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
- 18,084 total complaints in the last 3 years.
- 4,911 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/14/2023
Type: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.
Technician visited home - January 6, 2023 Texted the technician on 1/9/23 to let him know the light went out again. Followed up with American Home Shield via phone after not hearing back about the part replacement on 1/19/2023, 2/11/2023, 3/14/2023.DNZ Electrical stated they contacted AHS to clear up the issue and that AHS has not contacted them back.AHS is claiming they denied the claim due to misuse or abuse.The light is 16 years old and works but it turns off intermittently. A previous electrician came out from AHS a few years ago and changed a part. The light went back to turning off intermittently 60 days later. I called to let AHS know that and they said it was passed the amount of days to fix it. So I let it go.I paid the $100 co-pay to have this issue addressed again because I had a broken gfi in my kitchen. I thought it was worth the $100 to have both the gfi ($8 part) and the light fixture in the closet fixed. I was told a new LCD fixture costs $25.00.The technician put in a new gfi and said the light fixture connection is worn out. I told him, that makes sense because it's 16 years old.There is no physical damage to the light but it is "damaged" in that it doesn't work properly. This language barrier has been an issue with AHS before as they don't understand that technicians use the word "damaged" in general when something isn't working properly as many of the technicians sent to my unit are foreigners. They tell me, it's not working, so it's damaged.Attached are pictures of the light when it is working. You can see there is no damage to the light, nor the end connectors. However, the light will turn on, and when I return and try to turn it on again, whether it be a few hours or a few days later, it doesn't turn on. This light is in my master closet.I would like AHS to honor the warranty and approve replacement of this fixture with an LCD fixture so that the light doesn't keep going out randomly.Thank you for your attention.
Business Response
Date: 03/27/2023
March 27, 2023
*****************
BBB of the Mid-South
*******************************
*******, ** *****
RE: ***************************; AHS Plan No. *********; BBB Case No. 19597243
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 electric service request to a resolution. According to our records, the AHS dispatched two separate vendors who both determined the failure is not covered based on the terms and conditions of the contract.
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. Otherwise, based on the information in our possession, I find that coverage of the electric was rightfully denied.
Thank you for your consideration.
Sincerely,
American Home Shield of **********, ****Initial Complaint
Date:03/14/2023
Type: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.
Called AHS 10/12/22, our washer never spins/finishes a cycle. Dispatch #*********, *************** came 10/17/22, diagnosed shaft/control panel failure, said they would order parts and call us. AHS messaged the parts were ordered, we followed up 12/21/22 and were told AHS didnt approve. AHS said assigned a new contractor, messaging 12/21/22 We were notified by *************** that your service request is now complete. We asked AHS to replace the washer because of the unreasonable time elapsed, but the rep and a supervisor refused, stating we should have followed up sooner, and it is AHS policy a contractor must indicate the appliance is unrepairable before AHS will replace it, and that AHS would follow up with Alfa and then call us. They didnt call but messaged a 2nd contractor assigned under Dispatch #*********, and then Valley Appliances a 3rd contractor, under Dispatch #*********. Valley Appliances came 12/23/22 replaced the shaft/bearings 1/13/23, returned under Dispatch #********* and diagnosed faulty shock absorbers 2/6/23, replaced those 2/16/23, then diagnosed faulty control panel 2/27/23 as did the first company four months ago. Hearing nothing we followed up 3/13/23, and Valley said AHS had not approved the order. On 3/14/23 AHS messaged We were notified by VALLEY APPLIANCES that your service request is now complete. On the same day, AHS messaged that the work is relayed to a 4th contractor, United Appliance, Dispatch #*********. Contracts assume reasonableness. The time, number of contractors and home visits was unreasonable months ago and is now utterly ridiculous. We spent over $400 on laundry alternatives without communication as to time or plan. No reasonable home owner would agree to such delay, inconvenience, run around as this; AHS procedures appear to be the sole reason our washer has not been fixed or replaced.Business Response
Date: 03/16/2023
March 16, 2023
***************************
BBB of the Mid-South
*******************************
*******, ** 38125
RE: *************************** & *******************; AHS Plan No. *********; BBB Case No. 19597241
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 16, 2023, the decision was made the washer should be replaced. AHS ******************************* will contact the plan holder to review the replacement option in accordance with the provisions of the warranty plan. The plan holder may contact the AHS ******************************* directly at **************. Although not liable to do so, AHS has agreed to reimburse the $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 CorporationCustomer Answer
Date: 03/16/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.
Sincerely,
****************************************************************************, ** 89147Initial Complaint
Date:03/14/2023
Type: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.
