Complaints
This profile includes complaints for American Home Shield's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 18,457 total complaints in the last 3 years.
- 4,981 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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: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 filed and paid for a claim for my Air Conditioner to be fixed on 5/13/2022. 10 days later the first contractor was to my house. That company did no trouble shooting just charged me an additional $176 to to more refrigerant in. AC compressors are closed units meaning, there should never be a need to add refrigerant unless there is a leak. They didn't check for a leak. They came back a week later and detected 2 holes in the indoor coil. At this point American Home Shield tried to tell me that I would be responsible for over $2,000 of the repair as there would need to be modifications to replace the coil. On my contract it states- "2. AIR CONDITIONING COVERED ITEMS: All components and parts of the following air conditioning systems: Ducted central electric split and package units Geothermal Evaporative coolers Wall air conditioners Mini-splits. When repairing or replacing a Covered Item, if such repair or replacement requires component or part upgrades to maintain compatibility and/or compliance with SEER **************** Efficiency Ratio), HSPF (Heating Seasonal Performance Factor), or refrigerant standards, AHS will cover such upgrades and will also cover necessary associated upgrades to duct connections,plenums and indoor electrical lines up to and including the disconnect"The reason the the modifications need to be done is there would be miss matching seer coils from the indoor and outdoor. I told them that was unacceptable and wanted them to send another company. That company came on 7/1/2022. There is still no service report or recommendation from that company and American Home Shield continues to tell me they will look into it and call me back which has yet to happen. I have now had a non working AC during the hottest months of the year for over 2 months with a 1 year old and 3 year old with Autism. This is completely unacceptable. American Home Shield should stand behind their products and do what is right!
Business Response
Date: 07/21/2022
July 21, 2022
*********************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: **********************; AHS Plan No. ********; BBB Case No. ********
Dear **********:
American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.
Thank you for sharing Mr. ***** feedback and we apologize for any frustrations and inconveniences he may have experienced. Our records indicate that on 5/13/22 a work order was created for an air conditioner, and it was dispatched to *************** & Air, and per the technician, we will need to replace the evaporator coil. On 6/27/22 a second opinion was dispatched to ******** Services, and per the technician, we will need to replace the evaporator coil. On 7/20/22 he is being offered cash in lieu in the amount of $435.00 for the replacement of the coil, if he would like to accept the offer, he can reach us at ************.
Sincerely,
American Home Shield CorporationCustomer Answer
Date: 07/21/2022
Complaint: 17560731
I am rejecting this response because: My contract states under section F #2, AHS will cover any necessary components that are required due to seer requirements. AHS is saying that I am responsible for those upgrades that are required to replace the coil when the reason the modifications are needed is due to current seer standards and requirements.
Sincerely,
*********************Business Response
Date: 07/29/2022
July 29,2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *********************; AHS Plan No.590710008; BBB Case No. 17560731
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 29, 2022 Frog Pro Services reported to AHS that the evaporator coil. AHS approved the technician to replace the evaporator coil. The company further reported that refrigerant needed to be added to the air conditioning system. Section D.14.a of the warranty plan states that AHS will pay up to ten dollars ($10) per pound per occurrence for refrigerant. The customer is responsible for payment of any costs in excess of ten dollars per pound. The charge to the customer for refrigerant not covered by the warranty plan was $1,110. The technician reported that modifications in the amount of $670 were necessary. 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. Finally, there were code upgrades that needed to be performed in the amount of $110. Section I.1.g.iv of the warranty plan states this contract does not cover: System or appliance upgrades, or repairs or replacements required: 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. The total amount of charges that ************ is responsible to pay for is $1,780.
In the alternative to having the repair completed by Frog Pro Services,AHS offered ************ the option of accepting cash in lieu of AHS cost of the authorized repair, up to the amount of $435. Section C.8.b of the warranty plan states AHS may provide a cash in lieu of AHS cost of such repair or replacement services. This offered amount is based on what AHS would expect to pay (which is substantially less than retail cost) for parts and labor for covered items less the incurred cost of the contractors diagnosis. If the customer accepts such an offer, the customer is required to repair the item or provide a new replacement and send the acceptable proof of their actual itemized costs to AHS before any reimbursement amount will be paid.
AHS is awaiting ************ decision on how he would like to proceed forward.
Thank you for your consideration
Sincerely,
AMERICAN HOME SHIELD CORPORATIONCustomer Answer
Date: 07/29/2022
Complaint: 17560731
I am rejecting this response because: Under the contract in Section F: its states; 2. AIR CONDITIONING
COVERED ITEMS: All components and parts of the following air conditioning systems: Ducted central electric split and package units Geothermal
Evaporative coolers Wall air conditioners Mini-splits. When repairing or replacing a Covered Item, if such repair or replacement requires
component or part upgrades to maintain compatibility and/or compliance with SEER **************** Efficiency Ratio), HSPF (Heating Seasonal
Performance Factor), or refrigerant standards, AHS will cover such upgrades and will also cover necessary associated upgrades to duct connections,
plenums and indoor electrical lines up to and including the disconnect.
