Complaints

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

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  American Home Shield

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

  
• 

  Home Security of America

  Unlisted Milwaukee, WI 53201

  
• 

  American Home Shield Corporation

  1051 N Kirk Rd Batavia, IL 60510

• 

  Home Security of America, Inc.

  PO Box 650993 Dallas, TX 75265

• 

  American Home Shield

  Macon, GA 31210

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

• Initial Complaint

  Date:07/18/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im paying for a warranty with (AHS) American home shield, a whole years didnt call them for anything, now I have 1st call about my A/C and they have failed me. They sent a technician out, first off we called them on the 8th of July, 2022. Now this technician install a little component then he said let me check for leaks, now he say you got a leak, but wait the leak is not the unit he was working on, but all of a sudden the other unit stop working. No he put his stool on top of the copper pipe and that cause the leak, now AHS says the Technician cant make money if they pay for everything. Meaning they are working together to help him make money, be mindful I have the platinum plan. Mean while 7 kids and my wife are sweating since then.

  

  Business Response

  Date: 07/21/2022

  July 21, 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.
  
  I have reviewed AHS records regarding this matter and find a service request was placed on July 13, 2022 for the air conditioning system and ********** LLC was dispatched to diagnose any problems.  It was reported by ********** LLC that there was a refrigerant leak and AHS authorized for the repair.  ********** Mr. ******* was advised of the non-covered costs in the amount of $695 for modifications (Section I.4-b) and refrigerant (Section E.1). The non-covered costs are listed as follows; modifications including line set $305 and refrigerant in the amount of $390.  ******** Mr. ******** agreement plan does cover for the refrigerant and the non-covered costs were adjusted to include only the line set modification for $305.00.  Mr.******* advised AHS that he does not agree with the non-covered costs.  Although not obligated to, in an effort to resolve this matter, AHS has dispatched a second opinion company to diagnose the air conditioning system at no additional trade service call fee.
  
  South Florida Crane & Cooling LLC will be in contact with Mr. ******* to schedule an appointment to diagnose any problems with the air conditioning systems.  AHS will make a coverage decision based on the diagnosis received and according to the terms of the plan.
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield of *******, ****
  
  *************************
  Claims Resolution Specialist 
  

  Customer Answer

  Date: 07/21/2022

   
  Complaint: 17582484
  
  I am rejecting this response because:

  Hello,

  In response to American Home Shield my ac unit is up and running by another company who had no problem coming out to find a solution and the problem was not was what ************** said it is, and was fixed in five minutes by a guy from a company called All around air solutions.  Furthermore ****  went inside home to check air handlers which Yantra guy never did check on the inside to inspect  anything he had a nasty attitude and acted as if he really did not come to do a job.  And also they never responded  to me in response to any money Everytime a call was made which was everyday the answer was always someone will get in contact with ***** since July 8,2022 which was the Platinum plan.  My family suffered in smothering heat since July 8. No help at all from anyone. Paying $55 a month which increased to $69 had this company for over a year this was the first service ever to made them to go through this was the most disgraceful thing ever! Every call I asked to speak with supervisor I was told I cant speak with a supervisor I have to speak with them only. In conclusion I will never  refer this company to anyone only if they love waiting and being put on hold until the end of time. 

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

  

  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 enclosing additional response from Mr. ************** Your letter has been forwarded to me for review and response.
  
  My previous correspondence correctly and accurately states the information in our possession.  AHS does apologize that our services did not meet your expectations. In a final attempt to resolve this matter, AHS will waive the trade service fee for the air conditioning service request in the amount of $100.00. 
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield of *******, ****
  
  *************************
  Claims Resolution Specialist 

  Customer Answer

  Date: 08/01/2022

   
  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: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.

  American home shield home warranty Paid ******* dollars Plus ***** Seevice fee No services performed

  

  Business Response

  Date: 07/23/2022

  July 23, 2022
  
  
  *********************
  BBB of the Mid-South 
  3693 ************* 
  *******, ** 38125 
  
  RE: **************************************; AHS Plan No. *********; BBB Case No. 17582210
  
  Dear **********: 
  
  American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response. 
  
