American Home Shield
Claim denied as improper installation after repeated air handler repairs

In June we had 2 complete 4 ton Trane electric A/C and Heat systems installed in our home by a licensed A/C contractor that has been in business for over 25 years.

After over 9 months of operations a rattling noise started in the blower section of the air handler.

In March I called AHS for service and they set up an appointment with their A/C and Heater sub contractor.
The serviceman worked on my system including the complete disassemblement of the air handler unit.

He claimed that my problem was caused by a metal packing bracket that did not belong on the system, he removed this bracket and reassembled the complete unit.

December the unit could not be activated for heat, we again called AHS regarding this repair.

The serviceman came to troubleshoot the system I explained to him that we were not getting the system to energized and that the same rattling was back that his company had repaired this past March, He found that the heating coils were shorted out for no apparent reason.

He removed the complete heating section from the air handler and took it the The Trane Air conditioner distributors and they gave him a new complete heater section because it was under warranty.
The serviceman reinstalled the system and when he energized the system it shorted out.

After re-troubleshooting the heating system again he found a long 24 inch long by 6 inch wide piece of metal in the heater space that blew up onto the coils and shorted the coils again. At this time he stated that the Trane Company was not going to warranty the same heater section that was just returned.

He at this time said that the piece of metal that blew up into the coils was a BAFFLE for maximum efficiency.
He also informed me that his company would have to pay for the new parts about $ 300.00.

He called his supervisor and then AHS and I was informed by AHS that they were denying the claim because the system was improperly installed, that the Baffle was not installed as required by the manufacturer.

I stated that the first tech or the new tech from their company most likely should have found this baffle when they disassembled the complete unit. The reason for denial of the claim was improper installation, not having this baffle changed out from the one that was installed from the factory. (by the way, That metal packing strip that was removed by the first Tech was in-fact part of the system and should not have been removed)

The baffle in question has nothing to do with the basic operations of the system, it is furnished with the unit to provide better efficiency for air flow over the coils and was not a requirement from the manufacturer to be installed, or for operation of the unit, but it is an elected choice if the owner wants to have it installed.

This is nothing but an excuse for them for not paying the claim.

Company: American Home Shield
Country: USA
State: Iowa
City: Carroll
Address: P.O. Box 849
Phone: 8882474777

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