Complaints
This profile includes complaints for American Home Shield's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 19,276 total complaints in the last 3 years.
- 5,299 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:07/28/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have a warranty with American Home shield which covers our air conditioner. Our Air conditioner went out 6/28/22, and I filed claim and paid my $75 technician fee. A technician was supposed to be assigned to come check the unit. After two weeks of no technician, I received permission from AHS to contact an Outside Vendor to check our unit and submit info to AHS. They submitted info over 2 weeks ago, and Authorization has been reviewing the info since. The technician has contacted AHS several times and been told it is still under review. In the meantime, we are in a Heat Advisory, with daily temperatures over 100 degrees. It has become a health and safety issue having no air while waiting on authorization. The technician is getting no info, and I am getting no other info except to wait on Authroziation. There is no other info to submit, the a/c is broken and needs replace/repair. AHS is not providing any service, our contract, to which I pay a monthly premium, is not being fulfilled.
Business Response
Date: 08/10/2022
August 10, 2022
***************************
********************************************
BBB of the Mid-South
3693 *************
*******,** 38125
RE: *************************; AHS Home Protection Plan No. *********; BBB Claim No. 17638487
Dear ***************************,
American Home Shield, **** (AHS) is in receipt of your letter dated July 28, 2022,advising of the above referenced complaint. The letter has been forwarded to me for review and response.
I have reviewed AHS records regarding the air conditioning service request. **************** requested service for her air conditioner on June 28, 2022. AHS was not immediately able to locate a contractor, and offered **************** the option to hire a contractor of her choosing.
The contractor, Shelbour Heating and Air conditioning, reported their diagnosis on July 11, 2022, recommending replacement of the condensing unit. The AHS authorization department was not able to approve the condenser replacement due to lack of information provided by the contractor regarding their estimate.
Due to the frustrations experienced, I have approved the requested amount of $4,335.00 for the condenser replacement. **************** may send AHS a paid invoice for the condenser replacement and once received, AHS will mail her a check for reimbursement for the approved amount ($4,335.00).
Thank you for your consideration.
Sincerely,
American Home Shield CorporationCustomer Answer
Date: 08/10/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Customer Answer
Date: 09/02/2022
Complaint: 17638487
Find attached invoice, and check with my account# blacked out.Thank you
Sincerely,
*************************Business Response
Date: 09/08/2022
September 8, 2022
***************************
BBB of the Mid-South
3693 *************
*******,** 38125
RE: **** & *************************, AHS Plan No. *********; BBB Case No. 17638487
Dear ***************************:
American Home Shield (AHS) is in receipt of your letter enclosing additional correspondence from *****************
AHS is in receipt of the previously requested invoice, and **************** can expect to receive a reimbursement check in the amount of $4,335.00 in approximately ***** business days.
Thank you for your consideration.
Sincerely,
AMERICAN HOME SHIELD OF ********, INC.
********************;
Claims Resolution Specialist
1524 ***************************************** 51401
Fax:************
Email: ************************************************************Customer Answer
Date: 09/28/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
I have received a check in this amount and consider the case closed.
Sincerely,
*************************Initial Complaint
Date:07/28/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased a home warranty through American Home Shield in 2018 when we purchased our home. The **** unit was near end of life and expected to use this to help replace when the time came. 2021 we filed a service request with our unit not keeping up and had to pay to put coolant in; unit was okay through end of 2021. April 2022, opened a request for **** unit not cooling. Company came out and said coolant was low; paid to put in coolant. May 2022 (outside of the 30 day ticket window), unit not keeping up again and another ticket was opened (2 75 dollar deductibles charged). Another contractor out; coolant leaking and needs to be added. Asked about leak detecting because we do not have money to waste on constantly adding coolant. Another contractor out on the same ticket with the same result. Was advised that we could pay for a leak detection out of pocket but we'd be out several hundred dollars as unit would have to be drained of coolant and refilled; this was not supported through AHS per the contractor and all that could be done was add coolant, though If we paid for leak detection out of pocket that would go to AHS for assessment. Got an outside opinion: contractor looked at the unit and took 2 minutes to tell us that the oil was leaking from the evap coil and that our unit would need to be replaced. I've called and escalated this situation with the customer ********************** **** with **********************; they refuse to waive the 75 dollar deductible to have another contractor out, they tell me that AHS will do nothing because all of the contractors they've sent said it was low on coolant and that's what's needed to fix it. This customer ********************** is appalling. Either AHS has horrible contractors who are trying to bleed money from clients during a time when there is no extra money or you just have no desire to provide your clients service. I would like assistance from the BBB to try to be able to utilize my warranty that I've paid the last 4 years on.Business Response
Date: 08/10/2022
August 10, 2022
*********************
BBB of the Mid-South
3693 *************
*******,** 38125
RE: ***************************, AHS Plan No. *********; 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.
