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American Home Shield complaints

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3400 Players Club Parkway, Suite 300
Memphis, TN 38125-1731 | Get Directions

(901) 537-8000

http://www.ahs.com/homeowners/

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Total Amount in Dispute:
$1,337,450.00

Total Amount Settled:
$8,546.00

Complaint Experience

96%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Complaint Closing Statistics

140 complaints against American Home Shield closed in last 3 years.

Complaints	Type of response
7	Making a full refund, as the consumer requested
7	Making a partial refund
92	Agreed to make an adjustment
0	Refusing to make an adjustment
30	Refuse to adjust, relying on terms of agreement
4	Unanswered

140 complaints against American Home Shield

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7/10/2025

RESPONSE: Complaint was not answered Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

6/16/2025

I have had American home shield insurance for several years my 19 year unit developed a leak in the coil of R 22 Freon, which is not allowed to be purchased or manufactured or imported in the United States as of January 1, 2020. They want me to pay almost $3000 to repair the unit instead of them replacing the unit if I choose to replace the unit they want me to pay $7000 their contract states if something can't be repaired, they will replace it. It also states that they cover up to $5000 of replacement for that unit they are doing nothing to get this resolved. I have even asked several times for the cash out option and they keep giving me different excuses for not having it done yet and ask me to keep waiting. This started on May 29th, 2025 and today is 6/13/2025. Resolution Sought I want them to go by their contract and replace the u to since the R22 Freon is not being made, sold or imported in the US and this unit is to be weeded out of use.

6/2/2025

RESPONSE: Making a full refund, as the consumer requested Amount in Dispute: $1,000.00 Amount Settled: $1,000.00

Customer Complaint

4/4/2025

I have home warranty. My first claim is ov er plumbing leak. They took my $125 service call fee and did not fix leak. They scheduled approximately 8 follow ups w plumber Hers and His plumbing and repeatedly cancelled them without notifying me until afterwards. I have escalated twice w same response and no service. Resolution Sought Fix my leak per their contract

Company Response

5/20/2025

American Home Shield of Florida, Inc. ("AHS") is in receipt of your letter dated April 6, 2025, advising of the above referenced complaint. The letter has been forwarded to me for review and response. I have reviewed AHS's records and found that a service request regarding a leak was submitted on March 14, 2025, and subsequently assigned to Hers and His Plumbing Services LLC. They informed AHS that there was no cleanout available to address the blockage, necessitating that the blockage be cleared from the roof. However, the request to clear the blockage from the roof was denied in accordance with section 5A(i) of the warranty plan, which specifies that such actions are not covered. You were informed of this denial on April 6, 2025. Since AHS does not provide coverage for clearing blockages from the roof, no repairs were authorized. If you disagree with the assessment made by the independent contractor, you may reach out to AHS customer service at 1-800-776-4663 to request a second opinion. Otherwise, based on the diagnosis we have, AHS will uphold the denial. Thank you for your consideration.Sincerely, American Home Shield of Florida, Inc.

Customer Rebuttal

6/2/2025

Thank you for your follow up.. American Home Shield honored their responsibility and deposited said sum into my bank account. Thank you for your representation. I appreciate you.

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