NOT COVERED: Outside or underground piping, well pump, and well pump components for geothermal and/or water source heat pump
Window units Water towers Humidifiers Dehumidifiers Chillers, chiller components, and water lines Portable units.Specifically: "When repairing or replacing a Covered Item, if such repair or replacement requires
component or part upgrades to maintain compatibility and/or compliance with SEER **************** Efficiency Ratio), HSPF (Heating Seasonal
Performance Factor), or refrigerant standards, AHS will cover such upgrades"The upgrades and modifications are directly related to current SEER codes that were different when the unit was manufactured in **** vs 2022.
This company is praying on people that are not going to read their contract like I did and hope to sneak by. Due to my continued attempts to have this matter resolved to my contract, If AHS should cover the ENTIRE repair or replacement of my AC unit. Failure to agree to such conclusion, I will proceed with my advice from legal counsel to take to make this a civil case that will not only ask the same thing but punitive damages occurred by my wife, 18 month old and 3 year old with Autism over the almost 3 months this process has taken with AHS. I have also contacted *** 6 with is interested in a piece on "*** 6 on your side" as their team agrees with my assessment of my contract and work needed. Going to get costly for AHS if they don't stand behind their product and do what is right without the courts forcing a much larger settlement.
Sincerely,
*********************Business Response
Date: 08/06/2022
August 6, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *********************; AHS Plan No.590710008; BBB Case No. 17560731
Dear *****************:
American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.
AHS does apologize for the plan holder's frustration regarding this matter. However, my previous correspondence accurately & correctly stated AHS' position regarding this matter. In order to amicably resolve this issue,although not liable to do so, AHS will cover the cost of the non-covered modifications of $670. ************ is responsible to pay for the excess cost of the refrigerant which is $1,110.
When ************ is ready to move forward with the repair, he may contact ******** Services directly to schedule at ************.
Thank you for your consideration
Sincerely,
AMERICAN HOME SHIELD CORPORATIONInitial Complaint
Date:07/13/2022
Type: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 paid for home shield and some how they got the address wrong they have it listed as ************************************************************************* My actuals address is *********************************************************************** and they will not change the address with out the change of address I can not use their protection on my stuff it wont let me into their system so in my eyes I have thrown a $100 out the window I cant even log in I have called them 6 times sent two emails and still nothing all i want is the address changeBusiness Response
Date: 07/17/2022
July 17, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *********************************; AHS Plan No. *********; BBB Case No. 17560464
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. The request has been submitted to change the property address. This request can take up to 3 to 5 business days. Alternatively,the plan holder is welcome to contact the AHS **************** directly at ************ to assist with this change.
Thank you for your consideration.
Sincerely,
American Home Shield Corporation
*****************************
Claims Resolution SpecialistInitial Complaint
Date:07/13/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On July 8th my ac went out so I called AHS at 7:30 on the 9th .I waited till 1 to see if they would call they did ntot. I reached out to them in text to ask what the issue was in getting a tech assigned they said they were still working on finding me a tech and explained that I had 2 babies in the house and was ineed of their service. I was told this would be expedited . I have tried every day since then. to contact them as to when this would be resolved they keeo wanting me to get a outside contractor and I stated if I could afford one dont you think I would have already done that , this is why I agreed to pay what you ask for every month for the past 5 years.. Yesterday on the 11th I sent a text on their chat box and was told I was in que and I waited for over 5 hours and no one evr answered . I feel like these guys are scamming people . They gave me a list of contractors I cant use but they refuse to give me a list of contractors I can use. I need your help to get some sort of fire lit under there butts. I need my ac reapiredBusiness Response
Date: 07/21/2022
July 21, 2022
***************************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *********************; AHS Plan No.638244707;BBB Case No. 17560418
Dear ***************************:
American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.
AHS does apologize for the plan holder's frustration regarding this matter. On June 10, 2022 AHS requested *********************** to service the air conditioner unit. *********************** set an appointment for July 21, 2022 to service the air conditioner unit. When the company has diagnosis the issue they will report the findings to AHS to move forward with the service request. If ************** has any additional questions with regards to scheduling he can contact *********************** directly at ************. This service request is in progress.
Thank you for your consideration
Sincerely,
AMERICAN HOME SHIELD OF *****, ****Initial Complaint
Date:07/13/2022
Type: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.
