Complaints

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

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  American Home Shield

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

  
• 

  Home Security of America

  Unlisted Milwaukee, WI 53201

  
• 

  American Home Shield Corporation

  1051 N Kirk Rd Batavia, IL 60510

• 

  American Home Shield

  Macon, GA 31210

• 

  Home Security of America, Inc.

  PO Box 650993 Dallas, TX 75265

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

• Initial Complaint

  Date:07/21/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a loyal American Home Shield customer for over twenty years. However, in recent years, the level of customer ********************** in terms of responsiveness and issue resolution has deteriorated, exponentially. I have been charged for a service request that has not been fulfilled.Below, is the chronology of my current service request.July 12th: Submitted service request for my downstairs A/C unit, online July 13th: Called to verify that the service request had been received; was told that I would hear from someone within 24 - 48 hours July 14th: Checked the status of my service requested online Status: "Pending Assignment"Called to inquire as to why my request had yet to be assigned After a circular discussion with a customer ********************** representative, I requested to speak with a supervisor.Spoke with a supervisor who said he was escalating the request to the highest level Was told by said supervisor that I should hear from someone within four hours; no phone call was received July 15th:Checked the status online; still not assigned Called regarding status Was told I should hear something in 24 hours July 18th:Went out of town for a work conference until July 21st Left my adult son and daughter at home to, hopefully, handle the service call July 19th:$100 Service fee was pulled from my account, still no service provided Checked status online; service request still not assigned July 20th:Called and received the same ***** hour story Was told that the case wasn't escalated on July 14th but would be now Was told that service fee would be waived July 21st:Returned home from business trip Called to inquire about service request Was told that the Field Service Manager had received the escalated service request from July 14th at 11:45, today Was told that the customer ********************** representative from July 20th didn't put any notes in the system After a lengthy discussion, was told that an "expedite" order was placed and that I would hear from someone within four hour

  

  Business Response

  Date: 07/24/2022

  July 24, 2022
  
  
  *****************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: *****************; AHS Plan No. *********; BBB Case No. 17607366
  
  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.  On July 22, 2022, AHS Executive ******************** began working directly with the plan holder regarding this matter.  The same day Lane Services was dispatched to diagnose the air conditioner and confirmed they would be at the property the same day.  AHS Executive ******************** is scheduled to follow up with the plan holder tomorrow,July 25, 2022.  AHS will continue to work with the plan holder to ensure this matter is resolved.
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield of *****, Inc.
  
  *****************************
  Claims Resolution Specialist

• Initial Complaint

  Date:07/21/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our air conditioning unit stopped working. We called American Home Shield in which they called ****************** @ *******************************************. Someone came out and stated that American Home Shield has to approve the repairs. While waiting for days that turned into weeks, I stayed in a hotel due to the temperature inside my home being over 100 degrees. I called both companies over the next three weeks, in which, both companies informed me to call the other company, as I did so but clearly I was just sent on the run around. A month later, I had to pay to have the Unit repaired by another company. However, they seem to get in touch with me regarding the payment for the next month.

  

  Business Response

  Date: 07/24/2022

  July 24, 2022
  
  
  *****************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: ******* Mckooper; AHS Plan No. *********; BBB Case No. ********; *****************************
  
  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.
  
  Please be advised the owner of the above-mentioned warranty plan is ******* Mckooper.  AHS has no record of ***************************** being authorized on this warranty plan.
  
