Complaint Review: American Home Shield - Memphis Tennessee

The reason we bought this house is because of the American Home Shield Warranty.

We upgraded to the Higher priced Warranty that covers, Pre-existing conditions, Mis Matched systems the whole plumbing and sewer system, whirlpool baths, etc. after We read the first warranty coverage after having a leak in the bathtub that they wouldn't cover because it was a 'whirlpool bath'...so we upgraded--now the pay for them to come out is $60.00 instead of $55.00.

AHS came to fix the leak in the bathroom. The guy first said that they didn't cover whirlpool baths. I said, the leak was the faucet not anything to do with the whirlpool bath.

He came back a week later with two little gaskets and repaired the leak. $60.00. Then about 2 months later, I had a leak in the kitchen. They refused to cover it at all! Said that my warranty didn't cover leaks in Faucets!

In the meantime, we have airconditioning issues. I have fought with AHS for 3 months! It started with a leak in the airconditioning. I told them it was leaking, and they sent a plumber out! Charged me $60.00! He refused to repair it, because it was an airconditioning unit.

The SAME day the airconditioner guy came out, said he would have to call his boss.. because normally a plumber would come out. I explained that the plumber did come out, and said it was a job for an airconditioning man.

He said I had to pay him the $60.00 for the visit. I said, I already paid $60.00 for today? He said, he is a different tech, different issue. I said..no same issue. I told them it was an airconditioning leak.. not my fault they sent the plumber out instead of the airconditioner guy???

He called AHS back again, about the $60.00 and said, you have to pay me $60.00, and I will fix the leak, although I don't understand why the plumber didn't fix this--it was a PVC problem in the airconditioner he said.

So I paid him, he came back with PVC and fixed the issue, running the water out onto our Wood Beam under the house.

We had some people working on the house, and a few days later, they said, you still have a leak (they were here when he came, B-Pierce Industries)... I said, You are kidding? So THEY extended the PVC from the original PVC drain--and had to repair the wood under the house!

I called AHS back, and said the leak wasn't repaired and it caused damage.! They said, they will send someone out, but they don't cover secondary damage from an issue.

So the guy comes out--a different air conditioning place, and said, I have to charge you another $60.00 for coming out, but the leak is from the airconditioning freezing up, and then that is where the water is coming from. I couldn't believe it, another $60.00 for the airconditioner, but he explained the original $60.00 only covered the parts that the other guy put in, and they convienetly waited until the 30 day parts covereage was over anyway.

I just wanted it fixed. I said, "Can you fix it--because we were burning up--not only was it leaking but it wasn't working right." He said, he would have to ask AHS to see if it was covered because we had MisMatched units.

I said I have the extended policy covering the mismatched units. He said it didn't cover the air conditioner unit. I said "what would that mean then mismatched?" He said, like a washer and dryer? I said, "You have got to be kidding me...that isn't even in the warranty?" So its not covered. He said, We will have to see, I will go back and ask AHS, but in the meantime, he taped with some tape for airconditioners, the piece he took off, and said that will help the air to be better..

It was 8am and not hot and he said in his report, that it was 69 degrees when he left. But he didn't do anything--and charged me another $60.00. So at this point I have spend $180.00 on the airconditioner.. thinking he would come back.

I heard nothing from them. I tried to call and got no answer from them.

Finally I called AHS and they said it wasn't covered because they didn't cover condenser units or drain lines on air conditioning units. I said, "We have the more expensive contract, and it specifically said that Condensers, drainlines and mismatched units are covered."

They said they would check into it and call me back. A month went by, with the air not working (My electric bills are twice as high) we had to buy two window units ($200.00) because of my health and I can't get that hot..(it stayed about 90 degrees during the day)..and the water is ruining everything, and we didn't realize it, because it was soaking up between the flooring and the underflooring.

I went through the emails they sent me, and even on the emails, it has what it covers, and it showed specifically these things, on the Email THEY sent me.

I forwarded the email THEY sent me back to them (AHS), with my information in the EMAIL they sent me...Warranty number, what is covered etc.... they returned the Email to me (with that part deleted), saying they could not find my information and therefore couldn't help me.

I wrote a long letter, and mailed it. (In the meantime, water is ruining two rooms..)--never heard back from them. I called several times, and would be put on hold then it would disconnect.

I finally called the place where you turn in an issue that you want fixed--and got them! They connected me after 20 minutes on hold to someone over the complaint area.

He was downright mean to me. He said, we can not cover your airconditioning problem, because it was not properly cleaned and that is what caused the problem. I said you have got to be kidding? He said, no, if you get someone to clean it, ($350.00), it will be fine.

(We have called someone on our own to take care of the problem that told us AHS was a scam...so that is why I am here.) I said, No sir, that is NOT the problem. I said, "Get real, it's an airconditioner from 1984, and now you are saying, cleaning it will make it new again?... He said, "I can only tell you what the Tech said." I said, I have a copy of his reciept and that is not the reasoning you originally gave, nor what he wrote. Besides, The Warranty we have covers, Non-maintained, incorrectly installed, and pre-existing conditions, so this is not a reason to not fix this issue." He said, "We can not cover it, I am sorry mam, I don't know why you think we should cover something you did to the air conditioner by not cleaning it".

I was So upset, I asked to CANCEL AHS Warranty and get my money back... He said, Yes Mam, Let me transfer you. I was on hold another 25 minutes and then disconnected.

Now I am here. With two rooms ruined, and a leaking air conditioner that won't cool, and I can't get my warranty cancelled or my money back.

I would NOT have bought this house if it were not for the warranty. We can't use the rooms and have our things in storage paying monthly for that!

And it seems as though I am not alone.

Noairrepairtx

Henderson, Texas

U.S.A.

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