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:07/13/2022

  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.

  Contracted with AHS 5 years ago. My refrigerator recently had a problem on the panel maintaining the freezer temp. AHS sent A & E ******* to my home and tech ordered a new panel. He returned to install new panel on July 6, pulled out frig to unplug power and found the entire back panel of the frig (9 years old) was rusted and incased in ice and he said it could be an insulation issue and he would report it and someone would call me. I never got anything in writing about the problem so had no evidence to back up his diagnosis nor did he replace the broken panel on front and my freezer temp is reading 22 and rising. On July 8, a supervisor *** called me and told me I needed to contact Electrolux to report it as a warranty issue. He also told me if Electrolux denied it was covered under warranty that I needed to get that in writing and then call back AHS and tell rep to forward message to *** and he would get back to me regarding the process to get a new refrigerator under AHS contract. He confirmed I would get a new frig from AHS. I have called every day since and spoke to the several reps to ask where I needed to send the denial letter from Electrolux and they claim they sent message to *** but he has yet to call me back. AHS has horrible communication procedures and have been on hold for over an hour. *** did make the initial call giving me instructions on what to say to Electrolux and I followed them but now I have not heard from him and my frig is slowing dying. AHS advertises "we will repair or replace". If this frig stops working, all that ice built up on the back panel will melt and damage my kitchen. I need to hear back from AHS today to replace this refrigerator as promised by ***. Their customer ********************** reps are not helpful and just read canned answers from a script and I'm frustrated that supervisor ***, who called me with instructions, I did what he said and now he has not returned my calls and it will be a week tomorrow. REPLACE REFRIGERATOR

  

  Business Response

  Date: 07/17/2022

  July 17, 2022
  
  
  *****************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: *************************;AHS Plan No. *********; BBB Case No. 17560084
  
  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 June 17, 2022, the decision was made that the refrigerator would need to be replaced. Section A.4 of the warranty plan states for covered malfunctions, unless otherwise specified in this contract, AHS will repair or replace the covered item. AHS has the sole right to determine, according to the terms of this contract, whether a covered item will be repaired or replaced. When making repairs, AHS reserves the right to rebuild existing parts or components and/or to install rebuilt parts or components. When making replacements, AHS is responsible for installing replacement equipment and parts of similar features,capacity, and efficiency, but not for matching dimensions, brand or color. AHS is not responsible for matching any feature of an existing item that does not contribute to the primary function of that item.  AHS ******************************* will contact the plan holder to review the replacement options in accordance with the provisions of the warranty plan referenced above.  The plan holder may contact the AHS ******************************* directly at **************.
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield of *******, Inc.
  
  *****************************
  Claims Resolution Specialist

  Customer Answer

  Date: 07/20/2022

   
  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:07/13/2022

  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.

  Dispatch ID: ********* I'm filing a complaint with the BBB against American Home Shield. I've been a customer for over 13 years and have had numerous calls on my ac system. The latest call has my problem as a bad evaporator coil at a cost of $2845.00 out of pocket with a $391 cash out offer. Most of that cost is R22 refrigerant which is outdated and extremely expensive. I have not accepted the cash out offer because the tech supervisor of the contractor sent out agrees that the entire system needs upgraded. He says he has called AHS twice to update the recommendation on this ticket. AHS claims that he hasn't called and there is no updated cash out offer for a new system. AHS customer ********************** (which I can only guess is now in *****) refuses to even let me speak with a supervisor to try and rectify the matter internally. They prefer handling it through the BBB and public discourse. The tech and supervisor both say that repairing this will only lead to another major component failure (major components have already been replaced inside and outside on past calls) at another high out of pocket cost. I am disabled and on a fixed income. I would rather put those expensive costs toward a new system that won't fail me every other year in this ***** heat. I'm not looking for AHS to cover the entire cost of a new system. Only to offer a fair market cash out offer at the industry average of around $3000 for an upgraded system. System:Manufactured **** 12 seer system (federal minimum standard is 14 seer, soon to be 16 seer starting 1-1-2023)R22 refrigerant- outdated, no longer used for environmental purposes Mismatched tonnage between inside and outside units Major component breakdowns:Condenser Compressor ******************* Blower fan Control panel R22 at $150 a pound x12 lbs Evaporator coil All very costly repairs I only want what you advertise. A safety net of protection against extremely costly repairs and major component breakdowns. B rating? Not my experience.

