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

  Unlisted Milwaukee, WI 53201

  
• 

  Home Security of America, Inc.

  PO Box 650993 Dallas, TX 75265

• 

  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:07/19/2022

  Type:Sales and Advertising 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.

  We filed a service order on the ice machine on our fridge with American Home Shield. For about a year we had several service men out saying different things on what was wrong with the ice maker on the fridge. During all this we had to buy a counter top ice machine for ice. Then the last one came out talked to the home warranty company and decided that all of a sudden its a manufacturer defect and they and American Home Shield will have nothing to do with it. They advertise that if they cant fix it, they will replace it. Nope, they all decided all of a sudden it was that manufactured defect and this was about a year of this run around. This was all under my Aunts name on American Home Shield. Her name is *****************************. She is 65+ years old. The age question asks my age.

  

  Business Response

  Date: 07/24/2022

  July 24, 2022
  
  
  *****************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: *****************************;AHS Plan No. *********; BBB Case No. ********; ***************************
  
  Dear **********:
  
  American Home Shield ("AHS")is in receipt of your letter advising of the above referenced complaint.  Your letter has been forwarded to me for review and response.
  
  Please be advised the owner of the above-mentioned warranty plan is *****************************.
  
  I have reviewed AHS records regarding this matter.  On October 26, 2020, AHS made the decision the refrigerator would need to be replaced.  AHS ******************************* contacted the plan holder the same day offering a cash in lieu of $2,235.78 or a Lowes e-card in the amount of $2,235.78. The plan holder may contact the AHS ******************************* directly at ************** to review these options.
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield of *******, Inc.
  
  *****************************
  Claims Resolution Specialist

  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. We will call and accept the cash for a new refrigerator. FYI:We were never officially offered this until now. Our calls were unanswered and forgotten by AHS. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/18/2022

  Type:Product 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.

  5/12/2022 I initiated a Service request due to broken AC after several attempts a tech repaired the A/C on 5/19. 6/3 A/C stopped working. AHS sent the same company out and they stated they need an electrician to check the electrical box before they can run additional dx. AHS could not locate a electrician, after several calls & false promises 6/8 AHS finally authorized me to get my own tech. I was told the tech must call prior to starting ANY work for approval and I must submit the receipt with the service #********* & authorization #***CSP. Tech called got approval he repaired I pd $***. I emailed my request for reimbursement as instructed 6/10, 6/15, 6/28, 6/30. No reimbursement. I have contacted AHS numerous times and was told the check was being processed & I shall receive it in the mail. I called again 7/1 and was told it it was processed, as of 6/28 & wait 14 ******** should receive it in the mail. I haven't received anything. I called again today 7/18 rep changed the date several times then sd 7/1 and told me I have to wait 14 days from that date. (recorded this call) This is customary for AHS they NEVER let you speak to a mgr they keep you on hold or transfer you back in queue to start a long wait again. Each time I call I would submit the email again. I haven't received a status update regarding my many emails I've sent for reimbursement and the website just has the case listed as 'active' Customer ********************** is HORRIBLE I've asked for a ck # or something to show it's been process, unable to provide. Everytime I call they continue to change the date 2 a later date w/o explanation as why that date was picked. On the phone for hrs each time trying to resolve I want my $*** I paid the tech, I want 2nd trip chrg refunded (was told I would not be charged), Reimburse for monthly fee (breach of contract), I pd $100 for 5/19 and $100 for 6/3 and $*** for different tech to fix. I hve also requested to cancel this service. At the **** min give me bck the $***

  

  Business Response

  Date: 07/27/2022

  July 27, 2022
  
  *************************
  BBB of the Mid-South 
  3693 ************* 
  *******, ** 38125 
  
  RE:  ***************************; AHS Plan No.597169398;BBB Case No.  17586205
  
  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. 
  
