Complaints

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

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  American Home Shield

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

  
• 

  Home Security of America

  Unlisted Milwaukee, WI 53201

  
• 

  American Home Shield Corporation

  1051 N Kirk Rd Batavia, IL 60510

• 

  American Home Shield

  Macon, GA 31210

• 

  Home Security of America, Inc.

  PO Box 650993 Dallas, TX 75265

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

• Initial Complaint

  Date:03/14/2023

  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.

  Submitted a request for my HVAC (heat pump) not working on 01/14/2023. Contractor came out promptly and diagnosed the issues as needing a new compressor. Contractor submitted to order parts and about a 2 weeks later we called to follow up. Supposedly American home shield never ordered the parts. Since then, about every week, they have re-ordered the parts guaranteeing us that they will arrive in 5 to 7 days. It has been about 5 or 6 times now that American home shield has supposedly ordered parts. Every time I call American home shield I get a different reason as to why the parts are not showing up. I have been told there is no part availability, the wrong parts have been ordered, and various other things by American home shield. Customer ********************** has been just about useless, and the escalation team is not any better. There has been no solution. Supervisors dont call you back, representatives have been combative, and i keep getting guarantees from them that it will be fixed. I have also asked to have this classified as an emergency repair, but no luck. I have a pregnant wife in the house, 3-year-old child, and I have no heat and no AC. Living in ******* this time of the year you often need both, so my electric bills have been through the roof trying to run auxiliary units to keep the house cool/warm and the humidity under control.

  

  Business Response

  Date: 03/22/2023

  March 22, 2023
  
  *****************
  BBB of the Mid-South
  *******************************
  *******, ** 38125
  
  
  RE: ***********************; AHS Plan No. *********; BBB Complaint Case No. 19593886
  
  Dear **********:
  
  American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.
  
  Thank you for providing the complaint from ****************** regarding the service request placed for the **** system; AHS appreciates the opportunity to address the matter.
  
  Our records show the assigned contractor, ******** Services *** reported the system was not heating or cooling due to the compressor shorting.  AHS authorized the covered repair and placed the equipment request for the delivery of the equipment. Upon the arrival of the compressor, AHS was informed that is had to be returned due to being damaged.  AHS reordered the compressor which was no longer in stock at the local **** supplier. The equipment was located but had to be shipped to the service contractor, which caused a delay in completing the repair. 
  
  On 02/24/2023, a member of AHS management reached out to ****************** to address his concerns. Due to the experience, the $75.00 trade service call fee was refunded back to the original payment method on or about 02/13/2023. Mr.******** **** can confirm receipt and advise when the funds were applied.******** Services *** has updated the dispatch as completed as of 03/22/2023.AHS does apologize for any frustration Mr. ******** experienced and is available if there are additional concerns.
  
  Thank you for your consideration.
  
  Sincerely,       
  American Home Shield of *******, ***.

• Initial Complaint

  Date:03/14/2023

  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.

  -Opened appliance complaint in 2021.-Vendor #1 frustratingly took months to come out for service request, then took months trying to fix the issue but couldnt convoluted back and forth with AHS slowing things down in transfer to a different vendor.-Vendor #2 refused to come out and assessed over the phone that it was an entirely different issue and transferred to plumber with AHS.-Vendor #3 determined it was an appliance issue and not a plumbing issue, and called AHS to transfer back to appliance vendor.-Vendor #4 came out and was great, got AHS approval for new appliance part, and then technician fell ill so called AHS to have shifted to different appliance vendor.-AHS transferred back to Vendor #2, who had previously refused to come out and incorrectly assessed over phone and had transferred.-Called AHS and explained Vendor #2 had previously refused and incorrectly assessed and I didnt want to work with them spent hours and got nowhere, asked to speak to supervisor and they said they werent available, but someone would definitely call me back by end of day. Never received a call back, I had to call back in the next day.-When I called back into AHS, they said I had to deal with Vendor #2, only way that they could switch vendor is if Vendor #2 called in.-I called Vendor #2 and filled them in, they said they would call AHS to have transferred to different vendor.-I waited a couple weeks, no response from AHS and no new vendor assigned or dispatched.-Checked account online, service request was now not listed. Called in to clarify, and they said it was showing job complete and no open work order. Only option was to open new service request and pay new service request fee.-Told them that cant be the solution, the situation has been completely mishandled, and the job was not complete and service request never should have been closed. I asked for supervisor and better resolution than new service request that I pay for and a call back by end of today.

