Business Profile

Home Warranty Plans

American Home Shield

Headquarters

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

18,384 total complaints in the last 3 years.
4,986 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:
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 warranty with American Home Shields to fix my appliances, home units (for ex: heating/air,etc). I reached out to them over a month ago about my air conditioner not working. They sent a company out that said I needed one part, than when they came back to replace it they said I needed a secound part (heat pump). As of today, they have not returned to fit my air conditioner and everytime I call American Home Shields they keep giving me the running around and stated that the company would reach out to me the next day. I asked them to change the company and they refused, plus they are still debiting my account for the monthly fee plus the surcharge for the company to come out. They are double charging me with no results. I want my unit fix and/or all my money back fom the monthly fee that I have been paying them since I been a member. I even asked for supervisors and managers and if they call me back they call after 10pm, when the company is closed and I'm in the bed.
Business Response
Date: 07/24/2022
July 24,2022
***************************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *********************************; AHS Plan No. *********; BBB Complaint Case No. 17585113
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 air conditioning; we appreciate the opportunity to provide current repair details.
Our records show on 06/07/2022, the request was placed and assigned to ********** AC & Heating for service. The service contactor reported on 06/08/2022 that the unit was not cooling due to the damper motor shorting out and would require replacement to resolve the issue. When contacted by ******************** regarding the service contactor not returning to install the parts, AHS reached out via phone and email for an update. On 06/27/2022,a member of management with ************* reached out to ******************** to discuss her concerns; and a voice mail was left to advise of what was being done to resolve the matter. On 06/29/2022, the supervisor left a detailed message advising of the update from the service contactor; of a different failure occurring that will require the replacement of the condenser.
On 07/16/2022, all covered repair cost was authorized, and ******************** advised of the warranty limitations via the email address on file. ************* provided the diagnosis and the service contractors estimate of $1,295 for the non-covered cost for modifications and refrigerant over the plan limit. Section I.4.b states the costs of construction, carpentry, or other modifications necessary to remove,relocate, or install equipment are not covered. Section E.1 states AHS will pay up to $10 per pound per occurrence for refrigerant, and the customer is responsible for payment of any costs in excess of $10 per pound. AHS has ordered the requested equipment for delivery to ********** AC & Heating; when received, the service contractor will contact ******************** to schedule their first available installation appointment.
AHS is refunding the $100 trade service call fee back to the original payment method;and processing will be complete in ***** business days. ******************** bank can confirm receipt and advise when the funds will be applied. AHS does apologize for any frustration experienced regarding the repair;if there are additional concerns, ************* can assist by calling ************.
Thank you for your consideration.
Sincerely,
American Home Shield Corporation
Customer Answer
Date: 07/24/2022

Complaint: 17585113

I am rejecting this response because:

Sincerely,

*********************************
Business Response
Date: 07/27/2022
July 27,2022

***************************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *********************************; AHS Plan No. *********; BBB Complaint Case No. 17585113
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 follow-up from ******************** regarding the service request for her air conditioning; we appreciate being able to assist with additional concerns.After a review of the case, we show there is no information listed regarding the reason for the rejection of our response. AHS welcomes the opportunity to resolve the matter and looks forward to the information being provided.
Thank you for your consideration.
Sincerely,
American Home Shield Corporation.
Customer Answer
Date: 07/29/2022

Complaint: 17585113

Hi good afternoon,-
Thank you for returning my call this afternoon.
As stated, I was unable to document the reason for my reply in reference to American Home Shield's reply to my complaint, please see below:

It has been over a month (going on 2 months)since I reached out to American Home Shields (AHS) to have my air conditioner unit serviced, they originally sent out a flyer/email to have your unit serviced for (I believe it was $75), and they gave the company that came out to service my unit when the tech finally arrived, he told my son (even though I was at home upstairs, he didn't ask for me) that I would need a new heat pump and that they have to submit the paperwork to AHS, I wait about a week, and no one from AHS or the service company reached out to me. I tried to call them both several times, and finally, I got through to the service company that said the request was submitted. I then called AHS and they said they don't have the paperwork but the heat pump was covered, they just need the company to submit the request. after several more calls on my part, I finally got AHS to tell me that they will try to reach out to the company through email and phone, after a few more weeks AHS kept telling me the same thing, they have to reach out to them. I asked them to switch companies and they refused. I was never informed by AHS or the service company that I would have to pay anything out of pocket, especially not almost $2,000.00. that's the cost of a new unit.
AHS only reached out to me after I filed a complaint with the BBB, they wanted to get something on the recording to tell me about all of the outrageous extra fees that I was never told about. I asked why are you telling me that now, and they said we will call you back. To date, I have not heard back from them or the service company.
If you have them pull their recording you will see that the managers & leads, rep, etc only called me back later at night and after hours and kept telling me they will email/leave a voice message and try them in the morning.
I only reached out to the BBB after they stopped calling and/or returning my calls and the service company never returned any of my voice messages.
I want all of my money back from the numerous surcharges that took from my account, they charged me for different calls and I don't see where my money was put back in my account.
I have been with this company for years, and this is how they decide to treat a long-time customer that just wanted her air unit fixed.
thank you for your time,
*********************************
************
Business Response
Date: 08/08/2022
August 8,2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE:*********************************; AHS Plan No. *********; BBB Complaint Case No. 17585113
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 information from ******************** regarding the service request for her air conditioning; we appreciate being able to address the members concerns.
AHS has reviewed our records and shows ******************** was sent an email on 07/16/2022 advising of the warranty limitations for the replacement of the heat pump condenser. On 07/19/2022, a member of our *********************** reached out by phone to provide the non-covered modifications and the service contractor's estimate. Members are not required to utilize the AHS service contractors to perform covered or non-covered repairs/replacements. Cash in lieu is available for the covered parts and labor if wanting to have a non-AHS contractor complete the job. ******************* will receive an email with the covered amount, and when advised how she would like to proceed AHS will update the service request.
Regarding reassigning the request to a different service contractor, a second opinion is available if disputing the diagnosis provided. A different contractor is assigned to perform an independent diagnosis;if the report is the same, the original service contractor will continue with the authorized replacement. AHS can confirm the reimbursement of the $100 trade service call fee was completed on or about 08/04/2022. ******************** bank can confirm receipt and advise when the funds will be applied. If we can assist further, AHS can be reached by calling ************.
Thank you for your consideration.
Sincerely,
American Home Shield Corporation
Customer Answer
Date: 08/14/2022

Complaint: 17585113

I am rejecting this response because: I never received an email from AHS in reference to any additional charges from them or the air conditioner vendor, AHS told me on several occasions when I was finally able to get them on the phone that all I need per the vendor was a heat pump and that it was covered under my contract. They are only made-up additional fees after I reached out the BBB. Shame on AHS. To date they have not reached out to me to have a second vendor come out, summer is almost over and I'm still stuck using fans to cool my home. I requested a second vendor several times from them when I went weeks without anyone come back out to the complete the job. I will need to verify with my bank about the refund of my money. I'm rejecting because no one has reached out to me from AHS.

Sincerely,

*********************************
Business Response
Date: 08/23/2022
August 23, 2022

*****************
BBB of the Mid-South
3693 *************
*******, ** 38125

RE: *********************************; AHS Plan No. *********; BBB Complaint Case No. 17585113

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 follow-up from ******************** regarding the request for her air conditioning. AHS has reviewed our records and can confirm the email sent on 07/16/2022 was forwarded to the address on file of *************************** to advise of the warranty limitations. The plan holder can also check her spam or junk folder for her email account. A member of our Authorization Team reached out to ******************** on 07/19/2022. They provided the diagnosis from the contractor, their cost estimate and a list of the modifications required to install the replacement heat pump. If there are any non-covered costs, the service contractor provides their pricing,and AHS informs the customer. If agreed to the additional cost to complete the repair, the member pays the contractor directly. During the conversation, ******************* advised of questions regarding the diagnosis; AHS sent a request to ********** A/C & Heating requesting they contact the plan holder to address her concerns.

