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
- 18,415 total complaints in the last 3 years.
- 4,981 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:04/24/2023
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.
Awful communication. Staff does not take notes. Delays in calls (weeks). Have had to call them over 25 times for the same issue since the year started. Several times they said I had an appt scheduled and techs never showed up, and then later find out the appt they stated was never in the system.
Business Response
Date: 05/02/2023
May 2, 2023
*************************************
BBB of the Mid-South
3693 *************
*******, ** *****
RE: *************************; AHS Plan No. ********* ;BBB Case No. 19974530
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 dryer service request to a resolution. According to our records, the vendor, Strong River Heating, and A/C reported that the motor and the heating element needed to be replaced. AHS authorized the repairs on April 27, 2023, and repairs were completed on April 29, 2023.
Although not obligated to do so, in an effort to amicably resolve this complaint, AHS will refund the service fee paid. The plan holder can expect to receive a credit in the original form of payment within ***** business days.
Thank you for your consideration.
Sincerely,
American Home Shield CorporationInitial Complaint
Date:04/22/2023
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 with AHS for more than 8 years and on Apr 18, my kitchen sink have a stopage, so I open a service ticket with AHS, and a contractor (allout plumbing) is assigned and come on Apr 20, and after the contractor look at the problem, instead of use normal way of unclog the sink (use a snake or something similar) just like all the plumbers will do, he said he want to replace the plumbing and AHS won't cover it. I ask him why he didn't just unclog it, he said he is afraid of the recall, which doesn't make sense. And so the contractor left without fix the issue, and he file a report with AHS said it need to install the kitchen clear out which AHS said it is not covered so AHS deny the repair request. I spoke with a few license plumbers, they all said they can come and unclog and kitchen clear out installation is not mandatory (as matter of fact most of homes in my neighbor don't have kitchen clean out) and they warrnty their work for 90 days. So the question is why AHS didn't force the contractors to do all the other license plumber will do to just clear out the clog, instead listen to the nonsense that their contractor suggest, so that they don't need to fix the problem and still happily take my insurance money for the past 8 years ($600+ * 8) and including the $100 service fee. I think they should ask the contractor to come back and fix the issue just like all the other plumber will do, if not please refund part of my 8 years of contract fee and service fee.Business Response
Date: 05/04/2023
Date: *** 4,2023
*******************;
BBB of the Mid-South
************************************;
*******,** 38125
RE: *****************; AHS Plan No.615266658; BBB Case No. 19970547
Dear Ms. **************************************** (AHS) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.
Thank you for the opportunity to assist ********** with his complaint. I have reviewed AHS records and found that a service request for a stoppage and garbage disposal was placed on 04/18/2023 and assigned to All-Out Plumbing for service.The vendor reported the diagnosis to AHS on 04/21/2023 advising that the member has a stoppage under the kitchen sink drain. The technician advised AHS that the member did not have a cleanout and that a cleanout would need to be installed. AHS denied the repair as the contract does not cover installing a clean-out.
********* was offered a second opinion if he did not agree with the diagnosis but declined the offer.
AHS relies on the diagnosis of the technician to determine the course of action for the repair as they are the professionals visiting the home and diagnosing the issue. AHS offers a second opinion in the event that the member does not agree with the diagnosis.
Records show that a new w/o was placed for the stoppage and the stoppage and assigned to On It Plumbing for service. The vendor reported the diagnosis to AHS advising that the drain line has worn out over time causing a leak under the sink. The technician advised that he would have to modify the sewer line to resolve the issue. ********** was notified of the non-covered $250 sewer line modification.Per ************ contract section I4b, it advises that AHS does not cover the costs of construction, carpentry,or other modifications necessary to remove, relocate, or install equipment.
