Home » News

Home Warranty News

One Comment

Read this home warranty news article in its entirety at WTDV Raleigh Durahm

Troubleshooter: Long hot summer

WTDV Raleigh Durahm

Recently it was 80 degrees inside Lisa Williams’ home, and she considers that a cool temperature.

She says she’s been without a working home air conditioner unit since spring. She tells Troubleshooter Diane Wilson, “I was awful. I was miserable.”

She has a home warranty through American Home Shield and she says a technician was sent out to look at the unit. She adds, “They started taking the unit out and then stopped as they said they didn’t have approval to do the work.”

So Lisa waited for American Home Shield to approve the work. But Lisa says AHS didn’t approve the work instead she says, “They said they would not pay for everything. They would have to send me a check. I would have to take the cash out option which left me with nothing, as the unit is halfway pulled out, and no air no heat, no nothing.”

Lisa used ceiling fans and window units to keep cool. She also says she heard nothing from American Home Shield. She adds, “I kept calling in and said if you’re going to send me cash how much? When are you going to send it and they never even called me back.” So Lisa turned to Troubleshooter Diane Wilson.

Troubleshooter Diane Wilson got in touch with AHS and Lisa got some cool news. She says, “AHS contacted me immediately and they said they would pay for everything.” Lisa is sitting cool now as she has a whole new working unit and she’s very happy with the response from AHS.

In a statement a rep for American Home Shield added this: American Home Shield is committed to providing quality customer service. Ms. Williams’ recent experience was not representative of the normal AHS customer experience and we sincerely regret the delays in service she experienced.

As a result, AHS covered 100% of the expense related to the replacement and installation of her new furnace and evaporative coil, including $1,200 toward items that would not normally have been covered under the terms of her warranty.

The company also reimbursed Ms. Williams for her trade service fee and AC window units, used to cool the home in the interim. Ms. Williams has confirmed that she is pleased with the outcome.

As part of the company’s business model, AHS contracts with local trade professionals to handle our customers’ service requests. AHS prides itself in providing reliable service from pre-screened, insured contractors…..(more)

One Comment »

  • barbara dewailley said:

    Well they didn’t reimburse me for the window unit I bought while waiting for several weeks in the heat for them to fix my air conditioner. I have a daughter with cerebral palsy and will not let her suffer! They were aware of this and did not seem to care. They also told me they were giving me a new unit and then so sudenly after making me wait longer decided on just repairing the same unit. I started not to renew but changed my mind and the check I sent for payment they say they have never received. I was just about to do a stop payment on the check. Got my bank statement the other day and it shows they cashed the check on oct 14 this is the 26 and their payment department still says they have not received the check. I have got to produce a copy of the check front and back and fax to them before they will research it! Seems to me since I have been a customer for over 10 years and I am telling you I show the check has been cashed you should research it now. There is a problem some where in the company. Many problems. After this I will not renew next year. I believe my blood pressure will be better.

Leave your response!

Add your comment below, or trackback from your own site. You can also subscribe to these comments via RSS.

Be nice. Keep it clean. Stay on topic. No spam.

You can use these tags:
<a href="" title=""> <abbr title=""> <acronym title=""> <b> <blockquote cite=""> <cite> <code> <del datetime=""> <em> <i> <q cite=""> <strike> <strong>

This is a Gravatar-enabled weblog. To get your own globally-recognized-avatar, please register at Gravatar.