ComplaintsforAmerican Home Shield

• Initial Complaint

  04/26/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My washing machine broke on April 9, 2023. An AHS vendor responded to my home and I paid the $150 service fee. AHS said that my washing machine was not covered because of misuse. I disputed that and they sent another vendor who said that it was a part that needed replaced and not misuse. To this date 4/26/23, my machine is still broken and no one has come out. I bought a new machine and they offered a cash out, then refused to cash me out. I asked them to cancel my contract because they are not fixing my machine and they want me to pay a cancellation fee. I want the money back that I have paid them for the service fee and the service contract that they failed to provide service on.

  

  Business response

  05/06/2023

  May 6, 2023
  
  
  ***************************
  BBB of the Mid-South
  *******************************
  *******, ** 38125
  
  RE: ***************************************; AHS Plan No. *********; BBB Case No. 19987610
  
  Dear ********************:
  
  American Home Shield ("AHS") is in receipt of your letter advising of the above referenced complaint.  Your letter has been forwarded to me for review and response.
  
  I have reviewed AHS records regarding this matter.  On April 26,2023, AHS was advised the plan holder wanted a cash in lieu of AHS cost to repair the washer, instead of having it repaired.  On April 30, 2023, AHS offered our cost of the repair ($169.98).  On May 4, 2023, a check (# ********) in the amount of $169.98 was released by AHS.  The plan holder should expect to receive that check within 8 to 12 business days.  Although not liable to do so, AHS has agreed to reimburse the $125 trade service call fee paid for this service request.  The plan holder can expect to receive that reimbursement within 10 to 14 business days.
  
  On April 26, 2023, the plan holder requested to cancel the warranty plan. The warranty plan was cancelled per their request, and in accordance with the provisions of the warranty plan. Therefore, the plan holder is responsible to the administrative fee.  Although not obligated, AHS has agreed to waive the remaining balance due on the warranty plan ($9.61).  The plan holder *** disregard any ******** that *** cross via mail and/or email regarding that cost.  AHS will not comply with the plan holders demand to reimburse the rightfully due contract cost paid for the duration of the active warranty plan.
  
  Thank you for your consideration.
  
  Sincerely,
  
  ****************
  American Home Shield Corporation

• Initial Complaint

  04/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  AHS is a home warranty product. I have been a customer since 2016. I opened a new claim for a leaking pipe in my shower on 4/15/2023, and paid my $100 Deductible. AHS assigned ********************* who was scheduled to come out to my home on 4/20/2023. ********************* called 4/19/2023 to say the assigned plumber in my area had a family emergency and needed to be rescheduled. They rescheduled for 4/25/2023 between 8am and 12pm. After 4 calls to *********************, their dispatch advised they contacted American Home Shield to advise they do not cover my area. When I logged into the www.ahs.com website on 4/25/2023, it said they were assigning a provider. It is now the end of the day on 4/26/2023 and no provider has been assigned. I called American Home Shield at both the toll free numbers on the website and in my contract. Their IVR states "press 1" for the status of a claim. The next menu does not provide any way to check the status or request to speak to someone. It says press 1 for payments, press 2 if you are a realtor or selling/buying a home, press 3 to update coverage or cancel. I chose # 3 to get someone one the phone. I explained, this situation, also relaying this happened on my last plumbing claim which required a BBB complaint to resolve over a 30+ day period. The representative verified my information and then repeated exactly what I had said about the website note "assigning a provider." After repeating this needed to be escalated several times and the rep not understanding, I asked for a supervisor. The *** rep asked me to hold while he noted the account and then he would transfer me to a Supervisor. After several minutes holding, the representative returned and said there were no supervisors available and I would receive a call back in 24 hours. I would like some urgency and response. A leaking pipe can cause additional damage to my home that AHS will not cover. If I need to find a plumber, pay, and submit for full reimbursement, I am willing to do that.

  

  Business response

  05/08/2023

  Date: *** 8,2023
  
  
  *******************;
  BBB of the Mid-South 
  ************************************;
  *******,** 38125 
  
  
  RE: *********************************; AHS Plan No.612850808; BBB Case No. 19987005
  
  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 his complaint. I have reviewed AHS records and found that the service request was assigned to Rice Plumbing on 05/05/2023 and the vendor will contact ************************** directly to schedule an appointment or he can contact the vendor at ************.
  