  

  Business Response

  Date: 07/16/2022

  July 16, 2022
  
  
  *****************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: ******** Link;AHS Plan No.598194278; BBB Case No. 17561851
  
  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 21, 2022, a service request was placed on the air conditioner and Service One Air was dispatched to diagnose any problems.  On July 3, 2022, it was reported the evaporator coil would need to be replaced and AHS authorized that repair.  Service One Air explained to properly replace the evaporator coil they would need to pull a permit, bring it up to code, and make modifications.  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.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.  AHS is not responsible for service when permits cannot be obtained, nor will it pay any costs relating to permits.  Therefore,based on the information received and the terms of the warranty plan, the plan holder is responsible to pay Service One Air directly for the non-covered code upgrades, permit, modifications, and excess refrigerant cost over the contract limit.
  
  The plan holder has indicated they may prefer to upgrade their equipment and/or use their own licensed and insured contractor to complete the authorized repair.  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 ($391).  AHS is awaiting the plan holders decision on how they would like to resolve this matter in accordance with the provisions of the warranty plan referenced above.
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield of *****, Inc.
  
  *****************************
  Claims Resolution Specialist

  Customer Answer

  Date: 07/18/2022

   
  Complaint: 17561851
  
  I am rejecting this response because:
  Obviously the complaint wasn't even read. The problem is not the offer on the evaporator coil. The problem is the recommendation by a service one supervisor and technician that "the entire system be upgraded" has not been updated and therefore no adjusted cash out has been offered. When an adjusted cash out for the entire system, as recommended by your contractor, happens I will have no problem accepting. 

  
  Sincerely,
  
  ******** Link

  

  Business Response

  Date: 07/23/2022

  July 23, 2022
  
  
  *****************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: ******** Link;AHS Plan No.598194278; BBB Case No. 17561851
  
  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.  On July 21, 2022, Service One Air reported the evaporator coil replacement is a good repair. ****** the manager for Service One Air confirmed they will not change their diagnosis reported to AHS.  They confirmed they offered the plan holder the options of upgrading their **** equipment with them directly on a retail basis.  However,AHS would only offer our cost of the covered repair for the item that failed.Service One Air confirmed they never stated all the **** equipment needed to be replaced, but only offered the plan holder an upgrade should the plan holder like to pay out of pocket for that upgrade.  AHS is awaiting the plan holders decision on how they would like to resolve this matter in accordance with the provisions of the warranty plan referenced in our previous response. 
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield of *****, Inc.
  
  *****************************
  Claims Resolution Specialist

• Initial Complaint

  Date:07/13/2022

  Type:Product 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 requested a service call through American home shield to service our ac condenser ,the Company they hired could not fit the job as they said they werent qualified so I called home shield and let them know and to cancel the order and refund my money. They have been stalling for months . Ive been patient and have called several times. This is a deliberate disregard for the consumer Im owed $75

  

  Business Response

  Date: 07/16/2022

  July 16, 2022
  
  
  *****************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: ****** or ***********************; AHS Plan No. *********; BBB Case No. 17562498
  
  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 13, 2022, the plan holder reviewed this matter directly with AHS.  AHS has agreed to reimburse the $75 trade service call fee.  The plan holder can expect to receive that reimbursement within 10 to 14 business days.
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield Corporation
  
