ASH American Home Shield frustrating, noncompliant Memphis, Tennessee

Around 4PM Friday, Sept 2, 2011, I walked into my garage to find the floor covered in water.  Having recently moved I had boxes, etc on the floor which had not yet been unpacked.  I mopped and the water continued to flow.  The only place it could be coming from was the Conditioner which controls the house heating and cooling and it is a closed unit on a pedestal.

I called AHS and they said it was covered; however it would be Wednesday before they could get a service person to my home.  I said this was unexceptable and was informed that unless it was an emergency, no one could come at this time.  I asked what an emergency was and was informed that if a baby or elderly sick person was in the residence, it was NOT an emergency.

I had no recourse but to contact TRANE (which was on the unit) and they sent a serviceman within 10 minutes.  Instead of paying $60 for a service call, I had to pay $169.27 to have the line cleaned.  This solved the problem.  When I called AHS and asked to be reimbursed for this necessary service call, they told me to write to this website.

I am 64 years old and have three adopted children.  Two are 6 yrs old and one is 8 yrs old.  There was no way I could have this unit leaking with the prospect of mold and mildew plus ruining our belongings.  I could not wait until Wednesday.

Also, when the swimming pool was drained to be refinished, the company noticed the pool light had water in it and the seal was leaking.  When attempting to replace it, he got shocked.  After tracing the electrical lines he discovered it was 110 instead of 12 volt and had no GFI to kick off.  He's lucky to be alive.  The entire back of the house (all electrical - not just pool) has to be rewired because it's faulty.  When I asked AHS about this, they said I was not covered because it all falls under "pool" which I do not have. This is not about the pool alone.  The inspection report upon pre-purchase of the home did not report any of this.  Perhaps it was not evident.  I know the pool light wasn't.

Originally I was pleased w/AHS.  I bought the house and moved in July 1, 2011, and immediately the garbage disposal quit working and the ice-maker on the refrigerator never did work.  (The inspection did not reveal the ice-maker problem because the refrigerator had been turned off and there was no way to test it.)  $60 to a plumber to reset the disposal and $60 to a different plumber to fix the ice-maker.  Frustrating, but both appliances are working at this time. 

I just think they need to come to your home when you call - not make you wait 5 days when you have a leak, better explanation of your household wiring system, and reimburse me my $169.27.