  Thank you for sharing Ms. ********** feedback and we apologize for any frustrations and inconveniences she may have experienced. Our records indicate that a work order for electric was created on 7/12/22 and it was dispatched to ****** Electric, and per the technician, the outlet is outside the main foundation of the home and is not working, and it was denied for outside the main foundation.  Because the technician did go to the home and diagnose the issues with the electrical outlet, the service fee is due, per her contract section D item 1. You are required to pay a Trade Service Call Fee for each trade service request you submit to AHS.  No reimbursements are due.
  
  
  Sincerely,
  
  
  
  
  American Home Shield Corporation

• 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 purchased a home warranty with American Home Shield when I purchased my property back in Feb 2018. Thankfully I've never needed to use their services until the 8th of July 2022 when my ** went out. ***************************** are extremely hot and humid and I have a 1 year old and 5 year old with allergies/hay fever. When I placed the request with American Home Shield their tech stated originally that the ** had just tripped a breaker. Then the ** died again on the 11th of July. Their tech came out again on the 12th now they claim the issue is the compressor. When asked how long the part would take on the 13th they stated 5 business days. I call on the 18th and the part hasn't still hasn't been ordered let alone shipped. So with their estimated 5 more business days just to order the part without shipping would be pushing 3-4 weeks in the middle of July without **. At this point I'm willing and able to replace the ** unit myself but I would like a refund for my entire membership as well as any service fees as this "warranty" provides no benefit if it takes shy of a month to get any work done on the critical appliances that it is advertised to protect.

  

  Business Response

  Date: 07/23/2022

  July 23, 2022
  
  
  *****************************
  BBB of the Mid-South 
  3693 ************* 
  *******, ** 38125 
  
  RE: Holland, Rico; AHS Plan No. *********; BBB Case No. 17581905
  
  Dear ********************: 
  
  American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response. 
  
  Thank you for sharing ******************** feedback and we apologize for any frustrations and inconveniences he may have experienced. Our records indicate that a work order for an air conditioner was created on 7/8/22 and it was dispatched to Comfort Climate Mechanical, and per the technician we will need to replace the compressor, the part has been ordered and the estimate arrival date is 7/27/22, once the part has arrived the technician will contact him to schedule an appointment for installation. On 7/20/22 ****************** cancelled his contract, and there was an early administration cancellation fee of $68.99, and on 7/23/22 paperwork was submitted to waive that fee, please allow ***** days for processing.  Regarding the refund of his warranty cost,because this is a monthly fee for the warranty plan, AHS would not reimburse the cost that is rightfully due for the active warranty plan.
  
  
  Sincerely,
  
  
  
  
  American Home Shield Corporation

  Customer Answer

  Date: 07/29/2022

   
  Complaint: 17581905
  
  I am rejecting this response because: I had no other choice but to purchase a new HVAC unit for $13.9k because I could not and would not wait out almost 3 weeks of July for this company to procure a part that was misdiagnosed when their tech arrived initially and then took them over a week after the re diagnosis to even get a get a part ordered. I will gladly seek my reimbursement through small claims court. As this company which claims to replace faulty equipment did everything other than that claim. 
  
  Sincerely,
  
  Rico Holland

  

  Business Response

  Date: 08/03/2022

  August 3, 2022
  
  
  *********************
  BBB of the Mid-South 
  3693 ************* 
  *******, ** 38125 
  
  RE: Holland, Rico; AHS Plan No. *********; BBB Case No. 17581905
  
  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 allowing us the opportunity to assist ****************** with his complaint, our records indicate that Comfort Climate was servicing the air conditioner unit, and per the technician, we will need to replace the compressor, the compressor was ordered.  On 7/18/22 per technician ****************** refuse to continue service, because he has already hired his own company without prior approval from AHS.  Per his contract section I item 8. 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 was repairing the unit, it was not approved for replacement, and we will not reimburse him for any out of pocket cost. His contract was cancelled in full on 7/20/22.
  
  
  Sincerely,
  
  
  
  
  American Home Shield Corporation

  Customer Answer

  Date: 08/03/2022

   
  Complaint: 17581905
  
  I am rejecting this response because: Their service is a lie, at no time do you see the business state a time frame in which they feel any responsibility to expedite or try to remediate the issue it's "oh we are getting to it". It shouldn't take a week to order a part and when I'm reaching out to you over 20 times a day to get a status for unit covered under a so called "warranty" it should at some point state a the stipulations you are responsible for... Your company wanted to try and part to death an old piece of equipment instead of doing the thing that requires integrity and replace the 10 year plus unit under your "warranty"because your contractor stated as such that it was over 10 years old. But my family is supposed to sit in the heat of July for **** near a month. Again I will see you in court!!!!
  
