Complaints

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

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  American Home Shield

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

  
• 

  Home Security of America, Inc.

  PO Box 650993 Dallas, TX 75265

• 

  Home Security of America

  Unlisted Milwaukee, WI 53201

  
• 

  American Home Shield Corporation

  1051 N Kirk Rd Batavia, IL 60510

• 

  American Home Shield

  Macon, GA 31210

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

• Initial Complaint

  Date:07/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a tenant at *****************. Our air conditioning went out Memorial Day weekend May 27th. Myself and my landlord ************************* have called American Home Shield over the course of the last few months to get this AC repaired as we are in triple digits with heat index over 107 degrees. Our temperature in our home is registering 93 degrees. There has now been 3 separate HVAC companies come and look at the units. There has not been a single repair made. They told us we were approved to hire an outside company and pay for repairs and they would reimburse that we just had to get the repairs approved through them first. We paid an outside company to come over and still they have yet to approve the repairs. The heat is unbearable and we have young children in the house. This has been several months now and resolution in sight. I am not sure what to do. I have a lease so I am stuck with my children ad wife in a house with no AC in ******** ** in the middle of summer. Please help

  

  Business Response

  Date: 07/24/2022

  July 24, 2022
  
  
  *****************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: *************************;AHS Plan No. *********; BBB Case No. ********; *******************************
  
  Dear **********:
  
  American Home Shield ("AHS")is in receipt of your letter advising of the above referenced complaint.  Your letter has been forwarded to me for review and response.
  
  Please be advised the owner of the above-mentioned warranty plan is *************************.  
  
  I have reviewed AHS records regarding this matter.  AHS has no record of ******************* being authorized on this warranty plan.  On July 21, 2022, Comfort Masters HVAC, LLC, reported the condenser and air handler need to be replaced and AHS authorized that repair in accordance with the terms of the warranty plan.  Comfort Masters HVAC, LLC, explained to properly replace the condenser and air handler 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, the plan holder is responsible to pay Comfort Masters HVAC,LLC, directly for the non-covered modifications and access refrigerant cost over the contract limit. 
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield Corporation
  
  *****************************
  Claims Resolution Specialist

• Initial Complaint

  Date:07/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  American home shield has not upheld their end of the contract. I called in a service request because my HVAC system was blowing hot air. AHS sent out a contractor to assess the situation and the contractor concluded that I had a bad compressor and the system was leaking Freon. The company also let me know that the system is so old that they dont make it or the parts anymore and it will have to be replaced in its entirety. I have been without AC since I put in my service request on July 15th. Temperatures outside are in excess of 95 degrees. After the contractor and American home shield communicated American home shield told me I would have to pay $4400 out of pocket because they dont cover items that bring the system to code. When I paid for this insurance I was assured that if they cant fix it (it- whatever appliance needs repair) then it will be replaced. I paid my deductible already so all services that have to do with the issue are covered. According to my contract they cover my type of unit and it says nothing in that contract about them not paying for parts that are required to make the system work. So in essence I have been scammed. What they promised to deliver [per the contract] has not been delivered. I have had bad customer ********************** and no urgency to solve an emergency situation. The company wont even give me a line item list of the things they say I have to pay based on the items that are required because of code. The contractors have explained to me how much the unit costs. American home shield wont even cover the full cost of the unit. They offered to pay $900 dollars on an $8200 job! If further explanation is needed I can be reached via phone or email.

  

  Business Response

  Date: 07/31/2022

  July 31, 2022
  
  
  *****************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: *************************;AHS Plan No. *********; BBB Case No. 17598913
  
  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 12, 2022. On July 15, 2022, a service request was placed on the air conditioner and Honesty Mechanical, LLC, was dispatched to diagnose any problems.  On July 20, 2022, it was reported the air conditioner would need to be replaced and AHS authorized that replacement in accordance with the provisions of the warranty plan.  Honesty Mechanical explained to properly replace the air conditioner they would need to pull a permit, complete the Title 24 Duct test, 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.  Therefore, based on the information received and the terms of the warranty plan, the plan holder is responsible to pay Honesty Mechanical, LLC, directly for the non-covered items referenced above.  The plan holder may contact Honesty Mechanical, LLC, directly at ************ to secure an appointment to complete the authorized repair.
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield Corporation
  