  I have reviewed AHS records regarding this matter.  The plan holders warranty plan became effective April 28, 2022.  On May 17, 2022, a service request was placed on the air conditioner and ****************** was dispatched to diagnose an problems.  On June 4, 2022, it was reported the air conditioner has a pre-existing malfunction that would have been detectable by a visual inspection prior to the start of the warranty plan.  The contractor is not able to fully access the unit as it is installed to close to the roofline/walls which is a code violation as well.  They are also not able to get to the access panel.  Section I.4.a of the warranty plan states AHS is not responsible or liable for providing or closing access to covered items. Section A.2.d of the warranty plan states coverage under this contract includes normal wear and tear malfunctions during the contract term that are undetectable pre-existing conditions which are defects or mechanical failures that could not have been detected by a visual inspection and/or simple mechanical test. A visual inspection of the covered item verifies that it appears structurally intact and without damage or missing parts that would indicate inoperability. A simple mechanical test is defined as turning the item on and off to ensure that it is operational. While turned on, the item should operate without causing damage, irregular sounds, smoke, or other abnormal outcomes.  Therefore, based on the information received and the terms of the warranty plan, the claim was denied.  Although not liable to do so, AHS has agreed to reimburse the $100 trade service call fee paid for this service request.  The plan holder can expect to receive that reimbursement within 10 to 14 business days.
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield Corporation
  
  *****************************
  Claims Resolution Specialist

• Initial Complaint

  Date:07/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Was given a home warranty when I purchased my house in August of 2018. The warranty is with HSA Home Warranty and Ive extended the warranty annually. Ive only submitted one claim over the years until July of 2022 when I submitted a second claim for a stoppage issue with my main line. Submitted the service request on 7/12/22, was told the response time was ***** hours. By 7/15/22 hasnt heard anything and called. Was told they were still trying to locate a technician and they would call back within 2 hours. They never called back. I called again on 7/19/22 and spent hours on the phone trying to get information from them. Was passed to 4 different people, was hung up on twice and was finally told they would resubmit my request and get back to me within ***** hours. As of 8pm on 7/21/22, I still have not heard from them. I tried calling and cant get anyone on the phone. Automated message said wait time was ***** minutes and the next available service rep would call back. No call back. Checked the status of my service request on their website and the request has been deleted. They already charged my credit card $75 for the service call that they deleted and I cant get anyone on the phone. My annual fee for this years warranty contract was $750.58, which I paid in full in addition to the $75 service fee, but I cannot even get the company to respond or fulfill the only service request Ive submitted under this contract term and I cannot get them to issue me a refund for the full $825.58 that Ive paid them for doing absolutely nothing.

  

  Business Response

  Date: 07/31/2022

  July 31, 2022
  
  
  *****************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: *****************************;HSA Plan No. *********; BBB Case No. 17607078
  
  Dear **********:
  
  Home Security of America ("HSA") 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 HSAs records regarding this matter.  HSA does apologize for the plan holders frustrations regarding this matter.  On July 12, 2022, a service request was placed on a stoppage.  Unfortunately, HSA does not have a contractor in the area to provide service.  Section D.2 of the warranty plan states if HSA cannot provide a contractor for you, HSA will approve the use of a contractor outside of its network. We have the sole right to determine if items will be repaired or replaced.  HAS offered the plan holder to hire their own contractor to diagnose the stoppage and report their findings directly to HSAs ************************* for approval based on the contract terms referenced above.  The plan holder has declined this option.  HSAs ******************* is currently attempting to recruit a contractor in the plan holders area to provide service.  HSA will also honor the plan holder obtaining their own licensed and insured contractor to diagnose their stoppage as well.  HSA will not comply with the plan holders demand to reimburse the rightfully due contract cost.  Although not liable to do so, HSA previously agreed to waive the $75 trade service call fee for this service request.  The plan holder may disregard any ******** that my cross via email and/or mail.
  
  Thank you for your consideration.
  
  Sincerely,
  
  Home Security of America, Inc.
  
  *****************************
  Claims Resolution Specialist

• Initial Complaint

  Date:07/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Request made for a down AC unit in ******* ** in July on Friday morning. Was told earliest a contractor could get out there was Tuesday. Called back for escalation and was told that was it, no options. So I found my own contractor to do the work, followed his guidance on how to repair for working with a warranty company. Called AHS to talk about getting it reimbursed out of pocket given that you literally die here without AC for 4 days. Was told I cant because it wasnt escalated properly and no prior authorization was made. I inquire about this, the rep acknowledges that yes, I was told incorrect information on Friday and there was a way to escalate it and get authorization for out of pocket. But because it wasnt done properly, theres nothing they can do. Fine, I ask them to cancel my service, and now theyre asking my to pay a $39 administration fee for canceling a service that they dont even honor themselves.

