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
- 18,247 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.
We are disputing the general classification of contracted work per Service Request or Dispatch No.: ********* as Non-Covered Costs due to American Home Shield(s) non-conformance with the ****** Revised Statutes (NRS), Uniform Plumbing Codes (UPC) and the requirements contained in the contract, as follows:I. The following is a breakdown of the itemized Non-Covered Costs Details according to American Home Shield (AHS) for Dispatch Number *********, that we are disputing, based upon our contract with AHS, for the Combo Plan (e.g.: Systems Plan and Appliance Plan) requirements. Included with the Systems Plan, Water Heaters are included.Per Paragraph 5 Water Heaters: Covered: All components and parts, including tankless water heaters and circulating pumps.Per the Contractors Note our water heater was described as, leaking internally and recommend to replace water eater it is not repairable causing water leaking to the garage.AHS dispositioned the Contractors recommendation to replace as a Non-Covered expense due to normal wear & tear.AHS states in Section A. Coverage Overview, Sub Para. 2, Coverage under this contract includes normal wear and tear malfunctions during the contract term (as defined in Section B).NOTE: In accordance with (IAW) Section B, we are a Renewal Customer, as defined ****************************** failure to cover the charges to replace the water heater due to Normal wear & tear is in violation of the contract as stated above, with a refund (TBD) due to ******************************************** NRS Codes and Regulations require that for the new installation and/or replacement of water heaters the issuance of a Building Permit and performance of required inspections and buy-off or all work completed by the ********************** Department.The Sediment Trap installed by the Contractor is a requirement by the ***************.The absence of a Sediment Trap on the gas line installation would constitute a Code Violation and would prevent a si
Business Response
Date: 07/24/2022
July 24, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: ***** &*****************************; AHS Plan No. *********; BBB Case No. 17600182
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 4, 2022, a service request was placed on the water heater and Van *******************., was dispatched to diagnose any problems. On July 5,2022, it was reported the water heater needed to be replaced and AHS authorized that replacement in accordance with the terms of the warranty ************************************* explained to properly replace the water heater they would need to pull a permit, bring it up to code, and make a modification. 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 I.1.g.iv of the warranty plan states this contract does not cover: System or appliance upgrades, or repairs or replacements required: to comply with any federal, state, or local laws, regulations or ordinances,utility regulations, or building or zoning code requirements, except as otherwise specified in this contract. Therefore,based on the information received and the terms of the warranty plan, the plan holder was responsible to pay Van *******************. directly for the non-covered permit, code upgrades, and modifications. On July 6, 2022, Van *******************.,advised AHS the service request was complete.
Thank you for your consideration.
Sincerely,
American Home Shield Corporation
*****************************
Claims Resolution SpecialistCustomer Answer
Date: 07/26/2022
Complaint: 17600182
I am rejecting this response because: Dear Sir:
Please find attached a copy of our response to the above.
Respectfully,
******** and *****************************
Sincerely,
*****************************Business Response
Date: 07/30/2022
July 30, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: ***** &*****************************; AHS Plan No. *********; BBB Case No. 17600182
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 was responsible to pay Van *******************. directly for the non-covered permit (I.1.g.iv), code upgrades (I.1.g.iv), and modifications (I.4.b). On July 6, 2022, Van *******************., advised AHS the service request was complete. AHS denies reimbursement of the non-covered permit, code upgrades, and modification cost that was paid directly to Van *******************.
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.