  

  Business Response

  Date: 03/24/2023

  March 24, 2023
  
  
  
  
  *************************************
  BBB of the Mid-South
  3693 *************
  *******, ** *****
  
  RE: *****************************; AHS Plan No.600719948 ; BBB Case No.19593691             
  
  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 refrigerator service request. AHS is currently searching for a vendor that can service the Sub-Zero refrigerator.  If the plan holder has had his refrigerator repaired by a different contractor, please forward the detailed information to me for review so that we can try to resolve this matter.
  
   Thank you for your consideration.
  
  
  Sincerely,
  
  American Home Shield of *********, ****

• Initial Complaint

  Date:03/14/2023

  Type:Customer Service 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.

  Cancelled contact within first 30 days. Called, customer ********************** 3 times in the past 2 months. American Home Shield shows where and when I cancelled. Customer ********************** said they will not cancel. They keep sending bills, She states they do not want to loose me as a customer. I let her Know not able to afford. Not responsible for these changes! Would you please Help?

  

  Business Response

  Date: 03/16/2023

  March 16, 2023
  
  
  *****************
  BBB of the Mid-South
  *******************************
  *******, ** 38125
  
  RE: *********************** De Oca; AHS Plan No. *********; BBB Case No. 19586146
  
  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.  The plan holders warranty plan became effective December 2, 2022 and was set to expire on December 2,2023.  On January 6, 2023, the plan holder requested to cancel the warranty plan, however released the call prior to the cancellation being processed.  AHS has honored the plan holders request to cancel, and back dated to the requested date of January 6, 2023.  AHS has agreed to waive the remaining balance due to the administrative fee being due.  The plan holder should disregard any ******** that my crossed in the mail and/or email dated within the next 10 to 14 business days.
  
  Thank you for your consideration.
  
  Sincerely,
  American Home Shield of *****, ****

• Initial Complaint

  Date:03/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a current contract with AHS. I made a service request on a dishwasher, paid my deductible [$100] and a repair company was dispatched to evaluate/diagnose the problem and submit an estimate. The repair company did their job and submitted their diagnosis and estimate at least 3 times. I have an email from AHS dated 2-28-2013 stating" "Estimate received" and "estimate processing." "We are in the process of evaluating the estimate per your contract." I have called AHS several times only to be told that they have not received the estimate. My original service request was 01-28-2023 and the repair company was dispatched a few days later. I have been without a working dishwasher for almost 2 months and I can't go any higher up the administrative chain to resolve this problem. My case number is *********.

  

  Business Response

  Date: 03/24/2023

  March 24, 2023
  
  
  
  
  *********
  BBB of the Mid-South
  *******************************
  *******, ** *****
  
  RE: ***************************; AHS Plan No. *********; BBB Case No. 19592721            
  
  Dear Ms. ****
  
  American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint.  Your letter has been forwarded to me for review and response.
  
  We truly appreciate the valuable feedback from *************************** and for allowing us the opportunity to assist with bringing the dishwasher service request to a resolution.  According to our records, the dishwasher service request was placed on January 27,2023.  The vendor, Premier Appliance reported that the found inner door panel is crushed from being fallen into.  This is not normal wear and tear.
  
  Section C.4.a of the warranty provides coverage under your agreement is for a covered Item malfunction occurring during your agreement term caused by normal wear and tear of the covered item; therefore the claim was denied.
  
