American Home Guard

[redacted] [redacted] I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to meIf I do in fact receive the service call which has been scheduled and my complaint is resolved [redacted]

Complaint ID [redacted] : [redacted] American Home Guard values and appreciates your business as well all clients that hold home warranty plans with our companyAll telephone calls and written communication between our customers are recorded and monitored for quality assurance purposes.After retrieval of a call with one of our representatives on the 24th of May at or around 1:PM, the policyholder was informed of the status of the plumbing and HVAC claim submitted to American Home Guard and directed her inquiry towards the status of her claim submitted for an electrical issueShe told the representative that she forwarded us the estimate and is awaiting a decisionAll claim decisions are strictly based on the terms of agreement between American Home Guard and the policyholderShe was approved for both plumbing and HVAC claims and is awaiting a decision on the claim submitted for her electrical issueAs per her policy, she was required to pay a service fee, however American Home Guard is not obliged to cover any access fees any contractor and is considered a separate fee/charge the policyholder would be responsible forFor further clarification, kindly refer to American Home Guard's Liability Provision, page 15, noRight of EntryYou must permit access to the system or appliance in need of repair or replacementIn the event that the system or appliance cannot be accessed without causing damage to a wall, floor, cabinet or ceiling, American Home Guard must be held unaccountable and must be held harmless for any damages to: wall coverings, floor coverings, cabinets, counter tops, tiling, paint, or for the repair of any structural or cosmetic defects, including, but not limited to, reconfiguring space to accommodate replacement componentsUnfortunately, we are not able to reimburse the amount she is requesting.Respectfully,Client Services American Home Guard www.americanhomeguard.com [redacted] [redacted] - main line telephone [redacted] - main line digital fax

January 16, 2017Good evening, re: Complaint ID [redacted] In an effort to move forward regarding [redacted] 's request to terminate his home warranty policy with American Home Guard, a termination letter with an intended refund amount was mailed out via USPS to the policy holder's residence with request to receive it returned to us signed and datedUpon receipt of the refund agreement, we will be processing a refund via company check to finalize the termination of his policy.We look forward to a resolve for this complaint.Please let me know if you require further information relevant to this complaint, as I would be glad to assist you.Thank you for your kind attention to this matterSincerely,Vincent H [redacted] American Home GuardT: [redacted] F: ###-###-####E: americanhomeguardusa@***.comwww.americanhomeguard.com

American Home Guard values and appreciates your business as well all clients that hold home warranty plans with our CompanyAll telephone calls and written communication between our customers are recorded and monitored for quality assurance purposesAfter retrieval of communications via our CRM, the client was informed as to the approval status for a claim submitted via email and was followed up with a Claim Reimbursement agreement for the approved totalWe are in receipt of a signed and dated agreementA reimbursement check has been issued and the policy holder can expect its receipt within 7-business days.We appreciate your business and patience during the course of processing your claim Respectfully,Client ServicesAmerican Home Guardwww.americanhomeguard.cominfo@americanhomeguard.com855-511-- main line telephone- main line digital fax

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DATE: September 18, 2017In reference to American Home Guard response, I was not aware that this company give partial reimbursement for repairsI was offered $for the repair of a microwave that was worth $over the stove topI did not know about this policy, this was not something that was stated to me during time of purchase from Adam.On August 3rdI wrote a letter cancelling my policy with them, because I found out that they reimburse partially for certain appliances in the home which I was not aware of so I cancelledI called back to verify my cancellation on August 11thMark said I need to use their email to cancel, they did not accept my written cancellation on the 3rd., so I received the email, and I returned the email to them.On September 12thI noted a draft from my account for $41.66, which was the monthly fee deducted each monthI spoke with John, and he stated to me that he will get the money refunded back to meOn September 13, 14thmoney was not refunded, I spoke with Angel and he said that the reason that $was taken out, is due to the fact a $cancellation fee is dueI said to him, again this was not stated to me in the beginning nor was it stated to me on the cancellation return letter that $was to be taken outInstead they took out the monthly fee of $on September 12th?[redacted] ***, you will also note on the rebuttal letter from American Guard to Revdex.com, their response does not state anything about their $cancellation feeThis company has ethical issues with their policies and they will get people into their company by not explaining their policies honestly, and when one tries to cancel they conveniently do not cancel them and they add a Cancellation fee of $which again was not part of the sales pitch they presented to me when I purchased their policy.I want the $back, also I am requesting the money I paid them during the time I was paying monthlyAmerican Home Guard is not a company anyone should use due to their ethical issues that are blatant.Below is the letter of cancellation from August 3rdand August 11thwhen I returned the cancel notice:

