Home Warranty Plans
American Home ShieldHeadquarters
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
- 19,246 total complaints in the last 3 years.
- 5,288 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:04/11/2025
Type:Service or Repair IssuesStatus: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.
Warranty company had made us wait 2 months for a stove part that that was supposed to come from Allure Appliances and has not. American Homeshield refuses to escalate the stove repair to a replacement since it hasnt received a report yet from ****** stating they cannot get the part. Ive talked to Homeshield for months now stating to them the part is not coming in after talking to Allure for months. Warranty company is not fulfilling its obligation. It is already unreasonable to have to have waited two months to use my stove so far.Business Response
Date: 04/15/2025
April 15, 2025
***** ***
************************************************************************************************
***************************************************************************
RE: ***** ******; AHS Plan No.667224058; BBB Complaint Case No. 23191849
Dear ***** ***:
Thank you for making American Home Shield of *********** (AHS) aware of our customers issue through the **********************. We take customer satisfaction very seriously and appreciate this matter being brought to our attention.
To address this complaint, AHS has placed the cooktop/range into replacement options. Mr. ****** will be contacted by the appliance purchasing department regarding the replacement options for the cooktop/range.
AHS apologizes for any inconveniences that may have been experienced in regard to this complaint. We trust that this information will assist you in the closing of this complaint.Should the member have any further concerns, they may contact AHS Customer ********************** at ************** or online at ************************************.
Sincerely,
Schawanna B.
American Home Shield of ***********Initial Complaint
Date:12/10/2024
Type:Product IssuesStatus: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.
(Plan ID: 642717588, Dispatch #359531828) I am writing to file a formal complaint against American Home Shield (AHS) regarding their failure to fulfill their commitment to issue a cash-out check for the replacement of my refrigerator. I have been a loyal customer of AHS for many years, consistently paying my monthly premiums. In August 2024, I requested a repair for my refrigerator, which had stopped functioning. AHS dispatched a technician who spent over a month attempting repairs. After multiple delays, it was determined that the refrigerator could not be fixed. AHS then offered a cash-in-lieu payment of $760.25 as compensation, which I accepted. AHS claimed the check was processed and mailed on September 25, 2024, but as of today, I have not received it. I contacted their customer service multiple times to resolve the issue, but the responses I received were inconsistent and contradictory. At times, representatives assured me that a replacement check would be issued and advised me to wait another two weeks. On other occasions, I was told that the funds had been directly deposited into my bank account, along with a confirmation number. This claim is highly questionable, as I never provided AHS with my bank account information. This situation has caused significant frustration and inconvenience. As a customer, I trusted AHS to handle my claim with professionalism and efficiency, but instead, I have encountered delays, misinformation, and a lack of accountability. I am requesting that the Better Business Bureau (BBB) assist in resolving this matter. I demand that AHS promptly issue the $760.25 payment immediately. Mailing Address: 3400 N. Central Expressway Suite 110-250, Richardson TX 75080Business Response
Date: 12/13/2024
December 13, 2024
Julie Dee
[email protected]
3693 Tyndale Drive
Memphis, TN 38125
RE: Crystal Tey; AHS Plan No.642717588; BBB Complaint Case No. 22670225
Dear Julie Dee:
Thank you for making American Home Shield (“AHS”) aware of our customer’s issue through the Better Business Bureau. We take customer satisfaction very seriously and appreciate this matter being brought to our attention.
I have examined the records of AHS and determined that check number 81094873, totaling $760.25, was disbursed on September 27, 2024. Ms. Tey was expected to receive this check within a timeframe of 14 to 21 business days, with a maximum limit of 30 business days from the date of issuance.
On October 31, 2024, Ms. Tey reached out to AHS to inquire about the check's status. In response, a representative initiated a check research request to cancel the original check and arrange for a reissue. The accounting department recorded this on November 13, 2024, and sought clarification on whether Ms. Tey preferred the reissue of the check or an alternative payment method via ACH. However, the accounting department has yet to receive a response and has not reprocessed the payment.
I have submitted a check research request to have the previously issued check cancelled and a new check reissued to Ms. Tey to the address of 400 N. Central Expressway Suite 110-250, Richardson TX 75080. Ms. Tey should allow 7 business days for the check research request to be processed and 14-21 business days for the new check to be reissued.
AHS apologizes for any inconveniences that may have been experienced in regard to this complaint. We trust that this information will assist you in the closing of this complaint. Should the member have any further concerns, they may contact AHS Customer Service at 1-800-776-4663 or online at myaccount.ahs.com.
Sincerely,
Schawanna B.
American Home Shield of Texas, Inc.
