Complaints

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

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  American Home Shield

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

  
• 

  Home Security of America

  Unlisted Milwaukee, WI 53201

  
• 

  American Home Shield Corporation

  1051 N Kirk Rd Batavia, IL 60510

• 

  American Home Shield

  Macon, GA 31210

• 

  Home Security of America, Inc.

  PO Box 650993 Dallas, TX 75265

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

• Initial Complaint

  Date:03/16/2023

  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 had home warranty coverage with this company for a while and it has been great. Unfortunately, being a single parent of two (no child support) and with inflation, I can no longer afford all my bills. I have had to cancel tv, my dental and vision insurance, among other non essential bills. This is one of the thi gs I have been asking them to cancel since December 18. I keep getting transferred around to no answer or automated services. I cant get anyone to help me cancel. I dont know what to do and now all the past due bills are piling up and they want to put it on my credit. I have worked so hard over the past 10 years to repair my credit. I just want my coverage canceled effective Dec ********************* due to the financial hardship because of the death of my children's father to *****. I am begging for some help please.

  

  Business Response

  Date: 03/18/2023

  March 18, 2023
  
  
  *****************
  BBB of the Mid-South
  *******************************
  *******, ** 38125
  
  RE: *********************************; AHS Plan No. *********; BBB Case No. 19612330
  
  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.  The warranty plan has been cancelled and backdated to the requested date of December 18, 2022.  Although not obligated, AHS has agreed to waive the rightfully administrative fee of $73.99.  The plan holder *** disregard any ******** that *** cross via mail and/or email dated within the next 10 to 14 business days.
  
  Thank you for your consideration.
  
  Sincerely,
  American Home Shield Corporation

  Customer Answer

  Date: 03/18/2023

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

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

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

  ***********, ** 37042

  
  

• 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.

  In January of 2022 American Hold Shield contracted *** and ***'s to fix the stoppage in my bathroom and Holes were left on my walls by the contractor. It has been 1 full year and the repairs have not been made. I have called American Home Shield monthly for the last 13 months including a call tonight to no avail. The reps all tell me they are trying to reach the vendor and will call me back but I have yet to receive a return call. This is the 2nd time I've had issues where I've been more than 12 months without a resolution. THIS IS RIDICULOUS!!!! I will not renew my contract until the work is completed. If this is not resolved I will seek legal council for damages and continued payments made over the last year. I am done being patient. The customer ********************** is terrible.

  

  Business Response

  Date: 03/27/2023

  March 27,2023
  
  
  
  ***************************
  BBB of the Mid-South 
  ************************************;
  *******, ** 38125 
  
  RE: ***************************; AHS Plan No.614057038; BBB Case No. 19612083
  
  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. AHS has received and reviewed the photos of the cut wall submitted by ******************. Unfortunately,AHS has been unable to locate a company to seal the hole in the wall.
  
  In order to amicably resolve this issue, AHS is willing to offer to reimburse ***************** $500 to repair the hole in the wall. If ****************** would like to accept AHS offer for reimbursement, she may submit a verified mailing address to receive the check.

  Thank you for your consideration
  
  Sincerely,
  
  AMERICAN HOME SHIELD CORPORATION

• 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.

  Contract ID ********* Dispatch # ********* Date requested 3/7/2023 Tue 3/7 5:30 am CT I filed a claim against my *** around 6 am ct with American Home Shield (AHS). Wed 3/8 815 am ct, text received saying ******* assigned (who I will also be filing a complaint on with the ******************************* for 3/9 between 9am &4 pm, to reply w/any questions. i replied at 8:48 am asking if it could be sooner, sometime that day. No response Thur 3/9 **** am, ******* called, & arrived roughly 20 mins later. Immediately said he didnt have knowledge working on mobile homes. Never once did he try to help the issue or route water past the **** so i could have some water Sun 3/12 406 pm. email from AHS w/estimate of $450. I didnt pay it as a new *** costs the same & my policy covers the *** 3/13 1:12 am AHS texts same info Mon 3/13 ~11:30 am ****** showed up, unannounced, & walks into my house w/out invitation & says he has the *** & wanted to store it here. I said no, I had to call AHS, & get a 2nd opinion, as what ****** put on the report was false. he continued to enter my house w/out auth. & the last time was told he can leave & if he came back in again, the cops will be called called AHS to explain the situation & that we did not want ************ back. AHS agreed they will dispatch a DIFFERENT plumber to my house Wed 3/15 The AHS website showed it not assigned. I used chat & was told it would take 1-2 days. it had already been 2days, & I wanted it escalated bc it had been 9 days they have left me without water. They told me it was escalated My sister called ***************************** said give until 3/16 for diff. plumber to be dispatched & if not, they will allow us to use a plumber of our *************** would cover it. Thur 3/16 AHS website updates- the SAME plumber was dispatched that we already advised we do not want on our property It is IMPOSSIBLE to get them to have any sense of ownership, talk to anyone state side, or have any resolution when they are putting their customers in harmsway

