Troubleshooter: Woman heated about no AC

Workers install an air conditioner unit.

August 2, 2010 3:48:51 PM PDT
A Triangle woman, who has been without a working air conditioner for more than a month and a half, says she is fed up.Alexine Miller says she wants answers, as she has a home warranty that she thought would protect her, but instead she says she's getting nothing but hot air.

"You can see I'm perspiring, water is falling off of me," Miller said. "I lost a little weight. The heat killed my plants."

Her plants wilted and her poor dog has been panting for weeks. Miller's air conditioning went out the end of May and she says she called her home warranty company, American Home Shield, right away.

"Within 48 hours someone came out and fixed it," Miller said. "Two weeks later, it was broken again and the same company came out again and said they couldn't work on this system because it's not made any more and the parts are hard to get."

Miller says American Home Shield sent another HVAC company out and she says they told her they could get the part, but that was on June 16 --six weeks later Miller still has no fix.

"This is the hottest summer on record and I think I have been patient," Miller said.

American Home Shield did tell Miller they would reimburse her up to $100 for a window air conditioning, which is in her bedroom and it has been giving her relief at night, but it doesn't cool her whole house.

"You have to give them time to find the parts and I was trying to be fair, but they have not been fair to me," Miller said. "I've been miserable and I think it's time this comes to an end and they should replace my system."

ABC11 Eyewitness News I-Team Troubleshooter Diane Wilson got in touch with American Home Shield and after looking into it, a representative said since the part is still on back order through the manufacturer; American Home Shield has decided to replace the entire air handling unit in order to expedite a resolution.

On Monday, the unit was installed and after a month and a half of no air, Miller says she is finally getting cooled off.

The rep with American Home Shield also said they sincerely regret the delays Miller has experienced and this is not a typical experience.

Due to the delays, the rep added, American Home Shield did agree to pay for the additional charges related to the installation that would not be typically covered under the warranty.

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