Complaints

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

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  American Home Shield

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

  
• 

  American Home Shield Corporation

  1051 N Kirk Rd Batavia, IL 60510

• 

  Home Security of America, Inc.

  PO Box 650993 Dallas, TX 75265

• 

  Home Security of America

  Unlisted Milwaukee, WI 53201

  
• 

  American Home Shield

  Macon, GA 31210

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

• Initial Complaint

  Date:07/18/2022

  Type:Service or Repair Issues
  Status:

  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.

  AIr Conditioning System went down on Jul 11 and opened a service request *********. Technician Didn't come out until Thursday , Four days from the Service Request *********. The Technician Diagnosed the problem and requested a replacement of the system and from them on AHS is dragging it feet on the response. They keep telling Technician didn't send all details. Its been More than 7 days from the issue and still don't have working Air Conditioning system. Requesting a Replacement or Repair ASAP.Thanks ******************* **********

  

  Business Response

  Date: 07/29/2022

  July 29, 2022
  
  
  *****************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: *******************; AHS Plan No. *********; BBB Case No. 17583749
  
  Dear **********:
  
  American Home Shield ("AHS")is in receipt of your letter advising of the above referenced complaint.  Your letter has been forwarded to me for review and response.
  
  I have reviewed AHS records regarding this matter.  On July 11, 2022, a service request was placed on the air conditioner and Healthy Duct Cleaning Services was dispatched to diagnose any problems. On July 18, 2022, Healthy Duct Cleaning Services requested the service request be transferred to a different contractor.  The same day AHS dispatched MS ***************************** to diagnose the air conditioner.  On July 22, 2022, it was reported the compressor needed to be replaced and AHS authorized that repair.  On July 26,2022, MS. ************************ ***** advised they needed to return to the property and a recall was placed.  MS ************************ *****advised AHS the service request was complete the same day.  If the plan holder has any additional questions or concerns, AHS Customer ********************** Department can be contacted at **************.
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield of **********, Inc.
  
  *****************************
  Claims Resolution Specialist

  Customer Answer

  Date: 08/03/2022

  Complaint: 17583749
  
  I am rejecting this response because:
  It's been one week less than a month and i still don't have A/C working at my home, After July 22nd visit MS *********************** Never visited my home again until Aug 03. Not sure why the comments say they had recall on July 26
  1. scroll cage for Blower  Motor is broken and yet to be replaced with new replacement date of Aug 8 . MS *********************** came to replace it on Aug 3 but came with wrong part. Not sure if they will have correct part when they visit again for Aug 8.
  2. Regarding A/C condensor. It is back-ordered for 4 -6 weeks . The option given to me was to wait for that long or i have to pay close to $6K dollars to have A/C Condensor and Evaparator Coil replaced. Which looks like the company is taking advantage of my situation instead of helping me.

  
  I am not sure i am being helped here for pay $85 per month for insurance for last couple of years. Dont remmber how long i am with AHS. atleast a  minimum of 3 years. May be close to 5+ years a minimum. I paid premiums for  years in the end when i need the service i am being asked to pay $6K.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 08/12/2022

  August 12, 2022
  
  
  *****************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: *******************; AHS Plan No. *********; BBB Case No. 17583749
  
  Dear **********:
  
  American Home Shield (AHS) is in receipt of your letter enclosing additional correspondence from plan holder.
  
  AHS has previously received and reviewed plan holder's complaint and stated its position regarding this matter.  On July 22, 2022, it was reported the compressor needed to be replaced and AHS authorized that repair.  Unfortunately, it does appear there would be a 4 to 6-week delay in obtaining the compressor required to complete this repair.  Section I.9 of the warranty plan states AHS is not responsible or liable for any delay in service or failure to provide service caused by conditions beyond AHSs control.  MS *********************** offered to allow the plan holder to upgrade their HVAC equipment with them. AHS records indicate the plan holder did elect to upgrade their HVAC equipment.  If this was not the plan holders decision, they will need to contact AHS directly. 
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield of **********, Inc.
  