Customer Answer
Date: 12/13/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22670225, I prefer refund of $760.25 to be ACH to my bank immediately.
**** ***** ***** ******** ********** ******** **********
Sincerely,
Crystal Tey
Mailing Address:3400 N. Central Expressway Ste 110-250Richardson, TX 75080Initial Complaint
Date:12/04/2024
Type:Service or Repair IssuesStatus: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.
They have taken months to repair/diagnose a 16 year old refrigerator. The first repair began June 2024 did not fix the problem. Then 3 more appointments (Oct,Nov 2024) only to have it leaking 3 hours after leaving. 5th repairman was knowledgeable, says it needs a new fan and compressor. AHS company is taking too long to act. I have been without a refrigerator for 3 weeks. Each call is the same excuse of waiting for parts which will take 10 days to 2 weeks more weeks from now 12/3. American Home Shield contract claims to repair or give a payment to replace. I am extremely frustrated and want a settlement.Business Response
Date: 12/05/2024
BBB Letter.Customer Answer
Date: 12/05/2024
I want to be sure that American Home Shield will agree to paying a cash settlement IN WRITING before I accept. Each AHS person I've spoken to keeps saying that I cannot get a settlement. I've been told that at least 10 times.
Does the response from ******* at AHS to give me a cash settlement go direct to them today? They are supposed to call me this morning.
Customer Answer
Date: 12/05/2024
I am still having difficulty with AHS still insisting on waiting for 1 more part. This is why I delay responding to accept. No one is doing their job properly. I will only accept if we are all on the same page. AHS is not aware of your letter to give me a cash settlement.Customer Answer
Date: 12/05/2024
Now that I have spoken to AHS **** customer ********************** they may charge me for restocking fee of parts order. I AM NOT PAYING FOR THE RESTOCKING FEE. This is ridiculous as it is their problem to have assumed a repair on a 16 year old frig.
I want a settlement that does not include a restocking fee
Customer Answer
Date: 12/06/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.
Sincerely,
***** **************************************, CA 95831Initial Complaint
Date:11/29/2024
Type:Service or Repair IssuesStatus: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.
*** ***** replaced a water heater in 2020 the water heater installed was ********** however we have natural gas since 2011. In August of 2024, *** ***** plumbing made an error told tenant he made error and would get conversion kit to correct then lied to American Home Shield. November 2024, *** ***** told American Home Shield ai hired another contractor and the water heater is now natural gas which is not true.Business Response
Date: 01/08/2025
January 8, 2024
******* ***********
BBB of the Mid-South
***********************;
*******, ** 38125
RE: ***** ********; AHS Plan No. *********; BBB Complaint Case No. 22618722
Dear Ms. ************************* you for making American Home Shield (AHS) aware of our members issue through the Better Business Bureau. We take customer satisfaction very seriously and appreciate this matter being brought to our attention.
I have reviewed AHSs records with regard to Ms. ********* complaint. A water heater was replaced by *** ***** Plumbing in 2020. The company reported to AHS the model number and information from the failed water heater at the time of replacement. The failed water heater was a propane source unit and was replaced with a propane source unit. *** ***** Plumbing reported that there was not a conversion kit for the water heater to function with natural gas. On November 14, 2024, service was again requested for the water heater and the request was dispatched to *** ***** Plumbing to diagnose the issue. The company reported to AHS that the water heater is not staying lit and the technician was advised by the homeowner that the fuel source to the home is natural gas. The water heater manufactured for propane would not function with a natural gas fuel source without a conversion kit and would not have functioned for any amount of time following the installation. The technician notified AHS that water heaters have warning labels regarding the fuel types and any conversion kits that have been added.There was not a conversion kit on the water heater for it to function as natural gas. The warranty plan does not cover to convert the water heater to natural gas due to the fuel source being changed.
Thank you for your consideration.
Sincerely,
*** *.
AMERICAN HOME SHIELD OF **************Initial Complaint
Date:07/08/2024
Type:Order IssuesStatus: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.
June 26 2024 call a service order for my septic which we have on our contract. AHS took my ***** dollars which is the monthly fee, and the ****** service fee all they have done is call every 24 to 48 hr to tell me their working on it, it's been so frustrating and to long. on July 8 2024 they took another ***** dollars out of my account. They did not stick to the contract so they forfeit the contract I would like my money back. they either send someone out to fix it or return all my moneyBusiness Response
Date: 07/20/2024
7/20/2024
*******************;
BBB of the Mid-South
***********************;
**********************;
RE: ******************; AHS Home Protection Plan No. *********; BBB Complaint ID *********
Dear *****************:
Thank you for making American Home Shield (AHS) aware of our customers issue through the **********************. We take customer satisfaction very seriously and appreciate this matter being brought to our attention.
