America’s Preferred Home Warranty Inc
My senior parents purchased a home in Tennessee in October of 2014. Because the home was built in 1997 and still had the original HVAC system which was approximately 17 years old, they were relieved when the seller included a home warranty policy from America's Preferred Home Warranty (APHW) at settlement. The seller had completed some repairs on the system in the weeks before she put her house on the market, and those receipts and paperwork had been provided to my parents (the buyers) before closing. The house was put on the market in July, numerous realtors had shown the house and the cooling system was properly functioning. When my parents put a contract on the house in August, the house was cool and comfortable in some very hot southern summertime weather. The air conditioning system continued functioning throughout the end of the summer until the heating season arrived. Fast forward to late spring 2015 when my parents went to turn on their air conditioning system and it was blowing out only warm air. Knowing they had a one-year policy to cover the HVAC system, they contacted APHW to find out how to handle a repair. One of the best aspects of APHW starts here. Not only do they handle warranty service problems 24/7, they put you on the phone with an actual person somewhere in the United States. So you?re dealing with someone who knows the ?lay of the land? on some level. After issuing a ticket number for the problem, you are then free to use a service company of your choosing to diagnose the problem. There is a specified system to then follow to get approval for those repairs, but APHW makes it very clear what steps must be taken. In my parents? case, there was some question about repairs which appeared not to have been attended to by the previous homeowner ? a kind of pre-existing condition which then became a subject of discussion with APHW. After looking at the details of the case, however, and examining the repairs which had been undertaken by the original owner, in addition to also considering the fact that the air conditioning system had been working for months after my parents bought the home, APHW agreed that the warranty would cover the HVAC system, and as such, a portion of the air conditioner replacement cost would be covered. Anyone who has ever had any kind of insurance ? whether for health, home, auto, etc. knows how much documentation is required before any insurer will honor a policy. APHW is no exception to this. That said, once presented with all the facts, they did the right thing and covered not just a smaller repair amount which would have been only a temporary fix to the problem, but they actually endorsed replacing the entire HVAC system and paid for a portion of that which was a much higher amount overall than just a temporary repair to a coil would have cost. I believe the representative actually took into account my parents? ages and understood our concerns for their long term well-being and comfort. The APHW policy which came with their house was a security blanket for them, and APHW acknowledged the value of that in making their reimbursement decision. It's nice to know there are still companies in America which put a human face on their service and their customers and actually 'do the right thing.
Laura C.
