Business Profile

Home Warranty Plans

American Home Shield

Headquarters

Complaints

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

Customer Complaints Summary

18,411 total complaints in the last 3 years.
4,981 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:07/14/2022
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.
My AC quit working on 7/6 and I filed a service request with AHS. The contractor came out to the house on 7/7 and informed me that a new compressor is needed and it would take **** days to get the part in. The technician told me to call them the following Tuesday to get tracking information so that I knew when my part was coming in. I called on Tuesday 7/12 and the company told me that AHS was supposed to order it and they had not record of them ordering it. I called AHS and they said the contractor was supposed to order it. They resolved the issue but was still told that it would be another **** days before the part would be delivered to the contractor. I called on 7/13 to ask that the part shipping be expedited, the representative told me that it could be expedited and that it would be delivered to the contractor on 7/14. It has been in the mid 90's where I live and my house is pretty much uninhabitable--but am forced to stay here because I don't have the money and I have pets that need to be monitored because of the heat. I called customer ********************** today 7/14 to get tracking information from AHS and was on hold for 90 min only to be told that they couldn't provide me shipping information and that it had been sent to the contractor. I asked to speak to a manager and was told they would open up a ticket and someone would call me in 24 - 48 hrs. I contacted the contractor and they had no information on the tracking. They called AHS and was told the part was being processed and had not shipped yet despite assurances yesterday it would be delivered today.
Business Response
Date: 07/22/2022
July 22,2022

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

RE: *******************************; AHS Plan No.588625298; BBB Case No. 17566972

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 20, 2022 Precision Engineering informed AHS that the company received the incorrect compressor. AHS purchasing department ordered the correct compressor with a eta date of August 1, 2022. When Precision Engineering receives the compressor for the air conditioner unit, they will contact ************************ for installation appointment.

AHS can offer ************************ to cover $300 of the non-covered cost, if ************************ would like to accept the offer, she may respond to this complaint for the service request to be updated.

AHS will reimburse ************************ up to $250 if she would like to purchase a portable air conditioning unit. She can upload the receipt to the BBB site or email *************************************************************.

Thank you for your consideration

Sincerely,

AMERICAN HOME SHIELD CORPORATION
Customer Answer
Date: 07/22/2022

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: 08/01/2022

Complaint: 17566972

I am rejecting this response because in addition to the cost of a portal AC and my out of pocket expenses, there were official heat advisories issued for my area and I ended up at a hotel where I had to spend over 80k points which is the equivalent of $1k.
Your response mentions only the mistake where you ordered the wrong part. There were multiple mistakes that lead to me being without AC in 90 degree weather for 29 days the first was the fact that your team did not order the part until 5 days after the request. There were multiple phone calls asking for expedition of the part, I was assured this is would happen on more than one occasion only to find out that this was not possible.
On one call I asked to speak to a manager only to be told that a ticket would need to be put in and a manager would call me in 24 - 48 hrs. The next time I called and asked to speak to a manager I was put through to the escalation team. Additionally, I spent over an hour on the phone trying to get a shipping status only to be told that this information is not provided to customers. Your customer ********************** is inconsistent and I spent hours on the multiple times with questions only to be told information can't be provide.
Given all of this I would propose a reimbursement of $1,500.
Sincerely,
*******************************
Business Response
Date: 08/11/2022
August 11, 2022

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

RE: *******************************; AHS Plan No.588625298;BBB Case No. 17566972

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. 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, AHS denies any liability with respect to any damages that you may have incurred and will not comply with your compensation demand. 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
Initial Complaint
Date:07/14/2022
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.
American Home Shield was contacted on 6/6/2022 about air conditioner problems with my new house. I paid the $75 deductible and waited for information for a technician. On 6/17/2022 they end up telling me to find my own technician because they couldnt find one for my area. I contacted a local company and they gave american home shield a quote for fixing the problem. American home shield then contacted me to tell me they would have to get a second opinion. Approximately a week later a second opinion technician comes and gives them a quote. They agree and parts are ordered. After a couple weeks i contact them about equipment ordered and they tell me the contractor has parts and will be calling me for appointment. Time passes and i contact the contractor to find out when they may be coming and am informed that they have covid and they were took off the service order. I call American home shield on 7/12/2022 and am told they will have to find another contractor. I have been on phone everyday with no help from them. This has been going on for 38 days and no help in sight. I have new born baby due in less than two weeks and they will not let me find another contractor to fix. Please help me. I bought this warranty because i knew for probably a year i wouldnt have the money for any big expensives since purchasing the house. They keep putting me off and wont help.
Business Response
Date: 07/22/2022
July 22, 2022

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

RE: ****************************; AHS Plan No. *********; BBB Case No. 17566869

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 there is an open work order for an air conditioner, and on 7/21/22 he spoke with one of our research specialists and he informed the agent that Reeps Air & Refrigeration LLC, will be at his home that day. If he is still in need of service, he can reach ** at ************.

