Business Profile

Home Warranty Plans

American Home Shield

Headquarters

Complaints

This profile includes complaints for American Home Shield's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

19,246 total complaints in the last 3 years.
5,288 complaints closed in the last 12 months.

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The 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:Service or Repair Issues
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.
My wife and I own a rental property in ********** **. We have an American Home Shield warranty on that property, and have been paying for it monthly, for approx 7 years. Our tenants called with a no air conditioning issue early in July. On July the 9th, we called AHS and they charged us our $100.00 deductible and sent their tech out. He verified it needed a complete new ** system. They informed us there were many items that would not be covered per our contract, ie, permits, modifications, etc, etc, which totaled $2,900.00. So, if we wanted them to honor our home warranty and replace the ** unit, it would still cost us $3K. Ok, that's annoying, but I told them to go ahead, because it's 100 degrees here in ******* and my tenants have no **. Today, about 3 weeks later I called for a status update, because I haven't heard anything from them. All they can say is that they have no information to give me. WHAT????? 3 weeks and they have no information to give me??? I asked for a manager and ******* said he could not let me speak to anyone else, because they would just give me the same info. I said are the parts even ordered? ******* said, "I have no information to give you." So, there seems to be nothing I can do to get AHS to do what I have contracted and paid them to do. I know all these home warranty companies have a bad reputation, but as you can see, American Home Shield has to be at the absolute bottom of the group. At least it is for my wife and I.
Business Response
Date: 08/02/2022
August 2, 2022

***************************
BBB of the Mid-South
3693 ***************************************************************************************************************************; AHS Plan No.597155718; BBB Case No. 17636327

Dear ***************************:

American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.

We truly appreciate the valuable feedback from ******************************* and for allowing us the opportunity to assist with bringing the air conditioner service request to a resolution. According to our records,the air conditioner service request was placed on July 9, 2022. The vendor, *** Systems ***, LLC. reported that both the condenser and air handler need to be replaced. AHS authorized the replacement & entered an equipment request. To install new equipment, modifications and/or code upgrades are required however not covered by the warranty as stated in contract section I.4.b. except as otherwise specified in this contract, AHS is not responsible or liable for costs of construction, carpentry, or other modifications necessary to remove, relocate, or install equipment. The modifications and/or code upgrades are as follows: pad $250.00, electrical disconnect $300.00, line set insulation and modification $1085.00, locking caps $85.00, additional modifications and/or codes $435.00,plenum $150.00, ductwork modifications $225.00, float switch $125.00, and permit $250.00. Total non-covered charges are $2905.00. This is payable directly to *** Systems ***, LLC.

As an alternative AHS offered cash in lieu (***) of replacement in accordance with contract section A.5.c. In some instances, AHS may offer you the option of accepting cash-in-lieu of repair or replacement services. This amount offered is based on what AHS would expect to pay (which is substantially less than retail cost) for parts and labor for covered items less the incurred cost of the contractors diagnosis. AHS is not obliged to extend such an offer and you are under no obligation to accept such an offer. If you accept such an offer,you are required to repair the item or provide a new replacement and send acceptable proof of your actual itemized costs to AHS before any reimbursement amount will be paid. The *** offer is $2725.00.

The plan holder is welcome to confirm on this complaint if they would like to proceed with the cash in lieu offer in accordance with the provisions of the warranty plan. Alternatively, the plan holder may contact AHS' directly if they would prefer to wait on the part to be received and schedule accordingly directly with the contractor.

Sincerely,

American Home Shield of *******, Inc.
Customer Answer
Date: 08/02/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and will accept the cash payout rather than the repair, because I have no choice. They waited 2.5 weeks before they ordered the parts. Who knows when the repair would have been done. And when asked how much the cash option was to help us make our decision, we were told, "we will mail it to you." Couldn't even get an amount of the cash option until we accepted the offer. So, I'm having someone else do it this week. It's 100 degrees here in *******. We were only able to find out the cash payout amount after 2.5 weeks. All emails and phone calls to AHS for the 1st 2.5 weeks were met with, "We have no information for you." That's it!!! After 2.5 weeks we could only take matters into our own hands, because nothing was getting done. On a larger scale, they advertise, "buy our warranty so you're covered if you central AC system breaks." They don't say, if your AC system breaks, we'll cover half of the repair, but you'll be responsible for the other half!!! By the way, we would have to pay $2,900.00 if we had proceeded with the repair. What exactly would we be paying for??? A new $200.00 concrete slab which is the new code, ok fine. An electrical quick disconnect for $300.00, why??? It already has an electrical quick disconnect. What is the $1,085.00 for??? They say modifications, but what has to be modified??? The compressor/ condenser mounts on the slab outside and the evaporator mounts inside where the old evaporator was. What modifications are required?? I can't get an answer. So, we're accepting the cash offer, because we can't wait another month for AHS to get this repair done. We will have to pay an AC company $7,300.00 and I'll only receive $2,700.00 from American Home Shield. So, why have we been paying them every month for 7 years??? As stated, We accept their offer, because we really have no choice. We have to get our home AC repaired. We feel like American Home Shield has really let us down.
Having said all of that, I understand the business environment that we are is challenging. So, please, issue the check as soon as you can so we can move on from this unpleasant experience.
Sincerely,

*******************************
Initial Complaint
Date:07/28/2022
Type:Service or Repair Issues
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.
The Sent out a s***** contactor to our condo. Water Heater Solutions. Who on the first visit refused to touch my water heater. They told me it was the electrical system. Had two electrician come out and tell me it wasn't. The panel and wiring were replaced in the last few years. They sent Water Heater Solutions back out to me. And it took a week just like the first time for them to come out. And then after I told the guy it's not the electric and two people told me. He didn't believe me until I gave him the two reports. And he finally recommended the replacement. But ghosted us after. I kept calling AHS. They told us to call Water Heater Solutions. No one was picking up the phone. After a month AHS offered us cash. But only to replace the water heater. Not to pay a professional. I was out **** dollars for that part. I'm not renewing with AHS because they're contractors are ****.This was over the course of May June and July I want the **** dollars I'm out because American Home Shield did not honor the original contact. They tend to hire people who won't come back so they don't have to pay out much.
Business Response
Date: 08/05/2022
August 5, 2022

***** Dee
BBB of the Mid-South
3693 ********************************************************************************************************************; AHS Plan No.604877688; BBB Case No. 17636440

Dear **********:

American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.

