American Home Shield [AHS] review: Denied service claim

Good Evening,

I am an American Home Shield policy holder and recently had some plumbing issues in my home. The problem began on 8/13/23. The hot water to two of our sinks and our main shower lost pressure. I immediately submitted a claim through the website. A company from Athol, Idaho was assigned to the request (we live in Spokane Valley, WA approximately 35 miles away). The appointment was set for 8/17/23. When the plumbers arrived they spent exactly 6 minutes in my home before saying that they had no idea what was wrong and that they were going to have the job reassigned. They then went to their truck, called who I am assuming was AHS and left without discussing anything further. The request was indeed reassigned to Elevated Plumbing from Couer d'Alene, Idaho. They called and could not come out any sooner than 8/22/23. Luckily at this point one shower in the house is still working.

The plumber from Elevated came out and after some time stated that he would need to call AHS to have the work approved.

I was called yesterday afternoon and told that the claim was denied based on the report from the plumber. The note for three faucets affected stated "secondary damage of debris from water heater" and on one faucet report failure reason was noted "normal wear and tear". Here is where my confusion lies, the water heater is only two years old. When I called with questions regarding the denial I was told that AHS only covers normal wear and tear, which was clearly stated in the report but on only one faucet. I cannot understand how damage is coming from a two year old water heater. I have also reviewed my contract and cannot find anywhere where this is clearly stated.See below:

4. PLUMBING COVERED: Leaks and breaks of water, drain, gas, waste or vent lines – Toilets and related mechanisms, toilet wax ring seals, faucets, shower heads, shower arms, valves for shower, tub, and diverter, angle stops, risers and gate valves (similar features of finish and style used when replacement is necessary) – Hose bibs – Basket strainers – Permanently installed sump pumps (ground water only) – Built-in bathtub whirlpool motor, pump, and air switch assemblies – Pressure regulators – Expansion tanks – Sewage ejector pump (septic system sewage ejector pumps are not covered unless optional coverage H.3 is purchased) – Clearing of sink, bathtub, shower, and toilet stoppages – Clearing of mainline drain and sewer stoppages through an accessible cleanout up to 100 feet from access point – Clearing of lateral drain line stoppages up to 100 feet from access point including accessible cleanout, p-trap, drain or overflow access points. NOT COVERED: Stoppages caused by collapsed, damaged or broken drain, vent or sewer lines outside the home’s main foundation – Lines broken, infiltrated or stopped by roots or foreign objects, even if within the home’s main foundation – Bathtubs – Sinks – Showers – Shower enclosures and base pans – Toilet lids and seats – Jets – Caulking or grouting – Septic tanks – Water filtration/purification system – Holding or storage tanks – Saunas or steam rooms – Costs to locate or access cleanouts not found or inaccessible, or to install cleanouts – Access through roof vents. NOTE: Where covered repairs require access to plumbing, AHS will provide access to plumbing only through unobstructed walls, ceilings or floors, and will return access openings to a rough finish. If the plumbing is accessible only through a concrete floor, wall or ceiling, AHS will pay up to $1000 per contract term for access, diagnosis, repair, or replacement of such plumbing, including returning access openings to a rough finish. Customer is responsible for payment of any costs in excess of $1,000.

At this point I will need to contact a plumber and incur the costs of said plumber on my own and continue to hold out hope that the hot water in our second shower does not malfunction causing my family of three to be forced to seek alternative living accommodations as my husband who has a cardiac condition cannot be subjected to the shock of cold showers.