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

18,205 total complaints in the last 3 years.
4,966 complaints closed in the last 12 months.

If you've experienced an issue

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:03/18/2023
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.
On Feb 18th my combination heat and air conditioner unit shorted out and smoke poured in the house. We had to call the fire department to clear the smoke out of the house. I called American Home Shield to request a service call and on Feb 20th a technician came out and did an inspection. He said that the high limit switch was bypassed. American Home Shield denied the service request because the high limit switch was bypassed. When I called them to cancel a representative before I do that,to request a second opinion. The second technician came out and basically ran the blower motor until it overheated and melted the wiring harness. The company then sent a bill for 1900$ with American Home Shield not covering any costs. Any service I requested for my combination heat and air conditioner unit,I always contacted American Home Shield. They're supposed to keep a record of all service calls. There was one call from January of 2022 that showed that a technician came out but didn't turn in any paperwork. These people are supposed to note any anomalies or anything that's not up to standard and report them. No note was in the non existent report about the high limit switch being bypassed. It's been a month and no one is taking responsibility for it. It's been cold this past month and we're still without heat. I have my home owners insurance looking to help but no one at American Home Shield is cooperating. I even went as far as requesting a revised quote to include missing information that the second technician left out. Nothing from either American Home Shield or the service company. I'm at the end of my rope dealing with this.
Business Response
Date: 03/28/2023
Date: March 28, 2023

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

RE: *****************************; AHS Plan No.606459208; BBB Case No. ********

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 complaint. I have reviewed AHS records and find that a service request for the Combo Heat-A/C unit was placed on 02/22/2023 and assigned to ******************************************* for service.The vendor reported the diagnosis to AHS stating that another contractor was out to the home, and they bypassed the high limit switch and the fan switch causing the package system to burn out. The repairs were denied due to not normal wear and tear.

A second opinion was placed and assigned to Air Repair LLC for service. ****************** vendor reported the diagnosis to AHS stating that the unit was missing the high limit switch and it was also bypassed causing the unit to get hot. The repairs were again denied as the cause of failure is not covered by the warranty.

If ******************** is in possession of information from a licensed and insured HVAC company that contradicts the diagnosis provided to AHS he can forward the detailed information to me for review. The requested information should include a 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, I will advise you of AHS position regarding this matter.

Sincerely,
American Home Shield Corporation
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.
On March 18th I called for the 3rd or 4th time to let them know Im unable to submit service request through their online website. The American Home Shield representative was unable to connect me to a tech support to assist. They kept giving me the round around with no solution. The asked me to creat a new email account, to reset my password, to refresh my website. This was nonsense. This company needs to have other people working instead of hiring foreign that are not equipped to assist. I submitted a request for my furnace, the technician that came out looked at the furnace and said that nothing was wrong with it and proceeded to say the item that was not working was the steam heat boiler nozzle that connected to the boiler. However, my furnace is still not heating and continues to turn on and off every 5 mins. I want my furnace fixed, that's all I want. We live in ******* and it's currently darn cold right now to be dealing with this type of issue. We pay our monthly fee, and it seems this company continues to don't care after reading the horrible reviews.
Business Response
Date: 03/28/2023
March 28,2023

*********
**************************************************************
3693 *************
*******,** 38125

RE:********************; AHS Plan No. *********, BBB Complaint Case No. 19618586

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 a work order was created for a furnace, and when the technician arrived at the home, he stated it was the steam heat boiler. Per the technician, he needed to replace two zone valves, that had shorted, causing the unit not to heat, and the job was completed on 3/14/23. On 3/28/23 a new work order was created for his furnace, and assigned to ***** HVAC, and he has an appointment schedule for Friday, 3/31/23,and the service fee has been waived. On 3/28/23 paperwork was submitted to waive his service fee in the amount of $100; please allow ***** business days for processing. Regarding his concerns with the My Account portal, it was temporary down for a day, and we do apologize for the inconvenience. We do have several offices overseas, and we do appreciate your feedback, I will make sure your concerns are documented, so that this information can help in our training process. If he has any other questions or concerns, he can reach us at ************.

Thank you for your consideration.

