American Home Shield
Unethical warranty contract practices

On May 26th I placed a call to American Home Shield because my A. C unit was not cooling the house. They dispatched Air One Tech to look at the issue. Mr Darius from Air One Tech looked at the unit and diagnosed that it would not hold a charge (cooling agent). He then contacted AHS who informed him that due to environmental issues of loosing the cooling agent that he would have to replace the unit. They informed him that they would order a unit and would call him to install it. He then gave me a copy of his diagnosis stating A. C unit unable to maintain charge. I then called AHS and Air One Tech who both kept informing me that they were waiting on the other person to call them back. AHS stated that they were waiting on pricing and Air One Tech stated that they were waiting on AHS to authorize service. Mr Darius for Air One Tech stated that after he gave them the price of replacement they then stated that the unit would not be covered. I then called AHS who informed me that the unit would not be covered because of mistreatment of the unit. This unit is 20-30 years old and has been repaired over 5 times in prior years by AHS. Now that the unit is going bad and will be expensive to repair they are denying coverage/payment to fix the problem. Mr Darius from Air One Tech can be reached at 703-966-2257 who can echo the above information. I feel that there are serious ethical issues with this companies practice. On top of this I purchased the "service plus coverage" which covers undetectable pre-existing conditions and improper installations, repairs, or modifications". During home inspection I have notes regarding this unit being in the same condition as it is present day. The only problem now is that the unit will not hold a charge. I have never made any personal alterations to this unit and AHS has repaired this unit time and time again. I can provide all of the service tickets for the prior repairs and also my home inspection notes. Mr Darius from Air One Tech stated that they only changed their mind after he gave them a price to repair the items. If they show you their call logs from when I spoke to them you will see that "not once" did they mention that the unit was not covered because it was neglected/mistreated, they only informed me that they were waiting on pricing. After they received the pricing that is when they told me that this unit would not be covered. I can note that the unit has been in bad shape since I purchased the home (20-30 years old. The representative from AHS stated that they unit had dents and a brick on top of the unit (once again it is 20-30 years so any of those items have been there well before I purchased the home). If needed I could also have our real estate agent look at the unit and write a letter stating that this is how the unit looked when we purchased the property. Please let me know what additional information you need from me.

Thanks for your time, Aaron Kawa

Company: American Home Shield
Country: USA
Address: 860 ridge lake blvd. Memphis, Tennesee 38135
Phone: 18007764663

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