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

  
• 

  American Home Shield Corporation

  1051 N Kirk Rd Batavia, IL 60510

• 

  Home Security of America, Inc.

  PO Box 650993 Dallas, TX 75265

• 

  Home Security of America

  Unlisted Milwaukee, WI 53201

  
• 

  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:07/18/2022

  Type:Service or Repair 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.

  Bought a policy from American Home Shield on June 28, 2022 at the time we purchased a home in ***** **. On July 10, 2022 one of the unites was not cooling properly. Called AHS for service. They took the $85.00 service fee that day and processed the money out of my account. Been calling everyday just to be put on hold or to be put in a que to be called back hours later. Sometimes they call back and no one is on the other end. So, I have to start the process all over. The two out of 10 times I did speak to someone, all they tell me is "there are no vendors in your area, or all vendors are on hold." So, if there are no vendors in my area, why did they take the $775.00 fee for a 1-year contract and why are they not giving me an approval code so I can call someone in the area to fix our air conditioner. This company is a scam artist and a fraud no matter how you slice it. They have provided nothing for my money, and they are not meeting their service contract agreements.

  

  Business Response

  Date: 08/09/2022

  July 22, 2022
  
  *************************
  BBB of the Mid-South
  3693 *************
  *******,** 38125
  
  RE:*** (*****) *******; AHS Plan No. *********; BBB Case No. 17585911
  
  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 10, 2022 for the air conditioning system and unfortunately, AHS was unable to locate a vendor for service. AHS is a service company and it is our goal to provide timely service solutions to our customers. We strive to provide the highest level of service to all of our customers and we are sorry that we fell short of that goal in your situation.  The trade service fee of $85.00 will be refunded back to the payment source in approximately ***** business days as a courtesy.  On July 21,2022, AHS assigned ****************************** *** to diagnose any problems with the air conditioning system and the appointment has been scheduled for July 23, 2022. 
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield of *****, ****
  
  *************************
  Claims Resolution Specialist 

  Customer Answer

  Date: 08/10/2022

   
  Complaint: 17585911
  
  I am rejecting this response because:

  AHS for over two weeks kept giving me the run around about a vendor not in our area every time I call to check on the status of the service request. What upsets me the most is that they took my 1-year contract fee of $775.00 and the $85.00 service fee, (on July 10th) knowing that they had no one in our area to fix the issue.  So, on July 19th I canceled the contract before, the *********************************************************************************************************** to set up a date and time for them to come out to fix the air-conditioner.   The day I cancelled the contract, less than one hour later, I had someone out to fix the issue.  Now that they know we had an air conditioner issue, they were very happy to refund all of the $775.00 1-year contract fee and the $85.00 service call fee because they felt like this was going to cost them more than what we paid. 

  Needless to say, this company will take your money and run and do nothing to fix the issue in the agreed time frame that is in their own contract.  If they could not find a vendor in a reasonable amount of time, 48 hours, they were to give us an approval code, which they did not do, and we were to find someone, which we did in less than an hour and had it fixed.  To be without air-condition in ***** during 110 degrees heat index for almost 2 weeks is not reasonable in my book. 

  So, we have gotten all of our money that we paid in and will never do business with this company again. There is even a ******** page about how bad this company is and what all they have done to their clients.  They need to be shut down. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/25/2022

  August 25, 2022
  
  *************************
  BBB of the Mid-South
  3693 *************
  *******,** 38125
  
  RE:*** (*****) *******; AHS Plan No. *********; BBB Case No. 17585911
  
  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.
  
  It appears that this matter has been resolved and AHS will be closing its file. 
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield of *****, ****
  
  *************************
  Claims Resolution Specialist 
  

  Customer Answer

  Date: 08/25/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  Please note that  the company American Home Shield has refunded all monies due to me but never upheld their part of their own contract.  ************ needs to be shut down and given a failed rating with the Better Business Bureau.  They never had the intent to get our air condition fixed but tried to string us along until the first 30 days of our contract with them was up so that they would not have to give us a full refund of the policy.  
  