  Sincerely,
  
  Rico Holland

• Initial Complaint

  Date:07/18/2022

  Type:Sales and Advertising 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 signed up with American home shield in may 2022 and in June I had some issues with AC unit and the company they contracted did not take care of the issue and every time I call American home shield they will say they will call someone to take care of the problem and it has been over a month and its not fixed

  

  Business Response

  Date: 07/25/2022

  July 25, 2022
  
  
  ***************************
  BBB of the Mid-South 
  3693 ************* 
  *******, ** 38125 
  
  RE: Stemmerick, Naima; AHS Plan No. *********; BBB Case No. 17581876
  
  Dear ***************************: 
  
  American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response. 
  
  Thank you for sharing Ms. *********** feedback and we apologize for any frustrations and inconveniences she may have experienced.Our records indicate that on 6/14/22 a work order was created for an air conditioner and for duct work, and it was dispatched to AAA All ****** Appliance,LLC, and per the technician, it was 74 degrees in the home with perfect freon pressures, per the technician,  there are no mechanical failures.  On 7/25/22 paperwork was submitted for refund of her service fee in the amount of $125; please allow ***** business days for processing, payment will be credited back to the original method of payment.
  
  
  Sincerely,
  
  
  
  
  American Home Shield of *******, ****

• Initial Complaint

  Date:07/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  According to the contract where most people would review it, the water heater and garage door parts show as being covered; however,, in a later part of the contract specific parts are called out as not being covered. In ******, most homes have solar water so to not cover the circulating pump or water heater for the solar water is stupid. In addition, most of the time, the issue with the garage door is the springs which again are not covered. In your contract, you should have a statement with the disclaimer for both the water heater and garage door. Example: All parts of the water heater are covered except as noted in section ?.? and this would allow a person to make a better decision. Omitting this language in the contract leads a person to believe everything is covered. I have had to bills that were not covered and when they were called in I specifically told the agent that the springs were likely broken and the circulating pump was part of my solar water heating system. With this knowledge, they should not have sent their specific sub-contractor but informed me that the items are not covered. For the garage door, I have a quote from another door contactor for about $200. cheaper but I also had to pay the fee to have the contactor come out which made the price about $350 cheaper. For the water heater, the part was about $400 to replace but through simple testing I was able to change the capacitor and motor for around $115.00 which is cheaper that the service call for their contractor.

  

  Business Response

  Date: 07/24/2022

  July 24,2022
  
  
  
  ***************************
  BBB of the Mid-South 
  3693 ************* 
  *******, ** 38125 
  
  RE: *****************************; AHS Plan No.592540468; BBB Case No. 17581737
  
  Dear ***************************: 
  
  American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint.  Your letter has been forwarded to me for review and response. 
  
  AHS does apologize for the plan holder's frustration regarding this matter. On June 14, 2022 JBC Plumbing reported to AHS that the water heater solar pump will need to be replaced. Section I.1.e of the warranty states that AHS does not cover for radon monitoring systems, fire sprinkler systems, and solar systems and components. The repair for the water heater has been denied.
  
  With regards to the garage door opener coverage, section F.8 of the warranty states that AHS does not cover for the door or door track assemblies. The springs are apart of the door tack assemblies, which is not covered. Therefore, AHS accepts no liability for repair cost and no reimbursement will be provided by AHS.
  
  Thank you for your consideration
  
  Sincerely,
  
  AMERICAN HOME SHIELD CORPORATION

• 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.

  My warranty contract no. is #*********. I reported that my refrigerator freezer door (Service No. *********) will not open on 04/27/2022. The tech came out and ordered parts, but then back in May I was informed that the parts could not be ordered, and I was emailed a link from AHS to go to the AHS website and order a replacement refrigerator. I have continued to try unsuccessfully to order the replacement refrigerator. Every time I try, I get an error message. I called the AHS appliance replacement phone no. and they told me to continue to try every day to order the refrigerator for 21 days until the website link expires. They told me once the website link expires, if I still cannot get it ordered by then, to call back and they will send another link to start the whole process again, of me going out to the site and trying to order the new refrigerator. It has now been 3 months that I do not have a workable freezer. AHS is telling me that the replacement refrigerator (they selected as my replacement) is out of inventory, and that is why the website will not let me place the order. I feel it has been long enough that I have waited, and tried every day unsuccessfully to order, a working refrigerator/freezer. I believe they should find a comparable replacement refrigerator that is IN-STOCK for me to order NOW! Thank you.