  

  Business Response

  Date: 07/24/2022

  July 24, 2022
  
  
  *****************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: ***********************;AHS Plan No. *********; BBB Case No. 17607074
  
  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.  Although not obligated, in an attempt to resolve this matter amiably, AHS has agreed to waive the $39.99 administrative fee that is rightfully due.  The plan holder *** disregard any ******** that *** cross in the mail regarding the administrative fee.
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield of *******, Inc.
  
  *****************************
  Claims Resolution Specialist

• Initial Complaint

  Date:07/21/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called for service on 28 June 2022 for air conditioning repair. A technician from ************ (******, **) came out on 28 June 2022. The technician started that he could not work on the air conditioning unit because the condenser was frozen. The technician came back a couple days later and said that he couldnt find anything wrong with my air conditioning unit. I called American Home Shield back for a follow up on my air conditioning unit and the technician came back and said that the *** was bad on the unit and they needed to order one. The technician came back on 15 July 2022 to make sure they order the correct ***. Ive called ************ countless times for an update but all I get is a recorded message. As of 21 July 2022, my air conditioning isnt function properly in this current ***** heat wave. This is totally unacceptable customer **********************.

  

  Business Response

  Date: 07/24/2022

  July 24, 2022
  
  
  *****************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: **** &*******************************; AHS Plan No. *********; BBB Case No. 17606665
  
  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.  On June 28, 2022, a service request was placed on the air conditioner and ************ was dispatched to diagnose any problems.  ************ advised AHS they repaired a refrigerant leak that same day. On July 1, 2022, a request was placed to have ************ return to the property to further diagnose the air conditioner.  Section I.9 of the warranty plan states AHS is not responsible or liable for any delay in service or failure to provide service caused by conditions beyond AHSs control.  On July 22, 2022, it was reported the blower motor needed to be repaired and AHS authorized that repair. 
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield of *****, Inc.
  
  *****************************
  Claims Resolution Specialist

• Initial Complaint

  Date:07/21/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been having issues with my dishwasher repair since opening the work order back in May 2022. It is now July 2022 and the customer *********************** reps all have the same sorry lines they feed about why my repair (or potential replacement) hasn't been resolved. I have called on numerous occasions about the status and I keep getting the run around about the contractor needing to call them (even though the contractor says he has). I've asked them to contact the contractor on three way to get the verbal confirmation they need but they will only send emails and will not CC or include me on the 'supposed' email traffic. I spoke to the contractor who informed me that they contacted AHS the day after coming out to inspect my dishwasher to inform the company that the necessary part is not available for ordering. My machine is a bit older so I can understand the that. However, I only found this out after calling the contractor directly. Instead of contacting me to let me know what's going on they instead closed the work order. I can't even get my words or thoughts together to write a better complaint but I am fed up with this company and will probably end up replacing my dishwasher myself and canceling the contract.

  

  Business Response

  Date: 07/24/2022

  July 24, 2022
  
  
  *****************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: *********************************; AHS Plan No. *********; BBB Case No. 17606496
  
  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.  On July 24, 2022, the decision was made that the dishwasher would need to be replaced. Section A.4 of the warranty plan states for covered malfunctions, unless otherwise specified in this contract, AHS will repair or replace the covered item. AHS has the sole right to determine, according to the terms of this contract, whether a covered item will be repaired or replaced. When making repairs, AHS reserves the right to rebuild existing parts or components and/or to install rebuilt parts or components. When making replacements, AHS is responsible for installing replacement equipment and parts of similar features,capacity, and efficiency, but not for matching dimensions, brand or color. AHS is not responsible for matching any feature of an existing item that does not contribute to the primary function of that item.  AHS ******************************* will contact the plan holder to review the replacement options in accordance with the provisions of the warranty plan referenced above.  The plan holder may contact the AHS ******************************* directly at **************.
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield of Virginia, Inc.
  