  *****************************
  Claims Resolution Specialist

• Initial Complaint

  Date:07/18/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a combo contract with AHS# *********. I place a service call on 6-24-22 my A/C unit wasnt. Cooling .I live in ******* and we are currently in a extreme heat temperance in the ninety with heat index between ******* degree.They sent out a company fire and ice. The check the unit and stated it needed a compressor so they sent the ticket to ahs for approval.I received a call from ahs on a recorded line stated my out of pocket cost. I was told the 8 pound of Freon was $109 a pound and ahs would pay $10 credit per pound .I was told I had to be upgraded and that was $200 the contract cover the compressed so about $1000 out of pocket .The part was ordered and it arrived on 7/8/22 the tech can on 7/9/22 and install the compressor .The coil was frozen so the tech had to turn on heater to melt the coil.He install the 8 pound of Freon to the A/C the 14 pound Freon my unit had 22 pound Freon in it. So my A/C had 14 pound and my furnace had the 22 pound in the coil.You cannot mix Freon and my furnace got damaged .I Sunday 7/10/22 I received a email to upgrade my plan to a platinum plan .AHS call and verified my name,email,address etc but they upgraded the wrong address and they said sorry but I miss the upgrade deadline and they cant correct it. I call ahs on 7/11/12 to send another tech out because unit was still not working.He came on 7-11-22 and said the furnace need an evaporator coil and said you cant put 14 pound Freon with 22 pound the second out of pocket was $1528 .I call ahs and requested a cash out and I would get another vendor.I call ******* air conditioning and they install a new A/C and furnace on 7/15/22 .AHS need to refund me my $75service fee,$1579 out of pocket fee .The damaged that was done to my furnace need a settlement .

  

  Business Response

  Date: 07/26/2022

  July 26, 2022
  
  *************************
  BBB of the Mid-South
  3693 *************
  *******,** 38125
  
  RE:         *********************, AHS Plan No. *********; BBB Case No. 17583310
  
  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.
  
  On June 24, 2022, ************************************* was authorized to replace a faulty compressor on the heat pump system. Section A-4 of the AHS plan provides that when making replacements, AHS is responsible for installing replacement equipment and parts of similar features, capacity, and efficiency, but not for matching dimensions, brand or color.  ************************************ has reported to AHS that the faulty ******** scroll compressor was replaced with an Arrco scroll compressor and R-22 was added back to the unit.  ************** was responsible for the non-covered modifications (Section I-4b) and refrigerant in excess of the contract limit (Section E-1).
  
  On July 11, 2022, a recall was placed (Section D-2) and ************************************ was dispatched back to the home to diagnose any further problems with the heat pump system.  It was reported to AHS that the evaporator coil had failed due to normal wear and tear.  AHS authorized the service contractor to replace the evaporator coil.  As referenced above, ************** was responsible for the non-covered modifications based on the terms of the plan.  In the alternative, ************** was offered the option of a cash reimbursement in the amount of $210.00 in lieu of the evaporator coil replacement based on AHS costs and the provisions of Section A-5c.
  
  It appears that ************** hired an independent service contractor outside of the AHS warranty to replace the entire heat pump system and the furnace without authorization to do so.  Section C-1c provides that AHS will not reimburse for services performed without its prior approval.  ************** has also alleged that ************************************ performed negligent repairs causing damages.  Section I-8 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.  Therefore, AHS denies any liability with respect to any damages that *** have been incurred.  If ************** feels the service contractor is at fault for any damages, he *** contact ************************************* directly to further discuss this matter as they should be insured for such occurrences.
  
  In an attempt to amicably resolve this matter, although not obligated to do so, AHS will reimburse ************** the previously offered $210.00 plus an additional $290.00 for a total reimbursement in the amount of $500.00 for the evaporator coil replacement.  ************** can expect to receive a reimbursement check in the amount of $500.00 in approximately ***** business days.
  
  Thank you for your consideration.
  
  Sincerely,
  AMERICAN HOME SHIELD CORPORATION
  
  
  **** Nelson 
  Claims Resolution Specialist 
  1524 ***************************************** 51401 
  Fax:************ 
  Email: ************************************************************ 
  
  
  
  

  Customer Answer

  Date: 07/27/2022

   
  Complaint: 17583310
  I paid a $75 service fee.An out of pocket of $1579 the tech put in the wrong Freon which damaged the furnace . The tech put 14 pound Freon to the ** and the system was a 22 pound .The coil on the furnace was damaged .The second tech from fire and ice inform me of the problem .The heat in Alabama is I. The ninety with heat index in the  hundreds .Timings is important in the contract if they cant fix the unit to replace .
  I am rejecting this response because:
  Document submitted the two work order and my out of pocket to replace unit 
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/01/2022

  August 1, 2022
  
  *************************
  BBB of the Mid-South
  3693 *************
  *******,** 38125
  
  RE:         *********************, AHS Plan No. *********; BBB Case No. 17583310
  
  Dear *************************:
  
  American Home Shield (AHS) is in receipt of your letter enclosing additional correspondence from **************.
  