As previously communicated, AHS has processed the cash in lieu offer for the covered parts and labor. The amount of $1,013.80 was emailed to the above email address on 08/10/22, with instructions on how to proceed if wanting to utilize a different licensed HVAC company. When advised of how Ms. ******** would like to proceed; AHS will update the service request accordingly. If there are additional concerns, AHS is available to assist at the plan holders convenience.

Thank you for your consideration.

Sincerely,
American Home Shield Corporation
Customer Answer
Date: 08/30/2022

Complaint: 17585113

I am rejecting this response because: AHS only said after I contacted the BBB that my warranty did not cover everything that was needed, they told me and the vendor they choose, the heat pump was covered because I asked them to make sure. After I contacted them several times and left message for management to call me back still did not get anything stating I would be response for almost $2k, that is crazy, I can get a new unit for that price, mind you my unit is not that old.
Now, they call me during my work hours and leave no message and when I can answer, they hold the phone and then end the call. I have told them many times I not going to continue to pay for a service I'm not receiving, and they continue to try to debt my account, how unfair is that, causing my account to have a negative balance for my other bills.
I want my money back and for them to complete the job and then we can part ways.
Just tell the truth AHS, you discarded me and my property. Now the summer is almost over, and we have been using fans to cool our home and you have the nerve to try to debt my account and haven't solve this issue.

Sincerely,

*********************************
Business Response
Date: 09/04/2022
September 4, 2022

*****************
BBB of the Mid-South
3693 *************
*******, ** 38125

RE: *********************************; AHS Plan No. *********; BBB Complaint Case No. 17585113

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 follow-up from ******************** regarding the request for her air conditioning. AHS records show ******************** was sent an email to the address on file on 07/16/2022 to advise of the warranty limitations.
On 07/19/2022, AHS called ******************** to provide an update concerning the repair; and sent an email to ********** A/C & Heating to contact her to discuss the repair as requested. AHS has not been contacted to advise how to proceed with the repair or to confirm if ******************** agrees to pay the non-covered costs due to the contractor. ******************** was provided cash in lieu of $1,013.80 on 08/10/2022 to the email address on file for the covered parts and labor for the repair. Members are not required to utilize the AHS provider to complete any covered or non-covered repairs. The equipment order is currently on hold until further instructions are received about the repair decision.

If ******************** is no longer wants to continue with the warranty agreement, the plan can be canceled at any time for any reason per our agreement. Our ****************** can assist by calling ************, they will prorate the plan balance and address any questions or concerns regarding early termination.

Thank you for your consideration.

Sincerely,
American Home Shield Corporation
Customer Answer
Date: 09/26/2022

Complaint: 17585113

Thank you for the follow up call today *********************,
As I stated previously in my complaints, AHS, did not inform me of any additional fees until after I reached out to BBB, they and the contractor told me that I need the heat pump replaced and everything was covered under the warranty.
There is no way I would have agreed to pay over $1k for repairs, I would have looked into getting a new unit.
I have not received any email or money from AHS to resolve this issue, I reached out to them to see if someone from the management team could resend the offer and as of now, no return call to resolve this issue. I only received 1 call asking for payment on my account.
I have been a faithful customer for years and this is the treatment I receive.
I'm rejecting they response because it's not true, no call back or email to resolve my issue.
Thank you for your time..
Business Response
Date: 10/01/2022
October 1,2022

*****************
BBB of the Mid-South
3693 *************
*******, ** 38125

RE: *********************************; AHS Plan No. *********; BBB Complaint Case No. 17585113

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 follow-up from ******************** regarding our notification of warranty limitations for the air conditioning request and the cash in lieu offer. Our records show both were sent to the email address: *******************************. The notification was sent on 07/16/2022 regarding the warranty limitations, and on 08/10/2022 the cash in lieu amount of $1,013.80 was provided. If the email address listed is incorrect, AHS will update the information on file, or if correct,it may have been forwarded to the junk mail or spam folder. Another request has been submitted for a member of management to reach out to ******************** to assist with resolving her concerns.

If there are any additional concerns, ************* can be reached by calling ************ to discuss.

Thank you for your consideration.

Sincerely,
American Home Shield Corporation
Customer Answer
Date: 10/03/2022

Complaint: 17585113

I am rejecting this response because: that is the correct email, ***************************** after I did not receive it, I called AHS to have someone from management call me and as of, yet I have not received a return call or another email. Is the money a check or is it up to that amount once I pay out of pocket to fix my own unit? I'm not satisfied with getting reimbursed from AHS based on the treatment I have received so far; I need for them to pay the air conditioner company directly not reimburse me.

Sincerely,

*********************************
Business Response
Date: 10/07/2022
October 7,2022

*****************
BBB of the Mid-South
3693 *************
*******, ** 38125

RE: *********************************; AHS Plan No. *********; BBB Complaint Case No. 17585113

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 follow up from ******************** regarding the service request for her air conditioning; we appreciate being able to provide further assistance.

AHS records show that a member of management with ************* reached out to ******************** on 10/3/2022 and 10/4/2022 to address her concerns. Detailed voicemail messages were left to advise of the reason for the calls; and to call back for assistance. Regarding completion of the air conditioning repair, AHS has authorized the service contractor for all covered repair cost.To proceed, ******************** would pay the contractor directly for the non-covered estimate provided. If wanting to accept the cash in lieu offer and have her licensed contractor perform the repair, AHS is not able to forward the cash in lieu payment to the contractor. ******************* can upload her invoice to the Better Business Bureau. When received,******************** check will arrive via the **** Postal Service in ***** business days.

If there are additional questions or concerns, ************* ************* can assist by calling ************.

Thank you for your consideration.

Sincerely,
American Home Shield Corporation
Customer Answer
Date: 10/09/2022

Complaint: 17585113

I am rejecting this response because: I have been trying to return their calls, the last time is today and I was put on hold for a while I guess because it's Sunday, first I spoke with ******** and she said she would transfer me to the accepting offer ***** ***** was unsure why she transferred me to her because I asked to speak with a supv. or manager, ***** did an email and hopefully someone will call me back within 24hrs. My concerns are still the same, when the work order was first opened, I was told and the contractor that I needed a heat pump and everything was covered, now AHS is still saying they told me I would have to pay over $1k out of pocket, they didn't say that until after I reached out to BBB. It's not fair that I have to pay out of pocket before they can resolve my problem. I don't feel comfortable resolve this issue until after my unit is fixed and the contractor is reimbursed by AHS.
I have paid AHS for years for services now I feel they are trying to give me the run around. I will need time to find another contractor and probably take additional time off from work to resolve my issue, now that the summer is over, and I had to go without air for the entire summer.

Sincerely,

*********************************
Business Response
Date: 10/21/2022
October 21,2022

*****************
BBB of the Mid-South
3693 *************
*******, ** 38125

RE:*********************************; AHS Plan No. 660495437;BBB Complaint Case No. 17585113

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 can confirm an email was sent to ********************' email address on 08/10/2022, with the amount of the cash in lieu. Included are instructions regarding submitting the paid invoice when the repair is complete. It should be sent to ahspor.com,and when received the check will be mailed to ******************** in ***** business days via the **** Postal Service.

Thank you for your consideration.

Sincerely,
American Home Shield Corporation
Customer Answer
Date: 10/27/2022

Complaint: 17585113

I am rejecting this response because: This have been going before the summer heat was here, months. We had to use fans to cool my home because AHS decided to not fix my air conditioner unit and make up an outrages fee after I reported them to BBB.
It is fall, almost wintertime now, it's hard to get someone to check for air when most companies are checking for heat. How do I get AHS to be responsible for my air once the weather warm back up. At this time, I do not trust them to reach back out to me, I would feel comfortable with them submitting the entire offer to the BBB or myself. It's not fair my family had to go without air.
Every time they call and leave a message, I return the calls and get the run around, I ask to speak with someone on the management staff and is always told no one is available.

Sincerely,

*********************************
Business Response
Date: 11/05/2022
Tell November 5,2022

*****************
BBB of the Mid-South
3693 *************
*******, ** 38125

RE: *********************************; AHS Plan No. *********; BBB Complaint Case No. 17585113

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 follow up from ******************** regarding the service request for her air conditioning;we appreciate the opportunity to address the additional concerns.

