TIPTON, INDIANA -- In October of 2007 I purchased a new home, new to me anyway and thought the warranty, which was to cover all appliances as well as furnace, a/c unit, electrical,roof,etc. from American Home Shield. Thinking that if anything went wrong with the existing appliances,heating and cooling units, electrical or roof that this would save me money. After being in the house for eight months the refrigerator stopped cooling, so I called American Home Shield on a Saturday expecting to get a repairman out at least by the following day to service the appliance.
The customer service person said they would call and get a emergency work order out to a refrigeration company and would call me back. Sunday came and went, no call. I ended up calling the company three times on Monday only to find out that no order had been placed. Finally, I called and got someone who did place the order and a service man was sent out, he said that the door gasket on the freezer needed replaced but he had to get a okay for the purchase of the gasket, but it would be cheaper and easier for me to go ahead and get the gasket and put it in myself. The serviceman complained that he had to drive 30 miles from his company to get to our home, and that they never came to Tipton, Indiana to do any work, because they had to get a authorization just to drive from their office to Tipton through American Home Shield. He found about a 1/8" tear in the freezer door gasket, and a piece of ice that had stopped the fan from working, so he did melt the piece of ice so the refrigerator started working, thankfully since my son had about $600.00 of insulin that has to be kept cold!
It has been two weeks now and no one has called to come out and replace the gasket, and unfortunately now my oven won't heat, so I call American Home Shield to place another work order and to see when the gut was going to come out and replace the gasket on the freezer, the company had no idea what the status on the gasket was but would call Wednesday morning and let me know. Now the oven problem would be taken care of but there would be a $95.00 service charge and the parts may be an additional fee. My thought is I paid the full year for the warranty, and had plans to renew the contract so that should a problem reoccur I would just call the warranty company and someone would be sent to repair the problem. That is what I thought the warranty insurance was for. What did I pay for if I now have to pay a service fee to have someone come out and look at my problem and then charge me to fix it? We are a older couple, and didn't want to have to deal with opening the yellow pages to find a company that might come and fix our problem, or just take our money and never fix the problem and thought a warranty contract would be the answer, but truthfully I feel that we have just paid a company to scam us out of hard earned money.
Does anyone know of a warranty company that holds to their word and will do what it is supposed to do? Or am I just an old confused person that misunderstood the meaning of a Home Warranty Contract? Any help would be great.