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
- 18,261 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: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.
Good afternoon!I have been a customer of ************************************************* since 10/01/2018. I have had to call them out several times to fix my upstairs central air conditioning unit and have always been given the "run a round". I have paid many service fees and costs of freon over the past years since I have been with this company. (which would have already paid for a new unit by now) I was told by their techs (***************************), several times that I needed a new unit and to just be patient and Homeshield would replace it eventually. I called AGAIN on May 12, 2022, and let them know my upstairs ac unit was not working. They have since, sent out two different techs and both techs have had different opinions as to what is wrong with the unit. They are now saying that the unit has damage beyond normal wear and tear and they are refusing to fix my unit. This company has cheated me out of thousands of dollars and all I want is to have my unit fixed once and for all, as they have promised in the past. I am writing to you in hopes you can help me get a fair settlement from this company. They are nothing but a bunch of crooks that should have their company shut down. I appreciated your help in resolving this ongoing problem. 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. 17600618
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 12, 2022, a service request was placed on the air conditioner and ***************************** was dispatched to diagnose any problems. On May 24, 2022, it was reported the evaporator coil needed to be replaced and AHS authorized that repair in accordance with the provisions of the warranty plan. ***************************** explained to properly replace the evaporator coil they would need to make modifications and add refrigerant. Section I.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. Section E.1 of the warranty plan states AHS will pay up to $10 per pound per occurrence for refrigerant. Customer is responsible for payment of any costs in excess of $10 per pound. Therefore, based on the information received and the terms of the warranty plan, the plan holder is responsible to pay ***************************** directly for the non-covered modifications and excess refrigerant cost over the contract limit.
The plan holder indicated they may prefer to use their own licensed an insured contractor to replace the evaporator coil. Section A.5.c of the warranty plan states in some instances, AHS may offer you the option of accepting cash in lieu of repair or replacement services. This offered amount is based on what AHS would expect to pay (which is substantially less than retail cost) for parts and labor for covered items less the incurred cost of the contractors diagnosis. AHS is not obliged to extend such an offer and you are under no obligation to accept such an offer. If you accept such an offer, you are required to repair the item or provide a new replacement and send the acceptable proof of your actual itemized costs to AHS before any reimbursement amount will be paid. AHS offered our cost to replace the evaporator coil ($840).
On June 13, 2022, the plan holder disputed the diagnosis reported by *****************************. AHS dispatched Prayco Plumbing Heating and Cooling, LLC, to diagnose the air conditioner as a second opinion. On June 23, 2022, it was reported the air conditioner failed due to not normal wear and tear. Section A.2 of the warranty plan states coverage under this contract includes normal wear and tear malfunctions during the contract term. Therefore, based on the information received and the terms of the warranty plan, the claim was denied.
Thank you for your consideration.
Sincerely,
American Home Shield Corporation
*****************************
Claims Resolution SpecialistCustomer Answer
Date: 08/09/2022
Complaint: 17600618
I am rejecting this response because this unit needs to be replaced due to the NORMAL wear and tear that is covered in the warranty we purchased with them. We have had several of American Home Shields techs tell us that this system needs to be replaced because of this issue and that American Home Shield should in fact pay to replace this unit. We went with this company because they are members of the BBB and we trusted they are a reputable company that stands behind their customers and does right by them. We have now found out that is not the case and we are very disappointed with their dishonesty and poor customer **********************. We will proceed with legal action if needed to settle this case. We hope you can understand our frustration when we placed our trust and hard earned time and money into a company that does not stand behind it's word. Please let us know what our next steps should be and if we will need to hire our lawyer to proceed with this case. We would be more than happy to have a non bias ** repair company (not affiliated with AHS or ourselves) to come out and prove that the ** is not working due to normal wear and tear. Thank you for your time and attentionRespectfully,
***********************Business Response
Date: 08/14/2022
August 14, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: ***********************;AHS Plan No. *********; BBB Case No. 17600618
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 relies on the diagnosis from our licensed technicians to determine the course of action for repair or replacement of a covered item. I personally contacted Prayco Plumbing Heating and Cooling, LLC, who confirmed they stand on the diagnosis this unit failed due to not normal wear and tear. AHS will still honor the diagnosis reported by *****************************. The plan holder may contact them directly to schedule the install of the evaporator coil and pay them directly for the non-covered refrigerant and modifications. Alternatively, AHS will honor our cash in lieu offer of $840 in accordance with the provisions of the warranty plan (Section A.5.c). AHS will await the plan holders decision on how they would like to proceed.
Thank you for your consideration.
Sincerely,
American Home Shield Corporation
*****************************
Claims Resolution SpecialistCustomer Answer
Date: 08/20/2022
Complaint: 17600618Good afternoon **********,
I will consider accepting the $840.00 cash in lieu, as long as the repair money will be received in a quick and timely matter and the money in my hand. I can have the unit repaired/replaced as I have already given AHS thousands of dollars and still do not have a working unit or any money left to have the ** unit repaired/replaced.I am sorely disappointed in the unjust way that AHS treats their customers and not standing behind their promises.
If we can not come to a satisfactory agreement to have my ** repaired/replaced, I will have no other choice than to contact my lawyer and will also contact ***************** who sponsors AHS. I am a member of ********************* ******** and know that he stands behind GOOD and well respected companies. He is FOR the people and will be saddened to hear how AHS is treating their customers. ( I know you have thousands of complaints against AHS.) I have connections with his show and will use them to make sure ***************** knows how AHS is not standing behind their promises and customers. They need to take AMERICAN out of their name because they do not help people, instead they steal from American's like me that are trying to just make it.
