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
- 19,252 total complaints in the last 3 years.
- 5,304 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:06/23/2022
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 charged us $75 service fee, gave authorization to use outside provider since they couldn't find a company to service ** and promised reimbursement. When we found that AHS was only going to reimburse $10 of a $398 charge, which already included the other company's $89 diagnostic fee, we asked to be reimbursed as we had to pay out of pocket for the service we called on our own behalf which already included their own service fee. This resulted in 2 service fee charges. AHS did not provide services and refused to also refund the $75 service fee, they did not provide us any services and we still had to pay in full out of pocket for the 3rd party vendor while not being fully reimbursed as promised multiple times.
Business Response
Date: 06/25/2022
June 25, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: ****** and ***********************; AHS Plan No. *********; BBB Case No. 17467117
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. It appears the diagnosis reported to AHS was for routine maintenance for washing the air conditioner $89, adding refrigerant (which AHS covers $10 a pound). Therefore, as AHS does not provide coverage for routine maintenance, and offered our cost of the refrigerant that was reported. The plan holder indicated their service fee for the outside contractor was $89. The plan holder may attach that invoice to this complaint for further review. When the paid invoice has been received and reviewed, AHS will advise further of our position. Although not liable to do so,AHS has agreed to reimburse the $75 trade service call fee paid for this service request. The plan holder can expect to receive that reimbursement within 10 to 14 business days.
Thank you for your consideration.
Sincerely,
American Home Shield Corporation
*****************************
Claims Resolution SpecialistInitial Complaint
Date:06/23/2022
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 a hoMe warranty contract with American Home Shield for appliances and systems in my home. Up till this point they have been great but now I need help.My dryer broke on May 2, 2022, I called American Home shield and they contracted out to ***** to come diagnosis and fix my dryer. It was determine that I needed a new control board which burnt out, so they ordered one.The board came in and ***** came back and attempted to install the new one which burnt out as well, it was determined that it had nothing to do with the wiring in my house because it didnt trip my breaker. The guy from ***** never sent in his report to American Home shield. I called back every other day for weeks, the representative always put me on hold and called ***** and was told it was recommended to replace the dryer but the ***** technician still did not send in his report.I spoke to the escalation team several times and finally they said they will send ***** back out to try to fix the dryer again. He came and the 2nd.control board burnt out , he did send in his report. I spoke to ***** and they told me he said he recommended replacement but American Home Shield said that it was recommmended a 2 man job to replace the wiring in my dryer. So they put a search to find a company that can accommodate that request. Today is June 23 and the escalation team called me back again today to say they can not locate a company to service this request and they would authorize me to find one. I said absolutely not- its not my job to find a repair person and for the $ they spent already trying to fix the dryer they could have replaced it already- they said if first has to attempted to be fixed and said they will continue the search but dont know when they can find a company, its been 2 months without a dryer and my contract is to repair or replace the item. This has been a complete inconvenience for my family. They have no managers to speak to either so I am turning to you. Thank youBusiness Response
Date: 06/26/2022
June 26, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *************************;AHS Plan No. *********; BBB Case No. 17466975
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 June 26, 2022, the decision was made the dryer would need to be replaced. Section A.4 of the warranty plan states 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 feature of an existing item that does not contribute to the primary function of that item. AHS ******************************* will contact the plan holder to review the replacement options in accordance with the provisions of the warranty plan referenced above. The plan holder may contact the AHS ******************************* directly at **************.
Thank you for your consideration.
Sincerely,
American Home Shield Corporation
*****************************
Claims Resolution SpecialistInitial Complaint
Date:06/23/2022
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 home’s central air conditioner broke on Thursday, June 16, 2022 and I immediately logged a Service request at the American Home Shield website, since it is impossible to ever get through on the phone. American Home Shield charged my account their $75 service fee at 9:03 PM, on Sunday, June 19th, 2022, 3-days later! The assigned contractor didn’t come to our house until the afternoon of Tuesday, June 21st. He spent 15-minutes and determined it was the Condenser Fan Motor which needed to be replaced, but he didn’t have one and that it would need to be ordered from their supplier (Asis?). I had to repeatedly call the service company, ****** Climate Control Air Conditioning, and American Home Shield to followup and find out what, if anything was happening. Despite promises to call me back, I never received a call. Now we are being told the part will be into the supplier today, the service technician will pick it up in the morning and be here to install it Friday, June 24th, 2022. So our air conditioning has been out for over 1-week, while the temperature in this are has been over 100 degrees every day. I told American Home Shield we had a senior citizen in the house, and a grandchild under one year old, the part was available on Amazon, and yet they did NOTHING to expedite this repair. The service provided by this home warranty is despicable and fraudulent!Business Response
Date: 06/25/2022
June 25, 2022
Julie Dee
BBB of the Mid-South
3693 Tyndale Drive
Memphis, TN 38125
RE: ****** & ****** **********; AHS Plan No. *********; BBB Case No. ********
Dear Ms. Dee:
American Home Shield ("AHS") is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.
