Complaints

This profile includes complaints for American Home Shield's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

American Home Shield has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  American Home Shield

  3400 Players Club Pkwy Ste 300 Memphis, TN 38125-1731

  
• 

  Home Security of America

  Unlisted Milwaukee, WI 53201

  
• 

  American Home Shield Corporation

  1051 N Kirk Rd Batavia, IL 60510

• 

  American Home Shield

  Macon, GA 31210

• 

  Home Security of America, Inc.

  PO Box 650993 Dallas, TX 75265

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.

  Filed claim with American Home Shield warranty due to plumbing stoppage. They sent Mr. ****** plumbing to diagnose the problem. We were charged our fee of $100. Mr. ****** ran 2 sewer cables and found the problem to be outside. They also ran a camera at my request. I agreed to pay for the camera. We acknowledged that American Home Shield does not pay for outside line repairs. We agreed to pay Mr. ****** to repair and replace the outside line. $2995, This was on 03/02 Mr ****** returned on the 17th March and repaired the outside sewer line. While connecting to the house we were told by Mr ****** that our inside line is cracked as well. We were told that American Home Shield should cover the inside plumbing. We received a bill for approx $4200 for inside plumbing. American Home Shield says they do not cover it up because it is under the house. Our understanding is that is in the house. It is under the floor which is pier and beam. They charged us again $100 to say they do not pay. Now they are sending us a bill for the initial diagnostic call and running the sewer cable to find the problem as well as saying they will not pay for the problem under the house. We have disputed the charge. Will not pay for the initial diagnostic procedure of $1177. That should be covered by the warranty company. we believe our claim should be covered even under the house. I have the receipts and estimates but do not know how to attach them to this, I do not believe we should be charged for the initial diagnostic.

  

  Business Response

  Date: 03/31/2023

  Date: March 31, 2023
  
  
  *************************************
  BBB of the Mid-South 
  ************************************;
  *******,** 38125 
  
  
  
  RE: ***********************; AHS Plan No.604188458; BBB Case No. 19624157
  
  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 a service request for stoppage was placed on 03/17/2023 and assigned to Mr. ****** Plumbing of ******* for service. The vendor reported the diagnosis to AHS stating that the concrete sewer line located outside the main foundation of the home has holes causing the stoppage. The technician also advised that the cast iron pipe inside of the home is cracked causing a leak underneath the home due to age. The technician recommended digging up the pipe underneath the crawl space since is it a pure beam house that has dirt on it and modifying the cast iron pipe to pvc pipe. AHS denied the repairs as per contract section E4,is it advises that 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. Customer is responsible for payment of any costs in excess of $1,000. AHS will not cover digging underneath the crawl space through the dirt. *************** contract does not cover providing or closing access to covered items. In addition, Mrs. ************* does not cover repairing of the sewer line outside the foundation of the home. *************** is responsible for the $7,150.00 non-covered repairs.
  
  Sincerely,
  American Home Shield of *****, ****
  

  Customer Answer

  Date: 04/01/2023

  We are not requesting American Home Shield pay for the replacement of the outside yard line, we are requesting that they pay for the total diagnostic cost and for the cost to jet clean the pipe do to the fact it was necessary for getting the stoppage removed. Unclogging the line is covered by the warranty contract. 

  Customer Answer

  Date: 04/09/2023

  AHS changed their contract tiers without notifying us. The contract we have states that they will pay for stoppage of the main sewer line. I called and was told that the main line was the one going from the house to the city sewer. When we first spoke to AHS and accepted the service they told us that all the plumbing was included and we asked about ************* they said it was also included. Mr. ****** told us AHS changed its coverage and didnt notify all the customers they were servicing for AHS. We feel AHS should pay for the diagnostic and service costs needed to unclog the line.

