ComplaintsforAmerican Home Shield

• 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. 

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a very expensive plan through American Home Shield. Included in my plan is roof leak coverage up to a certain value. I put in a claim to have a leak repaired when I noticed it in January. The assigned contractor (Modern Roofing)) arrived early February to check the roof. He called 45 mins before the appointment and asked if he needed a ladder to inspect. Seemed like a weird question but okay. He leaves and says he will contact AHS and get started. I called him 2 weeks later and asked what was going on, he said that I needed to contact AHS. I called AHS and they then called the contractor. This has been going on for 4 months. I have called AHS no less that 12 times for resolution. Each time, they call the contractor and he comes up with a different excuse. I asked them to send a different contractor seeing that even AHS can't get him to answer the phone anymore either. The last 3 phone calls have been AHS saying that they can't reach the contractor and they are escalating it for resolution. The exact same message all three times. I am beyond frustrated. They say each time I will hear back within ***** hours. I haven't received a call at the promised time yet. I am really tired of being jerked around by this company.

  

  Business response

  05/15/2023

  May 15, 2023
  
  
  
  
  *************************************
  BBB of the Mid-South
  3693 *************
  *******, ** *****
  
  RE: ***********************************; AHS Plan No.  615789258 ; BBB Case No. 20011348             
  
  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 roof leaks service request to a resolution. According to our records, the roof service request was placed on January 22, 2023.  The vendor, Modern Roofing reported that there was a previous repair completed & more shingles needed to be replaced.  After several attempts,there has been no response from the vendor.
  
  On May 15, 2023, AHS transferred the vendor and can offer outside authorization.    The plan holder can obtain a vendor of their choice who is licensed & insured in their respective state.  The independent contractor will need to contact AHS directly with a diagnosis & estimate before any repairs/replacements are made to ensure proper reimbursement.  A full list of guidelines to include the vendors not to use will has been sent directly to *************************************** email address on file.  The plan holder is welcome to confirm this complaint if they would like to move forward with outside authorization.
  
  Thank you for your consideration.
  
  
  
  
  Sincerely,
  
  ******************
  American Home Shield Corporation

  Customer response

  05/16/2023

   
  Complaint: 20011348
  
  I am rejecting this response because:

  I have contacted multiple contractors in my area and a lot of them have a very similar response when I ask about American Home Shield (AHS).   The majority state that AHS does not pay its bills and they have thousands of dollars worth of outstanding invoices that the work is complete, but they have not been paid for.  When going with an outside vendor that means that the money for the repair comes out of my pocket, then at some point AHS will review and reimburse me.  If there are contractors out there that are not getting paid, what chance do I have of getting paid back?  To offer a service and not have any contractors to fulfill that service seems very misleading.  I will try again to get a contractor to do the work to repair my roof, then see if they are willing to be paid directly by AHS, or be reimbursed by AHS if/when I pay out of pocket.

  One of the major problems I have and as I stated in the original complaint was AHS not responding or calling when they said that they were going to.  As stated in their contract, they promise to call back within ***** hours, but have yet to do so.  I was told this week that they were going to call back on Tuesday, but I received a call from them on that following Saturday night at 5pm.  The phone is in my hand, it rings once and when I go to answer, they have already hung up.  This customer ********************** is absolutely terrible.  This issue has not been addressed even though it has gone to their escalation team several times.  The only answer they have is to have me do the leg work to find a contractor.  When I have found a contractor and provided them with the information for the company that is currently doing business with AHS, they don't contact them even though they tell me that they did.  I provided the same contractor information to them 5 different times.  When I called about an issue on another property that I own that needed the same work, they assigned the contractor THAT I HAD SENT THEM for my other property, even though they said that their team couldn't get in contact with them. 

