I have had their warranties in the past. They solicited me for a renewal or new policy on a home that had been insured with them before. I explained to the salesperson that the home is located in a rural area and that if something broke there is no affiliate service provider in the area. Her response was that it wouldn't be a problem. She went on to ask if the appliances (stove, rifrigerator, etc. Were new). I said yes. She suggeted a warranty on the major systems. I indicated that one central air (HVAC) system was new and the other quite old. She advised that a policy on major systems and not appliances would be cost effective and I signed up and paid the premium. That was at least 6 months ago.
Several weeks ago the older HVAC unit failed. I called and after being transferred to about half a dozen people in wrong departments my call was put through to a very rude agent. She asid that although AHS didn't have an authroized servicer in the area that they had 36 hours to notify one and then to dispatch someone after that time. Rather than arguing, I called back a short time later and reached a cooperative agent who confirmed that there was no AHS contractor in my area. She provided me with an authorization number allowing me to contact a licensed and insured HVAC company (with the exception of 4 that she listed as not permitted by AHS). I called a local licensed and insured service technician who came and diagnosed the problem. That technician called AHS to have the repair (which turned out to be a recommendation to replace the unit) authorized. They wanted him to replace the compressor in the unit, which he refused to do because he said that it would not be an appropriate repair given the age of the unit and other factors. AHS would not authorize the repair and insisted on sending one of their affiliate contractors from 90 minutes away. A few days later that contractor came and confirmed the first contractor's diagnosis. As had another HVAC person in the meantime. It was also explained to me that if a compressor had been located for the unit... And if someone would install it that while it would provide cool air for as long as the other components of the AC unit might have lasted that it would not have "matched" the heqating system because the new requirement is minimum 13 SEER and we would have had additional problems when heating season arrived due to the nature of the repair for the AC part of the unit not matching.
I had been advised by AHS that if the contractor they dispatched confirmed the diagnosis of the local contractor that I would be permitted to use the local contractor.
When the AHS affiliate contractor called me and said that his diagnosis confirmed the one I already had he indicated that replacement by his company would cost in the range of $4,500. He waent on to say that the AHS warranty does not cover removal and disposal of the old unit. I confirmed that the language he stated is in the contract, so no problem there. He went on to say that AHS would pay $1,700 for the work covered under my warranty. He called back later and said that he had spoken to AHS and that they would only pay $1,100. A few days later AHS called and said they would pay $600. I related the conversation with the affiliate contractor and they claimed to have no record and instructed me to call the contractor back, which I did. He was able to give me the information concerning the authorization he had been provided in reference to the $1,100. I called AHS AGAIN. This time, they said that since I had decided to replace the unit using the local contractor that they would pay $600. Later in the discussion they raised that amount a little because they said they had made a moth error. After asking many questions and indicating my dissatisfaction the representative did say that they had not included labor and would do so if I send a copy of the bill for the labor (in some lesser amount than thte actual cost).
I will be submitting the paper work on Monday. The real kicker is that the local contractor charged a total of $4,000 compared to the $4,500 quoted by the AHS affiliate contractor. The local contractor charged $95 for the diagnostic service call, which according to the contract I am obligated to pay $55. The local contractor charged $300 for demolition and disposal (also my responsibility according tot he contract). That leaves a balance of $3,740, which is a far cry from the $600 AHS tried to pay on the claim. I think they should pay the $3,740. I told them that it was an old unit when I purchased the policy and that based on past experience I knew that there were no local affiliate contractors in teh area. Shame on AHS. I want my money! I have paid the local contractor in full because it isn't fair to make his company wait while all of this is sorted out. I am $4,095 out of pocket right now plus the premium for this worthless insurance.
W & D C
Salisbury, Maryland
U.S.A.
0 comments