EXTENDED SERVICE AGREEMENTS

New from
American Home Shield
HEATING AND AIR CONDITIONING
5-YEAR LABOR
EXTENDED
SERVICE
AGREEMENTS
Customer
Guide
Last updated June 2012
© 2012 American Home Shield Corporation and its licensed subsidiaries.
TABLE OF CONTENTS
About Extended Service Agreements................................................................................................................................3
What Is Covered..........................................................................................................................................................................4
What Is Not Covered.................................................................................................................................................................5
What To Do If You Need Heating And Air Conditioning Repairs.............................................................................6
Renewable Coverage.................................................................................................................................................................6
Maintenance..................................................................................................................................................................................7
Repair Or Replacement Policy/Authorization..................................................................................................................7
About American Home Shield...............................................................................................................................................8
Frequently Asked Questions............................................................................................................................................9-10
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HEATING AND AIR CONDITIONING 5-YEAR
LABOR EXTENDED SERVICE AGREEMENTS
FROM AMERICAN HOME SHIELD
A new heating and air conditioning system is a big investment for any
homeowner. It makes sense to help protect yourself from labor expenses
in the event of malfunctions caused by normal wear and tear.
A 5-year labor Heating and Air Conditioning Extended Service Agreement (ESA) works in
conjunction with your manufacturer’s warranty to give you financial protection for one of your
home’s most expensive systems. ESAs from AHS include standard labor costs for covered heating
and air conditioning components while your manufacturer’s warranty covers stated parts repair and
replacement for 5 years. Certain conditions, limitations and exclusions apply. Please carefully read the
Extended Service Contract for full coverage details.
In addition to budget protection, our ESA offers service convenience and reliability. If you experience
a covered heating and air conditioning breakdown, you’ll know who to call. AHS ESA customers have
a dedicated toll-free support line at 855 222 0748 or email [email protected] 24/7, 365
days a year.
You’ll receive a copy of your contract and information you need to understand your coverage,
exclusions to coverage* and how the program works. And, if you decide to sell your home during the
coverage period, the agreement is fully transferrable (free of charge) to the new homeowner which
makes it a great real estate marketing tool.
As a homeowner with a lot of responsibilities and obligations, your time and budget can be stretched
to the limit. Wouldn’t it be nice to have one less thing to think about? A Heating and Air Conditioning
ESA from AHS is a smart, simple solution. Worry less. Live more.
* Exclusions to coverage are listed on page 5.
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What Is Covered
Most brands of heating and air conditioning
equipment. See list of eligible products below.
The recapture and disposal of refrigerant, if
necessary.
New residential heating and air conditioning
equipment under 5 tons installed in single family
dwellings.
An AHS ESA may be purchased up to 60 days
from the original equipment installation date
for new equipment only and according to the
coverage terms outlined in the contract. All ESA
contract applications are subject to approval
by AHS before the contract is effective. If the
contract is approved, these coverage details
and dates apply:
All equipment must be the same brand as the
manufacturer of the system and must be fully
functioning and installed at the same time at
the property address listed on the contract.
We cover a wide range of equipment types
including electric, gas and oil.
Furnaces, 410A condensing units, heat pumps,
boilers and package units.
Standard labor costs for repair and replacement
of covered air conditioning and heating
components, including: all internal components
of the covered unit (except for items specifically
listed as “Not Covered”).
Thermostats, humidifiers and dehumidifiers,
if they are part of the standard equipment
provided by the manufacturer of the covered
unit.
This coverage begins on the 91st day after
the installation of the covered unit; the
installing contractor is required to provide
a 90-day labor warranty from the date of
installation. AHS will not be responsible
for any cost associated with repair or
replacement of the covered unit during the
initial 90-day period.
The expiration date for 5-year Extended
Service Agreement contracts is five years
from the original installation date.
410A Refrigerant on repairs.
* Even if a particular brand or equipment is covered, other circumstances may result
in a malfunction not being covered. See page 5 for exclustions to coverage.
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What Is Not Covered
Commercial and industrial equipment, units which contain R-22 refrigerant, window and portable units
and generators, fireplaces and grain, pellet or wood heating units, chillers, electronic air cleaners, water
heaters, batteries, filters and other items that are intended to be used up periodically, automatic transfer
switches, cosmetic or other defects that do not affect the primary function of the covered unit, any
item that is not standard equipment provided by the manufacturer of the covered unit and that was not
included in the original installation.
