Business Profile

Home Warranty Plans

American Home Shield

Headquarters

Complaints

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

Customer Complaints Summary

18,115 total complaints in the last 3 years.
4,915 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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 contacted American Home Shield because my refrigerator stopped cooling. ******** the maker of the refrigerator, deemed it irreparable. They have been to my home 4 times in the last 6 months to replace the ice maker. The last time was less than a month ago. We told the technician from ACT Appliance and show home the paperwork, he did not speak English or look at anything. He left and ordered an ice maker. I got an email notification and immediately called the company and AHS. They will not listen to the issue and continue to repeat a script. I cant speak to anyone who understands whats going on. I also let them know the company they sent out did not even look at the refrigerator and I would like to dispute it. I received a phone call to schedule my installation, after I spent all day yesterday tell both companies that is not the issue. I want my $75 back from the service call as well as my refrigerator replaced, which is why I pay for the *** service.
Business Response
Date: 03/27/2023
March 27,2023

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

RE: *******************************;AHS Plan No.612842128; BBB Case No. 19604612

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 reviewed ******************** account with regards to service for the refrigerator. On March 27, 2023, ACT Appliance reported to AHS that the icemaker for the refrigerator has been replaced before by another company. The technician reported that the heater and possibly the icemaker will need to be replaced.

In order to amicably resolve this issue and due to the multiple repairs, AHS agrees to replace the refrigerator in accordance with the terms of the warranty plan. Section C.7.a of the warranty plan states AHS is not responsible for matching dimensions or brand. AHS is not responsible for repairing, replacing, or matching any feature of a Covered item that does not contribute to the primary function of that Covered Item. The Appliance Purchasing will contact ******************** to discuss the replacement, she may also contact them at ************ EXT 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 $75 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.
Customer Answer
Date: 04/01/2023

Complaint: 19604612

I am rejecting this response because: The business credited me back the $75 service fee, then, without authorization, charged me $53 the same day. Ive once again been trying to talk with someone to get a response that isnt scripted.

Sincerely,

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

April 19, 2023

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

RE:      *******************************; AHS Plan No. 612842128;BBB Complaint Case No. 19604612

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 previous correspondence accurately stated the information in our records, as well as our position. As stated previously, AHS agreed to replace the refrigerator. The customers regular payment in the amount of $52.99 was rightfully deducted for warranty plan fees on March 31, 2023. This payment was rightfully due.

Thank you for your consideration.

Sincerely,

AMERICAN HOME SHIELD OF *****, INC.
Customer Answer
Date: 04/19/2023

Better Business Bureau:

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

Sincerely,

*******************************
*****************************
**********, ** 78681
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.
The problem is that water heater is dangerous and adding money for no good reason to the replacement
Business Response
Date: 03/28/2023
March 28, 2023

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

RE: *******************; AHS Plan No. *********; BBB Case No. 19604322

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 water heater service request to a resolution. According to our records, the water heater service request was placed on February 5,2023. The vendor, *************** reported that the water heater was damaged due to not normal wear and tear. A second opinion was dispatched on February 9, 2023. The vendor, ******* HVAC, LLC, reported that the power vent needed repair. AHS authorized the repairs. A recall was placed on February 21, 2023, and it was determined that the water heater needed to be reset. A second recall was placed on March 1, 2023,and the vendor reported that the water heater needed to be replaced.

To install new equipment, modifications are needed however not covered by the AHS warranty as stated in contract section I.4.b. except as otherwise specified in this contract, AHS is not responsible or liable for the cost of construction, carpentry, or other modifications necessary to remove,relocate, or install equipment. The modifications are as follows: ****** and fitting $350.00.

Although not obligated to do so, in an effort to amicably resolve this complaint, AHS will concession the non-covered cost of $350.00. AHS will notify the vendor regarding the concession and proceed with scheduling for installation of the water heater.

Thank you for your consideration.