I have reviewed AHS records regarding dispatch ********* for the septic tank. I apologize for any inconvenience caused by AHS not having any vendors to service Ms. ******* when she placed the request. As of today, Ms. ******* has canceled her policy, and I can see that the service fee and one months premium have been refunded. AHS would not be able to offer any services as the policy is no longer active.
Thank you for your time and consideration. We take your concerns seriously and thank you for bringing them to our attention. We value Ms. ******* as a member and hope to provide her with a positive customer experience for future claims.
Sincerely,
****************
American Home Shield of Texas, Inc.Customer Answer
Date: 07/22/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.
Sincerely,
*********************************************, ** 78121Initial Complaint
Date:05/15/2024
Type:Service or Repair IssuesStatus: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 purchased this home warranty and it hasn't really been much help. I had a service call for a leak last week. The technician that was sent told me he fixed the problem and left. We realized it was still leaking. I called back and asked for someone else since the first guy didn't fix the problem. They told me if I wanted someone else I had to pay the service charge all over again. Now my hot water heater is leaking. I placed a request. We are at almost 24 hours after and no one is assigned to schedule an appointment. They told me to check back tonight. So now I will have to go another day with this issue still ongoing.Customer Answer
Date: 05/15/2024
I am seeking resolution. I am writing because I still need them to send a plumber to resolve my issue.Business Response
Date: 05/22/2024
May 21, 2024
Jasmine Bridgeforth
BBB of the Mid-South
***********************;
*******, ** 38125
RE: ***********************; AHS Policy No. *********; BBB Complaint ID. ********
Dear *************************************,
Thank you for making American Home Shield (AHS) aware of ************************* issue through the Better Business Bureau. We take customer satisfaction very seriously and sincerely apologize if he has not been entirely satisfied with our service.
I have reviewed AHS records regarding ************************* request for her water heater leak to be repaired. **************** canceled the leak work order on 5/14/2024. Created a new work order for her water heater on 5/14/2024. A new water heater was ordered, and the job was completed on 5/18/2024.
Sincerely,
******************
AMERICAN HOME SHIELD CORPORATIONInitial Complaint
Date:07/25/2023
Type:Service or Repair IssuesStatus: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 have waited a month before filing this complaint because I didn't want it to be filled with so much disgust and disappointment. I had been with with AHS since 2008. I filed a service request on 6/13/23 for my air conditioner unit. First of all they sent out an inexperienced technician through Homeserve by Greenway. The tech condemned the entire system and said a project manager would be coming out. We know what happens when the 2nd person comes to sell you something. Project Mg. came and stated non cover cost for compressor and coil $6775. Project Manager ******* didn't explain any issues but quoted a price. I requested a second opinion and the next company did not see those issues. The 2nd company explained what was going on. I called AHS back to get a payout and was told since I requested a second opinion I could not get a payout. Out of all the thousands of dollars that I had pour into this company they always find an issue to not fix what's in your contract. Their customer ********************** is rated below zero. This company is a money scam and ripping off households. Then they want to charge you $89.99 cancellation fee. I refuse to pay AHS another dime. Contract #*********Business Response
Date: 08/08/2023
8/01/2023
*********
Dispute Resolution Specialist
BBB
*******************************
*******, ** 38128
RE: *********************; AHS Plan No.611330178; BBB Complaint Case No.20374005
Dear *********:
Thank you for making us aware of ************** issue through the Better Business Bureau. We take customer satisfaction very seriously, and sincerely apologize that the member has not been entirely satisfied with our service.
Our records do indicate that HomeServ of Greenway reported that the compressor and evaporator coil failed on the members air conditioning system and would need to be replaced. Associated with the job would be non-covered costs for modifications, code required upgrades, and/or permits totaling $4,025.00. The refrigerant needed over the contract limit was $2,750.00.
The second opinion vendor, Rescue Your Air & Drain, reported that that the compressor started up fine but there was no refrigerant in the system, so they could not determine if it was leaking. In this case the original vendor, HomeServ of Greenway would need to complete the job based on their diagnosis report. If the member does not choose for them to complete the approved repairs, we can still offer cash in lieu based on AHSs cost to replace the compressor and evaporator coil. That amount would be $1,411.00.
We would also extend as a courtesy to waive half of the non-covered costs for $3,387.50. This would bring the members cash in lieu offer to $4,798.50. If the member would like to accept this offer, once she has the compressor and evaporator coil replaced, we ask that she forward a copy of the invoice or receipt as proof of the work performed to ***************************************************** Once the proof of repair is accepted a check will be issued. We apologize for any miscommunications regarding this matter and regret that the member chose to cancel her home warranty agreement. We encourage the member to review section L of their plan agreement regarding cancellations.
