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:

  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.

  Filed a warranty claim for my downstairs AC that just didn't seem to be cooling as well anymore as it was last year during summer. We had filed a warranty claim the process went smooth and easy. The first person that came out told us that they found the system 1lb low and that they recharged the unit, suggested that my AC unit was too large for my home and suggested that we add 2 16" returns and redo all the duct work and the estimate was $2800.00. The warranty company did not assist with this as it was a recommendation. 2 Weeks go by and the downstairs AC unit stopped working at 3AM and would not blow at all. We called AHS back and advise of the issue. We were told at that time there was not going to be any coverage provided because we declined the work that was recommended to us. We argued that the service provider that came out were only upselling the duct work to us the unit was low on Freon (as stated on the service provider invoice) there was an issue and we need someone else to come look at it, we were told they were going to exclude our downstairs unit and we would not longer have coverage for it. We were refused a supervisor when asked and all employees refused to give operator ID's or names to identify themselves. We ended up having to spend $1200.00 to repair the downstairs unit. We are also having an issue with the upstairs unit and have been waiting 1 week for a resolve and are constantly told they do not have the claim called in, the service provider states they called in the claim already and are pending a response. I still do not have AC upstairs and it is 107 degrees here in ***** right now. this is poor customer ********************** and i am dissatisfied with the contract that i purchased.

  

  Business Response

  Date: 07/16/2022

  July 16, 2022
  
  
  *****************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: Jeshica *****;AHS Plan No.599535938; BBB Case No. 17561746
  
  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 1, 2022, a service request was placed on the air conditioner and **************************, LLC,was dispatched to diagnose any problems. On June 12, 2022, it was reported the property was missing half of the returns for the unit, for the air conditioner to run properly, the missing air return would need to be added.  Section I.1.g.i of the warranty plan states this contract does not cover system or appliance upgrades, or repairs or replacements required when the malfunction is due to missing components, parts or equipment.  Therefore,based on the information received and the terms of the warranty plan, the claim was denied.
  
  The plan holder disputed the diagnosis reported by **************************, LLC. On June 12, 2022, AHS dispatched *************** to diagnose the air conditioner as a second opinion.   On June 17, 2022, *************** reported the same diagnosis as **************************, LLC, that the plan holder would need to add more return ducts for the air conditioner to work properly.  Therefore,based on the information received and the terms of the warranty plan, the claim remained denied.
  
  Without prior approval or authorizations the plan holder elected to have their air conditioner repaired outside of the warranty plan.  Section C.1.c of the warranty plan states AHS will not reimburse the customer or others for *********************** performed without AHS prior approval.  Therefore, based on the information received and the terms of the warranty plan, AHS denied reimbursement of the unauthorized repair.  Although not obligated, in order to resolve this matter amicably, the plan holder may attach the paid itemized invoice for the air conditioner repair to this complaint.  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 the paid invoice has been received and reviewed, AHS will advise further of our position.  AHS will await the requested itemized paid invoice.
  
  On July 1, 2022, a new air conditioner service request was placed and ****************************., was dispatched to diagnose any problems.  On July 13, 2022,it was reported the *** and liquid line drier would need to be replaced and AHS authorized that repair.  ****************************., explained to properly complete the authorized repair they would need to add refrigerant.  Section E.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 was responsible to pay ****************************., directly for the excess refrigerant cost over the contract limit.  The plan holder may contact ****************************., directly at ************ to secure an appointment to complete this repair. 
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield of *****, Inc.
  
  *****************************
  Claims Resolution Specialist

  Customer Answer

  Date: 07/25/2022

   
  Complaint: 17561746
  
  I am rejecting this response because: My ** unit is not missing any equipment. How can you be missing something that was never there and does not exist as part of the original design. The invoice form ***** best describes that the 16' return that is in question is a recommendation for better performance. This ** unit is 9 years old built to code and has work perfect the 2 1/2 years that I have owned this home until this summer. I am requesting that someone read the rest of the invoice from ***** Best to understand why they recommended the returns. The recommendations was not the issue with the ** unit and is not a requirement and NO equipment is missing from my home. This was an attempt to upsell me by ***** Best. I feel this is not fair. I am still requesting a refund for the repairs that had to be performed to repair my downstairs unit and that my downstairs until be reinstated. I attached the ***** Best invoice initially. 
  