Sincerely,

American Home Shield of *****, ****
Initial Complaint
Date:07/14/2022
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.
American Homesheild is our home warranty company. I recently accepted a cash out offer for (two) repairs that I had done in my home. I spoke with a representative who confirmed to me where my reimbursement check would be mailed to. They told me to wait ***** business days and I would receive payment at my address. After the awaited time I did not receive payment. I contacted American homesheild and they then informed me that they mistakenly sent it to the wrong address and now I need to wait 21 days to investigate and another ***** days for my payments for both checks. This is unacceptable because of their mistake. To make matters worse every time I call for an update I get completely different information from each representative! I just keep getting the runaround from these people and they seemed very confused. Ive tried handling the issue with the supervisors there but still dont seem to get any results in payment(s) that are owed to me. The dispatch number for both items which I was supposed to be reimbursed are ********* & *********.
Business Response
Date: 07/18/2022

July 18, 2022

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

RE:      ***************************; AHS Plan No. *********; BBB Complaint Case No. 17566771

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

American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.

I have reviewed AHSrecords with regard to the customers complaint. The reimbursements in lieu of AHS cost of repairs have been reissued to the corrected address provided by ******************. The customer should receive the reimbursements in approximately ten to fifteen days.

Thank you for your consideration.

Sincerely,

AMERICAN HOME SHIELD CORPORATION
Customer Answer
Date: 07/18/2022

Better Business Bureau:

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

Sincerely,

***************************
Initial Complaint
Date:07/14/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I've been a customer of ********************** for over 3 years. I filed a claim for our washing machine over 3 months ago. I've had to miss with 4 times to sit at home and wait for them to show up. One of the four times, nobody showed up but reported they they did. The 3 times that someone did show up, the technician didn't know how to fix it. Now AHS has closed my claim without resolving anything and they won't respond to me. My washing machine should've been replaced after the 2nd time, but now it's been 4 times and they did nothing.
Business Response
Date: 07/21/2022
July 21, 2022

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

RE:      *************************; AHS Home Protection Plan No. *********; Complaint Case No. 17566795

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

American Home Shield of *******, **** (AHS) is in receipt of your letter dated July 14, 2022, advising of the above referenced complaint. The letter has been forwarded to me for review and response.

I have reviewed AHS records regarding Ms. ***** washing machine. On April 15,2022, ************ placed the service request and AHS assigned ***** to diagnose the problem with the washing machine. ***** has repeatedly noted that no mechanical issue was found on the washing machine by their service contractor. Therefore,no repair or replacement was authorized under the AHS plan.

In order to verify the diagnosis AHS has now assigned ******* Service of ****** LLC *************) to run a second opinion service request on the washing machine with no additional trade service call fee due from ************. Once ******* Service of ****** LLC completes the second opinion service request and reports their findings to AHS, AHS will advise ************ of our position regarding the washing machine.

Thank you for your consideration.

Sincerely,

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

***** Cody
Customer & Regulatory Claim Resolution Specialist
Customer Answer
Date: 07/22/2022

Complaint: 17566795

I am rejecting this response because:

Complaint: 17566795

I am rejecting this response because: I have had to miss half of a day of work FOUR times already and they want me to do it again? AHS told me on the 4th time that would be the last time. Either they'd fix it then or replace it. I can't afford to keep missing work. I paid AHS my $100 and all I've gotten is time missed from work. I've shown example after example of articles of clothing to the repair men as well as attached them to emails and on here again. AHS has not held to up to our contract. Just because the repairmen didn't know how to fix it doesn't mean I should lose $100 and still have a malfunctioning machine. Their options are to replace the washing machine, or refund my $100 and cancel the contract.

