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, Inc.

  PO Box 650993 Dallas, TX 75265

• 

  Home Security of America

  Unlisted Milwaukee, WI 53201

  
• 

  American Home Shield Corporation

  1051 N Kirk Rd Batavia, IL 60510

• 

  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:07/17/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 11th, I contacted AHS to request plumbing service to address a water backup in my laundry room and repair my kitchen sink faucet which is covered under the contract agreement. Each service request is a $100 fee.
  The service technician deployed under the home shield visited my house 3 times to determine the issue/cause of the water backup which was never able to pinpoint and I ended up having to hire my own plumber to address it. As it relates to the faucet issue a replacement part was ordered and installed on May 20th. About a week ago this newly installed part begin to shoot water everywhere. It is unusable. I contacted AHS to send another vendor out to address this issue and they wanted me to pay another $100 visit fee because it's been more than 30 days since the repair. I refused this arrangement and asked for my service to be canceled. This action prompted one of the customer service reps to say she would be waiving the fee and they would be contacting me within 24 hours with another vendor to come out and address this issue. When that did not happen I called back and there was no record of this promise in their system. The rep lied. I asked them to have a manager call me immediately. That has not happened and they are refusing to address my issue or cancel the service. They record every single call between customers and reps so I suggested they pull the tape and get back to me, but I am still waiting for that call back from managment. All the while with unusable sink parts. I would strongly recommend anyone considering purchasing a home shield account as a backup think twice about spending with this company. HORRIBLE CUSTOMER SERVICE and contractors.

  

  Business Response

  Date: 07/27/2022

  July 27, 2022
  
  
  Ms. ***** ***
  *** ** *** ********* 
  **** ******* ***** 
  ******** ** ***** 
  
  RE: ******-******, ******; AHS
  Plan No. *********; BBB Case No. ********
  
  Dear Ms. ***: 
  
  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. ******’s feedback and we
  apologize for any frustrations and inconveniences she may have experienced. Our
  records indicate that on 7/18/22 a work order was created for leaks, and a
  faucet, and the only company available is Bestway Mechanical, and they are on
  her Do Not Use Vendor List.  On 7/27/22 I
  called Ms. ****** and left a voice mail, offering her outside authorization, if
  she would like to accept the offer, she can reach us at ************ for the
  guidelines, before she hires a company and any work is performed.
  
  
  Sincerely,
  
  
  
  
  American Home Shield
  Corporation

  Customer Answer

  Date: 08/17/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response
  because: I elected to terminate the American Home Shield service
  agreement/contract on or around June 28, 2022. I notified the AHS corporate
  office of my decision to terminate on/or around June 28 via telephone call to
  the published corporate number. I spoke with a customer service representative
  named Janelle (Badge ID#580560) at that time and was assured that all calls
  were recorded, and that this termination would take effect immediately. I was
  also informed that I might be receiving a call from an executive manager within
  24 hours as a courtesy (which never happened). Now more than two months later I
  am being harassed by AHS for what they ***m an early termination (even though
  I’ve fulfilled the contract terms of 1 full year) and unpaid fees based on
  their ***med cancelation date of 8/1 (despite the fact the contract was
  canceled on June 28, 2022). I canceled my contract with AHS directly through
  the corporate office and published phone number. The flagrant lie that I would
  cancel my contract via a contractor they hired to harass me with phone calls
  until I picked up on 8/1 does not support the acceptable cancelation method
  with AHS. Additionally, their claim that I’m not owed for recompense for the
  items their previous contract vendors broke/did not fix in my home only affirms
  my decision to escalate this issue. Since reporting my issues to BBB, I am
  being harassed via email, text messages and phone calls (see attached evidence)
  to pay items that I do not owe. This level of bullying and harassment is unacceptable,
  and I am hoping this can be resolved and I will not be further emotionally
  distressed dealing with this horrible company. My resolution
  request remains: 1) AHS acceptance of the fact that you can not REQUIRE I stay
  in contract/agreement with you after I have CANCELED the contract agreement,
  this company sets up guard rails and barriers to ensure your contract cancelations
  do not advance 2) reimbursement for outside contract vendors I had to hire to
  address issues that AHS contract vendors could not , that were to be covered under
  my contract (original receipts reattached) 3) remediation of outstanding
  payments AHS says is owed them (bills attached) and 4) AHS quit contacting me
  via phone, email and text (they have escalated their tactics since BBB got involved).
   