  As a courtesy, AHS will reimburse the $100 trade service fee. ************************** will receive the reimbursement back to the original payment method in ***** business days.
  
  Sincerely,
  American Home Shield Corporation  

• Initial Complaint

  04/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This particular ** unit has been service by AHS Technicians several times in which I am now seeking a permanent solution to this ongoing problem with no more patch jobs. On 04/20/23, AHS was called again to work on the ** unit after their contractor had supposedly diagnosed a bad motor and circuit board in which he replaced. On 04/21/23, Dunway Construction HV** was emailed for a submittal of their findings in order for AHS to authorize a second opinion since the initial diagnosis and repairs didnt solve the problem.On 04/21/23, Dunway HV** Technician (****) diagnosed a small leak but couldnt find or confirm where it was coming from. He suggested putting 7-9 Lbs of Freon into the unit and adding Stop Leak to patch the leak. He tested the Freon and told me it was at 50. He also, suggested the leak could be from a a value or gasket. The unit gave a message of a power out Error E73. **** left without connecting the ** wire. Tri-County HV** (2nd Opinion) Tech says Stop Leak will only work for units needing LESS than 3Llbs of Freon.A second opinion was rendered by ****** (Tri-County HV**). He didnt find any Freon leaks, or anything around the valves or capillary tube, nor anything with the evaporator coils. He only saw OIL on the condenser coil around the bottom of the unit and he took pictures of this. He recommended replacement of the unit due to the age of the system.**** at corporate says the unit needed refrigerant and I have to pay the cost before they would repair the condenser coil leak. First, this cost is over $500 and more importantly Dunway HV** couldnt hear or see a leak but says the leak is on the inside of the coil. However, they are asking me as the warranty issued homeowner to pay for something that will not permanently solve this problem. ******* with ***************** says she was told by ***************** was not enough to replace the unit and suggests putting 7Lbs of Freon with Stop Leak to repair. Please help me with this matter.

  

  Business response

  05/09/2023

  May 9,2023
  
  *********
  BBB of the Mid-South
  *******************************
  *******, ** 38125
  
  
  RE: *************************; AHS Plan No. *********; BBB Complaint Case No. 19986761
  
  Dear Ms.***:
  
  American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.
  
  Thank you for providing the complaint from ************** regarding the request for his air conditioner;we appreciate being able to address the concern.
  
  AHS has reached out to ******* Construction and HVAC to discuss the matter. The contractor confirmed when out on the original appointment, the refrigerant levels were not low, when returning for the recall, almost all of the refrigerant had leaked out of the system. After performing the authorized leak detection, they found no visible leaks and the system is not making any noises that would indicate a leak. 
  
  Resolving the issue will require recharging the system with refrigerant and leak stop,and replacement of the unit is not required. Section E.1 of the warranty agreement states that AHS will pay up to $10 per pound per occurrence for refrigerant, and the customer is responsible for payment of any costs in excess of $10 per pound. AHS is refunding the $125.00 trade service call fee to the original payment method. Processing will be complete in ***** business days, and Mr. ****** banking institution can confirm receipt and advise when the funds will be applied.
  
  AHS does apologize for any frustration experienced and looks forward to resolving the issue. If there are additional questions or concerns, AHS is available at your convenience.
  
  Thank you for your consideration.
  
  Sincerely,
  
  ******************      
  American Home Shield Corporation

  Customer response

  05/11/2023

   
  Complaint: 19986761
  
  I am rejecting this response because:

  In response to ****************** of AHS statement;

  1. I have an annual HV** inspection contract with ************** Service. An inspection was completed on 3/23/23. The technician indicated that the **** ** unit was in need of a fan motor. He was unable to check Freon levels due to inoperable fan motor. Since I have a home warranty with AHS, I placed a repair order. (SEE ATT**HMENT)

  2. On 3/24/23 Dunway Construction was contracted by AHS to repair ** unit. The technician (****) was informed of the inspection performed by Tri-County and that the **** unit was in need of a fan motor. However, he performed his own inspection and concluded that it was the circuit board needing replacement instead of a fan motor. He was unable to perform Freon levels due to fan motor being inoperable. 

  3. On 4/7/23 Dunway HV** returned and installed a circuit board. However, the ** unit was still not working. After further inspection, he concluded that the fan motor needed to be replaced. 

  4. O 4/7/23 ****** returned and installed a new fan motor. However, he left without checking  to see if unit was cooling properly or run any further tests. 