  I would really like to see something from AHS that proves that they value me as a customer, not just making excuses.  The individual that is responsible for recruiting contractors in my area does not contact any company to add them to the dispatch list.  Whoever is in charge of this area, really needs to review what they are actually doing in the Four Corners region and see if they are actually doing the job they are contracted to accomplish.  This is really stressful to constantly have to call a company dozens of times to get things fixed, when I hired them to provide peace of mind.  

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

  

  Business response

  05/23/2023

  May 23, 2023
  
  
  
  
  *************************************
  BBB of the Mid-South
  3693 *************
  *******, ** 38125
  
  RE: ***********************************; AHS Plan No.  615789258 ; BBB Case No. 20011348            
  
  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. 
  
  The vendors give ** a list of zip codes that they service, however, often when that list changes they fail to let ** know. This causes unnecessary delays for the customer.  While an apology will regrettably not alter the outcome of your experience on this occasion, we do extend it with all sincerity.
  
  As per the contract, we will reimburse up to the contract limit of $1,500.00 for roof repairs.  To move forward, AHS will need an invoice or estimate first.  Please upload directly to the BBB website for review.
  
  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

  Customer response

  06/23/2023

   
  Complaint: 20011348
  
  I am rejecting this response because:

  I have contacted AHS and have tried to complete the invoice estimate for roof repairs. I was told that nothing could be done because it is " currently in legal". I was told that the Field manager was reviewing this and trying to find a contractor. I was also told that I refused outside authorization  What I said was I preferred AHS to find a contractor, but as a last resort would find one myself. I have found two roofing contractors that will provide estimates. One(Basin Roofers) is an AHS vendor that would be willing to bill AHS directly. The other (Magic Roofing) said they would be willing to do the same. I have received no communication from the AHS company even though they promise a call or email within 48 hrs. I have called them ***** times and each time the representative says "rest assured, you will be receiving a call back within ***** hours."   I would like some communication with someone from this company with the ability to do something about this dispatch.  So far every person I have spoken to cannot do anything except put notes in their system. 

  I wish this was a better customer experience, but I feel that nothing is being done and that I as a customer are being ignored.  My roof has been leaking since we noticed the leak in January. It is now causing mold in the wall that is a health problem. I have contacted a mold remediation company and they have stated it will take over $1000 to clean up the mold now in the wall. This is more than inconvenient, it is dangerous.

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

  

  Business response

  06/30/2023

  June 30, 2023
  
  
  
  
  
  *************************************
  BBB of the Mid-South
  *************************************************************
  
  RE: ***********************************; AHS Plan No.  615789258 ; BBB Case No. 20011348           
  
  Dear *************************************:
  
  After further review, it is found that AHS has previously and accurately advised *********************************** as it pertains to the roof.
  
  To move forward, AHS will need an invoice or estimate first.  Please upload directly to the BBB website for review.  When I have received and reviewed the requested information, you will be further advised of AHS position. 
  
  Sincerely,
  
  ******************
  
  American Home Shield Corporation

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called American Home shield on 0427/2023 to request service. The electrical panel to my home continuously is blowing out. This left me without power entirely. During my call with a rep for AHS, I informed them that I have advanced MS and required tempeture control environment and medical equipment that needed to have access to electricity. Additionally, my food was going to spoil and countless other issues stemming from the power outage. AHS stated 05/02/2023 would be the soonest they could come. On 04/29/2023. I became concerned about the safety of the panel itself. I called an electrician out and was informed that the panel was a fire hazard. I called AHS back and said I was not doing well physically and that now my dwelling had become a fire hazard. I have documentation from the electrician as well as my physician to confirm the facts stated above. 05/01/2023 called AHS and spoke with employe id # ******* and id # ***** provided them with an updated them once again that my well-being due to illness, no food, or electricity and the fire hazard. Once again was told nothing could be done to expedite my serves and that they were within the rights to not expedite my service and that I would simple have to wait it out.

