Business Profile

Home Warranty Plans

American Home Shield

Headquarters

Complaints

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

Customer Complaints Summary

18,015 total complaints in the last 3 years.
4,895 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:03/13/2023
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.
This was a repair job to fix my Kenmore range. They charge $525 to fix the oven and part of that which was 200 W. to fix see the top of the stove to make the burners turn on. So when I called them three days ago, they said the case was closed. I would check on it. But all through this time of at least one month, they never replied to anything. And I have lost $200 to this company and they wont fix it.
Business Response
Date: 03/20/2023
March 20, 2023

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

RE: *****************************; AHS Plan No. Unknown; BBB Case No. 19590565

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

Thank you for contacting ** for ***************************** and we are willing to assist. We regret to inform you, we are unable to locate an active account or complaint details with the information provided. To make sure we accurately provide the best services possible, we must be able to access the account. If ********************* would like assistance through this channel, please send the active property's contract number or full property address including a zip code to us, and we will be happy to assist.

Thank you for your consideration.

Sincerely,

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

*****************************
Claims Resolution Specialist
Customer Answer
Date: 03/20/2023
The problem is that I do not have a contract with. Home shield. First I contacted someone that had a contract with home shield and they fix the oven but not the top of the stove which needed the lighters to be fixed. Which was $200. So their agent tried to sell me a contract with home shield and I said no. After that whatever I contacted Homeshield they say that the contract is closed when they havent finish the job of fixing the top of my stove. You can give them my address of, ************************************* phone number ************. The use of someone to fix stove. Seems like a come on to get you to buy a contract with home shield.
Customer Answer
Date: 03/21/2023

Date Sent: 3/20/2023 9:23:16 PM
The problem is that I do not have a contract with. Home shield. First I contacted someone that had a contract with home shield and they fix the oven but not the top of the stove which needed the lighters to be fixed. Which was $200. So their agent tried to sell me a contract with home shield and I said no. After that whatever I contacted Homeshield they say that the contract is closed when they havent finish the job of fixing the top of my stove. You can give them my address of, ************************************* phone number ************. The use of someone to fix stove. Seems like a come on to get you to buy a contract with home shield.
Customer Answer
Date: 03/22/2023
Hello, it sounds like someone is using American Home shield to get customers for them. The number i was calling was **************. So the same number was also asking me if I wanted Am Home shield and i said no as i had heard bad things about them. So this is the number i called to get service on my range and also spoke to someone about if i wanted to get the Am home shield.
Business Response
Date: 03/30/2023
March 30, 2023

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

RE: *****************************; AHS ProConnect ID. ******; ******************** Case No. 19590565

Dear Ms. **************************************** ProConnect (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 additional feedback from *****************************. We hate to hear the interactions with us have been less than satisfactory. AHSs ProConnect records reflect on Janu 19, 2023, the oven service request was created for the pilot light. The service request was dispatched to Pro *************************** to diagnose any problems and provide an estimate/offer to complete the applicable repairs.

A ProConnect membership consists of access to digital technology and communications platform, and access to a suite of related free and/or fee-based content, tools, products, services, subscriptions, and other offerings, each of which helps You take the hassle out of home ownership by serving as Your go-to resource, guide, and advisor for all things home and,if requested, as Your digital personal home solutions provider, concierge, and/or caretaker. Please be advised that ProConnect does not have service requests/claims but rather completed retail appointments. If ********************** needs additional assistance concerning the retail services provided to the oven, we highly recommend she contacts AHSs ProConnect Customer ********************** Division directly at ************.

Thank you for your consideration.

Sincerely,

American Home Shield Corporation

*****************************
Claims Resolution Specialist
Customer Answer
Date: 04/01/2023

Complaint: 19590565

I am rejecting this response because:for $535.00 about they didn't fix the ignitors on top of stove. I could get no answer when i called mt ******. He could have told me again about a new ticket, but i got no response to the
number he said to call on the voice mail.

