American Home Shield
Hazardous water heater replacement refused because it still works

My water heater was deemed hazardous by the local gas company. It had a leak that the gas company repaired, but also has a problem with the flame burning too hot and too high. The gas company said it should be replaced. I called American Home Shield (AHS) to request the replacement of the unit. They said they would send out a technician to look at the water heater for a fee of $35. I paid the $35, and a local contract technician was sent out. He agreed that the water heater needed to be replaced, but when he called the information into AHS, they had one question for him does it still work? The technician said yes, but that it was a hazard. AHS refused to replaced the water heater because it was still worked. I then asked to speak to AHS. I got a supervisor who would only give her first name. She stated that when the heater failed by bursting or catching fire, AHS would replace it. I then called back to the main office an hour later and spoke to a just as unhelpful customer service rep who said that the only thing noted in his system was that the technician said the water heater still worked. None of the other technician's comments were noted in the AHS system. I asked for both a refund of the $35 service fee and the contract amount, but they refused. Thus far, there has been no damage. But if I don't replace the water heater myself, it could result in a fire according to the gas company and the local technician. Cathy Lakewood, California
U.S.A.

Company: American Home Shield
Country: USA
State: Iowa
City: Carroll
Phone: 8008274636
Site: americanhomeshield.com

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