We take customer concerns very seriously and thank you for bringing this matter to our attention. We value ************** as our home warranty member and hope that we have offered some resolution to her concerns.
Thank you for your consideration.
Sincerely,
******************
AMERICAN HOME SHIELD CORPORATIONCustomer Answer
Date: 08/16/2023
** told I need to reply back to this original complaint. I am accepting the offer of $4,798.50. I will mail a copy of the invoice.Business Response
Date: 08/17/2023
8/01/2023
*********
Dispute Resolution Specialist
BBB
3693 *************
*******, ** 38128
RE: *********************; AHS Plan No.611330178; BBB Complaint Case No.20374005
Dear *********:
Thank you for making us aware of ************** issue through the Better Business Bureau. We take customer satisfaction very seriously, and sincerely apologize that the member has not been entirely satisfied with our service.
Our records do indicate that HomeServ of Greenway reported that the compressor and evaporator coil failed on the members air conditioning system and would need to be replaced. Associated with the job would be non-covered costs for modifications, code required upgrades, and/or permits totaling $4,025.00. The refrigerant needed over the contract limit was $2,750.00.
The second opinion vendor, Rescue Your Air & Drain, reported that that the compressor started up fine but there was no refrigerant in the system, so they could not determine if it was leaking. In this case the original vendor, HomeServ of Greenway would need to complete the job based on their diagnosis report. If the member does not choose for them to complete the approved repairs, we can still offer cash in lieu based on AHSs cost to replace the compressor and evaporator coil. That amount would be $1,411.00.
We would also extend as a courtesy to waive half of the non-covered costs for $3,387.50. This would bring the members cash in lieu offer to $4,798.50. If the member would like to accept this offer, once she has the compressor and evaporator coil replaced, we ask that she forward a copy of the invoice or receipt as proof of the work performed to ***************************************************** Once the proof of repair is accepted a check will be issued. We apologize for any miscommunications regarding this matter and regret that the member chose to cancel her home warranty agreement. We encourage the member to review section L of their plan agreement regarding cancellations.
We take customer concerns very seriously and thank you for bringing this matter to our attention. We value ************** as our home warranty member and hope that we have offered some resolution to her concerns.
Thank you for your consideration.
Sincerely,
******************
AMERICAN HOME SHIELD CORPORATIONCustomer Answer
Date: 08/17/2023
Im told I need to reply back to this original complaint. I am accepting the offer of $4,798.50. I will mail a copy of the invoice.Business Response
Date: 08/24/2023
8/23/2023
*********
Dispute Resolution Specialist
BBB
*******************************
*******, ** 38128
RE: *********************; AHS Plan No.611330178; BBB Complaint Case No.20374005
Dear *********:
Thank you for making ** aware that ************** would like to accept the cash in lieu offer for $4,798.50. We are happy to have reached an agreement.
************** would need to send a copy of her paid invoice showing the work performed to ***************************************************** Once the proof of repair/replacement is accepted the check will be issued.
We take customer concerns very seriously and thank ************** for working with ** to reach a resolution. We hope to have the opportunity to work with her again in the future as well.
Thank you for your consideration.
Sincerely,
******************
AMERICAN HOME SHIELD CORPORATIONCustomer Answer
Date: 08/24/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution. Invoice has been emailed
Sincerely,
****************************, ** 38115Initial Complaint
Date:05/21/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We have severe complaints against American Home Shield under contract #*********. We called for Electrical issues because several switches were not working at home. The lights are not turning on even changed the light ********* paid AHS a $125 service fee. AHS assigned a contractor, All American Electrical Services *** *************), and they came on 4/17/23. They tried to check a few and argued that we didn't list all the issues or problems in the first place. All American Electrical tried to check and refused to check all since they were not equipped having the ladder or equipment etc. Our fans were working then, but the fanlight was not turning on. All American Electrical removed the parts from the fans but never replaced them & left them in the home. Several switches were not turning on, although we replaced the light bulbs. Now fans are not working, and light switches are not working. Some areas of the home are dark, not having the lights. We continued to call AHS about the light *************** but unfortunately, AHS ignored us. AHS was making excuses and failed to resolve the issues at this time. I am again requesting through BBB that AHS send the contractor back or somebody else to fix the issues at our home. AHS is acting highly unjustified & providing highly unprofessional service to the consumer. Please assist.Business Response
Date: 06/02/2023
June 2, 2023
************************;
********************************************
RE: **************************, AHS Plan No.609674178, BBB Complaint Case No. 20087334
Dear ***************************,
Thank you for making us aware of **************** issues through the Better Business Bureau. We take customer satisfaction very seriously, and sincerely apologize if ****************** has not been entirely satisfied with our service.