Sincerely,

*****************************
Customer Answer
Date: 04/05/2023
A representative did contact me-last week, and basically wanted to know why I had not asked for another ticket for the top of the stove to fix the burner igniters. However, I have not received any invoice for the first ticket and then when I would call to get help, I would be put off to American home services which would not answer at all. So I would like to know what the first service call amount was in particularly.
Business Response
Date: 04/07/2023
April 7, 2023

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

RE: *****************************; AHS ProConnect ID. ******; ******************** Case No. 19590565

Dear Ms. **************************************** ProConnect (AHS) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.

AHSs ProConnect records reflect on April 01, 2023, ********************** spoke with AHSs ProConnect Customer ********************** Division about the oven service request that was created for the pilot light. AHSs ProConnect Customer ********************** Division also spoke with Pro *************************** concerning the repairs. ********************* and the Pro advised the issue she is currently experiencing is with the stove and not the oven. AHSs ProConnect Customer ********************** Division advised ********************** a new request for service is required, but ********************** declined to request services for the stove. Therefore, AHS ProConnect denies any further liability with respect to this matter
Thank you for your consideration.

Sincerely,

American Home Shield Corporation

*****************************
Claims Resolution Specialist
Customer Answer
Date: 04/10/2023

Complaint: 19590565

I am rejecting this response because:in accepting payment fot the top of the stove they knew they had to fix the stove, but did not. I can do a new ticket at no charge if given aphone number. Plus i need to see the invoce for the first charge.

Sincerely,

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

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

RE: *****************************; AHS ProConnect ID. ******; ******************** Case No. 19590565

Dear Ms. **************************************** ProConnect (AHS) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.

AHS ProConnect has previously reviewed this complaint and stated its position regarding this matter. AHSs ProConnect position does remain unchanged. ********************** has been advised that a new request for service is required because the issue she is currently experiencing is with the stove and not the oven. ********************** declined to request services for the stove.Therefore, AHS ProConnect denies any further liability with respect to this matter. AHS ProConnect has attached a copy of the invoice that was previously sent to *******************.

Thank you for your consideration.

Sincerely,

American Home Shield Corporation

*****************************
Claims Resolution Specialist
Business Response
Date: 04/19/2023
Attached is the invoice requested
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.
Stoppage in a toilet that is clearly stated to be covered by this home warranty. Paid $100 for them to assign a plumber. They came out and said that my external clean out was not accessible to the stoppage and they would have to ******* the toilet to snake line. So this is now no longer covered and I would have to pay their $258 to unclog or they will leave without fixing. This leak has lead to a flood into my home and I needed it fixed. I did not ask to hire this plumber and wait for them to fit me in to be told my common problem is not covered. They told me to take my concerns to ahs and they cannot wait for my phone call. I had them fix this repair and paid to avoid any further damage to my home. I began my daily phone calls on 2/26 and was told the same things including the contractor has to submit my diagnosis and they cannot escalate until this is received. I spent the next several days calling both ahs and the contractor to retrieve some of my money. The contractor came back out at full price of $185/hr to diagnose further and ahs still states they are waiting on authorization on 3/3. I continued to call daily and be read a script by people who knew nothing of my case and sit on hold while they sent emails to their ********* and offered to call me back with an answer. I was told this by 3 different employees who all assured they would call me back but never did. Today 3/13, after continued daily calls I was told that this charge will not be covered as the plumber documented no external clean out. I asked for more info as I have a clean out, just was not able to access this clog from there, and the toilet removal, unclog and replace only took 20 minutes and the customer ********************** guy just kept reading me that it is not covered. So in the end, its a scam. $900/year and $100/call for a concierge to pick a contractor, and not cover a toilet clog. I have ****** and experienced plumbers in reach and I get mediocre plumbers from over an hour away who ripped me off.
Business Response
Date: 03/19/2023
March 19, 2023

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

RE: ***********************************; AHS Plan No. *********; BBB Case No. 19590436

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 stoppage and Anywhere ********************** was dispatched to diagnose any problems. On March 10, 2023, it was reported the plan holder did not have an accessible clean out to clear the stoppage. Section F.5 of the warranty plan states AHS clears stoppages through an accessible clean out, which the plan holder agrees they did not have on this complaint. Therefore, based on the information received the claim was denied. Although not liable to do so, AHS previously agreed and reimbursed the $100 trade service call fee paid for this request.

Thank you for your consideration.