  On March 24, 2023, AHS dispatched a second opinion to At Your Services.  They will contact the plan holder directly to schedule an appointment. AHS coverage decisions are based on the diagnosis received from the assigned contractor and the terms of the plan.  Once the diagnosis is received AHS will advise the plan holder as to its position.
  
  Thank you for your consideration.
  
  
  Sincerely,
  
  American Home Shield Corporation  

  Customer Answer

  Date: 03/24/2023

  AHS just doesnt get it. I am not contesting the outcome of decision. The diagnostic evaluation was done promptly and the report was sent to AHS. I waited 2 months for them to make a decision, while I sat without a working dishwasher. I placed several calls, was read the usual script (inaccurate, I may add) and nothing happened. I was eventually refunded $100, which was the service fee. This is an insult, and is not what I would consider fair compensation for their tardiness and the inconvenience this has caused me.

  Customer Answer

  Date: 03/31/2023

   
  Date Sent: 3/24/2023 4:51:44 PM
  AHS just doesnt get it. I am not contesting the outcome of decision. The diagnostic evaluation was done promptly and the report was sent to AHS. I waited 2 months for them to make a decision, while I sat without a working dishwasher. I placed several calls, was read the usual script (inaccurate, I may add) and nothing happened. I was eventually refunded $100, which was the service fee. This is an insult, and is not what I would consider fair compensation for their tardiness and the inconvenience this has caused me.

  

  Business Response

  Date: 04/06/2023

  April 6, 2023
  
  
  
  
  *********
  BBB of the Mid-South
  *******************************
  *******, ** *****
  
  RE: ***************************; AHS Plan No. 603363728;BBB Case No. 19592721  
  
  Dear Ms. ****
  
  American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint.  Your letter has been forwarded to me for review and response.
  
  After further review, it is found that AHS has previously and accurately advised *************************** as it pertains to the dishwasher.  AHS did not receive the diagnosis from the original vendor until March 20, 2023, at which time,*************************** was notified of the report and AHS coverage decision.   
  
  Whilst AHS understands the inconvenience of being without a working dishwasher, AHS is not responsible for delays as stated in contract section D.9. AHS is not responsible or liable for any delay in service or failure to provide service caused by conditions beyond AHScontrol. 
  
  
  
  Thank you for your consideration.
  
  
  Sincerely,
  
  American Home Shield Corporation  

• Initial Complaint

  Date:03/13/2023

  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.

  Feb of 2023. I put in a request to have my garage door fixed. The company they sent out did their diagnosis and sent it to American Home Shield. After that I called them to confirm the items that were covered. They stated that 1 spring is covered due to being broken, 1 spring is covered due to modification, 1 logic board is covered due to being broken, and the door calibration is not covered. Total out of pocket cost is estimated at $220 but I was charged $486. When I called them asking for a refund they told me AHS didnt cover the 2nd spring which I disputed. Then when I contacted AHSs authorization department to confirm they confirmed we also go the contractor on 3 way to tell them it was covered. The contractor yelled at them telling them it wasnt covered. Weeks later I get a call from AHS escalation department saying they werent supposed to cover it so its nothing they can do. How does it make sense they cover something then when one of their contractors fraudulently charges one their customers. They go back and overturn coverage to meet the need of the contractor. This seems like an illegal scam.

  

  Business Response

  Date: 03/21/2023

  March 21,2023
  
  *************************************
  BBB of the Mid-South
  *******************************
  *******, ** 38125
  
  RE: ***********************; AHS Plan No. *********; BBB Complaint Case No. 19592687
  
  Dear **************************:
  
  American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.
  
  Thank you for providing the complaint from ************** regarding the service request placed for the garage door opener; AHS appreciates being able to address the coverage matter.
  