Sincerely,

American Home Shield Corporation
Initial Complaint
Date:03/16/2023
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been trying to cancel my contract. Contract ID is *********. I made 4 attempts to do so in the last 5 days. On Monday March 13 at 9:24 pm, On Friday March 16 at 8:03am, On Friday March 16 at 9:55am, on Friday March 16 at 10:10am. In every case, either the department was closed, or the phone call got conveniently disconnected just as we reached the last step of confirmation of cancelation. After making this many attempts, I am beginning to suspect ill-intent. I would like BBBs help in canceling this contract. Regards
Business Response
Date: 03/18/2023
March 18, 2023

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

RE: *************************; AHS Plan No. *********; BBB Case No. 19603481

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

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

I have reviewed AHS records regarding this matter. On May 13, 2022, the plan holders current warranty plan (# *********) became effective and is set to expire on May 13, 2023. Per the plan holder request, the renewal warranty plan (# *********) that was set to become effective on May 13, 2023, has been cancelled.

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,

*************************
*********************************
*********, ** 28203
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 received an offer from AHS for a plan upgrade from Silver to Gold at no cost to me in October 2022. I reached out in October 2022, to have the plan upgraded & converted from silver to gold. I put in a claim in October 2022 for an electrical service call, which as of 3/16/23 has not been handled or resolved (I will make a separate complaint for that). In February 2023 & March 2023, I reached out again to AHS because my status was still under the silver plan & has not been upgraded to the Gold plan. I was told it would be corrected but before that the rep tried to tell me during my contract I can't upgrade & if an upgrade was to occur I would be charged. I explained the **************** didn't seem to care & was not understanding of the issue I had. I have attached screen shots of the warranty upgrade offer. I just want this resolved and I feel due to the issue, I should receive an upgrade to a higher plan status above Gold and it should be back dated from October 2022. Also, I should be given a lower service charge of $125 such as $50 for service calls. My current contract should be renewed and extended free of charge for at least 2 or 3 years for this matter as well.
Business Response
Date: 03/28/2023
March 28, 2023

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

RE: *************************; AHS Plan No.600590948;BBB Case No.19603132

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 electric service request.AHS vendors have stated there was no mechanical failures at the time of diagnosis. AHS relies on the diagnosis from our licensed technicians to determine the course of action for repair or replacement of a covered item. However, both vendors, Certified Electrical Technologies and ******************* LLC have stated possible overload and upgrades to the electric panel may be needed.

Although not obligated, in order to resolve this matter amicably, if you are in possession of an invoice or estimate from a company of your choosing that contradicts the information provided to AHS, you may forward the detailed information to me for review. The requested information should include an itemized breakdown of the costs incurred or estimated for the repair, as well as the technicians diagnosis of what caused the failure. When I have received and reviewed the requested information, you will be further advised of AHS position.

In regard to the contract upgrade, AHS is checking with our sales department as we have no record of this offer. Once we have additional information, the plan holder will be contacted directly.

Thank you for your consideration.

Sincerely,

American Home Shield Corporation
Customer Answer
Date: 04/03/2023

Complaint: 19603132

I am rejecting this response because: American Home Shield originally approved the repairs for my electric from the first service 10/27/22 & that was submitted & confirmed via live chat of the company & they then tried to send someone else out to discount the electric issues existed in the first place when I have countless estimates & checks that I had done well before 10/27/22 but other electricians. I am also having an issue because I was offered by AHS a free upgrade from silver to gold at no cost to me & it was never applied at all & I submitted that as well & it has been ignored & unaddressed as of late. More things are covered in the Gold plan than the silver one which cannot be ignored. The lack of care, concern & accountability to remedy these issues are alarming & sick for me to even think about. My family has a home with electrical issues that gave us issues during the time of my warranty & definitely gave issues during rainy & windy days, cold days with flickering lights, tripped power, power outages & other electric issues that are covered under the warranty. None of my electric or circuits were ever overloaded & none of the electricians ever said that before AHS sent out contractors. All electricians before the AHS ones knew an overload did not happen at all. I explained to the AHS that an overload did not happen as well as we don't run excessive power in the house because it could cause issues on top of the ones other electricians stated. This situation needs to be resolved by having all the needed electrical repairs performed, so this house can be safe for my family as a loyal customer. My plan needs to be bumped out from silver to gold status from 10/2022 & then as a courtesy to the highest status which is I believe platinum status at no additional cost, my current contract should be paid for for 2 years at the cost of AHS & the service fees during this time should be $0 honestly. We need to find a solution & I know these are not unreliable demands. Something can needs to be worked out & I would like an outside electrician to do the work & I will send the bill of service once it is complete & it needs to be paid for by AHS.

