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
- 18,393 total complaints in the last 3 years.
- 4,997 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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: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.
The temp on my fridge wouldn't stay up & the icemaker stopped producing ice. I called AHS on 6/17/22. They connected me to two different a companies that was booked until a month out. I called AHS & requested a different vendor on 6/21/22 & got connected to Affordable Appliance Repair in *********, **. AAR came out on 6/29/22. They replaced the icemaker. A week went by, still no ice. The tech called on 7/5/22 & I reported that the icemaker was still not producing ice & the fridge was not as cold nor was the food in the freezer staying frozen. AAR scheduled for someone to come out on 7/13/22. On 7/13/22, AAR called & stated that they will not be coming out because they felt it was a freon issue & they do not offer those services. The manager stated they were going to request that AHS transfer the repair order to a new company that services freon. Two days went by & I never received a call from AHS with a new company. I called AHS on 7/15/22. They stated they would try to contact AAR to verify what I said. AHS could not reach ********** did not return their call. AHS stated they could not request a new vendor until they heard from AAR. I stated that we could not wait for them to hear back from AAR because we were loosing food due to spoilage. The rep stated that they could not transfer my request to a new vendor because policy stated that they had to make 3 attempts to AAR & that AAR had 2 days to respond each time. I told her due to the circumstance, especially since I was loosing expensive food, I needed to speak to a manager. It has been over a month with no solution. She refused to allow me to speak to a manager & stated that she was going to wait 2 days & try to attempt to reach AAR. I have been a customer since 2019 & this is unacceptable. The rep should know an emergency situation when she hears one & she should take the customer word that no ********************** was done & send someone else. This is horrible customer ********************** & no one has tried to make this right.
Business Response
Date: 07/27/2022
July 27, 2022
***************************
BBB of the Mid-South
3693 *************
*******,** 38125
RE:*************************; AHS Plan No.595952838; BBB Case No. 17580883
Dear ***************************:
On 06/17/22, ************** placed a service request for his refrigerator and AHS dispatched **********************. However, there was no response from the company. On 06/21/22, AHS dispatched ***** who wasnt able to service until 07/19/22. AHS dispatched AAR. The technician stated the ice maker needed replacing. AHS authorized for the repair.
On 07/02/22, ************** made AHS a recall was needed. AHS dispatched AAR for a return visit. However, on 07/18/22, AAR advised AHS to transfer Mr. ****** service request due to not being able to service. On
07/19/22,AHS dispatched AAA Appliance Heating & Cooling. AHS will await the diagnosis as to how to proceed.
Sincerely,
American Home Shield, Inc.
**************************************************
Claims Resolution SpecialistInitial Complaint
Date:07/17/2022
Type: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 been customers of AHS for years. When we moved in Dec 2020, we added our new address to our plan. Unknowingly to us, another account, one digit off from our new address, was created by a representative at AHS. Our bank account was debited for both the correct account and incorrect accounts for an entire year. Once we realized the error around Dec 2021/Jan 2022, we contacted AHS. They researched the issue and admitted they made a mistake. They agreed to refund us the $700 plus dollars. We informed them that the account debited was closed and we either needed the check mailed or sent to our new bank account. AHS said they would have to send up the request to see if the money could be sent to our new account, and made it seem like a painstakingly process, so we opted to have a check mailed. After several months of not receiving a check, I called AHS again. Same situation as before. They claim a check was mailed. I reassured them that it was not received by us, and that I would not be wasting my time talking back and forward with them if it had been. They again agreed to mail the check, once again making it seem like it would be impossible getting it sent to our new bank account. Here we are 7 months later-still NO CHECK!! SEND US OUR HARD EARNED MONEY!!!Business Response
Date: 07/27/2022
July 27,2022
*************************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE:*********************; AHS Plan No.593345918; BBB Case No. 17580770
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 July 26,2022 AHS ********************* was provided with the plan holders confirmed mailing address, they will conduct a check trace to ensure the prior check was not cashed, and then once confirmed they will reissue a new check. The plan holder can expect to receive the check for the $679.90 within 14 to 21 business day provided the previous check was not cashed.
Thank you for your consideration
Sincerely,
AMERICAN HOME SHIELD CORPORATIONCustomer Answer
Date: 07/27/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************Customer Answer
Date: 09/19/2022
Complaint: 17580770
I am rejecting this response because: My name is *************. I am following up on a resolution provided to me by American Home Shield back in July 2022 regarding a promise to reimburse us for them charging us for an entire year for a property we do not reside in. The error was detected in December 2021, yet promise after promise about the reps contacting the accounting department and tracing the check that was supposedly mailed out to us, which we never received, we still haven't received our money! Can you please help us to finally resolve this? After spending hours on the phone with American Home Shield we continue getting the run arounds only to end up where we began, nowhere!