  AHS records show the service request was placed on 02/02/2023 and assigned to #1 *************** for service. The contractor reported one of the door springs was broken, and due to the strain on the door burned out the logic board.  Both would require replacement and the calibration of the door. AHS was advised there was no failure with the second door spring and provided an estimate if ************** wanted to have both replaced.Section A.2 of the warranty agreement states the coverage under this contract includes normal wear and tear malfunctions during the contract term only. The non-covered Section E.6 of the plan states the door or door track assemblies are not covered. The covered section states that all components and parts,including springs are covered. If the second spring had failed, the replacement would have been approved.
  
  #1 *************** provided an estimate to calibrate the garage door and the second door spring if ************** wanted it replaced. Due to **************** concern, AHS reviewed the recorded call to verify the specific information provided by the contractor. The results show the report is correct; however, due to the experience, AHS is refunding the $100.00 trade call service fee back to the original payment method. Processing will be complete in ***** business days.****************** banking institution can confirm receipt and advise when the funds will be applied. AHS does apologize for any inconvenience experienced, if additional assistance in required please advise.
  
  Thank you for your consideration.
  
  Sincerely,     
  American Home Shield of *******, ****

  Customer Answer

  Date: 03/21/2023

   
  Complaint: 19592687
  
  I am rejecting this response because:
  

  As stated and repeated multiple times from your authorization department. The second spring was covered due to the need for modification. Which is also shown in the attached screenshot showing the 2nd spring was covered for modification.  The authorization covered it because the company stated they would not just replace 1 spring for safety reasons. And my plan covers needed modifications.  The only thing I should have been charged was the $220 for the door calibration as your company has stated several times.  But they charged me almost $500 and every time you all call them they tell you all the 2nd spring isnt covered thats why they charged me.  But you all multiple times stated it was covered. And the attached screen shot from your website also states the 2nd spring is covered due to modification.   The letter you sent me also says everything is covered except the door calibration All components and parts, including springs, except: Not covered door or door track assemblies.  The Letter is attached. $100 isnt enough at this point for the hassle of dealing with this for over a month and having the contractor you contracted  threaten to put a lien on my house due to your in ability to properly tell them it was covered.  You let them tell you it wasnt covered after they fraudulently charged me for it.  Again Your authorization department told me multiple times (as well as the letter you sent) the only thing I was supposed to pay was the $220 for the door calibration, not almost $500.  

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

  

  Business Response

  Date: 03/27/2023

  March 27,2023
  
  *************************************
  BBB of the Mid-South
  *******************************
  *******, ** 38125
  
  
  RE: ***********************; AHS Plan No. *********; BBB Complaint Case No. 19592687
  
  Dear **************************:
  
  American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.
  Thank you for the follow-up from ************** regarding the service request placed for his garage door opener. As stated in section A.2 of the warranty agreement states that coverage under this contract includes normal wear and tear malfunctions during the contract term only. The service contractor advised that only one of the door springs had failed and required replacement. Per the terms of the agreement plan, the cost was authorized for the covered parts and labor.  #1 Garage Door provided their estimate to replace the second garage door spring, which had not failed, only if ************** wanted to pay for the non-covered cost.
  
  AHS can confirm that Section G.1 of **************** agreement includes additional coverage for modifications. It states that AHS will pay up to $1,000.00 per contract term for modifications, code violations, or permits that pertain to a covered repair or replacement only.  AHS has not denied ************** for any modifications required to replace the covered garage door spring. Recalibration of the garage door and replacement of the second garage door spring, which had not failed, are the items AHS informed ************** was not covered.
  
  As mentioned in our previous communication, the refund of the $100.00 trade service call fee was completed on or about 03/24/2023. Receipt can be confirmed by **************** banking institution, and they can advise when the funds will be applied. 
  
  If there are additional concerns, AHS is available to address them at your convenience.
  
  Thank you for your consideration.
  