  AHS does apologize for Mr. ****** frustration regarding this matter.  However, my previous letter dated July 26,2022, accurately and correctly stated AHS position regarding this matter.  AHS position does remain unchanged.  Section C-1c provides that AHS will not reimburse for services performed without its prior approval.  Therefore, AHS will not reimburse ************** for the unauthorized replacement of the furnace. 
  
  ************* has also alleged that ************************************* performed negligent repairs causing damages. Section I-8 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. AHS denies any liability with respect to any damages that *** have been incurred.  ************************************ have denied Mr. ****** allegations. However, if ************** feels the service contractor is at fault for any damages, he *** contact ************************************* directly to further discuss this matter as they should be insured for such occurrences.
  
  Although not obligated to do so, AHS previously agreed to reimburse ************** a total amount of $500.00 for the evaporator coil replacement and a reimbursement check (#********) in the amount of $500.00 was sent to ************** on July 29,2022.  Unfortunately, there is nothing further AHS will do with respect to this matter and we will be closing our file.
  
  Thank you for your consideration.
  
  Sincerely,
  AMERICAN HOME SHIELD CORPORATION
  
  **** Nelson 
  Claims Resolution Specialist 
  1524 ****************************************************************************************************************************************************************************************************************************;

• Initial Complaint

  Date:07/18/2022

  Type:Delivery 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 reported an ac problem no air since may2022. They referred my claim to ******************. They have been to my home 4 times and the ac unit is only 1 year old was installed on **** bought home in ****. Was told by ***** that Rheem will not replace outside unit only parts. And was informed today that the part to be replaced was on backorder till oct 2022. I am living with 2 small ac units, 3 fans and 2 ceiling fans which is not keeping my home cool. The rheem is a lemon.

  

  Business Response

  Date: 07/29/2022

  July 29, 2022
  
  
  *****************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: *****************; AHS Plan No. *********; BBB Case No. 17583644
  
  Dear **********:
  
  American Home Shield ("AHS")is in receipt of your letter advising of the above referenced complaint.  Your letter has been forwarded to me for review and response.
  
  I have reviewed AHS records regarding this matter.  AHS does apologize for the plan holders frustrations regarding this matter.  Unfortunately, it does appear there was a delay completing the repair of the air conditioner as the parts were under manufacturer warranty.  Section A.6 of the warranty plan states AHS will not repair or replace malfunctions covered by a manufacturer, distributor, builder, or an extended warranty.  Section I.9 of the warranty plan states AHS is not responsible or liable for any delay in service or failure to provide service caused by conditions beyond AHSs control.  Therefore, AHS denies liability associated with manufacturers delays of parts that are under their warranty.  Unfortunately, AHS has no control over the manufacturers process.  Although not liable to do so, AHS has agreed to reimburse the $100 trade service call fee paid for this service request.  The plan holder can expect to receive that reimbursement within 10 to 14 business days.
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield Corporation
  
  *****************************
  Claims Resolution Specialist

• 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.

  AHS service request entered early am on 7/14/22 due to AC not working. Multiple calls placed to service center due to no response and when response recieved was told they had 24-48hours to secure a contractor. When asked to speak with a supervisor was told "a ticket request was placed and one would contact me in 24 -48 hours". Recieved an email after midnight that a contractor was secured and would contact me. 7/15/22 at 908am was given a service date and time of 7/18/22 (well over 48 hours later) between 10 and 2. 7/18/22 the contractor canceled my service request and I still have not been contacted by a supervisor from AHS. Their customer ********************** representative informed me I would have to enter a new service request and pay another service request fee.

  

  Business Response

  Date: 07/26/2022

  July 26, 2022
  
  *********************
  BBB of the Mid-South
  3693 *************
  *******,** 38125
  
  RE:         *************************, AHS Plan No. *********; BBB Case No. ********
  
  Dear *********:
  
  American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint.  Your letter has been forwarded to me for review and response.
  