Sincerely,
*************Business Response
Date: 09/28/2022
September 28,2022
***************************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *********************; AHS Plan No.593345918; BBB Case No. 17580770
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 submitted a request to the accounting department to have the reimbursement check mailed overnight, *********** will receive the reimbursement check with in 1-2 business days. AHS will continue to work directly with ************ until the check is received.
Thank you for your consideration
Sincerely,
AMERICAN HOME SHIELD CORPORATIONCustomer Answer
Date: 09/28/2022
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,
*************Customer Answer
Date: 10/07/2022
Complaint: ********
I am rejecting this response because: My name is *************, complaint number ********. As my record shows, Ive been going backwards and forwards with American Home Shield in an effort to collect a check where they charged us for an entire year for a property thats not ours. In their most recent promise to pay, someone from the accounting department called me on Wednesday September 28 promising to overnight the check to us, claiming that it wouldnt take any more than 3 business days to receive it. Well Im still waiting. Another failed attempt at resolving this issue after so many promises made by them. I will not accept another resolution offer until the check is in my hand. Im attaching a screenshot of the resolution.
Sincerely,
*************Business Response
Date: 10/16/2022
October 16, 2022
***************************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *********************; AHS Plan No.593345918; BBB Case No. 17580770
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 October 1, 2022, AHS accounting department reissued a new check and it was mailed fed ex. AHS has attempted to contact ************ to verify if he has received the check, but have been unsuccessful. If ************ has not received the check, he may contact AHS directly for the account to be updated and further research to be completed.
Thank you for your consideration
Sincerely,
AMERICAN HOME SHIELD CORPORATIONInitial Complaint
Date:07/17/2022
Type: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 agreement # is *********. This complaint is about request #s *********, ********* and *********. AHS has been unable to get my refrigerator fixed since April 8th - Almost 3.5 months. During this we had multiple visits and multiple conversations with AHS. AHS finally said that they would send a senior technician but I am also asked to paid an extra visit fee for this visit. I would like AHS to cancel the additional fee they are asking me to pay and either fix the refrigerator or replace it.Business Response
Date: 07/23/2022
July 23, 2022
*********************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: Ozbay, Andes; AHS Plan No. *********; BBB Case No. 17580752
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 Mr. ****** feedback and we apologize for any frustrations and inconveniences he may have experienced. Our records indicate that on 4/8/22 a work order was created for a refrigerator and it was dispatched to A G0 Home Appliances Repair and a recall was issued on 5/17/22 and per the technician, the job was completed on 6/18/22, and per the technician the unit is repairable. On 6/28/22 a new work order was created and it was dispatched to Green **** ******** and per the technician, we will need to replace several parts and the parts has been ordered, and he has an appointment scheduled for 7/25/22 for installation, per the technician the unit is repairable.
Sincerely,
American Home Shield of **********, Inc.Customer Answer
Date: 07/25/2022
Complaint: 17580752
I am rejecting this response because: The refrigerator has not worked since April and we kept requesting service to address the same problem. AHS's first company simply didn't do anything so they may have sent another one for that reason. It is very common for AHS's network to misrepresent the truth to AHS and this seems to be one of those cases. AHS really needs to improve their processes to keep better track of things.As of now: We have an appointment on 7/25 for their technician (Greenwire) to come in the afternoon and replace the malfunctioning parts. These parts are:
- condenser coil fan
- defrost board
- evaporator motor
- start relayAHS does not have the following details because they didnt keep track as we verified through phone calls as well: 7/25 visit will be the sixth time a technician will be coming in since the fridge broke down in April. They have come in to first diagnose the problem, then we had to set up another appointment where they came in to repair or install the part they diagnosed as malfunctioning. Subsequently there were different diagnosis. So far, no attempt has successfully fixed the fridge (meaning the fridge did not work in the last 3.5 months). At least two parts have been replaced in the past months.
Greenwires technician during the last visit also clearly said the fridge would need to be replaced if it doesnt start working the day after the appointment. AHS and Greenwirse later denied this.
As I asked in my original request, I would like the second $100 visit charge to be removed and the refrigerator to be replaced if today's (7/25) visit does not address the problem.
Sincerely,
Andes OzbayBusiness Response
Date: 07/27/2022
July 27, 2022
*********************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: Ozbay, Andes; AHS Plan No. *********; BBB Case No. 17580752
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.
Although we hate to hear ****************** interactions with us were less than satisfactory, rest assure his voice has been heard, and the feedback has been submitted on his behalf. On 7/27/22 I spoke with ****** at Green **** ******** LLC, and she informed me that the repairs were completed on 7/25/22. On 7/27/22 paperwork was submitted to waive his service fee in the amount of $100; please allow ***** business days for processing. If he has any other questions or concerns, he can reach ** at ************.
