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
- 18,235 total complaints in the last 3 years.
- 4,979 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:07/22/2022
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.
I pay $59.99 a month to have a warranty company I can count on.On 7/21 our A/C stopped working so at 3am I filed a claim with AHS and paid my deductible. They referred my claim to Budget Heating and Cooling. We called as soon as budget opened in the morning, and they informed us they would be unable to come out for 7 days. In 103-degree heat that is UNACCEPTABLE. My husband has an added challenge of asthma which will become triggered in heat. My husband called AHS at this point and informed them of all of the above wanting to be sent to a different contractor. They stated they would have to collect ANOTHER $125 dollars to change us to another contractor. I then called AHS and spoke with **** who was going to escalate our case to the contractor team and at 9:30am I was told that I would receive a call within 4 hours. I confirmed that meant by 1:30pm. **** agreed....guess what NO CALL.Since I was not getting resolution with AHS I had a vendor they referred us to previously who came within 2-hours and fixed it. I called then last evening to have the case cancelled and to find out how to submit my claim reimbursement. That was the WORST customer experience. It should not take 40 minutes on the phone to have any of this completed and I have still not spoken with a supervisor (they did call once, and my phone was on silent). All I want at this point is to ensure the claim is cancelled and to be reimbursed the attached $469 if they are keeping the already paid deductible of $125. If they refund the $125 then I want reimbursement of $338 for work completed which takes into consideration the $125 deductible. I understand my contract says I will get authorization for my own contractor, but when you can't communicate with AHS in a reasonable fashion, they don't call back and you have health issues to care for what are you to do? This was an easy fix and should not have been as stressful and messy as it was with AHS. They need to do better for their customers...
Business Response
Date: 08/01/2022
August 1, 2022
*************************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *******************; AHS Plan No.595105728;BBB Case No. 17609381
Dear *************************:
American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.
AHS does apologize for the plan holder's frustration regarding this matter. As ************* provided the paid invoice with this complaint, AHS was able to process a cash reimbursement. ************** can expect to receive a reimbursement check in the amount of $469 (issued by Frontdoor, Inc.) in approximately ***** business days.
Thank you for your consideration
Sincerely,
AMERICAN HOME SHIELD CORPORATIONCustomer Answer
Date: 08/02/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
Date:07/22/2022
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.
OUR RESIDENCE ********************************************************************** HAS BEEN FRAUDULENTLY ASSIGNED 2 CONTRACTS BY AMERICAN HOMESHIELD. THEY ASSIGNED ** A NEW CONTRACT IN 2/2022 CONTRACT # *********** AND HAS BEEN CHARGING US $64.99 PER MONTH ASIDE FROM THE $53.99/MONTH FOR OUR ORIGINAL CONTRACT. WE ONLY FOUND IT OUT TODAY.WE CONTACTED THEM AND THE REP FR ***************** ******* STATED THAT IT WAS NOT THEIR FAULT THAT WE HAVE 2 CONTRACTS. WE WERE FRADULENTLY CHARGED $64.99 FROM FEB 7,2022-JULY 21,2022 (TOTAL $ 389.44).WE WANT THIS REFUNDED BACK TO OUR CREDIT CARD.Business Response
Date: 08/04/2022
August 4,2022
***** Dee
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *************************; AHS Home Protection Plan Nos. ********* & *********;
Complaint Case No. 17606670
Dear *********:
American Home Shield Corporation (AHS) is in receipt of your letter dated July 22,2022, advising of the above referenced complaint. The letter has been forwarded to me for review and response
I have reviewed AHS records regarding the AHS plan coverage for the property located *******************************************************************************. On September 11, 2017, The real estate AHS plan coverage became active and renewed each year with the current plan of AHS Home Protection Plan Number ********* for the plan term of September 11, 2022, to September 10, 2023. However, On January 8, 2022, **************** went online and purchased an additional plan for the property without speaking to AHS **************** under AHS Home Protection Plan Number ********* for the plan term of February 7, 2022, to February 6, 2023.
On July 21, 2022, **************** advised AHS of his duplicate coverage. The matter was forwarded to AHS Customer ********************* and ********************** cancelled AHS Home Protection Plan Number ********* with a full refund of the $389.94 amount collected by six monthly payments of $64.99. The refund for each payment was sent back to the payment source. Therefore, it appears this matter has been resolved.
Please be advised that AHS Home Protection Plan Number ********* is currently two payments behind as **************** disputed some payments with his payment source.If he wants further coverage under AHS Home Protection Plan Number ********* he will need to complete two payments of ***** to AHS. **************** may contact AHSCustomer Service Department to make the payments or if he has any questions.
Thank you for your consideration.