On or near May 3, I contacted AHS that my microwave oven door handle was broken and that the gasket around my range was coming off. A technician came to my home on May 19 to replace the microwave door, but said that the part for the range had been discontinued. He said that he had reported this to AHS, but would call again to see what they wanted him to do. I waited for several weeks, but when no one called I called AHS on June 22. They said that a supervisor would call me back the same evening. No one did. I called again on June 30. I was told that I would be contacted within three business days. No one called. I called again on July 7th and was told I would be called back that same day. No one called. I called again on July 14. I was on hold for 41 minutes and then was disconnected. I called back that same day and was told that they were giving the technician ************************************************************************ back. Today is June 21 and no one has called me still. By the way, I called the technician myself and he told me that he had given them the information from the beginning that the part was discontinued and that they already knew about it.AHS' policy is that if they cannot fix something, then they will replace it. The least I want them to do is return my call and discuss the matter. I have paid by premium in full and have been a loyal customer for years. I would like some kind of action to be taken.Can you please help me?Business Response
Date: 07/24/2022
July 24, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *************************;AHS Plan No. *********; BBB Case No. 17599237
Dear **********:
American Home Shield ("AHS")is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.
I have reviewed AHS records regarding this matter. AHS does apologize for the plan holders frustrations regarding this matter. On July 24, 2022, AHS made the decision that the range would need to be replaced. Section A.4 of the warranty plan states for covered malfunctions, unless otherwise specified in this contract, AHS will repair or replace the covered item. AHS has the sole right to determine, according to the terms of this contract,whether a covered item will be repaired or replaced. When making repairs, AHS reserves the right to rebuild existing parts or components and/or to install rebuilt parts or components. When making replacements, AHS is responsible for installing replacement equipment and parts of similar features, capacity, and efficiency, but not for matching dimensions, brand or color. AHS is not responsible for matching any feature of an existing item that does not contribute to the primary function of that item. AHS ******************************* will contact the plan holder to review the replacement options in accordance with the provisions of the warranty plan referenced above. The plan holder may contact the AHS ******************************* directly at **************.
Thank you for your consideration.
Sincerely,
American Home Shield of *******, Inc.
*****************************
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 have accepted the American Home Shield decision to replace my range. Thank you for you assistance in this matter.
Sincerely,
*************************
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.
Hi,My name is ****** Wagrees and I have an active contract with AHS. I have called and submitted a request for an AC repair service since middle of May, 2022 First, I was assigned a contractor who came and inspected and submitted diagnosis to you but for some reason, AHS wanted to assign a different contractor. Second contractor came in and inspected then sent AHS diagnostics as well. I received no communication for a week so I called AHS and the response was that contractor didnt have the manpower to do the job repair.I was assigned a third contractor (current) 4 start company.They came in and diagnosed, and an approval was provided from you. However, the purchasing department ordered the vertical coil which is the wrong evaporator coil. The correct one is the horizontal Contractor contacted purchasing department who said that order is placed for the new coil but it will be shipped from ******* since its not in stock here.Now. I have two kids who are started to experience health issues because of the above 100 degree temperature in NM. We actually received a state warning from the department of health on 7/20 I took my son to the clinic for heat bumps and exhaustion, and I obtained a medical report.AC hasnt been repaired for two months. Over the past weeks, I have made multiple calls to AHS customer care and spoke to a supervisor on 7/19 who said will contact the purchasing department and have them let the contractor (4 star AC) buy their own coil. I called the contractor on 7/20 and they said the purchasing department did not mention that. I called back and spoke to ********************* on 7/21 and they told me that they havent even placed the order to buy the correct Coil. When I asked why, they told me that a senior rep has to place the order and there is nothing they can do to communicate other than sending an email to senior rep.I need your help in solving this issue as it has been a nightmare for me and my kids.Business Response
Date: 07/31/2022
July 31, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: ****** Wagrees;AHS Plan No. *********; BBB Case No. 17600045
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. Unfortunately, it does appear there was a delay with the proper evaporator coil being ordered to complete the air conditioner repairs. On July 29, 2022,the plan holder informed AHS they hired their own outside contractor to complete the air conditioner repair. 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 SpecialistCustomer Answer
Date: 07/31/2022
Complaint: 17600045
I am rejecting this response because:I paid $1316 for the price of evaporator coil. AHS called me and said they will reimburse me. They can retrieve the phone call recording with the representative from escalation department. I told him about the amount I paid. He never mentioned a $100
Sincerely,
****** WagreesBusiness Response
Date: 08/08/2022
August 8, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: ****** Wagrees;AHS Plan No. *********; BBB Case No. 17600045
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 received an invoice from ******************** Services, ***** indicating the plan holder paid them directly $1,302.61 for the coil. AHS request the plan holder confirm $1,302.61 is the proper amount and their mailing address on this complaint. If the plan holder feels they paid more than $1,302.61 please attached that paid invoice and/or receipt to this complaint. Once that information has been received and reviewed, AHS will advise of our position.
