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Original Comment THIS LETTER NEEDS TO BE READ BY MANAGER OR ABOVE!!!<br /> <br /> To whom it may concern:<br /> My name is Jason Snow. My contract number is 122209672. <br /> I am writing today to escalate my complaint regarding lack of service and the blatant neglect to the highest level possible. I purchased my house at the end of November last year. I moved in December 3, 2012. I purchased AMS home warranty for the peace of mind it is intended to give new homeowners. It has done anything but that! I have had trouble with everything I have turned in with exception to a slab leak that happened soon after I moved in. However, the company you sent out to fix that wanted too much money and wanted to tear up the inside of my house. I was able to get the issue fixed $2000.00 cheaper and the company I used was able to get to the leak from outside of house. I then had my air conditioner go out in the beginning of the year. I was told that the previous homeowner improperly maintained it and therefor it would not be covered. I had them replaced and it cost me over $5000.00 even though my contract covers undetectable and pre-existing conditions and maintenance issues. A couple of months later I had another plumbing leak that in contacted AHS about. The company sent out said that they would have to send their master plumber out because the problem was out of their scope of work. After several days of waiting, I had the problem fixed by another company to prevent the problem from getting worse and causing more damage. It cost me $1200.00 to fix the issue. AHS then sent me a bill for the service call that the master plumber never showed for. It took me over two months to get them to correct my account. Having said all of that, it brings me to my current issue and the straw that breaks the camel's back. <br /> On or around October 16, 2013 I turned in a service request for two things. First of which was a defective switch on my cooktop. After three weeks of waiting and having to turn my cooktop off and on by the breaker box to prevent a fire, AHS finally repaired. The second item I turned in was a leak in my heater for my pool/spa. AHS sent a company out to diagnose the issue. After spending less than five minutes looking at the heater the technician told me it should be covered that there was no way to determine the root cause of the problem. A few days later AHS called me, said that it was a chemical issue, and the heater will not be covered. Big surprise, that answer seems to be the standard response. I explained to them that I have my pool maintained by a professional company once a week and watch them check the chemicals every time and have done that since the first day I moved into the house. AHS agreed to send a second company out to assess the situation. 5 star pool came out and inspected the heater and found a melted piece under the manifold and told me it would be covered. I asked if it could be considered my fault in any way. They said no, that there is no way to determine why the part failed. A week later AHS called and told me the repair will be denied because it looks like an outside heat source was used to melt the part that caused the problem. At that point, I had enough and demanded to speak to a supervisor. I was transferred to another department, but it was not a supervisor. The lady told me she would have a supervisor call me back and she would look into the situation. After another week, a supervisor never called me back and the second company was sent back out to take pictures. They took pictures on their first visit but discarded them when so much time passed without hearing anything from AHS. A few more days passed and I was called by AHS and told that 5 star would be back out because they needed to check the chemicals in the pool. I stressed my discontent with the situation and the lack of response. She assured me it would not take much longer that it was in a supervisors hands and the problem was the two different opinions of the companies AHS sent out. A few days later 5 star came out and checked the chemicals. I watched as they did and the chemicals were right on the money. The tech told me it was in no way my fault nor was it detectable. I asked him about the first company and their diagnoses. He told me that the reason they gave AHS was not applicable, nor possible for the particular heater I own. He told me he sent AHS an exploded view of the heater and explained why it would not be possible for the original company's diagnoses to happen in any scenario with my heater. At that point, it should have been undeniable coverage. At the point the chemicals tested correct, it should have been undeniable coverage. Needless to say, a couple of days ago I received a call from AHS explaining to me that the claim will be denied. The AHS agent told me that they were going to stick with outside heat source causing the damage. I explained to her that it was not possible where the damage is. There would be signs of collateral damage to surrounding areas. I explained that their tech from the company they sent out told me that it was leaking from the plastic header. That leak was apparently leaking onto the outside of the heat exchange, which over time caused it to rust and develop a hole. The heat escaped from that hole and caused the part to melt. She then said, &quot;Well, in that case it would be a manufacture defect which AHS does not cover either.&quot; I told her that was ridiculous, that the manufactures warranty is for two years and this heater is three years old. I explained that a supervisor has yet to call me despite me requesting several times. She said she knew that and offered no acceptable reason as to why. She told me one would be calling me soon. Today, November 22, 2013 a agent from the escalation department called me. (still not a manager or supervisor) She told me the damage would not be covered because it was not &quot;normal wear and tear.&quot; After arguing with her for several minutes about what normal wear and tear is, at which she never offered an answer, I asked for a number to her boss or email. She refused to give it to me and told me she would have a lead man call me, but could not tell me when. I then called the pool tech that AHS sent to my house. I explained the situation to him and asked him if the email his company sent AHS stated that the faulty part was in any way caused by neglect, manufacturer defect, or me. He stated that he told them it was not and that there was no way to determine the cause of the problem. It just broke and therefore, should be covered. I have him on recording stating everything. I called Evelyn back at ext. 1075252104 to explain to her my findings and she did not answer. I left a message for her to please call me back with a number to AHS legal department and to the corporate office so I could speak to someone that cares a little more about the reputation of AHS and the customer service they are supposed to provide. She has yet to call back. I have a work order in to the pool company I use now to reroute the plumbing around my heater so I can circulate my pool. It has been inoperable for over a month now waiting on this issue to be resolved. Just the fact that I cannot circulate my pool caused chemicals to stand and consequential damage can occur. I live in Texas where the weather changes daily. It is getting down to freezing temperatures at night right now, which can also cause damage if the pool cannot circulate. I am a very reasonable person and not the type to ever complain or escalate things to corporate levels. In this case, however, I feel completely wronged and that I have no choice. If I have to take this to court, I will. At that point I will have no choice but to go after every claim denied in the past, including my a/c units and all cost and consequential damages associated with this claim, the outside pool companies I will have come in and evaluate, in writing, the cause of the damage, and any and all court cost incurred. That is ridiculous for a paying customer, who bought the upgraded packages, to have to do. To put the lack of response and customer service alongside of the issue is flat out un called for and wrong. I have been called several times in the last forty five days by AHS to renew my contract at a rough cost of $800.00 ARE YOU KIDDING ME????? The funny thing is; I probably would have if this claim had gone through hassle free. <br /> Whoever receives this letter please make sure, it gets to the proper hands. I need this resolved ASAP and do not wish to take this to the next level. I would hope to know that the corporate office must not know how the customers in my area are being handled. Now that they do, will you do anything to help? Please call me or email me with response.<br /> <br /> Jason Snow

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