Complaint Number ********. I have already filed a complaint wanting the company to complete the service request. Please read the previous statement. I called the company Delta Home Service as requested, and they immediately responded with a text to schedule a date. As stated earlier, I have yet to verbally speak with someone, however, the company immediately responds with a text message. Delta has not completed the services request, and in the last text, they requested measurements. I rescheduled an appointment, they never told me a specific time nor did they contact me on the date they stated they would complete the service. I am attaching additional texts with the company. I should not have to initiate any calls to schedule them, wait on them all day to come as I rearrange my schedule to accommodate them without a call or an update. AHS should reassign a reliable company to complete the service request.Business Response
Date: 07/26/2022
Date: July 26, 2022
***************************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: ********* *******; AHS Plan No.642438607;BBB Case No. 17560135
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 Ms. ******* with her complaint. I have spoken with the vendor Delta Home Services who advised AHS that they spoke with Ms.******* and scheduled an appointment for 07/28/2022 at 10:30 am. AHS does apologize for the delay in service and will continue to monitor the status of the repair.
Sincerely,
American Home Shield Corporation
...Customer Answer
Date: 07/26/2022
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,
********* EnglishInitial Complaint
Date:07/13/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
American Home Shield (HS) home warranty in effect until 8/26/22 (800-776-4663). 7/1/22 I called HS for furnace and a/c issue. On 7/1/22 Caldera A/C & Heating ************ was assigned and set an appt to come out 7/6/22. 7/6/22 Caldera rep said he'd send his report to HS that day and we'd hear from HS within 24 hrs. I called Caldera on 7/7/22 for an update. I was told they did not know if the tech sent the report to HS, staff said she'd check and call me back. I called HS and was told no report had been received. HS denied my requests to speak to a mgr & to go with another company if the report isn't received by 7/8/22. After my insistence HS called Caldera and says they were told the report would be submitted that day or by 7/8/22. I called Caldera on 7/11/22. The lady who answered said she did not know if the report was submitted, she'd get back to me. I stated that I'd been told the same last wk, didn't get a call back, and it's too hot in my home. She started yelling into the phone about not having spoken to me before and being out of the ofc for a funeral. I demanded she stop yelling at me. Ofc mgr ******* took the phone and said the report had not been sent, it may go out 7/11/22 or 7/12/22, and my info wasn't the only info not sent yet. I called HS about this unpleasant experience. Again I was denied the opportunity to speak to a mgr or work w/ a new company. I was told a mgr would be consulted for next steps since Caldera was no longer welcome in my home. On 7/12/22 ********* called from Caldera with another person on the phone. She asked for a detailed description of what the tech did/said when at my house because she was trying to send a report to HS. They also began to state that we'd have to pay $1000 out of pocket. Not sure how they know that without their tech's notes. I called HS concerned that their report was based off our talk today vs their tech's assessment. HS denied my requests to speak with a mgr, file a complaint, and work with a new company.Business Response
Date: 07/21/2022
July 21, 2022
***************************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *********************; HSA Plan No.664396287; BBB Case No. 17559700
Dear ***************************:
Home Security of ******** **** (HSA) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.
HSA does apologize for the plan holder's frustration regarding this matter. On July 21, 2022 Caldera A/C and Heating reported to AHS that the technician replaced a capacitor on the air conditioning system and the unit needed to be recharged with refrigerant.
However,in an attempt to amicably resolve this matter, HSA has dispatched a second opinion company Knight Mechanical to diagnose any problems with the air conditioning unit. You may contact Knight Mechanical directly at ************ to schedule an appointment if an appointment has not already been set.
Thank you for your consideration
Sincerely,
HOME SECURITY OF ******** ****Customer Answer
Date: 07/25/2022
Complaint: 17559700
Thank you for forwarding the response from HSA. There are a few important corrections that need mentioning.
Calderas technician did nothing to our home. When the tech was here on July 6, he explained that he would write up an assessment and send it to HSA, and would not be able to make any repairs until he received approval from HSA. At no point during his visit did he say he repaired anything. This dishonesty and lack of thoroughness is an example of why we no longer want to work with Caldera and do not trust them performing work in our home.
Also, Caldera was sent out because we had a service issue with our central air unit as well as our furnace. This new company needs permission from HSA to assess our furnace as well. We would like HSA to give permission to the new company to also assess our furnace for issues. Time is of the essence. The new company is able to come out on Tuesday, July 26 and can look at the furnace also with approval from HSA. The tech simply looked at our filter on the furnace and recommended we use a smaller filter, one that was not recommended for our home. He asked us to turn on the furnace and that was it. There was no testing done on the furnace. The furnace comes on, the issue has always been the levels of carbon monoxide coming out.
I think its important to note that we are simply asking for the new company to perform the original request.
Sincerely,
*********************
Sent from my iPhone
Sincerely,
*********************Business Response
Date: 08/02/2022
August 2, 2022
***************************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *********************; HSA Plan No.664396287; BBB Case No. 17559700
Dear ***************************:
Home Security of ******** **** (HSA) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.