American Home Shield Home warranty. After receiving very bad service, representative stated I would get refund on service fee. This never happened so I disputed charge with card company. I then called and cancelled my service and told them to stop billing us on Dec. 30, 2022. Monthly charges kept coming in. I called them again on March 1, and was told that the notes show we cancelled on 12/30/22, but it was not processed. She said it would taken care and I would receive and email and letter confirming everything. Nothing was received. When my bank notified me wanting for info on the disputed charges and asking for documentation, I advised them of what American Home Shield said but never followed through. The rep says they can't even send me an email. They are located in ***************. I asked to speak to the escalation **** that is supposedly handling this and was told I cannot be connected to them. What a scam company.Business Response
Date: 03/27/2023
March 27, 2023
*************************************
BBB of the Mid-South
3693 *************
*******, ** *****
RE: ***************************; AHS Plan No. *********; BBB Case No. 19596769
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 reimbursement request to a resolution. According to our records, the service fee for the electric service request was disputed by the plan holder therefore, reversed by the financial institution on February 21, 2023.
At the request of ***************************, the contract was canceled on March 14, 2023, with an effective date of December 30, 2022.
Although not obligated to do so, in an effort to amicably resolve this complaint AHS will refund the service fee paid for the garbage disposal service request placed on December 14, 2022. *************************** can expect to receive a credit in the original form of payment within ***** business days. This matter is considered resolved.
Thank you for your consideration.
Sincerely,
American Home Shield of **********, Inc.Initial Complaint
Date:03/14/2023
Type: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.
It's been over a month since I filed a claim for my electrical problem it's still isn't fixed. AHS has sent three electricians to come out. The first, never showed up or called. The second came out only to say how he would fix the problem when there is a simpler way and less costly way it could be done. He said he changed the outlet which he had not! The third electrician came out and said he was going to do the work. He has not answered our phone calls even for an update. We drove by the company, and something appeared amiss. I want to cancel my American Home Sheild after paying ***** for nearly 2 years. This was my first claim, and it has been a nightmare experience. I am getting the run around trying to cancel my contract. I just want to cancel this plan and get away from these people. Something is terribly wrong when they want let you out of a plan!Business Response
Date: 03/24/2023
March 24, 2023
*****************
BBB of the Mid-South
*******************************
*******, ** *****
RE: ***************************; AHS Plan No. 60304358;BBB Case No.19596169
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 the electric service request. AHS is currently searching and awaiting the diagnosis from ******************. If the plan holder has had his electric repaired by a different contractor, please forward the detailed information to me for review so that we can try to resolve this matter.
In addition, the contract was canceled per the request of ****** ******* on March 15, 2023.
Thank you for your consideration.
Sincerely,
American Home Shield of ********* ****Initial Complaint
Date:03/14/2023
Type: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.
Great day to whom it may concern,I am filing this complaint on American Home Shield which I am a customer. I submitted a approximately November 30, 2022 a tech from ******* Weather Halting Cooling came out on December 2, ******************************************************************************************************* when the furnace arrive to install. Days went by no call I was giving them time to get the furnace. After so many day I reached out to them ************ and left numerous of messages. the following week I contacted AHS and inform them of the calls and message I had left. They said they had to contact them for there self. So I called back to AHS after a couple of days and they to said no respond from the company as well. Home Shield said that they would send out another company which came December 27, 2022 J& S All Tech LLC ************ the Tech said what the previous Tech said but he also said redundantly that they would not order the furnace until my portion was paid to them which was $2,600 which I told him I did not have . During this entire time the weather was unbearable for my family and we were in our home God bless the ones that was not. My granddaughter suffers from asthma which I told AHS rep in our reporting the problem. The weather was negative 1,11, for numerous of day from the very being. This time and present already going through financial hardship in the lost of my parents less than 1 year apart from stolen forge etc in the process of their demising . I knew I did not have any monetary and all my credit cards max out to bury my parents. The Tech tone of voice was so aggressive we can not order the furnace until your portion was paid. When you can come up with the money you can give us a call back. February I contacted the company to see if they accepted credit card trying to see if I could possible use someone credit card. And speaking with him in Feb and text on Feb 16,2023 which I still no furnace he replied with 3% applied for using the card which their was more money which I did not have. His tone of voice not what he said but I he said it to a customer. I felt to see with their review was like. The very first thing their company was not accredited with the BBB I knew I did not need any more issue added to the ones I had. Then a customer said they were liars and they had to obtain a lawyer on this company. I immediately called and inform AHS of my finding and ask them why would they send me some one that was not accredited no respond to my questions. I would not like to have them service me what are my other options. My options was they would give me a cash out to obtain my own company of my choice which I accepted. Today March 14,2023 I received a called from AHS and they told me that I could not received a Cash Out because J &S said they ordered the furnace the next day that was the UNTRUTH by ***** ***** redundant the Tech made it clear that they would not install the furnace unless my portion was paid. I canceled one what I had found out two I did not have the money. All this was told to AHS and the Tech AHS refuse to give me my CASH OUT. During all of this time I have paid AHS even if late to ensure that my home would be cover for any unforeseen events. AHS when I spoke with them never said to me the company order the part from Dec 27 to March 13,2023 now they call me and said this. This is not right y family and I have endured all the winter and I'm yet paying AHS but this is my outcome. This is cruel and not right as a consumer I did not part AHS did not do their part for me as a customer. Just if we would put ourselves in someone else shoes such as mine would they think this is fair? ***** redundant I called and called for several weeks regarding my Cash Out now this. They told me I could get my own company and that's what I did which I have the receipts to prove it. What a horrible experience this was for my family in the sub zero weather!!Thanking you in advance for your attention in this matterBusiness Response
Date: 03/24/2023
March 24,2023
***************************
********************************************
*******************************
*******,** 38125
RE:******************************; AHS Plan No.609673018, BBB Complaint Case No. 19596152
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 a work order was created on 12/23/22 for a furnace, and per the technician, we will need to replace the furnace, and with the replacement there are some out of pocket cost for codes and modifications, and that cost is the responsibility of the homeowner. The job was completed on 1/8/23. Per our records on 12/29/22 her service fee of $100 was reversed back to the banking information we have on file. if she is still in need of service, she can reach us at ************.
