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| - My husband and I recently moved to Queen Creek, Arizona and purchased a beautiful home. We also have a home warranty from AHG Home Warranty. Shortly after we moved in, our air conditioner stopped working so we called AHG on 7/16/17 to get it fixed.
They asked for our home inspection report and we submitted it to them for approval. On 7/17/17, they approved the work order as yes, we are covered. On 7/18/17, the repair company came out and said we need to order a new blower for the unit.
That day, I followed up with Yesenia (the manager) and left a voicemail to confirm that the part was ordered. She called me back on 7/19/17 and said that she ordered the part but it would take five to seven business days to receive.
It's currently 110 degrees here in the valley and five to seven days seemed too long to wait without air conditioning. Yesenia was very rude and sarcastic and said that there was nothing she could do to speed up the process.
I took it upon myself to find the part and called a couple of local, wholesale parts dealers. I found the part at Siegler parts but of course, I could not order it since they only sell to companies.
I contacted Yesenia several times but she ignored by emails and phone calls. Since it was clear that I would get no help from Yesenia, on 7/20/17, I called Josh, the regional sales manager. He said he could help me.
The next day, on 7/21/17, I received a text message from Josh that the part had been ordered, paid for, and was ready for pick-up by the repair company. On Monday, 7/24/17, I called the repair company to schedule an appointment to install the new blower.
They were scheduled to come out on 7/26/17 between 12-3pm. The repair company went to pick up the part that afternoon however, it turns out that Yesenia never ordered it. I spoke with her that nice, shortly after 5pm, and she assured me that she would order the correct part the next day (7/27/17).
Naturally, I was very upset, so I called Josh however, he didn't answer my phone call. He texted me back and said that he could not help me since he was busy with his three-year-old. Instead, he suggested that I speak with Scott, a customer service manager.
On 7/27/17, I was able to speak with Scott and he was very nice and apologized for all my troubles. He promised to personally take care of the problem and told me that he ordered and paid for the new part. The repair company scheduled an appointment to come out and install the new part on 7/29/17.
I spoke with Scott over the phone on 7/28/17 and he assured me that everything was ready to go - the part was ordered, paid for, and ready for pickup. When the technician went to pick up the new part on 7/29/17, it turns out that the wrong part was ordered.
It appears that a much cheaper version of the part was ordered - a version that wouldn't even fit in our air conditioning unit! This was now the second time that the repair company went out of their way to pick up a part that either wasn't ordered or was completely wrong.
As of now, the repair company (which has been very helpful throughout this whole ordeal with AHG Home Warranty) ordered the correct part for our air conditioner. It is supposed to arrive sometime next week.
At this point, it will likely be 3+ weeks that we will be living in 110+ degree heat without a working air conditioner.
Please don't use this company. The worse possible service ever! No matter how high up the chain I went to get my air conditioner fixed, they just don't care. This is a complete scam! I hope no one has to go through the ordeal I'm currently in. AHG Home Warranty needs to be shut down.
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