  *****************************
  Claims Resolution Specialist

• Initial Complaint

  Date:07/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/3/2022 I request service on my AC, it took 7 days for me to get someone on the phone and for someone tell to find my own service tech. The call was cancelled and now Im being threaten by your agent and auto emails, that my plan will be cancelled if I dont pay a fee for service that was not completed. The sad part your organization is all over the new in my **************** for failing customer. It a sad day when I can say I have nothing but good service from you, but the agents your hiring to tell me there going to cancel my contract . *********

  

  Business Response

  Date: 07/24/2022

  July 24, 2022
  
  
  *****************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: *****************************;AHS Plan No. *********; BBB Case No. 17598959
  
  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 June 15, 2022, a service request was placed on the air conditioner. ON June 17, 2022, AHS approved the plan holder to hire their own licensed and insured contractor to diagnose the air conditioner and report their findings directly to AHS ************************* for approval based on the provisions of the warranty plan.  On June 24, 2022, the plan holder request the service request be transferred to ****** HVAC.  ****** HVAC advised AHS they had secured an appointment on June 28, 2022. However, on July 5, 2022 the service request was cancelled.  At this time the warranty plan is not showing past due.  If the plan holder still requires service on the air conditioner a new service request will need to be placed. 
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield Corporation
  
  *****************************
  Claims Resolution Specialist

• Initial Complaint

  Date:07/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted AHS on 7/8/22 to have my washer repaired on 7/11/22 $133.75 was removed from my account for the future service appointment. On 7/19/22 I called for status and was informed that the contractor Berkeley County Electronic Repair canceled my appointment without contacting me and that I need to reschedule and pay another service charge. I requested a different contractor. On 7/20/22 they charged me $133.75 again and assigned the same contractor. I called back on 7/21/22 to ask again for a different contractor and was told they check into it. Now Ive waited almost two weeks for someone to contact me about the repair and have had $266 taken out of my account for service I have yet to receive. All Im looking for is the service and repairs I have had to pay. I would think after paying monthly charges for the contract and paying a service charge something would be done. Once before it took this company almost four months to fix an issue with a refrigerator. This is the worst customer ********************** Ive ever experience.

  

  Business Response

  Date: 07/31/2022

  July 31, 2022
  
  
  *****************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: **************************;AHS Plan No. *********; BBB Case No. 17598802
  
  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.  AHS ********************* is processing the $133.75 trade service call fee reimbursements. The plan holder can expect to receive both reimbursements within 10 to 14 business days. 
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield Corporation
  
  *****************************
  Claims Resolution Specialist

• Initial Complaint

  Date:07/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  AHS Dispatch ID: ********* Air Conditioner failed on July 5 during a series of power surges. I contacted AHS same day and a tech was scheduled to come out two days later. When the technician arrived from the company dispatched by AHS (Climate Control ***************** LLC) he IMMEDIATELY began trying to get me to NOT continue with my warranty service but instead give HIM money to purchase a new AC from him directly so I wouldn't be "at the mercy of the warranty company." I told him no thank you I'd like to work with the warranty company. He then diagnosed my AC, said my compressor blew and I'd need a new one and it would need to be ordered. THE NATURE OF MY COMPLAINT: He then told me that COOLANT for the compressor is NOT COVERED by my warranty and I would have to "pay him" ~$1800 to fill the compressor after if "finally arrived whenever it arrives" - and asked if I was "OK with doing that". I told him I would do whatever I was contractually obligated to do to resolve my issue.1) I followed up with AHS and asked for a manager to contact me out of concern of FRAUD due to the tech's immediate insistence that I should buy a new unit from him instead of have my unit repaired 2) I understand coolant is NOT fully covered under my warranty. IF THE FAILURE IS A COOLANT LEAK, I am responsible to pay for some coolant. This is true, however, THIS IS NOT A COOLANT LEAK, this is a replacement part - a brand new compressor and it should come as such ready to go. It is not like buying a lawnmower that you then need to fill up with gas on purchase. A NEW compressor should come with coolant. I believe the technician dispatched is attempting to perpetrate a fraud against me, AHS may be allowing it to happen and has at least not contacted me back.3) WE ARE IN THE MIDDLE OF A HEATWAVE - it is OVER 100 degrees in my home. NO ONE has followed back up with me. REGARDLESS OF WHO PAYS FOR THE COOLANT - where are my parts? WHEN WILL MY AC BE FIXED.BBB - PLEASE HELP US!!!