  On July 14, 2022, a service request was placed for an air conditioning system and Military Air A/C & Heating was dispatched to diagnose any problems.  The service contractor contacted ****************** on July 15, 2022, to schedule an appointment. It was also reported to AHS that the technician was in an accident on July 18, 2022, and ****************** declined to reschedule the appointment.  AHS has waived the trade service call fee and a $100 trade service call fee reimbursement will be issued back to the payment source from which payment was made in approximately ***** business days.
  
  On July 18, 2022, a new service request was placed and Military Air A/C & Heating was dispatched to diagnose any problems. The trade service call fee was waived by AHS and not charged to ******************.  It appears that ****************** declined service and requested to cancel the AHS plan. The AHS plan has been cancelled per request and according to the provisions of Section L-4 with a $30.63 administrative fee due.  Although not obligated to do so, AHS has waived the administrative fee that was due and ****************** can disregard any ******** that *** cross in the mail.  AHS does apologize for Ms. ******** frustration regarding this matter.
  
  Thank you for your consideration.
  
  Sincerely,
  AMERICAN HOME SHIELD OF *****, INC.
  
  
  **** Nelson 
  Claims Resolution Specialist 
  1524 ***************************************** 51401 
  Fax:************ 
  Email: ************************************************************ 
  

• 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.

  Repair for a central a/c unit submitted on 6-22-2022.Contractor showed for the service call on 6-24-2022. Examined the a/c and central heating unit and disclosed that both units would have to be replaced.After numerous telephone conversations between the assigned contractor and AHS nothing has been accomplished as of 7-18-2022.AHS continues to place calls on hold, transfer to unanswered extensions and refuses to provide any information as to the status of the work request. NO ONE at AHS will escalate my phone calls to a person with an ounce of authority or knowledge.

  

  Business Response

  Date: 07/29/2022

  July 29, 2022
  
  
  *****************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: *********************;AHS Plan No. *********; BBB Case No. 17583374
  
  Dear **********:
  
  American Home Shield ("AHS")is in receipt of your letter advising of the above referenced complaint.  Your letter has been forwarded to me for review and response.
  
  I have reviewed AHS records regarding this matter.  On June 22, 2022, a service request was placed on the air conditioner and Phoenix Plumbing Heating and Air was dispatched to diagnose any problems. Phoenix Plumbing Heating and Air reported the condenser and evaporator coil needed to be replaced and AHS authorized that repair in accordance with the provisions of the warranty plan.  AHSrecords indicate the condenser and evaporator coil have been ordered. 
  
  On July 18, 2022, a service request was placed on the furnace and Phoenix Plumbing Heating and Air was dispatched to diagnose any problems.  On July 23, 2022,it was reported the furnace needed to be replaced.  AHS authorized the replacement of the furnace in accordance with the provisions of the warranty plan.  On July 28, 2022, it does appear the furnace is being reordered.  AHS is awaiting the ************************** to process that order. AHS will continue to work with the plan holder directly to ensure this matter is resolved in accordance with the terms of the warranty. 
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield of **********, Inc.
  
  *****************************
  Claims Resolution Specialist

• Initial Complaint

  Date:07/18/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have a contract that we pay a monthly fee for. We notified them 2 weeks ago about an air conditioning issue and filed a request for repairs. We have had 2 companies assigned, yet neither contacted us because they don't provide services to our area. When we call to check, they have issues finding out contract (yet they withdraw $43.74 EVERY MONTH). Today our contract shows no outstanding service. We are having a heat wave with an AC that is barely working. We need our AC repaired or the deposit of $100 plus the last year's worth of payments refunded so we can have the repairs done ourselves.

  

  Business Response

  Date: 07/28/2022

  July 28,2022
  
  *********************
  BBB of the Mid-South
  3693 *************
  *******,** 38125
  
  RE:         *********************, AHS Plan No. *********; BBB Case No. ********
  
  Dear *********:
  
  American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint.  Your letter has been forwarded to me for review and response.
  
  On July 6,2022, a service request was placed for an air conditioning system and Freedom Htg & Cooling was dispatched to diagnose any problems.  The service contractor requested that AHS transfer the service request to a different company as they were unable to provide service at that time.  On July 12, 2022,KRP Services Heating & Cooling was dispatched to the home.  The records indicate that the service request was cancelled as of July 13, 2022; and the $100 trade service call fee is being reimbursed back to the payment source from which payment was made.
  