  *****************************
  Claims Resolution Specialist

  Customer Answer

  Date: 07/16/2022

   
  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:07/13/2022

  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 reached out to American home shield on 6/29/22 and had filed a complaint that has been an ongoing issue with our fridge. AHS sent our Leader Entities technician name was ***** Same day. **** told me in my home that the thermostat was not cycling properly (compressor) and defrost stuck in cooling mode. He then told me that because the fridge was 20+ years old the part cannot be ordered and I was to contact AHS and let them know and they will submit their notes as well. Have to replace fridge. Contacted AHS and they told me no info was found on 6/30/22 and to call back. Called back on 7/1/22 was also told same. Today 7/12/22 I called and spoke to ******* a costumer service rep she informed me that they needed a seal technician to come out. I told her going without a functional fridge is unacceptable especially when this is my only fridge and I have two young children in the home. I asked for her employee number she refused I asked for her supervisor she refused. She hung up. I called back and spoke to ****** who then just transferred me to the new technician Done right appliance where he told me he was on vacation and doesnt service whirlpool fridge. Called back and spoke to ****** who gave me employee number ******* who put me on hold to check availability of supervisor and told me it would be a 3hr 45min wait and gave me a faulty number to them. He also stated that because technician was not responsive they want to open new ticket but cannot do that until Monday 7/18/22. I told him I spoke to that technician personally and told him what he said. He put me on hold for 24 mins while he created a note and I could hear him breathing in the phone. He then told me nothing he can do until Monday and gave me a ************** number for supervisior. Then hung up. No resolution no new technician orders nothing. We just bought the home. AHS has been no help, no communication, no return or follow up phone calls.

  

  Business Response

  Date: 07/16/2022

  July 16, 2022
  
  
  *****************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: *** &*****************************; AHS Plan No. *********; BBB Case No. 17562435
  
  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 16, 2022, the decision was made that the refrigerator would need to be replaced.  AHS ******************************* will contact the plan holder to review the replacement in accordance with the provisions of the warranty plan.  The plan holder may contact AHS ******************************* directly at **************.
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield Corporation
  
  *****************************
  Claims Resolution Specialist

• Initial Complaint

  Date:07/13/2022

  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.

  The ** water tank flooded in my home on Sunday. American Home Shield was contacted that evening. It is 102 degrees here in ***** and live with my parents who are both over 65 with health issues. We contacted them again Monday and waited in a house boiling at over 90 degrees inside all day with no contacting us. The next day we called again and waited again. Today we called and were told that no one had called a contractor to even get our work order assigned. Each day has been over 100 degrees and inside the house gets above 90 degrees. My parents are retired and my mother suffers from asthma. I don't know how to get them to move on this work order before the weekend and we can't keep staying here with this heat. I'm terrified one or both of my parents could suffer from heat stroke. I don't know if my complaint will do anything but I do know there are laws that prevent companies from willfully putting retirees in ***** way. I also know this company has at terrible rating on yelp and I just want to make sure this doesn't happen to anyone older or less healthy than my parents.

  

  Business Response

  Date: 07/25/2022

  July 25, 2022
  
  
  
  ***************************
  BBB of the Mid-South 
  3693 ************* 
  *******, ** 38125 
  
  RE: ***************************; AHS Plan No.602964918; BBB Case No. 17562489
  
  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 25, *********************************** reported to AHS that the technician blew the drain line out. The drain lines are rusted, and a condensate pump will need to be installed under the slab. Section D.4.b of the warranty plan states AHS is not responsible or liable for cost of construction, carpentry, or other modifications necessary to remove, relocate, or install a covered item or part thereof. The total amount of charges that Mr. and *************** is responsible to pay for is $400.
  
  If Mr. and *************** would like to proceed with the condensate pump installation,they may contact A -** Air Cond of ***** directly at ************.
  
