We asked why. A BBB spokeswoman said it was evaluating complaints "right now" to determine if there are any patterns that it should address to the company. The BBB complaints are not isolated. A quick Google search found hundreds of additional complaints, many with similarities to Torine's experience, many citing confusion over the company's name. We asked CCHS to investigate Torine's case. A few hours later, Torine got a call from the repair company, which said it had a long conversation with an HMS rep.
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There was an issue with my toilet and my tub draining. I filed a claim for those with American Home Shield via phone and the contractor that they sent was an awesome professional. He was clean and he cleaned everything up that he touched and put on booties when coming in. He repaired the stuff well. There were no extra dings that he left behind. The toilet is better than it was the day it was installed. I also have one of those faucets where the end of the faucet pulls out as the little spray spout and the hose started to get a little bubble on it. He didn't repair that because it hadn't actually failed yet. He couldn't repair it unless it was a failure. After requesting service for my A/C breakdown on 5/16/18, the contractor assigned to me went unresponsive to my calls for repair for 8 days. I then found another contractor that completed the repair, and sent an invoice to AHS dba HSA for the repair.