Home warranty insurance is designed to protect homeowners from unexpected expenses when appliances quit working, but the companies might not be as willing to take care of calls as some customers might expect | ahs.com
Home warranty insurance is designed to protect homeowners from unexpected expenses when appliances quit working, but the companies might not be as willing to take care of calls as some customers might expect | ahs.com
When someone buys a home warranty, it is supposed to provide some financial peace of mind when problems crop up with appliances and such, but at least one homeowner says American Home Shield isn’t holding up its end of the deal.
After John and Susan Hausmann experienced mechanical problems with a refrigerator and washing machine, John Hausmann said he called American Home Shield and got no help.
“They kept saying, 'We will elevate this to the next level,’ and the next level never came through,” he said in a WTVD report that aired recently.
The Hausmanns called a TV news advocate who works with consumer complaints.
Susan Hausmann recounted her problems with the washing machine that was shaking way too much when it went through its cycle.
"When I come in, sometimes I have to hold it as I don't want it coming off the pedestal,” she said in the report. “If I have one towel in there that's all I can put in because it will just vibrate."
Aside from their washing machine, they also had trouble with their refrigerator, with some items became frozen, depending on where they were placed. Plus, the ice machine in the freezer kept jamming.
American Home Shield sent a technician and the repairman ordered parts, but John Hausmann aid that's when the issues got worse.
"He was sent the parts, but he never acknowledged receipt of the parts or came out here and installed them,” he said. Their calls to American Home Shield yielded no positive results.
After months of haggling with American Home Shield, the appliance protection company responded after the news station’s customer outreach reporter pursued the matter.
”We take great pride in providing quality service and valuable protection to our customers,” American Home Shield told the news station. “If we fail to meet these expectations, we work to do the right thing and ensure the situation is properly resolved.”
After looking into the situation, American Home Shield has replaced the appliances in question, resolving the Hausmanns’ concerns.
The situation serves as a reminder, the consumer reporter said, to read the fine print of your contract carefully. Not all problems are covered, and the customer needs to know when to pursue valid disputes.
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