  
  
  
  Sincerely,
  
  
  
  ****** ******-******

  

  Business Response

  Date: 08/24/2022

  August
  24, 2022                               
  
  Jesse
  ********
  j********@bbbmidsouth.org
  *** ** *** *********
  **** ******* *****
  ******** ** *****
  
  
  RE:  ******-******, ******; AHS Plan No. *********;
  BBB Complaint Case No. ********
  
  Dear
  ***** ********,           
  
  American
  Home Shield (“AHS”) is in receipt of your letter advising of the above
  referenced complaint.  Your letter has
  been forwarded to me for review and response.
  
  Although
  we hate to hear Ms. ******'s interactions with us were less than satisfactory,
  rest assure her voice has been heard, and the feedback has been submitted on
  her behalf.  On 7/18/22 a work order was
  created for leaks, and faucets, and it was dispatched to VTEC, and on 8/1/22
  per the technician, when he called the homeowner to schedule an appointment,
  she informed him that she has cancelled her contract and to disregard the work
  order.  Because we did have a company to
  service her issues, we will not be reimbursing her for any out-of-pocket
  expenses, per her contract section C item 1c. AHS will not reimburse for
  services performed without its prior approval. 
  On 8/24/22 paperwork was submitted to waive the administration
  cancellation fee of $66.32; please allow 14-21 business days for processing.  Paperwork was also submitted to waive the
  contract renewal fee of $132.64 for the month of July and August, please allow
  14-21 business days for processing.  On
  8/24/22 a Do Not Solicit form was processed, please allow 14-21 business days
  for processing. AHS' decision regarding this matter remains unchanged.  No further reimbursements are due.
  
  Thank
  you for your consideration.               
  
  Sincerely,           
  
  
  
  American
  Home Shield Corporation

• Initial Complaint

  Date:07/17/2022

  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 June 2nd 2022 I filed a service request for my air conditioner not cooling with American Home Shield (AHS). They assigned Air Serve of *****, ******* called to inform me that due to gas prices they wont come to our area (***** miles). I called AHS 4 times that day because they continued to assign it to the same contractor. Finally they said they would find another contractor and opened a new request on June 3rd. I have called each week, sometimes more than once and even though its called American Home Shield, the customer ********************** is all transferred to call centers overseas. The customer ********************** is useless, they have a script and no way to transfer a call or give information to contact someone who can actually make decisions. According to one representative they have no supervisors and no contact information for anyone in the organization. They will not give a last name there is no way to speak with the same person twice, I had one rep laugh when I told him what was going on. They finally authorized for me to find my own contractor, but that the contractor would have to contact them before doing any work. Most contractors would not jump through this hoop. I found a contractor who called and explained what needed done. I have been waiting over a week for authorization since then. It has been over 6 weeks in the heat of the summer with several heat advisories and temperatures in the house reaching over 100 degrees.I was told that authorization could take days or weeks, this is not acceptable. In the time since I called in the service request AHS has taken out $107 dollars for a service call, as well as 2 monthly charges. At this point they have provided absolutely none of the service that I continue to see daily in the tv and email ads that seem to be non stop. Bottom line if they cant find contractors to do business with them then dont expect the customer to. I am just looking for them to authorize the replacement and provide service advertised. Feeling scammed.

  

  Business Response

  Date: 07/27/2022

  July 27, 2022
  
  
  ***************************
  BBB of the Mid-South 
  3693 ************* 
  *******, ** 38125 
  
  RE: Good, ******; AHS Plan No. *********; BBB Case No. 17579190
  
  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 6/3/22 he was approved for outside authorization for an air conditioner, and the work order has been approved to replace the air handler unit, and there are some out of pocket cost for codes and modification,and that cost will be the responsibility of the homeowner, if he would like to continue with the repairs that amount will be paid directly to the company he hired.  If he has any other questions or concerns, he can reach us at ************.
  
