Complaint Review: American Home Shield AHS

Contractor (Priority Residential) replaced faulty OEM MasterCool 6500 evap cooler therostat on behalf of AMERICAN HOME SHIELD insurance (AHS). Replacement unit was Rodgers & White thermostat. It doesn't offer a temperature specific automatic on/off option, unlike the original.

(Digital replacement unit doesnt show functions until turned on; it was impossible to ascertain functionality until install was completed.)

PR made three visits. The first to find the problem. The second to put in the thermostat. The third to hook the thermostat up to the MasterCool on the roof. After the second visit, the technican said that a "like" unit (with the same functions as the original) not available; after installation was completed, the technican said AHS wouldn't cover like unit.

A like unit, by Adobe Air in Phx (OEM under new name), is available thru other contractors for almost the same price of Rodgers & White unit ($165 vs $160). Complained to AHS; supervisor said it trusted PR to tell truth, would not investigate, and would not help us get equiv unit from PR, now that install is complete.

PR claims that AHS requires it to install Rodgers & White unit. AHS, when contacted, said it doesn't force contractors to use specific parts (in this case) and that price isn't an issue. We are supposed to get a like replacement. However, that didn't happen. Had we been told up front by PR that it was installing an unlike unit, we would have refused unit & install; AHS would have given us a "cash-out" make good. Now we seem stuck with unit; PR wouldn't take back or replace even tho unit hadn't been used one to three hours after install.

AHS says it can't help. However, it hired the installing contractor and is reponsible to fulfill agreement to replace item with like quality if available. AHS should tell clients what it is giving them if it intends to install "replacement" of lesser quality. We are busy, employed homeowners, who can't stand over a tech and demand to know every detail of replacement process up front to provide approval.

Product Purchased: Rodgers & White Thermostat: Type:1F51W-619

Damage Resulting: What will happen, once unit is activated, is that we will be unable to accurately control the temperature in our home or regulate electrical use as desired. Thus, we will incur unneccessary costs and could under or overheat house, with corresponding damange to plants, pets, medications, furnishings, etc.

Glenn
PHOENIX, Arizona
U.S.A.