There is an open work order for electrical, and per the technician with All American, and on 5/3/23, he informed us that, At the moment, he is waiting on the homeowner to call him back to let him know what the vendor in *********** said about the remote control and receiver since there is a vendor out there that does testing on remote control and receiver for paddle fans. ****************** can reach All American at ************. On 5/24/23 paperwork was submitted for refund of his service fee in the amount of $125; please allow ***** business days for processing, payment will be credited back to the original method of payment.
We take your concerns seriously and thank you for bringing them to our attention. We value ****************** as a member and hope to provide him with a positive customer experience in the future.
Sincerely,
**********
American Home Shield of *****Customer Answer
Date: 06/05/2023
Complaint: 20087334
I am rejecting this response because: We spoke to American Home Shield Electric vendor and they refused to provide any further assistance. Electric switches are not working besides the remote control. Some area of the home is under dark. They refused to finish the job and we already paid a copay of $125. The vendor messed up some of the electrical wiring, taking out several parts and making excuses to call the manufacturer for remote etc. I have no knowledge what am I suppose to ask manufacturer since I am not a electrician. Now, most of the switches are not working and my home is under dark at night.Also, we made the service call for our ** unit since Hot air coming from the vent and summer just started in *****. Our ** unit is not working at all. American Home Shield assigned a vendor. The vendor came and checked, & he stated that the coil is bad in both units and needs service that cost over $8000. At the meantime, American Home Shield sent us the letter that none of the service related to ** is NOT covered. It appears that none of the services are covered under my plan and we not only paying while purchasing this policy, AHS charged a copay and also top of that, they charge heavily on the Deductibles.
Like I made service call for the roof few months ago. I have some roof issues & need 5 tiles to replace. I Paid a copay $125 to AHS, provided the tiles, but AHS requested over $1300 for the repairs vendor. I could hire any roofer and can do it lot cheaper since I am providing all the materials. I want AHS to send it back the electric vendor to fix our electric switches besides the remote issues as soon as possible. I also want AHS to cash out for the ** problems since AHS will not be able to handle it. Please assist.
Sincerely,
*************************
Business Response
Date: 06/13/2023
June 13, 2023
************************;
********************************************
RE: **************************, AHS Plan No.609674178, BBB Complaint Case No. 200877334
Dear ***************************,
Thank you for making us aware of Mr. ******** issues through the Better Business Bureau. We take customer satisfaction very seriously, and sincerely apologize if ****************** has not been entirely satisfied with our service.
On 6/13/23 the work order for electricity was transferred to A-To-Z ********* and someone from there will contact the homeowner to schedule an appointment. On 5/24/23 his service fee of $125 was reversed back to the banking information we have on file. Regarding the air conditioner work order, on 6/13/23 he was offered cash in lieu in the amount of $686.00 for the replacement of the evaporator coil. If he would like to accept the offer, he can reach us at *************.
We take your concerns seriously and thank you for bringing them to our attention. We value ****************** as a member and hope to provide him with a positive customer experience in the future.
Sincerely,
PatR.
American Home Shield of *****Customer Answer
Date: 06/16/2023
Complaint: 20087334
I am rejecting this response because: We were suffering with our AC problems over 6 years and AHS were doing only patchy work on our AC units and they were down off & on. We continued paying off from our pockets after paying the copay. Last year, we paid over $1500 few times & suffered almost over 6 months with extremely heat in ***** weather until winter starts. I am a senior and will not tolerate that heat which I repeated informed to this company time to time for last 6 years. Last years, AHS promised that they will cover all our inconveniences caused by their delay in services but nothing was reimbursed. We know that AHS again let it linger on the process this year and we decided to change the both units as receipt is enclosed with certified AC technician as per AHS. I am also attaching the AHS cash offer of $844 which I accepted it earlier and we changed our both units by our certified contractor that cost me $15000. AHS even didn't pay 10% of the cost of this replacement. AHS vendors were very expensive & asking over $20000/unit and we don't want to go that route with AHS.We to accepted the AHS offer of $844 if American Home Shield will mail out the check with in 7 days.
Sincerely,
*************************Business Response
Date: 07/05/2023
July 5, 2023
************************;
********************************************
RE: **************************, AHS Plan No.609674178, BBB Complaint Case No. 20087334
Dear ***************************,
Thank you for making us aware of Mr. ******** issues through the Better Business Bureau. We take customer satisfaction very seriously, and sincerely apologize if ****************** has not been entirely satisfied with our service.
