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

18,108 total complaints in the last 3 years.
4,915 complaints closed in the last 12 months.

If you've experienced an issue

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

Initial Complaint
Date:03/15/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have made several attempts with American Home Shield to resolve repairs to my washing machine as covered under the warranty I purchased thru them. Please see the attachments for all the details of what has transpired so far. They have offered very poor customer ********************** and have failed to follow thru on their obligations. Contract Number ********* expiring 11/19/2023.
Business Response
Date: 03/17/2023
March 17, 2023

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

RE: ***********************; AHS Plan No. *********; BBB Case No. 19599720

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

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

I have reviewed AHS records regarding this matter. AHS does apologize for the plan holders frustrations regarding this matter. On March 17, 2023, the decision was made the washer should be replaced. Section A.4 of the warranty plan states for covered malfunctions, unless otherwise specified in this contract, AHS will repair or replace the covered item. AHS has the sole right to determine,according to the terms of this contract, whether a covered item will be repaired or replaced. When making repairs, AHS reserves the right to rebuild existing parts or components and/or to install rebuilt parts or components.When making replacements, AHS is responsible for installing replacement ******************* of similar features, capacity, and efficiency, but not for matching dimensions, brand or color. AHS is not responsible for matching any feature of an existing item that does not contribute to the primary function of that item. AHS ******************************* will contact the plan holder to review the replacement option in accordance with the provisions of the warranty plan referenced above. The plan holder may contact the AHS ******************************* directly at **************. Although not liable to do so, AHS has agreed to reimburse the $133.75 trade service call fee paid for this service request. The plan holder can expect to receive that reimbursement within 10 to 14 business days.

Thank you for your consideration.

Sincerely,
American Home Shield Corporation
Customer Answer
Date: 03/17/2023

Better Business Bureau:

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

Sincerely,

***********************
62 *************
*******************, ** 25414
Initial Complaint
Date:03/15/2023
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.
Claim for broken washing machine 1/19/23. Repair ** came 3x in several weeks & ordered 2 parts, **uld not fix it. Had many issues, including request for different **/different tech, ** not **mfortable same tech **ming to our house, he was anxious & impatient. Told by ****/************** 2/18 that machine not fixable, & AHS had previously told that if not fixable, will get a cash settlement for replacement. Purchased new machine on 2/18 based on this (in my son-in-laws name, will be reimbursing them for **st). ******* from American Home Shield (AHS) **nfirmed 2/24 machine not fixable & we'd get cash settlement for new machine. Called AHS for settlement status. AHS said settlement $86, **st of part to fix. We never approved & was **nfusing bc told multiple times that not fixable & never heard anything about ordering a 3rd part to fix. No one will send anything in writing or proved re**rded calls, despite mult requests. Contacted AHS over & over, each time getting different info (called today 3/15, they said sending replacement machine [?]). 3/6 ****** said under law, they need approval from acct holder to process settlement. We never approved $86. ****** supposed to review calls & said call back in 48 hours. 3/8 talked to ****. Advised **** that we were re**rding call. Can supply re**rding to BBB. **** **nfirmed to approve $86 settlement, they need verbal approval of **** He said AHS got approval for $86 & would have re**rdings to prove. He was also supposed to listen to re**rdings of alleged ****************** **nfirming not fixable & get back to us by end of week. He **nfirmed our phone # & said for sure youre going to get an answer from me this week. He did not call back. Called again 3/13. Again someone was supposed to listen to re**rdings & respond. Called 3/15, hung up after being transferred several times. AHS should provide all re**rded calls to BBB at best, gotten misinformation from mult employees; at worst, been lied to & AHS broken the law.
Business Response
Date: 03/27/2023
March 27,2023

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

RE:****************************; AHS Plan No., BBB Complaint Case No. 19599059

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

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

Thank you for allowing ** the opportunity to assist ******************** with her complaint,unfortunately AHS is unable to locate an account with the information provided,the property address at ********************* is not pulling up a contract. We also tried pulling up the contract by her name, phone # and email address, and are not able to pull up an account. If ******************* could please provide the property address or contract number associated with this complaint so that AHS can further assist.

Thank you for your consideration.

Sincerely,

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

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I apologize for selecting the incorrect business name.