  Customer Answer

  Date: 04/14/2023

   
  Complaint: 19624157
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 04/14/2023

  We have canceled our contract with AHS. AHS told us that they would pay for the stoppage of our main line outside of the house. They are refusing to keep the word of their customer ********************** agents and will not pay for the services they told us that AHS would cover. We are requesting that AHS be responsible for the cost of the diagnostic and removal of the stoppage of the mainline. We have payed for the repairs of the mainline. And are not disputing the cost of repairs. We were not able to use the sewer mainline until the stoppage was cleared. After it was cleared we were able to use it again until we were able to get the line replaced. The running of the sewer cable was not able to clear the line so the company AHS assigned to do the work had to use another method to remove the clog. That is what we feel AHS is responsible to pay. The total cost is $1177.36 for diagnostic and removal of the clog.

  

  Business Response

  Date: 04/18/2023

  Date: April 18, 2023
  
  
  *************************************
  BBB of the Mid-South 
  ************************************;
  *******,** 38125 
  
  
  RE: ***********************; AHS Plan No.604188458;BBB Case No. 19624157
  
  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 advised ************* that the technician reported that the concrete sewer line located outside the main foundation of the home has holes causing the stoppage. The technician also advised that the cast iron pipe inside of the home is cracked causing a leak underneath the home due to age. The technician recommended digging up the pipe underneath the crawl space since is it a pure beam house that has dirt on it and modifying the cast iron pipe to pvc pipe. AHS denied the repairs as per contract section E4, is it advises that 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. AHS will not cover digging underneath the crawl space through the dirt.*************** contract does not cover providing or closing access to covered items. In addition, *************** contract does not cover repairing of the sewer line outside the foundation of the home.  ************** warranty covers clearing a mainline stoppage up to 100 feet from the access point via an accessible cleanout. The warranty does not cover clearing a mainline stoppage beyond 100 feet.

  
  If ************** is in possession of a diagnosis from a licensed plumber that contradicts the diagnosis provided to AHS by Mr.****** ******** of *******, she can attach it to the ** site for review. The requested information should include an itemized breakdown of the costs incurred or estimated for the repair, as well as the technicians diagnosis of what caused the failure. When the paid invoice has been received and reviewed, AHS will advise further of our position. AHS will await the requested itemized paid invoice.
  
  Sincerely,
  American Home Shield of *****, ****

  
  

  Customer Answer

  Date: 04/18/2023

   
  Complaint: 19624157
  
  I am rejecting this response because:
  We should not have to pay for the cost of unclogging the line. We should not have to pay someone to re diagnose it, especially since we have already had the line replaced. We have canceled service with AHS and will recommend everyone we know and talk with not do business with them. 
  Sincerely,
  
  ***********************

• 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.

  I've submitted the contractor reimbursement form along with the invoice where work was completed. The amount of $369.19 was previously authorized by American Home Shield. I've submitted the invoice and contractor reimbursement form on February 9th, March 4th, and again on March 9th. I was transferred to the escalation department where they assured me the accounting department would process contractor reimbursement form, and have my check of the authorized amount $369.19 would be mailed, and I should receive it in ***** days. Today makes the 41st day, and after weekly calls I make on Monday, they are still unable to provide me with an answer on whether or not there accounting department has processed a check. I believe there business model for reimbursement is for someone to give up and not seek reimbursement. This my only experience I've ever had with American Home Shield, and it's been traumatic to say the least. Thank you for your assistance in helping me to seek reimbursement of the authorized amount of $369.19. If you need to speak with me directly, please feel free to call at ************ or ***********************************************************,***************************** ************

  

  Business Response

  Date: 03/30/2023

  Date:March 30, 2023
  
  
  ***************************
  BBB of the Mid-South 
  ************************************;
  *******, ** 38125 
  
  
  RE: *****************************; AHS Plan No.614969178; BBB Case No. 19624059
  
  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 find that check # ******** in the amount of $369.15 was paid out on 03/28/2023. *************** will receive the check in ***** business days from the paid date.
  