Thank you for your help
Respectfully,
***********************Business Response
Date: 08/30/2022
August 30, 2022
***************************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: ***********************;AHS Plan No. *********; BBB Case No. 17600618
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. A check in the amount of $840 is being released by FrontDoor, Inc., on behalf of AHS. The plan holder can expect to receive that check within 10 to 14 business days. AHS request at the plan holders convenience they provide proof of repair to **************************************************** to continue to coverage of the air conditioner. AHS denies any further liability regarding this matter.
Thank you for your consideration.
Sincerely,
American Home Shield Corporation
*****************************
Claims Resolution SpecialistCustomer Answer
Date: 09/05/2022
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: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.
American Home Shield ProConnect Home Solutions sent 2 technicians to my home to replace a door boot seal on my Maytag washer dryer. The contracted technicians did not install the door boot seal properly. I sent images to the company. The company, via their representative ***** refuses to send new technicians to reinstall the door boot seal. I informed her that I do not want the incompetent technicians to return. Request new technicians or a return of my labor fee due to incorrect installation.Business Response
Date: 08/04/2022
August 4, 2022
***** Morrison
BBB of the Mid-South
3693 ***********************************************************************************************************************************************************************************************************************; ProConnect Customer ID No. ******; Complaint Case No. 17600809
Dear ***************************:
American Home Shield ProConnect (ProConnect) is in receipt of your letter dated July 22, 2022, advising of the above referenced complaint. The letter has been forwarded to me for review and response.
I have reviewed ProConnects records regarding Ms. ****** washing machine and dryer claim. The Pro, Paisley Lammie, was assigned to run the service. The Pro noted that the service was completed on July 12, 2022. However, ************** disputed the door boot repair was properly completed and ProConnect attempted to get the Pro back to the home to correct any issues; however, ************** declined to allow Paisley Lammie back to her home.
On August 3, 2022, ProConnect reached out to ************** to try and accommodate her request for a new Pro; however, she advised that she was unable until August 8,2022. ProConnect will work directly with ************** to resolve matter once she became available.
Thank you for your consideration.
Sincerely,
AMERICAN HOME SHIELD PROCONNECT
***** Cody
Customer & Regulatory Claim 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 July 9th, 2022, after submitting a service request and having contractors come to my house multiple times, I called AHS as I was very unsatisfied with the contractor's work, lack of communication, and my tenant had reported to me that the contractor took an item of hers (a new smart thermostat with wifi and bluetooth that she had bought to replace the old, non-working thermostat). I reported to AHS that the smart thermostat had been taken that same day and I wanted it returned to my tenant. I also reported that for one of my service requests, the contractor did not address the problem at hand (a shower with very low hot water pressure), despite me clearly explaining the problem and the contractors going to my house multiple times to look at the shower in question. There was virtually no communication from the contractor, and even though I asked them to call me that day to update me on whatever work they had done, they never called. AHS was not able to get ahold of them that day, either, and said they would keep trying and call me the next day. Again, no call. Also, the contractors never left any paperwork explaining what they did.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 signed-up for a warranty with American Home Shield (AHS) on 6/13/22. The warranty started 7/13/22 when AHS first accepted my payment after their mandatory 1 month waiting period. On July 14, 2022 I noticed my water heater leaking. I filed a claim with AHS to have it looked at by a technician. They provided the technician, **************** LLC (WH LLC) to perform a video service call on July 15, 2022. I was told by WH LLC that the water heater needed to be replaced. AHS decided to reject the claim to replace my water heater saying that WH LLC service technician told them they could tell by a visual inspection that the issue had been going on for months. I called WH LLC to verify if this was their diagnosis, and they told me on two separate phone calls and via email that they did not deem this issue to be pre-existing. They said AHS did not want to replace the water heater, because they felt it was too close to the initial contract date. For this reason AHS determined on their own it must be pre-existing. I called AHS to let them know WH LLC is telling me it is not pre-existing, and it seems like AHS is lying to avoid paying for a new water heater. They denied my accusation saying they were only providing information provided to them by WH LLC. I asked for evidence of a pre-existing condition, and they could not provide any. They said I could get a second opinion, but if the same result then I would have to pay an additional service fee ($125). If it was different then they would approve the claim. It didnt make sense to request a 2nd service call when AHS is independently assessing the claim. I asked to talk to a supervisor twice, and both times a supervisor did not reach out to me as promised. I asked for a conference call with myself, WH LLC and AHS, which was denied by AHS. I provided AHS with an inspection report from earlier in the year showing the water heater was in good condition, but they said it was not their technician, so they would not consider it.Business Response
Date: 07/31/2022
July 31, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *******************************; AHS Plan No. *********; BBB Case No. 17600540
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. The plan holders warranty plan became effective on July 13, 2022. On July 14, 2022, a service request was placed on the water heater and ******************* LLC, was dispatched to diagnose any problems. On July 18, *****, it was reported the water heater needed to be replaced. However,the water heater was rusted and leaking from the bottom of the tank. The technician explained the water heater malfunction has been going on for months and it would have been detectable through a visual inspection. 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.
On July 21, 2022, the plan holder requested to cancel the warranty plan. The warranty plan was cancelled per the plan holders request an in accordance with the provisions of the warranty plan.
Thank you for your consideration.
Sincerely,
American Home Shield Corporation
*****************************
Claims Resolution SpecialistCustomer Answer
Date: 07/31/2022
Complaint: 17600540
I am rejecting this response because:I provided ********************** with a pre-purchase inspection report where the inspector said the water heater was in good condition. Also, I provided an email where the service company (Whitney) ********************** provided said they did not state there were pre-existing conditions. They said ********************** determined that on their own. I called the service company, and they said the same thing to me over the phone. They said ********************** felt it was too close to the contract start date, so they did not want to pay for the new water heater. ********************** is not following through with their contract obligation, because they are making assumptions with no proof. They have no factual information that supports their erroneous statement going on for months to rebut the inspection report and the email from the ********************** provided service technician. They should inspect the equipment they are warranting before they go into contract if they are going to take this approach, and they should not provide warranties on equipment they prove to have pre-existing conditions. Rust on a 10+ year old water heater is not proof it is leaking or not producing hot water. ********************** entered a contract, and they decided they do not want to meet their end of the bargain. This is not acceptable, and they are taking advantage of people.
