Business Profile

Home Warranty Plans

American Home Shield

Headquarters

Complaints

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

Customer Complaints Summary

18,414 total complaints in the last 3 years.
4,981 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:04/15/2023
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 did a service request with American Home shield on March 20th 2023. The service request was for the heater and air conditioner. Neither would turn on. They had ************* solutions come out to my home.on March 22 2023. They came three hours late, but the did diagnose the problem as the motor going out. I received a text message from American Home shield on April 12th stating they would be out to fix it on April 14th. The company did a no show. When American Home shield and I both tried to call them the numbers for them are disconnected. When asking American home Shield how this matter will be resolved I have been getting the run around. They are saying things like they are going to mail them a letter. I asked to speak to a supervisor and no one has called me. When asked why they state things like they left work early etc. They are giving me a run around and I just want what I have paid for.
Business Response
Date: 04/25/2023
April 25, 2023

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

RE: *********************; AHS Plan No. *********; BBB Case No. 19940931

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.

We truly appreciate the valuable feedback from ********************* and for allowing ** the opportunity to assist with bringing the air conditioning and furnace service request to a resolution. We hate to hear the interactions with ** have been less than satisfactory. AHSs records reflect on March 20, 2023, the air conditioning and furnace service request was dispatched to ************* Solutions to diagnose any problems. The technician reported the blower motor needed to be replaced, and AHS authorized the repairs. The part was ordered and the *** is April 28, 2023. Once the technician has the part, ************ will be contacted to schedule the installation.

AHS takes the satisfaction of its customers seriously. As a courtesy for the inconveniences experienced by ************, AHS is in the process of refunding the $125.00 trade service call fee ************ rightfully paid for the air conditioning and furnace service request. The $125.00 trade service call fee is being reversed back to the original payment source, and ************ will receive the refund within approximately thirty business days.

Thank you for your consideration.

Sincerely,
American Home Shield of **********, Inc.

*****************************
Claims Resolution Specialist
Business Response
Date: 04/26/2023
Date Sent: 4/25/2023 1:06:13 PM
April 25, 2023

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

RE: *********************; AHS Plan No. *********; BBB Case No. 19940931

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.

We truly appreciate the valuable feedback from ********************* and for allowing ** the opportunity to assist with bringing the air conditioning and furnace service request to a resolution. We hate to hear the interactions with ** have been less than satisfactory. AHSs records reflect on March 20, 2023, the air conditioning and furnace service request was dispatched to ************* Solutions to diagnose any problems. The technician reported the blower motor needed to be replaced, and AHS authorized the repairs. The part was ordered and the *** is April 28, 2023. Once the technician has the part, ************ will be contacted to schedule the installation.

AHS takes the satisfaction of its customers seriously. As a courtesy for the inconveniences experienced by ************, AHS is in the process of refunding the $125.00 trade service call fee ************ rightfully paid for the air conditioning and furnace service request. The $125.00 trade service call fee is being reversed back to the original payment source, and ************ will receive the refund within approximately thirty business days.

Thank you for your consideration.

Sincerely,
American Home Shield of **********, Inc.

*****************************
Claims Resolution Specialist
Business Response
Date: 05/09/2023
May 9, 2023

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

RE: *********************; AHS Plan No. *********; BBB Case No. 19940931

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 refunded the $125.00 trade service call fee for the **** service request, and a Support Specialist was assigned to assist with facilitating a resolution. AHS's Executive ****************** had this claim further reviewed, and in order to amicably resolve this matter, AHS has now authorized the replacement of the furnace, and ************ has been advised of the $735 associated non-covered charges for modifications. If ************ needs any additional assistance, we highly recommend she contacts her Support Specialist directly, and AHS does apologize for any frustrations ************ may have experienced.

Thank you for your consideration.

Sincerely,
American Home Shield of **********, Inc.

*****************************
Claims Resolution Specialist
Business Response
Date: 05/10/2023
Date Sent: 5/9/2023 5:36:35 PM
May 9, 2023

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

RE: *********************; AHS Plan No. *********; BBB Case No. 19940931

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 refunded the $125.00 trade service call fee for the **** service request, and a Support Specialist was assigned to assist with facilitating a resolution. AHS's Executive ****************** had this claim further reviewed, and in order to amicably resolve this matter, AHS has now authorized the replacement of the furnace, and ************ has been advised of the $735 associated non-covered charges for modifications. If ************ needs any additional assistance, we highly recommend she contacts her Support Specialist directly, and AHS does apologize for any frustrations ************ may have experienced.