Thank you for your consideration.
Sincerely,
American Home Shield Corporation
*****************************
Claims Resolution SpecialistCustomer Answer
Date: 08/08/2022
Complaint: 17600045
I am rejecting this response because: its not clear if they intend to process a refund.
this being said, I confirm the amount I paid as stated in their response. I also confirm the mailing address.
once I have a confirmation they are processing a refund to the amount I paid, I will then accept their response/resolution of my issue.
Sincerely,
****** WagreesBusiness Response
Date: 08/14/2022
August 14, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: ****** Wagrees;AHS Plan No. *********; BBB Case No. 17600045
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. A reimbursement check in the amount of $1,302.61 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. The check is being mailed to the property address.
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.
Technician that was sent out from first company, Fire and Ice, did nothing but tell us that our unit needed freon and our insurance didn't cover it, when in fact our plan did cover it. When I called later to tell the tech this information, he was saying, well I can come back out and put it in but it is just going to leak all out again then put in something totally differnt for the ticket. I called AHS to request second opinion and so for I have been waiting two weeks for them to find another vendor. It is very hot in Alabama and I have had to purchase window units for my house so that my family and I don't die from heat stroke. From what I have heard from the vendors around here is that they don't want to work with AHS because they have so much trouble getting them to pay. I would not recommend this company at all.Business Response
Date: 07/31/2022
July 31, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *********************************; AHS Plan No. *********; BBB Case No. 17600023
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 June 2, 2022. On June 28, 2022, a service request was placed on the air conditioner and *************************************, was dispatched to diagnose any problems. On July 8, 2022, it was reported the air handler and condenser needed to be replaced. However, this is is a pre-existing condition that would have been detectable prior that would have been present during the effective date of the warranty plan. 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.
The plan holder disputed the diagnosis reported by *************************************. Section C.3 of the warranty plan states in the event AHS authorizes or requests you to contact an independent service contractor to perform a covered service, AHS will provide reimbursement for an authorized amount of the cost you incur for the repair or replacement services. AHS offered the plan holder to hire their own licensed and insured contractor to diagnose the air conditioner as a second opinion and report their findings directly to AHS ************************* for approval based on the provisions of the warranty plan in accordance with the terms of the warranty plan referenced above.. The plan holder declined this option. Therefore, based on the diagnosis received from *************************************, the denial of the air conditioner coverage remained.
On July 26, 2022, the plan holder elected to cancel the warranty plan. 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. The warranty plan was cancelled per the plan holders request and in accordance with the provisions of the warranty plan referenced above.
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.
My main line got clogged causing water from the washer to flow over to my tub & not being able to use the toilet. An issue that needed an immediate fix. Knowing that American home shield takes a long time to get someone to check out the job & the company/person sometimes not being able to take on the job, I called a company ************* fixed it right away because it was an ************* could not wait for AHS to take their time. That would have been my very first time using my warranty. I am now trying to get reimbursed by AHS and they are not wanting to do that. I know of other warranties that do. I have proof of service being done. I will not be renewing my contract with themBusiness 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. At no time has the plan holder requested service for a stoppage nor called in requesting reimbursement to repair a stoppage. Without prior approval or authorizations from AHS the plan holder elected to have a plumbing repair completed outside of the warranty plan. Section B.1 of your warranty plan states AHS will not reimburse the customer or others for *********************** performed without AHS prior approval.Therefore, based on the terms of the warranty plan AHS is not liable to reimburse for repairs completed outside of the warranty plan.
