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
- 19,254 total complaints in the last 3 years.
- 5,299 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date: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.
On May 16, 2022, I requested service through American home Shield for my Air Condition. They guy they sent, has been out exactly 5 times. The problem isn't corrected. When he last came out, Kody said that he would need to replace the unit. However, when I spoke with AMS they said he said there is no problem. My Air Condition isn't cooling and I have kids that reside upstairs. I would hate for one of them to have a medical issue because of my Warranty department mishaps.
Business Response
Date: 06/26/2022
June 26, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *********************************; AHS Plan No. *********; BBB Case No. 17465981
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 24, 2022, KRM Heating and Air reported the condenser needed to be replaced and AHS authorized that repair. KRM Heating and Air explained to properly replace the condenser they would need to make modifications. Section D.4.b of the warranty plan states AHS is not responsible or liable for cost of construction, carpentry, or other modifications necessary to remove, relocate, or install a covered item or part thereof. Therefore, based on the information received and the terms of the warranty plan, the plan holder is responsible to pay KRM Heating and Air directly for the non-covered modifications. The condenser was ordered and expected to be ready for KRM Heating and Air to pick up on or around July 1, 2022. KRM Heating and Air will contact the plan holder to schedule the install of the condenser. The plan holder may contact KRM Heating and Air directly at ************. 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 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: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 AC went out on 6/19. I put in a service request at 7am on 6/20. Followed up that afternoon around 3pm & was told it was still in queue, it will now be expedited because it is 100 plus degrees where I live and to check back in a few hours if I didnt hear anything. I called the next morning and was told the same thing my request is still in queue and the dispatch team has 24 hours. No response the rest of the day. Day 3, 6/22 I called in the morning being told the same thing so I insisted they call and find a company now with me holding on the line. After over 30 minutes on hold I was told they were able to reach one company and that could take the job and was given the ************* of the company ************************* I called them immediately only to be told the home warranty company as not sent the work order so there is nothing they can do until they receive that. So I call the home warranty company again only to be told the dispatch team has another 24 hours to respond. This is now the morning of day 5 of 100 degree weather with no AC and no resolution from the home warranty company.Business Response
Date: 06/26/2022
June 26, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: ***************************;AHS Plan No. *********; BBB Case No. 17465746
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, a service request was placed on the air conditioner. Unfortunately, there was a delay locating a contractor who was able to provide service. 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. On June 24, 2022, ********************************, was dispatched to diagnose any problems with the air conditioner. ********************************, advised AHS an appointment was secured with the plan holder on June 27, 2022. AHS will make a coverage decision based on the diagnosis received and the terms of the plan. 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 of *****, Inc.
*****************************
Claims Resolution SpecialistInitial Complaint
Date:06/22/2022
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.
The seller of a condominium at ********************************************************************************** offered to pay $600 towards American Home Shield (AHS) warranty in lieu of money that I (buyer) and my agent (*******************************) asked for some repairs to be done. We had to accept this AHS offer before closing of the purchase on 06/09/2022. ******* ordered the warranty (contract # *********) on 05/24/2022 and the closing attorney sent the check to AHS after closing, it was cashed on 06/16/2022 (check # ******). On 06/13/2022, ******* hired a technician to repair/service the ** of the property (pre-existing problem, not cooling enough), neither she nor I did know that AHS won't reimburse unless the technician is hired through them. After finding that out, I cancelled AHS warranty on 06/14/2022 over the phone; I talked to Toyal who stated the check hasn't arrived yet, when it does it will be returned to the sender because I cancelled within the 30-day period from initiation. Then I talked to several representatives at AHS, including a supervisor named ****** on 06/17/2022, everyone confirmed that my AHS warranty contract was cancelled on 06/14/2022. But **************** insisted that refund can't be processed until I show proof of cleared check to them. Closing company ******************** LLC) sent me copies of the cleared check on 06/20/2022, I forwarded that to AHS via email at ************************************************************* on 06/20/2022, still no response. As I mentioned in the email of 06/20/2022, AHS must either refund the money ($600) to my home address in ********* (please do not send to property address) or to the sender as soon as possible. Sincerely, ****************************** ********************************************************************************** (property address: **************************************************************************** *****)- Do not mail check here. Sender's address: ******************* LLC ATTORNEY IOLTA TRUST **COUNT ************************************************************************************Business Response
Date: 06/26/2022
June 26, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: ***************************;AHS Plan No. *********; BBB Case No. 17464236
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 warranty plan was cancelled per the plan holders request. The $600 will be sent back to the party it was received. On June 23, 2022 and June 24, 2022, AHSExecutive ******************** emailed the plan holder regarding this reimbursement. If the plan holder has additional questions or concerns regarding this matter they may contact the AHS Executive Relation Representative directly.