  
  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,
  
  *****************************

  426 1/2 *********************

  ******, **, ** 25064

  
  

• 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 filed a request to have my roof leaks repaired, the company has taken a month to respond to me about taking care of my leaks. The contract doesnt state anywhere in it that I would have to pay $500.00 labor, before my roof would be fixed. The contract stated that AHS would pay up to $1500.00 in repairs, theres know mention of my having to pay anything nor any mention of it the root is old. AHS is defrauding its customers by not repairing anything stated in their contracts, by continuing to collect the monthly fee for services they have know intention of honoring I feel that this company shouldnt be allowed to continue to defraud the customers that are believing in them when the need arises.*****************************

  

  Business Response

  Date: 03/21/2023

  March 21, 2023
  
  
  ***************************
  BBB of the Mid-South
  *******************************
  *******, ** 38125
  
  RE: *****************************; AHS Plan No. *********; BBB Case No. 19623220
  
  Dear ********************:
  
  American Home Shield ("AHS") is in receipt of your letter advising of the above referenced complaint.  Your letter has been forwarded to me for review and response.
  
  I have reviewed AHS records regarding this matter.  On February 23, 2023, a service request was placed on a roof leak and Angel ************ and Roofing, LLC, was dispatched to diagnose any problems.  Angel ************ and Roofing, LLC, reported the roofing repair would cost a total of $2,100.  AHS authorized the contract limit ($1,500) and added the trade service call fee paid ($100) to that coverage,totaling $1,600.  The plan holder was responsible for the excess charge of $500 over the contract limit.  On March 2, 2023, this amount was changed by the contractor expressing the plan holder would only be $395 over the contract limit.  If the plan holder has any additional questions or concerns, AHS Customer ********************** Department can be contacted at **************.
  
  Thank you for your consideration.
  
  Sincerely,
  American Home Shield Corporation

• 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.

  Member rep solutions Al- ***** to AHS after washing machine stopped working. They assigned (#1) A-1 appliances who came out to the house 3 times and replaced 2 parts with no reason. I spoke to AHS after A1 stated they needed to order 3rd part and it would take 6weeks to get. AHS said they would get A1 to send their best technician master tech to repair and oversee woork. A-1 cancelled workorder and (#2) ********** was assigned. After a video diagnosis call and the info about what A1 did and that it was A1, *** refused the workorder and cancelled their follow up. I spoke to AHS escalation **** who spoke to both contractors and he said both contractors were clearly lying to him but he needed to reassign A1 so their master tech can fix it. A1 cancelled the workorder and it was reassigned to (#3) Vector Appliance who after 2 attempts at scheduling, cancelled workorder. I called AHS escalation and they said they dont know what happened and that they reached out to (#4) Atlantis repair and spoke to ********. AHS said they informed ******** of all the information about previous contractors and that our case needed priority assignment. I proceeded to call Atlantis and spoke to their owner who answers the phones and she stated she had no idea what I was talking about and that there has never been a ******** at the company. They did however receive the workorder with no additional info. ******** came out and diagnosed a stressed drain pump due to clogged hair and they dont consider that normal wear & tear so they denied claim and Atlantis will be asking me to pay out of pocket for repairs. I requested second opinion and AHS said I would have to pay for it (which is not part of my contract). At this point I cant trust AHS for anything. I need all of my properties contracts cancelled and reimbursed (6 contracts total). After nearly 2 months without a washer and the lying and the hoops they made me jump through. I believe they have turned into a scam.

  

  Business Response

  Date: 03/29/2023

  March 29, 2023
  
  
  
  
  *************************************
  BBB of the Mid-South
  3693 *************
  *******, ** *****
  
  RE: ***************************; AHS Plan No. 606823578;BBB Case No. 19622418             
  
  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 washer service request to a resolution.  I have reviewed AHS records and authorized the replacement of the washer.
  