Sincerely,
American Home Shield Corporation
Initial Complaint
Date:03/13/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I cancel my contract with American home shield in December of 2022.They continue to call and send me letters.
Business Response
Date: 03/14/2023
March 14, 2023

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

RE: *******************************; AHS Plan No. *********; BBB Case No. 19590348

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

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

I have reviewed AHS records regarding this matter. AHS does apologize for the plan holders frustrations regarding this matter. AHS has cancelled the warranty plan and backdated that effective date to December 13, 2022. Although not obligated, AHS has agreed to waive the rightfully due administrative fee. The plan holder *** disregard any ******** that *** cross via mail and/or email dated within the next 10 to 14 business days.

Thank you for your consideration.

Sincerely,
American Home Shield Corporation
Initial Complaint
Date:03/13/2023
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 submitted an authorized clam for my range hood 2022. It was evaluated by two services that recommended replacement of the item. Only after contact from me on multiple occasions for this work order that was marked complete, but was never resolved. I noticed after I called to inquire why this was not completed, I was charged another diagnostic fee. To be clear I did not submit another claim for this service, but was charged without my knowing and realized this only when I checked my bank account. I thought well if they fix this device I'm fine with that, however, next I know another mechanic came to evaluate the appliance and then my case was closed. I contacted AHS many times for this and was told they needed more time to reach out to this company. This result was the same that the device needed to be replaced. I still have no progress on this issue and my claim continues to passed along with ; ' please check in another week'. I want my appliance to be replaced and my claim charges to be refunded for this negligent work practice
Business Response
Date: 03/23/2023
March 23, 2023

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

RE: ***********************; AHS Plan No. 612257808;BBB Case No. 19590215

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 range hood exhaust fan service request to a resolution. I have reviewed AHS records and authorized the replacement of the range hood exhaust fan. The plan holder can expect to hear from our ******************************* within 3-5 business days with an offer for replacement. The direct phone number for appliance purchasing is ************ and their hours of operation are Monday Friday 7 am - 7 pm CST.

In addition, 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. This matter is considered resolved.

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.
What an utter waste of time and money. American Home Shield is clearly running a scam. There are zero affiliated contractors in my state, yet they claim to provide service here. What a joke. It took multiple phone calls for them to authorize an outside repair person for my oil furnace. The "guidelines" they provide to refund the repairs give a contact number for authorization, while the service person is on site charging $100-200 an hour, which when called is answered by an incompetent call center. We were given the run around, our call was transferred repeatedly, and was intentionally disconnected twice. The **** repair person at my house became increasingly frustrated and indicated he would be leaving. At that point I told him to go ahead with the repairs, which should be covered by American Home Shield, and I paid over $1,000 out-of-pocket. Obviously, American Home Shield would not honor or refund the repair as we did not follow their "guidelines". Which of course we attempted to do but were intentionally disconnected. Pretty easy to deny a claim when they outright ignore attempts to go through the official process.
Business Response
Date: 03/15/2023
March 15, 2023

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

RE: ***************************; AHS Plan No. *********; BBB Case No. 19590142

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. Although not obligated, in order to resolve this matter amicably, the plan holder may attach the paid itemized invoice for the furnace repair to this complaint. 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. Alternatively, the plan holder may email the requested paid itemized invoice directly to ************************************************************. When the paid invoice has been received and reviewed, AHS will advise further of our position. AHS will await the requested itemized paid invoice.

Thank you for your consideration.

Sincerely,
American Home Shield Corporation
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.
On 03/07/2023 I placed a service call (*********) for my ac unit not working. a contractor came out on 03/09/202 inspected the motor in the attic he wasn't here a good 10min. he told me my ac unit went out because of molding. So American Home Shield would not replace the motor because of what he said it was mold. The next day 03/10/2023 I had a Molding Specialist (Restoration Specialist ************ tech: *************************) come out to *************** for molding and the company told me I had no molding inside my home. So I called for a second opinion (America's Heating and Air ************) to check my unit and was told the motor went out because of normal wear and tear. And my system needs coolant to run properly. It wasn't due to mold which my home doesn't have. I have purchased another motor for $1070 because I have osteoarthritis and my mother has serious health conditions, its been freezing here in Ga. My ac is still not fully repaired because of the problem that caused my ac motor to go out is still not fixed.
Business Response
Date: 03/22/2023
March 22, 2023

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

RE: *******************; AHS Plan No. *********; BBB Case No. 19589747

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 heat pump service request to a resolution. According to our records, the heat pump service request was placed on March 7, 2023. The vendor, Thermal Tech Heating & Air Conditioning reported that the motor failed due to bio growth.

