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

18,213 total complaints in the last 3 years.
4,971 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:03/17/2023
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.
I pay $75.00 a month and my bathroom sink is backed up. They sent a company out (Pipe solution) and the tech stated that he needed to cut a hole to get to the pipe that is located in the wall. So, the tech left and he stated that someone would be back the next day. I called American Home Shield back and I received the message that it was a open invoice, and I have tried several other times to contact the business. I finally spoke to someone and they stated that the issue was a mechanical issue. I called Pipe solution and they informed me that American Home Shield would not pay for the repairs. I pay every month and I would like for my sink to get fixed.
Business Response
Date: 03/29/2023
March 29,2023

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

RE:Small, Crystal; ********************** Plan No. *********, BBB Complaint Case No. 19615645

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

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

Thank you for sharing **************** feedback and we apologize for any frustrations and inconveniences she may have experienced. Our records indicate that on 3/3/23 a work order was created for a faucet and stoppage, and per the technician, he will need to re-pipe the cast iron pipes, and with the replacement there are some out of pocket cost for codes and modifications, and that cost is the responsibility of the homeowner. Per her contract section I item B. ********************** is not responsible or liable for: b. Costs of construction, carpentry, or other modifications necessary to remove, relocate,or install equipment. ************ do not agree with the technicians diagnosis, she can request a second opinion,and she can reach us at ************.

Thank you for your consideration.

Sincerely,

American Home Shield Corporation
Initial Complaint
Date:03/17/2023
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.
On March 10th I filed a service request for a broken garbage disposal and by Monday, March 13th the $100, my part of the payment, was taken from my account. As of today, March 17, 2023, American Home Shield hasn't even assigned a contractor to start ant service let alone a repair. With no way to talk to them and I know all the contactors here and they are available, I am left with no money or repairs. ***** is today dashboard of my request:Service Contractor To be assigned Service Appointment Unscheduled Service Summary Garbage Disposal Garbage Disposal Covered Property ************************************** Email ********************** Mobile Phone ************ Payment Service Fee $100.00 Tax $0.00 Total Amount Paid $100.00 Download Your Contract
Business Response
Date: 03/18/2023
March 18, 2023

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

RE: ***** & *******************; AHS Plan No. *********; BBB Case No. 19615216

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 17, 2023, Innovations LV LLC was dispatched to diagnose the garbage disposal. AHS records indicate they have secured an appointment with the plan holders on March 19, 2023. AHS will make a coverage decision based on the diagnosis received and the terms of the plan.

Thank you for your consideration.

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

Complaint: 19615216

I am rejecting this response because:Yes, after I made a complaint to the BBB, I got a call with an appointment for Sunday, March 19th, but until they show up and then deliver the service and repairs, I can not say the job is finished. It took over a month to get the faucet replaced on my last service request. So if it takes a week + to get an appointment I will wait to see when my repair is done. My request was for a completed repair not just an appointment which has not even been met.

Sincerely,

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

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

RE: ***** & *******************; AHS Plan No. *********; BBB Case No. 19615216

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' position does remain unchanged. On March 19, 2023, Innovations LV LLC reported the garbage disposal needed to be replaced and AHS authorized that repair in accordance with the provisions of the warranty plan. Innovations LV LLC advised AHS the service request was complete that day.

Thank you for your consideration.

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

Complaint: 19615216

I am rejecting this response because: If your contract says you can take any amount of time to even assign a contractor to look at a covered repair, lets say a week to a month, while taking my deductable payment immediatly.....
You have real good devious lawyers making up your contracts. Great Job and you know how much I love a good criminal organization. Thanks for the consideration and apology.

Sincerely,

*******************
Business Response
Date: 04/07/2023
April 7, 2023

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

RE: ***** & *******************; AHS Plan No. *********; BBB Case No. 19615216

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

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

AHS does apologize for the plan holder's frustration regarding this matter. However, my previous correspondence accurately & correctly stated AHS' position regarding this matter. AHS' position does remain unchanged. On March 19, 2023, Innovations LV LLC reported the garbage disposal needed to be replaced and AHS authorized that repair in accordance with the provisions of the warranty plan. Innovations LV LLC advised AHS the service request was complete that day.

