November 28, 2022

Portalcot

Interior spice

More local families struggle to get air conditioning repair with American Home Shield

[ad_1]

GET THEM THROUGH WXII12.COM. ALL RIGHT LANEY. THANK YOU TONIGHT IN 12 INVESTIGATES. WE ARE FOLLOWING UP ON AN ISSUE A TRIAD FAMILY HAD WITH THEIR HOME WARRANTY AFTER THEIR AC UNIT BROKE MARTINEZ FAMILY AS YOU MIGHT RECALL GOT IN TOUCH WITH US AS THEY WERE GOING THROUGH HEAT WAVE AND WE HELPED THEM GET A NEW AC UNIT FORT HATCHET JOINS US NOW IN THE STUDIO IN FORT SOUNDS LIKE THE MARTINEZ FAMILY. WE’RE NOT THE ONE’S HAVING A TOUGH TIME GETTING THEIR HOUSE TO BE AT AN APPROPRIATE TEMPERATURE. YOU’RE EXACTLY RIGHT KENNY SINCE WE HEARD FROM MARTINEZ IS IN THAT STORY AIRED IN LATE JUNE WE’VE HEARD FROM SEVERAL OTHER FAMILIES ACROSS THE STATE OF NORTH CAROLINA TONIGHT. YOU’RE GOING TO HEAR FROM FOLKS AND FORSYTH AND RANDOLPH COUNTY WHO SAY THE MARTINEZ IS EXPERIENCE WITH AMERICAN HOME SHIELD SOUNDS ALL TOO FAMILIAR. PURE HILLS MY STRESS LEVEL HAS BEEN IN OVERDRIVE SINCE WE TOLD YOU ABOUT THE MARTINEZ FAMILY STRUGGLE TO GET THEIR AC UNIT REPLACED THROUGH AMERICAN HOME SHIELD YOU FLOODED OUR INBOX WITH SIMILAR STORIES DEALING WITH THE SUMMER HEAT. MY WIFE CALLED ME AND SAID HEY, I THINK OUR AC’S OUT AND IT WAS PROBABLY ABOUT 76 78 DEGREES INSIDE THE HOUSE BECAUSE AT ONE POINT IT WAS LIKE 80 85 DEGREES IN HERE AND THAT WAS AT NIGHT. SO IT WAS MISERABLE ME AND MY DAUGHTER WENT AND STAYED WITH MY GIRLFRIEND AND MOCKSVILLE 40 MINUTES AWAY. IF WE COULD LIVE SOMEONE WITH AC WE’VE SPOKEN WITH A HANDFUL OF FOLKS IN THE PIEDMONT TRIAD ABOUT THEIR OWN STRUGGLES WITH AMERICAN HOME SHIELD. SOME ARE STILL LIVING WITHOUT AIR CONDITIONING AS I SAID, I DON’T KNOW WHAT ELSE TO DO. POINT EXCEPT SIT WAIT AND SUFFER OTHERS ENDED UP FOOTING THE BILL FOR THE FIX THEMSELVES. LIKE I WENT AHEAD AND TOOK THEIR DEAL BECAUSE IT WAS A HUNDRED DEGREES HERE. YOU KNOW. I’VE GOT A DAUGHTER PETS HERE. I NEEDED IT. I NEEDED IT FIXED, BUT IT CAME AT A COST, YOU KNOW PERSONAL LOAN OF $3,000 TO COVER THE REST, YOU KNOW. BECAUSE I DIDN’T HAVE $3,000 NOW. I HAVE TO MAKE PAYMENTS ON EVERYONE WHO SHARED THEIR STORY WITH WXII SAYS THEY EXPECTED AN AC REPAIR OR REPLACEMENT TO BE COVERED IN THEIR CONTRACT. WELL, YOU SHOULD SAY YOU’RE GONNA REPLACE IT IF I HAVE TO STILL COME OUT OF MY POCKET OVER 4,000 AMERICAN HOME SHIELD ONCE AGAIN DECLINED OUR INTERVIEW REQUEST IN A STATEMENT TO WXII A COMPANY SPOKESPERSON SAID THEY’VE RESPONDED TO MORE THAN 17 MILLION SERVICE REQUESTS AROUND THE COUNTRY IN THE LAST FIVE YEARS GOING ON TO SAY IN PART. IT’S IMPORTANT TO NOTE THAT OUR NATION AND THE CAROLINA REGION IS EXPER. SING A HISTORIC HEAT WAVE AN ONGOING SUPPLY CHAIN ISSUES OUR NETWORK OF SERVICE PROFESSIONALS ARE WORKING DILIGENTLY TO ENSURE THEY PROVIDE TIMELY SERVICE TO HOMEOWNERS DESPITE THE FACT THE OVERWHELMING MAJORITY OF ALL SERVICE REQUESTS ARE COMPLETED SMOOTHLY AND WITHOUT INCIDENT REGRETTABLY THERE ARE TIMES WHEN THIS IS NOT THE CASE AND THOSE INSTANCES WE WORK TO DO THE RIGHT THING TO ENSURE THE SITUATION IS PROPERLY RESOLVED THE COMPANY ENCOURAGES CUSTOMERS WHO HAVE ISSUES TO CALL THEIR CUSTOMER SERVICE LINE. I HAVE BEEN PUT ON HOLD AND KEPT ON HOLD FOR AS LONG AS 46 MINUTES. 13 SECONDS DON’T GIVE ME THE RUNAROUND SAY ALL NEED TO DO THIS AND THEY JUST START THEY PUT ME ON A WHOLE TWENTY THIRTY MINUTES. SOMETIMES LOCAL FAMILIES LEFT. WONDERING IF THE PREMIUMS THEY’VE PAID FOR YEARS ARE WORTH IT BE HONEST WITH YOU. I’M LOOKING AT OTHER RIGHT NOW AND OTHER HOME WARRANTY JUST IN CASE SOMETHING LIKE THIS DOES COME UP AGAIN. I’M KIND OF JUST DEBATING IF I JUST WANTED TO JUST GET RID OF IT ALL TOGETHER AND JUST TRY TO SAVE THE PENNIES PREVIOUS KEEP GOING UP ANYWAY. AND WE HAVE BEEN CONTACT WITH AMERICAN HOME SHIELD ABOUT EACH OF THOSE CASES. YOU HEARD ABOUT TONIGHT. THE COMPANY SAYS THEY’RE LOOKING IN INTO AN INVESTIGATING EACH OF THEM AND WE’RE GOING TO CONTINUE TO FOLLOW UP WITH THE FAMILIES TO HOPEFULLY FIND SOME RESOLUTION FOR THEM AND GET THEM OUT OF THE HEAT LIVE I