Thank you for your consideration.
Sincerely,
American Home Shield CorporationCustomer Answer
Date: 03/28/2023
To whom it may concern:
The regarding the response from AHS. My deductible was not refunded back to me I was not charged twice when another contractor came out. The first contractor ******* Weather Heating and Cooling Phone #
815-919-1854came out but never return my calls after numerous of attempts to replace the furnace. As previously stated in my first email AHS was contacted regarding no of this matter. They representative said that they had to contact them.as well. After numerous of attempts on their behalf they could not reach them as well. The representative said that I had to pay another deductible to have another contractor come out. I asked to speak to a supervisor. because this was not my fault that the contractor failed to meet his obligation to the customer to complete the job. The rep then stated they she would consult with the supervisor regarding this matter. She returned to the phone and said that I would not have to pay another fee of $100.00. This being said the hundred dollars was not returned to my account.
This was not the case the case sorry being redundant the case was the second contractor J & S All Tech LLC came to my home and inspected the furnace, and the results was the same as the previous contactor. During this inspection he was aggressive and adamant stating that he could not order the furnace until I paid my portion which was $26,000. I told him that I was unable to pay the cost stated from AHS at this time. He repeated. saying once again he could not order the furnace until the money was paid. I felt uncomfortable with him and his demeanor. I dedicated to look up the company on BBB. When I looked up the company it had terrible reviews but the main thing that stood out first was this company had no accreditation with the BBB. Looking further I also saw that several clients stated that they did not tell the truth.
After reading the reviews I contact AHS and spoke with the rep I told them my findings and asked them why they would send a contractor that is not accredited with the BBB? They could not respond.to that questions so they said to me we can offer you a Cash Out and you can find your own contractor. I aggreged on the Cash Out. I was waiting to hear back from AHS for over a week. They called me and said that I do not qualify for a cash out now this is now late February after the 20th of February. I'm asking why and they tell me that they had my furnace?? I said how can you have my furnace when I did not want J&S installing my furnace being that they were not accredited. And how can you have my furnace when the tech said that he could not even order the furnace without the money up front. This is what the tech said he had the furnace?? So now I have not had a furnace now in almost 2 months and this is your answer which to me is unacceptable. My family had been in the sub below cold since December 2,23 with a grandchild with asthma. I had to provide additional living arrangement during this time of needing my furnace repaired. I pay my bill faithfully and this is what I get even when I do not have money to pay the bill, I get the money to ensure of situation as such that I would not have a problem. this is what I pay the bill to ensure service. AHS did not honor their end of the contract for the customer. I would like my cash out which was told I would and could receive.
Thank you for responding.
Best regards,
********************************
Customer Answer
Date: 04/05/2023
Complaint: 19596152
The regarding the response from AHS. My deductible was not refunded back to me I was not charged twice when another contractor came out. The first contractor ******* Weather Heating and Cooling Phone #
815-919-1854came out but never return my calls after numerous of attempts to replace the furnace. As previously stated in my first email AHS was contacted regarding no of this matter. They representative said that they had to contact them.as well. After numerous of attempts on their behalf they could not reach them as well. The representative said that I had to pay another deductible to have another contractor come out. I asked to speak to a supervisor. because this was not my fault that the contractor failed to meet his obligation to the customer to complete the job. The rep then stated they she would consult with the supervisor regarding this matter. She returned to the phone and said that I would not have to pay another fee of $100.00. This being said the hundred dollars was not returned to my account.
This was not the case the case sorry being redundant the case was the second contractor J & S All Tech LLC came to my home and inspected the furnace, and the results was the same as the previous contactor. During this inspection he was aggressive and adamant stating that he could not order the furnace until I paid my portion which was $26,000. I told him that I was unable to pay the cost stated from AHS at this time. He repeated. saying once again he could not order the furnace until the money was paid. I felt uncomfortable with him and his demeanor. I dedicated to look up the company on BBB. When I looked up the company it had terrible reviews but the main thing that stood out first was this company had no accreditation with the BBB. Looking further I also saw that several clients stated that they did not tell the truth.