Sincerely,

American Home Shield Corporation
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.
American Home Shield Warranty. Furnace broke down February 28, and AHS has completely dragged their feet in any attempt to provide a timely resolution. Its winter in *********, temp this morning was 8 degrees and I still have no date set for when the repair or replacement will be completed. Going on 3 weeks with no working furnace. Technicians have been to house 2 times, and keep seeking parts orders. After repeatedly contacting customer **********************, ********************** has expressed there is no contractual timeline or agreement for when they are obligated to provide repair or replacement, they cannot provide a phone number to escalation **** or corporate office. They cannot provide an email, physical address or any other contact information. All calls are serviced overseas with poor English and very limited access to provide any information at all outside of its in progress. Extremely disappointed. No end in sight.
Business Response
Date: 03/28/2023
March 28,2023

*********
**************************************************************
3693 *************
*******,** 38125

RE:****************************; AHS Plan No. *********, BBB Complaint Case No. 19618442

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 2/28/23 a work order was created for a furnace, and per the technician, we will need to replace the control board, due to its not working. Per the technician, the job was completed pm 3/21/23. We do have several offices overseas, and we do appreciate your feedback, we will make sure your concerns are documented, so that this information can help in our training process. If he is still having issues with the furnace, he can reach us at ************.

Thank you for your consideration.

Sincerely,

American Home Shield Corporation
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.
On 3/18/2023, I attempted to cancel my contract renewal with AHS. I was advised that I was not able to cancel even though I contacted them at ************. I spoke to four different people who either refused or hung up in my ear. All I want to do is cancel my service.
Business Response
Date: 03/19/2023
March 19, 2023

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

RE: *********************;AHS Plan No. *********; BBB Case No. 19618267

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 April 20, 2022, the plan holders current warranty plan (# *********) became effective and is set to expire on April 20, 2023. The plan holders renewal warranty plan (#*********) that was set to become effective April 20, 2023, has been cancelled per the plan holders request. If the plan holder has any additional questions or concerns, AHSCustomer Service Department can be contacted at **************.

Thank you for your consideration.

Sincerely,
American Home Shield of *****, ****
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.
I have been contacting American Home Shields customer ********************** department requesting information concerning my service request about my heating unit and have received what I consider extremely poor service. I requested service for my heating unit in December 2021. The unit was finally fixed in the spring of 2022. I was under the impression that the unit was repaired and functional as I spent all of last winter without any heat. I upgraded my service contract to avoid any other problems with my service. However, in December 2022 I had to submit another service request because I was not getting heat from my unit. So far, this winter I am still without heat. I was informed by the customer ********************** department that my policy did not cover the parts needed to fix the problem. I currently have American Home Shields Platinum Shield policy, which I was under the impression that it would cover all my concerns about out-of-pocket costs. When I asked the service representative to please explain to me why the Condensing Unit and other parts were not covered when it was improperly installed by the contractor that they sent to me last winter, they would only tell me that it was in my contract. I was informed by the customer representative that ********************** has no complaint department and there was no other person I could talk to outside of their office to address my problem.I do not recommend anyone depend on American Home Shield for any major repairs to their property. I no longer believe it when American Home Shield advertise "repair or replace" because I believe it comes with loopholes that they can and will use to their advantage.
Business Response
Date: 03/28/2023
Please see the attached correspondence. Thank you.
Initial Complaint
Date:03/17/2023
Type:Order 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.
a clog occurred in the plumbing drains. American home shield sent out a plumber who stated the clog was due to a foreign object. I was curious because the plumber told us it was toilet tissue and flushable wipes. When I called AHS back and spoke to one of their representatives, who agreed that flushable wipes were not foreign object. The first attempt to rectify the situation was to send an email to the plumber to clarify what the "foreign object" was. When the plumber didn't respond, they sent out a second plumber who verified that the clog was caused by the above. The next representative with AHS kept saying that it was a foreign object. I asked to speak to a supervisor, they left me on hold for 20 minutes, then came back and said that no one is available due to high call volume and said they would have the matter escalated but never did. I asked to speak to a supervisor because I do not understand how flushable wipes, items that are supposed to be flushed down the toilet, is considered a foreign object. They are not honoring their contract with me to clear the line. I have to get it done because it just keeps backing up, but I hoping to get help to have AHS honor their contract and get the plumber to finish the job or give me a refund if i have to get the plumber out myself.
Business Response
Date: 03/28/2023
March 28,2023

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

RE: *************************; AHS Plan No.608403638; BBB Case No. 19616659

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 does apologize for ***************************** frustration regarding this matter. On March 14, 2023, **************** reported to AHS that the drain line underneath the house and backing up due to foreign objects causing its stoppage and tech recommends to snake drain line. The technician determines the failure was not normal wear and tear. AHS second opinion company Royal Plumbing reported the same diagnosis. Section A.2 of the warranty plan states coverage under this contract includes normal wear and tear malfunctions during the contract term.The repair to clear the stoppage was denied.