  

  Business response

  05/15/2023

  Date: *** 15,2023
  
  
  *******************;
  BBB of the Mid-South 
  ************************************;
  *******,** 38125 
  
  
  RE: *****************************; AHS Plan No.625631368; BBB Case No. 20003191
  
  Dear Ms. **************************************** (AHS) is in receipt of your letter advising of the above referenced complaint.  Your letter has been forwarded to me for review and response.
  Thank you for the opportunity to assist ****************** with her complaint. We hate to hear that her interactions with us were less than satisfactory. **** assured her voice has been heard and feedback has been submitted on her behalf.
  I have reviewed AHS records and found that the service request was assigned to ******************* for service. The vendor reported the diagnosis to AHS,advising that the member hired a technician to replace one twin double 20a breaker and that he found the subpanel with no power at all. The technician advised that the electrical pedestal has a problem which will need the management to check the problem, but he noticed that the replaced breaker was a used old breaker that has water damage and was rusted from the inside. The technician also advised that the 60a subpanel is overloaded and is a pre-existing condition.
  The repairs were denied as the contract does not cover pre-existing conditions that occurred before the start of the contract and could have been detected by a simple mechanical test.
  As a courtesy, AHS will reimburse the $125 trade service fee. ****************** will receive the reimbursement back to the original payment method in ***** business days.
  
  Sincerely,
  Schawanna B.
  American Home Shield of **********, ****  

• Initial Complaint

  05/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have tried to cancel my service with American Home Shield many times. My first attempt I was transferred to someone to cancel my service, after over 20 minutes on hold I was hung up on. I finally got a hold of someone on April 3rd, 2023, they assured me my service would be canceled and that I would receive a credit due to unsuccessfully trying to cancel previously. I received an email yesterday telling me my bill was overdue. I am currently on hold trying to cancel again, I have been on hold for over 15 minutes at this point and have no faith that they will cancel my plan.

  

  Business response

  05/06/2023

  May 6, 2023
  
  
  *************************************
  BBB of the Mid-South
  *************************************************************
  
  RE: ******* &***************************; AHS Plan No. *********; BBB Case No. 20002764
  
  Dear **************************:
  
  American Home Shield ("AHS") is in receipt of your letter advising of the above referenced complaint.  Your letter has been forwarded to me for review and response.
  
  I have reviewed AHS records regarding this matter.  AHS does apologize for the plan holders frustrations regarding the matter.  On May 1, 2023, the plan holder reviewed this matter directly with an AHS Representative. The warranty plan was cancelled per the plan holders request, and back dated to the requested date of March 14, 2023. 
  
  Thank you for your consideration.
  
  Sincerely,
  
  ****************
  American Home Shield Corporation

• Initial Complaint

  04/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called to cancel my account and The representative informed me that they would wave my April payment if I kept my contract so I agreed however they charged my account for ***** they need to learn to say what they mean and mean what they say

  

  Business response

  05/10/2023

  Date:May 10, 2023
  
  
  ***************************
  BBB of the Mid-South 
  ************************************;
  *******, ** 38125 
  
  RE: ***********************; AHS Plan No.613657758;BBB Case No. 20000199
  
  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. I reviewed AHS records and found that **************** contacted AHS to cancel the contract on 04/28/2023. As an incentive to keep the contract, *************** was offered a 1-month premium concession and a trade service fee coupon.Due to ****************** premium due date being the 30th of the month the concession did not process in time to be applied to Aprils premium and was applied to **** premium. The concession has been applied and **************** does not have a contract premium due until 06/30/2023.
  
  Sincerely,
  Schawanna B.
  American Home Shield of ********, Inc. 

• Initial Complaint

  04/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called HSA Home Warranty on January 11th 2023 to cancel my contract for the upcoming year, I did not want to renew in February. However I have been charged each month since, even more than what I was charged the previous year. I would like my contract cancelled as I was told it would be when I called and I want my money back for February, March, and April. I was told when I called that my credit card information would be removed and that I was not going to be charged any more.

