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:04/07/2023

  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.

  A service person came to my property on 4/7 for an ** check up. When he left he told me everything was fine. He asked if I wanted my heater or ** on or off and I informed him I wanted it off. My system has not turned off since he left and the temperature in home is increasing. I immediately texted him once I realized it was not turning off and he did not respond. I scheduled an appointment online while I called AHS to informed them of this issue. As I am not a contractor I am not sure if it is the ** or heat but due to the temperature increasing, I scheduled a heat pump appointment. When I called I asked 2 representative was it safe for me to stay in the home with the system not turning off. Both representatives (***** ******* & ***** ******* ) could not provide an answer. ***** responded with "I was not in the home when it happened so I cannot say". This had absolutely nothing to do with the question in regards to me and my child's safety. Today is a Friday and they are telling me the soonest someone can come out is Monday. That's about 3 days my system will be running without a break. I fear that I will have to pay someone else to come out for the safety of me and my child. They also informed me that the issue I am experiencing with the system has nothing to do with the technician that came out. The system was working fine prior to him coming. He did not report any issues with the system when he did the check up. They want to charge me $125.00 to send someone back out for an issue caused by a contractor they sent out. They need to better train their representatives to verify what issues may be deemed emergencies and safety issues for customers. It is very concerning that neither representative could answer if it was safe.

  

  Business Response

  Date: 04/15/2023

  April 15, 2023
  
  
  ***************************
  BBB of the Mid-South
  *******************************
  *******, ** 38125
  
  RE: *******************; AHS Plan No. *********; BBB Case No. 19911068
  
  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 4, 2023, a service request was placed for the cooling system check and **** Services was dispatched to complete that request.  On April 7, 2023, **** Services advised the request was complete.  The same day, a heat pump service request was placed and ******************** was dispatched to diagnose any problems.  Union Express,Inc., advised the service request was complete. AHS has agreed to reimburse the $125 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 Corporation

• Initial Complaint

  Date:04/06/2023

  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.

  Date of claim: 3-4-23 @ 8pm claim filed. I was told to allow 6 hours for contractor to be assigned. At Midnight 3-5-23 no contractor was assigned. At 9 am--3-5-23 Still no contractor. 12pm--NO CONTRACTOR assigned that would accept the job or return call to AHS. I asked if I could find my own local contractor as water was coming up through the floor and leaking through the ceiling of my basement. Both doing further damage. Kym at 7:21 am told me there were no available contractors in my area yet to be assigned. Escalation ***** approved my request and gave me "Outside Authorization" to avoid further damage to my wood flooring/drywall and told me to submit my claim to **************************************************** email with my email address; Ref # *********; Dispatch ID #*********; Contract #*********. I called the ****************** with my plumber and that **** was closed. I called AHS bk again and spoke to *************************************** in Escaltion/who said "that **** is always closed on weekends--and to just send the email with my invoices to the same email address explaining the issue & the diagnosis". I sp/to many people to confirm this was okay. I kept calling bk to confirm approval. *****;**** (2x); ***;***;*************************** (very rude);******; *******; ****; ******;****; *****;******;*******;*****; I've sent the email 5x's with NO RESPONSE BK. AHS is now saying they won't pay that I "cancelled the claim." NO I DIDN'T. They had told me this would be a covered claim and gave me all the info/authorization to complete the work. Others I spoke to said they would call me back that "the claim was in processing"and yet never have. No supervisor or Mgr. is ever available. I'd like to contact the *** *********************! This is Robbery! I did as I was told and no one will contact me bk. Diagnosis was a "Clogged Main Line" that cost me $731.00. Plus, 1 toilet was perpetually plugged and unusable had to be replaced. Billngs included. (My premium is approx. $50/mo for Home coverage including plumbing.)

  

  Business Response

  Date: 04/19/2023

  April 19, 2023
  
  *********
  BBB Serving the Mid-South
  ************************************************************
  
  RE:         ***************************, AHS Plan No. 604051218;BBB Case No. 19905935
  
  Dear Ms. ********************************** (AHS) is in receipt of your letter advising of the above referenced complaint.  Your letter has been forwarded to me for review and response.
  
  On March 3, 2023, a service request was placed for the plumbing and ***************** was dispatched to diagnose any problems. It appears that the service contractor was unable to expedite the request and AHS offered ****************** the option of an outside contractor to diagnose any problems according to the provisions of Section C-2 of the AHS plan.  The records indicate that ***************** declined the offer and on March 5, 2023, the service request was cancelled per ******************** request.  Section C-1c provides that AHS will not reimburse for services performed without authorization to do so.
  
  In an attempt to amicably resolve this matter, although not obligated to do so,AHS is willing to reimburse ****************** in the amount of $731.00 for the clearing of the main line stoppage through the cleanout based on the invoice received.  AHS will not reimburse for the toilet replacement as no malfunctions were documented. It appears that ****************** supplied a toilet for the service contractor to install based on the invoice received. ****************** can expect to receive a reimbursement check in the amount of $731.00 in approximately ***** business days.
  
  Thank you for your consideration.
  