Costs of parts, shipping, or handling of manufacturer recommended maintenance, premium or overtime
labor charges.
Labor or other costs associated with repairs or replacements required when the malfunction is caused by:
• Improper installation or improper repair of the covered unit or its components, missing components,
parts or equipment, the covered unit being oversized or undersized in relation to the square footage of
the area being heated and cooled
• Repair or replacement of defective items, that have been determined to be defective, or for which a
warning has been issued, by the Consumer Product Safety Commission or for which a manufacturer has
issued a warning, recall or determination of defect
• Obstructed access to the equipment or controls
• Illegal repairs or replacements that would violate or which are required to comply with any law,
regulation, ordinance, building or zoning code, or decree of a government agency
• Repairs or replacements involving hazardous or toxic materials, mold, mildew, bio-organic growth, rot,
fungus, or pest damage
• Lack of routine or special maintenance according to the manufacturer’s instructions or recommended
by the manufacturer
Repairs or replacements when the malfunction is due to:
• Misuse, abuse, or mistreatment including removal of parts, damage by people, pests, grass clippings
and other materials on the outside of the condensing unit, or pets, or use of improper or contaminated
refrigerants, accidents, fire, freezing, water damage, electrical failure or surge, or interruption in or
inadequate electrical service, lightning, mud, earthquake, soil movement, storms, or acts of God,
corrosion caused by the use of inferior or problematic building materials
Secondary incidental and/or consequential loss or damage resulting from the malfunction of any covered
item or a service contractor’s neglect or delay in providing or failing to provide repair and replacement of
such an item, including:
• Loss of income, utility bills, additional living expenses, personal and/or property damage
Any delay in service or failure to provide service beyond American Home Shield’s control
Any cost covered by a manufacturer’s or service contractor’s warranty
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WHAT TO DO IF YOU NEED HEATING AND
AIR CONDITIONING REPAIRS
Requesting ESA service from American Home Shield is easy and convenient!
If you have a covered issue with your heating or air conditioning system malfunctioning during the
contract period, simply:
Step 1: Request service by calling AHS at 855 222 0748 any time of the day or night.
Step 2: We will contact the original contractor who installed the unit for service or another
member of our contractor network who will contact you during normal business hours to
schedule an appointment.
Step 3: If you chose the Service Fee option when you signed up, pay the low $50 Service Fee
to AHS. (if you didn’t choose the Service Fee option, no Service Fee payment is necessary)
Step 4: The contractor will service your heating or air conditioning system for the covered issue.
RENEWABLE COVERAGE
Renewals are available on the original ESA contract at the discretion of AHS and must be
implemented within 60 days before the original expiration date of coverage.
Additional Renewal Information:
Equipment cannot be covered by an extended service agreement beyond the end of the tenth
year from the original installation date.
Coverage, price, and terms are subject to change at renewal. If AHS chooses to renew a contract,
the homeowner will be notified prior to the expiration of the current contract.
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MAINTENANCE
Homeowners are responsible for operating the covered unit according to the manufacturer’s
instructions and for performing routine maintenance and any special maintenance recommended by
the manufacturer, including:
Cleaning of the condensate drain, condenser and evaporator coil
Replacing air filters
Routine or preventative maintenance is the responsibility of the homeowner and is not covered
by the Extended Service Agreement. Malfunctions caused by lack of maintenance are not covered
under the AHS ESA. Homeowners may be required to provide proof of routine and special
maintenance when requesting service under the AHS ESA.
Claims for failures caused by a lack of routine maintenance are not covered by American
Home Shield Extended Service Agreements.
REPAIR OR REPLACEMENT POLICY/
AUTHORIZATION
AHS has the sole right to determine whether labor cost are covered. The decision to cover labor cost
made by AHS at the time authorization is requested. Under no circumstance should a contractor/
dealer make an offer to repair or replace without approval from AHS.
If the unit is replaced, the existing Extended Service Agreement is fullfilled and the customer
must purchase a new Extended Service Agreement in order to have coverage on the new piece
of equipment.
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AMERICAN HOME SHIELD®
New Programs: Our extended service agreements are a new way of doing
business with American Home Shield. Participating in our ESA program is different
and independent from all other American Home Shield services.
Financial Reliability: We have a proven track record of being a financially
stable company with over 40 years of experience covering heating and air
conditioning systems.