  Sincerely,
  
  *********************

• 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 June 29, 2022 American Home Shield dispatched a service technician to my home to repair my HVAC system. The service tech informed me they was not able to repair the system and they will inform American Home Shield of there findings. I received a call from AHS stating NOVA-HVAC will be repairing the system at a cost to me of $2000, they would be adding refrigerant to the system. My system is original to the home, the home was built 09/1999 and I purchase the home 10/2005. The *** band the use of refrigerant January 1, 2020. The system could not be fixed and needed to be replaced and that why I signed up with a home warranty to have a safeguard when it comes to replacing high ticket items. I have been a faithful customer of ********************** for over 10 years and I upset they are treating me so poorly. I have tried to call and speak with a manager/supervisor however they phone lines are detoured to overseas. As an American of ******* I have the right to speak with someone in *******. I had the system replace at a cost of $8800 by **************************** ************. The system was filled with rust and mold. I am asking for a full refund minus my service fee. These companies are taking advantage of consumers.

  

  Business Response

  Date: 07/30/2022

  July 30, 2022
  
  
  *****************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: ********* &*************************; AHS Plan No. *********; BBB Case No. 17585589
  
  Dear **********:
  
  American Home Shield ("AHS")is in receipt of your letter advising of the above referenced complaint.  Your letter has been forwarded to me for review and response.
  
  I have reviewed AHS records regarding this matter.  On May 31, 2022, a service request was placed on the air conditioner and Nova-HVAC, LLC, was dispatched to diagnose any problems.  On July 5, 2022,it was reported the evaporator coil needed to be replaced and AHS authorized that repair in accordance with the provisions of the warranty plan.  Nova-HVAC, LLC, explained to properly replace the evaporator coil they would need to add refrigerant and make modifications.  Section I.4.b of the warranty plan states AHS is not responsible or liable for cost of construction, carpentry, or other modifications necessary to remove, relocate, or install a covered item or part thereof.  Section E.1 of the warranty plan states AHS will pay up to $10 per pound per occurrence for refrigerant.Customer is responsible for payment of any costs in excess of $10 per pound.  Therefore, based on the information received and the terms of the warranty plan, the plan holder was responsible to pay Nova-HVAC, LLC, directly for the non-covered modifications and excess refrigerant cost over the contract limit.  The plan holder is correct that R-22 refrigerant is no longer made.  However, contractors are using what they have in their procession to complete these repairs, which is absolutely allowed at this time.
  
  Without prior approval or authorizations,the plan holder elected to replace all of their HVAC equipment.  Section C.1.c of the warranty plan states AHS will not reimburse the customer or others for *********************** performed without AHSprior approval.  Therefore, based on the information received and the terms of the warranty plan, AHS denies reimbursement of the replacement of all HVAC equipment.
  
  Section A.5.c of the warranty plan states in some instances, AHS may offer you the option of accepting cash in lieu of repair or replacement services. This offered amount is based on what AHS would expect to pay (which is substantially less than retail cost) for parts and labor for covered items less the incurred cost of the contractors diagnosis.  AHS is not obliged to extend such an offer and you are under no obligation to accept such an offer. If you accept such an offer, you are required to repair the item or provide a new replacement and send the acceptable proof of your actual itemized costs to AHS before any reimbursement amount will be paid. AHS would offer our cost to replace the evaporator coil ($280) in accordance with the provisions of the warranty plan referenced above.  The plan holder may confirm their proper mailing address on this complaint, and the check will be processed.
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield Corporation
  
  *****************************
  Claims Resolution Specialist

  Customer Answer

  Date: 08/03/2022

   
  Complaint: 17585589
  
  I am rejecting this response because: My system needed to be replaced. EPA outlawed the use of the refrigerant and any company that use it will be fined. I will also be writing a letter to the **** I have been a valued customer and I am asking for a full refund for the replacement of the system  minus my co-pay. American Home shield has been patching the system for years instead of replacing it and I have allowed it. Now, I could not put my family at risk. Never have any of the technician that has come to my home under AHS leave a diagnostic report, this let me know they are not been honest behind the screen. I was told the system had to be replaced and they could not repair it. 
  