AHS can confirm the cash in lieu offer listed in our system will not expire. When the repair is complete, ******************** would forward a copy of the paid invoice to ***************************************************** Once received, the check will be processed and mailed via the **** Postal Service and will arrive in ***** business days. If not wanting to accept the cash in lieu, when temperatures in the area are warm enough, ******************** would contract AHS to place a new service request. Our communication via the Better Business Bureau will also serve as a record for ********************. If there are additional questions or concerns, we can be reached at ************ to discuss them.

Thank you for your consideration.

Sincerely,
American Home Shield Corporationus why here...
Customer Answer
Date: 11/10/2022

Complaint: 17585113

I am rejecting this response because: I'm only rejecting because I'm unclear how this will be handled months down the line, at this time until my complaint has been resolved I'm putting my membership on hold as I have already mentioned to AHS. How will the reps be able to address my needs if they cannot find me in the system? it's already hard to get any on the management team when I call or return calls.
I'm asking the BBB to keep this case open until my issue have been resolved.

Sincerely,

*********************************
Customer Answer
Date: 01/10/2023

Complaint: 17585113

Good Afternoon **********,
I have a question please, my unit is going to cost more than AHS offered, since I haven't received payment, do I need to open up a new claim?
Thank you,
******************************;
Business Response
Date: 01/12/2023
January 12,2023

*****************
BBB of the Mid-South
3693 *************
*******, ** 38125

RE:*********************************; AHS Plan No. ********; BBB Complaint 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.

AHS can confirm the cash in lieu offer provided to ******************** is final and will not be increased. The calculation is the AHS cost for the covered repair for parts and labor, less the contractor's fee. Once the required copy of the paid invoice is received, the payment will be processed and mailed via the U.S.Postal Service to the property address with an estimated arrival of ***** business days.

Thank you for your consideration.

Sincerely,
American Home Shield Corporation
Customer Answer
Date: 01/14/2023

Complaint: 17585113

I am rejecting this response because: AHS contractors are the only ones that touch my unit in years, they installed the new unit several years ago and their contractor did an awful job, all of their contractors patched the job and it didn't last, I have statements from other companies that gave me quotes and pictures on the awful job that AHS companies did to my unit and I'm prepare to take them to court with my proof. I'm being fair with getting quotes to fix it, they are the only ones that ever worked on it.

Sincerely,

*********************************
Business Response
Date: 01/20/2023
January 20,2023

*****************
BBB of the Mid-South
3693 *************
*******, ** 38125

RE:*********************************; AHS Plan No. *********; BBB Complaint Case No. 17585113

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 can confirm the replacement of ******************** air handler and condenser for the service request placed on 06/08/2017 and assigned to Metro Air Service. All covered cost was approved, and ************* spoke with ******************** on 06/20/2017 to advise the non-covered modifications and provided the contractor's estimate. The funds were paid directly to the service provider to complete the installation of the replacement equipment. AHS records do not reflect ******************** advising of a complaint regarding the installation or services provided by the contractor.

All covered costs for the current replacement have been included with the cash in lieu offer provided, and due to ********************' dissatisfaction the $100.00 trade service call fee was refunded on or about 08/01/2022. AHS has made multiple attempts to address ******************* concerns; however, the terms of the warranty agreement are accurate,and our position remains the same.

Thank you for your consideration.

Sincerely,
American Home Shield Corporation
Customer Answer
Date: 01/22/2023

Complaint: 17585113

I am rejecting this response because: AHS sent out their contractors that half did the work and only patched my unit, i had to keep calling them out. I had companies that refused to touch my unit because just from their diagnostics, AHS contractors did a bad job and wires were everywhere, somewhere just hanging there and others were chopped up and pieces just laid on the unit. I did not touch it; this is all from their contractors and I will have pictures and quotes and statements from others to prove my case. AHS needs to be ashamed of the people they decide to send to some areas, I paid for services just like anyone else, and I expected good services, which I did not receive., AHS sent people that appear to have not cared or did a half job. As stated, before AHS contractors are the only ones that serviced my unit since I have been a member of AHS. It will cost more than that to fix my unit, and if AHS refused to fix the problems they created, I will see them in court and let the judge decide.

Sincerely,

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

Good morning Ms. ******************* style="color: rgb(34, 34, 34); font-size: small; font-family: Arial, Helvetica, sans-serif;">Attached are some of the pictures and other paperwork that we discussed.
Thank you,
*********************************

Customer Answer
Date: 01/31/2023
Date Sent: 1/22/2023 9:38:37 AM

Complaint: 17585113

I am rejecting this response because: AHS sent out their contractors that half did the work and only patched my unit, i had to keep calling them out. I had companies that refused to touch my unit because just from their diagnostics, AHS contractors did a bad job and wires were everywhere, somewhere just hanging there and others were chopped up and pieces just laid on the unit. I did not touch it; this is all from their contractors and I will have pictures and quotes and statements from others to prove my case. AHS needs to be ashamed of the people they decide to send to some areas, I paid for services just like anyone else, and I expected good services, which I did not receive., AHS sent people that appear to have not cared or did a half job. As stated, before AHS contractors are the only ones that serviced my unit since I have been a member of AHS. It will cost more than that to fix my unit, and if AHS refused to fix the problems they created, I will see them in court and let the judge decide.

Sincerely,

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

Good morning Ms. ******************* style="color: rgb(34, 34, 34); margin-top: 0px; margin-bottom: 1rem; font-size: small; font-family: Arial, Helvetica, sans-serif;">Attached are some of the pictures and other paperwork that we discussed.
Thank you,
*********************************

Business Response
Date: 02/10/2023
February 10, 2023

*****************
BBB of the Mid-South
3693 *************
*******, ** 38125

RE: *********************************; AHS Plan No. *********; BBB Complaint Case No. 17585113

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 has reviewed the document provided by ******************** regarding concerns about her HVAC system. After an extensive review of the service history, AHS can confirm the most recent claim placed was on 06/07/2022 and assigned to ********** A/C & Heating which is the company that performed the seasonal heating check requested on 05/23/2022. ******************** placed a claim on 10/10/2021 for the air conditioning, which was canceled by the service contractor on 10/13/2022, and the trade service call fee was refunded.

On March 28, 2021, your request was assigned to *********** to service an issue with the air conditioning not cooling; the contractor scheduled the appointment for 03/31/2021 and updated the repair as complete on the same day.The claim placed on 12/18/2020 for your furnace not working was assigned to Piedmont ************************** for service. The contractor reported the units disconnect was burned due to a power surge and notified ******************** of the warranty limitations via the email address on file. AHS provided the contractor's diagnosis on 12/24/2020 and confirmed the repair was not covered per section I.6.b of the warranty agreement that states accidents, fire, freezing, water damage, electrical failure or surge, or excessive or inadequate water pressure are not covered.

The original service request placed with AHS for an HVAC issue was on 06/08/2017 and assigned to Metro Air Service **** The contractor was authorized to replace your heat pump condenser and the air handler for compatibility on June 16, 2017. All AHS service contractors are required to be licensed in their trade by their state of operation and insured. Section I.8 of the warranty agreement states that AHS is not responsible or liable for secondary,incidental, and/or consequential loss or damage resulting from the malfunction of any covered item, or a Service Contractors neglect or delay in providing,or failure to provide, repair or replacement of such item, including, but not limited to, food spoilage, loss of income, utility bills, additional living expenses, personal and/or property damage. ******************** is welcome to reach out to the providers directly to discuss any concerns regarding their service.

Per the terms and conditions of the warranty agreement, AHS has authorized all covered replacement costs for the current HVAC claim. When ******************* provides a copy of the paid invoice, the cash in lieu payment of up to $1,013.80 will be processed and mailed in ***** business days.

Thank you for your consideration.

Sincerely,
American Home Shield Corporation
Customer Answer
Date: 02/14/2023

Complaint: 17585113

I am rejecting this response because: HAS is the only one that have serviced my unit and replaced it, anything their contractor did is their responsibility, their contractor didn't offer me anything that needed to be replaced outside of what is covered. If they decided not to go with the bid I shared, I will let the judge make the final decision.