Section I.3. of the warranty provides In regard to mold, mildew,bio-organic growth, rot, fungus, or pest damage, AHS is not responsible or liable for damages from such causes; diagnosis, removal or remediation of such conditions; or repairs or replacements necessitated by such causes; therefore the claim was denied.

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 motor was rightfully denied.

A second opinion was placed on March 13, 2023, as per the plan holder, after the installation of the motor by the independent vendor, the system still did not work. The vendor,Piedmont Mechanical reported that the system was void of refrigerant due to a leak in the line set, causing the system not to heat. AHS authorized the repairs; however, the plan holder is responsible for the refrigerant cost over the contract limit as stated in contract section E.2. AHS will pay up to $10 per pound per occurrence for the refrigerant. Customer is responsible for payment of any costs in excess of $10 per pound. The over-the-contract limit cost for the refrigerant is $1,400.00. This is payable directly to the vendor, Piedmont Mechanical.

As an alternative AHS can offer cash in lieu (***) of repair in accordance with contract section A.5.c. In some instances, AHS may offer you the option of accepting cash-in-lieu of repair or replacement services. This amount offered is based on what AHS would expect to pay (which is substantially less than retail cost) for parts and labor for covered items less the incurred cost of the contractors diagnosis. AHS is not obliged to extend such an offer and you are under no obligation to accept such an offer. If you accept such an offer, you are required to repair the item or provide a new replacement and send acceptable proof of your actual itemized costs to AHS before any reimbursement amount will be paid. The *** offer is $421.25.

Thank you for your consideration.

Sincerely,

American Home Shield Corporation
Customer Answer
Date: 03/22/2023
Attached is the service tech receipt for the ac motor and also have several pictures from Restoration Specialist I called the very next day to check for the molding. The company did NOT find any molding in my home.
Customer Answer
Date: 03/22/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution. I have attached the receipt and pictures from the molding company.

Sincerely,

*******************
426 ***************
******, ** 30680

Customer Answer
Date: 03/28/2023
Terminix! What is this? I do not have terminix this isn't me! what is going on. My issue is with AHS
Business Response
Date: 03/29/2023
March 29, 2023

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

RE: *******************; AHS Plan No. *********; BBB Case No. 19589747

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.

I have reviewed AHS records and the *** check for $421.25 was processed on March 29, 2023. ******************* can expect to receive the check within ***** business days. This matter is considered resolved.

Thank you for your consideration.

Sincerely,

American Home Shield Corporation
Customer Answer
Date: 04/06/2023
That $421.00 check had nothing to do with my initial complaint. AHS and I had agreed upon the reimbursement of my second service call that was made for my ac. My initial complaint was the first tech missed diagnosed my ac and said it was mold. I had a second opinion come in and a restoration company come to my home to check for molding. I had a bad motor and needed it replaced, which I had replaced for $1070. AHS should have replaced it since it was a covered issue. I sent you the receipt regarding this issue. The $421 had nothing to do with my complaint please look over my initial request and document that was sent. My refund should have been $1070 for the replacement of the motor. Please review case again.
Customer Answer
Date: 04/06/2023

Complaint: 19589747

I am rejecting this response because:
Im sending you a separate email regarding my complaint with AHS. The $421.25 does not have anything to do with my initial complaint against AHS. The $421 was agreed upon between AHS to fully complete my ac unit after the I requested to seek my own service tech, which had nothing to do with the first initial call that their ac contractor missed diagnosed my unit and said it was because of molding that my ac motor went out.So I called in a second opinion and also called in a molding specialist to check my ac the very next day. I was told by the molding specialist there was NO mold in my home nor anywhere near my ac. The service tech I called in verified that I didnt have mold, but my motor went bad. So I allowed Americas Heating to replace my motor which cost me $1070, that was my initial complaint.It should have been covered under AHS policy but because my unit was missed diagnosed by the first tech AHS didnt pay. Please go over the communication in my complaint. AHS has not honored their policy. I have attached the receipt for the motor I replaced, and it has a detailed description of the reason why of my ac motor went bad.

