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

• 

  Home Security of America, Inc.

  PO Box 650993 Dallas, TX 75265

• 

  American Home Shield

  Macon, GA 31210

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:03/30/2023

  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 called to renew my contract 10/2021. When I renewed this contract, they somehow created a duplicate account I was unaware of. It wasnt until I asked for service in 01/2023 that the mistake was caught due to me questioning them over the phone. Once they acknowledged the mistake, I was told the duplicate account would be canceled AND I would be receiving a refund dated back to when the account was opened. The amount was totaling $1084.83. I called every month including February of 2023 because I was STILL being charged on both accounts. They said they would cancel the contract and refund me within **** business in February. When nothing happened, I called again in March twice. The first time they said they would have their team lead look into this and they would call me back. When no one called, I called back. This time I did receive a refund but only for $66.99. When I called to inquire about this, the representative then stated they would not be able to refund me because I have canceled the contractThe duplicate contract. When I notified them that this was basically stealing money for no services provided and that I did not even have the contract for said contract, he apologized and said there was nothing more he could do. I asked to speak with a manager and was told they would call me back. They never did. He then told me basically I needed to absorbed over $1000 and even the manger would not help me. With all of this, they didnt even offer to give me a discount, credit me any months, or even try to compromise. I am a nurse who works multiple jobs. And I have spent countless hours after and before work trying to resolve this matter. This is ridiculously unprofessional and unethical to run a business this way. And I found this has happened to others as well. Shameful to say the least. This is my final step before I turn this over for litigation.

  

  Business Response

  Date: 04/02/2023

  April 2, 2023
  
  
  *************************************
  BBB of the Mid-South
  *******************************
  *******, ** 38125
  
  RE: ***********************;AHS Plan No. *********; BBB Case No. 19872193
  
  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 records indicate an AHS Representative did review this matter directly with the plan holder and submitted for all proper reimbursements.  On March 30, 2023,and March 31, 2023, all reimbursements were processed by AHS to the plan holders financial institution.  The plan holder should expect to receive those reimbursement within 5 to 7 business days (if not already). 
  
  Thank you for your consideration.
  
  Sincerely,
  American Home Shield of **************

• Initial Complaint

  Date:03/30/2023

  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 February 9, 2023, I was induced by AHS with false and fraudulent advertisement of home warranty for appliances - water heater, bathroom tub leaks, shower faucets, valves, other leaks in the bathroom. I selected the Shield Gold plan that falsely promised: (See Exhibit 1 AHS Contract)Paragraph E5, Page 7 of Exhibit 1 Water Heaters states that:Covered: All components and parts, including tankless water heaters and circulating pumps.4. PLUMBING COVERED: Leaks and breaks of water, drain, gas, waste or vent lines Toilets and related mechanisms, toilet wax ring seals, faucets, shower heads, shower arms, valves for shower, tub, and diverter, angle stops, risers and gate valves (similar features of finish and style used when replacement is necessary) Additionally, as a Shield Gold member, AHS falsely promised on page 7 of the contract - Exhibit 1:F. ShieldGold includes coverage of all items listed as covered under Sections E and F.NOTE: AHS will pay up to three thousand dollars ($3,000) per Covered Item malfunction for access, diagnosis, and repair/replacement of any covered Appliance.The Shield Gold also calls for $82.99/mth, a $125 service fee for calls.(See page 2 of Exhibit 1). On March 18, 2023, my water heater broke down and leaked out into the garage destroying personal property and causing water to leak into the walls and flooring of the garage and kitchen. The bathroom was also leaking. I reported this to AHS. I paid a service fee of $125 for the call. AHS did not dispatch anyone to the residence until 3/21/23. The technician recommended the replacement of the water heater. The technician was also shown the bathroom that was leaking from upstairs to the downstairs. The technician stated that the leak was coming from the bathtub and shower valves and shower faucets.The technician only reported the water leak from the water heater to AHS and did not write anything about the water leak from the showers and bathtub upstairs.

  

  Business Response

  Date: 04/07/2023

  Please see the attached correspondence.  Thank you. 