********** can contact the vendor directly to accept the charges and move forward with the repair.
Sincerely,
American Home Shield of *****, Inc.Customer Answer
Date: 05/06/2023
Complaint: 19970547
I am rejecting this response because: As you can see the same problem with two different diagnosis, but either way AHS just find the way to not paying it. I am going to restate the same that my house pass the inspection when I purchase my home more than 10 years ago. and have been insuring with AHS after year 1. I am not asking to install a kitchen clearout (which the first company said it need and AHS agree, hence reject the claim). The 2nd company AHS assign told me a kitchen clearout is not required. but he will let AHS know what should be done, and it is between me and AHS to agree whether it is cover or not. Again AHS find execuse not to cover. i am asking the problem to fix. And if the drainline worn out overtime then fix it. (See the Attached FAQ from AHS that I capture from AHS website, it make me believe that wear and tear is covered according to this, otherwise AHS can pretty much deny every claim. I didn't ask for modification of anything, so I believe the problem should be covered by AHS, instead of finding execuse not to cover.
Sincerely,
*****************Business Response
Date: 05/15/2023
Date: *** 15,2023
*******************;
BBB of the Mid-South
************************************;
*******,** 38125
RE: *****************; AHS Plan No.615266658;BBB Case No. 19970547
Dear Ms. **************************************** (AHS) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.
AHS previously and accurately advised ********** as it pertains to the stoppage service request. AHS contacted the vendor to confirm the modification needed and was advised that the corrugated line was stretched over the sideways p-trap causing the leak and would need to be modified to correct the issue.
AHS will stand on its decision as modifications are not covered.
As a courtesy to resolve this complaint AHS will reimburse the $100 trade service fee. ********** will receive the reimbursement back to the original payment method in 10-14business days.
Sincerely,
American Home Shield of *****, ****Customer Answer
Date: 05/18/2023
Complaint: 19970547
I am rejecting this response because I didn't ask for modifcation, the house pass inspection, and no modification have been done since I move into the house, and after all these year of paying fees, you have two different contractor send by AHS contradict each other and I am requesting to hire my own contractor to fix the problem if AHS is not willing to fix it. (Otherwise AHS should be inspecting the home before they even offer the insurance, I will consider this is false advertisement, and they should be be required to either fix the issue or allow me to hire my own contractor to fix the issue and paying for the cost of fixing the issue) Not sure why AHS is dragging their feets on this.
Sincerely,
*****************Business Response
Date: 05/24/2023
Date: *** 24,2023
*********
**************************************************************
RE: *****************; AHS Plan No.615266658;BBB Case No. 19970547
Dear *********:
The modifications are not modifications that the member asks for, the modifications are things that necessary in order for the technician to make the repair. And as previously advised the contract does not cover for any modifications necessary to repair a covered item.
If you are in possession of a diagnosis from a licensed and insured plumbing company that contradicts the diagnosis provided to AHS you may forward the detailed information to me for review. The requested information should include a breakdown of the estimate for the repair, as well as the technicians diagnosis of what caused the failure. When I have received and reviewed the requested information, I will advise you of AHS position regarding this matter.Otherwise, based on the information in our possession, I find that repairs were rightfully denied.
Sincerely,
American Home Shield of *****, Inc.Customer Answer
Date: 05/29/2023
Complaint: 19970547
I am rejecting this response because: I will try to again stay the fact that if you are an insurance company and you mention the failure caused by wear and tear is not excluded and you have continue to charge the insurance premium for more than 9 years, and then when the things didn't work and needs repair, you said sorry, I can't do the repair without doing some other thing first, that just doesn't make sense. (every insurance company that do that will be out of business for false advertisement) not sure why you still don't agree to repair it and set up roadblock after roadblocks.
