January 30, 2018
Ms. Julie Dee
BBB of the Mid-South
3693 Tyndale Drive
Memphis, TN 38125
RE: Susan Savage; AHS Home Protection Plan No. 219810862; BBB Complaint Case No. 40142897;
PeopleClaim No. 2181130-257765
Dear Ms. Dee:
American Home Shield (“AHS”) is in receipt of your letter dated January 23, 2018, and the letter postdated January 24, 2018, from PeopleClaim advising of the above referenced complaint. The letters have been forwarded to me for review and response.
I have reviewed AHS’ records regarding Ms. Savage’s HVAC claim. On January 17, 2018, Ms. Savage placed the service request and AHS dispatched Home Pros of Southwest Florida, LLC to diagnose the problem with the air conditioning system. On January 22, 2018, Home Pros of Southwest Florida, LLC reported to AHS that the outside and inside of the unit was covered in micro bacterial growth. The technician also found that the wiring harness had been bypassed as the wiring was laying on the attic floor by the unit and the mother board was missing from the unit. The technician advised that the failures were not caused by normal wear and tear. Section A-2 of Ms. Savage’s AHS plan provides that coverage under this contract includes normal wear and tear malfunctions during the contract term. Section I-6a of Ms. Savage’s AHS plan states that AHS is not responsible or liable for repairs or replacements when the malfunction is due to misuse, abuse, or mistreatment, including but not limited to, removal of parts and damage by people, pests, or pets. Section I-1g(i) of Ms. Savage’s AHS plan states that this contract does not cover system or appliance upgrades, or repairs or replacements required when the malfunction is due to missing components, parts, or equipment. Finally, Section I-3 of Ms. Savage’s AHS plan states that In regard to mold, mildew, bio-organic growth, rot, fungus, or pest damage, AHS is not responsible or liable for; (a) damages from such causes; (b) diagnosis, removal or remediation of such conditions; or (c) repairs or replacements necessitated by such causes. Therefore, AHS is rightfully not responsible or liable for the repair or replacement of the air conditioning system and no compensation will be provided by AHS.
Thank you for your consideration.
Sincerely,
AMERICAN HOME SHIELD OF FLORIDA, INC.
Marcy Cody
Customer & Regulatory Claim Resolution Specialist
Cc: PeopleClaim