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:05/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a contract with American home shield (warranty company) that agrees that if something is broken in the house they will fix it and I have to pay a copayment of a $100. March 23rd of this year 2023 the heating unit didnt work so I called them to come and fix it, they had a technician come to see the problem. The technician then ordered a part for the heating unit and came again later to replace that part. But the problem was not solved and the heating unit was still broken. I called again and they sent another technician to check it out. The technician said it was a problem with the thermostat. So, we ordered a new thermostat and the technician came and replaced the old thermostat with the new thermostat. Things were still unsolved and when tried turning on the ** even that wasnt working either. I called once again they came and technician said the whole unit system needs to be replaced. Now, American home shield wants me to pay out of my own pocket to either change the whole system or replace multiple parts. This shouldnt happen since we have a contract that says that they will help me cover the cost of fixing this issue. As of today, May 10th 2023, the ** and the heating unit are both broken and it is extremely hot inside the house. This is very hard to deal with especially with four children and the hot weather outside.

  

  Business Response

  Date: 05/26/2023

  May 26, 2023
  
  
  
  
  *************************************
  BBB of the Mid-South
  3693 *************
  *******, ** *****
  
  RE: *****************; AHS Plan No. ********* ; BBB Complaint No.  20044027           
  
  Dear *************************************:
  
  Thank you for making ** aware of the plan holders issue through the Better Business Bureau. We take customer satisfaction very seriously, and sincerely apologize if the plan holder has not been entirely satisfied with our service.
  
  After reviewing your concerns, we would like to help you understand what your Plan Agreement provides coverage for. In your situation,your Plan Agreement provides coverage to the air handler that is being replaced. It does not, however, provide coverage for modifications and/or code upgrades pursuant to section I.1.g(iv) & I.4.b. of your Plan Agreement .This contract does not cover system or appliance upgrades, or repairs or replacements required to comply with any federal, state, or local laws,regulations or ordinances, utility regulations, or building or zoning code requirements, except as otherwise specified in this contract; costs of construction, carpentry, or other modifications necessary to remove, relocate,or install equipment.  The modifications and/or code upgrades are as follows: drain line $400.00, locking caps $250.00,electrical line $250.00, ductwork $500.00.
  
  In addition, the plan holder is responsible for the over-the-contract limit cost of the refrigerant stated in section E.2. AHS will pay up to $10 per pound per occurrence for the refrigerant. Customer is responsible for payment of any costs in excess of $10 per pound. The refrigerant over the contract limit is $1,575.00  The total Non covered cost is $2,975.00.
  
  Although not obligated, in an attempt to resolve this matter amicably, AHS has agreed to reimburse the plan holder up to $500.00 towards the non-covered charges.  AHS request the plan holder confirm their acceptance of this offer, and provide their proper mailing address.  Alternatively, the plan holder may email the requested information directly to ************************************************************ for processing.  AHS will await the requested information.
  
  We take your concerns seriously and thank you for raising them to our attention. We appreciate the plan holder as a member, and hope to provide them with a positive customer experience in the future.
  
  Sincerely,
  
  ******************
  American Home Shield of ********* ****

• Initial Complaint

  Date:05/10/2023

  Type:Billing 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 canceled this account time and time; I wrote to them and BBB over the last 2 months and I have paid any fees due but they refuse to cancel my account. I believe when I make the payment they automatically renew my account I have sent over more canceled checks to prove I am paid in full

  

  Business Response

  Date: 06/01/2023

  June 1, 2023
  
  
  
  
  ***************************
  BBB of the Mid-South
  *******************************
  *******, ** *****
  
  RE: ***************************; AHS Plan No. 615596568;BBB Complaint No.  20043834           
  
  Dear ***************************:
  
  Thank you for making ** aware of ********************** issue through the Better Business Bureau. We take customer satisfaction very seriously, and sincerely apologize if the plan holder has not been entirely satisfied with our service.
  
  We have reviewed our records concerning the payment issue and we have corrected our records to reflect there is nothing currently due on the account.  We apologize for any inconvenience this may have caused.
  
  We take your concerns seriously and thank you for raising them to our attention. We appreciate the plan holder as a member, and hope to provide them with a positive customer experience in the future.
  
  Sincerely,
  
  ******************
  
  American Home Shield of ********* ****

  Customer Answer

  Date: 06/01/2023

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

  Thank you sincerely for your efforts

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

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

  **********, ** 23704

  
  

