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Waiting on home warranty repairs in record-breaking temperatures

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Posted at 4:50 AM, Aug 13, 2020
and last updated 2020-08-13 10:00:56-04

It's a potentially deadly combination here in the Valley: 110-degree days and no working air conditioning.

Ron Granauro thought he was covered by his home warranty when his A/C unit went out. While that was the case, he wasn't prepared for the delays he would have to get through to get the repairs done.

Ron says the day his A/C went out, he spent close to two hours on the phone with his warranty company, American Home Shield.

He says it then took two more days for a technician to come to his home and determine what the problem was. In his case, it was a part that needed replacing -- a part that could take weeks to get.

"Two weeks seems a little excessive, especially with this heat we're going through," said Ron.

He says he made the decision to buy a portable A/C unit, but with record-breaking temperatures, it could not keep up. He says a hotel stay was his next option.

"I'm 73 years old, not only that, it's COVID-19," said Ron, "Now I'm at high risk. I gotta go stay in a hotel. I mean, it just makes no sense to me."

The Let Joe Know Team made several calls and emails to American Home Shield trying to get answers before Ron and his family were forced to face yet another weekend with no A/C.

They told us they were aware of the situation and were urgently working to fix it.

Ron says a technician finally arrived hours after our calls, working into the night.

His A/C was finally fixed 11 days after going out.

"Without ABC15 we would not have gotten this done as quickly as we've got it done, and it wasn't quick. We're still at two weeks," said Ron.

While the company has since agreed to pay Ron for the portable A/C unit he purchased, he says he would still like to see a refund for the hotel he paid for.

As for why there was a delay in getting a repair, American Home Shield says:

"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 delay in resolving Mr. Granauro’s matter. His initial HVAC repair required a part that would have taken several weeks to arrive. However, we escalated his situation and went outside our typical processes in order to expedite this repair, which was completed on Monday, Aug. 3.

Unfortunately, a second part of his HVAC unit, unrelated to the first repair, failed later that week."

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