We truly appreciate the valuable feedback from ************************* and for allowing us the opportunity to assist with bringing the water heater service request to a resolution. According to our records, the water heater service request was placed on May 23, 2022. The vendor, Water Heater Solutions reported that the water heater was leaking and needed to be replaced. AHS authorized the replacement. To install new equipment, modifications and/or code upgrades are required however not covered under the warranty as stated in ******* Scotts contract section D.4.b. except as otherwise specified in your agreement, AHS is not responsible or liable for costs of construction, carpentry, or other modifications necessary to remove, relocate, or install a Covered Item or part thereof. The modifications and/or code upgrades are as follows: shut off valve $160.00 and water line $250.00, The total non-covered charges are $410.00. This is payable directly to the vendor,Water Heater Solutions.

As an alternative, AHSA offered cash in lieu (***) of replacement in accordance with contract section D.8.b. If AHS determines, in its sole reasonable discretion, that circumstances beyond AHS' control prevent or hamper AHS from providing a proper repair or replacement of a Covered Item, AHS may provide you cash in lieu of AHS cost of such repair or replacement services. The *** offer is $617.25.

On July 7, 2022, ************************* accepted the *** and AHS processed it on July 12, 2022. It can take ***** business days to receive the check. The envelope will be addressed from Frontdoor/AHS. No additional reimbursement is due to *************************. This matter is considered resolved.

Thank you for your consideration.

Sincerely,

American Home Shield Corporation
Customer Answer
Date: 08/05/2022

Complaint: 17636440

I am rejecting this response because: the cost of a 40 gallon water heater is not $120 in 2022. Maybe at whole sale, but consumers can't easily contact manufacturers and have them ship them items. I only have 14 days to get this done.

I don't even want a refund at this point. I just want someone to look into this shady business. They hire contractors who do not do there job. The fact that they gave a contractor two months to drag there feet is unbelievable.
WATER HEATER SOLUTIONS, was sent back to follow up on an issue they indicated was not a water heater issue. The tech refused to even touch the water heater in May. He told me I'd need an electrician. We had two come out. One we paid out of pocket for and one sent by American Home Shield. Both indicated it was the water heater. The guy came back out with supplies this time.

i told him what both told is and my brother in law told us the water heater is leaking. There is a water stain on the ground.

he fianllu recommended a replacement on june 10th or 11th. And never returned our calls after. He abandoned the job.

AHS told me over the phone that it would be best to accpet thr cash offer. Since I'd have to start this whole process over. I felt defeated and accepted. I thought the cash offer would at least cover 2/3rds of the replacement. But I'm out of pocket 1200.

To let a company treat their customers this ways is backwards. I'm afraid to use them again Because they are known for this. Please view there ******* for proof. Hundreds of customers are crying for help.

Again, if I cant get more money to cover the outside contractor, fine. But i want this on record. ************ has shady business practices.

Sincerely,

*************************
Business Response
Date: 08/15/2022
August 15, 2022

***** Dee
BBB of the Mid-South
3693 *************
*******,** 38125

RE:*************************; AHS Plan No.604877688; BBB Case No. 17636440

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.

After further review, it is found that AHS has previously and accurately advised ************************* as it pertains to the water heater. The *** offer is what AHS is expected to pay to replace the water heater. AHS does not pay retail costs and is able to purchase its replacement parts and/or equipment at discounted prices. This matte is considered resolved.

Thank you for your consideration.

Sincerely,

American Home Shield Corporation
Initial Complaint
Date:07/28/2022
Type:Order Issues
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.
On the 7th of July, I called in a request to have my water heater looked at because it was leaking. On the 9th of July, I was charged the normal $100 service charge. To date, i have not had a contractor assigned nor been contacted by american home shield as a call-back. I have followed up with AHS at least 15 times. Their standard reply by the customer ********************** representatives is that "we are sorry" Your case has been forwarded to a scheduling representative. Meanwhile, the leak may be causing more damage in my home.
Business Response
Date: 08/23/2022
August 23, 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.

********************* was authorized on August 3, 2022, to replace the water heater and the service contractor has indicated that the water heater was replaced as of August 6, 2022. As a courtesy, AHS has waived the trade service call fee and a $100 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 CORPORATION

********************;
Claims Resolution Specialist
1524 ****************************************************************************************************************************************************************************************************************************;
Customer Answer
Date: 08/25/2022