  

  Business Response

  Date: 07/24/2022

  July 24,2022
  
  
  
  ***************************
  BBB of the Mid-South 
  3693 ************* 
  *******, ** 38125 
  
  RE: ************************* ; AHS Plan No.601052518; BBB Case No. 17581623
  
  Dear ***************************: 
  
  American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint.  Your letter has been forwarded to me for review and response. 
  
  AHS does apologize for the plan holder's frustration regarding this matter. On June 29, 2022 AHS placed the refrigerator into replacement options with AHS appliance purchasing department. Appliance purchasing has offered ************** an option for the replacement of the refrigerator. AHS also offered ************** the option of accepting cash in lieu of AHS cost of the replacement refrigerator, up to the amount of $1,775.11 Section A.5.c of the warranty plan provides that in some instances, AHS may offer the customer the option of accepting cash in lieu of repair or replacement services. If the unit is not available through the website, she may contact appliance purchasing for additional options at ************ EXT# 2, Monday Friday from 7 a.m. 7 p.m. CST to discuss the matter.
  
  Thank you for your consideration
  
  Sincerely,
  
  AMERICAN HOME SHIELD CORPORATION

• 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 home warranty with AHS and filed a service request. They sent a repairman out to make an assessment of our Frigidaire Refrigerator, FDRU19F8RF. The repair person said the compressor was bad and needed to be replaced, but that it was still covered under a mfg warranty. I'm not sure how he knows its the compressor because the only thing he did was change my temperature display from Celsius to Fahrenheit. After he left, I call Frigidaire to confirm his statement about the warranty. Frigidaire said that was incorrect, the fridge was covered for one year only, there was no other warranty NOTHING is covered, including the compressor. I called AHS back and relayed this information, and I asked them where the information was for the warranty coverage. They said the repair person told them it was covered. I told them he was wrong and that the mfg confirmed this was not the case. I asked to do a call together with AHS, Frigidaire and the repairman, OR to send me where the proof was that this was covered. AHS said they would call back, which has not yet happened as of today. I have called at least six times, had the same conversation, asked for a supervisor, who are never available and still nothing has been resolved. AHS just keeps repeating the same information even though I have explained what the mfg said, asked for proof of warranty, etc. Please note that AHS tells me to call Frigidaire and get clarification. I do call every time and they tell me the same thing, there is no coverage after one year. In the meantime, my fridge is still not working and I cannot get any help to get this resolved and don't know where else to go to get any one to listen to me. I have attached the last page of the Owners Manual that Frigidaire *************) sent me to confirm the warranty is only ONE year. I have also tried contacting the repairman leaving 3 phone messages, texts and email, with no response.

  

  Business Response

  Date: 07/26/2022

  Date: July 26, 2022
  
  
  ***************************
  BBB of the Mid-South 
  3693 ************* 
  *******, ** 38125 
  
  
  
  RE: *****************************; AHS Plan No.598694498; BBB Case No.17566261
  
  Dear ***************************: 
  
  American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint.  Your letter has been forwarded to me for review and response. 
  
  Thank you for the opportunity to assist ************************ with her refrigerator complaint. I have reviewed AHS records and found that AHS contacted the vendor ************************** and spoke with the technician to confirm the diagnosis. The technician advised AHS that the issue is with the sealed system and he is unable to service the sealed system. AHS has processed a transfer vendor to locate another vendor that is able to service the sealed system of the refrigerator. Once a vendor is located ************************ will be contacted regarding scheduling. If ************************ would like to use her own vendor for the repairs, she can contact customer ********************** at ************** and request outside authorization. Due to the delay in service,AHS will reimburse ************************ the $100 trade service fee, she will receive the reimbursement back to the original payment method in 14-21business days.
  
  
  Sincerely,
  American Home Shield Corporation
  

• 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.