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.
I carried AHS insurance on 4 properties since 2017, Last year an **** company was called to examine a **** system. The company said AHS never gives a replacement but he knew how to do it and if I used his company for a replacement and paid him $6500 he would take care of all the paperwork and install. I was not happy with this company and their unethical tactics. I dropped insurance on that property. At the same time I had a problem with another **** system and when Comfort Pros went to look at it he said the unit was probably end of life and to hold onto my insurance, since it would probably only last the season. This year of course the **** system was not working. I had 2 independent companies try to repair it and stated it was end of life. I called AHS who sent same technician back and he did not even have to look at the unit, since he knew it was end of life. Comfort Pros told AHS this could be repaired ? They did not tell me this, because of course I knew and he knew the repair would be costly and not last. Comfort Pros sent me an estimate to replace ? They said it wasn't worth it to try to repair it but wouldn't give me the "end of life" letter ? I called AHS many many times and offered the reports I had. I told them what happened last year and that the technician did not even evaluate the unit for repair? I believe the people that AHS send to repair or replace have a script dictated by AHS and they are basically taking my $80-$100 monthly with the promise of replacement and that never happens? I tole AHS the technician they sent out told me it was end of life last year and this year never even evaluated the system and I had other documentation, stating the init could not be repaired. I called the **** side of HSA called Pro Connect and spoke to them but that number that was on my email was disconnected and now only goes back to Comfort Pros? I believe this is a large scam of false promises and I feel I am not the only homeowner being scammed ?
Business Response
Date: 07/24/2022
July 24,2022
*************************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: ************************ AHS Plan No. *********; BBB Complaint Case No. 17584854
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 service request for her air conditioning; we appreciate the opportunity to address the coverage concerns.
Our records show on 06/09/2022, and Advanced Air Services was assigned. When informed they were scheduling outside of appointment guidelines the request was reassigned to Comfort Pros on 06/13/2022. The service contactor reported on 06/17/2022, the unit was freezing up from a restriction in the line; and caused the failure of the evaporator coil. The part was non-repairable and required replacement; all covered cost was authorized, and AHS informed **************** of the warranty limitations via the email address on file. ************* provided the ********************** contactors diagnosis and their estimate of $3,419 for the non-covered cost for modifications, code upgrades, and refrigerant over the plan limit. The AHS warranty agreement states the following items are not covered:
Modifications Section I.4.b, costs of construction, carpentry, or other modifications necessary to remove, relocate, or install equipment.

Code Upgrades I.g.1 (iv), to comply with any federal, state, or local laws, regulations or ordinances, utility regulations, or building or zoning code.

Refrigerant Limit Section E.1, AHS will pay up to $10 per pound per occurrence for refrigerant. The customer is responsible for payment of any costs in excess of $10 per pound.
On 06/21/2022, AHS confirmed the service contactor diagnosed the system as repairable and replacement of the evaporator coil would resolve the failure. Per ****************, the unit required replacement because it is at the end of its life. After confirmation with Comfort Pros, the diagnosis provided was accurate ************************* was made aware of the option of cash in lieu for the covered repair cost. The offer of $1,150 was emailed to the plan holder on 06/23/2022, AHS received her invoice on 07/15/2022. Check ******** for $1,150 mailed on 07/20/22 via the U.S. Postal Service, and will arrive in ***** business days. AHS can confirm all covered repair costs was approved per the terms and conditions of the warranty agreement. Therefore, AHS will provide no further compensation with respect to ****************s replacement of the air conditioning system.
Thank you for your consideration.
Sincerely,
American Home Shield Corporation
Customer Answer
Date: 07/24/2022

Complaint: 17584854

I am rejecting this response because:
comfort pros did not evaluate this system! Last year comfort pros did evaluate the system and I was told the repair of 2021 would only last temporarily and keep my insurance since it was very close to end of life ! I had another **** company evaluate and tried to repair .. it was determined to be end of life . After my last years experience with another property that told me I needed to use them to get an end of life letter and replacement could only be done by them to get a replacement I believe the fact that the only report I received from comfort pros (option A replacement) was in line with past tactics of American Home Shield! If you check ****** and yelp reviews for AHS using comfort pros you will see Im not alone in being victim of this insurance scam which promises replacement! The problem is they use companies that follow these unethical practices and will not allow for an independent evaluation! The first company they tried to send refused to take this case since they were aware I already had the system evaluated and knew it was end of life and didnt want to play the AHS game and get caught ! I had already played this game with another property and another **** company last year ! Fool me once shame on me ! Fool me twice shame on you ! I realize *** can only do so much and Im prepared to go as far as I need to with consumer affairs and legal action. The **** system has been replaced . I reached out to AHS 15 times to speak to supervisors and had a lengthy conversation with ******* from Pro Connect . I awaited some resolution but received no response! I could not understand why comfort pros sent a report of a repair to AHS without even looking at the unit ? Then sent me a proposal for ***************************************************************************
Business Response
Date: 07/27/2022
July 27,2022

*************************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: ************************ AHS Plan No. *********; BBB Complaint Case No. 17584854
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 follow-up from **************** regarding the service request for her air conditioning; we appreciate being able to provide additional coverage information.
Our records show first service request for the air conditioning was placed on 07/20/2021, assigned to Comfort Pros, and completed on 07/29/2022. The current request was assigned on 06/13/2022 to Comfort Pros for service. A member of our ******************** spoke with **************** on 06/16/2022, to address the plan holder's questions regarding the replacement of the system and not just the evaporator coil.
The plan holder was informed AHS would authorize the request per the diagnosis received from the service contractor. The report was received on 06/17/2022, and all covered cost for the replacement of the evaporator coil was approved, and the plan holders were notified of the warranty limitations via the email address on file.
**************** spoke with ************* on 06/17/2022; when made aware of the repair approval, she did not agree with the unit being repaired and not replaced. On 06/22/2022, **************** requested a letter from the service contractor stating the unit was at the end of its life cycle. As a courtesy, the agent reached out to Comfort Pros and was informed the system was repairable, to resolve the failure would only require replacement of the evaporator coil. AHS can confirm that HVAC contractors are not able to advise when a system will fail, however, manufacturers do provide estimated life cycles of their products, that can vary. As stated in section A.4 of the warranty agreement, AHS has the sole right to determine, according to the terms of the contract, whether a covered item will be repaired or replaced.
The cash in lieu check for $1,150 is currently en route for delivery via the U.S. Postal Service. The amount is final and will not be increased, the payment is the AHS cost for all covered parts and labor for the authorized repair. If there are additional coverage concerns, please do not hesitate to advise.
Thank you for your consideration.
Sincerely,
American Home Shield Corporation.
Customer Answer
Date: 07/28/2022

Complaint: 17584854

I am rejecting this response because: American Home Sheild promises to replace HVAC units which can not be repaired . I have independent contractors try to repair this unit and failed. They did a thorough diagnosis. Comfort Pros knew the unit was end of life last year. This year Comfort Pros did not do any diagnosis . The unit was not turning on it did Not freeze up! Their response is indicative of fraudulent practices and dishonest advertising tactics. Thank you for alerting others of my complaint **************************************************************
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.
June 30th my wife was unloading the bottom tray of the dishwasher. We heard a loud 'POP' sound. The dishwasher door had completely separated and come apart. Also looks like the hinge popped off. I immediately called American Home shield as this is a warrantied product. We set a date for the technician to come out. After looking at the reviews of this service company I immediately cancelled and asked for another company to be sent out. Every company they offered are one star reviewed companies. Having no other choice, I agreed to have one of them come out for an inspection of the broken dishwasher. First person came out and said our dishwasher was broken by physical abuse. American home shield said they will not cover any repairs. I immediately disputed their fraudulent findings and requested a second opinion. I agreed to have their next one star reviewed service technician to inspect the dishwasher. His fraudulent and incorrect response was that the dishwasher was not broken from normal usage. American home shield has said they will not cover any repairs and there is nothing else they can do. Our Dishwasher was broken from normal usage. Our dishwasher was not physically abused. We load our dishwasher, the dishwasher washes our dishes, we unload our dishwasher. In no way shape or form is our dishwasher physically abused. We use our dishwasher as intended and with proper care and cleaning. I have spent hours on the phone with overseas customer **********************. I have asked for a manager and they will not transfer me to one. I have contacted resolutions specialists. I have contacted the executive office. Nobody seems to want to help me. It is now July 18th, my dishwasher is still broken with no resolution, which leads me to this point of filing a complaint with the BBB. I have never had to resort to filing a complaint with the BBB in my 40 years of life. I didn't want to have to resort to this but this is where we are. I just want my dishwasher fixed.
Business Response
Date: 07/26/2022
July 26, 2022