Thank you for your consideration.
Sincerely,
American Home Shield Corporation
*****************************
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.But the time-line to refund the money the business (AHS) mentioned in the email to me is not acceptable, they should refund it in less than 30 days from 06/23/2022
Sincerely,
***************************Initial Complaint
Date:06/22/2022
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.
On 5/6/22 my ShieldEssential Home Warranty went into effect Agreement #********* with American Home Shield (AHS) . On 5/27/22 had a leak in the bathroom. Called AHS *************) and got Service Request #********* for TMD Plumbing. I paid the $100 service call fee. On 5/31 ***** from TMD came out and called AHS. They told him the policy was too new and they deem it a detectable pre-existing condition and refused to cover it. I told him this just happened on 5/27. I had a home inspection done on 4/26 and everything was fine. This happened a month later.I paid TMD Plumbing the $175 ****.On 5/31 called AHS talked to ******. He couldn't understand why it wasn't covered and saw no record of it and would look into it and call me back. He never did.On 6/2 called AHS talked to Pau and went through it all again. She said she would send email to ****************** and I would get a copy and a response in 24 hours.On 6/6 called AHS talked to Fea. She said she tried to contact TMD but got their voicemail. Said she would call me back tomorrow after talking to TMD. I called TMD and they did talk to someone from AHS. Fea never called me back.On 6/8 talked and sent attached info to ********************* at AHS.Sent e-mails on 6/12, 6/15 & 6/22 - no response On 6/22 called AHS talked to ******. Went over the whole thing again. He kept saying its a pre-existing condition and I said it didn't happen until 5/27, 21 days after the policy went into effect. After 40 minutes on the phone while on hold I was disconnected. He did not call back!I want the $175 I had to pay TMD Plumbing directly to be refunded to me. Right now I'm out $275 because I already paid $100 to AHS.Business Response
Date: 06/26/2022
June 26, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: ********* &***************************; AHS Plan No. *********; BBB Case No. 17463992
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 has agreed to reimburse the plan holder the $175 paid to TMD Plumbing, Inc. AHS request the plan holder confirm their proper mailing address on this complaint. Once that information is received and reviewed the check will be processed.
Thank you for your consideration.
Sincerely,
American Home Shield Corporation
*****************************
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.
My address is:132 ***********
**********, ** 60181
I like look forward to receiving the $175 Reimbursement check to close out this issue.
Sincerely,
***************************Initial Complaint
Date:06/22/2022
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.
Contacted American Home Shield (AHS) on 5/29/2022 that my washer (9 years old) is shaking & making abnormal noise during spin cycle, and also that the rubber seal at the door seems to have damaged because of that. AHS assigned *************** **** *******, to diagnose the issue (Dispatch ID: **********. A service technician from **************** ****** came to my house on 6/3/22. He ran a test on the unit and noticed the shaking & loud noise during spinning. Without even opening the machine, he said that he knows exactly what the problem is (fractured spider shaft) and that this is a very common problem with ******* washers. He didn't state that this is NOT normal wear & tear, nor was it captured in the invoice report he gave me - a copy of invoice is uploaded. He said he will submit the parts list to his ************* will schedule a follow-up service to do the repairs. On 6/7, i received an email from AHS to contact them regarding the washer service request. Upon contacting them they said that the service request is DENIED since the service tech reported that the damage to the washer is not due to normal wear & tear, hence the repair is not covered under the home warranty policy. They said to contact ****************, to know why it is not deemed as normal wear & tear. When I contacted ****************, their office told me that they haven't reported as such, and that AHS has deemed it to be not normal wear & tear based on the problem their tech reported. I contacted AHS twice since then, 6/10 & 6/14 requesting for a formal report on what failure analysis was done that deemed it has not happened due to normal wear & tear. Also escalated it to the supervisor of the rep I was talking to. He (name: ***** said that they will email me the formal report from the service technician by 6/16, where it states it is not normal wear & tear. I haven't received any written report yet. I would like to dispute AHS' claim and request repair to my washer ASAP.Business Response
Date: 06/27/2022
June 27, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: ***********************;AHS Plan No. *********; BBB Case No. 17463858
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 21, 2022, the plan holders warranty plan became effective. On May 29, 2022, a service request was placed on the washer. On June 7, 2022, it was reported the metal shaft was bent and the door boot turned due to not normal wear and tear. Section A.2 of the warranty plan states coverage under this contract includes normal wear and tear malfunctions during the contract term. Therefore, based on the information received and the terms of the warranty plan, the claim was denied. AHS does not receive written invoices from service contractors as all billing is done electronically.
