ComplaintsforAmerican Home Shield

• Initial Complaint

  05/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  AHS charges a monthly fee to provide a home warranty and dispatches service professionals to resolve issues. Every time weve asked them to resolve an issue they dispatch folks that dont show up , or show up and promise to come back and fix things but then dont show up. We get charged fees month after month while we wait for our HVAC to be fixed. They shouldnt be selling a service they cant deliver. If they dont have the professionals why promise that they are able to resolve these issues.

  

  Business response

  05/24/2023

  May 24, 2023 
  ************************;
  *********************************************** 
  
  RE: **********************, AHS Plan No. *********, BBB Complaint Case No. 20057818 
  
  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. 
  
  On 4/17/23 a work order was created for an air conditioner (heat pump), and per the technician we will need to replace the strainer valve and add a shut off valve and both parts were approved for replacement on 5/19/23. Per the technician the job was completed on 5/23/23. As a one-time courtesy, on 5/24/23 paperwork was submitted for refund of his service fee in the amount of $100; 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 Corporation 

• Initial Complaint

  05/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Okay here it goes again!!! Filed a service request on Monday, May 8th. They gave me a contractor name. Well that contractor never called and set up anything. Well then I called again, to AHS and they cancelled that request. Thank gosh I called and checked. Well they assigned another contractor on May 11th. Well I tried calling them twice in Friday, May 12 and AHS said they tried as well and sent an email. So here it is, still no service call on my AC Unit and all I get is the run around. And to top it off, the second company they wanna send to my house has the worst reviews ever about how they handle customers of AHS and dont show up when they say. I tried expressing my concerns about that but I was told to bad. I cant handle AHS anymore. Its hot in my house. Shouldnt take a week to at least get out on a schedule for ac repair.

  

  Business response

  05/29/2023

  May 29, 2023
  
  
  ***************************
  BBB of the Mid-South
  *******************************
  *******, ** 38125
  
  RE: ***********************;AHS Plan No. *********; BBB Complaint Case No. 20053490
  
  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.
  
  On May 11, 2023, AHS dispatched Freedom Heating & Cooling to diagnose the air conditioner.  On May 19,2023, Freedom Heating & Cooling advised AHS the service request was complete. 
  
  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 Corporation

• Initial Complaint

  05/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an AHS warranty, agreement number ********* and required service when our HVAC stop working on April 16, 2013. I contacted AHS paid the service charge of $75.00, dispatch number *********. On April 17th I received a text from ATR General Services stating AHS assigned them to repair our HVAC unit on April 24th. On April 24th ATR came to our house and reviewed the exterior unit with gauges that had no glass protecting the instrument and went into our attic with a spray bottle. I watched the service person spray liquid into the interior HVAC system. I asked what that process would determine and he stated he was looking for leaks. After a couple of minutes, he put the cover back on the attic unit and that was it. The repair person stated he pressurized the unit to see if the unit would hold the pressure and would return on the next day. April 25th came and went with no show or call. I received an email from AHS on April 26th showing a bill of $1350.00 for refrigerant. I contacted ATR and informed them the service person did not return on April 25th to check the system pressure. *** stated the they would not return until I paid the $1350.00. I explained I was not informed why our HVAC was broken. I called AHS regarding the bill and AHS said they would contact ATR to recheck the ***** After multiple calls, *** would not return without the payment of $1350.00 for refrigerant. Why would I pay for refrigerant when ATR provided no plan of action to repair our HVAC? I purchased an AHS warranty covering my HVAC system. AHS assigned an HVAC company with a very poor BBB rating "F". I could not get any repair resolution from ATR or AHS. I had no choice but to contact another HVAC company. Attached is a copy of the invoice from American Mechanical in the amount of $10,729. I'm requesting AHS to assist me with reimbursement towards this bill. If AHS provided a reputable HVAC company my AHS warranty covers this system repair instead of me!

  

  Business response

  05/29/2023

  May 29,2023
  
  
  
  *********
  BBB of the Mid-South 
  ************************************;
  *******, ** 38125 
  
  RE: *******************; AHS Plan No.605928058; BBB Case No. 20049139
  
  Dear *********: 
  
  Thank you for making ** aware of ************** issue through the Better Business Bureau. We take customer satisfaction very seriously, and sincerely apologize if ************** has not been entirely satisfied with our service.
  
  On April 26, 2023, ATR Heating and Cooling reported to AHS that the air conditioner ******* valve will need to be replaced and the unit will need to be recharged with refrigerant. ATR Heating and Cooling further reported that refrigerant needed to be added to the air conditioning system. Section E.10 of the warranty plan states that AHS will pay up to ten dollars ($10) per pound per occurrence for refrigerant.The customer is responsible for payment of any costs in excess of ten dollars per pound. The charge to ************** for refrigerant not covered by the warranty plan is $1,350.
  
  AHS has reviewed the estimate submitted by ************* for the replacement of the air conditioner unit, the invoice does not state the failure to the air conditioning unit and has not been paid. Section C.1.c of the warranty plan states AHS will not reimburse the customer or others for *********************** performed without AHS prior approval. In an attempt to amicably resolve this matter, AHS has dispatched a second opinion company *************************** Company to diagnose any problems with the air conditioner unit. ************** may contact *************************** Company directly at ************ to schedule an appointment if an appointment has not already been set.

  We take your concerns seriously and thank you for raising them to our attention. We value ************** as a member and hope to provide them with a positive customer experience in the future.

  Thank you for your consideration
  
  Sincerely,
  
  
  ****************
  AMERICAN HOME SHIELD OF *******, ****

  Customer response

  05/29/2023

   
  Complaint: 20049139
  
  I am rejecting this response because: AHS only offered service by ATR HVAC company and when I contacted AHS multiple times regarding the extremely poor service I received from ATR HVAC company AHS did not provide any assistance.  I informed AHS that ATR HVAC company no-showed the next day as they confirmed to check my HVAC's pressure.  AHS stated ATR HVAC company would only return to my home if I paid the $1350.00 cost of refrigerant.  I explained multiple times to both AHS and ATR HVAC company they were to check my HVAC's pressure to ensure it would hold the refrigerant.  AHS would not reconsider and no further repair service was offered by AHS.  I had no choice but to call another HVAC service company because AHS did not uphold the warranty on my HVAC system and offer further repair assistance.  AHS did not follow up and provide another HVAC company to service my HVAC system. AHS knew my HVAC system was not working and they did nothing to uphold my warranty.

  I paid American Mechanical $10,729.00 to repair my HVAC system and I previously provided the invoice.  I am requesting AHS to meet me half way and provide me with reimbursement of $5364.50.  I counted on AHS's warranty of my HVAC system and I paid the yearly AHS's premiums to ensure I would have this protection.  However, when I needed AHS to uphold their warranty, they did not provide a capable and reputable HVAC company to repair my HVAC system.  I was given one option by AHS and ATR HVAC company which was to pay the $1350.00 for refrigerant.

