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
- 18,258 total complaints in the last 3 years.
- 4,972 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:07/21/2022
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.
On May 16, I used the American Home Shield offer to have my air conditioning checked and make sure it was OK before the heat of the summer started. They sent a company called *****************. ***************** determined that the ** unit, including the condenser coil and the unit on the roof, needed to be replaced. American Home Shield ordered the new equipment and send it to ***************** to install. They did so on June 17. The brand new equipment continued to malfunction - freeze up during the hottest part of the day, so we asked for a recall. Another technician from ***************** came out on July 13 and replaced the fan blower motor in the furnace because it was broken. American Home Shield covered that. The brand new ** unit has continued to not work and intermittently freeze up because the furnace is incompatible with the new ** unit. This was determined on July 19. American Home Shield won't replace the furnace that is incompatible with the ** unit THEY CHOSE AND ORDERED because the problem is that it doesn't have enough capacity, which isn't covered under my contract. They will only replace it for wear and tear. I do not think this is right or fair because the problem was caused by someone at AHS not making sure that the equipment they ordered would work with the old furnace. So now I've got brand new, very expensive ** equipment that AHS paid for that's going to get undue wear and tear because it's being forced to work with a furnace they won't replace even though it's incompatible. I want them to make this good and replace the furnace. This seems to be an issue outside of my contract, and a problem that is the company's fault. Every time I call to talk to a customer ********************** representative, I am given a horrible run around, and when I try to connect to the ********************** they hang up on me. It is 108 here today, and I have no working air conditioner, even though there's brand new equipment here.
Business Response
Date: 07/25/2022
July 25, 2022
*****************************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: ********************; AHS Plan No. *********; BBB Case No. 17601927
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 5/16/22 a work order was created for an air conditioner and it was dispatched to ***************** and the job was completed on 7/13/22. On 7/19/22 a work order was created for the furnace, and per the technician, it is a single speed furnace, and does not have enough air flow, and it was denied for inadequacy and lack of capacity. Per her contract section I item 1G(ii), This contract does not cover: when the malfunction is due to lack of capacity in the existing system or appliance. We will stand on the denial.
Sincerely,
American Home Shield CorporationInitial Complaint
Date:07/21/2022
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.
On May 18, I called American Home Shield with two appliances that needed fixing and were within the policy coverage. One was our stove, which was fixed satisfactorily, and the second was our dishwasher, which the technician sent by American Home Shield told us he would have to get permission as to whether to repair or replace it. He left and never returned. He was unavailable when we called.American Home Shield sent a new technicial on July 1, 2022, and they reported to American Home Shield that the dishwasher was not repairable and should be replaced. We received email notification that we could choose a dishwasher to be sent to our home and installed by that same technician who had visited on July 1. Since then, as of July 21, no one at American Home Shield can tell us anything about the status of our dishwasher, and our calls are going unanswered.We'd like our dishwasher replaced promptly, since we have been waiting for this resolution since May 18. We are out of pocket $75 plus the premiums we pay every month for this contracted service.Business Response
Date: 07/24/2022
July 24, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: ******* &***************************; AHS Plan No. *********; BBB Case No. 17601763
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 July 13, 2022, the decision was made that the dishwasher would need to be replaced. The same day AHS ******************************* offered the replacement options and the new dishwasher was ordered. The plan holder may contact the AHS ******************************* directly at ************** regarding any questions regarding the dishwasher replacement.
Thank you for your consideration.
Sincerely,
American Home Shield of *****, Inc.
*****************************
Claims Resolution SpecialistCustomer Answer
Date: 07/24/2022
Complaint: 17601763
I am rejecting this response because:I did receive notification that my dishwasher replacement was approved. However, I have called daily to check on the status of the dishwasher. It takes hours each day to get a response, and then the responder still does not give me any indication of the delivery status of the dishwasher. The shipping company is impossible to contact, as the phone the rings continuously with no answer and no opportunity to leave an inquiry.
Plus when I do get an answer to my call to AMERICAN HOME, I can barely understand the person assisting me.
I first called for service for our dishwasher on May 18. It was finally approved on July 13. It is now July 24. No dishwasher, obviously none installed.
Where is our dishwasher????