Thank you for your consideration.

Sincerely,
American Home Shield of **********, Inc.

*****************************
Claims Resolution Specialist
Initial Complaint
Date:04/15/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We have sent numerous emails to cancel the home warranty, and yet they are still sending us notices, emails, and letters. Now they have contacted a collections agency saying that we owe them money. They are harassing us unnecessarily. If I have to, I will have an attorney contact them, but as I have already mentioned, we have canceled their services numerous times.
Business Response
Date: 04/24/2023
April 24, 2023

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

RE: *****************************; AHS Plan No. *********; BBB Case No. 19939986

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 not accept email request for cancellation,nor do I find we received any such request. It is unclear, what email the plan holder was using for this request. Although not obligated, AHS has agreed to remove the account from collections, and waive the rightfully due past due contract. The warranty plan will remain cancelled. AHS request the plan holder disregarding any ******** that *** cross via mail and/or email dated within the next 10 to 14 business days.

Thank you for your consideration.

Sincerely,
American Home Shield Corporation
Initial Complaint
Date:04/15/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
American Home Shield Policy ID: #********* Expires 03/11/24 Dispatch: #********* Requested: 03/18/23 We reported failed Air Conditioner to American Home Shield (AHS) on 3/18/2023. As of today 4/14/2023 the Air Conditioner (AC) has not been repaired or replaced. We have called AHS multiple times and get a different response each time. Some representatives tell us they are waiting for diagnosis from AC Contractor and some representatives tell us the claim is under review. It has been almost a month and the temperatures are only going to keep rising. I have a medical condition that requires a cool environment and cannot go months without AC. AHS needs to either repair or replace the non functioning AC Condenser.
Business Response
Date: 04/26/2023
April 26,2023

***************************
********************************************
*******************************
*******,** 38125

RE:******************************; AHS Plan No. *********, BBB Complaint Case No. 19938976

Dear ***************************,

American Home Shield, **** (AHS) is in receipt of your letter, advising of the above referenced complaint. The 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 3/18/23 a work order was created for an air conditioner, and per the technician we will need to replace the condensing fan motor and it was installed on 4/25/23 and the job has been completed. On 4/26/23 paperwork was submitted for refund of his service fee in the amount of $85; please allow ***** business days for processing, payment will be credited back to the original method of payment.

Thank you for your consideration.

Sincerely,

American Home Shield of **********
Customer Answer
Date: 04/26/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

Sincerely,

*****************************
********************************
****, ** 95632
Initial Complaint
Date:04/12/2023
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.
March 29th tech came out to look at dishwasher. Been waiting for 10 working days and to just be told that I have to wait 10 more weeks to see if parts come in then or get a cash out option of 254. You cant buy a dishwasher for that amount. They wont help me with anything Give me enough money to buy a new one
Business Response
Date: 04/20/2023
April 20, 2023

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

RE: ***********************; AHS Plan No. *********; BBB Case No. 19927067

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.

We truly appreciate the valuable feedback from *********************** and for allowing us the opportunity to assist with bringing the dishwasher service request to a resolution. We hate to hear the interactions with us have been less than satisfactory. On March 26, 2023, the dishwasher service request was dispatched to J & W Home Repair to diagnose any problems. The technician reported the pump and hub needed to be replaced, and AHS authorized the repairs. After ordering the parts, AHS later determined the parts were on the manufacturers backorder.However, upon further review and to amicably resolve this matter, AHS has now authorized the replacement of the dishwasher. ****************** will be contacted by AHSs ****************** to offer replacement options. She also has the option to contact AHSs ***************************** directly at ************.

Thank you for your consideration.