Kindly be advised that this client has directed her request for a refund to her financial institution and we are submitting them all relevant correspondences and documents in an effort to resolve this matter.Thank you for your kind attention and efforts.Vincent H [redacted] American Home Guard Inc.*** [redacted] *** [redacted] *** [redacted] [redacted]

Dear [redacted] ***,We are in receipt of the complaint from [redacted] pertaining to the home warranty coverage with our company purchased on June 8, At the time of sign up for her policy, we extended courtesy to her by granting a monthly payment plan in the amount of $ We normally require payment in full for the full length of the policy (year) upon purchase / sign up In addition, during the time of the sales quote, she was notified of a $service fee for when a field technician is dispatched to her home for a service call / diagnosis.We require a day waiting period + days prior to filing a claim / loss This can be referred to in our policy on ‘25’ and ‘30’ under Duration, Termination and Suspension as follows:The term of your warranty coverage shall activate thirty days (30) days following American Home Guard's receipt of all unsettled payments and premiums due to American Home Guard are received by American Home Guard ("Effective Date"); In the event American Home Guard does not receive all outstanding payments and/or premiums outstanding and/or signed contract, for any reason, your warranty coverage term will not begin.30.Please not to include an additional days for credit/debit card payments to be received.We have extended another courtesy to her by agreeing here at American Home Guard to have a technician dispatched to her within the day waiting period in an effort to satisfy the customerKindly refer to the notes stamped with date & time in our CRM database with respect to [redacted] ’s phone call to file a claim for her A/C unit:Randy left a note about [redacted] 07/05/ at 4:PM: [redacted] called in, A/C is not working, not making things coldThe claims department had attempted to schedule a dispatch of a field technician with Double R A/C Heating and repair to [redacted] Kindly refer to her email on July 11, (below):Hello,I called this morning and spoke with Laura and she said that Jeff would be calling me back.Jeff never called me back.I called back today at 3:08pm and was told that Double R A/C heating and repair company would be at our house today between 3-5pm, and they never showed up.They never answered when I called them and I even sent them a text message I got no responseWe still need for you to find a reputable company to come to our home and fix our A/C.Your efficient response to resolve this matter would be greatly appreciated.Thank you, [redacted] Customer

Complaint ID no [redacted] - [redacted] American Home Guard values and appreciates your business as well all clients who hold home warranty plans with our usAll telephone calls and written communication between our customers are recorded and monitored for quality assurance purposesThe policy holder enrolled in a multi year plan and had been approved for a flex payment arrangement for his planIn addition, due to the fact two home warranties can't coincide simultaneously, it was requested of him to provide proof of previous coverage with an expiration date in order for American Home Guard to determine a start day for his coverageA revised plan was sent to him to include an additional coverage he opted to purchaseIt appears that [redacted] was not appeased with some outlined terms of agreement with respect to the depreciated value, however after a phone conversation with a representative it was concluded that he re- considered after requesting cancellation and decided to move forward with the purchased planAs previously mentioned, our calls are recorded - and the customer was conveyed a flex payment arrangement which was set up on our payment portal according to the due dates pre-determined by a sales advisor and entered in the systemAmerican Home Guard does not bill any client with what he refers to as an unauthorized payment at no point in time [redacted] can opt to speak with a supervisor regarding this matter by calling our toll free number or email to : [email protected], he will be forwarded a cancellation agreement via email to sign and date so that we may process his refund due.Looking forward to a speedy resolution of this matter.Respectfully,Client ServicesAmerican Home [email protected] [redacted] - main line telephone [redacted] *** - main line digital fax