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.
On 2/20/23 - the AHS contractor came out to repair my dryer. The issue was a broken belt. This was repaired, but the contractor did something that makes the dryer smell like skunk spray when in use. When I use the dryer - the clothes come out smelling like they were sprayed by a skunk.I have been TRYING to work with AHS (and getting a run-around) for several weeks to address this contractor caused issue. A second contractor was sent out, but they did nothing - claiming that smells are not covered. I have been on the phone with AHS every few days since the smell problem occurred. This issue was caused by the first AHS contractor.It MIGHT be that the belt used is the problem (the issue of some Chinese belts smelling like skunk spray is documented on the internet). Or the oil that the contractor sprayed on the rollers and motor while he was replacing the belt. Bottom line is that i cannot use my dryer after the AHS contractor replaced the belt. I need this addressed and have whatever is causing that extremely strong skunk smell removed.I have attempted to escalate this via the service process within AHS repeatedly, but have been unsuccessful.
Business Response
Date: 03/28/2023
March 28,2023

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

RE:**************************; AHS Plan No.606734668, BBB Complaint Case No. 19615209

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

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

Thank you for sharing ********************** feedback and we apologize for any frustrations and inconveniences he may have experienced. Our records indicate that on 2/18/23 a work order was created for a dryer, and per the technician, he replaced the rollers. On 2/27/23 a recall was issued and cancelled on 2/28/23. On 3/6/23 it was transferred to Valleywide Appliance Repair, and per the technician, he tested and ran the dryer, he states it heats well, and there are no smells coming from the unit,there are no mechanical failures or smells. If ******************** dont agree with the diagnosis, he can request a second opinion, ****************** guidelines are; if ****************** technician agrees with the first technician, a second service fee is due, if ****************** technician dont agree with the first technician, no service fee is due, if he would like ******************, he can reach us at ************.

Thank you for your consideration.

Sincerely,

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

Complaint: 19615209

I am rejecting this response because:
The facts inside the response are not correct. The rollers were NOT replaced - they were lubricated. The **** was replaced. And the dryer did not start to give off a skunk spray smell until it was run long enough for the belt to be heated up and stretched a little. The vendor stated that the smell was from the lubricating oil and would dissipate shortly (incorrect statement). Three weeks after the replacement, the belt STILL gives off the smell after running for about 30 minutes.
My own research on the internet identified that the skunk smell comes from dryer belts manufactured by one company in *****.
Additionally - the second vendor stated to me that 'smells' are not covered by AHS. He did not indicate to me that he 'did not smell anything' and the residual of the smell was still inside the dryer drum.
I have escalated this problem to the ******* ********************* and they will be involved in the resolution.
Sincerely,

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

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

RE:**************************; AHS Plan No. *********, BBB Complaint Case No. 19615209

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

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

Thank you for allowing us the opportunity to assist ******************** with his complaint,our records indicate that there is a work order for a dryer, and per the transfer vendor, he found no mechanical failure or smell. On 3/31/23 a second opinion was dispatched to Arias AC & Heating, and someone from there will contact his to schedule an appointment, and he can also reach them at ************. Once the technician arrives at the home and diagnose the issue with his unit, he will notify us of his diagnosis to repair or replace according to the guidelines in his contract, and he will be updated on the final decision.

Thank you for your consideration.

