Realtors blast American Home Shield after their own air conditioning repair delay | News

BOSSIER CITY, La – You bought a new home. They want to protect what’s important – the equipment, the systems, and especially in Louisiana, the air conditioning. So you can pay up to an average of $ 700 for a one-year home guarantee.

But one customer – and a surprise, too – sweats while doing repairs after signing with one of America’s leading home warranty companies.

“You wouldn’t wish your worst enemy that he could get through the whole summer without air conditioning,” said realtor Jonathan Newton in his warm house that he had bought earlier this year.

A thermometer inside the house one recent morning read 82 degrees, almost the same as the outside temperature before the heat of the day.

Fans and three window units that the Newtons bought during the repair process make the home bearable.

Newton says both air conditioners that cool her spacious Oak Alley home went down in late June. So Jonathan and Ginger Newton filed an application with their home warranty company, American Home Shield.

But it only got them hot under their collars. There were seemingly endless delays and lack of communication.

The Newtons say neither of the only two companies in our area that do air conditioning repairs under the American Home Shield Guarantee would take the job.

So American Home Shield allowed the Newtons to use their own repair company. The estimate for parts is nearly $ 11,000.

And after American Home Shield placed the order, only one unit came.

“And it was totally wrong,” Newton said, pointing to an empty corner outside the house from which the dead unit was being pulled.

To make matters worse, the Newtons say they can’t pay their company to fix it and then get a refund.

“American Home Shield has told us that all repairs must be approved by them,” Newton said.

In addition, the Newtons are a real estate couple. You run an office for Remax. And they have offered American Home Shield guarantees to their sellers and buyers. But not anymore, they say.

“We hate that we sold this policy in the past and we see exactly how they treated customers,” said Ginger Newton.

When asked if home guarantees are a good idea, Better Business Bureau’s Bob Davis warns, “It can be, but it can also be a nightmare.”

Davis says people should do their homework when choosing a home warranty company.

“Be sure to read the fine print,” says Davis.

Internet service company Angi says homeowners should find out what is excluded from a warranty plan. Also, check that older equipment is insured and that you can call your own repair service.

And, Davis adds, “I would find out which local companies they are using before signing the contract with them.”

While American Home Shield touts being a premier home guarantee company, Davis says they have been the subject of numerous complaints.

The BBB profile for this company shows more than 18,000 complaints in the last three years. The BBB gives them a rating of 2 1/2 out of 5 stars.

The Newtons are at their mercy.

“I did everything I knew without flying to headquarters and seeing the guy for myself,” said Jonathan Newton.

American Home Shield issued a written statement to KTBS, in part saying, “We sincerely apologize for the delay in resolving Newton’s situation. Our customer care team is in contact with Mr. and Mrs. Newton and we will work with them to ensure this is resolved as soon as possible. “

The Newtons say their own air conditioning repair company stopped working with American Home Shield because they didn’t pay them on time. Their mechanic also says that American Home Shield prefers to fix patches rather than fully fix a problem, which puts the local company’s reputation at risk.

If you’re feeling ripped off by a home warranty company, Davis recommends filing a complaint with the BBB. He says they will try to solve the problem. And when that is not possible, the home warranty company gets a bad rating.