  

  Business Response

  Date: 03/28/2023

  March 28, 2023
  
  
  
  
  *********
  BBB of the Mid-South
  *******************************
  *******, ** *****
  
  RE: ***********************; AHS Plan No. 609403508;BBB Case No.19611886             
  
  Dear Ms. ****
  
  American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint.  Your letter has been forwarded to me for review and response.
  
  We truly appreciate the valuable feedback from *********************** and allowing us the opportunity to assist with bringing the water heater service request to a resolution. According to our records, the water heater was placed on March 7,2022.  The vendor, Bills Plumbing reported that the water heater was leaking and needed to be replaced. AHS authorized the replacement however the vendor indicate that the walls and floors were saturated with water, and this would need to be handled before the replacement can take place.
  
  To install new equipment, modifications and/or code upgrades may be required however not covered by the warranty as stated in contract section .4. b. costs of construction, carpentry, or other modifications necessary to remove, relocate, or install equipment.   A second opinion was requested, and after an extensive search, there were no other vendors in the area to service the request.
  
  As an alternative, AHS offered cash in lieu (***) in accordance with contract section A.5.c. In some instances, AHS may offer you the option of accepting cash-in-lieu of repair or replacement services. This amount offered is based on what AHS would expect to pay (which is substantially less than retail cost) for parts and labor for covered items less the incurred cost of the contractors diagnosis. AHS is not obliged to extend such an offer and you are under no obligation to accept such an offer.If you accept such an offer, you are required to repair the item or provide a new replacement and send acceptable proof of your actual itemized costs to AHS before any reimbursement amount will be paid. The *** of $651.30 was offered on March 17, 2023.  *********************** accepted the *** on March 20,2023 and was processed by AHS on March 23, 2023.
  
  Thank you for your consideration.
  
  
  Sincerely,
  
  American Home Shield of *****, Inc. 

• Initial Complaint

  Date:03/16/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/12/2022 I contacted AHS because my air conditioning was not working. I paid the $100 request fee and they sent out the request to ******* in *********, ** to investigate the issue and make estimates on the repairs. The gentleman from ******* told me that the unit was using an old type of refrigerant that was no longer used in A/C, and that the system would need to be replaced. AHS posted to my request that the total cost to me would be around $1600 due to them covering everything under my warranty except for the condenser unit. I was then given a quote and paid $4,334 out of pocket for the replacement, assuming that I would be paid back by AHS for the difference considering it was well above the estimated price by AHS. Once the new system was installed and working, I received no such payment and no contact other than leaving a review for the company which facilitated the repair. I have since been receiving phone calls asking to renew my warranty, and after contacting AHS through the phone number listed on their website, they told me that the phone numbers that were claiming to be AHS were scams. Today I played along with the scam call to find out how much of my personal information they have. They repeated my name, email, home address, and debit card number. I hung up and contacted AHS who again told me that the previous number which had this information was a scam call. I asked AHS to remove all my information. They told me they can't do that, but will place me on the do-not-call list for AHS. Now I have frozen my debit card and requested a replacement card from my bank so that the scammers no longer have my debit card number. After that, I did more research into AHS and found that the ** system that was installed costs roughly $2,500. Therefore I believe that not only was my personal information leaked to online scammers through AHS, but that AHS did not cover the ** system replacement that is agreed upon on my contract. I will not be renewing my warranty.

  

  Business Response

  Date: 03/27/2023

  March 27,2023
  
  ***************************
  ********************************************
  *******************************
  *******,** 38125
  
  RE:******************; AHS Plan No. *********, BBB Complaint Case No. 19611884
  
  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 she may have experienced.  Our records indicate that on 5/12/22 a work order was created for an air conditioner, and per the technician, we will need to replace the condensing unit, and with the replacement there are some out of pocket cost for codes and modifications, and that cost of $1,605.00 is the responsibility of the homeowner.   Per the technician, the additional cost was because the homeowner decided upgrade the unit.  On 2/9/23 ************ informed us that he has no interest in renewing his contract, due to the lack of coverage by AHS for his upgrade.  On 3/27/23 paperwork was submitted for refund of his service fee in the amount of $100; please allow ***** business days for processing, payment will be credited back to the original method of payment.  Mr. ***** payment source had already been deleted from our data base. 
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield Corporation

