Aegis Home Warranty Group

Dear Sir or Madam:Thank you for alerting us of Ms [redacted] 's experience with our company.? We regret any misunderstanding of our company's product and its offerings.? First and foremost, our company does not wish to have any of our customers have a negative experience with us.? Thus, please know that, upon receipt of this notification from the Revdex.com, Aegis Home Warranty Group immediately cancelled the policy Ms [redacted] purchased and refunded her $295.While we truly want Ms [redacted] to be satisfied and, are happy to refund her down payment, we do wish the Revdex.com to be aware of the following facts, as our company strives to? be transparent and cautious, as we know other companies might not have standards as high as ours in their communications with their customers.Ms [redacted] indicated in her complaint to the Revdex.com that an Aegis Home Warranty agent represented that a home warranty policy was "required" by Ms [redacted] 's reverse mortgage company because Ms [redacted] 's home is years old.? Please know that Aegis Home Warranty does not agree to this statement.? Our company's agents are trained to merely ask a potential customer if the customer is experiencing any home or appliance issues covered by one of our warranties due to the age of the home.? Our agents do not use language that implies or states that any policy we offer is "required".Ms [redacted] also stated that the policy she purchased cost $as a down payment, and then monthly payments of $for three years.? Such a plan would result in Ms [redacted] paying approximately $13,after the expiration of three years.? Thus, this information is not correct.? Rather, Ms [redacted] is correct that the down payment amount of $- which is the only amount paid by Ms [redacted] to our company - is the initial payment.? Then, Ms [redacted] would pay $for a period of months, totaling $3,(plus $= $3,495) for a three-year policy (not three years of payments).? Finally, we regret confusion when Ms [redacted] 's son called to cancel the policy.? During the first call, Ms [redacted] 's son did not identify himself as her son, only her caretaker and legal guardian.? Our company does have a policy to speak with the policy purchaser.? Of course, we would have accommodated Ms [redacted] 's legal guardian.? When our agent transferred the call for assistance, the call did disconnect.? We later learned that a voice message from Ms [redacted] 's son went unanswered, and we regret that the call was not returned in accordance with our internal response policies.? This case has been used as a learning experience for our customer service representatives monitoring the call lines.To conclude, Aegis Home Warranty has no issue cancelling the policy and refunding Ms [redacted] the $down payment she placed with us.? Ms [redacted] 's policy is now cancelled and our company overnighted her refund check back to her.? Attached to this response is a copy of the overnight carrier confirmation (Confirmation # [redacted] ).? Additionally, one of our company's executives called Ms [redacted] on December 5, to apologize for any confusion regarding the policy and reiterate that the policy is not required.? We explained that we regretted the mregarding her son's voice message as there was no malicious intent, our policies and practices simply failed in this instance.? Ms [redacted] was gracious and appreciated the refund of her down payment.Please know that Aegis Home Warranty representatives are trained, aware and pro-active with all consumers, and our business is intended to care for loved ones of all ages and needs.? Our company interacts with a variety of people at different times in their lives, so we pay special attention and ensure careful and clear communications.? Our company is familiar and responsive to requests from consumer's loved ones and powers-of-attorney and our company has, and will continue, to comply with clarifications of the policy, cancellations of the policy or whatever the need or question might be.? We remain, apologetic for the discomfort our lack of communication caused to Ms [redacted] and her son, and available to respond to any further questions from Ms [redacted] , her son, and the Revdex.com.Thank you for the opportunity to respond and thank you for bringing this matter to our attention.? We are confident that, had our communications policies not failed us, we would have been able to rectify Ms [redacted] and her son's cancellation of the policy and refund directly with them