  

  Business response

  05/06/2023

  May 6, 2023
  
  
  *************************************
  BBB of the Mid-South
  *************************************************************
  
  RE: ***********************; HSA Plan No. *********; BBB Case No. 19999826
  
  Dear *************************:
  
  Home Security of ******* ("HSA") 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 HSAs records regarding this matter.  HSA does apologize for the plan holders frustrations regarding this matter.  The plan holders renewal warranty plan has been cancelled and back dated to the effective date of February 27, 2023.  HSA agrees to reimburse the full $251.97 paid for this renewal warranty plan.  The plan holder should expect that reimbursement within 10 to 14 business days.
  
  Thank you for your consideration.
  
  Sincerely,
  
  ****************
  Home Security of *******, ****

• Initial Complaint

  04/29/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  American Homeshield was supposed to refund me two payments of ***** with in 10 days and I have only received one in the photos attached . They said give it time but its past the allotted time. I have been fighting with them for months and I just want what they say they will do. Attached is All the information. Missing is the additional payment of *****

  

  Business response

  05/10/2023

  Date:May 10, 2023
  
  
  ***************************
  BBB of the Mid-South 
  ************************************;
  *******, ** 38125 
  
  
  RE: *********************************; AHS Plan No.613399728; BBB Case No. 19999071
  
  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. I have reviewed AHS records and find that the proper paperwork was submitted for the reimbursements, however records show that only one payment was reversed back to the original payment method. I have resubmitted the reimbursement request for $84.99. ******************** should allow ***** business days to receive the reimbursement.
  
  Sincerely,
  American Home Shield Corporation  

  Customer response

  05/10/2023

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

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

  227 ***********

  **********, ** 36067

  
  

• Initial Complaint

  04/29/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  AHS is only willing to pay a fraction of the repair costs for our **. Previously we had settled for a cash out payment with our water heater, the payment was made prior to the repair. They refuse to pay a cash out deal prior to this repair because it isnt plumbing. If we we go on a payment plan with a contractor to replace the ** they refuse to pay anything at all,

  

  Business response

  05/06/2023

  May 6, 2023
  
  
  *************************************
  BBB of the Mid-South
  *******************************
  *******, ** 38125
  
  RE: *****************************; AHS Plan No. *********; BBB Case No. 19998654
  
  Dear **************************:
  
  American Home Shield ("AHS") is in receipt of your letter advising of the above referenced complaint.  Your letter has been forwarded to me for review and response.
  
  I have reviewed AHS records regarding this matter.  AHS does apologize for the plan holders frustrations regarding this matter.  Although not obligated, AHS has agreed to process the cash in lieu offer ($1,075.00) prior to receiving the paid invoice.  AHS request the plan holder confirm their proper mailing address on this complaint, and the check will be processed.
  
  Thank you for your consideration.
  
  Sincerely,
  
  ****************
  American Home Shield Corporation

  Customer response

  05/07/2023

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

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

  28 *******

  ********************, ** 63303

  
  

• Initial Complaint

  04/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Absolutely HORRIBLE CUSTOMER **********************!!! NEVER SENT OUT A SERVICE TECHNICIAN FOR MY TICKET AND THEN TOLD ME IT WAS CANCELLED AND I'D NEED TO SUBMIT ANOTHER ONE

  

  Business response

  05/11/2023

  Date: *** 11,2023
  
  
  *************************************
  BBB of the Mid-South 
  ************************************;
  *******,** 38125 
  
  
  RE: *****************************; AHS Plan No.; BBB Case No. 19996143
  
  Dear **************************: 
  
  American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint.  Your letter has been forwarded to me for review and response. 
  
  I was unable to locate a contract with the property address or phone number listed on the complaint. If ****************** could please provide the contract number, property address and or phone number associated with the account so that I can better assist her with her complaint.
  
  Sincerely,
  Schawanna B.
  American Home Shield of *******, Inc. 

