Complaints

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:03/24/2025

  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.

  My water heater worked flawlessly right up until it started leaking, in my second home, the technician misdiagnosed the h*** out of the leak stating its leaking at the bottom of the tank when in reality its leaking from underneath the return line within the water heater. (would have figured that out if you know he actually turned the water on and looked on top where all the sealant was pushed out, its was spraying like old faithful in *********** in my garage ) and then decided to be a home inspector and claimed that since I moved it from its original space its not up to code with earthquake proof straps, this home specifically was built in 1994 code for then did not require a pan inside of a residence only for outside, their are 2 main shutoff one for the return line and one for the supply line, no other permits for new construction since then have ever been filed so code is back dated to 1994. When I called the company to ask what was going on with the install and was told I would need to pay out of pocket for the labor and that the home warranty would cover the actual water heater. Of course I contested to no avail, the person I spoke with told me it wouldn't pass a home inspection, funny enough one was done in 2022 through the VA (veteran's administration) and it passed with flying colors. The individual I spoke with couldn't give me the nevada plumbing code or Nevada Revised Statute he then told me he didn't know them, why on gods green earth would you say its not up to code if you don't even know code or n.r.s pertaining to water heaters in ******? If this was court a judge would laugh so hard he/she might ***********************. ******** claims made by a business should never be ok and someone needs to be held accountable, if advanced wants to find the individual just ask around and see who was told to ingest a satchel of ******** when we spoke. The person was also super disrespectful and condecending when on the phone. I would like to speak to the ceo/owner

  Business Response

  Date: 04/01/2025

  Whenever a water heater is replaced it is held to current building code and there will be an inspection conducted by a building inspector, homes are not held to predated building codes as you mentioned in your complaint. When we attempted to talk to you about the individual details pertaining to the water heater replacement, you were not able to have a civil conversation without threats and profanity which you even elude to in your complaint. You also insisted on letting us know that your wife is an attorney for no reason at all. With regards to your desired resolution you can address your concerns with your home warranty company to see if they are able to help you with anything. 

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23096242
  
  I am rejecting this response because:

  No *** or plumbing code was stated to corroborate your statement, not threats were thrown out just told to eat dicks. I want to know what *** you are going by? without the *** or plumbing code you are using baseless statements, either way your technician misdiagnosed the unit and since a woman was present and not I you easlily coerced her into thinking it is not covered. luckily I have the entire interaction on camera within my garage, the water was never turned on, either of the shut offs on the water pipes was used and if the water pressure is high, homeowners have zero control of the water pressure. I already took care of replacing it since I need water and youre attempted price ***** is unreasonable. The only issue which is now rectified is the overflow wasn't connected. Once a *** or plumbing code is given for the specific reasons I was told it wasn't under code I will keep rejecting responses.  
  
  
  
  ******* *****

  Business Response

  Date: 04/08/2025

  We attempted to go through the codes when on the phone but you kept on with cussing and threats. You can address any further concerns with your home warranty company. 

• Initial Complaint

  Date:02/05/2025

  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 6th, I opened a case with ***, my warranty company regarding a bathroom shower that would not get hot when turning the valve to hot. They assigned the repair to Advanced Home Services LLC which came out out on January 9th. Upon arriving the gentlemen said they had never seen this valve before and would have to follow up.. This is a ********** ( a 1.5 billion ************* which surprised me as it is a very large high end mfg. Since January 9th every time I have attempted to contact them they never returned calls .. While I was able to get ahold of the company finally (twice) there response initially they were waiting on *** which I then contacted who said they approved the repair.. I then called Advance Home Services back and they then said they were getting another valve but could not defined whether it had same functionality which my contract states will have. Since then they have never followed up and or done anything.. I would never do business with this company as it is terrible from customer service to actually repairing anything based upon my experience with them.

  Business Response

  Date: 02/14/2025

  We are not able to reimburse you for anything as nothing was paid to our company for any services. The decision about how your claim was to be handled was being made by your home warranty company and not our company. We recommend you reach out to them with any concerns. Thank you. 

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22891324
  
  I am rejecting this response because: the bottom line was that American home services did nothing but delay the process.. When I hired a different contractor the issue was fixed within a few hours.. American home services dropped the ball is the bottom line as for over 30 days they never even following up and when challenged they could not find the part, yet the parts was purchased by another Company directly from ********* in *******.. I wonder why American home services couldn't have done the same thing if they were not trying to upsell the process.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 02/21/2025

  We apologize for the inconvenience on this matter. You will have to reach out to your home warranty provider with regards to any reimbursements. 