   

  

  Business response

  06/07/2023

  June 7,2023
  
  
  
  *********
  BBB of the Mid-South 
  ************************************;
  *******, ** 38125 
  
  RE: *******************; AHS Plan No.605928058; BBB Case No. 20049139
  
  Dear *********: 
  
  Thank you for making ** aware of ************** issue through the Better Business Bureau. We take customer satisfaction very seriously, and sincerely apologize if ************** has not been entirely satisfied with our service.
  
  However, my previous correspondence accurately & correctly stated AHS' position regarding this matter. AHS has reviewed the estimate submitted by ************* for the replacement of the air conditioner unit, the invoice does not state the failure to the air conditioning unit and has not been paid. Section C.1.c of the warranty plan states AHS will not reimburse the customer or others for *********************** performed without AHSprior approval.
  
  AHS relies on the diagnosis from our licensed technicians to determine the course of action for repair or replacement of a covered item. In the alternative to having the repair completed by ATR Heating and Cooling, AHS can offer ************** the option of accepting cash in lieu of AHS cost of the authorized repair, up to the amount of $312. Section G.13 of the warranty plan states AHS reserves the right to provide pre-approved reimbursement of itemized costs or cash back in lieu of repair or replacement.Both preapproved reimbursement of itemized costs and cash back in lieu of repair,or replacement will be based on what AHS would ordinarily expect to pay for the same parts and labor, which may be less than retail or your actual cost. If ************* would like to accept AHS cash in lieu offer,she may contact AHS directly.
  
  We take your concerns seriously and thank you for raising them to our attention. We value ************** as a member and hope to provide them with a positive customer experience in the future.

  Thank you for your consideration
  
  Sincerely,
  
  
  ****************
  AMERICAN HOME SHIELD OF VIRGINIA,INC.

  Customer response

  06/23/2023

  AHS did not provide a qualified **** company to service our **** warranty.  AHS assigned a "D" rated company, ATR of Richmond, which did not complete the service call.  ATR no-showed and no-called when the technician was to return and check the system to see if if it held the pressure.  ATR did not perform the system check.  ATR did the minimum service when the technician arrived.  AHS only wanted to replace the air conditioning refrigerant and not do a full service check to see if there leaks or why our **** system was not working. If AHS provided a qualified highly experienced **** company to perform the **** service check on our broken system I would have received a professional diagnosis.  With no additional assistance from AHS I had no choice to contact a professional highly trained **** company for my broken **** system.  AHS did not uphold the **** warranty that I paid for 20 years!!!! AHS provided a low BBB grade company to offer refrigerant to a broken **** system. I contacted AHS multiple times with no additional help.  AHS is responsible to assist with the cost of my **** system replacement as it was covered by the warranty.

  Customer response

  06/30/2023

   
  

  From the CONSUMER:

  Sent 6/23/2023 9:07:23 AM

  Read by ******************** on 6/23/2023 9:09:23 AM

  AHS did not provide a qualified **** company to service our **** warranty.  AHS assigned a "D" rated company, ATR of Richmond, which did not complete the service call.  ATR no-showed and no-called when the technician was to return and check the system to see if if it held the pressure.  ATR did not perform the system check.  ATR did the minimum service when the technician arrived.  AHS only wanted to replace the air conditioning refrigerant and not do a full service check to see if there leaks or why our **** system was not working. If AHS provided a qualified highly experienced **** company to perform the **** service check on our broken system I would have received a professional diagnosis.  With no additional assistance from AHS I had no choice to contact a professional highly trained **** company for my broken **** system.  AHS did not uphold the **** warranty that I paid for 20 years!!!! AHS provided a low BBB grade company to offer refrigerant to a broken **** system. I contacted AHS multiple times with no additional help.  AHS is responsible to assist with the cost of my **** system replacement as it was covered by the warranty.

  

  Business response

  07/09/2023

  July 9, 2023
  
  
  
  *********
  BBB of the Mid-South 
  3693 ************* 
  *******, ** 38125 
  
  RE: *******************; AHS Plan No.605928058; BBB Case No. 20049139
  
  Dear *********: 
  
  Thank you for making us aware of ************** issue through the Better Business Bureau. We take customer satisfaction very seriously, and sincerely apologize if ************** has not been entirely satisfied with our service.
  
  My previous correspondence accurately & correctly stated AHS' position regarding this matter. ATR Heating and Cooling reported to AHS that the air conditioner ******* valve will need to be replaced and the unit will need to be recharged with refrigerant. ATR Heating and Cooling further reported that refrigerant needed to be added to the air conditioning system. AHS relies on the diagnosis from our licensed technicians to determine the course of action for repair or replacement of a covered item. The invoice does not state the failure to the air conditioning unit nor contradicts AHS diagnosis. Section C.1.c of the warranty plan states AHS will not reimburse the customer or others for *********************** performed without AHS prior approval. The option of accepting cash in lieu of AHS cost of the authorized repair, up to the amount of $312 is still available.
  
  If ************** would like to accept the *** cash in lieu, she may upload a paid receipt or invoice to the BBB website or ****************************************************
  
  We take your concerns seriously and thank you for raising them to our attention.We value ************** as a member and hope to provide them with a positive customer experience in the future.

  Thank you for your consideration
  
  Sincerely,
  
  
  ****************
  AMERICAN HOME SHIELD OF VIRGINIA, INC.

  Customer response

  07/12/2023

   
  Complaint: 20049139
  
  I am rejecting this response because: AHS service provider, ATR of Richmond, did not provide an explanation of why the unit required refrigerant and only suggested to replace the part and would come back the following day to see if the pressure held with the new valve.  ATR of Richmond did not return to check the system pressure.  AHS instead of having ATR come back and properly check the **** pressure sent me an invoice $1350.00 for the cost of refrigerant.  AHS stated they would not come back to check the pressure unless I paid the $1350.00,  Why would AHS require refrigerant be put into a system without properly checking the pressure?  AHS only wanted to put a band aid on the **** problem.  AHS did not uphold the warranty we paid for by not having the **** system checked after the valve was to insure the pressure held.  AHS did not provide a qualified licensed technician instead they sent an unreputable "F" Better Business Rating company.  I'm requesting *********************************************************** because I paid AHS to have a warranty on my **** system and AHS did not make sure I had a safe and running **** system.  AHS avoided my concerns and repeated calls.  *******************

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

  

  Business response

  07/21/2023

  July 21, 2023
  
  
  
  *********
  BBB of the Mid-South 
  3693 ************* 
  *******, ** 38125 
  
  RE: *******************; AHS Plan No.605928058; BBB Case No. 20049139
  
  Dear *********: 
  
  Thank you for making us aware of ************** issue through the Better Business Bureau. We take customer satisfaction very seriously, and sincerely apologize if ************** has not been entirely satisfied with our service.
  