• Initial Complaint

  Date:05/08/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My guest house hot water heater broke on April 25 and a claim was filed on 4/27/23 The hot water heater is still broken. We pay AHS for the most expensive plan: ShieldPlatinum . We pay for our house and we pay an additional amount for our guest house, all at ************************** to be on AHS. We have been customers for many years. In the last 2 weeks we had one plumber assigned (First Class Water Heaters), who was later unassigned by an "accelerated manager" because of some confusion between the plumber/vender and AHS regarding our address. I made 4 calls about this and the agent finally decided that it would be easier to go with another company. The 2nd company came once and would not return calls or come. Finally another AHS agent made a referral back to First Class Water Heaters again.AMS has never replaceed any hot water heaters in either our house or the guest house, although in November of 2021 they authorized a new hot water heater for the guest house. But ************, Hill ********* never came back or returned calls. So AHS sent another plumber who put in a small part and fixed (not replaced) the old hot water heater. I made six calls where I asked the AHS agents to clarify this fact in their records, but today First Class Water heaters/plumbers said AHS denied the replacement "because AHS thinks they already replaced that guest house water heater.I have spent 6 hours on the phone with agents at AHS and plumbers, but the problem is not fixed, with 2 weeks of no hot water. Today the AMS agent said their "escalation department" cut her off after 30 minutes, because they are too busy. She promised to have a manager call.All we want is for AHS to meet their obligations to either fix or replace this water. We have done more than should be expected. Can they at least resolve this issue?

  

  Business Response

  Date: 05/19/2023

  May 19, 2023 
  
  *******************;
  ************************************************************** 
  
  RE: ******************************; AHS Plan No. *********, BBB Complaint Case No. 20033767 
  
  Dear *********, 
  
  Thank you for making us aware of ****************** issue through the Better Business Bureau. We take customer satisfaction very seriously, and sincerely apologize if ****************** has not been entirely satisfied with our service. 
  
  With regards to his water heater, on 5/11/23 he spoke with one of our research specialists, and he was informed that we have received the diagnosis, and per the technician, we will need to replace the tank, and with the replacement there are some out of pocket cost for codes and modifications, and that is the responsibility of the homeowner. ****************** agreed to pay the non-covered cost, the unit has been ordered, and once received, the technician will contact him to schedule an appointment for installation.  
  
  We take your concerns seriously and thank you for bringing them to our attention. We value ****************** as a member and hope to provide him with a positive customer experience in the future. 
  
  
  Sincerely, 
  
  
  ********** 
  American Home Shield of ********** 

  Customer Answer

  Date: 05/19/2023

  Thank you American Home Shield.
  
  I have called your plumber, Criterian and left messages two times this week, requesting a date when the hot water heater will be installed.  No response.

  We have been waiting since April and still have no hot water heater.

  We are hoping that either this plumber or another plumber will come soon to replace the water heater, at the agreed upon price to me of approximately $250, in addition to the $100 deductable I have already paid.  We are also hoping someone will tell us an approximate date for installation.
  

  Sincerely,

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

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

  Customer Answer

  Date: 05/22/2023

   
  Date Sent: 5/19/2023 8:30:41 PM
  

  Thank you American Home Shield.
  
  I have called your plumber, Criterian and left messages two times this week, requesting a date when the hot water heater will be installed.  No response.

  We have been waiting since April and still have no hot water heater.

  We are hoping that either this plumber or another plumber will come soon to replace the water heater, at the agreed upon price to me of approximately $250, in addition to the $100 deductable I have already paid.  We are also hoping someone will tell us an approximate date for installation.
  

  Sincerely,

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

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

  Customer Answer

  Date: 05/25/2023

  We filed a claim to have our guest house water heater fixed on April 24,2023. 
  WE HAVE NOT HAD HOT WATER IN THIS BUILDING FOR ONE MONTH!!!
  American Home Shield hired a plumber to fix or replace the hot water heater and as of May 25th, we have not heard from the vender assigned by American Home Shield, which is ****************** *** ************ for ever three weeks.  I have phone records that show they have not called us back, even though we have left two messages last week, and many other messages in prior weeks.
  We insist that either American Home Shield fix or replace this hot water heater, as they promised in their response to you, by Tuesday, May 30th or authorize us to hire our own local plumber to take care of the problem by the end of business on May 30.
  No one should have to go a month with no hot water and there is no excuse for this completely abysmal lack of service performed by American Home Shields choice of a plumber.
  Please respond by email: *********************** as soon as possible. 
  We had a call making lots of promised two weeks ago, but still no service.  We need your response to be in writing, as your company has not yet performed as promised in our contract.
  

  Thank you,
  ******* and ***********************
  *************************************************************************

  
  

  

  Business Response

  Date: 05/30/2023

  May 30, 2023 
   
  *******************;
  **************************************************************  
   
  RE: ******************************, AHS Plan No. *********, BBB Complaint Case No. 20033767 
   
  Dear *********,   
    
  Thank you for making us aware of ********************** issues through the Better Business Bureau. We take customer satisfaction very seriously, and sincerely apologize if ****************** has not been entirely satisfied with our service.  
   
  There is an open work order for a water heater, and on 5/30/23 I spoke with *** at ****************** and informed him that the homeowner was waiting on them to install the unit. *** informed me that he will have the work order re-authorized and call the homeowner to schedule an appointment for installation. On 5/30/23 I spoke with ****************** and informed him of the process and informed him that his service fee of $100 will be reimbursed and he was happy to receive my call to help resolve his issues. On 5/30/23 paperwork was submitted for refund of his service fee in the amount of $100 for the work order created on 4/24/23; please allow ***** business days for processing, payment will be credited back to the original method of payment. On 5/30/23 paperwork was submitted to waive his service fee in the amount of $100 for the work order created on 4/27/23; please allow ***** business days for processing. 
  