Sincerely,

*************************
Customer Answer
Date: 04/06/2023
I have never had an overload problem & that wasnt the problem for why my electrical services were acting up. I had multiple electricians state various issues with the service & they should be covered by the company.
And in October 2022, the screenshots attached were from AHS and I called & sent a chat message about having this offer applied & was told it would be & then it never was & I reached out In February 2023 and March 2023 about this. This means that I was under covered due to the lack of action by AHS. And the first contractor report was accepted & repairs were approved to be done & I verified that in a chat transcript & AHS sent sometime out to go against what my other contractors & the original contractor on 10/27/22 stated and denying that they approved the repairs for my electrical. At this point, AHS are not being honest & are trying to refuse to take care of an issue that they approved to be fixed and I submitted that prove as well. I should not have to get another electrician to then say what the second contractor said was lies & bs. When another electrician verifies that AHS 2nd contractor is lying, will AHS honor the repairs needed & pay for the electrician of my choice to complete the repairs as the contractor under AHS is not to be trusted & flat out lied on the report?
Customer Answer
Date: 04/06/2023
I have never had an overload problem & that wasnt the problem for why my electrical services were acting up. I had multiple electricians state various issues with the service & they should be covered by the company.
And in October 2022, the screenshots attached were from AHS and I called & sent a chat message about having this offer applied & was told it would be & then it never was & I reached out In February 2023 and March 2023 about this. This means that I was under covered due to the lack of action by AHS. And the first contractor report was accepted & repairs were approved to be done & I verified that in a chat transcript & AHS sent sometime out to go against what my other contractors & the original contractor on 10/27/22 stated and denying that they approved the repairs for my electrical. At this point, AHS are not being honest & are trying to refuse to take care of an issue that they approved to be fixed and I submitted that prove as well. I should not have to get another electrician to then say what the second contractor said was lies & bs. When another electrician verifies that AHS 2nd contractor is lying, will AHS honor the repairs needed & pay for the electrician of my choice to complete the repairs as the contractor under AHS is not to be trusted & flat out lied on the report?
Business Response
Date: 04/11/2023
April 11, 2023

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

RE: *************************; AHS Plan No.600590948;BBB Case No.19603132

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

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

After further review, it is found that AHS has previously and accurately advised ************************* as it pertains to the electrical. Whilst AHS has agreed to review an invoice or estimate from a company of your choosing, this is not a guarantee of reimbursement. AHS coverage decisions are based on the diagnosis received from the assigned contractor and the terms of the plan. When I have received and reviewed the requested information, you will be further advised of AHS position as it pertains to coverage.

In regard to the contract, the member does have the option to upgrade their coverage from Shield Silver to Shield Gold.The term "at no cost" refers to an upgrade being done, and the plan holder wouldn't have to pay anything down in order to have such facilitated. If the plan holder wishes to upgrade the renewal coverage from Silver to Gold, they can. However, the Shield Gold bears a premium price of $57.16 monthly with the septic added or $52.99 without the septic coverage added.

Thank you for your consideration.

Sincerely,

American Home Shield Corporation
Customer Answer
Date: 04/14/2023
If I get the estimate from an outside contractor, will AHS pay them to do the repairs because they know they approved the repairs on 10/27/22 & not they are not trying to honor it. And my plan was supposed to have been upgraded to Gold as well at no cost to me, meaning no raise in my monthly rate that I was paying & they never fixed that.
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 have been with American Home Shield for over 6 years, and this the first time I have felt this company does not want to pay on claims. My account number is ***********. On **/**/2022 I contacted AHS regarding my furnace. It went out and they sent Carolina *** system to my property. They did not fix it. I called again, 11/14/2022 and Carolina *** system came out again, still did not fixed the problem. Called again 12/1/2022 problem not fixed, called again on 12/8/2022, called again on 12/29. called again 1/25. and they assigned Advance Home Service, called again 1/28, called again 2/4, called again on 3/13. According to my contract if they can;t fixed it, I should get a new furnace. I can't get a supervisor on the phone, and no one will call me back. I;m 83 year old Senior Citizens living with my wife. We are on a fixed income. I need help!!!!
Business Response
Date: 03/28/2023
March 28, 2023

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

RE: ****** Torrence; AHS Plan No.594604208 ; BBB Case No.19602589

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 ****** Torrence and for allowing us the opportunity to assist with bringing the furnace service request to a resolution. According to our records, the latest furnace service request was placed on February 4, 2023 (a recall), and the vendor, A Advance Services reported no mechanical failure. On March 28, 2023, AHS dispatched a second opinion to Comfort First Heating & Cooling, LLC.