Sincerely,
***************************Business Response
Date: 07/30/2022
July 30, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: ******* &***************************; AHS Plan No. *********; BBB Case No. 17601763
Dear **********:
American Home Shield (AHS) is in receipt of your letter enclosing additional correspondence from plan holder.
AHS has previously received and reviewed plan holder's complaint and stated its position regarding this matter.AHS' position does remain unchanged. AHS does apologize for the plan holders frustrations regarding this matter. Unfortunately, it does appear there has been a delay with the dishwasher getting installed. AHS records indicate the plan holder believe Steves Refrigeration will be coming to install the dishwasher on August 2, 2022. Alternatively, AHS offered up to $125 for the plan holder to have their own licensed and insured contractor install the dishwasher.
Thank you for your consideration.
Sincerely,
American Home Shield of *****, Inc.
*****************************
Claims Resolution SpecialistInitial Complaint
Date:07/21/2022
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.
On 7/21/2022 I contacted the contractor assigned to my case and was informed by the company that American Home Shield did not provide my phone number. When scheduling a service time, I was informed that Monday July 25th was the earliest appointment. I call AHS back and asked them to help me get another contractor but informed me they could not as an appointment was already scheduled. I demanded to speak with a supervisor but was told they would only provide me with the same information. When I again asked, I was told, "they're busy". I paid my $125.00 service fee and pay monthly and I cannot get help while my children and I have no cool air in south ***** and my house is 100 degrees at night, in the day it is much hotter.Business Response
Date: 07/24/2022
July 24, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *************************;AHS Plan No. *********; BBB Case No. 17601692
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 20, 2022, a service request was placed on the air conditioner and ******************* was dispatched to diagnose any problems. ******************* advised AHS they have secured an appointment with the plan holder on July 25,2022. AHS will make a coverage decision based on the diagnosis received and the terms of the plan.
Thank you for your consideration.
Sincerely,
American Home Shield of *****, Inc.
*****************************
Claims Resolution SpecialistCustomer Answer
Date: 07/24/2022
Complaint: 17601692
I am rejecting this response because: I was informed by the secretary at ******************* To secure the appointment just in case and to call my Warranty company to see if they could provide add another company for a sooner appointment. The representative in ***** refused to do anything other than tell me I could not speak to a supervisor.
Sincerely,
*************************Business Response
Date: 07/30/2022
July 30, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *************************;AHS Plan No. *********; BBB Case No. 17601692
Dear **********:
American Home Shield (AHS) is in receipt of your letter enclosing additional correspondence from plan holder.
AHS has previously received and reviewed plan holder's complaint and stated its position regarding this matter.AHS' position does remain unchanged. AHS does apologize for the plan holders frustrations regarding this matter. AHS does not guarantee same day service. On July 25, 2022, ******************* advised AHS the service request was complete.
Thank you for your consideration.
Sincerely,
American Home Shield of *****, Inc.
*****************************
Claims Resolution SpecialistInitial Complaint
Date:07/21/2022
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.
On 6/16/2022, I scheduled and paid for a repair to my central AC unit with American Home Shield (AHS) as I have a home warranty that I have paid for the entire 3 years I have owned my home. They sent a contractor who confirmed that my entire AC unit would need to be replaced as the old one was 22+ years old and shorting out.AHS ordered an AC unit at the end of June and told me that it was received by the installation contractor on 7/1. The contractor did not receive the unit (I do believe the contractor because AHS stated the unit was delivered only 2 days after AHS placed the order and nothing delivers that quickly). AHS insists that they sent it, so they will not send the contractor another one. In the meantime, as AHS and the contractor argue over what was/wasn't shipped I am the one suffering with no AC in 100+ degree weather. I have paid my premiums for my warranty and am not getting the service as requested.I have attached my contract with AHS.Business Response
Date: 07/31/2022
July 31, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *****************************;AHS Plan No. *********; BBB Case No. 17601299
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 May 25, 2022, a service request was placed on the air conditioner and Long Lane **** Services was dispatched to diagnose any problems. On June 2, 2022, it was reported the wiring and capacitor needed to be replaced and AHS authorized this repair. Long Lane **** Services advised AHS the service request was complete.