  Customer Answer

  Date: 04/07/2023

   
  Complaint: 19872097
  
  I am rejecting this response because:

  AHS needs to present evidence of how it came up with $717 as the price of a comparable water heater in **********  what is the make of the water heater, model, etc? There is no water heater comparable to what I have that is $717 .

  the items that AHS claims are modifications are not modifications they are parts of the water heater that are required for it to work. The exclusion that it is quoting was not listed in Section F coverage for Shield Gold. This was not disclosed to me when I was induced into signing into this fraudulent contract. I am entitled the $3,000 as was stated in the contract. This is a fraudulent and deceptive business practice of coming up with every excuse to deny a legitimate and valid claim. I $2,000 for my existing water heater that was in 2013. A comparable one is $3,000 or more.

  it claims that OVENS are covered. I have a double gas oven. The upper glass door to the oven shattered when I was baking. The technician from AHS saw it but fraudulently wrote to AHS that the only issue with the over was that there was a missing door handle and the claims was DENIED.  The missing handle was for the lower oven which is a grill. AHS is fraudulently working with its technicians who come out and say one thing to the unsuspecting consumer and then go out and write a totally different report to AHS so that the claim can be denied. I have pictures of the oven that is old. AHS claims that the age of the item does not matter but it is denying my oven claim because it is old and because of a fraudulent statement by the contractor that does not even stated that it is a double Oven and that the glass door of the upper oven was shattered. It is evident that this is a deceptive practice and collusion with the contractors to make it easier to deny the claims.
  
  the water heater contractor told me that my shower valve and bath tubs were leaking to the bathroom downstairs as I called in for that leak The contract states that shower valves and bath tubs leaks are covered  that claim has also been denied.

  This is a fraudulent and deceptive practice by AHS to collude with its contractors to make it easy to deny claims. The Contractors report things that are different from what they said to the poor consumers that after paying $125 for each service call ( I have paid 4 of them now) and a $82.99 monthly fee gets all their claims denied under one provision of its fraudulent policy or the other.

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

  Customer Answer

  Date: 04/07/2023

  Paragraph E5, page 7 of the contract states this about the water heater:

  Covered: All components and parts, including tankless water heaters and circulating pumps.

  The $717 payout that they authorized was just for the water heater. They have refused to cover components and parts that make the water heater function such as the circulating pumps - $815; drain pan - $115; recirculation manifold - $299; Expansion tank - $399.

  This company engages in fraudulent and deceptive business practices where it induces poor unsuspecting customers of entering into contracts with them promising coverage that it never provides when a claim is made.

  It is stated right here that they cover circulating pumps and all parts and components of the water heater. This is pure FRAUD. I am demanding up to $3,000 which is what my shield gold covers for a replacement water heater. 

  

  Business Response

  Date: 04/18/2023

  Please see the attached correspondence.  Thank you. 

• Initial Complaint

  Date:03/30/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I receive spam emails from the company or its affiliates. Please see the attached screenshot.

  

  Business Response

  Date: 04/01/2023

  April 1, 2023
  
  
  *************************************
  BBB of the Mid-South
  *************************************************************
  
  RE: *************;AHS Plan No. N/A; BBB Case No. 19871933
  
  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 ************* frustrations regarding this matter.  I have personally made the request to remove the provided email address from AHS records and cease any communication via this email.  This can take up to 10 to 14 business days.  AHS also recommends the plan ********************* the emails receive as junk mail and/or unsubscribe from the emails.
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield of **********, ****

• Initial Complaint

  Date:03/29/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim with AHS due to my HVAC system not working properly on February 28. My home address that is covered under the contract is ****************************************************************. They sent a technician a few days later who stated it needed a new evaporator coil and that it needed to be a Rheem brand coil. Apparently AHS has been requiring their contractors to use cheap, generic coils that have to be cut to size and glued into the system. The contractor stated that they always end up leaking and that he would only install a Rheem. Evaporator coil replacement is covered under my AHS contract. The contractor submitted the report requesting authorization to order a Rheem coil to the AHS area rep for approval around March 3. After 2 weeks with no response from the area rep he submitted the report to AHS authorization department. I have called almost daily and AHS calls go to call centers in the *********** and Asia. They give me the runaround each time I call saying it will be authorized in a day or 2. It has been a month with no response from their authorization department. There is no corporate office number to contact and the only number to call is their foreign call centers. I really feel this company is scamming people and not paying claims. They think if they make you wait long enough you will give up and they wont have to pay anything. Please help me resolve this and get the authorization from AHS for the contractor to order the Rheem coil and install it in my HVAC.