If ****************** is in possession of an invoice or estimate from a plumbing company,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 AHS position.
Thank you for your consideration

Sincerely,

AMERICAN HOME SHIELD CORPORATION
Initial Complaint
Date:03/17/2023
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.
A work order was created with American Home Shield on 2/9/23 to service our dryer as it is not operational. We paid the $100 service fee on 2/11/23 and they had a technician come to our home to assess the problem within 24 hours (2/10/23). At that point, the technician stated that he ordered 4 parts to replace on the dryer and we were told they would arrive and the repairs would be completed within 7 days. We received notification that one of the parts was on backorder, so none of the additional parts were delivered in this original timeframe. We attempted to contact the technician several times without success as their phone number directs you through an automated loop and disconnects the call each time. As a result, we contacted AHS for help and they stated that they made several attempts to speak with the contractor but have also not been able to reach them. AHS told us on 3/8/23 that the contractor reordered the parts and we should have word from the contractor by 3/15/23. Once again, we have not been contacted by the contractor, nor have we had success with contacting the technician directly. AHS refuses to transfer our work order to another technician nor will they refund the $100 service fee. We have attempted contact with the technician and AHS on several occasions over a period of 5 weeks (2/9/23-3/17/23) and they will not help us to resolve the problem. We have spent several hundred dollars at a laundromat in the meantime. We have attempted to escalate the matter to a supervisor with AHS and they continue to ask us to call back several days later just to repeat the process again. We would like to be transferred to another technician to manage the dryer repair or at least receive a refund so we can put that money towards buying a new dryer. Our contract # (attached) is *********. Also attached is proof of payment for the service fee and
Business Response
Date: 03/18/2023
March 18, 2023

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

RE: *****************************; AHS Plan No. *********; BBB Case No. 19616620

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 18, 2023, the decision was made the dryer should be replaced. 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. 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 repairs, AHS reserves the right to rebuild existing parts or components and/or to install rebuilt parts or components.When making replacements, AHS is responsible for installing replacement ******************* 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. AHS ******************************* will contact the plan holder to review the replacement option in accordance with the provisions of the warranty plan referenced above. The plan holder may contact the AHS ******************************* directly at **************.

Thank you for your consideration.

Sincerely,
American Home Shield Corporation
Initial Complaint
Date:03/17/2023
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.
Hello, AHS sent out the below appliance company to fix our oven last summer. We tried and tried to get AHS to get the vendor to come back to our home and fix the damage they did to our wall, custom cabinets and oven door. We have tried again recently numerous times to get them to fix it and they don't even care that their vendor didn't do the job they said they did. We have a warranty policy with AHS. They sent that vendor out. Yet they won't make sure our problems are fixed. Their vendor does not answer our calls or texts. AHS repeatedly says *************** has agreed to come and fix and nothing happens. We don't want Aspen Appliance back in our home, but we want AHS to step up and fix what their vendor did not. Dispatch #********* - Open on 8-24-2022 - Assigned to ***** ***************** - *************) Vendor Address: ***********************************************************************************.
Business Response
Date: 03/29/2023
March 29,2023

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

RE: ***************************; AHS Plan No.610821968; BBB Case No. 19616482

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 does apologize for ******************* frustration regarding this matter. On September 21, 2022, ********************** informed AHS that the when the oven was removed there was a scratch to the property. Section D.8 of the warranty plan states AHS is not responsible or liable for secondary, incidental, and/or consequential loss or damage resulting from the malfunction of any covered item, or a service contractors neglect or delay in providing, or failure to provide, repair or replacement of such item, including, but not limited to,food spoilage, loss of income, utility bills, additional living expenses,personal and/or property damage.

Aspen Appliance informed AHS that the company did not make any damage at the property, in order to amicably resolve this issue, Aspen Appliance offered to cover the scratch with a scratch pen, the repair was declined.

