American Home Shield [AHS] review: Air conditioner repair

AHS was not able to locate a service contractor to assign to our claim, so we were instructed to find our own. On 7/2/23 Authorization to proceed with the repair was given by an AHS rep named "Jen". She could not locate anyone in the authorization department so she authorized the repair herself because of the expedited status and temperatures were above 110 degrees. Reimbursement was denied. We were told, "because Jen didn't have authority to approve the repair". An AHS manager confirmed all supporting documentation authorizing the repair existed in their files and verified she heard it being given by listening to the recorded call. We have spent hours on the phone speaking to different AHS representatives who acknowledge they see the authorization documented but state there is nothing they can do to issue the reimbursement because Jen was not supposed to give the authorization. As a customer, I do not have the ability to discern which AHS rep is authorized to approve a repair and which is not. If I am speaking to an AHS representative who gives me permission to act and acknowledges I will be eligible for reimbursement when it is 110 degrees outside and over 90 degrees inside, I am going to act. All AHS representative's words to their customers should be binding, especially when AHS has proof of the word spoken. We want to be reimbursed for the repair we were authorized to proceed with.