   
  We take your concerns seriously and thank you for bringing them to our attention. We value **************** as a member and hope to provide him with a positive customer experience in the future.  
   
  Sincerely,  
   
  **********  
  American Home Shield of ********** 

  Customer Answer

  Date: 05/31/2023

   
  Date Sent: 5/25/2023 11:19:30 PM
  

  We filed a claim to have our guest house water heater fixed on April 24, 2023. 
  WE HAVE NOT HAD HOT WATER IN THIS BUILDING FOR ONE MONTH!!!
  American Home Shield hired a plumber to fix or replace the hot water heater and as of May 25th, we have not heard from the vender assigned by American Home Shield, which is ****************** *** ************ for ever three weeks.  I have phone records that show they have not called us back, even though we have left two messages last week, and many other messages in prior weeks.
  We insist that either American Home Shield fix or replace this hot water heater, as they promised in their response to you, by Tuesday, May 30th or authorize us to hire our own local plumber to take care of the problem by the end of business on May 30.
  No one should have to go a month with no hot water and there is no excuse for this completely abysmal lack of service performed by American Home Shields choice of a plumber.
  Please respond by email: *********************** as soon as possible. 
  We had a call making lots of promised two weeks ago, but still no service.  We need your response to be in writing, as your company has not yet performed as promised in our contract.
  

  Thank you,
  ******* and ***********************
  *************************************************************************

  
  

  Customer Answer

  Date: 05/31/2023

  Dear BBB and American Home Shield:
  We have NOT declined the offer by Ms. **** which was sent yesterday and which she discussed with us by phone.  Her focus on service is very much appreciated and we accept her resolution, of us paying $253 to the plumber, when he comes to our house.

  We got a text today from American Home Shield saying that their plumber will come on June 6th.  We hoped they would come this week, given the time we have waited and because we will be out of state next week.

  I Replied to the text asking for the plumber to come on June 1 or 2 and if that is not possible, then on June 11 or 12, when we will be here.  Perhaps Ms. *** can help with getting the plumber to agree to come one of these dates?

  Again, we appreciate talking to Ms. *** and that she is helping to resolve the issues, as soon as possible.

  Sincerely,

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

   

  

  Business Response

  Date: 06/07/2023

  June 7, 2023 
   
   
  *******************;
  ************************************************************** 
  
   
   
  RE: ******************************, AHS Plan No.601002908, BBB Complaint Case No. 20033767 
    
  Dear *********,  
   
  Thank you for making us aware of ******************** issues through the Better Business Bureau. We take customer satisfaction very seriously, and sincerely apologize if ****************** has not been entirely satisfied with our service.   
   
  Per our records, ****************** has an appointment scheduled for installation for 6/12/23, with ******************. If ****************** is not able to keep that appointment, he can reach the technician at ************. If he has any other questions or concerns, he can reach us a t800.776.4663. 
    
  We take your concerns seriously and thank you for bringing them to our attention. We value ****************** as a member and hope to provide him with a positive customer experience in the future.  
   
   
  Sincerely,   
    
  
   
  PatR.  
  American Home Shield of ********** 

  Customer Answer

  Date: 06/07/2023

  Thank you for confirming June 12, Monday as being when your plumber will install the new hot water heater.  Can you confirm we pay the plumber directly $253 ?  Thank you.

  Customer Answer

  Date: 06/07/2023

   
  Date Sent: 6/7/2023 3:00:05 PM
  Thank you for confirming June 12, Monday as being when your plumber will install the new hot water heater.  Can you confirm we pay the plumber directly $253 ?  Thank you.

  Customer Answer

  Date: 06/12/2023

  We have not had a working hot water heater and have been waiting for American Home Shield to fix or replace it since April.

  Today the plumber they hired, Criteran Plumbing, was supposed to install a new water heater.  But they called to say that they just noticed that the hot water tank that American Home Shield had sent to them was the incorrect size--this is nearly unbelievable, since we told the agent and the plumbers that we needed an LPG "shorty" 30 gallon water heater over a month ago. 

  Of course we had arranged to be home today meet the plumbers and we are very disappointed to still have no water heater.

  If American Home Shield cannot send the correct part and have it installed after over SIX WEEKS, then they should make an offer of the value of what they were going to pay for the parts and labor to us and allow us to directly hire a local plumber who will actually get the part installed, immediately.

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

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

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

  

  Business Response

  Date: 06/15/2023

  June 15, 2023
  
  
  
  
  *********
  BBB of the Mid-South
  *******************************
  *******, ** *****
  
  RE: *****************************, AHS Plan No.601002908,BBB Complaint Case No. ********
  
  Dear Ms. ****
  
  Thank you for making us aware of the plan holders issue through the Better Business Bureau. We take customer satisfaction very seriously, and sincerely apologize if the plan holder has not been entirely satisfied with our service.
  