  *****************************
  Claims Resolution Specialist

• Initial Complaint

  Date:07/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have a service contract with AHS. A claim was filed and service fee was paid on 06/14/22 for water leakage in our garage closet where the hot water tank and furnace are located. A plumber (AHS contracted) was initially dispatched. The plumber believed the issue to be related to the furnace so (through AHS) he turned it over to an **** contractor. The **** contractor said the *** drainage system that was installed when a new water tank was installed (by an AHS contractor in February 2022) was "sketchy" because it rain downhill, then uphill. He said this issue was not related to wear and tear, but faulty installment (by the AHS plumbing contractor). He also said the furnace was old, dangerous and needed to be "red-tagged" and replaced. There is standing water in the condensation pan and this water can not drain quickly enough with the *** pipe going uphill. The **** contractor also said the evaporator coil and condensation pan needed to be raised to help address the drainage *** pipe that is now running uphill. In the heat of summer and the furnace running non-stop, this is creating standing water that requires 6-8 bath towels worth of soaking up each day. At times, the water runs under the wall from the garage into the interior of our home. I have spoken with at least eight different AHS representatives over the last two weeks and have been told various things such as they don't have the complete diagnosis from the contractor to be able to address the furnace issue, or the problem is not wear and tear, or call back in ***** hours for an update. The **** contractor says they have spoken with AHS and sent the diagnosis multiple times. And again the "not wear and tear" is related to a service that was completed by their own contractor, so I don't know how they could deny addressing the issue. These are both covered systems in the contract and we have only had work done by their assigned contractors. Yet, here we are over a month in and still have the problem.

  

  Business Response

  Date: 07/27/2022

  July 27, 2022
  
  
  ***************************
  BBB of the Mid-South 
  3693 ************* 
  *******, ** 38125 
  
  RE: **************************; AHS Plan No. *********; BBB Case No. 17601912
  
  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 sharing ****************** feedback and we apologize for any frustrations and inconveniences she may have experienced. Our records indicate that on 6/19/22 a work order was created for an air conditioner and it was dispatched to JKT Mechanical, and per the technician, the unit may need a condensate pump installed to force condensation out of the drain line, this is not normal wear and tear, and it was denied.  On 7/25/22 a new work order was created and dispatched to AMP Mechanical HVAC, ***** and she has an appointment scheduled for 7/28/22, once technician arrives at the home and diagnose the issue with the unit, he will notify us of his diagnosis to repair or replace according to the guidelines in her contract, and she will be updated on the final decision.
  
  
  Sincerely,
  
  
  
  
  American Home Shield Corporation

  Customer Answer

  Date: 08/04/2022

   
  Complaint: 17601912
  
  I am rejecting this response because:

  After completely starting a new claim on 07/25/2022 to try to clear up the confusion and avoid any further delays, there are still unresolved issues. I did NOT submit a claim for the air conditioner. That was a mistake made by AHS or the plumbing contractor that was sent by AHS. The claim should have been for the (leaking) furnace. The inital claim was filed on 06/14/22. After not getting a clear answer and the problem getting worse, we started calling AHS every few days and would be told something different every single time we called. We asked to have a supervisor call-back on on 07/21. We were told this would happen within 24 hours. It did not. We never received a call-back from a supervisor from this request.
  
  I started a new claim on 07/25/2022 for the furnace and paid another $75 for the new claim. During this call to start a new claim, I again asked to speak to a supervisor because I was not confident in AHS's responses to that point and hadn't received a call from a supervisor from my first request. I actually did get a supervisor to return the call this time (second try). He said he would reimburse me the $75 (for the second claim filed on 07/25) and I would see the credit in 3-5 business days. That has not happened. I have not yet been reimbursed.  
  