Dear Sir or Madam:Thank you for allowing Aegis Home Warranty (AHW) the opportunity to respond to this complaint First, we wish to note that the date that [redacted] states as the date on which she encountered the alleged problem was March 9, 2018, not January [redacted] called in and set up her policy with AHW on September 19, The AHW records show that our representative went through [redacted] 's policy in detail After agreeing to the policy, [redacted] agreed to the down payment of $295, and the financed payment amount of $for months Six months later, AHW received a "payment declined" at the time of the due date of the monthly payment Thus, AHW contacted [redacted] regarding the declined payment When AHW Customer Service spoke with [redacted] , she had reservations about keeping her policy Our team members built value in the coverage and [redacted] asked for a new policy booklet to be sent so that she could review it again [redacted] was happy with the new booklet and information; however, she did not want to make up her declined monthly payment on the call The AHW representative said that AHW would follow up regarding the declined payment Approximately two weeks after the new policy was sent to [redacted] , our customer service representative contacted [redacted] again and left a voice message to return the call to catch her monthly payments back up Our representative then spoke with [redacted] on March 29, to collect the payments and find out if she received her new policy booklet [redacted] remained upset about the requirement to make the monthly payments As trained, the AHW customer service representative attempted to assist [redacted] with the monthly payment to make it affordable for her budget [redacted] became upset at this point and demanded to cancelThus, our representative provided [redacted] with the cancellation procedure.On April 5, 2018, AHW received [redacted] 's cancellation letter AHW cancelled the policy and issued [redacted] a prorated refundAHW takes pride in training and managing its team to provide quality solutions and information to our customer to show that AHW is different from its competitors in the industry We regret how [redacted] interpreted our representative's efforts to help maintain the policy; however, monthly payments are required Nonetheless, we will continue to strive to improve and perfect our customer relations experience Please know that Aegis Home Warranty representatives are trained, aware and pro-active with all consumers, and our business is intended to care for customers of all ages and budgets Our company interacts with a variety of people at different times in their lives, so we pay special attention and ensure careful and clear communications Thank you for the opportunity to respond and thank you for bringing this matter to our attention

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Dear Sir or Madam:Thank you for allowing Aegis Home Warranty (AHW) the opportunity to respond to this complaint. First, we wish to note that the date that *** *** states as the date on which she encountered the alleged problem was March 9, 2018, not January. *** *** called
in and set up her policy with AHW on September 19, 2017. The AHW records show that our representative went through *** ***'s policy in detail. After agreeing to the policy, *** *** agreed to the down payment of $295, and the financed payment amount of $for months. Six months later, AHW received a "payment declined" at the time of the due date of the monthly payment. Thus, AHW contacted *** *** regarding the declined payment. When AHW Customer Service spoke with *** ***, she had reservations about keeping her policy. Our team members built value in the coverage and *** *** asked for a new policy booklet to be sent so that she could review it again. *** *** was happy with the new booklet and information; however, she did not want to make up her declined monthly payment on the call. The AHW representative said that AHW would follow up regarding the declined payment. Approximately two weeks after the new policy was sent to *** ***, our customer service representative contacted *** *** again and left a voice message to return the call to catch her monthly payments back up. Our representative then spoke with *** *** on March 29, to collect the payments and find out if she received her new policy booklet. *** *** remained upset about the requirement to make the monthly payments. As trained, the AHW customer service representative attempted to assist *** *** with the monthly payment to make it affordable for her budget. *** *** became upset at this point and demanded to cancelThus, our representative provided *** *** with the cancellation procedure.On April 5, 2018, AHW received *** ***'s cancellation letter. AHW cancelled the policy and issued *** *** a prorated refund. AHW takes pride in training and managing its team to provide quality solutions and information to our customer to show that AHW is different from its competitors in the industry. We regret how *** *** interpreted our representative's efforts to help maintain the policy; however, monthly payments are required. Nonetheless, we will continue to strive to improve and perfect our customer relations experience. Please know that Aegis Home Warranty representatives are trained, aware and pro-active with all consumers, and our business is intended to care for customers of all ages and budgets. Our company interacts with a variety of people at different times in their lives, so we pay special attention and ensure careful and clear communications. Thank you for the opportunity to respond and thank you for bringing this matter to our attention.