Sincerely,
American Home Shield Corporation

*****************************
Claims Resolution Specialist
Customer Answer
Date: 04/24/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

Sincerely,

***********************
*****************************************
*******, ** 63023
Initial Complaint
Date:04/11/2023
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.
On March 31, 2023 I called AHS because I wanted to get out of the subscription due to the price increase and the poor service they offered. The representative of the retention department asked me to give him a second chance and that he would give me 2 months free. The months that he offered me for free were ***** and May 2023.To my surprise, AHS charges me the monthly payment for ***** on ***** 4, 2023. On ***** 10, the day I notice the charge, I call AHS to request the refund for *****. AHS refused to give me the refund with the excuse that the offer that was made to me could not be carried out and they had to apply it to the months of May and June 2023. AHS tells me that I cannot receive the refund even if I want to cancel my policy (attached the information of the policy).What I am requesting is that AHS comply with what was agreed with me and reimburse me for the charge that I did not authorize ($92.99).
Business Response
Date: 04/20/2023
April 20, 2023

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

RE: ***********************; AHS Plan No. *********; BBB Case No. 19923282

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.

We truly appreciate the valuable feedback from *********************** and for allowing us the opportunity to assist with bringing the reimbursement request to a resolution. We hate to hear the interactions with us have been less than satisfactory. AHSs records reflect on January 02, 2023, **************** AHS plan was renewed with an expected expiration date of January 02, ****. The twelve-monthly payments were scheduled to be automatically deducted on the 2nd of each month.

On March 31, 2023, ************** requested to cancel his warranty coverage because of the price increase. To resolve the matter, AHSs ********************* offered to waive two monthly payments in the amount of $92.99 each for *** and June because the processing time of the concession could take up to fourteen business days. The $185.98 concession (for *** and Junes payments) was applied on April 04, 2023. The next payment of $92.99 is scheduled to be drafted on July 02, 2023. However, AHS takes the satisfaction of its customers seriously,and in order to amicably resolve this matter, AHS agrees to reverse the $92.99 monthly payment that was rightfully deducted on April 02, 2023. Please be advised it can take up to thirty business days for ************** to receive the $92.99 refund.

Thank you for your consideration.

Sincerely,
American Home Shield Corporation

*****************************
Claims Resolution Specialist
Initial Complaint
Date:04/10/2023
Type:Order 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 had American home shield for over 3 years. Last year in July they renewed my contract and gave me a new contract number. In February I called to cancel AHS bc I sold my house. The next month I realized there was a charge from them which made me look into all of the charges from them back to July of last year. Turns out they have been charging me for both contracts for the same address. I have called and requested a refund of all the months they double charged me, which is eight months. They keep saying they will get back to me but its been over a month and we have called the resolutions department numerous times just to repeat our story over and over and be told that they will get back to us. I am requesting a refund of the months I was charged double. Here are the contract numbers in topic:607715388 *********
Business Response
Date: 04/13/2023
April 13, 2023

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

RE: *******************************; AHS Plan No. *********; BBB Case No. 19919816

Dear Ms. ****

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. AHS has cancelled the AHS Plan No. ********* and backdated that cancellation to the effective date of July 13, 2022. AHS has agreed to reimburse all funds paid on this warranty plan to date ($761.67). The plan holder should expect that reimbursement within 10 to 14 business days. The plan holder should disregard any ******** associated with this AHS Plan No. ********* dated within the next 10 to 14 business days.

Thank you for your consideration.

Sincerely,
American Home Shield Corporation
Customer Answer
Date: 04/13/2023
As stated in my complaint, I have sold my house and moved from the state. If the check is being mailed it will need to come to my new address which is **********************************************************. Thank you.
Customer Answer
Date: 04/13/2023

Date Sent: 4/13/2023 11:46:49 AM
As stated in my complaint, I have sold my house and moved from the state. If the check is being mailed it will need to come to my new address which is **********************************************************. Thank you.
Business Response
Date: 04/14/2023
April 14, 2023

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

RE: *******************************; AHS Plan No. *********; BBB Case No. 19919816

Dear Ms. ****

American Home Shield (AHS) is in receipt of your letter enclosing additional correspondence from plan holder.

AHS does apologize for the plan holders frustrations regarding this matter. AHS has cancelled the AHS Plan No. ********* and backdated that cancellation to the effective date of July 13, 2022. AHS has agreed to reimburse all funds paid on this warranty plan to date ($761.67). The plan holder should expect that reimbursement within 9 to 13 business days onto the source it was paid with. The plan holder should disregard any ******** associated with this AHS Plan No. ********* dated within the next 9 to 13 business days.