AHS relies on the diagnosis from our licensed technicians to determine the course of action for the repair or replacement of a covered item. Once the diagnosis is received,AHS will advise the plan holder further as to its position.

Thank you for your consideration.

Sincerely,

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

Complaint: 19602589

I am rejecting this response because:

Sincerely,

****** Torrence
Customer Answer
Date: 03/30/2023
No one has come out to my house. AHS is playing the same game as always. AHS called me and stated someone was coming to my house, however no one has showed up. I'm tied of calling the ************** and getting no where. Can someone please help me.
Business Response
Date: 04/21/2023
After further review, it is found that AHS has previously and accurately advised ****** Torrence as it pertains to the furnace.

On April 4, 2023, ******************** reported that there was no mechanical failure found. Although not obligated, in order to resolve this matter amicably, if you are in possession of an invoice or estimate from a company of your choosing that contradicts the information provided to AHS, you may forward the detailed information to me for review. The requested information should include an itemized breakdown of the costs incurred or estimated for the repair, as well as the technicians diagnosis of what caused the failure. When I have received and reviewed the requested information, you will be further advised of AHS position.

Thank you for your consideration.

Sincerely,

American Home Shield Corporation
Initial Complaint
Date:03/15/2023
Type:Product 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 was an American Home Shield Client in 2022. I was not satisfied with their service, in large part because every person I spoke to on their call center seemed to have different information and different understanding of the contract, rules, etc. I was promised documents would be sent to me that never were. Frustrated, I called and cancelled my policy in early December 2022, which at least one representative confirmed to me was noted in my file. However, I was billed for a new annual premium in late December. I have called numerous times to try to get the inaccurate charge removed from my credit card. On February 27, 2023, I was told a refund would be issued and to allow **** days for it to be reflected on my credit card. Over two weeks later, I still have not received a refund, and the agent I just spoke to on March 15, 2023 said my contract is still active and he can't process a refund. My former policy number was *********
Business Response
Date: 03/16/2023
March 16, 2023

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

RE: *****************************; AHS Plan No. *********; BBB Case No. 19602220

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 renewal warranty plan has been cancelled and backdated to the effective date of December 30, 2022. The plan holder should expect to receive any reimbursement due within 10 to 14 business days.

Thank you for your consideration.

Sincerely,
American Home Shield Corporation
Customer Answer
Date: 03/22/2023

Better Business Bureau:

I have finally received the refund, thanks to your support. You may consider complaint ID ******** resolved. Thank you again for being there to help customers hold sketchy businesses accountable.

Sincerely,

*****************************
1736 **************
***********, ** 70119
Initial Complaint
Date:03/15/2023
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My previous home's warranty has been auto-renewed on 06/15/2022 (I didn't receive the new contract, not able to download it online either), and the fee was raised without written notice. Service start and charges deduction from my credit card on the 15th of every month. Since I'm no longer leave at the service address, I requested to cancel the contract on March 14th, 2023, and I received the contract cancellation email which confirmed the contract has been canceled on March 14th,2023. So here're two things that I want to file a complain about American Home Shield and seek help from BBB to solve it. First, there's an "admin fee" of $32.72 charged to my account which I didn't know when they were trying to sell the service to me. Second, this company keeps charging $33.99 on my American Home Shield on March 15th, 2023 for the services already canceled a day before.I called their customer *********************** many times, being put on hold for hours, but the representative cannot find the billing department/collection department/whoever has the "access" to talk and solve this issue. At the end of each call, all the representatives said someone will contact me later, but never received a call from this company.
Business Response
Date: 03/18/2023
March 18, 2023

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

RE: *******************; AHS Plan No. *********; BBB Case No. 19601137

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 has agreed to waive and reimburse the rightfully due administrative fee paid on this warranty plan. AHS has also agreed to correct the balance showing due on the warranty plan ($33.99). The plan holder should disregard any ******** that *** cross via mail and/or email regarding that cost dated within the next 10 to 14 business days. The plan holder should expect any reimbursement agreed to within 10 to 14 business days, onto the source it was paid with.