In order to amicably resolve this issue, although not liable to do so, AHS willing to offer ********************** $250 for the repair of the scratch. If ********************** would like to accept AHS offer, he may submit his verified mailing address.
Thank you for your consideration

Sincerely,

AMERICAN HOME SHIELD CORPORATION
Customer Answer
Date: 03/31/2023
I appreciate the apology, but that doesn't fix the damage Aspen did to our home and our double oven. The $250 offered won't come close to fixing the damage to our custom cabinets, wall and double oven. I have spent much time on the phone trying to get AHS to understand what is going on and that ***** will not answer my calls or texts. My wife has spent literal hours on chat with AHS and was told so many times that Aspen would be out or call and they do not. We've caught them in many many lies that are documented on chat with Frontdoor. I was present when Aspen came to repair our double oven. Aspen Appliance is 2 possibly senior men. I only mention that because of the weight of the double oven. They had to attempt to get the double oven back in the wall several times, causing the damage to the cabinets, wall and bottom double oven door. I was extremely concerned they or one would hurt themselves. The double oven was clearly too heavy for them to handle. They should never have accepted the job in the first place. The finally got the double oven back in, made sure it turned on and took off out the door. They didn' even check for temp. I immediately complained to AHS. They had already marked the job as complete on the AHS dashboard. We do not want Aspen back in our home, but our oven still needs repaired. My wife and I have both contacted AHS dozens of times. My wife was told via chat that we'd be contacted by a field agent many times and AHS never came through. Please see the photos I've attached and labeled. Please don't hesitate to reach out for more info. Thank you, ***************************
Customer Answer
Date: 04/11/2023
Have the photos of the damage been viewed by BBB? ASPEN aPLIANBCE FURTHER DAMAGED OUR DOUBLE OVEN WHEN TRYING TO PUT IT BACK INTO PLACE. tHAT IOS HOW THEY DAMAGED OUR CUSTOM CABINETS, WALL AND DPUBLE EOVEN EVEN MORE.
Customer Answer
Date: 04/11/2023
Has AHS pulled the chat records for this service call. My wife spent days online with them and the lies from Aspen Appliance are recorded there. Also from the AHS agents on chat.
Customer Answer
Date: 04/14/2023

Complaint: 19616482

I am rejecting this response because: I appreciate the apology, but that doesn't fix the damage Aspen did to our home and our double oven. The $250 offered won't come close to fixing the damage to our custom cabinets, wall and double oven. I have spent much time on the phone trying to get AHS to understand what is going on and that ***** will not answer my calls or texts. My wife has spent literal hours on chat with AHS and was told so many times that Aspen would be out or call and they do not. We've caught them in many many lies that are documented on chat with Frontdoor. I was present when Aspen came to repair our double oven. Aspen Appliance is 2 possibly senior men. I only mention that because of the weight of the double oven. They had to attempt to get the double oven back in the wall several times, causing the damage to the cabinets, wall and bottom double oven door. I was extremely concerned they or one would hurt themselves. The double oven was clearly too heavy for them to handle. They should never have accepted the job in the first place. The finally got the double oven back in, made sure it turned on and took off out the door. They didn' even check for temp. I immediately complained to AHS. They had already marked the job as complete on the AHS dashboard. We do not want Aspen back in our home, but our oven still needs repaired. My wife and I have both contacted AHS dozens of times. My wife was told via chat that we'd be contacted by a field agent many times and AHS never came through. Please see the photos I've attached and labeled. Please don't hesitate to reach out for more info.
Sincerely,

***************************
Business Response
Date: 04/19/2023
April 19,2023

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

RE: ***************************;AHS Plan No. *********; BBB Complaint Case No. 19616482

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 follow up from ********************** regarding the service request for the oven;we apricate being able to address the concerns.

AHS has notified the Contractor Field Manager for the region of the complaint from ********************* regarding property damage caused by Aspen Appliance when at the residence. Also, Mr. ********** messages are not being returned to discuss the issue. AHS service providers are licensed in their perspective trades by their state of operation and insured for any damage that *** occur when at a members residence.

AHS has placed a new service request for a different contractor to perform an independent diagnosis of the oven issue. A copy of the request has been forwarded to the email address on file for ************************** records. Once the report is received, AHS will approve all covered repair costs. AHS does apologize for any frustration experienced and understands the need to resolve the matter. If additional information is required, please contact AHS at your convenience.

Thank you for your consideration.