After reading the reviews I contact AHS and spoke with the rep I told them my findings and asked them why they would send a contractor that is not accredited with the BBB? They could not respond.to that questions so they said to me we can offer you a Cash Out and you can find your own contractor. I aggreged on the Cash Out. I was waiting to hear back from AHS for over a week. They called me and said that I do not qualify for a cash out now this is now late February after the 20th of February. I'm asking why and they tell me that they had my furnace?? I said how can you have my furnace when I did not want J&S installing my furnace being that they were not accredited. And how can you have my furnace when the tech said that he could not even order the furnace without the money up front. This is what the tech said he had the furnace?? So now I have not had a furnace now in almost 2 months and this is your answer which to me is unacceptable. My family had been in the sub below cold since December 2,23 with a grandchild with asthma. I had to provide additional living arrangement during this time of needing my furnace repaired. I pay my bill faithfully and this is what I get even when I do not have money to pay the bill, I get the money to ensure of situation as such that I would not have a problem. this is what I pay the bill to ensure service. AHS did not honor their end of the contract for the customer. I would like my cash out which was told I would and could receive.
Thank you for responding.
Best regards,
*******************************;
Sincerely,
*****************************Business Response
Date: 04/13/2023
April 13,2023
***************************
********************************************
*******************************
*******,** 38125
RE:******************************; AHS Plan No. *********, BBB Complaint Case No. 19596152
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 her complaint,our records indicate that on 12/23/22 for a furnace, and on 12//27/22 the technician informed AHS that the unit need to be replaced, and with the replacement there are some out of pocket cost for codes and modifications, and that cost is the responsibility of the homeowner. On 12/28/22 ****************** received the denial letter with the non-covered cost, and the unit was ordered. On 12/30/22 a voice mail was left for her regarding the non-covered cost, and we did not hear back from ****************** until 2/20/23, ad she informed the agent that she did not want to proceed with the work order, because she found out that the company wasnt certified, all our contractors are license and insured. Because the technician is not able to return the unit, although not obligated, in order to resolve this matter amicably, we will waive half of the $2,600.00 non-covered cost for ******************, and her cost will be $1,300.00. She can reach us at ************ with her decision.
Thank you for your consideration.
Sincerely,
American Home Shield CorporationCustomer Answer
Date: 04/16/2023
Great day to whom it may concern:
I spoke to AHS on the day after the install left my home to inform them that I did not want the company that they sent because not being accredited with BBB. This is when I was offered a Pay Out which I accepted. Then when I did not hear from AHS then was over a week. I called and a representative stated that I should here from someone within a week. The week passed so I called again and was stated the same information from my initial called. I asked to speak to a supervisor because this now is going on two week. I was told by the supervisor that the company rep said the they had order the furnace and could not return it. I called the day after and spoke made them aware of I did not want the service from the company because of being redundant the company was not accredited with BBB. And that he installed insisted numerous of time that he could not order the furnace until my part was paid he stated that numerous of times. How or why would he order the part when I called the day after and told them and asked AHS why would they send me a contractor that was not accredited with the BBB. The rep said on the day after the installer came and I connected them of not wanting the service because of what I read according to the BBB and the complaint and untruth from numerous of customers via BBB. The rep from AHS stated that they would call the company the same day I called them. Then I received a phone called on February 20 from AHS stating that I could not receive the Pay Out
I waited from December 2022 without heat and numerous of conversations via phone calls. Making numerous of accommodation for my family and granddaughter with asthma which I mention to AHS rep. The weather during this time was below the temp. But I did everything in a timely manner.
Best
*****************************
Customer Answer
Date: 04/18/2023
Complaint: 19596152
I am rejecting this response because:Date Sent: 4/16/2023 8:18:16 AM
Great day to whom it may concern:
I spoke to AHS on the day after the install left my home to inform them that I did not want the company that they sent because not being accredited with BBB. This is when I was offered a Pay Out which I accepted. Then when I did not hear from AHS then was over a week. I called and a representative stated that I should here from someone within a week. The week passed so I called again and was stated the same information from my initial called. I asked to speak to a supervisor because this now is going on two week. I was told by the supervisor that the company rep said the they had order the furnace and could not return it. I called the day after and spoke made them aware of I did not want the service from the company because of being redundant the company was not accredited with BBB. And that he installed insisted numerous of time that he could not order the furnace until my part was paid he stated that numerous of times. How or why would he order the part when I called the day after and told them and asked AHS why would they send me a contractor that was not accredited with the BBB. The rep said on the day after the installer came and I connected them of not wanting the service because of what I read according to the BBB and the complaint and untruth from numerous of customers via BBB. The rep from AHS stated that they would call the company the same day I called them. Then I received a phone called on February 20 from AHS stating that I could not receive the Pay Out
I waited from December 2022 without heat and numerous of conversations via phone calls. Making numerous of accommodation for my family and granddaughter with asthma which I mention to AHS rep. The weather during this time was below the temp. But I did everything in a timely manner.
Best
*****************************
Sincerely,
*****************************Business Response
Date: 05/02/2023
May 2, 2023
************************;
********************************************
RE: ******************************; AHS Plan No. *********, BBB Complaint Case No. 19596152
Dear ***************************:
American Home Shield, **** (AHS) is in receipt of your letter, advising of the above referenced complaint. The letter has been forwarded to me for review and response.