  Sincerely,     
  American Home Shield of *******, ***

  Customer Answer

  Date: 03/27/2023

   
  Complaint: 19592687
  
  I am rejecting this response because: I was informed several times by AHS authorization department that both springs were covered and that the only thing not covered was the door calibration.  Even had authorization on three-way with the company twice where they told them that. Then later the company told AHS they werent supposed to cover it. All of the correspondence I got from AHS stated the only thing that wasnt covered was the door calibration. You even contradicted yourself by stating the rules for modification.  The company stated they would not replace one spring so you all coded it as a malfunction.  After they charged me you all magically changed your tune. You all even were supposedly investigating the phones calls and magically just said it couldnt be done. Again several of your representatives in the authorizations department stated both springs were covered. As it shows on the documentation Ive attached. It shows second spring covered due to modification.  You all modified the first spring statement after the contractor charged. But you still left the 2nd spring showing covered due to modification that makes absolutely no sense. Just like you all magically stopping your investigation into the phone calls.  You all are unethical and fraudulent Im literally showing where it shows you all said it was covered and why.  The letter even states the only non covered thing is the door calibration.  You covered the 2nd spring as a modification due to the company telling me they would not replace just one spring.  If that was the case I would have just replaced the one covered spring.  Is this normal practice? Say something is authorized then allow the company to overcharge the customer?
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 03/29/2023

  How has this closed they didnt answer or fix anything.  Ive still been overcharged, I have provided evidence they provided absolutely nothing but generic statements. 

  Customer Answer

  Date: 03/29/2023

  These non covered cost document from them states the 2nd spring is covered due to modification. But they are saying that it was denied only after the contractor charged me. But she stated no modifications were denied so why is the documentation contradicting what she stated?

• Initial Complaint

  Date:03/13/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called on March 4, 2023 to cancel my contract with them. They said they couldn't cancel then because it was a Saturday but would push the cancellation through on Monday, March 6. On March 9, I receive a voicemail with a confirmation of the cancellation. They said they would also email a confirmation. It's now March 13 and I have yet to receive an email. I would like confirmation that my contract (contract number *********) has actually been cancelled. I was also not told how my $675 for the cost of a 12 month contract would be refunded so I would like confirmation on my refund as well. I do not have a card on file with AHS so a check will need to be mailed to the address on my file. I did cancel under the 30 day **** so a full refund should be in order. Thank you.

  

  Business Response

  Date: 03/23/2023

  March 23, 2023
  
  
  
  
  *****************
  BBB of the Mid-South
  *******************************
  *******, ** *****
  
  RE: ***********************; AHS Plan No. *********; BBB Case No. 19592660            
  
  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 cancellation service request to a resolution. According to our records, the listing contract was canceled on March 9,2023, with a cancellation effective date of March 4, 2023.
  
  This is your written statement that the contract for property address ***************************************************************************** has been canceled effective March 4, 2023.  The contract was still in the listing period as no funds were received as of March 4, 2023,the requested cancellation date, which is why no official cancellation letter was generated. 
  
  The payment for the contract was received on March 16, 2023, and posted to miscellaneous cash.  A refund was submitted for processing on March 17, 2023, and will be mailed to *********************** at ***** ******************* **********, ** *****, the first week of April.
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield Corporation

  Customer Answer

  Date: 03/23/2023

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

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

  19584 ****************

  **********, ** 46614

  
  

  Customer Answer

  Date: 04/11/2023

   
  I had this whole complaint previous marked as "resolved". I couldn't find a place on the BBB's website to load or view a previous complaint of mine so I'm opening a new complaint. I wanted a refund for the amount of cancelling (which is $675). The company (after I filed a complaint here on BBB.org) agreed to send me a refund check... But now it's been a couple of weeks and my refund check has yet to arrive in the mail. Account/contract number *********. Thank you.

  

  Business Response

  Date: 04/14/2023

  April 14, 2023
  
  
  
  
  *********
  BBB of the Mid-South
  *******************************
  *******, ** *****
  
  RE: ***********************; AHS Plan No. 624008208;BBB Case No. 19592660           
  
  Dear Ms. ****
  
  American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint.  Your letter has been forwarded to me for review and response.
  
