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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:
$1,398,252.00

Total Amount Settled:
$7,746.00

Complaint Experience

97%

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

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

Complaints	Type of response
8	Making a full refund, as the consumer requested
7	Making a partial refund
104	Agreed to make an adjustment
1	Refusing to make an adjustment
36	Refuse to adjust, relying on terms of agreement
3	Unanswered

159 complaints against American Home Shield

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4/21/2025

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $200,000.00 Amount Settled: $0.00

Customer Complaint

3/26/2025

AHS engages in widespread consumer fraud. They sold me an expensive home warranty— explaining there was. 30 day waiting period because no home inspection was required. About 2 months into the policy one of my HVAC units failed. They said it was a "preexisting condition" because I "should have known" it would fail. Hired private contractor to find problem via nitrogen test. Repair estimate 13k. AHS refused to pay. Resolution Sought Pay me 13k and cancel current fraudulent worthless policy.

Company Response

4/9/2025

I have reviewed the property address, AHS's records reflect that Ms. Cavalier's AHS plan became effective on February 23, 2025, and is expected to expire on February 23, 2028. On March 1, 2025, the air conditioning service request was dispatched to Crystal Air, Inc. to diagnose any problems. The technician reported that the second-floor condenser unit needed replacing because it was entirely out of refrigerant. He also noted the malfunction predates the contract term, which is why it is not covered under Ms. Cavalier's plan. Section 7-m of your AHS plan provides that of "Known Pre-existing Breakdown Exclusion." Other than Mismatched HVAC Systems, Breakdowns that existed prior to the start date of this Plan Agreement, or in the case of a Covered Item a Breakdown that existed prior to the installation of the Covered Item in your Covered Home, that were either known by you or were reasonably detectable by you are not covered. Section 7-D of your AHS plan provides an "Inaccessible Location Limitation." We will not cover the cost to access Covered Items in inaccessible locations, such as those that cannot be accessed safely or due to an obstruction. Therefore, AHS did not authorize any repair or replacement of the air conditioning. Although we are greatly saddened by Ms. Cavalier's decision to cancel the warranty, a formal request has been sent to AHS's Cancellation Division for assistance with her cancellation request. Please be advised that the cancellation request can take up to 3 to 5 business days for processing. AHS does apologize for any frustration and inconvenience Ms. Cavalier may have experienced. Thank you for your consideration

4/6/2025

RESPONSE: Agreed to make an adjustment Amount in Dispute: $68.99 Amount Settled: $0.00

Customer Complaint

3/10/2025

American home shield gave me two months free service but they hit my account anyways for the $68.99. I have been talking to them every day since 26 February every day they keep telling me it's been expedited wait another 24 to 48 hours I am a senior citizen on fixed income and this really put me in a financial bind. Resolution Sought Give me back my money

Company Response

3/25/2025

American Home Shield Corporation ("AHS") is in receipt of your letter dated March 10, 2025. The correspondence has been forwarded to me for review and response. I have reviewed the property address A formal request has been sent to AHS's Accounting Division for assistance with Ms. Hobbs's reimbursement request for the warranty contract fees. Please be advised the reimbursement request can take up to 14 to 21 business days for processing. AHS does apologize for any frustration and inconveniences Ms. Hobbs may have experienced. Thank you for your consideration.

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