In August I took out a warrenty policy including an extra $160 policy for a second heat-pump. My first service request was January. Their technician found a defective defroster board, ordered a new one and replaced 2 days later.
Six weeks later, the unit went out again, and the company sent a different "repairman". He spent 30-40 minutes finding a charred wire, loose contactor and extra part in base of cabinet. He declared my unit "out of compliance" and refuse to provide service. He still wanted his $45 and spent another 10 minutes bragging about many claims he denies for the "Company". It was as if he was the company "hit-man" for this area, and not a service provider.
I called another technician who said the charred wire was actually "broken" and charred when the current sparked within the cabinet. He said the wire was on the loose contactor and caused it to vibrate loose with the sparking. He found the extra part in the cabinet to be a mounting bolt from the contactor that loosened when the sparking occured. This man spent less than one minute to identify and fix the broken wire and reset the mounting bolt. He was so embarrassed when I told him that American Home Shield was there, he did not charge me for the time spent.
I took this information back to a customer service manager in American Home Shield and she refunded the $45 and said would call if anything else was needed.
Six months later I renewed after 5 separate monthly notices to renew my "extended policy" which I did.
In December the unit stopped providing heat again. I reported it on the web site and got a confirmation in email moments later that the "second" technician would be returning. I called the Customer Service number to establish a time line and was told no one would be coming out since I never sent any documentation for the previous repair. Speaking to a supervisor I was told that no heat-pump work would be honored without written proof even though they tricked me into carrying a separate policy on each unit.
I was so irate that I wrote a letter cancelling my policy and requesting a refund. Six weeks later, even though they have my name address, tel number and email address, I have yet to hear from them with so much as a courtesy letter.
Since they left me stranded twice without heat, I would be willing to take any action possible against this company.
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