  We truly appreciate the valuable feedback from *************************** and for allowing us the opportunity to assist with bringing the air conditioning and electric service requests to a resolution. We hate to hear the interactions with us have been less than satisfactory. The records reflect on May 12, 2022,an air conditioning service request was dispatched to ********************* to diagnose any problems, and it was transferred to ************************ on May 13, 2022. The technician reported he replaced the capacitor. On June 03,2022, a recall service request was dispatched to ************************ to further diagnose any problems, and ************ was not charged an additional $100.00 trade service call fee for the recall service request. The technician reported the breaker needed to be replaced, and the service request was transferred to *************.
  
  AHS found that ************* could not service the request, and AHS was unable to locate another AHS-authorized service contractor to run the call immediately. In order to resolve the matter, AHS offered ************ the opportunity to locate the licensed and insured service contractor of her choosing to run the call. The independent service contractor reported the breaker needed to be replaced, and AHS authorized the repairs. On July 22,2022, AHS mailed a $400.00 reimbursement check (number ********) for the electrical service request. ************ should have received the $400.00 reimbursement check. In light of ************** dissatisfaction and to amicably resolve the matter, AHS agrees to refund the trade service call fee in the amount of $100.00 that was rightfully paid by ************ for the air conditioning service request. The $100.00 trade service call fee is being reversed back to the original payment source, and ************ will receive this refund in approximately thirty days.
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield Corporation
  
  *****************************
  Claims Resolution Specialist    

• Initial Complaint

  Date:07/18/2022

  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 have had a home warranty with AHS for several years My 75Gallon gas water heater (which is covered under the warranty) sprung a leak on 7/6. I placed a service call to AHS, and paid the $75 deductable. They sent over a contractor ********************* who diagnosed that the heater would need to be repaired. AHS acknowledged that the heater and installation were fully covered under the home warranty, but I would need to pay any expenses related to bringing my system up to code.I was shocked to get an estimate of the non-covered costs for $2684.50. ********************* is attempting to do a whole bunch of unnecessary "repairs" that are not necessary according to code, and are forcing me to pay for them. The cost of the code violations are only $375 which I am willing to pay. Everything else is extra. AHS said that I have no other option. I have received alternate estimates from three outside contractors that included the cost of a new heater, removal of the existing heater, parts, labor, permits, and any changes needed for code, and the overall cost is even less than just the out of pocket that Brick Street is estimating. AHS offered to settle for just $395 cash. This is ridiculous, since every estimate I got was more than $2500. The cost of just the heater is $1500. I have paid thousands of dollars to AHS in premiums, but when the time has come to pay, AHS and their flunky contractors are only interested in cheating their customers. At the least they should allow me to get another contractor and reimburse me for actuals

  

  Business Response

  Date: 07/30/2022

  July 30, 2022
  
  
  *****************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: ***** ******;AHS Plan No. *********; BBB Case No. 17586613
  
  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 11, 2022, a service request was placed on the water heater and ********************* was dispatched to diagnose any problems. On July 14, 2022, it was reported the water heater needed to be replaced and AHS authorized that repair.  ********************* explained to properly replace the water heater they would need to make modifications and pull a permit.  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 ********************* directly for the non-covered modifications and permit. 
  
  The plan holder indicated they may prefer to use their own licensed and insured contractor to complete the replacement of the water heater.  Section A.5.c of the warranty plan states in some instances, AHS may offer you the option of accepting cash in lieu of repair or replacement services. This offered amount is based on what AHS would expect to pay (which is substantially less than retail cost) for parts and labor for covered items less the incurred cost of the contractors diagnosis.  AHS is not obliged to extend such an offer and you are under no obligation to accept such an offer. If you accept such an offer, you are required to repair the item or provide a new replacement and send the acceptable proof of your actual itemized costs to AHS before any reimbursement amount will be paid.  On July 18, 2022, AHS offered our cost to replace the water heater ($395.14).  AHS is awaiting the plan holders decision on how they would like to proceed with the replacement of the water heater in accordance with the provisions of the warranty plan.   
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield of Virginia, Inc.
  
