Complaints

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

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  American Home Shield

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

  
• 

  Home Security of America

  Unlisted Milwaukee, WI 53201

  
• 

  American Home Shield Corporation

  1051 N Kirk Rd Batavia, IL 60510

• 

  American Home Shield

  Macon, GA 31210

• 

  Home Security of America, Inc.

  PO Box 650993 Dallas, TX 75265

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.

  I have paid AHS premiums in the amount of $7200.00 in the last eleven years. I asked for a service call on my air conditioner. The tech they sent out asked me what was wrong, but didn't perform any tests. He was in my house for ten minutes. He suggested a new evaporator coil. I had two independent Contractors tell me that it was not an ethical decision to put a new coil in a 20 year old unit. Meanwhile, AHS told me if they replaced the evaporator coil it was going to cost me $2075.00. (I have saved all correspondence). I asked why I was being charged for ANYTHING?? They said they would only pay for refrigerant up to $10/lb. It's in the contract, but ridiculous, because it costs around $100.00/lb. They said it needs 8 lbs, costing me approx. $800.00. They said the remaining $1275.00 was for code upgrades. I would be paying out of pocket for the coil. AHS agreed to give me a cash option of $880.00 to have it fixed myself. I asked for a second opinion since the first technician did not perform any tests. Second technician arrived 5-6 days later. He never reported back to AHS, so I had to wait several more days. I spent 18 days trying to get a resolution. It's ******* degrees where I live. Nobody tried to help. I called approx. ten times, and got ten different people, none who new me or knew of my case history. I asked repeatedly to talk to a Supervisor and was told there was none available, Also, no person I ever talked to knew anything about AIR CONDITIONERS. They were ALL reading a script. I had to take the cash option to avoid staying at relative's house any longer, and getting my own Contractor to do a full replacement of inside/outside units. My lowest bid was $7500.00 by an independent Contractor. Contractor said once he removed the coil, there was damage to the expandable piece that attaches to the upper piece and it was allowing a huge air loss into the closet. I want a refund of $1275.00 for the original cost to replace that AHS quoted me.

   

  CONSUMER SUBMITTED NEW INFO: I need to change the price I am out of pocket from $7500.00 to $5500.00.
  I realized afterwards I had entered the wrong amount after I checked my receipt.

  

  Business Response

  Date: 07/27/2022

  July 27, 2022
  
  
  *****************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: *********************;AHS Plan No. *********; BBB Case No. 17565672
  
  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 17, 2022, a service request was placed on the air conditioner and All Pro Services was dispatched to diagnose any problems.  On June 23,2022, it was reported the evaporator coil and thermal expansion valve would need to be replaced and AHS authorized that repair in accordance with the terms of the warranty plan.  All Pro Services explained to properly replace the evaporator coil and thermal expansion valve they would need to dispose of the old equipment, add refrigerant, make modifications, and bring it up to code.  Section H.8 of the warranty plan states AHS is not responsible or liable for the cost of construction, carpentry, or other modifications.  Section I of the warranty plan states AHS is not responsible for any upgrades, work, testing or costs required to comply with any federal, state, or local laws, regulations or ordinances or utility regulations, or to meet current building or zoning code requirements, or to correct for code violations.  Section F.1 of the warranty plan states AHS will pay up to $10 per pound per occurrence for refrigerant. Customer is responsible for payment of any costs in excess of $10 per pound.  Section H.2 of the warranty plan states you may be charged an additional fee by the service contractor to dispose of an old appliance, system or component, including, but not limited to the following items: condensing units, evaporator coils, compressors,capacitors, refrigerators, freezers, water heaters, and any system or appliance which contains dangerous or hazardous materials.  Therefore, based on the information received and the terms of the warranty plan, the plan holder was responsible to pay All Pro Services directly for the non-covered codes, disposal, modifications, and excess refrigerant cost over the contract limit. 
  
  The plan holder indicated they may prefer to use their own licensed and insured contractor to replace the evaporator coil and thermal expansion valve.  Section H.13 of the warranty plan states AHS reserves the right to provide pre-approved reimbursement of itemized costs or cash back in lieu of repair or replacement.Both preapproved reimbursement of itemized costs and cash back in lieu of repair or replacement will be based on what AHS would ordinarily expect to pay for the same parts and labor, which may be less than retail or your actual cost. Acceptable proof of your actual itemized costs must be provided to AHS before any reimbursement amount may be paid. AHS offered our cost to replace the evaporator coil and thermal expansion valve ($880).
  
