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Home warranty company facing allegations of failing to cover repair costs for broken appliances


American Home Shield (AHS), a major home warranty provider, has come under scrutiny from customers who claim that the company is not fulfilling its promises to repair or replace broken appliances. Despite being one of the nation’s leading providers with over 2.2 million subscribers, customers like Julian Sanchez have reported issues with AHS’s customer service.

Sanchez, a Las Vegas resident, experienced difficulties getting AHS to respond to the broken air conditioning system in his home. Despite paying his monthly premiums on time and in full, he faced long wait times on customer service calls, uninformed representatives, and multiple failed repair attempts. AHS denied coverage for the AC system, citing “foreign debris” as the cause of the damage, which was not covered under the contract.

Consumer-rights attorney Alexander Bachuwa noted that this response from AHS is common and often leads to claim denials. Many customers, like Sanchez, have limited options to pursue legal action due to the lack of class actions allowed in AHS’s contract.

AHS, which has a 2 out of 5-star rating on the Better Business Bureau’s website, has faced nearly 21,000 complaints in the past three years. AHS defended its service and insisted that it had made the correct coverage decision in Sanchez’s case. Despite offering a free repair, Sanchez is seeking a full replacement for his AC unit, estimated at $12,500.

Sanchez hopes that AHS will take customers’ complaints more seriously and reconsider what constitutes normal wear and tear on appliances. With the increasing number of complaints against AHS, prospective customers are advised to carefully review the contract, complaint data, and reviews before making a purchasing decision.

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www.nbcnews.com

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