Sincerely,
*****************Initial Complaint
Date:04/21/2023
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 4/4/2023, I requested service for my pool from my home warranty company, American Home Shield (AHS). My pool operating display system stopped working, AHS contacted C &J Pool Services and they called me the next morning to schedule service for that same day. When the Tech looked at the panel, he also diagnosed the filtration system because we had poor water flow, and the filtration system wasnt working. He said we needed filtration cartridges. It was added to the estimate- as it is imperative to have the filtration system operating properly. On 4/5, the estimate was sent to AHS. I received a text from AHS on 4/7 that a service estimate was being processed. On 4/10, I received the same text. On 4/11, I decided to call AHS. A foreign customer ********************** call center rep said the service estimate was being handled by the authorization department, and everything would be wrapped up within the next 1-2 days. No one contacted me. 4/18, I called and spoke to another foreign call center rep that said the estimate was still with the authorization department. And that C&J needed to contact that ***** because the estimate was submitted to customer **********************, and not the authorization ***** *************** give me the authorization depts phone number. 4/19 I called to file a complaint, but customer ********************** rep. ******* give me the phone number. On 4/20 I called and was told the estimate was approved for the panel but not the filtration cartridges. Even though on 4/11 I was told it was covered. My bank account was debited $100.00 on 4/7 for a service fee but no service has been rendered. My pool hasnt been fixed, and it will most likely be a month from service request date to have the issue resolved, as C&J has to order a part for my pools panel display system. This is beyond frustrating. I want AHS to uphold our contractual agreement- pool filtration systems are included in my warranty and are part of the plumbing pipes, wiring, plumbing, and electrical.Business Response
Date: 05/04/2023
Date: *** 4,2023
*******************;
BBB of the Mid-South
************************************;
*******,** 38125
RE: ***************************- *******; AHS Plan No.611559878; BBB Case No. 19968753
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 her complaint. I have reviewed AHSrecords and found that a service request for the pool electrical was placed on 04/04/2023 and assigned to C & J Pool Service & Repair for service. The vendor reported the diagnosis to AHS that the pro logic screen shorted out and will not allow the system to function. The technician advised AHS that the filter cartridge element was cracked and will not allow the system to work properly.
AHS authorized the covered pool electrical repair and notified ********************************** of the non-covered cartridge repair.
Per ******************- Claytons contractual agreement section A1, it advises that the filtration medium is not covered. AHS accurately advised ********************************** of the non-covered costs per her contractual agreement.
If ********************************** would like to move forward with the repair, she can contact the vendor and agree to the non-covered charges associated with the repair.
Sincerely,
American Home Shield of **********, ****Initial Complaint
Date:04/21/2023
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.
We moved to a more rural area. We contacted American Home Shield for our water heater that went out. They charged us the $100 fee to set up services. They then said they could not find anyone in our area they contract with. They informed ** to find a repair company and submit a quote for approval. We followed their steps. Every follow up phone call and email (more than a dozen for verification their received the quote, plus follow up to get approval) resulted in them stating they did not receive our information. The calls grew escalated and miraculously they found our emails. They stated the service was approved, but we would have to pay out-of-pocket and then be reimbursed. Quite a substantial cost plus they took the $100 to find a service; a job they should have completed. It has been over a month without communication and again follow up calls state they can't find our claim. We had been happy customers for more than 7 years but after our move they did nothing for **. Now we are out more than $2900. Horrible off-shore customer ********************** and communication!!Business Response
Date: 05/04/2023
May 4, 2023
Jasmine Bridgeforth
***********************************************
RE: **************************; AHS Plan No. *********, BBB Complaint Case No. 19967935
Dear *************************************:
American Home Shield, **** (AHS) is in receipt of your letter, advising of the above referenced complaint. The letter has been forwarded to me for review and response.
Thank you for sharing Ms. ******** feedback and we apologize for any frustrations and inconveniences she may have experienced. Our records indicate that on 2/5/23 a work order was created for a water heater, and he was approved for outside authorization. We have a check pay date of 4/3/23 with check # ********, in the amount of $2,750.95 going to the address at ****************** If he has any other questions or concerns, he can reach ** at ************.
Thank you for your consideration
Sincerely,
American Home Shield CorporationCustomer Answer
Date: 05/13/2023
Complaint: 19967935
I am rejecting this response because: we have been in communication with the 800 number American Home Shield has supplied. Every time we call they remind us of the check being mailed. It will be 5-7 business days, then "oh, it will be 21 business days, the other staff member was incorrect." It is now been more than two months when we submitted our invoices for payment. Every call is met with transfers, losing us in the system, or an operator who tells us another time line. The check they mailed has still not come and they "promise" it will arrive with yet another passed date. This is a ridiculous excuse for customer ********************** when we were valued customers for more than seven years.
