LAS VEGAS, Nev. (FOX5) – A Las Vegas family reached out to FOX5 for help with their home warranty after they have had no air conditioning for 24 days.
The Better Business Bureau of Southern Nevada says delayed repairs are the most common concern surrounding home warranties.
The family has been waiting for repairs through a provider or subcontractor assigned by their home warranty, Cinch. Temperatures have soared well into the triple digits throughout the month of June, and up to 112 degrees on Monday.
“I’ve been very patient. But I don’t know how much longer my body can take it. I mean, we need AC today,” said Sandra Torres. “If someone out there can help us. I don’t wish this on anyone. This is very hard. Extremely hard. It’s an oven in here,” she said. Her husband works the night shift and has to sleep during the hottest part of the day, while Torres has a medical condition aggravated by heat.
The AC went out June 1, and the family immediately reported the problem. On June 3, the problem was diagnosed by a repair crew. By the 17th, workers came to the home to make freon repairs—but the next day, the problem returned and the AC went out again.
The couple tells FOX5, they waited for word on the next steps for parts and repairs, but the delays grew frustrating as the temperature soared.
Monday, the couple said a replacement unit was approved by their plan– but once they called the assigned provider, the crew said they didn’t have the equipment and had to order it.
Monday evening, Cinch sent FOX5 the following statement, promising relief and repairs soon:
“A service provider visited the Torres’ home and diagnosed that the unit needed freon and a leak in the evaporator needed to be repaired. The initial repair was completed on June 17, however, the next day the customer informed us that the unit was not working again. The service provider visited less than 24 hours later and determined that the unit had a shorted compressor and condenser fan motor. The parts were immediately ordered but had a shipping estimate of up to seven days. To expedite the repair, our team located parts locally and are working with the customer to get them installed as soon as possible.”
The Better Business Bureau of Southern Nevada tells FOX5 delays with items such as AC repairs can happen in the summer “busy” season—and some providers or contractors are slammed.
“You have a home warranty company, and something goes wrong. They’re not the ones coming out to fix the problem. They’re sending a subcontractor to come out and fix the problem. There are times that contractor may be too busy,” said Rhonda Mettler with the BBB of Southern Nevada, who explains that home warranties utilize a network of contractors to fulfill claims.
The BBB provides the following advice:
º Always research the subcontractor or provider who gets assigned to your claim. “It’s very important for consumers to do their due diligence, and check out a business before having them come to your home. Make sure that their license is still you know, active and they don’t have any infraction,” Mettler said.
º Problems or delays? Request another subcontractor. Mettler said its important that homeowners exercise their right to request someone else if something goes wrong. “This is your home. You want to protect it and you want to take care of it,” Mettler said, urging homeowners to be a “squeaky wheel” to get results if necessary.
º Get your A/C serviced before the summer months. Since contractors are often slammed with plenty of requests, having an inspection or repairs done months in advance will save you the headache of urgent requests with possible service or shipping delays.
º Got a serious problem? Report it. The BBB urges you to contact them for any assistance with your home warranty company. You can also report any serious issues to the Nevada Department of Insurance.
For more information, click here: BBB and Home Warranty
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