Sincerely,
*******************************Business Response
Date: 08/08/2022
August 8, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *******************************; AHS Plan No. *********; BBB Case No. 17600540
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 relies on the diagnosis from our licensed technicians to determine the course of action for repair or replacement of a covered item. The plan holder may attach the document they indicate they previously provide to AHS on this complaint (inspection and email from the contractor). Once that information is received and reviewed, AHS will advise further of our position.
Thank you for your consideration.
Sincerely,
American Home Shield Corporation
*****************************
Claims Resolution SpecialistCustomer Answer
Date: 08/08/2022
Complaint: 17600540
I am rejecting this response because:After several extensive conversations with the service technician ******** HOLDINGS LLC) provided by American Home Shield (AHS), they said via multiple correspondences they did not say or note anywhere about pre-existing conditions. Attached is a copy of the email they sent to me in response to the notes in my AHS file where ******* HOLDINGS LLC said they did not align with the AHS notes about "going on for months". They said AHS denied the claim because it was too close to when the policy was opened.
I also provided a copy of the inspection report noting a functional water heater on page 23 of 27 there were no detectable pre-existing conditions. Also,the previous home owner documented it was functional. They would have needed to disclose otherwise, but did not.
AHS did not have any evidence of pre-existing conditions when they rejected my claim on that basis.
Sincerely,
*******************************Hello *****,
Please see the attached files that support my response in this complaint. They would not go through when I tried to submit them via the system. Can you please include these attachments with my response that i sent today. Thank you.Best,*******************************Business Response
Date: 08/14/2022
August 14, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *******************************; AHS Plan No. *********; BBB Case No. 17600540
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. The inspection provided shows the water heater was working properly 5 months prior to the warranty plan becoming effective. The inspection would not determine the function of the water heater when the warranty plan became effective. However, I am personally going to follow up with **************** Holdings, LLC, regarding the communication provided by the plan holder. AHS will update our positions within 5 to 7 business days. AHS will update sooner, if a response is received quickly from the contractor.
Thank you for your consideration.
Sincerely,
American Home Shield Corporation
*****************************
Claims Resolution SpecialistCustomer Answer
Date: 08/14/2022
Complaint: 17600540
I am rejecting this response because:1. The inspection report gave us the condition 5 months before. It showed functional without visual issues.
2. The previous homeowner moved out on 4/15, and confirmed no issues with the water heater. This was a little less than 3 months before.
3. The service company ********* selected by AHS said they did not provide the details stated in the AHS report saying going on for months. I have this in a written email from ******* saying AHS is not paying because the claim was filed just after the contract start date. I also spoke to ******* on multiple occasions where they confirmed they never said there were pre-existing conditions.
4. I signed up for AHS warranty one month before the contract start date, so if there were any existing conditions my family would have been without hot water for a very long time. I have a fianc and an 11 month old son that live with me. We depend on a reliable water heater, and there is no possible way I would have been able to go without hot water for over a month.
5. AHS has no specific details on what they mean by pre-existing condition. They also never inspected the water heater before the issue occurred to make that assumption. What specifically is being identified as pre-existing?
6. When AHS reaches out to ******** it should be by email copying me. If ******* states anything different than the email they sent me we need to clarify the discrepancies. It is not acceptable for AHS to call the service company they have a relationship with to get them to comply with AHSs made-up story.
This is very frustrating. I have recently replaced my water heater paying out-of-pocket costs. I am asking AHS to reimburse me for the full cost I paid as they continue to delay this process with no new or factual information.
Sincerely,
*******************************Business Response
Date: 08/22/2022
August 22, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *******************************; AHS Plan No. *********; BBB Case No. 17600540
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. On August 18, 2022, Whiteny * Holdings, LLC, responded to my email stating, In our professional opinion, it was pre-existing. *herefore, based on the information received and the terms of the warranty plan, the claim remains denied. AHS will not comply with the plan holders demand for full compensation of the water heater replacement.
*hank you for your consideration.
Sincerely,
American Home Shield Corporation
*****************************
Claims Resolution SpecialistCustomer Answer
Date: 08/23/2022
Complaint: 17600540
I am rejecting this response because:The file AHS attached does not show an email from *******. It shows a file dated 7/19/22 with notes from an AHS employee.
The notes say the following: "WH is rusted and leaking from the bottom of the tank and not producing hot water, Water Heater has been going on for months and tech were able to detect it through visual inspection."
This statement is unclear, and was not written by *******. I am not even sure what it means, because it does not make sense. I have an email from **************** already provided stating they did not write those notes (reattached to this correspondence). If AHS is claiming otherwise, I would like to be included in the correspondence (cc on email, 3-way conference call, etc.) between AHS and ******** I have been requesting this for a while now, but AHS continues to deny my request.
I find it disturbing that AHS is trying to have isolated correspondence with the service company they provided and have a relationship with, which they could use as leverage to change ********* story.
At this point, it is clear AHS does not have factual information showing what the visual pre-existing condition is they are referring to in their notes. If ******* felt otherwise, they would have communicated it along with supporting evidence. They did not.
Sincerely,
*******************************Business Response
Date: 08/27/2022
August 27, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *******************************; AHS Plan No. *********; BBB Case No. 17600540
Dear **********:
AHS does apologize for the plan holder's frustration regarding this matter. However, my previous correspondence accurately & correctly stated AHS' position regarding this matter. AHS' position does remain unchanged. Unfortunately, there is nothing further AHS will do with respect to this matter and we will be closing our file.
