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
- 18,436 total complaints in the last 3 years.
- 5,011 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:03/31/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On March 2, 2023 I initiated a service request to have my dryer repaired because it was no longer heating. The work order was dispatched to Residential Home Maintenance and the ticket was assigned to ****** [This is the SAME person who attempted to repair my dishwasher, ordered new parts that did NOT work and the dishwasher had to be replaced by AHS] The dryer repair worked for no more than 2-weeks and it stopped again. I initiated a recall around March 18th for Residential to come back out to my home and instead this vendor transferred the work order. That's telling! The same work order was then transferred to ******** Appliance Repair, which has a voice recording that says it is understaffed. Since it was already 48-hours of my recall and no one had come to my home, the work order was transferred again, and sent to Mid-South Home Maintenance. This is now the third vendor which has had this work order WITHOUT a resolution. Mid-South sent a technician to my home on March 24th, he accessed the situation, and concluded that the motor had gone out. This diagnosis should have been done during the FIRST visit! He said that AHS has been quick with ordering parts, so it should be soon to get the parts and schedule the repair. An email on March 28th said that the part was ordered and the contractor would reach out to me about the status. I contacted Mid-South on March 31st and was told by **** that the part was never received. AHS was my next call and after 3-phone calls I was able to speak with a rep. from AHS who confirmed that the part was delivered on March 29th and that **** confirmed delivery. I reached out to the contractor immediately after this. **** said that she never told AHS this and It is still unknown if the parts were delivered. It does not take 2 1/2 days to determine if parts have been received or not! Especially, when shipping confirmed it was delivered. It is now going on a month since my initial work order and I am still without a dryer.
Business Response
Date: 04/02/2023
April 2, 2023
***************************
BBB of the Mid-South
*******************************
*******, ** 38125
RE: *******************************; AHS Plan No. *********; BBB Case No. 19879451
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 31, 2023, the decision was made that the dryer should be replaced. AHS ******************************* contacted the plan holder the same day with the replacement options in accordance with the provisions of the warranty plan. The same day, the plan holders selected replacement dryer was ordered.
Thank you for your consideration.
Sincerely,
American Home Shield CorporationCustomer Answer
Date: 04/06/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.
Sincerely,
*******************************1945 ****************************, ** 70816Initial Complaint
Date:03/30/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I contacted American Home shield for electrical problems in my property in February 2023. They hired ******** to fix my problems. ******** didn't show up for the 1st appointment and again and again for 3 times. I asked American Home shield to change the technician but they refused. When the electrician finally showed up, this electrician didn't fix anything and I called American Home Shield reported that they didn't fix anything. ******** scheduled me but again didn't show up at the appointment time. They scheduled me for March 22nd and this time, only stayed for 1 minute and left. Electrician didn't fix anything again. I called the electrician and the ******** said that they needed to submit a new authorization for approval. Since then 10 days passed and nothing has been done and American home shield has not done anything to resolve this issue. After this , I had no choice but to hire an electrician on my own because it is dealing with my tenant and dealing with safety issue with smoke alarms and gfci outlets. I couldnt wait anymore after waiting for more than a month to get these fixed. I paid for the service charge upfront and nothing has been fixed and on top of that I had to wait for more than a month waiting for technician for who cancelled 4 times last minute. American Home Shield needs to refund $100 service charge for not *********** other compensation causing me to wait months for the service and left me with no choice but to hire my own electrician to fix the issue.Business Response
Date: 04/05/2023
April 5, 2023
***************************
BBB Serving the Mid-South
************************************************************
RE: *********************, AHS Plan No. 614718418;BBB Case No. ********
Dear ***************************:
American Home Shield of **********, **** (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 February 28, 2023, a service request was placed for multiple electrical issues and Safewire, **** was dispatched to diagnose and repair any covered problems. Section D-2 of the AHS plan provides that if a particular repair or replacement fails within 30 days, AHS will send a service contractor to repair the failure and you will not be charged an additional trade service call fee. The records indicate that a recall was placed on March 14, 2023, and Safewire, **** was dispatched back to the home to diagnose any further problems. It has been reported to AHS that a shorted out exhaust fan in the upstairs guest bathroom was replaced. It was also reported that a GFI outlet in the kitchen was replaced and a second GFI outlet in the kitchen was rewired as the line/load was reversed.
