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
- 18,430 total complaints in the last 3 years.
- 4,985 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:04/29/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
American Homeshield was supposed to refund me two payments of ***** with in 10 days and I have only received one in the photos attached . They said give it time but its past the allotted time. I have been fighting with them for months and I just want what they say they will do. Attached is All the information. Missing is the additional payment of *****
Business Response
Date: 05/10/2023
Date:May 10, 2023
***************************
BBB of the Mid-South
************************************;
*******, ** 38125
RE: *********************************; AHS Plan No.613399728; BBB Case No. 19999071
Dear ***************************:
American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.
Thank you for the opportunity to assist ******************** with her complaint. I have reviewed AHS records and find that the proper paperwork was submitted for the reimbursements, however records show that only one payment was reversed back to the original payment method. I have resubmitted the reimbursement request for $84.99. ******************** should allow ***** business days to receive the reimbursement.
Sincerely,
American Home Shield CorporationCustomer Answer
Date: 05/10/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.
Sincerely,
*********************************227 *********************, ** 36067Initial Complaint
Date:04/29/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
AHS is only willing to pay a fraction of the repair costs for our **. Previously we had settled for a cash out payment with our water heater, the payment was made prior to the repair. They refuse to pay a cash out deal prior to this repair because it isnt plumbing. If we we go on a payment plan with a contractor to replace the ** they refuse to pay anything at all,Business Response
Date: 05/06/2023
May 6, 2023
*************************************
BBB of the Mid-South
*******************************
*******, ** 38125
RE: *****************************; AHS Plan No. *********; BBB Case No. 19998654
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, AHS has agreed to process the cash in lieu offer ($1,075.00) prior to receiving the paid invoice. AHS request the plan holder confirm their proper mailing address on this complaint, and the check will be processed.
Thank you for your consideration.
Sincerely,
****************
American Home Shield CorporationCustomer Answer
Date: 05/07/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.
Sincerely,
*****************************28 ***************************, ** 63303Initial Complaint
Date:04/28/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Absolutely HORRIBLE CUSTOMER **********************!!! NEVER SENT OUT A SERVICE TECHNICIAN FOR MY TICKET AND THEN TOLD ME IT WAS CANCELLED AND I'D NEED TO SUBMIT ANOTHER ONEBusiness Response
Date: 05/11/2023
Date: *** 11,2023
*************************************
BBB of the Mid-South
************************************;
*******,** 38125
RE: *****************************; AHS Plan No.; BBB Case No. 19996143
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 was unable to locate a contract with the property address or phone number listed on the complaint. If ****************** could please provide the contract number, property address and or phone number associated with the account so that I can better assist her with her complaint.
Sincerely,
Schawanna B.
American Home Shield of *******, Inc.Initial Complaint
Date:04/27/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Monday, April 24th I had someone come out and look at my refrigerator. The technician stated AHS would have to replace my refrigerator because the freezer door was not longer made by the manufacturer and it could not be replaced. I googled the information and found the same thing on the Whirlpool website. It states "this part is no longer being manufactured and cannot be ordered" However, I am told by AHS it will take a minimum of 72 hours for AHS to make that determination, then it will take another ******************************** Meanwhile I am without a working freezer with a frozen chunk of ice dethawing on the floor of my kitchen. I can't move the refrigerator outside because I do not have anywhere to plug it up and I will lose all of the food in my refrigerator. It's as if AHS never wants to fulfill their end of the contract when it comes to replacement. They want to make it as inconvenient as possible for the customer so they give up and go buy a refrigerator. This is not the first time I have been screwed over by AHS on a claim. All I want is for them to get me a new refrigerator as diagnosed by the technician. I will also add customer ********************** is so rude. I ask a question and they say "yeah" not even yes ma'am. They tell me they are a supervisor when I hear them speaking in a call center. It is ridiculous that you can't get a real person on the phone when you have an issue. The "supervisor" ****** is the rudest person I have ever dealt with. Please just get me my new refrigerator as soon as possible. It is ridiculous I will have to wait over a week before it is even ordered.Business Response
Date: 05/04/2023
May 4, 2023
*********
BBB Serving the Mid-South
************************************************************
RE: ***************************, AHS Plan No. 620992098;BBB Case No. ********
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.