Sincerely,

American Home Shield of *******
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.
12/21/22 Opened svc req #********* & later #********* with AHS on an active contract to repair a built-in Kitchenaid microwave. Appliance Fixits was assigned by AHS. Finally, on 2/11/23 (after 7 wks of calls) Appl Fixits came to conduct repair admitting he had not repaired this type of microwave before, but watched a ******** After completing the repair, the microwave still had the initial problem (switch issue) with which it worked most of the time, but now had error code F6E8 and did not work at all. Also, during the repair, the technician cut some of the interior metal because he didnt have time to take it all apart. His response to it not working at all after his repair was that it was a manufacturing defect, he could not fix it, and he was not responsible. We advised AHS immediately and after many calls and weeks, we were told the original contractor claimed the microwave issue was now a manufacturing defect and AHS does not cover defects. After more calls and hours, AHS agreed to send another contractor for a 2nd opinion (at our expense if it was found that they agreed with the defect assessment). Second contractor visited 3/6/23 and was very clear that this was not a manufacturing defect, the previous technician caused further damage, the original problem with the switches was not resolved and the microwave was no longer in its original state given metal was removed.3/16/23 AHS informed us the malfunction is secondary damage caused by their contractor (AHS hired vetted, & paid this contractor), that they do not cover secondary damage and that I had to take it up directly with the company they hired for resolution. They have refused to complete the original repair or the further damage caused by their contractor. In over 40 years working in and with all types of companies, AHS is by far the worst customer ********************** experience ever. I only wish we were allowed more characters to explain how horrific and illogical AHS service has been.
Business Response
Date: 03/18/2023
March 18, 2023

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

RE: ******** and *********************************; AHS Plan No. *********; BBB Case No. 19614888

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 microwave should be replaced. AHS ******************************* will contact the plan holder to review the replacement option in accordance with the provisions of the warranty plan. The plan holder may contact the AHS ******************************* directly at **************.

Thank you for your consideration.

Sincerely,
American Home Shield Corporation
Customer Answer
Date: 03/21/2023
We appreciate the approval to replace our appliance, but before we can totally accept AHS response, we would like two concerns addressed:
1) After spending another hour on the phone with the purchasing ***** we have ordered a replacement appliance at a cost of $1,382.18 to us, as we need this to be over with (its been 3 months of stress and many hours). We were required to pay in order to have the same features as our existing unit and due to contract limitations (the $3k limit was further reduced because of a payment that was already made to the contractor who destroyed the microwave; something we should not be penalized for). Although we have paid it, we are asking for this to be revisited since this appliance had to be replaced ONLY because of negligence by the first AHS contractor.
In addition to the $1,382 we have also had to pay $82 for a countertop microwave to use in the interim and 5 months of $79 payments ($395) to AHS to the end of the contract (June 23). We wouldnt have had to pay the additional months if the service was performed correctly back in Dec 2022 (the previous owners were paying the monthly fee as part of our home purchase contract and then AHS started billing us once we made a service request).
Although there is some value in having a new appliance, we are out of pocket $1,859 and have endured hours of phone calls and incredible aggravation and stress to replace a unit that shouldnt have had to be replaced. For that reason, we ask that you consider at least a partial refund of this amount.
2) In addition, we were just advised by AHS that they hired the same contractor that damaged our appliance and lied about it (Appliance Fixits) to perform the install of the replacement. This contractor is not qualified and we dont understand why AHS is still using him. I called AHS to report that it is unacceptable to bring this contractor back and was advised they will look for another contractor or pay us $125 to find our own. $125 will not cover this installation by a qualified contractor. We ask that this is escalated to find a qualified contractor for the install.
Customer Answer
Date: 03/22/2023
Regarding my previous additional information message:
We have found an installer willing to install the microwave and AHS has agreed to hire him to do so (****************** who did the 2nd opinion).
The only outstanding request is to consider refunding some of our expenses to replace this appliance which was damaged by the 1st AHS contractor.
Customer Answer
Date: 03/23/2023

Complaint: 19614888

I am rejecting this response because:
We appreciate the approval to replace our appliance, but before we can totally accept AHS response, we would like a concern addressed:
We have ordered a replacement appliance at a cost of $1,382.18 to us, as we need this to be over with (its been 3 months of stress and many hours). We were required to pay this amount in order to have the same features as our existing unit and fit into the cabinet space. This was based on the $3k contract limit that was further reduced because of a payment that was made to the contractor who destroyed the microwave; something we should not be penalized for. Although we have paid for the new appliance, we are asking for this to be revisited since this appliance had to be replaced ONLY because of negligence by the first AHS contractor.
In addition to the $1,382 we have also had to pay $82 for a countertop microwave to use in the interim and 5 months of $79 payments ($395) to AHS to the end of the contract (June 23). We wouldnt have had to pay the additional months if the service was performed correctly back in Dec 2022 (the previous owners were paying the monthly fee as part of our home purchase contract and then we had to continue it due to the ongoing service request).
Although there is some value in having a new appliance, we are out of pocket $1,859 and have endured hours of phone calls and incredible aggravation and stress to replace a unit that shouldnt have had to be replaced. For that reason, we ask that you consider at least a partial refund of this amount.