  Sincerely,
  
  Jeshica *****

  

  Business Response

  Date: 07/30/2022

  July 30, 2022
  
  
  *****************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: Jeshica *****;AHS Plan No.599535938; BBB Case No. 17561746
  
  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 does not provide coverage to add items to the home that are not present.  AHS provides coverage for normal wear and tear malfunctions to covered items that are already present in the home.  AHS would not provide coverage to add additional duct returns that are not currently installed.  On June 12, 2022, it was reported the property was missing half of the returns for the unit, for the air conditioner to run properly, the missing air return would need to be added.  Section I.1.g.i of the warranty plan states this contract does not cover system or appliance upgrades, or repairs or replacements required when the malfunction is due to missing components, parts or equipment.  Therefore, based on the information received and the terms of the warranty plan, the claim was denied.
  
  On July 1, 2022, a new air conditioner service request was placed and ****************************., was dispatched to diagnose any problems.  On July 13, 2022,it was reported the *** and liquid line drier would need to be replaced and AHS authorized that repair.  ****************************., explained to properly complete the authorized repair they would need to add refrigerant.  Section E.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 was responsible to pay ****************************., directly for the excess refrigerant cost over the contract limit.  The plan holder may contact ****************************., directly at ************ to secure an appointment to complete this repair. 
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield of *****, Inc.
  
  *****************************
  Claims Resolution Specialist

  Customer Answer

  Date: 08/03/2022

   
  Complaint: 17561746
  
  I am rejecting this response because: There was no missing equipment from my homes downstairs AC unit. I have attached the invoice where we paid out of pocket for the Downstairs AC unit to repair the *** for the master unit. This was the issue all along. the company that American Home Shield sent failed to identify this issue, recharged my AC system and attempted to upsell me of equipment that was not needed for repairs to be completed to my home. I am seeking reimbursement for the attached invoice since that is what was actually wrong with my AC unit. Notice there is no mention of missing equipment. This company also had to recharge my ac system with was again 1 pound low. notice on the invoice from ***** best, they also had to install refrigerant which indicate there is a problem. Again there is no missing equipment from my homes AC system. 
  
  Sincerely,
  
  Jeshica *****

  

  Business Response

  Date: 08/12/2022

  August 12, 2022
  
  
  *****************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: Jeshica *****;AHS Plan No.599535938; BBB Case No. 17561746
  
  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.Without prior approval or authorizations the plan holder elected to repair the air conditioner outside of the warranty plan. Section C.1.c of the warranty plan states AHS will not reimburse the customer or others for *********************** performed without AHS prior approval.  Therefore, based on the terms of the warranty plan, AHS is not liable to reimburse the plan holder for the unauthorized repairs.  Although not obligated, in an attempt to resolve this matter amicably, AHS has agreed to reimburse $877.82 of the invoice provided on this complaint. The plan holder may respond to this complaint with their acceptance of this offer and their confirmed address.  Once that information has been received and reviewed, AHS will respond accordingly and process the agreed upon reimbursement. 
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield of *****, Inc.
  
  *****************************
  Claims Resolution Specialist

  Customer Answer

  Date: 08/12/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I am also wanting to confirm that the downstairs AC system has be reinstated for coverage? My address is ******************************************** 76020. 
  
  Sincerely,
  
  Jeshica *****

  Customer Answer

  Date: 10/19/2022

   
  Complaint: ********
  
  I am rejecting this response because: I am emailing in regards to the BBB complaint #********. On August 12, 2022 ***************************** offered a resolution to my BBB complaint and agreed to reimburse me $877.02 for repairs that were performed to my AC system. I was asked to respond that I accepted the resolution and provide my address to confirm for her records that correspondence was also completed on 8/12/2022. to date I have yet to receive the promised reimbursement. It is very frustrating to call the customer care center as you are told something different every time. When I called on 9/6/2022 I was told that a message was sent to Ms. ****** in the claims department with an expedited urgency to review this matter and that I would get a call back in 24hours to tell me how I would be reimbursed and when to expect the reimbursement. I waited until today 9/9/2022 to call back since I have never received this promised call back. When I called I was told there was no promise to reimburse and that all of this is under investigation which is not what I was told on 9/6/2022. I have waited almost a month for the reimbursement and have run out of patience with your company. I will continue to escalate this issue until it is resolved including another BBB complaint to advise the public that you do not follow through with your business promises and that your customer ********************** is subpar, I will also contact the Bureau of consumer protection for your fraudulent claims resolution and fraudulent BBB complaint resolution if needed I will also continue with contacting the Attorney General to report your bad business practices as well. I work in this same type of business and would never dream of treating our customers the way that your business has treated myself and my husband. I expect a call back today for this matter and can be reached at ********** or can be reached via email as well.
  