  If *************************** would like to cancel his contracts, he will need to contact AHS directly at ************ and the contracts will be canceled per his request in accordance with the provisions of each warranty plan.   This matter is considered resolved.
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield of ******, ****

• Initial Complaint

  Date:03/19/2023

  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 Jan.23 AHS dispatched Action Plumbing to come out to my home to fix two shower head leakage a sink stoppage in master bathroom as well as the faucet a leak leading from the main bathroom to the garage the faucet in the tub The guy came out he was very rude to my daughter and was saying that everything that she told him that he was suppose to do that he was not doing it because it wasn't on the list and he didnt care if we called AHS he wasn't doing it they was just going to have to all him back out so I called AHS and told them and they said they were going to send them back out but that didn't happen but they made me pay another 100 fee to send someone else out in the meantime what action did fix it was a total mess. Now my hot water doesn't work in the tub and we are currently boiling water to take baths.When the current company came out to fix what they had messed up plus a toilet stoppage when I said to the man that Action was out to fix everything that they didn't or messed up the man said we often get calls after Action has come out to correct their mistakes. The company is ATK services. The man did fix the two stoppage and I thought the leakage from the bathroom to the garage but instead they made the leak worst and they didn't complete the work. I called AHS and told them they have been sending the company emails as well as calling them leaving messages to set up an appointment to come back out to finish the job correct the mistakes they made but they will not respond to AHS nor me. I asked AHS to send a different company out because this water is going to start causing more damage and I am tired of boiling water but they refuse. AHS also owe me 388 for an garage door opener they told me to send the bill I did still no refund, I want this ratified immediately. I want a refund and the work completed because this leak is getting worst.

  

  Business Response

  Date: 03/29/2023

  March 29, 2023
  
  
  
  
  ***************************
  BBB of the Mid-South
  *******************************
  *******, ** *****
  
  RE: *************************; AHS Plan No. *********; BBB Case No. 19621728             
  
  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 allowing us the opportunity to assist with bringing the plumbing service request to a resolution.  I have reviewed AHS records and show that Action Plumbing was dispatched back out on March 20, 2023 and the appointment was scheduled for March 24, 2023. According to our records, the plumbing service request was assigned to a Support Specialist to assist with facilitating a resolution.  On March 28, 2023, the Support Specialist left a message with the plan holder to follow up on the appointment that was scheduled for March 24, 2023.
  
  Although not obligated to do so, AHS refunded the service fee paid for the request on March 23, 2023. Depending on the financial institution it can take an additional 1-2 business days to reflect in the plan holders account.
  
  In regard to the garage door opener reimbursement, AHS processed the reimbursement for $388.13 on January 6, 2022, and the check was cashed on March 28, 2022.  No additional refund is due.  This matter is considered resolved.
  
  Thank you for your consideration.
  
  
  
  Sincerely,
  
  American Home Shield Corporation

  Customer Answer

  Date: 03/29/2023

   
  Complaint: 19621728
  
  I am rejecting this response because:
  That 388 was for the first door opener. They wanted to put a cheaper opener in there instead of what I had so they paid me for what it was going to cost them if I had allowed them to put there brand in. No they have not paid me for the other side that I purchased and they had me to send the receipt in to cover my cost.  They know the check was a buy out for the first one. Just lying. I want my money. 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/04/2023

  April 4, 2023
  
  
  
  
  ***************************
  BBB of the Mid-South
  *******************************
  *******, ** 38125
  
  RE: *************************; AHS Plan No. 619659758;BBB Case No. 19621728            
  
  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.
  
  After further review, it is found that the service request for the garage doors opener was placed on November 29,2021.  The vendor, ****** Door &Window reported there was no mechanical failure with the second garage door.  If the plan holder is having an issue with the second garage door, a new service request will need to be placed.  Please advise via this complaint, if a new service request is needed.
  
  Thank you for your consideration.
  