Thank you for your consideration.

Sincerely,
American Home Shield Corporation
Customer Answer
Date: 04/16/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

Sincerely,

*******************************
*****************************
*******, ** 79424
Initial Complaint
Date:04/10/2023
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.
On March 20, I called to cancel my insurance. I was on the phone with the cancellation department and was offered $125 refund from my most recent deductible for my air conditioner breaking down and a $125 credit. This was to be provided if I didn't cancel I agreed. I was initially told 6 to 8 business days I would receive my $125 then was told at the latest, April 7. On April 6, I called and the money had NOT been requested through the finance department. These people are jacking me around. They are incapable of keeping their word.
Business Response
Date: 04/15/2023
April 15, 2023

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

RE: *************************;AHS Plan No. *********; BBB Case No. 19918904

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 April 11, 2023, the $125 trade service call fee was reimbursed onto the source it was paid with.

Thank you for your consideration.

Sincerely,
American Home Shield of *****, ****
Customer Answer
Date: 04/18/2023

Complaint: 19918904

I am rejecting this response because: The day I contacted the BBB is the day American Home Shield FINALLY submitted my reimbursement. It was claimed that the day I tried to cancel, was the day the reimbursement was initiated. It took 22 days and a filed complaint to the BBB for my money to be reimbursed to me. When I call to cancel, I expect that American Homeshield NOT use their salesman tactics and lie about what they will do for me if I stay. They are natural born liars and they do not follow through with their promises unless someone like the BBB intervenes. There is no explanation as to why it took 22 days for them to reimburse me and why they lied I'd be paid within 6 to 8 days from the 20th. I will soon be canceling and cutting time with this shoddy company. Thanks BBB for helping me. I got my money the day after I submitted my complaint.

Sincerely,

*************************
Business Response
Date: 04/25/2023
April 25, 2023

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

RE: *************************;AHS Plan No. *********; BBB Case No. 19918904

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 apologize for the plan holders frustrations regarding this matter. Section L.4 of the warranty plan states if the customer or ********************** 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 ********************** 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. If it is plan holders intent to cancel the warranty plan, they may contact AHS directly at ************** and the warranty plan will be cancelled per request and according to the provisions referenced above.

Thank you for your consideration.

Sincerely,
American Home Shield of *****, ****
Initial Complaint
Date:04/10/2023
Type:Order 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.
This is now the third report that I have filed with BBB with no resolution. This company has not done anything that they stated that they were going to do in the past conversations. Reference case numbers (********) and (********). In closing in the last conversation that I received on February 23, 2023, It was stated from the company that they would issue a stop payment on a previous check (********) and re-issue a new check in the amount of $1749.81. It was stated by the company that I should allow ***** BUSINESS days from this point to receive the check. March 24, 2023 would have been 21 BUSINESS days after the last conversation to recieve this check. It is now April 10, 2023 which is 32 BUSINESS days after the last complaint and nearly 2 years of problems with this company. I have agreed to past complaints being that I believed the company would honor their agreement being that BBB is involved but unfortunately that still is not the case. I expect the company to send a new check overnight shipping to my address. I have already lost nearly $2,000 dollars to this corrupt company and the corrupt contractors that they use, I refuse to let them withhold this money too. I will not be closing out this complaint until the check is in my hands! Please resolve this immediately!!
Business Response
Date: 04/24/2023
Date:April 24, 2023

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

RE: ***********************; AHS Plan No.366956467; BBB Case No. 19918433

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 hate to hear that **************** still has not received the cash in lieu check. I checked AHS records and found that a check research request was submitted on 02/21/2023 to have a stop payment placed on the previously issued check and have a new check reissued.

I contacted the accounting department and was advised that the check was issued on 06/22/2021 and was not deposited or cashed by 11/15/2022 so it was escheated. I will work with AHS tax department to get the check reissued. I will continue to monitor the status of the reissuing of the check and will notify **************** once a new check has been reissued.