Thank you for your consideration.

Sincerely,

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

Better Business Bureau:
Ive paid the administrative fee ***** to avoid past due billing by credit card, according to American Home Shield response, I will received the administrative fee refund within ***** business days, correct?

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

Sincerely,

*******************
******************************
******, ** 94706

Customer Answer
Date: 03/22/2023
Hello,
Somehow i received a $33.99 credit card refund today, but my American Home Shield account balance goes up by the same amount now.
This mean they didn't cancel my account balance but adding more there. Can I get a solid confirmation from American Home Shield about they will remove the balance from my account and will not trying to collecting those balance from me?
Thank you.
Customer Answer
Date: 03/24/2023

Date Sent: 3/22/2023 7:02:52 PM
Hello,
Somehow i received a $33.99 credit card refund today, but my American Home Shield account balance goes up by the same amount now.
This mean they didn't cancel my account balance but adding more there. Can I get a solid confirmation from American Home Shield about they will remove the balance from my account and will not trying to collecting those balance from me?
Thank you.
Business Response
Date: 03/25/2023
March 25, 2023

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

RE: *******************; AHS Plan No. *********; BBB Case No. 19601137

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. AHS has agreed to waive and reimburse the rightfully due administrative fee paid on this warranty plan. On March 20, 2023, that reimbursement was processed. AHS has also agreed to correct the balance showing due on the warranty plan ($33.99). AHS has agreed to waive the balance showing due on the warranty plan. This process can take up to the previously stated time frame and requested the plan holder disregard any ******** received within the next 3 to 7 business days.

Thank you for your consideration.

Sincerely,

American Home Shield of **********, ****
Customer Answer
Date: 03/25/2023

Better Business Bureau:

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

Sincerely,

*******************
******************************
******, ** 94706
Initial Complaint
Date:03/15/2023
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 July 31, 2022, I sent a demand letter to AHS Legal regarding two claims and never heard back.
Business Response
Date: 03/27/2023
March 27, 2023

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

RE: *********************; AHS Plan No. 615711818;BBB Case No.19600877

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, our legal department responded to the demand letter regarding the air conditioner on October 3,2022, and AHS processed the cash in lieu (CIL ) for the air conditioner on October 6, 2022. This matter is considered resolved.

Thank you for your consideration.

Sincerely,

American Home Shield of *******, Inc.
Initial Complaint
Date:03/15/2023
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 an existing home warranty policy with American Home Shield that includes coverage for Pool pumps, plumbing, heaters, etc. On 01/09/2023 we requested service to inspect a broken pool heater, pool plumbing, and pool pump. A service technician was assigned from ABNation (Dispatch: #*********). They came to the house to inspect the problem filed a report with AHS (which we were not provided a copy of), and the claim was denied due to heat pump heater failure. We do not know who ABNation is whether they are a qualified pool service company. We cannot find info on them online. We requested a second opinion. The Pool Step Pros were assigned the job (Dispatch: #*********) on 01/25/2023. They came out, inspected, came to a different conclusion, and the claim was denied again due to a pre-existing condition. We have not seen a copy of that report either.We escalated to the AHS supervisory level to which we were told on 03/13/2023 that the claim was being denied again due to freeze damage. To date we have been denied this claim for three varied reasons. We have not been provided, nor seen a complete copy of either service report despite having asked AHS for it no fewer than five times. Our pool has been professionally maintained twice monthly (sometimes more often) since it was built in 2018. Serviced, inspected, cleaned, filter changed all of it we have the records. There is an anti-freeze mechanism on the main pool pump to keep it running should the temperature drop below freezing to prevent damage to the systems.Arent customers by law allowed copies of service technician reports? They denied the claim for three varied reasons? It appears that American Home Shield is simply denying the claim because they do not want to pay out for replacement/repair. Please help!
Business Response
Date: 03/27/2023
Date:March 27, 2023

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

RE: ***************************; AHS Plan No.606512168; BBB Case No. 19600738

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

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

Thank you for the opportunity to assist ********************** with his complaint. I have reviewed AHS records and found that a service request for the pool pump, pool plumbing, and pool heater was placed on 01/09/2023 and assigned to ABNATION for service. The vendor reported the diagnosis of the pool pump to AHS stating that the pool pump was leaking water due to a cracked pump housing caused by freezing. The repairs were denied as failures caused by freezing are not covered by the warranty.

