My heater started making weird noises. So I called AHS, explained what was the problem. AHS assigned SUNN Corp. to fix it. When "Joe" from SUNN showed up, he collected the fee and … refused to even look at the problem. He told me, that the heater was still worming up the house, and unless it stops working, he was not going to look at that. It did not make very much sense, because when I made the appointment, I described the problem. Still I only wasted a half a day and $55.

Later the heater actually stopped working. It was cold outside, so an AHS representative made it, what they call an "emergency" and assigned Maryland Heating to fix the heater. The AHS representative also asked for make and model of the unit. It makes sense, because they would select a contractor who specialized in those modes and had the parts available. So everything will be in a timely matter, right? Wrong!

It took three weeks to fix my heater. The contractor finally arrived 3 days later (emergency!). The contractor explained that the motor had to be replaced. However, they do not have it in stock; and the part had to be ordered. It took two and a half weeks to get the part. I had a Carrier unit, which is a major brand. The motor is one of the popular parts to be replaced. I kept calling AHS, but I only talk to unprofessional representatives, who did not want to do anything. Local Carrier dealers had the part. The heater could have been fixed within hours. I kept calling AHS and asking them to assign another contractor. They refused to do it, because for some reason the work must be completed by the same contractor. In that case, I asked AHS to obtain the part from a dealer. The request was also denied. The part must be obtained by the same contractor, and AHS did not care, that people were freezing for 3 weeks!

Just think about it. Would something like that happen, if you hired a contractor yourself?

This was far from over. The heater started working again, but the noises did not disappear. Late spring I decided to give AHS a call, and discussed the issue with them. I had a gas heater, so I was afraid that this could be hazarded. AHS agreed to assign a contractor to look at the problem again. AHS again assigned the SUNN.

When Ralph from SUNN arrived, he actually looked at the unit. He found out that the noise was caused by a crack in the chamber. This is very hazardous, and could cause a carbon monoxide poisoning! The unit had to be replaced, and it should have been replaced, when the very first time I called AHS. Ralph explained that the whole system had to be turned off. This was late spring, and the weather was constantly changing. Sometimes we needed heater, sometimes AC, sometimes just a Fan. Now we did not have anything. Lack of AC and Fan was the worst. When you do not have a heater, you can worm yourself up, but when it is too hot or stuffy, there is nothing you can do. We had to buy a portable AC/Fan/Heater, so we could at least sleep. Later we found out that the system did not have to be turned off. Only gas supply should have been disconnected for the heater, but AC and Fan should have remained working. We complained to AHS, they did not care.

Meanwhile AHS explained that our cost for the new heater will not be their advertised $55, but more than $1000. $940 will be code upgrades, which I did not order. According to AHS and SUNN, the old furnace was installed in 1988, and the code has changed since that time. AHS refused to provide a new unit without those upgrades. So I had to pay. AHS did not give me any alternative but to use SUNN and pay over a 1000 dollars.

When the SUNN installed the new unit, they stated that everything had been tested, and that my AC and Fan both were working exactly as before. According to SUNN the newly installed heater will be better than the old one.

When they left, I found out that AC and Fan were not working at all. Those people were simply lying that they tested everything. I immediately called SUNN and AHS. SUNN had only the answering machine. SUNN advertised a 24 hours service, but they did not return my call until the next day. AHS did not do anything; except for I had an opportunity to talk again to a very impolite representative, who refused to help us again. It was a hot day, and there was no wind at night, so open windows did not help. So we had an awful sleepless night. Only the next day SUNN finally called me back. They found out, that they incorrectly wired the new unit, which caused our AC and Fan to stop working.

There was another problem. Above I wrote about forcing me to pay for the very expensive code upgrades. The contractor was supposed to replace some very old parts, which were not compatible with the new standards. However, it appeared that the contractor replaced practically new parts. The parts had been recently installed, and it could not make sense to replace them again. I also brought is up, but the representative refused to talk about it.

I had the opportunity to confirm that I correctly identified the replaced parts, when the contractors came to fix AC. I asked them, why they replaced new parts, when they were supposed to replace only some old parts. The same person, who the day before stated that AC a Fan were working as before, stated that the parts looked old and rusty. This was ridiculous.

Since that time I kept unsuccessfully bringing up this issue to AHS. I spoke to more than a half a dozen people. Most of them were very unprofessional. Finally I spoke to a supervisor Denise at 866 343 5674 #7574. She was the only person, who actually listened to me. Denise agreed; that something was definitely wrong with those charges for code upgrades, and with the circumstances with SUNN. She promised to investigate the situation and get back to me. Well, she did nothing as well as everyone else at AHS. I kept calling and writing AHS, and finally I was told to contact SUNN directly and rectify the issue with them.