Sincerely,
American Home Shield Corporation
Customer Answer
Date: 04/24/2023
Hello,I have been contacted by a different appliance repair company and they are supposed to be here tomorrow. That is appreciated. I have contacted AHS because we still have not been contacted by the field agent about the damage to our property. AHS had no idea what I was referring to. The previous reply to complaint told me to contact AHS if I had any questions or needed more info. I have once again tried and they know nothing. We will accept the $250 for the property damage (from Aspen Appliance Repair) and the repair/replacement of our oven by the new service provider. Thank you ***************************
Customer Answer
Date: 04/24/2023
How can we accept or reject when we only accept part? The damage to our property is not being addressed. No one from AHS is contacting us about the field agent not doing their job. We have already accepted an appt from a different repair place through AHS for tomorrow. If we reject, does that void that part that we havent even accepted or rejected yet? I am confused and no one at AHS knows anything about any of this. Is the field agent supposed to be calling to get the damage to our property fixed?
Customer Answer
Date: 04/25/2023

Complaint: 19616482

I am rejecting this response because: AHS still has not had the field agent get in touch with us. AHS knows nothing about any of this when we call, as advised in the last offer if we had questions. We will accept the original $250 for the damage to our custom cabinets and wall that Aspen did on their service call from AHS. We have let another company come look at the oven and parts have been ordered. We accept that part of the offer.

Sincerely,

***************************
Business Response
Date: 04/27/2023
April 27,2023

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

RE: ***************************; AHS Plan No. *********; BBB Complaint Case No. 19616482

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 follow up from ********************** regarding the request for the oven; we welcome the opportunity to provide further assistance.

Our records show the service contractor assigned to the new request advised the glass of the oven door requires replacement. The repair was approved, and the parts requested were ordered and shipped to ***** Appliance Repair. When received,they will call to schedule their return appointment to complete the repair. AHS is currently processing the payment for the accepted offer of $250.00 toward the cabinet and wall repair. Mr. ********** check arrive via the U.S. Postal Service in ***** business days to the covered property address.

Regarding the Contractor Field Manager being advised of the complaint, they contact the owner of the company directly to address the matter. AHS regrets to hear that ********************** was not informed of the information when speaking with our ************************ and apologizes for the inconvenience.

Thank you for your consideration.

Sincerely,
American Home Shield Corporation
Customer Answer
Date: 04/28/2023

Complaint: 19616482

I am rejecting this response because: the repair company that came and looked at oven the other day ordered a part but also said the ovens needed to be recalibrated after part came in and installed since they still don't work properly from last repair. They burn everything. Was that not included in the repair persons paperwork? The first company that came didn't even make sure they worked properly before taking off after they damaged our ovens, cabinets and wall. AHS ignored us for at least 7 months. We've been living with ovens that don't bake right since living here. This repair person will not leave without making sure our ovens are actually working correctly. That needs to be included in the repair.

Sincerely,

***************************
Business Response
Date: 05/03/2023
May 3,2023

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

RE: ***************************; AHS Plan No. *********; BBB Complaint Case No. 19616482

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 follow up from ********************** regarding completion of the oven repair; and appreciate being able to provide an update.

AHS can confirm the requested parts were ordered and en route for delivery to the service contractor. Once received, ******************** Repair will contact ********************* to schedule the return appointment for installation. If calibration is also required, ********************** can be assured it will be performed by the technician. If there are any additional concerns or questions regarding the repair, AHS is available at your convenience.

Thank you for your consideration.

Sincerely,
American Home Shield Corporation
Customer Answer
Date: 05/06/2023

Complaint: 19616482

I am rejecting this response because: nothing has actually been fixed yet and no check in hand. I honestly don't understand what this Im supposed to be accepting or rejecting. NO work has been completed and no money for damages.

Sincerely,

***************************
Customer Answer
Date: 05/09/2023
I have attached the copy of the check and letter we received from AHS. The letter goes against everything we agreed to here. Why is the case closed? They aren't doing what they have said they are doing and the check nulls and voids all repair of our range. The check is supposed tobe for damage to our home and they agreed to fix our range, yet the letter that came with the check states the opposite. ***************************
Initial Complaint
Date:03/17/2023
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.
Money gouging. American Home Shield has increased the monthly service cost by 33%. When I called to request that they lower their fee, I had to try to convince the account specialist to lower the cost or connect me to a supervisor. As I couldn't be connected to a supervisor, my the specialist was the middle man between me and the supervisor and the options they offered were meager (i.e., will cut your monthly cost by $10 or will give you a one time $100). 45 Minutes later and now AHS is gouging 28% instead of 33%. Also, their service request cost has gone up to $100 instead of $75.
Business Response
Date: 03/27/2023
Date: March 27, 2023