• Initial Complaint

  Date:06/13/2024

  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 my home warranty AHS. For a leaking braided water supply line. They came out stated they didn't know how to fix. Coulfix. Needed a a whole new sink. I called my warranty back. **** wasn't covered was going to ****** to replace. Called advanced back said they would replace with a cheaper model nit ven like my waterfall sink. I explained it's not the sink it is the supply line. They argued and then refused to fix even if I was going to pay. They are certified plumbers that can't fix a supply line. That's crazy. I want my ****** deductible back for them trying to scam me and the warranty Co. Out of money. I have receipts to prove what was fixed. A supply line. 20 bucks.

  Business Response

  Date: 06/20/2024

  We apologize for the inconvenience. The reason for providing an estimate to replace the sink was because when we were at your home we were told that all parts are discontinued for your sink due to being defective. We were told you could not get parts for it as well. As far as the service fee, that was paid directly to your home warranty company, we recommend addressing your concerns directly with them. Thank you. 

  Customer Answer

  Date: 06/21/2024

   
  Complaint: 21842354
  
  I am rejecting this response because:
  
  Sincerely,

  you are a certified plumber that couldn't fix a water supply leak! you should have known how to fix a water supply line. i never told you that this was discontinued and neither did the warranty company.  i am assuming you will need a better education in this field, since you couldn't even fix a busted water supply hose.  very sad 1 week no water because of your ignorance.  i truly believe you were trying to scam me out of my money.  very sad this world and your company. a handicapped old man fixed this leaking water supply hose of under 20 bucks. you should be ashamed of yourself. and i am asking for you to be taken off the referral list, i would hate to see what else you can't for ****** fee.

  i hope karma is very special to you.
  
  ***************************

  Business Response

  Date: 06/27/2024

  Sorry for any inconvenience this situation has caused you, but again you paid the service fee to your home warranty company and will have to address reimbursement with them directly. 

• Initial Complaint

  Date:04/16/2024

  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 or about March 29, 2024, I filed a claim. I paid ****** trade fee, per my contract. The issues included a circulating pump not working correctly. Parts missing during the initial installation, critical to the function of the unit, and a clear Code Violation. A Check Valve, Hose Bib, and 1/2 ****** *********** of pipe, should have been included during the initial installation process to meet Code requirements. A small leak, underneath our laundry sink showing calcium buildup. Particles, sediment, and rust in toilet tanks. AHS dispatched Advanced Home Services who stated on video, he couldnt verify the leak underneath the laundry sink and couldnt determine the issue with respect to the particles, sediment, and rust. The technician for Advanced Home Services also stated, the missing parts necessary for the circulating pump to work correctly, were critical components to ensure the circulating pump doesnt fail in the future, even though it was currently Airlocked, and to avoid my water heater from bursting due to excessive pressure. Advanced Home Services then provided a report to AHS and omitted from the report, the missing parts necessary for the circulating pump to function correctly were also a Code Violation. By omitting this verbiage, the claim was not only denied, but as a consumer I was denied additional coverage of ****** for Code Violations, ************************ exclusive to the Platinum members. Advanced Home Services also provided a quote stating I was Partially approved but had to pay $495.00. Reason for failure in the report was notated as Missing Components/Parts which isnt accurate. Failure Reason stated in report was normal wear and tear which is false. The Check Valve located between the emergency shut off valve, and the circulating pump was completely blocked due to calcium buildup. This was the primary cause of failure and in-operation, not missing parts. I have pictures and other documents for the BBB to review.

  Business Response

  Date: 04/24/2024

  We understand your frustration on this matter. It sounds like the concern is regarding a fee that was paid to your home warranty company not to us. We recommend you reach out to the home warranty company to voice your concerns. All the decisions on your coverage is made directly by your home warranty provider. We hope you find resolution on this matter. 

  Customer Answer

  Date: 04/25/2024

   
  Complaint: 21578737
  
  I am rejecting this response because: 

  1. The first concern I have relates to your companies inaccurate assessment of the problem. AHS based its decision for coverage, based on your companies submitted report. Your technician failed to diagnose the problem correctly, and omitted information within the report. This is a predatory tactic. 

  2. My second concern relates to the Partial approval and the quoted amount to pay. $495.00 for ***** worth of parts? How can I pay a quoted amount to your company, when I was denied coverage? This is a bait and switch tactic.