  *****************************
  Claims Resolution Specialist

  Customer Answer

  Date: 07/30/2022

   
  Complaint: 17586613
  
  I am rejecting this response because the contractor ********************* made a mistake in estimating my out of pocket costs, that they are now aware of their mistake. Their technician failed to notice that the gas manifold and valve were right behind the heater, and so they included costs for installing a new manifold and valve. I provided them pictures of the manifold and valve and also sent it to AHS.

  Brick Street has acknowledged their mistake and asked AHS are attempting to get approval from AHS. However, I have yet to hear anything from AHS or to see the new estimate of out of pocket costs.

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

  

  Business Response

  Date: 08/11/2022

  August 11, 2022
  
  
  *****************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: ***** ******;AHS Plan No. *********; BBB Case No. 17586613
  
  Dear **********:
  
  American Home Shield (AHS) is in receipt of your letter enclosing additional correspondence from plan holder.
  
  AHS has previously received and reviewed plan holder's complaint and stated its position regarding this matter.AHS' position does remain unchanged.  On August 8, 2022, AHS contacted ********************* regarding the non-covered cost.  ********************* informed AHS there are no changes to the items quoted prior.  The plan holders options remain the same.  They may pay ********************* directly for the non-covered modifications and permit (Section I.4.b and Section I.1.g.iv).  Alternatively, they may proceed with the cash in lieu offer (Section A.5.c).  AHS is awaiting the plan holders decision on how they would like to proceed.
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield of Virginia, Inc.
  
  *****************************
  Claims Resolution Specialist

  Customer Answer

  Date: 08/11/2022

   
  Complaint: 17586613
  
  I am rejecting this response because I believe ********************* is either lying or are incompetent, or AHS is misrepreenting what Brick Street has told them.

  I have it from Brick Street in writing that they were going to submit an updated request for AHS approval. They do not return my calls or messages  and so I cannot proceed with them. An option would be for AHS to assign a different contractor for a second opinion. I believe I am entitled to it under the terms of my contract.

  Since Brick Street won't talk to me or return my calls, if AHS cannot resolve this satisfactorily, we will have no option but to proceed with arbitration. It's been a month since my boiler has been leaking into my basement, and AHS as not been able to assign a competent contractor who can fix the issue.

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

  

  Business Response

  Date: 08/20/2022

  August 20, 2022
  
  
  *****************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: ***** ******;AHS Plan No. *********; BBB Case No. 17586613
  
  Dear **********:
  
  American Home Shield (AHS) is in receipt of your letter enclosing additional correspondence from plan holder.
  
  AHS has previously received and reviewed plan holder's complaint and stated its position regarding this matter.AHS' position does remain unchanged.  On August 19, 2022, AHS records indicate the plan holder may prefer to accept the cash in lieu.  If that information is accurate, the plan holder may confirm their proper mailing address on this complaint.  AHS will await the plan holders response.
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield of Virginia, Inc.
  
  *****************************
  Claims Resolution Specialist

• Initial Complaint

  Date:07/18/2022

  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 have the real estate plan called Shield Complete. When I was sold this policy I was told it included unlimited refrigerant and that it covered correction of code violations, modifications, and permits. On their website it clearly shows these are covered under the Shield Complete plan. **** in the sales department confirmed this to be true. However, they are telling me I have to pay $1410 for code modifications because it is not covered under my plan. Here is a link their website showing what is covered under the plan: https://www.ahs.com/real-estate/real-estate-plans/They say they do not cover these items when required to comply with any federal, state, or local laws, regulations, or ordinances, utility regulations, or building or zoning code requirements. However, these modifications and permits are a part of a repair, not a law or regulation or zoning ordinance change. Again, their sales department confirmed this to be the case and said it is covered and shows it on their website.I want them to honor what their website currently shows and what they told me when i purchased this plan and cover the cost of the modifications and permit.