  

  Business Response

  Date: 07/24/2022

  July 24, 2022
  
  
  *****************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: *************************************; AHS Plan No. *********; BBB Case No. 17598750
  
  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 5, 2022, a service request was placed on the air conditioner and ********************************, LLC, was dispatched to diagnose any problems.  On July 8, 2022, it was reported the compressor needed to be replaced and AHS authorized that repair.  *********************************, LLC,explained to properly replace the compressor they would need to add refrigerant.  Section D.14.a of the warranty plan states AHS will pay up to ten dollars per pound for refrigerant installed in a covered item.  Therefore,based on the information received and the terms of the warranty plan, the plan holder is responsible to pay *********************************, LLC, directly for the excess refrigerant cost over the contract limit.  The compressor does not come full of refrigerant.  The plan holder may contact *********************************, LLC, directly at ************ to secure an appointment to replace the compressor. 
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield Corporation
  
  *****************************
  Claims Resolution Specialist

  Customer Answer

  Date: 07/24/2022

   
  Complaint: 17598750
  
  I am rejecting this response because: regardless of the refrigerant coverage, I have already taken action in an automated email to move forward with replacement of the failed covered part. It's been 3 weeks now. The AHS selected repair technician fails to respond to me. No one from AHS will contact me. Telling me to schedule replacement appointment with the only tech I'm allowed to use - the one they chose and assigned - is not helpful because they don't contact me back. Again, it's been 3 very hot weeks. I need some help getting this resolved, not just be told "contact the tech". That's AHS answer for everything. The tech is not responsive, and when I could talk to him, he just told me he had no idea and I'd get my part "when I got it". This is not acceptable. 
  
  Sincerely,
  
  *************************************

  

  Business Response

  Date: 07/30/2022

  July 30, 2022
  
  
  *****************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: *************************************; AHS Plan No. *********; BBB Case No. 17598750
  
  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 may contact *********************************, LLC, directly at ************ to secure an appointment to replace the compressor.  I personally contacted *********************************, LLC, requesting they schedule with the plan holder, and also dispatched a recall to *********************************, LLC, to ensure this gets scheduled.  Although not liable to do so, AHS has agreed to reimburse the $75 trade service call fee paid for this service request.  The plan holder can expect to receive that reimbursement within 10 to 14 business days.
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield Corporation
  
  *****************************
  Claims Resolution Specialist

  Customer Answer

  Date: 08/02/2022

   
  Complaint: 17598750
  
  I am rejecting this response because:

  Dear **********, firstly thank YOU and the BBB for your continued assistance in dealing with this challenging, "B-rated" business. I appreciate it. Also please know, in response to AHS reimbursement of my $75 deductible fee - although a minor drop in the bucket compared to the overall experience, I also appreciate it, even though I am under no obligation to appreciate it. The fact remains it has been nearly a month now during the hottest summer on record and AHS has still failed to a) complete service b) provide me with ANY TRANSPARENCY regarding the status of my part on order c) simply have a manager contact me directly to discuss, as any company with service worth anything would do at this point, upon the customer's request, ESPECIALLY after escalating to the BBB and other government consumer protection agencies. The technician FINALLY sent me a TWO SENTENCE email saying "Part is on order - no need to open a new case." My request is as follows: IN THE SPIRIT OF TRANSPARENCY TO THE CONSUMER: 1) Can someone from AHS advise me: a) when my part was ordered by the technician b) from what company/where was it ordered c) what is the estimated arrival (now 4 weeks later) of this part? 2) Can someone from AHS explain why the CURRENT COOLANT IN MY TANK CANNOT BE PUMPED DOWN INTO A CHAMBER AND SAVED TO BE RELOADED INTO MY NEW COMPRESSOR as other HVAC techs have told me should at least be a consideration before IMMEDIATELY DEFAULTING TO me needing to spend thousands on coolant. All I am asking for is some a) transparency b) communication and c) explanations. It shouldn't be this hard to get information from a multi-million dollar company.  They should be spending more time trying to provide courteous and friendly resolution to the consumer who is making very reasonable information requests, instead of making comments in their responses about what they're "under no obligation to do" after doing something "nice".

