American Home Guard

Complaint ID no [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 purposesAfter a thorough review of the claim processed for [redacted] 's stove, our Claims and Resolution department has approved the repairs with a cash settlement for the ignitors for his stove.Unfortunately, he didn't find this decision satisfactory although the only deduction was the service fee from the total of the repairs which coincides with the terms of agreement of his signed home warranty with American Home GuardOur Client Services and Claims department strives toward utmost customer satisfaction and we will be glad to issue the check for the approved amount should the policy holder reconsider the decision rendered by our Resolution team with acceptanceIf he is not of acceptance he can request to file an appeal in an effort to have a different resolutionIn addition, he can request to have a supervisor contact him to discuss the claim, via phone or email to: [email protected] look forward to a complete resolution of this matter.Respectfully,Client ServicesAmerican Home [email protected] [redacted] - main line telephone [redacted] *** - main line digital fax

Good afternoon,Please find the attached document with our response to Complaint ID no [redacted] for [redacted] .We are look forward to a resolve to this matter.If I may be of any further assistance, please don't hesitate to contact me.Thank you,Vincent H [redacted] American Home GuardT: [redacted] F: ###-###-####E: americanhomeguardusa@***.comwww.americanhomeguard.com

Good afternoon, [redacted] ***Hope you enjoyed your holida!Please find the above (3) attachments regarding the Complaint ID [redacted] for [redacted] .I had trouble posting and proceeding with my response ~here~.Also, please let me know if you require additional information, I will be glad to assist.Thank you for your attention and effort/s in this matter.Sincerely,Vincent H [redacted] AMERICAN HOME GUARDE: americanhomeguardusa@***.com

Good afternoon, re: Complaint ID no [redacted] : Please find the attached terms and conditions of a signed home warranty agreement for [redacted] ***.Should you require further assistance or need additional information, please don't hesitate to contact us.Respectfully,Client ServicesAmerican Home GuardTel [redacted] Fax: ###-###-#### [redacted]

American Home Guard values and appreciates your business and your assistance in servicing all of our clients The following e-mail was sent to [redacted] ***, attn: [redacted] today, January 22, with respect to the balance due as follows: To Whom It May Concern / [redacted] :Please be advised that a check has been issued for the above referenced invoice (check total: $74.00, check no***).You may anticipate its receipt within -business days.Kindly confirm receipt of our payment via email ( [redacted] or [redacted] ).We appreciate your cooperation.Billing Dept.ManagementAmerican Home Guard [redacted] Street Suite #1200Philadelphia, PA 19102Tel: [redacted] Fax: ###-###-####E-mail: [redacted] www.americanhomeguard.com We will await a response via email confirming receipt of the check issued and look forward to resolving this matter to completion.Thank you for your attention to this matter.Respectfully,American Home Guard