I have reviewed AHS’ records regarding this matter. On June 16, 2022, a service request was placed on the air conditioner at 21:01 and ****** Climate Control was dispatched to diagnose any problems. Section D.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 AHS’s control. ****** Climate Control advised AHS they secured an appointment on June 21, 2022 to diagnose the air conditioner. On June 24, 2022, ****** Climate Control advised AHS the service request was complete.
Thank you for your consideration.
Sincerely,
American Home Shield of Texas, Inc.
Amanda ********
Claims Resolution SpecialistInitial Complaint
Date:06/23/2022
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.
We have had a policy with American home shield since we purchased the home less than 2 years ago. Last year the ac went out and we were given the run around about them fixing it. We ended up paying over $800 out of pocket despite the contract with them. We had no ac the entire summer. It was not fixed until end of October. This all despite them knowing that there was someone in the home with asthma and other medical conditions. We are now having ac problems again with the other unit in the home and again the customer ********************** is worse than last year. As a consumer we pay a lot of money monthly for a home warranty to have peace of mind when issues come up. American home shield has left to pay out of pocket again while we are still paying them. They have displayed the utter lack of professionalism and terrible customer **********************. We are again stuck because they simply dont care since they have already gotten our money.Business Response
Date: 07/03/2022
July 3, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *********************;AHS Plan No. *********; BBB Case No. 17466927
Dear **********:
American Home Shield ("AHS")is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.
I have reviewed AHS records regarding this matter. On July 21, 2021, a service request as placed on the air conditioner and Southern Comfort HVAC, ***** was dispatched to diagnose any problems. On August 3, 2021, it was reported the evaporator coil would need to be replaced and AHS authorized that repair. Southern Comfort HVAC, ***** explained to properly replace the evaporator coil they would need to add refrigerant and bring it up to code. 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. Section E.1 of the warranty plan states AHS will pay up to $10 per pound per occurrence for refrigerant. Customer is responsible for payment of any costs in excess of $10 per pound. Therefore, based on the information received and the terms of the warranty plan, the plan holder was responsible to pay Southern Comfort HVAC, ***** directly for the non-covered code upgrades and excess refrigerant cost over the contract limit. Southern Comfort HVAC, ***** advised AHS the service request was complete.
On June 22, 2022, a service request was placed on the air conditioner and ****************., was dispatched to diagnose any problems. On June 28, 2022, ****************., advised AHS the service request as complete. Although not liable to do so, AHS has agreed to reimburse the $100 trade service call fee paid for this service request. The plan holder can expect to receive that reimbursement within 10 to 14 business days.
Thank you for your consideration.
Sincerely,
American Home Shield Corporation
*****************************
Claims Resolution SpecialistCustomer Answer
Date: 07/04/2022
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:06/23/2022
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.
Filed a claim on 5/20/2022. They approved the claim but their contractor was unresponsive and could not commit to fix the problem (burst hot water heater). We called a licensed contractor to stop the leaking water and replace the tank. Tried multiple times to get a response from both American Home Shield and their contractor to no avail. Asked for reimbursement of **** but was denied. Attached is screenshot showing approval of claim and corresponding letters.Business Response
Date: 06/26/2022
June 26, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *******************************; AHS Plan No. *********; BBB Case No. 17466928
Dear **********:
American Home Shield ("AHS")is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.
I have reviewed AHS records regarding this matter. On May 20, 2022, a service request was placed on the water heater and Reliable Plumbing was dispatched to diagnose any problems. 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. June 1, 2022, it was reported the failure was not with a regular water heater but a diesel boiler and this would need to be transferred to an HVAC technician. The same day we dispatched ************************* to diagnose the boiler. ************************* advised AHS they secured an appointment with the plan holder on June 3, 2022.