We do show an open work order for two air conditioners, and we show that on 6/19/23 he accepted cash in lieu for the replacement of the evaporator coil for both units. We show an offer for $765.00 and $686.00. Once we receive his proof of repair, we can process his reimbursement. To ensure we are being fair and consistent, each request is processed in the order received, and the check will be mailed via the U.S. Postal Service. The processing of the reimbursement is normally ***** business days, and the check will arrive in an envelope with the name AHS/HSA.
We take your concerns seriously and thank you for bringing them to our attention. We value ****************** as a member and hope to provide him with a positive customer experience in the future.
Sincerely,
**********
American Home Shield of *****Customer Answer
Date: 07/07/2023
Complaint: 20087334
I am rejecting this response because: We have already submitted the proof for replacing the both new air-conditioning units since we were suffered for the past 4 years with American Home Shield for the same units for their patchy work. Last year, we suffered six months until summer was over. AHS never reimbursed us a ***** and was asking the proof etc. Again we have the same issues this year. We were sick and tired of it dealing with American Home Shield. American Home Shield AC contractor told us clearly that they can fix but no guaranty it will work that long and we will be responsible to pay around $9000 since it was not covered services by AHS. Summer already started in ***** and we have no choice and can't depends on AHS for the service since they don't cover anything. AHS offer was sent to BBB with the proof earlier.We found certified AC contractor, PF Smartair, LLC under License #*********** who replaced both units on 6/15/2023 as we enclosed you the proof of replacement. What else AHS wants? We again re-submitting the proof and would like AHS to have the check mailed to us with in 10 days.
Sincerely,
*************************Business Response
Date: 07/19/2023
July 19, 2023
***************************
********************************************
RE:**************************; AHS Plan No. *********, BBB Complaint Case No. 20087334
Dear ***************************,
Although we hate to hear Mr. ******** interactions with us were less than satisfactory,rest assure his voice has been heard, and the feedback has been submitted on his behalf.
We do show that a work order was created for two air conditioners, and on 6/19/23 he was offered cash in lieu in the amount of $686.00 and $765.00 for the replacement of both evaporator coils. Per our records on 7/18/23 we received his proof of repair. To ensure we are being fair and consistent, each request is processed in the order received, and the check will be mailed via the U.S. Postal Service.The processing of the reimbursement is normally ***** business days, and the check will arrive in an envelope with the name AHS/HSA.
We take your concerns seriously and thank you for bringing them to our attention. We value ****************** as a member and hope to provide him with a positive customer experience in the future.
Sincerely,
**********
American Home Shield of *****Customer Answer
Date: 07/26/2023
Complaint: 20087334
I am rejecting this response because: We are having AC problem for over 4 years specially in this ***** heat which is in triple digit. We continued paying out our portion besides the AHS copay but problem will never got fixed. This year American Home Shield contractor told us that this patchy work will not last long, hardly a month and I will be responsible to pay my portion around $9000 for repairs and AHS will cover around $1000. I have no choice left and I have to replaced both AC units by local company and paid $15000 with 10 years warranty on 6/15/23. American Home Shield claimed continued and making excuses for cash out amount around $700 & $600 which is fraction of the cost but the cash out was not deliver it since replaced both units on 6/15/23 although proof was sent to AHS & BBB at the time. I believe that AHS acted highly unprofessional & unreliable service.
Sincerely,
*************************Business Response
Date: 08/01/2023
August 1, 2023
***************************
********************************************
RE:**************************; AHS Plan No. *********, BBB Complaint Case No. 20087334
Dear ***************************,
Thank you for making us aware of Mr. ******** issues through the Better Business Bureau. We take customer satisfaction very seriously, and sincerely apologize if ****************** has not been entirely satisfied with our service.
There is a work order that was created for two air conditioners, and on 6/19/23 he was offered cash in lieu in the amount of $686.00 and $765.00 for the replacement of both evaporator coils. Per the technician both units are repairable. We do show a check pay date of 7/21/23 with check # ******** in the amount of $765.00 and ******** in the amount of $686.00 The processing of the reimbursement is normally ***** business days, and the check will arrive in an envelope with the name AHS/HSA. AHS decision regarding this matter remains unchanged. No further reimbursements are due.
We take your concerns seriously and thank you for bringing them to our attention. We value ****************** as a member and hope to provide him with a positive customer experience in the future.