On June 16, 2022, the plan holder indicated they were experiencing a malfunction with the air conditioner. AHS dispatched Long Lane **** Services to return to the property to further diagnose the air conditioner. On June 21, 2022, it was reported the evaporator coil and condenser needed to be replaced. AHS authorized that repair in accordance with the provisions of the warranty plan. AHSrecords show all equipment ordered was delivered on June 24, 2022. On July 29, *************** **** Services requested the model and serial numbers of the delivered equipment. AHS provided all information request. AHS will continue to work with the plan holder and Long Lane **** Services to ensure this matter is resolved.
Although not obligated, as a courtesy,AHS has agreed to reimburse the plan holder up to $350 towards a purchase of alternate cooling (for example - window a/c, portable a/c, fans, etc.) for the home. The plan holder may attach their receipt and confirm their proper mailing address on this complaint. Once that information is received and reviewed, the check for up to $350 will be processed.
Thank you for your consideration.
Sincerely,
American Home Shield Corporation
*****************************
Claims Resolution SpecialistCustomer Answer
Date: 07/31/2022
Complaint: 17601299
I am rejecting this response because I still have not had my AC installed and it is over 7 weeks since my claim was submitted. It should not matter that Long Lane contacted AHS for serial numbers as it has nothing to do with me having my AC installed. AHS needs to send Long Lane more parts so they can ************/replacement or assign another contractor and send them the parts so that they can do it. The issue is between Long Lane and AHS. Not me. However, I am the person suffering with no AC in 95+ degree weather.I do accept the reimbursement of $350.00 for a portable AC unit that I had to purchase to have at least one cool room in my home. The receipt is attached.
Sincerely,
*****************************Business Response
Date: 08/07/2022
August 7, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *****************************;AHS Plan No. *********; BBB Case No. 17601299
Dear **********:
American Home Shield (AHS) is in receipt of your letter enclosing additional correspondence from plan holder.
AHS has previously received and reviewed plan holder's complaint and stated its position regarding this matter.AHS' position does remain unchanged. Long Lane **** Services advised AHS they did have the plan holder on the scheduled for August 5, 2022. The plan holder may confirm their proper mailing address on this complaint. Once that information is received and reviewed, the check for up to $350 will be processed.
Thank you for your consideration.
Sincerely,
American Home Shield Corporation
*****************************
Claims Resolution SpecialistCustomer Answer
Date: 08/08/2022
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 moving on 8/13 and my new address to send a check for the $350.00 is:
****** Charlton
4328 **************.****** ** 37167
Sincerely,
*****************************Initial Complaint
Date:07/21/2022
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 had a one year home warranty contract with AHS that was set to expire on 5/18/2022. The contract states that "AHS may, in its sole discretion elect to renew the contract..." so prior to expiration, I called AHS twice in early and mid May to inquire as to whether my contract was going to be renewed. I did not want to renew my contract on account of the poor customer ********************** and communication I received from AHS through my original contract term. On both occasions that I called I indicated that I did not wish to renew my contract and asked if AHS needed me to take any action to ensure it was not auto renewed. I was assured on both calls that the contract would not be auto renewed. Additionally, on both calls, I inquired about a $100 credit that a previous representative had told me over the phone was approved and would be processed but after multiple months had not. The credit was for a service call performed in February 2022 by a plumber selected by AHS that did not perform any work and resulted in me having to pay for another $100 service call for a different plumber. In mid June I noticed two $112.98 charges from AHS beyond the term of my original contract and promptly called AHS to inquire about the charges. I was told those charges were for a renewed contract. I explained the story above but the representative was unable to process a refund for the erroneous charges and was unable to connect me with a supervisor. I am filing a complaint with American Home Shield (AHS) on account of 2 erroneous charges for $112.98 each and a credit that was promised to me for the amount of $100. I am requesting a refund of $325.96 to resolve this complaint.Business Response
Date: 08/03/2022
August 3, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *********************; AHS Plan No. *********; BBB Complaint Case No. 17599411
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 AHSrecords with regard to the customers complaint. **************** original coverage term expired on May 19, 2022. AHS elected to renew the warranty plan coverage.On June 23, 2022, the customer requested to cancel the ********************** plan coverage and it was cancelled in accordance with Section L.4 (a) (d), which states that if the customer or ********************** cancels the contract after the 30th day following the beginning of the contract term, (a) if AHS has not provided any services, the customer will receive a pro rata refund of the contract fees paid for the unexpired term; and (d) additionally, the customer shall be responsible for an administrative fee of the lesser of (i) the plan fee for one month of coverage under this contract or (ii) such amount as is permitted by law. AHS agreed to waive the administrative fee. Based on the terms of the warranty plan, AHS is not liable to refund warranty plan fees. AHS did agree to refund one trade service call fee in the amount of $100. ************** will receive this refund in approximately thirty days.