Sincerely,
American Home Shield of **********, ****Initial Complaint
Date:07/17/2022
Type: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 agreement # is ********* and this complaint is about request #s *********, ********* and *********. AHS appointed MS *********************** *** to address the issues found with my AC unit. (These issues were identified by another company that was sent by AHS as a part of a diagnostic visit). I paid the $75 service fee to AHS to fix my AC unit but MS *********************** *** stopped by for 5 minutes and refused to work on my AC unit, saying it was too old. MS *********************** *** said that they would be recommending a replacement. However, MS *********************** *** simply closed the first request (# *********). I subsequently reported the request as not complete (the 2 following request #s above) but MS *********************** *** simply closed them each time. I had a phone conversation with AHS on July 14th asking them to send a different company to work on my system but they refused to do so stating MS *********************** *** was already paid for this service. Currently I have an AC system that might fail any time but AHS cannot assign someone to provide the service to fix it.Business Response
Date: 07/26/2022
July 26, 2022
*****************
BBB of the Mid-South
3693 *************
*******,** 38125
RE:Andes Ozbay; AHS Plan No. *********; BBB Case No. 17580727
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 May 31, ******************************************* *********************** **** was dispatched to diagnose any problems. It was reported by MS *********************** **** that the fan motor would need to be replaced,however, the part is obsolete. The technician from mS *********************** **** recommended the air conditioning unit to be replaced. In order for the technician from MS *********************** **** to replace the air conditioning unit, the company reported non-covered costs in the amount of $4,493.00 would be due at the time of installation. AHS has not received further information related to the non-covered costs and in an attempt to resolve this matter, AHS has dispatched a second opinion company.
Ulibas Air Conditioning has been dispatched to diagnose any problems with the air conditioning system. *********** will be reaching out to **************, if they havent done so already, to schedule an appointment. ************** may contact Ulibas Air Conditioning at ************ if he should have any questions.
Thank you for your consideration.
Sincerely,
American Home Shield of **********, ****
*************************
Claims Resolution SpecialistCustomer Answer
Date: 08/04/2022
Complaint: 17580727
I am rejecting this response because: I have been trying to reach ULIBAS AIR CONDITIONING for 6 business days now but no-one answers the call and they do not get back to me although I have left several messages. Also when I call the phone number AHS has provided for ULIBAS AIR CONDITIONING, the recorded message says the number is for *******************************. Effectively I still cannot get my A/C fixed.
Sincerely,
Andes OzbayBusiness Response
Date: 08/19/2022
August 19, 2022
*****************
BBB of the Mid-South
3693 *************
*******,** 38125
RE:Andes Ozbay; AHS Plan No. *********; BBB Case No. 17580727
Dear **********:
American Home Shield (AHS) is in receipt of your letter enclosing additional response from the plan holder. Your letter has been forwarded to me for review and response.
AHS dispatched the second opinion to Ulibas Air Conditioning and unfortunately, the service contractor has not scheduled an appointment with **************. There are no other providers in the AHS network to service the second opinion and the AHS ******************* is currently attempting to locate a vendor. Section B.4 of the agreement plan states 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. ************** has the option to pay the non-covered costs for the air conditioning replacement to MS *********************** **** in the amount of $4,449.00 for modifications (Section D.4-b), code items (D.1-l), and permit costs (D.1-l). The non-covered costs are listed as follows; modifications $2,150.00, code requirements $1,449.00, title 24 testing $575.00, and permit costs $275.00.
Alternatively,************** may take advantage of the AHS upgrade program through MS ***********************. Upgrading allows the plan holder to use the covered amount of the air conditioning replacement (AHS cost of replacement) towards a different type, size, or efficiency system. ************** may contact MS *********************** to agree on the type of equipment and replacement cost and MS *********************** will discount the amount of AHS cost to replace for $2,038.76. ************** will need to communicate directly with MS *********************** regarding the upgrade option.
************* has the option to accept a check in the amount of $1,783.76 for AHS cost to replace the air conditioning system should he elect to locate a company of his choice to replace the air conditioning system. Section C.8.b of the warranty plan states AHS may provide a cash in lieu of AHS cost of such repair or replacement services. Should ************** accept the check in the amount of $1,783.76, AHS will process the check upfront and it will arrive in ***** business days. AHS will await Mr. ****** decision.
Thank you for your consideration.
Sincerely,
American Home Shield of **********, ****
*************************
Claims Resolution SpecialistCustomer Answer
Date: 08/21/2022
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. I would like to go with the option of receiving a check in the amount of $1,783.76 given that neither of the 2 contractors that AHS has assigned me has been able to meet my expectations.
Sincerely,
Andes OzbayCustomer Answer
Date: 09/26/2022
Complaint: 17580727
I am rejecting this response because:
It has been over a month since AHS had agreed to pay me for this issue. However, I still have not been paid. Wouold it be possible to re-open the case?