On April 24, 2023, a service request was placed for a refrigerator/ice maker and Books Appliance Repair was dispatched to diagnose any problems. On April 27, 2023, it was reported to AHS that replacement parts were no longer available and AHS authorized the replacement of the refrigerator. ************ may contact AHS ********************* directly at ************** should any further assistance be required with respect to the refrigerator replacement.
Thank you for your consideration.
Sincerely,
AMERICAN HOME SHIELD CORPORATION
********************;
Claims Resolution Specialist
******************************************************************************
Fax:************
Email: ************************************************************Customer Answer
Date: 05/04/2023
Complaint: 19989660
I am rejecting this response because: When you call the phone number you get a call center person that barely speaks English. They cant give you any information other than wait 10 to 14 days. I still dont have a new refrigerator. It has now been one week since my freezer door was cut off. No one seems to know when it will be received. I hope you never have to go 2 weeks without a freezer.
Sincerely,
***************************Customer Answer
Date: 05/04/2023
Complaint: 19989660
I am rejecting this response because: When you call the phone number you get a call center person that barely speaks English. They cant give you any information other than wait 10 to 14 days. I still dont have a new refrigerator. It has now been one week since my freezer door was cut off. No one seems to know when it will be received. I hope you never have to go 2 weeks without a freezer.
Sincerely,
***************************Business Response
Date: 05/08/2023
May 8, 2023
*********
BBB Serving the Mid-South
************************************************************
RE: ***************************, AHS Plan No. 620992098;BBB Case No. ********
Dear Ms. ********************************** (AHS) is in receipt of your letter enclosing additional correspondence from *********************
As previously stated, AHS authorized the replacement of the refrigerator/ice maker on April 27, 2023, as replacement parts were no longer available. On April 27, 2023, ************ accepted the replacement refrigerator that AHS ********************* offered (GNE27JYMFS)and the replacement refrigerator was ordered with an estimated arrival date of May 8, 2023. Should ************ require any further assistance will respect to the refrigerator replacement, she may contact AHS ********************* directly at **************.
Thank you for your consideration.
Sincerely,
AMERICAN HOME SHIELD CORPORATION
********************;
Claims Resolution Specialist
******************************************************************************
Fax:************
Email: ************************************************************Initial Complaint
Date:04/26/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My washing machine broke on April 9, 2023. An AHS vendor responded to my home and I paid the $150 service fee. AHS said that my washing machine was not covered because of misuse. I disputed that and they sent another vendor who said that it was a part that needed replaced and not misuse. To this date 4/26/23, my machine is still broken and no one has come out. I bought a new machine and they offered a cash out, then refused to cash me out. I asked them to cancel my contract because they are not fixing my machine and they want me to pay a cancellation fee. I want the money back that I have paid them for the service fee and the service contract that they failed to provide service on.Business Response
Date: 05/06/2023
May 6, 2023
***************************
BBB of the Mid-South
*******************************
*******, ** 38125
RE: ***************************************; AHS Plan No. *********; BBB Case No. 19987610
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 April 26,2023, AHS was advised the plan holder wanted a cash in lieu of AHS cost to repair the washer, instead of having it repaired. On April 30, 2023, AHS offered our cost of the repair ($169.98). On May 4, 2023, a check (# ********) in the amount of $169.98 was released by AHS. The plan holder should expect to receive that check within 8 to 12 business days. Although not liable to do so, AHS has agreed to reimburse the $125 trade service call fee paid for this service request. The plan holder can expect to receive that reimbursement within 10 to 14 business days.