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

RE: ************; AHS Plan No.620660288; BBB Case No. 19616186

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 fully understand ************* concerns about the increase reflected in their warranty premium, and I apologize for any inconveniences this may cause. The price increases have occurred to allow us the ability to continue to offer the comprehensive coverage outlined in your warranty contract. I have reviewed AHS records and found that on 03/17/2023 ************ was offered a $100 premium concession as a courtesy, and she accepted. Records show that the $100 concession was applied to the contract on 03/23/2023.
If ************ has any questions regarding the contract cost, she can contact consumer sales at **************.

Sincerely,
American Home Shield Corporation
Initial Complaint
Date:03/17/2023
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.
It has been since February 9th that I have been without a refrigerator. American Home Shield is on the 4th repair company they are sending out and to date no manager has called me back. I have been without a fridge all because they keep telling me they need to get a "certified freon specialist" to come look and work on it. They have already sent 3, how do 3 companies that work on refrigerators not have "certified freon specialist"? Not to mention their customer ********************** is the worst, they have hang up on us and keep telling me a manager is going to call us and nothing. I have had to take all my food to my neighbors which is causing an inconvenience to me and my family.
Business Response
Date: 03/18/2023
March 18, 2023

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

RE: ****** &*******************************; AHS Plan No. *********; BBB Case No. 19616126

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 18, 2023, the decision was made the refrigerator should be replaced. 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. 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 repairs, AHS reserves the right to rebuild existing parts or components and/or to install rebuilt parts or components. When making replacements, AHS is responsible for installing replacement ******************* 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. AHSAppliance ********************* will contact the plan holder to review the replacement option in accordance with the provisions of the warranty plan referenced above. The plan holder may contact the AHS Appliance ********************* directly at **************.

Thank you for your consideration.

Sincerely,
American Home Shield of *****, ****
Customer Answer
Date: 03/18/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution. Attached is a copy of the original receipt.

Sincerely,

*******************************
********************************
***********, ** 78219

Customer Answer
Date: 03/29/2023

Complaint: 19616126

I am rejecting this response because: I have tried to deal with American Home Shield on two refrigerators that we have that have both been without repair. I finally resolved the issue with the first one; however the second one has yet to be repaired correctly. On both I have waited for a service technician to come out and as usual all they do is mess with it for a bit and say they "fixed" it and yet here we are again. I have been on/off with these repairs, and this morning my backup which should be covered with AHS is broken AGAIN. Here we are less than a month that they sent out a repair technician and here they go with "we are sending yet ANOTHER contractor to look (because that's all they do) at it.." This is becoming very frustrating when I have to throw food away because I cannot get any type of good service. I have not only lost time with AHS, but money. I have thrown out hundreds of dollars of food all because their contractors cannot fix the issue. This has been ongoing since January not with one but two refrigerators. Apologies at this point do nothing when food is being thrown out, not to mention we have an infant here, so imagine throwing away food and having the inconvenience of having to take it to a neighbors to store. I am also being charged $75 each time they send out another technician. I would expect that they not charge me that since it has yet to be resolved from the first time I reported the issue back in January. At this point this second fridge also needs to be replaced as I am tired of the "patch" work their contractors are doing on it and it fixes NOTHING!!!!

Sincerely,

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

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

RE: ****** &*******************************; AHS Plan No. *********; BBB Case No. 19616126

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

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

AHS has previously received and reviewed plan holder's complaint and stated its position regarding this matter. AHS does apologize for the plan holders frustrations regarding this matter. On March 31, 2023, the decision was made that the second refrigerator should be replaced. 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. 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 repairs, AHS reserves the right to rebuild existing parts or components and/or to install rebuilt parts or components. When making replacements, AHS is responsible for installing replacement ******************* 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. AHSAppliance ********************* will contact the plan holder to review the replacement option in accordance with the provisions of the warranty plan referenced above. The plan holder may contact the AHS Appliance ********************* directly at **************.

Thank you for your consideration.

Sincerely,
American Home Shield of *****, ****
Customer Answer
Date: 03/31/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.
The attached link has the approximate cost of replacing the same refrigerator. ****************************************************************************************

Sincerely,

*******************************
********************************
***********, ** 78219

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