Sincerely,

***************************
***********************************************************
*****, ** 75023
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.
I filed a claim for service for a refrigerator back in August 2022, the claim was never fulfilled after numerous calls trying to find out why no one was contacting me to provide the service. Per my payment history I was charged $111 twice for the service, but it was never received. I called on 3/8/2023 to request a refund and was told it would be 2-5 days, as of 3/15 the refund has not been received.On 3/8/2023 I filed another claim for 2 plumbing leaks, they deducted another $111 from my credit card and as of 3/15/2023 I have not received any calls from a service provider.I called on 3/15 to find out what was going on with the service provider for the plumbing leaks. He tried calling the provider and no one answered, so he stated he'd put our work order in a service queue and if I do not hear from anyont in 48 hours to call back. This is the same thing that happened in August and no one every called. I cotinually followed up with the company and no one every called to come out to fix the issue. It's very frustrating that I have to keep calling and there is no follow up on their end. They sure like to take my money right away and then don't provide the service.. It's almost like it's a scam.
Business Response
Date: 03/27/2023
March 27,2023

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

RE:********************; AHS Plan No. *********, BBB Complaint Case No. 19598775

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

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

Thank you for sharing Ms. ****** feedback and we apologize for any frustrations and inconveniences she may have experienced. Our records indicate that on 3/8/23 a work order was created for leaks, and a faucet and it was assigned to *********************,and she had an appointment Scheduled for 3/22/23, and once we receive the diagnosis from the technician, she will be updated on the final decision. Regarding her being charged twice for her refrigerator work order, ************** made two (2) work orders on 8/16/22, one for the refrigerator, and one for a ceiling fan, and because it was two (2)different trades, a service fee was due for each. On 3/27/23 paperwork was submitted for refund of her service fee in the amount of $111 for a refrigerator work order; please allow ***** business days for processing, payment will be credited back to the original method of payment.

Thank you for your consideration.

Sincerely,

American Home Shield Corporation
Initial Complaint
Date:03/15/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My husband and I have an account with American Home Shield. We had trouble with our 2/23 payment so my husband called in late February or early March to explain to them that we would make the payment on 3/24/23. They excepted this and documented the payment in our records. Since then, we have been harassed by this company with multiple calls saying that the payment hasn't been sent. My husband explained about the arrangement that we have set up but there is a communication issue and it's difficult dealing with this company. I deposited $100.00 into our USAA checking account to pay a credit card bill on 3/11/23, it posted on 3/13/23. I checked our account to see if the credit card payment had posted and that is when I saw that the American Home Shield Company had taken out $85.99 without permission from our USAA checking account. Since we already had an agreement with them to on 3/24/23, my husband immediately contacted them. He was told that it would take several business days for this reimbursement to complete. I then contacted them first on 3/13/23 at 3:30p.m and talked to ******* who expedited the reimbursement request and said that it would be returned to our USAA checking account within 24 hours. I then called again on 3/14/23 at 9:10a.m and the first person that I spoke with was difficult to understand so I thanked her and tried again. The second person, ******, explained to me that the payment would be returned to our USAA checking account by 3:00p.m on 3/14/2023. The payment was not returned at that time so I contacted American Home Shield again on 3/14/23 at 6:46p.m and spoke with ****. She informed me that it had been reversed and gave me some type of invoice #********* that I was supposed to give to my bank. That turned out to be useless to me, they said that there was no pending transaction from this company. It is now 11:27a.m on 3/15/23 and the money is still not in our account. The credit card payment has posted and our account is negative.
Business Response
Date: 03/27/2023
March 27,2023

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

RE:***********************************; AHS Plan No.614968338, BBB Complaint Case No. 19598694

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

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

Thank you for sharing **************** feedback and we apologize for any frustrations and inconveniences she may have experienced. Our records indicate that on 3/13/23 a reversal of $85.99 was applied back to the banking information we have on file. Per our notes, we show that the payment of $85.99 is past due, the payment was scheduled to be extracted on 3/25/23 and it was rejected, if she would like to pay this amount, she can reach us at ************.

Thank you for your consideration.

Sincerely,

American Home Shield Corporation
Customer Answer
Date: 04/10/2023

Complaint: 19598694

I am rejecting this response because: Can you please clarify the address where I can mail this payment in??