Thank you for your consideration.
Sincerely,
American Home Shield Corporation
*****************************
Claims Resolution SpecialistCustomer Answer
Date: 08/29/2022
Complaint: 17600540
I am rejecting this response because:AHS has not provided any factual evidence supporting their reason for denying my claim. They manufactured wording that is not aligning with the service tech ********* that evaluated the water heater. I have an email from ******* to prove it. I also have an inspection report and confirmation from the previous homeowner confirming the water heater was in acceptable condition. Given the circumstances AHS clearly understood Time is of the Essence, and they used it to put me in the position to have to pay out of pocket, or put my family out of hot water.
Sincerely,
*******************************Business Response
Date: 09/10/2022
September 10, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *******************************; AHS Plan No. *********; BBB Case No. 17600540
Dear **********:
AHS does apologize for the plan holder's frustration regarding this matter. However, my previous correspondence accurately & correctly stated AHS' position regarding this matter. AHS'position does remain unchanged. Unfortunately, there is nothing further AHS will do with respect to this matter and we will be closing our file.
Thank you for your consideration.
Sincerely,
American Home Shield CorporationCustomer Answer
Date: 09/12/2022
Complaint: 17600540
I am rejecting this response because:AHS is not providing any supporting information to justify their inaccurate assessment. They are fraudulently misquoting *******, and when they said they had follow-up notes from a recent conversation with ******* they provided the original notes on file. I have an email from ******* saying they did not agree with these notes, nor did they provide them to AHS. AHS's actions are legally and morally wrong, and they have no factual information to justify my water heater had visual signs of leakage for months prior to me reporting my claim. I have provided supporting documents to prove otherwise. The ******* confirmed in an email to me that AHS fabricated this story to get out of replacing my water heater. AHS should not be in business. I initiated this BBB complaint with the hope that it was a misunderstanding, but this is clearly not the case. It is important for me the truth gets out to the public and other families before they agree to any terms with this company. It is sad to see companies like this making money off other's misfortunes.
Sincerely,
*******************************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.
Attempting to cancel contract after breach via AHS (contract started 03.30.22 - gifted by parents)AHS unable to provide resolution to AC service request ($100 service call fee paid) sitting in queue now for over 30 days still without vendor assignment. During one of 4 calls to AHS the representative I spoke with informed me she did not know when someone would be sent out to check AC as all vendors are backlogged. During that call I requested a refund of my service fee (refunded .7.11.22) as well as cancellation of contract. Contract still has not been cancelled and I am subjected to harassing calls about monthly fees due as well as threats of negative credit bureau reporting.This company absolutely refuses to cancel contract using multiple tactics. The last call placed today the Representative ***** was downright dismissive, disrespectful and devoid of any customer ********************** decorum. He REFUSED to forward the call as I requested numerous times during call, to department or person that could assist with contract cancellation. Their contract has clause regarding conditions for contract cancellation which they are blatantly ignoring in effort to continue to collect $39.99.Business Response
Date: 07/24/2022
July 24, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *************************;AHS Plan No. *********; BBB Case No. 17600461
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 29, 2022, AHS records indicate the plan holder agreed to keep the warranty plan with AHS. On July 21, 2022, the plan holders mother (*****) request to cancel the warranty plan, as ***** is not the plan holder, AHS properly instructed to have ************************* contact AHS to confirm they would like to cancel the warranty plan. Although not obligated, AHS has cancelled the warranty plan, and back dated the cancellation to June 21, 2022. AHS also waived the rightfully due administrative fee of $39.99. The plan holder *** disregard any ******** that *** cross in the mail within the next 10 to 14 business days.
Thank you for your consideration.
Sincerely,
American Home Shield Corporation
*****************************
Claims Resolution SpecialistCustomer Answer
Date: 07/24/2022
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,
Devon & *************************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.
Terrible service. Definitely a scam. We have had a broken air conditioner for 66 days and they refuse to resolve our issue. They have handed our case to 4 different HVAC contractors who hav no idea what they're doing. No one says it's the same problem and they are all terrible. The last contractor has not answered our phone calls or AHS phone calls for weeks and they are still making us stick with this contractor instead of just giving us a cash out option to find our own reputable company. They owe us $1000 so we can find a reputable company to fix our appliance.Customer Answer
Date: 07/31/2022
Complaint: 17600570
I am rejecting this response because:
there was no response yet.
Sincerely,
*************************Business Response
Date: 08/14/2022
August 14, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: ***********************;AHS Plan No. *********; BBB Case No. 17600570
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 indicated they may prefer to use their own licensed and insured contractor to complete the authorized repair. AHS offered our cost to replace the evaporator coil ($972.07) in accordance with the provisions (Section A.5.c) of the warranty plan referenced above. AHS records indicate the plan holder accepted AHS offer. On July 26,2022, a cash in lieu check (# ********) in the amount of $972.07, was released by FrontDoor, Inc., on behalf of AHS. The plan holder can expect to receive that check within 10 to 14 business days from the mail date. AHS denies any further compensation regarding this matter.
Thank you for your consideration.
Sincerely,
American Home Shield Corporation
*****************************
Claims Resolution SpecialistCustomer Answer
Date: 08/14/2022
Complaint: 17600570
I am rejecting this response because:I want this to be known and filed as a formal complaint with the BBB in regards to this company. I had to call every single day for 2 months to FINALLY get this resolution. They were trying NOT to offer me any money in compensation. I couldn't even speak to a manager and I just kept being told that nothing further could be done until I got really really angry and threatened to blast this company on my website and social media.