Thank you,
Andes Ozbay
Sincerely,
Andes OzbayBusiness Response
Date: 10/05/2022
October 5, 2022
*****************
BBB of the Mid-South
3693 *************
*******,** 38125
RE:Andes Ozbay; AHS Plan No. *********; BBB Case No. 17580727
Dear **********:
American Home Shield (AHS) is in receipt of your letter enclosing additional response from the plan holder. Your letter has been forwarded to me for review and response.
Please be advised that AHS was notified of Mr. ****** decision to accept the check in place of repair/replacement on September 26, 2022, when the BBB claim was reopened. It appears that ************** has elected to accept the check in the amount of $1783.76 for AHS cost to replace the air conditioning system. The check has been processed and will arrive in approximately ***** business days. ************** may email a copy of the paid invoice related to the air conditioning replacement to **************************************************** and once received, the new unit will qualify for future coverage.
Thank you for your consideration.
Sincerely,
American Home Shield of **********, ****
*************************
Claims Resolution SpecialistCustomer Answer
Date: 10/19/2022
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,
Andes OzbayCustomer Answer
Date: 10/27/2022
Complaint: 17580727
I am rejecting this response because: BBB Complaint ID ******** was resolved on August 19, 2022 with AHS agreeing to pay me for my AC repairs within 10 business days. It has been 7 weeks since this was agreed upon but I have not received this payment. Here is my original complaint: My agreement # is ********* and this complaint is about request #s *********, ********* and *********. AHS appointed MS *********************** *** to address the issues found with my AC unit. (These issues were identified by another company that was sent by AHS as a part of a diagnostic visit). I paid the $75 service fee to AHS to fix my AC unit but MS *********************** *** stopped by for 5 minutes and refused to work on my AC unit, saying it was too old. MS *********************** *** said that they would be recommending a replacement. However, MS *********************** *** simply closed the first request (# *********). I subsequently reported the request as not complete (the 2 following request #s above) but MS *********************** *** simply closed them each time. I had a phone conversation with AHS on July 14th asking them to send a different company to work on my system but they refused to do so stating MS *********************** *** was already paid for this service. Currently I have an AC system that might fail any time but AHS cannot assign someone to provide the service to fix it.
Sincerely,
Andes OzbayBusiness Response
Date: 11/03/2022
November 3, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: Andes Ozbay; AHS Plan No. *********; BBB Case No. 17580727
Dear **********:
American Home Shield (AHS) is in receipt of your letter enclosing additional response from the plan holder. Your letter has been forwarded to me for review and response.
My previous letter dated October 5, 2022, stated that ************** accepted the check in place of repairs for the air conditioning system in the amount of $1,783.76. The check was released on October 11, 2022 and was mailed to the property at *************************************** in ********,********** 95138. If ************** has not received the check for $1,783.76, he may respond to this letter and verify the mailing address and once that information is received, AHS will reissue the check if necessary.
Please be advised that Section C.8 of the agreement plan provides that AHS will not perform the same repair or replacement of a covered item that has been the subject of a cash in lieu payout during any term of any agreement between you and AHS unless you first produce applicable proof of repair or replacement of that covered item to AHS reasonable satisfaction.
************** will need to provide proof that the evaporator coil and condenser for the air conditioning system were replaced before AHS will dispatch a vendor to service the air conditioning system. The invoice can be uploaded for review in response to this letter, or ************** may email the invoice related to the completed air conditioning service to ****************************************************. Once the invoice regarding the replacement of the evaporator coil and condenser have been received and approved, the air conditioning system will qualify for future coverage.
Thank you for your consideration.
Sincerely,
American Home Shield of **********, ****
*************************
Claims Resolution SpecialistInitial Complaint
Date:07/17/2022
Type: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.
Service #********* Date requested 6/30/2022. My air conditioner has been out since 6/29/22. I was told by *********************************** that the unit needed a fan motor. The service number has a status of "Parts Ordered" and has not updated. I cannot get anyone to tell me what the status is, what is the eta of the desired parts?This house is usually 5-7 degrees warmer inside than it is outside. This coming week we are hitting 95 degrees which puts this house anywhere between *******. There are children in this house and it is not safe to stay here. Can someone give me an update on where this part is and when it is expected to come in?Business Response
Date: 07/22/2022
July 22,2022
***************************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE:***************************; AHS Plan No. *********; BBB Complaint Case No. 17580678
Dear ***************************:
American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.
Thank you for providing the complaint from **************** regarding the service request for his air conditioning; we appreciate the opportunity to provide details regarding the repair.