Probably the worst customer experience I have ever hadWe purchased a home in August, along with a month Home Warranty from American Home GuardIn October, our oven stopped working (we have proof through our home inspection that it was working when we purchased the home, and we ourselves used it after moving in) On October 17, we contacted AHGWe were told that they would file a claim, and we would receive an email confirmation along with claim number within hoursdays later, after hearing nothing, we contacted them again, and they said they had lost our paperwork, we gave them our information again, and they got the claim sent through that dayThat was just a sign of things to comeAfter hearing nothing for almost weeks, we sent out a follow up email on October asking what the progress on our claim wasThere was no responseOn November 8, we called, were put on hold for minutes, then disconnectedWe called right back, got through to the operator who said that all the claims "specialists" were busy, and that they would take our information down, and make sure we were called back within hoursThere was no call backOn November 14, we tried yet again through email to find out what the progress on our claim - there was no reply(I want to mention here that their contract clearly states that they will have a service technician out to your house within days, and that the issue will be repaired or replaced within 30.) On November - a full month after the claim had been filed, we called again, managed to speak to a claims "specialist" who said that we would be contacted the next day by a service tech to come out and look at our ovenWe never received a call from a service tech or AHGOn November 29, we called again and told them that this was ridiculous and unacceptable and we expected to have a service tech out within hours, or we wanted a full refund of the amount we had paid for the policyThey got a service tech out that afternoonWe paid the tech our $service fee/deductible, and after looking at the oven he said that due to the age of the oven, although he might be able to fix it, it was not worth fixingHe also said he wasnt positive that he could fix it, that there was a 70% chance that it was one part, which he could obtain and replace for @$200, but that if that did not fix the problem it was a different part, which he could not obtain anywhere so would be unable to fix the ovenHe informed both us and AHG of thisOn December after hearing nothing from AHG, I called four different times, was not able to speak to a representativeAt that point I didnt bother leaving a message because none of my previous calls had ever been returnedOn December I called again, and after being on hold for minutes and disconnected, and called back and asked to speak to a supervisorWhen a supervisor got on the phone, I explained the whole story to her, and stated that this problem needed to be resolved nowShe told me that the repair man had said there was only a 70% chance he could fix the problem so they had not wanted to pay for that repairI told her that if that did not fix the problem they needed to pay for the other "30%" repairShe told me that wasnt how it worked, that they didnt pay for the same repair twice, that if that was the case, I would have to pay my deductible again to fix the same problem that was not fixed the first timeShe then said that we had been approved for $for the repairI explained that that was not good enough since the repair bill would be $200+ dollarsShe said that we were only approved to have $because we did not have years of maintenance recordsI explained that we had just purchased the house a couple months ago, and that we had documented proof that the oven worked fine when we moved inShe said that did not matterShe then told me that they would not pay for the bracket that the part needed to be attached to to be installed, even though the contract never stated brackets were a part that would not be coveredI asked what she was going to do about their breach of contract that despite their contract specifically states that they would have a service tech out within days and the issue resolved within days, it took days just to get a service tech out, and days and counting and our oven is still not fixedShe said that they had not breached contract, that I was "misreading" the policyShe then said that it was mean of me to threaten to go to the Revdex.com, and that as a businessman I understood that sometimes things happen to slow down the processI stated that yes I understood that sometimes things happen, but that when they do you communicate that to your customer, and then you go above and beyond to make it right, not just do the bare minimumShe whole heartedly agreed with me, and said she would email over an agreement for the $payout, and that she would add something to make it right with meI received an email the next evening stating that they would pay the $to the repair of the oven, and that to make up for the bad customer experience I had, they would offer me an extra free month of warranty coverage valued at $I literally laughed out loudI responded stating that I was not interested in an extra month of warranty coverage since my current coverage experience is so horrible, and that I wanted the $to go to the replacement of the oven, since there is no guarantee that the issue can be fixedA couple days later I got a bizarre email from them offering to let me cancel my policy for a $refund (I paid $for the policy I believe)I declined that offer and asked again for them to send the $to go toward the replacement of the ovenI received an emailed contract from them the next day for a $reimbursement for the replacement of the oven, which as of yesterday December 13, I signed and faxed back to themI have received no confirmation of their receipt of that contract, so who knows if or when I will ever see that moneyWorst experience ever, I will never ever again do business with AHG, and I will strongly discourage anyone I hear who is thinking about doing business with them to avoid them like the plague!

Re: [redacted] ***, Complaint ID NoWe have requested this policy holder to submit documentation relevant to her claim reimbursement as per American Home Guard's company policy and in an effort to reimburse her accordingly.A Reimburse and Release agreement is sent electronically (via e-mail) for the mere fact that it allows our immediate receipt of it upon a signature made and further helps expedite the claim reimbursement processAs of today, January 24, 2018, American Home Guard is yet to receive the invoice nor the signed Reimburse and Release agreement (via e-mail, fax or US Mail) We are, however, in receipt of these two (2) documentations via this complaintAmerican Home Guard's billing department has issued a check as per the signed agreementFor security purposes, she may e-mail us at [email protected] regarding her reimbursement - we would be glad to assist her.Thank youRespectfully,Client ServicesAmerican Home Guard Tel: [redacted] Fax: ###-###-####E-mail: [email protected]