In an attempt to amicably resolve this matter, AHS has dispatched a second opinion company ************************** to diagnose any problems with the washer. The plan holder may contact ************************** directly at ************ to schedule an appointment if an appointment has not already been set. 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 SpecialistCustomer Answer
Date: 06/27/2022
Complaint: 17463858
I am rejecting this response because: Insufficient supporting documentation, when AHS states "On June 7, 2022, it was reported the metal shaft was bent and the door boot torn due to not normal wear and tear". Who reported this? On checking with the contractor, **************** **** they mentioned that they haven't reported as such. Hence the statement from AHS is baseless.Sending another repair company to diagnose the problem is futile if AHS is the ONLY one who makes the determination that any damage is "not due to normal wear and tear". This is always in their favor as they don't have to bear the cost of the repair then.
I demand AHS to approve repair to my washer as per the diagnosis submitted by ****************.
Sincerely,
***********************Business Response
Date: 07/04/2022
July 3, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: ***********************;AHS Plan No. *********; BBB Case No. 17463858
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 29, ***************************************** reported the washer failed due to normal wear and tear and would need to be replaced. AHS ******************************* contacted the plan holder the same day to review the replacement options in accordance with the provisions of the warranty plan. If the plan holder has additional questions or concerns they may contact the AHS ******************************* directly at **************.
Thank you for your consideration.
Sincerely,
American Home Shield of *****, Inc.
*****************************
Claims Resolution SpecialistCustomer Answer
Date: 07/08/2022
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. A big thank you to BBB, to help mediate the issue with AHS and bring it to an amicable resolution.
Sincerely,
***********************Initial Complaint
Date:06/22/2022
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.
Central air system down and wont consider emergency call unless outside temperature is at least 105, even with senior citizens in household. Using heating and cooling company over 1 hour drive away and they have up to 48 hours to respond, unacceptable when it was 102 today, this company just hopes you will call someone local so that they are off the hook on paying for services render, they need stopped and should be bannedBusiness Response
Date: 07/02/2022
July 2, 2022
*****************
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *************************;AHS Plan No. *********; BBB Case No. 17463942
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 22, 2022, a service request was placed on the air conditioner and ******** Handyman Service was dispatched to diagnose any problems. On June 24, 2022,it was reported the condenser and air handler would need to be replaced. ******** Handyman Service explained to properly replace the condenser and air handler they would need to make modifications and bring it up to code. Section D.4.b of the warranty plan states AHS is not responsible or liable for cost of construction, carpentry, or other modifications necessary to remove, relocate,or install a covered item or part thereof. Section D.1.l of 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 would have been responsible to pay ******** Handyman Service directly for the non-covered code upgrade and modification ($875).
AHS attempted to clarify with ******** Handyman Service if they would allow AHS to provide the equipment required to complete this repair. Alternatively, AHS attempted to clarify ******** Handyman Services cost for the equipment, so this request could be authorized. Unfortunately, ******** Handyman Service did not respond to AHS when attempting to clarify this information. 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 AHSs control.