  5. I contacted Dunway HV** and informed them ** unit was not cooling or heating, but just running at same temperature. ******* informed me to contact AHS for a recall inspection. 

  6. On 4/21/23 I contacted AHS and informed them of ** still not cooling. AHS placed a recall inspection by Dunway HV**.

  7. On 4/21/23 Dunway HV** technician (****) came to inspect ** unit. He concluded that the unit wasn't cooling, outside condenser coil had a small leak inside coil, pressured unit with nitrogen only failed 10 PSI over 30 minutes period. He couldn't hear or see a leak. Failure reason normal wear and tear. The technician recommended that ** unit needed 7-9 pounds of Freon coolant along with Stop-Leak in order to stop the leak. (SEE ATT**HMENT)

  8. I paid out-of-pocket for a second opinion. On 4/21/23 TRI-County technician came out to inspect ** unit for leak. He checked the ** unit and couldn't find any leaks. However, he found oil on the condenser coil around the bottom of the unit; an indication of a faulty condenser coil. Pictures were taken and he recommended replacement of the unit due to the age of the unit. He also informed me that Stop-Leak will not stop a leak of an ** unit that requires more than 3 pounds of Freon coolant.  During the course of several years AHS contractors have came out to inspect the same ** unit and add 1-3 pounds of Freon coolant; but never 7-9 pounds. (SEE ATT**HMENT)

  We are seeking a resolution and hope we can resolve this matter without going to mediation. 
  
  Sincerely,
  
  *************************

  

  Business response

  05/15/2023

  May 15,2023
  
  *********
  BBB of the Mid-South
  *******************************
  *******, ** 38125
  
  
  RE: *************************; AHS Plan No. *********; BBB Complaint Case No. 19986761
  
  Dear Ms.***:
  
  American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.
  
  Thank you for the follow up from ************** regarding the request for the air conditioning;and look forward to resolving the matter.
  
  After reviewing Mr. ****** contractor information, the document does not include a mechanical failure with the system. It says that oil was observed on the condenser coil around the bottom of the unit and should be replaced due to age.  In order to resolve the matter, AHS will agree to place a second opinion for a different company to perform an independent diagnosis. ************** will receive a copy of the request once the assignment is compete for his records. When the contractor's report is received, AHS will review and advise ************** regarding the concern.
  
  Thank you for your consideration.
  
  Sincerely,
  
  ******************      
  American Home Shield Corporation

  Customer response

  05/15/2023

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

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

  21 *******************

  ***********, ** 39402

  
  

• Initial Complaint

  04/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I submitted a request for leak repair in Dec 2022 someone was dispatched Jan 2022. The technician made 3 small holes in the ceiling of the downstairs family room the technician stated that would put some glue on the drain and within 24 hours I could put the cap back on and someone from American Shield would come out to fix the ceiling then left. I didn't hear anything so I called American Shield to determine when someone would come out and repair the ceiling I was told that the agent would submit a request for someone to reach out to the company and then call me back. I didn't hear anything but I gave it some time being that I was advised that due to the pandemic American Shield was behind and because it wasn't something terrible I was okay with allowing time. I used the tub in April 2023 and the leak was still there. I called wanting to have someone come again since the leak was never fixed. I was then told that I could create another ticket and pay for someone to come out because I had exhausted the allowed 30 days. I then protested that I was never informed of this 30-day policy to which I brought up the fact that I had never heard anything back about the ceiling which was also never repaired. The agent looked at the notes and stated that the plumbing company stated there were no holes made during the repair but a valve was replaced. I asked how it would have been possible to repair a valve in a tub without not making any holes. The agent stated that didn't know and would have a supervisor call me back. I got a call back from ******** who stated the same thing and decline to provide me additional assistance or an option for me to submit a complaint. I am requesting American Shield to make arrangements for someone to come out and repair my leak and fix my ceiling at no additional cost to me. I have spoken with the plumbing company and was told after seeing the picture and videos that would reach out to update the response but I haven't heard anything.

  

  Business response

  05/08/2023

  May 8, 2023
  
  *********
  BBB of the Mid-South 
  ************************************;
  *******,** 38125 
  
  RE: *******************************; AHS Plan No. *********; BBB Case No.  19637143
  
  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. 
  