  On June 27, 2022, the plan holder disputed the diagnosis reported by All Pro Services.  On June 28, 2022, AHS dispatched Quality HVAC, LLC, to diagnose the air conditioner as a second opinion. On July 9,2022, it was reported the evaporator coil would need to be replaced.  As both diagnosis were the same, AHS elected to continue with the authorized contractor All Pro Services. 
  
  AHS records indicate the cash in lieu of $880 was processed in accordance with the provisions referenced above.  A check (#********) in the amount of $880 was released by FrontDoor, Inc., on behalf of AHS. AHS denies reimbursement over our cost of the authorized repair.
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield of *****, Inc.
  
  *****************************
  Claims Resolution Specialist

  

  Business Response

  Date: 09/08/2022

  Date Sent: 7/27/2022 8:04:33 AM
  July 27, 2022
  
  
  *****************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: *********************; AHS Plan No. *********; BBB Case No. 17565672
  
  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 17, 2022, a service request was placed on the air conditioner and All Pro Services was dispatched to diagnose any problems.  On June 23, 2022, it was reported the evaporator coil and thermal expansion valve would need to be replaced and AHS authorized that repair in accordance with the terms of the warranty plan.  All Pro Services explained to properly replace the evaporator coil and thermal expansion valve they would need to dispose of the old equipment, add refrigerant, make modifications, and bring it up to code.  Section H.8 of the warranty plan states AHS is not responsible or liable for the cost of construction, carpentry, or other modifications.  Section I of the warranty plan states AHS is not responsible for any upgrades, work, testing or costs required to comply with any federal, state, or local laws, regulations or ordinances or utility regulations, or to meet current building or zoning code requirements, or to correct for code violations.  Section F.1 of the warranty plan states AHS will pay up to $10 per pound per occurrence for refrigerant. Customer is responsible for payment of any costs in excess of $10 per pound.  Section H.2 of the warranty plan states you may be charged an additional fee by the service contractor to dispose of an old appliance, system or component, including, but not limited to the following items: condensing units, evaporator coils, compressors, capacitors, refrigerators, freezers, water heaters, and any system or appliance which contains dangerous or hazardous materials.  Therefore, based on the information received and the terms of the warranty plan, the plan holder was responsible to pay All Pro Services directly for the non-covered codes, disposal, modifications, and excess refrigerant cost over the contract limit. 
  
  The plan holder indicated they may prefer to use their own licensed and insured contractor to replace the evaporator coil and thermal expansion valve.  Section H.13 of the warranty plan states AHS reserves the right to provide pre-approved reimbursement of itemized costs or cash back in lieu of repair or replacement. Both preapproved reimbursement of itemized costs and cash back in lieu of repair or replacement will be based on what AHS would ordinarily expect to pay for the same parts and labor, which may be less than retail or your actual cost. Acceptable proof of your actual itemized costs must be provided to AHS before any reimbursement amount may be paid.  AHS offered our cost to replace the evaporator coil and thermal expansion valve ($880).
  
  On June 27, 2022, the plan holder disputed the diagnosis reported by All Pro Services.  On June 28, 2022, AHS dispatched Quality HVAC, LLC, to diagnose the air conditioner as a second opinion. On July 9, 2022, it was reported the evaporator coil would need to be replaced.  As both diagnosis were the same, AHS elected to continue with the authorized contractor All Pro Services. 
  
  AHS records indicate the cash in lieu of $880 was processed in accordance with the provisions referenced above.  A check (#********) in the amount of $880 was released by FrontDoor, Inc., on behalf of AHS.  AHS denies reimbursement over our cost of the authorized repair.
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield of *****, Inc.
  
  *****************************
  Claims Resolution Specialist

  Customer Answer

  Date: 09/14/2022

   
  Complaint: 17565672
  
  I am rejecting this response because: I was originally quoted $2075.00 to have the evaporator coil replaced by AHS. I accepted $880.00 from AHS to have my own Contractor replace the coil. When it was disassembled, the Contractor found that the entire inner unit was coated in mold, and the plenum and expandable piece were leaking and needed replacing. The Contractor showed me what needed replacing, and the fact that a technician cannot tell what is defective until it's disassembled. I had to pay $5500.00 to get it done right. I am seeking $1195.00 from AHS to make this right. ($2075.00-$880.00). 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 09/26/2022

  September 26, 2022
  
  
  ***************************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: *********************;AHS Plan No. *********; BBB Case No. 17565672
  
  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.  AHSrecords indicate the cash in lieu of $880 was processed in accordance with the provisions of the warranty plan.  A check (#********) in the amount of $880 was released by FrontDoor, Inc., on behalf of AHS.  AHS denies reimbursement over our cost of the authorized repair.
  
  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.