  Thank you again for your continued assistance. My family and I remain appreciative. (and very, very hot).

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

  ************

  

  Business Response

  Date: 08/12/2022

  August 12, 2022
  
  
  *****************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: *************************************; AHS Plan No. *********; BBB Case No. 17598750
  
  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 9, 2022, the compressor was ordered from **********, with an expected delivery date of July 19, 2022.  I have personally contacted Climate Control to confirm if they did not receive this equipment or if they are awaiting another part that AHS is not aware of.  I also contacted AHS HVAC ********************* for the tracking information on this compressor to confirm delivery.  As far as the plan holder concerns with the refrigerant.  That question would need to be directed at *********************************, LLC.  AHS does not control the licensed and insured contractor decision on how they proceed with refrigerant.  The plan holder may contact *********************************, LLC, directly at ************ with questions regarding the refrigerant.
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield Corporation
  

  Customer Answer

  Date: 08/15/2022

   
  Complaint: 17598750
  
  I am rejecting this response because: THE CONSUMERS POSITION ALSO REMAINS UNCHANGED! Here we are over a month later and my air conditioner still is not fixed. IT DOES NOT MATTER when AHS says the part was ordered, or delivered. The TECHNICIAN WE ARE AT THE ***** OF RELYING ON CONTINUES TO REFUSE TO ADVISE WHEN OUR A/C WILL BE FIXED. The resolution here is SIMPLE. FIX OUR AIR CONDITIONER!!!!!!!!!!!!!

  Dear BBB - thank you for your continued help and support with this unscrupulous company.

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

  

  Business Response

  Date: 08/26/2022

  August 26, 2022
  
  
  *****************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: *************************************; AHS Plan No. *********; BBB Case No. 17598750
  
  Dear **********:
  
  American Home Shield (AHS) is in receipt of your letter enclosing additional correspondence from plan holder.
  
  We sincerely apologize for the delay and frustration this situation has caused the plan holder.  AHS confirmed the compressor was delivered with the ***** # ************.  AHS request Climate Control review their inventory and schedule this repair.  Unfortunately, after several attempts Climate Control stopped responding.  On August 26, 2022, AHS initiated a new air conditioner service request, waived the trade service call fee, and dispatched Integrity ***********************************.,to diagnose the air conditioner.  AHS will continue to work with the plan holder and contractor to ensure this matter is resolved.
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield Corporation
  
  *****************************
  Claims Resolution Specialist

  Customer Answer

  Date: 09/01/2022

   
  Complaint: 17598750
  
  I am rejecting this response because my unit is still not fixed and the amount of time taken place to repair is unsatisfactory and completely unacceptable.

  I request the following: 1) AHS to work with the new contractor to expedite any parts needed and the ultimate repair to the greatest extent possible. They have visited my home and inspected the unit.

  2) I am requesting a refund of 10 months of the premium I have paid for the AHS service to my Discover card to cover the costs of window air conditioning units I have had to purchase due to the dangerous temperatures reached in my home during the ongoing heat waves and AHS' failure to repair in a reasonable manner of time. If AHS grants this and ultimately ensures repair of the unit as quickly as possible (to the greatest extent they can reasonably control) from this point forward, I will not pursue further action against AHS in response to my damages as a result of this matter. 

  I would also, as an aside if possible,  like to understand from AHS what happened to the original contractor,  CLIMATE CONTROL HEATING AND COOLING LLC. 

