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American Home Shield complaints

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889 Ridge Lake Blvd.
Memphis, TN 38120 | Get Directions

(901) 537-8000

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

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Total Amount in Dispute:
$1,281,436.00

Total Amount Settled:
$1,983.00

Complaint Experience

98%

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

263 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
176	Agreed to make an adjustment
3	Refusing to make an adjustment
68	Refuse to adjust, relying on terms of agreement
1	Unanswered

263 complaints against American Home Shield

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5/9/2024

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $3,000.00 Amount Settled: $0.00

Customer Complaint

4/25/2024

This company is a scam. We have a legitimate issue covered by our contract a they refuse to do the work. Subcontractors working with AHS state or to up charge for irrelevant issues. I had a tenant without hot water for 9 days causing undue stress hardship and ultimately risking my business of rental properties. Resolution Sought Reimburse me for the $3,000 for the parts and labor to install a new tankless water heater. I can provide all receipts and proof of work.

Company Response

4/27/2024

April 27, 2024 Business Consumer Alliance 3363 Linden Avenue, Suite A Long Beach, CA 90807 RE: Jason Eubank; AHS Plan No. 627322228; Dear Business Consumer Alliance: Thank you for making us aware of Mr. Eubank's issue through the Business Consumer Alliance. We take customer satisfaction very seriously, and sincerely apologize if Mr. Eubank has not been entirely satisfied with our service. I have reviewed AHS' records for property address 8204 Starnes Road. There are no records with regards to a water heater service request. AHS would be happy to further assist with Mr. Eubanks' complaint, however, additional information is needed, such as property address, dispatch number, contract number in effort to locate the service request. We take your concerns seriously and thank you for raising them to our attention. We value Mr. Eubank as a member and hope to provide them with a positive customer experience in the future. Sincerely, Ashley W. AMERICAN HOME SHIELD OF TEXAS, INC.

4/25/2024

RESPONSE: Agreed to make an adjustment Amount in Dispute: $3,000.00 Amount Settled: $0.00

Customer Complaint

4/4/2024

I paid American Home Shield in November of 2023 to fix my washer machine, dryer, refrigerator, dish washer and microwave. They sent out a company 1 time and haven't fixed anything. I've literally called them over 60 times since and still no one has come out. I've escalated it. Even the people in escalations stopped responding. Resolution Sought Refund me for the inconvenience and fix my appliances.

Company Response

4/12/2024

April 12, 2024 Business Consumer Alliance 315 North La Cadena Dr. P.O. Box 970 Colton, CA 92324-0814 RE: Ms. Goncalves; AHS Plan No. 647388068 To Whom It May Concern: 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's records with regard to Ms. Goncalves's complaint. AHS apologizes for the frustration the customer has experienced. A service request has been dispatched to RMT Mechanical to diagnose the appliances and provide their opinion. A trade service call fee will not be due from the customer for this service request. When AHS has received diagnoses from RMT Mechanical, the customer will be further advised of our position. Thank you for your consideration. Sincerely, AMERICAN HOME SHIELD CORPORATION

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