  I have a home warranty under them since 2010. I pay $50 a month for the last 12 years. I had sewage backing up in my house. Stoppage, pipe leaks, and toilet are all things that are covered or "serviceable items" according to them. I didn't have a toilet to use or a shower. I had to refile the claim because they wouldn't change it to an emergency. They a sent a company RDN Plumbing. The company told me they didn't have access to the blockage -they said the "house trap" was not to be found. Even though I showed it to them in the front yard, they told me it wasn't it and they would need to pull my toilet (the cost was another $280) on top of my service fee ($75). After I agreed out of desperation they proceeded to tell me they couldn't and left. They refused to do anything and left my house as it was. I called AHS back was put on hold. In the meantime, another plumber was contacted. They came in 30 minutes and used the house trap that was in the front of the house to unclog the drain. The same pipe/drain the other company lied about. The A1 plumbing company fixed it within an hour and I was charged $259 for the service. When I called AHS back to complain about the scam they were running on me, they charged me the $75 fee and refused to reimburse me for the cost of the plumber. My argument with them was that the issue was a serviceable item and should've been covered by the first plumber, but they sent scammers from that crappy company and they ripped me off. I have a contract with AHS for a reason and they need to reimburse me. The first company said they couldn't do the job because of the "lack of an access point with the house trap not being located". Which was a lie, because I showed it to them and the other plumbers signed a letter attesting that is what they used to pump it. Please help! I want my $259 (which I have a receipt for the cost) and I want out of this horrible contract with AHS. They already broke it. I have consumer rights.

  

  Business Response

  Date: 07/20/2022

  July 20, 2022
  
  ***************************
  BBB of the Mid-South
  3693 *************
  *******,** 38125
  
  RE:*******************************; AHS Plan No. *********; BBB Case No. 17565683
  
  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 plumbing service request was placed on June 29, 2022 and RDN Plumbing LLC was dispatched to diagnose any problems.  RND Plumbing LLC reported there was no access available to clear the stoppage.  Section E.5 of the agreement plan states costs to locate or access cleanouts not found or inaccessible, or to install cleanouts is listed as not covered.  Although not obligated to do so, AHS will refund the trade service fee of $75.00 back to the payment source in ***** business days as a courtesy. 
  
  AHS has reviewed the invoice provided by ******************** and it appears the stoppage was cleared from an access that was located by Ms. ********* vendor.  AHS will reimburse ******************** for the services performed by the plumbing contractor of her choice to clear the stoppage in the amount of $259.00.  AHS apologizes for any inconvenience experienced by ******************** regarding this matter.  The check for $259.00 will arrive in approximately ***** business days. 
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield Corporation
  
  *************************
  Claims Resolution Specialist 
  

• Initial Complaint

  Date:07/14/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Called for service on 5/10/2022, was dispatched immediately to local contractor, Dispatch #*********. Part for Heat pump put on order through American Homeshield on 5/17/2022. Part is on back order from THEIR supplier, however is available locally, on Amazon, York and ******* (their mother company). American Homeshield is refusing to order from another supplier. Have been on the phone with them for 42 hours in the past 11 weeks, with no resolution. Have been without air conditioning (central) and heat since May 10th, in 100+ degree weather, it is 96 degrees inside my home.

  

  Business Response

  Date: 07/21/2022

  July 21, 2022
  
  
  ***************************
  BBB of the Mid-South 
  3693 ************* 
  *******, ** 38125 
  
  RE: **********************************; AHS Plan No. *********; BBB Case No. 17565622
  
  Dear ***************************: 
  
  American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response. 
  
  Thank you for sharing Ms. ********* feedback and we apologize for any frustrations and inconveniences she may have experienced. Our records indicate that on 5/10/22 a work order was created for an air conditioner, and on 5/17/22 it was transferred to the furnace and it was dispatched to H.D. Service ************** and per the technician, the condensing unit is leaking, causing the unit not to cool, will need to replace the condensing unit.  The unit has been ordered with an estimate arrival date of 7/25/22, once the part arrives, the technician will contact her to schedule an appointment for installation.  On 7/21/22 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.
  
  
  Sincerely,
  
  
  
  
  American Home Shield Corporation

• Initial Complaint

  Date:07/14/2022

  Type:Billing 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.

  Upon attempting to cancel, I was charged $475.88 for a duplicate account that was not created with my consent. I have attempted to dispute the charge twice now with my credit card company to no avail, while attempting to reach AHS non-US-based call center no less than eight times; sometimes I get a call back, sometimes I dont and nonetheless the issue remains unresolved.

  

  Business Response

  Date: 07/17/2022

  July 17, 2022
  
  
  *****************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: ***************************;AHS Plan No. *********; BBB Case No. 17565569
  
  Dear **********:
  
  American Home Shield ("AHS")is in receipt of your letter advising of the above referenced complaint.  Your letter has been forwarded to me for review and response.
  