  My previous correspondence accurately & correctly stated AHS' position regarding this matter. The air conditioner ******* valve will need to be replaced and the unit will need to be recharged with refrigerant. Section A.4 of the warranty plan states AHS has the sole right to determine, according to the terms of this contract, whether a covered item will be repaired or replaced. AHS' position does remain unchanged.
  
  In order to amicably resolve this issue, AHS is willing to provide ************** with AHS cost for an air conditioner condenser and evaporator coil replacement of $1,429.66, This offered amount is based on what AHS would expect to pay (which is substantially less than retail cost) for parts and labor for covered items less the incurred cost of the contractors diagnosis.If ************** would like to accept AHS offer, she may submit a verified mailing address to receive the check.
  
  We take your concerns seriously and thank you for raising them to our attention.We value ************** as a member and hope to provide them with a positive customer experience in the future.

  Thank you for your consideration
  
  Sincerely,
  
  
  ****************
  AMERICAN HOME SHIELD OF ********* ****

  Customer response

  07/27/2023

   
  Complaint: 20049139
  
  I am rejecting this response because: AHS did not follow up on the required service of my **** system.  ATR was to return the following day to complete the service repair and check if the **** system would hold pressure. ATR NO-SHOWED and I received a bill from AHS for $1350.00 for refrigerant.  I contacted AHS multiple times and informed them ATR did not show the next day to complete the service of checking the **** pressure. I  requested AHS to have ATR return to complete the service and check the **** system prior to paying for the cost of refrigerant.  AHS would not re-send ATR until I paid the $1350.00.  Why would AHS insist on having refrigerant put into my broken **** system without completing the required service follow up from ATR to ensure the pressure held.  AHS was negligent by not having ATR complete the service call the next day required to determine why my **** system was not working.  AHS did not uphold the **** warranty I paid for 20 years.  If AHS would have provided a qualified reputable **** repair company to perform a complete **** system service repair, the service stated by AHS representative  ****************,  Condenser and Evaporator coil replacement cost would have been completed instead of me having to contact another **** company to complete the repair.  AHS provided a un-reputable, unreliable low rated BBB service company, ATR, which did not complete the **** service on my system.  With a broken **** system and no assistance from AHS, I had no choice and contacted a reputable **** company which cost me $10,729.00. I am requesting AHS to reimburse me 50 percent, $5364.50, of my cost.  I paid AHS for an **** system warranty for 20 years and if AHS would have provided a qualified, reputable and reliable company I would not have endured this very unexpected expense! 
  *******************

  Customer response

  08/14/2023

  I called and left a message for ********* to re-open my complaint ********** on July 27, 2023 and have not received a call back.  I am requesting to have my complaint re-opened due to the attached document showing AHS email promoting 50% savings toward a new HVAC system.  I'm concerned I was not offered this option.  Please reach out to AHS for consideration as I am in debt with having no warranty protection provided by AHS when I needed service on my AHS covered HVAC system.

  Customer response

  08/14/2023

  Please see the attached AHS HVAC offer I was not offered and would have saved me considerable amount of money.  Please review with AHS and advise if they are considerate to provide me this compensation.

  Customer response

  08/14/2023

  Per my conversation today with BBB associate *********, I will accept the offer from AHS $1429.66.  Thank you.

  Customer response

  08/14/2023

   
  Date Sent: 8/14/2023 3:00:46 PM
  Per my conversation today with BBB associate *********, I will accept the offer from AHS $1429.66.  Thank you.

  

  Business response

  08/18/2023

  August 18, 2023
  
  
  
  *********
  BBB of the Mid-South 
  ************************************;
  *******, ** 38125 
  
  RE: *******************; AHS Plan No.605928058; BBB Case No. 20049139
  
  Dear *********: 
  
  Thank you for making ** aware of ************** issue through the Better Business Bureau. We take customer satisfaction very seriously, and sincerely apologize if ************** has not been entirely satisfied with our service.
  
  AHS has received ************** acceptance of AHS offer of $1,429.66. ************** will receive two checks one for $312 and one for $1,117.66 for a total of $1,429.66, she will receive the checks within ***** business days.
  
  We take your concerns seriously and thank you for raising them to our attention.We value ************** as a member and hope to provide them with a positive customer experience in the future.

  Thank you for your consideration
  
  Sincerely,
  
  
  ****************
  AMERICAN HOME SHIELD OF VIRGINIA, INC.

  Customer response

  08/20/2023

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

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

  2329 ***************

  **************, ** 23456

  
  

• Initial Complaint

  05/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I opened a claim for my two air conditioners in July 2022 with AHS. They did not support my claim until I reached out to the BBB, then movement was made and they finally contracted with Urban Mechanic to repair one unit. They also charged me several hundreds of dollars (about $500.00) for a covered part. I had no choice but to pay the amount demanded or not have my #1 unit left repaired. They made up the rationale for charging for the covered portions of my AC that were incorrect. AHS then canceled the second unit without my knowledge. I had to initiate a call to see why they were collecting monthly fees and not providing any services. I demanded that they reopen the claim, during the winter months, still NOTHING was done. I have called them every couple of days and they either they have nothing on file, claim they will call back, or avoid calling Urban Mechanic to ship/authorize parts. Urban Mechanic has a caller ID, ********************** has NOT called, nor left messages with Urban mechanic. I am in daily text message communication with Urban Mechanics, all AHS has initiated is the Compressor for unit #2. They are avoiding the additional parts to repair my unit. AHS is now charging me over $100 per month for coverage and they refuse to cover the parts included in my plan. May 3, 2023 I spoke with several agents over the course of 45 minutes, they did not return the call with a follow-up the next day. AHS is committing fraud, collecting fees, but providing no services on covered items. If I could get my money back for the last 11 years, I would without hesitation. Customer ********************** has absolutely no follow-through and only promises to return calls that are never made. I want my AC repaired before the temperatures climb, at present May 2023 the temps in ******** are 90 degrees. I will happily terminate my contract with AHS once services are complete. I will work to *** them, if possible to reclaim funds collected without good intentions. Expectations/Desired Outcomes:Repaired both units as covered in my contract without charging for covered parts.Reimbursement of fees collected for covered parts on Unit #1 Repair Unit #2 by May 19, 2023

  

  Business response

  06/01/2023

  Date:June 1, 2023
  
  
  *************************************
  BBB of the Mid-South 
  3693 ************* 
  *******, ** 38125 
  
  RE: *************************; AHS Plan No.612617508; BBB Case No. 20104201
  
  Dear *******. ***********: 
  
  I have reviewed AHS records and found that this is a duplicate complaint. ***************** was previously advised that the service request was assigned to Consolidated Mechanical serviced the home on 05/19/2023. Records show that the vendor reported that they were unable to return to the home for over two weeks and requested that the service request be transferred to another vendor.

  AHS transferred the service request to Sweet Mountain Air for service, but ***************** cancelled the service request as she was under the impression that Consolidated Mechanical was servicing the home.