Thank you for your consideration.
Sincerely,
AMERICAN HOME SHIELD OF **********, ****Customer Answer
Date: 08/11/2022
Complaint: 17599411
I am rejecting this response because: the respondent is not addressing the critical facts that I outlined in my initial complaint which was that I explicitly directed AHS to not auto renew my contract. I acknowledge that on June 23, 2022 I did call AHS to cancel my contract (as a formality) that was erroneously renewed but that was only after I noticed I was charged twice for a wrongfully renewed contract. What the respondent failed to address from my initial complaint was that I called TWICE in early and mid May before my original contract was set to expire to express that I did not want my contract to auto renew. If the respondent listens to the phone records they will see that I provided AHS with appropriate notice to NOT renew my contract yet those directives went ignored and I have had to spend my own time including an unnecessary call on June 23 and written communication with the BBB to recoup funds that were erroneously charged to me.In order to resolve this complaint I would like a full reimbursement in the amount of $325.96 which consists of 2 erroneous charges for $112.98 each and a credit that was promised to me for the amount of $100. I appreciate the acknowledgement and processing of the $100 refund for the trade service fee noted in the initial response by AHS.
Sincerely,
***********************************
Business Response
Date: 08/21/2022
August 21, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *********************; AHS Plan No. *********; BBB Complaint Case No. 17599411
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 previous correspondence accurately stated the information in our records, as well as our position. AHS is not liable to refund warranty plan fees. The trade service call fee in the amount of $100 was refunded to the card used to make the payment on or about August 11, 2022. If ************** has not received this refund,he should contact his banking institution.
Thank you for your consideration.
Sincerely,
AMERICAN HOME SHIELD OF **********, ****Customer Answer
Date: 08/24/2022
Complaint: 17599411
I am rejecting this response because AHS has still not addressed my request to review their phone records from my two calls in early and middle May. If they had, they would clearly see that I directed AHS to not renew my contract. I am unclear on how I can speak to AHS trained representatives by phone on TWO separate occasions before the expiration of my original contract directing them to not renew my contract and those directives get either ignored or or are mishandled and not acted upon. The charges that occurred after I expressly directed AHS to not renew my contract are fraudulent.I will consider this matter resolved when AHS issues refunds for the two fraudulent charges in the amount of: $225.96.
Sincerely,
*********************Business Response
Date: 09/16/2022
September 16, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *********************; AHS Plan No. *********; BBB Complaint Case No. 17599411
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 records do not indicate that the customer requested to cancel the ********************** plan prior to June 23, 2022. In order to amicably resolve this matter, although not liable to do so, AHS agrees to refund payments received on May 19, 2022 and June 19, 2022,in the total amount of $225.96. The customer will receive this refund in approximately thirty days.
Thank you for your consideration.
Sincerely,
AMERICAN HOME SHIELD OF **********, ****Initial Complaint
Date:07/21/2022
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 claim to have my hot water heater repaired and after months of AHS not being able to find someone to repair it otherriised you us to hire someone and pay to have.it repaired. Im a Hospicce paitation and must bathe daily in hot water I did find a plumber I could afford to get it repaid by. It turned out the heater was leaking and had to. Be replaced which I told AHS was the only way to get hot water again. They told us to repair and and then the **** showing parts involved and copy of how it was paid. We did I all of this and waited to be repayed. After months I was told they would not repay due to we did not have repair company call for approval of repairs. So not only did I pay the $100 co pay but Im out the $495 for the hot water heater and labor. I pay for this coverage and should not have to find my **** repair company or not get repaid when I did what was asked of me. With my failing liver needing to get hot or warm water to keep myself out of the hospital.Business Response
Date: 07/24/2022
July 24, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: ***************************;AHS Plan No. *********; BBB Case No. 17601225
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 records indicate the $100 trade service call fee was reimbursed on July 19, 2022. If the plan holder has not received that reimbursement within 5 to 7 business days after that reimbursement was processed they should contact their financial institution. Although not obligated, in order to resolve this matter amicably, the plan holder may attach the paid itemized invoice for the water heater repair to this complaint. The requested information should include an itemized breakdown of the costs incurred or estimated for the repair, as well as the technicians diagnosis of what caused the failure. When the paid invoice has been received and reviewed, AHS will advise further of our position. AHS will await the requested itemized paid invoice.
