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
- 18,356 total complaints in the last 3 years.
- 4,994 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:07/19/2022
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 filed a claim for our AC on 7/8. Plan #*********. ************** requested part to be purchased locally as extreme heat making my house very hot. Initial request was approved but the next day it was rescinded for unknown reasons. *********** is ordering the ********* have no clue when the repair will happen. We have already been without AC for 10 days. They cite policy language that delay is beyond their control, but it is totally within their control to authorize local purchase. I would have had AC today if they had not rescinded. They never notified us of the change but told contractor that they did. Will only approve up to $150 to purchase 1 AC unit to cover almost **** sq ft.
Business Response
Date: 07/25/2022
July 25, 2022
*****************
BBB of the Mid-South
3693 *************
*******,** 38125
RE ***********************; AHS Plan No. *********; BBB Case No. 17587926
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 a service request was placed on July 8, 2022 for the air conditioning system and ****** Heat &Air was dispatched to diagnose any problems. On July 14, 2022, ****** Heat & Air reported the air handler unit would need to be replaced and AHS authorized for these repairs. AHS purchasing department ordered the equipment and ****** Heat & Air will be in contact with ************** to schedule the installation appointment as soon as the equipment is available. AHS records do not indicate that ****** Heat & Air was authorized to provide the equipment previously. Section I.9 of the warranty plan states AHS is not responsible or liable for any delay in service or failure to provide service caused by conditions beyond AHSs control.
AHS does apologize for any frustrations or inconvenience experienced by this matter. AHS has previously offered up to $150.00 toward alternate cooling. AHS will add an additional $100.00 to this offer and reimburse ************** up to $250.00 toward the purchase of any alternative cooling devices such as fans or a window unit. ************** may respond to this letter and upload the receipts from the purchases of any alternate cooling items and the check for up to $250.00 will be processed directly.
Thank you for your consideration.
Sincerely,
American Home Shield Corporation
*************************
Claims Resolution SpecialistInitial Complaint
Date:07/19/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I don't think AHS cares about their clients. All the want is the upfront cash and later push the responsibility back to the client and some contracted company. I submitted a work order to fix my AC on July 5, and as I writing this now, nothing has been done. Anybody who lives in ***** knows the heat wave we are going through. And having a new born in the house is not making it easy. I called the contracted company(Quality AC) multiple times to schedule and they will tell you to call between *********, 1200-1300, 1700-1800 for appointments but nobody is around these times. I need this company to refund my money and the down payment so I can look for someone who means business.Business Response
Date: 07/24/2022
July 24,2022
*************************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *************************; AHS Plan No.590981728; BBB Case No. 17587838
Dear *************************:
American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.
AHS does apologize for the plan holder's frustration regarding this matter. AHS has requested ***************** Controls to service the air conditioner unit, ***************** Controls will contact ****************** to schedule an appointment.
AHS has agreed to reimburse the service fee paid for the service request on 7/05/2022.AHS has submitted a request for the service fee to be reimbursed to the original card used to make the service fee payment. The member will receive the reimbursement of $75 within 10 to 14 business days.
Thank you for your consideration
Sincerely,
AMERICAN HOME SHIELD OF *****, ****Customer Answer
Date: 07/26/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
Date:07/19/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On July 1 2022 I have contacted AHS about a broken AC. It was an emergency situation - right before the long holiday weekend in the middle of the summer heat and I we have people with health issues in the house. AHS has dispatched a contractor (Uniter Air Temp) for an expedited service.The tech came out, worked on it, but couldn't fix it. He, and later his manager said that the refrigerant is low, it would be about $2,500 to refill, theres probably a leak, which he couldn't find, they would not refill until they find the leak, which could take weeks, because they are booked. They pushed to sell us a new AC for $8K, which AHS wouldnt cover. They wouldn't be able to install a new one sooner than in a few weeks either. We live in the area with extreme temperatures in July (90+) and very high humidity. The house is uninhabitable without a working AC.I called AHS about my opinions and was told they have to wait for the contractors diagnosis and will contact me. I have not received a call back (they emailed me on July 9 - in over a week about United Air Temp recommenations).With this beeing a health hazard situation, I had no choice but to find a local reputable contractor.****** Mechanical Services was able to come out and fix the unit. Heres what they have discovered:45/5 Run Cap was wired backwards; Fan was on Herm and Compressor was on Fan which made fan run Backwards. Who ever came out and replaced Run Cap set system up to fail, should have known Air from condenser fan motor was Pushing down and instead of drawing Air through coil and out. So, the AHS contractor has misdiagnosed the problem, instead of fixing it, made matters worse and mightve caused further damage to the unit. AHS has refused to cover my costs ($780) or to refund their service fee ($100), or even connect me to a manager. They didn't respond to my email with request for a claim review.Business Response
Date: 07/25/2022
July 25, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *************************;AHS Plan No. *********; BBB Case No. 17587605
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. Although not liable to do so, in an attempt to resolve this matter amicably, AHS has agreed to reimburse the $100 trade service call fee paid for this service request and $442 towards the unauthorized repair of the air conditioner. The plan holder can expect to receive both reimbursements within 10 to 14 business days.