  ***************** was notified that Consolidated Mechanical was unable to return to the home and that is why the service request was transferred to Sweet Mountain Air for service.

  Records show that the service request was transferred back to Consolidated Mechanical for service on 05/25/2023.

  Records show that the service request was transferred to Same Day Air Repair LLC on 05/31/2023 and has attempted to contact **************** to schedule.  **************** can reach out to them to schedule.

  In an attempt to resolve this complaint,AHS offered to review an invoice from an outside vendor. If ***************** is in possession of an invoice from a licensed and insured air conditioning company of her choosing she can submit a copy of the invoice from the outside contractor to me for review. The requested information should include an itemized breakdown of the costs incurred or estimated for the ************ I have received the requested information, I will advise you of AHS position regarding this matter.

  We apologize that the member did not receive a positive customer ********************** experience. As a result, we will reimburse **************** the $75 trade service fee. ***************** will receive the reimbursement back to the original payment method in ***** business days.

  We take your concerns seriously and thank you for raising them to our attention. We value ***************** as a member and hope to provide her with a positive customer experience in the future.

  
  Sincerely,
  Schawanna B.
  American Home Shield of *******, Inc. 

  

  Business response

  06/01/2023

  Date:June 1, 2023
  
  
  ***************************
  BBB of the Mid-South 
  3693 ************* 
  *******, ** 38125 
  
  RE: *******************************; AHS Plan No.617115488; BBB Case No. 20047548
  
  Dear ***************************:
  
  Thank you for making ** aware of Ms. ************************** issue through the Better Business Bureau. We take customer satisfaction very seriously and sincerely apologize if **************** has not been entirely satisfied with our service.

  I have reviewed AHS records and found that **************** was charged $470 for the non-covered refrigerant, disposal, and modifications. Per Ms. ************************** contract, it advises that AHS will pay up to $10 per pound per occurrence for the refrigerant. The customer is responsible for payment of any costs in excess of $10 per pound.The contract advises that AHS does not cover the costs of construction,carpentry, or other modifications necessary to remove, relocate, or install equipment, and it advises that the warranty does not cover the removal of defective equipment. It is found that AHS accurately advised **************** of the non-covered charges associated with the repair.

  I have reviewed AHS records in regard to the 2nd air conditioning unit and found that the equipment was ordered on 10/31/2022 and delivered to the vendor. Records show that the vendor contacted AHS and advised that they did not receive the equipment and requested that the equipment be reordered. AHS reordered the equipment on 02/28/2023 and per the tracking information, the part was delivered on 03/03/2023.

  AHS is currently working with the vendor to confirm that they have located the part to complete the repair. AHS will continue to monitor the status of the repair.

  We take your concerns seriously and thank you for raising them to our attention. We value **************** as a member and hope to provide her with a positive customer experience in the future.
  
  Sincerely,
  American Home Shield Corporation  

  Customer response

  06/01/2023

   
  Complaint: 20047548

  I am rejecting this response because:

  (this is attached as a word document)

  
  ************************* and Schawanna B,
  
  I have reviewed the email dated June 1, 2023. 
  

  To start,Schawanna is referring to *****************, I do not know who that person is, my name is *****************  ********* goes on to discuss businesses and companies I have never heard of before. 
  

  I filed my first complaint with BBB in October 2022 when AHS canceled my service call for my air conditioner without informing me. I have a 5,000-square-foot, two-story home that requires 2 AC units to cool. 
  

  I placed a service request for both units July 2022 and was given the parlor tricks by AHS from day one.
  

  AHS would/could not find a company that would work with them in the state of ********. They asked me to find a business, I informed them that I pay a monthly fee to receive service,not be a service person.  After some time and an additional $500+ charge from AHS, for covered items, my upstairs unit was repaired by Urban Mechanics from *********.
  (they charged me for disposal and other bogus charges)
  During the winter months, AHS did not reach out or make attempts to do any work on my downstairs unit.  I have been in weekly communication with AHS and Urban Mechanic.  The calls to AHS are from me to them.  They have never returned a call or reached out to me, despite numerous promises to do so.
  ********* wrote AHS transferred the service request to Sweet Mountain Air for service, but **************** cancelled the service request as she was under the impression that Consolidated Mechanical was servicing the home.
  **************** was notified that Consolidated Mechanical was unable to return to the home and that is why the service request was transferred to Sweet Mountain Air for service.
  Records show that the service request was transferred back to Consolidated Mechanical for service on 05/25/2023.
  Records show that the service request was transferred to Same Day Air Repair LLC on 05/31/2023 and has attempted to contact **************** to schedule.  **************** can reach out to them to schedule.
  I have no clue what any of this is about, there are absolutely no records of this anywhere.  My phone is always on and no one has called me.  The only thing AHS has done on time is charge me $100.00+ per month, while holding my service hostage.
  Log of the last 8 calls made from me to AHS:
  April 24 at 10:24am 19min 56 seconds
  April 26 at 10:59 am 20 min 24 seconds
  May 3 at 2:13pm 53 min 10 seconds
  May 11- at 3:29pm 25 min 23 seconds
  May 15 at 10:19am 1 min 24 seconds
  May 15 at 10:29am 51 min 25 seconds
  June 1 at 7:59am 8 min 59 seconds (*** placed me on hold, then hung up on me)
  June 1 at 8:08am 19 min 23 seconds (I asked **** to escalate my complaint about ***)
  
  The only company I have had any communication with is Urban Mechanic *************.  ***** from the front office and the technician assigned to my house.
  AHS has stated that they have sent the coil, but not the condenser.  Then an AHS agent said that ***** signed for it at Urban Mechanic.  Urban Mechanic does not employ a ***********
  I will gladly accept the $75.00 trade service fee credit that ********* wants to provide ****************, as a token towards the $1,200 I will file for a refund at the completion of this debacle.
  At this point, I need my AC repaired by whomever!  I also will make a request for a refund for the months that AHS has held me service hostage for a cost.  I will be more than happy to cancel my 11-year contract with them permanently.  But only after the repair of my unit.
  

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

  

  Business response

  06/09/2023

  Date:June 9, 2023
  
  ***************************
  BBB of the Mid-South 
  ************************************;
  *******, ** 38125 
  
  RE: *******************************; AHS Plan No.617115488; BBB Case No. 20047548
  
  Dear ***************************:
  The correct response was uploaded and attached to the BBB for **************** to view. I do apologize for the confusion.
  
  Thank you for making us aware of Ms. ************************** issue through the Better Business Bureau. We take customer satisfaction very seriously and sincerely apologize if **************** has not been entirely satisfied with our service.

  I have reviewed AHS records and found that **************** was charged $470 for the non-covered refrigerant, disposal, and modifications. Per Ms. ************************** contract, it advises that AHS will pay up to $10 per pound per occurrence for the refrigerant. The customer is responsible for payment of any costs in excess of $10 per pound. The contract advises that AHS does not cover the costs of construction, carpentry, or other modifications necessary to remove, relocate, or install equipment, and it advises that the warranty does not cover the removal of defective equipment. It is found that AHS accurately advised **************** of the non-covered charges associated with the repair.