  Sincerely,
  
  ******************

  

  Business Response

  Date: 10/22/2022

  October 22, 2022
  
  
  ***************************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: ******************;AHS Plan No.599535938; BBB Case No. 17561746
  
  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.  A check in the amount of $877.82 is being released by FrontDoor, Inc., on behalf of AHS. The plan holder can expect to receive that check within 10 to 14 business days. 
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield of *****, ****

• Initial Complaint

  Date:07/13/2022

  Type:Sales and Advertising 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 placed a service request for a clogged sink in the kitchen on 7/8/22. AHS charged their service fee that day and noted that Anytime home services were contracted to come out. The contracted company called me to schedule and the soonest they could come out was 7/12/22 in a window between 6am to 12pm. The contractor came out on Tuesday at ***** filled the sink and looked underneath the cabinet for 5 min, tried open clean out valve and noted that its not possible to open and no other way for them to clean out. I called AHS and noted that the contractor did not do a good job of assessment and they noted that for a second opinion, there will be another $100 charge. No solution from any party that was involved. I put out a yelp request, a drain tech came out the next day, 7/13/22, opened the p trap under the sink and cleaned the clog in under 15 min. I called AHS to get a refund for a service that they failed to provide and was denied. This is a shady business practice of creating issues and standing by their contractors that also are not there for resolving the issue. I would like the $100 service fee refunded as I had to spend another $100 on my own, luckily this time with someone who was competent to fix issue. I can upload their invoice where they note what was done. Any plumber should be able to do this!

  

  Business Response

  Date: 07/16/2022

  July 16, 2022
  
  
  *****************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: Nuwanthi Heendeniya; AHS Plan No. *********; BBB Case No. 17561682
  
  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.  Although not liable to do so, AHS has agreed to reimburse the $100 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

  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,
  
  Nuwanthi Heendeniya

• 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.

  On 07/05/2022 I received an email to make a payment to avoid an interruption of service. I made a payment through AHS automated system. I have received 2 emails from AHS since then suggesting I renew. I called AHS. After waiting for 40 minutes I am told I need to pay *****. The automated system did not state that amount. I requested to speak to a manager and the person hung up on me. AHS needs to resolve my account. Also my login portal needs to resolved as well.

  

  Business Response

  Date: 07/20/2022

  July 20, 2022
  
  
  ***************************
  BBB of the Mid-South 
  3693 ************* 
  *******, ** 38125 
  
  RE: **********************; AHS Plan No. *********; BBB Case No. 17558705
  
  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 his contract expired on 7/5/22 and it has not renewed.  The price of $98.99 is for the renewal. I fully understand your concerns about the increase reflected in your warranty payment, and I apologize for any inconveniences this may cause you. The price increases have occurred to allow us the ability to continue to offer the comprehensive coverage outlined in your warranty contract.  Our records show that he called in on 7/15/22 to renew his contract, and the contract will renew on 7/25/22 with the new price increase of $98.99.  If **************** could please advise what issues he is having with the login portal, so that AHS could better assist him, he can also reach us at ************.
  
  
  Sincerely,
  
  
  
  
  American Home Shield Corporation

• 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.

  Called for service of washer dryer they sent out repair person but never followed through with ordering part for repair all customer ********************** agents are located outside of U S. And are rude and don't understand what to do 2 and a half weeks later I'm still without a washer and dryer I want compensation for being without a washer and dryer and time and money spent on laundry mat and punitive damages

  

  Business Response

  Date: 07/27/2022

  July 27, 2022
  
  
  *****************************
  BBB of the Mid-South 
  3693 ************* 
  *******, ** 38125 
  
  RE: **********************; AHS Plan No. *********; BBB Case No. 17561659
  
  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 6/27/22 a work order was created for a washer and dryer and it was dispatched to Appliance Repair Experts, and on 7/18/22 she was offered cash in lieu in the amount of $1,252.63 for replacement, if she would like to accept the offer, she can reach ** at ************.
  
