This is in regards to invoice * ***** Work done at *** Waverly Farm Rd. Waverly, GA *****. Doug and Donna Martens**March **, ****, Technician Tom was at our home, contracted by American Homeshield, our homeowner warranty company. Before Tom left our home, he had been in the attic inspecting our *nd story unit and said that there was a failed blower motor. He then said that he had disconnected power to it so that we wouldn't run it. Which is when I told him, as I did when he entered my home before beginning the work on our air conditioner, that we heard the air conditioner try to kick on * times in less than * minutes and ran upstairs and shut the thermostat off, completely. He then said that he would order a part and then I would be called to make that appointment for when the air conditioner can be restored to working condition.**Forward a couple days later where we receive a message from our home warranty company telling us that we are not covered for them to take care of the necessary work because the problem was caused by mold. Imagine our shock when we were blind-sided by this diagnosis, seeings how mold was NEVER mentioned by technician Tom. AND not written on the invoice. We disagreed and told our home warranty company that there was never any mention, spoken or written, of mold and that this was the first that we have heard that. American Homeshield made it clear that was written on the diagnosis received by Bestway Mechanical and that they would request pictures.**I hung up and contacted Bestway Mechanical, who, finally returned a call where Amanda left us a message stating that Bestway is not the one who comes up with a diagnosis, but American Homeshield diagnoses, by looking at the pictures that were sent to them. I called Amanda back, requesting the pictures for myself to see, and Amanda said that they cannot send me the pictures that their mechanic, Tom, took of my air conditioning unit, that is for our home warranty company to do. So, I contacted our home warranty company to request, and they said that they cannot send the pictures to us, because they have to come from the company who took the pictures, which would be Bestway Mechanical.**After the run-around and leaving more messages with Bestway, our request remains ignored. The second, and last time, that Amanda contacted was April **, telling me to call back. Since then, my messages go unanswered. **Fact. The diagnoses was sent from Bestway Mechanical to American Homeshield March **, ****, the day of my appointment. I received denial for work needed done and paid for by A.H. due to the mis-diagnosis. **Fact. Pictures were not even sent by Bestway Mechanical to American Homeshield until March **, ****!! How then, did H.S. make a diagnosis of mold and deny our necessary repairs when they did not even have pictures until a week later, AFTER their request for them? If Amanda was correct in stating that American Homeshield made the diagnosis from looking at the pictures sent, how did I know before that date that the work request was denied? Hm. **Fact. Mold is NOT the reason the blower failed. We had two different mechanics come out to replace the blower motor and module. Their diagnosis and repairs to our unit was quick and painless compared to what we have had to deal with Bestway Mechanical. They assured, and it is in writing on their invoice, that mildew inside the unit did NOT make module go bad.**Fact. It's really irritating when you're trying to get a straight answer from a business and they avoid your calls. **We paid a total of $***.** to Homeshield warranty, who in turn paid that, or a portion of that, to Bestway Mechanical. We then, after being blindsided by a false diagnosis and wanting a second opinion, paid $***.** for the first visit from a well known company with a great rating review, and the second visit for the repairs and parts was a total of $***.**, far less than the $****.** total that Bestway quoted American homeshield for them to do the repairs. We are requesting payment for the money that we had to pay, unnecessarily, for work that could have been paid for by A.H. IF the mechanic had been honest and knowledgeable. **We are also requesting copies of the pictures that you took of our inside unit. Please email them to this address. *****@***.com**Thank you, **donna c. martens*(***)***-****
GetHuman-mar_s did not yet indicate what American Home Shield should do to make this right.