Dear Sir or Madam:Thank you for alerting us of Ms***'s experience with our company. We regret any misunderstanding of our company's product and its offerings. First and foremost, our company does not wish to have any of our customers have a negative experience with us. Thus,
please know that, upon receipt of this notification from the Revdex.com, Aegis Home Warranty Group immediately cancelled the policy Ms*** purchased and refunded her $295.While we truly want Ms*** to be satisfied and, are happy to refund her down payment, we do wish the Revdex.com to be aware of the following facts, as our company strives to be transparent and cautious, as we know other companies might not have standards as high as ours in their communications with their customers.Ms*** indicated in her complaint to the Revdex.com that an Aegis Home Warranty agent represented that a home warranty policy was "required" by Ms***'s reverse mortgage company because Ms***'s home is years old. Please know that Aegis Home Warranty does not agree to this statement. Our company's agents are trained to merely ask a potential customer if the customer is experiencing any home or appliance issues covered by one of our warranties due to the age of the home. Our agents do not use language that implies or states that any policy we offer is "required".Ms*** also stated that the policy she purchased cost $as a down payment, and then monthly payments of $for three years. Such a plan would result in Ms*** paying approximately $13,after the expiration of three years. Thus, this information is not correct. Rather, Ms*** is correct that the down payment amount of $- which is the only amount paid by Ms*** to our company - is the initial payment. Then, Ms*** would pay $for a period of months, totaling $3,(plus $= $3,495) for a three-year policy (not three years of payments). Finally, we regret confusion when Ms***'s son called to cancel the policy. During the first call, Ms***'s son did not identify himself as her son, only her caretaker and legal guardian. Our company does have a policy to speak with the policy purchaser. Of course, we would have accommodated Ms***'s legal guardian. When our agent transferred the call for assistance, the call did disconnect. We later learned that a voice message from Ms***'s son went unanswered, and we regret that the call was not returned in accordance with our internal response policies. This case has been used as a learning experience for our customer service representatives monitoring the call lines.To conclude, Aegis Home Warranty has no issue cancelling the policy and refunding Ms*** the $down payment she placed with us. Ms***'s policy is now cancelled and our company overnighted her refund check back to her. Attached to this response is a copy of the overnight carrier confirmation (Confirmation #***). Additionally, one of our company's executives called Ms*** on December 5, to apologize for any confusion regarding the policy and reiterate that the policy is not required. We explained that we regretted the mregarding her son's voice message as there was no malicious intent, our policies and practices simply failed in this instance. Ms*** was gracious and appreciated the refund of her down payment.Please know that Aegis Home Warranty representatives are trained, aware and pro-active with all consumers, and our business is intended to care for loved ones of all ages and needs. Our company interacts with a variety of people at different times in their lives, so we pay special attention and ensure careful and clear communications. Our company is familiar and responsive to requests from consumer's loved ones and powers-of-attorney and our company has, and will continue, to comply with clarifications of the policy, cancellations of the policy or whatever the need or question might be. We remain, apologetic for the discomfort our lack of communication caused to Ms*** and her son, and available to respond to any further questions from Ms***, her son, and the Revdex.com.Thank you for the opportunity to respond and thank you for bringing this matter to our attention. We are confident that, had our communications policies not failed us, we would have been able to rectify Ms*** and her son's cancellation of the policy and refund directly with them

Thank you for bringing your concern to our attention and we appreciate the opportunity to respondWe understand that you feel the marketing material is inappropriate, misleading and seems to be a scare tacticWhile we believe the materials comply with applicable laws, we are taking your reaction
into account and we are working diligently to modify the verbiage on the particular marketing piece you received so that consumers feel this is an honest and non-misleading letter We take consumer feedback such as your seriouslyThe lender information is intended to reference the lien holder for the named propertyIt is not our intention to convey anything misleadingAs you know, banks typically do not offer service contracts for their customers Our marketing department does not, nor will it ever, intentionally target or market to senior citizens or senior communitiesOur company only markets extended coverage for a Revdex.com Accredited, A+ rated administrator Our company has collectively paid over million dollars in repair claims for its customers in just the last year alone. For over years, our team has proudly offered our company's servicesWe have removed you from our mailing list and apologize for any inconvenience this has caused you