It appears that Safewire, **** also reported issues not covered under the AHS plan and stated that the downstairs smoke detector was disconnected and missing, and that the entry hallway smoke detector was also disconnected and missing. The downstairs master bedroom smoke detector had damage from chemicals/moisture and the malfunction was not caused by normal wear and tear. The **** device in the garage had been broken due to physical force and not by normal wear and tear,and as a result the outlet and the bathrooms, including one downstairs guest master bathroom and one upstairs guest master bathroom were not working.
In light of Ms. ***** dissatisfaction, AHS has waived the trade service call fee that was due, and a $100.00 trade service call fee reimbursement will be issued back to the payment source from which payment was made in approximately ***** business days. ************ may contact AHS directly at ************** should any further assistance be required.
Thank you for your consideration.
Sincerely,
AMERICAN HOME SHIELD OF **********, INC.
********************;
Claims Resolution Specialist
******************************************************************************
Fax:************
Email: ************************************************************Initial Complaint
Date:03/30/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I called American Home Shield to cancel my contact on 1/12/23 to cancel my contract because the premium had gotten too expensive. My premium effective 2/27/23 was to increase to $102.82. On 1/12/23 I was transferred to Customer Resolutions and spoke with *****. As goodwill based on my loyalty ***** agreed to lower my premium to $80.00 per month, effective 2/27/23. However, I was still charged $102.82 on 2/27/23. I once again called American Home Shield on 3/15/23 and spoke with **** in Customer Resolutions. He confirmed on my account that my premium was to be $80.00 per month and assured me that the error in billing would be rectified and I would be credited for the overcharge. To my dismay, on 3/27/23 I was again charged a premium of $102.82. I again contacted American Home Shield on on 3/27/23 and spoke with ***** in Customer Resolutions who once again assured me that the problem would be resolved, she would contact the ********************* to request the change to my premium and someone would contact me within a couple of days to confirm the change. I have not received a call from anyone at AHS. I am requesting that AHS refund me the overcharge of $45.64 for February and March, and start correctly billing me, effective 4/27/23, in the amount of $80.00.Business Response
Date: 04/18/2023
April 18, 2023
*************************************
BBB of the Mid-South
************************************;
*******, ** 38125
RE: *******************************; AHS Plan No.620167118; BBB Case No. 19875559
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 11, 2023, AHS agent contacted ******************** regarding the offer that was made to retain her warranty. AHS has applied to two premium payments of $173.88 and $100 that was offered to the account. Ms. ********* next payment date is June 27, 2023. A request has been submitted to AHS accounting department to adjust the monthly payments to $80. The account will be updated within 5-7 business days.
AHS agrees to reimburse ******************** $45.64 for the additional premium payments received, she will receive the reimbursement within ***** business days.Thank you for your consideration
Sincerely,
AMERICAN HOME SHIELD CORPORATIONInitial Complaint
Date:03/30/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have a home warranty plan with American Home Shield. I submitted a request for my fridge not feezing or cooling. On 2/22/23, a technician from Antech Applicances, which was assigned by AHS, came to service my fridge. They provided the report stating "Sealed system problem". AHS denied this original claim stating the technician indicated the issue was covered under manufacturer warranty. I called AHS back to inform them that the manufacturer warranty was expired and not covered. Their response was to provide a second opinion in which Applicances and MORE was assigned. On 2/27/23, second technician inspected and provided the following "Sealed system problem, R-600A refrigerant". Again, AHS denied the claim staing manufacturer waranty, however, i provided documentation to technician on 3/2/23 stating warranty was expired. Technician followed up with AHS stating warranty was in fact expired and not covered. AHS followed up stating the claim was now denied due to "pre-existing condition". I contacted technician, and he stated "he never said it was a pre-existing condition". I then followed up with AHS who contacted technician to confirm that report NEVER stated it was a pre-existing condition. Twice, they confirmed with the technician that it was NOT PRE-EXISTING and I am being told that AHS authorization **** is re-evaluating the claim. but never hear back. AHS continues to fabricate the report diagnosis, which differs from the diagnosis provided by technicians. Aside from the run around, my contract even states pre-existing conditions are covered. Section A.2.d Coverage under this contract also includes malfunctions of covered items which occur during the contract term resulting from the following situations prior to and during the contract term:d. Undetectable pre-existing conditions which are defects or mechanical failures that could not have been detected by a visual inspection and/or simple mechanical test.Business Response
Date: 04/12/2023
April 12, 2023
*********
BBB of the Mid-South
*******************************
*******, ** *****
RE: ***********************; AHS Plan No. 619788508;BBB Case No. 19875167
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.
