been hung up on 2x today as well. They have charged us x2 after requesting to cancel and have been unhelpful in explaining why they are still charging us. At this point, I would just like to have the final cancellation fee waived and my $125 service fee refunded.
Business Response
Date: 03/29/2023
March 29,2023

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

RE:**************************; AHS Plan No. *********, BBB Complaint Case No. 19625826

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 ****************** feedback and we apologize for any frustrations and inconveniences she may have experienced. Our records indicate that on 1/11/23 a work order was created for a water heater, and per the technician, the unit need to be replaced, and the replacement has been completed. Per her contract section D item 6e. your Agreement does not cover: A manufacturers improper design, materials, or formulations; a defective manufacturing process; or other manufacturing defects. **************** will need to reach out to the manufacturer of the unit. On 2/27/23 her service fee of $125 was applied back to the banking information we have on file. On 3/21/23 paperwork was submitted to refund the early administration cancellation fee in the amount of $58.99; please allow ***** business days for processing; payment will be credited back to the original method of payment. On 3/29/23 paperwork was submitted to waive the monthly warranty cost in the amount of $58.99; please allow ***** business days for processing.

Thank you for your consideration.

Sincerely,

American Home Shield Corporation
Customer Answer
Date: 03/30/2023

Better Business Bureau:

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

Sincerely,

*************************
Initial Complaint
Date:03/20/2023
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.
Customer ID ********* H31383133333****333H ********************************************** ***** My credit union bill pay service issued two pmts to HSA via electronic transfer. 01/03/2023 $75.16 & 02/03/23 $93.16. Both pmts were redeemed but are not showing up on my HSA account. HSA also charged my **** # **** for the Feb pmt. I have called no less than 5 times to their customer **********************; 2 x **/**/23 & 2 x 02/21/23. They tell me what I could see for myself online and to call my bank. My credit union bill pay tried to resolve but was told that I would have to call HSA. I printed out proof of credit union pmt and mailed at end of Feb. Still no reply. I called HSA again on 03/17/23 and again told that no pmts are posted except the **** pmt 02/20/23. Credit union bill pay tried to send them a research ticket for *** ***** pmts (electronic wires). HSA will not provide a phone number or email address so that I can email proof of pmt. I paid the March pmt of $93.16 with my **** card. I am asking for refund of electronic wire pmts $75.16 & $93.16 or to post to my HSA account. I have paid via electronic wire but yet HSA will not post to my account.
Business Response
Date: 03/30/2023
Date: March 30, 2023

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

RE: *************************; AHS Plan No.619799708;BBB Case No. 19625666

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 I have reviewed AHS records and found that ****************** contract was renewed on 02/20/2023 for the annual cost of $1,117.88 or ***** monthly. Record show that AHS received a payment of ***** via **** card on 02/20/2023 and a payment of $ ***** via **** card on 03/20/2023. Prior to the February and March premiums being received AHS received a payment of $13.50 on 01/05/2023.

There are no records of a $75.16 payment on 01/03/2023 or a payment of $***** for 02/03/2023. If ****************** could please provide a copy of the bank statement showing these deductions for further investigation.

Sincerely,
American Home Shield Corporation
Customer Answer
Date: 03/30/2023

Complaint: 19625666

I am rejecting this response because:
HSA isn't telling me anything Ithat is visible on my account. I attached the bank documents with my original complaint. Thise documents are proof that my credit union's bill pay system electronically transfered January and Feb payments. I agree that my **** card was charged Feb and March. But it's the electronically wired pmts which are at issue. Those payments were ***** and 73.**. I did not pay $13.50 in any way. That is just incorrect. HSA needs to find where they posted the credit union wire transfers.
Sincerely,

*************************
Business Response
Date: 04/04/2023
Date: April 4, 2023

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

RE: *************************; AHS Plan No.619799708; BBB Case No. 19625666

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

AHS previously advised ***************** that AHS records show that AHS received a payment of ***** via **** card on 02/20/2023 and a payment of $ ***** via **** card on 03/20/2023. Prior to the February and March premiums being received AHS received a payment of $13.50 on 01/05/2023.
There are no records of a $75.16 payment on 01/03/2023 or a payment of $***** on 02/03/2023. If ***************** could please provide a copy of the bank statement showing these deductions for further investigation.
****************** will need to attach a bank statement showing that these amounts have been deducted from her account. ****************** attached a copy showing that those payments were to be deducted but does not show that they were deducted from her account. ***************** will need to provide a bank statement showing that these payments were actually deducted from her account for further investigation. She can black out account information not relevant to the above reference charges.