  
  Sincerely,
  
  
  
  
  American Home Shield of **********, ****

• 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 had American Home Shield (AHS) contracts for two properties (***** property rented) to address covered maintenance issues. Due to poor workmanship by the AHS contractors further damage was caused resulting in significant additional cost to me, as well as a lot of time and inconvenience to myself and my tenants. AHS phone agents have not resolved the issues and I have tried emailing and mailing a letter to the **** Both returned as non-deliverable. I am requesting your assistance in obtaining resolution. I have attached details of the problems, dates, and costs I have incurred. (I can't find a copy of the 2022 ***** contract, so am attaching the 2021 contract. There were no changes to the 2022 contract except for a price increase.) Please let me know if you have questions or need further information. Thank you.

  

  Business Response

  Date: 07/20/2022

  July 20, 2022
  
  
  *********************
  BBB of the Mid-South 
  3693 ************* 
  *******, ** 38125 
  
  RE: ****************************; AHS Plan No. *********; BBB Case No. 17561035
  
  Dear **********: 
  
  American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response. 
  
  Thank you for sharing Mr. ********** feedback and we apologize for any frustrations and inconveniences he may have experienced. Our records indicate that on 4/27/22 a work order was created for a washer and it was dispatched to Active Appliance Service, ***** and per the technician, the unit doesnt spin properly because the homeowner is overloading the unit with excessive weight, caused the transmissions shaft to bend.  This is not normal wear and tear; the homeowner abused and misused the unit and it was denied. If ********************** did not agree with the technicians diagnosis, he could have requested a second opinion, but he purchased a new washer without approval from AHS.  On 6/1/22 his contract was cancelled in full.  No reimbursements are due.  We will stand on the denial.
  
  
  Sincerely,
  
  
  
  
  American Home Shield of **********, ****

  Customer Answer

  Date: 07/21/2022

   
  Complaint: 17561035
  
  I am rejecting this response because: I believe they should pay for the new washing machine. The communication regarding this issue from AHS was basically non-existent. They did not even call me to tell me they were not going to fix the washing machine. I had to call them to find out why the machine was not fixed yet, when we were originally told the service technician just had to order a part. Then when I talked to AHS they did not give me any explanation as to what was wrong with the washer, only that the tenant caused the damage by overloading the machine something my tenant denies. I had no details about what the damage was. I was also not informed that they could provide someone to give a second opinion, only that the work was denied. I felt I had no choice but to immediately solve the issue by getting a new machine for my tenant to use since he had already been without one for weeks and it was clear to me that AHS would not fix the machine. He could not be inconvenienced any further.
  
  I also am rejecting this response because AHS did not even address the other problems related to their unsatisfactory work that resulted in mold growing at the ***** house and the need to replace the water heater at our Navisota property. Sounds again like AHS is still causing delays by not even responding to all issues we outlined in our letter to them accompanying this claim.
  
  I cancelled the contract on June 1st, as there was absolutely no reason to keep a contract with a company that does inferior work and provides such poor customer **********************. If they are denying my claim because I cancelled the contract, that is absolutely unacceptable, and I would hope that the Better Business Bureau would not support this behavior.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/31/2022

  July 31, 2022
  
  
  *********************
  BBB of the Mid-South 
  3693 ************* 
  *******, ** 38125 
  
  RE: ****************************; AHS Plan No. *********; BBB Case No.  17561035
  
  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, our records indicate that a work order was created on 4/27/22 and on 4/28/22 he had an appointment with, and on 5/6/22 we received the technicians report of the washer being misuse or abuse and it was denied for that reason and on 5/9/22 a denial letter was emailed to the address we have on file for him.  On 5/10/22 ********************** was informed of the out of pocket cost and the denial.  On 6/1/22 he informed AHS he had replaced his washer, without prior approval, per his contract section C item 1c: AHS will not reimburse for services performed without its prior approval.  We will stand on the denial.  No reimbursements are due.  Regarding the water heater work order created on 5/5/22, per the technician with Wicker Installation, we need to replace the unit,and it was approved for replacement. With the replacement there are some out of pocket cost associated with the replacement for modifications, and that cost is the responsibility of the homeowner.  Per his contract section I item 4b. AHS is not responsible or liable for: Costs of construction,carpentry, or other modifications necessary to remove, relocate, or install equipment.  His contract was cancelled after the work orders was denied, not before. We will stand on the denial.
  