• 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 purchasesd this warranty and they told me that i have coverage for leaks. My master shower began leaking to my garage . I called and they sent a TEch who looked at my shower and stated that because it was tiled that he could not diagnose where the leak was coming from. To get paid the contractor said do you know if your contractor has a pan in there. I said i dont know what a pan is. I said he put a vinyl cover and he said yes that is what a pain is. He said it might be improper installation but i dont know because i will have to remove the tile to diagnosis it. He her never saw the leak because i had my water shut off so i dont understand how he could of come to that conclusion when he did not even see where the leak was coming from and because my whole shower was tiled. I also said how is if it was improper installation why did it take 10 years to leak? He said like i said i cant diagnose it because i have to hget under the tile. AHS never stipulated if you have a tile shower that it will not pay for a leak. this company is a hoax and needs to be put out of business. They sell you a dream

  

  Business Response

  Date: 03/28/2023

  March 28, 2023
  
  
  
  
  *************************************
  BBB of the Mid-South
  3693 *************
  *******, ** *****
  
  RE: *********************; AHS Plan No. 617706888;BBB Case No. 19611839             
  
  Dear *************************************:
  
  American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint.  Your letter has been forwarded to me for review and response.
  
  We truly appreciate the valuable feedback from ********************* and for allowing us the opportunity to assist with bringing the leak service request to a resolution.  According to our records,the leak service request was placed on March 16, 2023.  The vendor, ******************** LLC.reported that access is needed through the tile in order to diagnose the leak.
  
  Section I.4. a. of the warranty provides except as otherwise specified in this contract, AHS is not responsible or liable for providing or closing access to covered items; therefore the claim was denied.  however, should the plan holder make the shower accessible, then the vendor can return to complete their diagnosis.
  
  Although not obligated to do so,  in an effort to amicably resolve this complaint, AHS refunded the service fee paid for the request.  ********************* can expect to receive a credit in the original form of payment within ***** business days.
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield Corporation  

• 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.

  On September 22, 2022, American Home Shield dispatched a service contractor from GE Appliance to repair my refrigerator and ice maker. The refrigerator was fixed. The ice maker was not. Two more visits were made and it was determined that the part needed to repair the item was discontinued and no longer available. Per my agreement (*********) It is now March 16, 2023. Per my ShieldPlatinum Coverage, I am entitled to the replacement of this covered appliance up to $6,000. To date, I have not received a replacement refrigerator. I have contacted customer ********************** numerous times and keep getting the same response: We have not received a report from GE Appliance but we will call them and get it. Funny thing is, I received one. that states "Part Number WR17x10452 which is a filter Head and BRKT Assembly is no longer available along with the corresponding webpage that states the same.Six months to diagnose and replace this refrigerator is too long.

  

  Business Response

  Date: 03/18/2023

  March 18, 2023
  
  
  *****************
  BBB of the Mid-South
  *******************************
  *******, ** 38125
  
  RE: ******* & ***************************; AHS Plan No. *********; BBB Case No.19611795
  
  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.  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:03/16/2023

  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 opened a service request ********* to have my stove fixed on 1/19. The technician came out, diagnosed the issue and said he would return at a later date to fix after he received the part. The technician returned to fix the stove, however he said the part was defective and would need to return. He has never returned and will not answer any calls. I can not get any response from the technician and when I call AHS, they try to call the technician and they get no response. AHS continues to tell me to call back in 48 hours. I have called back over 10 times. I have even asked for them to just reassign my repair to another contractor. They continue to pass blame on the existing contractor and not accept ownership. I have a AHS contract that I pay monthly, not the contractor. I have not had my stove in 2 months. Please help!