Sincerely,
American Home Shield Corporation
Customer Answer
Date: 04/25/2023

Complaint: 19918433

I am rejecting this response because:
This has now been 2 months since this was supposed to be resolved for the second time. Issue the check immediately like you stated that you were going to do 2 months ago. Do your job like you stated that you would in previous complaints.
Sincerely,

***********************
Business Response
Date: 05/02/2023
Date:May 2, 2023

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

RE: ***********************; AHS Plan No.366956467; BBB Case No. 19918433

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 we are working with the tax department to get the check reissued. The tax department has advised that the check will be issued by the end of the month. AHS will continue to monitor the status of the re-issuing of the check.

Sincerely,
American Home Shield Corporation
Customer Answer
Date: 05/07/2023

Complaint: 19918433

I am rejecting this response because:
it should not take 3 months to reissue a check. This should have been done the last time I filed a complaint through BBB. So youre saying that I will have to wait another month until you can reissue a check? Im sure that there is a faster way for you to handle this situation given the time frame.

Sincerely,

***********************
Business Response
Date: 05/24/2023
Date:May 24, 2023

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

RE: ***********************; AHS Plan No.366956467; BBB Case No. 19918433

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

As previously advised due to **************** not cashing the check in over a year and a half the check was escheated. Due to the check being escheated it was not as simple as reissuing the check. As advised the check would have to be issued from the tax department.

I have confirmed with the tax representative that the check should be mailed out on 05/25/2023. **************** should allow ***** business days from the date the check is mailed to receive the check.

Sincerely,
American Home Shield Corporation
Customer Answer
Date: 05/31/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

Sincerely,

***********************
*****************************
******, ** 29520
Initial Complaint
Date:04/08/2023
Type:Customer Service 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 03/14/23 I was approved in the full amount of $4,496 for my water heater to be replaced. I was assured over the phone by their customer support that my full reimbursement would be paid and that the ENTIRE cost of the water heater replacement was covered. Today 04/08/23 I received a reimbursement check only for the amount of $1,400 which is $3,096 short of what I was promised would be paid. The job is done and all paperwork was provided as asked. I am asking for the remaining balance that is due to me in the amount of $3,096.
Business Response
Date: 04/24/2023
April 24,2023

*************************************
***********************************************
*******************************
*******,** 38125

RE:**********************; AHS Plan No. *********, BBB Complaint Case No. 19912422

Dear *************************************,

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

Thank you for sharing **************** feedback and we apologize for any frustrations and inconveniences he may have experienced. Our records indicate there was a work order created on 1/5/23 for a water heater,and he was approved for outside authorization. On 4/8/23 a second opinion was dispatched, and he has an appointment scheduled for 4/26/23 once the technician arrives at the home and diagnose the issue with the unit, he will notify us of his diagnosis to repair or replace according to the guidelines in his contract, and he will be updated on the final decision. On 4/24/23 paperwork was submitted for refund of his service fee in the amount of $100; please allow ***** business days for processing, payment will be credited back to the original method of payment.

Thank you for your consideration.

Sincerely,

American Home Shield Corporation
Customer Answer
Date: 04/28/2023

Complaint: 19912422

I am rejecting this response because: It is now 04/28/2023 and their mechanic/plumber has not shown up yet! The plumber they hired for the diagnosis (2nd opinion) is located over 8 hours away from me and refuses to drive to my location! They have continued to reschedule day after day and now it's actually been about a week since I've heard anything and have no idea what is going on with my water heater replacement! It is leaking water all over my basement! I was told on the phone there were other options as well, we need to come up with a proper resolution to this problem or I'll be cancelling my service and also looking to bringing this up with the state Attorney General.

Sincerely,

*********************
Business Response
Date: 05/09/2023
May 9, 2023

Jasmine Bridgeforth
***********************************************

RE: **********************; AHS Plan No. *********, BBB Complaint Case No. 19912422

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

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

Thank you for allowing ** the opportunity to assist ************** with his complaint, our records indicate that there is a work order for a water heater, and per the technician the unit needs to be replaced. On 5/9/23 we show that the job was completed. If he is still in need of service, he can reach ** at ************.

Thank you for your consideration

Sincerely,

**********
American Home Shield Corporation
Customer Answer
Date: 05/15/2023

Complaint: 19912422

I am rejecting this response because: this isn't true at all! I actually received a text that states that AHS will be in contact with me about my reimbursement amount! I keep calling customer ********************** and getting mixed responses. Why doesn't anyone actually know what is happening with this?! I'll be dropping my coverage die to all the inconsistencies and no help from customer support and needing to resort to ******************** for help several times for each claim.