  We apologize for the miscommunication and inconvenience you have experienced. In this situation, and as a valued member of American Home Shield,we can offer ***************************** cash in lieu (***) in accordance with section A.5.c. of your Plan Agreement 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 *** offer is $2,443.60.
  
  The plan holder is welcome to confirm on this complaint if they would like to proceed with the cash in lieu offer in accordance with the provisions of the warranty plan.
  
  Sincerely,
  
  ******************
  
  American Home Shield Corporation

  Customer Answer

  Date: 06/16/2023

  Dear American Home Shield:
  We accept the offer If you accept to find new replacement and send acceptable proof of your actual
  itemized costs to AHS before any reimbursement amount will be paid.  The *** offer is $2,443.60. 

  Could you please give us the email where we send this proof and the name of a responsible AHS person who will assure that the payment is made to us?

  With kind regareds,

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

  Customer Answer

  Date: 06/16/2023

   
  

  From the CONSUMER:

  Sent 6/16/2023 11:52:59 AM

  Dear American Home Shield:
  We accept the offer If you accept to find new replacement and send acceptable proof of your actual
  itemized costs to AHS before any reimbursement amount will be paid.  The *** offer is $2,443.60. 

  Could you please give us the email where we send this proof and the name of a responsible AHS person who will assure that the payment is made to us?

  With kind regareds,

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

  Customer Answer

  Date: 06/16/2023

  From the CONSUMER:
  Sent 6/16/2023 11:52:59 AM
  
  Dear American Home Shield:
  We accept the offer If you accept to find new replacement and send acceptable proof of your actual
  itemized costs to AHS before any reimbursement amount will be paid.  The *** offer is $2,443.60. 

  QUESTIONS:

  1) Is it possible for us to install a tankless water heater using this offer of $2443.60?  A plumber has suggested that would be better than a new 30 gallon tank.
  2) Could you please give us the email where we send this proof and the name of a responsible AHS person who will assure that the payment is made to us?
  With kind regareds,
  *****************************

  Customer Answer

  Date: 06/21/2023

  Please see message sent on June 16th....we have not yet gotten a reply.....thank you....

   

  From the CONSUMER:
  Sent 6/16/2023 11:52:59 AM
  
  Dear American Home Shield:
  We accept your offer, "...to find new replacement and send acceptable proof of your actual
  itemized costs to AHS before any reimbursement amount will be paid.  The *** offer is $2,443.60."
  QUESTIONS:
  1) Is it possible for us to install a tankless water heater using this offer of $2443.60?  A plumber has suggested that would be better than a new 30 gallon tank.
  2) Could you please give us the email where we send this proof and the name of a responsible AHS person who will assure that the payment is made to us?
  With kind regareds,
  *****************************

  

  Business Response

  Date: 06/22/2023

  June 22, 2023
  
  
  
  
  *********
  BBB of the Mid-South
  *******************************
  *******, ** *****
  
  RE: *****************************, AHS Plan No.601002908,BBB Complaint Case No. 20033767             
  
  Dear Ms. ****
  
  AHS is in receipt of ******************************* acceptance of the *** offer of $2,443.60. The invoice can be uploaded directly to the BBB website for processing.Once I receive the paid invoice, I will process the check.  It can take ***** business days to receive once processed.
  
  We take your concerns seriously and thank you for raising them to our attention. We appreciate the plan holder as a member and hope to provide them with a positive customer experience in the future.
  
  Sincerely,
  
  ******************
  
  American Home Shield of **********, Inc. 

  Customer Answer

  Date: 06/26/2023

  Dear AHS ******************:
  Thank you for your message. 

  We believe that a hot water heater will be delivered on June 28 and installed on June 30.  Once it is installed, we will submit documentation via this BBB site, as you suggested.

  
  Appreciatively,

  ******* and ***********************
  

  Customer Answer

  Date: 07/03/2023

  Please see the receipts for the hot water heater, which I transported from the store, and for the installation by "First Class Water Heater plumbers", completed on June 30, 2023.

  The total cost is substancially less than the amount authorized by the company (over $800 less).

  Please send a check for $1611.98 to *****************************, **************************************************************************

  Thank you.
  

  Customer Answer

  Date: 07/06/2023

   
  

  Please see the receipts for the hot water heater, which I transported from the store, and for the installation by "First Class Water Heater plumbers", completed on June 30, 2023.

  The total cost is substancially less than the amount authorized by the company (over $800 less).

  Please send a check for $1611.98 to *****************************, **************************************************************************

  Thank you.