Sincerely,

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

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

RE: ******** and *********************************; AHS Plan No. *********; BBB Case No. 19614888

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. On March 20, 2023, AHS offered the remaining contract limit of $2,750 towards the replacement microwave. The plan holder elected to order a specific microwave with an out-of-pocket cost over the contract limit. The plan holder is responsible for that cost. On March 2, 2023, AHS reimbursed the rightfully due trade service call fee paid for this request ($75). AHS is willing to reimburse the plan holder the $82 for the microwave purchased during the delays. AHS request the plan holder reject this response, attached the receipt for the $82 microwave to this complaint, and confirm their proper mailing address. Once the requested information is received, the $82 check will be processed.

Thank you for your consideration.

Sincerely,
American Home Shield Corporation
Customer Answer
Date: 04/05/2023

Complaint: 19614888

I am rejecting this response because:
Please see attached receipt for the temporary microwave we had to purchase. Our address remains as it is on AHS file.
We understand the policy limits and although there are discrepancies in what we were initially offered as contract limits (see below), OUR MAIN ISSUE is that policy limits should not be in play when the ONLY reason we have had to pay $1,382 to replace our appliance is because it was destroyed by the AHS selected and approved technician. If he had not damaged the appliance beyond repair, it would have cost us only the $75 service call. We had never asked for the $75 to be returned to us, that was AHS decision for our inconvenienceswhen we FINALLY were able to reach someone that had any authority to address this issue.
Regarding what we were offered for contract limits: initially we were offered only $2,184 toward the replacement appliance. At that time, we were also offered a $0 cost replacement, but it did not have the same features as our existing appliance, nor would it fit without cabinetry modifications (which were our responsibility). We were also offered our exact appliance replacement at the $1,382 cost to us. I called AHS at that time and after another hour on the phone and AHS correcting their figures, we were offered $2,750 toward the replacement cost (if we selected the cash option) which was $566 more than we were originally offered. However, the exact replacement appliance cost of $1382 was never lowered by this $566 discrepancy and we were required to pay $1,382 to have it shipped and installed.
At this point, we are awaiting installation of the replacement appliance and once successfully installed we can then be comfortable in making a final decision. In the meantime,please reconsider the issues described above.
Sincerely,

*************************************
Customer Answer
Date: 04/07/2023
I should have added that we are currently scheduled to have the new appliance installed on April 12, 2023
Customer Answer
Date: 04/13/2023

Complaint: 19614888

I am rejecting this response because:
Our stance is that we understand the policy limits, but we do not agree that policy limits should be considered when the ONLY reason we have had to pay $1,382 to replace our appliance is because it was destroyed by the AHS selected and approved technician. If he had not damaged the appliance beyond repair, it would have cost us only the $75 service call. We had never asked for the $75 to be returned to us, that was AHS decision for our inconveniences when we FINALLY reached someone that had some authority to address this issue.
However, we are not asking for the entire $1,382 to be refunded,but we would like an explanation of what we were offered vs the contract limits. Initially we were offered ONLY $2,184 toward the replacement appliance. At that time, we were also offered a $0 cost replacement, but it did not have the same features as our existing appliance, nor would it fit without cabinetry modifications (which were our responsibility). We were also offered our exact appliance replacement at the $1,382 cost to us. I called AHS at that time and after another hour on the phone and AHS correcting their figures, we were then offered $2,750 toward the replacement cost which was $566 more than we were originally offered. The explanation was that the $3,000 contact limit was being reduced by the expenses already incurred by AHS for this appliance, but they adjusted some of the expenses and allowed $2,750 toward the purchase. However, the exact replacement appliance cost of $1382 WAS NEVER LOWERED by this $566 discrepancy and we were required to pay $1,382 to have it shipped and installed.
We are asking for an explanation why the purchase price of the replacement appliance was not adjusted by the $566 (original $2,184 offered versus the final $2,750 offered). We dont think the $3,000 should have been lowered at all, but are willing to accept the $566 refund along with the $82 refund of the temporary microwave. Please see attached files. Our address remains as it is on AHS' files. Thankfully the replacement appliance was successfully installed yesterday after 4 months.