12 Investigates: More local families struggle to get air conditioning repair with American Home Shield

“I don’t know what to do at this point except sit, wait and suffer,”

We’re following up on an issue a Triad family had with their home warranty company after their air conditioning broke.The Martinez family called us as they suffered through a heat wave and we helped them get a new A/C unit.Since that story aired in June, we’ve heard from several other families from across the state who say the Martinez’s experience with American Home Shield sounds all too familiar. “It’s been pure hell,” Randleman’s Joseph Elledge said. “My wife called me and said, ‘I think our A/Cs out.’ It was probably about 76-78 degrees inside the house.””My stress level has been in overdrive,” said Winston-Salem’s Brenda Redd.Several people in the Piedmont Triad spoke with WXII about their own struggles with American Home Shield.”At one point, it was 80-85 degrees in here and that was at night,” Winston-Salem’s Sharonda Wilcox said. “It’s been miserable.””Me and my daughter went to stay with my girlfriend in Mocksville 40 minutes away just so we could have A/C,” Winston-Salem resident Gary Gallardo said.Some are still living without air conditioning.”I don’t know what to do at this point except sit, wait and suffer,” Redd said.Some ended up footing the bill for the fix themselves.”I went ahead and took their deal because it was 100 degrees here. I’ve got a daughter and pets here. I needed it fixed,” Gallardo said. “I took out a personal loan of $3,000 to cover the rest because I didn’t have $3,000 and now I have to make payments on it.”Everyone who shared their story with WXII says they expected an A/C repair or replacement to be covered in their contract.”You shouldn’t say you’re going to replace it if I’m going to still have to come out of my pocket for $4,000,” Wilcox said.American Home Shield declined our interview request, but did provide the following statement from a company spokesperson:”It’s important to note that our nation – and the Carolina region – is experiencing a historic heatwave and ongoing supply chain issues. Our network of service professionals are working diligently to ensure they provide timely service to homeowners. Despite the fact that the overwhelming majority of all service requests are completed smoothly and without incident, regrettably, there are times when this is not the case. In those instances, we work to do the right thing to ensure the situation is properly resolved. Most importantly, we evaluate key learnings to better understand where breakdowns in our processes occur so that we can address the cause and reduce the likelihood of a recurrence. In the past five years, our team has responded to more than 17 million service requests, and we take great pride in providing quality service and valuable protection to our customers. Customers can access their My Account portal 24/7/365. This platform allows our customers to conveniently place service requests at any time. In addition, they can access their agreement details, get updates on service requests, process payments, and other features. Other features include a detailed seasonal home maintenance calendar to help customers avoid breakdowns and the need for repairs, as well as discounts on a variety of services. Service agents are available 24/7 for customers who need or prefer to reach us by phone; however, for faster service, they are encouraged to call during times of lower call volume, 10 a.m. – 2 p.m. CT. “But customers say calling the service line can leave them frustrated.”They’ll give me the runaround and say let me do this and put me on hold for 20 or 30 minutes,” said Elledge.”I’ve been put on hold and kept on hold for as long as 46 minutes and 13 seconds,” Redd said.The experiences have left families wondering if the premiums they’ve paid for years are worth it.”To be honest with you, right now, I’m looking at another home warranty in case something like this does come again,” Elledge said.”I’m kind of debating if I want to get rid of all together and save the pennies that go to it every month because the premiums keep going up anyways,” Wilcox said.The Better Business Bureau says home warranties can often help with repairs, but add a middle man between the homeowner and repair company which can slow the process down. They advise customers make sure they thoroughly review a home warranty contract before signing, to know exactly what is covered and, perhaps more importantly, what is not covered.