Sincerely,

*******************
Business Response
Date: 04/14/2023
April 14, 2023

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

RE: *******************; AHS Plan No. *********; BBB Case No. 19589747

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.

Section C.1.c of the warranty provides AHS will not reimburse for services performed without its prior approval. Therefore,the reimbursement for the blower motor was denied.

Although not obligated, in a final attempt to resolve this matter amicably, AHS has agreed to reimburse the plan holder up to $1,07.00. The plan holder can expect to receive the check within ***** business days. This matter is considered resolved.

Thank you for your consideration.

Sincerely,

American Home Shield Corporation
Customer Answer
Date: 04/14/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution check for $1070.00.

Sincerely,

*******************
426 ***************
******, ** 30680
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.
American Home Shield failed to honor their Contract that we have had in place for 3 1/2 years without any claims. The issue comes down to a covered furnace that is undersized for the space it is heating in cold weather which is 10 degrees Fahrenheit and below. American Home Shield interprets their contact verbiage of covered item malfunction as that the item must be broken vs undersized for the job. Malfunction definition in the ******* Dictionary specifies operating in a satisfactory manner. When the Furnace does not heat the house when it is cold it is not satisfactory. I have tried to escalate the issue through AHS management but I am fire walled from speaking to a Manager or Supervisor.
Business Response
Date: 03/24/2023
March 24, 2023

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

RE: *****************************; AHS Plan No. ********* ; BBB Case No. 19589519

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 allowing us the opportunity to assist with bringing the heat pump service request to a resolution. According to our records, the heat pump service request was placed on March 2, 2023. The vendor, ************* reported that there is no malfunction to the heat pump. The unit is operating to manufacturers specification however the unit is not large enough to heat the extension of the home to include the mother-in-law unit.

AHS is not responsible for upgrades due to lack of capacity or as a result of enlarging a space that that would require additional tonnage to heat and or cool adequately and effectively.

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.

Thank you for your consideration.

Sincerely,

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

Complaint: 19589519

I am rejecting this response because:

Sincerely,

*****************************
Customer Answer
Date: 03/30/2023
I clicked that I was not satisfied with the response. I received the information from ACI specifying what the issue was which was the equipment was not adequate to heat the house when Temperatures were very low. The heat pump and the backup auxiliary heat were not matched correctly to provide enough heat in cold weather. The definition of Malfunction in the dictionary is not operating normally or satisfactorily. The contract did not have Malfunction capitalized signally a specific definition of malfunction according to AHS. The equipment was not operating satisfactorily and I have made no modifications or changes since buying the property and purchasing the home warranty from AHS. Section 4 Coverage under your Agreement is for a Covered Item malfunction occurring during your Agreement Term caused by: subsection d. System installation where component units of the covered item were not properly matched to each other for proper operation.
It appears to me that subsection d. was written for exactly what is wrong with my equipment. The heat pump and auxiliary heat coils were not properly sized when they were originally installed and do not provide satisfactory heat during cold snaps which is in fact a malfunction according to the dictionary.
I would like to speak to someone from the BBB to facilitate a conversation with AHS management and myself.
Customer Answer
Date: 04/05/2023

Complaint: 19589519

I clicked that I was not satisfied with the response. I received the information from ACI specifying what the issue was which was the equipment was not adequate to heat the house when Temperatures were very low. The heat pump and the backup auxiliary heat were not matched correctly to provide enough heat in cold weather. The definition of Malfunction in the dictionary is not operating normally or satisfactorily. The contract did not have Malfunction capitalized signally a specific definition of malfunction according to AHS. The equipment was not operating satisfactorily and I have made no modifications or changes since buying the property and purchasing the home warranty from AHS. Section 4 Coverage under your Agreement is for a Covered Item malfunction occurring during your Agreement Term caused by: subsection d. System installation where component units of the covered item were not properly matched to each other for proper operation.

