Problem:
Broken Promises |
Date
of Problem:
2008-03-28 10:50:13.0 |
Company
Name:
American Home Shield |
Has
this problem been resolved yet?
No |
Submitted
by:
Kim Lester |
On Saturday, Feb. 16, 2008, I had no water. Checked the breaker, attempted to reset the switch to the well pump, made sure the unit was getting electricity, to no avail. My home warranty contract was unfortunately in a location not available to me at the time. So, I called the person who had installed the current system (in 1998 I found). That was following the advice that I remembered in their booklet: "call a professional." He came out that afternoon and managed to get the system restarted, but said the switch had gone out somewhere in it's process and I would need a new system. Monday was a government holiday, but he was working so I arranged with him to replace it on Monday figuring I would submit the claim to my warranty company when I could get to the paperwork and would absorb whatever loss I needed to absorb. I was at least able to shower and was dishes and refill my refridgerator water pitcher now. NO WATER MAKES A RESIDENCE UNINHABITABLE.
Conincidentally, this contractor happened to be one who had quoted us for some future work we were planning for the summer so I was comfortable with him coming out because we live on 12 acres, I was the only one home and my nearest neighbors were also out of town.
Water was not working again Sunday morning. I took my 130lb. dog 20 miles away to stay with a previous neighbor from before I bought the home, took a shower there and filled to water jugs so I could at least flush toilets. No water for anything else. Situation fixed Monday. Paid contractor.
That following week I remembered paying for the home warranty contract with a seperate check and found my register and looked up the name of the company - American Home Shield.
Called information for their number and then spoke to a representative who gave me the address to submit the claim - that lady was polite. My correspondence told them I would just like to be reimbursed the amount they would have paid a contractor they sent out as I knew they had price agreements with their service providers but circumstances prevented me from following any protocal they had.
Sent information and receipts by certified mail. Got a letter a week back saying that my claim was denied. No telephone number to call, just a fax to for additional comments or complaints. The home was uninhabitable - I acted in the most prudent manner possible, did not have weekend service to keep the cost down. Fortunately, neither my husband nor his daughter were home that weekend. I have tried to call my rep, my real estate agent called the rep - she won't return calls for either of us. Everyone else I have spoken to has been rude and told me I won't ever get anything. One person actually hung up on me. I have also now included bills for the trash compactor that had to be replaced and the hot water heater replacement.
If I had been able to obtain my contract at the time of my well pump demise, I am certain it would still not be fixed over a month later. As homebuyers, we took the contracts out with American Home Shield in good faith - we paid our premium and expected them to honor their contract. American Home Shield is the equivalent of throwing money out a 3rd story window and then jumping out the window to catch it - you've thrown the money away and ended up with additional injuries (costs, frustration, insults and emotional distress) becuase you tried to get back some of the money you threw away.
APRIL 25, 2008 - RECEIVED A CHECK TODAY FOR AT LEAST PART OF THE CHARGES FOR THE WELL PUMP. THIS WAS AFTER REPEATED FAXES TO THE ACCOUNT REPRESENTATIVE FOR MY AREA AND AHS COMPLIANCE DEPT. ALSO FAXED THEM COPY OF SHEET I SENT TO EVERY REAL ESTATE AGENT I HAD EVER DEALT WITH GIVING THE THE WEB SITES FOR ALL THE AHS COMPLAINTS I HAVE NOW FOUND. AHS SENT ME A RENEWAL FORM WHICH I WROTE "NO" IN BIG BLACK LETTERS AND SENT BACK TO THEM. STILL AM NOT GETTING ANY REIMBURSEMENT FOR THE TRASH COMPACTOR OR THE HOT WATER HEATER I HAD TO REPLACE. SOMETHING IS BETTER THAN NOTHING.
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