  Sincerely,
  
  ******************************************

  

  Business Response

  Date: 08/05/2022

  August 5, 2022
  
  
  *****************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: ********* &*************************; AHS Plan No. *********; BBB Case No. 17585589
  
  Dear **********:
  
  American Home Shield (AHS) is in receipt of your letter enclosing additional correspondence from plan holder.
  
  AHS has previously received and reviewed plan holder's complaint and stated its position regarding this matter.AHS' position does remain unchanged.  AHS relies on the diagnosis from our licensed technicians to determine the course of action for repair or replacement of a covered item.  On July 5, 2022, Nova-HVAC, LLC, reported the evaporator coil needed to be replaced and AHS authorized that repair in accordance with the provisions of the warranty plan.  The plan holder is accurate **22 is no longer manufactured.  However, contractors are able to use the **22 they have in stock until that stock is depleted.   
  
  Without prior approval or authorizations, the plan holder elected to replace all of their HVAC equipment.  Section C.1.c of the warranty plan states AHS will not reimburse the customer or others for *********************** performed without AHS prior approval.  AHS denies reimbursement of the unauthorized replacement of all HVAC equipment.
  
  Section A.5.c of the warranty plan states in some instances, AHS may offer you the option of accepting cash in lieu of repair or replacement services. This offered amount is based on what AHS would expect to pay (which is substantially less than retail cost) for parts and labor for covered items less the incurred cost of the contractors diagnosis.  AHS is not obliged to extend such an offer and you are under no obligation to accept such an offer. If you accept such an offer, you are required to repair the item or provide a new replacement and send the acceptable proof of your actual itemized costs to AHS before any reimbursement amount will be paid. AHS would offer our cost to replace the evaporator coil ($280) in accordance with the provisions of the warranty plan referenced above.  The plan holder may confirm their proper mailing address on this complaint, and the check will be processed.
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield Corporation
  
  *****************************
  Claims Resolution Specialist

  Customer Answer

  Date: 08/05/2022

   
  Complaint: 17585589
  
  I am rejecting this response because: Every commercial states if we can not fix it we will replace it. My system needed to be replaced. The system was beyond repair, the system was original to the home over 20 plus years old. When the technician came they was not able to fix the system. However they did not leave any paper work, but than I receive a call for AHS stating the system could be repair. *** stop the use of R-22 and they was not extended the use into 2022. I am asking for a refund of my system minus the copay and any other fee's. This system is to large to have someone playing around with my family life. I am following the *** guidelines. This is why AHS rating is extremely low because you all are not standing up to the home warranty. I will not stop with BBB. I have paid for this warranty for over 12 plus years. 
  
  Sincerely,
  
  ******************************************

  

  Business Response

  Date: 08/13/2022

  August 13, 2022
  
  
  ***************************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: ********* &*************************; AHS Plan No. *********; BBB Case No. 17585589
  
  Dear ***************************:
  
  American Home Shield (AHS) is in receipt of your letter enclosing additional correspondence from plan holder.
  
  AHS has previously received and reviewed plan holder's complaint and stated its position regarding this matter.AHS' position does remain unchanged.  AHS relies on the diagnosis from our licensed technicians to determine the course of action for repair or replacement of a covered item.  Without prior approval or authorizations, the plan holder elected to replace all of their HVAC equipment.  Section C.1.c of the warranty plan states AHS will not reimburse the customer or others for *********************** performed without AHSprior approval.  AHS will not comply with the plan holders demand for a full reimbursement of their retail cost for the full system replacement.  AHS offered our cost ($280) in accordance with the provisions of the warranty plan as previously communicated.  The plan holder may confirm their proper mailing address on this complaint, and the check will be processed.
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield Corporation
  
  *****************************
  Claims Resolution Specialist

  Customer Answer

  Date: 08/18/2022

   
  Complaint: 17585589
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******************************************

• Initial Complaint

  Date:07/18/2022

  Type:Order 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.