Thank you for sharing Ms. ******** feedback our records indicate that a work order was created on 12/23/22 for a furnace, and per J & S All Tech, and per the technician we will need to replace the unit. ****************** stated she didnt want to use the company, because they are not accredited with the BBB, they dont have to be accredited with BBB, they are licensed and insured with AHS. The furnace ws ordered on 12/28/22, and we left her a voice mail on 12/30/22 and we did not hear back from ****************** until 2/20/23. On 4/3/23 per the technician, the furnace I not returnable, and the homeowner has cancelled on him twice. If she would like to have the unit installed, she can reach the technician at ************.
Thank you for your consideration
Sincerely,
American Home Shield CorporationInitial Complaint
Date:03/14/2023
Type: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.
Let me start by saying that I am totally embarrassed. I made a complaint against American Home Shields, with a company that clearly stated that they were affiliated with the BBB, back in January of this year. And now over a month later to be informed it wasn't true. I'm APPALLED, with myself. My home warranty company who I now paid $1200.00 a year. The company that gives me the peace of mind that my appliances work, or they would be replaced with NEW APPLIANCES, a company I have been with for over 25 years !!! Now AHS is stating, after they replaced my old appliances, with affected appliances, I should've purchased another warranty on the new appliances from another company. And since I didn't they WILL NOT fix the appliances they brought me. But I still need to continue to pay my monthly warranty bill..I received a new Fridge, Washer, and Dryer, all in later 2021, and do to a death in my family, the ************** were deliver February 22, July-August the motor went out on the Fridge, the washer wasn't spinning completely, and the dryer wasn't drying. AHS sent a GE tech out who replaced the motor and fan in the Fridge, but once he spoke with an AHS rep, stating that the other appliances might have been laid down or drop on delivery, AHS, stated they will send another vendor Amtec. I have paid for these appliances (3) times over within the years I have been with this company. But now they're giving me the run around, not returning my calls, and instead of AHS looking into that 3-hand vendor who's delivery the appliances, they decide to be a cyber bully toward me the loyal customer, who's pay $300, $400, ten ******* dollars a years since ****.. ************ was a Great in the past, I have referred so many customers to them, I have paid my hard earned money and truly don't deserve to be treated in such a manner as this...I am appalled and ashamed. They took my appliances and replaced them with second hand affected ones they feel I should pay others to repair.Business Response
Date: 03/27/2023
March 27,2023
***************************
********************************************
*******************************
*******,** 38125
RE:*************************************; AHS Plan No. *********, BBB Complaint Case No. 19595800
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 10/5/22 a work order was created for a refrigerator, dishwasher, dryer, and washer, and assigned to GE, and the refrigerator, washer, and dryer was replaced. On 12/9/22 it was transferred to AMTEC Services, and per the technician, there was no mechanical failures with the dishwasher, per the washer, he found no mechanical failures. Regarding the dryer, the internal vent was detached, the unit is new, and need to repair the vent, per the technician, the homeowner doesnt want the repair, she wants the unit replaced. She was informed that since it is still under manufactory warranty, she will need to contact the manufacturer. Per her contract section H item 12. AHS is not responsible for any repair, replacement, installation, or modification of any covered system, appliance, or component or part thereof: (a) that has been,or is, determined to be defective by the Consumer ************************* or the manufacturer; (b) that a manufacturer has issued, or issues, a warning or recall; (c) that has a malfunction caused by the manufacturers improper design, use of improper materials, formula, manufacturing process or other manufacturing defect; or (d) while still under an existing manufacturers,distributors, or in-home warranty. Her service fee of $75 was reversed on 10/11/22 back to the banking information we have on file.
Thank you for your consideration.
Sincerely,
American Home Shield CorporationCustomer Answer
Date: 03/31/2023
Good Morning, ***************************,
I'm sorry that I am just replying to you. I been dealing with another death in my family. I am back to work and were checking to see if it was any responsed from AHS.
While looking through my emails, I noticed the company I thought was BBB, sent me over another reponse from AHS... Which I attached. They stated that I refused to have my dryer repaired in the last email, but in the first email, they stated that they wasn't going to repair my dryer because it should have been under warranty. They also stated that wasn't nothing wrong with my appliances upon delivery, but I sent over documents showing that a few things have been fixed on the Frige within 6 months of having it. And AHS, sent the repair tech out to me... Please advise... and Thank you in advance ...
****************************************
Customer Answer
Date: 03/31/2023
Complaint: 19595800
I am rejecting this response because:
Sincerely,
************************************Business Response
Date: 04/03/2023
April 3,2023
***************************
********************************************
*******************************
*******,** 38125
RE:************************; AHS Plan No. *********, BBB Complaint Case No. 19595800
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 s feedback and we apologize for any frustrations and inconveniences she may have experienced. Our records indicate that
The technician found out that the dryer internal vent is detached, per the technician,he stated that the unit is just newly replaced, and he recommend repairing the dryer,but the homeowner wanted it to be replaced. The technician stated that she should contact the manufacturer for this issue, because the dryer is still under manufacturer warranty. per her contract section H item 12. AHS is not responsible for any repair,replacement, installation, or modification of any covered system, appliance, or component or part thereof: (a) that has been, or is, determined to be defective by the Consumer ************************* or the manufacturer; (b) that a manufacturer has issued, or issues, a warning or recall; (c) that has a malfunction caused by the manufacturers improper design, use of improper materials, formula, manufacturing process or other manufacturing defect; or (d)while still under an existing manufacturers, distributors, or in-home warranty.