American Home Guard values and appreciates your business as well as all clients who hold home warranty plans with ourcompanyAll telephone calls and written communication between our customers are recorded and monitored for quality assurance purposesAfter a retrieval of (2) phone call conversations -with a supervisor and a Client Service Specialist, it appeared that both thecancellation process and an in-depth discussion of **and [redacted] 's experience with AHG was elaborated upon with utmost of patience and understand.In turn, AHG has forwarded the policy holder a cancellation agreement for the refund due via email which has been agreed upon and turned over for processingWe appreciate your patience during this process!The policy holder will be informed once this transaction (refund due) has been completed via email in accordance to the terms and conditions on the home warranty agreementPlease let us know if you have further inquiries or concernsRespectfully,Client ServicesAmerican Home [email protected] [redacted] - main line telephone [redacted] *** - main line digital fax

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: the original picture of the refund check was sent March 7thWell past the 7-days suggested in the response"The check is in the mail" is not acceptable to close out this complaint until the check has actually been recievedI supplied the Revdex.com with the email and scan of the check sent March 7th when I was first told "the check is in the mail" Oddly enough this scan sent to the Revdex.com is different which suggests either it was never mailed.Revdex.com, please understand that I will close this complaint as soon as the check has actually been recieved since I was told on March 7th the same thing AHG is now asking or telling again Regards, [redacted]

Date: Mon, Jul 3, at 6:PMComplaint ID [redacted] - [redacted] Please be advised that the customer called us on June 30th and it was conveyed to him that he would be provided a transaction ID nopertaining to the due refund with a total of $on July 3rd or 5th as we were awaiting for it to be updated in the systemStephanie C.American Home Guard Market Street # 1200Philadelphia, PA 19102Tel: [redacted] Fax: ###-###-####[email protected]

From: Info AmericanHomeGuardUSADate: Fri, Feb 3, at 3:PMSubject: Complaint ID: [redacted] , [redacted] (Request to re=open and response below)To: [redacted] < [redacted] @myRevdex.com.org> We value our clients and look forward to providing excellent service We follow up and follow through on adherence for coverage on all plans that have been sold [redacted] had two (2) claims submittedThe first one she filed, we had endured an unexpected and extended amount of time due to the problem with a part that was replaced by the contractor Our Claims department had to wait until certain corrections were made in order to assure that the repair / replacement was completed correctlyThe claims department was advised by the customer that the problem was resolved and we proceeded to be informed of the 2nd claim for an HVAC problem (heating) After the dispatch of an HVAC contractor, the estimate of the suggested repairs/replacement alongside a diagnosis was presented to the Review Board in an effort to approve the claimDuring this time, American Home Guard's Executive department was subjected to unforeseen circumstances in TX and was in the midst of putting forward a decision that pertained to a matter in the state of TexasThe Claims Department was directed to process claims until a final decision was determined with respect to services renderedWe, American Home Guard, under the direction of legal counsel, had elected to halt services in the state of TX after careful consideration and review by the Executive Department and Legal team Upon this decision made regarding our home warranty services in her state, [redacted] was sent a letter via US Mail as to the decision made by the aforementioned departments and was not able to continue to get services for her HVACAt this time, we are able to refund the total amount she paid towards her home warranty policy due to our decision to refrain from any future our services in Texas.We can agree that [redacted] had a valid home warranty policy which commenced on August 12, 2016, however we were in the midst of undergoing a major decision which required a lengthy amount of time we were not able to estimate , due to the severity of the problem

Complaint ID no [redacted] *** American Home Guard values and appreciates your business as well all clients who hold home warranty plans with our companyAll telephone calls and written communication between our customers are recorded and monitored for quality assurance purposes Please be advised that the customer was contacted on August 22, to verify the mailing address of the refund check that was processed for the cancellation of his home warrantyWe are awaiting his response and will have the check mailed out to the requested address Thank you Respectfully, Client Services American Home Guard [redacted] [redacted] *** [redacted] ***