  On June 14th I requested a rekey the vendor they sent a locksmith and they made it so that my front door only locks one way not both ways (inside and out) I have been calling for a month to get this resolved. I am always told there is no supervisor to escalate and now I have a safety hazard

  

  Business Response

  Date: 07/24/2022

  July 24, 2022
  
  
  
  *****************
  BBB of the Mid-South 
  3693 ************* 
  *******, ** 38125 
  
  RE: *****************; AHS Plan No.605803248;BBB Case No. 17581510
  
  Dear *****************: 
  
  American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint.  Your letter has been forwarded to me for review and response. 
  
  AHS does apologize for the plan holder's frustration regarding this matter. AHS has requested Realty Rekey to return to the home and diagnosis the rekey. Realty Rekey has set an appointment with ************** for July 28, 2022. This service request is in progress.
  
  Thank you for your consideration
  
  Sincerely,
  
  AMERICAN HOME SHIELD OF **********, ****

• 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.

  On 6/3/2022 I filed a request with American Home Shield (AHS) to have my a/c repaired which had stopped working. I paid my $75 fee and AHS sent out a repairman from ******* and Sons HVAC, to diagnose the problem. He concluded that the compressor and circuit board needed to be replaced. When AHS was unable to find the parts they offered me a buy out of approximately $2290. I accepted the offer and contacted ***** HVAC, *****, **. There technician advised there was nothing wrong with the compressor or circuit board. The problem was a leak of coolant somewhere in the system. They conduct a leak search, found the problem, repaired it and restarted the unit. They also had to add several problems of coolant (see invoice).I explained the details and submitted the ***** invoice. The response from AHS was that they could not apply any part of the buy out until I provided an invoice indicating the compressor and circuit board had been replaced. I called and advised that the compressor and circuit board had not been replaced. I was told my only recourse was to submit the ***** invoice to AHS Claims Review. I did and received no response.

  

  Business Response

  Date: 07/25/2022

  July 25, 2022
  
  
  *****************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: ***********************;AHS Plan No. *********; BBB Case No. 17581306
  
  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. AHS has agreed to reimburse $470.62 of the invoice provided.  The plan holder can expect that check within 10 to 14 business days. 
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield Corporation
  
  *****************************
  Claims Resolution Specialist

  Customer Answer

  Date: 07/25/2022

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

• Initial Complaint

  Date:07/18/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 13, 2022 a technician arrived at my place of residence due to a complaint #********* that I made concerning a disturbing noise from a vent in my residence. Upon his arrival, the technician entered my home asking what was the problem. I proceeded in explaining the noise issue. The technician then looked up at the vent and proceeded to tell me that was not his job. Also, he said i needed an a/c technician. Since then the same technician has been to my residence. The same tech keep calling and coming by for what?? I've been paying this company over 3 years and this first time I've used them. They want my money but don't want do there job

  

  Business Response

  Date: 07/28/2022

  July 28, 2022
  
  *************************
  BBB of the Mid-South
  3693 *************
  *******,** 38125
  
  RE:***********************; AHS Plan No. *********; BBB Case No. 17581153
  
  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 an exhaust on June 9, 2022 and ***** Electric Service was dispatched to diagnose any problems.  It was reported by ***** Electric Service that there was no malfunction to the attic exhaust fan and the technician recommended the service be transferred to an air conditioning contractor.  On June 13,2022, AHS dispatched Cardinal Comfort to diagnose any problems with the air conditioning system.  It was reported by Cardinal Comfort the evaporator coil will need to be repaired and AHS has authorized for this repair.   In order for the technician to perform the evaporator coil repair, ************** was advised of the non-covered costs in the amount of $540.00 for refrigerant.  AHS will pay up to $10 per pound per occurrence for refrigerant and the plan holder is responsible for any costs in excess of $10 per pound (Section E.1).
  
  Alternatively,if ************** prefers to locate a vendor of his choice for the evaporator coil repair, AHS will issue a check in the amount of $429.00 for AHS cost of the repair.  Section A.5.c of the warranty plan states in some instances, AHS may offer you the option of accepting cash in lieu of repair or replacement services. This offered amount is based on what AHS would expect to pay (which is substantially less than retail cost) for parts and labor for covered items less the incurred cost of the contractors diagnosis.  Although not obligated to, if ************** should choose the option of the check in lieu of repairs, AHS will process the check upfront and it will arrive in ***** business days.  If ************** elects to continue the repairs with Cardinal Comfort, he may contact the company at ************ to advise them of his intention and schedule for the repairs. 
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield Corporation
  
  *************************
  Claims Resolution Specialist