It appears to me that subsection d. was written for exactly what is wrong with my equipment. The heat pump and auxiliary heat coils were not properly sized when they were originally installed and do not provide satisfactory heat during cold snaps which is in fact a malfunction according to the dictionary.

Sincerely,

*****************************
Business Response
Date: 04/11/2023
April 11, 2023

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

RE: *****************************; AHS Plan No.604643608 ; BBB Case No. 19589519

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

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

After further review, it is found that AHS has previously and accurately advised ***************************** as it pertains to the furnace. AHS is not responsible for upgrades due to lack of capacity or as a result of enlarging a space that would require additional tonnage to heat and or cool adequately and effectively.

Section B.4. of the warranty provides You have the right to request a second opinion of the cause of the malfunction within seven (7) days after AHS informs you that, based on a service contractors diagnosis, a malfunction of a covered Item is not covered by your agreement. AHS shall dispatch a different service contractor to render such second opinion provided that a different service contractor is reasonably available in AHS contractor network in your area.

The plan holder is welcome to confirm on this complaint if they would like to proceed with a second opinion, otherwise,AHS decision stands.

Thank you for your consideration.

Sincerely,

American Home Shield of Washington, Inc.
Customer Answer
Date: 04/13/2023
The issue comes down to what the Contractor did or did not say in their report that they forwarded to me, The Contractor never said that there was no Malfunction. They said the equipment that I have never touched in the 3.5 Years we have been paying the premiums on time every time. If you look up Malfunction in the Dictionary it says not operational or Satisfactorily operating. The furnace does not have capacity to heat enough at low temperatures which is not Satisfactory. I would like to debate this issue with your representative over the phone. Please call me on **********.
Customer Answer
Date: 04/18/2023

Complaint: 19589519

Date Sent: 4/13/2023 6:00:19 PM
The issue comes down to what the Contractor did or did not say in their report that they forwarded to me, The Contractor never said that there was no Malfunction. They said the equipment that I have never touched in the 3.5 Years we have been paying the premiums on time every time. If you look up Malfunction in the Dictionary it says not operational or Satisfactorily operating. The furnace does not have capacity to heat enough at low temperatures which is not Satisfactory. I would like to debate this issue with your representative over the phone. Please call me on **********.
Sincerely,

*****************************
Business Response
Date: 04/25/2023
April 25, 2023

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

RE: *****************************; AHS Plan No.604643608 ; BBB Case No. 19589519

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

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

AHS does apologize for the plan holder's frustration regarding this matter. However, my previous correspondence accurately & correctly stated AHS'position regarding this matter. AHS' position does remain unchanged. If the plan holder wishes to speak with an associate to discuss further, they can contact our Customer ********************** department at ************. Unfortunately, there is nothing further AHS will do with respect to this matter and we will be closing our file.

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.
American Home Shield (AMS) sent out ************************ to check my tankless water heater. It has been running hot and cold. The heater has been running well for 10 years and this issue started about 10 days ago. They diagnosed the problem as 'pre-existing'. AMS denied the repair as a result. I had 2 separate companies come inspect the system and they said it was normal wear and tear. AMS is not allowing a second opinion because they claim there is no other vendor on their side to inspect my system. AMS wants me to pay $4700 to replace the heater. They are offering no alternatives. They won't even allow me to formally appeal. American Home Shield Dispatch number is: *********
Business Response
Date: 03/24/2023
March 24, 2023

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

RE: ***********************************; AHS Plan No. 621824258;BBB Case No. 19589342

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

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

We truly appreciate the valuable feedback from *********************************** and for allowing us the opportunity to assist with bringing the water heater service request to a resolution. According to our records, a second opinion was dispatched on March 24,2023. The vendor, Ambush Construction 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 further as to its position.

Thank you for your consideration.