Sincerely,

**********************************
Business Response
Date: 04/17/2023
April 17,2023

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

RE:**************************; AHS Plan No. *********, BBB Complaint Case No. 19598694

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

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

Thank you for allowing us the opportunity to assist ************** with his complaint, per his request, the mailing address to send his payment is listed below: we also show a past due balance of $85.99 for the early administration cancellation fee of $85.99, on 4/17/23 paperwork was submitted to waive the early administration cancellation fee in the amount of $85.99;please allow ***** business days for processing.

American Home Shield
PO Box 650993
******,** 75265-0993

Thank you for your consideration.

Sincerely,

American Home Shield Corporation
Customer Answer
Date: 04/21/2023

Complaint: 19598694

I am rejecting this response because:I am not understanding the amount to be paid by **. Can you please make more clearer the amount that was to be paid? My initial response was not addressed. I was seeking compensation for this company going into our account without permission when a payment agreement was already in place. We did not have any early termination fees.
Thank you for your time. We look forward to hearing from you.

Sincerely,

**********************************
Business Response
Date: 04/24/2023
April 24,2023

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

RE:**********************; AHS Plan No. *********, BBB Complaint Case No. 19598694

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

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

Thank you for sharing **************** feedback our records indicate that the last payment that was extracted from her account was on 1/31/23 in the amount of $85.99. We do show where payments were rejected on 2/28/23, 3/7/23, 3/19/23, 3/25/23, and on 3/31/23. We do show that on 3/13/23 the payment of $85.99 that was paid on 1/31/23 was reversed back to the banking information we have on file. Per our records we show no past due balance for ***************

Thank you for your consideration.

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.
The weather head connection at the electrical junction into my house has developed a crack due to age. Water will enter the house, down the main service and into the electrical panel. The contractor recommended repair of the weather head and replacement of the electrical panel. AHS denied the claim due to secondary damage but their rep said they would pay for the labor to repair both items if I paid for parts. I asked for this in writing, no response. Now Im being told they will offer nothing, not even labor. The rep is telling me the weather head is secondary damage - which makes no sense since its the primary problem. I understand not paying for a new panel but I expect the primary problem to be covered and AHS to honor their offer of also paying labor for the electrical panel repair.
Business Response
Date: 03/24/2023
Date: March 24, 2023

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

RE: *************************; AHS Plan No.610160398;BBB Case No. 19598626

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 his complaint. I have reviewed AHS; records and find that ******* Electric reported the diagnosis to AHS stating that the components were old and failing.The technician advised AHS that the panel, meters, service entrance cable, and meter socket are all failing. The technician advised AHS that the service entry cable is attached directly to the city cable. AHS does not cover the service cable from the city power panel and electricity going into the home due to the power line from the city causing the damage to the panel it is considered secondary damage and not covered by the warranty. If ******************** would like to move forward with the repairs he would be responsible for the non-covered costs of $3,500. ******************** can contact the vendor directly if he would like to move forward with the repairs.

Sincerely,
American Home Shield Corporation
Customer Answer
Date: 03/25/2023

Complaint: 19598626

I am rejecting this response because:Your phone representatives told me on two separate occasions that labor would be covered for this claim. The estimated price on my AHS dashboard went down, then back up. I was even told that I would get an email confirming labor coverage so I could schedule the contractor. When I called the third time, the rep acted like the prior conversations never happened. I am asking for AHS to honor their prior commitment and pay labor for this claim and I will pay for parts.

Sincerely,

*************************
Business Response
Date: 04/03/2023
Date: April 3, 2023

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

RE: *************************; AHS Plan No.610160398; BBB Case No. 19598626

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.

If ******************** would like to move forward with the repairs, he would be responsible for the non-covered cost of $2,4800.00. That is the cost for replacing the non-covered wire. The technician was paid by AHS for the labor to diagnose the failure. Due to the repair not being covered by the warranty, no additional costs are covered by the warranty and is the member's responsibility. AHS decision regarding this matter remains unchanged.