Without prior approval or authorizations,the plan holder elected to replace the boiler outside of the warranty plan. Section C.1.c of the warranty plan states AHS will not reimburse the customer or others for *********************** performed without AHS prior approval. Therefore,based on the terms of the warranty plan, AHS denied reimbursement of the unauthorized repair. Although not obligated, in order to resolve this matter amicably, the plan holder may attach the paid itemized invoice for the boiler repair to this complaint. The requested information should include an itemized breakdown of the costs incurred or estimated for the repair, as well as the technicians diagnosis of what caused the failure. When the paid invoice has been received and reviewed, AHS will advise further of our position. AHS will await the requested itemized paid invoice.
Thank you for your consideration.
Sincerely,
American Home Shield of **********, Inc.
*****************************
Claims Resolution SpecialistCustomer Answer
Date: 06/27/2022
Complaint: 17466928
I am rejecting this response because:They are asking for response which I am attaching.
Sincerely,
*******************************Business Response
Date: 07/07/2022
July 7, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *******************************; AHS Plan No. *********; BBB Case No. 17466928
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. Without prior approval or authorizations, the plan holder elected to replace the boiler outside of the warranty plan. Section C.1.c of the warranty plan states AHS will not reimburse the customer or others for *********************** performed without AHSprior approval. Therefore, based on the terms of the warranty plan, AHS denied reimbursement of the unauthorized repair.
Although not obligated, in order to resolve this matter amicably, AHS agreed to review the itemized invoice. AHS has agreed to reimburse the plan holder up to the boiler limit of $1,500. The plan holder may confirm their proper mailing address on this complaint. Once that information is received and reviewed, the check for $1,500 will be processed.
Thank you for your consideration.
Sincerely,
American Home Shield of **********, Inc.
*****************************
Claims Resolution SpecialistCustomer Answer
Date: 07/07/2022
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:06/23/2022
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.
There were several dispatches to my home regarding my air condition unit over the past 5 years. I paid American Home Shield $49.99 a month for the service and each dispatch was $135 to send *** ******* and Air to my home. The dispatch numbers are ********, ********, *******, *********, *********, and ********. The only company they would allow to work on my ac unit was *** ******* and Air. Each dispatch I paid over $1000 to try to get the unit running and they kept having me buy more and more freon. Finally, I left American Home Shield and had someone else to come out. The problem was an $80 clog in the drain line and over-packed freon that *** had me buy year after year that caused the system to shut off. American Home Shield said they would send an email to *** ******* and Air requesting refunds on the money I paid but failed to send it. They also refused to return my service fees or my monthly fees where their dispatches actually was damaging my unit year after year. I requested a different service year after year and they would only send *** out because that is who they contract with in my area.Business Response
Date: 06/28/2022
June 28, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: Voltrina ********; AHS Plan No. *********; BBB Case No. 17466405
Dear **********:
American Home Shield ("AHS")is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.
I have reviewed AHS records regarding this matter. On April 15, 2019, a service request was placed on the air conditioner and *******************., was dispatched to diagnose any problems. On April 24, 2019 it was reported the compressor needed to be replaced and AHS authorized that repair. ******************., explained to properly replace the compressor they would need to add refrigerant. Section E.1 of the warranty plan states AHS will pay up to $10 per pound per occurrence for refrigerant.Customer is responsible for payment of any costs in excess of $10 per pound. Therefore, based on the information received and the terms of the warranty plan, the plan holder was responsible to pay *******************. directly for the excess refrigerant over the contract limit.
On May 15, 2020, a service request was placed on the air conditioner and May ******* and Air was dispatched to diagnose any problems. On May 18, 2020,it was reported the evaporator coil needed to be replaced and AHS authorized that repair. May ******* and Air explained to properly replace the evaporator coil they would need to add refrigerant and bring it up to code. Section E.1 of the warranty plan states AHS will pay up to $10 per pound per occurrence for refrigerant. Customer is responsible for payment of any costs in excess of $10 per pound. 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. Therefore, based on the information received and the terms of the warranty plan, the plan holder was responsible to pay May ******* and Air directly for the excess refrigerant over the contract limit and code upgrade.
On June 8, 2020, the plan holder indicated they were experiencing a malfunction with the air conditioner, and AHS dispatched May ******* and Air to diagnose any current malfunction with the air conditioner. No service fee was due as this was within the allotted time frame. On June 10, 2022, May ******* and Air advised AHS the service request was complete. On July 18, 2020, the plan holder indicated they were experiencing a malfunction with the air conditioner. No service fee was due as this was within the allotted time frame. May ******* and Air confirmed they replaced the thermostat prior but found no mechanical failure at the time of service for this request. On March 29, 2021, a service request was placed on the air conditioner and May ******* and Air was dispatched to diagnose any problems. On March 31, 2021, May ******* and Air advised AHS the service request was complete.
