A home warranty is a contract between a homeowner and a home warranty company that provides protection against expensive repairs or replacements. Unfortunately, many people assume that their home warranty policy covers everything, which is not true. Each policy is different and has a specific list of items that are covered and some items are not covered. If you have any questions about your policy and the items it covers, please contact your home warranty company.

Once we receive your work order from your home warranty company we will reach out to schedule an appointment. We will come out at our soonest availability to diagnose and repair the system. Sometimes parts will have to be ordered and we will have to return to do the repair. If the system needs to be replaced or the parts are out of our authorization limit we will call in the diagnosis to the home warranty and have them approve the repairs or replacement before proceeding.

Home warranty companies prefer repairs not replacements. There are some situations where a home warranty company will choose to replace equipment
instead of repairing it, these include:
● When a repair will not hold in the long run.
● When the parts are no longer available.
● When the cost of repair is more than the cost of replacement.

Air Express is a vendor, we do not work for the home warranty company. All decisions regarding your home warranty coverage are based on the terms of
your contract.

We must seek approval from the warranty company for jobs over our authorization limit and all replacements. They make the determination of
coverage and non-covered costs associated with your repair or replacement.

For certain repairs or replacements, you may be responsible for paying these non-covered costs as a homeowner. These additional costs may be
associated with:
● Accessibility
● Contract limits
● Construction or modifications
● Permits
● Code upgrades
● Disposal of equipment
● Shipping fees and/or equipment upgrades
● Refrigerant recovery
● Limitations on refrigerant costs
● Ductwork modifications on supply and return
● Missing parts
● Electrical upgrades
● Any other associated costs not covered by them
If you have any questions or issues, please contact your home warranty company directly to discuss.

American Home Shield is currently the only home warranty company we work with that offers an upgrade program. If your repair is expensive or we need to replace one piece of equipment but not another, their upgrade program gives you a credit for the cost of the repair or replacement while allowing you to purchase new equipment at their cost from their suppliers. The upgrade program benefits you by allowing you to choose the type of equipment and features you want in your home.

When there are non-covered costs associated with your job, you will be notified by the home warranty company and us. We will provide a breakdown of the costs for you. The non-covered costs will be due at the time of service.

If your claim is rejected, we can provide you with a retail estimate for the work that needs to be done to get your equipment working again.

Possible reasons for your claim being denied include but are not limited to:
● Lack of maintenance
● Improper repair by previous company or homeowner
● Power surges, tampering, abuse or neglect
● Missing parts
● Hail damage, rust, rot, corrosion, or tree roots
● Vandalism
● Acts of god
● Damage from insects, rodents, or animals

For a full list of non-covered items, please refer to your home warranty company. Some of these issues may be covered by your homeowner’s insurance, with our estimate you can contact them to see if it would be covered. If not you can decide whether to proceed with the repair out of pocket.

Below is a list of common items that may not be covered by your home warranty policy
● Permits
● Code required modifications
● Refrigerant line sets
● Plenums, duct modifications
● Flue Piping
● Flue liners
● Improper installation or repair
● Missing Parts
● Failures caused by secondary damage
● Items that are under manufacturer warranty
● Detectable pre-existing conditions

●Misuse, abuse, or mistreatment, including but not limited to, the removal of parts and damage by people, pests, or pets
● Accidents, fire, freezing, water damage, electrical failure or surge
● Acts of God
● Manufacturing defects, or design issues
● Capacity issues with drain lines, HVAC equipment, and ductwork
● Modification to the surrounding area to install HVAC equipment
Some policies have limits on refrigerants please check with your warranty company for refrigerant limits.