  
  
  Sincerely,
  
  American Home Shield Corporation

  Customer Answer

  Date: 04/04/2023

   
  Complaint: 19621728
  
  I am rejecting this response because:
  AHS know that we have had this conversation many times and they know that I purchased the garage door opener already and paid to have someone install it they advised me to purchase it and send them the receipt. They are playing games at my expense. For months they were telling me that they had put the request in and was going to send my money because they needed the paid receipt before any funds were to be disbursed. All I asking for is my monies that are due to me. They have the receipt what more do that need. 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/11/2023

  April 11, 2023
  
  
  
  
  ***************************
  BBB of the Mid-South
  *******************************
  *******, ** 38125
  
  RE: *************************; AHS Plan No. 619659758;BBB Case No. 19621728           
  
  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.
  
  My previous correspondence accurately stated the information in AHS records, as well as its position.  The vendor, ****** Door & Window reported there was no mechanical failure with the second garage door.
  
  O April 11, 2023,AHS placed a new service request for the second garage door opener.  Although not obligated to do so, in an effort to amicably resolve this complaint, AHS has waived the service fee for this request.  Once the diagnosis is received,AHS will advise the plan holder further as to its position.
  
  Thank you for your consideration.
  
  
  Sincerely,
  
  American Home Shield Corporation

  Customer Answer

  Date: 04/11/2023

  I do not mind them coming out but what are they going to find but a brand new garage door opener up that AHS is suppose to be refunding me for. So what are we really doing here I do not understand 

  Customer Answer

  Date: 04/12/2023

   
  Complaint: 19621728
  
  I am rejecting this response because: I do not mind them coming out but what are they going to find but a brand new garage door opener up that AHS is suppose to be refunding me for. So what are we really doing here I do not understand
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/19/2023

  April 19, 2023
  
  
  
  
  ***************************
  BBB of the Mid-South
  *******************************
  *******, ** 38125
  
  RE: *************************; AHS Plan No. 619659758;BBB Case No. 19621728          
  
  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.
  
  According to our records, the vendor, Diamond Garage Doors & Openers reported there was no mechanical failure with the garage door opener. 
  
  Although not obligated, in order to resolve this matter amicably, if you are in possession of an invoice or estimate from a company, you may forward the detailed information to me for review. The requested information should include an itemized breakdown of the costs incurred, as well as the technicians diagnosis of what caused the failure.When I have received and reviewed the requested information, you will be further advised of AHS position. Otherwise, based on the information in our possession, AHS has already reimbursed ************************* for the garage door opener, that ***************** Company stated needed to be replaced.  They also reported there as no mechanical failure on the second unit on November 30,2021.
  
  Thank you for your consideration.
  
  
  
  
  Sincerely,
  
  American Home Shield Corporation

• Initial Complaint

  Date:03/19/2023

  Type:Order 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.

  In December of 2022 I contacted American Home Shield by phone to attempt to cancel my home warranty contract with them. In an attempt to save the contract the agent offered me three free months of service and told me that my contract would not renew. On March 13th they attempted to charge my credit card on file for a renewal of the contract. The charge was declined because the card expired and I refused to update my payment information. I then received a phone call from them attempting to update my payment information so that they could charge me for the service renewal that I stated multiple times I did not want. I also stated to the agent multiple times that I will not be renewing the contract or providing them with new payment information. I also stated to the agent that if they attempted to charge me again that I would file a complaint with the BBB. On March 19th they attempted again to charge me using the payment information on file for a service renewal that I have requested to cancel. In every one of my contacts with them they have refused to provide me with any written confirmation that my contract will be canceled. The desired resolution is for them to cancel my home warranty contract and to cease all attempts to charge my credit card for services that they have not performed.

  

  Business Response

  Date: 03/19/2023

  March 19, 2023
  
  
  *****************
  BBB of the Mid-South
  *******************************
  *******, ** 38125
  
  RE: *****************************; AHS Plan No. *********; BBB Case No. 19620605
  
  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 has honored the plan holders request to cancel and backdated it accordingly to the requested date.  The plan holder should disregard any ******** that *** cross via mail and/or email dated within the next 10 to 14 business days.
  