On March 23, 2022, the plan holder request to cancel the warranty plan. The warranty plan was cancelled per the plan holders request and in accordance with the provisions of the warranty plan. AHS denies reimbursement of the rightfully due contract cost and service fees during the active warranty plan.
Thank you for your consideration.
Sincerely,
American Home Shield Corporation
*****************************
Claims Resolution SpecialistCustomer Answer
Date: 06/28/2022
Complaint: 17466405
I am rejecting this response because: none of the repairs mentioned were needed on my unit. Also, that is not an all inclusive list of the dispatch numbers. The dispatches are: #********, #********, #*******, #*********, #*********, and #********. May ******* and Air is who serviced my unit because American Home Shield would allow no other company to service it even after multiple requests. They refused several requests to replace the unit due to the multiple false fixes and refused. The American Home shield representative that gave me all the dispatch numbers agreed the calls were excessive and she agreed to send notification of a refund request to May ******* and Air. They should have that on file. The refrigerant was not covered but the unit was over filled a great bit and it was never needed. The unit had a clog that was remedied by another company and American Home Shield sent incompetent people who cost large fees and had no clue on how to work on the unit. They also charged me $49.99 a month and a service fee each and every time. I am requesting refund of my service fees for each of those calls because they did nothing but create a chronic situation where the unit would need continued false servicing. I really would like my $49.99 times the months I was on service with them because the service was worth nothing. They did not do what they authorized. The unit did not even have a new compressor when checked!
Sincerely,
Voltrina ***************************Business Response
Date: 07/06/2022
July 6, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: Voltrina ********; AHS Plan No. *********; BBB Case No. 17466405
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. Although not liable to do so, AHS has agreed to reimburse one $125 trade service call fee paid for the air conditioner service requests. The plan holder can expect to receive that reimbursement within 10 to 14 business days. AHS denies reimbursement of the other two trade service call fees paid (one in 2020 and one in 2019).
On March 23, 2022, the plan holder request to cancel the warranty plan. The warranty plan was cancelled per the plan holders request and in accordance with the provisions of the warranty plan. AHS denies reimbursement of the rightfully due contract cost and service fees during the active warranty plan.
Thank you for your consideration.
Sincerely,
American Home Shield Corporation
*****************************
Claims Resolution SpecialistInitial Complaint
Date:06/23/2022
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.
Placed service request to HSA and did not get a call back regarding a servicer repairman. Was told the standard wait time for a repairman is 48 hours. Waited the 48 hours and did not hear back from AHS so I placed a call for an update only to be told that they have not yet located a service repairman (HVAC) in my area (******* *******) yet. Heat index was up to 104. It's been a week now and they have yet to find a vendor. Their policy is to charge customers $100.00 fee for each service call when a repairman is deployed. I have not received a call or service from any repairman but was still charged $100.00. I called today and requested to speak to a manger and was told that I would receive a call back within 24 to 48 hours. When I inquired about terminated my contract customer ********************** informed me that in order to cancel the service (annual fee paid up front) that I would be charged an additional fee for early termination.Business Response
Date: 06/25/2022
June 25, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *********************************; HSA Plan No. *********; BBB Case No. 17455076
Dear **********:
Home Security of America ("HSA") is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.
I have reviewed HSAs records regarding this matter. HSA does apologize for the plan holders frustrations regarding this matter. On June 22, 2022, the plan holder began working directly with HSAs Executive ******************** regarding this matter. On June 24, 2022, the plan holder confirmed the air conditioner was cooling at this time. HSAs Executive ******************** will continue to work directly with the plan holder to ensure this matter is resolved in accordance with the provisions of the warranty plan.
Thank you for your consideration.
Sincerely,
HOME SECURITY OF AMERICA, INC.
*****************************
Claims Resolution SpecialistCustomer Answer
Date: 06/26/2022
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:06/23/2022
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 contract with American Home Shield. I filed a claim on 5/17/2022 for a stove repair. They sent out one of their contractors Quality Appliance Repair ************. I have been going around in circles with AHS and Quality. Quality says they must get repair parts through AHS and ordered it 4 weeks ago. AHS say they have not ordered it. Meanwhile my stove is broken. I cannot get AHS to solve this problem I have done online chats multiple times with no results. I tried to have the conversation e-mailed to me but it never shows ** in my e-mail or spam. Please help.Business Response
Date: 06/28/2022
June 28, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *********************************; AHS Plan No. *********; BBB Case No. 17466356
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 June 28, 2022, the decision was made that the range would need to be replaced. Section A.4 of the warranty plan states 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 feature of an existing item that does not contribute to the primary function of that item. AHS ******************************* will contact the plan holder to review the replacement options in accordance with the provisions of the warranty plan referenced above. The plan holder may contact the AHS ******************************* directly at **************.
