Aegis Home Warranty Group Reviews (%countItem)
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Aegis Home Warranty Group Rating
Address: 13801 Riverport Dr Suite 400, Maryland Heights, Missouri, United States, 63043
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This company constantly send me these fake pink solicitations saying my home warranty may or may have expired. They also do the same saying that my vehicle warranty. All this company is doing is trying to scam people with all these solicitations and it needs to stop now. With all these complaints its easy to see they pattern here.
December 3, 2019
RE: *** complaint
Aegis File No.: ***
Dear Sir/Madam:
Thank you for the opportunity to respond to *** filing.
Aegis markets and sells legitimate home service contracts with a proven record of honoring and fulfilling customer claims on such contracts. While we regret *** interpretation and reaction to the three mailers we have sent to his address, Aegis believes in the value of having a home warranty. The sense of urgency to have a home warranty in place stems from the fact that, if such a warranty is in place before the appliance breaks, then the consumer avoids paying the full cost of the repair or replacement. If a consumer knows the age or condition of an appliance is a factor that increases the likelihood of the appliance breaking, the consumer should, indeed, contact Aegis or another provider right away to ensure coverage when the appliance ultimately breaks down. Aegis offers consumers the opportunity of peace of mind once a home warranty service contract is in place.
We have removed *** name and address from the company’s mailing list. Aegis offers warranty service contracts for homes only, so any vehicle-related solicitations would have originated from another company.
We appreciate the opportunity to respond and we are hopeful this information resolves *** complaint.
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
I received a pink letter that had the name of the mortgage company that I no longer do business with. So I called to inquire of why I am receiving correspondences of such. I called their toll free number and a representative named Emma came on the phone. She commented that my mother and I had beautiful names. It was at first pleasing to speak to her. But when she started to lay out the details of my home; its square ft, when it was built ...etc... of how it may need repairs or replacement of plumbing, water heater, oven, washer/dryer, I began to "get it" that *** (as now clearly explained after the fact) that they had nothing to do with it. I told her that I understand now and it was my only concern of my call, she kept talking about the value of my home and the loss that their company would be taking if I agreed to do business with them. Again and again I told her not at this time, I cannot make this financial decision right now since I am not the only one in my home that is financially involved, so I will need to talk this over with my family and I will call her back. She continued to mention the age of my home, and reminded me that I was the "homeowner" as if to question my choices of "why wouldn't I want to protect your home... she says, "yeah I can see how important it is to you". She wouldn't let up, She told me that I can do a quick pay of five hundred ninety five and ten months of two hundred ninety three and be paid off in three years. Or I can pay two hundred ninety five with fifteen payments of two hundred fifteen -- as she was totally talking over me and undermining my initial needs and concerns. I began to get agitated and stressed for almost thirty minutes on the phone. Mind you I just started my morning. Its ten sixteen am where I am at. Unbelievable! She told me I don't qualify for a call back. I said fine. The phone call got heated up. She hung up. -- i'm shaking it off. ... Best thing about it is that I still have my money in my pocket. Goodness Gracious.... Things people to and behave to get a buck.
November 26, 2019
RE: Complaint from “***” received from Revdex.com October 30, 2019
Aegis File No. 201919
Dear Sir/Madam:
Thank you for the opportunity to respond to Ms.’s filing.
Aegis reviewed the telephone recording mentioned in Ms.’s complaint. Ms. called Aegis on October 25, 2019 inquiring about a mailer that was received.
Ms. asked the Aegis representative if Aegis is with Ms.’s former mortgage company. The Aegis representative informed Ms. that Aegis handles separate protection plans on the home’s appliances and systems. The Agent provided information related to the items covered and worked to convey to Ms. the value of having a protection plan throughout the call. Indeed, Aegis believes in the value of having a home warranty. Aegis offers consumers the opportunity of peace of mind once a home warranty service contract is in place. Near the end of the call, Ms. became upset, raising her voice at the Aegis representative. Thus, our representative advised Ms. that she was disconnecting the call before it was completed.
We regret any upset caused to Ms. as a result of her conversation with our company. Aegis is an honest company that cares about its customers and fulfills the claims on its home warranty products. Aegis continually reviews and improves the quality of our customer service calls and the information provided in our mailers to ensure a positive experience with our company, regardless of the consumer’s choice to purchase a home warranty policy. Aegis recognizes that training will continue with its customer service team members to avoid situations similar to that experienced by Ms..