  Full details are included in the uploaded file: AHS Refrigerator.PDF Contract Number: Combo Plan #********* Service #********* On May 11, 2022 I submitted a claim, Service #*********, the claim was incorrectly denied by AHS and based on the terms of the contract. The contractor inspected the refrigerator on May 17th and the claim was rejected by AHS on May 18th. The subsequent appeal was also rejected. The claim was rejected based on the following section of the contract F. APPLIANCE PLAN NOTE: AHS will pay up to three thousand dollars ($3,000) per Covered Item malfunction for access, diagnosis, and repair/replacement of any covered Appliance. 1. REFRIGERATORS COVERED: All components and parts, except: NOT COVERED: FREE STANDING FREEZER MULTI-MEDIA CENTERS WINE CHILLERS. The unit was identified by the AHS representative as a free standing freezer, multi media center or wine chiller and that identification is the basis for rejecting the claim. The identification of the unit as a free standing freezer, multi media center or wine chiller is INCORRECT. The unit is a **Line Combo Ice Maker/Refrigerator Model CO1175 Combo and the unit is clearly not a "Wine Chiller", "Wine Cooler", "Wine Refrigerator" nor any other unit for storage and chilling of wine - spec sheet uploaded. Based upon the specification sheet, the **Line Combo Ice Maker/Refrigerator Model CO1175 Combo has no ****************** Based upon the specification sheet, the **Line Combo Ice Maker/Refrigerator Model CO1175 Combo is not a free standing freezer as it has refrigeration capacity. The **Line Combo Ice Maker/Refrigerator Model CO1175 Combo unit is a refrigerator with an ice maker, lower temperature range, intended to store food and beverages and is not a wine chiller.

  

  Business Response

  Date: 07/30/2022

  July 30, 2022
  
  
  *****************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: *******************; AHS Plan No. *********; BBB Case No. 17585592
  
  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 30, 2022, in an attempt to resolve this matter amicably, AHS dispatched *************** & Heating,Inc., to diagnose the unit.  *************** & ************** will contact the plan holder to secure an appointment.  The plan holder may contact *************** & ************** directly at ************ to secure an appointment if it has not been set.  AHS will make a coverage decision based on the diagnosis received and the terms of the plan.
  
  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 opened a claim to fix a cooktop stove air vent, the technician came took pictures and left, never did a diagnosis and told he will submit the pictures to AHS to order the parts. The claim was opened on July 5, I called one week after to see the status, initially the recording said that the parts were in order, I asked to see when will they come, the place me in hold for one hr and never came back, few days after I called back for status again and the same thing happened, they told me the parts were in order, they told me they have received the pictures from the technician, again they place me in hold and never got back to me, Today, I called back to get a status and they changed their story, they told me that the technician did the diagnosis and he found no mechanical issue with the air vent, I asked to talk to a supervisor, the supervisor told me the diagnosis was there was no mechanical issue, it does not make any sense, because the issue I called for is still not fixed, the technician never did a troubleshooting of the problem, i asked him few questions and all he did was take few pictures and told me he will send it for approval to order the parts. The story and the diagnosis changed in a matter of 2,5 weeks. This is not the first time it happens, AHS sent technicians that are unwilling to fix an issue, I have placed four plus claims and out of those only one have being fixed, AHS is a fraud, they changed the diagnosis whenever they want, they lye to the customer, and to top of it their supervisor is completely unwilling to help. This is the most fraudulent company I have being dealing with, I have waited and gave them chance to fix the issue, bottom line they robbed my money for no service.

  

  Business Response

  Date: 07/30/2022

  July 30, 2022
  
  
  *****************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: *************************;AHS Plan No. *********; BBB Case No. 17585238
  
  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 cooktop and ********************, LLC, was dispatched to diagnose any problems.  On July 9, 2022,it was reported there was no mechanical failure with the cooktop.  Therefore, AHS was unable to authorize any repairs.
  