  I have reviewed AHS records regarding this matter.  AHS does apologize for the plan holders frustrations regarding this matter.  On July 11, 2022, the plan holder reviewed this matter directly with the plan holder. AHS ensure the warranty plan associated with the contract number ********* was cancelled and back dated to May 3, 2022.  The plan holders financial institution removed the funds ($475.88) from AHS on June 24, 2022.  If the plan holder has not received that reimbursement,they will need to follow up with their financial institution.  The plan holder *** disregard any ******** that *** cross in the mail or email within the next 10 to 14 business days.
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield Corporation
  
  *****************************
  Claims Resolution Specialist
  

• 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.

  I have a home warranty via American Home Shield, I pay a monthly fee of 60.00, and a $75.00 service fee whenI see repairs to my home appliances and/or systems. I recently placed a service call for my air conditioning. American Home Shield charged me for the service call and sent out a company to repair my AC; this was June 24th. The AC was not repaired on the first call, so I called again. The company they sent came out a second time repair the AC and I was charged an additional 186.00 by ******* Heating and Cooling ###-###-####-, yet my AC is still not working. When I try to reach them, they don't answer nor do they return my call. I called American Home Sheild and they have NOT sent another company to repair my AC. When I call American Home Shield, they tell me they will escalate to their investigations department and will send out a new company to repair my AC. I get this same statement each time I call, and I never hear from American Home Shield until, I call them again. American Home Sheild and their vendors need investigation because they take your money and do not carry out the guidelines listed in the contract. Please help me find out why American Home Shield is so unresponsive. Why are they allowed to continue in business? They take money and do NOT repair the items. PLEASE, help.

  

  Business Response

  Date: 07/22/2022

  July 22, 2022
  
  ****
  ********
  *** ** *** ********* 
  **** ******* ***** 
  ******** ** ***** 
  
  RE:
  ****** *****; AHS Plan No. *********; BBB Case No. ********
  
  Dear
  **** ********: 
  
  On
  06/21/22, Mr. ***** placed a service request for his air conditioning and AHS
  dispatched ******* Heating & Cooling. On 07/09/22, Mr. ***** stated the air
  conditioning wasn’t working again. AHS dispatched ******* Heating & Cooling
  for a return visit. Mr. ***** had a scheduled appointment for 07/14/22. The
  technician’s diagnosis stated the compressor needed replacing. AHS authorized
  for the repair. The compressor is due to be delivered on 07/26/22. *******
  Heating & Cooling will contact Mr. ***** for the installation once the part
  has been received.
  
  Sincerely,
  
  American
  Home Shield, Inc.
  
  *******
  ****-*******
  Claims
  Resolution Specialist

  

  Business Response

  Date: 08/31/2022

  Date:
  August 24, 2022
  
  
  ****
  ********
  *** ** *** ********* 
  **** ******* ***** 
  ******** ** ***** 
  
  
  
  RE: ****** *****; AHS Plan
  No. *********; BBB Case No. ********
  
  Dear
  Mr. ********: 
  
  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 contacted the vendor and
  spoken with the technician who apologized that Mr. ***** has not been contacted
  yet and assured me that Mr. ***** would be contacted on 08/24/2022 to be
  scheduled. Mr. ***** can contact the technician directly at 202-697-1506 if he
  has any questions or concerns regarding scheduling. AHS will continue to
  monitor the status of the repair.
  
  
  Sincerely,
  American
  Home Shield Corporation 

  Customer Answer

  Date: 09/01/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Finally, the AC was repaired on Aug 30. Thank you so much. 
  
  
  
  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 have a home warranty with American Home Shield. I called to file a service request and was asked to pay a service fee before the service request can be completed. However, the agent and his supervisor both read to me my contract where it states the service fee must be paid prior to completion. The contract is not being followed and therefore that is false information and there was no resolution to this problem.

  

  Business Response

  Date: 07/22/2022

  July 22, 2022
  
  ***************************
  BBB of the Mid-South 
  3693 ************* 
  *******, ** 38125 
  
  RE: *****************************; HSA Plan No. *********; BBB Case No. 17565282
  
  Dear ***************************: 
  
  On 07/14/22, **************** called in to place a work order and was advised the trade service fee must be paid upfront before the service request can be dispatched. **************** requested to escalate, and he was advised that contract does state the payment must be made upon completion, but it must be paid upfront.**************** agreed and disconnected the call.
  
  Anytime a service request is placed the trade service fee must be paid prior to dispatching a company.
  
  Sincerely,
  
  Home Security of America
  
  **************************************************
  Claims Resolution Specialist