On April 12, 2022, a service request was placed for an air conditioning system and Hospitality Heating & Air Conditioning was dispatched to diagnose and repair any covered problems. It was reported that the service request was completed as of April 13, 2022. Section D-2 of the 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.
On May 22, 2022, a new service request was placed for the air conditioning system and ************************* was dispatched to the home. The service contractor was not able to service the request and AHS dispatched a different company, Air Plus Services. The service contractor reported that no leaks were found; however, the system was low on refrigerant. Hospitality Heating & Air Conditioning was dispatched back to the home and on June 8, 2022, reported to AHS that the unit was three pounds low on refrigerant, and that ****************** declined repairs. As a courtesy, AHS has waived the trade service call fee that was due, and a $75 trade service call fee reimbursement will be issued back to the payment source from which payment was made in approximately ***** business days.
On August 9, 2022, AHS dispatched ************************* to diagnose the air conditioning system at no additional cost to ******************. AHS waived the $75 trade service call fee. ************************* will contact ****************** directly to schedule an appointment and AHS will make a coverage decision based on the diagnosis received. ****************** may contact ************************ directly at ************** to schedule an appointment if an appointment has not already been set.
Thank you for your consideration.
Sincerely,
AMERICAN HOME SHIELD CORPORATION
**** Nelson
Claims Resolution Specialist
1524 ****************************************************************************************************************************************************************************************************************************;Customer Answer
Date: 08/10/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me at this time.
Sincerely,
***************************Initial Complaint
Date:07/28/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On July 9th we paid a service fee of ****** for a tech to come out and look at our ac unit because it wasn't working. Your company sent out a company that told us out coil had a leak in it and needed to be replaced. He said in the meantime he would refill it with freon which was ***** a pound . We told him that home warranty covered ***** per pound and he informed us we needed to pay him $****** and home warranty would refund us. We paid him the ****** and less than 2 days later the air went out again. We were also informed that the company said they job was "to big" and home warranty found us another contractor which meant this process had to start over from the beginning . Almost 2 weeks later another company came out and first told us nothing was wrong then he said we needed another ac unit which was ******. Then finally said we could just get a new coil. Coils are suppose to last up to 10 years but we have had the coil replaced twice already in 4 year period. I've called customer ********************** several times about our refund and was told they wouldn't refund because we already paid. This is baffling to me because these contractors represent your company and you send them out to the customer house so why are they not following your policies? It's been almost a month with us having know air in our house, paying your contractors out of pocket so what's the point of paying you monthly for a service if we still have to pay out of pocket for everything? The customer ********************** agents don't know anything about the company the contractors in this area seem to be scam artist, and we are highly unsatisfied and ready to cancel our service with your company.Can someone with a CLEAR UNDERSTANDING OF OUR NEEDS AND COMPANY POLICY PLEASE REACH OUT TO US BEFORE WE CANCEL.Business Response
Date: 08/10/2022
August 10, 2022
*************************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: ****** Peer; AHS Plan No.661787197; BBB Case No. 17631771
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.
AHS does apologize for the plan holder's frustration regarding this matter. On July 16, 2022 *** Cooling Heating reported to AHS that the evaporator coil will need to be replaced. AHS approved the technician to replace the evaporator coil. The company further reported that refrigerant needed to be added to the air conditioning system. Section E.1 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 the customer for refrigerant not covered by the warranty plan was $390.The technician reported that modifications in the amount of $1,277.50 were necessary. Section I.4.b of the warranty plan states AHS is not responsible or liable for cost of construction, carpentry, or other modifications necessary to remove, relocate, or install a covered item or part thereof. Finally, there were code upgrades that needed to be performed in the amount of $365. Section I.1.g.iv of the warranty plan states 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. The total amount of charges that Mr. **** is responsible to pay for is $2,032.50.
In the alternative to having the repair completed by *** Cooling Heating, AHS offered Mr. **** the option of accepting cash in lieu of AHS cost of the authorized repair, up to the amount of $480. Section A.5.c of the warranty plan provides that in some instances, AHS may offer the customer the option of accepting cash in lieu of repair or replacement services. 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 the customer accepts such an offer, the customer is required to repair the item or provide a new replacement and send the acceptable proof of their actual itemized costs to AHS before any reimbursement amount will be paid.