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

  

  Business Response

  Date: 09/10/2022

  September 10, 2022
  
  
  *****************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: *************************************; AHS Plan No. *********; BBB Case No. 17598750
  
  Dear **********:
  
  American Home Shield (AHS) is in receipt of your letter enclosing additional correspondence from plan holder.
  
  AHS is awaiting the diagnosis from Integrity Air Conditioning & Heating, Inc. I personally contacted them requested they report that information.  AHS will not comply with the plan holders demand to reimburse 10 months of contract payments.  AHS will review receipts for alternate cooling (window a/c, portable a/c, fans, etc.), if provided on this complaint.  Although not obligated, AHS will reimburse up to $500 towards that purchase.  AHS would request the plan holder attach the requested receipts and confirm their proper mailing address on this complaint.  AHS will continue to work with the plan holder to ensure this matter is resolved.
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield Corporation

  Customer Answer

  Date: 09/10/2022

   
  Complaint: 17598750
  
  I am rejecting this response because what is stated in their message is simply untrue. Dear **********/BBB Mid-south, the fact remains: It is now September 10th, and two contractors later - and many messages between AHS and I through the BBB - MY ** REMAINS UNFIXED!

  In fact, someone is lying here. AHS claims that they are waiting to hear back from the new contractor INTEGRITY HEATING AND COOLING. This contractor was AT MY HOME AND DIAGNOSED MY PROBLEM (bad compressor) OVER A WEEK AGO. This contractor CALLED ME ON WEDNESDAY 9/7/22 and TOLD ME THAT his REGIONAL MANAGER FROM AHS told him to HOLD OFF ON ORDERING MY NEEDED PART. My new contractor told me that he was told by his "AHS regional manager" that AHS IS TRYING TO WORK WITH MY PREVIOUS CONTR**TOR to get the part and - and I quote "WE ARE ALL STUCK IN THE MIDDLE".

  BBB - PLEASE HELP ME!!! I do NOT want to WAIT for ANYTHING from the ORIGINAL contractor who VANISHED (CLIMATE CONTROL HEATING AND COOLING) - I JUST WANT MY ** FIXED, BY THE NEW CONTR**TOR - AS SOON AS POSSIBLE. HE HAS NOT EVEN ORDERED MY NEEDED REPAIR PART AT AHS DIRECTION!!!! AHS IS LYING TO YOU!! AND ME!! 

  PLEASE FIX MY AIR CONDITIONER!

  As far as the REIMBURSEMENT FOR MY PURCHASED WINDOW UNITS - I paid $448 for the unit and over $200 to have them installed into my home by a friend. I do not have a receipt for the installation. I accept AHS PROMISE to reimburse me up to $500 for the ** units and the PURCHASE RECEIPT IS ATT**HED.

  1.) PLEASE HAVE AHS PROMPTLY DISCPATCH INTEGRITY (THE NEW CONTR**TOR) TO ORDER THE PART AND COMPLETE THE REPAIR OF MY AIR CONDITIONER

  2.) PLEASE HAVE AHS ADVISE ME OF THE CHECK NUMBER OF THE CHECK THEY ARE CUTTING ME IN THE AMOUNT SHOWN ON MY ATT**HED RECEIPT AND CONFIRM THE MAILING DATE OF SAID CHECK (every promise made by this company must be CLOSELY tracked). The address to send said check is: ************************************* *************************************************************** 19518

  PLEASE LET ME KNOW WHAT IS GOING ON - MY ** HAS BEEN BROKED FOR OVER TWO MONTHS!

  As a result of the ongoing delays and mistruths, I have also been forced to file a simultaneous complaint with the ************************* and the ** ***** of ******** Affairs. AHS should be prepared to begin to answer those incoming complaints as well.

  This all ends when my ** unit is simply repaired, as obligated by AHS.

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

  

  Business Response

  Date: 09/26/2022

  September 26, 2022
  
  
  *****************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: *************************************; AHS Plan No. *********; BBB Case No. 17598750
  
  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 September 10, 2022, Integrity Air Conditioning & Heating was authorized to replace the compressor in accordance with the provisions of the warranty plan.  The plan holder is responsible to pay Integrity Air Conditioning & Heating directly for the excess refrigerant cost over the contract limit ($900).  Integrity Air Conditioning & Heating is expecting to have this repair completed on September 27, 2022.
  