AHS has reached out to Climate Control Heating and Air for an update regarding the repair; they state when calling to schedule the installation appointment, the plan holder advised service was no longer needed. Our records show on 07/20/2022, AHS was informed the repair has been completed by another contractor. The members request for cash in lieu has been submitted for processing, and the offer will be forwarded to the email address on file when complete. It will include instructions for submission of the paid invoice; when the document is received,processing and arrival of the check is ***** business days. AHS does apologize for any frustration experienced; if there are additional concerns, ************* can assist by calling ************.
Thank you for your consideration.
Sincerely,
American Home Shield CorporationInitial Complaint
Date:07/17/2022
Type: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 filed a claim on june 18, 2022 with american home shield via on line claim portal that my ac had stopped working. I was charged and paid $100. I was sent an email the next day that someone would be out on June 25th to work on the ac. In the morning on June 20th I called AHS to see if they could find a contractor available before June 25th since my area was currently having a heat wave (in which 4 people in GA died from). I spoke with 3 different representatives on June 20th. The last rep said yes I could get reimbursed if I was able to find a contractor to do repair. On June 21st the online AHS portal showed that my service call which had been scheduled for June 25th had been cancelled. This seemed to indicate to confirm what last rep told me-I could find my own repair person and get reimbursed. When I submitted my repair invoice, I was denied because AHS had not approved of the repair and one of their contractors wasn't used. Had I waited for AHS to get an approved contractor, my health would have been put in danger. I am asking for my $100 service fee back and reimbursement for getting the ac repaired.Business Response
Date: 07/26/2022
July 26, 2022
***** Dee
BBB of the Mid-South
3693 ********************************************************************************************************************; AHS Plan No.664370787; BBB Case No. 17580615
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 allowing us the opportunity to assist with bringing the air conditioner service request to a resolution. According to our records,the air conditioner service request was placed on June 18, 2022. The vendor,Eagle Heating and Air was scheduled on June 25, 2022 however the service request was canceled on June 24, 2022, and the service fee was refunded on July 19, 2022.
Section B.1. states AHS will not reimburse you or others for services performed without AHS prior approval. Although not obligated to do so, in an effort to amicably resolve this complaint. AHS will reimburse $411.00 for the air conditioner repairs that were done by ******* Smiths independent vendor.
The plan holder can expect to receive the check within ***** business days. The envelope will be addressed from Frontdoor/AHS. This matter is considered resolved.
Thank you for your consideration.
Sincerely,
American Home Shield CorporationCustomer Answer
Date: 07/27/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Customer Answer
Date: 09/28/2022
Complaint: ********
I am rejecting this response because:I filed a BBB complaint against American home shield in July 2022 with complaint # ********. American Home Shield replied to my complaint that they would reimburse me for the money I had to pay to have an emergency repair completed that they weren't able to complete timely. I have yet to receive the reimburse and it is 2 months later.
Sincerely,
*************************Business Response
Date: 10/05/2022
October 5, 2022
***************************
BBB of the Mid-South
3693 *************
*******,** 38125
RE:*************************; AHS Plan No.664370787; BBB Case No. 17580615
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.
After further review, it is found that AHS has previously and accurately advised ************************* as it pertains to the reimbursement. On July 29, 2022, AHS processed reimbursement check number 80821179. The check was mailed to the property address of ************************************************************************ 30318.
On October 5, 2022, AHS submitted for a check research to locate the check. Once located and confirmed the check has not been cashed, it will be reissued. The check research can take 3-5 business days to complete, and the plan holder will receive the reissued check within ***** business days after completion. The envelope will be addressed from Frontdoor/AHS.
Thank you for your consideration.
Sincerely,
American Home Shield CorporationInitial Complaint
Date:07/17/2022
Type: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 am requesting a new washer as the repair man came and fix it and it still does not work. I have file two complaints with American Home Shield and they sent both letters back. When I call them I'm on hold for a long time then the representatives are beligerant and unprofessional.Business Response
Date: 07/26/2022
July 26, 2022
***** Dee
BBB of the Mid-South
3693 *************
*******,** 38125
RE: *******************; AHS Plan No.599756078; 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.
We truly appreciate the valuable feedback from ******************* and allowing us the opportunity to assist with bringing the washing machine service request to a resolution. According to our records,there is no active service request for the washing machine. The last service request was placed on July 23, 2021. This request was completed on August 23, 2021. AHS relies on the diagnosis from our licensed technicians to determine the course of action for repair or replacement of a covered item. If service is needed on the washing machine a new service request will need to be placed and a service fee will be due.
The plan holder is welcome to confirm on this complaint if AHS needs to place a service request on the washing machine or they can contact our customer ********************** department at ************ to place a service request.
Thank you for your consideration.