  

  Business Response

  Date: 04/05/2023

  April 5,2023
  
  
  
  *********
  BBB of the Mid-South 
  ************************************;
  *******, ** 38125 
  
  RE: *********************; AHS Plan No.605242268;BBB Case No. 19871751
  
  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 March 20, 2023, StepbyStepps Heating and Air reported to AHS that the evaporator coil will need to be replaced. Section A.4 of the warranty states for covered malfunctions, unless otherwise specified in this contract, AHS will repair or replace the covered item. AHS has the sole right to determine, according to the terms of this contract, whether a covered item will be repaired or replaced. When making repairs, AHS reserves the right to rebuild existing parts or components and/or to install rebuilt parts or components. When making replacements, AHS is responsible for installing replacement equipment and parts of similar features, capacity, and efficiency,but not for matching dimensions, brand or color. AHS is not responsible for matching any features of an existing item that does not contribute to the primary function of that item.
  
  In order to amicably resolve this issue,AHS has approved StepbyStepps Heating and Air to replace the Rheem evaporator coil. StepbyStepps Heating and Air will contact ************** to schedule an appointment, she may also contact them at ************ this repair is in progress.
  
  In light of the inconvenience and delay encountered, AHS has waived the trade service call fee that was due, and 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 OF ********, ****

• Initial Complaint

  Date:03/29/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our heating and cooling went out 9/5/2022 As of 03/29/2023 we are still without heating or cooling. AHS has sent out THREE different contractors all recommending replacement of out combo unit. We continue to get the run around from AHS!!! We just need our unit replace we have been with AHS for 5 years!!!

  

  Business Response

  Date: 04/11/2023

  April 11,2023
  
  
  
  *********
  BBB of the Mid-South 
  3693 ************* 
  *******, ** 38125 
  
  RE: *******************; AHS Plan No.606393618; BBB Case No. 19871668
  
  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 and delay with approval. On April 11, 2023, AHS has approved ********** Heating & Air Conditioning to replace the air conditioning unit. The technician also reported to replace the air conditioner unit they will need a crane.Section D.1.m of the warranty states cranes, scaffolding, or other non-industry standard vehicles or equipment required to install, remove,or access Covered Items in order to provide services under your Agreement. You may be charged an additional fee by the Service Contractor if such vehicles or equipment are required to perform service. The additional cost due to ************ for the crane id $1723.33 to be paid directly to ********** Heating & Air Conditioning.
  
  ********** Heating & Air Conditioning will order the equipment needed for the air conditioner replacement, and contact ************ for an appointment, she may also contact them at ************.
  
  In light of the inconvenience and delay encountered, AHS has waived the trade service call fee that was due, and a $75 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

  Customer Answer

  Date: 04/12/2023

   
  Complaint: 19871668
  
  I am rejecting this response because: It is not giving a date of when our unit will be replaced we would like a solid date. With temperature going up quickly in southeast ********** I am worried about the timeline.

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

  

  Business Response

  Date: 04/20/2023

  April 11, 2023
  
  
  
  *********
  BBB of the Mid-South 
  3693 ************* 
  *******, ** 38125 
  
  RE: *******************; AHS Plan No.606393618; BBB Case No. 19871668
  
  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 20, 2023, ********** Heating and Air Conditioning informed AHS that they have ordered the equipment and waiting for the equipment from the supplier, currently there is no estimated arrival date. ********** Heating and Air Conditioning has been in contact with ************ this week with an update.
  
  When ********** Heating and Air Conditioning receives the equipment, they will contact ************* to schedule an appointment, she may also contact them at ************.
  
  If ************ would like to purchase a temporary cooling unit, AHS will reimburse ************ up to $500 for purchase of a window unit or temporary cooling unit. She can upload the receipt to the BBB site or email to *************************************************************.

  consideration
  
  Sincerely,
  
  AMERICAN HOME SHIELD CORPORATION

  Customer Answer

  Date: 04/25/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution. Please see attached receipt for portable A/C unit.

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

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

  *******, ** 88210

  
  

• Initial Complaint

  Date:03/29/2023

  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.

  The worst company I ever deal . Their technician cant fix it and made secondary damage. its from February 2023 and till date appliances not fixed and whenever I call American home insurance - their typical answer wait for another 24 to 48 hours. Worst customer **********************

  

  Business Response

  Date: 04/09/2023

  April 9, 2023
  
  
  ***************************
  BBB of the Mid-South
  *******************************
  *******, ** 38125
  
  RE: ***************************;AHS Plan No. *********; BBB Case No. ********; *********************
  
  Dear ********************:
  
  American Home Shield ("AHS")is in receipt of your letter advising of the above referenced complaint.  Your letter has been forwarded to me for review and response.
  