  We did have another AHS contractor out on 07/28/2022 to address the furnace based on the second request for service. The contractor indicated the evaporator coil needs replacement. As explained by the contractor, AHS was covering the cost of the evaporator coil but there would be out-of-pocket costs (line conversion, etc.). AHS confirmed verbally the evaporator coil would be covered. However, the written communication received from AHS was not clear on this topic. It did not provide a list of itemized costs. On 07/29/2022, I called AHS and asked to have an itemized list of the costs we were expected to pay. I was told we would recieve this in ***** hours. It has now been well beyond that and I still have not received a list of the charges for which I am responsible. Through an e-mail from AHS, I was asked to approve the "partial coverage" and charges to be able to proceed. I was afraid not to do this because I did not want further delays but felt the written communication sent was grossly inadequate and even incorrect for the issue.  
  

  I am currently awaiting parts and scheduling by the contractor to fix our leaking furnace. It should not have taken this long to have this repaired and I should have received better communication and the timely responses that were promised. I am asking for the reimbursement of $75 for the second service request (as promised by a supervisor) and I am again asking for a clear, detailed list of itemized charges that I am responsible for associated with the replacement of the evaporator coil. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/12/2022

  Tell us whyAugust 12, 2022
  
  
  *********************
  BBB of the Mid-South 
  3693 ************* 
  *******, ** 38125 
  
  RE: ************************** ***** ****; AHS Plan No. 597209038;BBB Case No. 17601912
  
  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 allowing us the opportunity to assist Mr. ***** ***************** with their complaint, our records indicate that there is an open work order for the furnace and per the technician, we will need to replace the evaporator coil, and with the replacement is some out of pocket cost for freon and modifications, that is the responsibility of the homeowner.  Below is the non-covered amount you would be responsible to pay directly to AMP Mechanical HVAC.  The Non-covered Items are drain line $295,plenum $325, line set modification $195, float switch $295 and refrigerant $675 for a total of $1,785.00.  On 7/29/22 they were offered cash in lieu in the amount of $690.00 for the replacement of the coil, and on 8/1/22 **************** refused the offer, and the company was informed to proceed with the repairs.  On 8/3/22 paperwork was submitted for refund of their service fee in the amount of $75; please allow ***** business days for processing, payment will be credited back to the original method of payment.
  
  Sincerely,
  
  
  
  
  American Home Shield Corporation here...

  Customer Answer

  Date: 08/18/2022

   
  Complaint: 17601912
  
  I am rejecting this response because:
  I appreciate the response that includes a breakdown of the charges. However, I still have not received the $75 refund after originally being told it would take 3-5 days. I realize the latest response indicates it could take up to 21 business days. I do not want to say Im satisfied with the business response until I have actually received the refund. Thank you for your ongoing assistance in helping to resolve this matter. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/27/2022

  August 27, 2022
  
  
  *****************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: ****** &*********************; AHS Plan No. *********; BBB Case No. 17601912
  
  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 August 8, 2022, AHS reimbursed the $75 trade service call fee into the checking account it was paid with.  If the plan holder has not received that reimbursement, they should follow up with their financial institution. 
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield of ********, Inc.
  
  *****************************
  Claims Resolution Specialist

• Initial Complaint

  Date:07/21/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  See the attached supporting document for an explanation of my problem

  

  Business Response

  Date: 07/25/2022

  July 25, 2022
  
  
  *********************
  BBB of the Mid-South 
  3693 ************* 
  *******, ** 38125 
  
  RE: ************************; AHS Plan No. *********; BBB Case No.  17606442
  
  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 sharing Mr. ******** feedback and we apologize for any frustrations and inconveniences he may have experienced. Our records indicate that on 7/25/22 the payment of $125.08 has been submitted to be waived from the homeowners contract, please allow ***** days for processing.  If he would like to create a work order, he can reach us at ************.  Regarding the refund of his contract annual fee, because this is an annual fee for the service contract, AHS would not reimburse the contract cost that is rightfully due for the active warranty plan.
  