They sent out 4 different contractors which was a huge waste of my time and patience. I wasted hours and hours because they chose poor companies to contract out to fix my problem. None of these contractors knew what they were doing and could help me in a final resolution with my issue. The first company that I hired ON MY OWN was able to diagnose and fix the problem right away.
The fact that you don't have reputable companies working for you and wasted hours of my time is terrible business and I want this to be known for all future customers. Please file this formal complaint with BBB. I should receive all of my money back for the cost I paid for this home warranty, not just the compensation to fix this item.
Sincerely,
*************************Business Response
Date: 08/20/2022
August 20, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: ***********************;AHS Plan No. *********; BBB Case No. 17600570
Dear **********:
AHS does apologize for the plan holder's frustration regarding this matter. However, my previous correspondence accurately & correctly stated AHS' position regarding this matter. AHS' position does remain unchanged. Unfortunately, there is nothing further AHS will do with respect to this matter and we will be closing our file.
Thank you for your consideration.
Sincerely,
American Home Shield Corporation
*****************************
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.
I have used this company for a few years, and they never have had quality work done on our home. I pay them $66.99/mo, plus $75/visit copay. Typically services are not done/done incorrectly where we then have to pay MORE out of our pockets to rectify. Back in April 6, 2022, I was ready to cancel, as they once again, renewed without my authorization or previous knowledge. The Rep convinced me that they'd refund me $75 to my credit card, since AHS never told me about the monthly price increase as well. I reluctantly agreed, but never saw the $75 refund. I've called, emailed, done online "Chat" with their Customer ********************** Reps, as well as Billing. Each time I'm PROMISED calls & a $75 refund, yet, to this day, 7/18/*********'t received anything. Yet, every month, they take out $66.99 from my Bank CC account. The last person I spoke to was on Wednesday, July 13th, who promised me that AHS would pay for my July 16th and August 16th payments that cover Jul/Aug and Aug/Sept. (Totaling $133.98) That was another lie, because as of today, both my online AHS account, and bank, show a deficit of $66.99 for July 16, with no credit or refund. I once again called them, sent an email, as well as a PM on ********* I've requested a cancellation innumerous times, to no avail. I do not want to remain with this company! Their chicanery knows no limits-their representatives fill customers with false promises. It's a deplorable company that never gets the job done, yet takes both monthly fees as well as $75 copays, leaving the consumer to have to scramble to find a reputable company to have things fixed. (I had a Home Warranty ** for years that was amazing. Sadly, they stopped servicing **********). Please help **! I am certain there are plenty others getting ripped off and scammed by American Home Shield, as the ****************** confessed that they have **** complaints to refund! Thank you for your help. We have a "Platinum plan" #********* but there isn't anything Premium about it!Business Response
Date: 07/31/2022
July 31, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: ******************************************; AHS Plan No. *********; BBB Case No. 17584923
Dear **********:
American Home Shield ("AHS")is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.
I have reviewed AHS records regarding this matter. On April 29, 2022, AHS reimbursed the $75 trade service call fee that was promised onto the **** card ending in **** that it was paid with. If the plan holder has not received that reimbursement, they will need to contact their financial institution. On July 13,2022, the plan holder did request to cancel the warranty plan. AHS agreed to waive $127.98 towards the contract payments, and the plan holder agreed to keep the warranty plan active. The plan holders July payment was processed on July 16, 2022, and then reimbursed on July 21, 2022. If the plan holder has not received that reimbursement,they will need to contact their financial institution. The promised $127.98 waiver was applied to the warranty plan on July 21, 2022.
Section L.4 of the warranty plan states 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;(b) if AHS has provided services and the amount of the service costs incurred by AHS is less than the contract fees paid, the customer will receive a pro rata refund of the contract fees paid for the unexpired term, less the service costs incurred by AHS; (c) If AHS has provided services and the amount of the service costs incurred by AHS is greater than the contract fees paid, the customer shall pay ********************** the lesser of (i) the amount by which the service costs incurred by AHS exceeds the contract fees paid; or (ii) the amount by which the annual rate listed on the Contract Agreement pages exceeds the contract fees paid; and (d) Additionally, customer shall be responsible for an administrative fee of the lesser of (i) your Plan Fee for one month of coverage under this contract or (ii) such amount as is permitted by law. If it is plan holders intent to cancel the warranty plan, they may 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: 07/31/2022
Complaint: 17584923
I am rejecting this response because: ********** since April 6th, I have called Customer **********************, spoken to the ******************* and, had promised return calls from AHS supervisors to take care of this matter, for EVERY person from American Home Shield has told me otherwise-that my credits have NOT been issues. I have NEVER received a refund, and, my financial institution verifies this. If indeed, I received such refunds, I request that the onus goes to American Home Shield for proof, as putting dates doesn't show me concrete evidence. Case in point: AHS has told me time after time that they have been delayed to refund me because of "such and such" reasons. Some of their reasons are: They blame they're short-staffed; the $75 credit didn't go through; the request is still being looked at; the *** I spoke with didn't submit the correct paperwork; I need to talk to the ******************* I need to speak with a Supervisor; they didn't have my credit card on file (really? how do I get a deficit each month?!)...and, so on. If they indeed have listened to the numerous calls I've made, they will hear these AHS responses for themselves stating thusly. Again, I need exact dates with account information to show me this was done. I have been with my financial institution since ****, and have NEVER had any issues like this, sans, American Home Shield. I find it odd that they get my money every month, yet, somehow, the credit(s) that they "supposedly" gave me doesn't show. How very strange and convenient for them! Please have them show me the proof in their statements, and evidence to what financial institute and account # is went to, along with where on my AHS online account I can find these "credits". Even so, with all this said and done, I want my account canceled after the September 14th paid plan date they paid for, before renewal on September 15th. It's month to month, and I have given them ample amount of time. Additionally, they need to ask other customers if they want to renew, instead of automatically renewing them without permission, and, have an area on the online account where a customer can cancel if they so desire. Thank you.