  Sincerely,
  AMERICAN HOME SHIELD CORPORATION
  
  
  
  ********************;
  Claims Resolution Specialist 
  ******************************************************************************
  Fax:************ 
  Email: ************************************************************ 
  
  

  Customer Answer

  Date: 04/20/2023

  I request that my reimbursed $125 deductible be credited back to my credit card as initially promised but I have not seen it as of yet. I am going to cancel my services with American Home Shield and ask that that be reimbursed as I will not be having any more claims with them. They told me they would reimburse or it would just stay on my account. Now that I am canceling I asked for that be reimbursed as of my cancellation with their company, by May 1st. 
  thank you. Please advise this has been taken care of as well.

  Customer Answer

  Date: 04/25/2023

   
  Date Sent: 4/20/2023 3:25:05 PM
  I request that my reimbursed $125 deductible be credited back to my credit card as initially promised but I have not seen it as of yet. I am going to cancel my services with American Home Shield and ask that that be reimbursed as I will not be having any more claims with them. They told me they would reimburse or it would just stay on my account. Now that I am canceling I asked for that be reimbursed as of my cancellation with their company, by May 1st. 
  thank you. Please advise this has been taken care of as well.

  

  Business Response

  Date: 04/27/2023

  April 27, 2023
  
  *********
  BBB Serving the Mid-South
  ************************************************************
  
  RE:          ***************************, AHS Plan No. 604051218;BBB Case No. 19905935
  
  Dear Ms. ********************************** (AHS) is in receipt of your letter advising of the above referenced complaint.  Your letter has been forwarded to me for review and response.
  
  The $125.00 trade service call fee for dispatch number ********* was not paid by ****************** and no reimbursement is due. AHS previously agreed to waive the $125.00 trade service call fee that was due.  Per my previous correspondence,AHS agreed to reimburse ****************** for the stoppage repairs and a reimbursement check (#********) in the amount of $731.00 was sent on April 24, 2023.
  
  ******************* AHS renewal plan became effective on July 1, 2022 and is set to expire on July 1, 2023.  Section L-4.b.d of the AHS plan states that if the customer or ********************** cancels the contract after the 30th day following the beginning of the contract 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; 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.
  
  Based on the terms of the plan, it does not appear that ****************** would be entitled to a reimbursement and a $46.99 administrative fee would be due upon cancellation.  If it is still ******************** intent to cancel her AHS plan, she may contact AHS directly at ************** for further assistance.
  
  Thank you for your consideration.
  
  Sincerely,
  AMERICAN HOME SHIELD CORPORATION
  
  
  
  ********************;
  Claims Resolution Specialist 
  ******************************************************************************
  Fax:************ 
  Email: ************************************************************ 
  
  

  Customer Answer

  Date: 05/10/2023

  I already had credits for free deductibles on my account prior to this claim. That is what Im asking to get refunded. I worked initially with ********************* service resolution specialist. I had 3 different code numbers ********* and ********* as well as 11819-3038 for full credits on my next Deductible that could be applied. These deductibles have not yet been used and they sat on my account for when I would need them. I WANT THESE PAID TO ME! As they are owed!!

  Customer Answer

  Date: 05/11/2023

   
  Date Sent: 5/10/2023 10:46:57 PM
  I already had credits for free deductibles on my account prior to this claim. That is what Im asking to get refunded. I worked initially with ********************* service resolution specialist. I had 3 different code numbers ********* and ********* as well as 11819-3038 for full credits on my next Deductible that could be applied. These deductibles have not yet been used and they sat on my account for when I would need them. I WANT THESE PAID TO ME! As they are owed!!

  

  Business Response

  Date: 05/12/2023

  May 12, 2023
  
  *********
  BBB Serving the Mid-South
  ************************************************************
  
  RE:         ***************************, AHS Plan No. 604051218;BBB Case No. 19905935
  
  Dear Ms. ********************************** (AHS) is in receipt of your letter enclosing additional correspondence from *******************
  
  My previous correspondence accurately and correctly stated AHS position regarding this matter.  AHS position does remain unchanged.  AHS credited/waived the $125.00 trade service call fee and no reimbursement is due.  AHS agreed to reimburse ****************** for the stoppage repairs and a reimbursement check (#********) in the amount of $731.00 was sent on April 24, 2023. Unfortunately, there is nothing further AHS will do with respect to this matter and we will be closing our file.  
  
  ******************* AHS renewal plan (#*********) set to become effective on July 1,2023, has been cancelled per her May 2, 2023 request.   ***************** may contact AHS directly at ************** should any further assistance be required.
  
  Thank you for your consideration.
  
  Sincerely,
  AMERICAN HOME SHIELD CORPORATION
  
  
  
  ********************;
  Claims Resolution Specialist 
  ******************************************************************************
  Fax:************ 
  Email: ************************************************************ 

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 19905935
  
  I am rejecting this response because: I understand I was not charged a service fee and this was a standing credit on my account from a prior claim. I have submitted all of the case numbers proving this is a credit to me!  It was held in/on my account until I needed it. Verification goes back to ********************* in the acceleration department that gifted this to me. It is owed.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 05/17/2023

  May 17, 2023
  
  *********
  BBB Serving the Mid-South
  ************************************************************
  
  RE:         ***************************, AHS Plan No. 604051218;BBB Case No. 19905935
  
  Dear Ms. ********************************** (AHS) is in receipt of your letter enclosing additional correspondence from *******************
  
  The trade service call fee credits offered to ****************** were for only for use on a service request placed with AHS and AHS would then waive the trade service call fee that is normally due.  The credits are like a coupon with no monetary value and will not be reimbursed.  AHS does apologize for ******************** frustration regarding this matter.
  