Thank you for your consideration.
Sincerely,
American Home Shield of Virginia, Inc.
*****************************
Claims Resolution SpecialistInitial Complaint
Date:07/21/2022
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.
Despite paying for my home warranty agreement faithfully for over 5 years, American Home Shield denied a claim to replace the water heater that failed do to usual wear and tear. My contract specifically covers wear and tear but American Home Shield said my claim was denied because the contractor they sent out - *****************, listed on the repair quote that "modifications" were needed. AHS does not cover "modifications". I attemped to resolve this by calling AHS and was told simply that these "modifications" made the claim not valid. I asked to speak with a supervisor and was told repeatedly that "that is not possible, that is not how our system works". I asked how to file a complaint and get a call back, was put on hold and a few minutes later, I was told that a "ticket" had been submitted. I asked for a ticket number or some type of verification and was told that "we don't issue ticket numbers". I also tried to resolve the issue by calling ************* to get details on the alleged "modifications" and all they could say is that a ball valve and other various fittings had to be replaced. I tried to reason with the rep and explain that these are not "modications" but are replacement parts and was told "you don't understand plumbing and how home warranties work". I believe that American Home Shield and ************* have colluded to deny my claim despite it clearly being covered by my warranty contract. I ended up replacing the water heater myself and the only part I had to purhcase was a 2" PVC fitting, pipe cleaner and pipe glue. For this, American Home Shield and ************* said my portion of the cost to replace the water heater was $1391! This home warranty company is deceitful and dishonest.Business Response
Date: 07/24/2022
July 24, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: ***** &*************************; AHS Plan No. *********; BBB Case No. 17601343
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 July 19, 2022, a service request was placed on the water heater and *************, LLC, was dispatched to diagnose any problems. On July 20,2022, it was reported the water heater needed to be replaced and AHS authorized that replacement in accordance with the terms of the warranty plan. *************, LLC, explained to properly replace the water heater they would need to bring it up to code, pull a permit,and make modifications. Section D.1.l of the warranty plan states the agreement 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. 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 *************, LLC, directly for the non-covered code upgrade, permit, and modifications. Although not liable to do so, AHS has agreed to reimburse the $75 trade service call fee paid for this service request. The plan holder can expect to receive that reimbursement within 10 to 14 business days.
The plan holder referenced in this complaint that the water heater was replaced outside of the warranty plan. Section C.8.b of the warranty plan states AHS may provide a cash in lieu of AHS cost of such repair or replacement services. AHS would offer our cost to replace the water heater ($522.50). The plan holder is welcome to confirm their proper mailing address on this complaint and the check will be released for $522.50. AHS does request the proof of the replacement of the water heater by a licensed and insured contractor be provided to **************************************************** at the plan holders convenience,to continue coverage of the water heater. AHS will not comply with the plan holders demand to reimburse the rightfully due contract cost for the last five years
Thank you for your consideration.
Sincerely,
American Home Shield of *****, Inc.