AHS is awaiting Mr. **** decision on how he would like to move forward.
Thank you for your consideration
Sincerely,
AMERICAN HOME SHIELD CORPORATIONCustomer Answer
Date: 08/11/2022
Complaint: 17631771On July 9th, 2022 AHS sent a company out by the name of "Liberty Heating and Cooling" When they came out they refilled our refrigerant and the total cost was $480.00. They told us that we needed the pay the full amount upfront and that AHS would reimburse the $10.00 per gallon. After we paid Liberty, the following day AHS informed us that the job was to big for that company and that they would send another company out the start the process over again. On July 16th NW Cooling and Heating was sent out.
Sincerely,
****** PeerBusiness Response
Date: 08/17/2022
August 17,2022
*************************
BBB of the Mid-South
3693 *************
*******, ** 38125
**************** Peer; AHS Plan No.661787197; BBB Case No. 17631771
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.
AHS does apologize for the plan holder's frustration regarding this matter. On August 12, 2022 Mr. **** informed AHS that he would like to accept AHS CIL reimbursement offer of $480. When the Mr. **** is in possession of an invoice from a licensed and insured **** company for the completed repair, he may forward the detailed information to AHS to return coverage for the **** unit. Mr.**** will receive a check with in 10 to 14 business days.
Thank you for your consideration
Sincerely,
AMERICAN HOME SHIELD CORPORATIONInitial Complaint
Date:07/28/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been a customer of ********************** since February of 2022. Recently, the central air unit at my property stopped working. I filed a claim through AHS, paid my service fee of $125, and had an AHS referred technician come to my home and diagnose the issue. The service technician informed me that my unit stopped working due to normal wear and tear, and that it would need to be replaced. The technician and I had a lengthy conversation about how seamless the process would be to replace the unit and that after the AHS approval of the replacement work order, theyd likely replace my Rheem unit with a ******* unit (as my current unit is an older unit and ******* is a comparable replacement). Today I was informed by AHS that the technician noted required modifications on the work order that are needed in order to install the new unit and that my out pocket costs were over $3,500. The technician noted a leak in the compressor, the unit not being up to code and various modifications to electrical, plumbing etc. that was needed. This was never discussed between me and the technician. In fact, the work order that the technician had me to sign only stated that I needed a replacement of the unit and a new coil. I expressed my dissatisfaction to the AHS reps regarding the conflicting diagnosis provided by the technician. I explained that I personally felt that AHSs preferred service company intentionally wrote up the work order that was submitted to AHS in a manner to disqualify me from having the replacement costs of my unit fully covered. AHS was not very helpful in considering my concerns regarding the deceptive practices. After an hour on the phone, my call was abruptly disconnected with no call back and no resolution. AHS is now only offering two options for me: (1) either pay the $3500 out of pocket or (2) accept a cash out of $1330, which does not even cover the price of a replacement unit and labor.Business Response
Date: 07/31/2022
July 31, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *************************; AHS Plan No.596567098; BBB Case No. 17628568
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.
AHS does apologize for the plan holder's frustration regarding this matter. On July 26, 2022 ********************************* reported to AHS that the condenser and the evaporator coil will need to be replaced for the air conditioner unit. AHS approved the technician to complete the air conditioner replacement. The company further reported that refrigerant needed to be added to the air conditioning system. Section E.1 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 the customer for refrigerant not covered by the warranty plan was $450.The technician reported that modifications in the amount of $3,120 were necessary. Section I.4.b of the warranty plan states AHS is not responsible or liable for cost of construction, carpentry, or other modifications necessary to remove, relocate, or install a covered item or part thereof. The total amount of charges that ****************** is responsible to pay for is $3,570.
In the alternative to having the repair completed by *********************************, AHS offered ****************** the option of accepting cash in lieu of AHS cost of the authorized repair, up to the amount of $1,330.Section A.5.c of the warranty plan provides that in some instances, AHS may offer the customer the option of accepting cash in lieu of repair or replacement services. 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 the customer accepts such an offer, the customer is required to repair the item or provide a new replacement and send the acceptable proof of their actual itemized costs to AHS before any reimbursement amount will be paid.
AHS is awaiting a decision for ****************** on how she would like to move forward,she may contact AHS directly at ************ for additional assistance.