  

  Business Response

  Date: 07/24/2022

  July 24, 2022
  
  
  *****************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: *********************;AHS Plan No. *********; BBB Case No. 17586488
  
  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 14, 2022, a service request was placed on the air conditioner and Greenway was dispatched to diagnose any problems.  On June 21, 2022,Greenway advised AHS the service request was complete.  On June 30, 2022, there was a request to have Greenway return to the property to further diagnose the air conditioner.  On July 12, 2022, it was reported the evaporator coil would need to be replaced and AHS authorized that replacement in accordance with the provisions of the warranty plan.  On July 19, 2022, AHS Executive ******************** began working directly with the plan holder regarding this matter.  AHS will continue to work with the plan holder directly to ensure this matter is resolved in accordance to the provisions of the warranty plan. 
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield Corporation
  
  *****************************
  Claims Resolution Specialist

• Initial Complaint

  Date:07/18/2022

  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.

  Hello,I would like the ** fixed as requested.If damage from the broken pipes is heat-related or any other heat-related damage is caused, then AHS should pay for the repair of the damage caused by the 97-degree heat conditions.I have outlined specifics on the timeline attachment and will answer questions as requested.The timeline, documentation, and proposed resolution are all attached.

  

  Business Response

  Date: 07/30/2022

  July 30, 2022
  
  
  *****************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: ************************* Revocable Trust; 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.  AHS does apologize for the plan holders frustrations regarding this matter.  On July 21, 2022, in an attempt to resolve this matter, a new air conditioner service request was placed.  On July 28, 2022, **************************,LLC, reported the condenser coil needed to be repaired and AHS authorized that repair in accordance with the provisions of the warranty plan.  The plan holder *** contact **************************, LLC, directly at ************.
  
  Section D.8 of the warranty plan states AHS is not responsible or liable for special, secondary, incidental, indirect,consequential, exemplary, or other related damage resulting from the malfunction of any Covered Item, or AHS or a Service Contractors neglect or delay in providing, or failing to provide, repair or replacement of such Covered Item, including, but not limited to, food spoilage, loss of income,utility bills, additional living expenses, or personal and/or real property damage.  Therefore, AHS denies liability to any secondary damage that *** have incurred.
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield of *****, Inc.
  
  *****************************
  Claims Resolution Specialist
  

• Initial Complaint

  Date:07/18/2022

  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 have a **ntract with American Home Shield paid in full for one year. I have not put in a claim this year until my A/C unit stopped working in June 2022. It took two days to make a service request they said my unit must be inside my house all units are outside finally this was straight out. The order put in July around the 4th. I paid the $100 it came out 2 days later. They put me with Champs heating and **oling which took them 4 days to set an appointment. I set up appt they came out and said it was dirt around my unit so *** the manager said its a no go dont worry about it to his assistant and they left. He said call me if its still not working and I told him thats not the problem. We have hosed out our unit, changed filter, new batteries in thermostat, and still no service. Champs never looked at our unit. I informed American H.S and they did a re-call. I have done a total of 3 re call orders every week still no service. Champs/*** will set appt with me and never show up or call this has happened 4 times. I informed American H.S and champs that we have a 82 yr old man who is blind with heart and breathing **ndition. My husband and I are both disabled w/medical issues and its been ***** degrees in the house unit set on 71 and even if its 86 outside its 82 in the house 90 outside its 85 plus in the house. I have spoke with 6 employees at American H.Sand made a report to *************** who said they will call me but never called. I asked for Supervisor to call non called me. I asked to have a new A/C **mpany sent out they said I have to pay another $100. I never got service for the first $100. I asked that my $100 be returned and they said they dont know if it will be returned or how long I have to wait. Today 7/18 Champs *** the manager said they would **me in a hour 1:00 pm its now 8:35 pm no call and no service. I called A. h.s and they put me on hold for 45 min never came back to phone. Its 82 in house. Both ** are unscrupulous

  

  Business Response

  Date: 07/27/2022

  July 27, 2022
  
  *****************
  BBB of the Mid-South 
  3693 ************* 
  *******, ** 38125 
  
  RE:  *****************************; AHS Plan No.597169398;BBB Case No.  17586205
  
  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. 
  