Aegis removed Ms.’s name and address from the company’s mailing list. We appreciate the opportunity to respond and we are hopeful this information resolves Ms.’s complaint and informs the Revdex.com and consumers that Aegis is willing to make continued improvements and strives to provide the best customer service in its industry.
I found out they didn't cover the entire house.They only cover inside of home.I called them to tell them ,I needed to cancel the policy.I had not received the package which was the policy.They told me to wait till I received the policy in the mail.Then they told me to tear a paper that I had to sign and return to cancel the policy.When I received the supposed return of my money they said they were only refunding 57.07
Out of 197.00.They owe me 139.93.They say that I was a day late in sending it back.I need my money.They said I could have faxed it.but They didn't tell me that.Everything was done through the mail. Yr
Thank you for the opportunity to respond to ***’s filing.
Aegis reviewed the telephone recordings between *** and Aegis representatives, along with all associated customer records. *** originally called Aegis on July 22, 2019 to purchase a home protection plan. She provided credit card information authorizing an initial payment of $195.00 and subsequent monthly payments. During the conversation, there was no representation by any Aegis representative that any items on the exterior of the home were covered by a home protection plan. *** did not ask any questions about exterior-related protections. *** took notes as the Aegis representative provided details on specific items included in the protection plan such as electrical system, central air conditioning and heater, furnace, plumbing, water heater, appliances like the refrigerator, dishwasher, cooktop, oven, garbage disposal and washer and dryer.
*** called in early September 2019, confused because she believed she had purchased homeowner’s insurance through Aegis. The Aegis representative clarified the difference between homeowner’s insurance and a home protection plan that covers appliances and systems within the home. *** decided to cancel her protection plan with Aegis. The Aegis representative then stopped future payments and provided information to help *** complete the cancellation process.
***’s cancellation request was postmarked after the full refund period, as indicated within the contract. As such, a pro-rated refund of $57.07 was issued back to ***’s card on October 8, 2019.
As a courtesy, Aegis refunded the full amount paid. A check for $137.93 was mailed to *** on October 18, 2019. *** has received a full refund of all amounts paid to Aegis and the protection plan is cancelled.
I am writing on behalf of my 89 year old Aunt with early stage alzheimers. This company either threatened or tricked her into buying this insurance . So far they have taken a little over $400 from her bank account. They are preying on the elderly and need to be held responsible . I called to cancel the policy, they told me it had to be submitted in writing. They also stated they were fully accredited by the Revdex.com. Untrue
Thank you for the opportunity to respond to *** filing.
Aegis reviewed the telephone recordings between *** and Aegis' representatives, along with all associated customer records. *** called Aegis to purchase a home protection plan on August 15, 2019. Later that same day, *** called to change her mind about her purchase. However, *** had questions about the protection plan. The Aegis representative responded to *** questions and offered an additional discount, to which *** agreed. In fact, *** was thankful and even exclaimed, “can’t beat that!”.
Aegis was not aware of any medical condition of *** that might alter her decision-making abilities.
With *** permission, an Aegis representative spoke with *** niece on September 24, 2019. *** niece requested cancellation of the policy and the Aegis representative provided her with clear information regarding the cancellation process.
As of the date of the filing of the Revdex.com complaint, Aegis did not receive the cancellation form from *** or her niece to cancel the policy. As a one time exception to the cancellation policy procedures, Aegis elected to cancel the policy effective October 4, 2019. A full refund of $317.38 has been paid to ***. *** niece’s statement to the Revdex.com of an amount over $400 is not correct. Further, the Aegis representative stated that Aegis maintains an A-Rating with the Revdex.com, but did not characterize such rating as an accreditation from the Revdex.com. All future payments on *** policy are now cancelled. Aegis removed *** information from future marketing correspondence.
Aegis does not target elderly consumers. We mail all homeowners regardless of the age of the home or the age of the homeowner. Aegis is an honest company that cares about its customers and fulfills the claims on its home warranty products. Aegis continually reviews and improves its quality control reviews of our customer service calls and the information provided in our mailers to ensure a positive experience with our company, regardless of the consumer’s choice to purchase a home warranty policy.
