American Home Shield
Heating unit coverage denied for poor maintenance after delays

I called in a service call to repair a HVAC unit covered under an American Home Shield Warranty. As usual, they were not able to find a service repair technician, so they gave me authorization to get one myself.

I called the guy who had serviced this unit for the last ten years and had always been approved by AHS. He indicated that the heat exchanger had burned through and would need to be replaced. Repairs were estimated at $2400 or replace the unit at 2900.

AHS delayed and lied about the status after numerous calls (I have all of them documented) for 6 days and finally found a technician to give a second opinion on the situation. That technician did nothing but confirm the first guys prognosis, a bad heat exchanger. After repeated calls to them, they then told me they would cover nothing because of poor maintenance on the unit.

The first guy had been the one maintaining the unit the entire time and made no mention to them of any maintenance problems and the second actually never even opened the unit to look at it. There is no maintenance that would keep a heat exchanger (a steel box with flames burning inside) from burning through.

I have had this home warranty for 10 years and have not had any major complaints to this point, but now when a major component breaks down AHS appears to take the approach of " sue me if you want to, I'm not paying, not very American or is it? I am pursuing small claims court action at this time

Company: American Home Shield
Country: USA
State: Tennessee
City: Memphis
Address: 800 Ridge Lake Blvd
Phone: 9015378000

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