  We truly appreciate the valuable feedback from ********************************* and for allowing us the opportunity to assist with bringing the leak service request to a resolution. We hate to hear the interactions with ** have been less than satisfactory. AHSs records reflect Ms. ********* AHS plan became effective on January 14, 2022, with an expected expiration date of January 14,2023. On December 23, 2022, the leak service request was dispatched to *************** to diagnose any problems. The technician reported the services were completed on December 30, 2022, and he cut three access holes in the ceiling to complete the repair. A continuation service request has been dispatched to ************* Drywall to repair the three access holes that were created by *************** on December 23, 2022. ******************** will be contacted soon to schedule the repair appointment.
  
  Section D-2 of ************************ AHS plan provides that if a particular repair or replacement fails within 30 days, AHS will send a Service Contractor to repair the failure and you will not be charged an additional Trade Service Call Fee. Section A-2 of ************************ AHS plan provides that coverage under this contract includes normal wear and tear malfunctions during the contract term (as defined in Section B). The 30 days recall period has expired, and Ms. ********* AHS plan was not renewed. However, A continuation service request has been dispatched to ************* Drywall to repair the three access holes that were created by *************** on December 23, 2022.******************** will be contacted soon to schedule the repair appointment.Unfortunately, AHS is unable to create a new leak service request.
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield of **********, Inc.
  
  
  *****************************
  Claims Resolution Specialist     

  

  Business response

  05/08/2023

  May 8, 2023
  
  *********
  BBB of the Mid-South 
  ************************************;
  *******,** 38125 
  
  RE: *********************************; AHS Plan No. *********; BBB Case No.  19990178
  
  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. 
  
  We truly appreciate the valuable feedback from ********************************* and for allowing us the opportunity to assist with bringing the leak service request to a resolution. We hate to hear the interactions with ** have been less than satisfactory. AHSs records reflect Ms. ********* AHS plan became effective on January 14, 2022, with an expected expiration date of January 14,2023. On December 23, 2022, the leak service request was dispatched to *************** to diagnose any problems. The technician reported the services were completed on December 30, 2022, and he cut three access holes in the ceiling to complete the repair.
  
  Section D-2 of ************************ AHS plan provides that if a particular repair or replacement fails within 30 days, AHS will send a Service Contractor to repair the failure and you will not be charged an additional Trade Service Call Fee. Section A-2 of ************************ AHS plan provides that coverage under this contract includes normal wear and tear malfunctions during the contract term (as defined in Section B). The 30 days recall period has expired,and Ms. ********* AHS plan was not renewed. However, A continuation service request has been dispatched to ************* Drywall to repair the three access holes that were created by *************** on December 23, 2022. ******************** will be contacted soon to schedule the repair appointment. Unfortunately, AHS is unable to create a new leak service request.
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield of **********, Inc.
  
  
  *****************************
  Claims Resolution Specialist     
  

  Customer response

  05/09/2023

   
  Complaint: 19986188
  
  I am rejecting this response because: the dispatched company did not repair the leak how are you going to repair the drywall but not the leak if I have to pay someone to come out an repair the leak seprately are they still going to repair the dry wall ?
  
  Sincerely,
  
  *********************************

  

  Business response

  05/12/2023

  May 12, 2023
  
  *********
  BBB of the Mid-South 
  ************************************;
  *******,** 38125 
  
  RE: *********************************; AHS Plan No. *********; BBB Case No.  19990178
  
  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 additional feedback from ********************************* about the leak service request to a resolution. The technician from *************** reported the services were completed on December 30, 2022, and he cut three access holes in the ceiling to complete the repair. ******************** did not contact AHS within the 30-day recall period, and unfortunately, AHS is unable to create a new leak service request.
  To amicably resolve this matter, a continuation service request was dispatched to ************* Drywall to repair the three access holes that were created by *************** on December 23, 2022.
  
  A-5.c of the AHS plan provides that 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
  
  Suppose ******************** prefers not to allow ************* Drywall the opportunity to complete the repair of the three access holes that were created by ***************. In that case, the plan holder does have the option to request the cash in lieu of ************ ******************** decides how she would like to move forward with the continuation service request, we highly recommend she contacts AHS's Customer ********************** Division for assistance.
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Shield of **********, Inc.
  
