Ben Sinnett doesn't mind putting a little sweat equity into his new home. Right now, they're painting all the rooms and redoing many of the floors.
"We found this place and just fell in love with it," said Ben.
But he wasn't expecting to sweat it out when he wasn't working.
"It's been an average temperature of about 82 to 85 up there," said Ben.
He says the upstairs AC unit stopped working May 17th. But the home purchase came with a one year warranty through American Home Shield, to cover things like this.
"One of the main reasons why we bought the home was that it had this warranty," said Ben.
So his wife called American Home Shield. The company sent out a local contractor, who told Ben that the unit needed a new part.
In the weeks following, Ben says he was told several different things, including, he would have to pay extra for a system modification, and that he wasn't providing access to the unit itself, located in the attic.
"I didn't understand when he said he couldn't get access," said Ben, showing us the unit. "It took, it was maybe ten screws, I pulled the cover off."
We asked Enternet Homes Realtor Jason Ashmore about home warranties, and if they're worth it for homeowners. He says it depends on the situation.
"Some folks don't buy warranties. They like to take a chance," said Ashmore. "But if you're concerned about costly repairs, the home warranty is a great piece of mind."
And Ben will soon feel that piece of mind as well.
We called American Home Shield about his claim and were told, his AC unit would be repaired right away.
Spokesperson Nicole Ritchie said in part:
"As a leading service provider, customer satisfaction is the heart of our business and something that we take very seriously at American Home Shield and we appreciate the opportunity to assist Mr. Sinnett."
"It was absolutely amazing," said Ben. "I spoke with you and detailed our frustrations. And then immediately I got a phone call from a Home Shield representative."
And now his dream home is finally feeling the way it should.
American Home Shield told us in 2012, it handled nearly three million service requests. Over the past three years, the company says it serviced 93% of all claims.
AHS wouldn't say how many repairs were made versus replacements for those repairs, citing competitive reasons.
For more in the claim process, click here.
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