Sincerely,
American Home Shield CorporationInitial Complaint
Date:07/17/2022
Type: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 pay American Home Shield monthly for our multi family home. Over the last 4 years we have paid >$2500 in premiums with the Gold Shield plan. We put in an original service request for our AC unit on June 12th, 2022. They have neglected to find a contractor to assist us with this issue. We have called AHS and been put on hold for more than 10 hours over the last month (2 hours just today). We have been disconnected / hung up on and not received a follow up multiple times. We have requested calls from supervisors 3 times without action. We have been told work orders were being submitting on our behalf but then later found out they were not submitted. We finally got one contractor to look at our AC unit on July 7th, Freedom Heating and Cooling, but their technician only took photos and never followed up with us or AHS. Each service request we have had to submit is $100, with no productive action. Freedom H&C is no longer answering or returning our calls. Now, even at this stage, a month later, AHS is still refusing to authorize us to use our own contractor despite following their policy and allowing them an opportunity to assign a contractor multiple times. We have been without a properly working AC unit for over a month in 100+ degree weather. This is, however, only a summary of what we have been through with multiple phone calls. They have assured us that all phone calls are recorded for quality assurance purposes, which would significantly support all of our complaints and above statements. We are requesting that an authorizing manager assigns an AC contractor to fix our AC and duct work ASAP (which is covered in the home warranty plan that we pay for) or requesting that AHS authorize us to use our own contractor to complete the job and reimburse for work done. Warranty contract available for review if needed. Gold shield Plan information can be found on American Home Shield website.Business Response
Date: 07/26/2022
July 26, 2022
***** Dee
BBB of the Mid-South
3693 *************
*******,** 38125
RE: ***************************; AHS Plan No.598218708; 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.
We truly appreciate the valuable feedback from *************************** and allowing us the opportunity to assist with bringing the air conditioner and ductwork service requests to a resolution. According to our records, the air conditioner service request was placed on July 17, 2022, and the ductwork was added on July 18, 2022. **************************** did not service units on the roof therefore the service request was transferred. A vendor was not immediately available for service however on July 18, 2022, the service request was sent to Budget **************************, LLC. The appointment is currently scheduled for July 28, 2022, for both the ductwork and the air conditioner.
Thank you for your consideration.
Sincerely,
American Home Shield CorporationCustomer Answer
Date: 07/27/2022
Complaint: 17579860
I am rejecting this response because:Their information provided is false. As mentioned in my original complaint, our initial service request was placed on June 12, 2022 for AC (only able to select one option through online portal, even though we knew it was AC/duct work). They assigned contractor ****************************, which denied the request because our AC is on the roof. Instead of re assigning a new contractor, AHS closed our service request without notifying us. It was only ~ a week later that I re contacted AHS because we had not been followed up with. We then had to put another request in for the same concern over the phone right then and there (I believe June 20) for AC AND duct work. We have had to follow up on this original concern multiple times since then, which then shows up as a new service request being submitted each time we call, when in fact is for the exact same service request and concern since June 12. AHSs decision to close our service request each time we call and open a new one without addressing our issue does not mean that the request has been resolved or that we just opened the order on July 17 (that was just the last time we called them). In fact, I believe they only do this each time in order to re start their own clock on their policy to avoid things moving forward with allowing us to use our own external contractor. So, it has been >6 weeks and we have yet to have any action on our malfunctioning AC and duct work that is covered in our home warranty plan, despite multiple requests, phone calls, failed assigned contractors and more phone calls. We do have a 3rd contractor coming to assess our concerns tomorrow but I have little confidence that this will progress quickly, as it will also rely on a response from AHS. I will not be pleased with this until our AC and duct work are fixed.
Sincerely,
***************************Business Response
Date: 07/28/2022
July 28, 2022
***** Dee
BBB of the Mid-South
3693 *************
*******,** 38125
RE:***************************; AHS Plan No.598218708; BBB Case No. 17579860
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.
The original service request for the ductwork was placed on June 12, 2022, and dispatched to ******************************. This request was later canceled by the vendor through the dispatch status portal however AHS was never notified that another vendor was needed.
The second service request was placed on June 20, 2022, and this was dispatched to ****************************. The vendor notified AHS on June 27, 2022, that a different vendor was needed therefore the request was transferred to Freedom Heating & Cooling. A recall was placed on July 13, 2022 however later canceled by the vendor. No diagnosis was ever received for this request.
On July 17, 2022, the plan holder advised there was still an issue with the original air conditioner, however now needed service on the second air conditioner unit therefore a new service request was placed. The request was sent to 1 Source Heating & Air however the request needed to be transferred as they do not service units on the roof. A vendor was not immediately available; however, the request was dispatched to Budget ************************** on July 20, 2022. Currently, the plan holder is scheduled for July 28, 2022. AHS relies on the diagnosis from our licensed technicians to determine the course of action for repair or replacement of a covered item. Once the diagnosis is received, AHS will proceed with authorization in accordance with the terms and conditions of the AHS warranty plan.
Thank you for your consideration.