  Thank you for your consideration.
  
  Sincerely,
  American Home Shield Corporation

  Customer Answer

  Date: 03/19/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.  Any further attempt to contact me or charge my credit card will result in legal action.

  
  Sincerely,
  
  *********************

  10123 *******************************

  *********, ** 80127

  
  

• Initial Complaint

  Date:03/19/2023

  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 had two claims with American Home Shield (AHS) this month and both have involved KJ Heating and air.The first involved my downstairs Heat Pump, nothing found wrong?????? Paid AHS $100. Still not satisfied with results and the techs from KJ.Second claim 3/15, 3/16. Again KJ Heating and air sent by AHS, ** said heat pump was 18 years olld and should be replaced, problem they found was a part had broken and all the freon had leaked out. Told me to keep heat set at emergency heat and the would send report to AHS along with photos they took.The next day 3/17 I gat an email fro AHS stating the claim had been closed and repair taken care of!!!!!!!!!!????????In calls to AHS got no results and could only speak to people who spoke broken english that I could not understand, when I asked to speak to a supervisor was told rep did not have a supervisoe.I called KJ, got a call from one of the techs and he insulted me, yelled and called me an old fool.I am 79 years old, just Had a hip replacement surgery and am on social security. I joined AHS and pay a monthly premium for coverage and now that I need a heat pump replaced I am being ignored and yelled at.

  

  Business Response

  Date: 03/29/2023

  March 29,2023
  
  
  
  ***************************
  BBB of the Mid-South 
  3693 ************* 
  *******, ** 38125 
  
  RE: *******************************; AHS Plan No.609544428; BBB Case No. 19620510
  
  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 26, 2023, ATR Heating and Cooling reported to AHS that the air conditioner line set will need to be repaired and the unit recharged with refrigerant. AHS has approved the repairs for the air conditioner unit. ATR Heating and Cooling has scheduled the repair appointment for March 30, 2023.This repair is in progress.
  
  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: 03/30/2023

   
  Complaint: 19620510
  
  I am rejecting this response because: They have taken forever to effect this, they have given me the run around, they have refused to answer any of my e mails. I have been totally ignored.

  Supposedly today ATR is coming to do the repair but I have yet to see them
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 04/05/2023

  April 5,2023
  
  
  
  ***************************
  BBB of the Mid-South 
  3693 ************* 
  *******, ** 38125 
  
  RE: *******************************; AHS Plan No.609544428; BBB Case No. 19620510
  
  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 5, 2023, ATR Heating and Cooling completed the repair for the air conditioner and the unti is working. This repair has been completed.

  Thank you for your consideration
  
  Sincerely,
  
  AMERICAN HOME SHIELD OF VIRGINIA, INC.

  Customer Answer

  Date: 04/05/2023

   
  Complaint: 19620510
  
  I am rejecting this response because: They lied to you, the repair did not get completed until today. The unit is now working and the repair people said to monitor the unit for 30 days to make sure that it continues to work properly. Also American Home Shield stated to you that they would reimburse me $100, they still have not done so as of this writing. As far as I am concerned they are a scam outfit and do not live up to what they promise. So long as the unit continues to work and once they reimburse the $100 I might consider that they are for real. Not until.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:03/19/2023

  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 purchased a homeowner warranty program from AHS to take care of issues on an older home I purchased. I had a homeowners inspection before I bought the house. When I had an air conditioning claim the representative from the company wanted to see my heating unit. He denied my claim because he said my heating unit was not compatible with my air conditioning unit. None of this was captured during the inspection when I bought the home this was a blatant attempt to deny the claim I believe that a **** is a complete rip-off and people need to know

  

  Business Response

  Date: 03/29/2023

  March 29,2023
  
  
  
  *************************************
  BBB of the Mid-South 
  3693 ************* 
  *******, ** 38125 
  
  RE: *******************************; AHS Plan No.600741568; BBB Case No. 18973402
  
  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 September 28, 2022, Air Control Experts reported to AHS that the air conditioner condenser coil and evaporator coil have 2 different types of refrigerants in the system, causing high pressures and has made holes in the unit. The condenser coil and evaporator coil will need to be replaced. The technician determined the failure as not normal wear and tear. Section A.2 of the warranty plan states coverage under this contract includes normal wear and tear malfunctions during the contract term.
  