  AHS agreed to reimburse up to $500 towards alternate cooling, with provided receipts.  AHS is not able to reimburse for cost that is not accounted for by a receipt and/or invoice. If the plan holder can obtain a receipt for the installation of the alternate cooling device, I would be happy to process further reimbursement.  At this time, a check in the amount of $448.06 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.
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield Corporation

• Initial Complaint

  Date:07/21/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted AHS to cancel our policy as we are planning to sell our rental property. I was told since we paid a full year's premium in advance and are cancelling early, we will be charged the total amount that AHS paid for parts ordered for claims we submitted during the coverage period. This is in addition to the service fee that we already paid for each claim we submitted AND a separate cancellation fee. They stated that this is all indicated in the contract we agreed to.I am making this complaint because this is absolutely unethical. I can understand that we would be incurred a cancellation fee, but to charge us the ***** AMOUNT of parts AHS ordered as part of our warranty coverage period makes no sense and completely punitive. The parts they ordered were for APPROVED claims and all covered by AHS at time of our warranty period. This is unethical and consumers should be warned. I also believe BBB should follow up with AHS and further investigate the ethical business practices of this company.

  

  Business Response

  Date: 08/03/2022

  August 3, 2022
  
  *****************
  BBB of the Mid-South
  3693 *************
  *******,** 38125
  
  RE:***********************; AHS Plan No. *********; BBB Case No. 17598492
  
  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 and find the AHS agreement plan went into effect on November 15, 2020 and was set to expire on November 15, 2021.  **************** advised AHS of her intention to cancel the plan on October 22, 2021. 
  
  Section L.4 (c) (d) of the warranty plan, which states that if the customer or ********************** cancels the contract after the 30th day following the beginning of the contract term, (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,the customer shall be responsible for an administrative fee of the lesser of (i) the plan fee for one month of coverage under this contract or (ii) such amount as is permitted by law.
  
  I find that AHS collected a monthly agreement cost for the renewal plan on October 15, 2021 in the amount of $55.99. Because ***************** cancelled the plan prior to the renewal, the collected amount of $55.99 was applied to the cancellation administrative fee.  There is no past due balance on the account and AHS did not charge/deduct ***************** for the covered parts related to authorized repairs during the agreement plan term as part of the cancellation.
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield of **********, ****
  
  *************************
  Claims Resolution Specialist 
  

  Customer Answer

  Date: 08/03/2022

   
  Complaint: 17598492
  
  I am rejecting this response because:
  

  AHS is referring to our second property (***** **************** in Valencia **) that is no longer contracted with AHS since November 2021 as they indicated. 

  I am referring to the CURRENT contract for property ******************************. in *** Nuys **.  It is not scheduled to expire until November 2022.  I had intended to cancel about a month ago as we were planning on selling the house.  However, I was told at that time, by two separate AHS agents, that if I was to cancel prior to its expiration in November, I would not only incur one month's premium of $75 (which I understand and am fine with) but ALSO any parts that were ordered and paid by AHS since November 2021 while the house was under coverage.  My understanding is that when I paid for a full year's premium up front, there was no discount, which means, it would've cost the same if I had paid month to month.  That said, I do not understand their explanation of why we would be charged parts that were ordered and paid by AHS IN ADDITION to a fee of a month's premium if we cancelled early.  

  It's just an unethical business practice.

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

  

  Business Response

  Date: 08/12/2022

  August 12, 2022
  
  *****************
  BBB of the Mid-South
  3693 *************
  *******,** 38125
  
  RE:***********************; AHS Plan No. *********; BBB Case No. 17598492
  
  Dear **********:
  
  American Home Shield (AHS) is in receipt of your letter enclosing additional response from the plan holder.  Your letter has been forwarded to me for review and response.
  