Sincerely,
American Home Shield CorporationCustomer Answer
Date: 08/10/2022
Complaint: 17579860Hi *****,
I am emailing to following up regarding our recent complaint with American Home Shield. The response that AHS gave on 7/28/22 did not suffice in resolving our issue. They literally just responded saying everything that we went through, which Im sure you can see, is completely unacceptable. They have yet to respond to us with any action regarding our actual complaints, despite our multiple phone calls. We had been waiting to speak with a supervisor/ manager for weeks. So I was waiting to accept/reject their response until we heard back. We finally heard from someone (no one with any authority) today and our issue has still not been addressed. They have now decided to deny our work order coverage for duct work, even through duct work is clearly covered in our warranty plan. When ask to explain this further they just keep repeating that it is not covered because it is not a mechanical issue Duct work doesnt even have mechanisms, it is a structure. So if repairing or supporting the structure is not covered, then we are wanting to know what would be covered regarding duct work.. since it clearly says its covered on the plan. No one has been able to answer our questions or transfer us to a supervisor/manager every time we speak with them.
This is still completely unacceptable and we would like to re open our complaint, if possible.
Thank you for your time.
***************************Business Response
Date: 08/17/2022
August 17, 2022
*******************;
BBB of the Mid-South
3693 *************
*******,** 38125
RE:***************************; AHS Plan No.598218708; BBB Case No. 17579860 .
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.
After further review it is found that AHS has previously and accurately advised v as it pertains to the ductwork. There was an appointment scheduled for July 28, 2022. The vendor, Budget ***************************, LLC. reported to AHS that the ductwork is sweating and need to be insulated however there is no mechanical failure. Coverage under the AHS warranty as it pertains to the ductwork is as follows: Plenums Dampers Damper-only controls Leaks or breaks in ductwork (sheet metal, duct board, and flex duct including vapor barrier) from heating and/or air conditioning unit(s) including registers or grills. The AHS warranty plan does not covered to add and/or modify existing ductwork or insulation (currently not present) as stated in contract section I.4.b. AHS is not responsible or liable for costs of construction, carpentry, or other modifications necessary to remove, relocate, or install equipment
In regard to the air conditioner, Budget ***************************, LLC. reported that the evaporator coil needed to be pulled and cleaned. AHS authorized the repair. The vendor reported to AHS via the dispatch portable that this as completed on August 12, 2022. This matter is considered resolved.
Thank you for your consideration.
Sincerely,
American Home Shield CorporationInitial Complaint
Date:07/17/2022
Type: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 was recommended this company after looking at there web site says 24 hour service repairs on your home .I was sold a lie by sales department buyers beware . I was told the priimium package was to cover every thing replacement t included .water heater went down after just moving in I called them the dayit happened they said hey it's going to cost $125.00 to fix it send the tech out I'm like ok I was told the $80.00 premium package would cover the water heater .but no it didn't of course the tech said there was a pre condition which there was not trying to charge me $555 to repair I hired another contractor by the way did no charge mea premium and the $125 then $555 for repair I'm paying triple just for a scam it needs to to be replaced I was told that your tech is wrong three times by real companies that a swer a d communicate I then try to call ahs and of course it takes hours to get to finally get a hold and the operator is speaking a language that I can not understand I ask there in the *********** great a other company using robots and philpinos to answer there calls there a language communicating prob I had to relate my name address and email 7 times I could not under stand her I was then I was told I need the complaint department and there closer so they can't take complaints or resolve any thi g till Monday great .I paid a lot of money for my homes to only be charged double please just replace my water heater and if your going to say review my contract I did this is not a pre existing condition handle your customers right a d replace the *** water heaterBusiness Response
Date: 07/24/2022
July 24,2022
***************************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *****************************; AHS Plan No. *********; BBB Complaint Case No. 17579549
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 Mr. ******* regarding service request for his water heater; we appreciate the opportunity to assist with resolving the matter.
We have reviewed our records and find Mr. ******* set up a warranty agreement with our ************** on 06/06/2022. The Sales agents advise of the required 30-day hold period before payments are processed;when approved, it is then applied to activate the plan. We show on 07/06/2022 that our automated system was unable to authorize the first installment payment of $47.49, and AHS reached out to Mr. *******. ************* spoke with Mr.******* on 07/07/2022 and submitted a one-time payment that activated the warranty. A welcome packet which includes a hard copy of the agreement, was mailed to Mr. *******, the letter and agreement state that $125 is the amount of the trade service call fee. AHS can confirm Mr. ******* has not placed a request for service for his water heater with ************* or via our automated phone system. As stated in section C.1.c of the warranty agreement, AHS will not reimburse for services performed without its prior approval.
AHS does apologize for any miscommunication, and if not wanting to continue with the service, the plan can be canceled within the first 30 days. Section L.3.a of the agreement states if AHS has not provided any services the customer will receive a full refund of all fees paid. Mr. ******* can terminate the warranty agreement by calling ************ for a Retention Specialist to assist with the cancellation.