Although not obligated, as a one-time courtesy, in order to resolve this matter amicably, the plan holder may attach the paid itemized invoice for the stoppage 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 **********, Inc.
*****************************
Claims Resolution SpecialistCustomer Answer
Date: 07/25/2022
Complaint: 17599941
I am rejecting this response because:I have submitted my invoice from Mr. ******* & yes I have actually called about 3 times asking for a reimbursement. I needed an immediate repair & I am aware of your insanely long wait times to even get a technician out to check out the issue. I could not wait a single day longer.
Sincerely,
*****************************Business Response
Date: 08/03/2022
August 3, 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 enclosing additional correspondence from *****************************.
AHS has previously received and reviewed ********************************* complaint and stated its position regarding this matter. AHS' position does remain unchanged. Section B.1 of your warranty plan states AHS will not reimburse the customer or others for *********************** performed without AHS prior approval. Therefore, based on the terms of the warranty plan AHS is not liable to reimburse for repairs completed outside of the warranty plan. Although not obligated, as a one-time courtesy, in order to resolve this matter amicably, AHS agreed to review the itemized detailed invoice. Section F.5 of the warranty plan states AHS provides coverage to clear a stoppage through a clean out. AHS does not provide coverage for stoppages due to roots or foreign objects. Therefore,based on the invoice provided by the plan holder, they did not have a clean out (the toilet had to be pulled), the stoppage was caused by roots and foreign objects. Therefore, based on the invoice provided and the terms of the warranty plan, AHS would not offer any form of reimbursement towards this non-covered repair.
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.
AHS is contracted to repair all parts and components of our A/C even for normal wear & tear. They have denied charges to replace a cracked condenser siting normal wear & tear, but when questioned explain clauses in the contract deny payment for lift equipment (undisputed $939), replacement of *************** protection ($249 seems ridiculous not to protect/cover this but undisputed), modification to fit new parts as old parts are unobtainable ($398 disputed), & electrical code required upgrades ($439 disputed). AHS denies the 2 disputed charges citing 2 clauses which say they do not cover claims solely to comply with codes (section I.1.g.iv) nor except as otherwise stated in this contract modifications to install equipment (section I.4.b). Under A/C (section E.1 and the note regarding HVAC units) it specifically states it covers necessary & required upgrades due to circumstances beyond the control of you or AHS (such as the inability to obtain parts/equipment or government mandated system modifications). The last two charges should be covered per the contract. I write and am familiar with contract language. After hours on the phone with multiple agents they refuse to explain why, & respond to my query for explanation maddeningly by simple avoidance & just say, okay Ill tell the vendor youll pay. They claim they cannot provide in writing what is & is not covered in detail with references to the contract unless I opt for a cash out instead of service in which case they will provide only the cash out amount. I am pay these denied charges now as this is a liability to my property and health with over a month of 90+ weather, humidity and no resolution. AHS needs to be held accountable for their loose & convenient reinterpretation of our ******************** the for these last 2 expenses totaling $837. I am uploading my contract along with the image of their denied charges on the claim - the only thing I have in writing from them.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.
I have reviewed AHS records regarding this matter. On July 19, 2022, ****** Plumbing, Heating, and Cooling reported the condenser needed to be replaced and AHS authorized the replacement of the condenser in accordance with the terms of the warranty plan. ****** Plumbing, Heating,and Cooling explained to properly replace the condenser they would need to use a crane, make modifications, and bring it up to code. 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 I.1.g.iv of the warranty plan states this contract does not cover: System or appliance upgrades, or repairs or replacements required: to comply with any federal,state, or local laws, regulations or ordinances, utility regulations, or building or zoning code requirements, except as otherwise specified in this contract. Section I.5 of the warranty plan states you may be charged an additional fee by the service contractor if cranes or lifting equipment are needed to install or remove any equipment. Therefore, based on the information received and the terms of the warranty plan, the plan holder is responsible to pay ****** Plumbing, Heating, and Cooling directly for the non-covered modifications,crane, and code upgrades.