  Thank you for your consideration.
  
  Sincerely,
  AMERICAN HOME SHIELD CORPORATION
  
  
  
  ********************;
  Claims Resolution Specialist 
  ******************************************************************************
  Fax:************ 
  Email: ************************************************************ 
  
  

• Initial Complaint

  Date:04/06/2023

  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.

  We have a house we purchased and we got a home warranty from this company. We filed a claim for a roof leak. The claim was filed March 26, 2023. We have had no correspondence since that date except for us calling their customer **********************. On April 6, 2023 I called again and their representative told me they had cancelled the work order on March 28, 2023 without telling me. We still have a roof leaking and now they claim it was cancelled due to not being able to find a contractor in the area. My roof is still leaking. They will not repay what I spend if I go find my own contractor. I am stuck now with a service I pay for that is useless.

  

  Business Response

  Date: 04/08/2023

  April 8, 2023
  
  
  ***************************
  BBB of the Mid-South
  *************************************************************
  
  RE: *******************; HSA Plan No. *********; BBB Case No. 19903616
  
  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.
  
  I have reviewed HSAs records regarding this matter.  HSA does apologize for the plan holders frustrations regarding this matter.  On April 6, 2023, the plan holder reviewed this matter directly with an HSA Representative.  The same day, the plan holder was approved to hire their own licensed and insured contractor to diagnose the roof leak and report their findings directly to the ***************************** for approval based on the provisions of the warranty plan.  HSA will await the plan holders contractors call, so this matter can be resolved.
  
  Thank you for your consideration.
  
  Sincerely,
  Home Security of *************

• Initial Complaint

  Date:04/05/2023

  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.

  On March 24, 2023, I submitted a warrant claim request for my ** through AHS. I was assigned a contractor, who came out the next day. He diagnosed the issue and submitted everything and was approved. No movement again until 4/3/2023 when a part was said to be finally ordered. In between that time, I reached out to AHS because the temp in my home had reached over **************************************** the home and a son with other breathing issues, so the extremely hot temp was becoming unbearable. Each time I called, I was put on hold to contact the contractor. He came out with a part on 4/3/23 (he stated he found one in the store) it didn't work and he stated he wasn't sure what the problem was but was going to send his dad the next day. 4/5/23 came and still no word; just run around. I call AHS a couple more times and the regular call center is nonchalant as usual and no help; only suggest they will call the contractor. 4/29, I do another work order, which was another $100; they assigned the same contractor. I reach out by email to the exec team. A while later, I received an email from someone stating they were reviewing (******). Shortly after another email from AHS assigning a (contractor in which I prev. 3 months ago requested to not be sent back to my home (the brother of the vendor that didnt repair the ** and ghosted me). I received a call from AHS exec office, ******, to discuss the issue. I inquired about my concerns with them sending a vendor out that I prev had issues with that included rudely speaking to me, attempting to charge for out of pocket service before even assessing the work order, sending inexperienced teens to my home who damaged my counter, and just poor service. I was told it's ultimately AHS choice. ********. contractor attempted to send this brother after determining he could not fix it and the brother told him we had issues. Why would AHS send them? It's been 2 weeks ***** deg. of unbearable heat and I'm told it wont be fixed today.

  

  Business Response

  Date: 04/12/2023

  April 12, 2023
  
  
  *************************************
  BBB of the Mid-South
  *******************************
  *******, ** 38125
  
  RE: ***********************; AHS Plan No. *********; BBB Case No. 19900466
  
  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 March 24, 2023, a service request was placed on the air conditioner and -1 Construction Services, LLC, was dispatched to diagnose any problems.  On March 25, 2023, it was reported the control board needed to be replaced.  AHS authorized the repair in accordance with the provisions of the warranty plan.  Unfortunately, it does appear there was a delay with -1 Construction Services, LLC, completing the authorized repair. 
  
  On April 5, 2023, AHS Executive ******************** began working directly with the plan holder to resolve this matter in accordance with the provisions of the warranty plan.  The same day, AHS dispatched 3-******** Services to diagnose the air conditioner.  On April 10, 2023, it was reported the condenser needed to be replaced, and AHS authorized that repair in accordance with the provisions of the warranty plan. 3-******** Services explained the plan holder does not currently have a disconnect and will need one installed.  The plan holder is responsible for that out-of-pocket cost ($250).  The condenser has been ordered.
  
  Although not liable to do so, AHS previously 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.  Additionally, AHS agreed to reimburse up to $200 towards alternate cooling (fans or portable a/c).  AHS will continue to work directly with the plan holder to ensure this matter is resolved.
  
  Thank you for your consideration.
  