Thank you for your consideration
Sincerely,
AMERICAN HOME SHIELD CORPORATIONCustomer Answer
Date: 08/01/2022
Complaint: 17628568
I am rejecting this response because:
My dissatisfaction is in the fact that the AHS referred service provider seems to be tacking on these required modifications which is knowingly not covered by AHS and allows the provider to collect more money from me, the consumer. Other reputable companies have provided me free estimates and none include modifications. I have two estimates provided from separate companies that I reached out to which show estimates for the ac unit and coil plus installation without the need for modifications. I dont understand how the AHS referred service provider can write up a work order with the a list of modifications and that cant be disputed. AHS is also not willing to consider any other licensed and certified provider. I shouldnt be forced to choose from a service provider (who I believe is price gouging) or a minimal cash payout that is admittedly lower than the market price to replace an ac unit. As a customer of **********************, I should be allowed to complain about what appears to be deceptive practices of a service provider and the ability to receive a second opinion (at no cost to me) of another licensed provider. The cash out option of $1,330 is just not feasible or reasonable to resolve this matterSincerely,
*************************Business Response
Date: 08/10/2022
August 10, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *************************; AHS Plan No.596567098; BBB Case No. 17628568
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.
AHS does apologize for the plan holder's frustration regarding this matter. However, my previous correspondence accurately &correctly stated AHS' position regarding this matter. AHS' position does remain unchanged. Unfortunately, there is nothing further AHS will do with respect to this matter and we will be closing our file.
Thank you for your consideration
Sincerely,
AMERICAN HOME SHIELD CORPORATIONInitial Complaint
Date:07/28/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been dealing with American home shield for over two months, hoping to fix my refrigerator. I have contacted them and have requested repairs over eight times, and each time they send me a repair man, I pay $75. I have spent $900 out of pocket on "uncovered" repairs and have countless food, and more importantly, I have lost breast milk for my newborn daughter. In the last transaction, they sent me a serviceman that diagnosed the problem as a bad compressor. The repair company does not work on compressors, so they transferred the order to someone that can work on compressors. But now they want to rediagnose the fridge.The issue is that they want me to use a one-star repair person to diagnose my fridge. This has been their tactic, send service people with one-star reviews that diagnose the problems, something the home warranty company then rejects. I have called and told them I want someone to repair my fridge by fixing the compressor. They denied receiving the diagnosis from the last repair man.I called the last repair company and confirmed that they did submit the report. Then AHS claims that the report submitted by the last service place did not make any recommendations. Another lie. I called them, and they confirmed that they did recommend a new compressor. I wonder and suspect that every time a company gets paid for a service conducted by a company sent by AHS that they get a percentage of the fees. They insist and repeatedly send businesses with a poor rating of a one-star or one-and-a-half-star rating that comes up with bogus issues that I pay for, and they get a percentage of the fees. It is a scam. Please help.I am at my ***** ends. I just want my fridge to work.Business Response
Date: 08/09/2022
August 9, 2022
***************************
BBB of the Mid-South
3693 *************
*******,** 38125
RE: ***** *******, AHS Plan No. *********; 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.
AHSrecords indicate that ** Standard Appliance Repair has been authorized to replace the compressor on the refrigerator. As a courtesy, AHS has waived the trade service call fee that was due,and a $75.00 trade service call fee reimbursement will be issued back to the payment source from which payment was made in approximately ***** business days.
Thank you for your consideration.
Sincerely,
AMERICAN HOME SHIELD OF **********, INC.
**** Nelson
Claims Resolution Specialist
1524 ****************************************************************************************************************************************************************************************************************************;Initial Complaint
Date:07/28/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
American Home Shield ************************************************************** To Whom It May ********* am sending the enclosed information to your attention due to the highly unsatisfactory results I have laboriously worked through for the past several months. I have called, e-mailed and exhausted every avenue made available to me, through your regular channels, to no satisfactory results.I have enclosed a number of documents as well as text messages between myself and your technician SERVICE 1 ************* Conditioning, they expose the fact that your company was well aware that my air conditioner was beyond repair and needed to be replaced and that he informed your company of this fact. At which point your company tried to send a replacement which , was I informed by your company you could not do in a timely fashion and I was instructed to complete the replacement myself ; which I did. I informed your company I had made the replacement and emailed the contractors invoice and our personal check (front and back) for reimbursement. I was not reimbursed but instead sent a check called cash in lieu of repaired/replacement. Totally unacceptable.Lets not further exacerbate this unfortunate situation, please reimburse me for the replacement I completed on the recommendation of your company in the amount of $4,800.00 per our agreement and I will return your check number ******** in the amount of $1,226.61.Please review the information enclosed in this correspondence. If you need further information please contact me in a timely fashion. I am a long time disappointed client Sincerely yours,******************************Business Response
Date: 07/31/2022
July 31,2022
*************************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: ***************************; AHS Plan No.590012618; BBB Case No. 17638006
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.