Thank you for your consideration.
Sincerely,
American Home Shield CorporationBusiness Response
Date: 04/03/2023
April 3,2023
***************************
********************************************
*******************************
*******,** 38125
RE:************************; AHS Plan No. *********, BBB Complaint Case No. 19595800
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 s feedback and we apologize for any frustrations and inconveniences she may have experienced. Our records indicate that
The technician found out that the dryer internal vent is detached, per the technician,he stated that the unit is just newly replaced, and he recommend repairing the dryer,but the homeowner wanted it to be replaced. The technician stated that she should contact the manufacturer for this issue, because the dryer is still under manufacturer warranty. per her contract section H item 12. AHS is not responsible for any repair,replacement, installation, or modification of any covered system, appliance, or component or part thereof: (a) that has been, or is, determined to be defective by the Consumer ************************* or the manufacturer; (b) that a manufacturer has issued, or issues, a warning or recall; (c) that has a malfunction caused by the manufacturers improper design, use of improper materials, formula, manufacturing process or other manufacturing defect; or (d)while still under an existing manufacturers, distributors, or in-home warranty.
Thank you for your consideration.
Sincerely,
American Home Shield CorporationBusiness Response
Date: 04/03/2023
April 3,2023
CORRECTION:
***************************
********************************************
3693 *************
*******,** 38125
RE:************************; AHS Plan No. *********, BBB Complaint Case No. 19595800
Dear ***************************,
American Home Shield, **** (AHS) is in receipt of your letter, advising of the above referenced complaint. The letter has been forwarded to me for review and response.
Thank you for sharing Mr. ****** feedback our records indicate the technician found out that the dryer internal vent is detached, per the technician, he stated that the unit is just newly replaced, and he recommend repairing the dryer, but the homeowner wanted it to be replaced. The technician stated that she should contact the manufacturer for this issue, because the dryer is still under manufacturer warranty. per her contract section H item 12. AHS is not responsible for any repair,replacement, installation, or modification of any covered system, appliance, or component or part thereof: (a) that has been, or is, determined to be defective by the Consumer ************************* or the manufacturer; (b) that a manufacturer has issued, or issues, a warning or recall; (c) that has a malfunction caused by the manufacturers improper design, use of improper materials, formula, manufacturing process or other manufacturing defect; or (d)while still under an existing manufacturers, distributors, or in-home warranty.
Thank you for your consideration.
Sincerely,
American Home Shield CorporationCustomer Answer
Date: 04/10/2023
Complaint: 19595800
I am rejecting this response because: I am so confused at this point and don't know if I should contact an attorney or not. I have reached out in every way possible for help. My warranty company is still changing me $92-$100.00 a month for service, but I have a dryer that dosen'r work, a Frige that motor is about to go out on and I getting the run around. If I have a warranty on the product that this company brought me, then please someone show it to me, because GE tells me that I DO NOT HAVE A WARRANTY!!!!. AND IF AHS IS TELLING BBB DIFFERENT THEN PROVE IT, I JUST WANT AND NEED A DRYER... I HAVE A FAMILY AND I HAVE BEEN A CUSTOMER WITH THIS COMPAMY FOR OVER ***** years and they are fighting me over a dryer from a company they've never seen the products or appliances from, they're believing the company over the customer who's paying them. And I NEVER asked for a new one, I just need the one I have fix or return my old one PLEASE !!!!!
Sincerely,
************************************Business Response
Date: 05/02/2023
May 2, 2023
************************;
********************************************
RE: *************************************; AHS Plan No. *********, BBB Complaint Case No.19595800
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.
After careful review of ************** complaint, er the technician, he found that the dryer internal vent is detached, per the technician he stated that the unit is just newly replaced, and he recommend repairing the dryer, but the homeowner wanted it to be replaced. The dryer was replaced on 2/2/22 by AHS, the technician informed the homeowner that she should contact the manufacturer for these issues as the dryer is still under manufacturer warranty. Per her contract section H item 12 AHS is not responsible for any repair, replacement, installation, or modification of any covered system; (c) that has a malfunction caused by the manufacturers improper design, use of improper materials, formula, manufacturing process or other manufacturing defect; or (d) while still under an existing manufacturers, distributors, or in-home warranty.
