YOU ASK. WE INVESTIGATE: Is Home Warranty Company Responsible to Replace AC Unit?
Photo: Video by kmir6.com
CREATED Sep. 17, 2013
PALM SPRINGS - An air conditioning unit at a Palm Springs apartment stopped working about two months ago, and the family living inside has had to bear the heat.
"When it was 120 degrees and the whole system didn't work at all, we had to relocate the tenants, which was a $600 expense for a week," expresses Germaine Coppess, a friend of the apartment's owner.
She helps the owner manage the apartment because he lives out of state. Coppess explains that the owner's home warranty company, American Home Shield (AHS), is to blame in this situation.
"While they replaced the condenser just to get the unit functioning again, it's ultimately 40 years old and every technician has said it needs to be replaced and AHS refuses to do so," says Coppess.
AHS sent out the first technician on August 4, where freon was added to the AC unit. According to Coppess, five other technicians have come out to inspect the AC since the first inspection, but they haven't replaced the whole AC unit.
On AHS's website, it states: "You do not pay for the actual repair or replacement cost for covered items.Your contract will cover repairs or replacements of covered items, regardless of age, make, or model."
This includes air conditioning systems.
Coppess wonders why the warranty company hasn't sent out someone to replace the whole unit and fix the problem once and for all.
"The owners really need to get restitution. I mean it's shocking. Their electric bills have been over $500 a month. Overall, they have spent over $2500 out of pocket. For that, they could have had a new unit replaced," shares Coppess.
In an email reply to KMIR6, an AHS representative apologizes for the delays and states: "It is clearly not indicative of the level of service that we endeavor to provide, nor that our customers should expect from our company. We are committed to resolving this issue immediately, and will be replacing the unit in question right away."
Home warranty is different from home insurance. Click here, for a clear definition between the two.