Sincerely,
American Home Shield Corporation
Initial Complaint
Date:03/15/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I contacted American home shield and told them, that l would not be able to make payment on scheduled date. I informed them that l could make the payment on the 28th of March instead of the 3rd.l cautioned them that there no money in that account and please do not request any transactions through that account. This agent said that he would make note, however they are still trying to make a transaction which l am being charged $35.(3).the 11th person ********* which l spoke today and said the same thing to her.She put me on hold to check my request through other Avenues two min.She came back and said the company will continue to request until the payment is complete. So better business bureau l am asking for help.this should not be happening. When a consumer calls up front with a concern like this a transaction should be taken in account. I have been on time with my payments for two plus years.So will you help. ************ march15 ******* **** march 4,6,7,8,9,10,11, 13th The 4th, 9th,13th,15th Most of the time they didn't leave a message. Calls with no name
Business Response
Date: 03/28/2023
March 28,2023

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

RE: *************************; AHS Plan No.608252748; BBB Case No. 18973402

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 payments, the payments are due on the 3rd of each month for $81.99, the system already had the card on file with autopay and the payment was unable to process. On March 13, 2023, AHS confirmed with **************, she would make payment on March 28, 2023. ************** card has been removed from the system.

In light of the inconvenience encountered,AHS has waived the March warranty payment, ************** account will be updated with in 5-7 business days.
Thank you for your consideration

Sincerely,

AMERICAN HOME SHIELD OF *****, ****
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.
Sometime in January 2023, I called AHS to cancel my home warranty contract and was placed on hold and was told that was another department. I was connected to another person who took my info, said ok and they asked me what I said I just wanted to cancel and had no need for the insurance any longer. She then asked if I was moving I said no why? Can you just cancel it and then she started telling me the reasons I should keep the insurance and I repeated no thank you several times, but she kept talking about the reasons why I needed the insurance. I kept saying cancel my insurance and it was bizarre the way she kept talking over me trying to wear me down and after about 3 minutes I got so ****** and hung up-she was still talking as I hung up the phone.I called March 7th and was told it would be cancelled after going through the same process as before. I talked to 3 different people and was finally told it would be cancelled and a email would be sent to me. I thanked her and hung up the phone.On March 14, 2023, I went on the website and noticed the account was still open with a pending balance. I called and got the same interrogation as the first call, talked to 3 people, asked by the last one are you moving, is there a buyer for your house, can we have the new owners number. I said 5-7 minutes into the call that I was recording them because this sounds like the same c*** as before. Didn't concern her she began asking the same questions asked by the person on my first call. Are you moving, did you move yet and has the house been sold? I got ****** and said you just cancel my contract I shouldn't have to get the third degree for $75 a month. She started the same c*** asking me a bunch of questions about moving, and I said what is this we already talked about this in the last 2 calls. She ignored me kept talking about the house and I just hung up the phone and called the BBB. Even the threat of the BBB or my attorney didn't deter her, crazy.
Business Response
Date: 03/16/2023
March 16, 2023

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

RE: Ginnessa Washington; AHS Plan No. *********; BBB Case No. 19598112

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. AHS has honored the plan holders request to cancel and backdated the effective date, to the requested date of January 18, 2023. Although not obligated, AHS has agreed to waive the rightfully due administrative fee. The plan holder should disregard any ******** that *** cross via mail and/or email dated within the next 10 to 14 business days.

Thank you for your consideration.

Sincerely,
American Home Shield Corporation
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.
Dispatch: #********* Requested: 03/08/23 My warranty agreement and their advertising material states that All parts and components of the microwave and exhaust fan are covered and there are NO non-covered items. (***********************************************************************************)A technician was dispatched and identified part #** of the following diagram as requiring replacement.********************************************************************************************************* There is no dispute that this is a PART or Component of the microwave. And per my terms, All Parts and Components are covered.The AHS customer care rep informed me the claim was denied pursuant to General Exclusions from Coverage letter b which states the following items are not covered b. Flues, venting, chimneys, and exhaust lines;I've explained to them multiple times that this is not an issue with a flue, vent, chimney or exhaust line but a part or component of the microwave which I have provided evidence. They refuse to escalate the issue and suggest the decision is final. The service provider secured the part using plastic zip ties (which are above a gas range that emits heat and has an open flame when in use). The denial is inaccurate. I have placed an order for a replacement above-the-range microwave from Best Buy as I cannot wait any longer with plastic zip ties securing the exhaust. I am asking that AHS please reimburse me for the cost of said replacement. Order Summary Original Price $616.98 Savings -$47.00 Delivery FREE Estimated Sales Tax $33.32 Total $603.30
Business Response
Date: 03/24/2023
Date: March 24, 2023