Sincerely,
AMERICAN HOME SHIELD CORPORATION
***** Cody
Customer & Regulatory Claim Resolution SpecialistInitial Complaint
Date:07/22/2022
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 filed a service request on July 19th for an inop ac. We waited the 48 hours they said they needed to sign a contractor. At the 45 hour I called and they said they elevated it. I checked the website at the 53 hour. The request was removed. I called. The representative said she turned it over to the next level team because there are no contractors to help us. The temperatures are in the high 90s. My kids have asthma. I have a daughter with a developmental and intellectual disability. They all have ADHD. We have done our part. We need them to do theirs. Now it's Friday and we're likely to go into the weekend and into next week without ac.Business Response
Date: 07/26/2022
July 26,2022
***************************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: ***************************; AHS Plan No.660980197; BBB Case No. 17609334
Dear ***************************:
American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.
AHS does apologize for the plan holder's frustration regarding this matter. On July 25, 2022 AHS requested Anytime Heating and Cooling to diagnosis the problems with the air conditioning unit. ************** may contact Anytime Heating and Cooling directly at ************ to schedule an appointment if an appointment has not already been set.
Thank you for your consideration
Sincerely,
AMERICAN HOME SHIELD CORPORATIONInitial Complaint
Date:07/22/2022
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.
I pay for american home shield warranty, platinum package. I started my first claim with them on 7/16/22 for my refridgerator that stopped working. I was assigned a company Appliance Keep up llc. I called the company immediately and left a message without a reply from them. On 7/18 I called American Home shield to tell them I have not be able to get in touch with the company. They told me it was after business hours and to call back the following day. I called back on the 19th and spoke with someone who was able to get in touch with someone at Applicance keep up and and they told me an appointment was set for the following day. The following day the company never arrived. I called the company directly and they apologize and said they would come the following day the 21st. After waiting all the day the company never came or called. I called American Home shield and told them the company never came on the 20th and then again never came on the 21st. The tried to call the company with me on hold and did not get them. I requested to have another company to service me. They told me that if I call back the next morning and there is no reply from the vendor than I would be given a new company to service my refrigerator. I called this morning 7/22 and they told me they have to send an email and allow 30 min for a reply. I ask for a supervisor and the supervisor told me I needed to call them back in 4 hours and if the company did not reply then I could get a new vendor. This is unacceptable. American Home shield keeps changing their rules. If you look up reviews for the vendor Appliance keep up there is numerous customers who have had the same experience. Some never getting a response, some never recieveing the parts to fix their appliance. American Home shield is hurting their customers by allowing this behavior and continuing to do business with them.Business Response
Date: 08/01/2022
August 1,2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: Nailah Kilemi; AHS Plan No.603444488; BBB Case No. 17609320
Dear *****************:
American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.
AHS does apologize for the plan holder's frustration regarding this matter. On July 23, 2022 Appliance Keep Up reported to AHS that the refrigerator will need to be repaired. AHS approved the technician to complete the repairs and AHS purchasing department ordered the parts. Appliance Keep Up has received the parts and schedule a repair appointment for August 3, 2022. This repair is in progress.
Thank you for your consideration
Sincerely,
AMERICAN HOME SHIELD CORPORATIONCustomer Answer
Date: 08/02/2022
Complaint: 17609320
I am rejecting this response because Appliance Keep up has not reached out to schedule the appointment for tomorrow August 3rd and at the time of this response it is 6pm After the business day. If they told Ahs that they schedule the appointment for tomorrow why could they not also tell me the customer. The company has never called me through the entire process to communicate or schedule any appointments, they simply show up when they feel like it which is inconvenient and does not guarantee I will be home or available. Also I would like the resolution to assure that any future request for service I do not have to deal with Appliance Keep up.
Sincerely,
Nailah KilemiBusiness Response
Date: 08/12/2022
August 12, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: Nailah Kilemi; AHS Plan No.603444488; BBB Case No. 17609320
Dear *****************:
American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.
AHS does apologize for the plan holder's frustration regarding this matter. On August 8, 2022 Appliance Keep Up informed AHS that the refrigerator repair was completed. AHS has submitted the request for Appliance Keep up not to service the home in the future with regards to appliances. Therefore, it appears this matter has been resolved in accordance with the terms of the warranty plan, and AHS will be closing this file.
Thank you for your consideration
Sincerely,
AMERICAN HOME SHIELD CORPORATIONCustomer Answer
Date: 08/12/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
Nailah KilemiInitial Complaint
Date:07/22/2022
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.