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
The problem - I have a reverse mortgage and this company offered me insurance on all my appliances. I told the fellow "I could not afford it" but he sweet talked me and being very ***, I said yes. I called him back and told him to cancel the insurance which he refused to do. They are taking money off my credit card and they sent me a booklet with a form to fill out to cancel which I did and they are still taking money from my account.
Thank you for the opportunity to respond to Ms.’s filing.
Aegis reviewed the telephone recordings between Ms. and Aegis representatives, along with all associated customer records. Ms. purchased a home protection plan on March 25, 2019, making a down payment and authorizing subsequent monthly payments. The first and only monthly payment was processed on April 24, 2019.
On April 30, 2019, Ms. contacted Aegis to inquire about cancelling her home protection plan. After speaking with our representatives, she opted to move forward with the cancellation. Contrary to Ms.’s statement in her Revdex.com filing, our representative did not refuse to cancel Ms.’s plan. Instead, our representative walked Ms. through the booklet to locate the cancellation form and went over the process to cancel the contract. Ms. advised she would mail the form and was satisfied at the end of the call, thanking our representative.
The cancellation form was received on May 13, 2019 and a refund of $344.24 was credited back to Ms.’s card on May 31, 2019. No additional transactions have been processed, and no additional communication has been received from Ms., with the exception of this complaint.
In her Revdex.com complaint, Ms. claims Aegis is still taking money from her account. Aegis processed three total transactions to Ms.’s card: a down payment on March 25, 2019, one monthly payment on April 24, 2019, and the refund credit on May 31, 2019. A search of all transactions has confirmed this. If Ms. believes additional transactions were processed by Aegis beyond the three stated above, we would be happy to assist in reviewing the matter. We ask that she provide copies of card/bank statements showing Aegis as the payee, to ***. Ms. is also welcome to reach out to Customer Service at ***, or by sending a message on our website at
The complaint has been resolved with my satisfaction. Thank you to the Revdex.com for its help!
Pushy sales when you want to cancel they sound like a broken record saying the same sales pitch over and over and will say anything to keep your business.
You are never able to talk to the agent who signed you up. There is no direct phone number for that agent. The number listed in the booklet is for claims only not your agents phone number.
If your a senior they think your stupid and you can't just call and cancel. You have to send in a form to cancel.
If they adjust your pmts, they say one thing then still take out the 185.00 anyway. You call they will adjust it pmt but with an attitude.
When a customer is talking they keep talking and don't listen they keep telling you the benefits over and over and over. Then cop an attitude with client.
Customer service hours goes out the window. especially if your a senior who tells them to shut up so the customer can talk.
They will say anything to keep your business so they can make more money instead of canceling the warrenty with respect and dignity.
I've called 5 times to cancel from day 1. Finally I had to send in a form to both places one out of Irving tx and another out of o'fallen mo.
Every time I called they stressed me out. I could feel my blood pressure rising as I was trying to hold back my anger.
That's when a manager came on the phone reminding me of our conversation this past April.
As if I was stupid. She then copped a nasty attitude towards me as I was filling out the cancellation form in the booklet. Hmmm that's professalism? I think not.
I've had enough double talk and them sounding like a broken record thus repeating them selves of how good their customer benefits are. Thus treating me like a stupid dog.
I finally after 5 attempts was able to get it through their heads that I was dead serious that I'm canceling the contract. The manager Hung up on me angry at me.
Thank you for the opportunity to respond to Ms.’s filing.
Aegis reviewed the telephone recordings between Ms. and the Aegis customer service representatives. Ms. purchased a home protection plan on March 14, 2019, making a down payment and authorizing subsequent monthly payments of $185.39 beginning April 21, 2019.
On April 23, 2019, Ms. contacted Aegis to inquire about cancelling her home protection plan. Ms. requested a refund of the monthly payment due. The representative explained the cancellation/refund process and how it required a form to be sent and advised it would not produce the immediate turnaround on the refund that she was seeking. She also directed Ms. where to find the form in her protection plan booklet. Ms. wanted to retain the protection, but her budget was not accommodating to the payments. Our representative was able to offer a discounted rate, which would lower the monthly payments while also deferring the May payment until June. Ms. was happy with that solution and accepted.