Sincerely,

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

Sincerely,

*************************
Business Response
Date: 08/03/2022
August 3,2022

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

RE:        *************************; AHS Home Protection Plan No. 553404797;Complaint Case No. 17566795

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

American Home Shield of *******, **** (AHS) is in receipt of your letter dated July 25,2022, regarding the above referenced complaint.

AHS does apologize for Ms. ***** frustration regarding the washing machine. *********** has chosen to not allow another AHS-authorized service contractor to perform a diagnosis on the washing machine. In order to amicably resolve this matter AHS is now refunding the $100.00 trade service call fee and has cancelled the current AHS plan coverage (AHS Home Protection Plan Number ********* for the plan term of July 12, 2022 to July 11, 2023) with a full refund of $87.16. These refunds will be sent back to Ms. ***** payment source.Please allow 30 days for the payment source to process the refunds from AHS.

Thank you for your consideration.

Sincerely,

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

***** Cody
Customer & Regulatory Claim Resolution Specialist
Customer Answer
Date: 08/03/2022

Complaint: 17566795

I will accept this response once I receive my refunds since AHS is clearly not going to hold up their side of the contract. This will be documented on ****** reviews and BBB reviews so that future potential buyers of this "contact" can be forewarned that they don't hold up to their contact. Thank you to BBB for mediating, I just wish AHS had a little bit of integrity.

Sincerely,

*************************
Initial Complaint
Date:07/14/2022
Type:Customer Service 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.
Service: #********* Above service request was opened on 7/12 and haven't heard from the assigned contractor. i have attempted to call the contractor a few times but no answer. I called AHS requesting to re-assign the contractor but the customer ********************** agent in ********** hesitate to reassign the contractor. i have been sitting in the house for 2 days without air conditioning . AHS outsourced all customer *********************** to offshore teams and they can't make any decisions. It is horrible.
Business Response
Date: 07/27/2022
July 27, 2022

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

RE: *******************; AHS Plan No.661514557;BBB Case No. 17566801

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 22, 2022 a recall service request was placed for the air conditioner unit. ******************** serviced the air conditioner unit on July 25, 2022. The repair has been completed.

Thank you for your consideration

Sincerely,

AMERICAN HOME SHIELD CORPORATION
Customer 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,

*******************
Initial Complaint
Date:07/14/2022
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Contract Agreement ********* Term: 09/30/2021 - 09/29/2022 Service: #********* I requested for a hose bib that needs to be replaced, it was the worst experience just trying to get someone to come out to look at it. The technician finally made it out and said he needed to order parts in order to make the repair. Both the technician and American Home Shield told me it was covered and just needed to get scheduled. A week later, the technician lied to American Home Shield and said someone was hanging onto the hose bib and that the damage was not due to wear and tear. I just moved to this home and inspection was complete, this damage was due to wear and tear, but now they want to charge me $350 to get this repaired.This hose bib is covered and I requested them to send another company to get a second diagnosis so that they can provide a truthful diagnosis and make the repair; however, they ignored my request.I need them to make the repair and not charge additional monies because I already paid the $75 deductible.
Business Response
Date: 07/22/2022
July 22, 2022

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

RE: **********************; AHS Plan No. *********; BBB Case No. 17566483

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

American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.

Thank you for sharing ****************** feedback and we apologize for any frustrations and inconveniences he may have experienced. Our records indicate that on 6/5/22 a work order was created for his faucet and per the technician with *********************, somebody was hanging off the hose bib and caused damage to the hose bib, and it was denied for not normal wear and tear. If **************** dont agree with the diagnosis, he can request 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 he would like the second opinion,he can reach us at ************.

Sincerely,

American Home Shield Corporation
Customer Answer
Date: 07/24/2022

Complaint: 17566483

I am rejecting this response because: when I asked them to send a different technician, they told me the answer was no. Now they're playing games. That technician is an idiot, why would anyone hang off a hose bib, is he an idiot? why would I purposely damage my own house, that makes absolutely no sense. They need to reimburse the $75 that they took from me and reimburse for whatever cost I incur to fix this myself. I can't do business with idiots.

Sincerely,

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

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

RE: **********************; AHS Plan No. *********; BBB Case No. 17566483

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

American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.

