• Report: #779654

Complaint Review: American Home Shield

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  • Submitted: Wed, September 21, 2011
  • Updated: Fri, December 16, 2011

  • Reported By: Marla — Muskogee Oklahoma United States of America
American Home Shield
Memphis, Tennessee United States of America

American Home Shield Scammers and Cons Memphis, Tennessee

*Consumer Comment: My Experience with AHS has been excellent

*Consumer Comment: Why BBB washed hands

*Consumer Comment: Ripoff

*Author of original report: Update

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We obtained our 1 year home warranty thru AHS (American Home Shield) when we purchased our home on April 29th, 2011.  I contacted AHS on July 13, 2001, regarding a range repair (this is a gas Thermador with a convection oven that the circuit board had stopped functioning, therefore, we couldn't operate our oven) for the oven as well as our burners not staying lit while in use and the kitchen quickly filling with raw, natural gas.  They did send a repairman out (yes, I paid him the required $60.00 service fee) and he informed me that he would get the parts ordered ASAP so we would have a working range again.

Here's where things get interesting - I never heard a word from AHS, even after repeated e-mails and telephone calls.  I finally sent a strongly worded e-mail on August 4, 2001 and actually received a phone call from AHS on Sunday afternoon of August 7th, wherein I was informed that the circuit board had been ordered and would arrive in two weeks.  As you can guess, I didn't hear another thing about my range repairs.

During the heatwave last month, our downstairs air conditioner blower motor died and, once again, AHS was called.  They tried to send one repairman who was horribly rude to my husband on the phone and it was determined that he didn't have the expertise to work on three-phase wired units (so glad he didn't show up!) but it took me several days of staying on the phone with AHS to get another repair company scheduled.  When the company that I found (and AHS approved) showed up and determined the blower motor needed to be repaired, AHS refused to replace the motor with another Carrier motor due to "cost" so we had no choice (due to the heat) but to go with a generic motor replacement.  At the time I was haggling with them about the air conditioner issue, I was inquiring about the range repair and got nowhere.

I was so frustrated and needed to do something so I sat down and filed a formal Complaint to, not only the Better Business Bureau but also the Oklahoma Insurance Commission.  As soon as those Complaints were filed, I received several phone calls from AHS, one suggesting that I "find a make/model no. for a new range and they could obtain it for me, at my cost, with their discounted pricing."  I'm sorry but there is a "replace or repair" clause in those Contracts and, if they can't repair an appliance, they need to replace it or get out of the home warranty insurance business.

After much persistence on my part with both the BBB and the Okla. Ins. Comm., I received an offer today from AHS where they are "allowing" me a certain amount toward the replacement of a new range (no, it won't buy a range like the Thermador) but only after I purchase it and provide them with an invoice.  I just responded to the BBB (they will forward on to AHS) telling them that this is unacceptable because, after all the lies they've told me, I don't trust them to reimburse me.  If they have such access to new appliances at cost, we can find a mutually suitable range within the price range they offered and they can obtain and arrange the installation, that's part of their business.

I truly think they were hoping that I would just go away and "handle" the range issue on my own.  If I have to get an attorney involved in this matter, AHS will lose far more than the cost of a new range.  I'm just hoping that if enough disgruntled customers contact the BBB and their respective state insurance commissions, something will be done about their shoddy business practices.

This report was posted on Ripoff Report on 09/21/2011 04:16 PM and is a permanent record located here: http://www.ripoffreport.com/r/American-Home-Shield/Memphis-Tennessee-/American-Home-Shield-Scammers-and-Cons-Memphis-Tennessee-779654. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
1Author 3Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Comment

My Experience with AHS has been excellent

AUTHOR: Aaron Ayers - (United States of America)

I don't know about Oklahoma, but in Tennessee AHS has treated me right every time.  No, I don't work for the company.  I've had a contract with AHS for about 2 years now, and every time I call them they come right over and get the job done right the first time.  Just wanted to do a "shout out" for AHS and point out that some of their customers are very satisfied.  Kudos!
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#2 Consumer Comment

Why BBB washed hands

AUTHOR: voiceofreason - (United States of America)

The BBB probably washed its hands because they consider the company's offer to pay you back afterward to be "reasonable", and the purpose of the BBB is not to do more than that.

Were you to do as the company requested and THEN get a hard time being reimbursed, the BBB would then come down harder on them.
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#3 Consumer Comment

Ripoff

AUTHOR: Diogenes - (USA)

First, I'm very surprised that someone who is so obviously intelligent, as you appear to be, didn't know that the BBB is a total scam.  Companies PAY the BBB to give good reports, and to omit any bad ones. You'll never get anywhere with the BBB.  Never.  Just check out the thousands upon thousands of reports on the web concerning the BBB's tactics.  And, concerning your state's Insurance Commission, I have no clue as to what they can do about warranties. Their job is watching out for insurance fraud, not unfulfilled warranty service.  Maybe things are done differently in OK, but I would say that you would be much better served by contacting your state's Attorney General.  It's the Attorney General's job to watch over customers who have been defrauded by unscrupulous businesses, and being the "top cop" in the state, he/she has the power and authority to actually do something about it.  I trust you will continue with your fight against this criminal company. 
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#4 Author of original report

Update

AUTHOR: Marla - (United States of America)

I wanted to let all other consumers know that the Memphis BBB has dropped my case because I was unwilling to expend my own money to replace our range with the promise that AHS reimburse me up to $2000.00.  I explained to them that AHS has repeatedly lied about their services, repairs and I was not going to expend the money (that is really tight now) to replace the unit and have to depend on AHS to make good on their promises.  I had also suggested that AHS and I compromise on a suitable replacement and there would be no need for me to have to wait for their reimbursement but they were not willing to do that......when they refused, that made me even more suspicious of their plan to stick me with the cost of the range and not reimburse.  I am now forced to take legal action on my own as well as replace the range.  This company needs to be investigated and I am very disappointed with the BBB for their lack of concern regarding this matter.
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