DO NOT PURCHASE AHS. Our heater broke on 7/03/2011 (Please note that I have a baby and a 60 year old mother with high blood pressure in the house).
We notified AHS and they sent a Tech on 7/4/2011. The tech told us that there was a crack in system and a problem with the compressor. He told us that his manager had to come and talk to us the following day about changing the unit. we told him that was not acceptable as we didnt' have the desire nor the money to change the unit and that we needed the AC fixed asap as possible.
We were very suspicious because when we had AC problems the year before, the same guy came and tried to get us to speak with his manager about changing the entire unit and told us that they could save us a lot of money. The Tech seemed very upset, went back downstairs (where the unit is located) for a very long time, came back up and told us that his company would contact AHS to send in another company. After he left, we called AHS and asked them to send us another technicien from another company. They put us on hold for at least half an hour then came back to tell us that they couldn't locate another company and that they would give us a call back within 2 hours.
After two hours and no call back, we called them back. They said they still had not found any one and they would call back. A few hours later, still no call, we called them back. They didn't end up getting another tech to our house till 11 the next day.
The new technicien told us it was the compressor and that he would need to order parts.He didn't mention anything about a crack in the system. A few hours later, the Tech called us back to say that they couldn't order the parts because AHS had denied the charge. We never got a call from AHS. We ended up calling them that night, and they told us that this new company had indicated that there were some essential valves missing, which was highly unusual.
(we suspect the angry tech from the company that came on Monday removed the valves) AHS then decided to deny the claim until the first company calls in their diagnostic, which they would then compare to the second company's. It is now Thursday, and AHS claims they still have not been able to get a hold of the company for the diagnostic and they refuse to move forward with the repairs until they do. Every day we call and every day we get the same anwer "We left a voicemail message, we are waiting for them to get back to us." If you leave a voicemail for three consecutive days and no one calls you back shouldn't you find another solution. Especially if your customer is stuck in 95 degree high humid weather with a young child and an old woman with high blood pressure?
We offered to send them the diagnostic that the tech had left us, given that it was signed and on their letterhead. They refused, saying that it was against their policy. AHS' behavior is inhumane to say the least. This is the worst company that I have ever had to deal with.
Suffice it to say that I will not be renewing our membership. Keep us in your prayers.
Product or Service Mentioned: American Home Shield Claim.