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:Service or Repair Issues
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.
This is a follow up to the original complaint filed, Complaint Number ******** (Formerly Case ID ********* but I will painfully go over the whole story again. My ** broke down early in May and contacted AHS. They sent out ************** HV** to diagnose the problem and was told it was the compressor which was down. AHS recommended I pay $1070.00 for refrigerant and $350 for a line set modification (which I was told by different contractors was not needed) but no matter how I explained it, AHS didn't budge. I came to the BBB and ******************* of AHS was kind enough to give a fair resolution of refunding the $350 I had paid for the line set modification. It gets worse from here; on the exact day I received the refund my ** stopped working. I waited for a week (because I was out on vacation with my family) and after returning, the ** was still not working which was literally 11 days after K&J had completed the repairs on the unit. I tried calling K&J several times to report the issue, but no one answered. I called AHS and was told I had to pay another $100 for a new service request, I shared with them it was the same unit which repairs had been done a little over a week prior but was told I had to pay, reluctantly i did. They sent out a new HV** company, New Line LLC who said the previous company, screwed up by putting in the wrong compressor. Quoting the technician he said its like "putting the engine of a ******** in a ******** I have called several times and all I hear is we have to wait on our authorization department. I finally got through to someone today who told me AHS is going to pay for the compressor; but I have to pay for the refrigerant. Why do I have to pay for something that I already paid for? If K&J HV** screwed up, why don't you go after them? Why me? I want the right thing to be done, I'm not paying a dime again to fix a mess that I didn't create, the contractor you hired did the wrong thing so you need to correct it. Hope the right is done. Thanks
Business Response
Date: 08/20/2022
August 20, 2022

*****************
BBB of the Mid-South
3693 *************
*******, ** 38125

RE: ******* &*****************************; AHS Plan No. *********; BBB Case No. 17636297

Dear **********:

American Home Shield ("AHS")is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.

I have reviewed AHS records regarding this matter. AHS does apologize for the plan holders frustrations regarding this matter. AHS records indicate the plan holder worked directly with AHS *********************** regarding this matter. As a courtesy, AHS agreed to reimburse the plan holder $223.96 towards the purchase of a window air conditioner. On August 8, 2022, a check (# ********) in the amount of $223.96, was released by FrontDoor, Inc., on behalf of AHS. On August 19, 2022, the plan holder confirmed their air conditioner was repair. Therefore,it appears this matter is resolved.

Thank you for your consideration.

Sincerely,

American Home Shield of Virginia, Inc.

*****************************
Claims Resolution Specialist
Customer Answer
Date: 08/20/2022

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:Service or Repair Issues
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 **ntracted American Home Shield in April of 2018 so far I've paid a total of approximately $1610.00. On July 10 2022 my air **nditioner broke down, AHS sent out American Air on July 11 ****** replace a capacitor and cleaned the outside **mpressor, and stated they needed to clean the inside A-**il/dirty and stated they would have to obtain authorization from AHS and that it would have to be rescheduled. On July 21 American Air sent out **** to clean A-**il, instead of **ming inside first to see if it was even feasible to pull A-**il, as I had re**mmended, he began outside and "supposedly" pumped down all the freon in the **ndenser outside. **** then proceeded to cut the inside **il freon lines, immediately I heard a hissing and I believe they released all the freon into the atmosphere. It wasn't until then that **** stated that it was a 2 man job because he **uldn't get the A-**il out without pulling the entire furnace and blower first and that they would have to obtain approval from AHS. I called AHS and fired American Air I stated I wanted a better a/c ** to **me out so on July 22 AHS scheduled Quality hvac to **me fix a/c on July 26th, I tried calling them to **nfirm their work order to include removing furnace, A-**il and re-install, no answer and no reply to text. Quality Hvac no showed on July 26, but they informed AHS that job was **mpleted because I received an email from AHS asking me to rate their service. Again, on July 27th I **mplained to AHS and tried **ntacting Quality, no reply to text messaging (seems their preferred method of **mmunicating to their customers) until I threatened to make a BBB **mplaint. They stated they were awaiting authorization from AHS. At 1:57pm on that same day I received an email from AHS that I will have to pay $1700 for a new evaporator **il??? I don't need a new **il, I just need them to pull/clean the **il, re-install **il, braze/pressure test lines, then reintroduce freon, all of which should be **vered by my policy.
Business Response
Date: 08/02/2022
August 2, 2022

*******************;
BBB of the Mid-South
3693 *******************************************************************************************************************; AHS Plan No.599581138; BBB Case No. 17635958

Dear **********:

American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.

We truly appreciate the valuable feedback from *************************** and for allowing us the opportunity to assist with bringing the air conditioner service request to a resolution. According to our records,the air conditioner service request was placed on July 20, 2022. The vendor, Quality HVAC, LLC. reported that the evaporator coil needed to be pulled and cleaned. To do so, modifications were needed however not covered by the contract as stated in section I.4.b. except as otherwise specified in this contract, AHS is not responsible or liable for costs of construction, carpentry, or other modifications necessary to remove, relocate,or install equipment. The modification cost is $1220.00, In addition, the plan holder is responsible for the refrigerant cost over the contract limit as stated in contract section E.1. Limitation of monetary liability: AHS will pay up to $10 per pound per occurrence for the refrigerant. The customer is responsible for payment of any costs in excess of $10 per pound. The over the contract limit cost for the freon is $480.00. The total non-covered cost is $1700.00.

On August 2, 2022, AHS dispatched a second opinion vendor to diagnose the air conditioner. AHS coverage decisions are based on the diagnosis received from the assigned contractor and the terms of the plan. The vendor, American Air Conditioning and *************** will contact the plan holder directly to schedule an appointment.

Thank you for your consideration.

Sincerely,

American Home Shield of *****, Inc.
Customer Answer
Date: 08/02/2022

Complaint: 17635958

I am rejecting this response because: First, my air conditioner was working after the initial fix on July 11th, by American Air tech ******, who recommended evaporator coil cleaning. so American Home Shield sent out American Air tech **** to my residence knowing what all work needed to be done, as reported by their tech ******, such as removal and re-install evaporator coil, which required the removal and re-install furnace and or removing evaporator coil through the plenum in the attic. (none of which requires modifications just hard work) Then their tech **** let out all of my freon into my house and into the atmosphere (which is a huge EPA violation in itself) by cutting evaporator coil lines, knowing what all work needed to be done, leaving me and my family without A/C for over 2 weeks in 100*++ heat, knowing this would force my hand to accept the exorbitant modification fees as well as the cost of freon. Second, Quality Hvac has never been to my house much less inspected my system so therefore they could NOT possibly know whether or not I need a new evaporator coil. I have cameras on my house and can prove that Quality hvac did not come out to my property on July 22, between 12pm-4pm. Lastly I want a "buyout" of my contract with American Home shield (meaning AHS would be required to pay me for the cost of cleaning the evaporator coil, the removal and re-install of the evaporator coil and the freon required to get the system back up and running and return it to its original working condition prior to July 21st.