***************************
BBB of the Mid-South
3693 *************
*******, ** 38125

RE: ***************************; AHS Plan No.590242898;BBB Case No. 17584660

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 dishwasher service request to a resolution. We hate to hear the interactions with us have been less than satisfactory. The records reflect on June 30, 2022, the dishwasher service request was dispatched to A-All Services **** to diagnose any problems.The technician reported the door was not closing because the hinges were bent.He also reported the cause of failure was caused by physical damage and not normal were and tear. Section D-6.a of ******************** AHS plan provides that AHS is not responsible or liable for Covered Item repairs or replacements when a malfunction is due to misuse, abuse, or mistreatment, including but not limited to removal of parts and damage, by people, pests, or pets. Therefore, AHS did not authorize the repairs.

******************** disagreed with the information provided by the technician from A-All Services **** and a second opinion was offered and accepted within the terms of the AHS plan. On July 09, 2022, the second opinion service request was dispatched to **********************. to confirm and further diagnose any problems. The technician reported the door frame and control panel was bent and cracked, and the clips to hold the door were broken.The technician also reported the cause of failure was caused by physical damage and not normal were and tear. Therefore, AHS did not authorize the repairs.

Alternatively, if ******************** has contrary information from a licensed and insured service contractor please forward the invoice to AHS for review. This invoice will need to provide a detailed diagnosis for the cause of the failure and a cost breakdown of the parts and labor to repair the dishwasher. Please black out any confidential information such as credit card or bank routing numbers on the requested invoice. When I have received and reviewed the requested information, ******************** will be advised of any reimbursement for covered costs. Thank you for your consideration.

Sincerely,
American Home Shield of **********, ****

*****************************
Claims Resolution Specialist
Customer Answer
Date: 08/01/2022

Complaint: 17584660

I am rejecting this response because: We have already paid American home shield to have somebody come to our house to inspect the dishwasher. They already know whats wrong with it. There is no reason I should have to spend more money to have somebody else come out to tell us whats wrong with it. The door is broken and it happened from normal usage. I have told many people at your company and the service technicians the same thing. The dishwasher was being unloaded, we rolled the bottom rack out to unload the dishes (as dishwashers are designed to do) with the bottom rack sitting on the open dishwasher door, the dishwasher door snapped in half. This is normal usage. The plastic brackets holding the door together malfunctioned and snapped, separating the outside of the door from the inside of the door. Our dishwasher is not physically abused as you are incorrectly stating. This is now dragging out almost a month since first contact. We just want our dishwasher fixed or better yet, a check so we can have a reputable company fix our dishwasher as the service companies you are contracted with are very incompetent.

Sincerely,

***************************
Business Response
Date: 08/13/2022
August 13, 2022

*****************
BBB of the Mid-South
3693 *************
*******, ** 38125

RE: ***************************; AHS Plan No.590242898;BBB Case No. 17584660

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 additional feedback from *************************** about the dishwasher service request.
Thank you for your consideration. AHS has previously reviewed this complaint and stated its position regarding this matter. AHS's position does remain unchanged. However, in an effort to amicably resolve this matter, AHS requested additional information for further review. To date, the requested information has not been received. Without contradictory information, I find that coverage of the dishwasher was rightfully denied.

Sincerely,
American Home Shield of **********, Inc.

*****************************
Claims Resolution Specialist
Customer Answer
Date: 08/16/2022

Complaint: 17584660

I am rejecting this response because: AHS Is asking me to spend more money to get another diagnosis but In doing so, they are not providing any guarantee or details of reimbursement if their diagnosis differs from the previous service providers. I need to know what covered costs means.
When I have received and reviewed the requested information, ******************** will be advised of any reimbursement for covered costs.-AHS previous communication.

They need to tell me what costs, if any, will be reimbursed before I go spend more money to get another diagnosis/estimate of repair costs. I understand you cant tell me a dollar amount without a repair estimate but you can tell me what can be reimbursed. Example would be: AHS will reimburse for any service call, parts, and repairs.

Sincerely,

*******************************
Business Response
Date: 08/20/2022
August 20, 2022

*****************
BBB of the Mid-South
3693 *************
*******, ** 38125

RE: ***************************; AHS Plan No.590242898;BBB Case No. 17584660

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.

******************** is not required to send the requested information to AHS. However, without contradictory information, I find that coverage of the dishwasher was rightfully denied. AHS denies any further liability with respect to this matter.

Thank you for your consideration.

Sincerely,
American Home Shield of **********, Inc.

*****************************
Claims Resolution Specialist
Customer Answer
Date: 08/24/2022

Complaint: 17584660

I am rejecting this response because:

I asked them a simple, valid question and they arent answering it.

Sincerely,

***************************
Business Response
Date: 09/04/2022
September 04, 2022

*****************
BBB of the Mid-South
3693 *************
*******, ** 38125

RE: ***************************; AHS Plan No.590242898;BBB Case No. 17584660

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 has fully addressed ************************ complaint and denies any further liability with respect to this matter. AHS has closed the dishwasher claim file.

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:
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 recently moved into a new condo. The **** Estate agent gave me a home warranty as a gift. Shortly after I moved in I discovered that the air conditioning wasnt working properly. I called American Home Shield. I believe the person that I was connected to was in a Third World Country and spoke very little English. They asked me a lot of personal information Including where I bank at and wanted my account number. Of course I didnt share that with them . Then they said it would cost $100 to come out to my home. At this time I told them I wasnt interested in their services and terminated the phone call. A couple of days later I get a call from JG services, wanting to come out and look at my air conditioning. They were directed to call me by American Home Sheild. I told them no , I wasnt interested. About a week later I get a **** in the mail for $100. No one ever came to my house. There are surveillance cameras in my building, so if anyone was here theyd be on the camera. I have tried to resolve this issue, but when I call I am always connected to someone that speaks very little English You owe a hundred dolla---is the only response I get. I have receipts from another company to prove the work was done by someone else. American Home Shield is harassing me with e-mails saying my account is past due. What account? I dont even have an account. I would appreciate your help.Thank You,*******************************
Business Response
Date: 07/25/2022
July 25, 2022

*****************
BBB of the Mid-South
3693 *************
*******, ** 38125

RE: *******************************; AHS Plan No. *********; BBB Case No. 17584719

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 billing dispute to a resolution. We hate to hear the interactions with us have been less than satisfactory. A stop billing request for the canceled air conditioning service request has been sent to AHSs ******************** Please allow for 30 calendar days for this request to be processed. ******************** can disregard any additional billing statements for the canceled air conditioning service request, and AHS does apologize for any frustrations ******************** may have experienced.

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 called American Home Shield on June 12, 2022 to file a report on my broken air conditioner. The call was assigned to TradeMasters who are next to impossible to contact. After several calls, a repairman came out on June 15, 2022 and said he was ordering a part to fix the unit. I have made over 30 calls to the company to which none were answered and no voicemails were returned. I have called American Home Shield over 15 times to which I'm being told. We will get with the company or the part is on back order. It is now July 18, ******************************************** ********* where the temperatures are 100+ degrees.
Business Response
Date: 07/25/2022
July 25, 2022

*************************
BBB of the Mid-South
3693 *************
*******, ** 38125

RE: *******************************; AHS Plan No. *********; BBB Case No. 17584540

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 12, 2022, the service request was dispatched to ***************** to diagnose any problems. The technician reported the air handler unit needed to be replaced, and AHS authorized the repair. A formal request has been sent to **************** for a status update, and once the information is confirmed, ************** will be contacted as well.