  After further review, it is found that AHS has previously and accurately advised ************************  The reimbursement check for $675.00 was mailed the first week in April.  Please allow ***** business days to receive. This matter is considered resolved.
  
  Thank you for your consideration.
  
  
  
  Sincerely,
  
  American Home Shield Corporation 

  Customer Answer

  Date: 04/18/2023

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

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

  19584 ****************

  **********, ** 46614

  
  

• Initial Complaint

  Date:03/13/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I requested a service on 2/23/2023 for overheating water heater(dispatch#*********). Assigned contractor said that the water heater needs to be replaced. I expected my only cost to be a $100 service fee, but I was wrong. The contractors estimate included $570 worth of modifications that were not covered by the warranty and I would have to pay those out of pocket. One of the charges was an installation of a new drain pan for $100 that costs $17 at Lowes or a replacement of a water line for $125. It was obvious that negotiated, low prices apply only for work covered by the AHS, for anything else, the contractor can charge anything he wants and there is nothing AHS customer can do about it. I wonder if this extra cost was also influenced by the fact that AHS has no contractors in the area and the assigned contractor is over an hour drive away. When I contacted AHS about my options, I was offered the payout option. I would receive a cash amount of $470. It seemed rather ironic that the cost of uncovered modifications was $570, but a new water heater replacement was only $470. Since I also paid a $100 service fee, I would only get $370 towards my new water heater, but at this point I decided to count my losses, take my payout and cancel the warranty immediately since it does not offer real value to me. Seemed simple enough. The AHS reimbursement offer email clearly stated:If youd prefer, then American Home Shield will reimburse you up to $470.00 toward the replacement of your water heater. A check will be issued to you upfront upon your confirmation within ***** business days. The amount of the check is based on the full value that we wouldve paid for the covered repair I accepted the offer only to receive this confirmation email:You have accepted a cash payout.Next steps:Email proof of repair to **************************************************** Check will be mailed to you within 21 business days after receiving proof of repairI contacted AHS two times trying to receive my cash payout and canceling my policy but with no luck. I was told that I am not getting my cash payout till I do not submit proof of repair and in the meantime I have to continue paying for the policy I do not want. If I would try to cancel the policy now I would lose my payout money.

  

  Business Response

  Date: 03/14/2023

  March 14, 2023
  
  
  *************************************
  BBB of the Mid-South
  *******************************
  *******, ** 38125
  
  RE: *********************;AHS Plan No. *********; BBB Case No. 19592508
  
  Dear **************************:
  
  American Home Shield ("AHS")is in receipt of your letter advising of the above referenced complaint.  Your letter has been forwarded to me for review and response.
  
  I have reviewed AHS records regarding this matter.  On March 23, 2023, a service request was placed on the water heater and ******************** was dispatched to diagnose any problems.  On March 24,2023, it was reported the water heater needed to be replaced and AHS authorized that replacement in accordance with the provisions of the warranty plan.  ******************** explained to properly replace the water heater they would need to make modifications.  Section I.4.b of the warranty plan states AHS is not responsible or liable for cost of construction, carpentry, or other modifications necessary to remove, relocate, or install a covered item or part thereof.  Therefore, based on the information received and the terms of the warranty plan, the plan holder was responsible to pay ******************** directly for the non-covered modifications.  Although not liable to do so, AHS has agreed to reimburse the $100 trade service call fee paid for this service request.  The plan holder can expect to receive that reimbursement within 10 to 14 business days.
  