  

  Business Response

  Date: 07/11/2023

  July 11, 2023
  
  
  
  
  *********
  BBB of the Mid-South
  *******************************
  *******, ** *****
  
  RE: *****************************, AHS Plan No.601002908,BBB Complaint Case No. 20033767                   
  
  Dear Ms. ****
  
  AHS is in receipt of the paid invoice for the water heater replacement.  On July 10, 2023, AHS processed the reimbursement for $1,611.98.  The plan holder will receive the check within ***** business days.
  
  Sincerely,
  
  ******************
  
  American Home Shield of **********, Inc. 

  Customer Answer

  Date: 07/12/2023

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

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

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

  **********, ** 95472

  
  

• Initial Complaint

  Date:05/05/2023

  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 requested service for my pool heater , American home shield refused to cover the repairs stating too much chemicals , pool heater is more than 10 years old , I have a salt cell which means I dont add chemicals to my pool , also I have the technician on the camera never tested pool water , American home shield trying to fix pool heater by stating this excuse , pool heater need to be covered or money paid to them for past 5 years need to be refunded

  

  Business Response

  Date: 05/16/2023

  May 16, 2023
  
  
  
  
  *************************************
  BBB of the Mid-South
  3693 *************
  *******, ** *****
  
  RE: *********************; AHS Plan No. ********* ;BBB Case No. 20022265             
  
  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 pool heater service request to a resolution.  According to our records, the pool heater service request was placed on April 26, 2023.  The vendor, ****** Pool Supply reported harsh levels of chemicals and low PH in the pool/spa water have destroyed the copper in the heat exchange. The heater is now beyond repair and needs to be replaced.
  
  Section A.2. of the warranty provides Coverage under this contract includes normal wear and tear malfunctions during the contract term (as defined in Section B); therefore the claim was denied.  On May 16, 2023, AHS dispatched a second opinion to Flawless Pool Service.  AHS relies on the diagnosis from our licensed technicians to determine the course of action for the repair or replacement of a covered item.  Once the diagnosis is received from the second opinion vendor, AHS will advise the plan holder further as to its position.
  
  Thank you for your consideration.
  
  Sincerely,
  
  ******************
  American Home Shield of **********, Inc. 

  Customer Answer

  Date: 05/16/2023

   
  Complaint: 20022265
  
  I am rejecting this response because:

  pool Heater main part was replaced 4 years Ago , I included a picture that shows pool heater have no rust and in a good Condition

  i informed Ahs that I have a salt cell and that I dont put Chemicals in My pool , Ahs stated too much Chemicals to get rid of warranty without knowing my pool Condition , the reason I called was for no power going to heater which have no relation of Chemicals , I also called another Technician and he was able to rewire the pool heater and turned on , but mention that igniter need to be replaced 

  Thanks
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 05/24/2023

  May 24, 2023
  
  
  
  
  *************************************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: *********************; AHS Plan No. ********* ;BBB Case No. 20022265            
  
  Dear *************************************:
  
  We have reviewed the diagnosis from the second opinion and the coverage decision stands.  Flawless Pool Service reported the heater does not heat due to shorted igniter.  However, it would not be a good repair due to extensive corrosion caused by water exposure from sprinklers and lack of proper foundation. The pool heater was resting on dirt, which has allowed the heater to get consistent water damage.  Per Section A.2. of your Plan Agreement coverage under this contract includes normal wear and tear malfunctions during the contract term (as defined in Section B). 
  
  Although not obligated, in an attempt to resolve this matter amicably, AHS has agreed to reimburse the plan holder up to $500.00.  AHS request the plan holder confirm their acceptance of this offer and provide their proper mailing address.  Alternatively, the plan holder may email the requested information directly to ************************************************************ for processing.  AHS will await the requested information.
  Sincerely,
  
  ******************
  
  American Home Shield Corporation

  Customer Answer

  Date: 06/02/2023

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

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

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

  , ** 92880

  
  

  

  Business Response

  Date: 06/07/2023

  June 7, 2023
  
  
  
  
  *************************************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: *********************; AHS Plan No. ********* ;BBB Complaint No. 20022265           
  
  Dear *************************************:
  
  Thank you for making ** aware of ********************* issue through the Better Business Bureau. We take customer satisfaction very seriously, and sincerely apologize if the plan holder has not been entirely satisfied with our service.
  
  On June 7, 2023, AHS processed the check for $500.00.  ********************* can expect to receive it within ***** business days. This matter is considered resolved.
  
  Thank you for your consideration.
  
  Sincerely,
  
  ******************
  
  American Home Shield Corporation

• Initial Complaint

  Date:05/03/2023

  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.