On April 26, 2023, the plan holder requested to cancel the warranty plan. The warranty plan was cancelled per their request, and in accordance with the provisions of the warranty plan. Therefore, the plan holder is responsible to the administrative fee. Although not obligated, AHS has agreed to waive the remaining balance due on the warranty plan ($9.61). The plan holder *** disregard any ******** that *** cross via mail and/or email regarding that cost. AHS will not comply with the plan holders demand to reimburse the rightfully due contract cost paid for the duration of the active warranty plan.
Thank you for your consideration.
Sincerely,
****************
American Home Shield CorporationInitial Complaint
Date:04/26/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
AHS is a home warranty product. I have been a customer since 2016. I opened a new claim for a leaking pipe in my shower on 4/15/2023, and paid my $100 Deductible. AHS assigned ********************* who was scheduled to come out to my home on 4/20/2023. ********************* called 4/19/2023 to say the assigned plumber in my area had a family emergency and needed to be rescheduled. They rescheduled for 4/25/2023 between 8am and 12pm. After 4 calls to *********************, their dispatch advised they contacted American Home Shield to advise they do not cover my area. When I logged into the www.ahs.com website on 4/25/2023, it said they were assigning a provider. It is now the end of the day on 4/26/2023 and no provider has been assigned. I called American Home Shield at both the toll free numbers on the website and in my contract. Their IVR states "press 1" for the status of a claim. The next menu does not provide any way to check the status or request to speak to someone. It says press 1 for payments, press 2 if you are a realtor or selling/buying a home, press 3 to update coverage or cancel. I chose # 3 to get someone one the phone. I explained, this situation, also relaying this happened on my last plumbing claim which required a BBB complaint to resolve over a 30+ day period. The representative verified my information and then repeated exactly what I had said about the website note "assigning a provider." After repeating this needed to be escalated several times and the rep not understanding, I asked for a supervisor. The *** rep asked me to hold while he noted the account and then he would transfer me to a Supervisor. After several minutes holding, the representative returned and said there were no supervisors available and I would receive a call back in 24 hours. I would like some urgency and response. A leaking pipe can cause additional damage to my home that AHS will not cover. If I need to find a plumber, pay, and submit for full reimbursement, I am willing to do that.Business Response
Date: 05/08/2023
Date: *** 8,2023
*******************;
BBB of the Mid-South
************************************;
*******,** 38125
RE: *********************************; AHS Plan No.612850808; BBB Case No. 19987005
Dear Ms. **************************************** (AHS) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.
Thank you for the opportunity to assist ************************** with his complaint. I have reviewed AHS records and found that the service request was assigned to Rice Plumbing on 05/05/2023 and the vendor will contact ************************** directly to schedule an appointment or he can contact the vendor at ************.
As a courtesy, AHS will reimburse the $100 trade service fee. ************************** will receive the reimbursement back to the original payment method in ***** business days.
Sincerely,
American Home Shield CorporationInitial Complaint
Date:04/26/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This particular ** unit has been service by AHS Technicians several times in which I am now seeking a permanent solution to this ongoing problem with no more patch jobs. On 04/20/23, AHS was called again to work on the ** unit after their contractor had supposedly diagnosed a bad motor and circuit board in which he replaced. On 04/21/23, Dunway Construction HV** was emailed for a submittal of their findings in order for AHS to authorize a second opinion since the initial diagnosis and repairs didnt solve the problem.On 04/21/23, Dunway HV** Technician (****) diagnosed a small leak but couldnt find or confirm where it was coming from. He suggested putting 7-9 Lbs of Freon into the unit and adding Stop Leak to patch the leak. He tested the Freon and told me it was at 50. He also, suggested the leak could be from a a value or gasket. The unit gave a message of a power out Error E73. **** left without connecting the ** wire. Tri-County HV** (2nd Opinion) Tech says Stop Leak will only work for units needing LESS than 3Llbs of Freon.A second opinion was rendered by ****** (Tri-County HV**). He didnt find any Freon leaks, or anything around the valves or capillary tube, nor anything with the evaporator coils. He only saw OIL on the condenser coil around the bottom of the unit and he took pictures of this. He recommended replacement of the unit due to the age of the system.**** at corporate says the unit needed refrigerant and I have to pay the cost before they would repair the condenser coil leak. First, this cost is over $500 and more importantly Dunway HV** couldnt hear or see a leak but says the leak is on the inside of the coil. However, they are asking me as the warranty issued homeowner to pay for something that will not permanently solve this problem. ******* with ***************** says she was told by ***************** was not enough to replace the unit and suggests putting 7Lbs of Freon with Stop Leak to repair. Please help me with this matter.Business Response
Date: 05/09/2023
May 9,2023
*********
BBB of the Mid-South
*******************************
*******, ** 38125
RE: *************************; AHS Plan No. *********; BBB Complaint Case No. 19986761
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.