Thank you for allowing Aegis Home Warranty (AHW) the opportunity to respond to this complaint. First and foremost, AHW apologizes for the confusion caused to Ms***. Second, Ms*** account has been cancelled and her refund check was sent to her. AHW would like to take
this opportunity to correct some of the statements within Ms***'s daughter's complaint, as follows: The AHW marketing pieces do not state that any current or existing homeowner's policy has expired. Additionally, we train our AHW agents to build value and be professional. Customers are never bullied by AHW representatives to purchase a policy. Our agents go through a detailed outline of the policy during the call and read, verbatim, a transaction validation recap script to make sure the customers are clear about their purchase and the cost of the policy. Ms*** paid an initial payment of $to be followed with monthly payments of $177.67. The policy term is months - but, not the payments. Ms*** herself contacted us on January 11, at 9:21am to cancel her policy, which was the same day that she called to set up her policy. Ms*** asked to post-date her payment. Our Customer Service representative advised Ms*** that she already made her initial payment, which resulted in a confirmation number for her purchase during the Transaction Validation recap on the phone call. Ms*** was advised that her policy would be mailed to her. Customer Service returned Ms***'s daughter's phone call on January 23, at 10:25am, and informed us of her filing of this notice with the Revdex.com. At that time, the AHW customer service representative provided the cancellation policy, the policy was subsequently cancelled, and Ms*** was refunded her initial payment of $on Feb1, 2018.Aegis Home Warranty takes pride in training its team to provide quality warranties with integrity and information given to its customers to show that AHW is different than its competitors in its industry. When a customer contacts AHW in response to a marketing piece, our agents have no way of knowing the age or other details about the inquiring consumer. Our Transaction Validation process is used to ensure each consumer fully understands and agrees to his or her purchase. Thank you for the opportunity to respond and thank you for bringing this matter to our attention

Dear Sir or Madam:Thank you for alerting us of Ms***'s experience with our company. We regret any misunderstanding of our company's product and its offerings. First and foremost, our company does not wish to have any of our customers have a negative experience with us. Thus,
please know that, upon receipt of this notification from the Revdex.com, Aegis Home Warranty Group immediately cancelled the policy Ms*** purchased and refunded her $295.While we truly want Ms*** to be satisfied and, are happy to refund her down payment, we do wish the Revdex.com to be aware of the following facts, as our company strives to be transparent and cautious, as we know other companies might not have standards as high as ours in their communications with their customers.Ms*** indicated in her complaint to the Revdex.com that an Aegis Home Warranty agent represented that a home warranty policy was "required" by Ms***'s reverse mortgage company because Ms***'s home is years old. Please know that Aegis Home Warranty does not agree to this statement. Our company's agents are trained to merely ask a potential customer if the customer is experiencing any home or appliance issues covered by one of our warranties due to the age of the home. Our agents do not use language that implies or states that any policy we offer is "required".Ms*** also stated that the policy she purchased cost $as a down payment, and then monthly payments of $for three years. Such a plan would result in Ms*** paying approximately $13,after the expiration of three years. Thus, this information is not correct. Rather, Ms*** is correct that the down payment amount of $- which is the only amount paid by Ms*** to our company - is the initial payment. Then, Ms*** would pay $for a period of months, totaling $3,(plus $= $3,495) for a three-year policy (not three years of payments). Finally, we regret confusion when Ms***'s son called to cancel the policy. During the first call, Ms***'s son did not identify himself as her son, only her caretaker and legal guardian. Our company does have a policy to speak with the policy purchaser. Of course, we would have accommodated Ms***'s legal guardian. When our agent transferred the call for assistance, the call did disconnect. We later learned that a voice message from Ms***'s son went unanswered, and we regret that the call was not returned in accordance with our internal response policies. This case has been used as a learning experience for our customer service representatives monitoring the call lines.To conclude, Aegis Home Warranty has no issue cancelling the policy and refunding Ms*** the $down payment she placed with us. Ms***'s policy is now cancelled and our company overnighted her refund check back to her. Attached to this response is a copy of the overnight carrier confirmation (Confirmation #***). Additionally, one of our company's executives called Ms*** on December 5, to apologize for any confusion regarding the policy and reiterate that the policy is not required. We explained that we regretted the mregarding her son's voice message as there was no malicious intent, our policies and practices simply failed in this instance. Ms*** was gracious and appreciated the refund of her down payment.Please know that Aegis Home Warranty representatives are trained, aware and pro-active with all consumers, and our business is intended to care for loved ones of all ages and needs. Our company interacts with a variety of people at different times in their lives, so we pay special attention and ensure careful and clear communications. Our company is familiar and responsive to requests from consumer's loved ones and powers-of-attorney and our company has, and will continue, to comply with clarifications of the policy, cancellations of the policy or whatever the need or question might be. We remain, apologetic for the discomfort our lack of communication caused to Ms*** and her son, and available to respond to any further questions from Ms***, her son, and the Revdex.com.Thank you for the opportunity to respond and thank you for bringing this matter to our attention. We are confident that, had our communications policies not failed us, we would have been able to rectify Ms*** and her son's cancellation of the policy and refund directly with them