• Initial Complaint

  04/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Monday, April 24th I had someone come out and look at my refrigerator. The technician stated AHS would have to replace my refrigerator because the freezer door was not longer made by the manufacturer and it could not be replaced. I googled the information and found the same thing on the Whirlpool website. It states "this part is no longer being manufactured and cannot be ordered" However, I am told by AHS it will take a minimum of 72 hours for AHS to make that determination, then it will take another ******************************** Meanwhile I am without a working freezer with a frozen chunk of ice dethawing on the floor of my kitchen. I can't move the refrigerator outside because I do not have anywhere to plug it up and I will lose all of the food in my refrigerator. It's as if AHS never wants to fulfill their end of the contract when it comes to replacement. They want to make it as inconvenient as possible for the customer so they give up and go buy a refrigerator. This is not the first time I have been screwed over by AHS on a claim. All I want is for them to get me a new refrigerator as diagnosed by the technician. I will also add customer ********************** is so rude. I ask a question and they say "yeah" not even yes ma'am. They tell me they are a supervisor when I hear them speaking in a call center. It is ridiculous that you can't get a real person on the phone when you have an issue. The "supervisor" ****** is the rudest person I have ever dealt with. Please just get me my new refrigerator as soon as possible. It is ridiculous I will have to wait over a week before it is even ordered.

  

  Business response

  05/04/2023

  May 4, 2023
  
  *********
  BBB Serving the Mid-South
  ************************************************************
  
  RE:         ***************************, AHS Plan No. 620992098;BBB Case No. ********
  
  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.
  
  On April 24, 2023, a service request was placed for a refrigerator/ice maker and Books Appliance Repair was dispatched to diagnose any problems.  On April 27, 2023, it was reported to AHS that replacement parts were no longer available and AHS authorized the replacement of the refrigerator.  ************ may contact AHS ********************* directly at ************** should any further assistance be required with respect to the refrigerator replacement.
  
  Thank you for your consideration.
  
  Sincerely,
  AMERICAN HOME SHIELD CORPORATION
  
  
  
  ********************;
  Claims Resolution Specialist 
  ******************************************************************************
  Fax:************ 
  Email: ************************************************************

  Customer response

  05/04/2023

   
  Complaint: 19989660
  
  I am rejecting this response because: When you call the phone number you get a call center person that barely speaks English. They cant give you any information other than wait 10 to 14 days. I still dont have a new refrigerator. It has now been one week since my freezer door was cut off. No one seems to know when it will be received. I hope you never have to go 2 weeks without a freezer.

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

  Customer response

  05/04/2023

   
  Complaint: 19989660
  
  I am rejecting this response because: When you call the phone number you get a call center person that barely speaks English. They cant give you any information other than wait 10 to 14 days. I still dont have a new refrigerator. It has now been one week since my freezer door was cut off. No one seems to know when it will be received. I hope you never have to go 2 weeks without a freezer.

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

  

  Business response

  05/08/2023

  May 8, 2023
  
  *********
  BBB Serving the Mid-South
  ************************************************************
  
  RE:         ***************************, AHS Plan No. 620992098;BBB Case No. ********
  
  Dear Ms. ********************************** (AHS) is in receipt of your letter enclosing additional correspondence from *********************
  
  As previously stated, AHS authorized the replacement of the refrigerator/ice maker on April 27, 2023, as replacement parts were no longer available.  On April 27, 2023, ************ accepted the replacement refrigerator that AHS ********************* offered (GNE27JYMFS)and the replacement refrigerator was ordered with an estimated arrival date of May 8, 2023.  Should ************ require any further assistance will respect to the refrigerator replacement, she may contact AHS ********************* directly at **************.
  
  Thank you for your consideration.
  
  Sincerely,
  AMERICAN HOME SHIELD CORPORATION
  
  
  
  ********************;
  Claims Resolution Specialist 
  ******************************************************************************
  Fax:************ 
  Email: ************************************************************ 

*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. ↩