  Please be advised the owner of the above-mentioned warranty plan is ***************************.  Additionally, AHS previously and accurately stated our position regarding this matter on BBB Case No. 19871429.
  
  I have reviewed AHS records regarding this matter.  AHS does apologize for the plan holders frustrations regarding this matter.  On February 20, 2023, a service request was placed on the microwave, cooktop or range, and dishwasher.  On February 25, 2023, it was reported the control board needed to be replaced in the microwave, the heating element needed to be replaced in the cooktop or range, and the breaker needed to be reset for the dishwasher.  AHS authorized all repairs in accordance with the provisions of the warranty.  Unfortunately, it does appear there was a delay with the microwave parts to complete the repair.  Section I.9 of the warranty plan states AHS is not responsible or liable for any delay in service or failure to provide service caused by conditions beyond AHSs control.  Although not obligated, AHS previously agreed and reimbursed the $125 trade service call fee paid for this request.  AHS records indicate A-Fix Service, Inc.,has a secured appointment with the plan holder on April 19, 2023.  AHS will continue to work with the plan holder to ensure this matter is resolved.
  
  Thank you for your consideration.
  
  Sincerely,
  American Home Shield of ****************

• Initial Complaint

  Date:03/29/2023

  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.

  I called initially to cancel my contact 1/1/23. AHS said I could either cancel then and there with a fee or allow my contract to expire in February and the final regular monthly cost was about the same and then not have the contract renew and no further fees. I opted for the second scenario. I received a renewal notice later in the mail and I called again to say I was not renewing and they said they were filing again that it was cancelled. I saw a charge on my bank account for a new contract and I had the charge reversed in my favor after my bank confirmed that was the case. We called again and they confirmed that this contract was cancelled and we had called Jan 1 to do so. We received a notice that there is a fee required for cancelling the new contract, which is not a legitimate charge because we never authorized a new contract and in fact cancelled and called subsequently to confirm the cancellation multiple times. We are seeking confirmation that everything is cancelled, our relationship together is terminated, and there are no owed fees.

  

  Business Response

  Date: 04/01/2023

  April 1, 2023
  
  
  *********
  BBB of the Mid-South
  *******************************
  *******, ** 38125
  
  RE: ***********************; AHS Plan No. *********; BBB Case No. 19871490
  
  Dear Ms. ****
  
  American Home Shield ("AHS") is in receipt of your letter advising of the above referenced complaint.  Your letter has been forwarded to me for review and response.
  
  I have reviewed AHS records regarding this matter.  AHS does apologize for the plan holders frustrations regarding this matter.  AHSrecords indicate the plan holders warranty plan was cancelled effective March 24, 2023.  AHS has agreed to waive the remaining balance showing due $139.92.  The plan holder should disregard any ******** that *** cross via mail and/or email dated within the next 10 to 14 business days.
  
  Thank you for your consideration.
  
  Sincerely,
  American Home Shield Corporation

• Initial Complaint

  Date:03/29/2023

  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.

  The worst company I ever deal . Their third party contractor cant fix it and even made secondary damage to microwave . its from February 2023 and till date appliances not fixed and whenever I call American home insurance - their typical answer wait for another 24 to 48 hours. Worst customer **********************, whenever I call they say call after 24 hrs. I made several calls. They r not fixing my appliance , not even changing and not even agree to refund my money back. They simply want us to pay monthly premium and no service

  

  Business Response

  Date: 04/09/2023

  April 9, 2023
  
  
  *************************************
  BBB of the Mid-South
  *******************************
  *******, ** 38125
  
  RE: ***************************;AHS Plan No. *********; BBB Case No. 19871429
  
  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 February 20, 2023, a service request was placed on the microwave, cooktop or range, and dishwasher.  On February 25, 2023, it was reported the control board needed to be replaced in the microwave, the heating element needed to be replaced in the cooktop or range, and the breaker needed to be reset for the dishwasher.  AHS authorized all repairs in accordance with the provisions of the warranty.  Unfortunately, it does appear there was a delay with the microwave parts to complete the repair.  Section I.9 of the warranty plan states AHS is not responsible or liable for any delay in service or failure to provide service caused by conditions beyond AHSs control.  Although not obligated, AHS previously agreed and reimbursed the $125 trade service call fee paid for this request.  AHS records indicate A-Fix Service, Inc.,has a secured appointment with the plan holder on April 19, 2023.  AHS will continue to work with the plan holder to ensure this matter is resolved.
  