  We truly appreciate the valuable feedback from ***************************** and for allowing us the opportunity to assist with bringing the air conditioning service request to a resolution. We hate to hear the interactions with us have been less than satisfactory. The records reflect on June 28, 2022, the service request was dispatched to Champs Heating and Cooling LLC to diagnose any problems, and a recall service request was dispatched on July 11, 2022. The technician reported that he attempted to service the home, but ****************** missed the scheduled appointment. Therefore, on July 19, 2022, a new service request was dispatched to NPM Heating and Cooling LLC, and ****************** was not charged an additional $100.00 trade service call fee for the new service request. NPM Heating and Cooling LLC reported services were completed on July 19, 2022. In light of Ms. ******** dissatisfaction and to amicably resolve the matter, AHS agrees to refund the trade service call fee in the amount of $100.00 that was rightfully paid by ****************** for the air conditioning service request. The $100.00 trade service call fee is being reversed back to the original payment source, and ************ will receive this refund in approximately thirty days.
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield Corporation
  
  *****************************
  Claims Resolution Specialist        

• Initial Complaint

  Date:07/18/2022

  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.

  recently had work done to fix the air conditioning unit in our house. The company that American Home Shield used charged us an extra $1,650.00 to have out unit fixed. I called and spoke to AHS about the "extra" costs and was told it was not covered. Upon looking at what was done after they had completed the work. It looked like they used most of the original equipment and only did a few little modifications nothing that would cost us an extra $1650.00. I have attached photos of what is covered under our policy as well as images of the repair.

  

  Business Response

  Date: 07/23/2022

  July 23, 2022
  
  
  *********************
  BBB of the Mid-South 
  3693 ************* 
  *******, ** 38125 
  
  RE: ******************************; AHS Plan No. *********; BBB Case No. 17586285
  
  Dear **********: 
  
  American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response. 
  
  Thank you for sharing ****************** feedback and we apologize for any frustrations and inconveniences he may have experienced. Our records indicate that on 6/1/22 a work order was created for an air conditioner and it was dispatched to ******************* and per the technician, we will need to replace the furnace, and there are some out of pocket cost associated with the replacement, that is the responsibility of the homeowner.  On 6/21/22 he agreed to the out of pocket cost and the job was completed on 7/1/22. Per his contract section D item 4b. Costs of construction, carpentry, or other modifications necessary to remove,relocate, or install a Covered Item or part thereof.  No reimbursement are due.
  
  
  Sincerely,
  
  
  
  
  American Home Shield of **************

• Initial Complaint

  Date:07/18/2022

  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 May 18, 2022, our home HVAC system went down and we notified AHS immediately along with paying the $100 service fee. On June 1, a contractor came out to our home and replaced a sensor/valve in our HVAC system.On June 19th, 2022, our HVAC stopped working again. We contacted AHS and again paid the $100 service fee. The same contractor came out and informed us that the sensor/valve had failed after 18 days. Victory Heating and Cooling told us the part would be immediately ordered.After waiting in a hot house for a response, AHS finally emailed me with the options to either wait for the part or they would give us $250 to go to an outside contractor to have the part replaced ourselves with ridiculous stipulations for reimbursement. I then was told it would be October, 2022 or later before we would be getting the part. Victory let me know that their parts supplier and even Trane did not have the part available. When I called to speak with customer **********************, I was twice forced to talk to a phone center who I could not understand. One of these operators offerd us a paltry $100 to buy a portable AC.I decided to go the route of getting an estimate for a new system. The tech that came out looked at the system we had and let us know our Trane system was discontinued 5 years ago. So this part would not been available in October or ever. I find it difficult to believe AHS did not know this.Per the contract with AHS, if a system cannot be repaired it will be replaced. After doing research, AHS has a long history of committing fraud when it comes to HVAC systems.

  

  Business Response

  Date: 07/27/2022

  July 27, 2022
  
  *************************
  BBB of the Mid-South 
  3693 ************* 
  *******, ** 38125 
  
  RE:  ***************************; AHS Plan No.605897748;BBB Case No.  17586202
  
  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. 
  