Sincerely,

American Home Shield of ********* ****
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 contacted this company Dec 24 2022 because my home furnace was not working. I was on hold for 2 hours ,filed my claim and paid my $100 service fee. I was to be contacted by a company they contracted in 24 hours to make this repair. I never received a call back and the voicemail box was full. I callled AHS again to request a different contractor. They said they needed to try to contact them and to give them X amount of time to respond. They didn't call back so I called AHS again after the time had expired to try again. They ended up not finding any contractor to work with and I was told to find my own and to get them to call and get authorization before any repairs. I started calling around and anyone that would answer since this was during the holidays said they will not work with any home warranty company. During this time it's somewhere around -10 degrees at night by the way and I'm at a huge risk much more damage to my home.I finally got a company to come out but they said if we are put on hold for any amount of time the tech will leave. They arrived and I tried to call the number but was put on hold again. The tech finished his first assessment before I was able to get through and I was on the hook for about $400 for parts/labor. They needed to come back a second time to replace another part so in total I was out $1000.After trying to forward these bills and proof of payment to explain what happened after a couple emails they said I could not be reimbursed because the repairs were not authorized.Bare minimum I'm looking for my $100 back since all I got was placed on hold and no work was done. I have a suspicion that they could not find a HVAC company that would work with them in the area so how was I supposed to?
Business Response
Date: 03/15/2023
March 15, 2023

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

RE: *************************; AHS Plan No. *********; BBB Case No. 19588935

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 December 24, 2022, AHS approved the plan holder to hire their own licensed and insured contractor to diagnose the furnace and report their findings directly to AHS ************************* for approval based on the provisions of the warranty plan, prior to implementing any unauthorized repairs. To date, AHS has not received that call from the plan holders outside contractor for approval. Although not obligated, as a one-time courtesy, AHS has agreed to reimburse the plan holder their out of pocket cost ($1,000). AHS request the plan holder reject this response, confirm their proper mailing address, and the check will be processed. Alternatively, the plan holder may email ************************************************************ with their confirmed mailing address, and the check will be processed.

Thank you for your consideration.

Sincerely,
American Home Shield Corporation
Customer Answer
Date: 03/15/2023

Complaint: 19588935

I am rejecting this response because: I am confirming my mailing address as the following for the reimbursement check to be sent to.
*************************
218 *******
******** ** 16229

Sincerely,

*************************
Business Response
Date: 03/21/2023
March 21, 2023

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

RE: *************************; AHS Plan No. *********; BBB Case No. 19588935

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

American Home Shield (AHS) is in receipt of your letter enclosing additional correspondence from plan holder.

AHS has previously received and reviewed plan holder's complaint and stated its position regarding this matter. AHS' position does remain unchanged. A check in the amount of $1,000 is being released by AHS. The plan holder should expect to receive that check within 10 to 14 business days.

Thank you for your consideration.

Sincerely,
American Home Shield Corporation
Customer Answer
Date: 03/21/2023

Better Business Bureau:

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

Sincerely,

*************************
******************
********, ** 16229
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.
Sunday, March 06 our garage door stopped working. Cars locked inside.I immediately placed a service call to American Home Shield, cost $100.00 According to my contract, the garage door spring replacement in covered and should have been replaced at NO additional cost.The contractor assigned by AHS send a technician Monday March 7. But instead of the 2 to 6 pm window, he arrived at.9:50 pm.He agreed immediately that the spring replacement was covered ,but asked me to pay an extra $321.00 in order to proceed.! I disputed that and protested ,but he was going to leave without fixing the door and we needed the cars urgently.So I paid $321.00 .it took him 40 min to fix the problem and left at 10:50 pm.The day after I called ***'s and talked to the manager. She understood and almost agreed that what happent was a "hold up",a " black mail "!! She promised to talk to the headquarters.I also called A H S management the same day and ****** a manager, also agreed that it was not right. He promised to escalate the case. I am 80 years old and Monday March 07 at 10:30 pm I was taken hostage and had no other choice than to pay an extra $321 to get our cars out of the garage.
Business Response
Date: 03/18/2023
March 18, 2023

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

RE: *************************;AHS Plan No. *********; BBB Case No. 19563510

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. After review of the invoice provided by the plan holder, it appears the spring was upgraded. AHS does not provide coverage for upgrades. Which was properly explained to the plan holder on March 7, 2023. Although not obligated, in an attempt to resolve this matter amicably,AHS has agreed to reimburse the plan holders out of pocket cost of $321. AHS request the plan holder reject this response and confirm their proper mailing address. Alternatively, the plan holder may email ************************************************************ with the requested information. Once the requested information has been received, the check will be processed.

Thank you for your consideration.

Sincerely,

American Home Shield of *******, ****

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