Thank you for your consideration
Sincerely,
American Home Shield CorporationCustomer Answer
Date: 05/11/2023
Good Afternoon, BBB, at tjhis point I don't know what to say or do. I feel as if I am saying the same thing over and over. And AHS is telling you all that they offer to repair my dryer.. That's all I am asking for... Please someone from BBB please tell me what I am doing wrong and what do I need to do at this point. who do I call Please HELP !!!!!Customer Answer
Date: 05/25/2023
Complaint: 19595800
I am rejecting this response because: Date Sent: 5/11/2023 3:26:51 PM
Good Afternoon, BBB, at tjhis point I don't know what to say or do. I feel as if I am saying the same thing over and over. And AHS is telling you all that they offer to repair my dryer.. That's all I am asking for... Please someone from BBB please tell me what I am doing wrong and what do I need to do at this point. who do I call Please HELP !!!!!Sincerely,
************************************BBBNOTE TO AHS: WHY DO YOU CONTEND THAT THE **** IS UNDER A MANUFACTURER'S WARRANTY? THE CONSUMER CLAIMS THAT GE HAS INFORMED HER OTHERWISE.
Business Response
Date: 05/31/2023
May 31, 2023
************************;
********************************************
RE: ************************, AHS Plan No. *********, BBB Complaint Case No. 19595800
Dear ***************************,
Thank you for making us aware of ****************** issues through the Better Business Bureau. We take customer satisfaction very seriously, and sincerely apologize if ************** has not been entirely satisfied with our service.
The dryer was replaced on 1/14/22, the unit is only a year old, and per the technician the dryer internal vent is detached, and per the technician, the homeowner doesnt want a repair, they want a new unit. On 5/31/23 a new request was placed for the dryer, and it has been assigned to TBL Appliance Services and the service fee of $75.00 has been waived. Once the technician arrives at the home and diagnoses the issues with the dryer, he will notify ** of his outcome and ************** will be notified. She can also reach TBL at ************.
We take your concerns seriously and thank you for bringing them to our attention. We value ************** as a member and hope to provide him with a positive customer experience in the future.
Sincerely,
**********
American Home Shield CorporationInitial Complaint
Date:03/14/2023
Type: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.
Have an American Home Shield warranty which is paid monthly (automatically charged to credit card) March 11, 2023 called AHS to start request for repair of refrigerator, understanding it was weekend, received email stating was assigned to ****** appliances. When ****** appliance did not call to set up ********, I called them and recording said phone not working, when they called said repair date Thursday March 15- in course of conversation mention my husbands eye drop stored in refrigerator so ****** appliance said call AHS to expedite service call which I did immediately (March 13) AHS service said they would have someone with in 4 hrs, when they didnt I called AHS again and they stated had canceled original order but couldnt find any repairman to come.I continue to call for update and explain displeasure with company as it was to be expedited and we pay for service ( they had charged our credit card $100. On March 11 when first called as payment for repair service. I called again today and they stated no repairman could come yet. This is totally unacceptable, we pay for service, was charged $100 for appointment that has not been scheduled and needless to say everything in refrigerator not safe for consumption. Im still waiting for them to contact us to tell when repairman will come house. I just called again and they option for us to find own repairman and reimburse us. We pay for AHS service, not to find our own. We live in ********, ** which certainly large enough city to have multiple appliance repairman. Im at a loss as what to do, extremely unsatisfied with AHS and cannot believe BBB could endorse such a company. Thanking you in advance for resolving this issueBusiness Response
Date: 03/24/2023
March 24, 2023
*****************
BBB of the Mid-South
*******************************
*******, ** *****
RE: ****** and *********************; AHS Plan No. 602488748;BBB Case No. 19595622
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 ********************* and for allowing us the opportunity to assist with bringing the refrigerator service request to a resolution. According to our records, the refrigerator service request has been assigned to ****** Appliance Inc. The appointment was scheduled for March 20,2023. The vendor was authorized to replace the compressor and recharge the system with refrigerant.
Whilst AHS understands the inconvenience of being without a working refrigerator wae 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.
Although not obligated to do so in an effort to amicably resolve, AHS will refund the service fee paid for the request. The plan holder can expect to receive a credit in the original form of payment within ***** business days.
Thank you for your consideration.
Sincerely,
American Home Shield of *******, Inc.Customer Answer
Date: 03/24/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.
Sincerely,
****** And *********************148 *************************, ** 34243Initial Complaint
Date:03/14/2023
Type: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 an issue with my heat pump(not cooling or warming my home efficiently. My AHS(american Home Sheild Service contract # ***********. I called AHS(my warranty company) a few months prior, and the company used made a temporary fix(not the repair truly needed) my coils are melted and i have no freon now, Im trying to understand why no one told me this a few months ago? When i asked why the company used before didn't advise me back then, no one wants to help me, I have paid $200 thus far for the service calls, and i explained had i'd been made aware of the issue sooner, my fee may not have been as high(over $2000 now--i have next to no freon(this is not a problem that occurs over night) not to mention i have constantly had very high electric bills, I asked the provider on my initial visit was there an issue with freon, and no one reported anything like that to me. I have asked for a second opinion and i am being told , that if the second person finds the same issue, i will have to pay another $100 serivce fee. I asked why not give me a new unit? i have had two broken pieces in my outside unit as well. The company does not want to help me and I'm still without heat!!!When i ask to speak to a supervisor, i get told one will call me back within 24--48 hours (and not having no heat is truly an emergency). I have the company to look at my first service call and explaine why the adequate help was not provided then?? or if this is my ture issue(tell me sooner) Please help me get the true replacement i need for my system. I asked what happens if I pay to get the freon, and that still doesn not help me? I'm out $2,000 not to mention my unit is now 15 years old(this becoming very expensive to just patch up the job)Business Response
Date: 03/24/2023
March 24,2023
*****************
**************************************************************
3693 *************
*******,** 38125
RE:********************************; AHS Plan No. *********, BBB Complaint Case No. 19595222
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 3/9/23 a work order was created for a heat pump, and per the technician, the evaporator coil is leaking, causing the unit not to heat. We will need to replace the coil, and with the replacement there are some out of pocket cost for codes and modifications, and that cost is the responsibility of the homeowner. On 3/14/23 a second opinion was dispatched to *****************, and per the technician,the heat pump is not working, due to a leak in the evaporator coil. On 3/17/23 ****************** was offered cash in lieu in the amount of $1,216.00. On 3/24/23 ****************** declined the offer, and the technician has been notified, she was informed that she would pay the non-covered cost to AC Plus, and she can reach them at ************.