  April 18, 2023 $94.82 monthly fee Contract Number:616728448 Agent *** called me to speak with the contract department concerning upgrading my contract to Platinum due no one called back in December as stated in several phone calls. The agent stated she upgraded my contract to the Platinum but never received an email with the new Platinum contract. Call back and the agent advise my contact was cancel due selling my home. I advised her that's the wrong information, all I spoke with the agent was about to upgrade. Contract cancelled by AHS in error, asked for a supervisor to pull the call and call with an update as of 05/03, 2023, I have called twice and was told by Agent ******* that the request was not sent for escalation and I had to get a new contract due AHS Agent cancel the contract and it could not be reinstated. The new contract can not be started for 30 days for their mistake. The two work orders was submitted on Contract Number:616728448, tech came out for repair, information sent in but has not been contacted on the details:Dispatch: #********* Requested: 04/16/23 Dispatch:04/26/2023 Status Service Appointment: Pending

  

  Business Response

  Date: 05/16/2023

  Date: *** 16,2023
  
  
  *************************************
  BBB of the Mid-South 
  ************************************;
  *******,** 38125 
  
  
  RE: ************************************; AHS Plan No.59245538;BBB Case No. ********
  
  Dear **************************: 
  
  American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint.  Your letter has been forwarded to me for review and response. 
  
  
  Thank you for the opportunity to assist ***************************** with her complaint. We hate to hear that her experience with us has been less than satisfactory. Once a contract is cancelled, AHS is unable to reinstate a cancelled contract. **** assured her voice has been heard and feedback has been submitted on her behalf.
  
  Records show that a service request for the dishwasher and washer was placed on 04/16/2023 and assigned to ****** Appliance LLC for service. The vendor reported to AHS that the washer motor shorted out causing the unit to not work. Due to the part no longer being available, the dishwasher was placed into replacement options and **************************** was sent the available options for the dishwasher replacement.
  
  The technician advised AHS that the control board needed to be replaced. AHS authorized the replacement of the control board and the part was ordered with an estimated date of arrival of 05/08/2023. The vendor has confirmed that the part was received, and they will be contacting ***************************** to schedule a return visit to the home to install the part and complete the washer repair.
  
  
  Sincerely,
  Schawanna B.
  American Home Shield Corporation

  Customer Answer

  Date: 05/17/2023

  Hi, I am working on ordering the replacement dishwasher, per the notes in the account the part for the washer machine has been ordered. As of 05/17/2023 has contacted me concerning the issue with my contract being cancelled. I would like to keep the complaint open until all issue has been resolved. 

• Initial Complaint

  Date:05/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a very expensive plan through American Home Shield. Included in my plan is roof leak coverage up to a certain value. I put in a claim to have a leak repaired when I noticed it in January. The assigned contractor (Modern Roofing)) arrived early February to check the roof. He called 45 mins before the appointment and asked if he needed a ladder to inspect. Seemed like a weird question but okay. He leaves and says he will contact AHS and get started. I called him 2 weeks later and asked what was going on, he said that I needed to contact AHS. I called AHS and they then called the contractor. This has been going on for 4 months. I have called AHS no less that 12 times for resolution. Each time, they call the contractor and he comes up with a different excuse. I asked them to send a different contractor seeing that even AHS can't get him to answer the phone anymore either. The last 3 phone calls have been AHS saying that they can't reach the contractor and they are escalating it for resolution. The exact same message all three times. I am beyond frustrated. They say each time I will hear back within ***** hours. I haven't received a call at the promised time yet. I am really tired of being jerked around by this company.

  

  Business Response

  Date: 05/15/2023

  May 15, 2023
  
  
  
  
  *************************************
  BBB of the Mid-South
  3693 *************
  *******, ** *****
  
  RE: ***********************************; AHS Plan No.  615789258 ; BBB Case No. 20011348             
  
  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 roof leaks service request to a resolution. According to our records, the roof service request was placed on January 22, 2023.  The vendor, Modern Roofing reported that there was a previous repair completed & more shingles needed to be replaced.  After several attempts,there has been no response from the vendor.
  
  On May 15, 2023, AHS transferred the vendor and can offer outside authorization.    The plan holder can obtain a vendor of their choice who is licensed & insured in their respective state.  The independent contractor will need to contact AHS directly with a diagnosis & estimate before any repairs/replacements are made to ensure proper reimbursement.  A full list of guidelines to include the vendors not to use will has been sent directly to *************************************** email address on file.  The plan holder is welcome to confirm this complaint if they would like to move forward with outside authorization.
  
  Thank you for your consideration.
  
  
  
  
  Sincerely,
  
  ******************
  American Home Shield Corporation

  Customer Answer

  Date: 05/16/2023

   
  Complaint: 20011348
  
  I am rejecting this response because:

  I have contacted multiple contractors in my area and a lot of them have a very similar response when I ask about American Home Shield (AHS).   The majority state that AHS does not pay its bills and they have thousands of dollars worth of outstanding invoices that the work is complete, but they have not been paid for.  When going with an outside vendor that means that the money for the repair comes out of my pocket, then at some point AHS will review and reimburse me.  If there are contractors out there that are not getting paid, what chance do I have of getting paid back?  To offer a service and not have any contractors to fulfill that service seems very misleading.  I will try again to get a contractor to do the work to repair my roof, then see if they are willing to be paid directly by AHS, or be reimbursed by AHS if/when I pay out of pocket.