  
  *****************************
  Claims Resolution Specialist     

• Initial Complaint

  04/25/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I've written to you about AHS before and they just don't learn.1. They have repeatedly failed to honor their contract with ** on either of the two properties they covered in ***** *****.2. I only recently received reimbursement for a botched electrical repair job at *************************************** in *****.3. I only recently received reimbursement for the new microwave I purchased in September 2021 that they were supposed to cover under their contract with ** at ****************************************************4. I had to threaten legal action, in addition to BBB complaints, to get these payments.5. Now, they're claiminng I owe them money because I cancelled the contract they have refused to honor. Unbelievable!! they need to leave ** alone and go away.

  

  Business response

  05/08/2023

  May 8, 2023 
  
  ************************;
  ******************************************** 
  
  RE: ******************; AHS Plan No. *********, BBB Complaint Case No. 19981121 
  
  Dear ***************************: 
  
  American Home Shield (AHS) is in receipt of your letter, advising of the above referenced complaint.  The letter has been forwarded to me for review and response.  
  
  Thank you for sharing Mr. ***** feedback and we apologize for any frustrations and inconveniences he may have experienced. Our records indicate that on 4/25/23 per his request his contract was cancelled in full, per his contract section L item 4d; If the customer or ********************** cancels the contract after the 30th day following the beginning of the contract term: customer shall be responsible for an administrative fee of the lesser of (i) your Plan Fee for one month of coverage under this contract or (ii) such amount as is permitted by law. On 5/8/23 paperwork was submitted to waive the early administration cancellation fee in the amount of $41.14; please allow ***** business days for processing. On 5/8/23 a Do Not Solicit form was submitted please allow ***** business days for processing. 
  
  Thank you for your consideration 
  
  Sincerely,  
  
  
  ********** 
  American Home Shield of ***** 

  Customer response

  05/08/2023

   
  Complaint: 19981121
  
  I am rejecting this response because:

  As was clearly stated, and once again AHS shows what morons they are, they repeatedly breached out contracts at both properties - refusing to do work, doing shoddy work and most importantly refusing for over a year to reimburse ** for the microwave oven that was purchased by ** when they refused to do so.  This identical to the scene in Animal House in which fraternity pledges are forced to hold their ankles while they are beaten on the buttocks and the pledges are forced to change, "thank you sir, may I have another?"  AHS are clowns w ho want to get paid for doing nothing. They have done nothing, committed repeated fraud and have breached any contract they allege was or is in place.They can drop this now, or we will go to Collin County District Court and *** them for $10,000 for their breech.  Their choice.  Either way, people need to know these people don't live up to their end of the contracts they expect their customer to abide by.  They h ave incurred no expense (since they don't even return phone calls) and therefore have no damages.
  
  Sincerely,
  
  *****************

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a home warranty with a deductible of $100. Our sump pump stopped working around April/May last year, and the service provider sent out to our home through American Home Sheild was *******************. The tech came and supposedly replaced our pump with a new pump and assured ** that it would last for ten or more years. However, it stopped working this year at the beginning of April, not even a year later. The failed sump pump resulted in my basement flooding and causing over $15,000 in water damage, for which I have an insurance claim now with a deductible of $2000. On 4/4/2023, the sump pump was replaced; however, the noise from the pump was unbearably loud. It wakes ** out of our sleep. I put in another service request. The contractor noticed the pump was loud and asked the warranty company to replace it. AHS refuses to replace it because they say it's working fine. We cannot relax in our home with this loud noise echoing throughout the house. Please help me with this.

  

  Business response

  05/03/2023

  May 3, 2023
  
  
  
  
  ***************************
  BBB of the Mid-South
  *******************************
  *******, ** *****
  
  RE: *********************; AHS Plan No. 610064248;BBB Case No. 19975247             
  
  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 ** the opportunity to assist with bringing the sump pump service request to a resolution.  According to our records, the sump pump service request was placed on April 4, 2023.  The vendor, ************** reported no malfunction with the sump pump.
  
  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, no repairs and /or replacement was authorized.
  
  On May 3, 2023, AHS dispatched a second opinion to ***** the Plumber, Inc.   AHS relies on the diagnosis from our licensed technicians to determine the course of action for repair or replacement of a covered item. Once the diagnosis is received, AHS will advise the plan holder further as to its position.
  
  Thank you for your consideration.
  
  
  
  
  Sincerely,
  
  American Home Shield of *********, Inc. 

• Initial Complaint

  04/24/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Awful communication. Staff does not take notes. Delays in calls (weeks). Have had to call them over 25 times for the same issue since the year started. Several times they said I had an appt scheduled and techs never showed up, and then later find out the appt they stated was never in the system.