Sincerely,
*************************Business Response
Date: 05/22/2023
May 22, 2023
Jasmine Bridgeforth
***********************************************
RE: **************************; AHS Plan No. *********, BBB Complaint Case No. 19967935
Dear *************************************,
Thank you for making us aware of Ms. ************;issue through the Better Business Bureau. We take customer satisfaction very seriously, and sincerely apologize if ****************** has not been entirely satisfied with our service.
There is a work order for a water heater, and we do show a check pay date of 4/23/23, in the amount of $2,750.95. Because the customer has not received the issued check, on 5/22/23 we initiated check research to verify where the check was sent and if it was cashed. Once we are able to verify the check hasn't been cashed, we will reissue the check. If she has any other questions or concerns, she can reach us at ************.
We take your concerns seriously and thank you for bringing them to our attention. We value ****************** as a member and hope to provide her with a positive customer experience in the future.
Sincerely,
**********
American Home Shield CorporationInitial Complaint
Date:04/19/2023
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 04/18/2023 United Air Temp made a service call to my home due to A/C not cooling. They determined it was the evaporator coil leaking. This is the third time I have had an issue with my evaporator coil resulting in leaking Refrigerant. They put in there notes it was due to normal wear and tear. My first issue is these should last 10 - ***************************************************************************** money to replace Refrigerant that AHS only cover $10.00 per pound. Due to the neglect of AHS of just the repairs and not replacements of this part it has caused more issues and money. I contacted AHS on 04/18/2023 after I received the diagnostics from the technician to discuss my out of pocket cost as I feel they should cover the $810.00 in refrigerant due to it not being replaced and their neglect. I called in the call it outsourced to another country where the Rep had no clue what I was talking about I asked to speak to a supervisor and she was refusing and kept telling me what my contract said and was giving me incorrect information as to what my contract states and kept giving me incorrect information on what part was broken and then told me my claim was canceled when it was not. After 45 minutes with her I got transferred to the escalations team where I spoke with ***** (another outsourced Rep *** #*******) for a minute and she put me on hold for over an hour not coming back on the line at all. I then called in on another phone while I was on hold spoke with She *** # ****** where she first lied and gave me two incorrect employee numbers. In the mist of this the escalations team I was on hold with hung up on me. She claimed I would get a call back from the escalations team and I just said thank you and hung up with her as I had already been on the phone with AHS for over 2 hours with no resolution. At this point I want my coil replaced, all of the refrigerant covered by AHS and I want a refund for my $75.00 that I paid for the service call.Business Response
Date: 05/04/2023
May 4, 2023
************************;
********************************************
RE: ****************************; AHS Plan No. *********, BBB Complaint Case No. 19955177
Dear ***************************:
American Home Shield, **** (AHS) is in receipt of your letter, advising of the above referenced complaint. The letter has been forwarded to me for review and response.
Thank you for sharing Ms. ***** feedback and we apologize for any frustrations and inconveniences she may have experienced. Our records indicate that there is a work order for a heat pump. On 5/4/23 she spoke with one of our research specialists, and she was informed that we depend on the diagnosis and recommendation of the technicians when making a coverage decision over a specific work order. This report has been accepted and the coverage she purchased only covers $10 per pound and we will have to honor that. Advised the homeowner that she has two options here, either to pay the non-covered cost and go with this company or take the cash in lieu and go with an outside contractor to complete the job. The homeowner wants UNITED AIR to repair the evaporator coil and not add the refrigerant. I advised her that they will not complete the job unless refrigerants are put in, that's the recommendation of the technician. She finally agreed on the cash in lieu and wants to know the amount as well as to get the service fee back. The cash in lieu form has been submitted and I also offered to waive the service fee in full as one time courtesy due to service issue. She accepted and asked about the cancellation process, provided rebuttal but customer would just call ** back for that process.