  Although not obligated, in order to resolve this matter amicably, if ************************ is in possession of an invoice or estimate from a HVAC company of his choosing that contradicts the information provided to AHS, he may forward the detailed information to me for review. The requested information should include an itemized breakdown of the costs incurred or estimated for the repair, as well as the technicians diagnosis of what caused the failure. When I have received and reviewed the requested information, you will be further advised of AHSposition. Otherwise, based on the information in our possession, I find that coverage of the air conditioner was rightfully denied.
  
  Thank you for your consideration
  
  Sincerely,
  
  AMERICAN HOME SHIELD OF ********, ****

• Initial Complaint

  Date:03/18/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Home Warranty company does not honor or try to fix any repairs, they like to take all the money but refuse to get anything fixed, and over charge the customer. They refuse to provided a professional 2nd option.

  

  Business Response

  Date: 03/30/2023

  March 29, 2023
  
  
  
  
  *********
  BBB of the Mid-South
  *******************************
  *******, ** *****
  
  RE: *********************************; AHS Plan No. 614370198;BBB Case No. 19619917            
  
  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 washer service request to a resolution.  According to our records, the washer service request was originally placed on January 30,2023.  The vendor, Progressive Appliance reported that there was no access to make repairs to the unit therefore, a second opinion was placed.  The vendor,So Cal Appliance was authorized to replace the shocks and door gasket.  The vendor reported repairs were completed on March 2, 2023.
  
  A new service request was placed on March 24, 2023. Currently, the appointment for the washer is scheduled for April 8, 2023, with Nice Guy Appliance.  AHS relies on the diagnosis from our licensed technicians to determine the course of action for the repair or replacement of a covered item. Once the diagnosis is received, AHS will advise the plan holder further as to its position.
  
  Thank you for your consideration.
  
  
  Sincerely,
  
  American Home Shield of **********, Inc. 

  Customer Answer

  Date: 03/30/2023

   
  Complaint: 19619917
  
  I am rejecting this response because:
  
  I have been dealing with there contractors and they cancelled the request. I never did. The attic fan is still not working and they refuse to cancel the plan and give me my money back. They did not repair anything and instead made the attic fan catch on fire and I now have even more damage because their tech is not even licensed to do repairs. I do knot know why they brought up the washer when the complaint was so the attic fan 
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 04/06/2023

  *********
  BBB of the Mid-South
  3693 *************
  *******, ** *****
  
  RE: *********************************; AHS Plan No.614370198; BBB Case No. 19619917  
  
  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.
  
  According to our records, the second opinion vendor, ************* reported that the plan holder canceled the appointment during the window time on the day of the appointment, March 25,2023.  On March 31, 2023, ********************************* requested to cancel the contract however,  decided not to cancel and AHS sent a new service request for the exhaust fan other than range and waived the service fee.
  
  The vendor, *************** reported that the job was completed on April 6, 2023, however, no report was provided.  AHS has reached out to the vendor in an attempt to get the diagnosis of the exhaust fan other than range to provide additional information.
  
  If the plan holder still wishes to cancel,please confirm on this complaint and AHS will cancel the contract in accordance with the terms and conditions of the AHS warranty plan.
  
  Thank you for your consideration.
  
