On 9/18/06, an International Comfort Products condenser, Model number NAC042GKC3, Serial Number E053425026 was installed in my home under the HMS warranty. On July 31st, the circuit beaker for the central air conditioner in my electrical panel tripped. I reset the circuit breaker and turned on the air conditioner and the circuit breaker for the air conditioner tripped again.
On 8/1/07 at 7:49am, I called HMS Warranty and spoke with Cathy to file a claim for the air conditioning. A Claim number was given to me and I was told to call DHL Home Services. I was unable to reach DHL Home Services so, I called HMS Warranty Services on 8/2/07 at 8:40am and spoke to Shawn. Shawn assigned my claim to Air Lingus Service and a service appointment was scheduled for Friday, 8/3.
Air Ligus came to my home on 8/3 and told me that the air conditioner was no longer working and needed to be replaced. I called HMS on 8/3/07, I spoke to Kianna who told me to call back on Monday. On Monday, 8/6/07, I spoke to Poya at HMS who told me it would take 24-48 hours to process the claim and some one would call me. No one called.
On 8/7/07 at 4:40 pm, I called HMS and spoke to Aldeen. Aldeen told me that there was no information on my claim and denied my request to speak to a supervisor. I then sent an e-mail to HMS requesting to know when the central air conditioning would be repaired or replaced. On 8/7/07 at approximately 9pm, KC called me and told me that the air conditioning would be replaced and that Air Ligus would be notified that the replacement was authorized.
On 8/8/07, I contacted Air Lingus at 703-916-9070 and spoke to Zobair. Zobair told me that HMS had authorized the replacement, but HMS also stated that the unit would be shipped to Air Lingus and it would take three days for the unit to arrive. Zobair scheduled the central air conditioning replacement service call for today, 8/11.
When I contacted Air Lingus this morning, I was told that no shipment had arrived and that Air Lingus could not fix the air conditioning. I then called HMS Warranty and spoke with Julia. Julia told me that Air Lingus should have come to my home and taken the old air conditioning to some undisclosed location and get a replacement. I told her that I had just spoken with Air Lingus and they were still waiting on the parts to be shipped to them.
At this point, I realized that HMS warranty had no intention of repairing my central air conditioning. When the origianl central air conditioning went out last year I filed a claim with HMS Home Warranty on 8/14 and the air conditioning was not replaced until 9/18 and only after I filed a complaint with the Consumer Protection Division - reference number 120233.
It has been over 100 degrees for the last three days and over 90 degrees for the past two weeks. I find it very difficult to understand how any company can fail to expedite a request for central air condtioning repair even after you tell them that you have an elderly family member living with you who is suffering terribly from the heat.
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