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Arizona family waits weeks for home warranty on air conditioner fix

Posted at 5:00 AM, Jun 20, 2019
and last updated 2019-06-20 10:12:40-04

FORT MOHAVE, AZ — Having a home warranty doesn't guarantee a quick fix. That's the lesson ABC15 viewer Linda in Fort Mohave learned when her air conditioner went out in mid-May.

She let me know the home warranty company, American Home Shield, insisted "on sending the part themselves."

A month later, she was still waiting.

Linda says, "We have been calling AHS nearly every day."

Her family even bought window A/C units, "to keep it under 90 degrees," but with the weather, "it has been impossible to accomplish that during the day."

So she let me know.

We tracked down the company for some answers.

Less than 24 hours later, the company apologized and provided this statement:

We take great pride in providing quality service and valuable protection to our customers. If we fail to meet these expectations, we work to do the right thing and ensure the situation is properly resolved.

We sincerely apologize for the frustration this situation has caused the Kirklin family. We have been in touch with Ms. Kirklin and have let her know that her repairs will be completed today. In addition, we have offered to reimburse them for the full cost of the three portable air conditioning units they purchased.

The level of service the Kirklin's received is not indicative of the typical customer experience, and we take this matter very seriously. We are reviewing this situation in detail and will address the service gaps with each party involved.

Again, we sincerely apologize that we did not meet the standards of service we expect of ourselves, as well as those of the Kirklin's. We value our relationship with them and appreciate the opportunity to resolve this situation properly.

Linda wrote to say, "whatever you did was amazing I great(ly) appreciate you."

Thanks to American Home Shield for admitting the problem, stepping up, and taking accountability. Before buying a home warranty, check out the company online and find out what they do and do not cover. Remember if you're not happy you can cancel the contract and receive a prorated refund.