  3. The $125.00 Im seeking is for the parts I covered on the repairs and the remaining $50.00 is for wasting my time.

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

  Business Response

  Date: 05/06/2024

  We understand you feel that we misdiagnosed your issues at the home, for this reason your home warranty company offers a second opinion process. It sounds like you circumvented that process and had the work done on your own. We don't feel that we can be held responsible for your payment to another company.  As no fees were paid to our company we don't feel that we should be responsible for any reimbursement as requested. Feel free to contact your home warranty company to see if they will reimburse you for the $125 you are asking for, seeing as you paid that total directly to them. Again we apologize for any inconvenience regarding this matter. 

  Customer Answer

  Date: 05/06/2024

  For the record, I did request on two separate occasions a second opinion. AHS denied me on each such occasion. I also requested to speak to the escalations department. First time, I was hung up on after 45 minutes on the phone. Second time, I couldnt understand a word the person was saying due, to her heavy accent. Those conversations were recorded which are on file with me. Yes, I did have the company who installed the unit, come out, service the water heater and correct the issue. The owner was informed of the situation and simply did the right thing. 

  Business Response

  Date: 05/07/2024

  It seems that your frustrations and concerns are still directly with your home warranty company. We don't see anything else that we are able to help you with at this time. Again we apologize that you are dealing with this situation and hope you find your desired resolution. 

• Initial Complaint

  Date:04/09/2024

  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 dispatched this company and I paid the 100 trade call.Technical said there was mold and that his supervisor wouldn't let him work around mold. I had *** said another plumber who didn't find any mold at all

  Business Response

  Date: 04/17/2024

  We apologize for any inconvenience. When we had a technician on site we did see what appears to be possible mold which is why we told you to get a professional opinion to verify and clean if needed. We do this for your safety and ours. The $100 fee you mentioned was paid directly to your home warranty company as part of your deductible. We recommend addressing your reimbursement request with them. Thank you and again we apologize for any setbacks. 

  Customer Answer

  Date: 04/18/2024

   
  Complaint: 21547386
  
  I am rejecting this response because:

  
  Ahs sent another contractor who also received a $100 trade fee. There was no mold found, and stated that the pipes were cast iron and would require more effort to repair.

  This seems to indicate a company that only wanted to receive the 100 trade call and not do any repairs.

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

  Business Response

  Date: 04/19/2024

  We understand your frustration with this matter. Unfortunately the fee that you are referring to is paid directly to your home warranty company not to us. Again we recommend you reaching out directly to them to address your concerns. 

• Initial Complaint

  Date:08/25/2023

  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.

  Dispatched by AHS, for water heater replacement. After paying $700 to cover the costs of new gas lines, permits, new connectors, drip pan, the installers caused a leak under the water heater. They said it was already there and left, only to send out another tech who said dont blame my guys we dont if it was their fault. But I actually do know because we had a water damage inspection pre-installation and nothing was leaking. Tech said leak was cause by some valve on top and offered a deal if we wanted them to come back out and repair it! This company caused another problem and they want me to pay them to fix it. Scam

  Business Response

  Date: 09/01/2023

  We will reach out directly to the homeowner to address all of their concerns. 

• Initial Complaint

  Date:04/19/2023

  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.

  Advanced home services,Llc., is contracted with American Home Shield (AHS). I had requested service through AHS the contractor came out for faucet/ shower valve Repair. Tech arrived and proceed to work on the shower valve which had broken off in the valve body which is very common and can be easily removed by breaking the plastic body out. The tech work for an hour and stated it cant be fixed. Then that he needs to open the wall to cap the water lines. When I refused he then stated well, you wont have water then either way he was done working on it he also stated it has to be modified to be fixed. I agreed under duress to have the water lines capped off so we could have water on. The tech then proceeded to use Channel lock type pliers to tear open the fiberglass shower wall to get to the waterlines. The tech left and I reached out to AHS and they stated that due to it being a modification its not covered. The cost would have to a burden of the home owner(me). They would not listen to the scenario of event that took place. When I reached out to the service company about this I was pushed back to AHS. I had a second opinion estimate done by an outside company and they stated this is uncalled for everything was purposefully damaged in effort to upsell that it was poor craftsmanship in the trade. Even if I want to have another company complete it it has to be completed redone/reworked. I feel this was purposely done in effort to upsell and get more payment above what the contract fee from AHS offers.