This is not everything. As soon as the new unit was installed, we experienced a reduction in ventilation. The airflow became weaker, and it became very stuffy. There was no longer enough air coming out of all the vents. I called AHS, and they again assigned SUNN to correct the issue. When the technician came, he explained that there were some differences between my old and new furnaces. Those differences caused the reduction in the airflow. The technician recommended closing the airflow in the parts of the house in order to improve the airflow in other parts of the house. When I asked to do something to make AC and Fan to work as it was before SUNN replaced my furnace, the technician explained that it was not possible.

After that I spoke to Beverly from AHS. She was the probably the most impolite person I ever spoke to over the phone. She kept interrupting me and would not let me even finish a sentence or ask a question. Beverly explained that AHS was not going to correct the problem with the airflow. She did not dispute that there is a problem, but according to Beverly, AHS was not going to do anything about it. She also explained that the replacement unit was the one recommended by the manufacturer of my original unit. According to Beverly that was why the unit was selected as a replacement. If the new unit does not work as the old one, AHS would not correct it.

I asked that that AHS provided me with some sort of written response, but Beverly refused to do it. I asked to talk to someone else, but Beverly also refused to connect me to anyone.

At this point I had to take care of the problem myself. I did my own research and found out that Beverly simply lied. According to Beverly AHS replaced the original Carrier unit with another manufacturer's unit, because Carrier recommended this. It was not true. I contacted Carrier, and found out that the Payne unit that AHS installed; was not a recommended replacement. I had a nice unit, but AHS replaced it with a cheaper and lower quality one.

So, I wrote a letter to AHS and later received a call from Denise, who was Beverly's supervisor. I explained the problem with the airflow. Also I explained that apparently someone at AHS was mistaken, that the new unit was recommended as a replacement for the old one. Denise appeared surprised that the unit was not replaced with the same brand. She agreed that all the replacements should have been transparent, and that the system was supposed to work as before. Also as I mentioned Denise promised to investigate and rectify the issue with forcing me to pay for pricy code upgrades. She agreed that it did not make any sense to replace practically new parts.

So AHS assigned David's Design to rectify the problem with the airflow. However when the technician came, he had the problem described as not working AC. I explained that the problem was with reduced airflow, because we used to have more air coming from the vents. The technician agreed that the airflow was weak, especially in the bedrooms. He promised that someone for David's Design would be in touch within 24 hours with their recommendations.

However as I found out David's Design sent to AHS a report, where the weak airflow was not even mentioned. It just stated that AC and furnace are working properly. I spoke to Anthony from David's Design, he explained that there was some sort of mix up, and they actually did not investigate the issue with the airflow. Anthony suggested that the technician should return and take a look at the airflow. However meanwhile another AHS representative called and stated that AHS is not going to do anything, because the equipment is working properly according to David's Design. The person at 866 343 5674 #1575 was very unprofessional. She accused me of lying and just not being happy with the brand AHS provided. When I brought up the issues of code upgrades and reminded that Denise had promised to investigate the issue; she again accused me of lying and stated that I never discussed the issue. She refused to talk about the charges. Again I requested a written response, but she refused.

I wrote an email to David's Design and copied to AHS. This time I got a nasty response, stating that this contractor does not want to have anything to do with this issue. Anthony from David's Design, who had told me that there were mistakes made on their report, wrote (syntax errors are his) "To who it may consern this is beteewn you and ahs we are not interested in getting in the middle of someone else mess. We didnt put your system in and our report to home shield is in there system. So please dont contact us again. This is beteewn you and them." This message was also copied to AHS.

I received another call from AHS. AHS was not going to do anything based on David's Design findings. The representative also stated that I was just unhappy with the brand AHS provided. I asked how AHS could possibly rely on David's Design, if the contractor does not want to do anything with the issue. The representative refused to answer and just read me David's Design report. The report did not say anything about the reduced airflow. Again the representative refused to talk about forcing me to pay for the code upgrades. However this representative promised to send me a letter, but they never did.

I wrote AHS again and reminded them that they promised to put in writing that AHS was not going to correct the airflow problem. Also I wrote again about the charges for code upgrades. Another representative called me and stated that the letter would be sent, and the issue with code upgrades should be rectified between me a SUNN. The representative also promised to put it in writing, but they did not send me anything.