On May 22, 2019, Ms. contacted Aegis to advise the May payment had not been deferred as originally agreed upon and the original amount of $185.39 was deducted. Our representative apologized multiple times for the error and investigated different options to help remedy the situation. The representative offered an immediate refund on the payment, or deeper discount, accounting for more than the $185.39 over time. Ms. opted to keep the previously amended plan and receive a refund for the $185.39 that was charged in error. That credit was processed back to Ms.’s card the same day.
Ms. contacted Aegis on June 5, 2019 to cancel her home protection plan. Our manager explained the process again and helped her find the cancellation form within the booklet. The manager did not hang up on Ms., as stated in the complaint. At the end of the conversation, our manager asked Ms. if she could assist with anything else. Ms. said “no”, the manager politely said, “ok, good luck and have a great day”, Ms. said “you too”, the manager said, “bye-bye”, and then the call was ended. The conversation was properly and politely ended.
The cancellation form was received on June 13, 2019 and the refund of $211.39 was credited back to Ms.’s card on June 21, 2019.
Throughout the different conversations with our representatives, Ms. shouted at our representatives and later apologized. Ms. repeatedly stated she needed the protection plan. As such, our representatives continued trying to find solutions to make it more affordable. At one point, a representative even helped Ms. locate contact information for a non-for-profit organization that provides financial assistance.
Ms. could have cancelled the protection plan at any time by sending in the cancellation form. A phone call was not required. She admittedly had the booklet in her possession and was also provided with verbal cancellation information during the April 23, 2019 conversation. While Ms. may have sent the cancellation form to two addresses, it was only necessary to send it to the address listed on the cancellation form.
We regret any upset caused to Ms. Cameron as a result of the conversations, as well as the inaccurate payment.
Aegis is an honest company that cares about its customers and fulfills the claims on its home warranty products. As such, we will continue to review and improve our quality control reviews of our customer service calls to ensure a positive experience with our company, regardless of the consumer’s choice to purchase or cancel a home protection plan.
I am writing this on behalf of my 86 year old mother, ***. I handle her finances, and I recently noticed a home warranty charge of $170 on her credit card from Aegis Home Warranty Group going back 7 months. This is completely my bad for not catching this expense from the beginning. This interesting thing about this charge is the fact my mother doesn't own a home, and she lives in a senior living facility.
For some reason, the charges stopped last month. Not long after, my mother receives a package from this company threatening to sue her, if she didn't satisfy her unpaid balance. She hasn't slept for weeks, worrying about getting a call from the promised lawyers that will go after her.
She never signed up for this warranty. There is nothing in writing. I'm sure some slick sales person could have gotten my hard-of-hearing mother to say yes, somehow. But how Aegis Home Warranty got her credit card number, I will never know.
Something is wrong when the responses to the Revdex.com complaints address they don't take advantage of elderly consumers. I read this canned response several times:
AWG does not target elderly consumers. We mail all home owners regardless of the age of the home or the age of the home owner. It is unfortunate that this customer is suffering from dementia and, if we had known that at the time the account was opened, we would not have sold her any policy.
I canceled my mother's credit card, and I'm looking forward to the next steps this company will take.
Thank you for allowing Aegis Warranty Group (“AWG”) the opportunity to respond to this complaint.
We regret any upset caused to *** or *** family members. AWG has not been contacted directly by *** or any representative on her behalf to request a refund or communicate any of these concerns to us until the filing of this complaint with the Revdex.com. We are always happy to work with customers when given the opportunity to do so. Until this complaint was received, AWG was not aware that *** did not own the home for which she purchased the warranty.
We reviewed the phone call between *** and the AWG representative from the initial purchase on May 14, 2018, when *** contacted AWG and purchased the home warranty. After the representative provided details on the warranty, its price and coverage, *** purchased the plan. *** provided her credit card information, authorized monthly payments and the warranty documentation was sent to her in the mail. During the call, the entire payment agreement was communicated thoroughly and *** authorized the charges.
In review of a subsequent inquiry made by *** on March 12, 2019, she advised our customer service representative that she wanted to cancel because she no longer lives in the home. There was no discussion on when she moved, only that she no longer lived there. The AWG customer service representative walked *** through the cancellation process with her multiple times, sent her a new booklet with a cancellation form and even offered to help walk her through completing the cancellation form once she received it. As of the date of this response to the Revdex.com, AWG has not received a cancellation form or follow-up phone call from ***.