Thank you for your consideration.

Sincerely,

American Home Shield Corporation

*****************************
Claims Resolution Specialist
Customer Answer
Date: 07/27/2022

Complaint: 17584540

I am rejecting this response because:  I'm not satisfied with the response from American Home Shield AHS. I have been told they are attempting to reach the contractor,TradeMasters, numerous times but there is no response. I call they ask for ***** hours. AHS never give a follow-up call, email or anything. When I call back, they ask for another ***** hours. This ***** hour episode has happened over 7 times. I'm having to crack windows open to get air in my house, bugs are getting in, I'm spending senseless money on bug spray. I have purchased 2 portable air conditioners because my house is reaching triple digit temperatures. I have been to the doctor on a couple occasions with migraines due to the heat. My walls in my house is sweating and mold is coming in. I need this issues addressed immediately please and thanks.

Sincerely,

*******************************
Business Response
Date: 07/30/2022
July 30, 2022

*************************
BBB of the Mid-South
3693 *************
*******, ** 38125

RE: *******************************; AHS Plan No. *********; BBB Case No. 17584540

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 additional feedback from ******************************* regarding the air conditioning service request, and AHS does apologize for any frustrations ************** may have experienced. On July 29, 2022, the service request was transferred to A.M.S. of the South LLC to confirm and further diagnose any problems. Once the technician from A.M.S. of the South LLC reports his findings and diagnosis, ************** will be contacted with AHSs position concerning the air conditioning system.

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.
I requested covered repairs from American Home Sheild, the 1st contractor was assigned approximately June 9. The came and diagnosed a new motor in a relatively new furnace a covered repair, nothing more I heard no further information from the contractor who informed me the repairs would be scheduled and we're covered by American Home Sheild. Later after hearing from no one I called the contractor and the had diagnosed additional unnecessary cost for modification to the cabinet and wanted payment from me for uncovered modifications to my furnace something the owners manual recommends you not do.I requested a 2nd opinion and was assigned another contractor I checked their reputation and the BBB for complaints, and there were a lot of them and bad reviews. So now I am requesting another contractor with a good reputation and reviews for the 3rd time and will have to check their reputation for service. If American Home Sheild is unable or unwilling to provide a safe, reputable contractor I want a full refund of any premiums.
Business Response
Date: 07/27/2022
July 27, 2022

**********************;
BBB of the Mid-South
3693 *************
*******,** 38125

RE:      *****************************; AHS Home Protection Plan No. *********; Complaint Case No. 17584173

Dear ********************:

American Home Shield Corporation (AHS) is in receipt of your letter dated July 18,2022, advising of above referenced complaint. The letter has been forwarded to me for review and response.

I have reviewed AHS records regarding ******************** heating claim. On June 9,2022, the service request was placed through AHS automated system and AHS assigned Foxcroft HVAC & Refrigeration to diagnose the problem with the heating system. Foxcroft HVAC & Refrigeration reported to AHS that the inducer motor had failed due to normal wear and tear. On June 22, 2022, AHS approved the replacement of the inducer assembly for the heating system; however, in order for the technician with Foxcroft HVAC & Refrigeration to complete the approved repair they advised AHS that they would need to modify the electrical components in the amount of $150.00 and modify the cabinet mounting in the amount of $261.25. Section I-4b of ******************** AHS plan provides that AHS is not responsible or liable for costs of construction, carpentry, or other modifications necessary to remove, relocate, or install equipment. Therefore, AHS is rightfully not responsible or liable for the additional cost of $411.25 with respect to the repair of the heating system under the AHS plan.

****************** disputed the diagnosis and AHS offered to run a second opinion service request with an AHS-authorized service contractor. ****************** declined to allow another AHS-authorized service contractor perform the second opinion service request. In order to resolve this matter, on July 19, 2022, AHS offered to provide ****************** with a check in place of Foxcroft HVAC & Refrigeration completing the authorized service in the amount of $128.75. However, the correct check amount has been found to be $200.00 not $128.75. Section A-5c of ******************** AHS plan states that in some instances, AHS may offer the plan holder the option of accepting cash-in-lieu of repair or replacement services. This amount offered 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. Please advise AHS if ****************** would like the check in place of the authorized service in the amount of $200.00.

Please be advised that if ****************** cancels the AHS plan a full refund would rightfully not be due to ******************. Section L-4b and L-4d of ******************** AHS plan states that if the customer or ********************** cancels the contract after the 30th day following the beginning of the contract term and if AHS has provided services and the amount of the service costs incurred by AHS is less than the contract fees paid, the customer will receive a pro rata refund of the contract fees paid for the unexpired term, less the service costs incurred by AHS. Additionally, the customer shall be responsible for an administrative fee of the lesser of (i) their agreement cost plan fee for one month of coverage under this contract or (ii) such amount as is permitted by law. Please advise AHS if ****************** would like to proceed with the cancellation of the AHS plan.

Thank you for your consideration.

Sincerely,

AMERICAN HOME SHIELD CORPORATION

********************;
Customer & Regulatory Claim Resolution Specialist
Customer Answer
Date: 07/27/2022

Complaint: 17584173

I am rejecting this response because: I was completely ready and prepared to accept a 2nd opinion but objected to the contractor provide ******** because of the many many horrible reviews and complaints with the BBB.
I requested a local trusted contractor no other option for a contractor has been offered although requested of AHS. AHS has not performed any repairs since the initial request the $100 fee was paid and ****************** was informed no other fees were required. His objection was to the specific contractor ********, note ****************** was also informed essentially guaranteed by AHS the 2nd opinions usually have no additional modification and installation fees.
The concern of ****************** the customer is no modification or additional work is sanctioned or necessary based on the owners manual information there is simply no modifications to the motor or cabinet and surrounding area as FoxCroft falsely contended THERE IS NO MODIFICATIONS based on the owners manual. The motor is taken out and replaced that simple. ******** attempted to up-sale ****************** for work not required, necessary or that would even be performed. That was a dishonest business practice so ****************** looked into the history of the 2nd contractor ******** who had a horrible history of complaints and reviews. He requested an alternative but none was offered although requested. It is a serious appliance requiring competent service from a reputable contractor so as to not fail, malfunction and or cause injury, harm or death!
****************** has paid premiums but not received service he paid a fee of $100 to have service dispatched.
****************** would expect one of the below options to be provided:
****************** #1 expects AHS to honor their contract and provide service without being up-sold for fictitious modifications not required, needed or actually performed. And in direct conflict with the owners manual and manufacturer recommendations.
#2 ****************** is offered a reputable contractor to simply come and perform the repairs a completely reasonable request.
# 3 A complete refund of his premiums and fees as AHS has not fulfilled their contract, nor provided service but collected or had the contractor collect $100 fee for the dispatch of a repairman contractor.
#4 A amount in lieu of repairs where ****************** can secure repairs by a reputable contractor without any additional out of pocket cost for repairs that should be performed by AHS per their contract by a reputable contractor.

***************** would upon review find any of the aforementioned options acceptable.

Sincerely,

*****************************
Business Response
Date: 08/05/2022
August 5,2022

**********************;
BBB of the Mid-South
3693 *************
*******,** 38125

RE:        *****************************; AHS Home Protection Plan No. 598902828;Complaint Case No. 17584173

Dear ********************:

American Home Shield Corporation (AHS) is in receipt of your letter dated July 28,2022, regarding above referenced complaint.

AHS admits no liability beyond $200.00 for the repair of the heating system; however,in order to amicably resolve this matter, AHS is willing to review an invoice and/or written estimate from the licensed and insured service contractor of ******************* choosing. The invoice/written estimate will need to provide a detailed diagnosis for the cause of the failure found and a cost breakdown of the parts and labor to repair the heating system. ****************** may forward a copy of the requested invoice to my attention at the mailing address **************************************************************, fax number ************, or email address ************************************************************* Please advise ****************** to black out any confidential information such as credit card or bank routing numbers on the requested invoice/written estimate. Once I receive and review the invoice/written estimate, I will advise you in writing of AHS position regarding the matter. AHS will await the invoice/written estimate.

