On Memorial Day, MaY 28th, 2012, I placed an emergency call to American Home Shield for a central air conditioning unit that was leaking from the attic into my bedroom ceiling. They sent a technician out who stated that the coil was rusted out and had to be replaced. He ordered the part from the manufacturer and stated it would be about 7 days until the part came in.
It is now July 10th, 44 days later, and I have been calling AHS and spent hours and hours on hold, only to be told that there is no "ETD" (estimated time of delivery) from this manufacturer. I find it hard to believe that they are the "only" distributor that can supply that part. Since the unit is over 13 years old, it is not manufactured any longer and the part has to be custom made. With no ETD, what do you think my chances are of getting this part? I live in NJ and we have been hit with record-breaking heat waves and severe storms -- which means I have to close the windows and rely solely on my ceiling fans.
If they cannot repair this unit, they should replace it. My case has been sent to a researcher in Customer Relations and no one has contacted me yet and it's been over a week. No one from AHS has ever followed up to call me.
AHS offered me a "buyout" which means that they will pay me whatever they were going to pay the technician to repair the unit. If I were to accept that offer, I would have to find my own repair company, but if the manufacturer cannot supply the part, then I would have to replace the unit -- at my expense. What's wrong with this picture??????
This is an unsafe situation, due to the heat. I am 67 years old, I have asthma, I have a heart condition, I have sleep apnea. I do animal rescue and my dogs are also suffering from the heat. AHS has authorized $100 to purchase a fan. I have bought 2 tower fans for my dogs.
I am going into the hospital for major surgery on August 7th and will be coming home here to recuperate -- without any air conditioning on my upper floor. In addition, my home has a Contract of Sale on it and will not pass an inspection without the unit working, so I may lose that contract because of AHS inaction.
My next step is to have my lawyer intervene. Isn't there anyone else that can help???