  

  Business response

  05/02/2023

  May 2, 2023
  
  
  
  
  *************************************
  BBB of the Mid-South
  3693 *************
  *******, ** *****
  
  RE: *************************; AHS Plan No. ********* ;BBB Case No. 19974530            
  
  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 ** the opportunity to assist with bringing the dryer service request to a resolution.  According to our records, the vendor, Strong River Heating, and A/C reported that the motor and the heating element needed to be replaced. AHS authorized the repairs on April 27, 2023, and repairs were completed on April 29, 2023.
  
  Although not obligated to do so, in an effort to amicably resolve this complaint, AHS will refund the service fee paid.  The plan holder can expect to receive a credit in the original form of payment within ***** business days.
  
  Thank you for your consideration.
  
  
  
  
  Sincerely,
  
  American Home Shield Corporation 

• Initial Complaint

  04/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have with AHS for more than 8 years and on Apr 18, my kitchen sink have a stopage, so I open a service ticket with AHS, and a contractor (allout plumbing) is assigned and come on Apr 20, and after the contractor look at the problem, instead of use normal way of unclog the sink (use a snake or something similar) just like all the plumbers will do, he said he want to replace the plumbing and AHS won't cover it. I ask him why he didn't just unclog it, he said he is afraid of the recall, which doesn't make sense. And so the contractor left without fix the issue, and he file a report with AHS said it need to install the kitchen clear out which AHS said it is not covered so AHS deny the repair request. I spoke with a few license plumbers, they all said they can come and unclog and kitchen clear out installation is not mandatory (as matter of fact most of homes in my neighbor don't have kitchen clean out) and they warrnty their work for 90 days. So the question is why AHS didn't force the contractors to do all the other license plumber will do to just clear out the clog, instead listen to the nonsense that their contractor suggest, so that they don't need to fix the problem and still happily take my insurance money for the past 8 years ($600+ * 8) and including the $100 service fee. I think they should ask the contractor to come back and fix the issue just like all the other plumber will do, if not please refund part of my 8 years of contract fee and service fee.

  

  Business response

  05/04/2023

  Date: *** 4,2023
  
  
  *******************;
  BBB of the Mid-South 
  ************************************;
  *******,** 38125 
  
  
  RE: *****************; AHS Plan No.615266658; BBB Case No. 19970547
  
  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 his complaint. I have reviewed AHS records and found that a service request for a stoppage and garbage disposal was placed on 04/18/2023 and assigned to All-Out Plumbing for service.The vendor reported the diagnosis to AHS on 04/21/2023 advising that the member has a stoppage under the kitchen sink drain. The technician advised AHS that the member did not have a cleanout and that a cleanout would need to be installed. AHS denied the repair as the contract does not cover installing a clean-out.

  
  ********* was offered a second opinion if he did not agree with the diagnosis but declined the offer.

  
  AHS relies on the diagnosis of the technician to determine the course of action for the repair as they are the professionals visiting the home and diagnosing the issue. AHS offers a second opinion in the event that the member does not agree with the diagnosis.

  
  Records show that a new w/o was placed for the stoppage and the stoppage and assigned to On It Plumbing for service. The vendor reported the diagnosis to AHS advising that the drain line has worn out over time causing a leak under the sink. The technician advised that he would have to modify the sewer line to resolve the issue. ********** was notified of the non-covered $250 sewer line modification.Per ************ contract section I4b, it advises that AHS does not cover the costs of construction, carpentry,or other modifications necessary to remove, relocate, or install equipment.

  
  ********** can contact the vendor directly to accept the charges and move forward with the repair.

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

  Customer response

  05/06/2023

   
  Complaint: 19970547
  
  I am rejecting this response because: As you can see the same problem with two different diagnosis, but either way AHS just find the way to not paying it. I am going to restate the same that my house pass the inspection when I purchase my home more than 10 years ago. and have been insuring with AHS after year 1.  I am not asking to install a kitchen clearout (which the first company said it need and AHS agree, hence reject the claim). The 2nd company AHS assign told me a kitchen clearout is not required. but he will let AHS know what should be done, and it is between me and AHS to agree whether it is cover or not. Again AHS find execuse not to cover. i am asking the problem to fix.  And if the drainline worn out overtime then fix it.  (See the Attached FAQ from AHS that I capture from AHS website, it make me believe that wear and tear is covered according to this, otherwise AHS can pretty much deny every claim. I didn't ask for modification of anything, so I believe the problem should be covered by AHS, instead of finding execuse not to cover.
  