  Sincerely,
  American Home Shield Corporation

  Customer Answer

  Date: 04/12/2023

   
  Complaint: 19900466
  
  I am rejecting this response because:I would like it to remain open until my issue is resolved. March 24-April 12 is a long time to be without air. And the replacement unit isnt scheduled to arrive until April 20. I advised that I had an 11 year old with asthma and ****** hot conditions affects her. I was offered reimbursement on a fan or portable A/C in which the price begins at $300. I advised that as a single parent, I unfortunately couldnt afford to pay out $300 at one time and wait until they decide to reimburse it. The person in which Ive been working with at the **************** has been nice and has tried to help to a certain point or at least what she felt she could do, but that has not helped the hot condition. I pay a monthly service fee for a service that has limited contractors in which most are not reputable business people. I would just like to get the service in which I pay for, in the most professional and timely manner. Im expected to pay for a home warranty service, meant to repair issues. Usually someone is out with a fix etching 2days, no longer than a week; but now I have to live in hot conditions for almost a month 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 04/14/2023

  April 14, 2023
  
  
  *************************************
  BBB of the Mid-South
  *******************************
  *******, ** 38125
  
  RE: ***********************; AHS Plan No. *********; BBB Case No. 19900466
  
  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.  On April 13, 2023, 3-******** Services advised they secured an appointment with the plan holder April 15, 2023.  AHS Executive Relations will continue to work directly with the plan holder to ensure this matter is resolved in accordance with the provisions of the warranty plan.  On April 13, 2023, the $100 trade service call fee paid for this request was reimbursed.
  
  Thank you for your consideration.
  
  Sincerely,
  American Home Shield Corporation

• Initial Complaint

  Date:04/05/2023

  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.

  On Jan 13th 2023, I was charged for a pedestal for a washing machine. The washing machine was delivered but the pedestal was never installed and the cost for the pedestal was $188.15. I was told by the delivery driver that the refund would be issued and he contacted his boss to ensure that it was documented as there are no receipts printed only a signature to accept delivery. I have contacted American Home Shield numerous times to inquire why the item had not been credited back on the card. They were contacted on the date of the delivery, March 7th, March 15th, March 17th, and on 4/4. Each time I was told that the money would be credited back on the card. They continuously have given me the same story that the money would be credited back and they would call back and confirm the transaction had been processed.

  

  Business Response

  Date: 04/18/2023

  April 18, 2023
  
  *********
  BBB of the Mid-South 
  ************************************;
  *******,** 38125 
  
  RE: *************************; AHS Plan No. *********; BBB Case No.  19899028
  
  Dear Ms. **************************************** (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 washer service request to a resolution. We hate to hear the interactions with us have been less than satisfactory. On November 10, 2022, AHS authorized the replacement of the washer, and ************** was advised of the $188.15 associated non-covered cost for the pedestal. On March 17, 2023, ************** requested a refund for the cost of the pedestal because it was the wrong size and he returned it on the day of the installation. To amicably resolve the matter, AHS is now processing a $188.15 reimbursement check for the washer pedestal. ************** will receive the check for $188.15 from AHS in approximately ten to fourteen business days.
  
  
  Thank you for your consideration.
  
  Sincerely,
  American Home Shield Corporation
  
  *****************************
  Claims Resolution Specialist     
  

• Initial Complaint

  Date:04/04/2023

  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.

  Once again tried to file another claim through American Home Shield and denied. So this time I paid a service fee of $125 and then they say my garbage disposal is not covered and that I owe $325 for the company to install a new one. All the service technicican tried to do was turn the disposal with an ***** key and try to restart it. I already did that. He didn't detach it or look inside. Nothing was done at all. This is a total scam and waste of money.

  

  Business Response

  Date: 04/18/2023

  April 18,2023
  
  
  
  ***************************
  BBB of the Mid-South 
  ************************************;
  *******, ** 38125 
  
  RE: ***********************; AHS Plan No.621836928; BBB Case No. 19896271
  
  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 apologizes for ************************* frustration regarding this matter. On April 4, 2023, Royal Plumbing reported to AHS that the garbage disposal is jammed with a foreign object,its not turning on, the technician unable to manually unclogged the unit. The garbage disposal is non repairable and will need to be replace. The technician determined the failure to the garbage disposal was due to not normal wear and tear. Section A.2 of the warranty plan states coverage under this contract includes normal wear and tear malfunctions during the contract term. The replacement of the garbage disposal was denied.
  
  In an attempt to amicably resolve this matter, AHS has dispatched a second opinion company ************ to diagnose any problems with the plumbing. Mr. *************** contact ************ directly at ************ to schedule an appointment if an appointment has not already been set.
  
  In light of the inconvenience, AHS has waived the trade service call fees that was due, a $125 trade service call fee reimbursement will be issued back to the payment source from which payment was made in approximately ***** business days.

  Thank you for your consideration
  
  Sincerely,
  
  AMERICAN HOME SHIELD CORPORATION

• Initial Complaint

  Date:04/03/2023

  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.