Thank you for your consideration.
Sincerely,
American Home Shield of *******, ****Initial Complaint
Date:07/17/2022
Type: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 discovered a leak in our pipes. We shut the water off to the house and filed a claim with AHS. Repair of leaks is covered under our policy. It was an under-slab leak (concrete). It is unrealistic to break the flooring and concrete to reroute the pipes and the normal fix is to route the pipes above. This entails cutting a couple of walls and running new pipe. A lot more inexpensive and logical fix. We were denied because it is a modification to the original. Ridiculous! AHS always looking for a way to get out of coverage. Their customer ********************** is overseas and has no authority for problem resolution. We received a notice that there was partial coverage and the amount we would have to pay, which is the entire ****. When I called to find out how much they were paying they told me nothing. They offered to email me to modify the email to 'full" denial. We are now three days without water in the house. We are having to hire our own contractor (less expensive than an AHS contractor). They will be in tomorrow and laughed when heard our story with AHS. The contractor will guarantee their work for 25 years. Very disappointed. I have AHS on this house and my rental and have previously recommended AHS to many.Business Response
Date: 07/21/2022
July 21, 2022
*********************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: **********************; AHS Plan No. *********; BBB Case No. 17579508
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 she may have experienced. Our records indicate that on 7/15/22 a work order was created for a slab leak and it was dispatched t Advanced Home Services LLC., and per the technician, the leak is under the slab, and will need to reroute the cold water line, and with the rerouting there are some modifications, that is the responsibility of the homeowner. If she did not agree with the technicians diagnosis, she could request a second opinion, per her contract section C item 2e. AHS reserve the right to obtain a second opinion at its expense. In the event that AHS informs you the malfunction is not covered under this contract, you have the right to request a second opinion of the cause of the malfunction. You must ask AHS for a second opinion from another Service Contractor within 7 days from AHS informing you the malfunction is not covered. In the event that the outcome of the second opinion is different than the first opinion, then AHS may, in its discretion, decide whether to accept coverage under this contract. If you request a second opinion, you will be responsible for the payment of an additional Trade Service Call Fee only if the outcome of the second opinion is the same as the initial opinion. AHS is not at liberty to discuss with its members the cost paid to our contractors for services. AHS can make our members aware of what is not covered and the cost of the non-covered items that are not covered under the warranty.
Sincerely,
American Home Shield CorporationCustomer Answer
Date: 07/23/2022
Complaint: 17579508
I am rejecting this response because: We did not have an option. We had no water in the house and could not wait 7 days for another opinion. We called your customer ********************** and went know where. All they offered was to send an absolute denial. The contractor you sent was the second contractor. The first came and sent they don't do under slab. The contractor that came out said they would never go under slab because the probability of further leaks is high. The only way to fix is above ground. As stated, I have had and used AHS for many years. It is a shame that you do not value your customers enough to try to reach a resolution.
Sincerely,
*********************Business Response
Date: 07/27/2022
July 27, 2022
*********************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: **********************; AHS Plan No. *********; BBB Case No. 17579508
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 her complaint, our records indicate that there was a work order for leaks and dispatched to Dockside Plumbing and that work order was created and cancelled on 7/15/22. On 7/15/22 the work order was dispatched to Advanced Home Services, and per the technician, it was denied for modifications. If she would like a second opinion, the second opinion guidelines are; if the second opinion technician agrees with the first technician, a second service fee is due, if the second opinion technician dont agree with the first technician, no service fee is due, if she would like the second opinion, she can reach us at ************. We will stand on the denial.
Sincerely,
American Home Shield CorporationCustomer Answer
Date: 07/28/2022
Complaint: 17579508
I am rejecting this response because: Dockside cancelled, we did not. They came out and said they do not do under slab pipe leaks. The other vendor would not repair under slab and knew that the over slab "modification" was the only way to fix the leak. It is fixed now for a fraction of the cost that the AHS vendor proposed.
Sincerely,
*********************Business Response
Date: 08/03/2022
August 3, 2022
***************************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: **********************; AHS Plan No. *********; BBB Case No. 17579508
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 her complaint, our records indicate that per the technician, he will need to re-route the water line, and there are some out of pocket cost for modifications, and that cost is the responsibility of the homeowner. She was offered a second opinion, and she didnt accept the offer, instead she had the work completed by an outside company. On 8/3/22 paperwork was submitted for refund of her service fee in the amount of $75; please allow ***** business days for processing, payment will be credited back to the original method of payment. No further reimbursements are due.
Sincerely,
American Home Shield CorporationCustomer Answer
Date: 08/03/2022
Complaint: 17579508
I am rejecting this response because: We were never offered a second opinion. I guess this discussion is fruitless.
Sincerely,
*********************
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