On July 1, 2022, AHS dispatched Guaranteed Services to diagnose the air conditioner and get this matter resolved. Unfortunately, the plan holder informed Guaranteed Services they elected to upgrade and replace their **** equipment outside of the warranty plan. Section B.1 of the warranty plan states AHS will not reimburse you or others for services performed without AHS prior approval. Therefore, based on the information received and the terms of the warranty plan, AHS denies full reimbursement for the unauthorized replacement and upgrade of the **** equipment.
Section C.8.b of the warranty plan states AHS may provide a cash in lieu of AHS cost of such repair or replacement. AHS would offer up to our cost of the reported failed condenser and air handler replacement ($4,900.00) in accordance with the provisions of the warranty plan. AHS request the plan holder attach the paid invoice to this complaint showing the condenser and air handler were replaced by a licensed and insured contractor. AHS request the plan holder also confirm their proper mailing address on this complaint.
Thank you for your consideration.
Sincerely,
American Home Shield Corporation
*****************************
Claims Resolution SpecialistCustomer Answer
Date: 07/09/2022
Complaint: 17463942
I am rejecting this response because:
Sincerely,
*************************Initial Complaint
Date:06/22/2022
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.
When I was sold the contract for ShieldPlatinum, I was told the FREE HVAC Tune-up is included. I bought the service on 5/11, and it took effect on 6/11, I called in and requested the service, I am told it is not available. How could it be not available when I still see it on your site as included in this snapshot right at this moment .Business Response
Date: 06/29/2022
June 29,2022
*********************
BBB of the Mid-South
3693 *************
*******,** 38125
RE: Son Ho, AHS Plan No.605052968; BBB Complaint ID 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.
Please be advised that AHS provides a limited spring and fall HVAC tune-up option. The spring HVAC tune-up option was from March 10, 2022 through June 6, 2022, and is no longer available. Son Ho will receive correspondence from AHS advising of the dates when the fall HVAC tune-up option will be available, and Son Ho may contact AHS at that time to request service.
Thank you for your consideration.
Sincerely,
AMERICAN HOME SHIELD OF **********, INC.
**** Nelson
Claims Resolution Specialist
1524 ****************************************************************************************************************************************************************************************************************************;Customer Answer
Date: 06/29/2022
Complaint: 17463763
I am rejecting this response because:When I bought the service while talking with the advisor, there is no mention of the timeline. When I submit the request, the Free service still clearly on the website. If it does not exist, I need to be informed when I bought the contract since they know full well when the contract will take effect (one month after I initiate the purchase process based on their policy). Also the website need to be updated to reflect such thing. To a consumer like me, this seem to be misleading the say the least, or it is a bait and switch tactic to be the worst. I will rate the service to be one star if the resolution is what the business mentioned in the response email. I will not recommend this provider to anybody I know.
Sincerely,
Son HoBusiness Response
Date: 07/01/2022
July 1,2022
*********************
BBB of the Mid-South
3693 *************
*******,** 38125
RE: Son Ho, AHS Plan No.605052968; BBB Complaint ID No. ********
Dear *********:
American Home Shield (AHS) is in receipt of your letter enclosing additional correspondence from Son Ho.
AHS does apologize for Son Hos frustration regarding this matter. However, AHS previous correspondence accurately and correctly stated its position regarding this matter. AHS position does remain unchanged, and we will be closing our file.
Thank you for your consideration.
Sincerely,
AMERICAN HOME SHIELD OF **********, INC.
**** Nelson
Claims Resolution Specialist
1524 ****************************************************************************************************************************************************************************************************************************;Initial Complaint
Date:06/22/2022
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.
Home warranty auto renewed. I was not notified of the increase in monthly payment price or premium and only found this out when I went to utilize the service. They auto deduct my payments. When I asked for a copy of my new contract, I was initially told that it was already sent to me before the policy renewed. I insisted that it had not been. I asked if I needed to have a card on file to continue services, and I was told no by ***** They had a supervisor call me. He left a message that could not be discerned. I called back to have my card removed from my profile, and I was told that I couldnt if I want to pay monthly. They have refused to **** me. They wont email me a copy of my new contract, which they have in the past. I understand auto renewal, but they should clearly communicate changes in premiums. Had I not checked my bank statements, or used the service, I would not have found out at all.Business Response
Date: 06/29/2022
June 29, 2022
*************************
BBB of the Mid-South
3693 *************
*******,** 38125
RE: ***********************, AHS Plan No. *********; BBB Complaint ID 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.