Sincerely,
******************************************Business Response
Date: 08/07/2022
August 7, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: ******************************************; AHS Plan No. *********; BBB Case No. 17584923
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. On July 13, 2022, the plan holder did request to cancel the warranty plan. AHS agreed to waive $127.98 towards the contract payments, and the plan holder agreed to keep the warranty plan active. The plan holders July payment was processed on July 16, 2022, and then reimbursed on July 21, 2022. If the plan holder has not received that reimbursement, they will need to contact their financial institution. The promised $127.98 waiver was applied to the warranty plan on July 21, 2022.
Section L.4 of the warranty plan states 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;(b) if AHS has provided services and the amount of the service costs incurred by AHS is less than the contract fees paid, the customer will receive a pro rata refund of the contract fees paid for the unexpired term,less the service costs incurred by AHS; (c) If AHS has provided services and the amount of the service costs incurred by AHS is greater than the contract fees paid, the customer shall pay ********************** the lesser of (i) the amount by which the service costs incurred by AHS exceeds the contract fees paid; or (ii) the amount by which the annual rate listed on the Contract Agreement pages exceeds the contract fees paid; and (d) Additionally, customer shall be responsible for an administrative fee of the lesser of (i) your Plan Fee for one month of coverage under this contract or (ii) such amount as is permitted by law. If it is plan holders intent to cancel the warranty plan, they may 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: 08/08/2022
Complaint: 17584923
I am rejecting this response because: This business is just sending a redundant message without sending me any further evidence to their claim. They keep saying the burden of proof is on me, however, since they are the ones who have taken my money and I haven't seen any refund, the onus is on them! I have contacted my financial institute as American Home Shield charged me (even though they said they wouldn't, and then said they credited it back to me), the full monthly amount on July 15, 2022. I CONTESTED it with my bank, once I saw that AHS had indeed again taken my money, (doing so since April 6, 2022 when I initially said to CLOSE MY ACCOUNT). I had to dispute the transaction with my bank in order to attempt to get my money back! The bank says that the refund is pending upon further investigation; not because of anything AHS has done or credited me, but, because of me and my bank. Also, in the previous response, AHS said they credited an account with a credit card's last four digits that are not our credit cards; they should know the correct one as they've never had a problem taking money from me for years on the CORRECT credit card. (**I mention this now, as I couldn't revise my letter last time to reflect that mistake, so that's why I am adding it this time **). And, I want to make doubly sure they don't try to charge me for Aug/Sept on August 15th. Plus, I want them to acknowledge that my account shall be closed after September 15th. I want to see this in writing-not some legalese. I am no longer desirous of keeping them as a home warranty company. There are plenty more "fish in the sea" to choose from. Trust me, I am not using them AT ALL. I had to shell out over $3100.00 to rectify an A/C issue that their "technicians" kept messing up. I also had to pay a plumber over $800 to do the jobs that their plumbers said wasn't in my contract when it was a simple job that was clearly copacetic in my contract with AHS. They hire subpar companies who are chicanerous. I haven't used their company in over a year for anything, so I want them to cancel my account after their 2 month "credit'. Thank you for your assistance.
Sincerely,
******************************************Business Response
Date: 08/14/2022
August 14, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: ******************************************; AHS Plan No. *********; BBB Case No. 17584923
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. Once a payment is disputed, a financial institution can take up to 60 days to fully process that reimbursement. AHS processed the reimbursement and responded to the financial institution accordingly. The plan holder will need to work their financial institution. The warranty plan is still active and does not have a set cancellation date. If it is plan holders intent to cancel the warranty plan, they may contact AHS directly at ************** and the warranty plan will be cancelled per request and according to the provisions of the warranty plan (Section L.4).
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.
I contacted ASH re: my dishwasher that was leaking 05/2022. They sent claim to a technician (Express Appliance) who contacted on Monday 5/16/22 to schedule a time for video diagnostics, which was all that they offered. The video screening was done 5/18/22 and they "determined" that the source of the leak was washers on the side of the dishwasher. They ordered washers and stated to contact them when parts arrived. When parts arrived I scheduled an appointment with the technician. They came out on 6/28/22 to install the parts and I suggested at that time to make sure that there were no additional leaks because initially they only did a video screening. The technician stated that he didn't see any leaks when he ran the dishwasher, I informed that I also never saw water coming from the dishwasher but the wet floor boards were a clear indication of a leak. The tech then took the base of the dishwasher off and determined that there was a valve leaking underneath and that he has to order an additional part and to once again contact them when the part came in. Once again, the part came in and I contacted the tech to schedule. In the interim I notice that the floor boards are becoming more damage and that there is now mold growing through the hardwood floor boards. On 7/21/22, the tech came to replace the valve and said that the seal around the dishwasher was bad and needed to be replaced and that there was an additional leak in the copper piping under the dishwasher, which caused the continued damage to the floor. He then stated that he needed to order the replacement seal to be repaired. At the the end of the service visit on 07/21/22, I reached out to American Home Shield to inform of the issues with the repair as well as to inform them that my my floor boards are now significantly damaged and also causing a possible health risk due to the mold growing in the floor . I was told by ASH rep they don't cover secondary damage and there was nothing they could/would do.Business Response
Date: 07/31/2022
July 31, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *******************************;AHS Plan No. *********; BBB Case No. 17599925
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. Express Appliance Service, LLC, advised AHS they have a secured appointment with the plan holder on August 10, 2022. 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. Section I.8 of the warranty plan states AHS is not responsible or liable for secondary, incidental, and/or consequential loss or damage resulting from the malfunction of any covered item, or a service contractors neglect or delay in providing, or failure to provide, repair or replacement of such item, including, but not limited to,food spoilage, loss of income, utility bills, additional living expenses,personal and/or property damage. Therefore, AHS denies liability associated with any secondary damage that *** have incurred. If the plan holder feels that the service contractor performed negligent repairs causing damages, they *** contact Express Appliance Service, LLC, directly at ************. 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 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.