Thank you for your consideration.
Sincerely,
American Home Shield of VirginiaInitial Complaint
Date:03/14/2023
Type: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.
Purchased American Home Shield Warranty when we bought our house back in Nov 2022. Our washer started "banging" in January 2023 and i called "AHS" to have someone come look at it and fix it. They sent out Superior Appliance Repair Dispatch # *********. They diagnosed theproblem and supposedly ordered a part on January 15 2023. I have not heard from them since. I have many calls into American Home Shield and they keep saying let us call ********************* and we will get them to call you...that never happens. I have called AHS *************** they promise to have a resolution in less than 4 hours...its been 2 months now. Meanwhile I still have no washer... I am not only out the $1,000.00 plus dollars for the warranty coverage but I'm also out the $75 .00 for the service charge.I just got off the phone with American Home Shield for the last time today after I lost it and told them that I was going to pursue legal action if they can't help me. He said fine do that but meanwhile let me have the service company call you..If I could have shot him through the phone I would have.I have no energy or time left to deal with these people. I will go and buy a new washer so myself and my family can actually enjoy the smell of clean laundry...its been 2 months now.If there is anything the BBB can do to help me it would be very much appreciated...but at the very least I would love to see American Home Shield shut down and forced out of business so they cant scam others.Business Response
Date: 03/24/2023
March 24,2023
*****************
**************************************************************
3693 *************
*******,** 38125
RE:************************; AHS Plan No. *********, BBB Complaint Case No. 19594714
Dear *****************,
American Home Shield, **** (AHS) is in receipt of your letter, advising of the above referenced complaint. The letter has been forwarded to me for review and response.
Thank you for sharing Mr. ******** feedback and we apologize for any frustrations and inconveniences he may have experienced. Our records indicate that on 1/9/23 a work order was created for a washer, and he has an appointment for 1/17/23. On 3/17/23 a second opinion was assigned to Ninelives Appliance, and he had an appointment for 3/23/23, once technician arrives at the home and diagnose the issue with his washer, he will notify us of his diagnosis to repair or
replace according to the guidelines in his contract, and he will be updated on the final decision. On 3/24/23 paperwork was submitted for refund of his service fee in the amount of $75; 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 CorporationInitial Complaint
Date:03/14/2023
Type: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 submitted a service request with American Home Shield on 1/20/2023 (dispatch *********) for a leaking shower faucet. A month passes and I havent been contacted with a solution from AHS or from the technician. I reach out to them at the end of February 2023. My shower is still leaking so Im wasting water and I cant use the shower. After reaching out in February AHS finally contacts the technician and processes the service diagnosis (3/2/2023). Im contacted by AHS to say that access is not covered. After back and forth with clueless representatives ** told that the reason why my claim is being denied is because we need to provide access and AHS will not cover it.According to our contract section F line 4(covered plumbing): Where covered repairs require access to plumbing, AHS will only provide access to plumbing through unobstructed walls, ceilings, or floors, and will return access openings to a rough finish.Per my discussion with the technician access will be needed through a wall behind the shower to AVOID breaking the tiles. The wall behind the shower is a closet which is completely unobstructed.I want our shower fixed and for AHS to provide the coverage they agreed to per our contract. Due to AHSs slow response to our request Ive been wasting water for 2 months due to the ACTIVE leak.But I would also like someone with knowledge of why our request is being denied even though our contract clearly states that AHS will provide access and authority to provide a solution to contact me. We have been wasting water and unable to use our shower for over 2 months now!Business Response
Date: 03/24/2023
March 24,2023
***************************
********************************************
*******************************
*******,** 38125
RE:Ayzen, Darling; AHS Plan No.607723478, BBB Complaint Case No.19594406
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 1/20/23 a work order was created for faucets, and per the technician, the homeowner must provide access through the tile and wood behind the shower, for valve replacement. On 3/7/23 she was offered cash in lieu in the amount of $340.00 for the valve replacement, and it was denied for access. Per her contract section D item 4a. AHS is not responsible or liable for: Providing or securing access to Covered Items. On 3/24/23 paperwork was submitted for refund of her service fee in the amount of $85; 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
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