  I have reviewed AHS records in regard to the 2nd air conditioning unit and found that the equipment was ordered on 10/31/2022 and delivered to the vendor. Records show that the vendor contacted AHS and advised that they did not receive the equipment and requested that the equipment be reordered. AHS reordered the equipment on 02/28/2023 and per the tracking information, the part was delivered on 03/03/2023.

  AHS is currently working with the vendor to confirm that they have located the part to complete the repair. The vendor advised AHS they never received the equipment that was delivered, and they advised AHS that they will double check their equipment and will contact *************** to schedule if they have the equipment and if they do not, they will contact AHS to reorder the condenser.

  In an attempt to amicably resolve this matter, AHS agrees to review an invoice from a licensed and insured air conditioning company of your choosing. You can submit a copy of the invoice from your outside contractor to me for review. The requested information should include an itemized breakdown of the costs incurred or estimated for the ************ I have received the requested information, I will advise you of AHS position regarding this matter.

  Sincerely,
  American Home Shield Corporation  

• Initial Complaint

  05/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On April 31, 2023, I communicated with American Home Shields via their service telephone line that I wanted to terminate service at the end of April. To my chagrin this AM I discovered my bank account was billed for another month of a service that I vehemently communicated to stop. The service telephone line is the only method consumers have to communicate with AHS and in fact was my method of registering for service several years ago. I thank BBB for its assistance in attempting to address and resolve this issue with AHS.

  

  Business response

  05/17/2023

  
  May 17, 2023
  
  
  
  
  *********
  BBB of the Mid-South
  ************************************;                                                                                                                                         
  *******, ** 38125
  
  RE:      *******************************; AHS Plan No. 601799628;BBB Complaint Case No. 20044821
  
  Dear Ms. ********************************** (AHS) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.
  
  I have reviewed AHS records with regard to the customers complaint. ********************** warranty plan coverage renewed for an additional coverage term of one year on June 2, 2022. AHS has backdated the cancellation to April 28, 2023 and will refund the payment received on May 2,2023, in the amount of $52.99. The warranty plan has been cancelled in accordance with Section L.4 (b) (d), which states that if the customer or ********************** cancels the contract after the 30th day following the beginning of the contract term, (b) if AHS has provided services and the amount of the service costs incurred by AHS is less than the contract fees paid, the customer will receive a pro rata refund of the contract fees paid for the unexpired term, less the service costs incurred by AHS; and (d)additionally, the customer shall be responsible for an administrative fee of the lesser of (i) the plan fee for one month of coverage under this contract or (ii) such amount as is permitted by law. Based on the terms of the warranty plan, the customer rightfully owes an administrative fee in the amount of $52.99. In order to amicably resolve this matter, AHS agrees to waive the administrative fee.
  
  Thank you for your consideration.
  
  Sincerely,                                                                                                            
  
  AMERICAN HOME SHIELD OF **********, INC. 

  Customer response

  05/18/2023

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

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

  6985 ***********

  *******, ** 92336

  
  

• Initial Complaint

  05/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a contract with American home shield (warranty company) that agrees that if something is broken in the house they will fix it and I have to pay a copayment of a $100. March 23rd of this year 2023 the heating unit didnt work so I called them to come and fix it, they had a technician come to see the problem. The technician then ordered a part for the heating unit and came again later to replace that part. But the problem was not solved and the heating unit was still broken. I called again and they sent another technician to check it out. The technician said it was a problem with the thermostat. So, we ordered a new thermostat and the technician came and replaced the old thermostat with the new thermostat. Things were still unsolved and when tried turning on the ** even that wasnt working either. I called once again they came and technician said the whole unit system needs to be replaced. Now, American home shield wants me to pay out of my own pocket to either change the whole system or replace multiple parts. This shouldnt happen since we have a contract that says that they will help me cover the cost of fixing this issue. As of today, May 10th 2023, the ** and the heating unit are both broken and it is extremely hot inside the house. This is very hard to deal with especially with four children and the hot weather outside.

  

  Business response

  05/26/2023

  May 26, 2023
  
  
  
  
  *************************************
  BBB of the Mid-South
  3693 *************
  *******, ** *****
  
  RE: *****************; AHS Plan No. ********* ; BBB Complaint No.  20044027           
  
  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.
  
  After reviewing your concerns, we would like to help you understand what your Plan Agreement provides coverage for. In your situation,your Plan Agreement provides coverage to the air handler that is being replaced. It does not, however, provide coverage for modifications and/or code upgrades pursuant to section I.1.g(iv) & I.4.b. of your Plan Agreement .This contract does not cover system or appliance upgrades, or repairs or replacements required to comply with any federal, state, or local laws,regulations or ordinances, utility regulations, or building or zoning code requirements, except as otherwise specified in this contract; costs of construction, carpentry, or other modifications necessary to remove, relocate,or install equipment.  The modifications and/or code upgrades are as follows: drain line $400.00, locking caps $250.00,electrical line $250.00, ductwork $500.00.
  
  In addition, the plan holder is responsible for the over-the-contract limit cost of the refrigerant stated in section E.2. AHS will pay up to $10 per pound per occurrence for the refrigerant. Customer is responsible for payment of any costs in excess of $10 per pound. The refrigerant over the contract limit is $1,575.00  The total Non covered cost is $2,975.00.
  
  Although not obligated, in an attempt to resolve this matter amicably, AHS has agreed to reimburse the plan holder up to $500.00 towards the non-covered charges.  AHS request the plan holder confirm their acceptance of this offer, and provide their proper mailing address.  Alternatively, the plan holder may email the requested information directly to ************************************************************ for processing.  AHS will await the requested information.
  
  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 of ********* ****

• Initial Complaint

  05/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have canceled this account time and time; I wrote to them and BBB over the last 2 months and I have paid any fees due but they refuse to cancel my account. I believe when I make the payment they automatically renew my account I have sent over more canceled checks to prove I am paid in full

  

  Business response

  06/01/2023

  June 1, 2023
  
  
  
  
  ***************************
  BBB of the Mid-South
  *******************************
  *******, ** *****
  
  RE: ***************************; AHS Plan No. 615596568;BBB Complaint No.  20043834           
  
  Dear ***************************:
  
  Thank you for making ** aware of ********************** 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.
  
  We have reviewed our records concerning the payment issue and we have corrected our records to reflect there is nothing currently due on the account.  We apologize for any inconvenience this may have caused.
  