  
  Sincerely,
  
  
  
  
  American Home Shield Corporation

  Customer Answer

  Date: 08/22/2022

   
  Complaint: 17579190
  
  Hello *****, Im sorry to bother you, but your email was the one I saw. I filed a complaint against American Home Shield on July 17, 2022. On July 27th they responded that I was approved to use an outside contractor to replace my air conditioning unit and would be reimbursed minus some updates, which amounted to $864. I had the unit replaced and sent the form required along with the invoices for the original diagnosis and replacement to the email address, as they required on August 3,2022. I called the following week to confirm that it was received, the representative said it was in process and I should have a check in ***** days. I called again a week later, because this company has been shady from the start. I was told on August 17th that no paperwork has been received. I spoke to the representatives supervisor who said it showed it was just received that day, I asked for their supervisor to call me. I received a call at 6:40 the following morning, which I was not able to answer. ***************************** did call me later in the day and said he is the supervisor. He said that it doesnt show that any paperwork had been received. I emailed the paperwork again and copied him on the email which he said he had received. He then said that he forward the paperwork on to the reimbursement team, but when I asked he said he couldnt copy me on this. I asked for the email address of his supervisor, when I sent an email it was kicked back as undeliverable. We went through 8 weeks of the heat of summer with no air conditioning, and now they are not following through on the agreement we had through bbb. I would like advice on what I need to do next, the * rating by the bbb is very misleading. I appreciate any help you can offer and have included attachments.

  Customer Answer

  Date: 08/26/2022

   
  Better Business Bureau:
  
  

  Hello *****, I received the check from American Home Shield. I still dont think that the level of customer ********************** deserves a B rating, but I guess you can close the case and Ill hope the check clears. I really appreciate the assistance with this from the BBB and you personally. I was getting nowhere with them on my own. I hope you have a wonderful day.

  
  

  Thank you, 

  
  

  ********

• Initial Complaint

  Date:07/17/2022

  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.

  We have had AHS for the past 4+ years. We have had a few issues but for the most part after battling have finally been resolved. Our AC is failing and after technicians have done inspections, and both have said due to age, the system needs to be replaced, AHS has refused to do any part of the coverage. They claim the system is dirty, and covered in mold and has not been serviced. It has been serviced but with the coils leaking as described by techs, they freeze up, basically collect every piece of dust/lint, then it melts when not in use. With air handler in the attic of house in the ******* US, the heat and moister are obviously going to cause mold. Many reviews and discussions show that AHS is notorious for this type of action, trying to find any way out of a claim. As stated earlier, we had an issue previously with a dishwasher. They finally agreed to replace it after 3 different attempts to repair a part that was a small piece of the overall issue. But we had to battle back then on this situation too. I have asked for a complete report from them on both techs visits for the *** and have yet to receive, (5 days later at this point), and have asked for a manager or high yet to contact me, yet nothing. It is obvious most of their agents are working remotely since they could not connect me with a manager, and hearing kids/dogs in background show their general lack of any customer focus. They are by far, one of the most unscrupulous businesses I have dealt with recently.

  

  Business Response

  Date: 07/29/2022

  July 29, 2022
  
  
  *****************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: ********************* or *************************; AHS Plan No. *********; BBB Case No. 17579172
  
  Dear **********:
  
  American Home Shield ("AHS")is in receipt of your letter advising of the above referenced complaint.  Your letter has been forwarded to me for review and response.
  
  I have reviewed AHS records regarding this matter.  On June 23, 2022, a service request was placed on the air conditioner and Thermal Tech Heating & Air Conditioning was dispatched to diagnose any problems.  On June 28, 2022, it was reported the evaporator coil was leaking refrigerant and the evaporator coil and condenser coil were extremely dirty causing secondary damage to both the evaporator coil and condenser coil which is not normal wear and tear.  Section A.2 of the warranty plan states coverage under this contract includes normal wear and tear malfunctions during the contract term.  Section I.8 of the warranty plan states AHS is not responsible or liable for secondary,incidental, and/or consequential loss or damage resulting from the malfunction of any covered item, or a service contractors neglect or delay in providing,or failure to provide, repair or replacement of such item, including, but not limited to, food spoilage, loss of income, utility bills, additional living expenses, personal and/or property damage. Therefore, based on the information received and the terms of the warranty plan the claim was denied.
  