  In February 2023 We contacted American Home Shield to fix the Ice maker in our refrigerator. AHS sent a contractor to ***** the ice maker and they to said a new Ice maker would need to be replaced. They would place an order for the part and stated it would take 3 days. The part took more than 10 days to arrive. It has now been over a month and AHS has told us on 4 different occasions the contractor would be out to fix the ice maker. It has now been more than a month and this issue has not been corrected. This has been escalated to contract relations and still no resolve. Every time we contact customer ********************** we get a representative with a scripted speech stating they will contact the contractor and have the problem resolved. This has not been done.

  

  Business Response

  Date: 04/08/2023

   April 8,2023
  
  
  *********
  BBB of the Mid-South
  *******************************
  *******, ** 38125
  
  RE: ***********************;AHS Plan No. *********; BBB Case No. ********; *************************
  
  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.
  
  Please be advise the owner of the above-mentioned warranty plan is ************************
  
  I have reviewed AHS records regarding this matter.  AHS does apologize for the plan holders frustrations regarding this matter.  On April 5, 2023, Airboss Mechanical, LLC, advised AHS the service request was complete. Although not obligated, AHS previously agreed to reimburse the $125 trade service call fee paid for this request. The plan holder should expect to receive that reimbursement within 6 to 10 business days.
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield of *******, ****

• Initial Complaint

  Date:04/01/2023

  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.

  American Home Shield provides a warranty for my home and covers certain items including plumbing. I called them on Feb 3, 2023 to inform them of plumbing issues I was experiencing that are covered with my home warranty. I was charged the normal fee of $80.44 as the service fee for the plumber to visit my home and repair the covered items. Speedy Pluming (*********** **, not a BBB certified company) was the vendor who visited my home on Feb 5. They diagnosed the problem and said they would need Home Warranty to approve the parts and the labor before they would complete the work. I was assured, I would hear back within a few business days with the approval and to schedule the final visit to do the repairs.After two weeks, I called Speedy Plumbing, after a third week I called them angain, and have yet to hear from them.I have called Home Warranty four times over an eight week period and my issue has still not been resolved.Home Warranty has stated they have escalated my case, but the last two phone calls they have provided the same information with no resolution on only that my case has been escalated. I have been promised calls back from the home warranty company, and at no point has the Home Warranty called me back. I have requested different plumbers, but that goes against AHS policies. But their policies have not been followed and they have not been able to provide a different vendor to repair the work thats covered under the Home Warranty. Its been 8 weeks and I have not heard from the plumber, and AHS continues to not follow through on examining the vendor and assigning me a new one.

  

  Business Response

  Date: 04/17/2023

  April 17, 2023
  
  
  
  
  ***************************
  BBB of the Mid-South
  *******************************
  *******, ** *****
  
  RE: *************************; AHS Plan No. 600272558;BBB Case No. 19884073             
  
  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 faucet service request to a resolution.  According to our records, the faucet service request was placed on January 31, 2023.  The vendor, Speedy Plumbing Service never responded therefore on April 5, 2023, AHS transferred the service request to ********************
  
  Currently, ***** Plumbing service is scheduled to return to the home on April 21, 2023, to complete the repairs on the faucet on the original request and also diagnose two new faucets on a new service request placed on April 11, 2023. 
  
  Although not obligated to do so, AHS submitted a refund for the service fee paid for the original service request placed on January 31, 2023.  In addition, AHS will also refund the service fee paid for the new service request placed on April 11, 2023.    The plan holder can expect to receive a credit in the original form of payment within ***** business days.
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield Corporation

• Initial Complaint

  Date:03/31/2023

  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 received an air condition from American Home Shield by way of ****** (serial # ***************** #********************** 7/5/21. I had my first issue with it in 5/25/22 when I had Comfort Airconditioning out to address my issue and I was told my brand new airconditioner was low on refrigerant. I was told by American Home Shield and ****** both that this was a fluke because it probably wasn't filled up at the factory all the way. They filled it with refrigerant for me. Jump ahead to today 3/31/23 I had a tune up from Comfort Air Conditioning and was told AGAIN, I was low on refrigerant. This air conditioner that is barely a yeaf and a half need more and more refrigerant. The reason my first unit was replaced was because of a leak and I was told a properly functioning unit will never need refrigerant because it has enough in it to last the life cycle of the unit. So why is my brand new unit in need of refrigerant AGAIN!!!!!. I feel American Home Shield and ****** gave me a lemon and I'm getting the run around from both of them and am in need of a brand new unit instead of the lemon they gave me. Please help me I cant go through the summer hot and sweat like in 2021.

  

  Business Response

  Date: 04/11/2023

  April 11,2023
  
  
  
  *********
  BBB of the Mid-South 
  3693 ************* 
  *******, ** 38125 
  
  RE: *****************************; AHS Plan No.608252748; BBB Case No. 18973402
  
  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 apologizes for *********************** frustration regarding this matter. On July 5, 2021,Anytime Air Conditioning replaced the air conditioner unit. AHS has requested Anytime Air Conditioning to return to the home and diagnosis issues with the air conditioner, they will contact ****************** to schedule an appointment, she may also contact them at ************.