Thank you for your consideration
Sincerely,
**********
American Home Shield of *******Initial Complaint
Date:04/18/2023
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 water heater within the last 24 hours started leaking. I called my home warranty American Homeshield about the issue and they couldn't get a plumber to my home the day of the issue. It was 24 hours until I received service and as I suspected the water heater went bad. The water heater is a packaged unit and the storage tank is included. The unit is a covered item however, I'm being required to pay $250 for uncovered parts. The unit is one in the same so I'm requesting that American Homeshield cover all cost with the exception of the $75 service fee.Business Response
Date: 04/22/2023
April 22, 2023
*********
BBB of the Mid-South
*******************************
*******, ** 38125
RE: *********************;AHS Plan No. *********; BBB Case No. 19954043
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 regarding this matter. On April 17, 2023, a service request was placed on the water heater and ************ Services, LLC,was dispatched to diagnose any problems. On April 18, 2023, it was reported the water heater needed to be replaced and AHS authorized that replacement in accordance with the provisions of the warranty plan. ************ services, LLC, explained to properly replace the water heater they would need to modify the T&P and water line. Section D.4.b of the warranty plan states AHS is not responsible or liable for cost of construction, carpentry, or other modifications necessary to remove, relocate,or install a covered item or part thereof. Therefore, based on the information received and the terms of the warranty plan, the plan holder was responsible to pay ************ Services,LLC, directly for the non-covered modifications ($250).
Thank you for your consideration.
Sincerely,
American Home Shield of *******, ****Initial Complaint
Date:04/18/2023
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.
Home warranty company (AHS) is refusing to provide a repair of the air conditioning air handler fan motor. AHS states they will not cover repair due to damage is not from normal wear and tear. CONTACT STATES:A. Coverage Overview 2. Coverage under this contract includes normal wear and tear malfunctions during the contract term (as defined in section B.). Coverage under this contract ALSO includes malfunction of covered items which occur during the contract term resulting from the following situations prior to and during the contract term:a. Insufficient maintenance, rust, corrosion, or sediment.I feel they are not following the above inclusion from the contract.Business Response
Date: 05/04/2023
May 4, 2023
************************;
********************************************
RE: **********************; AHS Plan No. *********, BBB Complaint Case No. 19952602
Dear ***************************:
American Home Shield, **** (AHS) is in receipt of your letter, advising of the above referenced complaint. The letter has been forwarded to me for review and response.
Thank you for sharing **************** feedback and we apologize for any frustrations and inconveniences he may have experienced. Our records indicate that on 4/10/23 a work order was created for an air conditioner, and per the technician with Iceman Cooling & Heating, he found the blower motor full of debris in the evaporator coil. This is not normal wear and tear for a unit, the blower motor could not get enough air and overheated and burned out. It was denied for not normal wear and tear. If ************** does not agree with the technician's diagnosis, he can request a second opinion, and he can reach ** at ************. We will stand on the denial.
Thank you for your consideration
Sincerely,
**********
American Home Shield of *******Customer Answer
Date: 05/10/2023
Complaint: 19952602
I am rejecting this response because:
the business does not acknowledge my contract again specifically or explain why the contract states I have coverage if no maintenance, corrosion, and sediment is specifically covered. With no resolution I will be forced to file suit in Maricopa county.
Sincerely,
*********************Initial Complaint
Date:04/18/2023
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 May 30, I contract them about my refrigerator not working. Mr. ********************** cam out and ordered some parts but not a new compressor. After talking a new other service personnel, I determined all system was contaminated due to the Freon leaking out. Mr. ********************** parted ways due our disagreement. BLUE COLLAR APPLIANCE REPAIR came out on April 6th and determined a new compressor was needed. They put in all the new parts on April 11. Within four hours it was making all kinds of noises and not getting cooled. I unplug the unit and let them know it was broken again. BLUE COLLAR APPLIANCE REPAIR came back out on April 13 and determined the new compressor was already bad. They would have to order a new one. I called American Home Shield and let them know that the old compressor still have five year on its ten year warranty. They either needed to give a new compressor with a 5 year warranty or replace the unit. They said they would order a new part but with no warranty. I call BLUE COLLAR APPLIANCE REPAIR back and requested my parts be returned and that they need to speak with American Home Shield about getting a good compressor with a 5 year warranty. They said they would return my parts. On April 17 BLUE COLLAR APPLIANCE REPAIR said they would not return my parts and would not fix my unit. American Home Shield has yet to do anything. Manager will not call you back and the customer ********************** refuse to let you speak to a manager. I told them to start arbitration but they have not. I asked for a address to start a small court claim with them and they would not provide an address. All my food has been spoiled once and I need a unit that I can trust.Customer Answer
Date: 04/20/2023
American Home Shield call 4/19 to say they would call me by end of day. I still have not heard from them. It is way past the last 48 hours they gave me last. They have not decided what they are going to do to correct the issue with my refrigerator. It has been over three weeks and still not resolution. I believe that are just waiting for me to buy a new refrigerator and let them get buy with doing nothing. No parts are on order and no replacement has been ordered.