Sincerely,

***************************
Business Response
Date: 08/05/2022
August 5, 2022

*******************;
BBB of the Mid-South
3693 *************
*******,** 38125

RE:***************************; AHS Plan No.599581138; BBB Case No. 17635958

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.

After further review, it is found that AHS has previously and accurately advised *************************** as it pertains to the air conditioner. On August 2, 2022, AHS dispatched a second opinion vendor to diagnose the air conditioner. AHS coverage decisions are based on the diagnosis received from the assigned contractor and the terms of the plan. The vendor, American Air Conditioning and *************** will contact the plan holder directly to schedule an appointment.

Thank you for your consideration.

Sincerely,

American Home Shield of *****, ****
Customer Answer
Date: 08/08/2022

Complaint: 17635958

I am rejecting this response because: American Home Shield is lying, they have NOT sent ou a 2nd dispatch of "American Air" much less a first in "Quality Air." This is a straight up lie and I have home camera system that can prove that they haven't sent Quality nor American air to give a 2nd opinion. AHS/American Air conditioning broke my working air conditioner and I want it fixed asap! There was nothing wrong with my air conditioner other than the fact that the evaporator coil needed cleaning. American Air at AHS approval came out and cut my evaporator coil freon lines letting all of my freon out into my house and into the atmosphere (which I have reported to the **** then told me they needed another approval to pull my furnace in order to get my evaporator coil out in order to clean. Now I have been w/out a/c since July 21st, ******************************************************************************** my original contract with AHS.

Sincerely,

***************************
Business Response
Date: 08/15/2022
August 15, 2022

*******************;
BBB of the Mid-South
3693 *************
*******,** 38125

RE:***************************; AHS Plan No.599581138; BBB Case No. 17635958

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.

After further review, it is found that AHS has previously and accurately advised *************************** as it pertains to the air conditioner.   The vendor, Quality HVAC, LLC reported that in order to clean the evaporator coil, it would need to be pulled, and in doing so modifications would be needed which are not covered by the warranty as stated in contract section I.4.b. except as otherwise specified in this contract, AHS is not responsible or liable for costs of construction,carpentry, or other modifications necessary to remove, relocate, or install equipment. The modification cost is $1220.00, In addition, the plan holder is responsible for the refrigerant cost over the contract limit as stated in contract section E.1. Limitation of monetary liability: AHS will pay up to $10 per pound per occurrence for the refrigerant. The customer is responsible for payment of any costs in excess of $10 per pound. The over the contract limit cost for the freon is $480.00. The total non-covered cost is $1700.00.

On August 2, 2022, AHS dispatched a second opinion vendor to diagnose the air conditioner. AHS coverage decisions are based on the diagnosis received from the assigned contractor and the terms of the plan. The vendor, American Air Conditioning and *************** will contact the plan holder directly to schedule an appointment. American Air reported to AHS that a message was left for the plan holder on August 2, 2022,to schedule an appointment. *************************** can contact the vendor, American Air Conditioner directly to schedule an appointment to diagnose the air conditioner. Their direct phone number is ************.

Thank you for your consideration

Sincerely,

American Home Shield of *****, Inc.
Customer Answer
Date: 08/15/2022

Complaint: 17635958

I am rejecting this response because: The attached photos show the way American Home Shield left my air conditioner on July 21st, 2022. Prior to that, it WAS in good working condition. Only at their representatives (American Air Conditioning) recommendation and AHS approval to clean the evaporator coil, only then did I allow them to come out and work on my system. It was then that their representatives came out and broke my air conditioner and left it w/ no freon by leaking out all the freon into the atmosphere. I do expect AHS to restore my air conditioner back to its original and good working condition. And this should by no means dismiss American Home Shield from returning my air conditioner back to it's original good working condition at no extra cost to me as it was originally in good working condition!
And, absolutely NO ONE (second opinion vendor) came out on August 2nd, to diagnose the air conditioner, this is another lie from American Home Shield and I have cameras on my house I can prove that to be false and misleading info just as when they also stated that on July 26th @5:57 pm a second opinion vendor Quality Air came out and gave a diagnosis of $1700, of which was another lie and deceitful tactic. I kept the video of that particular **************** to prove that no on came out at that specific *************. Notice that American Home Shield did not give a specific time so as to not allow me to annotate this particular claim on Aug. 2nd. But I ill keep all of the video of that date as well so as to prove that no one second option vendor came out that date.
These are my expectations:
1. American Home Shield restore my air conditioner to its original good working condition, and in a timely manner, and at no extra cost to me as my a/c was NOT broken prior to their representative company coming out and breaking it and leaving me w/ no a/c.
2. Only after that do I want American Home Shield to refund me a buy back of my contract and release me from any future monthly premiums to them.
Sincerely,

***************************
Business Response
Date: 08/25/2022
August 25, 2022

*****************
BBB of the Mid-South
3693 *********************************************************

RE: ***************************; AHS Plan No.599581138;BBB Case No. 17635958

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.

After further review, it is found that AHS has previously and accurately advised *************************** as it pertains to the air conditioner. A second opinion service requested was place on August 2, 2022, however, the plan holder has not scheduled with the vendor therefore no visit has occurred to diagnose the air conditioner.    If no appointment is scheduled, then AHS will stand on its current decision. AHS authorized the cleaning of the evaporator coil. The total non-covered charge is $1770.00 This would be payable directly to the vendor, Quality HVAC, LLC.