We truly appreciate the valuable feedback from *********************** and for allowing us the opportunity to assist with bringing the refrigerator service request to a resolution. According to our records, a second-opinion vendor was dispatched for the refrigerator on April 4, 2023. The appointment was scheduled for April 6, 2023. AHS relies on the diagnosis from our licensed technicians to determine the course of action for the repair or replacement of a covered item. Once the diagnosis is received, AHS will advise the plan holder further as to its position.
Although not obligated to do so in an effort to amicably resolve this complaint, AHS will refund the service fee paid. 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 CorporationInitial Complaint
Date:03/30/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am getting the run around trying to obtain service on a covered appliance. I called American Home Shield on 3/25/23 regarding my dryer. I have spoken to several representatives, of which, I have barely been able to communicate to try and set up an appointment. They have tried to give me appointments several weeks away. I stated I needed my dryer in my home working. I was finally given an appointment at a time where I wouldn't be home. I informed the AHS representatives several times about this. I received a confirmation text today, 3/30/23 stating the appointment was set today. I called to verify that the repairman would be there at 4 p.m. today. I was told that the repairman would be there between 2:45 and 3:30 p.m. I informed this last AHS representative that this was not what was agreed upon in my last conversation with the last representative. I asked to speak to a manager/supervisor. I was transferred to a condescending representative in the cancellation department, who did nothing to help me. I'm filing this complaint because of the poor customer ********************** I have received just trying to get service on a covered appliance under the contract I have with American Home Shield. I'm not sure if the repairman will show up to my home since I have been told several different things by several different AHS representatives about my appointment time. I also want it noted on this complaint that I signed up for automatic deductions from my checking account for my monthly payment for my contract, but I didn't not authorize them to access my checking account and withdraw the service technician fee from my account. They did this without my consent. I will update the BBB on the outcome of my service visit.Business Response
Date: 04/06/2023
April 6,2023
***************************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: ***************************; AHS Plan No.610622488; BBB Case No. 19874788
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. AHS has requested ********************** Services to diagnosis the issue with the dryer. ********************** Services will contact ******************** to schedule an appointment, she may also contact ************.
In light of the inconvenience and delay encountered, AHS has waived the trade service call fee that was due, and a $100 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 CORPORATIONInitial Complaint
Date:03/30/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
American Home Shield has failed to provide me with compensation after I had to get emergency repairs made to home's power cables. The contractor came out on behalf of my city after devastating rain threatened to cause a fire in my house. After he made temp repairs he handed me an estimate. I called AHS and they stated they needed to send out their own contractor, and I asked if they could do that within the next few hours as an emergency, but they failed and did not send someone. Then 30 hours later they called and stated they could send someone for an estimate within a few days, but I told them i didn't have a few days since it was an emergency. AHS told me that i was required to get the estimate approved by their "outside contractor authorization department", so i had my contractor call them and then spent 30 minutes arguing with AHS. AHS finally told me that the repairs were not approved due to water damage. I called and told them that the electric wiring was "wear and tear" just like the estimate said, and told them that I understand if they didn't want to cover the $3K in damage downstairs/basement due to the water damage, but they needed to pay for the rewiring of the electrical wires. I had a new estimate made up, but the contractor had to get the repairs made due to impending weather. I called AHS and wanted to give them the estimate but they said they will not take it from me, and if I called the "outside contractor authorization department", that they would just hang up on me. I asked them to send it to them, but they said they will not consider anything. So now I am out of pocket $1560 for something that AHS covers and I am paying for every month. This is the second time AHS does not want to cover a repair. The first time they state they do not cover wall A/C units and would not pay $500 to replace a broken system (AHS claims that they cover "Wall A/C Units" on their website and I would like this removed from their description).Business Response
Date: 04/07/2023
Date: April 7, 2023
*******************;
BBB of the Mid-South
************************************;
*******,** 38125
RE: *****************************; AHS Plan No.615579908;BBB Case No. 205120878
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 opportunity to assist ********************** with his complaint. I have reviewed AHS; records and found that an electrical service request was placed on 03/03/2023. Records show that ********************** accepted outside authorization to use his own vendor.