  The plan holder disputed the diagnosis reported by Thermal Tech Heating & Air Conditioning.  On June 28, 2022, AHS dispatched Piedmont ***************************** to diagnose the air conditioner as a second opinion.  On July 11, 2022, Piedmont ***************************** reported the same diagnosis including the air handler had mold, mildew, dirt and debris on it.  Section I.3 of the warranty plan states in regard to mold, mildew, bio-organic growth, rot, fungus, or pest damage, AHS is not responsible or liable for: a.Damages from such causes; b. Diagnosis, removal or remediation of such conditions; or c. Repairs or replacements necessitated by such causes.  Therefore,based on the information received and the terms of the warranty plan referenced above, the claim remained denied. 
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield Corporation
  
  *****************************
  Claims Resolution Specialist

  Customer Answer

  Date: 07/29/2022

   
  Complaint: 17579172
  
  I am rejecting this response because this is the same exact thing that had previously been stated by agents.  When the technicians state one thing in person and tell you that pictures are sent to AHS  and that that is all they do, and all determinations are done by AHS, it is no reason why every claim has the same out outcome.  I would be willing to settle this amicably but have yet to hear back from claims department   The facts are the system got old and failed, 19+ years, we paid our premiums dutifully, had servicing done a year prior and based on similar complaints, AHS denies basically every AC complaint that comes in.  
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/02/2022

  August 2, 2022
  
  
  *****************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: ********************* or *************************; AHS Plan No. *********; BBB Case No. 17579172
  
  Dear **********:
  
  American Home Shield (AHS) is in receipt of your letter enclosing additional correspondence from plan holder.
  
  AHS has previously received and reviewed plan holder's complaint and stated its position regarding this matter.AHS' position does remain unchanged. Thermal Tech Heating & Air Conditioning and Piedmont ***************************** reported the same diagnosis. Although, Piedmont ***************************** also added the information regarding the mold as well.  AHS relies on the diagnosis from our licensed technicians to determine the course of action for repair or replacement of a covered item.  Therefore, based on the information received from both contractors and Section A.2, Section I.8, Section I.3, of the warranty plan, the claim remains properly denied. 
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield Corporation
  
  *****************************
  Claims Resolution Specialist
  

  Customer Answer

  Date: 08/02/2022

   
  Complaint: 17579172
  
  I am rejecting this response because as already stated, this is typical of AHS in looking through any review of their services.  We had a similar experience with a faulty dishwasher, which after 4 attempts at repair by them, they finally decided to replace it.  Again, with coils freezing, then unfreezing in a hot attic, mold and lint is going to collect more rapidly in the faulty area.  That is simply the way it is.  I understand trying to do everything to not pay on a system of this magnitude, but AHS has no limits on age of devices and at over 19 years old, the system was going to fail at any time.  This is simply an attempt to come up with a reason NOT to have to pay, even though we had paid premiums to them for over 4 years. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/11/2022

  August 11, 2022
  
  
  *****************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: ********************* or *************************; AHS Plan No. *********; BBB Case No. 17579172
  
  Dear **********:
  
  AHS does apologize for the plan holder's frustration regarding this matter. However, my previous correspondence accurately & correctly stated AHS' position regarding this matter. AHS' position does remain unchanged. Unfortunately, there is nothing further AHS will do with respect to this matter and we will be closing our file. 
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield Corporation
  
  *****************************
  Claims Resolution Specialist

  Customer Answer

  Date: 08/11/2022

   
  Complaint: 17579172
  
  I am rejecting this response because of all my previous comments on this situation.  I also reached out to the ***************** over a month ago for all documentation and all items from both companies they sent out and to date, there has been no response for that either.  AHS is by far one of the most unprofessional organizations I have dealt with, from agents with dogs and kids in the background, to the overall lack of response.  I will continue to pursue this though other avenues and will ensure anyone looking for a service like this, understands how awful their service. I will point them to non-paid reviews that show exactly what people think of them. 1.3/1.7 ratings. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/17/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 5 a water heater claim was filed with AHS. As of July 17, AHS has not diagnosed the problem with the water heater, they have not emailed their consumer as promised, and they have not called the consumer as promised. AHS breached its contract by failing to make repairs to a water heater within a reasonable time. Agents for the agency also mislead consumer into thinking they would be contacted when it never occurred. The consumer still has no hot water. She fears for the safety of herself and her family. More details concerning the complaint are attached.

  

  Business Response

  Date: 07/27/2022

  July 27, 2022
  
  
  
  *************************
  BBB of the Mid-South 
  3693 ************* 
  *******, ** 38125 
  
  RE: *****************; AHS Plan No.597264448;BBB Case No. 17578940
  
  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 18, 2022 ******* HVAC reported to AHS that the water heater would need to be replaced. AHS approved the technician to replace the water heater. ******* HVAC has received the water heater. ************** may contact ******* HVAC directly to schedule an installation appointment at ************. This replacement is in progress.
  
