Complaints for American Home Shield in Memphis, TN

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

117 complaints against American Home Shield

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10/9/2025

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

Customer Complaint

9/24/2025

I filed a request for service to fix my HVAC system. Turns out the duct work was not properly insulated causing condensation to leak through the ceiling. AHS sent out a provider who gave a quote but they didn't share it with me - and AHS has continued to give reasons not to cover this - reasons that are incorrect causing the contractor to have to call them. Bottom line they say they can't get someone to come back and give a second opinion - they don't provide a reason why - and they are denying the repair. It's a violation of our plan agreement and very poor customer service since the I formation changes each time we talk with them. Resolution Sought I would like to have them do as they have agreed in the our plan and atleast get a second opinion. I have done all that they asked - paid out of pocket to have the duct work exposed so their contractor could see the issue etc. I want them to be held accountable to sticking to with their company policy and our plan agreement

Company Response

9/27/2025

¬September 27, 2025 RE:AHS Home Protection Plan No. 679039758; Dear Sir or Madam: American Home Shield Corporation ("AHS") is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response. On July 25, 2025, Ms. Macy submitted a service request for air conditioning, and AHS assigned DMC DI Dolce Mechanical Contractors to address the issue. Following a recall initiated on August 4, 2025, DMC DI Dolce Mechanical Contractors returned for a subsequent assessment. Their diagnosis indicated that excessive condensation was present on the main supply line due to lack of insulation and noted that access would be required to inspect the ductwork. Based on Section 7d of the plan, which excludes coverage for access, as well as Section 7k regarding missing parts, AHS denied the claim. On September 3, 2025, Ms. Macy asserted that insulation was not a requirement at the time the residence was constructed and requested a second opinion. Consequently, AHS dispatched Cool Temp; however, on September 8, 2025, Cool Temp declined the assignment, citing that they do not service ductwork. While AHS attempted to transfer the service request, no alternative contractor was available to provide a second opinion. The claim was escalated to a supervisor as Ms. Macy continued to contest the initial diagnosis. As no suitable contractor could be found, the request for a second opinion was ultimately cancelled. Per Section 9g of the plan, an alternative service contractor will be provided for a second opinion if one is reasonably available. Should Ms. Macy grant access to DMC DI Dolce Mechanical Contractors for further evaluation, AHS is prepared to dispatch them for another visit. In recognition of the inconvenience experienced, AHS will reimburse Ms. Macy's service fee of $133.29, which will be credited to her original method of payment within approximately 10–14 business days. Sincerely, American Home Shield Corporation Shelley Shaw-Stewart Claims Resolution Specialist 3400 Players Club Pkwy, Suite 300 Memphis, TN 38125 Fax: 901-473-3745 Email: [email protected]

10/7/2025

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $38.39 Amount Settled: $0.00

Customer Complaint

9/16/2025

I asked for my policy to be canceled and the rep told me some one specific is assigned to my cancelation that they would. Call me I said I could not recive random phone called due to call screening they told me they could not provide me with a phone number for the return call so they said the cancelation would be entered and I would recive an email I never received it after calling back after the money was taken out of my bank they said department was not open I have to call back in a hour I request a escalation memeber they said the cancelation would be elation department is open at tempted to connect me to find out they were not open now there not going to be open until Monday they were going to call me so repeat again that I cannot recive random phone calls due to screening and it should not be this dificult to cancel it should have been cancels on Friday when I called Resolution Sought Reimburse me plus pay for any bank fees associated with with the over draft

Company Response

9/25/2025

To Whom It May Concern: Thank you for making American Home Shield Corporation ("AHS") aware of our member's issue. We take customer satisfaction very seriously and appreciate this matter being brought to our attention. I have reviewed AHS's records with regard to the member's complaint. The member's warranty plan coverage was scheduled to become effective for a coverage term of one year on September 13, 2025. On September 11, 2025, Ms. Clark requested to cancel the warranty plan. The warranty plan was cancelled in accordance with the plan terms. Section 15.D.3 of the plan agreement states that if the member or AHS cancels the warranty plan during any plan agreement renewal term, AHS will provide the member with a pro rata refund of the unearned plan price the member has paid, less the cost of any covered service request. Therefore, AHS refunded the one payment that had been received prior to the cancellation being processed, in the amount of 38.39. AHS is not liable for any additional reimbursement. Thank you for your consideration. Sincerely, Kim T. AMERICAN HOME SHIELD CORPORATION

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