The vendor reported the diagnosis to AHS on 03/06/2023 stating that the main panel was leaking water due to secondary water damage. Per ************************ contract section I6b, AHS does not cover for failures caused by accidents, fire, freezing, water damage,electrical failure or surge, or excessive or inadequate water pressure.
Of ********************** is in possession of information from a licensed and insured electrician that contradicts the diagnosis provided to AHS, he can forward the detailed information to me for review. The requested information should include a breakdown of the costs incurred or estimated for the repair, as well as the technicians diagnosis of what caused the failure. When I have received and reviewed the requested information, I will advise you of AHS' position regarding this matter.Otherwise, based on the information in our possession, I find that coverage of the electrical was rightfully denied.
As a courtesy, AHS will concession the trade service fee. The concession will be applied to the account in ***** business days.
Sincerely,
American Home Shield CorporationCustomer Answer
Date: 04/07/2023
Complaint: 19874627
I am rejecting this response because:I have already stated that the outside contractor gave you all of what you claimed. Again, AHS does not listen to me when I stated that the contractor contacted you several times to give you an estimated quote on just electrical wires that you cover that totals $1700. Everytime I call, I get someone who barely speaks English and tells me over and over again what you just responded with...despite the fact that I am trying to explain that they were trying to call you with an updated quote for just electrical wires. FOR THE THOUSANDTH TIME: I UNDERSTAND YOU DONT COVER THE WATER RELATED DAMAGE, BUT YOU SHOULD COVER WIRE DAMAGE FROM WEAR AND TEAR!
Additionally, now you are charging me a $100 service fee for selecting my own contractor. You still haven't paid me the repair cost, or answered your phones when the contractor called. When I called this week and asked why I was being charged when you didn't provide a service, you kept saying it was to process the service...but again, what service did you provide? I paid for everything! I setup the contractor! You did nothing and still want $100 service fee?
Attached is the contractors quote for just the wear and tear on the wires. It is what they were trying to give you over and over again. My wires have been fixed because of fire hazards to the home.
Sincerely,
*****************************Business Response
Date: 04/14/2023
Date: April 14, 2023
*******************;
BBB of the Mid-South
************************************;
*******,** 38125
RE: *****************************; AHS Plan No.615579908; BBB Case No. 19874627
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 diagnosis submitted to AHS by ************************** own vendor stated that the unit was leaking water and that the water caused damage to the wiring from the panel. AHS previously and accurately advised ********************** that AHS does not cover malfunctions that are caused by secondary damage. Due to the water getting inside the panel, causing the damages, it is considered secondary damage and is not covered by the warranty. AHS will stand on the denial.
Records show that the service fee was reimbursed back to the original payment method on 04/11/2023.
Sincerely,
American Home Shield CorporationCustomer Answer
Date: 04/14/2023
Complaint: 19874627
I am rejecting this response because:It appears that AHS reps are not reading my messages or listening while I'm on the phone with them.
1. I understand you dint cover water damage.
2. The orginal estimate was including all water damage and wear and tear in which you rightfully denied.
3. I asked the contractor to write up just the wear and tear to wires and they did. They also called your"outside authorizations" deoartment with no luck.
4. The contractornkw refused to work with you because of how difficultit is to talj to you and the language barrier since your reps barely soeak english.
5. I called multiple times to explain but you still dont listen.
6. Bottom line is that the attached estimate is for the wear and tear of electrical wires that AHS is SUPPOSED to cover. The contractor replaced all of these wires with new wires. (The cracks and tears in the wires caused secondary damage in my basement because of water intrusion in the basement) but this estimate is to repair all of the homes wires and NOT the water damage in the basement.
7. Lastly, if you guys are not going to stand by your word, then i should NOT be charged the $100 service fee since you did not: A) Give me a contractor, B) Pay the contractor anything, C) You didnt do anything.
Sincerely,
*****************************Business Response
Date: 04/21/2023
Date: April 21, 2023
*******************;
BBB of the Mid-South
************************************;
*******,** 38125
RE: *****************************; AHS Plan No.615579908; BBB Case No. 205120878
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.
It was reported that water leaking into the panel caused the damage. The warranty does not cover for malfunctions that are caused by secondary damage. I contacted Mr. ******** to clarify the diagnosis and was advised that water got into the panel and caused the rusting and damage to the service cables, wires, and panel. AHS will stand on the denial.
As a courtesy, the service fee was reimbursed by to the original payment method on 04/11/2023.