*****************************
Claims Resolution SpecialistCustomer Answer
Date: 07/26/2022
Complaint: 17601343
I am rejecting this response because: The offered amount of $522 will cover the cost of the physical water heater but covers $0 (zero) of the installation cost. I understand that modifications are not covered, however, the amount they want me to pay - $1391 - far exceeds the amount of that the modifications will cost. If the modifications will cost $1391, then how much does the rest of the installation cost? Because as I said, the $522 barely (if even) covers the replacement cost of the physical water heater (retail price at ********** is $709), so why isn't AHS paying for ANY of the installation? The contract covers replacement - including installation, but not modifications. $522 is not enough to include any installation cost. The modifications will cost tens of dollars in parts and maybe a couple of hours in time for, at most, $300 to $400 total cost so the balance of approximately $1,000 should be 'standard' installation and should be covered. Unless of course, as I allege, AHS and SWAT are colluding the cheat the consumer and rigging the system.I want to say that at no point in this process has AHS or SWAT provided me with a item by item quote of the work that needs to be performed and / or the line by line cost of each item. In what other business could a vendor get away with not telling the customer what they are being requested to pay for? They have provided a lump sum quote with vauge language around "modifications" that are not covered due to code changes. I allege that they are intentionally doing this to obfuscate the issue and avoid paying the claim. I have researched the current plumbing code for my location and have attached a copy of the residential water heater requirements with notes on exactly which components need 'modifications' at my home. In no way do these upgrades justify a charge of $1391. The mere suggestion that $1391 is justified as "modifications" is criminal. So, as I have previously stated, how much of the $1391 is standard installation and why isn't AHS willing to cover this amount?
I have cancelled my contract with AHS effective 7/25/22 and will make it my life's mission going forward to share my negative experience with the world in an effort to help others avoid getting cheated and taken advantage of the way I have been. I am certain that at some point there will be a class action lawsuit against AHS (and probably other home warranty companies), and although only the lawyers will benefit, I will be a most willing participant.
Sincerely,
*************************Business Response
Date: 07/31/2022
July 31, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: ***** &*************************; AHS Plan No. *********; BBB Case No. 17601343
Dear **********:
American Home Shield (AHS) is in receipt of your letter enclosing additional correspondence from plan holder.
AHS has previously received and reviewed plan holder's complaint and stated its position regarding this matter.AHS' position does remain unchanged. The plan holder elected to replace the water heater outside of the warranty plan. Section C.8.b of the warranty plan states AHS may provide a cash in lieu of AHS cost of such repair or replacement services. AHS would offer our cost to replace the water heater ($522.50). The plan holder is welcome to confirm their proper mailing address on this complaint and the check will be released for $522.50. AHS will not comply with the plan holders demand to reimburse the rightfully due contract cost for the last five years.
Thank you for your consideration.
Sincerely,
American Home Shield of *****, Inc.
*****************************
Claims Resolution SpecialistCustomer Answer
Date: 08/01/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I will accept the settlement offer. Below is confirmation of the mailing address as requested. I still contend that American Home Shield and their contractor have colluded to avoid paying addtional costs on this claim, however, since I did the work myself, those costs were not incurred and should not be considered for reimbursment. However, that does not excuse AHS for shady business practices and accepting the settlement offer does not prohibit me from holding the opinion that I have been cheated.
Sincerely,
*************************6827 San Fernando
******, **. 75039
Initial Complaint
Date:07/21/2022
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.
Placed service call to AHS for central A/C not working on 7/3. Scheduled with local contractor Anthem Mechanical for 7/12. Tech determined compressor needed replaced. From AHS, I received an out of pocket repair estimate and a cash out estimate--the cash out estimate after I was told the compressor had been ordered. I declined the cash out with several AHS customer ********************** reps, and was told the part was waiting to for pick up from the contractor. Contractor attempted to contact AHS for the pick up number and location, but AHS parts **** did not answer. I have now been told several times that the part has not been shipped and order is on hold due to requesting the cash out despite declining the cash out offer with several AHS reps. Today, I asked to escalate to a customer ********************** supervisor, but was told after a lengthy hold, that no one was available--all the supervisors were in a supervisors meeting. Since the compressor failed, outside temps have been *******, inside temps ***** (with a portable A/C running that I had to purchase). A household member has a medically verified utility baseline allowance for cooling--I offered written verification of the medical need to an AHS rep who stated they would expedite the claim. I believe the assigned contractor has my interests in mind and will complete the work as soon as possible once they receive the part. I have agreed in writing to all stated out of pocket charges with the contractor. I purchased a home warranty for prompt service, not to pay for a warranty that provides no service at all. My AHS contract number is *********, and supposedly the work order number for the claim is *********. I would appreciate any help you can provide, thank you.Business Response
Date: 07/31/2022
July 31, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: ********************************* & *****************************; AHS Plan No. *********; BBB Case No. 17601258
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 3, 2022, a service request was placed on the air conditioner and Anthem Mechanical was dispatched to diagnose any problems. On July 13, 2022, it was reported the compressor needed to be replaced and AHS authorized that repair in accordance with the provisions of the warranty plan. The compressor has been ordered and expected to be delivered to Anthem Mechanical on or around August 2, 2022. Anthem Mechanical will contact the plan holder to secure an appointment with the plan holder once the compressor has been obtained. The plan holder may contact Anthem Mechanical directly at ************. AHS will continue to work with the plan holder and Anthem Mechanical to ensure this matter is resolved.