On March 25, 2019, AWG received a disputed charge claim for two charges of $170.55 that occurred on December 14, 2018 and January 15, 2019, which were subsequently refunded to ***. At that time, the warranty was cancelled due to non-payment and no additional transactions are scheduled to process.
The accusation that AWG sent any correspondence threatening to sue *** is false. No AWG letters, mailers, packages or other correspondence in any form or media contains language threatening to sue or referencing lawyers or collection agencies in any manner. While we understand that ***’s family is managing their mother’s affairs, it is unfortunate that accusations are made against our company that are not true.
AWG will process a refund for all amounts paid by ***, less $341.10 for the two transactions that were previously refunded as a result of the disputed charge submissions.
AWG does not target elderly consumers. We mail all home owners regardless of the age of the home or the age of the home owner. AWG is an honest company that cares about its customers and fulfills the claims on its home warranty products.
I spoke to a customer service representative to cancel the policy. When I canceled the policy I let the customer service representative know that the payment information on file was no longer active.Being that the account was no longer active I told her to send the payment in a check form and she stated she had no problem with doing that. I also wrote a letter to state that the account need it to be close and the check need to be mailed to the home address. I never received anything until a month or so later I received mail and the mail stated that the refund has been sent post it to a credit card. The credit card is associated with the same checking account in which both the credit card in the checking account is closed. I called *** to customer service representative one stated she was a manager at her name is ***. *** hung up on me stated that the refund was already credited back to the account and it was nothing that she can do. I will scream dad I was told that she could not pull the money from whatever account she put it to and re-find a check as we initially stated several times over the phone and threw a letter that I faxed in stating that I need the account closed. I want the refund to re-find as a check as initially stated and you can also check telephone document on that day and that each call is monitored, you can check the phone call and hear that this pain that was supposed to be Sent in check form. The manager *** called me back to fuss at me again and she initially hung up on me but call me back to harass me. I want justice I am a consumer and I pay taxes and I don’t appreciate being treated as such and told information to in correctly.
Thank you for allowing Aegis Warranty Group (“AWG”) the opportunity to respond to this complaint.
*** was issued a refund of $1,116.15 on February 21, 2019, as shown by the attached transaction screen-shot records.
We regret *** upset. However, we reviewed the phone call between *** and the AWG customer service representative. *** called our sales representative “stupid” and “ignorant” and would not allow our customer service representative to respond over *** raised voice. The AWG customer service representative even called *** back to explain why AWG refunded the account on file that was used for the original payment method, only to receive further abuse from ***.
The AWG recorded customer service phone calls confirm that AWG did not promise *** the ability to issue the refund to her via a check. Indeed, AWG’s records show the refund was processed by the credit card company from which the original payment was made. Without a rejection of the refund from the credit card company, AWG cannot issue a second refund to the same customer.
Respectfully, this appears to be a situation in which, despite AWG’s efforts and despite processing the requested refund, *** will not be satisfied. *** received a full refund from AWG.
While we understand that *** is upset with her credit card situation, it is unfortunate that accusations are made against our company that are not true.
I am not an Aegis customer. However, I was engaged in a lengthy call with a rather pushy agent. I called when I received an unsolicited "pink" letter informing me that the warranty on my house which I knew nothing about was expiring or had expired. The agent explained his product and then insisted that I make a decision today. I am a senior citizen, and I require time to investigate especially when I am spending thousands. I found the whole experience uncomfortable. I was especially alarmed at the agents response when I told him that I was not interested.
Thank you for the opportunity to respond to Ms.’s filing.
Aegis reviewed the telephone recording between Ms. and the Aegis customer service representative. On November 27, 2018, Ms. contacted Aegis to inquire about a letter she received. Our representative walked her through the details of the home protection plan, its cost and covered components. The representative addressed Ms.’s questions politely and thoroughly while taking the time to walk Ms. through how to locate the company’s rating on the Revdex.com site. When Ms. advised she was not interested, the representative tried to understand her apprehensions so he could seek potential solutions. Once it was determined Ms. was not interested, her internal record was documented to reflect her decision. We regret any upset caused to Ms. as a result of this conversation.