Thank you for allowing Aegis Home Warranty (AHW)? the opportunity to respond to this complaint.? First and foremost, AHW apologizes for the confusion caused to Ms***.? Second, Ms*** account has been cancelled and her refund check was sent to her.? AHW would like to take
this opportunity to correct some of the statements within Ms***'s daughter's complaint, as follows:? The AHW marketing pieces do not state that any current or existing homeowner's policy has expired.? Additionally, we train our AHW agents to build value and be professional.? Customers are never bullied by AHW representatives to purchase a policy.? Our agents go through a detailed outline of the policy during the call and read, verbatim, a transaction validation recap script to make sure the customers are clear about their purchase and the cost of the policy.? Ms*** paid an initial payment of $to be followed with monthly payments of $177.67.? The policy term is months - but, not the payments.? Ms*** herself contacted us on January 11, at 9:21am to cancel her policy, which was the same day that she called to set up her policy.? Ms*** asked to post-date her payment.? Our Customer Service representative advised Ms*** that she already made her initial payment, which resulted in a confirmation number for her purchase during the Transaction Validation recap on the phone call.? Ms*** was advised that her policy would be mailed to her.? Customer Service returned Ms***'s daughter's phone call on January 23, at 10:25am, and informed us of her filing of this notice with the Revdex.com.? At that time, the AHW customer service representative provided the cancellation policy, the policy was subsequently cancelled, and Ms*** was refunded her initial payment of $on Feb1, 2018.Aegis Home Warranty takes pride in training its team to provide quality warranties with integrity and information given to its customers to show that AHW is different than its competitors in its industry.? When a customer contacts AHW in response to a marketing piece, our agents have no way of knowing the age or other details about the inquiring consumer.? Our Transaction Validation process is used to ensure each consumer fully understands and agrees to his or her purchase.? Thank you for the opportunity to respond and thank you for bringing this matter to our attention.? ? ?

Thank you for allowing Aegis Home Warranty (AHW)? the opportunity to respond to this complaint.? First, we wish to note that, despite the filing of this complaint by Ms***, we have been working with Ms*** directly and to her satisfaction.? Ms*** indicated her desire to
withdraw this filing, however, the process to do so is cumbersomeAHW reviewed the process Ms*** followed to use the home warranty she purchased.? By all accounts, both Ms***’s requests and the process AHW follows to commence a repair under the warranty plan were properly followed and properly executedDespite all processes being correctly in place, the system broke down and caused Ms*** the inconvenience reported here when the repair facility failed to send the invoice in a timely fashion.? This failure by the repair facility set of a chain of adverse events for Ms***.? Unfortunately, as the broker of the policy, AHW does not have actual control of the administrators who are fulfilling the insurance claim process.? Regardless of where the system failed, AHW accepts responsibility for Ms***’s experience.? As such, we have been working with Ms*** to resolve this for her.? We are actively working with all parties to adjudicate this process, continue to improve the efficiency of the process and learn from this situationHopefully, even in situations such as this that are out of AHW’s control, we can help parties who facilitate the work under the warranty identify ways to avoid invoices or other administrative steps slipping through the cracks Daily, our Customer Service Agents are in contact with Ms*** working on a satisfactory resolutionSo far, Ms*** has been reimbursed $1,from the administrator, AHW reimbursed her $145,? reduced her Policy Premium $773, and lowered her monthly payments.? Ms*** has expressed a great deal of gratitude for us stepping back in and satisfaction with the resolution.? Ms*** wishes to retract this filing, however, we can appreciate that such process may also be time consuming.? Regardless, AHW expresses its sincere apologies to Ms*** for this inconvenience and we will continue to work with her and the parties involved for a full and complete resolution.? It is important to AHW that our customers are grateful to have their home warranty coverage with us, knowing we stand behind our policies 110%Thank you for the opportunity to respond and thank you for bringing this matter to our attention.?