Thank you for your consideration.

Sincerely,

AMERICAN HOME SHIELD CORPORATION

********************;
Customer & Regulatory Claim Resolution Specialist
Customer Answer
Date: 08/11/2022

Complaint: 17584173

I am rejecting this response because:

Sincerely,

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

It has been documented and conveyed by American Home Sheild that per my contract the maximum liability and the entitlement amount is for $200.00 and further that irregardless of the amount of the invoice for repairs I should be reimbursed that amount $200.00 based on your contractors diagnosis.

It therefore is anticipated a check in the amount of $200.00 to be forwarded to:

***************************** ******************************* 44906

That information and invoice has been forwarded to AHS, at the designated email address per AHS representative ******, with all the accompanying information!
Business Response
Date: 08/24/2022
August 24, 2022

************************;
BBB of the Mid-South
3693 *************
*******, ** 38125

RE:        *****************************; AHS Home Protection Plan No. 598902828;Complaint Case No. 17584173

Dear ***************************:

American Home Shield Corporation (AHS) is in receipt of your letter dated August 18,2022, regarding above referenced complaint.

Please be advised that AHS received ******************** invoice and AHS is now processing the check for the offered amount of $200.00 for the heating claim. ****************** will receive the check in the amount of $200.00 in approximately ten to fourteen business days.

Thank you for your consideration.

Sincerely,

AMERICAN HOME SHIELD CORPORATION

********************;
Customer & Regulatory Claim Resolution Specialist
Customer Answer
Date: 08/24/2022

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.
I have been with AHS for almost 20 years and my A/C HAS BEEN with them just as long. I have been trying to get them to replace the system for a while now. They keep bandaging it up with parts that will not work long. My electric **** keeps going higher every month because the system is too old. My family has to suffer thru the ******* hot heat waiting on parts . When you call them the techs all tell you different stories about what is going to be done . The vendors they use are not the best. I have been very loyal as a customer and dont deserve this type of treatment. Their say if we cant repair we will replace is just a bait to getting you in with them. I just want to be treated like a loyal customer as I should after almost 20 years with them. I tried to ask to speak with higher management and they act like it couldnt be done. They kept saying we will have them call you, which never happened. You have to always talk to people from other countries. I just want my A/C fixed correctly or replaced.Thanks, ***************************
Business Response
Date: 07/27/2022
July 27, 2022

***** Dee
BBB of the Mid-South
3693 *************
*******,** 38125

RE:      ***************************; AHS Home Protection Plan No. *********; Complaint Case No. 17584117

Dear **********:

American Home Shield of *******, **** (AHS) is in receipt of your letter dated July 18,2022, advising of above referenced complaint. The letter has been forwarded to me for review and response.

I have reviewed AHS records regarding Ms. ******* air conditioning claim. On June 20, 2022, **************** placed the service request and AHS assigned Integrity Air Conditioning Service **** to diagnose the problem with the air conditioning system. Under a service recall Integrity Air Conditioning Service **** reported to AHS that the condenser coil was leaking due to water damage from getting hit by the sprinkler. Section D-6b of Ms. ******* AHS plan provides that AHS is not responsible or liable for covered item repairs or replacements when a malfunction is due to water damage. Section D-8 of Ms. ******* AHS plan further provides that 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. Therefore, AHS is not responsible or liable for the repair or replacement of the air conditioning system.

**************** disputed the diagnosis and in order to resolve the matter, on July 20, 2022, AHS assigned ************************************************ **** to perform a second opinion service request on the air conditioning system. On July 22, 2022, ************************************************ **** reported to AHS that the condenser coil was leaking due to physical damage and advised AHS that this failure was not caused by normal wear and tear. Section D-6a of Ms. ******* AHS plan states that AHS is not responsible or liable for covered item repairs or replacements when a malfunction is due to misuse, abuse, or mistreatment, including but not limited to removal of parts and damage, by people, pests, or pets. Section C-4a of Ms. ******* AHS plan also states that coverage under the agreement is for a covered item malfunction occurring during the plan holders agreement term caused by normal wear and tear of the covered item. Therefore, based upon the diagnosis from two licensed and insured service contractor the failure to the condenser coil was not caused by normal wear and tear and has rightfully been denied by AHS.

Thank you for your consideration.

Sincerely,

AMERICAN HOME SHIELD OF *******, INC.

***** Cody
Customer & Regulatory Claim Resolution Specialist
Customer Answer
Date: 07/28/2022

Complaint: 17584117

I am rejecting this response because:this failure was not due to a sprinkler system spraying water on condenser, I stated to them that my sprinkler system has never worked and I have never used it. if that was the case, what happens when it rains and the condenser has been sitting in the rain all its time?? that was very stupid to say such a thing. they knew it was old and just did not want to replace the unit, so they came up with this silly ideas with the sprinklers. I asked for a second opinion and they sent another company, that stated they have never heard of that to happen. but, they stated to me that somebody damaged the coil. the only people I let work on my system were their people if that was the case. I have always called AHS for all my repairs. I just don't trust them because I have been with the company for almost 20 years, so why would I make up any of this. I have heard every repair person who came to my house tell me they will not replace my unit. After going back forth with them with no success,I had to buy a new system. And I will be not renew my contract with them in the future, I will find another company. They let me down big time. With the years I have been with them , I have paid for a unit 3 times over.
***************************

Sincerely,

***************************
Business Response
Date: 08/04/2022
August 4,2022

***** Dee
BBB of the Mid-South
3693 *************
*******,** 38125

RE:        ***************************; AHS Home Protection Plan No. 603037698;Complaint Case No. 17584117

Dear **********:

American Home Shield of *******, **** (AHS) is in receipt of your letter dated July 28,2022, regarding the above referenced complaint.

AHS does apologize for Ms. ******* frustration regarding the matter; however, AHSletter dated July 27, 2022, does correctly state AHS position with respect to the air conditioning claim based upon the diagnosis reported by Integrity Air Conditioning Service **** and Third Generation Plumbing & Mechanical Company **** Therefore, AHS has rightfully denied the claim.

In light of Ms. ******* frustration AHS is now refunding the $75.00 trade service call fee with respect to the air conditioning claim.

Thank you for your consideration.

Sincerely,

AMERICAN HOME SHIELD OF *******, INC.

***** Cody
Customer & Regulatory Claim 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 submitted a claim through American Homeshield for my AC not cooling properly. On June 16th a technician came out and advised we needed a whole new system. Equipment was supposedly ordered on 06/18. That following week I was advised what my out of pocket would be and was totally fine with that. On the week of the 4th our contractor advised our air handler and heating kit were still missing so we could not get our AC fixed just yet. American homeshield advised the missing equipment would be in by the end within 24/48 hours. The equipment never came in. My contractor and I both called through out this same week and then was advised it would be the end of the week which was 07/08/2022. Still no parts by 07/08/2022. I called the following week and was advised that they had to change suppliers because the part was out of stock and it would be in 07/15. I called on 07/15. I spoke to someone from the PARTS DEPARTMENT and they advised the air handler was available but the heating kit was still out of stock. My contractor New Phase Heating and Cooling advised that was fine he can go buy the heating kit somewhere else but he will need to retrieve the air handler. The rep advised he would get us this pick up number and would send an email within the next few hours. I did not hear back from the rep and my contractor never received an email. I called American Homeshield AGAIN to advise we need the pick up information so my contractor can get our air handler. They advised the PARTS department was closed till Monday and the rep from the parts department sent an email to the equipment supplier and would have a response in 24/48 hours. Here it is 24/48 hours later and I or my contractor have not received any updates. American Homeshield reps are not worth a damn! I have been without air for going on almost a month and a half. All I'm needing is a pick up number so my contractor can get our air handler! The contractor is already willing to buy the missing piece! I need this done!
Business Response
Date: 07/25/2022
July 25,2022

***** Morrison
BBB of the Mid-South
3693 *************
*******, ** 38125

RE:         *************************; AHS Home Protection Plan No. 589235068;Complaint Case No. 17583948

Dear ***************************:

American Home Shield Corporation (AHS) is in receipt of your letter dated July 18,2022, advising of the above referenced complaint. The letter has been forwarded to me for review and response.