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

RE: ***********************; AHS Plan No.604128738;BBB Case No. 19598061

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 his complaint. I have reviewed AHS records and found that a service request for the microwave was placed on 02/23/2023 and assigned to Alert appliance *** for service. The vendor reported the diagnosis to AHS stating that there were no issues with the microwave. The technician advised AHS that the vent grill on the side of the microwave was broken but was not affecting the function of the microwave. Mr. ******** contract does not cover for venting. Due to there not being a malfunction with the microwave,there are no repairs to authorized. If ****************** does not agree with the diagnosis, he has the right to a second opinion. He can contact customer ********************** to request a second opinion.
Per Mr. ******** contract, it advises that AHS will not reimburse for services performed without prior approval. AHS will not reimburse for the replacement of the microwave as there were no issues found with the microwave that was affective its function, in addition the contract does not cover for cosmetic defects.
As a courtesy, AHS will reimburse the $75 trade service fee. ****************** will receive the reimbursement back to the original payment method in ***** business days.

Sincerely,
American Home Shield of *****, ***.
Customer Answer
Date: 03/24/2023

Complaint: 19598061
Dear Ms. ************* style="color: rgb(18, 18, 18); font-family: proxima-nova, sans-serif;">
I am rejecting this response because American Home Shield's (AHS), response to the BBB, clearly articulates there is a a defective part or component of the microwave which they referred to as a "vent grill". It is important to reiterate that this part is not "on the side of the microwave" but is part of the microwave. In other words, when you purchase a microwave -- the "vent grill" they are referring to is installed on the microwave from the Original Equipment Manufacturer (***) -- this is not a after ************-on or something that existed prior to the purchase of the microwave. In my original correspondence, I provided evidence of such including a diagram of the microwave and the specific part or component that required replacement. AHS's policy clearly states as follows: 6. BUILT-IN MICROWAVE OVENS COVERED: All components and parts. The part in question has a distinct part number that is provided by the *** for replacement and is clearly affixed to the microwave when purchased -- hence it is a component or part of the microwave and covered per the terms and conditions.
Sincerely,

***********************
Business Response
Date: 03/30/2023
Date: March 30, 2023

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

RE: ***********************; AHS Plan No.604128738;BBB Case No. 19598061

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.

The vendor reported that the vendor reported that the vent grill did not affect the function of the microwave. Per Mr. ******** contract section I1c, it advises that AHS does not cover for cosmetic defects. It is found that AHS rightfully denied the microwaves vent grill replacement as the contract does not cover for cosmetic defects that are not affecting the function of the appliance.

Sincerely,
American Home Shield of *****, Inc.
Customer Answer
Date: 03/30/2023
*******************;
BBB of the Mid-South
************************************;
*******, ** 38125
Complaint: 19598061

Dear Ms. ****************** Again, under the microwave oven section of the policy, the agreement clearly and conspicuously says that all parts and components of a microwave are covered. Further, AHS has just "Moved the ********** to find a conflicting clause in the contract in an attempt to avoid liability on this claim. Their initial response suggested Mr. ******** contract does not cover for venting they now claim that the failed part is a cosmetic defect. Regardless the function of the part, the agreement is clear that ALL parts are covered. In each section where there are excluded parts,there is a section that says Not Covered and lists out specific exclusions. Examples comparing Microwaves to Garage Door Opener language is included below.
6. BUILT-IN MICROWAVE OVENS
COVERED: All components and parts.
6. GARAGE DOOR OPENERS
COVERED: All components and parts, including springs, except:
NOT COVERED: Door or door track assemblies.

Sincerely,

***********************
Business Response
Date: 04/10/2023
Date: April 10, 2023

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

RE: ***********************; AHS Plan No.604128738;BBB Case No. 19598061

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.

****************** does have coverage for the microwave and the coverage does include all components and parts however the technician reported no failures to the microwave. AHS will not repair or replace a covered item that does not have failure.
As a courtesy, AHS has set up a second opinion for the microwave. ****************** vendor ***** has an appointment available on 04/13/2023 from 8-5 pm. If that date and or time does not work for ****************** he can contact ***** directly and request a different date and or time. Once AHS receives the detailed diagnosis AHS will be able to make a repair determination based on contract coverage.