Aegis does not target elderly consumers. We mail all homeowners regardless of the age of the home or the age of the homeowner. Aegis is an honest company that cares about its customers and fulfills the claims on its home warranty products. As such, we will continue to review and improve our quality control reviews of our customer service calls and the information provided in our mailers to ensure a positive experience with our company, regardless of the consumer’s choice to purchase a home warranty policy.
we received a postcard stating our home warranty may be, or has already expired on our furnace/air/appliances, etc. I called and was on hold and with 4 different people for 45 minutes. I finally found out, we never had coverage. They are just SOLICITING a warranty. I called because we have replaced both our furnace and air conditioner and if we DID have a warranty at the time, of course I wanted to know. Terrible misrepresentation of what they are really trying to help with. On the phone 45 minutes (music for 35 of those 45) and finally realized we never had coverage and they were just trying to SELL a warranty. We have owned our home for 15 years, so I thought maybe we took a warranty out years ago and we just didn't recall. What a waste of time to find out they were just trying to sell insurance. The result was the same as if they would have come out and said the truth...... the postcard is in the trash.
Thank you for allowing Aegis Home Warranty Group (“AWG”) the opportunity to respond to this complaint.
Please know that ***’s name and address have been removed from the AWG mailing list. We regret how our mailer was interpreted by *** as it is true that AWG’s mailer is to solicit business for the purchase of a home warranty product. AWG appreciates ***’s feedback and is reviewing ways to modify its mailer.
While a new home warranty product is offered by AWG, neither AWG nor any other home warranty company offers the ability to be reimbursed for past appliance repairs or replacements that occurred without a home warranty in place for at least 30 days prior to the date for the need for the repair or replacement. Our three customer service team members who spoke with *** realized that *** believed that she would be reimbursed for prior repairs or replacements even though there was no home warranty in place at the time of such repairs or replacements. We regret that, after realizing that she would not be reimbursed for past repairs or replacements, *** became upset and filed with the Revdex.com.
AWG is an honest company that cares about its customers and fulfills the claims on its home warranty products. As such, we will continue to review and improve our quality control reviews of our customer service calls and the information provided in our mailers.
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
My mother received one of your pink fake alert/advertising cards. Seeing there is little direct contact info for your company, I'm going to try this here. Can you please remove from your mailing list never to contact us again with your scammy tactics:
(This response was provided on November 16, 2018 and is being re-posted on November 28, 2018)Thank you for allowing Aegis Home Warranty Group (“AWG”) the opportunity to respond to this complaint.
Please know that *** name and address have been removed from the AWG mailing list. We regret how our mailer was interpreted by you and *** and how it made you feel. AWG appreciates your feedback and is reviewing ways to modify its mailer.
AWG does not target elderly consumers. We mail all home owners regardless of the age of the home or the age of the home owner.
Please know that AWG is an honest company that cares about its customers and fulfills the claims on its home warranty products.
Good enough for now. Thank youn
I am writing this on behalf of my 85 year old mother who suffers from Dementia. These sales people target the elderly and the sick and she thought if she didn't pay this she was going to lose her house. I can only imagine what the sales person said to get her to turn over $3,532 which is a tremendous amount of money for someone on a fixed income with health issues. The contract ***.
This company preys on people and this is not right. This house is so old there is no need for such a warranty and any reputable company would know this.
Thank you for allowing Aegis Home Warranty Group (“AWG”) the opportunity to respond to this complaint.
*** was mailed a cancellation letter and refund from AWG on August 21, 2018. AWG received notification from its finance company on August 21, 2018, instructing AWG to cancel and refund *** account because *** had a prior incident of purchasing a vehicle service agreement. AWG happens to use the same finance company that the vehicle service company uses, and our finance company was also made aware of *** health condition. Attached is the complaint that *** daughter submitted regarding the vehicle service contract her mother purchased, and, which flagged the account by our finance company.
For best practices, and in keeping with the AWG vision and culture, we immediately sent the consumer a confirmation of cancelation and a refund based on our finance company’s recommendation.
AWG does not target elderly consumers. We mail all home owners regardless of the age of the home or the age of the home owner. It is unfortunate that this customer is suffering from dementia and, if we had known that at the time the account was opened, we would not have sold her any policy.