Sincerely,
**********
American Home Shield of *****Customer Answer
Date: 08/02/2023
Complaint: 20087334
I am rejecting this response because: our ** problem took me over 4 years hassling with American Home Shield. American Home Shield is not willing to repairs the ** units as per their contractor. Total cost to repairs was $8950 and AHS will pay less than 10% of the cost. Their contractor refused to provide guarantee for the repairs. I spend several thousand in the past for the repairs and now we end up paying $15000 for the new units from our own pocket and AHS reimbursed us fraction of that cost.Same issue is going on now with the electric problems. The AHS vendor, A-Z Electric came by few times to my home, taking out parts from the fan and didn't fix it stating that it is under warranty with AHS to replace it. Other areas of home is under dark and this vendor couldn't able to fix the switches or electric wires including media room. I provided the list of switches in different areas of the home but in vain. Finally, after many calls, A-Z Electric set the appointment of last Tuesday ****PM but never showed up. Making excuses that he came by, knock the door and left. Our yard guy was working that day in front of the yard and they didn't see nobody and I never heard no door bell or knock or phone call. They wasted our time for all day waiting & money for no reason. I am getting frustrated with the services we received from this American Home Shield.
Sincerely,
*************************Initial Complaint
Date:05/21/2023
Type:Service or Repair IssuesStatus: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 (FORMAL COMPLAINT and documentation for ARBITRATION) Consolidated complaint for: • Breach of Contract • Breach of Express Warranty • Fraud and deceptive practices 1. Issue # 1 > Claim submitted for Hot Water Heater analysis and repair. Contractor (AM/PM Plumbing) was dispatched to look at the issue. There was no external indicators of any issues and photos were taken. Once the panel was opened it determined that there was an internal leak and corrosion. The details were given to AHS. I called a couple days later to see how this would be resolved. I was rudely advised that the authorization department had denied my claim because my policy was too new and this was a pre-existing issue. They told me this was the disposition of the contractor, but upon contacting the contractor, it turns out that was a LIE. The contractor did not verbally or in writing indicate that this was pre-existing. AHS cited the following clause in my contract for denial: 2.e below. 2. Coverage under this contract includes normal wear and tear malfunctions during the contract term (as defined in Section B). e. Pre-existing conditions which were known or should reasonably have been known by AHS or the person selling the contract on the behalf of AHS. A visual inspection of the covered item verifies that it appears structurally intact and without damage or missing parts that would indicate inoperability. A simple mechanical test is defined as turning the item on and off to ensure that it is operational. While turned on, the item should operate without causing damage, irregular sounds, smoke, or other abnormal outcomes. When completing an American Home Shield (AHS) approved repair or replacement, AHS will pay the cost to: See Attached photos. 2. Issue # 2 > A claim was submitted for a broken HVAC unit. This was also denied for the SAME contract clause.Business Response
Date: 05/30/2023
May 30, 2023 ******* *********** j***********@bbbmidsouth.o*g *E: *******, ****, AHS Plan No. *********, BBB Complaint Case No. 20063325 Dea* ******* ***********, Thank you fo* making us awa*e of M*. ********* issues th*ough the Bette* Business Bu*eau. We take custome* satisfaction ve*y se*iously, and since*ely apologize if M*. ******* has not been enti*ely satisfied with ou* se*vice. On 5/2/23 a wo*k o*de* was c*eated fo* an ai* conditione*, and pe* the technician with Affi*mative Ai*, the comp*esso* has seized, and it was denied fo* p*e-existing. On 5/4/23 a second opinion was assigned to Consolidated Mechanical, and pe* the technician, the comp*esso* is damaged and needs to be *eplaced. On 5/15/23 M*. ******* was offe*ed cash in lieu in the amount of $841.00 fo* the *eplacement of the comp*esso*. On 5/26/23 he accepted the offe* and we have *eceived his invoice has been *eceived. To ensu*e we a*e being fai* and consistent, each *equest is p*ocessed in the o*de* *eceived, and the check will be mailed via the U.S. Postal Se*vice. The p*ocessing of the *eimbu*sement is no*mally 14-21 business days, and the check will a**ive in an envelope with the name AHS/HSA. We take you* conce*ns se*iously and thank you fo* b*inging them to ou* attention. We value M*. ******* as a membe* and hope to p*ovide him with a positive custome* expe*ience in the futu*e. Since*ely, *** *. Ame*ican Home Shield of A*izonaBusiness Response
Date: 06/21/2023
June 21, 2023
***** ********
BBB of the Mid-South
3693 Tyndale Drive
Memphis, TN 38125
RE: **** *******; AHS Plan No. 625875318; BBB Case No. 20086971
Dear ***** ********:
Thank you for making us a*are of Mr. *******’ issue through the Better Business Bureau. *e take customer satisfaction very seriously, and sincerely apologize if Mr. ******* has not been entirely satisfied *ith our service.