Sincerely,
American Home Shield Corporation
Customer Answer
Date: 04/19/2023

Thank you. I appreciate it.

Attached are my ******* and February 2023 statements from my credit union True North in *********, ******.
I had attached the proof of electronic payment from True North's bill pay center to my original complaint. It seems that was not sufficient for HSA. The bill payment center showed proof of the electronic wire transfers since these were not paper checks.

The bank statements show proof that the ******* $75.16 and February $93.16 cleared my checking account. HSA has failed to post these two payments to my HSA customer account. They did post a pmt of $13.50 for ******* but I have no idea where they came up with that amount. I have never paid anything other than the required monthly premium payment (other than a call out deductible).

I would like my HSA customer account corrected to show that these two payments were made. HSA can correct the $13.50.

They are correct that the February and March 2023 payments were made via my **** credit card. I am getting ready to pay the April payment with my **** card.

Thank you.

*************************
*****************************
************* 99507
Business Response
Date: 04/25/2023
Date: April 25, 2023

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

RE: *************************; HSA Plan No. *********; BBB Case No. 19625666

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

Thank you for attaching a copy of the bank statement to the BBB site for review. I have processed a concession in the amount of $168.32 to be applied to the account. ****************** should allow **** business days for the credit to be applied to the account.

Sincerely,

Home Security of *******
Initial Complaint
Date:03/20/2023
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 appliance warranty with AHS. My dryer failed on 3rd Mar and stopped heating. I launched a service request with AHS on the 3rd Mar. A technician visited my home on 11th March and promised to revert back after approval from AHS. There was no action from AHS since then, in spite of repetitive follow-**** Today, AHS refused to fix my issue under the pretext that this was not covered under warranty. They claim that this was not normal wear and tear. The dryer equipment was not damaged intentionally / unintentionally by the user. This is clearly a case of fraud on the buyer where AHS is finding unique ways to absolve itself of its responsibility. I need help in getting my dryer fixed.
Business Response
Date: 03/22/2023
March 22, 2023

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

RE: *********************************;AHS Plan No. *********; BBB Case No. 19625060

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 3, 2023, a service request was placed on the dryer and ******************., was dispatched to diagnose any problems. On March 20,2023, it was reported the dryers wiring harness, motor, heater, was damaged by fire due to the unit being clogged with lint, which is not normal wear and tear. Section C.4.a of the warranty plan states coverage under your agreement is for a covered item malfunction occurring during your agreement term caused by normal wear and tear of the covered item. Section D.6.b of the warranty plan states AHS is not responsible or liable for repairs or replacements when the malfunction is due to accidents, fire, freezing, water damage, electrical failure or surge, or excessive or inadequate water pressure. 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 $85 trade service call fee paid for this service request. The plan holder can expect to receive that reimbursement within 10 to 14 business days.

On March 20, 2023, the plan holder disputed the diagnosis reported by ******************. AHS offered the plan holder a second opinion in accordance with the provisions of the warranty plan. AHS records indicate the plan holder declined this option, as they did not want to pay an additional trade service call fee,if the diagnosis came back the same from the second contractor. Although not obligated, in an attempt to resolve this matter amicably, AHS has dispatched North ******************* to diagnose the dryer as a second opinion. AHS has agreed to waive the additional trade service call fee, should the diagnosis come back the same. North ******************* will contact the plan holder to secure an appointment. The plan holder may contact North ******************* directly at ************. AHS will make a coverage decision based on the diagnosis received and the terms of the plan.

Thank you for your consideration.

Sincerely,

American Home Shield of **********, ****
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.
On March 12, 2023 i initiated and paid American home shield for a service tech due to my central heat not working, which was assigned to NPM heating and Cooling who came out and determined an existing had 3 elements on a 60amp circuit that were too small(which is obviously a preexisting issue) and American Home shield then sent out ************************** on 3/17 and said the same thing! American Home shield is now saying they will not cover this. Now, back in 2019(when I first purchased this home), I had to reach out to BBB (previous case #********)as they kept denying my claim and then it was determined it was covered in my warranty. I am seeking for American Home Shield to approve this claim as it falls under the Electrical, improper installation AND preexisting issues I pay for monthly. American Home shield has not been in communication with me directly,which is why I'm reaching out to BBB!
Business Response
Date: 03/29/2023
March 29,2023

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

RE:**************************; AHS Plan No. *********, BBB Complaint Case No. 19624850

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 Ms. ****** feedback and we apologize for any frustrations and inconveniences she may have experienced. Our records indicate that on 3/12/23 a work order was created for an air conditioner, and per the technician, and the failed component was an undersized electrical issue, the jumper bas burnt up along with the line voltage wire feeding the air handler. It was denied for inadequacy and lack of capacity, Per her contract section D item 1b. your Agreement does not cover: A malfunction of a Covered Item due to lack of, or excess of, capacity in the covered Item. If ************** do not agree with the technician, she can request a second opinion, and she can reach us at ************.

