We got American Home Shield coverage when we bought our house a few months ago - we used the coverage for first time this week and I am convinced that these people are crooks. We called to report a minor leak in our water heater flex line that began about a week ago. They arranged for the plumber to come in the "8 A.M. To 1 P.M." slot. They called about 10:30 A.M. And when my wife didn't answer the phone due to being in the bathroom, they IMMEDIATELY sent the plumber on to the next job - even though they never said that they would call to confirm on the day of the appointment. What was unbelievable about this is that she called back within approximately 2 minutes and they the rep was snotty and told her that they had to have phone contact and that now we were pushed off until the afternoon slot!
The plumber did finally show up at 3 P.M., said that the item was covered, and made the needed repair by replacing the flex line to the water heater. He accepted the $45 check that we had intended for the American Home Shield "copay" and said that the item should be covered. He even left a receipt with an "authorization number" from AHS and which stated $102 to be billed to AHS.
Two hours later, we get a phone call from AHS saying that our plumbing claim has been denied! They state that a leak in a flex line for a water heater is a code violation! Excuse me? I checked the policy and even though it states that they don't cover code violations or improper installation, nowhere does it list specifics - thereby allowing them to deny coverage on almost anything! What's worse, though, is that they sent the plumber, who actually went to Home Depot to buy a part, fixed the leak, told us it was covered, took the $45 American Home Shield copay, and left - only to tell us HOURS LATER that it was not covered. HELLO?! If the service isn't covered, it seems to me that American Home Shield is obligated to tell us that BEFORE the plumber performs the repair! That way, we can decide whether we want to have it done by him or someone else. And moreover, why should we pay American Home Shield a "copay" for a non-covered service?
These people are crooks and this company needs to come under serious scrutiny. I plan to file a complaint with the state attorney general.
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