  Customer Answer

  Date: 04/19/2023

  ****************************************;

  *********, ** 89131

  Business Response

  Date: 04/28/2023

  We apologize for the interaction, we did not mean to be an inconvenience to you at all. Unfortunately, as you had mentioned as well, cartridges do sometimes break during the process of replacement. In your instance, the only next step was replacement of the valve and we offered the least invasive means which would be replacing the valve from the front through the shower. This was done in effort to minimize any access costs that would be needed due to it being on the second floor and only accessible from the outside through the stucco. Unfortunately with your plan that you have with your home warranty company some of the needed repairs are not covered and become your responsibility to pay for.  Unfortunately we would not be able to pay for another company's estimate and we did not charge you so there isn't an option for a reimbursement. Out of good faith and customer service we can offer to pay for your service fee that you paid to your home warranty company to offer some help towards your situation. Again we apologize for adding any inconvenience. 

  Customer Answer

  Date: 05/01/2023

   
  Complaint: 19951270
  
  I am rejecting this response because:
  Thank you for your response. My rebuttal, is that your employee purposefully damaged the valve body after the cartridge broke. Now, from several different tradesmen who looked at the carnage stated that the cartridge would been easily removed by breaking it out a piece at a time. Your employee stated that the water must be capped when I refused he stated then you wont have water turned back on. Either way Im done here today so, to have water in house I reluctantly agreed and stated that on the paperwork. Then instead of making a clean cut he proceeded to open up the wall with channel lock type pliers. Leaving a mess that he half-heartedly cleaned up and left. 
  so, I repeat that I reject your reply. I understand what the warranty covers and doesnt cover. Which I am in process of discussing that with them. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/01/2023

  We apologize but we were unable to find a resolution further than what we have offered. 

• Initial Complaint

  Date:10/19/2022

  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.

  This company was contracted by a third party called American Shield home warranty. My water went out and as part of service from American Shield, Advanced **** Systems (AHS) was contracted. All statements I am stating here can be validated by video and audio recording. I have all required state and federal signs posted required and identifying this property is under audio and video surveillance. *** arrived at my house and informed me that my water heater needed to be replaced. The day of my installation appointment, i was told that a ball valve was REQUIRED BY LAW to be installed on the cold side. I had a ball valve installed on the hot side as they say it was a building flaw. The cost would be $185 to me for this state-required code. I have been a property manager for 17+ years and contacted two licensed vendors to question the validity of this required code. ************ and Precision Plumbing both informed me this is not a state-required code. This is only required if you do not have a shutoff valve to the water heater and/or home. I showed both vendors the water heater and the three shut-off valves I have on this 2008 KB home. Both vendors informed me that I have the required shut-off valves ( three actually, one to irrigation, one to the water heater alone, and one to the master water shut off the entire home). I called AHS to inform them vendor's comments regarding this cold valve are not required AND that this was grossly overpriced. ******, Supervisor with AHS, informed stated "this is a required code by the state. You are required to have a ball valve to the cold water (in spite of having a ball valve on the hot water side AND having the main shut-off valve to the water heater on the main home shut-off valve. ****** states I would be able to speak the inspector when the water heater is inspected by the city. When they arrived this morning they did not allow me to speak to inspector and ****** then lied stating he never promised.

  Business Response

  Date: 10/25/2022

  Regarding your complaint, all terms were discussed with you prior to the installation of the water heater. Uniform plumbing code states the listed requirements for the shut off valve necessity. This was brought to your attention at time of service as well. We also told you that if you are able to have an inspector provide you documentation that what we charged for was not required, we would reimburse you for the charge. This offer still stands as long as you can provide such documentation. We apologize for any inconvenience. 

• Initial Complaint

  Date:07/14/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is my rental home and the A/C was not working. This company was sent by home warranty, the tech they send on 7/14/22 was there 5 min. They charge my deductible and said they could not do anything that the house was old. Tech by the name Dane advice to me over the phone and the tenant in person that he was not fixing anything and that the house is old. Being vey hot outside and with kids in the home he said we could spend our money. Call the office spoke with Justin supervisor he was very rude and would not let me talk he said that the house is old and the house is big for the small unit. I advice that we put the unit 6 yrs ago he would not let me talk. I also ask for a explanation report as the tech left one and just said "no failu" I ended as Justin would not let me talk after reviewing all the negative comments and reviews of this company is horrible . I want them to pay me my deductible. Just so they know the A/C only needed freon.

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/07/20) */ We apologize for any inconvenience. Unfortunately we did find that the unit is undersized for the home. Also by checking the serial number it appears the unit is from 2007 and not from 6 years ago as you had mentioned. We understand your frustration but unfortunately based off of our findings this is a situation your warranty company would not offer us to proceed on. Regarding the reimbursement of your $75 service fee, that was paid directly to your warranty company. For reimbursement we would recommend you contact your warranty company with your concerns. Again we apologize for any inconvenience.