  Thank you for your consideration
  
  Sincerely,
  
  AMERICAN HOME SHIELD CORPORATION

• Initial Complaint

  Date:07/17/2022

  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.

  called them to repair the issue with evaporator core hole due to rust and it is sucking hot air into ** system. Two different technicians came out and stated that I have done the rust issue on purpose after 22 years. One even stated that the ** should have been replaced years ago. AHS online statement is that they will take on the warranty work no matter what the condition of the ** is. Once they take your money, oh it is your fault. Every repair I have done with them. was a fight to get them to fix stuff. They claim that I stepped on the aC unit in the attic and caused the internal plastic pan to crack on the seam where two pieces are put together. One Technician stated, "we are not saying you did or did not, but we have to keep our job"??? But technicians report is that I have stepped on the ** unit and a denial of service due to Not normal wear and tear. Maybe it was like that from the beginning and after 22 years it finally rusted through. I have been AHS customer for years. It is like you being accused of something and now you have to claw your way out of it without the ability to defend yourself. Nobody has stepped on the ** evaporator core. I have called and talked to numerous peopled at AHS and they will not change their mind. Now my evaporator core is leaking real bad and damaged my ceiling due to water overflow. All this could have been avoided. The ** has been under their care for years, In addition AHS stated that if their technicians damage something they are not responsible, How could this be? I have a contract with them. I even stated do not replace the unit. It works, just fix the leak. They would not. I paid my money and they took it. They need to do the right thing and fix the unit. I asked my ** technician and he stated that it just old age. AHS does not care about my technical. I asked to provide my ** technician report and they dismissed that action and do not want it.

  

  Business Response

  Date: 07/23/2022

  July 23,2022
  
  
  
  *****************
  BBB of the Mid-South 
  3693 ************* 
  *******, ** 38125 
  
  RE: *********************************; AHS Plan No.601520378; BBB Case No. 17578898
  
  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 April 8, 2022 Mikes Clean Air reported to AHS that the air conditioning unit the main drain pan has cracked it looks like someone stepped on it which caused drain pan to crack. Due to the crack the water has been draining into the air handler unit and it is rusted. Air handler unit is still working. Section I.6.a of the warranty plan states AHS is not responsible or liable for repairs or replacements when the malfunction is due to misuse, abuse, or mistreatment, including but not limited to, removal of parts and damage by people, pests, or pets. Section I.8 of the warranty plan states 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. The repair or replacement for the air conditioner is denied.
  
  On April 13, 2022 May ******* and Air the second opinion company also reported to AHS the same diagnosis. The repair or replacement for the air conditioner is denied.
  
  Although not obligated, in order to resolve this matter amicably, if you are in possession of an invoice or estimate from a HVAC company of your choosing that contradicts the information provided to AHS, you may forward the detailed information to me for review. The requested information should include an itemized breakdown of the costs incurred or estimated for the repair, as well as the technicians diagnosis of what caused the failure. When I have received and reviewed the requested information, you will be further advised of AHS position. Otherwise,based on the information in our possession, I find that coverage of the air conditioner was rightfully denied.
  
  Thank you for your consideration
  
  Sincerely,
  
  AMERICAN HOME SHIELD CORPORATION

  Customer Answer

  Date: 07/23/2022

   
  Complaint: 17578898
  
  I am rejecting this response because:
  Mikes heat and ac was not an independent review.  He read the previous company report prior to my visit thus tainting the evaluation.  He told me he read the previous technicians report and then I challenged him that he is not an impartial reviewer. 

  ***** heat and air stated that he is not saying That I did step on it or not but I have to keep my job?? What does that  mean?  The separation is on the seam and it could have resulted from vibration when the unit runs. They have no proof that I stepped on it and just accusations without facts.  
  
  according to their advertisement the AHS does not even inspect the ac units prior to signing up with them.  Just pay us the money and we will cover the units.  I have been with AHS for years and they serviced my AC units before.  Why did they not fix the drain pan?  It took years for this rust to develop.
  My unit is three feet off the ground and I was accused on stepping on it??

  it noise impossible for me to strep on it.  How do I do that?? It is a 22 year old unit and anything with moisture eventually rusts. Which part do they not understand.  