Thank you for providing the complaint from ************** regarding the request for his air conditioner;we appreciate being able to address the concern.
AHS has reached out to ******* Construction and HVAC to discuss the matter. The contractor confirmed when out on the original appointment, the refrigerant levels were not low, when returning for the recall, almost all of the refrigerant had leaked out of the system. After performing the authorized leak detection, they found no visible leaks and the system is not making any noises that would indicate a leak.
Resolving the issue will require recharging the system with refrigerant and leak stop,and replacement of the unit is not required. Section E.1 of the warranty agreement states that AHS will pay up to $10 per pound per occurrence for refrigerant, and the customer is responsible for payment of any costs in excess of $10 per pound. AHS is refunding the $125.00 trade service call fee to the original payment method. Processing will be complete in ***** business days, and Mr. ****** banking institution can confirm receipt and advise when the funds will be applied.
AHS does apologize for any frustration experienced and looks forward to resolving the issue. If there are additional questions or concerns, AHS is available at your convenience.
Thank you for your consideration.
Sincerely,
******************
American Home Shield CorporationCustomer Answer
Date: 05/11/2023
Complaint: 19986761
I am rejecting this response because:In response to ****************** of AHS statement;
1. I have an annual HV** inspection contract with ************** Service. An inspection was completed on 3/23/23. The technician indicated that the **** ** unit was in need of a fan motor. He was unable to check Freon levels due to inoperable fan motor. Since I have a home warranty with AHS, I placed a repair order. (SEE ATT**HMENT)
2. On 3/24/23 Dunway Construction was contracted by AHS to repair ** unit. The technician (****) was informed of the inspection performed by Tri-County and that the **** unit was in need of a fan motor. However, he performed his own inspection and concluded that it was the circuit board needing replacement instead of a fan motor. He was unable to perform Freon levels due to fan motor being inoperable.
3. On 4/7/23 Dunway HV** returned and installed a circuit board. However, the ** unit was still not working. After further inspection, he concluded that the fan motor needed to be replaced.
4. O 4/7/23 ****** returned and installed a new fan motor. However, he left without checking to see if unit was cooling properly or run any further tests.
5. I contacted Dunway HV** and informed them ** unit was not cooling or heating, but just running at same temperature. ******* informed me to contact AHS for a recall inspection.