My previous correspondence accurately & correctly stated AHS' position regarding this matter. On June 16, 2023, the second opinion company Loyalty Home Services informed AHS that Mr. ******* declined to schedule an appointment.
Although not obligated, in order to resolve this matter amicably, if Mr. ******* is in possession of an invoice or estimate from a plumbing company of his choosing that contradicts the information provided to AHS, he may for*ard the detailed information to me for revie*. The requested information should include an itemized breakdo*n of the costs incurred or estimated for the repair, as *ell as the technician’s diagnosis of *hat caused the failure. *hen I have received and revie*ed the requested information, you *ill be further advised of AHS’ position. Other*ise, based on the information in our possession, I find that coverage of the *ater heater *as rightfully denied.*e take your concerns seriously and thank you for raising them to our attention. *e value Mr. ******* as a member and hope to provide them *ith a positive customer experience in the future.
Thank you for your consideration
Sincerely,
****** *.
AMERICAN HOME SHIELD OF ARIZONA, INC.Customer Answer
Date: 06/21/2023
Complaint: 20086971
I am rejecting this response because: I was not contacted by AHS or any contractor for a second opinion until over a month (6 weeks) from the visit of the 1st contractor. The 2nd opinion consult was first and foremost NOT NEEDED because there was no documented first opinion that supported the AHS narrative. Secondly, I was not going to go 3 months without a HOT WATER HEATER while AHS demanded that I get a 2nd opinion to support a diagnosis that never ever supported AHS fraudulent reasons to deny this claim. The FIRST contractor was very clear with me and AHS that there was no external visible indicator of any pre-existing issue!! I asked AHS to show me any documentation to support their claim and they refused because it doesn't exist!!!! This goes beyond common sense and again is nothing more than a clear BREACH OF CONTRACT and BREACH of EXPRESS WARRANTY!! The photos and the diagnosis of the first contractor never supported what AHS claimed and it is beyond reason for AHS to believe that I should have gone months without a HOT water heater to satisfy their requirements to delay, defer and not pay!!!! I had NO choice but to replace my hot water out of warranty because of AHS fraudulent business practices. IF AHS does not agree to pay for my HOT water heater, then I will seek arbitration that they will pay for.
Sincerely,
**** *******Initial Complaint
Date:05/19/2023
Type:Service or Repair IssuesStatus: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.
Communication is poor. I place a service request and they poorly didn't complete the information. I had a problem with my air flow from vents and/or furnace they are the technician to my understanding they are train to find the problem. So they found one problem however didn't check the other problem because it was not on the work order. This where the Communication breaks down. I know what I mentioned to the representative they didn'tcompleteall my information. So I had pay another Service fee when they could have done it on the first which is connected with the same problem.Business Response
Date: 05/27/2023
May 27, 2023
*************************************
BBB of the Mid-South
*************************************************************
RE: *************************;AHS Plan No. *********; BBB Complaint Case No. 20082787
Dear *************************:
Thank you for making ** aware of the plan holders issue through the Better Business Bureau. We take customer satisfaction very seriously, and sincerely apologize if the plan holder has not been entirely satisfied with our service.
Although not liable to do so, AHS has agreed to reimburse the $75 trade service call fee paid for the May 21, 2023, service request. The plan holder can expect to receive that reimbursement within 10 to 14 business days.
We take your concerns seriously and thank you for raising them to our attention. We appreciate the plan holder as a member, and hope to provide them with a positive customer experience in the future.
Sincerely,
****************
American Home Shield CorporationCustomer Answer
Date: 05/28/2023
Complaint: 20082787
I am rejecting this response because:
My service fee is $100.00 not $75.00 indicates on my contract for service calls.
Sincerely,
*************************Business Response
Date: 06/03/2023
June 3, 2023
*************************************
BBB of the Mid-South
*******************************
*******, ** 38125
RE: *************************;AHS Plan No. *********; BBB Complaint Case No. 20082787
Dear *************************:
American Home Shield (AHS) is in receipt of your letter enclosing additional correspondence from plan holder. On May 31, 2023, the $100 trade service call fee was reimbursed onto the source it was paid with. If the plan holder has not received that reimbursement, they should follow up with their financial institution.
We take your concerns seriously and thank you for raising them to our attention. We appreciate the plan holder as a member, and hope to provide them with a positive customer experience in the future.
Sincerely,
****************
American Home Shield CorporationCustomer Answer
Date: 06/05/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.
Sincerely,
*************************2513 ********************, ** 89044
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