  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 of ********* ****

  Customer response

  06/01/2023

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

  Thank you sincerely for your efforts

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

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

  **********, ** 23704

  
  

• Initial Complaint

  05/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My guest house hot water heater broke on April 25 and a claim was filed on 4/27/23 The hot water heater is still broken. We pay AHS for the most expensive plan: ShieldPlatinum . We pay for our house and we pay an additional amount for our guest house, all at ************************** to be on AHS. We have been customers for many years. In the last 2 weeks we had one plumber assigned (First Class Water Heaters), who was later unassigned by an "accelerated manager" because of some confusion between the plumber/vender and AHS regarding our address. I made 4 calls about this and the agent finally decided that it would be easier to go with another company. The 2nd company came once and would not return calls or come. Finally another AHS agent made a referral back to First Class Water Heaters again.AMS has never replaceed any hot water heaters in either our house or the guest house, although in November of 2021 they authorized a new hot water heater for the guest house. But ************, Hill ********* never came back or returned calls. So AHS sent another plumber who put in a small part and fixed (not replaced) the old hot water heater. I made six calls where I asked the AHS agents to clarify this fact in their records, but today First Class Water heaters/plumbers said AHS denied the replacement "because AHS thinks they already replaced that guest house water heater.I have spent 6 hours on the phone with agents at AHS and plumbers, but the problem is not fixed, with 2 weeks of no hot water. Today the AMS agent said their "escalation department" cut her off after 30 minutes, because they are too busy. She promised to have a manager call.All we want is for AHS to meet their obligations to either fix or replace this water. We have done more than should be expected. Can they at least resolve this issue?

  

  Business response

  05/19/2023

  May 19, 2023 
  
  *******************;
  ************************************************************** 
  
  RE: ******************************; AHS Plan No. *********, BBB Complaint Case No. 20033767 
  
  Dear *********, 
  
  Thank you for making us aware of ****************** issue through the Better Business Bureau. We take customer satisfaction very seriously, and sincerely apologize if ****************** has not been entirely satisfied with our service. 
  
  With regards to his water heater, on 5/11/23 he spoke with one of our research specialists, and he was informed that we have received the diagnosis, and per the technician, we will need to replace the tank, and with the replacement there are some out of pocket cost for codes and modifications, and that is the responsibility of the homeowner. ****************** agreed to pay the non-covered cost, the unit has been ordered, and once received, the technician will contact him to schedule an appointment for installation.  
  
  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 response

  05/19/2023

  Thank you American Home Shield.
  
  I have called your plumber, Criterian and left messages two times this week, requesting a date when the hot water heater will be installed.  No response.

  We have been waiting since April and still have no hot water heater.

  We are hoping that either this plumber or another plumber will come soon to replace the water heater, at the agreed upon price to me of approximately $250, in addition to the $100 deductable I have already paid.  We are also hoping someone will tell us an approximate date for installation.
  

  Sincerely,

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

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

  Customer response

  05/22/2023

   
  Date Sent: 5/19/2023 8:30:41 PM
  

  Thank you American Home Shield.
  
  I have called your plumber, Criterian and left messages two times this week, requesting a date when the hot water heater will be installed.  No response.

  We have been waiting since April and still have no hot water heater.

  We are hoping that either this plumber or another plumber will come soon to replace the water heater, at the agreed upon price to me of approximately $250, in addition to the $100 deductable I have already paid.  We are also hoping someone will tell us an approximate date for installation.
  

  Sincerely,

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

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

  Customer response

  05/25/2023

  We filed a claim to have our guest house water heater fixed on April 24,2023. 
  WE HAVE NOT HAD HOT WATER IN THIS BUILDING FOR ONE MONTH!!!
  American Home Shield hired a plumber to fix or replace the hot water heater and as of May 25th, we have not heard from the vender assigned by American Home Shield, which is ****************** *** ************ for ever three weeks.  I have phone records that show they have not called us back, even though we have left two messages last week, and many other messages in prior weeks.
  We insist that either American Home Shield fix or replace this hot water heater, as they promised in their response to you, by Tuesday, May 30th or authorize us to hire our own local plumber to take care of the problem by the end of business on May 30.
  No one should have to go a month with no hot water and there is no excuse for this completely abysmal lack of service performed by American Home Shields choice of a plumber.
  Please respond by email: *********************** as soon as possible. 
  We had a call making lots of promised two weeks ago, but still no service.  We need your response to be in writing, as your company has not yet performed as promised in our contract.
  

  Thank you,
  ******* and ***********************
  *************************************************************************

  
  

  

  Business response

  05/30/2023

  May 30, 2023 
   
  *******************;
  **************************************************************  
   
  RE: ******************************, AHS Plan No. *********, BBB Complaint Case No. 20033767 
   
  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 a water heater, and on 5/30/23 I spoke with *** at ****************** and informed him that the homeowner was waiting on them to install the unit. *** informed me that he will have the work order re-authorized and call the homeowner to schedule an appointment for installation. On 5/30/23 I spoke with ****************** and informed him of the process and informed him that his service fee of $100 will be reimbursed and he was happy to receive my call to help resolve his issues. On 5/30/23 paperwork was submitted for refund of his service fee in the amount of $100 for the work order created on 4/24/23; please allow ***** business days for processing, payment will be credited back to the original method of payment. On 5/30/23 paperwork was submitted to waive his service fee in the amount of $100 for the work order created on 4/27/23; please allow ***** business days for processing. 
  
   
  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 response

  05/31/2023

   
  Date Sent: 5/25/2023 11:19:30 PM
  

  We filed a claim to have our guest house water heater fixed on April 24, 2023. 
  WE HAVE NOT HAD HOT WATER IN THIS BUILDING FOR ONE MONTH!!!
  American Home Shield hired a plumber to fix or replace the hot water heater and as of May 25th, we have not heard from the vender assigned by American Home Shield, which is ****************** *** ************ for ever three weeks.  I have phone records that show they have not called us back, even though we have left two messages last week, and many other messages in prior weeks.
  We insist that either American Home Shield fix or replace this hot water heater, as they promised in their response to you, by Tuesday, May 30th or authorize us to hire our own local plumber to take care of the problem by the end of business on May 30.
  No one should have to go a month with no hot water and there is no excuse for this completely abysmal lack of service performed by American Home Shields choice of a plumber.
  Please respond by email: *********************** as soon as possible. 
  We had a call making lots of promised two weeks ago, but still no service.  We need your response to be in writing, as your company has not yet performed as promised in our contract.
  

  Thank you,
  ******* and ***********************
  *************************************************************************

  
  

  Customer response

  05/31/2023

  Dear BBB and American Home Shield:
  We have NOT declined the offer by Ms. **** which was sent yesterday and which she discussed with us by phone.  Her focus on service is very much appreciated and we accept her resolution, of us paying $253 to the plumber, when he comes to our house.

  We got a text today from American Home Shield saying that their plumber will come on June 6th.  We hoped they would come this week, given the time we have waited and because we will be out of state next week.

  I Replied to the text asking for the plumber to come on June 1 or 2 and if that is not possible, then on June 11 or 12, when we will be here.  Perhaps Ms. *** can help with getting the plumber to agree to come one of these dates?