Sincerely,
American Home Shield of *****, ****
Customer Answer
Date: 04/10/2023

Complaint: 19598061

I am rejecting this response because:
Now, AHS has again changed it's story and suggests the provider is reporting there is nothing wrong with the microwave. I have attached the report they left me which says..."Per customer, Mw upper vent grille comes off; Adjustment with zipties. Need to make approval to the office (pictures)" ~
English clearly was not the technicians first language. As I previously explained, the vent grilled of the microwave needs to be replaced, the technician secured the grille with plastic zip ties and said he was going to call AHS to get approval to replace the part.
My story has remained consistent throughout our communication; AHS has now changed their reasoning multiple times.
Sincerely,

***********************
Customer Answer
Date: 04/14/2023
A technician from A&E was out on 4/13. He confirmed a part or component of the microwave -- a vent grille -- requires replacement. The part number of this grille is *********. He called AHS for approval, and they declined to allow him to do the job suggesting it was cosmetic. Regardless the function of the part, it is a part and/or component of the microwave and should be covered under the terms and conditions. Further, AHS told the BBB on their last response that all parts/components were covered for the microwave and the reason they had not previously offered an approval was the provider said there was nothing wrong.
Business Response
Date: 04/17/2023
Date: April 17, 2023

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

RE: ***********************; AHS Plan No.604128738; BBB Case No. 19598061

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 previously and accurately advised ****************** that the vendor reported that there were no failures to the microwave. The microwave is functioning, and the vent grille does not affect the function of the microwave.

A second opinion was placed and assigned to ****** ***** reported the diagnosis to AHS advising that the grille on the top of the microwave is cracked but it is not affecting the function of the microwave and that the issue was cosmetic.

AHS decision regarding this matter remains unchanged, there is no malfunction with the microwave and the microwave is working. Cracked grille is cosmetic issue and repairs were denied as cosmetic defects are not covered by the warranty.

As a courtesy the trades service fee was refunded.

Sincerely,
American Home Shield of *****, Inc.
Customer Answer
Date: 04/17/2023

Complaint: 19598061

I am rejecting this response because;
It is pretty clear that AHS is not planning on following the *** & C's of coverage. I am not sure the BBB has the ability to "force" compliance -- there are, however, entities which can.

Sincerely,

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

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

RE: ***********************; AHS Plan No.604128738; BBB Case No. 19598061

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.

Although not obligated to do so, to amicably resolve this complaint, AHS has placed the microwave into replacement options. ****************** will be contacted by the appliance purchasing department regarding the microwave replacement.

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.
Back in June 2022, I had a water leak from my air conditioner. I called AHS to get a rep out to fix it, 3 days later no response. I called to cancel my service, they said for me to find someone and they would reimbursement whatever they charged. After I finally found someone, my floor was damaged and had to be replaced. I called again to cancel my service since it was not working for me. Again they refused telling me we will give you free months and certificates if I needed the service I would not be charged(which I did not use or agree to). Now it is March and I noticed that I have been getting charged, so I called again to cancel, after transferring me around and trying to offer me more freebies, I told them I did not want anything but to cancel and refund my fee. They said if I canceled I would be charged an administration fee of another month fee, that my contract was up in September. I have been trying to cancel since July of last year. This is such a scam. nce you are in they will not let you out.
Business Response
Date: 03/27/2023
March 27,2023

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

RE:**************************; AHS Plan No.610023208, BBB Complaint Case No. 19597956

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

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

Thank you for sharing ****************** feedback and we apologize for any frustrations and inconveniences she may have experienced. Our records indicate that on 3/27/23 her contract was cancelled in full, and on 3/24/23, paperwork was submitted for three (3) payments of $83.08 and one (1) payment of $83.24 for a total of $257.56; please allow ***** business days for processing, payment will be credited back to the original method of payment. No early administrative cancellation fee is due.

Thank you for your consideration.