  Sincerely,
  
  *****************

  

  Business response

  05/15/2023

  Date: *** 15,2023
  
  
  *******************;
  BBB of the Mid-South 
  ************************************;
  *******,** 38125 
  
  RE: *****************; AHS Plan No.615266658;BBB Case No. 19970547
  
  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.
  
  AHS previously and accurately advised ********** as it pertains to the stoppage service request. AHS contacted the vendor to confirm the modification needed and was advised that the corrugated line was stretched over the sideways p-trap causing the leak and would need to be modified to correct the issue.
  
  AHS will stand on its decision as modifications are not covered.
  
  As a courtesy to resolve this complaint AHS will reimburse the $100 trade service fee. ********** will receive the reimbursement back to the original payment method in 10-14business days.
  
  
  Sincerely,
  American Home Shield of *****, ****  

  Customer response

  05/18/2023

   
  Complaint: 19970547
  
  I am rejecting this response because I didn't ask for modifcation, the house pass inspection, and no modification have been done since I move into the house, and after all these year of paying fees, you have two different contractor send by AHS contradict each other and I am requesting to hire my own contractor to fix the problem if AHS is not willing to fix it. (Otherwise AHS should be inspecting the home before they even offer the insurance, I will consider this is false advertisement, and they should be be required to either fix the issue or allow me to hire my own contractor to fix the issue and paying for the cost of fixing the issue) Not sure why AHS is dragging their feets on this. 
  
  Sincerely,
  
  *****************

  

  Business response

  05/24/2023

  Date: *** 24,2023
  
  
  *********
  **************************************************************
  
  RE: *****************; AHS Plan No.615266658;BBB Case No. 19970547
  
  Dear *********: 
  
  The modifications are not modifications that the member asks for, the modifications are things that necessary in order for the technician to make the repair. And as previously advised the contract does not cover for any modifications necessary to repair a covered item.
  
  If you are in possession of a diagnosis from a licensed and insured plumbing company that contradicts the diagnosis provided to AHS you may forward the detailed information to me for review. The requested information should include a breakdown of the estimate for the repair, as well as the technicians diagnosis of what caused the failure. When I have received and reviewed the requested information, I will advise you of AHS position regarding this matter.Otherwise, based on the information in our possession, I find that repairs were rightfully denied.
  
  Sincerely,
  American Home Shield of *****, Inc. 

  Customer response

  05/29/2023

   
  Complaint: 19970547
  
  I am rejecting this response because: I will try to again stay the fact that if you are an insurance company and you mention the failure caused by wear and tear is not excluded and you have continue to charge the insurance premium for more than 9 years, and then when the things didn't work and needs repair, you said sorry, I can't do the repair without doing some other thing first, that just doesn't make sense. (every insurance company that do that will be out of business for false advertisement) not sure why you still don't agree to repair it and set up roadblock after roadblocks.
  
  Sincerely,
  
  *****************

• Initial Complaint

  04/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/4/2023, I requested service for my pool from my home warranty company, American Home Shield (AHS). My pool operating display system stopped working, AHS contacted C &J Pool Services and they called me the next morning to schedule service for that same day. When the Tech looked at the panel, he also diagnosed the filtration system because we had poor water flow, and the filtration system wasnt working. He said we needed filtration cartridges. It was added to the estimate- as it is imperative to have the filtration system operating properly. On 4/5, the estimate was sent to AHS. I received a text from AHS on 4/7 that a service estimate was being processed. On 4/10, I received the same text. On 4/11, I decided to call AHS. A foreign customer ********************** call center rep said the service estimate was being handled by the authorization department, and everything would be wrapped up within the next 1-2 days. No one contacted me. 4/18, I called and spoke to another foreign call center rep that said the estimate was still with the authorization department. And that C&J needed to contact that ***** because the estimate was submitted to customer **********************, and not the authorization ***** *************** give me the authorization depts phone number. 4/19 I called to file a complaint, but customer ********************** rep. ******* give me the phone number. On 4/20 I called and was told the estimate was approved for the panel but not the filtration cartridges. Even though on 4/11 I was told it was covered. My bank account was debited $100.00 on 4/7 for a service fee but no service has been rendered. My pool hasnt been fixed, and it will most likely be a month from service request date to have the issue resolved, as C&J has to order a part for my pools panel display system. This is beyond frustrating. I want AHS to uphold our contractual agreement- pool filtration systems are included in my warranty and are part of the plumbing pipes, wiring, plumbing, and electrical.