Sincerely,

*************************************
Business Response
Date: 04/14/2023
April 14, 2023

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

RE: ******** and *********************************; AHS Plan No. *********; BBB Case No. 19614888

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 previously offered and covered the remaining contract limit of $2,750. AHS will not comply with an additional reimbursement demand by the plan holder of $566. Although not obligated, in an attempt to resolve this matter amicably, AHS has agreed to reimburse the $81.62 paid for the temporary microwave, and an additional $200 towards that replacement cost for a total of $281.62. The plan holder may reject this response and confirm their acceptance. Alternatively,the plan holder may email ************************************************************ with their acceptance. Once that information is received, the check will be processed.

Thank you for your consideration.

Sincerely,
American Home Shield Corporation
Customer Answer
Date: 04/20/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I reluctantly accept their proposed resolution (We have spent untold hours on this and want to be done with AHS). However, we would like it on record that 1) AHS never reduced the new appliance purchase price of $1,382 when they increased our contract purchase allowance from $2,184 to $2,750, 2) AHS never addressed the fact that the ONLY reason we had to purchase a new appliance is because their authorized technician destroyed our combination oven/microwave when attempting to repair it, rendering it unrepairable.
BBB, thank you for your efforts.
Sincerely,

*************************************
14 Waxwing Ct
********, ** 29910

Customer Answer
Date: 06/27/2023

Complaint: 19614888

I am rejecting this response because: It has been over two months since we accepted a settlement from AHS and we still have not received a refund

Sincerely,

*************************************
Business Response
Date: 06/30/2023

June 30, 2023

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

RE:      ******** and *********************************; AHS Plan No. *********; BBB Complaint Case No. 19614888

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

AHS is in receipt of the customers response.

AHS was not advised of the customers acceptance of our offer. Reimbursement in the amount of $281.62 has been processed. Mr. and ************************* will receive this reimbursement by check in approximately ten to fifteen days.

Thank you for your consideration.

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.
I made my first service request on 2/22. The contractor, ********* from A1 Phoenix Plumbing came to my home on 2/24 to repair a small leak in my kitchen faucet. He ended up breaking the faucet to the point where I was left with no running water for 2 weeks. I was promised follow up and call backs from customer ********************** which were not completed and therefore further prolonged the time it took for the repair. The only options offered by American Home Shield were to let the contractor who broke the faucet come back and repair the damaged faucet or accept a pay out that wad not adequate to cover the cost of the repair and replace the faucet while also having to find my own company to complete the necessary repair. I chose another company as I received such poor service from this one and they have several documented complaints online for poor customer ********************** and damage yet American Home Shield continues to contract with them. I was told by escalations that my service fee would be refunded. I would like that to be completed as soon as possible. I cancelled my account as of 3/17. I would like the cancelation fee to be waived and a refund for the month of March as I was told I had to keep the service until this was resolved which took longer due to lack of response.I spoke with ****** in resolutions 3/17 and she said the cancelation fee would not be waived but she would remove my payment information and they wouldn't come after me if I didn't pay the cancelation fee which is not a solution to me as I don't want this coming up later. She offered me a $100 credit to my account but was no longer willing to help me once I told her I wanted to cancel my contract. I am requesting that the difference between the payout amount ($220) and cost for repair and replacement faucet be covered by American Home Shield as they should be holding the contractor who broke the faucet accountable for this error and additional cost of the repair. The additional cost is $91.79.
Business Response
Date: 03/28/2023
March 28,2023