  

  Business Response

  Date: 03/18/2023

  March 18, 2023
  
  
  *************************************
  BBB of the Mid-South
  *******************************
  *******, ** 38125
  
  RE: *********************; AHS Plan No. *********; BBB Case No. 19605760
  
  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 range 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

  Customer Answer

  Date: 03/18/2023

   
  Complaint: 19605760
  
  I am rejecting this response because: this is not the response I was given today when I called. I was told that the contractor was closed on weekends and I would need to call back on Monday. AHS refuses to take responsibility for my repairs. The stovetop does not need to be replaced. All I want is my stove repaired. This is a shame. I continually keep getting put through hoops meanwhile AHS is still collecting my monthly payments without fulfilling their obligation to make my repairs. It has been 2 months!
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 03/21/2023

  March 21, 2023
  
  
  *************************************
  BBB of the Mid-South
  *******************************
  *******, ** 38125
  
  RE: *********************; AHS Plan No. *********; BBB Case No. 19605760
  
  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 18, 2023, the decision was made the range should be replaced.  On March 20, 2023,the AHS ******************************* reviewed the replacement options directly with the plan holder, and the new range was ordered.  If the plan holder has additional questions or concerns regarding the replacement, they may contact the AHS ******************************* directly at **************.
  
  Thank you for your consideration.
  
  Sincerely,
  American Home Shield Corporation

• Initial Complaint

  Date:03/16/2023

  Type:Billing 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 14, 23 I got a renewal notice for American Home Shield (AHS) and learned that I had been paying for it for it for months after I thought I canceled. I called and canceled my account immediately. I was told everything was canceled and to wait for an email. On Feb 14 I got an email saying that my AHS was canceled and as of Feb 26 I have no service and I owe $0.Then on Feb 28 I get charged from AHS. I call them again and ask about the payment. I was told that I was a liar and that the charge did not exist even though I could see it on my account. AHS told me they deleted my payment method so it was impossible for me to get charged and to call my bank if I wasn't a liar to get it reversed. I did call my bank and I found that AHS used a virtual number to charge me and not my actual card. I got the charge reversed and thought it was over again.On March 14 I get a text that my account with AHS is two weeks past due. I call again immediately. First I am told my account is active and I owe the money. I give my cancelation notice and am put on hold. Then I am told that I did cancel and the last charge is for an "administrative fee" for canceling. I give my final bill notice that says $0 for administrative fees owed, and get put on hold again. Then I'm told I'm right and I actually owe nothing and the charge is being reversed. I ask if it's over, and am told it's over. Then I get called every couple hours by AHS for two days.On March 16 I answer AHS because I think they might be responding to my complaint and am told I have a past due bill ****** I go through everything with them again and ask again for this to be the end of it. At this point this is harassment from AHS. I wonder how many people AHS do this to that give in and give them more money to stop the harassment. I Owe this company nothing and have already proven to them multiple times that I don't owe them anything. Their own documentation proves I owe them nothing and they are still asking for money.

  

  Business Response

  Date: 03/18/2023

  March 18, 2023
  
  
  *************************************
  BBB of the Mid-South
  *******************************
  *******, ** 38125
  
  RE: ***************************;AHS Plan No. *********; BBB Case No. 19605338
  
  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 29, 2022, the plan holders current renewal warranty plan (# *********) became effective and was set to renew on March 29,2023.  On February 14, 2023, AHS records indicate the plan holder requested to cancel the warranty plan.  The plan holders renewal warrant plan (#*********) was cancelled.  However, their current warranty plan was left to expire on March 29, 2023.  The warranty plan has been cancelled and back dated to the requested date of February 14, 2023.  On March 13, 2023, the payment of $76.99 was removed from AHS by the plan holders financial institution stating it was disputed.  AHS agreed not to reprocess that payment.  The plan holder should follow up with their financial institution if they have not received that reimbursement.   Additionally, AHS has agreed to waive the rightfully due administrative fee of $76.99. The plan holders should disregard any ******** received via mail and/or email regarding that fee dated within the next 10 to 14 business days.
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield of **********, ****

  Customer Answer

  Date: 03/18/2023

   
  Complaint: 19605338
  
  I am rejecting this response because: American Home Shield is lying by saying that the "Administrative fee is valid." I got a final ITEMIZED bill from American Home Shield on February 14 that stated all of my fees and it specifically states i owe $0 for Administrative fees for canceling. Their own paperwork that American Home Shield sent me stated that I owed $0. American Home Shield needs to claim liability for trying to charge extra fees and i reject this because they are lying and cant continue to get away with it. I have attached the proof. American Home Shield needs to admit that there was no administrative fee and the $76.99 was the exact cost of my monthly payment payment before i canceled. They charged me a monthly payment of $76.99 fraudulently after i canceled my account and after was given a final bill of $0.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/21/2023

  March 21, 2023
  
  
  *************************************
  BBB of the Mid-South
  *******************************
  *******, ** 38125
  
  RE: ***************************;AHS Plan No. *********; BBB Case No. 19605338
  
  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.  The plan holder continues to reference the statement for their upcoming renewal warranty plan (# *********).  That future warranty plan that was set to become effective on March 29, 2023, was cancelled on March 13, 2023, with no funds due or owed. 
  