  
  Sincerely,
  
  
  
  
  American Home Shield of **********, ****

  Customer Answer

  Date: 07/25/2022

   
  Complaint: 17606442
  
  I am rejecting this response because: I was unable to use the contract to schedule any service requests during the 3 month period that AHS was in error declaring it a past due amount of $125.08, when the contract was paid in full.

  Their policy would not allow any service requests  either by phone or online during the past due amount still being on my account.

  I will accept an extension of 3 months of the contract in lieu of a partial refund.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/27/2022

  July 27, 2022
  
  
  *********************
  BBB of the Mid-South 
  3693 ************* 
  *******, ** 38125 
  
  RE: ************************; AHS Plan No. *********; BBB Case No. 17606442
  
  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. 
  
  Although we hate to hear ********************** interactions with us were less than satisfactory, we will not be able to offer him an extension for three (3) months.  We do show that a work order was created for a garbage disposal on 7/25/22, and I will reimburse the service fee.  On 7/27/22 paperwork was submitted for refund of his service fee in the amount of $75.00; please allow ***** business days for processing, payment will be credited back to the original method of payment.
  
  
  Sincerely,
  
  
  
  
  American Home Shield of **********, ****

  Customer Answer

  Date: 07/28/2022

   
  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:07/21/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The continued lack of customer ********************** and support is horrific. Im paying for a warranty and cannot get reasonable timelines to cure my current issue. AHS will not escalate my issues to a supervisor and or have a supervisor call me back. I have a part on order from AHS since July 5th for my ************************************* has no idea where the part is albeit ***** shows the part delivered yet no one at AHS or its vendor can find this part. Ive been without a refrigerator and freezer for almost 3 weeks and AHS wont expedite a part as an emergency etc. and tells me I will need to wait another 10 days + for my appliance part to be re-delivered-how is this acceptable ? I pay for a warranty company to be able to fix issues on covered items in a reasonable timeframe yet no one at AHS wants to be accountable for this and my family is without a working refrigerator and freezer for weeks with no one doing anything to escalate the problem.

  

  Business Response

  Date: 07/25/2022

  July 25, 2022
  
  
  *********************
  BBB of the Mid-South 
  3693 ************* 
  *******, ** 38125 
  
  RE: ********************; AHS Plan No. *********; BBB Case No. 17606190
  
  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 sharing Mr. ****** feedback and we apologize for any frustrations and inconveniences he may have experienced. Our records indicate that on 7/4/22 a work order was created for a refrigerator and it was dispatched to *******************, and  the part was re-order on  7/12/22, once the part has arrived, the technician will contact the homeowner to schedule an appointment for installation.  On 7/25/22 paperwork was submitted for refund of his service fee in the amount of $100; please allow ***** business days for processing, payment will be credited back to the original method of payment.
  
  
  Sincerely,
  
  
  
  
  American Home Shield Corporation

  Customer Answer

  Date: 07/25/2022

   
  Complaint: 17606190
  
  I am rejecting this response because:
  The part according to AHS arrived to the vendor yet the vendor claims fed ex never delivered the part. I had to follow up 4 times regarding this part delivery to then explain back to AHS that their vendor claims no part arrived. I then inquire to the whereabouts of the part -with no response back from the AHS rep except they show in the system the part arriving. So here we are 21 days later on July 25 with No Part, No Follow up from AHS or their vendor and my failed 5th request for a follow up call from a supervisor from AHS regarding this whole ordeal yet Nothing. 
  

  When will the part arrive ?

  When will my warrantied item be repaired ?

  And what am Im paying for in my warranty-certainly not good customer ********************** or response time or follow up.