  On July 18, 2022, a new service request was placed and Freedom Htg & Cooling was dispatched to diagnose any problems.  On July 21, 2022, ************** requested to cancel the service request indicating that an outside company was hired to complete the repairs.  The service request was cancelled per request and a trade service call fee was not charged. Section C-1c of the AHS plan provides that AHS will not reimburse for services performed without its prior approval. However, in an attempt to amicably resolve this matter, AHS is willing to review a copy of Mr. ****** invoice for possible reimbursement of any covered costs.  The invoice should describe what malfunctions were found with the air conditioning system, what work was performed, and the total costs incurred. Once I receive and review the requested invoice, I will advise you of AHS position regarding this matter.
  
  Thank you for your consideration.
  
  Sincerely,
  AMERICAN HOME SHIELD CORPORATION
  
  
  **** Nelson 
  Claims Resolution Specialist 
  1524 ****************************************************************************************************************************************************************************************************************************;

  Customer Answer

  Date: 07/28/2022

   
  Complaint: 17583323
  
  I am rejecting this response because:
  I DID NOT cancel the July 13 service request! I was told this had AGAIN been canceled by the service company as my house was outside their service area. That is why I called AGAIN to set up another service call. At this point, we were almost 3 weeks into a heat wave in the Midwest. We were told that we would be charged another $100 service fee. They were also going to have to reach a dispatcher to find a different service company because both of the companies they had sent requests to declined. They set up another appointment with the original first company, they declined to service us initially, I was NOT interested in doing business with a company that originally declined the request to WAIT again. To date we have NOT received our $200 (2 service calls at $100 each) refund. We did end our contract with this company, we would appreciate the money they owe us. We don't even have a pending refund as shown on my wife's credit card.
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/01/2022

  August 1,2022
  
  ***************************
  BBB of the Mid-South
  3693 *************
  *******,** 38125
  
  RE:         *********************, AHS Plan No. *********; BBB Case No. ********
  
  Dear ***************************:
  
  American Home Shield (AHS) is in receipt of your letter enclosing additional correspondence from **************.
  
  Please allow approximately ***** business days for the trade service call fee reimbursement to be processed and received.  AHS previously requested a copy of ********** invoice from the outside company hired to complete the air conditioning repairs. To date, the requested invoice has not been received for further review and possible reimbursement of any covered costs.  AHS does apologize for ********** frustration regarding this matter. 
  
  Thank you for your consideration.
  
  Sincerely,
  AMERICAN HOME SHIELD CORPORATION
  
  
  **** Nelson 
  Claims Resolution Specialist 
  1524 ****************************************************************************************************************************************************************************************************************************;

  Customer Answer

  Date: 08/01/2022

   
  Complaint: 17583323
  
  I am rejecting this response because:
  I have attached a copy of the invoice for having the air conditioner repaired. We have not received any request for the invoice until now. We are still awaiting the refund for the most recent service fee. We are watching our credit card daily.
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/05/2022

  August 5,2022
  
  ***************************
  BBB of the Mid-South
  3693 *************
  *******,** 38125
  
  RE:         *********************, AHS Plan No. *********; BBB Case No. ********
  
  Dear ***************************:
  
  American Home Shield (AHS) is in receipt of your letter enclosing additional correspondence from **************.
  
  AHS is in receipt of the previously requested invoice per my letter dated July 28,2022.  In an attempt to amicably resolve this matter, AHS will reimburse ************** for the air conditioning repairs and ************** can expect to receive a reimbursement check in the amount of $120 in approximately ***** business days.  The records indicate that the $100 trade service call fee was reimbursed back to the payment source on August 3, 2022.  Therefore,it appears that this matter is being resolved and AHS will be closing its file.  Again, AHS does apologize for ********* frustration regarding this matter.
  
  Thank you for your consideration.
  