  One of the major problems I have and as I stated in the original complaint was AHS not responding or calling when they said that they were going to.  As stated in their contract, they promise to call back within ***** hours, but have yet to do so.  I was told this week that they were going to call back on Tuesday, but I received a call from them on that following Saturday night at 5pm.  The phone is in my hand, it rings once and when I go to answer, they have already hung up.  This customer ********************** is absolutely terrible.  This issue has not been addressed even though it has gone to their escalation team several times.  The only answer they have is to have me do the leg work to find a contractor.  When I have found a contractor and provided them with the information for the company that is currently doing business with AHS, they don't contact them even though they tell me that they did.  I provided the same contractor information to them 5 different times.  When I called about an issue on another property that I own that needed the same work, they assigned the contractor THAT I HAD SENT THEM for my other property, even though they said that their team couldn't get in contact with them. 

  I would really like to see something from AHS that proves that they value me as a customer, not just making excuses.  The individual that is responsible for recruiting contractors in my area does not contact any company to add them to the dispatch list.  Whoever is in charge of this area, really needs to review what they are actually doing in the Four Corners region and see if they are actually doing the job they are contracted to accomplish.  This is really stressful to constantly have to call a company dozens of times to get things fixed, when I hired them to provide peace of mind.  

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

  

  Business Response

  Date: 05/23/2023

  May 23, 2023
  
  
  
  
  *************************************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: ***********************************; AHS Plan No.  615789258 ; BBB Case No. 20011348            
  
  Dear *************************************:
  
  Thank you for making ** aware of the plan holders issue through the Better Business Bureau. We take customer satisfaction very seriously, and sincerely apologize if the plan holder has not been entirely satisfied with our service. 
  
  The vendors give ** a list of zip codes that they service, however, often when that list changes they fail to let ** know. This causes unnecessary delays for the customer.  While an apology will regrettably not alter the outcome of your experience on this occasion, we do extend it with all sincerity.
  
  As per the contract, we will reimburse up to the contract limit of $1,500.00 for roof repairs.  To move forward, AHS will need an invoice or estimate first.  Please upload directly to the BBB website for review.
  
  We take your concerns seriously and thank you for raising them to our attention. We appreciate the plan holder as a member, and hope to provide them with a positive customer experience in the future.
  
  Sincerely,
  
  ******************
  
  American Home Shield Corporation

  Customer Answer

  Date: 06/23/2023

   
  Complaint: 20011348
  
  I am rejecting this response because:

  I have contacted AHS and have tried to complete the invoice estimate for roof repairs. I was told that nothing could be done because it is " currently in legal". I was told that the Field manager was reviewing this and trying to find a contractor. I was also told that I refused outside authorization  What I said was I preferred AHS to find a contractor, but as a last resort would find one myself. I have found two roofing contractors that will provide estimates. One(Basin Roofers) is an AHS vendor that would be willing to bill AHS directly. The other (Magic Roofing) said they would be willing to do the same. I have received no communication from the AHS company even though they promise a call or email within 48 hrs. I have called them ***** times and each time the representative says "rest assured, you will be receiving a call back within ***** hours."   I would like some communication with someone from this company with the ability to do something about this dispatch.  So far every person I have spoken to cannot do anything except put notes in their system. 

  I wish this was a better customer experience, but I feel that nothing is being done and that I as a customer are being ignored.  My roof has been leaking since we noticed the leak in January. It is now causing mold in the wall that is a health problem. I have contacted a mold remediation company and they have stated it will take over $1000 to clean up the mold now in the wall. This is more than inconvenient, it is dangerous.

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

  

  Business Response

  Date: 06/30/2023

  June 30, 2023
  
  
  
  
  
  *************************************
  BBB of the Mid-South
  *************************************************************
  
  RE: ***********************************; AHS Plan No.  615789258 ; BBB Case No. 20011348           
  
  Dear *************************************:
  
  After further review, it is found that AHS has previously and accurately advised *********************************** as it pertains to the roof.
  
  To move forward, AHS will need an invoice or estimate first.  Please upload directly to the BBB website for review.  When I have received and reviewed the requested information, you will be further advised of AHS position. 
  
  Sincerely,
  
  ******************
  
  American Home Shield Corporation

• Initial Complaint

  Date:05/01/2023

  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.

  Called American Home shield on 0427/2023 to request service. The electrical panel to my home continuously is blowing out. This left me without power entirely. During my call with a rep for AHS, I informed them that I have advanced MS and required tempeture control environment and medical equipment that needed to have access to electricity. Additionally, my food was going to spoil and countless other issues stemming from the power outage. AHS stated 05/02/2023 would be the soonest they could come. On 04/29/2023. I became concerned about the safety of the panel itself. I called an electrician out and was informed that the panel was a fire hazard. I called AHS back and said I was not doing well physically and that now my dwelling had become a fire hazard. I have documentation from the electrician as well as my physician to confirm the facts stated above. 05/01/2023 called AHS and spoke with employe id # ******* and id # ***** provided them with an updated them once again that my well-being due to illness, no food, or electricity and the fire hazard. Once again was told nothing could be done to expedite my serves and that they were within the rights to not expedite my service and that I would simple have to wait it out.