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

RE:****************************; AHS Plan No. *********, BBB Complaint Case No. 19614830

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

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

Thank you for sharing Ms. ******* feedback and we apologize for any frustrations and inconveniences she may have experienced. Our records indicate that on 2/22/23 a work order was created for a faucet, and on 3/7/23 she was offered cash in lieu in the amount of $220 for the replacement of the faucet, and on 3/17/23 **************** accepted the offer. The check will be mailed via the U.S. Postal Service. The processing of the reimbursement is normally ***** days and, the check will arrive in an envelope with the name AHS/HSA. On 3/28/23 paperwork was submitted to waive the early administration cancellation fee in the amount of $29.57;please allow ***** business days for processing. On 3/28/2023 paperwork was submitted to waive the monthly warranty cost in the amount of $29.57; please allow ***** business days for processing. On 3/17/23 her contract was cancelled in full, and her payment source has been removed from our data base.

Thank you for your consideration.

Sincerely,

American Home Shield of **********
Customer Answer
Date: 03/28/2023
I was informed on 3/17/23 by American Home Shield Agent ****** that a request for refund of the $125 service fee was submitted 3/2/2023 and it would take ***** business days for this refund to be returned to my card. Since my payment method was removed at the time of cancelation I would like to confirm that I will be receiving a check for this amount as previously promised.
Customer Answer
Date: 03/31/2023

Date Sent: 3/28/2023 3:17:06 PM
I was informed on 3/17/23 by American Home Shield Agent ****** that a request for refund of the $125 service fee was submitted 3/2/2023 and it would take ***** business days for this refund to be returned to my card. Since my payment method was removed at the time of cancelation I would like to confirm that I will be receiving a check for this amount as previously promised.
Business Response
Date: 04/03/2023
April 3, 2023
*****************
**************************************************************
3693 *************

*******, ** 38125

RE: ****************************; AHS Plan No. *********, BBB Complaint Case No. 19614830

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

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

Thank you for sharing Ms. ******* feedback our records indicate that, after further review the paperwork was not submitted. On 4/3/23 paperwork was submitted for refund of her service fee in the amount of $125; please allow ***** business days for processing, payment will be credited back to the original method of payment. All refunds are systematically processed back to the original payment method. If the card has been canceled, AHS will be notified by the credit card company and a check will then be issued to the member.

Thank you for your consideration.

Sincerely,

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

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution. I would like to note I have yet to receive the service fee refund and it is beyond the time frame given for processing.

Sincerely,

***************************
************************************
***********, ** 94578
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.
I have american home shield, my boiler heating system stopped working February 24, I paid $100 fee for american home shield to send out a contractor to fix my heat. As of today March 17 I am still without heat and the temperature outside is very low it drops below 60 degrees in my house in the evening. The contractor assigned to me is A plus heating and plumbing, they have been to my house 5 times and every time they say something else is wrong with the unit. They don't know how to repair it and are just replacing random parts. They left pipes on my floor and exposed wires hanging out of the heater. I contacted american home shield several times they assure me it will be fixed by the end of the day. Every representative can't speak fluent English, they say there is no manager to speak to. I paid for a service and still haven't gotten my heat fixed, I have children and pets and it's to cold to have no heat.
Business Response
Date: 03/18/2023
March 18, 2023

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

RE: ***********************; AHS Plan No. *********; BBB Case No. 19614602

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 17, 2023, it was reported the boiler needed to be replaced. AHS authorized the contract limit towards that replacement ($2,000). The plan holder is responsible to pay A Plus Plumbing Heating & Cooling, LLC,directly for the excess cost over the contract limit ($5,375.49). Alternatively, if the plan holder would prefer to use their own licensed and insured contractor to complete the replacement,AHS would offer a cash in lieu for the authorized contract limit ($2,000). AHS will await the plan holders decision on how they would like to proceed. Although not liable to do so, AHS has agreed to reimburse the $100 trade service call fee paid for this service request. The plan holder can expect to receive that reimbursement within 10 to 14 business days.