Experience: In business since 1971 and with over 1.3 million customers nationwide, we
responded to over 1 million heating and air conditioning service requests last year.
ServiceMaster: As a business unit of the ServiceMaster Company, one of the
world’s largest residential and commercial service networks, our mission is to simplify
and improve the quality of our customers’ lives. At American Home Shield we do this
by providing flexible home repair and maintenance solutions that help you. Worry less.
Live more.
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FREQUENTLY ASKED QUESTIONS
About Heating and Air Conditioning 5-year Labor Extended Service
Agreements from American Home Shield
As the homeowner, what are my
responsibilities under the agreement?
You are responsible for performing
routine maintenance according to your
unit’s manufacturer’s instructions, as
well as for any special maintenance that
is recommended by the manufacturer.
You may be required to provide proof of
routine and special maintenance when
requesting service. Malfunctions caused by
lack of maintenance are not covered.
In addition to regular maintenance, you
are responsible for providing unobstructed
access to all covered items. AHS is not
responsible for any costs associated
with construction, carpentry, or other
modifications necessary to access,
remove, relocate, or install equipment.
Your contractor may charge you an
additional fee if any special equipment is
necessary to install or remove equipment.
including accessories, must be the same
brand as the manufacturer of the system.
Applications for ESA coverage must
be approved by AHS and payment
must be received before coverage
becomes effective.
How do I sign up?
The contractor who sold and installed your
new heating and air conditioning system
can arrange coverage for you.
What do the ESA labor costs cover?
AHS covers standard labor costs for
necessary repairs or replacements to
covered unit internal components (unless
specifically listed as “Not Covered” in the
contract), thermostats and humidifiers
and dehumidifiers if they are part of the
standard equipment provided by the
manufacturer of the covered unit and
included in the original installation
What heating and air conditioning
equipment is eligible for coverage?
Unless an exclusion applies, most new
residential heating and air conditioning
equipment with a capacity of five
tons or less that is purchased from the
manufacturer or an authorized dealer can
be covered. The covered equipment must
be fully installed and functioning at the
single family dwelling contract property
address listed on the Contract Agreement
page. Most major brands of heating and
air conditioning systems are covered if the
contract is sold on the equipment within
60 days from the date of installation. All
heating and air conditioning equipment,
What is not covered by the ESA?
See your contract for the complete list of
items that are specifically “Not Covered.”
Some of the items on that list include
manufacturer recommended maintenance,
external parts, such as wiring, drain and
refrigerant lines, venting, ducts, exhaust
lines, and connectors. The exclusions also
include cosmetic defects, maintenance
costs, improper installations, malfunctions
due to insufficient maintenance, misuse,
or any costs covered by manufacturers’
or service contractors’ warranties, among
others.
Continues next page
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FREQUENTLY ASKED QUESTIONS
What if I sell my home?
If you sell your home during the contract
period, the Extended Service Agreement
may be transferred (free of charge) to the
new buyer of the home by contacting AHS
at 855 222 0748.
How is the $50 Service Fee collected?
If you select an agreement with a Service
Fee, AHS will collect the low $50 Service
Fee prior to service being performed.
Once received, the original contractor,
or another contractor of AHS’s choice if
that contractor is not available, will be
dispatched to service your heating and
air conditioning system.
Can the contract be cancelled?
Yes, the contract can be cancelled at any
time by notifying AHS. The refund will
be prorated for the unexpired term of the
contract less any service cost incurred by
AHS and an administrative fee of $50.
Is annual maintenance required when
submitting claims?
Equipment owners are responsible for
performing routine maintenance according
to manufacturer’s instructions, as well as
for any special maintenance recommended
by the manufacturer. Owners may be
required to provide proof of routine and
special maintenance when requesting
service. Malfunctions caused by lack of
maintenance are not covered.
Does the equipment owner have any
other responsibilities?
Yes, they are responsible for providing
unobstructed access to all covered items.
AHS is not responsible for any costs
associated with construction, carpentry, or
other modifications necessary to access,
remove, relocate, or install equipment.
Contractors may charge an additional fee
if any special equipment is necessary to
install or remove equipment.
What if I have questions about my ESA?
Call the customer support line
at 855 222 0748 or email
[email protected]
24 hours a day, seven days a week.
Is my ESA renewable?
Yes. ESAs can be renewed annually at AHS’
discretion after initial 5-year term through
AHS. See the “Renewable Coverage”
section for additional details.
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