****** Plumbing, Heating, and Cooling did provide a breakdown of the non-covered cost that would need to be paid directly to them. Crane ($939), electrical disconnect per code ($439), line set insulation & UV protection per code ($249), line set modification ($398). The plan holder may follow up with ****** Plumbing, Heating, and Cooling directly at ************ for any questions regarding these items and their associated cost.
Thank you for your consideration.
Sincerely,
American Home Shield Corporation
*****************************
Claims Resolution SpecialistCustomer Answer
Date: 07/24/2022
Complaint: 17599478
I am rejecting this response because:First, as previously stated, I am but not objecting to the charge for the crane.
Second, I asked for a breakdown in writing, acceptable via email with justification per the contract. I received information over the phone but nothing in writing although I was assured I would receive this within 24hrs days ago and when I spoke with the Escalation Agent she also assured me she would send it and was nasty when I said I had not received it yet saying it hasnt been 24 hours yet (it had).
Third, I have pointed out multiple times that section I.1.g.iv is in direct conflict with the note about **** units at the beginning of section E. Section I.1.g.if reads, except as otherwise specified in this contract. My conflict with AHS arises because the charges for the electrical modifications are indeed to comply with government code requirements, and Section E explicitly states for **** units, A necessary or required upgrade is a replacement improving manufacturer specification energy efficiency or system performance due to circumstances beyond the control of you or AHS (such as inability to obtain parts/equipment or government mandated system modifications.Therefore, the except as otherwise specified in this contract portion of section I.1.g.iv applies to this portion of the **** note of section E, and per the contract the modification that is government mandated should be covered under the contract. As such, AHS should reimburse me for this portion of the uncovered expenses .
As a side note, I called and asked to speak specifically with a claims resolution specialist and was told by the customer ********************** agent that no such position exists at AHS. Clearly, from the response by AHS to BBB, this was incorrect. Which is frustratingly par for the course in dealing with AHSs customer ********************** line.
This is a further reason for filing a complaint with the BBB. It should never be this difficult to receive an explanation or have a discussion with a company about services contracted.
Sincerely,
******************************Business Response
Date: 07/30/2022
July 30, 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 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 understand the plan holders interpretation of the warranty plan. However, required upgrades and required code upgrades are two different things. The plan holder is responsible for the non-covered code upgrades, modifications, and crane. The plan holder may contact ****** Plumbing Heating & Cooling directly at ************.
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.