  We truly appreciate the valuable feedback from *************************** and for allowing us the opportunity to assist with bringing the air conditioning service request to a resolution. We hate to hear the interactions with us have been less than satisfactory. The records reflect on June 19, 2022, the service request was dispatched to Victory Heating and Cooling to diagnose any problems.  The technician reported the *** needed to be replaced. He also reported the *** was still under the manufacturers warranty. Section A-6 of ******************** AHS plan provides that AHS will not repair or replace malfunctions covered by a manufacturer, distributor,builder, or an extended warranty. Although AHS authorized the labor cost to install the ***, AHS is not responsible or liable for the replacement part because it is still under the manufacturers warranty.
  
  In light of Mr. ******* dissatisfaction and to amicably resolve the matter, on July 19, 2022, AHS refunded the $100.00 trade service call fee that was rightfully paid by ****************. Section A-5.c of ******************** AHS plan provides that in some instances, AHS may offer you the option of accepting cash in lieu of repair or replacement services. This offered amount is based on what AHS would expect to pay (which is substantially less than retail cost) for parts and labor for covered items less the incurred cost of the contractors diagnosis. AHS is not obliged to extend such an offer and you are under no obligation to accept such an offer. If you accept such an offer, you are required to repair the item or provide a new replacement and send the acceptable proof of your actual itemized costs to AHS before any reimbursement amount will be paid. On July 05, 2022, AHS offered the $250.00 cash in lieu of the repairs (AHSs cost for labor) to install the ***. AHS denies any further liability with respect to this matter.
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield Corporation
  
  *****************************
  Claims Resolution Specialist             

• Initial Complaint

  Date:07/18/2022

  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.

  This situation occurred last year and is still on going. We had a company recently come and fix our air conditioning which now works. the problem which has been on going is that our ducts are perspiring causing water to leak from our ceilings and causing structural damage as well as mold. There were two holes made in the ceiling where the leaking was the worst when we thought it was a plumbing issue. we went through American Home Shield on both occasions and it wasn't until the second plumber came out that we figured out it was the ducts. American home shield loves to use what is covered under the contract as an excuse. I called and explained to them what the issue was and they sent a company to look at the unit and not the ducts. We have a new born and the smell of mold is strong enough that it is effecting my wife and I. I fear for my family and my child and would like BBB to assist me in having American home shield fix the issue of the duct and make the necessary repairs due to their negligent actions. I have attached images of the ceiling damage, the hole where you can see the duct, along with what's "covered."

  

  Business Response

  Date: 07/23/2022

  July 23, 2022
  
  ***************************
  BBB of the Mid-South
  3693 *************
  *******,** 38125
  
  RE:*****************************; AHS Plan No. *********; BBB Case No. 17586161
  
  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 September 3, 2021 for the duct work and Dandi LLC was dispatched to diagnose any problems.  It was reported by Dandi LLC that the duct was leaking and needed insulation.  Section F.3 of the agreement plan states covered items for ductwork include leaks or breaks in ductwork, however, applying insulation is not a covered repair.  Based on the information received and the terms of the plan, AHS was unable to authorize for the ductwork repair.  It appears that *************** paid an out of pocket expense to Dandi LLC for the repair to be completed outside of the warranty plan. 
  
  Although not obligated to, in an attempt to resolve this matter, AHS has placed a new service request for the ductwork and *********** Services has been dispatched to diagnose any problems.  AHS will make a coverage decision based on the diagnosis received and according to the terms of the plan. 
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield of **************
  