  

  Business Response

  Date: 05/15/2023

  Date: *** 15,2023
  
  
  *******************;
  BBB of the Mid-South 
  ************************************;
  *******,** 38125 
  
  
  RE: *****************************; AHS Plan No.625631368; BBB Case No. 20003191
  
  Dear Ms. **************************************** (AHS) is in receipt of your letter advising of the above referenced complaint.  Your letter has been forwarded to me for review and response.
  Thank you for the opportunity to assist ****************** with her complaint. We hate to hear that her interactions with us were less than satisfactory. **** assured her voice has been heard and feedback has been submitted on her behalf.
  I have reviewed AHS records and found that the service request was assigned to ******************* for service. The vendor reported the diagnosis to AHS,advising that the member hired a technician to replace one twin double 20a breaker and that he found the subpanel with no power at all. The technician advised that the electrical pedestal has a problem which will need the management to check the problem, but he noticed that the replaced breaker was a used old breaker that has water damage and was rusted from the inside. The technician also advised that the 60a subpanel is overloaded and is a pre-existing condition.
  The repairs were denied as the contract does not cover pre-existing conditions that occurred before the start of the contract and could have been detected by a simple mechanical test.
  As a courtesy, AHS will reimburse the $125 trade service fee. ****************** will receive the reimbursement back to the original payment method in ***** business days.
  
  Sincerely,
  Schawanna B.
  American Home Shield of **********, ****  

• Initial Complaint

  Date:05/01/2023

  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.

  I have tried to cancel my service with American Home Shield many times. My first attempt I was transferred to someone to cancel my service, after over 20 minutes on hold I was hung up on. I finally got a hold of someone on April 3rd, 2023, they assured me my service would be canceled and that I would receive a credit due to unsuccessfully trying to cancel previously. I received an email yesterday telling me my bill was overdue. I am currently on hold trying to cancel again, I have been on hold for over 15 minutes at this point and have no faith that they will cancel my plan.

  

  Business Response

  Date: 05/06/2023

  May 6, 2023
  
  
  *************************************
  BBB of the Mid-South
  *************************************************************
  
  RE: ******* &***************************; AHS Plan No. *********; BBB Case No. 20002764
  
  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 the matter.  On May 1, 2023, the plan holder reviewed this matter directly with an AHS Representative. The warranty plan was cancelled per the plan holders request, and back dated to the requested date of March 14, 2023. 
  
  Thank you for your consideration.
  
  Sincerely,
  
  ****************
  American Home Shield Corporation

• Initial Complaint

  Date:04/30/2023

  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 called to cancel my account and The representative informed me that they would wave my April payment if I kept my contract so I agreed however they charged my account for ***** they need to learn to say what they mean and mean what they say

  

  Business Response

  Date: 05/10/2023

  Date:May 10, 2023
  
  
  ***************************
  BBB of the Mid-South 
  ************************************;
  *******, ** 38125 
  
  RE: ***********************; AHS Plan No.613657758;BBB Case No. 20000199
  
  Dear ***************************: 
  
  American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response. 
  
  Thank you for the opportunity to assist **************** with her complaint. I reviewed AHS records and found that **************** contacted AHS to cancel the contract on 04/28/2023. As an incentive to keep the contract, *************** was offered a 1-month premium concession and a trade service fee coupon.Due to ****************** premium due date being the 30th of the month the concession did not process in time to be applied to Aprils premium and was applied to **** premium. The concession has been applied and **************** does not have a contract premium due until 06/30/2023.
  
  Sincerely,
  Schawanna B.
  American Home Shield of ********, Inc. 

• Initial Complaint

  Date:04/30/2023

  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 called HSA Home Warranty on January 11th 2023 to cancel my contract for the upcoming year, I did not want to renew in February. However I have been charged each month since, even more than what I was charged the previous year. I would like my contract cancelled as I was told it would be when I called and I want my money back for February, March, and April. I was told when I called that my credit card information would be removed and that I was not going to be charged any more.

  

  Business Response

  Date: 05/06/2023

  May 6, 2023
  
  
  *************************************
  BBB of the Mid-South
  *************************************************************
  
  RE: ***********************; HSA Plan No. *********; BBB Case No. 19999826
  
  Dear *************************:
  
  Home Security of ******* ("HSA") is in receipt of your letter advising of the above referenced complaint.  Your letter has been forwarded to me for review and response.
  
  I have reviewed HSAs records regarding this matter.  HSA does apologize for the plan holders frustrations regarding this matter.  The plan holders renewal warranty plan has been cancelled and back dated to the effective date of February 27, 2023.  HSA agrees to reimburse the full $251.97 paid for this renewal warranty plan.  The plan holder should expect that reimbursement within 10 to 14 business days.
  
  Thank you for your consideration.
  
  Sincerely,
  
  ****************
  Home Security of *******, ****