I have reviewed AHS records regarding Ms. ******** air conditioning claim. On June 14, 2022, ****************** placed the service request and AHS assigned New Phase Comfort Heating and Cool to diagnose the problem with the air conditioning system. New Phase Comfort Heating and Cool advised that the service was completed on or around June 16, 2022.

On June 18, 2022, ****************** advised AHS that she was still having a problem with the air conditioning system and AHS assigned New Phase Comfort Heating and Cool to run the service recall. On June 24, 2022, New Phase Comfort Heating and Cool reported to AHS that the condenser coil was leaking and recommended the replacement of the heat pump condenser and air handling unit. On June 24, 2022, AHS approved the replacement of the heat pump condenser and air handling unit based upon the terms and conditions of the AHS plan. The equipment was ordered by AHS through our suppliers based upon the model information provided by New Phase Comfort Heating and Cool; however, when the technician went to pick up the ordered equipment only the heat pump condenser was available. The air handling unit order was transferred to another supply house for New Phase Comfort Heating and Cool to pick up and AHS records indicate that the installation of the new heat pump condenser and air handling unit was completed on July 19, 2022.

Section I-9 of Ms. ******** AHS plan states that AHS is not responsible or liable for any delay in service or failure to provide service caused by conditions beyond AHScontrol. However, in light of Ms. ******** frustration AHS is now waiving the trade service call fee for this air conditioning claim for a refund. AHS is returning the $100.00 trade service call fee amount back to Ms. ******** payment source.Please allow 30 days for the payment source to process the refund from AHS.

Thank you for your consideration.

Sincerely,

AMERICAN HOME SHIELD CORPORATION

***** Cody
Customer & Regulatory Claim 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 paid for the service order on 6/28/2022, it's been 3 weeks and my service request has not been completed, there has been a lack of communication between American Home Shield and the contractor's part. A lack of action being taken and the blame game between those 2 parties for the delays. 3 weeks of having someone wait for an ac unit to be repaired in the summertime in ***** should not be allowed. I've been asking for a new contractor because they are not giving AHS what they need to proceed with my request!! They do not answer the calls made and AHS does not follow up to resolve issues, they just put notes on the account. That is not going to resolve the lack of action by the contractor. I've called over 20 times to ask for updates and get the same response. My next complaint will be to INDOOR COOLING AND HEATING SERVICES.
Business Response
Date: 07/27/2022
July 27, 2022

***** Dee
BBB of the Mid-South
3693 *************
*******,** 38125

RE:      ********************************* Home Protection Plan No. *********; Complaint Case No. 17584101

Dear **********:

American Home Shield of *****, **** (AHS) is in receipt of your letter dated July 18,2022, advising of above referenced complaint. The letter has been forwarded to me for review and response.

I have reviewed AHS records regarding the air conditioning claim for the property located at ********************************************************************************* for the plan holder ***************************. On June 28, 2022, the service request was placed through AHSautomated system and AHS assigned Indoor Cooling & Heating to diagnose the problem with the air conditioning system. AHS made multiple attempts to verify the diagnosis and repair status from Indoor Cooling & Heating with no detailed response.In order to resolve the matter on July 21, 2022, the service request was transferred to ***** Brothers A/C & Heating and AHS refunded the $85.00 trade service call fee as a courtesy.

On July 23, 2022, ***** Brothers A/C & Heating reported to AHS that the blower motor, circuit board and contactor has shorted out due to a power surge.Section D-6b of ***************************** AHS plan provides that AHS is not responsible or liable for covered item repairs or replacements when a malfunction is due to electrical failure or surge. Therefore, AHS is rightfully not responsible or liable for the repair or replacement of the package air conditioning system.

Thank you for your consideration.

Sincerely,

AMERICAN HOME SHIELD OF *****, INC.

***** Cody
Customer & Regulatory Claim 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 *** King *** fired vented room heater with thermostat. Our heater stopped working at ********************************************************************. I placed a call with American Home Shield (AHS) 12/29/21. Contract #*********. I have paid $75 for my work order. They originally cancelled the call saying they do not cover this item. However, I have placed many work orders in the past and AHS has serviced it every time. I was able to reopen a work order #******** on 1/22/22. Super Air diagnosed the problem but said the unit needs to be replaced due to an unrepairable *** valve that has compromised the unit and they do not do this work. Another WO #******** was opened with ******* Air 2/5/22. The same diagnosis resulting in recommended replacement but they also do not do this work. I requested a payout to find my own vendor. However, AHS insisted they will try to find another vendor, but week after week, no vendor was found. They then insisted to send an electrician to confirm power to the unit. The electrician confirmed power. Another work order #********* with ******* Air was created 3/29/22 to correct the problem. However, he had already been to the house and advised that the unit needs to be replaced. Despite ********* repeated attempts to explain that the unit is covered under the contract, AHS denied the claim citing Section ** **** No. 1. Refer to attached letter and contract. The unit is NOT a portable heater. It is a freestanding unit, not wall mounted, but is fixed to the floor with a flu attached to the ceiling. I am requesting a payout to replace the unit.
Business Response
Date: 07/22/2022

July 22, 2022

***************************
BBB of the Mid-South
3693 *************
*******, ** 38125

RE:      ******** Ai; AHS Plan No. *********; BBB Complaint Case No. 17583475

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 AHSrecords with regard to the customers complaint. On March 29, 2022, service was requested for a wall furnace and the request was dispatched to ******************************* & Heating to diagnose the issue. The company reported to AHS that the unit was a freestanding single room heater that was not within the wall.Section F.1 of the warranty plan states that components and parts of forced air, geothermal, wall mounted heaters, floor furnaces, package units, heat pumps, mini-splits, hot water or steam circulating heat, and electric baseboards are covered. Free standing heaters are not covered. As Ms. *** type of heater is not listed as a covered item, coverage to repair the unit was denied.

With regard to the service request placed on December 29, 2021, Super Air reported to AHS that they were not able to diagnose this type of unit. The service request was transferred to ****************** and coverage was subsequently denied as this type of unit is not covered by the warranty plan.

Thank you for your consideration.

Sincerely,

AMERICAN HOME SHIELD OF **********, ****
Customer Answer
Date: 09/19/2022

Complaint: ********

*****,

With regard to complaint #********, the claim to repair/replace my heating unit was denied due to American Home Shield deeming the type of heating unit to not be included in the list of those covered in my contract. The unit is a gas fired vented room heater which is a forced air (gas) unit which is covered. It is not on the list of excluded units on the contract. It is NOT a portable heater that plugs into the outlet. They did try to argue that, but it is untrue. American Home Shield has been out to service this unit several times in the past. I told this to the supervisor many times to no avail. I have attached email confirmations evidencing sending out Eco Systems Heating & Air as well as a text message showing that the unit has been previously serviced by American Home Shield. Resolution is requested with a payout due to the fact that the heating unit is covered under the contract as evidenced by past servicing of this item.

Sincerely,
*******************
Business Response
Date: 09/26/2022

September 26, 2022

*****************
BBB of the Mid-South
3693 *************
*******, ** 38125

RE:      *******************; AHS Plan No. *********; BBB Complaint Case No. 17583475

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 previous correspondence accurately stated the information in our records, as well as AHS position. If Ms. ** is in possession of contradictory information from a licensed and insured heating company, she may forward the detailed information for review. The requested information should include a breakdown of the costs incurred or estimated to repair the issue, as well as the technicians diagnosis of what caused the failure and the type of system the unit is. When I have received and reviewed the requested information, the customer will be further advised of ********************** position. Otherwise, without contradictory information, I find that coverage of the furnace was rightfully denied.

Thank you for your consideration.

Sincerely,

AMERICAN HOME SHIELD OF **********, ****

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