  On July 30, 2022, in an attempt to resolve this matter amicably, a new service request was placed on the range hood exhaust fan, the trade service call fee was waived, and **********************, LLC, was dispatched to diagnose any problems.  **********************, LLC, will contact the plan holder to secure an appointment. The plan holder may contact **********************, LLC, directly at ************ to secure an appointment if it has not already been set.  AHS will make a coverage decision based on the diagnosis received and the terms of the plan.
  
  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:

  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.

  7/4/22 my refrigerator was not freezing. 1st vendor came and concluded that the sealed system needs to be repaired and he doesnt know how. 2nd vendor came and said repairable but costly but on his report he said they dont know how to service ******* refrigerator. 3rd vendor assigned but said they can only diagnose and do installation. 4th vendor assigned but cancelled on us 1 hour before the end of the window of the appointment. 4th vendor rescheduled the appointment 2.5 weeks later in August 2. Called AHS and ask them how long do I have to repeat this cycle before they can just accept the fact that the refrigerator is beyond repaired as multiple vendors already looked at it and passed the ball. I shouldnt have to wait 2.5 weeks for an appointment just for them to pass the ball to another vendor.

  

  Business Response

  Date: 07/24/2022

  July 24, 2022
  
  
  *****************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: *****************************;AHS Plan No. *********; BBB Case No. 17585485
  
  Dear **********:
  
  American Home Shield ("AHS")is in receipt of your letter advising of the above referenced complaint.  Your letter has been forwarded to me for review and response.
  
  I have reviewed AHS records regarding this matter.  AHS does apologize for the plan holders frustrations regarding this matter.  On July 24, 2022, the decision was made that the refrigerator would need to be replaced. Section A.4 of the warranty plan states for covered malfunctions, unless otherwise specified in this contract, AHS will repair or replace the covered item. AHS has the sole right to determine, according to the terms of this contract, whether a covered item will be repaired or replaced. When making repairs, AHS reserves the right to rebuild existing parts or components and/or to install rebuilt parts or components. When making replacements, AHS is responsible for installing replacement equipment and parts of similar features,capacity, and efficiency, but not for matching dimensions, brand or color. AHS is not responsible for matching any feature of an existing item that does not contribute to the primary function of that item.  AHS ******************************* will contact the plan holder to review the replacement options in accordance with the provisions of the warranty plan referenced above.  The plan holder may contact the AHS ******************************* directly at **************.
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield of **********, Inc.
  
  *****************************
  Claims Resolution 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.
  
  Sincerely,
  
  *****************************

• 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.

  Out air conditioner went out on a Friday night. Saturday morning we called AHS to get a technician out since we are having over 100 degree weather in *****. They said they would try and expedite the work order. Sunday after church we called AHS again. We were given the techs name of who would service our home. We called him and he said he had a problem with getting emails from AHS and would not be out on Sunday. We explained the 100 degrees in ***** as he knew but said we lived very far from him. Monday we called AHS again with weather of over 100 degrees. They said the order was never put as priority. So, I called them again to get an answer as to why we were not a priority since with the heat index it is between 105- 110 degrees. I was told it has to be 105 before they consider it a priority. I explained it is ******* with heat index. They said they could not get to us until later in the week, Thursday. We did not want to be found dead inside our home from heat exhaustion or heat stroke, so my husband took it upon himself to call a company on his own to get someone out to fix our air conditioner. They came later that same day. The next day, I called to cancel the service call with AHS and let them know we got our air conditioner fix and if they would reimburse us. and they said no because they did not authorize us to use someone else to fix our air conditioner. I told them, they never offered to send anyone else or they failed to tell us that we could get someone on our own. They expected us to wait 6 days of over 100 degree weather and possibly die of heat stroke and never offered a solution with the calls we made to them. They also charged us the $75 dollars service fee without anyone coming out to service us. My husband has the receipt of paid service to another company for $325 to do the job that AHS could not get anyone out to do.