HSA does apologize for the plan holder's frustration regarding this matter. On August 2, 2022 Knight Mechanical reported to AHS that the furnace will need to be replaced. AHS approved the technician to replace the furnace.The technician reported that modifications in the amount of $1,025 were necessary. Section F.4 of the warranty plan states HSA is not responsible or liable for modification charges or costs for metal fabrication, plenum work, or electrical changes necessary to satisfy the installation requirements of a new replacement unit. The total amount of charges that ************** is responsible to pay for is $1,025.
HSA purchasing department has received the request for the furnace, when Knight Mechanical receives the equipment they will contact ************* to schedule an installation appointment. This replacement is in progress.
Thank you for your consideration
Sincerely,
HOME SECURITY OF ******** ****Initial Complaint
Date:07/13/2022
Type: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.
Hello, I've had American Home Shield for a few years. Each time I have attempt to use this warranty service I have difficulty with them finding service providers for my area. This time it is becoming a health issue. It has been over 100 degrees and my air went out 2 days ago. The service number is***-***-**** I called several times yesterday and the automated prompt says there is no work order for that address. I waited on the line each time for a person to speak to and they id find my work order and it has been sent to dispatch. I called 3 times along with my realtor cousin Courtney Hubbard to try and resolve this issue. I called Another home warranty company to ask about their service and providers in my area. He set me up on a plan and gave my some providers in my area due to the fact, with a new contract I'm unable to use for 30 days. ( american residual warranty) I called one of the service providers he gave me and the gentlemen was out in a few hours. My compressor is bad and I'm in need of a new unit. I want American Home Shield to refund my monthly fee due to them not having providers for my area and not attempting to resolve this matter in this dangerous extreme heat. clearing service providers are in my area and they didn't care that Im over 60 sitting in extreme heat with my pets. My account number is ********* I deserve a years refund of my account for lack of service companies that serve them and they knew as they collected my funds.Business Response
Date: 07/21/2022
July 21,
2022
***** ***
*** ** *** *********
**** ******* *****
******** ** *****
RE: ******* *****; AHS Plan
No.*********; BBB Case No. ********
Dear ***** ***:
American Home Shield (“AHS”) is in receipt of
your letter advising of the above referenced complaint. Your letter has
been forwarded to me for review and response.
AHS
does apologize for the plan holder's frustration regarding this matter. On July
13, 2022 Aquilla Air, Ms. ***** outside authorization company reported to AHS that
the condenser and air handler unit will need to be replaced.
AHS
has requested a second opinion with AC and Heating Experts, the company will
contact Ms. ***** to schedule the appointment, she may also contact them at
************, the company can service as soon as 7/22/2022. This service
request is in progress.
With
regards to cancelation, Section L.4 of the warranty plan states if the customer
or AHS cancels the contract after the 30th day following the beginning of the
contract term: (a) if AHS has not provided any services, the customer will
receive a pro rata refund of the contract fees paid for the unexpired term;(b)
if AHS has provided services and the amount of the service costs incurred by
AHS is less than the contract fees paid, the customer will receive a pro rata
refund of the contract fees paid for the unexpired term, less the service costs
incurred by AHS; (c) If AHS has provided services and the amount of the service
costs incurred by AHS is greater than the contract fees paid, the customer
shall pay AHS the lesser of (i) the amount by which the service costs incurred
by AHS exceeds the contract fees paid; or (ii) the amount by which the annual
rate listed on the Contract Agreement pages exceeds the contract fees paid; and
(d) Additionally, customer shall be responsible for an administrative fee of
the lesser of (i) your Plan Fee for one month of coverage under this contract
or (ii) such amount as is permitted by law. Therefore, Ms. ***** would not be
entitled to full reimbursement of contact fees.
Thank you for your consideration
Sincerely,
AMERICAN HOME SHIELD OF TEXAS, INC.Customer Answer
Date: 08/13/2022
Complaint: ********
I am rejecting this response because: ***** From BBB received the invoice and stated it look fine.
Sincerely,
******* *******-*****Attached is a copy is better copy.
Business Response
Date: 08/24/2022
August 24, 2022
***** ***
*** ** *** *********
**** ******* *****
******** ** *****
RE: ******* *****; AHS Plan No.*********; BBB
Case No. ********
Dear ***** ***:
American
Home Shield (“AHS”) is in receipt of your letter advising of the above
referenced complaint. Your letter has been forwarded to me for
review and response.
AHS
does apologize for the plan holder's frustration regarding this matter. As Ms.
***** provided the paid invoice with this complaint, AHS was able to process a
cash reimbursement. AHS can expect to receive a reimbursement check in the
amount of $5,982.16 (issued by Frontdoor, Inc.) in approximately 14-21 business
days.
Thank you for your consideration
Sincerely,
AMERICAN HOME SHIELD OF TEXAS, INC.
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