Thank you for allowing us the opportunity to assist **************** with his complaint, the technicians are our eyes and are dispatched to the home to diagnosis the failure to the covered item; and per the technician with *********************, the work order for his faucet was denied for not normal wear and tear. On 7/27/22 paperwork was submitted for refund of his service fee in the amount of $75; please allow ***** business days for processing, payment will be credited back to the original method of payment. *************** was offered a second opinion, if he would like to accept the offer, he can reach us at ************, we will not reimburse him for any expenses he accrued for repairs, he has not been approved for outside authorization. No further reimbursements are due. We will stand on the denial.

Sincerely,

Customer Answer
Date: 07/27/2022

Complaint: 17566483

I am rejecting this response because: they are lying. AHS said no to me when I asked them for a second opinion. I will wait for my refund. I don't want to deal with liars.

Sincerely,

*********************
Initial Complaint
Date:07/14/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased an AHS warranty Made a claim about 2 months later AHS tech came out and wouldn't share findings, AHS after 2 months claims its a pre-existing condition It is not a pre-existing condition since the unit was working ok for months until the claim was filed
Business Response
Date: 07/20/2022
July 20, 2022

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

RE:***********************; AHS Plan No. *********; BBB Case No. 17566427

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 15, 2022 for the air conditioning system and **** A/C & ************ was dispatched to diagnose any problems. It was reported by **** A/C & ************ that the air conditioning system was leaking refrigerant and the failure predated the start of the agreement plan. Section A.2 of the agreement plan states coverage under this contract includes normal wear and tear malfunctions during the contract term. Based on the information provided and the terms of the plan, AHS was unable to authorize for any repairs.

Section C.2.e of the warranty plan states AHS reserves 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. Although not obligated to, in an attempt to resolve this matter, AHS will dispatch a second opinion vendor at no additional trade service fee cost to ***************.

Royal Flush A/C & Heating LLC has been dispatched to diagnose any problems with the air conditioning system and will be contacting **************** to schedule an appointment. **************** may reach Royal Flush A/C & Heating LLC at ************ if he has any questions related to the appointment. AHS will make a coverage decision based on the diagnosis received and the terms of the plan.

Thank you for your consideration.

Sincerely,

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

*************************
Claims Resolution Specialist
Customer Answer
Date: 07/20/2022

Complaint: 17566427

I am rejecting this response because:
Due to the delays in getting any response from AHS I went and paid for the repair from my own pocket.
It is absurd to wait 6 weeks before making a decision...
I got a 10 year warranty ASPEN coil for $1800 installed.

I will be pursuing reimbursement from AHS, I would appreciate your guidance how to submit for reimbursement.

Sincerely,

***********************
Business Response
Date: 07/26/2022
July 26, 2022

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

RE:***********************; AHS Plan No. *********; BBB Case No. 17566427

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 correspondence accurately and correctly states the information in our possession. Section C.1-c of the agreement plan states AHS will not reimburse for services performed without its prior approval. Although not obligated to, in an attempt to resolve this matter, AHS will review an invoice or estimate related to the air conditioning repair that contradicts the information provided to AHS. The requested information should include an itemized breakdown of the costs incurred or estimated for the repair, as well as the technicians diagnosis of what caused the failure. When I have received and reviewed the requested information, you will be further advised of AHSposition. Otherwise, based on the information in our possession, I find that coverage of the air conditioning system was rightfully denied.

Thank you for your consideration.

Sincerely,

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

*************************
Claims Resolution Specialist
Customer Answer
Date: 08/18/2022

Complaint: 17566427

How do i submit this invoice if the complaint is closed

Sincerely,

***********************
Business Response
Date: 08/25/2022
August 25, 2022

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

RE:***********************; AHS Plan No. *********; BBB Case No. 17566427

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 correspondence stated AHS is willing to review an invoice or estimate related to the air conditioning repair. **************** has provided an invoice from a company of his choice (***********)for the installation of the evaporator coil in the amount of $1,800.00. The invoice provided does not include the diagnosis for the cause of the failure or the itemized breakdown of costs incurred as requested. Please be advised that an AHS offered a second opinion vendor; however, **************** declined the appointment.

Please be advised AHS will not reimburse for services performed without its prior approval (Section C.1-c). Although not obligated to, in an attempt to resolve this matter amicably, AHS will issue a check in the amount of $900.00 towards the unauthorized air conditioning repair. The check for $900.00 has been processed and will arrive in approximately ***** business days.

Thank you for your consideration.