  I have gotten another AC company and they said that the unit is old and this happens.  It is not because of somebody stepping on it. 

  The AHS signed me up and took my money for years and now that it needs fixing they do not want  to fix It. Rust is a covered item under their warranty. I am not an AC technician and did not step on the unit.   The unit is 22 years old. 
  I appreciate the fact that they will accept my technicians write up for evaluation.  I will send the evaluation. 

   

   

   

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

  

  Business Response

  Date: 07/28/2022

  July 28,2022
  
  
  
  *****************
  BBB of the Mid-South 
  3693 ************* 
  *******, ** 38125 
  
  RE: *********************************; AHS Plan No.601520378; BBB Case No. 17578898
  
  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. However, my previous correspondence accurately & correctly stated AHS' position regarding this matter. AHS' position does remain unchanged. AHS has not received the requested invoice or estimate from **************************, when ************************** has an invoice or estimate for AHS to review, he may forward it to the BBB site. Otherwise,based on the information in our possession, I find that coverage of the air conditioner unit was rightfully denied. It appears this matter has been resolved in accordance with the terms of the warranty plan, and AHS will be closing this file.
  
  Thank you for your consideration
  
  Sincerely,
  
  AMERICAN HOME SHIELD CORPORATION

  Customer Answer

  Date: 07/28/2022

   
  Complaint: 17578898
  
  I am rejecting this response because:
  I am providing a response from my ac company as promised 

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

  

  Business Response

  Date: 08/05/2022

  August 5, 2022
  
  
  
  *****************
  BBB of the Mid-South 
  3693 ************* 
  *******, ** 38125 
  
  RE: *********************************; AHS Plan No.601520378; BBB Case No. 17578898
  
  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 reviewed the estimate ************************** for the replacement of the air conditioner unit. In order to amicably resolve this issue, although not liable to do so, AHS will offer ************************** a reimbursement of $4296.27 for the replacement of the air conditioner unit. If ************************** accepts the reimbursement, he would need to submit a paid invoice or receipt and a verified mailing address.
  
  Thank you for your consideration
  
  Sincerely,
  
  AMERICAN HOME SHIELD CORPORATION

  Customer Answer

  Date: 08/06/2022

   
  Complaint: 17578898
  
  I am rejecting this response because:
  Here is another attempt for AHS to evade responsibility.  I bought the insurance to cover a major expense that I cannot afford to replace.

  AHS advertises for people to buy their coverage for the excessive cost of replacement for ** system and anything  else that cost a lot of money for the homeowner to replace.  In addition, I talked to people that had AHS and they have similar experience where the technician look for a reason to blame the customer or something else.

  So you want me to pay upfront $8600 dollars and then get reimbursed $4300 from you.  So I get insurance because I cannot afford to pay $8600 hundred dollars and now in order to get reimbursed for some of  it from AHS, I have to first spend $8600 dollars?

  Does this make any sense except that I do not have $8600 dollars and so because I do not have it, the AHS will not have to pay anything.  AHS knows this.  Thee odds are in their favor that people do not have that kind of money.  That is why they bought AHS warranty so that I did not have to pay.  I also now have to pay to fix the ceiling and water damage.  

  I talked to another ** company about the drip pan.  According to them it is impossible for me to break it by standing on it. First it is 3 feet off the ground and it has a steel frame that is reinforced by intake bus.  Normal wear and tear.  Just look at the composite plastics made items like the drip pan.  How many last 22 years? It is only attached where the *** pipes take excess moisture away.  If there is a lot of water it overflows.  We are in Georgia and it does overflow and this is the place where the rust is prevalent.  The place where the separation is does not have any water when the ** is running.  It is all by the *** outlet connection.   If this is the case that no moisture can get out, then why use outside drip pans.  The water leaks and nothing is 100%.  it is normal wear and tear.  At the business location we are currently replacing old air handlers that were there 25 years, and guess what , they are all rusted.  Water and steel combination cause rust.

  I did nothing wrong to pay anything.  I did not step step on the evaporator which is 3 feet off the ground.  I talked to multiple ** people that stated that it could not be broken as AHS  techs stated. Technician from ***** ** stated they did not want to lose their job but without proof as he stated, 'I am not saying you did or did not but I do not want to lose my job"?? Also he admitted to reading the other guys report and did not even want to look at the unit.  ****'s technician asked me how old is the unit?  I told him 22 years.  He said that it should have been replaced 10 years ago. 