  
  Sincerely,
  
  
  
  
  American Home Shield of **********, ****

  Customer Answer

  Date: 08/04/2022

   
  Complaint: 17561035
  
  I am rejecting this response because:

  Again, AHS is saying whatever they can to not take responsibility for their poor workmanship. I replaced the washer only after AHS denied our claim, not before. I believe their denial of the claim was simply to get around repairing or replacing the washer themselves. I was given no documentation or other facts supporting their claim that our tenant misused the washer causing damage. AHS simply didnt want to pay for the washer. I couldnt wait around to fight their denial but had to replace the washer as our tenant could not go without a washing machine any longer. The fact that I replaced it without their approval was unavoidable. They had already DENIED repair or replacement of the machine. I had no choice.
  
  As for the water heater, *************** did an over the phone assessment first and said I needed a new water heater, however, once they came for an on-site visit, they discovered the water heater was actually fine, but that I needed a new gas valve, which was covered by AHS. However, since Wicker did not dry out the pan under the water heater, it ultimately rusted out the water heater, leading to the need for a new water heater. I notice how AHSs response doesnt address the poor-quality work by Wicker but only denies our request that they cover the cost of the water heater replacement. It was the fault of their subcontractor that caused the need for a new water heater.
  
  Again, AHS did not address the issue of mold growing at our ***** house due to the inability of their sub-contractor to accurately diagnose the water leak and fix it properly. In both of their responses they simply ignored my claim regarding this issue. From this I deduce they recognize they are at fault and just dont want to admit it, hoping I will just go away and forget about it. I am not just going away or forgetting about it.
  
  I am extremely upset with AHSs refusal to take responsibility for their poor workmanship. Both the water heater issue and the mold issue are a result of their subcontractors doing poor work that resulted in further damage and expense to me. The washing machine issue is simply AHS looking for an excuse to not cover the repair or replacement. I dont know if they hire inferior sub-contractors or have some deal with them to find ways to avoid covering claims or what. All I know is that AHS has cost me thousands of dollars more than if the repairs were made correctly the first time.
  
  All this back and forth is totally unproductive and a waste of my time. I need for AHS to take responsibility and reimburse me for my expenses due to their inferior work!  The total I need for AHS to reimburse me is $9,887.43.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/12/2022

  August 12, 2022
  
  
  *********************
  BBB of the Mid-South 
  3693 ************* 
  *******, ** 38125 
  
  RE: ****************************; AHS Plan No. *********; BBB Case No. 175610335
  
  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, regarding the water heater, it was approved for replacement, and with the replacement is some out of pocket cost for modifications, that is the responsibility of the homeowner.  If he didnt agree with the diagnosis, he could have to request a second opinion, or if he would like to continue with the repairs, he will pay the non-covered charges to Wicker Installation.  Per his contract section I item 4b. AHS is not responsible or liable for: Costs of construction, carpentry, or other modifications necessary to remove, relocate, or install equipment.  His contract was cancelled after the work orders was denied, not before.  We will stand on the denial.  Regarding the washer, per the technician, the unit was overloaded from excessive weight,transmission shaft was bend, the unit was misuse and/or abused and it was denied.  We will not reimburse for a unit that was denied for repair.  AHS'decision regarding this matter remains unchanged.
  
  
  Sincerely,
  
  
  
  
  American Home Shield of **********, Inc.  

• Initial Complaint

  Date:07/13/2022

  Type:Product 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.

  AHS charge my card twice for ******. It takes the business 1 day to take my money for a service but when they mess up and need to reimburse me it takes ***** business days. How is this fair.

  

  Business Response

  Date: 07/26/2022

  Date: July 26, 2022
  
  
  ***** Dee 
  BBB of the Mid-South 
  3693 ************* 
  *******, ** 38125 
  
  
  
  RE: ***********************;AHS Plan No.592429498; BBB Case No. 17561424
  
  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. We understand Mr. ******** frustration with the reimbursement timeframe.I have reviewed AHS records and found that the $109.50 trade service fee was reversed back to the **** card on 07/14/2022.
  