  *************************
  Claims Resolution Specialist 
  

• Initial Complaint

  Date:07/18/2022

  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 placed a service request for my HV** that was not working with American Home Shield (AHS) on Wednesday 6/22/22. They assigned me a contractor Quality HV** HOU and the company then scheduled an appointment to come and diagnose the issue on Friday, 6/24/22. The HV** technician came to our property and diagnosed the problem as a faulty motherboard that would need to be ordered and that he stated that he'd have the part within a week and it would be fixed. He left and said he would submit the diagnosis to AHS and get the process started. I began following up with AHS on Monday, 6/27/22 to get information, and was told that AHS had not received any info from Quality HV** . I called back on Wednesday and they still had not received the diagnosis. AHS stated that they called the company and could not get a response. I called Quality HV** and AHS daily to try to get an update. Finally, Quality HV** scheduled a return appointment on 7/9/22 and the technician never showed up. I tried calling Quality HV** as well as AHS but Quality HV** was closed and AHS couldn't reach them either. I asked that AHS escalate the issue to contractor relations and they agreed. I called back on Monday and AHS still could not get a response from Quality HV**. I called daily and send texts and emails as Quality HV** does not answer their phone. I finally got an email on Thursday from Quality HV** that they would have scheduling contact me but this had never happened. I called AHS again and asked about the escalation and they said it was still being processed. I called again on 7/11/22 to AHS and Quality HV** to ask about the escalation to contractor relations and was told againI had to wait 48 business hours for them to respond. I called back again on Wednesday 7/13/22 and still no resolution. Today 7/18 AHS told me they would escalate to the control department and I have not received any update. The ** is still broken 4 weeks out with temps over 100 daily and 4 young kids.

  

  Business Response

  Date: 07/22/2022

  July 22, 2022
  
  *****************
  BBB of the Mid-South
  3693 *************
  *******,** 38125
  
  RE:*****************; AHS Plan No. 596109268;BBB Case No. 17585855
  
  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 June 22, 2022 for the air conditioning system and Quality HVAC LLC was dispatched to diagnose any problems.  The appointment was scheduled for June 24, 2022 and the technician from Quality HVAC LLC issued a dispatch notice to AHS that the *** board for the Trane air handler unit would need to be replaced and the vendor would supply the part.  Unfortunately, there appears to be a delay in obtaining the necessary part for the repair. Currently, there is a dispatch notice from Quality HVAC LLC that states the installation appointment is scheduled for July 23, 2022. 
  
  AHS does apologize for any frustration or inconvenience experienced by ********** regarding this matter.  AHS is not responsible or liable for any delay in service or failure to provide service caused by conditions beyond AHS control (Section D.9). Although not obligated to, in an attempt to resolve this matter, AHS will refund the trade service fee of $75.00 back to the payment source in approximately ***** business days as a courtesy for the delays. 
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield Corporation
  
  *************************
  Claims Resolution Specialist 
  

  Customer Answer

  Date: 07/24/2022

   
  Complaint: 17585855
  
  I am rejecting this response because: Quality HVAC on 23 July 22 did not respond to my text or calls and never showed up to the scheduled appointment time to repair our HVAC system. I received an email from AHS on 23 July asking if they had arrived and completed the work and when I clicked no the response was that I would be contacted during normal business hours Monday-Friday.  This has now been ongoing now for over 4 weeks and AHS is fully responsible as they assigned this contractor to begin this process. There has been no communication from Quality HVAC as calls and texts from us always goes unanswered and this has been a huge concern for us from the start. AHS has also not been able to communicate with Quality HVAC but continue to refuse to assign a new contractor to repair our HVAC. As the temperatures in ***** continue to exceed 100, we need a resolution ASAP from AHS as we have 4 young children in the home.
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 07/29/2022

  July 29, 2022
  
  *****************
  BBB of the Mid-South
  3693 *************
  *******,** 38125
  
  RE:*****************; AHS Plan No. 596109268;BBB Case No. 17585855
  
  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.
  
  My previous correspondence dated July 22, 2022, correctly and accurately states the information in our possession. Quality HVAC LLC has reported they are continuing to wait for the part and they expect it to arrive on Tuesday, August 2, 2022.  Quality HVAC LLC has set an appointment for the installation of the *** control board for the Trane brand air handler unit for August 2, 2022 in anticipation the part will be available.
  
  Although not obligated to, in an attempt to resolve this matter, AHS will reimburse ********* up to $200.00 toward the purchase of any alternative cooling devices such as fans or a window unit.  ********** may upload the receipt(s) of purchase and the check for up to $250.00 will be processed directly.   
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield of *****, ****
  
  *************************
  Claims Resolution Specialist