AWG quality control reviews every sold policy and AWG assures the consumer and the Revdex.com that none of our sales agents would ever tell a consumer that they would lose their home of they didn’t sign up. No such implication is made in any AWG correspondence.
While we understand that ***’s family is managing their mother’s illness, it is unfortunate that accusations are made against our company that are not true.
I took the premier home warranty out in August 2017. My husband always used a friend who lives in the community who has a heating and air business. He came out on May 12th and he got the air back on but only for a day or so. On Monday, May 14th, I called the claims department and was told that an authorized dealer would be contacting me. *** from Jacksonville, AR came and worked for several hours. He said he could not fix the unit. He said he would fax the report and has not sent it.
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 cumbersome.
AHW 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 executed. Despite 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 situation. Hopefully, 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 resolution. So far, Ms. has been reimbursed $1,174 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.
Yes, I have had an awesome experience today. I have had the pleasure of talking with Agent ***, which is very knowledgeable, courteous, and kind. Her customer serve is outstanding. I purchased a home warranty, because of how she explained your services in details.
Thank you! We appreciate your business and awesome review!
The coaster service representative was very rude when I told him I was canceling the service. Now after 2 months I tried to tell them again I was canceling the contact due to the fact that I was told one price per month and it was 70.00 more a month than what I was originally told. But he stated Insulting me about being on a fixed income and how I was going to enjoy paying out all that money for repairs on my home( on a fixed income)! I work thank you very much. And I don’t live in a rundown shack. He was so rude and it was very uncalled for. He would not give me the address to send in my cancellation paperwork, which I later found on my on. I will never recommend this company to anyone, not even for their dog house!
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 $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 *** 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, 2018 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 cancel. Thus, 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.
Great company! Always provide prompt service. Very professional. Highly recommended.
Thank you! We appreciate your business!
Very positive experience. Technician was great.
Thank you! We appreciate your business!
I am trying to resolve this issue on behalf of my mother, ***. She is elderly and was confused by the information she received in the mail telling her home warranty expired. She did not have a warranty. When she contacted them they bullied her somewhat by telling her home was old and required this warranty. She did not understand what she signed up for and provided her credit card info. $295.00 was removed from her checking account. I had her immediately cancel the card with the bank for future transactions. She received the terms and conditions in the mail and after reviewing it found they plan to pull installments of $177.67 for the next 36 months. I want to cancel this, but so far I have been on hold and transferred to voice mail. I can not reach a representative to discuss. There will be no more payments made from her account, and I want the policy canceled and her $295. refunded by check (since the card was canceled). I don't appreciate sales associates calling elderly adults and confusing them into making agreements such as this over the phone. Also after receiving the terms and reviewing what they do cover verses the cost, it is ridiculous to think she would continue with this policy. I am doubtful I will receive a call back and do not plan on getting my elderly mother on a 3 way call to resolve. Very poor marketing and sales and very poor customer service response. My name is *** and I am handling this complaint for my mother ***....my e-mail is detailed and the evening phone number is also mine.
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. 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 $295 to be followed with 18 monthly payments of $177.67. The policy term is 36 months - but, not the payments. Ms. herself contacted us on January 11, 2018 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. daughter's phone call on January 23, 2018 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 $295 on Feb. 1, 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.