I have had AHS for almost 5 years and used their product more than a dozen times. I put in a request for service to repair a pipe leaking in our ceiling on 7/08/2022. The request for service number assigned was #*********. My $100 deductible was charged on 7/10/2022. On 7/13/2022, I called AHS because I still did not have an assigned service provider from them. The phone system advised of a 50-minute wait time and required me to put in a request for a call back. I missed their call back but was able to speak to someone 7/14/2022 following the same process with 30 min hold times. The rep assured me they were escalating this to a higher department. As of 7/15/2022 I still had no service provider information. I posted an online review on www.consumeraffairs.com hoping to get a response from someone who could help. I received an email from *********************** ************* Specialist) asking for more information and replied to him with the requested information. On 7/19/2022 I finally received an email and text message a provider was assigned to my claim. I called the provider to schedule an appointment as the instructions stated but was told by the provider, *********************, they do not service my area. The provider stated they would call AHS back so another provider could be assigned. When I logged into my account today on the www.ahs.com website, my request has now been deleted and cancelled out. All I want is service to repair the leaks in my home.Customer Answer
Date: 08/03/2022
Complaint: 17600118
I am rejecting this response because a provider was not assigned until Tuesday 8/2/2022. I was able to find a plumber in the area who fixed the issue the morning of 8/2/2022. I would like to be reimbursed for the attached repairs in lieu of using the AHS provider assigned. When I called the Customer ********************** department, they advised I could not be reimbursed.I do appreciate the waiver of the deductible and response. If reimbursement is done, I will consider this complaint resolved.
Sincerely,
*********************************Business Response
Date: 08/12/2022
August 12, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *********************************; AHS Plan No. *********; BBB Case No. 17600118
Dear **********:
American Home Shield (AHS) is in receipt of your letter enclosing additional correspondence from plan holder. After review of the invoice provided, AHS has agreed to reimburse the $318. A check in the amount of $318 is being released by FrontDoor, Inc., on behalf of AHS. The plan holder can expect to receive that check at the property address within 10 to 14 business days.
Thank you for your consideration.
Sincerely,
American Home Shield Corporation
*****************************
Claims Resolution SpecialistCustomer Answer
Date: 08/12/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************************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.
We have to purchase a warranty from American Home Shield we had some issue with our refrigerator not cooling they sent a technician that they hired their name is Premier appliances they came diagnosed a refrigerator they completely misdiagnosed it they added a wire that wasnt supposed to be done the fridge still not fixed after the third visit the supervisor came he was very disturbed upset over his coworker that he said that he misdiagnosed at the start cutting the wires American Home Shield sent five other technicians none of them was willing to work it because of Premier Appliances completely missed diagnosed by cutting the wire because the shortage on the main computer of the refrigerator finally GE Appliances technician diagnose the refrigerator trying to repair all the damages was caused by first technician American Home Shield hired there for the parts that needed to be replaced is no longer available the actual problem was the fridge needed Freon meanwhile what all the other five technicians work on the refrigerator made it worse now theyre willing to replace the refrigerator that they had replaced before but at this time theyre only offering us $3000 to replace a refrigerator that cost $12,000 and theyre not being helpful meanwhile we were without the fridge raider for two months my mom got sick due to lack of nutrition weve been going out eating with my family because we had no food or water therefore my family now has Covid or people in this household we have gone through a lot of stress anxiety even trying to contact anyone to get help from American Home Shield who will keep getting transferred to someone in ********** that has no idea about our issues now were without a fridge and were out $12,000 on the fridge that they had replaced in 2013 under the same warranty now they refuse to do the same for us we need help and we need it urgent help please thank youBusiness Response
Date: 07/31/2022
July 31, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *******************; AHS Plan No. *********; BBB Case No. 17600188
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 15, 2022, a service request was placed on a refrigerator and Premier Appliance Services was dispatched to diagnose any problems. On May 31, 2022, it was reported a sensor needed to be replaced and AHS authorized that repair. The same day Premier Appliance Services requested to transfer the service request. On June 3, 2022, Swift Appliance Repair was dispatched to diagnose any problems. On June 9, 2022, Swift Appliance Repair declined to work on the refrigerator due to the prior repairs made by Premier Appliance Services.
On June 27, 2022, in an attempt to resolve this matter, AHS dispatched GE Appliances to diagnose the refrigerator. AHS has agreed to waive the $75 trade service call fee for this request. The plan holder *** disregard any ******** that *** cross in the mail and/or email regarding this trade service call fee. On July 18,2022, it was reported the door harness shorted, and no ice or water. GE Appliances explained the freezer door could not be used and recommended the replacement of the refrigerator. Section F of the warranty plan states AHS will pay up to three thousand dollars ($3,000) per Covered Item malfunction for access, diagnosis,and repair/replacement of any covered appliance. AHSAppliance ********************* offered the plan holder the contract limit towards the replacement of the refrigerator $3,000. On August 1, 2022, a check (# ********) is being released by FrontDoor, Inc., on behalf of AHS. The plan holder can expect to receive that check within 10 to 14 business days. AHS denies reimbursement over our contract limit.