AHS does apologize for the plan holder's frustration regarding this matter. On May 26, 2022 Service Heating and Air Conditioning reported to AHS that the condenser will need to be replaced. AHS approved the technician to complete the air conditioner repair. In the alternative to having the repair completed by Service Heating and Air Conditioning, AHS offered ******************** the option of accepting cash in lieu of AHS cost of the authorized repair, up to the amount of $1,226.61.Section A.5.c of the warranty plan provides that in some instances, AHS may offer the customer the option of accepting cash in lieu of repair or replacement services. 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.
On July 6, 2022 ******************** accepted the $1,226.61 CIL reimbursement, AHS has processed the invoice submitted by ********************, he has advised AHS that he has received the check. Therefore, it appears this matter has been resolved in accordance with the terms of the warranty plan, and AHS will be closing this file.
Thank you for your consideration
Sincerely,
AMERICAN HOME SHIELD OF **********, ****Initial Complaint
Date:07/28/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Been trying to get HVAC Unit repaired/replaced. The first company they sent out was incompetent and now my unit don't work at all. The second company came out and said it needed to be replaced. AHS said they ordered unit on 11th of July with delivery date of July 21. Never came in. When I called the said it was out of stock, then they said the ordered the wrong one and reorder the correct one for delivery on July 28th. That's today and now they have another excuse. Now they said they did not order and waiting on technician to respond to email about voltage, which they just sent email today. I think they are lying and don't want to order the unit. They want us to give up and buy it ourselves but we will not because it have a contract with them and they need to honor it, and quit giving excuses. If they ordered what the technician sent in they should have no problems. Horrible experience with this company!!Business Response
Date: 07/31/2022
July 31,2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *********************; AHS Plan No.596604808;BBB Case No. 17638060
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.
AHS does apologize for the plan holder's frustration regarding this matter. On July 10, 2022 Best Rate Heat reported to AHS that the package system will need to be replaced. AHS purchasing department ordered the equipment. The supplier informed AHS that the equipment requested was not available. On July 29, 2022 AHS contacted Best Rate Heat to confirm a different model number that will work for the home, the new model number was confirmed. AHS purchasing department *********** the new unit and provide **************** with an updated eta date within 2-5 business days.
AHS will continue to work directly with **************** until the unit replacement is completed.
Thank you for your consideration
Sincerely,
AMERICAN HOME SHIELD CORPORATIONCustomer Answer
Date: 07/31/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************Initial Complaint
Date:07/28/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Our AC has been broken since May 25th and they are still dragging their feet on fixing it. First, they told us they needed to order a part, which we waited almost a month for, just to be told they ordered the wrong part. After continuing to contact them for 2 weeks, to determine when the correct part would be in they told us it would take 5-7 weeks and tried to send us a check to figure it out ourselves. At this point, our AC had been broken for 45 days. When we called the next week to decline they said it would only take 5-7 business days to get the part in so we agreed to move forward. They also informed us that if we did not renew our policy that was due to expire this month, they would cancel our request and no longer complete the work order. On the 6th business day when we called to check on the status, they informed us they just ordered the part the day before. When we followed up again on 7/25, they again changed their story and told us it was ordered on 7/23. When asked why the date was continuously changing they hung up on us. On 7/27 when we called to follow up they stated that the part was no longer being made and they would need to replace the entire unit. We have the best plan possible and our contract states that if the unit needs to be replaced we would not be responsible for any of the cost. The rep stated that we would have to pay for $2500 of the repair despite it violating our contract and could not provide a reason why. I have attached a copy of our contract for verification. In the American Home Shield portal, the job is listed as completed even though it was never resolved.Business Response
Date: 08/10/2022
August 10,2022
*************************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *************************; AHS Plan No.604413908; BBB Case No. 17633114
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.
AHS does apologize for the plan holder's frustration regarding this matter. On August 9, 2022 ********** reported to AHS tat he evaporator coil is no longer available.********** reported that the air handler unit and the condenser will need to be replaced. AHS approved the technician to replace the air conditioning system. The technician reported that modifications in the amount of $921.40 were necessary.Section I.4.b of the warranty plan states AHS is not responsible or liable for cost of construction, carpentry, or other modifications necessary to remove,relocate, or install a covered item or part thereof. Finally, there were code upgrades that needed to be performed in the amount of $2,580. Section I.1.g.iv of the warranty plan states 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. The total amount of charges that **************** is responsible to pay for is $3,501.40
If Ms. ****** would like to proceed with the air conditioning unit replacement,she may contact ********** to agree to the non-covered amount, ********** will then contact AHS to order the equipment. **************** may contact ********** directly at ************.