  Thank you for your consideration.
  
  Sincerely,
  American Home Shield of ****************

  Customer Answer

  Date: 04/09/2023

   
  Complaint: 19871429
  
  I am rejecting this response because:
  The $125 which was reimbursed . It was not because of this service request. I call AHS in December or January to cancel my service: reason I was getting cheaper plan from other companies but AHS representative offered me one free service call, kind of price match and to stay with the AHS. When I did service call in February 20 , they charge me $125. After that I call representative to reimburse it back and use that free call offered. 
  

  Secondly, AHS contractor, A-fix schedule an appointment and unable to show up twice and third time schedule for 3 to 5 PM and arrive at my property at 9:30 PM and told me I just came have a look I dont have the parts now I will schedule another appointment and come back later. Finally lost Wednesday, April 5. The technician came and tried to fix the microwave and dishwasher and was unable to fix it and now he took away the microwave door and told me that they gonna find the part and whenever they get the part I will be back and put idishwasher also not fixed he didnt change any part. He didnt reset any breaker. He just say we just need to clean the water outlet pipe thats it. 
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 04/16/2023

  April 16, 2023
  
  
  *************************************
  BBB of the Mid-South
  *******************************
  *******, ** 38125
  
  RE: ***************************;AHS Plan No. *********; BBB Case No. 19871429
  
  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.  AHSrecords indicate A-Fix Service, ***** has a secured appointment with the plan holder on April 19, 2023.  AHS will continue to work with the plan holder to ensure this matter is resolved.
  
  Thank you for your consideration.
  
  Sincerely,
  American Home Shield of ****************

  Customer Answer

  Date: 04/20/2023

   
  Complaint: 19871429
  
  I am rejecting this response because:
  Yesterday at April 19. Yes the technician came and he put the door back on microwave but still the microwave is malfunctioning its not working properly sometimes when we turn on the microwave, it blows the circuit breaker and even I change the electrical outlet its doing on the same on every outlet, but anyways I already cancel with the AHS policy .

  Especially thanks to BBB department because of you only AHS(morons) send a technician yesterday otherwise they were giving us a hard time Im not satisfied with my service but eventually Im tired of this one I will buy the new microwave .

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

  Customer Answer

  Date: 04/21/2023

  On April 4, 2023 I made a call to cancel my contract because Im not happy with your service and I stop my payment at the time they say there will be a cancellation charge of $23. I told them OK send me the invoice I will pay that and now when Im trying to pay online theyre charging two amount $46.23for the amount to renew the contract +$44.99for the cancellation charges . They r not listening they  have no choice you have to pay . 
  when I talk over the phone, can you send me the cancellation invoice of $70 something I dont know whats going on everybody have a different amount

  Customer Answer

  Date: 04/21/2023

  Attach this pic also

  

  Business Response

  Date: 04/23/2023

  April 23, 2023
  
  
  *************************************
  BBB of the Mid-South
  *******************************
  *******, ** 38125
  
  RE: ***************************;AHS Plan No. *********; BBB Case No. 19871429
  
  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.  On April 19, 2023, A-Fix Service, ***** advised the service request was complete on April 19, 2023.  The plan holder has indicated the microwave is still not functioning properly.  With the plan holders approval, AHS will dispatch A-Fix Service, ***** to return to the property to further diagnosis the microwave.  The plan holder may reject this response and confirm their acceptance of having A-Fix Service, ***** return to the property within the next 26 days. 
  
  Alternatively, the plan holder had indicated they would just replace the microwave. Although not obligated, AHS has agreed to reimburse up to $300 towards the unauthorized replacement of the microwave. The plan holder may reject this response, confirm their acceptance of this offer, and provide their proper mailing address.  AHS will await the plan holders decision on how they would like to proceed.
  
  Thank you for your consideration.
  
  Sincerely,
  American Home Shield of ****************

• Initial Complaint

  Date:03/29/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled my contract #********* with American Home Shield effective today 3/29/23 but I paid for the month in full through April 11, 2023. The company is refusing to issue me a refund or credit my account that is owed to me from 3/29/23 through 4/11/2023. Instead, they are charging me an additional cancellation fee in the amount of $67.49 even though they owe me $33.22.I would like to be refunded the money that is owed to me or have it credited to the $67.49 cancellation fee.