The regional manager of **** Reality is now also looking into the issue.
Business Response
Date: 04/27/2023
April 27, 2023
*********
BBB of the Mid-South
************************************;
*******, ** 38125
RE: *******************; AHS Plan No.609274438; BBB Case No. 19952060
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 apologizes for **************** frustration regarding this matter. On April 13, 2023, Blue Collar Appliance Repair reported to AHS that the compressor for the refrigerator will need to be replaced. AHS approved the compressor replacement.************ requested a 5-to-10-year warranty on the parts, which is an option not offered by AHS nor Blue Collar Appliance Repair, therefore the repair not completed.
In order to amicably resolve this issue, although not liable to do so, AHS agrees to replace refrigerator in accordance with the terms of the warranty plan. Section D.2 of the warranty plan states HSA has the sole right to determine if items will be repaired or replaced. Unless specifically identified elsewhere in this contract, replacement shall be with systems comparable in features, capacity and efficiency; HSA is not responsible for matching dimensions color or brand. The Appliance Purchasing will contact ************ to discuss the replacement. If ************ would like to contact the appliance purchasing department, he can reach the Appliance Purchasing team at ************ to discuss the matter.
Thank you for your consideration
Sincerely,
AMERICAN HOME SHIELD CORPORATIONBusiness Response
Date: 04/27/2023
April 27, 2023
*********
BBB of the Mid-South
************************************;
*******, ** 38125
RE: *******************; HSA Plan No.609274438; BBB Case No. 19952060
Dear *********:
HOME SECURITY OF ******* (HSA)is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.
HSA apologizes for **************** frustration regarding this matter. On April 13, 2023, Blue Collar Appliance Repair reported to HSA that the compressor for the refrigerator will need to be replaced. HSA approved the compressor replacement. ************ requested a 5-to-10-year warranty on the parts, which is an option not offered by HSA nor Blue Collar Appliance Repair, therefore the repair not completed.
In order to amicably resolve this issue, although not liable to do so, HSA agrees to replace refrigerator in accordance with the terms of the warranty plan. Section D.2 of the warranty plan states HSA has the sole right to determine if items will be repaired or replaced. Unless specifically identified elsewhere in this contract, replacement shall be with systems comparable in features, capacity and efficiency; HSA is not responsible for matching dimensions color or brand. The Appliance Purchasing will contact ************ to discuss the replacement. If ************ would like to contact the appliance purchasing department, he can reach the Appliance Purchasing team at ************ to discuss the matter.