  Thank you for your consideration
  
  Sincerely,
  
  AMERICAN HOME SHIELD CORPORATION

  Customer Answer

  Date: 04/11/2023

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

  Anytime Air Conditioning is supposed to be coming to my house Friday 4/14/23 between 8am- 12pm to evaluate air conditioning unit.  I accept this as long as they get my unit working properly.
  
  

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

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

  ********************, ** 19053

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

  
  

  Customer Answer

  Date: 04/14/2023

  AnyTime Air Conditioning was out today 4/14/22 & put in 1.5 lbs of refrigerant in to air condition that is less than 2 years old, reinerating that I must have a leak. it is unaccesptable that an air condition would need refriderant added if there wasn't a leak. My unit is under warraty and I am an active member with American Home Shield, I want the problem diagnosed properly and fixed the right way;having a technichian come out every few months to add refriderant is NOT an acceptable fix for me. Also, a new air condition unit is manafactured to have a enough refrigerant to last the life of the unit and mine unit has an active leak.

  Customer Answer

  Date: 04/14/2023

  More IAnyTime Air Conditioning was out today 4/14/23 & put in 1.5 lbs of refrigerant in to air condition that is less than 2 years old, reinerating that I must have a leak. it is unaccesptable that an air condition would need refriderant added if there wasn't a leak. My unit is under warraty and I am an active member with American Home Shield, I want the problem diagnosed properly and fixed the right way;having a technichian come out every few months to add refriderant is NOT an acceptable fix for me. Also, a new air condition unit is manafactured to have a enough refrigerant to last the life of the unit and mine unit has an active leak.nformation...

  Customer Answer

  Date: 04/14/2023

   
  

  From the CONSUMER:

  Sent 4/14/2023 9:59:59 AM

  Read by ******************** on 4/14/2023 10:04:58 AM

  More IAnyTime Air Conditioning was out today 4/14/23 & put in 1.5 lbs of refrigerant in to air condition that is less than 2 years old, reinerating that I must have a leak. it is unaccesptable that an air condition would need refriderant added if there wasn't a leak. My unit is under warraty and I am an active member with American Home Shield, I want the problem diagnosed properly and fixed the right way;having a technichian come out every few months to add refriderant is NOT an acceptable fix for me. Also, a new air condition unit is manafactured to have a enough refrigerant to last the life of the unit and mine unit has an active leak.nformation...

  

  Business Response

  Date: 04/19/2023

  April 19,2023
  
  *********
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: *****************************; AHS Plan No. *********; BBB Complaint Case No. 19881252
  
  Dear Ms. ********************************** (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 follow up from ****************** regarding the service request for the air conditioning; we apricate being able to address the concern.
  
  AHS has confirmed with Anytime Air Conditioning that when out for the appointment they recharged the unit with approximately one pound of refrigerant. The contractor advised the condenser only was replaced in 2021; and leak testing was not performed due to the small amount of refrigerant required. Anytime Air Conditioning has requested that a different provider be assigned to diagnose if additional service is needed. AHS is unable to dispatch a different company at this time due to the issue having been resolved.
  
  Ms.******** service request has been documented, and if service is needed,Customer Care will place the recall. ********************** does apologize for any frustration experienced and understands the need to resolve the concern. If additional information is required, AHS is available at your convenience. 
  
  Thank you for your consideration.
  
  Sincerely,     
  American Home Shield Corporation

  Customer Answer

  Date: 04/20/2023

  THIS IS A BRAND NEW UNIT INSTALLED 7/5/2021 AND NO AMOUT OF LEAKING OF REFRIGERANT SHOULD BE TOLERALTED, THIS WAS THE WHOLE REASON THEY REPLACE MY INITAL  UNIT IN THE FIRST PLACE BECAUSE OF  LEAKING REFRIGERANT. I  AM STILL UNDER A MANUFACTURERS WARRATY WITH LENNOX  AND I DONT THINK A LEAK OF ANY KIND WEATHER IT'S 1 POUND, 2 POUNDS OR 3 POUNDS ON A BRAND NEW UNIT SHOULD BE CONSIDERED SATISFACTORY OR TOLERATED. I DON'T THINK I SHOULD BE ASKED TO ACCEPT A UNIT THAT IS BRAND NEW THAT WILL PROBABLY REQUIRE ********** *** OF REFRIGERANT PER SEASON (AT MY COST) , THAT IS NOT ACCEPTABLE. I KNOW WHEN AN AIR CONDITIONER UNIT IS MANAFACTURED IT SHOULD HAVE A ENOUGHT REFRIGERANT TO LAST THE **** OF THE ***** WHY IS MINE LEAKING ??????????? PLEASE HELP ME i FEEL I'M BEING TAKEN ADVANTAGE OF BY BOTH PARTIES AND GETTING THE RUNAROUND .