  Again, we appreciate talking to Ms. *** and that she is helping to resolve the issues, as soon as possible.

  Sincerely,

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

   

  

  Business response

  06/07/2023

  June 7, 2023 
   
   
  *******************;
  ************************************************************** 
  
   
   
  RE: ******************************, AHS Plan No.601002908, BBB Complaint Case No. 20033767 
    
  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.   
   
  Per our records, ****************** has an appointment scheduled for installation for 6/12/23, with ******************. If ****************** is not able to keep that appointment, he can reach the technician at ************. If he has any other questions or concerns, he can reach us a t800.776.4663. 
    
  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 response

  06/07/2023

  Thank you for confirming June 12, Monday as being when your plumber will install the new hot water heater.  Can you confirm we pay the plumber directly $253 ?  Thank you.

  Customer response

  06/07/2023

   
  Date Sent: 6/7/2023 3:00:05 PM
  Thank you for confirming June 12, Monday as being when your plumber will install the new hot water heater.  Can you confirm we pay the plumber directly $253 ?  Thank you.

  Customer response

  06/12/2023

  We have not had a working hot water heater and have been waiting for American Home Shield to fix or replace it since April.

  Today the plumber they hired, Criteran Plumbing, was supposed to install a new water heater.  But they called to say that they just noticed that the hot water tank that American Home Shield had sent to them was the incorrect size--this is nearly unbelievable, since we told the agent and the plumbers that we needed an LPG "shorty" 30 gallon water heater over a month ago. 

  Of course we had arranged to be home today meet the plumbers and we are very disappointed to still have no water heater.

  If American Home Shield cannot send the correct part and have it installed after over SIX WEEKS, then they should make an offer of the value of what they were going to pay for the parts and labor to us and allow us to directly hire a local plumber who will actually get the part installed, immediately.

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

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

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

  

  Business response

  06/15/2023

  June 15, 2023
  
  
  
  
  *********
  BBB of the Mid-South
  *******************************
  *******, ** *****
  
  RE: *****************************, AHS Plan No.601002908,BBB Complaint Case No. ********
  
  Dear Ms. ****
  
  Thank you for making us 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.
  
  We apologize for the miscommunication and inconvenience you have experienced. In this situation, and as a valued member of American Home Shield,we can offer ***************************** cash in lieu (***) in accordance with section A.5.c. of your Plan Agreement In some instances, AHS may offer you the option of accepting cash-in-lieu of repair or replacement services. This amount offered is based on what AHS would expect to pay (which is substantially less than retail cost) for parts and labor for covered items less the incurred cost of the contractors diagnosis. AHS is not obliged to extend such an offer and you are under no obligation to accept such an offer. If you accept such an offer, you are required to repair the item or provide a new replacement and send acceptable proof of your actual itemized costs to AHS before any reimbursement amount will be paid.  The *** offer is $2,443.60.
  
  The plan holder is welcome to confirm on this complaint if they would like to proceed with the cash in lieu offer in accordance with the provisions of the warranty plan.
  
  Sincerely,
  
  ******************
  
  American Home Shield Corporation

  Customer response

  06/16/2023

  Dear American Home Shield:
  We accept the offer If you accept to find new replacement and send acceptable proof of your actual
  itemized costs to AHS before any reimbursement amount will be paid.  The *** offer is $2,443.60. 

  Could you please give us the email where we send this proof and the name of a responsible AHS person who will assure that the payment is made to us?

  With kind regareds,

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

  Customer response

  06/16/2023

   
  

  From the CONSUMER:

  Sent 6/16/2023 11:52:59 AM

  Dear American Home Shield:
  We accept the offer If you accept to find new replacement and send acceptable proof of your actual
  itemized costs to AHS before any reimbursement amount will be paid.  The *** offer is $2,443.60. 

  Could you please give us the email where we send this proof and the name of a responsible AHS person who will assure that the payment is made to us?

  With kind regareds,

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

  Customer response

  06/16/2023

  From the CONSUMER:
  Sent 6/16/2023 11:52:59 AM
  
  Dear American Home Shield:
  We accept the offer If you accept to find new replacement and send acceptable proof of your actual
  itemized costs to AHS before any reimbursement amount will be paid.  The *** offer is $2,443.60. 

  QUESTIONS:

  1) Is it possible for us to install a tankless water heater using this offer of $2443.60?  A plumber has suggested that would be better than a new 30 gallon tank.
  2) Could you please give us the email where we send this proof and the name of a responsible AHS person who will assure that the payment is made to us?
  With kind regareds,
  *****************************

  Customer response

  06/21/2023

  Please see message sent on June 16th....we have not yet gotten a reply.....thank you....

   

  From the CONSUMER:
  Sent 6/16/2023 11:52:59 AM
  
  Dear American Home Shield:
  We accept your offer, "...to find new replacement and send acceptable proof of your actual
  itemized costs to AHS before any reimbursement amount will be paid.  The *** offer is $2,443.60."
  QUESTIONS:
  1) Is it possible for us to install a tankless water heater using this offer of $2443.60?  A plumber has suggested that would be better than a new 30 gallon tank.
  2) Could you please give us the email where we send this proof and the name of a responsible AHS person who will assure that the payment is made to us?
  With kind regareds,
  *****************************

  

  Business response

  06/22/2023

  June 22, 2023
  
  
  
  
  *********
  BBB of the Mid-South
  *******************************
  *******, ** *****
  
  RE: *****************************, AHS Plan No.601002908,BBB Complaint Case No. 20033767             
  
  Dear Ms. ****
  
  AHS is in receipt of ******************************* acceptance of the *** offer of $2,443.60. The invoice can be uploaded directly to the BBB website for processing.Once I receive the paid invoice, I will process the check.  It can take ***** business days to receive once processed.
  
  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 of **********, Inc. 

  Customer response

  06/26/2023

  Dear AHS ******************:
  Thank you for your message. 

  We believe that a hot water heater will be delivered on June 28 and installed on June 30.  Once it is installed, we will submit documentation via this BBB site, as you suggested.

  
  Appreciatively,

  ******* and ***********************
  

  Customer response

  07/03/2023

  Please see the receipts for the hot water heater, which I transported from the store, and for the installation by "First Class Water Heater plumbers", completed on June 30, 2023.

  The total cost is substancially less than the amount authorized by the company (over $800 less).

  Please send a check for $1611.98 to *****************************, **************************************************************************

  Thank you.
  

  Customer response

  07/06/2023

   
  

  Please see the receipts for the hot water heater, which I transported from the store, and for the installation by "First Class Water Heater plumbers", completed on June 30, 2023.

  The total cost is substancially less than the amount authorized by the company (over $800 less).

  Please send a check for $1611.98 to *****************************, **************************************************************************

  Thank you.