Good morning. On 7/18/22 I called American Home Shield in regards to my toilet which needs to be unclogged. They did a video call to diagnose the toilet so that the plumber will know what equipment was needed. I also asked them to send me a reputable plumber and that I prefer to have the one that replace my water heater last year. I was told that ************** plumbing. I did the research and the company had numerous complaints against them. I called AHS back and told them to get me someone else. I was told that I had to call and cancel and then reschedule. I have been trying to resolve this issue with a contractor from 5:08pm eastern time until 11:42 pm because they were given me the runaround. They still gave me **************. On 7/19/22 @9:15am ************** called. I explained the situation and that I do not wanted matters complicated. She told me that a plumber will be here between 10am & 4pm. The plumber came on 7/20/22 @ 3:55pm. He said he had to contact AHS because the line is clogged and he has to go and get a snake to reach the line and that the toilet will have to be taken up. I asked him when will this be he said as soon as AHS gets back to him. On 7/21/22 @ 9am. I come downstairs, there is a puddle of water in the foyer and the whole downstairs smells like waste, the heat is making the smell worse and my ceiling is damage. I called ************** @10:22am. I told them what was going on. I was told that they are still waiting to get information. I asked her who is they she said the technician. So, I am under the impression that the technician is waiting on feed back from AHS. I have explained to the several representatives from AHS that I did not want any problems because I have had three issues in the past with them whereas I had to come out of pocket to have the issues resolved. AHS claims that I am a value customer. At this time in my opinion that's just a slogan that they like use loosely. And i like to know why I would have to pay for my ceiling be fixed.Business Response
Date: 07/31/2022
July 31, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: Dulcinae *****;AHS Plan No. *********; BBB Case No. 17599332
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 18, 2022, a service request was placed on a toilet and T *******************************, LLC, was dispatched to diagnose any problems. On July 22, 2022, it was reported there is a main line stoppage effecting the 2nd floor. However, there is no clean out present for the contractor to clear the stoppage. Section E.4 of the warranty plan states the cost to locate or access cleanouts not found or inaccessible, or to install cleanouts is not covered. Therefore,based on the information received and the terms of the warranty plan, the claim was denied. Although not liable to do so, AHS has agreed to reimburse the $100 trade service call fee paid for this service request. The plan holder can expect to receive that reimbursement within 10 to 14 business days.
On July 21, 2022, a service request was placed on the stoppage and Geos Plumbing Services was dispatched to diagnose any problems. On July 22, 2022, Geos Plumbing Services advised AHS the service request was complete.
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.
We purchased a home warranty when we bought our new home at the beginning of 2022. Our ** unit broke. We have been trying to work with the Warranty company for over 3 months now to get them to cover the ** unit issue and replace the unit. It has been months and not only do we still not have a new ** unit covered by the warranty. The warranty company still hasn't even ordered the part yet for the HV** company to come to our home and install. Our house has been without central air for months and we have two children under the age of 2. The most recent issue happened when the HV** company called the warranty company to get a status of the part that was supposed to be ordered and delivered two weeks ago. The HV** company was informed by the warranty company they never even ordered the part. Lastly, there are significant language barriers with every specialist i have talked to at the home warranty company. When i request to speak with someone that talks in English, they refuse to transfer me to an English speaking specialist which further complicates the call and elevates frustrations.Business Response
Date: 07/24/2022
July 24, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
**************** &*******************************; HSA Plan No. *********; BBB Case No. 17599790
Dear **********:
Home Security of America ("HSA") is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.
I have reviewed HSAs records regarding this matter. HSA does apologize for the plan holders frustrations regarding this matter. On July 21, 2022, the plan holder began working directly with HSAs Service ********************** regarding this matter. HSA is following up with the supplier of the compressor to obtain the tracking information. HSA will continue to work with the plan holder to ensure this matter is resolved. HSA has agreed to waive the $100 trade service call fee for this request. The plan holder *** disregard any ******** that *** cross in the mail or email regarding that fee.
Thank you for your consideration.
Sincerely,
Home Security of America, Inc.
*****************************
Claims Resolution SpecialistCustomer Answer
Date: 07/25/2022
Complaint: 17599790
I am rejecting this response because: Although we appreciate them waiving the $100 fee, we would expect that after all the inconvenience this has caused going on months now. My requests were: contact by the company, repair, and finish the job. Right now, we are not even confident a new part has been ordered let alone the job finished or AC repaired. The first time the warranty company ordered the wrong part. The second time they just never ordered a part, complete negligence. This will be the third time the **** company is attempting to get a part the warranty company ordered that they are not confident will work in our unit. The **** company advised us we will need a whole new AC unit, not just a new compressor part. We still have not heard back from the **** or warranty company on the tracking number or status on when the part will be delivered and installed.We are still in a house without air conditioning with two children under the age of two because of the warranty's company lack of urgency and poor customer **********************. How many months is it acceptable to tell a customer to wait without air conditioning?