The records indicate that ************************* AHS renewal plan became effective on June 20, 2022 and is set to expire on June 20, 2023. A copy of the renewal plan was sent to *********************** on April 18, 2022,according to the provisions of Section K, which provides that 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. On June 23, 2022, another copy of the AHS renewal plan was sent to *********************** per request. AHS does apologize for ************************* frustration regarding this matter.
Thank you for your consideration.
Sincerely,
AMERICAN HOME SHIELD CORPORATION
**** Nelson
Claims Resolution Specialist
1524 ****************************************************************************************************************************************************************************************************************************;Customer Answer
Date: 06/29/2022
Complaint: 17463558
I am rejecting this response because:
No letter was sent on April 18th. When I called AHS, the representative could not provide me with the date that the letter was sent, nor could she confirm that a letter was sent at all. My complaint is regarding the increase in price without my knowledge. The complaint is about me being unable to take my card off of their file and be billed for services after receiving mixed messages from their representatives. I dont want any further action taken because I see that it is not going anywhere.
Sincerely,
***********************Business Response
Date: 07/05/2022
July 5, 2022
*************************
BBB of the Mid-South
3693 *************
*******,** 38125
RE: ***********************, AHS Plan No. *********; BBB Complaint ID No. ********
Dear *************************:
American Home Shield (AHS) is in receipt of your letter enclosing additional correspondence from ***********************.
As previously stated, a copy of the renewal plan was sent to *********************** on April 18, 2022, documenting any changes to the plan according to the provisions of Section K. AHS does not provide ******** for its home service plans. AHS provides a payment plan and requires that the payments be automatically deducted from a payment source and/or AHS requests that the home service plan be paid in full. Again, AHS does apologize for ************************* frustration regarding this matter.
Thank you for your consideration.
Sincerely,
AMERICAN HOME SHIELD CORPORATION
**** Nelson
Claims Resolution Specialist
1524 ****************************************************************************************************************************************************************************************************************************;Initial Complaint
Date:06/22/2022
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 placed an online service request on 6/14/22 for a water heater diagnosis through my HSA Home Warranty for leaking water and no hot water in my home. A technician came out on 6/16/22, took a look at the water heater, and said that it would need to be replaced because it was so old and that he would enter the details on the service order and someone would be in touch. No one was ever in touch. I called, emailed, and texted every number listed for the contracted company, Water Heater Solutions, with no response until 6/21/22. They said the tech would come out 6/22/22. Today is 6/22/22 and the same tech came again and nothing was done. He said a woman (he did not give her name) would be arriving to look at it, then he went to his truck and drove off. My husband and I both tried calling and got no answer. We still dont know who the woman is that was supposed to show but she never did. I texted and asked ******* (whom I had spoken with before) if all of their customers are treated like me or if I had been singled out due to my race because thats how I feel. I called HSA to see about getting another contractor assigned because it seems as though this one has no intention of completing the service. HSA still says theyre waiting to hear back from Water Heater Solutions. Meanwhile, I still have water leaking into my home and no hot water. Ive been paying this contract faithfully every month since July of 2007. I would expect to have it honored when its time. This is AWFUL service and I cant believe no one seems to care at ALL. I need my water heater replaced and we could all be at peace!Business Response
Date: 06/27/2022
June 27, 2022
Luke McDowell
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: ***************************; ******** Protection Plan No. *********; Complaint Case No. 17463211
Dear ********************:
Home Security of ************* (***) is in receipt of your letter dated June 23, 2022, advising of the above referenced complaint. The letter has been forwarded to me for review and response.
I have reviewed ***s records regarding Ms. ******* water heater claim. On June 14, 2022, **************** placed the service request through the automated system and *** assigned Water Heater Solutions to diagnose the problem with the water heater. On June 22,2022, Water Heater Solutions reported to *** that the water heater was leaking due to normal wear and tear. On June 23, 2022, *** approved the replacement of the water heater based upon the terms of the *** plan.
