Opening windows and plugging in fans are all part of Emily Bertonaschi's routine these days. She said the air conditioner in her Easley home has gone out several times in nearly three months and she said her home warranty company, American Home Shield, is to blame. Bertonaschi claimed the repairs AHS makes don't last and getting someone in person instead of on voicemail to address problems can be tough to do.
"I don't like getting the run around and they act like they don't care," said Bertonaschi. "They just cop an attitude when you call them on something."
The Bertonaschi family has a constant reminder of just how uncomfortable it is inside their home. On Tuesday morning their thermometer sitting on a kitchen counter downstairs said 79 degrees with 66% humidity. The display shows a frowning face and the word "wet".
So Bertonaschiand her two boys retreat upstairs. It's the only way to stay cool since the unit that serves the second floor still works.
"It's very hard to keep them upstairs where it is cooler," Bertonaschi said.
American Home Shield's spokesperson Heather Wilson told 7 On Your Side the company promptly returned all calls. She said part of the holdup was that the contractor making the repairs had a death in the family. They said as a gesture of goodwill the family would only have to pay half of the installation cost of putting in a new $5000 unit. She said that amount would pay for the costs of items not typically covered under the warranty.
The good news is a few hours after we left the Bertonaschi home the repairmen replaced the unit, giving this family a chance to finally cool off.
We asked News Channel 7 legal expert Ken Anthony about what you should consider before buying a home warranty. He said consumers should compare the price to the likelihood of a product breaking during the contract period. Anthony also said if you do have a complaint make sure you make your voice heard in writing so that if you need it in court you will have it as a piece of evidence. For more information about how to write a complaint letter click here.
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