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.
I am writing to file a complaint against American Home Warranty for their poor service and lack of accountability in resolving my service request. On 11 December 2022, I requested service for my range hood, washing machine, and dishwasher. However, it took American Home Warranty more than three months to address these issues, and they have yet to be fixed properly.Despite several attempts to communicate with American Home Warranty, I have not received any satisfactory resolution to the ongoing problems with my appliances. Their customer ********************** representatives informed me that the repair process will take as long as it takes, and they are not willing to replace the faulty items. This delay has been going on for more than a quarter of a year, and I believe it is unacceptable.To add to my frustration, American Home Warranty has been charging me an extra $20 per month for the last two years without providing any clarification or explanation for this additional fee. I have reached out to their customer ********************** team on multiple occasions, but they have not been able to provide any satisfactory answers.In summary, I request that American Home Warranty replaces all three faulty appliances, resolve the long-standing issues, and refund the extra $20 per month charge they have been levying on my account.Thank you for your time and attention in this matter.
Business Response
Date: 03/27/2023
March 27, 2023

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

RE: Raman Agarwal; AHS Plan No. 607555458;BBB Case No. 19597603

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 appliance ser service request to a resolution. According to our records, the appliance service request was placed on December 11, 2023. Recalls were placed on December 30, 2022, and February 22, 2023. The vendor, A-Fix It reported on January 23, 2023, that the pressure sensor on the dishwasher needed to be replaced. No other failures were reported for the range hood exhaust fan or washer. On March 5, 2023, the vendor reported that the switch on the range hood exhaust fan needed to be replaced,the water level pressure switch on the washer, and the water regulator on the dishwasher needed to be replaced. AHS authorized the repairs for the range hood exhaust fan, dishwasher, and washer.

Whilst AHS understands the inconvenience of being without several working appliances, we are not responsible for delays as stated in contract section I.9. AHS is not responsible or liable for any delay in service or failure to provide service caused by conditions beyond AHSs control. Currently, the appointment to install the needed parts is scheduled for March 28, 2023.

Although not obligated to do so, in an effort to amicably resolve this complaint, AHS will refund the service fee paid. ************************* can expect to receive a credit in the original form of payment within ***** business days.

AHS does show an increase in premium with the renewals for the contract years 2021-2022 and 2022-2023, however, these charges are rightfully due and will not be reimbursed.

Section K of the warranty provides AHS may, in its sole discretion, elect to renew this contract for a one-year contract term, unless otherwise approved by AHS. In the event we elect to renew your contract, you will be notified of the terms within 60 days prior to expiration of your contract. Unless you notify AHS prior to expiration of your contract, your contract will be automatically renewed and you will be charged applicable Plan Fees.

Thank you for your consideration.

Sincerely,

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

Complaint: 19597603

I am rejecting this response because: AHS has failed to fix the appliances.
For e.g.:
1. Dishwasher is still not working.
2. We are yet to find out if washing machine is working and will provide an update soon.
3. The touch control panel on the range hood has been replaced, but it was not installed correctly, resulting in one of the buttons biting or pinching the finger when touched. Despite attempting to explain the issue to the repair person, they were unable to comprehend the problem due to language barriers and frustrating phone translations, leaving the issue unresolved.

Sincerely,

*************************
Business Response
Date: 04/12/2023
April 12, 2023

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

RE: Raman Agarwal; AHS Plan No. 607555458;BBB Case No. 19597603

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.

According to our records, the appliance request was assigned to a Support Specialist to assist with facilitating a resolution.   On April 12, 2023, AHS authorized the replacement of the dishwasher as it was still unrepaired.

However, per the vendor, both the washer and range hood exhaust fan has been completed.   ************************* can expect to hear from our appliance purchasing department within 3-5 business days with an offer for a replacement for the dishwasher. Their direct phone number is ************ and their hours of operation are Monday Friday 7 am -7 pm CST.

Thank you for your consideration.

Sincerely,

American Home Shield of Washington, Inc.
Customer Answer
Date: 04/18/2023

Complaint: 19597603

I am rejecting this response because:
AHS has not been able to fix the Washing machine yet. After raising request with BBB, AHS has sent a technician 3 times and after technician suggested replacement for washer AHS has assigned another technician as they didn't like the diagnosis after 5+ months and soon to be 6 months.
Meanwhile AHS did issue replacement of AHS and got range hood fixed and I am thankful for that even though it took so much time than it should've.

Sincerely,

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

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