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
I purchased a Home Warranty plan. The service for the plan is below a 0 rating. Almost immediately after purchasing the plan, I had an issue with my oven not working on Nov 13. I called the number I was given to call to have service provider to come repair the oven. After several phone calls to different numbers and only getting recordings, I finally spoke with a person, explained the problem and was told they would get back to me next day after 1 pm. On Nov 14 was told they would be back to me within 48 hrs. On Nov 15 was told service date would be Nov 22. With Thanksgiving approaching, I asked could it not be sooner and provider the name of a local company that did appliance repairs. I was told that I could contact someone, have it repaired, and submit Invoice to receive refund of my paying for the repair. I contacted company and got repair scheduled for Nov 20. On Nov 20 repair company had to order part but received part and completed repair on Nov 22. Nov 24 washer stopped draining so I called to schedule repair. Same run-around, called several numbers and finally had to contact repair company and schedule service myself. Repairs completed in timely manner, AFTER I scheduled the repairs. Then received invoice from repair company and paid invoices. After couple of phone calls to find out how / where to submit claims for re-imbursement I was connected to a Kenneth Detler. I was told to send claims to him and / or to claims @centricity.com. I emailed invoice for oven repair *** on Dec 4. Received email back from K Detler stating he had submitted it for re-imbursement. On Dec 7 I emailed invoice for washer repair claim *** Dec 20 called couple numbers with no luck speaking to anyone for status of claim reimbursement. Dec 21 called couple of numbers, left message with information and requested call back. Received call from Customer Service '***. I explained the situation and asked if he could give status of reimbursement. He said call Centricity, I explained I had no luck contacting them. He contacted them and called me. He said they did not have claim information. I explained I had sent it, was away from computer but would call him later. Couple of hrs later, I was able to check my emails, called '*** and gave him the information and also sent him the emails I had received back in addition to the invoices. He called me later in afternoon, said he had spoken with someone at Centricity. He tried to contact them with me on the phone and he experienced the same problem I always have, they said they were closed but James said he knew it was well before time for them to close. Dec 22 I called '*** early morning to confirm I had received emails from Centricity that they had received the claim information. I explained to '*** that they could get the check processed and in the mail I could receive it by Dec 28. Aware of the upcoming Christmas holidays but since claim was sent on Dec 4 & Dec 7 I should have already received reimbursement they could expedite it and I could receive it by Dec 28. Still have not received it, made 2 phone calls today (Dec29) but no answer. Very dissatisfied with lack of service as well as length of time to receive my reimbursement.
Aegis can not schedule timely repairs, I had to do that myself. Centricity cannot handle claims in timely manner.
We regret the delays our customer experienced and continue to strive to meet and exceed our customer’s expectations regarding their home warranty coverage. We appreciate this feedback.
Still waiting for my reimbursement check for the 2 claims that were filed, one on Dec 4, 2017 and one on Dec 7, 2017. Tomorrow, Jan 4 will be one month since first claim was submitted. I am waiting for reimbursement for invoices I paid and submitted for payment per the instructions provided to me. I had to pay for the repairs because I had to contact the service repair companies to get the repairs scheduled in a timely manner. Now I can't get my reimbursement as I was told I would. Frustrating to say the least. Their response says 'We regret the delays' but seems nothing is being done to get the check(s) sent to me. Rediculous to say the least.
Still waiting for the re-imbursement. Today is Jan 9, 2018. Claim and invoices sent for reimbursement on Dec4 and Dec 7, 2017. Numerous phone calls and several emails prior to contacting the Revdex.com. Still nothing happening except replies saying they appreciate the customer. Sure they appreciate the customer, the customer's money, which they keep and do nothing to earn it. Both AEGIS and Centricity Bank appear to be a rip-off. Centricity says they sent checks, but mailed them to the wrong address. Were suppose to process checks again last week, should have been here yesterday, Monday, Dec 8, but did not arrive. Now Centricity STATES the checks were PROCESSED yesterday. NOT a very pleasant experience with either AEGIS or Centricity. Would not recommend either to anyone.
The telemarketer from this company mislead *** to believe this policy was required by her reverse mortgage company, because the house is 65 years old. Aegis took the amount of $295 from ***'s checking account with installments of $177.78 monthly for 3 years.
I am ***'s son and was cancelling the account for her and needed to get her on the phone in person. When we called back a few minutes later we were on hold for 20 minutes and then transferred to voicemail.
Dear Sir or Madam:Thank you for alerting us of Ms. 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. reverse mortgage company because Ms. home is 65 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 $295 as a down payment, and then monthly payments of $177.78 for three years. Such a plan would result in Ms. paying approximately $13,095 after the expiration of three years. Thus, this information is not correct. Rather, Ms. is correct that the down payment amount of $295 - which is the only amount paid by Ms. to our company - is the initial payment. Then, Ms. would pay $177.78 for a period of 18 months, totaling $3,200 (plus $295 = $3,495) for a three-year policy (not three years of payments).
Finally, we regret confusion when Ms. son called to cancel the policy. During the first call, Ms. 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. legal guardian. When our agent transferred the call for assistance, the call did disconnect. We later learned that a voice message from Ms. 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 $295 down payment she placed with us. Ms. 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, 2017 to apologize for any confusion regarding the policy and reiterate that the policy is not required. We explained that we regretted the mix-up regarding 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.