Section I.8 of the warranty plan states AHS is not responsible or liable for secondary, incidental, and/or consequential loss or damage resulting from the malfunction of any covered item, or a service contractors neglect or delay in providing, or failure to provide, repair or replacement of such item, including, but not limited to,food spoilage, loss of income, utility bills, additional living expenses,personal and/or property damage. Therefore,AHS denies liability to any secondary damage that *** have incurred. If the plan holder feels that the service contractor performed negligent repairs causing damages, they *** contact Premier Appliance Services directly at ************, to further discuss any damages and they should be insured for such occurrences.
Thank you for your consideration.
Sincerely,
American Home Shield of **********, Inc.
*****************************
Claims Resolution SpecialistCustomer Answer
Date: 07/31/2022
Complaint: 17600188
I am rejecting this response because:
Sincerely,
*******************Customer Answer
Date: 08/02/2022
Complaint: 17600188
I am rejecting this response because: Good afternoon the reason Im rejecting the offer that they made was first of all they had never reimbursed my $75 service fee thats false second of all they had tried to explain to me that in 2013 they replace my refrigerator under the same contract that I have they making a false accusation that I had higher coverage Second of all the secondary damage was done by Premier appliances which they hired they tried to ask me to call them for the damages they did they refused to answer or help me they said you never called us for services we dont know who you are we were hired by American Home Shield so if you have any issues you need to contact them Premier appliances the one cause the damages along with four other appliances company that was hired by American Home Shield and they continuously misdiagnosed my refrigerator now that my refrigerator is disabled due to the authorization American home shield give to Premier Appliances to add a wire sensor which was cut and removed without explanation by Premier appliances and not cause for the shortage on the on wiring harness that attached to the freezer door was they cannot find the parts to replace now with the &3000 contract That theyre offering me I cannot replace the refrigerator which was initially replaced by American home shield so I am completely confused if they had to place this refrigerant 2013 and the same type of coverage I had back then why cant they just replace it now I understand the coverage shows I have a $3000 coverage when I am completely felt like they are negligent on their contractors that they send out without experience working on a high-end refrigerator which now cost over $12,000 therefore theyre responsible for replacing that value of refrigerator please see the attachment where they have me asking for service fee which they mentioned on their response to you that they reimbursed there is still asking for it at meanwhile I had ordered a refrigerator which is causing me a lot more than $3000 thank you at this time Im requesting for them to be responsible for full value of this refrigerator due to negligence that was done with their contractor that they hired Premier appliances refused to talk to me and they said they dont work for me they work for American Home Shield
Sincerely,
*******************Business Response
Date: 08/11/2022
August 11, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *******************; AHS Plan No. *********; BBB Case No. 17600188
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 agreed to waive to waive the $75 trade service call fee that was due for the June 27, 2022 refrigerator service request. Although not liable to do so, AHS has agreed to reimburse the $75 trade service call fee paid for the May 15, 2022 service request. The plan holder can expect to receive that reimbursement within 10 to 14 business days. Section F of the warranty plan states AHS will pay up to three thousand dollars ($3,000) per Covered Item malfunction for access, diagnosis, and repair/replacement of any covered appliance. AHSAppliance ********************* offered the plan holder the contract limit towards the replacement of the refrigerator $3,000. On August 1, 2022, a check (# ********) is being released by FrontDoor, Inc., on behalf of AHS. The plan holder can expect to receive that check within 10 to 14 business days. AHS denies reimbursement over our contract limit.
Section I.8 of the warranty plan states AHS is not responsible or liable for secondary, incidental, and/or consequential loss or damage resulting from the malfunction of any covered item, or a service contractors neglect or delay in providing, or failure to provide, repair or replacement of such item, including, but not limited to,food spoilage, loss of income, utility bills, additional living expenses,personal and/or property damage. Therefore, AHS denies liability to any secondary damage that *** have incurred. If the plan holder feels that the service contractor performed negligent repairs causing damages, they *** contact Premier Appliance Services directly at ************, to further discuss any damages and they should be insured for such occurrences.
Thank you for your consideration.
Sincerely,
American Home Shield of **********, Inc.
*****************************
Claims Resolution SpecialistCustomer Answer
Date: 08/11/2022
Complaint: 17600188
I am rejecting this response because:Good morning thanks for getting back to me I did get the response I totally disagree the reason is as I keep mentioning and they have no explanation for me maybe you can ask them why the same refrigerator replaced in 2013 I had the same exact contract limit so Im not sure what change I like to ask you to get a copy of my warranty from them from 2013 because for the $3000 theyre giving me I cannot buy a portion of that refrigerator specially in this environment and theyre asking me to contact the Premier Appliances with the phone number they provided Ive been trying to get a hold of those people and try to work with them they completely told me off they use the * word not to call them ever again they asked me if I have an issue contact American Home Shield keep repeating you need to contact American home shield I was in the one that hired him American Home Shield is there source of payment for any workday death so Im not sure why am I keep being asked to contact Premier appliances they have absolutely no entrance to help me and theyre completely rejecting even talking to me so Im not sure what I can do at this point I really like you to ask them a question in regards to the same refrigerator was replaced in 2013 why are they giving me a hard time now with $3000 especially the damages was done with a contractor that they hired I appreciate your time hope you have a great weekend thank you.
Respectfully
*******************
Sincerely,
*******************Business Response
Date: 08/25/2022
August 25, 2022
***************************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *******************; AHS Plan No. *********; BBB Case No. 17600188
Dear ***************************:
AHS does apologize for the plan holder's frustration regarding this matter. However, my previous correspondence accurately & correctly stated AHS' position regarding this matter. AHS' position does remain unchanged. Unfortunately, there is nothing further AHS will do with respect to this matter and we will be closing our file.
Thank you for your consideration.
Sincerely,
American Home Shield of **********, Inc.
*****************************
Claims Resolution Specialist
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.