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

  

  Business Response

  Date: 07/28/2022

  July 28, 2022
  
  
  *********************
  BBB of the Mid-South 
  3693 ************* 
  *******, ** 38125 
  
  RE: ********************; AHS Plan No. *********; BBB Case No. 17606190
  
  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 allowing us the opportunity to assist ************** with his complaint, our records indicate that on 7/28/22 his refrigerator was submitted for replacement, and someone from our appliance purchasing department will contact him,or he can also reach them at:  Appliance Purchasing, ************, option 2, Monday - Friday, 7am - 7pm CST.  On 7/28/22 paperwork was submitted for refund of his service fee in the amount of $100; please allow ***** business days for processing, payment will be credited back to the original method of payment.
  
  
  Sincerely,
  
  
  
  
  American Home Shield Corporation

  Customer Answer

  Date: 07/31/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. However I will need more time than their offer expiration allows to purchase a new refrigerator as the unit I need to purchase is a large built in and my travel schedule wont work with their expiration window. 
  Please advise. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/21/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company provides information stating that if you pay for the higher monthly fees. This statement is not true. I was charged and extra $995 for a water heater and those fees were suppose to be covered. When I spoke with accounting the representative acknowledged that I was charged incorrectly. She stated that she sent the paper work in for the reimbursements of double charges and added incorrect charges. This was on June 17, 2022.I also at that time cancelled my contract with this company. On July 17 the company took payment through auto debit for monthly fees. When I requested those fees returned I am greeted with silence. Getting service is difficult with this company, speaking to a supervisor is impossible, and getting resolution of refunds for incorrect billing is impossible.

  

  Business Response

  Date: 07/23/2022

  July 23, 2022
  
  
  *****************************
  BBB of the Mid-South 
  3693 ************* 
  *******, ** 38125 
  
  RE: Dacotah, ******; AHS Plan No. *********; BBB Case No. 17587497
  
  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 sharing Ms. *************************** feedback and we apologize for any frustrations and inconveniences she may have experienced. Our records indicate that on 5/9/22 a work order was created for a water heater and it was dispatched to Colorado First Plumbing & Sewer, and per the technician, we need to replace the unit and it was approved for replacement,and per the technician there are some out of pocket cost for modifications and the cost is the responsibility of the homeowner.  On 5/27/22 she was informed of the cost and agreed to the cost, and the job was completed on 5/24/22.  Per her contract section D item 4b. Costs of construction, carpentry, or other modifications necessary to remove, relocate, or install equipment.  Her service fee of $125 was applied back to the banking information we have on file. We will not reimburse for the out of pocket cost.
  
  
  Sincerely,
  
  
  
  
  American Home Shield Corporation

  Customer Answer

  Date: 07/23/2022

   
  Complaint: 17587497
  
  I am rejecting this response because: they have not refunded portion of the $900+ for the plumber because I paid for advanced coverage. 

  Also they have not reimbursed the two months of fees taken from my account after I cancelled service with them. 
  
  Sincerely,
  
  ****** Dacotah

  

  Business Response

  Date: 07/31/2022

  July 31, 2022
  
  
  *****************************
  BBB of the Mid-South 
  3693 ************* 
  *******, ** 38125 
  
  RE: *******, ******; AHS Plan No. *********; BBB Case No. 17587497
  
  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 allowing us the opportunity to assist Ms. ******* with her complaint, our records indicate that per our previous response, the modifications for the water heater are not covered, per her contract section I item 4b.  AHS is not responsible or liable for: Costs of construction, carpentry, or other modifications necessary to remove, relocate, or install equipment.  AHS' decision regarding this matter remains unchanged.  We will not reimburse for any out of pocket cost.  Regarding her statement that she was charged twice after her cancellation date, we show that a payment of $65.99 was extracted from her account on 7/17/22 and her contract was cancelled on 7/27/22. There is an early administration cancellation fee of $65.99 that is due and on 7/31/22 paperwork was submitted to waive that amount,please allow ***** business days for processing.  No further reimbursements are due.
  
  Sincerely,
  
  
  
  
  American Home Shield Corporation