We’re following up on an issue a Triad family had with their home warranty company after their air conditioning broke.

The Martinez family called us as they suffered through a heat wave and we helped them get a new A/C unit.

Since that story aired in June, we’ve heard from several other families from across the state who say the Martinez’s experience with American Home Shield sounds all too familiar.

“It’s been pure hell,” Randleman’s Joseph Elledge said. “My wife called me and said, ‘I think our A/Cs out.’ It was probably about 76-78 degrees inside the house.”

“My stress level has been in overdrive,” said Winston-Salem’s Brenda Redd.

Several people in the Piedmont Triad spoke with WXII about their own struggles with American Home Shield.

“At one point, it was 80-85 degrees in here and that was at night,” Winston-Salem’s Sharonda Wilcox said. “It’s been miserable.”

“Me and my daughter went to stay with my girlfriend in Mocksville 40 minutes away just so we could have A/C,” Winston-Salem resident Gary Gallardo said.

Some are still living without air conditioning.

“I don’t know what to do at this point except sit, wait and suffer,” Redd said.

Some ended up footing the bill for the fix themselves.

“I went ahead and took their deal because it was 100 degrees here. I’ve got a daughter and pets here. I needed it fixed,” Gallardo said. “I took out a personal loan of $3,000 to cover the rest because I didn’t have $3,000 and now I have to make payments on it.”

Everyone who shared their story with WXII says they expected an A/C repair or replacement to be covered in their contract.

“You shouldn’t say you’re going to replace it if I’m going to still have to come out of my pocket for $4,000,” Wilcox said.

American Home Shield declined our interview request, but did provide the following statement from a company spokesperson:

“It’s important to note that our nation – and the Carolina region – is experiencing a historic heatwave and ongoing supply chain issues. Our network of service professionals are working diligently to ensure they provide timely service to homeowners.

Despite the fact that the overwhelming majority of all service requests are completed smoothly and without incident, regrettably, there are times when this is not the case. In those instances, we work to do the right thing to ensure the situation is properly resolved. Most importantly, we evaluate key learnings to better understand where breakdowns in our processes occur so that we can address the cause and reduce the likelihood of a recurrence.

In the past five years, our team has responded to more than 17 million service requests, and we take great pride in providing quality service and valuable protection to our customers.

  • Customers can access their My Account portal 24/7/365. This platform allows our customers to conveniently place service requests at any time. In addition, they can access their agreement details, get updates on service requests, process payments, and other features. Other features include a detailed seasonal home maintenance calendar to help customers avoid breakdowns and the need for repairs, as well as discounts on a variety of services.
  • Service agents are available 24/7 for customers who need or prefer to reach us by phone; however, for faster service, they are encouraged to call during times of lower call volume, 10 a.m. – 2 p.m. CT. “

But customers say calling the service line can leave them frustrated.

“They’ll give me the runaround and say let me do this and put me on hold for 20 or 30 minutes,” said Elledge.

“I’ve been put on hold and kept on hold for as long as 46 minutes and 13 seconds,” Redd said.

The experiences have left families wondering if the premiums they’ve paid for years are worth it.

“To be honest with you, right now, I’m looking at another home warranty in case something like this does come again,” Elledge said.

“I’m kind of debating if I want to get rid of [the warranty] all together and save the pennies that go to it every month because the premiums keep going up anyways,” Wilcox said.

The Better Business Bureau says home warranties can often help with repairs, but add a middle man between the homeowner and repair company which can slow the process down. They advise customers make sure they thoroughly review a home warranty contract before signing, to know exactly what is covered and, perhaps more importantly, what is not covered.

[ad_2]

Source link