  The unit is 22 years old and AHS stated that they do not care how old the unit is it will be covered if you sign up and they do nor require the inspection of the system.   The issue is that it was not cooling and my technician checked it properly with test equipment and found out that the unit is leaking freon.  The AHS technicians did nothing like that.  I wouldn't never use people that AHS uses.  To come and not use test equipment to check my unit out is terrible negligence.  

  AHS Now wants me to pay for something that they cover and they know that very few people today have $8600 to pay upfront to fix their ** unit.  They will help with cost but only if I pay upfront.  How can I do that ?  I do not have $8600 and so they will not pay anything until I pay.

  *************** is a lot cheaper than *********** repair. **** ** wanted me to pay $4800 just for the air handler.  

  The AHS needs to do the right thing and pay for the unit replacement.  I paid as required for coverage in case something happens and that is their sales pitch but now they do not want to cover it.  This violated fair trade act also. 

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

  

  Business Response

  Date: 08/16/2022

  August 16, 2022
  
  
  
  *****************
  BBB of the Mid-South 
  3693 ************* 
  *******, ** 38125 
  
  RE: *********************************; AHS Plan No.601520378; BBB Case No. 17578898
  
  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 will offer ************************** the reimbursement of $4,400 for the replacement of the air handler unit, based off the invoice submitted by **************************. If ************************ would like to accept AHS offer, AHS will send the check upfront,and he may proceed with the company of his choice to have the replacement completed.AHS does request a copy of the invoice or receipt for the replacement to return coverage to the **** unit.
  
  Thank you for your consideration
  
  Sincerely,
  
  AMERICAN HOME SHIELD CORPORATION

  Customer Answer

  Date: 08/18/2022

   
  Complaint: 17578898
  
  I am rejecting this response because:

  I did nothing wrong and AHS is responsible for this.
  I appreciate the response but what makes you think I can come up with the other half of $4300.  I have insurance so that I would have to have such a large out of pocket expense.  Because I cannot afford it, especially now. 

  In order to resolve this I am proposing:

  2. I can come up with $1000 dollars to pay out of pocket.   

  3.  You deal directly with **************************.  You order the replacement of the ** directly from them.  You write them a check or a purchase order for the amount minus my $1000 dollars. keep me out of it. I will give them a check for the outstanding $1000 dollars.
  Sincerely
  
  *********************************

  

  Business Response

  Date: 08/26/2022

  August 26, 2022
  
  
  
  *****************
  BBB of the Mid-South 
  3693 ************* 
  *******, ** 38125 
  
  RE: *********************************; AHS Plan No.601520378; BBB Case No. 17578898
  
  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. However, my previous correspondence accurately & correctly stated AHS' position regarding this matter. ************************** is not a company, that AHS has available. AHS'position does remain unchanged. AHS will offer ************************** the reimbursement of $4,400 for the replacement of the air handler unit, based off the invoice submitted by **************************. If ************************ would like to accept AHS offer, AHS will send the check upfront, and he may procced with the company of his choice to have the replacement completed. AHS does request a copy of the invoice or receipt for the replacement to return coverage to the **** unit. Unfortunately,there is nothing further AHS will do with respect to this matter.
  
  Thank you for your consideration
  
  Sincerely,
  
  AMERICAN HOME SHIELD CORPORATION

  Customer Answer

  Date: 09/16/2022

   
  Complaint: 17578898
  
  *****
  I still maintain I did not do anything wrong.
  Based on the response from AHS the price offered to replace the air handler is fair and I accept the AHS response.
  They will send me a check for the repair as soon as possible.
  Thank you

  

  Business Response

  Date: 09/24/2022

  September 24,2022
  
  
  
  *****************
  BBB of the Mid-South 
  3693 ************* 
  *******, ** 38125 
  
  RE: *********************************; AHS Plan No.601520378; BBB Case No. 17578898
  
  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 was able to process a cash reimbursement for the replacement of the air handler unit. ************************** can expect to receive a reimbursement check in the amount of $4,400 (issued by Frontdoor, Inc.) in approximately ***** business days. AHS does request a copy of the invoice or receipt for the replacement to return coverage to the **** unit.
  
  Thank you for your consideration
  
  Sincerely,
  
  AMERICAN HOME SHIELD CORPORATION