Sincerely,
*******************************Business Response
Date: 07/30/2022
July 30, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
**************** &*******************************; HSA Plan No. *********; BBB Case No. 17599790
Dear **********:
HSA is in receipt of your letter enclosing additional correspondence from the plan holder.
HSA has previously received and reviewed 's complaint and stated its position regarding this matter. HSA's position does remain unchanged. HSA does apologize for the plan holders frustrations regarding this matter. On July 21, 2022, the plan holder began working directly with HSAs Service ********************** regarding this matter. Section F.9 of the warranty plan states HSA is not responsible for conditions beyond our control including delays in obtaining parts, relocation of equipment or labor difficulties. HSA is attempting to confirm if ******* HVAC,LLC, can supply the compressor. HSAs Service ********************* will continue to work directly with the plan holder regarding this matter.
Thank you for your consideration.
Sincerely,
Home Security of America, Inc.
*****************************
Claims Resolution SpecialistCustomer Answer
Date: 08/01/2022
Complaint: 17599790
I am rejecting this response because:What ***************************** is claiming regarding the compressor part is outright FALSE information. She is either incompetent, misinformed, or a liar but any case proves she is unfit for the position. She can't even provide you with accurate up to date notes. As of Friday 7/29, ******* HVAC had tried to contact American Home Shield Warranty 3 times over the course of 3 days to let them know they found a compressor, and if American Home Shield would approve the order. American Home Shield is ignoring and deflecting their attempted calls to find a resolution and order the part. Quite frankly it's sabotage on American Home Shield's part. Furthermore, American Home Shield had been claiming for two weeks they were having difficulty locating a part but somehow ******* HVAC found the part in a 5 minute ****** search while I was on the phone with them. We have been in contact with the Resolution Service **** like ***************************** states, but that was over a week ago and we STILL have no resolution. It's done us absolutely no good getting in touch with that ***** In fact, American Home Warranty still can't even figure out how to order a part or approve ******* HVAC ordering one for them. We were told if the part wasn't able to be ordered we would receive a whole new AC unit. How long will we be required to wait before we get a part or a whole unit? A timeline has STILL not been provided from anyone or any **** at American Home Shield.
We have paid for a warranty that will not fulfill their obligations. We have been in contact with our family attorney who is putting together a detailed timeline of events. Our next step will be to take formal legal action.
***************************Business Response
Date: 08/11/2022
August 11, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
**************** &*******************************; HSA Plan No. *********; BBB Case No. 17599790
Dear **********:
HSA is in receipt of your letter enclosing additional correspondence from the plan holder.
HSA has previously received and reviewed 's complaint and stated its position regarding this matter. HSA's position does remain unchanged. HSA does apologize for the plan holders frustrations regarding this matter. On August 3, 2022, ******* HVAC, LLC,confirmed they are able to supply the compressor. Although not obligated, as a courtesy, HSA agreed to reimburse the plan holder up to $200 towards alternate cooling (window a/c, fans, etc). On August 10,2022, a check (# ********) in the amount of $200, was released by FrontDoor,Inc., on behalf of HSA. HSAs Service ********************** is working directly with the plan holder regarding this matter.
Thank you for your consideration.
Sincerely,
Home Security of America, 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.
In May I requested service for a leak in my bathroom. The plumber had to cut a hole in the wall to fix the valve which is about 4inches long by 1 inch wide and AHS said they would cover it and have someone out to fix it within 7 days. The plumbing was done on 5/31/2022 and they still haven't fixed. They said they haven't been able to complete it and offered a buy out of $110. They still have not fixed this. If the payment is less than the contractor, they will not pay the difference and will not look at the pictures. The hole is bigger than 11 inch.The tech that I spoke to today in authorizations was very rude. I would like them to fix my hole in the wall or cover the price of a contractor I find to fix it. I do not want an estimated cash out. I want this fixed.Business Response
Date: 07/24/2022
July 24, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *************************************;AHS Plan No. *********; BBB Case No. 17599595
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 21, 2022, a service request was placed on the leak and All Pro Contractors was dispatched to diagnose any problems. On May 26, 2022,it was reported the angle stop needed to be replaced and AHS authorized that repair. On May 31, 2022, All Pro Contractors advised AHS the service request was complete.