Sincerely,

*********************
Business Response
Date: 05/23/2023
May 23, 2023

Jasmine Bridgeforth
***********************************************

RE: **********************, AHS Plan No. *********, BBB Complaint Case No. 19912422

Dear *************************************,

Thank you for making us aware of ************** issue through the Better Business Bureau. We take customer satisfaction very seriously, and sincerely apologize if Mr. **********;has not been entirely satisfied with our service.

On 1/5/23 a work order was created for a water heater, and ************** was approved for outside authorization. It was reported to be a standard tank, then a tankless, and AHS got conflicting information from the outside contractor as to what type of tank the old one was. The diagnosis stated the tank was leaking, which indicates a standard tank, not tankless. Also, through researching realty sites, the property was shown to have a standard tank water heater, so the $1,400 reimbursement reflects the cost of a standard tank replacement. We've asked ************** to submit photos of the old unit, or make a video call to confirm, but the customer wasn't willing or able to do so. On 4/25/23 his service fee of $100 was applied back to the banking information we have on file as a courtesy.
After our investigation, AHS feels the $1,400.00 reimbursement for the replacement of a standard tank is appropriate and the additional cost to upgrade to a tankless water heater is not covered. If ************** has photos or other information to share regarding the leaking water heater, he is welcome to upload those to the BBB site for review. Otherwise, AHS considers this claim resolved.

We take your concerns seriously and thank you for bringing them to our attention. We value Mr. **********;as a member and hope to provide her with a positive customer experience in the future.

Sincerely,

**********
American Home Shield Corporation
Initial Complaint
Date:04/07/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been dealing with this company to fix my refrigerator since August 2022. I have literally spent over 100 hours across the past 6-8 months, including in home appliance repairs over and over again telling me to wait, telling me my refrigerator is repairable, every visit (approximately 5 visits by repair person). EVENTUALLY, they agreed that it was not repairable, and granted me a replacement refrigerator that was similar to my refrigerator. The cost is approximately ****** for a new fridge. The alternative was a cash buyout for $5,760. I opted to wait for the new fridge replacement, understanding and patient to wait months until it was back in stock/available. I received information from MULTIPLE employees on the service line, I have all the names and my phone records, that I would not be penalized for waiting, and as long as the replacement was initially granted before my AHS contract expired, there would be no problem with waiting as long as it took for the fridge to get back in stock. Out of nowhere I received an email that my replacement was no long valid, with no explanation whatsoever. I called and spoke with them (again I have phone records), where I NEVER received the call back. Now it is Spring 2023, I am still OUT a refrigerator, had to pay a company to remove the old one, and about $8k short of what is needed for a replacement fridge. This company is NOT playing fair or by the books.
Business Response
Date: 04/24/2023
April 24, 2023

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

RE: *************************; AHS Plan No. ********* ;BBB Case No. 19911198

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.

We truly appreciate the valuable feedback from ************************* and for allowing us the opportunity to assist with bringing the refrigerator service request to a resolution.

New appliance inventories are at all-time low levels. The impacts of COVID-19 have created greater demand, and manufacturers have taken steps to protect their production staff. We want you, our customer, to be aware as you shop that specific products may require a backorder or be unavailable.Unfortunately, this is unavoidable and will require flexibility in many cases.

According to our records,AHS offered cash in lieu of replacement in accordance with contract section C.8.b. . If AHS determines, in its sole reasonable discretion, that circumstances beyond AHS' control prevent or hamper AHS from providing a proper repair or replacement of a covered Item, AHS may provide you cash in lieu of AHS cost of such repair or replacement services. The *** offer is $5,760.10.

Although not obligated, in an attempt to resolve this matter amicably, AHS has agreed to reimburse the plan holder up to $200.00 for a total reimbursement of up to $5,960.10 including the *** offer referenced above. AHS request the plan holder reject this response, confirm their acceptance of this offer, and provide their proper mailing address. Alternatively, the plan holder may email the requested information directly to ************************************************************ for processing. AHS will await the requested information.

Thank you for you consideration.

Sincerely,

American Home Shield of **********, Inc.

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