Thank you for your consideration.

Sincerely,
American Home Shield Corporation
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. I would like to take the offer of the cash pay out to have my own licensed contractor complete the problem.

Sincerely,

***********************
***************************
**********, ** 46613
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.
I successfully canceled my American Home Shield subscription on December 21st 2022 and got a confirmation saying my contract was effectively canceled as of January 9th 2023.As of today I still keep getting past due notices every few weeks Today March 17th AHS sent me a past due notice by postal mail.I have called them several times, they acknowledge the cancelation. I still keep getting the past due emails.
Business Response
Date: 03/18/2023
March 18, 2023

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

RE: ***********************; AHS Plan No. *********; BBB Case No. 19614294

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 8, 2022, the plan holders renewal warranty plan (# *********) became effective and was set to renew on February 8, 2023. On December 21, 2022,the plan holder requested to cancel. The plan holders renewal warranty plan (# *********) was cancelled per that request, and the current warranty plan (# *********) was set to expire on February 8, 2023, with the remaining payment due January 8, 2023. AHS processed the rightfully due January 8,2023 ($74.99). The plan holder elected to dispute that charge, and it was reimbursed to the plan holders financial institution on February 22, 2023. AHS has agreed to waive the $74.99 payment showing due at this time. The plan holder should disregard any ******** received via mail and/or email dated within the next 10 to 14 business days regarding that fee.

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.
On March 6th.2023 , I notified AHS that my water heater is not working and they gave me a dispatch # *********. They assigned the Job to a plumber who had previously refused to do any work for AHS. When I complained they told me that they will assign the job to a different contractor and 2days later they told me that they are not able to find another contractor . They subsequently sent me an Email telling me that I should find a contractor to phone them for authorization prior to any work to be done .I have been able to find contractors who are willing to do the job but none of them is willing to phone AHS.I offered AHS to send them a written estimate but they refused and insisted that the contractor must phone them.In the mean time , I have been without hot water for over 10 days.
Business Response
Date: 03/26/2023
March 26, 2023

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

RE: ***********************;AHS Plan No. *********; BBB Case No. 19614220

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

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

I have reviewed AHS records regarding this matter. On March 6, 2023, a service request was placed on the water heater. On March 9, 2023, AHS approved the plan holder to hire their own licensed and insured contractor to diagnose the water heater and report their findings directly to AHS ************************* for approval based on the provisions of the warranty plan. To date, AHS has not received a call from the plan holders contractor for authorizations.

Although not obligated, in order to resolve this matter amicably, the plan holder may reject this response and attach the itemized invoice for the water heater repair to this complaint. 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 itemized invoice has been received and reviewed, AHS will advise further of our position. AHS will await the requested itemized paid invoice.

Thank you for your consideration.

Sincerely,
American Home Shield of *****, ****
Customer Answer
Date: 03/27/2023

Complaint: 19614220

I am rejecting this response because: I am not prepared to pay the contractor in advance after the job is done. I need to get paid first so that I can buy the parts needed and pay the contractor. I can provide a written estimate .

Sincerely,

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

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

RE: ***********************;AHS Plan No. *********; BBB Case No. 19614220

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' position does remain unchanged. To date, AHS has not received a call from the plan holders contractor for authorizations. The plan holder is more than welcome to have their outside contractor follow the guidelines and report their diagnosis directly to AHS ************************* for approval based on the provisions of the warranty plan. Alternatively, the plan holder may reject this response, attached an itemized breakdown of the estimate for the repair, as well as the technicians diagnosis of what caused the failure. When the itemized estimate has been received and reviewed, AHS will advise further of our position. AHS will await the requested itemized estimate.

Thank you for your consideration.