  Thank you for your consideration
  
  Sincerely,
  
  AMERICAN HOME SHIELD OF *****, ****

• Initial Complaint

  Date:07/13/2022

  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 filed a claim to have air conditioning serviced/repaired on May 30, 2022. American Home Shield subcontracted the repair to ***** Brothers A/C and Heating. A repair technician responded on June 2, 2022. Stated "check the unit and found the temp sensor by-passed and the 10"damper not responding to the t-stat, stays open all the time"., collected a $100.00 copay and stated they would submit this to American Home Shield for authorization. I never heard back from ***** Brothers or American Home Shield until I contacted them later in June (28th I believe). American Home Shield representative stated they had denied my claim stating they do not cover the repair identified by ***** Brothers A/C and Heating. The contract covers items. However, the representative states they are deny the claim because it has zoning (different areas of the house, i.e. ******************** 3. And according to them under a clause of "General exclusions from coverage 1, This contract does not cover, g. system or appliance upgrades or repairs or replacements required to (iv) to comply with any federal, state, or local laws, regulations or ordinances, utility regulations or building or zoning code requirements, except as otherwise specified in this contract."Clearly the zoning of an air conditioner refers to different areas of the house. The clause they site, refers to ordinances and city building permits. Not the same thing. The customer ********************** representative for AHS that take calls do not have English as their first language and do not understand the difference of what "zone" means. This is a covered item and the customer ********************** representative will not escalate or approve the coverage and will not seek a contract review with their legal department to explain to them that the clause they site has nothing to do with the repair/replacement of a temperature sensor. I am extremely frustrated and pay a great deal for this coverage. Please help!Respectfully,*********************

  

  Business Response

  Date: 07/25/2022

  Date: July 25, 2022
  
  
  *************************
  BBB of the Mid-South 
  3693 ************* 
  *******, ** 38125 
  
  
  
  RE: *********************; AHS Plan No.599669978; BBB Case No. 17562288
  
  Dear ********************: 
  
  American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint.  Your letter has been forwarded to me for review and response. 
  
  Thank you for the opportunity to assist **************** with his complaint.I have reviewed AHS records and found that a service request for the air conditioner was placed on 05/31/2022 and assigned to ***** Brothers A/C Heating for service. The vendor reported to AHS that the zoning system had been bypassed and the damper is staying open and the circuit board for zoning is not resettable.AHS denied the repairs as the contract section E1 the zoning system is not listed as covered.
  
  Records show that a second opinion was issued to **** A/C &Heating **** due to the complaint regarding the diagnosis. Records show that an appointment is scheduled for 07/27/2022, once AHS receives the diagnosis from the second opinion vendor AHS will be able to make a repair determination.
  
  
  Sincerely,
  American Home Shield of *****, **** 

  Customer Answer

  Date: 07/25/2022

   
  Complaint: 17562288
  
  I am rejecting this response because: it does not address the issue which is the reason for denial given has nothing to do with the repair needed. Due to the protracted time involved I was required to pay out of pocket to another ac repair company and the repair has been completed. I am requesting to be reimbursed for the repair of the sensor that was found to be defective and covered under the home warranty contract. I have already paid a 100 copay for this repair and paid $400 to Air Tech to complete repair. Please see attached invoice/receipt 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/01/2022

  Date: August 1, 2022
  
  
  ***** Dee 
  BBB of the Mid-South 
  3693 ************* 
  *******, ** 38125 
  
  
  
  RE: *********************; AHS Plan No.599669978; BBB Case No. 17562288
  
  
  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 relies on the detailed diagnosis from the contractor to determine the course of action for repair or replacement of a covered item. The vendor reported that the issue was with the zoning whicg **************** does not have coverage for which resulted in the denial of the repairs.
  
  AHS authorized a second opinion contractor to diagnose the unit but **************** elected not to allow the second opinion vendor to service.
  
  Per Mr. ******* contract section C1c; it advises that AHS will not reimburse for services performed without its prior approval. **************** was not approved to use his own vendor for the repairs.
  
  
  Sincerely,
  American Home Shield of *****, Inc. 

  Customer Answer

  Date: 08/10/2022

   
  Complaint: 17562288
  
  I am rejecting this response because:

  Dear *********,

   

  I was unable to respond through the BBB portal to the last response from AHS dated 8/1/2022. The email I received provided me with 10 days to respond.

   

  American Home Shield (AHS) responded with setting up a second repair company to come and do an evaluation after the repair(s) had already been done by a company I called so in good faith, I declined the second company coming out as there was no longer anything for them to do.