6. On 4/21/23 I contacted AHS and informed them of ** still not cooling. AHS placed a recall inspection by Dunway HV**.
7. On 4/21/23 Dunway HV** technician (****) came to inspect ** unit. He concluded that the unit wasn't cooling, outside condenser coil had a small leak inside coil, pressured unit with nitrogen only failed 10 PSI over 30 minutes period. He couldn't hear or see a leak. Failure reason normal wear and tear. The technician recommended that ** unit needed 7-9 pounds of Freon coolant along with Stop-Leak in order to stop the leak. (SEE ATT**HMENT)
8. I paid out-of-pocket for a second opinion. On 4/21/23 TRI-County technician came out to inspect ** unit for leak. He checked the ** unit and couldn't find any leaks. However, he found oil on the condenser coil around the bottom of the unit; an indication of a faulty condenser coil. Pictures were taken and he recommended replacement of the unit due to the age of the unit. He also informed me that Stop-Leak will not stop a leak of an ** unit that requires more than 3 pounds of Freon coolant. During the course of several years AHS contractors have came out to inspect the same ** unit and add 1-3 pounds of Freon coolant; but never 7-9 pounds. (SEE ATT**HMENT)
We are seeking a resolution and hope we can resolve this matter without going to mediation.
Sincerely,
*************************Business Response
Date: 05/15/2023
May 15,2023
*********
BBB of the Mid-South
*******************************
*******, ** 38125
RE: *************************; AHS Plan No. *********; BBB Complaint Case No. 19986761
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.
Thank you for the follow up from ************** regarding the request for the air conditioning;and look forward to resolving the matter.
After reviewing Mr. ****** contractor information, the document does not include a mechanical failure with the system. It says that oil was observed on the condenser coil around the bottom of the unit and should be replaced due to age. In order to resolve the matter, AHS will agree to place a second opinion for a different company to perform an independent diagnosis. ************** will receive a copy of the request once the assignment is compete for his records. When the contractor's report is received, AHS will review and advise ************** regarding the concern.
Thank you for your consideration.
Sincerely,
******************
American Home Shield CorporationCustomer Answer
Date: 05/15/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.
Sincerely,
*************************21 ******************************, ** 39402Initial Complaint
Date:04/26/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I submitted a request for leak repair in Dec 2022 someone was dispatched Jan 2022. The technician made 3 small holes in the ceiling of the downstairs family room the technician stated that would put some glue on the drain and within 24 hours I could put the cap back on and someone from American Shield would come out to fix the ceiling then left. I didn't hear anything so I called American Shield to determine when someone would come out and repair the ceiling I was told that the agent would submit a request for someone to reach out to the company and then call me back. I didn't hear anything but I gave it some time being that I was advised that due to the pandemic American Shield was behind and because it wasn't something terrible I was okay with allowing time. I used the tub in April 2023 and the leak was still there. I called wanting to have someone come again since the leak was never fixed. I was then told that I could create another ticket and pay for someone to come out because I had exhausted the allowed 30 days. I then protested that I was never informed of this 30-day policy to which I brought up the fact that I had never heard anything back about the ceiling which was also never repaired. The agent looked at the notes and stated that the plumbing company stated there were no holes made during the repair but a valve was replaced. I asked how it would have been possible to repair a valve in a tub without not making any holes. The agent stated that didn't know and would have a supervisor call me back. I got a call back from ******** who stated the same thing and decline to provide me additional assistance or an option for me to submit a complaint. I am requesting American Shield to make arrangements for someone to come out and repair my leak and fix my ceiling at no additional cost to me. I have spoken with the plumbing company and was told after seeing the picture and videos that would reach out to update the response but I haven't heard anything.Business Response
Date: 05/08/2023
May 8, 2023
*********
BBB of the Mid-South
************************************;
*******,** 38125
RE: *******************************; AHS Plan No. *********; BBB Case No. 19637143
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.
We truly appreciate the valuable feedback from ********************************* and for allowing us the opportunity to assist with bringing the leak service request to a resolution. We hate to hear the interactions with ** have been less than satisfactory. AHSs records reflect Ms. ********* AHS plan became effective on January 14, 2022, with an expected expiration date of January 14,2023. On December 23, 2022, the leak service request was dispatched to *************** to diagnose any problems. The technician reported the services were completed on December 30, 2022, and he cut three access holes in the ceiling to complete the repair. A continuation service request has been dispatched to ************* Drywall to repair the three access holes that were created by *************** on December 23, 2022. ******************** will be contacted soon to schedule the repair appointment.