**************** disputed the diagnosis and in order to resolve the matter, on June 23, 2022, *** assigned Assurance Plumbing LLC to perform a second opinion service request on the water heater. On June 23, 2022, Assurance Plumbing LLC confirmed that the water heater was leaking and *** approved Water Heater Solutions to complete the authorized water heater replacement.
On June 27, 2022, **************** advised *** that she did not want Water Heater Solutions to perform the authorized service. In order to resolve the matter, *** offered to provide **************** with a check in place of the authorized service in the amount of $650.50 for ***s cost to replace the water heater. Section D-2 of Ms. ******* *** plan provides that *** reserves the right to offer cash in lieu of repair or replacement based on what *** can expect to pay to repair the failure (parts and labor); this amount may be less than retail or less than the plan holders actual cost. **************** accepted the offered check in place of service and *** is now processing the check. **************** will receive the check in the amount of $650.50 in approximately fourteen to twenty-one days.
Thank you for your consideration.
Sincerely,
HOME SECURTY OF *******, INC.
***** Cody
Customer & Regulatory Claim Resolution SpecialistCustomer Answer
Date: 06/27/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I only request that HSA verifies my correct mailing address with me before disbursement as Ive tried to update the outdated information listed on my account through their online portal and have been unable to do so, otherwise I will not receive it.
Thank you,
***************************Customer Answer
Date: 06/27/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I only request that HSA verifies my correct mailing address with me before disbursement as Ive tried to update the outdated information listed on my account through their online portal and have been unable to do so, otherwise I will not receive it.
Thank you,
***************************Business Response
Date: 06/29/2022
June 29,2022
Luke McDowell
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: ***************************; ******** Protection Plan No. *********; Complaint Case No. 17463211
Dear ********************:
Home Security of America,Inc. (HSA) is in receipt of your letter dated June 27, 2022, regarding the above referenced complaint.
Please be advised that on June 28, 2022, **************** advised HAS that her correct mailing is *********************************************************************************. HSA is currently processing the check and will release it to this mailing address. Please allow fourteen to twenty-one days for **************** to receive the check.
Thank you for your consideration.
Sincerely,
HOME SECURTY OF *******, INC.
***** Cody
Customer & Regulatory Claim Resolution SpecialistCustomer Answer
Date: 06/29/2022
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:06/22/2022
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.
6/10 I placed an online order for a service call rekeying and my credit card was charged $100. 6/14 I never heard from a vendor (ASH policy is to get a call with 24-hr) so I called to cancel this request. Agent said my credit card was credited back.6/20 I called American Express to see if the credit for AHS was submitted and was told no. I then called AHS who said the credit was submitted 6/14 and they received verification ** *********. I called American Express back who again said no credit had been submitted. 6/22. I called American Express and still no credit was received and that the do not issue ** numbers. I called AHS who said the credit was submitted 6/14. I asked about the ** number and she said there was not an ** number. REFUND MY $100.Business Response
Date: 06/24/2022
June 24, 2022
***** Dee
BBB of the Mid-South
3693 *************
*******, ** 38125
RE: *****************************; AHS Home Protection Plan No. *********; Complaint Case No. 17463106
Dear **********:
American Home Shield Corporation (AHS) is in receipt of your letter dated June 23, 2022, advising of the above referenced complaint.The letter has been forwarded to me for review and response.
I have reviewed AHS records regarding ****************** rekey claim. On June 10, 2022, ****************** placed the service request through the automated system and AHS assigned Realty Rekey LLC to perform the rekey service.The $100.00 trade service call fee for this claim was set to be collected from the payment source on file from ****************** on June 13, 2022. On June 14, 2022,****************** cancelled the service request. AHS processed the refund of the trade service call fee and our records show that the $100.00 trade service call fee amount was returned back to ****************** payment source on or around June 21,2022. Therefore, the trade service call fee amount has been returned by AHS on the cancelled service request.
Thank you for your consideration.
Sincerely,
AMERICAN HOME SHIELD CORPORATION
***** Cody
Customer & Regulatory Claim Resolution Specialist
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