Thank you for your consideration.

Sincerely,

American Home Shield of *****, Inc.
Initial Complaint
Date:07/28/2022
Type:Order Issues
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.
Approx. on May 15, 2022, I made a service request regarding the vent in my guest room not having air coming out of it. Tech from Lindsay ******* and Cooling came and provided a diagnostic on May 18, 2022. I followed up with calls on June 2, June 14, July 8, July 14, July 27 to AHS to try and resolve my service ticket. I was told they were waiting on the diagnostic from the the Tech. I spoke with the heating company a few times he stated they had provided the diagnostic the AHS. I asked AHS how do we move forward and later found out they closed my ticket and opened a new one to send the same company back out to do another diagnostic. I spoke to AHS today and they stated they would send someone else out to do a diagnostic once they found someone. I have been without air in that room for 2 months now. The room is upstairs and it's not bearable. I am going to have to but a portable a/c. I would like AHS to approve the work so that it can be done without further delay.
Business Response
Date: 08/02/2022
August 2, 2022

***** Dee
BBB of the Mid-South
3693 *******************************************************************************************************************; AHS Plan No.60569893; BBB Case No. 17636059

Dear **********:

American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.

We truly appreciate the valuable feedback from ************************* and for allowing us the opportunity to assist with bringing the ductwork service request to a resolution. According to our records, the original service request for the ductwork was placed on May 15, 2022. The vendor, Lindsay ******* & Cooling never reported the diagnosis to AHS. On July 14, 2022, a second service request was placed for the ductwork & sent to ***** & Sons, LLC however the request was later transferred as they do not work on ductwork. The request was then sent to Lindsay ******* & Cooling. On August 2, 2022, they reported to AHS that there is one room with no airflow due to an improper design of the ducts. The vendor stated access would be needed through the drywall and new ductwork will have to be installed. Whilst the AHS warranty does not cover for failures due to improper design or making access through the drywall, due to the delay in receiving the diagnosis AHS transferred the vendor for another opinion on the ductwork. On August 2, 2022, AHS dispatched ***************** & AC to diagnose the ductwork. AHS coverage decisions are based on the diagnosis received from the assigned contractor and the terms of the plan. ***************** & AC will contact the plan holder directly to schedule an appointment to diagnose the ductwork.

Thank you for your consideration.

Sincerely,

American Home Shield Corporation
Customer Answer
Date: 08/02/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and want to make clarifications. The original service provider ******* heating stating I needed dampers as evidence thay was uploaded from the invoice dated in May when he the tech came out on the service call. The *********** did contact me today and has scheduled to come next Wednesday to take a look. But I would like to know why the original diagnosis that is attached in my original complaint is being disregarded.

Sincerely,

*************************
Initial Complaint
Date:07/28/2022
Type:Service or Repair Issues
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.
The transaction date was 6/15/2022. The request number is *********. I've been with AHS for over 10 years and the service has become HORRIBLE. I was without AC for a month or more waiting on a response from the company. After finally responding with them not being able to find a service agent in my area, in which I know why now, will explain that later, the company granted me the right to find a licensed agent in which they agreed to pay them after they complete the services. However, nobody around my community wanted to work for AHS, everyone one of them said they take entirely too long to pay them and their interaction with the company has been HORRIBLE. After contacting home shield and sharing these sentiments, their only resolve was for me to continue searching for my own licensed agent. May I add again we are getting record numbers of heat and we've had to stay with others or hotels because it has been entirely too hot. After searching desperately for someone to fix my unit the company agreed, ONLY if I paid them upfront to fix it. I agreed and paid over $1,200.00 in which I hadn't received back yet. I had 3 AC units to go out while trying to heat ***** sq. ft and I hadn't heard ANYTHING from AHS. After several attempts and hours of holding on the phone lines, I am beyond frustrated. I'm hoping for immediate resolve. I understand things happen, however the communication and customer ********************** has been horrible.
Business Response
Date: 07/31/2022
July 31,2022

*************************
BBB of the Mid-South
3693 *************
*******, ** 38125

RE: *****************************; AHS Plan No.593882938; BBB Case No. 17635478

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 12, 2022 AHS approved the outside authorization company Miles HVAC Services to replace the condenser fan motor and recharge the air conditioner unit with refrigerant.Section C.3 of the warranty plan states in the event AHS authorizes or requests you to contact an independent service contractor to perform a covered service,AHS will provide reimbursement for an authorized amount of the cost you incur for the repair or replacement services. Acceptable proof of the repair and your actual itemized costs must be provided to and approved by AHS before any reimbursement will be paid.

AHS has not received the paid invoice or receipt for the outside authorization repair, ********************** may submit the invoice to the BBB website or ****************************************************

Thank you for your consideration

Sincerely,

AMERICAN HOME SHIELD CORPORATION
Customer Answer
Date: 08/01/2022

Complaint: 17635478

I am rejecting this response because: As you can see in the attachment, I've sent an email twice with the receipt attached. Every time I call after holding 50 minutes to an hour or so, they ask me to submit another invoice after I've already told them I've submitted it more than once. I am a sir as well. Please refund my money and replace my 3 window units PLEASE?

Sincerely,

*****************************
Business Response
Date: 08/14/2022
August 14, 2022

*************************
BBB of the Mid-South
3693 *************
*******, ** 38125

RE: *****************************; AHS Plan No.593882938; BBB Case No. 17635478

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 AHS accounting processed the outside authorization reimbursement of $665. ********************** should have received the check with in ***** business days.

If ********************** has not received the check, she may contact AHS directly at ************ and request a check research for the check to be cancelled and mailed again.