  

  Business Response

  Date: 07/27/2022

  Date: July 27, 2022
  
  
  ***************************
  BBB of the Mid-South 
  3693 ************* 
  *******, ** 38125 
  
  
  
  RE: *****************************; AHS Plan No.5971907818; BBB Case No. 17558515
  
  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 the opportunity to assist ********************* with her air conditioner complaint. We hate to hear that her experience was less than satisfactory.
  
  I have reviewed AHS records and found that the air conditioner service request was placed on 07/09/2022 and assigned to **************** for service and the vendor scheduled an appointment for 07/13/2022. Records show that the service request was placed on the weekend the vendor did not receive the service request until the following business day and then has 48 business hours to schedule the appointment. On 07/11/2022 ******************** called in for sooner service as the vendor could not service until that Wednesday 07/13/2022.The representative transferred the service request from the original vendor, expedited the request, and placed it in the dispatch queue for the dispatch department to locate sooner service. On 07/12/2022 the service request to locate sooner service was canceled as the member has already used her own vendor for service and wanted to be reimbursed.
  
  Per section B1 of Mrs. ********* contract, it advises that AHS will not reimburse you or others for services performed without AHS prior approval. ********************* was not authorized to use her own vendor and will not be reimbursed for services performed without approval.  
  
  
   I have reviewed AHSrecords and found that the service request was canceled, and the $75 service fee was reversed back to the original payment method on 07/21/2022.
  
  Sincerely,
  American Home Shield of *****, Inc. 

• 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.

  Per contract AHS is supposed to replace appliances if they are unable to repair them. There is an open claim from March 2022 for a non functional air conditioner and they are "processing the escalation", but no one has contacted me after several promises to reply within ***** hours

  

  Business Response

  Date: 07/30/2022

  July 30, 2022
  
  
  *****************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: *************************; AHS Plan No. *********; BBB Case No. 17585421
  
  Dear **********:
  
  American Home Shield ("AHS")is in receipt of your letter advising of the above referenced complaint.  Your letter has been forwarded to me for review and response.
  
  I have reviewed AHS records regarding this matter.  AHS does apologize for the plan holders frustrations regarding this matter.  Unfortunately, it appears there was a delay obtaining the required part to complete the repair.  AHS is working with *****************************************, ********************************, and the plan holder to ensure this matter is resolved. 
  
  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.

  Our ac unit is down. We called in a workorder. The first company came and never turned in any paper work. AHS sent a 2nd company they came turned in work a wk later. We were told to pay out of pocket fee to company. We(us and AHS) have tried for several wks to get in touch with (judds). TO make arrangements to find our important info. They don't respond. Wks later still no air.AHS offered a cash out and we can find our own contractor. We pay them every month to do that if something breaks. I requested a 3rd company to come out. AHS has to make another attempt to Judds before that can happen. By the time this gets any where we will be 2 months with no air. I dont feel they are working to resolve this issue and the companies that they subcontract is unprofessional. They are offering no suitable resolution. I realize no discount or monetary help will be given but this is poor customer ***********************. I feel we are being taken advantage of because it's a big company

  

  Business Response

  Date: 07/24/2022

  July 24, 2022
  
  
  *****************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: *************************;AHS Plan No. *********; BBB Case No. 17585226
  
  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 does apologize for the plan holders frustrations regarding this matter.  On June 30, 2022, Judds A/C Refrigeration reported the compressor needs to be replaced and AHS authorized that replacement.  Judds A/C Refrigeration 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 was responsible to pay Judds A/C Refrigeration directly for the excess cost of refrigerant over the contract limit.  Section D.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.  On July 20, 2022, Judds A/C Refrigeration advised AHS the service request was complete.    
  
  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:

  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.

