Complaint Review: American Home Shield

FYI, I have filed a formal complaint with our State attorney general office on AMERICAN HOME SHIELD regarding my problem with this very deceiving company.

We purchased a home a year ago, which came with an AMERICAN HOME SHIELD home warranty.

We recently called a heating and cooling company to have our home furnaces checked for the upcoming winter. Unfortunately, he found our furnaces to have cracked heat exchangers and instructed us to have our furnaces replaced immediately. We called AHS since the furnaces were covered under their plan. We were initially given two authorization #'s for the company that had called so they could replace the furnaces since they were unable to have their own technicians dispatched to inspect the furnaces on the same day that we called.

I was told that the heating and cooling company had to call their offices and give the authorization #s before he started the work. Unfortunately the technician called us back and stated that they were denying the repair because we failed to maintain the furnaces properly and that they would be sending their own technician the following day to further inspect the situation. Keep in mind that we moved in our house a year ago and were in fact having the furnaces winterize for the upcoming winter.

One of their technicians came in the following day to inspect and recommended that we replace the furnaces immediately, he called the AHS office and again they denied the replacement. Their own technician went as far as placing one the furnace out of service (temperature was 29 degrees) since he stated that the carbon monoxide would kill all of us in the house. We contracted for another company to replaced the two furnaces three days after this unbelievable fiasco, amazingly their installers came up with the same conclusive findings as the first two technicians: The furnaces were emitting carbon monoxide and required immediate replacement.

I am totally amazed that AMERICAN HOME SHIELD remains in business.

john
Highland Village, Texas