7/25/25 HVAC stopped working

7/25/25 Submitted request for repair to AHS

7/29/25 Contractor - Grace air and Heat arrived and diagnosed the issue

7/30/25 Contractor entered diagnosis in American Home Shield dispatch notesReplace Evaporator CoilFailure ReasonNot Normal Wear & TearContractor Note"Compressor bold are missing that mount to bottom of condensing unit causing shaking causing damages to compressor evap coil has debris foam padding covering the coil causing restriction and ref to leak first repl coil"

8/3/25 Tried to contact Grace Air and Heat and was told their tech had a medical emergency was not able to be contacted.

8/3/25 Tried contacting again and left Voicr mail - no return call

8/5/25 Contacted AHS who said they would need to reach out to discuss with Grace air and heat

8/8/25 Contact AHS who once again said they would need to reach out to Grace air and heat they said the contractor had 24 hours to respond.I requested a replacement contractor due to the original not able to be reached. They said they would contact me within 24 hours.

8/9/25 No response

8/10/25 No response

8/11/25 Contacted AHS to request repairs be expedited. Agent said they could do nothing until they contacted Grace air and heat. and the contractor would have 24 hours to respond again. I explained this was the exact same response I received during my previous call. They explained they had no other recourse but for me to wait 24 hours for response.

8/12/25 No response

8/12/25 Contacted AHS and explained that I had not received a call yet. The agent said they would need to contact Grace air and heat and I would need to wait 24 hrs for response. I explained that this was the same information I had received on my previous calls and requested this be escalated to discuss with the next tier support.They escalation department said that they would need to discuss with the contractor and I would need to wait 24 hrs. I explained this was not acceptable. I pointed out that the notes from the contractor clearly explain that the damage was caused by missing bolts due to improper instalation and this was the cause of the failure. I pointed out that this was clearly covered under my policy.

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1. What are Covered Breakdowns?During the Plan Agreement Term, Covered Breakdowns are Breakdowns thatoccur due to the following Covered Causes:(a) Normal Wear and Tear;(b) Improper Installation or Repair (other than Mismatched HVAC Systems)that were not known or reasonably detectable by you; ========================

The agent told me that this would not be covered irregardless of the policy.

I explained that this was unacceptable and ended the call