Thank you for your consideration
Sincerely,
HOME SECURITY OF *******, ****Customer Answer
Date: 05/05/2023
They took a compressor that had five years of warranty left on it. The compressor was not broken or bad. They replaced it with a zero warranty compressor that only lasted four hours if that. I requested my parts back and I was told they would be received and then a couple days later they said they would not return them. I never refused repair only request a like item that had a five year warranty on the compressor to match what they took out. I will suppose to get a phone call from a supervisor with my options but that didn't happen. I was told a had to take a cash settlement but the person didn't know the amount. I was transfer to another person who said I had to take the cash amount but didn't know the amount. I was finally given an amount of 393 and they would not fix the unit. Even thought I refused the cash settlement three times and only said fix the unit. I finally took the amount but have not received a check as of yet. I purchased a new unit for **** plus tax.Customer Answer
Date: 05/05/2023
From the CONSUMER:Sent 5/5/2023 8:30:52 AMThey took a compressor that had five years of warranty left on it. The compressor was not broken or bad. They replaced it with a zero warranty compressor that only lasted four hours if that. I requested my parts back and I was told they would be received and then a couple days later they said they would not return them. I never refused repair only request a like item that had a five year warranty on the compressor to match what they took out. I will suppose to get a phone call from a supervisor with my options but that didn't happen. I was told a had to take a cash settlement but the person didn't know the amount. I was transfer to another person who said I had to take the cash amount but didn't know the amount. I was finally given an amount of 393 and they would not fix the unit. Even thought I refused the cash settlement three times and only said fix the unit. I finally took the amount but have not received a check as of yet. I purchased a new unit for **** plus tax.From the CONSUMER:Sent 5/5/2023 8:32:50 AM
Complaint: 19952060
I am rejecting this response because:The unit was not fixed, not money have been received, and it cost my **** plus sales tax for a new unit.
Sincerely,
*******************Business Response
Date: 05/09/2023
May 9, 2023
*********
BBB of the Mid-South
************************************;
*******, ** 38125
RE: *******************; HSA Plan No.609274438; BBB Case No. 19952060
Dear *********:
HOME SECURITY OF ******* (HSA) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.
HSA apologizes for **************** frustration regarding this matter. On April 24, 2023, HSA offered **************** cost of replacement for the refrigerator of $393.53. Section D.2 HSA reserves the right to offer cash in lieu of repair or replacement based on what HSA can expect to pay to repair the failure (parts and labor); this amount may be less than retail or less than your actual cost. On April 28, 2023, HSA received Mr. ***** proof of repair and processed the reimbursement of $393.53, ************ will receive the reimbursement within ***** business days.
Thank you for your consideration
Sincerely,
****************
HOME SECURITY OF ************Customer Answer
Date: 05/09/2023
Complaint: 19952060
I am rejecting this response because:
Sincerely,
*******************Your little fine print basically says to don't have to fix anything or provide enough to have anything fixed. I will file with the ******************** to see what they have to say. Your HSA contract is totally worthless but is not sold that way.
Initial Complaint
Date:04/18/2023
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.
Policy number *********. Dispatch Number 213165068.We submitted for a repair of the pool pump on March 31, 2023. A technician was dispatched and determined that the poll pump needed to be replaced.American Home Shield (AHS) sent a letter stating that the out of pocket expense for this repair would be $3,476.69. We're told this amount was for code upgrade and modifications (plumbing and electrical material and labor). We asked for a breakout of the costs.We had several calls with the contractor and AHS. We were eventually sent a contract that listed a total (not the breakout we asked for). It listed the pump and GFCI breaker part number but not their cost and no breakout of labor costs.We went to a contractor that we've used in the past (Clean Pool Pros) and obtained an estimate for the repair. Their estimated total is $2,832.81. The parts that are required to bring the pump equipment up to code (GFCI breaker) and the parts to make the pump motor attach properly to our existing equipment is about $303. This is the amount that we should be paying as this is the only part is that falls under the "code upgrade" and "modification" section of the contract.The current pump has to be replaced by a variable speed pump, by law. The variable speed pump appears to be around $2000. This is based on the $2,134.78 from the Clean Pool Pros quote and internet searches on the pump part number shown on the AHS contractor's contract.When speaking with one AHS representative, they indicated they were only covering about $400 of the pool pump cost. The cash out option that was provided to ** was in the amount of $697.83. This isn't enough to purchase the correct pump, let alone include the labor to get it installed.We're not allowed to speak with the department that actually makes the decisions on how much is paid by AHS.Business Response
Date: 04/28/2023
Date: April 28, 2023
*************************************
BBB of the Mid-South
************************************;
*******,** 38125
RE: *****************************;AHS Plan No.620950418; BBB Case No.19948983
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 a service request for the pool pump was placed on 03/31/2023 and assigned to Summer ****** Pool & **** *** for service. The vendor reported the diagnosis to AHS advising that the pool pump is not turning on due to the winding inside the motor has failed. The technician advised that the pool pump would need to be replaced. AHS authorized the replacement of the pool pump and notified the member of the non-covered costs associated with the repair. Per the member's contract section D4b AHS does not cover for modifications necessary to install new equipment and per contract section D1l AHS does not cover for covered item modifications, upgrades, repairs, or replacements required to comply with any federal, state, or local laws, regulations, or ordinances, utility regulations, or building or zoning code requirements. AHS will not cover the cost to bring the pool pump up to code, that is the member's responsibility. Based on the terms of the contract, AHS accurately advised the member of the non-covered cost associated with the repair.The non-covered cost consists of code requirements of $2,951.69 and pipe and electrical modifications of $525.00 for a total of $3,476.69.
