We obtained our 1 year home warranty thru AHS (American Home Shield) when we purchased our home on April 29th, 2011. I contacted AHS on July 13, 2001, regarding a range repair (this is a gas Thermador with a convection oven that the circuit board had stopped functioning, therefore, we couldn't operate our oven) for the oven as well as our burners not staying lit while in use and the kitchen quickly filling with raw, natural gas. They did send a repairman out (yes, I paid him the required $60.00 service fee) and he informed me that he would get the parts ordered ASAP so we would have a working range again.
Here's where things get interesting - I never heard a word from AHS, even after repeated e-mails and telephone calls. I finally sent a strongly worded e-mail on August 4, 2001 and actually received a phone call from AHS on Sunday afternoon of August 7th, wherein I was informed that the circuit board had been ordered and would arrive in two weeks. As you can guess, I didn't hear another thing about my range repairs.
During the heatwave last month, our downstairs air conditioner blower motor died and, once again, AHS was called. They tried to send one repairman who was horribly rude to my husband on the phone and it was determined that he didn't have the expertise to work on three-phase wired units (so glad he didn't show up!) but it took me several days of staying on the phone with AHS to get another repair company scheduled. When the company that I found (and AHS approved) showed up and determined the blower motor needed to be repaired, AHS refused to replace the motor with another Carrier motor due to "cost" so we had no choice (due to the heat) but to go with a generic motor replacement. At the time I was haggling with them about the air conditioner issue, I was inquiring about the range repair and got nowhere.
I was so frustrated and needed to do something so I sat down and filed a formal Complaint to, not only the Better Business Bureau but also the Oklahoma Insurance Commission. As soon as those Complaints were filed, I received several phone calls from AHS, one suggesting that I "find a make/model no. for a new range and they could obtain it for me, at my cost, with their discounted pricing." I'm sorry but there is a "replace or repair" clause in those Contracts and, if they can't repair an appliance, they need to replace it or get out of the home warranty insurance business.
After much persistence on my part with both the BBB and the Okla. Ins. Comm., I received an offer today from AHS where they are "allowing" me a certain amount toward the replacement of a new range (no, it won't buy a range like the Thermador) but only after I purchase it and provide them with an invoice. I just responded to the BBB (they will forward on to AHS) telling them that this is unacceptable because, after all the lies they've told me, I don't trust them to reimburse me. If they have such access to new appliances at cost, we can find a mutually suitable range within the price range they offered and they can obtain and arrange the installation, that's part of their business.
I truly think they were hoping that I would just go away and "handle" the range issue on my own. If I have to get an attorney involved in this matter, AHS will lose far more than the cost of a new range. I'm just hoping that if enough disgruntled customers contact the BBB and their respective state insurance commissions, something will be done about their shoddy business practices.