American Home Guard values and appreciates your business as well all clients that hold home warranty plans with our company All telephone calls and written communication between our customers are recorded and monitored for quality assurance purposesThe client was provided a service call by a local contractor and was advised that the necessary repairs for her appliance neededto be addressed by the manufacturer.We would be glad to address this further with the client and continue to assist her further as per the terms of her home warranty policyShe can contact American Home Guard and request to speak with a supervisor pertaining to this matter regarding her applianceRespectfully,Client ServicesAmerican Home [email protected] [redacted] - main line telephone [redacted] *** - main line digital fax

The references complaint is by [redacted] against American Home GuardI recently received an email from the Revdex.comIndicating the claim being settled and that I needed to respond within days if I disputed this settlementI responded on your email but wasn't sure I wrote it in the right placeI want to be sure that you know the claim is Not settledThey are trying to charge me 70% cancellation charges for a month contract that is being cancelled in the 4th month and they have not processed any claim I submitted to themI have contacted an attorney to try to resolve this matter.This company is a scam and I want otheconsumers to know thisSent from [redacted] Mail on [redacted]

[redacted] [redacted] I am rejecting this response because: The "paperwork" sent made NO SENSE and NO WHERE did it state they would be going into my bank account to steal more moneyJust because I signed a letter filled with deliberate, confusing verbiage, in no way authorized this unprofessional company to withdraw funds from my bank account Why would I have to pay MORE for a cancelled policy (already being charged $for "cancellation" fees) when there were many months remaining?????.....Again, I state that their cancellation letter made no sense, just a bunch of mumbo, jumbo to further confuse and TAKE ADVANTAGE of a trusting consumer I didn't bother calling because AHG does NOT answer their phones and the woman I was dealing with [redacted] had caller ID and knew when I was calling and didn't answer the phone OR return my messages I gave up trying to communicate with unreasonable peopleI have nothing left to say for this company Just please post this for other naive consumers: BUYER BEWARE You could be scammed as I have been Done with American Home Guard and reported this charge as a fraud [redacted]

February 23, 2017re: Complaint ID [redacted] - [redacted] Good evening,As of the above date, kindly be advised that [redacted] has confirmed a receipt of a check from American Home Guard with respect to the refund she had requested from American Home Guard for her purchase home warranty plan.With this, we anticipate that this complaint can be resolved and closed.The referenced check has been attached for your review.Thank you for your attention to this matter.With Kindest Regards,Vincent H [redacted] American Home GuardT: [redacted] F: ###-###-####E: [email protected]

From: Info AmericanHomeGuardUSADate: Thu, May 25, at 4:PMSubject: Fwd: Your refund check has been mailed out - Cancellation of Policy no [redacted] To: [redacted] < [redacted] @myRevdex.com.org>---------- Forwarded message ----------From: Info Americanhomeguard Date: Thu, May 25, at 4:PMSubject: Your refund check has been mailed out - Cancellation of Policy no [redacted] To: [redacted] < [redacted] @***.com>Good afternoon, [redacted] ***Please be advised that your reimbursement check, no***, total: $* has been mailed out today, May 25, for the above mentioned cancellation for your policy no [redacted] .Thank You,Client ServicesAmerican Home Guard Inc[redacted] # ***Philadelphia, PA ***T: [redacted] F: ###-###-####E: [email protected]

[redacted] was informed on the 6th of December via phone and followed up by an email later that day, that American Home Guard no longer provides services in his area and he will be receiving a letter with notification of a full refund towards his (2) home warranty policies purchased on October 20, Please be advised that our Client Services department will be mailing him this letter pertaining to the termination of his policy, and the refunds due (2).Unfortunately, American Home Guard has decided to stop selling policies and providing services in WA and is currently unable to process [redacted] ***'s claim as he is requestingWe are sorry this had to transpire as such, however our Executive Department had made the decision to stop providing services in the area and the client was informed.American Home Guard values [redacted] ***'s business and patience in this matter and he is asked to kindly await the letter with the above mentioned via US Mail regarding his (2) home warranty policies.Thank you for your kind attention to this matter.Please let us know how else we may assist.Vincent HamiltonAmerican Home GuardT: [redacted] F: ###-###-####E: americanhomeguardusa@***.comwww.americanhomeguard.com