  Sincerely,
  AMERICAN HOME SHIELD CORPORATION
  
  
  **** Nelson 
  Claims Resolution Specialist 
  1524 ****************************************************************************************************************************************************************************************************************************;

• Initial Complaint

  Date:07/18/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've had a home warranty policy with American Home Shield for the past 8 years. They've been consistently difficult to deal with the entire time, and I've had to file complaints with the ********** of ********* to compel them to comply with their obligations under the contract Most recently, I sold my house in May 2022. As part of the house sale, I purchased a new policy for the new homebuyers through American Home Shield. Given that they issued a new policy on the same house, same address, and had been notified of the home sale, I understood that American Home Shield would be cancelling my existing policy. However, I realized in July 2022 that American Home Shield had continued to auto charge *** policy for an additional 3 months. I then called to again request cancellation of the policy, and American Home Shield is telling me I owe an additional payment in order to cancel the policy (which should have been cancelled months ago).

  

  Business Response

  Date: 07/26/2022

  July 26, 2022
  
  *********************
  BBB of the Mid-South
  3693 *************
  *******,** 38125
  
  RE:         *******************, AHS Plan No. *********; BBB Case No. ********
  
  Dear *********:
  
  American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint.  Your letter has been forwarded to me for review and response.
  
  AHS does apologize for ************** frustration regarding this matter.  In an attempt to amicably resolve this matter AHS has waived the $55.98 administrative fee due at the time of cancellation (Section A.4.c) and ************** can disregard any ******** that *** cross in the mail.  AHS will also reimburse two (2)$63.99 payments received on June 7, 2022, and on July 7, 2022, for a total reimbursement in the amount of $127.98 which will be issued back to the payment source from which payment was made in approximately ***** business days.
  
  Thank you for your consideration.
  
  Sincerely,
  AMERICAN HOME SHIELD OF **********, INC.
  
  
  **** Nelson 
  Claims Resolution Specialist 
  1524 ***************************************** 51401 
  Fax:************ 
  Email: ************************************************************ 
  
  

  Customer Answer

  Date: 07/26/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer for five years I have had to have my dishwasher fixed three times for the same issue and they have yet to replace it . My current ticket for the same issue is the third time we have filed a claim for same thing, it has still not been fixed and they continue to blame it on the technician . The technician says it is out of his hand . I have asked for replacement and continue to get a run around it has been 90 days . I have asked to cancel and they tell me someone will call me back . And nothing

  

  Business Response

  Date: 07/22/2022

  July 22, 2022
  
  *************************
  BBB of the Mid-South
  3693 *************
  *******,** 38125
  
  RE:*************************; AHS Plan No. *********; BBB Case No. 17582775
  
  Dear ********************:
  
  American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint.  Your letter has been forwarded to me for review and response.
  
  I have reviewed AHS records regarding this matter and find a service request was placed for the dishwasher on May 18, 2022 and ***** was dispatched to diagnose any problems.  It is noted from ***** that the upper rack on the dishwasher, slides, and adjusters will need to be replaced and ***** ordered these parts. Unfortunately, there appears to be a delay in obtaining all the necessary parts for the repair. 
  
  AHS has made the decision to replace the dishwasher due to the parts are no longer available for the repair.  C.7 of the agreement plan states AHS will use reasonable efforts to install covered items or parts of covered items of similar capacity, capability, color, and finish,but AHS is not responsible for matching dimensions or brand. AHS is not responsible for repairing, replacing, or matching any feature of a covered item that does not contribute to the primary function of that covered item.
  
  AHSAppliance ********************* will contact ****************** to review the replacement options in accordance with the terms of the warranty plan.  ****************** is welcome to contact the AHS Appliance ********************* directly at ************** for any further assistance with respect to the dishwasher replacement.
  
  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 spent $75 to put in a claim for my AC not working on 6/27 with American Home shield. I live in ** with infants and special needs children, my inside temp was between ****** degrees. They couldnt get anyone out until the following week. The contractor came, spent 5 min in my attic and 5 min outside at the unit. He told me my coil was bad because of a kink in the pipe, which caused a leak and to ruin my coil. He wrote it up like that to AHS and my claim was denied. I got a generic email stating that I needed to call AHS on July 6th. I called them and they said the issue was the kink in the pipe, so they were denying the claim. I asked for a second opinion and it was suppoed to be settled and they were going to send someone else out. I had another company out in the meantime, trying to get my AC up so my kids dont have heat stroke, and the **** IS FINE. There is NO leak in the kinked pipe WHATSOEVER. The leak is on the SERVICE VALVE on the outside of the unit!! So I called back the morning of 7/18 and was trying to see where the companies second opinion tech is scheduled and they said that I have to pay ANOTHER $75 to get someone else out. I am currently working with the owner of the contrator initially sent, to see if they can get this resolved, but I will be canceling my AHS policy because the call center reps refused to allow me to elevate my complaint and were completely uncaring and rude. Such a frustrating situation and poor customer servie on the part of **********************.