Thank you for your consideration.
Sincerely,
American Home Shield of **********, Inc.
*****************************
Claims Resolution SpecialistCustomer Answer
Date: 07/31/2022
Better Business Bureau:I contacted the contractor, Anthem Mechanical on 7/28/2022 and was advised that they had received the compressor on 7/27/2022 an hour before close of business. A repair appointment has been scheduled for 8/8/2022.
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as long as the A/C repair is completed on 8/8/2022 with no additional costs outside of what I have agreed to with the contractor.
I appreciate the intervention provided by BBB as I had no way to monitor this repair request except by repeatedly calling and keeping a log as the customer dashboard was never updated to even show a claim let alone my requests for repair instead of a cash out. I don't believe the compressor would have been ordered if BBB had not contacted AHS. Thank you.
Sincerely,
*********************************Initial Complaint
Date:07/21/2022
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.
The company is denying a claim for the hot water tank replacement saying it is a manufacturers defect. The unit has been running for 2 years, the one installed at the same time beside it is still functional. They cannot tell me the defect, just that since its failed it must be a defect. At what point would they replace anything that breaks when they can just say manufacturers defect. We want the unit replaced as our warranty states will be done if the covered unit fails.Business Response
Date: 07/24/2022
July 24, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: ***************************;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 ***************************.
I have reviewed AHS records regarding this matter. On June 30, 2022, a service request was placed on the water heater and Infinity Plumbing was dispatched to diagnose any problems. On July 21, 2022,it was reported the water heater would need to be replaced. However, Infinity Plumbing explained the water heater failed due to a manufacturer defect and has a manufacturer warranty for parts. Section D.6.e of the warranty plan states AHS is not responsible or liable for covered item repairs or replacement when a malfunction is due to a manufacturers improper design, materials, or formulations; a defective manufacturing process; or other manufacturing defects. Section D.10 of the warranty plan states AHS will not repair or replace covered item malfunctions covered by the warranty of a manufacturer, distributor, builder, or by an extended warranty issued by any of the foregoing or by a third party. Therefore, based on the information received and the terms of the warranty plan, the claim was denied. On July 22, 2022, Infinity Plumbing advised they attempted to explain to the plan holder the next steps as the unit is under warranty.
Thank you for your consideration.
Sincerely,
American Home Shield of *****, Inc.
*****************************
Claims Resolution SpecialistInitial Complaint
Date:07/21/2022
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.
****** BBB complaints filed against American Home Shield! Wow! If only we had seen this prior to buying a plan. I filed a service request for A/C repair. The request was assigned to a vendor, with a note stating I should contact the vendor to schedule an appointment. Called the vendor approximately 10 times, and no answer. Vendor called me back later in the day stating American Home Shield assigns him over 30 jobs per week and he cannot come to my home for at least 6 days. It is 112 degrees here with no A/C. I contacted AHS approximately 8 more times; each time they said the original vendor was the only vendor in my area. I live in the Phoenix metro with a population of **** million people. One A/C vendor? How is that possible? They also assigned a contractor that when called, stated they do not even service my ZIP code! I'm astonished this home warranty company is still in business. This type of behavior from a business has to stop.Business Response
Date: 07/31/2022
July 31, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *************************;AHS Plan No. *********; BBB Case No. 17601047
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. Section B.3 of the warranty plan states in some cases, AHS may not be able to provide a service contractor and may request you to contact an independent service contractor, who will be required to contact AHS for approval before beginning any repair or replacement efforts on your behalf. If your contractor will not **** AHS directly, you will pay your contractor directly, and AHS will reimburse you the amount of the authorized repair or replacement as agreed between AHS and your contractor in advance of work performance and as demonstrated by proof of payment provided by you. On July 22, 2022, AHS approved the plan holder to hire their own licensed and insured contractor to diagnose their air conditioner and report their findings directly to AHS ************************* for approval based on the provisions of the warranty plan. To date AHS ************************* has not received a call from the plan holders contractor. The plan holder may have their contractor contract AHS ************************* directly so this matter can be resolved.
