Local woman fuming after A/C problems

August 13, 2012 3:22:22 PM PDT
A Fayetteville woman suffered with no air conditioning for more than a month despite the fact she had a home warranty. When she couldn't get any relief from the heat, she got in touch with the ABC11 Troubleshooter.

Ella Grant went without air condition during some of that record breaking heat we had back in July.

She has a home warranty, and thought her A/C unit would get fixed pretty quickly since she had that coverage. However, after several repairs, she was still left with hot air.

"It's been miserable, very uncomfortable," said Grant. "It was 100."

It's very uncomfortable, even with fans going. Grant said the thermostat in her home reached high temps with no working air conditioner.

"It's very frustrating, very frustrating," said Grant.

Ella's frustrations stated back in June when her A/C went out.  She called her home warranty company, American Home Shield.

"They sent one tech out and he first cleaned the coil and did maintenance service on it and I was charged $159," said Grant.

Ella paid what was required according to the contract. She said she had air for three days, but it went out again.  Ella was back to calling American Home Shield, and she said two different HVAC companies came out in the course of three weeks, but her system still wasn't fixed.

"Very depressing...and angry," said Grant. "You know, these people took my money and I pay every month and now when I need their assistance, they're not there. They've been giving me the run-around. Nobody can fix it. Nobody can work on that type of unit. This is what I've been told."

Ella got in touch with me and I reached out to America Home Shield. They agreed to put in a brand new unit so Ella can finally cool off.

"Thank you for taking the time out to listen to me and be concerned for me and my daughter. I appreciate it," said Grant. "Oh, thank you! Thank you, Ms. Wilson for your assistance."

While a new unit was installed, Ella had air for about a week. Her relief didn't last long as the unit had problems again. A tech came out and diagnosed the problem, ordered the part, and now Ella's is just waiting to the repair, which they assure her will be done within a few days.

A rep for American Home Shield said they take customer feedback very seriously and value the opportunity to use it for continuous improvement.  If a problem does occur, their goal is to find out about it as soon as possible and resolve it more quickly.

While Ella is waiting for her unit to be fixed, AHS did pay for one window unit and offered to pay for a second.

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