• Report: #521080
Complaint Review:

AHS (American Home Shield)

  • Submitted: Sat, November 07, 2009
  • Updated: Sat, November 07, 2009

  • Reported By: steaming hot — Florida United States of America
AHS (American Home Shield)
Carroll, Iowa United States of America

AHS (American Home Shield) U.S.H.A.C. tried to put in smaller A/C than was there. Also cut heat from 10KW to 5KW Carroll, Iowa

*Author of original report: 100% true and as stated!

*UPDATE Employee: Patently False Statement

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Sat. 9/26/09 2:50 PM Service requested

Dispatch Information                    Service Fee


Dispatch Number : 1XXXXXXX                $   60.00

  Service Contractor Assigned


           Email : INFO@USAIRANDHEAT.COM

           Phone : (800) 321-4830

Service Item(s)

            Air Conditioning (Central-Electric)


Friday 9/28/09 USHAC technician arrived at 4:00. Checked out A/C determined that compressor was bad. Said that most likely they would replace outside (condenser) unit since unit is about 30 years old. He said they could probably do the install this Thursday. GREAT thats not too bad. Only 1 weekend and half the week with no A/C. YEAH RIGHT!


Friday 10/2/09 (1 week since technician was here) Called USHAC spoke to Nicole to check status. She said there were some non covered items Condenser pad $150, Tie down straps $150 and disposal fee $75 total for "non covered items $375.00 I found the pad and tie down straps locally from a supplier (yes the exact same pad that they brought to use because I didn't tell them I already bought one) for $37.02 out the door with tax! I told her about Florida law stating mismatched systems 13 SEER outside with older 10 SEER inside unit and being noncompliant. She was going to call AHS and get back with me.


Monday 10/5/09 (90 yesterday and today) 11:45 Called USHAC Spoke to Nicole. Said that she was getting with her manager.


Monday 10/5/09 Called AHS Spoke to Naomi She had spoken to Ashley at USHAC who was talking to "home inspector"?  I asked about cash out option at this time.


Tuesday 10/6/09 9:30 Lacricia called me from AHS cash out amount $766.87 for condenser. I told them that Florida law states that units can't be mismatched and must meet 13 SEER efficiency standards.


Wednesday 10/7/09 (91 today) 6:25PM Called AHS Spoke to Lindsey. She transferred to Mike in Contractor assistance or Auth department or whatever they call it there. He stated that there was a request from USHAC for an inside unit replacement.


Thursday 10/8/09 (91 again today) 11:40 Called Nicole at USHAC. Waiting to hear back from AHS. She said that she spoke to them this morning.


Thursday 10/8/09 12:50 Called AHS spoke to Lakita. More B.S. AHS Contractor Assistance is getting with USHAC. They were authorized to replace condenser. Now USHAC wants to just replace compressor??!? AHS said they would not put a compressor in a 30 year old unit.


Thursday 10/8/09 3:10 Called USHAC Nicole out of office checking on an order should be back in 30 min.


Thursday 10/8/09 3:45 Called USHAC Spoke to Nicole said manager is getting order together. They will call back later today to schedule. Still couldn't say what was going to be done. Sounds like a line of crap since "order was being put together AND she couldn't tell me what was going to be done!!?


Thursday 10/8/09 4:00 Called AHS spoke to Daniel. I again told them about the Florida law and code N1100.0.2 which states that Matched systems are required and may be verified by AHRI data, accredited lab, manufacturers letter, or letter from P.E. State of Florida


Friday 10/9/09 (2 weeks since technician was here and another week of temps in the 90's with humidity to match) 11:35 Call from AHS (Mike?) said that both indoor and outdoor units were OK'd for replacement but there were $760.00 in non covered charges. In addition to the pad, straps and disposal for the condenser as listed 10/2/09 there were plenum modifications to "make the new inside unit work with my existing ducts", "duct work", (sounds like a double dip there to me and B.S.! AHS does cover these when needed to maintain compliant as per section E of their covered items!) , and permit cost. OK 1 thing that is not covered and I don't have a problem with. Funny how a permit was never mentioned before. Think one would have ever been pulled?


Monday 10/12/09 11:00 Called USHAC Nicole not available, she was on phone and had 2 more on hold waiting. Left message to have Nicole call me.


Monday 10/12/09 3:45 called USHAC again Nicole not available. Person (not sure her name) said parts were ordered 10/7 but didn't know if parts were there or not or when they would be. Left message again to have Nicole call me.


Monday10/12/09 5:20 Nicole called and left me message saying that half the parts were there and she was waiting for the other half.


Wednesday 10/14/09 4:00ish Nicole called and said all the parts were there and they could do install tomorrow! GREAT! But I work for a living and had appointments that could not be moved. I moved an appointment on Friday and we set up the install to be done on Friday at 10:00.