Thank you for your consideration.

Sincerely,

American Home Shield Corporation
Initial Complaint
Date:03/20/2023
Type:Delivery 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 for my washing machine on January 31. I have been told the part has been ordered multiple times, and again today 3/20. I have been without a washer for almost 2 months and not one person from AHS cares. I asked for my washer to be replaced today and they have told me the parts are ordered......and will be here on 3/23 It is not ok to make a customer wait for washing machine repair for 2 months.
Business Response
Date: 03/26/2023
March 26, 2023

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

RE: *********************;AHS Plan No. *********; BBB Case No. 19624339

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 26, 2023, the decision was made the washer should be replaced. AHS ******************************* will contact the plan holder to review the replacement option in accordance with the provisions of the warranty plan. The plan holder may contact the AHS ******************************* directly at **************.

Thank you for your consideration.

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

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution. However they have not contacted me to replace the washer. I will call them tomorrow morning to follow up.

Sincerely,

*********************
*************************************
*********, ** 76092
Initial Complaint
Date:03/20/2023
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 woke up on March 17th to a broken pipe and our garage flooding. My husband turned off the main water line and I called in to AHS to ask if this issue is covered and 3 different people told me that it was. My husband called in to check as it appeared that the link may be under the concreted slab and he saw something in our contract stating a cap of $500 and they still said it would be covered under our policy. After calling in multiple times, being routed to people probably in ***** as we could barely understand them the issue was escalated. I asked multiple times if I could hire my own plumber and if they would reimburse me as we had NO WATER and very young children at home and was told no, if I did that it would not be covered. They got a technician to come out the next day and stayed for 15 minutes saying it should be an easy fix and they wouldn't touch the slab they would bypass slab and go up and over to water heater, but they didn't have the parts. Called back AHS for an update multiple times to be told they cannot do anything without the contractor's report. It took 3 days and all weekend WITH NO WATER to be told that they would only cover $500 and we would have to pay the plumber directly for an additional $855 before the plumber would come back out to fix. I asked to see the plumbers report and was told by AHS that they could not give it to me that I had to get it from Plumber directly. Called plumber who said that they cannot give it to me as AHS won't allow it. I can't see a report of what the technician tells AHS??? The plumber then came back with the following stating that the $855 is just an estimate and it may be more once they get in there etc? The selection of technicians is out of the customer control and if delays are caused by them and the insurance company can't escalate then how can a customer receive coverage. The lack of professionalism has caused extreme disruption and damage and we retained this insurance/warranty for peace of mind and protection and the response has left us as victims and helpless.
Business Response
Date: 03/29/2023
March 29,2023

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

RE:******************************; AHS Plan No. *********, BBB Complaint Case No. 19624263

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 ********************** feedback and we apologize for any frustrations and inconveniences she may have experienced. Our records indicate that on 3/17/23 a work order was created for leaks, and per the technician, he will need to reroute the pipes. On 3/21/23 she was offered cash in lieu in the amount of $500 for the repairs, and on 3/23/23 ******************** accepted the offer. We show a check pay date of 3/29/23 with a check date of 3/27/23 in the amount of $500.00, to ensure we are being fair and consistent, each request is processed in the order received, and the check will be mailed via the U.S. Postal Service. The processing of the reimbursement is normally ***** business days and, the check will arrive in an envelope with the name AHS/HSA.

Thank you for your consideration.

Sincerely,

American Home Shield of **********
Customer Answer
Date: 03/29/2023

Complaint: 19624263

I am rejecting this response because:
I picked the cash out offer only after we found that the leak was not under the slab as both technicians that AHS sent out stated and we told them multiple times that it is not as we had our own plumber come out and look and he WENT UNDER THE HOUSE and actually did dudiligence, their technicians never went under our house to check anything and one technician that came out twice tried to say they wouldnt even fix the leak now they would only re-pipe our entire house. They left us without water for 7 days while they followed their process See attached that AHS said they would only pay the cash offer after proof of fix and it would take 21 days. We had the leak fixed see attached venmo of what it cost, not the $5k AHS techs estimated without even investigating the issue. AHS only would pay $500 either way, so I accepted that offer as that was my only alternative. Please advise when payment reimbursement will be sent.

Sincerely,

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

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