  
  
  Sincerely,
  
  American Home Shield of **********, ****

  Customer Answer

  Date: 04/11/2023

   
  Complaint: 19619917
  
  I am rejecting this response because:
  

   

  The lack of customer ********************** agent on this company I was cursed out by a filipino woman in customer **********************. My water needs service and I am without hot water and that is crazy that i have to wait a whole week! I paid $85 for no reason! and still nothing has been done! Nothing!!!!!! Its a company that doesn't care. I want the *** of this company to reach out to me so he can listen to the call recordings that I have. Its ridiculous that the company itself doesn't care not even in an emergency and its all robots working! I can't with this company. It cost me more money to wait and have something leaking while damaging my house even more. A clear violation of the contract to provide someone with a contractor. So I am now seeking for damage cause by the lack of customer ********************** and also the damage caused by repairs by the company. This is my last offer before I will proceed with legal affairs. I am done at being humilited and cursed out by a woman over the phone and will not tolerate that any more 

   

  Sincerely,

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

  

  Business Response

  Date: 04/14/2023

  April 14, 2023
  
  
  
  
  *********
  BBB of the Mid-South
  *******************************
  *******, ** *****
  
  RE: *********************************; AHS Plan No.614370198; BBB Case No. 19619917 
  
  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 water heater service request to a resolution. According to our records, the water heater service request was assigned to a Support Specialist to assist with facilitating a resolution and address any concerns regarding the lack of customer ********************** as described by the plan holder.
  
  On April 12, 2023, the plan holder was informed that AHS is waiting on the diagnosis of the water heater. The service request was placed on April 10, 2023.  Once the diagnosis is received, the Support Specialist will follow up directly with **********************************
  
  Section D.2. 8 of the warranty provides AHS is not responsible or liable for special, secondary, incidental, indirect, consequential, exemplary,or other related damage resulting from the malfunction of any Covered Item, or AHS or a Service Contractors neglect or delay in providing, or failing to provide, repair or replacement of such Covered Item, including, but not limited to, food spoilage, loss of income, utility bills, additional living expenses,or personal and/or real property damage.
  
  Thank you for your consideration.
  
  
  
  
  
  Sincerely,
  
  American Home Shield of **********, Inc. 

• Initial Complaint

  Date:03/18/2023

  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.

  Have a home, appliance, water heater, plumbing, and roofing repair warranty coverage from American Home Shield. Had them come out for a slight leak in the intake valve for the water heater and paid $125 service visit. *** recommended a whole water heater replacement and the claim was denied by AHS. This issue does not need a whole another water heater. It simply needs one part fixed which I got a quote from another plumber which will only cost $200. I also called the water heater supplier and since the water heater is so new they shipped me a new valve. So literally all thats left to do is to install the brand new part that was sent. AHS wont let me appeal the decision without paying another $125 ($250 total) when the actual fix quoted by another outside plumber is two hundred dollars total. AHS is a scam and either needs to fix my water heater with the free part I have or refund me my money.

  

  Business Response

  Date: 03/28/2023

  Date:March 28, 2023
  
  
  ***************************
  BBB of the Mid-South 
  ************************************;
  *******, ** 38125 
  
  
  RE: *****************; AHS Plan No.621836928; BBB Case No. 19618653
  
  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 his water heater complaint. I have reviewed AHS records and found that a service request for the water heater was placed on 03/03/2023 and assigned to ************************* Plumbing & Heating LLC for service. The vendor reported the diagnosis to AHS stating that the pipe that connects to the water heater was leaking at the joint and caused the tank to rust. The technician reported that the water heater tank would need to be replaced. Due to the rusting of the tank being caused by secondary damage, the repairs were denied.
  
  I have set up a second opinion at no additional charge to ******************************* vendor will contact ************ directly to schedule an appointment.Once AHS receives the diagnosis from ****************** vendor, AHS will notify ************ of its decision based on contract coverage.
  
  As a courtesy, AHS will reimburse ************ the $125 trade service fee. He will receive the reimbursement back to the original payment method in ***** business days.
  
  Sincerely,
  American Home Shield Corporation