Section D-2 of ************************ AHS plan provides that if a particular repair or replacement fails within 30 days, AHS will send a Service Contractor to repair the failure and you will not be charged an additional Trade Service Call Fee. Section A-2 of ************************ AHS plan provides that coverage under this contract includes normal wear and tear malfunctions during the contract term (as defined in Section B). The 30 days recall period has expired, and Ms. ********* AHS plan was not renewed. However, A continuation service request has been dispatched to ************* Drywall to repair the three access holes that were created by *************** on December 23, 2022.******************** will be contacted soon to schedule the repair appointment.Unfortunately, AHS is unable to create a new leak service request.
Thank you for your consideration.
Sincerely,
American Home Shield of **********, Inc.
*****************************
Claims Resolution SpecialistBusiness Response
Date: 05/08/2023
May 8, 2023
*********
BBB of the Mid-South
************************************;
*******,** 38125
RE: *********************************; AHS Plan No. *********; BBB Case No. 19990178
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.
We truly appreciate the valuable feedback from ********************************* and for allowing us the opportunity to assist with bringing the leak service request to a resolution. We hate to hear the interactions with ** have been less than satisfactory. AHSs records reflect Ms. ********* AHS plan became effective on January 14, 2022, with an expected expiration date of January 14,2023. On December 23, 2022, the leak service request was dispatched to *************** to diagnose any problems. The technician reported the services were completed on December 30, 2022, and he cut three access holes in the ceiling to complete the repair.
Section D-2 of ************************ AHS plan provides that if a particular repair or replacement fails within 30 days, AHS will send a Service Contractor to repair the failure and you will not be charged an additional Trade Service Call Fee. Section A-2 of ************************ AHS plan provides that coverage under this contract includes normal wear and tear malfunctions during the contract term (as defined in Section B). The 30 days recall period has expired,and Ms. ********* AHS plan was not renewed. However, A continuation service request has been dispatched to ************* Drywall to repair the three access holes that were created by *************** on December 23, 2022. ******************** will be contacted soon to schedule the repair appointment. Unfortunately, AHS is unable to create a new leak service request.
Thank you for your consideration.
Sincerely,
American Home Shield of **********, Inc.
*****************************
Claims Resolution SpecialistCustomer Answer
Date: 05/09/2023
Complaint: 19986188
I am rejecting this response because: the dispatched company did not repair the leak how are you going to repair the drywall but not the leak if I have to pay someone to come out an repair the leak seprately are they still going to repair the dry wall ?
Sincerely,
*********************************Business Response
Date: 05/12/2023
May 12, 2023
*********
BBB of the Mid-South
************************************;
*******,** 38125
RE: *********************************; AHS Plan No. *********; BBB Case No. 19990178
Dear Ms. **************************************** (AHS) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.
Thank you for the additional feedback from ********************************* about the leak service request to a resolution. The technician from *************** reported the services were completed on December 30, 2022, and he cut three access holes in the ceiling to complete the repair. ******************** did not contact AHS within the 30-day recall period, and unfortunately, AHS is unable to create a new leak service request.
To amicably resolve this matter, a continuation service request was dispatched to ************* Drywall to repair the three access holes that were created by *************** on December 23, 2022.
A-5.c of the AHS plan provides that 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
Suppose ******************** prefers not to allow ************* Drywall the opportunity to complete the repair of the three access holes that were created by ***************. In that case, the plan holder does have the option to request the cash in lieu of ************ ******************** decides how she would like to move forward with the continuation service request, we highly recommend she contacts AHS's Customer ********************** Division for assistance.
Thank you for your consideration.
Sincerely,
American Home Shield of **********, Inc.