  Customer Answer

  Date: 04/26/2023

   
  Date Sent: 4/20/2023 3:43:27 PM
  THIS IS A BRAND NEW UNIT INSTALLED 7/5/2021 AND NO AMOUT OF LEAKING OF REFRIGERANT SHOULD BE TOLERALTED, THIS WAS THE WHOLE REASON THEY REPLACE MY INITAL  UNIT IN THE FIRST PLACE BECAUSE OF  LEAKING REFRIGERANT. I  AM STILL UNDER A MANUFACTURERS WARRATY WITH LENNOX  AND I DONT THINK A LEAK OF ANY KIND WEATHER IT'S 1 POUND, 2 POUNDS OR 3 POUNDS ON A BRAND NEW UNIT SHOULD BE CONSIDERED SATISFACTORY OR TOLERATED. I DON'T THINK I SHOULD BE ASKED TO ACCEPT A UNIT THAT IS BRAND NEW THAT WILL PROBABLY REQUIRE ********** *** OF REFRIGERANT PER SEASON (AT MY COST) , THAT IS NOT ACCEPTABLE. I KNOW WHEN AN AIR CONDITIONER UNIT IS MANAFACTURED IT SHOULD HAVE A ENOUGHT REFRIGERANT TO LAST THE **** OF THE ***** WHY IS MINE LEAKING ??????????? PLEASE HELP ME i FEEL I'M BEING TAKEN ADVANTAGE OF BY BOTH PARTIES AND GETTING THE RUNAROUND .

  Customer Answer

  Date: 04/27/2023

  Still waiting to see what can be done to permanently fix my situation.
  

  

  Business Response

  Date: 04/28/2023

  April 28,2023
  
  *********
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: ***************************** AHS Plan No. *********; BBB Complaint Case No. 19881252
  
  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.
  
  Thank you for the information from ****************** regarding concerns about the air conditioning system. AHS has confirmed with the service contractor that no leaks were found when they were out to assess the unit. With adding the refrigerant to the system, it is currently at the factory levels. However, if ****************** experiences an issue regarding the system not cooling, a different provider will be assigned to perform leak detection. AHS will continue to assist ******************, and approve all repairs or replacements covered by the terms of the warranty if additional service is required. 
  
  Thank you for your consideration.
  
  Sincerely,     
  American Home Shield Corporation 

  Customer Answer

  Date: 05/01/2023

  This was the 2nd time my unit needed refrigerant added since I received it 7/5/21 , this is not acceptable, I was told by the tech from Any Time air condition that units are not checked for leaks  by American Home Shield unless the are 3 pounds deficient of refrigerant. My unit is / was brand new it should not have need refrigerant added unless their is a leak. Twice in less than two years I need refrigerant ; I feel I am stuck playing this game with a unit that can just stopping cooling at any time, my initial unit was replaced due to a leak by American home shield & now Im still in the exact situation with a lemon of a unit. I feel they are leaving me no choice but to look for legal help to get my air conditioning situation finally resolved. Once again a unit is manufactured with enough refrigerant to last the life of the unit; so why does mine keep needing refrigerant added; BECAUSE THERE IS A LEAK.

  Customer Answer

  Date: 05/02/2023

   
  Date Sent: 5/1/2023 12:07:15 PM
  This was the 2nd time my unit needed refrigerant added since I received it 7/5/21 , this is not acceptable, I was told by the tech from Any Time air condition that units are not checked for leaks  by American Home Shield unless the are 3 pounds deficient of refrigerant. My unit is / was brand new it should not have need refrigerant added unless their is a leak. Twice in less than two years I need refrigerant ; I feel I am stuck playing this game with a unit that can just stopping cooling at any time, my initial unit was replaced due to a leak by American home shield & now Im still in the exact situation with a lemon of a unit. I feel they are leaving me no choice but to look for legal help to get my air conditioning situation finally resolved. Once again a unit is manufactured with enough refrigerant to last the life of the unit; so why does mine keep needing refrigerant added; BECAUSE THERE IS A LEAK.

  Customer Answer

  Date: 05/02/2023

  I will go further with my dissatisfaction.

  thank you for your help.

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

• Initial Complaint

  Date:03/31/2023

  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 understand AHS authorization process and need your help to facilitate the approval process. I opened Dispatch #********* (*******************) on March 20/2023 for fixing problems with water pressure, basket strainers, pressure regulator and toilet bowl. As ******************* was not replying, I reopened Dispatch #********* (RDN PLUMBING LLC) per suggestion of authorization department to improve wording for approval on #********* (such as basket = basket strainer), but they also not reported correctly.-It was taking several pictures to prove that the basket strainer is rotted out.-It was diagnosed that the pressure regulator is not making its job correctly.-Pop up assembly was diagnosed worn out.

  

  Business Response

  Date: 04/12/2023

  April 12, 2023
  
  *********
  BBB of the Mid-South
  *******************************
  *******,** 38125
  
  RE:*************************** *****; AHS Home Warranty Plan No. *********; BBB Case No. 19879886
  
  Dear Ms. ********************************** (AHS) is in receipt of your letter advising of the above referenced complaint.  Your letter has been forwarded to me for review and response.
  
  I have reviewed AHS records regarding this matter and the plumbing service request was placed on March 20, 2023.  ******************* was dispatched to diagnose the plumbing problems.  On March 23, 2023, it was reported by ******************* that the pop-up assembly to the faucet needed to be replaced and AHS authorized for this repair. In order for the tech to complete the replacement of the pop-up assembly,the plan holder was advised of the non-covered costs in the amount of $350.00 to remove the pedestal for access to the item. ******************* reported the shower basket/strainer needs to be replaced and the technician will need to make access by removing the valve.  Section I.4.a of the warranty plan states AHS is not responsible or liable for providing or closing access to covered items.
  