  

  Business response

  05/04/2023

  Date: *** 4,2023
  
  
  *******************;
  BBB of the Mid-South 
  ************************************;
  *******,** 38125 
  
  
  RE: ***************************- *******; AHS Plan No.611559878; BBB Case No. 19968753
  
  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. I have reviewed AHSrecords and found that a service request for the pool electrical was placed on 04/04/2023 and assigned to C & J Pool Service & Repair for service. The vendor reported the diagnosis to AHS that the pro logic screen shorted out and will not allow the system to function. The technician advised AHS that the filter cartridge element was cracked and will not allow the system to work properly.
  AHS authorized the covered pool electrical repair and notified ********************************** of the non-covered cartridge repair.
  
  Per ******************- Claytons contractual agreement section A1, it advises that the filtration medium is not covered.  AHS accurately advised ********************************** of the non-covered costs per her contractual agreement.
  
  If ********************************** would like to move forward with the repair, she can contact the vendor and agree to the non-covered charges associated with the repair.
  
  
  Sincerely,
  American Home Shield of **********, ****   

• Initial Complaint

  04/21/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We moved to a more rural area. We contacted American Home Shield for our water heater that went out. They charged us the $100 fee to set up services. They then said they could not find anyone in our area they contract with. They informed ** to find a repair company and submit a quote for approval. We followed their steps. Every follow up phone call and email (more than a dozen for verification their received the quote, plus follow up to get approval) resulted in them stating they did not receive our information. The calls grew escalated and miraculously they found our emails. They stated the service was approved, but we would have to pay out-of-pocket and then be reimbursed. Quite a substantial cost plus they took the $100 to find a service; a job they should have completed. It has been over a month without communication and again follow up calls state they can't find our claim. We had been happy customers for more than 7 years but after our move they did nothing for **. Now we are out more than $2900. Horrible off-shore customer ********************** and communication!!

  

  Business response

  05/04/2023

  May 4, 2023 
  
  Jasmine Bridgeforth 
  *********************************************** 
  
  RE: **************************; AHS Plan No. *********, BBB Complaint Case No. 19967935 
  
  Dear *************************************: 
  
  American Home Shield, **** (AHS) is in receipt of your letter, advising of the above referenced complaint. The letter has been forwarded to me for review and response.  

  
  Thank you for sharing Ms. ******** feedback and we apologize for any frustrations and inconveniences she may have experienced. Our records indicate that on 2/5/23 a work order was created for a water heater, and he was approved for outside authorization. We have a check pay date of 4/3/23 with check # ********, in the amount of $2,750.95 going to the address at ****************** If he has any other questions or concerns, he can reach ** at ************. 

  
  Thank you for your consideration 
  
  Sincerely,  
  
  American Home Shield Corporation 

  Customer response

  05/13/2023

   
  Complaint: 19967935
  
  I am rejecting this response because: we have been in communication with the 800 number American Home Shield has supplied. Every time we call they remind us of the check being mailed. It will be 5-7 business days, then "oh, it will be 21 business days, the other staff member was incorrect." It is now been more than two months when we submitted our invoices for payment. Every call is met with transfers, losing us in the system, or an operator who tells us another time line. The check they mailed has still not come and they "promise" it will arrive with yet another passed date. This is a ridiculous excuse for customer ********************** when we were valued customers for more than seven years.
  
  Sincerely,
  
  *************************

  

  Business response

  05/22/2023

  May 22, 2023 
  
  Jasmine Bridgeforth 
  *********************************************** 
  
  RE: **************************; AHS Plan No. *********, BBB Complaint Case No. 19967935 
  
  Dear *************************************, 
  
  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. 
  
  There is a work order for a water heater, and we do show a check pay date of 4/23/23, in the amount of $2,750.95. Because the customer has not received the issued check, on 5/22/23 we initiated check research to verify where the check was sent and if it was cashed. Once we are able to verify the check hasn't been cashed, we will reissue the check. If she has any other questions or concerns, she can reach us at ************.  
  
  We take your concerns seriously and thank you for bringing them to our attention. We value ****************** as a member and hope to provide her with a positive customer experience in the future. 
  
  
  Sincerely, 
  
  ********** 
  American Home Shield Corporation 

*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. ↩