   

  I only had the repair completed on my own because AHS was declining to cover the work that needed to be performed (temperature sensor that controls dampers); which is a covered item in the contract. I live in ******* ***** and having a properly working air conditioner is a basic necessity. It is unreasonable for AHS to decline to cover the cost because they did not authorize the company to come out.

   

  What were they expecting me to do? The a/c had not been properly working for an extended period of time. I had to have it fixed. Only afterwards and by contacting the BBB did they even consider escalating my concern.

   

  Should AHS continue to hide behind emails and not make any attempt to do the right thing for which they have been paid to do, I feel that I too should consider additional escalation.

   

  The contract spells out that they cover the part work done. It is only their call centers limited understanding of the English language that seems to prevent them from understanding what was/is covered according to their own contract. It seems to me that they are forcing me to seek legal help to define their own contract for them. I have asked that their legal department review the invoice and work documented by the first company they sent out (which I offered to provide them a copy of and they declined).

   

  I feel I have a simple open and shut case should an attorney and court review the evidence that I have documented and the documents provided for me. I have a second reputable company that will also validate the work needed and completed which was in line with the original repair company when they said the temperature sensor was out.

   

  I also feel that AHS is not only untrustworthy to stand behind their own contract, they have provided no escalation by an individual that has English as their first language and they provided no phone number to their legal department for a review with an in house attorney.

   

  I am frustrated and feel they do not care about me as a customer or individual. I was not asking for them to do anything outside of what was originally covered in their contract. I feel because of the extended time from my claim to date of repair, it is totally reasonable for me to have sought out someone to fix my a/c pending AHS addressing my concern and covering the claim. It is unreasonable for them to once again decline me restitution because they did not authorize the repair company when they were refusing to cover the claim!

   

  Thank you for hearing my concerns.

   

  Sincerely,

   

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

   

   

  
  
  

  

  Business Response

  Date: 08/14/2022

  Date: August 14, 2022
  
  
  *************************
  BBB of the Mid-South 
  3693 ************* 
  *******,** 38125 
  
  
  
  RE: *********************; AHS Plan No.599669978; BBB Case No. 17562288
  
  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 previously advised *************** that the zoning system was not covered, therefore any parts or components dealing with the zoning system is not covered. Per contract 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, AHS would not cover the full cost of the refrigerant. My Taubers invoice reflects that a sensor was replaced, and refrigerant was added to the system. If **************** could please provide an itemized invoice reflecting the type of sensor that was replaced as well as the cost of the part and refrigerant for review. Once received I will advise **************** of AHS position regarding this matter.
  
  
  Sincerely,
  American Home Shield of *****, Inc. 

  Customer Answer

  Date: 08/29/2022

   
  Complaint: 17562288
  
  I am rejecting this response because: I am not sure what they are saying. I have requested an itemized invoice from the ** repair company. As soon as I receive it I will gladly submit it to you. I reject AHS stating that my a/c repair is not covered. My system IS covered according to the contract. If AHS continues to decline coverage according to the contract we have, I am prepared to seek legal guidance.
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 09/07/2022

   
  Complaint: 17562288
  
  

  Hello *****,

   

  Referenced complaint 17562288

   

  I am including an attachment that was requested by American Home Shield with an itemized break down for the repair that was done by a third party a/c company. I was unable to upload it through the portal link.

   

  Sincerely,

   

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

  1713 *****************.

  *******, ** 77004

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

  

  Business Response

  Date: 09/08/2022

  Date: September 8, 2022
  
  
  *************************
  BBB of the Mid-South 
  3693 ************* 
  *******,** 38125 
  
  
  
  RE: *********************; AHS Plan No.599669978; BBB Case No. 17562288
  
  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 attaching a copy of the itemized invoice. AHS will reimburse **************** $360 for the labor,sensor and $10 of the refrigerant cost as the contract only covers for $10 per lb. of refrigerant. **************** will receive the check via mail in ***** business days.
  
  
  
  Sincerely,
  American Home Shield Corporation 

  Customer Answer

  Date: 09/09/2022

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/13/2022

  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.