Friday 10/16/09 INSTALL DAY!!! Looking forward to having a cool house for a change! Early meeting done, drop off items to customer done, appointment done. Lets get some A/C now! As I am rushing to get home, 9:50 phone rings, I know this number it's USHAC I bet they will tell me that they will be at my house in a few minutes! Woo h*o! WRONG!! Nicole from USHAC "We won't be able to do your install today. One of our installers called in sick and it is raining outside." You are kidding right? It's not raining here! I cleared my day today for this! "We can put you down for Monday" NO! I can't! I moved appointments from today to Monday! This is a joke right? It's not raining here! Looks a little cloudy but not bad out. This is B.S.!  "I'll see what I can do. Let me call you back."


Friday 10/16/09 10:20 Nicole called. "We can be at your house in about an hour"

                        About 11:30 the installers arrive and get to work. Everything going fine. Almost done and one guy gives me paperwork to fill out and collect the money for non covered items of $760 which were to be itemized and were not. Also I see it says "change out 2 ton split system" WOAH! I had a 2.5 ton system!!! I double checked numbers and sure enough I had a 2.5 ton and the new condenser was a 2 ton! SON OF A B***!!!! Call USHAC got Nicole and ask about the charges then said we have a bigger problem. The unit you put in is a 2 ton, what you took out was a 2.5 ton. She responds "According to the numbers on your old unit it was a 2 ton" STOP! NO IT WASN'T! I KNOW THE NUMBERS and it was a 2.5 ton! She transfers me to Norm (the manager?). We get the 2 ton 2.5 ton mix up handled. "AHS sent the wrong one but I'll authorize the installers to get you up and running with this unit so you can have cool air and expedite the correct condenser order" OK now what are all the "non covered" charges? Well we have a new hanger kit. A what? The kit that mounts the inside unit. Um no they used the one that was there! (I am looking at in the attic) Now he is on the phone with the installer that's outside and I hear him say nope we were able to use the old one. Ok thats $150 off next, Pad and hurricane tie downs. NOPE nice try I supplied them! That's another $300 off what else? Disposal, I am going to dispose the old components myself. I will take to recycler. Back and forth about how he cant leave it because it has refrigerant in it blab blab B.S. It doesnt have refrigerant in it the system is open! By the time that was all done I only owed them for the permit charge of $130.00. That is the only thing that was not covered by AHS.


Tuesday 10/20/09 USHAC came out and changed out 2 ton condenser with proper 2.5 ton condenser. I asked the technician to check the heat as it seemed to not be heating that well, not like the old unit. He did a quick check and determined that the heat was coming on and it was working. I knew it was coming on but it wasnt blowing that warm. Well OK. At least I have A/C but it doesnt seem right.


Sunday 11/1/09 While disassembling the old components to take to the recycler I discovered why the heat wasnt working that well. I knew that the new heat strip was a 5KW strip. I wasnt sure what was in it before. I thought it was a 5 KW but nope! It was a 10KW! That explains why it wasnt blowing that warm!


Wednesday 11/4/09 So here we go again call AHS on Wednesday and they dispatch to USHAC. USHAC called to confirm the request and they said they could come and install the 10 KW strip tomorrow if they had in stock. They would call back. Its now 5:05 on Wednesday and no call back. I wonder how long this is going to take to get this replaced now!


Saturday 11/7/09 9:30PM Well no follow up or any other calls from USHAC. I did get an automated call from AHS inquiring about my recent service request. Typical AHS automated BS where you have to listen to the entire line of crap before putting in a number. I didnt have time for that crap and hung up after trying to speak to a rep but just was sent to the beginning of the recorded message! Also nobody has been by from USHAC as the installer said they would to do their final inspection before the county came and did their inspection to close the permit.

This report was posted on Ripoff Report on 11/07/2009 07:55 PM and is a permanent record located here: http://www.ripoffreport.com/reports/ahs-american-home-shield/carroll-iowa-51401/ahs-american-home-shield-ushac-tried-to-put-in-smaller-ac-than-was-there-also-cut-521080. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 Author of original report

100% true and as stated!

AUTHOR: - ()

This is got to be one of the most dishonest companys I have ever had to deal with! I would NOT even reccommend them to someone I disliked!

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#2 UPDATE Employee

Patently False Statement


While we do not know all the variables surrounding this complaint, it is patently false that we have an unlicensed technician on our staff.  We are fully insured, licensed and bonded. We hold the license that all of our employees are beneath, and have such for over 25 years now. Although this complaint was in the past, we felt it necessary to set the record straight on this end.  We welcome the consumer to contact us directly.

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