  

  Business response

  07/11/2023

  July 11, 2023
  
  
  
  
  *********
  BBB of the Mid-South
  *******************************
  *******, ** *****
  
  RE: *****************************, AHS Plan No.601002908,BBB Complaint Case No. 20033767                   
  
  Dear Ms. ****
  
  AHS is in receipt of the paid invoice for the water heater replacement.  On July 10, 2023, AHS processed the reimbursement for $1,611.98.  The plan holder will receive the check within ***** business days.
  
  Sincerely,
  
  ******************
  
  American Home Shield of **********, Inc. 

  Customer response

  07/12/2023

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

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

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

  **********, ** 95472

  
  

• Initial Complaint

  05/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I requested service for my pool heater , American home shield refused to cover the repairs stating too much chemicals , pool heater is more than 10 years old , I have a salt cell which means I dont add chemicals to my pool , also I have the technician on the camera never tested pool water , American home shield trying to fix pool heater by stating this excuse , pool heater need to be covered or money paid to them for past 5 years need to be refunded

  

  Business response

  05/16/2023

  May 16, 2023
  
  
  
  
  *************************************
  BBB of the Mid-South
  3693 *************
  *******, ** *****
  
  RE: *********************; AHS Plan No. ********* ;BBB Case No. 20022265             
  
  Dear *************************************:
  
  American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint.  Your letter has been forwarded to me for review and response.
  
  We truly appreciate the valuable feedback from ********************* and for allowing us the opportunity to assist with bringing the pool heater service request to a resolution.  According to our records, the pool heater service request was placed on April 26, 2023.  The vendor, ****** Pool Supply reported harsh levels of chemicals and low PH in the pool/spa water have destroyed the copper in the heat exchange. The heater is now beyond repair and needs to be replaced.
  
  Section A.2. of the warranty provides Coverage under this contract includes normal wear and tear malfunctions during the contract term (as defined in Section B); therefore the claim was denied.  On May 16, 2023, AHS dispatched a second opinion to Flawless Pool Service.  AHS relies on the diagnosis from our licensed technicians to determine the course of action for the repair or replacement of a covered item.  Once the diagnosis is received from the second opinion vendor, AHS will advise the plan holder further as to its position.
  
  Thank you for your consideration.
  
  Sincerely,
  
  ******************
  American Home Shield of **********, Inc. 

  Customer response

  05/16/2023

   
  Complaint: 20022265
  
  I am rejecting this response because:

  pool Heater main part was replaced 4 years Ago , I included a picture that shows pool heater have no rust and in a good Condition

  i informed Ahs that I have a salt cell and that I dont put Chemicals in My pool , Ahs stated too much Chemicals to get rid of warranty without knowing my pool Condition , the reason I called was for no power going to heater which have no relation of Chemicals , I also called another Technician and he was able to rewire the pool heater and turned on , but mention that igniter need to be replaced 

  Thanks
  
  Sincerely,
  
  *********************

  

  Business response

  05/24/2023

  May 24, 2023
  
  
  
  
  *************************************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: *********************; AHS Plan No. ********* ;BBB Case No. 20022265            
  
  Dear *************************************:
  
  We have reviewed the diagnosis from the second opinion and the coverage decision stands.  Flawless Pool Service reported the heater does not heat due to shorted igniter.  However, it would not be a good repair due to extensive corrosion caused by water exposure from sprinklers and lack of proper foundation. The pool heater was resting on dirt, which has allowed the heater to get consistent water damage.  Per Section A.2. of your Plan Agreement coverage under this contract includes normal wear and tear malfunctions during the contract term (as defined in Section B). 
  
  Although not obligated, in an attempt to resolve this matter amicably, AHS has agreed to reimburse the plan holder up to $500.00.  AHS request the plan holder confirm their acceptance of this offer and provide their proper mailing address.  Alternatively, the plan holder may email the requested information directly to ************************************************************ for processing.  AHS will await the requested information.
  Sincerely,
  
  ******************
  
  American Home Shield Corporation

  Customer response

  06/02/2023

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

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

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

  , ** 92880

  
  

  

  Business response

  06/07/2023

  June 7, 2023
  
  
  
  
  *************************************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: *********************; AHS Plan No. ********* ;BBB Complaint No. 20022265           
  
  Dear *************************************:
  
  Thank you for making ** aware of ********************* 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.
  
  On June 7, 2023, AHS processed the check for $500.00.  ********************* can expect to receive it within ***** business days. This matter is considered resolved.
  
  Thank you for your consideration.
  
  Sincerely,
  
  ******************
  
  American Home Shield Corporation

• Initial Complaint

  05/03/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  April 18, 2023 $94.82 monthly fee Contract Number:616728448 Agent *** called me to speak with the contract department concerning upgrading my contract to Platinum due no one called back in December as stated in several phone calls. The agent stated she upgraded my contract to the Platinum but never received an email with the new Platinum contract. Call back and the agent advise my contact was cancel due selling my home. I advised her that's the wrong information, all I spoke with the agent was about to upgrade. Contract cancelled by AHS in error, asked for a supervisor to pull the call and call with an update as of 05/03, 2023, I have called twice and was told by Agent ******* that the request was not sent for escalation and I had to get a new contract due AHS Agent cancel the contract and it could not be reinstated. The new contract can not be started for 30 days for their mistake. The two work orders was submitted on Contract Number:616728448, tech came out for repair, information sent in but has not been contacted on the details:Dispatch: #********* Requested: 04/16/23 Dispatch:04/26/2023 Status Service Appointment: Pending

  

  Business response

  05/16/2023

  Date: *** 16,2023
  
  
  *************************************
  BBB of the Mid-South 
  ************************************;
  *******,** 38125 
  
  
  RE: ************************************; AHS Plan No.59245538;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. 
  
  
  Thank you for the opportunity to assist ***************************** with her complaint. We hate to hear that her experience with us has been less than satisfactory. Once a contract is cancelled, AHS is unable to reinstate a cancelled contract. **** assured her voice has been heard and feedback has been submitted on her behalf.
  
  Records show that a service request for the dishwasher and washer was placed on 04/16/2023 and assigned to ****** Appliance LLC for service. The vendor reported to AHS that the washer motor shorted out causing the unit to not work. Due to the part no longer being available, the dishwasher was placed into replacement options and **************************** was sent the available options for the dishwasher replacement.
  
  The technician advised AHS that the control board needed to be replaced. AHS authorized the replacement of the control board and the part was ordered with an estimated date of arrival of 05/08/2023. The vendor has confirmed that the part was received, and they will be contacting ***************************** to schedule a return visit to the home to install the part and complete the washer repair.
  
  
  Sincerely,
  Schawanna B.
  American Home Shield Corporation

  Customer response

  05/17/2023

  Hi, I am working on ordering the replacement dishwasher, per the notes in the account the part for the washer machine has been ordered. As of 05/17/2023 has contacted me concerning the issue with my contract being cancelled. I would like to keep the complaint open until all issue has been resolved. 

*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. ↩