  The technician from ******************* reported that there was a crack in the base of the water closet (toilet) and the cause of the failure was not from conditions of normal wear and tear.  Section A.2 of the warranty plan states coverage under this contract includes normal wear and tear malfunctions during the contract term.  It was reported by the technician that the4 home has excessive water pressure which caused the faucet to leak.  Section I.6.b of the warranty plan states AHS is not responsible or liable for repairs or replacements when the malfunction is due to accidents, fire, freezing, water damage, electrical failure or surge,or excessive or inadequate water pressure. Based on the information provided and the terms of the plan, AHS was unable to authorize for any repairs to the toilet and the faucet leak.
  
  A second opinion was requested and RDN Plumbing, LLC was dispatched to diagnose any plumbing problems.  On March 31,2023, it was reported by RDN Plumbing, LLC that the faucet was leaking due to excessive water pressure and that the plan holder broke the pop-up assembly at the appointment.  Based on the information provided and the terms of the plan (Section I.6.b), AHS was unable to authorize for any repairs. 
  
  In an attempt to resolve this matter, AHS will refund the trade service fee of $100.00 back to the payment source in approximately ***** business days.    
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield Corporation
  
  *************************
  Claims Resolution Specialist 

  Customer Answer

  Date: 04/13/2023

   
  Complaint: 19879886

  Dear Mrs ***************************** am rejecting this response. I see you were able to talk to the plumber, something that I was not able although I called them exhaustively. I see too that you could rephrase the diagnoses from what we have written in the "Estimated Non-Covered Costs _ American Home Shield", for example:

  - access hole in the pedestal;

  - "basket" was declined by authorization because they wrongly considered "shower enclosure". It is basket strainer/waste line. There is definitely no "valve" to be removed; there is drywall work to be removed and drywall is covered under our contract (see photo). Basket strainer/waste line and access through walls are covered.

  - the home does not have excessive pressure, but the home is currently with excessive pressure because the pressure regulator (NR3XL) is not doing its job and needs maintenance (see photo). Pressure regulator is also covered.

  Please authorize the service request for

  1 - basket strainer/waste line with access though unobstructed walls

  2 - pressure regulator
  
  Sincerely,
  
  *************************** *****

  Customer Answer

  Date: 04/13/2023

  Photos

  

  Business Response

  Date: 04/14/2023

  April 14, 2023
  
  *********
  BBB of the Mid-South
  *******************************
  *******,** 38125
  
  RE:*************************** *****; AHS Home Warranty Plan No. *********; BBB Case No. 19879886
  
  Dear Ms. ********************************** (AHS) is in receipt of your letter enclosing additional response from the plan holder.  Your letter has been forwarded to me for review and response.
  
  My previous letter dated April 12, 2023, accurately and correctly states the information in AHS possession.  AHSposition remains unchanged.  Although not obligated to, in an attempt to resolve this matter amicably, AHS will review an estimate or invoice from a plumbing ******* of Mr. ****** choice related to the plumbing repairs.  The estimate or invoice will need to provide a detailed diagnosis related to the cause of the failures and an itemized breakdown of costs expected or incurred related to the plumbing repairs.  Once this information has been received and reviewed, you will be further advised of AHS position regarding this matter.  ************** may upload the estimate or invoice directly to the BBB site and I will review the information and respond accordingly. 
  
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield Corporation
  
  *************************
  Claims Resolution Specialist 

  Customer Answer

  Date: 04/18/2023

   
  Complaint: 19879886
  
  Please find attached documentation provided by RotoRooter (***************************) for repairing the (1) leaking in the waste line and (2) failure on pressure regulator. For questions fell free to talk to ******** on ************

  Sincerely,
  
  *************************** *****-

  

  Business Response

  Date: 04/25/2023

  April 25, 2023
  
  *********
  BBB of the Mid-South
  *******************************
  *******,** 38125
  
  RE:*************************** *****; AHS Home Warranty Plan No. *********; BBB Case No. 19879886
  
  Dear Ms. ********************************** (AHS) is in receipt of your letter enclosing additional response from the plan holder.  Your letter has been forwarded to me for review and response.
  
  My previous correspondence dated April 12, 2023, accurately and correctly states the information in AHS possession.  AHSposition remains unchanged.  Please be advised that AHS relies on the diagnosis from our licensed technicians to determine the course of action for repair or replacement of a covered item. 
  
  ************* has provided an estimate from a plumbing company of your choice (Roto-Rooter) related to the plumbing repairs. The technician from Roto-Rooter reports that the pressure relief valve and the bathtub overflow will need to be replaced and the total cost of these repairs is expected to be a total of $1,984.56. Although not obligated to do so, in an attempt to resolve this matter,AHS will reimburse ************** for the cost of the repairs in the amount of $1,984.56.  The check has been processed and will arrive in approximately ***** business days.  It appears this matter has been resolved according to the terms of the plan and AHS will be closing its file.
  
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield Corporation
  
  *************************
  Claims Resolution Specialist