Thank you for your consideration

Sincerely,

AMERICAN HOME SHIELD CORPORATION
Customer Answer
Date: 08/19/2022

Complaint: 17635478

I am rejecting this response because:
On 7-5-2022 I, Mr. not ********************************* paid an invoice of $1,250.00 for HVAC repair stemming from my unit being out a month or so in record temperatures. The company could not find a single company that wanted to deal with them and their way of paying the contractors. I then was authorized to find my own contractor, who I repeat only would accept payment upfront! AHS gave authorization to pay the contractor and would reimburse my money. AHS states that a check was mailed for $665 on 7-26-2022. 1st I paid $1,250 plus $110.00 for the deductible. Thats more than what they are claiming they are issuing me. Also, I have 3 units that needs to be replaced IMMEDIATELY that burned out during these days of extreme hot temperatures. They are also listed on the attached invoice from the contractor as well as the total that was paid out of my pocket. This has been going on way to long and I need a resolution immediately. I have not received a check and if I had i would not be satisfied with the amount. I need my units replaced and my money reimbursed ASAP!

Sincerely,

*****************************
Business Response
Date: 09/03/2022
September 3, 2022

***************************
BBB of the Mid-South
3693 *************
*******, ** 38125

RE: *****************************; AHS Plan No.593882938; BBB Case No. 17635478

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 the invoice that ********************** submitted states that three window units will need to be replaced. Section E.1 of the warranty states AHS does not cover for window units. The reimbursement for the window units is denied. Therefore, AHS denies any liability with respect to any cost that ********************** may have incurred and will not comply with the compensation demand for the replacement of the window units.

AHS ********************* was provided with the plan holders confirmed mailing address, they will conduct a check trace to ensure the prior check was not cashed, and then once confirmed they will reissue a new check.The plan holder can expect to receive the check for the $665 within 14 to 21 business day provided the previous check was not cashed.

Thank you for your consideration

Sincerely,

AMERICAN HOME SHIELD CORPORATION
Initial Complaint
Date:07/28/2022
Type:Product Issues
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.
On May 30th, I sent a request for reimbursement of a check of $2300+ from American Home Shield. After tracking it down after nearly two months, I found out that they sent the check to the wrong address. Then they accused me of giving the address, which I did not know to whom it belonged nor did I know it in its entirety. I requested that they cancel the check and issue a new one, and he didn't know how that would happen (July 20, 2022). On a subsequent call, the representative told me that she would email accounting, but nothing yet. My credit card is due and I'd like my reimbursement check before my contract expires next month. This is for Agreement Number 664288897.At this same time, AHS signed us up for an additional year of service with plans to **** us over $1,000 without our consent. The new Agreement Number is to be *********. The same representative above told me that I have to call back after the contract has started in order to cancel it, but yet I never ordered it. Shady, shady.They also have multiple phone numbers that reach the same line: ************ 866-765-1691 877-489-3659
Business Response
Date: 08/08/2022
August 8, 2022

*********************
BBB of the Mid-South
3693 *************
*******, ** 38125

RE: ****************************; AHS Plan No. *********; BBB Case No. 17635859

Dear **********:

American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.

Thank you for sharing ******************** feedback and we apologize for any frustrations and inconveniences she may have experienced. Regarding her request for cash in lieu for her oven, per our records, on 7/18/22 she was informed that the check went to her mailing address at ******************, and we show a check pay date of 6/13/22 with a check # ******** in the amount of $2,260.68. On 8/5/22 an email was sent to *****************, to verify her mailing address. Regarding the renewal of her contract, per section K: AHS may, in its sole discretion, elect to renew this contract for a one-year contract term,unless otherwise approved by AHS. In the event we elect to renew your contract,you will be notified of the terms within 60 days prior to expiration of your contract. Unless you notify AHS prior to expiration of your contract, your contract will be automatically renewed, and you will be charged the applicable Plan Fees. The renewal contract ********* was cancelled in full on 8/7/22, if she has any other questions or concerns,she can reach us at ************.

Sincerely,

American Home Shield Corporation
Customer Answer
Date: 08/08/2022

Complaint: 17635859

I am rejecting this response because I LIVE AT ********************************************************************. This was the address provided to American Home Shield on May 30, 2022, requesting that the refund be sent to *************************** at ********************************************************************. They sent the check to another address (WHO LIVES THERE?!?!?!?! HOW DID THEY GET THAT ADDRESS INSTEAD OF MINE??).
I requested during the July phone call referenced by AHS that it was not the address I gave them (the AHS agent insisted I gave them the wrong address even though I don't know the full address). I asked during that call for them to cancel that check and reissue one to the correct mailing address and he indicated that he had no idea how that would happen. He did his job by locating the check and he was done. We have a credit card **** for $2,300+. I will continue to reject their replies until I receive my refund. If they doubt me, they can see that the check was never cashed, for I never received it.
WE HAVE THREE WEEKS LEFT ON THIS CONTRACT BEFORE THEY TRY TO NOT PAY **.
Thank you for cancelling the contract I never signed up for. Also, that would have been one of TWO bills for the same property and you would have charged us AND the former owner. Sneaky business practices.
Sincerely,

***************************
Business Response
Date: 08/13/2022
August 13, 2022

*********************
BBB of the Mid-South
3693 *************
*******, ** 38125

RE: ****************************; AHS Plan No. *********; BBB Case No. 17635859

Dear **********:

American Home Shield (AHS) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.

Thank you for allowing ** the opportunity to assist ****************** with her complaint, because the homeowner has not received the issued check, we will initiate check research to verify where the check was sent and if it was cashed. On 8/13/22 paperwork was submitted for check research, and once we are able to verify it hasn't been cashed, we will reissue the check. ****************** will receive the check, even when her contract expires on 8/28/22. If he has any other questions or concerns,she can reach us at ************.