Thank you for your consideration.
Sincerely,
American Home Shield of *******, Inc.
*****************************
Claims Resolution SpecialistCustomer Answer
Date: 08/02/2022
Complaint: 17601047
I am rejecting this response because: She did not address the main issue of my complaint. I am well aware of how the contract works. My main issue is that they repeatedly assigned my service request to a contractor that was not available. I spoke to said contractor who stated that he had made AHS aware that he was not available for any additional service requests for the next two weeks. Secondly, they also assigned my service request to a contractor that does not even service my area. Those are the issues at hand and neither were addressed. I request the contract be cancelled and refunded directly to me.
Sincerely,
*************************Business Response
Date: 08/11/2022
August 11, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *************************;AHS Plan No. *********; BBB Case No. 17601047
Dear **********:
American Home Shield (AHS) is in receipt of your letter enclosing additional correspondence from plan holder.
AHS has previously received and reviewed plan holder's complaint and stated its position regarding this matter.AHS' position does remain unchanged. AHS does apologize for the plan holders frustrations regarding this matter. However, there are times contractors will travel, and times that contractors decline to work in areas. AHS attempt to work around the contractors and plan holders request. There are times it can take up to 48 hours for that information to be updated. Although not liable to do so, AHS has agreed to reimburse the $85 trade service call fee paid for this service request. The plan holder can expect to receive that reimbursement within 10 to 14 business days. The plan holder *** disregard any ******** that *** be received regarding a trade service call fee for the air conditioner service requests.
Section A.4.b.ii.(c) of the warranty plan states if your agreement is terminated by AHS or you (and you *** terminate your agreement at any time for any reason), the following shall apply: i.. If your agreement is terminated within the first thirty (30) days and you have experienced: (1) no service, AHS will provide a full refund of your agreement price paid to date; (2) Service under which AHS total cost to provide service under your agreement (AHS service cost) is less than your agreement price paid to date, AHS will provide a refund of your agreement price paid to date, less AHS service cost; (3) Service where AHS service cost is greater than your agreement price paid to date, you shall pay to AHS upon demand AHS service cost minus your agreement price paid, to a maximum of your full agreement price as provided in your account summary. ii. If your agreement is terminated after the thirtieth (30th) day and you have experienced: (1) No service, AHS will refund any portion of your agreement price paid to date applicable to the remaining agreement term; (2) Service where AHS service cost is less than your agreement price paid to date, AHS will refund any portion of your agreement price paid applicable to the remaining agreement term, less AHSservice cost; (3) Service where AHS service cost is greater than your agreement price paid to date, you shall pay to AHS upon demand the lesser of AHS service cost minus your agreement price paid, to a maximum of your full agreement price as provided in your account summary. c) If your agreement is terminated per paragraph 4.b.ii. above, an administrative fee of an amount equal to your agreement price for one month of coverage: (i) shall be paid by you to AHS on demand, (ii) shall be charged to you via any payment source you have provided AHS, or (iii) shall be subtracted by AHS from any refund due to you. If it is plan holders intent to cancel the warranty plan, they *** contact AHS directly at ************** and the warranty plan will be cancelled per request and according to the provisions referenced above.
Thank you for your consideration.
Sincerely,
American Home Shield of *******, Inc.
*****************************
Claims Resolution SpecialistCustomer Answer
Date: 08/11/2022
Complaint: 17601047
I am rejecting this response because:My position also has not changed. The offer to refund a service fee for a service that was not performed is absolutely ridiculous. AHS continues to deflect and dance around the issue. Again, there was no service performed. AHS did not provide us with a contractor and we did not submit a third party claim, ergo, there should not be a charge. I request the entire contract to be canceled and a prorated refund be issued. Considering the ****** + BBB complaints, I'm sure the person we are dealing with has one job, and that is to respond to these complaints. Let's get this cancelled and we can all move on.
*************************
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