  Supply line from wall to toilet a part that is considered part of the toilet burst. She took my deposit but said they don't cover that part. However as it is a part of the toilet according to plumbers.

  

  Business Response

  Date: 07/16/2022

  July 16, 2022
  
  
  *****************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: *********************************; AHS Plan No. *********; BBB Case No. 17562403
  
  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 19, 2022, a service request was placed for the toilets and Mr. ****** Plumbing was dispatched to diagnose any problems.  The same day it was reported the fill valve needed to be replaced and AHS authorized that repair.  Mr. ****** Plumbing explained the supply line is cracked and leaking. Mr. ****** Plumbing explained the supply line and angle stop would need to be modified.  Section D.4.b of the warranty plan states AHS is not responsible or liable for cost of construction,carpentry, or other modifications necessary to remove, relocate, or install a covered item or part thereof.  Therefore,based on the information received and the terms of the warranty plan, the plan holder would be responsible to pay Mr. ****** Plumbing directly for the non-covered modifications.  Although not liable to do so, AHS has agreed to reimburse the $75 trade service call fee paid for this service request.  The plan holder can expect to receive that reimbursement within 10 to 14 business days.
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield of *****, Inc.
  
  *****************************
  Claims Resolution Specialist

• Initial Complaint

  Date:07/13/2022

  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 been with AHS for approximately 25 years my unit went out the company send a Technician out. The Technician expressed that the compressor was not functioning needed to be replaced which AHS would pay for but I would have to pay approximately $900.00. He also stated that my Unit was old I needed a new one suggested that he could have someone come over to give me a estimate and they also finance. I contacted AHS was told that I could find my own Technician and they would send me a email to let me know how much they would pay on repairs it was $552.00. Mind you I got the total that I would be out of pocket by their Technician is $1,260.00 for freon. A HOME Warranty is suppose to alleviate the hardships to the homeowners that's why I pay every month.

  

  Business Response

  Date: 07/16/2022

  July 16, 2022
  
  
  *****************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: *************************;AHS Plan No. *********; BBB Case No. 17562244
  
  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 July 2, 2022, a service request was placed on the air conditioner and ********* was dispatched to diagnose any problems.  On July 8, 2022, it was reported the compressor needed to be replaced and AHS authorized that repair.  ********* explained to properly replace the compressor they would need to add refrigerant and dispose of the old compressor.  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.  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.  Therefore, based on the information received and the terms of the warranty plan, the plan holder is responsible to pay ********* directly for the non-covered disposal and excess refrigerant cost over the contract limit. 
  
  The plan holder indicated they may prefer to use their own licensed and insured contractor to complete the authorized repair of the air conditioner. 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 compressor ($552.50).  AHS is awaiting the plan holders decision on how they would like to proceed in accordance with the provisions of the warranty plan.
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield Corporation
  
  *****************************
  Claims Resolution Specialist

  Customer Answer

  Date: 07/17/2022

   
  Complaint: 17562244
  
  I am rejecting this response because: The claims Specialist did not address the fact that the Technician said that I needed a new system why would I spend an excessive amount of money on a system that needs to be replaced.  I did not request to hire my own company, that was suggested to me by AHS Customer ********************** and yes I did receive and emai stating I would receive $552.00 to assist with repairs.  Again the purpose of having insurance so I would not have to come out of pocket with an excessive amount of money when something breaks.  Your comments and solution is unexceptable.  

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

  

  Business Response

  Date: 07/23/2022

  July 23, 2022
  
  
  *****************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: *************************;AHS Plan No. *********; BBB Case No. 17562244
  
  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. AHS relies on the diagnosis from our licensed technicians to determine the course of action for repair or replacement of a covered item.  ********* reported the compressor needed to be replaced and AHS authorized that repair in accordance with the provisions of the warranty plan.  Alternatively, AHS has offered our cost to replace the compressor ($552.50).  AHS is awaiting the plan holders decision on how they would like to proceed so this matter can be resolved in accordance with the provisions of the warranty plan.
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield Corporation
  
  *****************************
  Claims Resolution Specialist