All Pro Contactors did need to make access thru the drywall to complete the repair. Unfortunately, at this time AHS does not have a contractor able to restore the dry wall to a rough finish. AHS offered our cost to restore a 1 by 1 drywall hole to a rough finish $110. The plan holder is welcome to confirm their proper mailing address and the check will be processed. Alternatively, if the plan holder feels it will cost more than $110 to restore the drywall hole to a rough finish they may provide a itemized estimate to this complaint for review.
Thank you for your consideration.
Sincerely,
American Home Shield Corporation
*****************************
Claims Resolution SpecialistCustomer Answer
Date: 07/26/2022
Complaint: 17599595
I am rejecting this response because the hole is bigger than 1x1 and I want it fixed. I posted the pic here and I was told by your authorization **** they were putting my case back in for someone to fix the hole. I asked more than once before the hole was made if y'all would fix it and I was told that it would be fixed and in a timely matter.
Sincerely,
*************************************Business Response
Date: 07/31/2022
July 31, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *************************************; AHS Plan No. *********; BBB Case No. 17599595
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. Unfortunately,at this time AHS does not have a contractor able to restore the dry wall to a rough finish. AHS offered our cost to restore a 1 by 1 drywall hole to a rough finish $110. The plan holder is welcome to confirm their proper mailing address and the check will be processed. Alternatively, if the plan holder feels it will cost more than $110 to restore the drywall hole to a rough finish they may provide an itemized estimate to this complaint for review. The plan holder states they feel the hole is larger than 1-foot x 1-foot. The plan holder can confirm the hole size on this complaint, and AHS would be willing to review the cost offered as well.
Thank you for your consideration.
Sincerely,
American Home Shield Corporation
*****************************
Claims Resolution SpecialistCustomer Answer
Date: 08/01/2022
Complaint: 17599595
I am rejecting this response because American Home Shield didn't complete the job. I shouldn't have to go through this. I've only requested service once since I had my warranty and it wasn't completedI am not satisfied with American Home Shield response at all. What is the purpose of having a home warranty and having to complete the work on my own?
I am cancelling my contract.
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 purchased a home warranty plan from this company, this plan included seasonal maintenance checks. I paid them an annual fee of $350.00 for this policy, however this year I am being told that they have no technicians in my area to provide the maintenance checks or to service my home. They have not offered any refunds or resolutions to the issue of charging me for a policy that is useless to me. I would like this company to cancel the policy and provide me with a full refund of $350.00.Business Response
Date: 07/24/2022
July 24, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: **** *******************;AHS Plan No. *********; BBB Case No. 17599482
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 September 22, 2021 and is set to expire September 22,2022. On October 15, 2022, a service request was placed on the furnace and Thermodyne CCCS, ***** was dispatched to diagnose any problems. On October 19,2022, Thermodyne CCCS, ***** advised AHS the service request was complete. On February 1, 2022, a service request was placed on the furnace and Thermodyne CCCS, ***** was dispatched to diagnose any problems. However, the plan holder elected to cancel this service request 30 minutes after it was placed.
On May 12, 2022, the plan holder placed a cooling system check request. Unfortunately,at that time AHS did not have a service contractor to complete the cooling system check. The service request was cancelled on May 16, 2022 and the trade service call fee was reimbursed. If the plan holder is experiencing a mechanical function with the air conditioner they are welcome to place a servicer request on that item.
Section A.4.b.ii.(c) of the warranty plan states if your agreement is terminated by AHS or you (and you may 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 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 Corporation
*****************************
Claims Resolution Specialist
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