  I have reviewed AHS records regarding this matter and find the AHS agreement plan for the property at ******************. went into effect on November 15,2021 and was set to expire on November 15, 2022.  The agreement plan number ********* is active at this time.
  
  According to the terms of the plan (Section L.4 (c) (d), the cancellation administrative fee would be rightfully due upon cancellation of the plan after the 30th day following the beginning of the term. The agreement plan is prorated upon cancellation.  Should **************** elect to cancel the AHS agreement plan today (August 12, 2022), the prorated cost of the agreement plan would be $675.00.  The total amount paid for the agreement plan is $911.76.  The prorated amount of $675.00 is deducted from the amount collected for a total of $236.76, less the cancellation administration fee $75.98.  During the term of the agreement plan, AHS authorized for repairs in excess of any refund due.  Therefore, according to the terms of the plan, **************** would not be entitled to a refund and the cancellation administration fee of $75.98 would be rightfully due. 
  
  Although not obligated to, in an attempt to resolve this matter amicably, if **************** chooses to cancel the AHS agreement plan, the cancellation administrative fee of $85.98 would be waived. 
  
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield of **********, ****
  
  *************************
  Claims Resolution Specialist 
  

  Customer Answer

  Date: 08/13/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is what it is.  I don't agree with their business practice in how they manage early cancellations as they've already explained it in their response and there's no point to go back and forth as this is how they choose to implement their contracts. 

  i appreciate your attention to this matter and responsiveness in an attempt to rectify this issue. 

  Thank you. 

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

• Initial Complaint

  Date:07/21/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a contract with American Home Shield, I pay them on a monthly basis for this service contract. I used their service about a month ago because there was an issue with my HVAC system, They repaired in a timely manner and this service ticket was closed. On July 9, I opened another ticket for a new issue that had just occurred, my ** refrigerator/freezer went out.. I opened a ticket with a live agent because I also wanted to updated my contact #. I wanted to change from my land *************) to my cell *************). The agent opened the ticket and told me the earliest appointment would be Friday July 1-5 pm. I received a confirmation email that a contractor had been assigned. I waiting all till about 3:45 and started calling. ***** told me they didn't have an open ticket for me. I called AHS again and I was told someone contact me back. As of Monday 7.18.22 no call from AHS. I called back again then I was told they've escalated and someone would call me in the next ***** hrs, it's now 7.20.22 and still no call. I just want my refrigerator fixed. I've already lost all my food. Dispatch ID: ********* ***************** (NC-37) Contractor Phone: ************** Service Item: Refrigerator.

  

  Business Response

  Date: 08/03/2022

  August 3,2022
  
  *************************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  RE: *************************; AHS Plan No. *********; BBB Complaint Case No. 17598493
  Dear *******************:
  American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.
  Thank you for providing the complaint from ************************* regarding the refrigerator service request; we appreciate the opportunity to address the repair concerns.
  Our records show the request was placed on 07/09/2022 and assigned to ***** for service.  When contacted on 07/15/2022 by ************************* to advise of the appointment issue, ************* assisted with locating another service contactor.  On 07/20/2022, the request was reassigned to Eds Appliance Rescue to call to schedule their appointment.  AHS was informed they were unable to service the unit due to having a sealed system.  The request was updated, and ***** reassigned due to the type of refrigerator at the residence.  ***** reported the refrigerator was not cooling due to a faulty compressor, which is under a manufactures part warranty.  AHS authorized the labor for the compressor installation, and ***** has updated the repair as complete.
  AHS is refunding the trade service call fee of $134.38 back to the original payment method, with processing complete in ***** business days.  **** Hardnetts banking institution can confirm receipt and advise when the funds will be applied. AHS apologizes for any inconvenience regarding the matter; if there are additional questions or concerns, we are available to assist at the plan holders convenience
  Thank you for your consideration.
  Sincerely,             
  American Home Shield Corporation

  Customer Answer

  Date: 08/03/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However, according to A&E tech, when the serial # was provided to ********************** they should've advised the unit was under warranty.   The unit would probably be repaired by now.  I have a new date of 8/8/22 for a tech from ** to come and repair the unit.
  
  Sincerely,
  
  *************************