*****************************
Claims Resolution SpecialistInitial Complaint
Date:04/25/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I've written to you about AHS before and they just don't learn.1. They have repeatedly failed to honor their contract with ** on either of the two properties they covered in ***** *****.2. I only recently received reimbursement for a botched electrical repair job at *************************************** in *****.3. I only recently received reimbursement for the new microwave I purchased in September 2021 that they were supposed to cover under their contract with ** at ****************************************************4. I had to threaten legal action, in addition to BBB complaints, to get these payments.5. Now, they're claiminng I owe them money because I cancelled the contract they have refused to honor. Unbelievable!! they need to leave ** alone and go away.Business Response
Date: 05/08/2023
May 8, 2023
************************;
********************************************
RE: ******************; AHS Plan No. *********, BBB Complaint Case No. 19981121
Dear ***************************:
American Home Shield (AHS) is in receipt of your letter, advising of the above referenced complaint. The letter has been forwarded to me for review and response.
Thank you for sharing Mr. ***** feedback and we apologize for any frustrations and inconveniences he may have experienced. Our records indicate that on 4/25/23 per his request his contract was cancelled in full, per his contract section L item 4d; If the customer or ********************** cancels the contract after the 30th day following the beginning of the contract term: 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. On 5/8/23 paperwork was submitted to waive the early administration cancellation fee in the amount of $41.14; please allow ***** business days for processing. On 5/8/23 a Do Not Solicit form was submitted please allow ***** business days for processing.
Thank you for your consideration
Sincerely,
**********
American Home Shield of *****Customer Answer
Date: 05/08/2023
Complaint: 19981121
I am rejecting this response because:As was clearly stated, and once again AHS shows what morons they are, they repeatedly breached out contracts at both properties - refusing to do work, doing shoddy work and most importantly refusing for over a year to reimburse ** for the microwave oven that was purchased by ** when they refused to do so. This identical to the scene in Animal House in which fraternity pledges are forced to hold their ankles while they are beaten on the buttocks and the pledges are forced to change, "thank you sir, may I have another?" AHS are clowns w ho want to get paid for doing nothing. They have done nothing, committed repeated fraud and have breached any contract they allege was or is in place.They can drop this now, or we will go to Collin County District Court and *** them for $10,000 for their breech. Their choice. Either way, people need to know these people don't live up to their end of the contracts they expect their customer to abide by. They h ave incurred no expense (since they don't even return phone calls) and therefore have no damages.
Sincerely,
*****************Initial Complaint
Date:04/24/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have a home warranty with a deductible of $100. Our sump pump stopped working around April/May last year, and the service provider sent out to our home through American Home Sheild was *******************. The tech came and supposedly replaced our pump with a new pump and assured ** that it would last for ten or more years. However, it stopped working this year at the beginning of April, not even a year later. The failed sump pump resulted in my basement flooding and causing over $15,000 in water damage, for which I have an insurance claim now with a deductible of $2000. On 4/4/2023, the sump pump was replaced; however, the noise from the pump was unbearably loud. It wakes ** out of our sleep. I put in another service request. The contractor noticed the pump was loud and asked the warranty company to replace it. AHS refuses to replace it because they say it's working fine. We cannot relax in our home with this loud noise echoing throughout the house. Please help me with this.Business Response
Date: 05/03/2023
May 3, 2023
***************************
BBB of the Mid-South
*******************************
*******, ** *****
RE: *********************; AHS Plan No. 610064248;BBB Case No. 19975247
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 sump pump service request to a resolution. According to our records, the sump pump service request was placed on April 4, 2023. The vendor, ************** reported no malfunction with the sump pump.
Section A.2. of the warranty provides Coverage under this contract includes normal wear and tear malfunctions during the contract term (as defined in Section B). Therefore, no repairs and /or replacement was authorized.
On May 3, 2023, AHS dispatched a second opinion to ***** the Plumber, Inc. AHS relies on the diagnosis from our licensed technicians to determine the course of action for repair or replacement of a covered item. Once the diagnosis is received, AHS will advise the plan holder further as to its position.
Thank you for your consideration.
Sincerely,
American Home Shield of *********, Inc.
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