Thank you for your consideration
Sincerely,
AMERICAN HOME SHIELD CORPORATIONCustomer Answer
Date: 08/10/2022
Complaint: 17633114
I am rejecting this response because:American Home Shield is misrepresenting their error in ordering our part. In the response to our BBB complain, AHS only addressed one instance of sending the wrong part. This happened at least twice, if not three times. AHS was sent the correct part number each time by **************. AHS also is not acknowledging the fact that it was, in fact, AHS's parts department that ultimately declared the part unavailable after sending random parts multiple times. It was only after this that ************** reported that they, as well, could not find the part. AHS is responsible for their hired contractors, and they fumbled back and forth for months. During this time, we called numerous times to both parties to find out what was going on. Both AHS and ************** consistently blamed each other for the same mistakes leaving us in the dark as to what was really going on. This violated their responsibility to us to resolve service requests in a timely manner.
AHS also has not responded to why it has split this service request into two separate requests and marked both, falsely, as completed.
Section A.4, For covered malfunctions, unless otherwise specified in this contract, AHS will repair or replace the covered item. AHS has the sole right to
determine, according to the terms of this contract, whether a covered item will be repaired or replaced. When making repairs, AHS reserves the right
to rebuild existing parts or components and/or to install rebuilt parts or components. When making replacements, AHS is responsible for installing
replacement equipment and parts of similar features, capacity, and efficiency, but not for matching dimensions, brand or color. AHS is not responsible
for matching any features of an existing item that does not contribute to the primary function of that item."AHS will repair or replace the covered item". This is said as a definitive statement. Any reasonable consumer would expect this to be upheld in a legal manner. Because the item cannot be repaired, it must be replaced. Because the item cannot be replaced legally without appropriate modifications/codes, the exceptions AHS referenced in our contract do not apply. If AHS maintains that these exceptions do apply, we believe Section A.4 to be a gross misrepresentation meant to deceive consumers. We paid for their top-tier warranty plan specifically for the security of a major appliance failure such as this.
I would like to also note, when we called to ensure our contract would not be renewed due to their terrible service, the agent I spoke with informed me that if I did not renew our contract, our service request would not be completed. We believe this to be an illegal consumer manipulation tactic.
Additionally, AHS customer ********************** representatives frequently give misinformation. Many times, I was told someone would be reaching out to me via phone and this did not happen. When your agents do not understand the question or simply do not care enough to find the answer, they will make up whatever is convenient for them even if it has nothing to do with your question. I understand that English may not be their first language, but it is immoral for a corporation to use this as a wall to hide behind. The number of times I have been told "we are experiencing a glitch in the system" or "no one is available" when I ask to speak to a supervisor is unacceptable. Not once have I been able to do so.
Their lack of attention to detail regarding our contract is even evident is AHS's response to our BBB complaint. Note that the responding agent claims that we are responsible for $3501.40 for modifications/codes. Even if we were responsible for these charges, $1000 would be covered by our contract. Section G.1.A, One thousand dollars ($1,000) per contract term to make necessary duct, plenum, electrical, and plumbing modifications, including necessary relocation of covered equipment and/or the correction of code violations and required permits to effect a covered repair/replacement.
We expect AHS to value the immense amount of lost time, emotional distress, cost of window A/C units and the electricity to use them, and their gross mistreatment incurred all at our expense due to AHS's negligence. If not appropriately compensated, we will seek arbitration on this matter. We will not retract these legitimate complaints from the BBB unless AHS voluntarily makes amends for this.
Sincerely,
*************************Business Response
Date: 08/16/2022
August 16, 2022
*************************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *************************; AHS Plan No.604413908; BBB Case No. 17633114
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.
AHS does apologize for the plan holder's frustration regarding this matter. However,my previous correspondence accurately & correctly stated AHS' position regarding this matter. AHS has updated the approval for the replacement of the air handler unit and the condenser for the air conditioner unit. AHS has covered $1000 for the code upgrades needed. The total amount that **************** is responsible to pay is $2,501.40. In alternative of having the replacement completed by ********** AHS can offer **************** the *** offer of $2,412.27.