Sincerely,
American Home Shield CorporationInitial Complaint
Date:03/30/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have a contract with American Home Shield that I pay a monthly premium for. I contacted them on 3/15/2023 to get a repair for an appliance. They scheduled a service for 3/18/2023 contracter never showed. Contacted AHS multiple times they then set up a service call for 3/29/2023 with a different contracter who gave and confirmed an appointment between 8am and 5pm, they never showed. AHS took $100 out of my account on 3/15/2023 for the copay /fee for the repair. I have now missed 2 full days of pay work without pay and then when I tell them I need a more narrowed time they give me a 3rd date between 7am and 4pm which will mean a third time off of work without pay. I have asked to speak with supervisors and have been told they do not have or that they will have to call me back. When contacting the service reps today I was put on hold by 2 different representatives and they disconnected the call. This is terrible customer ********************** and they are not attempting to correct the issue at all with a fair resolution.Business Response
Date: 04/10/2023
April 10, 2023
***************************
BBB of the Mid-South
*******************************
*******, ** *****
RE: *************************; AHS Plan No. ********* ;BBB Case No. 19874467
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 the washer service request. AHS has reached out to Whirlpool and ***** and neither vendor have availability within the recommended guidelines for service. If your plan holder has had the washer repaired by a different contractor, please forward the detailed information to me for review so that we can try to resolve this matter.
Thank you for your consideration.
Sincerely,
American Home Shield CorporationCustomer Answer
Date: 04/10/2023
Due to the fact that AHS scheduled 2 different contractors , I received confirmations for the appointments scheduled, and there were 2 days that were taken off of work to accomadate the time frames that were given and then it would have required a longer wait and a 3rd day of being off of work, we ended up having to buy a new washing machine.
We still have not received the $100 service fee that AHS took from my account for the *********************** that were never rendered. There were 2 days of lost wages and then we still had to be out of pocket to purchase a new machine $600. We pay monthly for this protection plan and was definetely let down with the service or lack of service received. When talking to the many representatives that I did for the numerous hours trying to get this resolved they were no help, could tell they were reading from a script becasue they would all say the same thing and when I would ask to speak with a supervisor/ manager was told that I could not or they did not have any.
I feel that this
Customer Answer
Date: 04/17/2023
Complaint: 19874467
I am rejecting this response because:Due to the fact that AHS scheduled 2 different contractors , I received confirmations for the appointments scheduled, and there were 2 days that were taken off of work to accomadate the time frames that were given and then it would have required a longer wait and a 3rd day of being off of work, we ended up having to buy a new washing machine.
We still have not received the $100 service fee that AHS took from my account for the *********************** that were never rendered. There were 2 days of lost wages and then we still had to be out of pocket to purchase a new machine $600. We pay monthly for this protection plan and was definetely let down with the service or lack of service received. When talking to the many representatives that I did for the numerous hours trying to get this resolved they were no help, could tell they were reading from a script becasue they would all say the same thing and when I would ask to speak with a supervisor/ manager was told that I could not or they did not have any.
I feel that this
Sincerely,
*************************Business Response
Date: 04/21/2023
April 21, 2023
***************************
BBB of the Mid-South
*******************************
*******, ** 38125
RE: *************************; AHS Plan No. ********* ;BBB Case No. 19874467
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 and authorized the replacement of the washer. The plan holder can expect to hear from our ******************************* within 3-5 business days with an offer for replacement. The direct phone number for appliance purchasing is ************ and their hours of operation are Monday Friday 7 am- 7 pm CST.
Thank you for your consideration.
Sincerely,
American Home Shield CorporationInitial Complaint
Date:03/30/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
American Home Shield attempts to provide a home warranty service, however, over the past five years they have dramatically reduced their coverage policies while also dramatically increasing their annual coverage premium. Also, while their name implies "American" Home Shield, I am not able to ever speak with someone from *******, i.e., ****************************. While these representatives speak with broken English, their inability from a cultural standpoint to fully understand and appreciate the customer needs, and also their inability to translate insurance claim information to contractors has caused my claims to be denied further disrupting the mechanical issues within my home, delaying repair of my home, causing me to lose time away from work having to spend countless hours on the phone with these individuals, causing great stress and anxiety to me and my family, and financially disrupting my family. I am requesting that this notice be delivered to their ************* leadership and a full refund of my annual premiums.Business Response
Date: 04/12/2023
April 12, 2023
*************************************
BBB of the Mid-South
3693 *************
*******, ** *****
RE: *********************; AHS Plan No. 604457788 ; BBB Case No. 19874366
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 water heater service request to a resolution. According to our records, the water heater service request was placed on February 6,20232. The vendor, Lakeshore Plumbing reported that the water heater was leaking and needed to be replaced.