  The plan holder indicated they may prefer to use their own licensed and insured contractor to replace the water heater.  Section A.5.c of the warranty plan states in some instances, AHS may offer you the option of accepting cash in lieu of repair or replacement services. This offered amount is based on what AHS would expect to pay (which is substantially less than retail cost) for parts and labor for covered items less the incurred cost of the contractors diagnosis.  AHS is not obliged to extend such an offer and you are under no obligation to accept such an offer. If you accept such an offer, you are required to repair the item or provide a new replacement and send the acceptable proof of your actual itemized costs to AHS before any reimbursement amount will be paid. On March 8, 2023, AHS offered our cost to replace the water heater.  On March 9, 2023, AHS records indicate the plan holder accepted AHS cash in lieu offer. On March 14, 2023, a check (# ********) in the amount of $470 was released by AHS.  The plan holder should expect to receive that check within 10 to 14 business days.
  
  Section L.4 of the warranty plan states if the customer or ********************** cancels the contract after the 30th day following the beginning of the contract term: (a) if AHS has not provided any services, the customer will receive a pro rata refund of the contract fees paid for the unexpired term;(b) if AHS has provided services and the amount of the service costs incurred by AHS is less than the contract fees paid, the customer will receive a pro rata refund of the contract fees paid for the unexpired term, less the service costs incurred by AHS; (c) If AHS has provided services and the amount of the service costs incurred by AHS is greater than the contract fees paid, the customer shall pay ********************** the lesser of (i) the amount by which the service costs incurred by AHS exceeds the contract fees paid; or (ii) the amount by which the annual rate listed on the Contract Agreement pages exceeds the contract fees paid; and (d) Additionally, customer shall be responsible for an administrative fee of the lesser of (i) your Plan Fee for one month of coverage under this contract or (ii) such amount as is permitted by law.  If it is plan holders intent to cancel the warranty plan, they may contact AHS directly at ************** and the warranty plan will be cancelled per request and according to the provisions referenced above.
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield of **********, ****

  Customer Answer

  Date: 03/22/2023

  I canceled my AHS policy today on 03/22. Unfortunately, it was a day after my credit card was charged AHS contract fee for another month of service. I paid $48.99 administrative fee for cancelation, however the confirmation of cancelation request did not mentioned anything about getting a "pro rata refund of the contract fees paid for the unexpired term"

  Customer Answer

  Date: 03/28/2023

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

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

  20435 ***************

  ************, ** 95372

  
  

• Initial Complaint

  Date:03/13/2023

  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.

  AHS provides my warranty for two homes. I first started using them about ***** years ago and stopped after they could not repair my ice maker and wanted to charge for additional visits. After seeing success on my mother's ice maker repair through AHS, I decided to try them again on the same residence as before. I have had them on a second residence for 6 years. As my home is aging, I asked for the best policy available (Platinum) knowing the 2006 ice maker as well as other appliances were aging. As the ice maker slowed in production, I called as soon as the policy was active. AHS dispatched someone to repair twice. They could not fix the ice maker and the ice maker doesn't work at all now. After the repairman recommended several parts to repair or to replace it, AHS is now stating it is a free standing ice maker not located inside my refrigerator and is now "not covered". My contract clearly states a "free standing freezer" is excluded but does not mention a free standing ice maker. The contractors have recommended I complain and talk to others but it hasn't mattered. Why would I think that it wouldn't be covered as they have worked on the same ice maker within two different policies. The contractors have validated that AHS repairs these units. My mother's ice maker (same as mine) was replaced with AHS. I have escalated my concerns and after months of no ice maker and extreme frustration with having workers read off a piece of paper and talking over me, I cannot waste anymore of my life fighting this ridiculous task. Rather than pay legal fees to dispute in court, I figure the best thing to do is notify BBB and if you cannot assist in getting my ice maker repaired then others can be warned about the misapplication of contract wording.

  

  Business Response

  Date: 03/22/2023

  March 22, 2023
  
  
  
  
  *****************
  BBB of the Mid-South
  *******************************
  *******, ** *****
  
  RE: ***********************************; AHS Plan No. 619134618;BBB Case No.19592455             
  
  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 refrigerator ice maker service request to a resolution. According to our records, the refrigerator ice maker service request was placed on January 6, 2023.  The vendor,Whirlpool reported that this was not a refrigerator ice maker but a free-standing icemaker therefore the claim was denied.
  