  
  Sincerely,
  American Home Shield Corporation
  

• 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.

  Since Aug 2021, I have had a service request open for my AC unit. Ive called over 20 times speaking with representatives (out sourced from another country) supposedly from AHS. The representative cannot help you. All they can do is read notes that was put in the system. They WILL NOT transfer you or have the power to transfer you to an actual american AHS representative. Since opening this work order, AHS assigned over 4 contractors trying to get different opinions. They also reverted to an earlier contractor (***** Services) which had already been assigned and gave their diagnosis. It is now July 13, 2022 and my work order has still not been completed. As a mater of fact AHS accidentally canceled my last work order with ***** Services and assigned me another contractor which will need to go through the same diagnosis steps the last 4 contractors have already done. I was told multiple times from the customer ********************** representatives that I would be contacted by a real AHS representative that could help me with my work order. Never got an american rep call me back, only those outsourced customer ********************** reps. I feel as if AHS doesnt want to fix/replace (like it says in their advertising) my entire A/C unit.

  

  Business Response

  Date: 07/20/2022

  July 20, 2022
  
  
  *********************
  BBB of the Mid-South 
  3693 ************* 
  *******, ** 38125 
  
  RE: ****************************; AHS Plan No. *********; BBB Case No. 17561074
  
  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 his air conditioner and it was dispatched to ***** Refrigeration, and per the technician, will need to replace the condensing unit, and with the replacement there are some out of pocket cost for modifications, that is the responsibility of the homeowner.  On 1/6/22 it was dispatched to Major Home Appliance, and per the technician, he did a leak test, and informed the homeowner that he needed to order a cassette unit.  On 7/13/22 another second opinion was dispatched to RM A/C Services and he had an appointment scheduled for 7/14/22 and on 7/20/22 **** from RM informed us that he will be calling in the report today, and once the report has been received, **************** will be notified of the final decision.  On 7/20/22 paperwork was submitted for refund of his service fee in the amount of $78.38; 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:07/13/2022

  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 had no AC for 31 days. American Home Shield warranty has taken this long to get me a new one and come fix it. Still no AC. Its been 31 days. I have two small children. We live in *****, ** and the temperatures are well above the 100s. Its a health hazard.

  

  Business Response

  Date: 07/20/2022

  July 20, 2022
  
  
  *********************
  BBB of the Mid-South 
  3693 ************* 
  *******, ** 38125 
  
  RE: Yunus, ******; AHS Plan No. *********; BBB Case No. 17561227
  
  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 6/12/22 a work order was created for an air conditioner, and it was dispatched to ***** HVAC Repair LLC, and per the technician, we will need to replace the condensing unit and the evaporator coil, the parts was ordered and the estimate arrival date is 7/20/22, once received the technician will contact her to schedule an appointment for installation.  On 7/20/22 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 of *****, ****

• 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.

  We placed a repair ticket in on June 20, 2022. We had a technician come out on 6/21 and stated we needed a total air conditioner replacement. We will in ******** ******* and the weather has been unbearable hot. I also live with with my 72 year old mom who has had 2 heart attacks and is on heart medication for heart failure. We were told that the equipment would be in by American home shield on July 7th. Since we were lied to and told told the equipment would be here on July 7th we told our family it would be ok to come in for the week now we have a houseful of people with no AC. . This is totally unacceptable! Please help me! I cant afford $500 to $600 a night for a hotel in ******** *******.

  

  Business Response

  Date: 07/20/2022

  July 20, 2022
  
  
  ***************************
  BBB of the Mid-South 
  3693 ************* 
  *******, ** 38125 
  
  RE: ****************************; AHS Plan No. *********; BBB Case No. 17561057
  
  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 6/19/22 a normal work order was created for an air conditioner, and it was dispatched to Open Air Cooling LLC, and on 7/20/22 an agent spoke with **** and he informed the agent that the part had arrived on 7/14/22 and the job was completed on 7/15/22.  If she is still in need of service, she can reach ** at ************.
  