Thank you for your consideration.
Sincerely,
American Home Shield of Virginia, Inc
*****************************
Claims Resolution SpecialistInitial Complaint
Date:07/19/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On May 25 2022 I contacted American Home Shield for a Septic tank service which is covered under my warranty with them. On May 26 2022 American Home Shield took the payment for the service ($110.50) from my checking account. They have been unable to find a service company in my area of Northwest ******** to preform this service, They have since closed out my service request and as of today July 19 2022 have not issues me a refund for my service request.Business Response
Date: 07/24/2022
July 24,2022
***************************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *************************; AHS Plan No.589116928; BBB Case No. 17587761
Dear ***************************:
American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.
AHS does apologize for the plan holder's frustration regarding this matter. AHS has been attempting to locate a company to service the septic tank. AHS can offer *************** outside authorization, 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.Acceptable proof of the repair and your actual itemized costs must be provided to and approved by AHS before any reimbursement will be paid. The guidelines for outside authorization are: Tech must be insured. Tech must be licensed if applicable in that state. Contractor must call AHS with diagnosis and estimate before any work is complete, and reimbursement is made at ************ Customer will be responsible for charges up front.
If Mr. ******* has any additional questions with regards to outside authorization,he may contact AHS directly at ************.
AHS has also agreed to reimburse the service fee paid for the service request on 5/23/2022.AHS has submitted a request for the service fee to be reimbursed to the original card used to make the service fee payment. The member will receive the reimbursement of $100 within 10 to 14 business days.
Thank you for your consideration
Sincerely,
AMERICAN HOME SHIELD CORPORATIONInitial Complaint
Date:07/19/2022
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.
So American Home called me after they fixed my freezer for a review.. I had no issues.. The vendor they provided was great, fast and efficient.. I gave them my phone review and let this know that I left my last company due to poor customer and explained my experience when my air conditioner went out..It just so happens that the air conditioner that just got replaced a year ago went out again.. I called, paid my deductible and waited 5days with no air in Georgia in the month of July with an elderly Mother living with me, after being rescheduled when I asked if the could put me on the list for an earlier appointment if someone canceled.. Not only did I not get an earlier appointment but the moved my appointment to a later appointment..The tech came out, looked at the ac and hasnt been back or contacted me about repairing the unit.. I have called the vendor, May ******* and Air ************** multiple times with no response..I do understand that AHS is not May ******* and Air but AHS chose the vendor and was made aware of my issue but has failed to take action and they it taken any action to correct the issue with their vendor.. I have requested a new vendor which has been declined..This is unacceptable.. Insurance is a promise of service. I still am required to pay when I dont use it so when I do need to use it this should not happen..Business Response
Date: 07/27/2022
July 27, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: ***************************; AHS Plan No. *********; BBB Case No. 17587559
Dear *****************:
American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.
AHS does apologize for the plan holder's frustration regarding this matter. On July 25, 2022 a recall service request was sent to May ******* and Air. May ******* and Air has set an appointment with **************** for July 29, 2022. This service request is in progress.
Thank you for your consideration
Sincerely,
AMERICAN HOME SHIELD CORPORATION
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