Sincerely,

American Home Shield Corporation
Customer Answer
Date: 08/13/2022

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 AS LONG AS THEY REALLY RE-ISSUE THE PAYMENT. We have been waiting for two months.

Sincerely,

***************************
Initial Complaint
Date:07/28/2022
Type:Service or Repair Issues
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.
** unit failed during the middle of summer (July). Service tech reported that unit had leaked refrigerant and needed replacement. No other indications of damage or condition which would otherwise void the warranty was annotated in the technician's report. A few days later, I was requested to contact AHS and was advised that they would not honor the warranty because there was a "blanket" or a "blanket of dust" (?) in the ** unit (note: this was unclear as there was somewhat of a language barrier with the customer ********************** representative). Specifically, they cited Section A, paragraph 2 (d) of the contract. That paragraph references pre-existing conditions, visual inspections (visible damage) and mechanical tests (turning it on/off). No explanation could be provided as to how this supposed issue (which was not stated on the tech's report) was in violation of that section of the contract. Furthermore, the customer ********************** representative told me he could not provide me with any documentation to corroborate this report he supposedly had which indicated this "blanket/blanket of dust" issue. Essentially, AHS is willfully violating the terms of their contract, and likely fabricating some sort of excuse (blanket/dust on an outside ** unit?) as to why they won't honor their own contract.
Business Response
Date: 08/01/2022
August 1, 2022

*****************
BBB of the Mid-South
3693 *************
*******, ** 38125

RE: ***********************;AHS Plan No. *********; BBB Case No. 17635613

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. The plan holders warranty plan became effective on July 13, 2022. On July 19, 2022, a service request was placed on the air conditioner and ************************** and AC was dispatched to diagnose any problems. On July 25, 2022, it was reported the air conditioner had no refrigerant, the condenser has a blanket/sweater on the unit. The unit hasnt been maintained in 10 plus years, and there are holes where the welds are inside coil. The contractor explained this would all have been detectable by a visual inspection at the effective date of the warranty plan. Section A.2.d of the warranty plan states coverage under this contract includes normal wear and tear malfunctions during the contract term that are undetectable pre-existing conditions which are defects or mechanical failures that could not have been detected by a visual inspection and/or simple mechanical test. A visual inspection of the covered item verifies that it appears structurally intact and without damage or missing parts that would indicate inoperability. A simple mechanical test is defined as turning the item on and off to ensure that it is operational. While turned on, the item should operate without causing damage, irregular sounds,smoke, or other abnormal outcomes. Therefore, based on the information received and the terms of the warranty plan, the claim was denied.

On July 28, 2022, the plan holder disputed the diagnosis reported by ************************** and AC. AHS dispatched ********************************., to diagnose the air conditioner as a second opinion. *********************************., advised AHS they have a secured appointment with the plan holder on August 2,2022. AHS will make a coverage decision based on the diagnosis received and the terms of the plan.

Thank you for your consideration.

Sincerely,

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

*****************************
Claims Resolution Specialist
Customer Answer
Date: 08/10/2022

Complaint: 17635613

I am rejecting this response because:
RE: ***********************; AHS Plan No. *********; BBB Case No.17635613

Thank you for the prompt reply by AHS. Unfortunately, the information being provided by AHS is not factually accurate. The ** unit was inspected by a certified home inspector when I purchased the home as well as by myself prior to purchase of the home warranty with AHS in June of this year. Neither inspection indicated any operational or maintenance issues and the unit was operational (i.e. a mechanical test) upon purchase of the home warranty through AHS in June. This summer has been unseasonably hot in WI and considering the age of the ** (approx. 25 years), it is understandable that the unit would fail in the peak of the summer heat.
The unit was inspected by Kwik Serv Heating (a subcontractor of *********) on July 22nd, and it was found to have leaked off all the units refrigerant (R-22, which is no longer in manufacture). According to the technicians report which was provided to me (dated 07/22/22), all components within the ** system passed inspection, with exception of the evaporator coil which was found to have a leak (i.e. why the refrigerant was gone). This leak was only found using a nitrogen pressure test process; clearly this is not reasonably detectable by any level of visual inspection with the naked eye. Furthermore, the refrigerant (R-22) is a colorless, odorless gas which can only be detected using specialized equipment. AHSs claim that this leak would have been detectable by a visual inspection is factually incorrect and clearly nothing more than a flimsy excuse to avoid adherence to the terms of their contract. Nowhere in the (14) photographs provided by the technician (in the report) is a leak visible, and even to a trained eye, the leak was only found using a nitrogen gas pressure test by a certified technician with specialized equipment. Furthermore, nowhere in the report is it stated that the unit was poorly maintained and to the contrary, it was clearly stated and documented that there was no visible damage present.
As mentioned above, I also received a total of 14 photographs which the technician used to document the condition of the ** system as it was found upon inspection. According to the report, all other aspects of the unit showed only normal wear and tear. Nowhere in the report, nor in any of the photos- is there any documentation or mention of a blanket/sweater (considering AHS cant even delineate whether it was a blanket or a sweater, it is clear that this is nothing more than a miscommunication or complete fabrication on their end). Furthermore, as I have spoke to several other technicians (including the technician hired by AHS to conduct a second-opinion inspection), a blanket,sweater or any other covering for that matter on the unit would not cause a leak on the evaporator coil.
Upon learning that the warranty claim had been denied (on or about 7/25), I contacted AHS customer ********************** (based in *****?) and subsequently asked the representative to provide me with their documentation showing their claim of the blanket or sweater, etc. The customer ********************** representative stated he was not allowed to email me a copy of that report. So essentially, AHS is claiming that they have some additional report which shows something completely different than the report which was provided directly to me from the technician (Kwik Serv), yet they are unable or unwilling to produce it. The unit received a secondary inspection by Majestic Heating and Cooling on 08/02/2022. Again, the same findings as outlined above and documented within Kwik Servs report were produced. The unit had leaked its refrigerant and no other signs of damage,neglect, were observed.
Again, the warranty was denied and again, an hour on the phone with AHS customer ********************** in ***** produced no forward progress toward an amicable solution. I did ask the customer ********************** representative for a written confirmation of the warranty denial and explanation; however, that has yet to be received as of the date of this response (8/10/22).
Based upon the documented findings of two certified technicians (both of which were chosen by AHS), it is clear that AHS is fabricating excuses to not abide by their contractual obligations. Nothing stated by ******************** is backed by photographic evidence, documentation or reasonable logic and is likely indicative of their general business practices of fraudulently denying claims. As I am now going on nearly a month without a functional ** unit, I will unfortunately have to finance a new unit myself and seek a legal remedy against AHS for violation of their legal/contractual obligations and will also be filing a complaint with the Consumer Protection Bureau /WI DOJ.

