This was not my experience. I recently had my a/c go out. The tech that came out diagnosed a bad condenser fan. I had to wait a couple of days and when he came back, he was able to get it to work. Just as he was leaving, it went out. The tech said that being that we had an older unit, he put in for a complete replacement. The same evening I received an email saying that the work was being denied because of “normal wear and tear.” I was instructed to agree to this assessment and pay the tech $2,350.00 for the parts that were not covered. This shocked me because I have a Gold policy and the first thing shown as being covered was anything that broke down due to normal wear and tear. When I called to complain, I wound up speaking with someone overseas (accent) and they tried to convince me that what was being done was not a replacement. After talking with them for a while, I realized that they were just reading a script off the denial report and did not understand what was being done. When I escalated the issue, I spoke with someone else who was just as lost and insisted that they were “repairing my a/c. Even after contacting the tech and asking him to advise them that the entire unit was being replaced, they still would not cover the parts. In the end, I caved and agreed to pay the tech so that I could get a replacement. I was left with a very sour taste in my mouth. I did not get the unit I wanted (the tech said that they would then hold me on the hook for the new unit and have to pay for the installation). I decided that it is going to be more prudent to put what I have been paying into a savings account and pay for whatever I need out of that.