I purchased the Shield Platinum service contract in 2021. I submitted a service request on 4/25/22 regarding my ice maker not working. First contractor ********* Appliance came out and said it was not a problem with ice maker. Refrigerate needed servicing. Request reassigned to second contractor, they did not respond. Reassigned to third contractor *******************. ******** made three attempts to repair ice maker with no success. AHS reps have given me the run around with the next steps to solve the problem. They have scripts they following and no one will help solve the problem. I am told every time I call the contractor will reach out to me in 24 to 48 hrs. It has been since 6/1/22.Business Response
Date: 08/03/2022
August 3,2022
*************************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *********************; AHS Plan No. *********; BBB Complaint Case No. 17609111
Dear *******************:
American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.
Thank you for providing the complaint from ************** regarding the refrigerator service request; we appreciate the opportunity to provide a current status for the repair.
Our records show the parts requested by ******** Appliance Repair have been ordered and shipped with the estimated arrival on 08/13/2022. When received, the service contractor will call to schedule their first available installation appointment. AHS understands the frustration and inconvenience experienced when a major appliance malfunctions. If the current repair attempt does not solve the issue, AHS will provide ************** with additional options.
AHS is refunding the trade service call fee of $125 back to the original payment method, with processing complete in ***** business days. ************** banking institution can confirm receipt and advise when the funds will be applied. AHS apologizes for any inconvenience regarding the matter; if there are additional questions or concerns, we are available to assist at the plan holders convenience
Thank you for your consideration.
Sincerely,
American Home Shield CorporationCustomer Answer
Date: 08/04/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
However, if the business or contractor had communicated this information to me directly, I would not have to go this route. Since filing this complaint, I have made three calls to ******** appliance with no response from them.Sincerely,
*********************Initial Complaint
Date:07/22/2022
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.
I have contracted American Home Shield (AHS) for my appliances coverage. I have a gold membership. It's been a lot of work to have them signing a Contractor to fix my wall unit. They keep assiging an unresponsive contractor, then when i request the change they give me a contractor that doesn't work with the wall units. It's the middle of summer. My home is exposed to a very intense heat. This is the only AC unit in my house. They want offer me to pay for me contract someone else and they pay for it separatedly, I don't want do that. That is why i contracted the AHS because I don't have any vendors, I don't know anyone. I am getting very sick with the heat. I need a resolution which is them sending someone to my home to fix the problem or replacing my wall unit. I don't want be forced to call vendors because they can't find a vendor for me. It's very convenient for them. Also I dont want them keeping looping the same vendor that doesn't respond to my request so they can get time and making me call every day. My Service: #*********Business Response
Date: 08/03/2022
August 03, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *************************** *****; AHS Plan No.595694418;BBB Case No. 17609110
Dear **********:
American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.
We truly appreciate the valuable feedback from *************************** ***** and for allowing us the opportunity to assist with bringing the wall unit service request to a resolution. We hate to hear the interactions with us have been less than satisfactory. The records reflect on June 07, 2022, ****************** ***** placed a service request for issues relating to her wall air unit. AHS could not locate an AHS-authorized service contractor to run the call immediately. Section C-3 of ****************** ******* AHS plan provides that in the event AHS authorizes or requests you to contact an independent service contractor to perform a covered service, AHS will provide reimbursement for an authorized amount of the cost you incur for the repair or replacement services. Acceptable proof of the repair and your actual itemized costs must be provided to and approved by AHS before any reimbursement will be paid.
To resolve the matter and prevent additional delays, AHS offered ****************** ***** the opportunity to locate the licensed and insured service contractor of her choosing to run the call. When using a service contractor outside of the AHS plan AHS requires that the technician report their detailed diagnosis and cost breakdown to AHS before performing the service. AHS would then reimburse the plan holder the approved cost upon receipt of the paid invoice. ****************** ***** declined the outside authorization option, and the service request has been forwarded to AHSs ***************** to assist with locating the soonest services possible. We will continue to call local contractors in ****************** Daviss area until we confirm they can service the wall air unit service request. Once a vendor is located, ****************** ***** will be contacted as well. However, if ****************** ***** would like to accept the outside authorization offer, we highly recommend she contacts AHSs Customer ********************** Division for more information and assistance with finalizing the authorization.
A trade service call fee is rightfully due from customers for every trade service request, in accordance with Section D.1 of the warranty plan. In light of ****************** Daviss dissatisfaction and to amicably resolve the matter, AHS agrees to refund the trade service call fee in the amount of $100.00 that was rightfully paid by ****************** ***** for the wall air unit service request. The $100.00 trade service call fee is being reversed back to the original payment source, and ****************** ***** will receive this refund in approximately thirty days. Thank you for your consideration.
Sincerely,
American Home Shield Corporation
*****************************
Claims Resolution SpecialistCustomer Answer
Date: 08/03/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.I am placing the Invoice attached and I hope to be paid. I saw the reviews online and they refer that AHS don't pay their reimbersments approvals.
Sincerely,
*************************** *****
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