Sincerely,

***********************
Business Response
Date: 08/14/2022
August 14, 2022

*************************
BBB of the Mid-South
3693 *************
*******, ** 38125

RE: ***********************;AHS Plan No. *********; BBB Case No. 17635613

Dear *************************:

American Home Shield (AHS) is in receipt of your letter enclosing additional correspondence from plan holder.

AHS has previously received and reviewed plan holder's complaint and stated its position regarding this matter.AHS' position does remain unchanged. On July 25, 2022, it was reported the air conditioner had no refrigerant, the condenser has a blanket/sweater on the unit. The unit hasnt been maintained in 10 plus years, and there are holes where the welds are inside coil. The contractor explained this would all have been detectable by a visual inspection at the effective date of the warranty plan. Section A.2.d of the warranty plan states coverage under this contract includes normal wear and tear malfunctions during the contract term that are undetectable pre-existing conditions which are defects or mechanical failures that could not have been detected by a visual inspection and/or simple mechanical test. A visual inspection of the covered item verifies that it appears structurally intact and without damage or missing parts that would indicate inoperability. A simple mechanical test is defined as turning the item on and off to ensure that it is operational. While turned on, the item should operate without causing damage, irregular sounds, smoke, or other abnormal outcomes. Therefore, based on the information received and the terms of the warranty plan, the claim was denied.

On August 2, 2022, *********************************., reported the air conditioner would not have passed a simple mechanical test at the effective date of the warranty plan, July 13, 2022. Therefore, based on the information received by both contractors and the terms of the warranty plan, the claim remained denied.

Thank you for your consideration.

Sincerely,

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

*****************************
Claims Resolution Specialist
Customer Answer
Date: 08/16/2022

Complaint: 17635613

I am rejecting this response because:
The information being provided by ******************** is neither truthful nor logical and is clearly nothing more than a fraudulent attempt to avoid abiding by their legal and contractual obligations. The (attached) inspection report from Majestic *************************************, states the following, "Unit flat, pulls into vacuum. Found leak at condenser, NO VISIBLE DAMAGE... Compressor works, fan works". Nowhere in the report does it state that the "unit would not have passed a function test upon the date of the warranty". Logically, this simply makes no sense- how would someone know if something would have passed an inspection in the past? Furthermore, when I spoke to Majestic, they confirmed that only the exact information from the report is relayed to AHS and that anything else being claimed by AHS is nothing more than a lie. AHS is essentially fabricating lies to avoid adhering to the warranty. They have not produced any documentation, proof or photographs to support their claims and are basing their entire position on what the contractors are supposedly telling them in back channels; information, which is neither reflected in documentation, nor being conveyed by the contractor to the customer. It is clear that ********************** is committing fraud.

Sincerely,

***********************
Business Response
Date: 08/20/2022
August 20, 2022

*************************
BBB of the Mid-South
3693 *************
*******, ** 38125

RE: ***********************;AHS Plan No. *********; BBB Case No. 17635613

Dear *************************:

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. AHS relies on the diagnosis from our licensed technicians to determine the course of action for repair or replacement of a covered item. 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 of *****, Inc.

*****************************
Claims Resolution Specialist
Customer Answer
Date: 08/27/2022

Complaint: 17635613

I am rejecting this response because:
As there is still no resolution to this matter, I respectfully request arbitration per the terms of the contract.

Sincerely,

***********************
Initial Complaint
Date:07/28/2022
Type:Service or Repair Issues
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.
My Air Conditioner has not worked properly since June 20, 2022. Repairs have taken place twice and the ** tech says it cant be fixed and needs to be replaced. I have talked and texted with AHS customer ********************** and they keep saying that authorization is pending, well over 3 weeks have past. They say I will get an email or call and I have received nothing. Every time I contact them they say they will resolve asap and nothing happens I have their platinum warranty.
Business Response
Date: 08/07/2022
August 7, 2022

*****************
BBB of the Mid-South
3693 *************
*******, ** 38125

RE: ***********************;AHS Plan No. *********; BBB Case No. 17635472

Dear **********:

American Home Shield ("AHS")is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.

I have reviewed AHS records regarding this matter. AHS does apologize for the plan holders frustrations regarding this matter. On July 28, 2022, the plan holder began working directly with AHS *********************** regarding this matter. Although not obligated, as a courtesy, AHS agreed to reimburse the plan holder for alternate cooling (fans). On August 5, 2022, a check (# ********) in the amount of $88.11 was released by FrontDoor, Inc., on behalf of AHS. AHS records indicate the condenser and evaporator coil have been ordered and expected to be delivered to the contractor on or around August 11, 2022. AHS will continue to work with the plan holder directly to ensure this matter is resolved.

Thank you for your consideration.

Sincerely,

American Home Shield Corporation

*****************************
Claims Resolution Specialist

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