  

  Business Response

  Date: 07/22/2022

  July 22, 2022
  
  ***************************
  BBB of the Mid-South
  3693 *************
  *******,** 38125
  
  RE:*************************; AHS Plan No. *********; BBB Case No. 17582612
  
  Dear ***************************:
  
  American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint.  Your letter has been forwarded to me for review and response.
  
  I have reviewed AHS records regarding this matter and find a service request was placed on June 27, 2022 for the air conditioning system and Efficient Air was dispatched to diagnose any problems.  It was reported by Efficient Air the suction line was damaged under conditions that were not normal wear and tear, causing a failure to the evaporator coil.  Section C.4-a of the agreement plan states coverage under the warranty plan includes malfunctions caused by normal wear and tear of the covered item.  Based on the information received and the terms of the plan, AHS was unable to authorize for any repairs. 
  
  Section B.4 of the agreement plan states the plan holder has the right to request a second opinion of the cause of the malfunction within seven (7) days after AHS informs you that, based on a service contractors diagnosis, a malfunction of a covered item is not covered by your agreement. AHS shall dispatch a different service contractor to render such second opinion provided that a different service contractor is reasonably available in AHS contractor network in your area. If AHS deems that the second opinion also reveals no covered malfunction, you will be responsible for an additional trade service call fee. If AHS deems the second opinion materially different from the initial opinion and indicative of coverage, no additional trade service call fee is due. AHS may obtain additional opinions as needed. AHS will consider the merits of all opinions and decide, in AHS sole discretion, whether to accept coverage.
  
  Although not obligated to, in an attempt to resolve this matter amicably, AHS has dispatched a second opinion vendor at no additional trade service fee cost to *******************.  Crispy Air & ************has been assigned to diagnose any problems with the air conditioning system and the company will be reaching out to ******************** to schedule an appointment.  ******************** may contact Crispy Air & ************ at ************.  AHS will make a coverage decision based on the diagnosis received and according to the terms of the plan. 
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield of *******, Inc.
  
  *************************
  Claims Resolution Specialist 

• Initial Complaint

  Date:07/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a policy with American Home Shield. I requested service for a plumbing stoppage. I made an appointment for their vendor to come out to repair. I waited 5 days for someone to come out and do the repair. A gentleman came out with a plunger, stayed for 5 minutes without snaking the line or doing anything else and left saying that he needed to get an approval for a "sewer" person to come out. By his plunging my kitchen sink repeatedly he left standing water and **** in my sink. The condition was worse than before he came over. Btw - I'm on a septic system, not a sewer system. Did I hear back from them - no. I had to hire another plumbing service to undo what was done to the tune of $500.00 +. So, I called my credit card company and they recovered the $100.00 fee that was paid to AHS. They still show this charge as outstanding. I've contacted them several times and no one has called back to resolve the situation.

  

  Business Response

  Date: 07/22/2022

  July 22, 2022
  
  *****************
  BBB of the Mid-South
  3693 *************
  *******,** 38125
  
  RE:***********************; AHS Plan No. *********; BBB Case No. 17582525
  
  Dear **********:
  
  American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint.  Your letter has been forwarded to me for review and response.
  
  I have reviewed AHS records regarding this matter and find a service request was placed on June 13, 2022 for a stoppage and Prime Plumbing Services LLC was dispatched to diagnose any problems.  Unfortunately,AHS has not received the necessary information in order to make a coverage decision.  AHS does apologize that our services did not meet your expectations.  In light of Ms.Trews dissatisfaction, the trade service fee of $100.00 will be waived and the past due amount of $100.00 will be removed from the account in approximately ***** business days. 
  
  Although not obligated to, in order to resolve this matter amicably, AHS is willing to review the invoice from the plumbing stoppage repair.  The requested information should include an itemized breakdown of the costs incurred or estimated for the repair, as well as the technicians diagnosis of what caused the failure. When I have received and reviewed the requested information, you will be further advised of AHSposition.  
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield Corporation
  
  *************************
  Claims Resolution Specialist