Richmond Hill veteran questions home warranty coverage after HVAC repair dispute, BBB gives advice

RICHMOND HILL, Ga. (WTOC) - A Richmond Hill veteran says a months-long struggle to repair his home’s air conditioning system has left him frustrated and questioning the value of his home warranty coverage.

John “Bryan” Hunter said his HVAC system stopped working in February, leaving him without air conditioning for months as temperatures rose.

Hunter, who has a premium home warranty plan through American Home Shield, said he believed the repair would be covered under his policy. According to Hunter, his plan requires repairs to be completed by approved vendors. In his case, the assigned contractor was May Heating and Air.

Hunter said he was initially told the repair would cost about $900, despite his understanding that the work should be covered under his warranty. Concerned about the expense, he delayed repairs while trying to determine why he was being charged.

“I got concerned after we started buying fan after fan, because when I look at the whole picture, we’ve already spent thousands just to sustain,” Hunter said.

WTOC reached out to American Home Shield twice for comment but did not receive a response. May Heating and Air said it does not comment on individual customer accounts.

Hunter said that after WTOC contacted the company, the amount he was expected to pay dropped from about $900 to around $400. He said the change raised concerns about transparency and how the original price was determined.

Despite his frustrations, Hunter ultimately moved forward with the repair and now has air conditioning in his home.

“Knowing what I know now, I would have never signed up for that service and paid for it all these years,” Hunter said. “I pay about $130 a month for it. It reminds you that companies aren’t always looking out for you — they’re looking for your money.”

Jason Belcher with the Better Business Bureau said disputes involving home warranties can be confusing when consumers’ expectations do not match the terms of their coverage.

Belcher encourages homeowners to carefully review warranty contracts before signing them.

“Never sign a warranty if you don’t understand what you are signing because after you sign it, legally then it doesn’t matter if you understood it or not,” Belcher said. “They can still hold you to the terms.”

Belcher also said consumers should be cautious if a company is unwilling to answer questions and noted that some nonprofit organizations may be able to assist homeowners facing costly repairs. For veterans, he said resources may also be available through the Department of Veterans Affairs.

Consumers who believe they have had issues with a company can file a complaint or leave a review through the Better Business Bureau.