  

  Business Response

  Date: 04/01/2023

  April 1, 2023
  
  
  ***************************
  BBB of the Mid-South
  *******************************
  *******, ** 38125
  
  RE: *****************************; AHS Plan No. *********; BBB Case No. 19871347
  
  Dear ********************:
  
  American Home Shield ("AHS") is in receipt of your letter advising of the above referenced complaint.  Your letter has been forwarded to me for review and response.
  
  I have reviewed AHS records regarding this matter.  On March 29, 2023, the plan holder requested to cancel the warranty plan.  Section L.4 of the warranty plan states if the customer or ********************** cancels the contract after the 30th day following the beginning of the contract term: (a) if AHS has not provided any services, the customer will receive a pro rata refund of the contract fees paid for the unexpired term;(b) if AHS has provided services and the amount of the service costs incurred by AHS is less than the contract fees paid, the customer will receive a pro rata refund of the contract fees paid for the unexpired term, less the service costs incurred by AHS; (c) If AHS has provided services and the amount of the service costs incurred by AHS is greater than the contract fees paid, the customer shall pay ********************** the lesser of (i) the amount by which the service costs incurred by AHS exceeds the contract fees paid; or (ii) the amount by which the annual rate listed on the Contract Agreement pages exceeds the contract fees paid; and (d) Additionally, customer shall be responsible for an administrative fee of the lesser of (i) your Plan Fee for one month of coverage under this contract or (ii) such amount as is permitted by law.  The warranty plan was cancelled per the plan holders request and in accordance with the provisions of the warranty plan referenced above.  Although not obligated, in an attempt to resolve this matter amicably, AHS has agreed to waive the balance due for the administrative fee ($67.49).  The plan holder *** disregard any ******** that *** cross via mail and/or email dated within the next 10 to 14 business days.  AHS will not comply with the plan holders demand for reimbursement.
  
  Thank you for your consideration.
  
  Sincerely,
  American Home Shield Corporation

  Customer Answer

  Date: 04/01/2023

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

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

  117 Peddlars Dr ******************** ** 06405

  
  

• Initial Complaint

  Date:03/29/2023

  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 March 26th I called AHS to file a claim. After explaining the situation, the rep said that my toilet flanges are covered for normal wear and tear. She scheduled a technician, but wrote the work order up wrong. She wrote it as a toilet stoppage. I called back to speak to another AHS Rep, told him the ********** also said that the toilet flanges are covered & marked our claim as priority because our family was without toilets. The tech came on March 27th, he was in our home for under 5 min. He looked in the restrooms, made a ************* called the service provider and they didnt answer the phone. I called AHS and spoke to a rep who said that the service provider wrote a report saying the flanges were ***** and needed replacing. She again said that it would be covered for normal wear and tear and that the claim was not closed. She said that the provider should contact me to come back and make the repair. I didnt receive a call, so I called the provider on Tuesday. The service provider said that the claim was denied by AHS during the visit. I told the provider that I just spoke with AHS & was told that the claim was still open & that they should be coming to make the repair. She said that is not true. I called AHS & spoke to a rep who said that it went to an ********* ***** the claim is denied because the provider could not make a diagnosis. I told her that a AHS rep gave me the diagnosis & that it matched my claim report of needing a toilet ******. She said that she needed her supervisor to approve it & that the supervisor will call me. I never received a call back. I called AHS 3 more times & each time I was told a different story of why the claim was now denied. After 4 days without toilets I spoke to a rep who placed me on hold 4 times and said the claim is denied giving a different reason. AHS gave me hope that I would have the repair, debited my bank account for the fee, then denied the claim. They shouldnt have gone back & forth with me for 4 days.

  

  Business Response

  Date: 04/06/2023

  April 6, 2023
  
  *************************************
  BBB Serving the Mid-South
  ************************************************************
  
  RE:         *******************************, AHS Plan No. 618097058;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.
  
  AHS does apologize for Ms. ******** frustration regarding her recent service request with AHS regarding the denial of the toilet claim.  As a courtesy, AHS has waived the $75.00 trade service call fee that was due for dispatch number *********, and a $75.00 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 OF *****, INC.
  
  
  
  ********************;
  Claims Resolution Specialist 
  ******************************************************************************
  Fax:************ 
  Email: ************************************************************