Sincerely,
American Home Shield of *****, ****
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.
On 2-05-23 I contacted AHS for regarding my dishwasher machine not working. A company was assigned to repair the dishwasher, after the contractor came out he informed us that he would have to order a part to fix the problem. AHS ordered the part needed and the contractor came out, however this time he said needed to order other part. I call AHS a week later to find out my order request was closed. When I requested to speak to a supervisor I told someone would get back to me in 24 to 48 hours. Which is totally unacceptable, after waiting 48 hours, I still didn't receive a call. So once again I called AHS and was told by the representative that they will reopen the work order and place a call to the contracting company. I still insist on speaking to a supervisor and was told the process would be 24 to 48 hours. I received the call from the supervisor after 48 hours, only to me informed that AHS is still waiting to hear back from the assigned contacting company. If I had not call AHS I wouldn't have known my order was closed without the dishwasher being repaired. I'm so frustrated with AHS. Last year I had a similar problem with my refrigerator and the same contracting company was assigned. My refrigerator never got fix or replaced. In that situation after the contractor wasn't able to fix the problem. I was told to find a contractor on my own, with restrictions to the contracting company around my area. I am paying a monthly service fee in additional to the $100 deductible when placing a service request. It is now March 17, 2023 and my dishwasher is still broken, including my refrigerator. Dealing with AHS is exhausting.
Customer Answer
Date: 03/24/2023
Hi, just following up
Business Response
Date: 03/28/2023
Date:March 28, 2023

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

RE: *************************; AHS Plan No.615818718; BBB Case No. 19613853

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 dishwasher complaint. I have reviewed AHS records and found that the vendor ordered additional parts on 03/07/2023 and the parts had an estimated date of arrival of 03/17/2022. Upon checking the tracking number of the parts, I found that the parts were returned to the sender and would need to be reordered.

To resolve this complaint, I have placed the dishwasher into replacement options. *************** will be contacted by the appliance purchasing department regarding the available options for the dishwasher.

In regard to the refrigerator service request, records show that *************** was authorized on 11/12/2021 to use her own vendor for the repair.Records show that ***************' technician never contacted AHS to report the diagnosis or estimate for the repairs. Due to the timeframe, *************** will need a new service request for the refrigerator, she can contact customer ********************** at ************** to place a service request for the refrigerator if she is still in need of service.

Sincerely,
American Home Shield Corporation
Customer Answer
Date: 03/28/2023

Better Business Bureau:

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

Sincerely,

*************************
***************************
****************, ** 10598
Initial Complaint
Date:03/16/2023
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 had a contract with American Home Shield, which included service A/C problems. On July 18, 2022, our A/C stopped working. I immediately contacted AHS based on the coverage of my contract. They responded by assigning an AC contractor to my case, information shown below:Dispatch ID: ********* *********** ***** SERVICES Contractor Phone: ************** Service Item: Air Conditioning (Central-Electric)However the contractor, R&J Service never showed up, never answered my phone. I called AHS many times telling them how hot it was and it's an urgent matter. They promised me that they would resolved the issue within 24 hours. But it was 24 hours after 24 hours after 24 hours, nobody called me back and no contractor ever showed up; I had to spend more thank $500 out of pocket to get the issue fixed by myself. In the mean time, they cancelled my request from my AHS account without solving the problem and without notifying me. As the result, I called them to cancel the service, which was totally a scam. However, they kept on calling me even after I told them I don't their service. I had to change my credit card to stop their charge. Now, they sent a debit collector to claim that I didn't pay them. This is totally unacceptable.
Business Response
Date: 03/27/2023
March 27,2023

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

RE:************; AHS Plan No. *********, BBB Complaint Case No. 19612611

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

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

Thank you for sharing ********** feedback and we apologize for any frustrations and inconveniences she may have experienced. After further review of her account, it shows that AHS never received a request to cancel the contract. Out last conversation with ******** was on 7/20/22, and she was requesting a new company for her air conditioner work order, and she never requested to cancel her contract. The contract was cancelled due to nonpayment. Records show that the account is past due $195.16 and has been sent to collections. AHS do work with a 3rd party collections agency to recoup the past due funds. Because the account has gone to collections ******** will need to work directly with the collections agency to pay the fee.

Thank you for your consideration.

Sincerely,

American Home Shield Corporation

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