In an earlier post, we found out some of the common scams that American Home Shield uses to deny claims. If you’ve had an expensive appliance break, you’re probably been through this part: They’ll fix your problem, except for (insert 15 expensive problems totaling up to about the normal retail cost to fix the problem on your own.)
Here’s your decision point: Can you live without this appliance for several weeks? If the item is your heating or hot water system, the answer is probably “no”. If it is something like a lavatory sink or an infrequently-used cooktop, maybe you can. Don’t waste time if it’s the former; you don’t want to damage your house to save $50. You have a legal duty to mitigate your damages, and that includes knowing when you’ve been ripped off and not expecting the con artist to behave better the second time around.
1. Dispute
Whatever the original contractor tells you, immediately call AHS and dispute their findings. Do not offer your own diagnosis, simply refuse the one that has been offered. You’re going to have to cough up another $55 for the second opinion, but there’s a good chance you’ll get it back. How?
Chances are good AHS will already have told the “second opinion” guy what diagnosis he’s supposed to make and perhaps even how to write it. Do. Not. Help.
When the second opinion guy comes out, give them access to the broken item, offer conversation, and a few little questions – “I guess they told you about the problem?” – things like that.
If the second opinion doesn’t match with the first, they have to pay for anywhere that the two opinions DO NOT OVERLAP. So if the first guy says your A/C broke because a dog pissed on the compressor, and the second guy says canadian termites burned up the evaporator coil, they’re on the hook for the entire repair, even if your dog is pissing on the coil during the repair.
2. Report
Chances are that if the contractor doesn’t want to do the repair (very likely, considering the fixed-rate repairs that AHS does) and they’ll often clumsily make up “code violations”. You know the drill.
Report their sorry asses to every regulatory body you can. Start with the BBB (not regulatory, but still will chew up time), then on to any licensing authority, state, county, and/or municipal. It can be something as simple as not having their licensee number painted on their vehicle. Report it. Licenses get revoked.
Open a complaint against AHS with the Iowa BBB (they’ve got thousands on file, but yours counts). Also open a complaint with your state’s real estate and/or insurance commissioner. Don’t exaggerate, but be factual. The enforcement people for these agencies have gotten screwed themselves, and are all too happy to help.
3. Cancel.
A home warranty is a bad deal. When something breaks, you lose control over how and when it’s fixed. Do you really think you’re going to wait three weeks to get your AC fixed in August, or your heating fixed in December? Hell, no. But with AHS, you’re stuck using whatever contractor they feel like sending, and completely at their mercy for whatever add-ons they feel like hitting you with. If it’s july and you’ve got no cold air, you better believe the list is going to be long and expensive. Gold-plated code upgrades for you, pal.
Call AHS to cancel your agreement. Don’t say “I’ll cancel, unless..”. Just tell them you want to cancel it. There’s a good chance they’ll offer something – it might only be half or a third of the repair costs. Take it. Cash the check. And cancel.
This is not the time to argue, either. They’ll likely offer you a free coupon for your next service call – because the last one was so much fun! Just say “I’d like to cancel, and I’m in a hurry, could you do it right now please?”
4. Follow up.
If you got screwed on a fairly major repair, you would be doing your neighbors (and the general public) a service by following up on complaints. I’ve already gotten my cash out of AHS and out of one of their contractors. The other one is facing the loss of their license, and a lesson: Don’t lie to someone and be rude about it.