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Dear Sir or Madam:Thank you for allowing Aegis Home Warranty (AHW) the opportunity to respond to this complaint.  First, we wish to note that the date that [redacted] states as the date on which she encountered the alleged problem was March 9, 2018, not January.  [redacted] called...

in and set up her policy with AHW on September 19, 2017.  The AHW records show that our representative went through [redacted]'s policy in detail.  After agreeing to the policy, [redacted] agreed to the down payment of $295, and the financed payment amount of $172.01 for 18 months.  Six months later, AHW received a "payment declined" at the time of the due date of the monthly payment.  Thus, AHW contacted [redacted] regarding the declined payment.  When AHW Customer Service spoke with [redacted], she had reservations about keeping her policy.  Our team members built value in the coverage and [redacted] asked for a new policy booklet to be sent so that she could review it again.  [redacted] was happy with the new booklet and information; however, she did not want to make up her declined monthly payment on the call.  The AHW representative said that AHW would follow up regarding the declined payment.  Approximately two weeks after the new policy was sent to [redacted], our customer service representative contacted [redacted] again and left a voice message to return the call to catch her monthly payments back up.  Our representative then spoke with [redacted] on March 29, 2018 to collect the payments and find out if she received her new policy booklet.  [redacted] remained upset about the requirement to make the monthly payments.  As trained, the AHW customer service representative attempted to assist [redacted] with the monthly payment to make it affordable for her budget.  [redacted] became upset at this point and demanded to cancel. Thus, our representative provided [redacted] with the cancellation procedure.On April 5, 2018, AHW received [redacted]'s cancellation letter.  AHW cancelled the policy and issued [redacted] a prorated refund. AHW takes pride in training and managing its team to provide quality solutions and information to our customer to show that AHW is different from its competitors in the industry.  We regret how [redacted] interpreted our representative's efforts to help maintain the policy; however, monthly payments are required.  Nonetheless, we will continue to strive to improve and perfect our customer relations experience.  Please know that Aegis Home Warranty representatives are trained, aware and pro-active with all consumers, and our business is intended to care for customers of all ages and budgets.  Our company interacts with a variety of people at different times in their lives, so we pay special attention and ensure careful and clear communications.  Thank you for the opportunity to respond and thank you for bringing this matter to our attention.

Thank you for bringing your concern to our attention and we appreciate the opportunity to respond. We understand that you feel the marketing material is inappropriate, misleading and seems to be a scare tactic. While we believe the materials comply with applicable laws, we are taking your reaction...

into account and we are working diligently to modify the verbiage on the particular marketing piece you received so that consumers feel this is an honest and non-misleading letter.  We take consumer feedback such as your seriously. The lender information is intended to reference the lien holder for the named property. It is not our intention to convey anything misleading. As you know, banks typically do not offer service contracts for their customers.    Our marketing department does not, nor will it ever, intentionally target or market to senior citizens or senior communities. Our company only markets extended coverage for a Revdex.com Accredited, A+ rated administrator.  Our company has collectively paid over 50 million dollars in repair claims for its customers in just the last year alone.  For over 35 years, our team has proudly offered our company's services. We have removed you from our mailing list and apologize for any inconvenience this has caused you.