Sincerely,

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

*************************
Claims Resolution Specialist
Initial Complaint
Date:07/14/2022
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.
Requested a service on 04/10 with AHS for an A/C repair. AHS had ************* check the unit and decided a compressor needs to be replaced and I have to pay 1102$ for uncovered Freon/martial +100$ serv fee. 6 weeks later, the unit was down again, I requested service on 6/11 and they said it is a compressor again and I have to pay 736$ for the new Freon AGAIN. I paid the 736$ and the technician show up on 06/20 and decided to not replace the compressor because he needs also to change the Condenser(coil). I asked why you guys didnt say that when you first diagnose the unit, he said it is the previous tech mistake. They contacted me and said it will take until the 1st week of July to get the part and I have no other option than just wait or buy a new unit for 6k, We purchased window units just to cool down the house. In 1st week of July, I called for more than 24 calls with no updates just waiting. On 07/12 I received a cash offer of 220$ to fix my unit and replace the compressor and coil, I called AHS and ask if this is a joke, how can I fix a unit with a compressor problem (the one contractor damaged) for 220$, the representative said you take it or leave it and wait. I requested a prof ** at my own cost to check the unit and he was surprised that the unit is opened, screws are everywhere, and grease was out of the compressor which provides a safety hazard for children and animals, he said he cant fix the unit and the whole unit have to be replaced. I have documented each detail and have docs/pics and reserve my right to take the case to the court. The unit cant be fixed for 220$, my money is still held by the contractor, my 4-year-age unit is damaged by the unprofessional and unskilled work of the AHSs contractor, and a family of 4 children lives in ***** without an ** since Jun 11th, and tens of hours of my time calling both the AHS and their contractor and they both did not care about the situation and kept asking me to just wait. We can't wait any longer!!!
Business Response
Date: 07/27/2022
July 27,2022

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

RE: *************************; AHS Plan No.662867617; BBB Case No. 17562189

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

American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.

AHS does apologize for the plan holder's frustration regarding this matter. On June 15, 2022 ********* reported to AHS that the compressor will need to be replaced.AHS approved the technician to replace the compressor. The technician stated once they company attempted to replace the compressor there was a failure found to the condenser coil. ********* ordered the condenser coil through the manufacture due to the part is under warranty. Section A.6 of the warranty plan states AHS will not repair or replace malfunctions covered by a manufacturer, distributor, builder, or an extended warranty.

On July 20, 2022 ********* was informed by **************** that he no longer wanted to proceed with the company obtaining the condenser coil. ********* has reimbursed **************** the non-covered amount $736 back to the original card used to make the payment.

In the alternative to having the repair completed by *********, AHS offered **************** the option of accepting cash in lieu of AHS cost of the authorized repair, up to the amount of $220. Section A.5.c of the warranty plan provides that in some instances, AHS may offer the customer the option of accepting cash in lieu of repair or replacement services. This offered amount is based on what AHS would expect to pay (which is substantially less than retail cost) for parts and labor for covered items less the incurred cost of the contractors diagnosis.If the customer accepts such an offer, the customer is required to repair the item or provide a new replacement and send the acceptable proof of their actual itemized costs to AHS before any reimbursement amount will be paid.

Thank you for your consideration

Sincerely,

AMERICAN HOME SHIELD OF *****, ****
Customer Answer
Date: 07/31/2022

Complaint: 17562189

I am rejecting this response because:
1- The unit is damaged by the unprofessional and unskilled work of the AHSs contractor, they replaced the compressor on April 20th and I paid them 1102$ and they want to replace it again on June ************************ another 736$.
2- I brought a third party professional AC repair company to check the unit after waiting for more than a month and paid them 89$ and they told me the unit is not repairable and need to be replaced.
3- I have contacted AHS's customer ********************** and the contractors for hours and have no results other than you need to wait for more weeks without any ETA, and after more than a month of NO AC and family of 4 children lives in ***** without an AC since Jun 11th and no actions or no any sense of urgency from AHS. I had to fix the unit from my own pocket and paid 2700$, this is done after AHS's contractor keep telling me this may take more weeks and No actions or help from AHS.
4- The 220$ that offered by AHS wouldn't repair my unit or cover all the suffering that the family had for more than a month without an AC, It wouldn't cover the damaged to my less than 4 years of age AC unit that done by the unprofessional and unskilled work of the AHSs contractor.
I have attached the receipts for the technician diagnostic as well as his report. Also, I'm attaching the receipt for the work that done to my AC which I have to pay in addition to the 1102$ I paid to AHS's contractor on April 20th. Also attaching the technician state registration and the new unit registration.