The technician reported that the heat pump heater was leaking water and was bypassed prior to him diagnosing it and was not leaking upon his arrival. The pool heater repairs were denied as per contract section H1, pool heat pumps are not covered.

A second opinion was placed and assigned to THE **** STEP PROS. The vendor reported the diagnosis to AHS for the pool pump stating that the pump housing is cracked on the top side. The technician advised AHS that the failure was caused due to freezing. The repairs to the pool pump were denied for the same reason as the previous vendor.

The vendor reported that water was not cycling through the heater. After diagnosing the heater,the technician found that the internal piping of the heater failed. The technician advised AHS that the failure was caused by freezing. The repairs were denied due to freezing and the pool heat pump itself not being covered.

AHS will stand on the denial as the pool heat pump is not covered by the warranty and the cause of failure to the pool heat pump is not covered by the warrant. 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,
American Home Shield Corporation
Customer Answer
Date: 04/14/2023
In regards to Complaint ID: ********
Can someone PLEASE help here
I have asked AHS no fewer than 5 times to provide unedited copies of both service reports - from ABNation and Pool Step Pros regarding the dispatch.
They have not.
As a paying customer - am I not entitled to this?

Customer Answer
Date: 04/14/2023

Date Sent: 4/14/2023 2:06:39 PM
In regards to Complaint ID: ********
Can someone PLEASE help here
I have asked AHS no fewer than 5 times to provide unedited copies of both service reports - from ABNation and Pool Step Pros regarding the dispatch.
They have not.
As a paying customer - am I not entitled to this?
Business Response
Date: 04/18/2023
Date: April 18, 2023

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

RE: ***************************; AHS Plan No.606512168; BBB Case No. 19600738

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.

AHS does not provide invoices.The diagnosis is reported to the authorizations department by the technician verbally or submitted via an online portal. The vendor that visits the home should provide an invoice to the member directly. I have contacted both vendors and requested that they provide a copy of the invoice to **********************. ********************* can also reach out to the vendor directly to obtain a copy of the invoice.

Sincerely,
American Home Shield Corporation
Initial Complaint
Date:03/15/2023
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 Janary 2023. Our pool pump making squeaking noise and has leaking on the connecting pipe. We called American Home Shield and requested a service call. The say as a gold state customer, we are entitled up to $3000 coverage for the pump/heater. So We paid the deductible of $100 at this time. they send contractor on 2/1/2023, but saying the noise is due to wearing and they wont cover until it breaks down. It actually breaks down in 27 days after the contractor left. On 2/28/2023, contractor made a recall service and saying it is covered by home warranty and telling will get parts ordered and AHS send a message saying the parts is ordered for dispatch #********* . But two days later, the case was closed without any notice. We made several calls to AHS but no one knows what is going on.On 3/6 /2023We called AHS request to escalate the case and finally on 3/9 they reopen the case#*********, and we just having trouble to getting hold of the contractor , they are saying the supervisor is out of town.On 3/13/2023, I called AHS and requesting to change a new contractor, AHS made a call to contractor then saying congratulations you are getting a new pump and the contractor will contact you in 2 days, however when I call Contractor back on 3/15, the contractor say they knows nothing about purchasing of new pump.It has been two and half months . The swimming pool is getting algae without circulation, I just want the pump get replaced. We made numerous calls , It turned out that AHS and contractor are kicking the ball. Does AHS always treating gold state customer in this s***** way? and when exactly we can get the pump replaced.
Business Response
Date: 03/27/2023
March 27, 2023

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

RE: *************; AHS Plan No. ********* ; BBB Case No. 19600053

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 ** the opportunity to assist with bringing the pool pump service request to a resolution. According to our records, the cash in lieu (CIL) of replacement was accepted on March 17, 2023, and processed on March 22, 2023. ************* can expect to receive the check within ***** business days. This matter is considered resolved.

Thank you for your consideration.

Sincerely,

American Home Shield of **********, Inc.

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