  A second opinion was dispatched on February 1, 2023.  The vendor, Dewitts Appliance Repair reported that this was a freestanding icemaker model # KUIS15NRHS9. 
  
  Section A.1. of the warranty provides Coverage includes only the items stated as covered, excluding all others and is subject to the limitations, exclusions, and provisions stated in this contract.  A free-standing icemaker is not listed as covered and therefore excluded.  AHS stands on its decision.
  
  Although not obligated to do so, in an effort to amicably resolve this complaint, 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.  This matter is considered resolved.
  
  
  Thank you for your consideration.
  
  
  
  Sincerely,
  
  American Home Shield Corporation 

  Customer Answer

  Date: 03/22/2023

   
  Complaint: 19592455
  
  I am rejecting this response because the contract does not say that freestanding ice makers are excluded. Ask them to produce that. They exclude freestanding freezers. AHS has repaired this ice maker on two other occasions over the last 10 years. They have repaired and replaced the same ice maker that is on my mothers contract. ******* and the initial contractor said they repair these ice makers all the time and I should complain. They are trying to use free standing freezer wording to not pay the repairs to this unit or replace it. When the policy was sold to me, I was told the premium policy covered my ice maker. They had worked on this ice maker on a previous less expensive contract without hesitation . Why would I ever think it wasnt covered now. Again, ask AHS to produce the wording that this contract excludes a free standing ice maker. It only says freezer. They asked for the serial number up front so they knew what they were repairing. Only when it became more expensive that they try to not repair the unit. I dont want the $100 hush money. I want it repaired as in contract or I want the public made aware of the shadiness and inconsistencies in their policies!
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 03/30/2023

  Please see the attached correspondence.

• Initial Complaint

  Date:03/13/2023

  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 placed a service dispatch under my home warranty and then immediately cancelled it. When I called customer **********************, they told me they are unable to refund the payment and that I should call my bank to dispute the charge. There is no language in my contract that I am aware of that says dispatch fees are non-refundable.

  

  Business Response

  Date: 03/16/2023

  March 16, 2023
  
  
  *****************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: ***************; AHS Plan No. *********; BBB Case No. 19590869
  
  Dear **********:
  
  American Home Shield ("AHS") is in receipt of your letter advising of the above referenced complaint.  Your letter has been forwarded to me for review and response.
  
  I have reviewed AHS records regarding this matter.  On February 23, 2023, a service request was placed on the furnace and ****************************, LLC, was dispatched to diagnose any problems.  AHS records indicate this service request was cancelled, and the trade service call fee secured for this request was reimbursed on March 14, 2023. 
  
  Thank you for your consideration.
  
  Sincerely,
  American Home Shield Corporation

• Initial Complaint

  Date:03/13/2023

  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.

  Have spent 3 months trying to get them to fix a pool pump. I have called at least 20 times.Their answering service just shuffles you around.This has got to be a scam.

  

  Business Response

  Date: 03/23/2023

  March 23, 2023
  
  
  
  
  *************************************
  BBB of the Mid-South
  3693 *************
  *******, ** *****
  
  RE: *******************; AHS Plan No.604934878; BBB Case No.19590599             
  
  Dear **********:
  
  American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint.  Your letter has been forwarded to me for review and response.
  
  We truly appreciate the valuable feedback from ******************* and for allowing ** the opportunity to assist with bringing the pool pump service request to a resolution. According to our records, the pool pump service request was authorized for the pool pump to be replaced.  The installation is scheduled for March 23, 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.
  
  Should the plan holder have a continued issue with the pool pump after the scheduled appointment, please reply to this complaint and AHS will address the pool pump further.
  
  Thank you for your consideration.
  
  
  
  Sincerely,
  
  American Home Shield of *****, Inc.