Thank you for your consideration.
Sincerely,
American Home Shield Corporation
*****************************
Claims Resolution SpecialistCustomer Answer
Date: 07/07/2022
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:06/23/2022
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 contacted them and paid the deductible because of my AC was not working in the end of April. It was supposed to be expedited because my daughter has asthma. They would tell me there would be someone out on a certain day and they would not show up. This happened another couple times. They did send someone out who looked at it and did not hear anything 3 weeks later and that company did not fix the problem. They sent out another company and they did not show up again. Budget Heating and Cooling came out and said it was something completely different and now they won&#**;t fix it until July. I cannot wait any longer. It is so hot and this has been going on for months.Business Response
Date: 07/04/2022
July 4, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *************************;AHS Plan No. *********; BBB Case No. 17466398
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 June 20, 2022, it was reported the evaporator coil needed to be replaced and AHS authorized that repair. On July 1, 2022, Budget A/C, Heating, &Plumbing, LLC, advised AHS the service request was complete. If the plan holder has any additional questions or concerns, AHS Customer ********************** Department can be contacted at **************.
Thank you for your consideration.
Sincerely,
American Home Shield Corporation
*****************************
Claims Resolution SpecialistInitial Complaint
Date:06/23/2022
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.
My hot water heater went out June 21. We called American home shield at 7:30 in the morning and was told that there was going to be a technician out at the house in between 10 AM and noon. Technician shows up at 3 oclock to 315. American home shield then drag their feet about approving the claim to get the hot water heater approved so they can be purchased so they can be installed. Their approval didnt get done until quarter till five. So I was forced to takeoff of work and miss pay due to their lack of unprofessionalism, inability to approve a claim. I have talked to several agents with American home shield and not a single person has been willing to help they told me tough luck itll get fixed when it gets fixed. They said it could take anywhere from 2 to 3 days on ** in the next week before my hot water heater got replaced. I have paid my monthly premium for the last four years and never filed a claim. I go to file a claim and I get the runaround.Business Response
Date: 06/26/2022
June 26, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: ***** and *****************************; AHS Plan No. *********; BBB Case No. 17466014
Dear **********:
American Home Shield ("AHS")is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.
I have reviewed AHS records regarding this matter. On June 22, 2022, a service request was placed on the water heater and On Time Plumbing & Heating, LLC,was dispatched to diagnose any problems. The same day it was reported the water heater needed to be replaced and AHS authorized that repair. On Time Plumbing & Heating, LLC, advised AHS to properly replace the water heater they would need to pull a permit. The warranty plan states the agreement does not cover for covered Item modifications, upgrades,repairs, or replacements required to comply with any federal, state, or local laws, regulations, or ordinances, utility regulations, or building or zoning code requirements. Therefore, based on the information received and the terms of the warranty plan, the plan holder was responsible to pay On Time Plumbing & Heating, LLC, directly for the non-covered permit ($75). On June 23,2022, On Time Plumbing & Heating, LLC, advised AHS the service request was complete.
Thank you for your consideration.
Sincerely,
American Home Shield Corporation
*****************************
Claims Resolution SpecialistCustomer Answer
Date: 06/26/2022
Complaint: 17466014
I am rejecting this response because:
I can send you a copy of my contract nowhere does it state that they do not cover permits. There is wording that the agent twist and says thats what the wording means and its not what it means.
Sincerely,
*************************Business Response
Date: 07/02/2022
July 2, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: ***** and *****************************; AHS Plan No. *********; BBB Case No. 17466014
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. On June 30, 2022, the plan holder began working directly with AHS Service ********************* regarding this matter. Although not obligated, in an attempt to resolve this matter amicably, AHS agreed to reimburse the $75 for the non-covered permit. A check in the amount of $75 is being released by FrontDoor, Inc., on behalf of AHS. The plan holder can expect to receive that check within 10 to 14 business days.
Thank you for your consideration.
Sincerely,
American Home Shield Corporation
*****************************
Claims Resolution SpecialistCustomer Answer
Date: 07/07/2022
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.
in all honesty they are obligated because their sales rep told me that they had change the policy and that it did cover permits so I just dont appreciate the false information thats being given.If they wouldve made the effort to do this in the beginning all this couldve been prevented however they chose the long road. I win
Sincerely,
*************************
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