American Home Shield

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I had a Home warranty with American Home Shield for over 2 years. On 12/7/220201 the Torsion spring for the garage opening mechanism broke. I checked the home warranty contact, the contact covers garage door opening mechanisms but excluded the track and actual door. The contact is silent regarding the spring mechanism. I assumed that the torsion spring was covered. I submitted a service request. The contracted service technician called the following day, 12/8/2021, and set an appointment for 12/9/2021. When the technician arrived on 12/9/2021 he said that the torsion spring is not covered and he does not have the parts to make the repair. I called American Home Warranty. American home warranty said that they consider the torsion spring to be part of the "track", although it is not specifically stated in the contract. They said that they will not cover the repair of the spring and because the technician had already arrived at our home they would still charge me the $100 service fee although no service or diagnostic was done. I have contacted American Home Shield and they have refused to reverse the $100 service charge. They have stated that although the contact does not specifically exclude the torsion spring they maintain their position that the part is part of the track assembly. I have been unable to come to a resolution with this company.

Awful, awful, awful experience! Just hire a company and deal with them yourself! They will deny for pre-existing conditions! I placed a claim for service for my air conditioning unit. I was told the unit had coverage. I paid a $100 service fee and the technician told me he tested the system for leaks. He said that the leak test came back inconclusive. He said that the Freon most likely leaked out of the evaporative coil and I would need another one. I waited 6 days, hadn’t heard anything so I called American Home Shield. They told me my claim was denied because this was a “pre-existing condition” for a defect or mechanical failure that I knew nothing about. She told me that this fell under “undetectable pre-existing conditions which are defects or mechanical failures” that could not have been detected by visual inspection. I told them I’ve used the air conditioner since I moved into the house in 2012 and I haven’t had a problem with it until this summer. It’s a 2006 unit - if this isn’t a case of normal wear and tear, I don’t know what is! She said that since it took time for it to leak out of the system it was a pre-existing condition. I told her that it’s not a defect or mechanical failure because I’ve had the system since 2006. If it were with of those two things this would’ve happened sooner than that. She told me I could not appeal the decision. That American Home Shield does not have an appeals process. She said my only recourse was small claims court.