To install new equipment, modifications and/or code upgrades may be required however not covered under the warranty as stated in contract section D.1.l. Except as otherwise specified in your Agreement, Covered Item modifications, upgrades, repairs, or replacements required to comply
with any federal, state, or local laws, regulations, or ordinances, utility regulations, or building or zoning code requirements; and section D.4.b. Costs of construction, carpentry, or other modifications necessary to remove, relocate, or install a Covered Item or part thereof. The modifications and/or code upgrades are as follows: gas line $85.00, permit $175.00, Tt & p $45.00, dielectric $40.00,vent $350.00, and additional modification $220.00 The total non-covered charges are $915.00. This is payable directly to the vendor.
The plan holder disputed the diagnosis and requested a second opinion. The second opinion vendor,Whitney Holdings also reported that the water heater needed to be replaced.
As an alternative, AHS offered cash in lieu (***) for the replacement of the water heater in accordance with contract section C.8.c. 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 $340.00.
Although not obligated, in order to resolve this matter amicably,if you are in possession of an invoice or estimate from a company of your choosing that contradicts the information provided to AHS, you may forward the detailed information to me for review. The requested information should include an itemized breakdown of the costs incurred or estimated for the repair, as well as the technicians diagnosis of what caused the failure. When I have received and reviewed the requested information, you will be further advised of AHS position. Otherwise, the authorization for the water heater replacement stands.
Thank you for your consideration.
Sincerely,
American Home Shield CorporationInitial Complaint
Date:03/30/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
American Home Shield account Contract Number ********* was terminated in the month of August 2021 and they continue to take money from my account until I noticed the change in my Bank account this month. I called them to report, cancel and get the refund starting from August 2021 until March 2023. So far they have refunded the money for 8 months (August 22 to March 23 $575.92). They still owe me from August 21 to August 22 which is in the amount of $755.88. I have called and canceled this account and did not put this account in auto-renewal but they claim I did. This account was canceled and I signed up with another company and wouldn't have two warrentes for one house. I am requesting that the refund be done in the amount of $755.88.Business Response
Date: 04/02/2023
April 2, 2023
*****************
BBB of the Mid-South
*******************************
*******, ** 38125
RE: ***************************; AHS Plan No. *********; BBB Case No. 19874130
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. AHS has agreed to reimburse the additional $755.88. The plan holder should expect to receive that reimbursement, onto the source it was paid with, within 10 to 14 business days.
Thank you for your consideration.
Sincerely,
American Home Shield CorporationCustomer Answer
Date: 04/03/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.
Sincerely,
***************************12505 ************************, ** 20705Initial Complaint
Date:03/30/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have requested not to be contacted and my personal information deleted. This has not stopped the solicitation.Business Response
Date: 04/01/2023
April 1, 2023
***************************
BBB of the Mid-South
*******************************
*******, ** 38125
RE: *****************************; AHS Plan No. N/A; BBB Case No. 19869196
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 Ms. ******** frustrations regarding this matter. I have personally submitted the request to remove Ms. ******** mailing address from our system. This process can take up to 60 business days. AHS request ****************** disregard any mail received during that time period.
Thank you for your consideration.
Sincerely,
American Home Shield CorporationCustomer Answer
Date: 04/01/2023
Complaint: 19869196
I am rejecting this response because: waiting 60 days. I have submitted request directly to the company continued received solicitations after multiple request 3 sets of 90 days.
Sincerely,
*****************************Business Response
Date: 04/15/2023
April 15, 2023
***************************
BBB of the Mid-South
*******************************
*******, ** 38125
RE: *****************************; AHS Plan No. N/A; BBB Case No. 19869196
Dear ********************:
American Home Shield (AHS) is in receipt of your letter enclosing additional correspondence from *******************
AHS has previously received and reviewed Ms. ******** complaint and stated its position regarding this matter. AHS' position does remain unchanged. AHS does apologize for Ms. ******** frustrations regarding this matter. AHS is not able to rush the 60-day period as previously communicated on April 1,2023. AHS request ****************** disregard any mail received during this time frame.
Thank you for your consideration.
Sincerely,
American Home Shield Corporation
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