Per the contract, the cash-in-lieu amount is based on what AHS would pay for the same repair or replacement. The cash-in-lieu amount is valid.
The member has the option of accepting the cash in lieu or moving forward with the repairs via the AHS vendor and paying the non-covered which is payable directly to the vendor. The member can contact customer ********************** with their decision.
Sincerely,
American Home Shield of **********, ***.Initial Complaint
Date:04/17/2023
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 had a contract with AHS since purchasing my home in 2014. It is difficult to get them to help when their contractors do not do what they are paid for. I have made a request for an electrician to come to my home for my oven not working. I already paid for service request for the oven order to which that repairman said it is an electrical issue instead. This request was months ago and each time I call for an update they tell me that it is being looked at by their representatives that deal with the contractors. This is unacceptable that it is taking this long to get an answer. The assigned company never came out to my home to even see what was wrong and the company stated they were out and the work is not covered. Clearly I would know of someone actually came to my home but AHS say they are investigating. I need my oven fixed as I havent been able to use it since Nov of last year.Customer Answer
Date: 04/25/2023
I contacted American Home Shield once again today for any update and the same response was given that it has been escalated and would take 1-2 business days for response.Business Response
Date: 05/03/2023
Date:May 3, 2023
***************************
BBB of the Mid-South
************************************;
*******, ** 38125
RE: *********************************; AHS Plan No.616515908; BBB Case No. 19947782
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 found that an electrical service request was placed on 11/02/2022 and assigned to Advanced ************************ for service. The vendor reported that the panel outlet is not working due to a power surge and the panel outlet needed to be replaced. The repair was denied as failures caused by a power surge is not covered by the warranty. I have set up a second opinion for the electrical and ********************** will be contacted by the vendor to schedule an appointment.
AHS will reimburse ********************** the $125 trade service fee, she will receive the reimbursement back to the original payment method in ***** business days.
Sincerely,
American Home Shield CorporationBusiness Response
Date: 05/03/2023
Date:May 3, 2023
***************************
BBB of the Mid-South
************************************;
*******, ** 38125
RE: *********************************; AHS Plan No.616515908; BBB Case No. 19947782
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 found that an electrical service request was placed on 11/02/2022 and assigned to Advanced ************************ for service. The vendor reported that the panel outlet is not working due to a power surge and the panel outlet needed to be replaced. The repair was denied as failures caused by a power surge is not covered by the warranty. I have set up a second opinion for the electrical and ********************** will be contacted by the vendor to schedule an appointment.
AHS will reimburse ********************** the $125 trade service fee, she will receive the reimbursement back to the original payment method in ***** business days.
Sincerely,
American Home Shield CorporationBusiness Response
Date: 05/03/2023
Date:May 3, 2023
***************************
BBB of the Mid-South
************************************;
*******, ** 38125
RE: *********************************; AHS Plan No.616515908; BBB Case No. 19947782
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 found that an electrical service request was placed on 11/02/2022 and assigned to Advanced ************************ for service. The vendor reported that the panel outlet is not working due to a power surge and the panel outlet needed to be replaced. The repair was denied as failures caused by a power surge is not covered by the warranty. I have set up a second opinion for the electrical and ********************** will be contacted by the vendor to schedule an appointment.
AHS will reimburse ********************** the $125 trade service fee, she will receive the reimbursement back to the original payment method in ***** business days.
Sincerely,
American Home Shield Corporation
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