When **************** has made a decision on how she would like to move forward she may contact AHS directly at ************.
In order to amicably resolve this issue, although not liable to do so, AHS will reimburse **************** up to $300 if she would like to purchase a window unit or temporary cooling unit. She can upload the receipt to the BBB site or email *************************************************************.
Thank you for your consideration
Sincerely,
AMERICAN HOME SHIELD CORPORATIONCustomer Answer
Date: 08/18/2022
Complaint: 17633114
I am rejecting this response because:Dear *************************,
I will first point out that in the first response, the agent claims that I am responsible for $3,501.40. I then informed the agent that even if we are responsible for charges related to modifications and codes in this case, AHS is contracted to cover $1000 of those charges. The agents next email states that I am responsible for $2501.40. Despite this clear contradiction, the agent claims to have accurately represented AHSs position. The lack of attention to contractual details is one of many reasons not to trust this company.
The CIL offer is less than half of what it would cost to continue with the replacement. We will not accept this.
In fact, AHS is liable to compensate us in this situation. Home warranty companies are legally required to complete service requests in a reasonable amount of time. I believe this is why the agent is not addressing the fact that AHS sent the incorrect part multiple times even though they were provided with the correct part number. The $300 is not even close to an appropriate amount.
I will repeat the grievances I listed in my previous email that the agent has not responded to, below...
When we called to ensure our contract would not be renewed due to their terrible service, the agent I spoke with informed me that if I did not renew our contract, our service request would not be completed. We believe this to be an illegal consumer manipulation tactic.
Additionally, AHS customer ********************** representatives frequently give misinformation. Many times, I was told someone would be reaching out to me via phone and this did not happen. When your agents do not understand the question or simply do not care enough to find the answer, they will make up whatever is convenient for them even if it has nothing to do with your question. I understand that English may not be their first language, but it is immoral for a corporation to use this as a wall to hide behind. The number of times I have been told "we are experiencing a glitch in the system" or "no one is available" when I ask to speak to a supervisor is unacceptable. Not once have I been able to do so.
AHS has not responded to why it has split this service request into two separate requests and marked both, falsely, as completed.
I want to accurately convey my position regarding my BBB complaints. I expect AHS to make full amends for their mishandling of our service request and for the manipulation tactic of one of their agents when I attempted to cancel the renewal of our contract. If and only if the following two conditions are met will I consider this matter amicably resolved.
1.100% of the charges related to modifications and codes must be covered by AHS
2.Terminate our renewed contract and refund any related charges
Sincerely,
*************************Business Response
Date: 08/26/2022
August 26, 2022
*************************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *************************; AHS Plan No.604413908; BBB Case No. 17633114
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.
AHS does apologize for the plan holder's frustration regarding this matter. My previous correspondence accurately & correctly stated AHS' position regarding this matter. In alternative of having the replacement completed by ********** AHS can offer **************** the *** offer of $2,412.27. Section A.5.c of the warranty plan provides that in some instances, AHS may offer the customer the option of accepting cash in lieu of repair or replacement services. 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 the customer accepts such an offer, the customer is required to repair the item or provide a new replacement and send the acceptable proof of their actual itemized costs to AHS before any reimbursement amount will be paid. AHS' position does remain unchanged.
AHS is awaiting Ms. ****** decision on how she would like to move forward.
With regards to cancellation, section L.4 of the warranty plan states if the customer or ********************** cancels the contract after the 30th day following the beginning of the contract term: (a) if AHS has not provided any services, the customer will receive a pro rata refund of the contract fees paid for the unexpired 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; (c) If AHS has provided services and the amount of the service costs incurred by AHS is greater than the contract fees paid, the customer shall pay ********************** the lesser of (i) the amount by which the service costs incurred by AHS exceeds the contract fees paid; or (ii) the amount by which the annual rate listed on the Contract Agreement pages exceeds the contract fees paid; and (d) Additionally, 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. Therefore, **************** would not be entitled to a full reimbursement of contract fees.
Thank you for your consideration
Sincerely,
AMERICAN HOME SHIELD CORPORATIONCustomer Answer
Date: 08/27/2022
Complaint: 17633114
I am rejecting this response because:It is apparent that AHS is only responding to these letters in hopes I will let this go so that the BBB complaint will automatically close. This is evident to me in the following ways. The agent uses a template when writing responses. The agent continues to ignore the majority of my complaints. The agent is repeating the same information to avoid addressing my other concerns. However, I want to be clear with something here... None of my frustration is directed towards the agent. I firmly believe the agent is simply performing their job as trained by AHS and I respect the agent's responsibilities. From my perspective, AHS is responsible for this unethical business tactic. My complaints and frustrations are only directed at AHS as a company and never at an individual employee.