  
  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 contacted this company on Monday due to my air went out. They are saying they could not find anyone to come out and fix it. Thought I had problem resolved by contacting the **************** and now find out the company they were sending out does not do Geothermal units. I just want my air fixed. I am almost 70 years old and have emphysema and high blood pressure. It has been 100 degrees here for 2 weeks and do not know how long this temperature will last. I am on a fixed income and have spent 4 nights in a motel and am unable to pay for the repairs myself. My family has had this warranty for over 20 years and have never had this kind of problem before.Please help

  

  Business Response

  Date: 07/17/2022

  July 17, 2022
  
  
  *****************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: *************************;AHS Plan No. *********; BBB Case No. 17529216
  
  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 began working directly with AHS Executive ******************** regarding this matter.  AHS dispatched Service One Air to diagnose the air conditioner.  On July 15, 2022, Service One Air advised AHS the service request was complete.  AHS Executive ******************** is scheduled to follow up with the plan holder tomorrow (July 18, 2022) regarding this request.
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield of *****, Inc.
  
  *****************************
  Claims Resolution Specialist

  Customer Answer

  Date: 07/18/2022

   
  Complaint: 17560669
  
  I am rejecting this response because: I was told that they would reimburse me to get a window unit. I have not even filed on that yet because I am getting all my paperwork for the hotels and the 1 window unit I went out and bought already to cool the house. I do not believe the $200.00 dollars they offered me is enough to cover all the frustration and money spent by me, Plus after all this they took the $100.00 service fee out of my checking account. In other words they are charging me to do their jobs.

  I want to make sure the repairs were correct before this can be settled. Right now it is 75 degrees in the house and the thermostat is setting on 74.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/23/2022

  July 23, 2022
  
  
  *****************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: *************************;AHS Plan No. *********; BBB Case No. 17529216
  
  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.  Section I.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.  Although not liable to do so,AHS has agreed to reimburse the $100 trade service call fee paid for this service request.  The plan holder can expect to receive that reimbursement within 10 to 14 business days.  Although not obligated, as a courtesy, AHS offered to reimburse the $200 towards alternate cooling (window air conditioner).  To date the plan holder has not provided the receipt for that reimbursement to be processed. The plan holder is welcome to provide that receipt directly to AHSExecutive ******************** for the reimbursement up to the $200 to be processed.  AHS denies any further reimbursement regarding this matter.
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield of *****, Inc.
  
  *****************************
  Claims Resolution Specialist

  Customer Answer

  Date: 07/26/2022

   
  Complaint: 17560669
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

   

  I have not received a phone call or an email with the address to send this receipt to and will not accept until I know they are going to pay and not cancel my policy because of all the problems.

  

  Business Response

  Date: 08/02/2022

  August 2, 2022
  
  
  *****************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: *************************;AHS Plan No. *********; BBB Case No. 17529216
  
  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.  To date the plan holder has not provided the receipt for the alternate cooling to be reimbursed.  The plan holder is welcome to attach that receipt directly to this complaint and confirm their proper mailing address for the reimbursement up to the $200 to be processed.  AHS denies any further reimbursement regarding this matter.
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield of *****, Inc.
  
  *****************************
  Claims Resolution Specialist

  Customer Answer

  Date: 08/08/2022

   
  Complaint: 17560669
  
  I am rejecting this response because: I sent the receipt to *************************** on 7/29 and she in turned let me know it was received and the check would be sent in ***** days. I am going to wait to make sure this has been returned along with my $100.00  service fee that they said they would reimburse but that has not been done yet either.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/16/2022

  August 16, 2022
  
  
  ***************************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: *************************;AHS Plan No. *********; BBB Case No. 17529216
  
  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.  On August 8, 2022, a check (# ********) in the amount of $200 was released by FrontDoor, Inc., on behalf of AHS. The plan holder can expect to receive that check within 10 to 14 business days from the mail date.  On August 4, 2022, AHS records indicate the $100 trade service call fee was reimbursed onto the source it was paid with.  If the plan holder has not received that reimbursement, they will want to follow up with their financial institution. 
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield of *****, Inc.
  
  *****************************
  Claims Resolution Specialist

  Customer Answer

  Date: 08/16/2022

   
  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. All monies have been received.
  
  Sincerely,
  
  *************************