Sincerely,

*************************
Business Response
Date: 08/09/2022
August 9, 2022

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

RE: *************************; AHS Plan No.662867617; BBB Case No. 17562189

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 27, 2022 ********* informed AHS that the company is waiting for the condenser coil from the manufacture due to the coil is under a manufacture warranty. Section G.9 of the warranty plan states AHS is not responsible or liable for any delay in service or failure to provide service caused by conditions beyond AHSs control. In order to amicably resolve this issue, although not liable to do so, AHS can offer **************** the option of accepting cash in lieu of AHS cost of the authorized repair, up to the amount of $1394.50. Section A.5.c of the warranty plan provides that in some instances, AHS may offer the customer the option of accepting cash in lieu of repair or replacement services. This offered amount is based on what AHS would expect to pay (which is substantially less than retail cost) for parts and labor for covered items less the incurred cost of the contractors diagnosis.

If **************** would like to accept AHS CIL reimbursement offer of $1394.50, may he please verify the address that he would like to check to be mailed to.

Thank you for your consideration

Sincerely,

AMERICAN HOME SHIELD OF *****, ****
Customer Answer
Date: 08/09/2022

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.
AHS can send the check to my address below:
*****************************
907 ****************, ***********, ** 21617

Sincerely,

*************************
Customer Answer
Date: 09/01/2022

Complaint: ********

Good afternoon *****,
My name is *************************, complain No: ********. I have accepted the *** reimbursement offer of 1394.50$ and they have to send me a check. However, I have not received anything yet from *** and it have been more than 3 weeks! Would you please contact them and see what happen with the payment. Thank you so much for the help!

*****************************
Tel: ************
Business Response
Date: 09/11/2022
September 11,2022

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

RE: *************************; AHS Plan No.662867617; BBB Case No. 17562189

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 processed the *** reimbursement offer of $1,394.50, to the address requested: ************************************************************************. When the **************** is in possession of an invoice from a licensed and insured **** company for the completed repair, she may forward the detailed information to AHS to return coverage for the **** unit. **************** will receive the reimbursement within ***** business days.
Thank you for your consideration

Sincerely,

AMERICAN HOME SHIELD OF *****, ****
Initial Complaint
Date:07/14/2022
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.
They continue to call me over and over, trying to sell me a insurance program. Last night they called me 5 times between 7pm and 10pm. They have called as early as 4am, and they called again this morning. I have repeatedly asked to be removed from their call list. the number they called from ************
Business Response
Date: 07/21/2022
July 21, 2022

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

RE: ******************************; AHS Plan No. N/A; BBB Case No. 17566292

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 7/21/22 a Do Not Solicit Form has been submitted;please allow ***** business days for processing.

Sincerely,

American Home Shield Corporation
Initial Complaint
Date:07/14/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
i have a home warranty with American home warranty. when i entered in to the contract i was offered a ********************* tune up. so i called today and they told me that we only offer this bettwen march and june and that i can not take avantage of this free service. it states nothing in the contact hat it has to been used in that time period they also said they they send out emails ketting customers know this. i told i never got this email and show me when you sent it to me.
Business Response
Date: 07/23/2022
July 23,2022

*************************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *******************************; AHS Plan No. *********; BBB Complaint Case No. ********
Dear ********************:
American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.
Thank you for providing the complaint from ******************** regarding the request for regarding the requested HVAC tune up for his air conditioning; we appreciate the opportunity to address the matter.

AHS has reviewed our records regarding Mr.Dennisons complaint; we show the warranty agreement went into effect on 01/12/2022. When contacted on 07/14/2022, requesting an HVAC tune-up, the Specialist advised the request could not be placed because the option was no longer available. We show that a member of our ********************** spoke with ******************** also to address the concern. They confirmed the spring HVAC tune-up program is from March thru June only; unfortunately, the option is no longer available in our automated request system once the time frame expires.AHS does apologize for any frustration or inconvenience experienced; if there are additional questions or concerns, ******************** can be assisted by calling ************.

Thank you for your consideration.
Sincerely,
American Home Shield of *****, ****

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