  7/3/22 AHS made me pay $100 for submitting a work order that they could not take care of in their own contractor network. They followed up with a response saying I could find my own contractor and I would just have to send an invoice to their contact email address so that I could be reimbursed for the work done as long as it is not excessive to market value. With a 1-year-old child in a home with no air conditioner while it's 100 outside I had to call an emergency contractor to take care of the situation immediately. They prompted to tell me that they cannot approve the work being done because it's beyond expensive. The total **** was $372.25. The contractor had reached out through dispatch to contact AHS but they claim to their records nobody was contacted and they never would have approved the work. They are refusing now to compensate me for the $100 they charged me to make a work order through AHS and the $372.25 that it costed me out of pocket to get a contractor to do emergency work so that my daughter would not die of heat exposure. Then I spoke to a customer ********************** representative on the phone who insisted that my child should pass on before any repairs are done to my home to make sure my infant's health is well at home. I am claiming distress on top of the financial damage that they have caused by not honoring their word on reimbursement.

  

  Business Response

  Date: 07/27/2022

  July 27,2022
  
  ***************************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  RE: *************************; AHS Plan No. *********; BBB Complaint Case No. 17585197
  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 service request for his air conditioning; we appreciate the opportunity to address the matter. 
  AHS does apologize for the frustration experienced by ************** regarding the repair issue, and regret to hear that interactions were less than satisfactory.  Our records show that reimbursement for the repair was approved on 07/15/2022 and submitted for processing.  Check ******** for $372.25 was mailed on 07/26/2022 to the covered property address. Delivery is via the U.S. Postal Service, and the payment will arrive in ***** business days.  If we can provide additional assistance or address any other concerns, please advise.
  Thank you for your consideration.
  Sincerely,             
  American Home Shield Corporation.

  Customer Answer

  Date: 07/27/2022

   
  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:07/18/2022

  Type:Service or Repair 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.

  In October of 2021 my fridge died resulting in putting in a service order to AHS to get a contractor to assess the fridge to see if it could be repaired and if not then reimbursement to buy a new fridge per our warranty contract. The contractor came out twice, once for an initial assessment and second time to attempt to repair the fridge. This did not work and the fridge was deemed a loss. The contractor delayed reporting to AHS his findings. The last visit was before the middle of February. Due to family loss we delayed on contacting AHS. In May 2022, I circled back to get a status on our claim for reimbursement for the fridge. I was told they had to contact the contractor. I didn't hear from them for a couple weeks, I circled back again and was told the same thing but additionally that the contractor said the fridge was repairable, contradicting what he told us at the last visit in February. They told us to wait for the report from the contractor. For a 3rd time I reached out and was told they were waiting to hear from the contractor. Today the 4th time the same thing except I was told the contractor completed and closed the service on 6/15 when they never came to my home since February. I paid $75 for the initial service visit and paid $1200 out of my own pocket for a replacement fridge (which should have been covered under our warranty) It has been almost 8 months and I keep getting led in circles with AHS and this contractor. I want to be reimbursed for the fridge per my warranty contract and stop getting led in circles waiting for a contractor. (I am waiting for the place I bought the fridge to resend a copy of the receipt but was told by AHS that we would be allotted an amount for a fridge replacement)

  

  Business Response

  Date: 07/25/2022

  July 25,2022
  
  *************************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  RE ***************************; AHS Plan No. ********* BBB Complaint Case No. 175785091
  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 service request for her refrigerator; we appreciate being able to address the concern.
  AHS regrets that interactions with us have been less than satisfactory and apologize for the plan holder's frustrations regarding this matter.  We have reached out to the service contractor, East Electronics to discuss the authorized replacement of the refrigerator compressor.  If the refrigerator was not repairable, AHS will provide **************** a cash in lieu for the covered repair costs for the unit. AHS understands the urgency and will make all efforts to resolve the matter quickly.  The $75 trade service call fee is being reversed back to the original payment method, with completion in ***** business days.  Ms. ******* **** can confirm receipt and advise when the funds will be applied. If there are additional concerns, ************* can assist by calling ************.
  Thank you for your consideration.
  Sincerely,             
  American Home Shield of ********* ****

  Customer Answer

  Date: 07/25/2022

   
  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,
  
  ***************************