  The plan holders current warranty plan has also been cancelled per the plan holders request and back dated to the requested date of February 14, 2023.  AHS did agree to waive the rightfully due administrative fee which was applied to the warranty plan.  On March 13, 2023, the payment of $76.99 was removed from AHS by the plan holders financial institution stating it was disputed.  AHS agreed not to reprocess that payment. The plan holder should follow up with their financial institution if they have not received that reimbursement. The plan holder should disregard any ******** that *** cross via mail and/or email regarding these fees.
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield of **********, ****

  Customer Answer

  Date: 03/21/2023

   
  Complaint: 19605338
  
  I am rejecting this response because:
  Once again American Home Shield is lying. I got this notice they are referencing on February 14th. The effective cancelation date on the notice was February 26th, for my plan that was current at the time. I got charged on February 28th, the date of my normal scheduled payments before canceling, for the exact amount of my monthly payment of $76.99. I called American Home Shield and they said the charge was impossible and to call my bank to get it reversed because I owed them nothing. I do not know where this March 13th number came from. On March 14th I got a text from American Home Shield saying  "Your home warranty is 14 days past due." The amount that they were requesting was $76.99, The EXACT COST of my monthly payment ON MY PREVIOUS CONTRACT. I called and was informed that I never canceled and it was my normal monthly payment. Only after I confronted them with my cancelation notice did American Home Shield change their narrative and call it an "administrative fee." I gave all of my evidence to the person on the phone and eventually the person on the phone admitted to lying about the "administrative fee" and said I actually owed nothing and the request for money would be rescinded. Then I got called every couple hours for several days straight until I made this complaint. Since then, not a call. This charge was not an "administrative fee" and I will not let American Home Shield continue to lie to avoid admitting to fraud. I took a screenshot of the payment on my account on February 28th before American Home Shield changed their story.
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/16/2023

  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.

  Property Damage American home shield caused water damage to my air handler / downstairs unit since they sent a A/C company to fix the one upstairs.

  

  Business Response

  Date: 03/28/2023

  March 28, 2023
  
  
  
  
  ***************************
  BBB of the Mid-South
  *******************************
  *******, ** *****
  
  RE: *******************; AHS Plan No. ********* ; BBB Case No. 19604891            
  
  Dear ***************************:
  
  American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint.  Your letter has been forwarded to me for review and response.
  
  We truly appreciate the valuable feedback from ******************* and for allowing us the opportunity to assist with bringing the air conditioner service request to a resolution.  According to our records, the air conditioner service request was placed on February 8,2023. I have reviewed AHS records regarding the air conditioner service request. AHS has reached out to Iceman Heating and Cooling, LLC. for an update regarding this matter.
  
  Section I.8. of the warranty provides 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.
  
  Once AHS has additional information concerning the service request, we will reach out directly to
  ******************* with further information.
  
  Thank you for your consideration.
  
  
  
  Sincerely,
  
  American Home Shield of *******, Inc. 

• 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.

  We have had the repeat issue with our oven three times over the past six months. The companies AHS hires does not properly repair our issue and we continue to have to pay a repeat $100 service fee. We are also frustrated as AHS continues to book companies that do not service our brand of oven, requiring me to call multiple times to receive the correct company to come out. We would like our oven to be replaced once and for all, and receive a refund on service charge and monthly payments.

  

  Business Response

  Date: 03/27/2023

  March 27,2023
  
  
  
  *************************************
  BBB of the Mid-South 
  ************************************;
  *******, ** 38125 
  
  RE: *****************************; AHS Plan No.609348958; BBB Case No. 19604729
  
  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 and delay with receiving service for the oven.  AHS agrees to replace the oven in accordance with the terms of the warranty plan. Section A.4 of the warranty plan states AHS has the sole right to determine, according to the terms of this contract, whether a covered item will be repaired or replaced. When making replacements, AHS is responsible for installing replacement equipment and parts of similar features, capacity, and efficiency, but not for matching dimensions,brand or color. AHS is not responsible for matching any feature of an existing item that does not contribute to the primary function of that item. The Appliance Purchasing will contact ****************** to discuss the replacement, she may also contact them at ************ to discuss the matter.
  
  In light of the inconvenience and delay encountered, AHS has waived the trade service call fee that was due, and a $100 trade service call fee reimbursement will be issued back to the payment source from which payment was made in approximately ***** business days.

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