I will not allow AHS to silence my complaints with these empty responses. Other consumers need to be aware of how they will be taken advantage of by this company.
Sincerely,
*************************Business Response
Date: 09/08/2022
September 8, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *************************; AHS Plan No.604413908; BBB Case No. 17633114
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.
AHS does apologize for the plan holder's frustration regarding this matter. AHS is a service company, and it is our goal to provide timely service solutions to our customers. We strive to provide the highest level of service to all of our customers, and we are sorry that we fell short of that goal in your situation. On September 7, 2022, **************** declined the *** reimbursement offer from AHS. AHS purchasing department ordered the equipment,and the eta date is September 19, 2022. This replacement is in progress.
Thank you for your consideration
Sincerely,
AMERICAN HOME SHIELD CORPORATIONCustomer Answer
Date: 09/09/2022
Complaint: 17633114
I am rejecting the response from AHS because it does not address our complaints. To us, this situation remains unacceptable and our BBB complaint is still valid.
Sincerely,
*************************Business Response
Date: 09/29/2022
September 29, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *************************; AHS Plan No.604413908; BBB Case No. 17633114
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.
AHS does apologize for the plan holder's frustration regarding this matter. ********** has confirmed they have scheduled an installation appointment with *************** on October 5, 2022.
AHS does apologize to **************** due to the delay, however, Section I.9 of the warranty plan states AHS is not responsible or liable for any delay in service or failure to provide service caused by conditions beyond AHSs control. In order to amicably resolve this issue, although not liable to do so, AHS originally offered to reimburse $300, AHS will up the offer to $600 for the non-covered cost due to the delay.
If **************** would like to accept the $600 reimbursement offer, she may provide a verified mailing address for the check to be received.
Thank you for your consideration
Sincerely,
AMERICAN HOME SHIELD CORPORATIONInitial Complaint
Date:07/28/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We submitted a request for our AC on July 10. It has been 18 days and have had no help. We had a co tractor come. But now they will not return calls and AHS will not allow us to switch to another co tractor. Our daughter is sick. Our dog is overheated. And now our electronics (laptops, iPads etc) show a screen that says moisture detected. This is unacceptable!!Business Response
Date: 07/31/2022
July 31,2022
*************************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *************************; AHS Plan No.593009418; BBB Case No. 17638014
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.
AHS does apologize for the plan holder's frustration regarding this matter. On July 25, 2022 Empire Mechanical reported to AHS that the evaporator coil and the condenser will need to be replaced. AHS approved the technician to complete the replacement.On July 29, 2022 Empire Mechanical informed AHS that ****************** accepted an upgrade for the air conditioner replacement. Therefore, it appears this matter has been resolved in accordance with the terms of the warranty plan, and AHS will be closing this file.
Thank you for your consideration
Sincerely,
AMERICAN HOME SHIELD CORPORATIONInitial Complaint
Date:07/28/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been dealing with this problem for 2 months air has not been working properly. They sent out one tech and said it was my fault it wasn't. Another one came and said it was something else he needed approval for. 2 weeks on approval he tried to come back in the middle of one of my meetings for work. I tried to get placed at a different schedule no luck. Finally came out the next week cleaned a part said it should be better and nope it got worse. So while this is going on in 100+ degree weather I get an ** unit to help cool the house down also a nice 365 **** from the electric company. I tried to get a tech back out a few hours later they say they can come back next week and fix the problem they made worse. Meanwhile American Home Shield says they cant do anything because they didn't give me permission to buy an ** unit and aren't responsible for Electric bills. this all started around May or Jun. Its fine they aren't responsible for bills but at least get the ** working correctly I shouldn't have to keep calling them for this and not getting anywhere. I just want my air fixed and to cancel this crappy service ticket number is *********Business Response
Date: 07/30/2022
July 30,2022
***************************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *****************************; AHS Plan No.589390778; BBB Case No. 17637798
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.
AHS does apologize for the plan holder's frustration regarding this matter. On July 13, 2022 ********* Home Services reported to AHS that the technician cleaned the blower wheel. ****************** informed AHS that the unit still was having issues, AHS placed a recall service request for the company to return to the home. This repair has been completed.
Thank you for your consideration
Sincerely,
AMERICAN HOME SHIELD CORPORATION
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