Date Sent: 7/5/12:00:AMDate: Mon, Jul 3, at 6:PMComplaint ID [redacted] - Michele EvansPlease be advised that the customer has directed her inquiries / concerns to other entities and we are in the midst of forwarding all correspondences in an effort reach a resolution to the relevant matter/sWe are yet to receive a response as to bringing her issue/s to closureStephanie C.American Home Guard Market Street # 1200Philadelphia, PA 19102Tel: [redacted] Fax: ###-###-####[email protected]

Dear Mrs***,Re: ID [redacted] , Date: 9/24/2016We have enrolled [redacted] on June 29, for a home warranty policy for (2) years, total paid was $700.00.As per [redacted] ’s complaint to you, she exclaims ‘When my tenant moved in on August 1st my tenant informed me that the A/c was not working’ This directly indicates that the AC was not maintained, nor was it in good standing order prior to her claim on August 1, 2016.Kindly refer to ‘COVERED SYSTEMS AND APPLIANCES’, ‘34’ :Appropriate Working OrderAll systems and appliances must be in appropriate working request on the Effective Date of the guarantee scope, as put forward in the timetable page going with this AgreementAny prior conditions or deformities bringing on the breakdown of framework or machine amid the term won’t be secured by this agreement.On August 1st, her property manager called us to file a claim on behalf of her tenant (name: [redacted] )We require + days before filing a claimHer purchase date was June 29, and thus her effective coverage date would be July + days - August 3rd to file a claimKindly refer to our terms of agreement (below):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.Please not to include an additional days for credit/debit card payments to be received.Furthermore, as a courtesy from American Home Guard / Claims department, we extended an offer despite this circumstance to dispatch a technician for a diagnostic and/or repair, however the tenant refused and responded that “she needed someone today”.Oour company CRM (known as Hubspot) reflects any communication, and detail pertaining to the customer’s home warranty stamped with date and timeKindly refer to the most recent email communication sent to [redacted] S [redacted] - [redacted] and cc’d to an agent of Navy Federal Credit Union, Tracy H [redacted] pertaining to the breakdown of her payment/s less any applicable charges (below):You sent a tracked email to [redacted] S [redacted] - [redacted] [redacted] 09/23/at 12:PM EDTSTATUS:ClickedOPENS:2CLICKS:2DetailsAmerican Home Guard - Cancellation of Policy no [redacted] CC: tracy.h [redacted] @ [redacted] Good morning, [redacted] S [redacted] - [redacted] We have spoken with Tracy H [redacted] / Navy Federal Credit Union earlier today regarding the cancellation and refund for the above mentioned policy.Please find the following (attached) below:A copy of your signed and initialed policy, no [redacted] A cancellation and refund agreement letter with the payment/s made and necessary adjustments as per our terms of agreement (PDF format) - This needs to be signed and returned to us so via fax or email that we may initiate the refund process.Upon receipt of your signed refund agreement, American Home Guard will mail a check to: [redacted] S [redacted] - [redacted] CourtWoodbridge, VA 22191Please allow 3-business days for the check to be mailed out once we receive the requested signed agreement.Thank you,LauraClient ServicesAMERICAN HOME GUARDT: [redacted] F: ###-###-####Email: [redacted] _S_ [redacted] _ [redacted] _REFUND_AGREEMENT_9.23.2016-1.pdfSigned_ [redacted] _ [redacted] _S_ [redacted] - [redacted] -1.pdf(end of email)(I have attached the refund agreement (dated 9.23.2016) for your review )The customer is due a total refund of $- this amount was calculated from the total paid - less our cancellation fee and prorated usage of the home warranty coverage.( as seen in the attachment)She was offered a refund check for this total to be mailed to herAmerican Home Guard is sad to see she is resorting to such measures, as we were willing to service her in an effort to reach utmost customer satisfaction After we had sent her the cancellation / refund agreement (cc’d to Navy Federal Credit Union) with the intended refund amount due to her as per the terms of the agreement on her policy, we were not responded and had to see that she :disputed her credit card chargecontacted you to file a complaint and ameliorate a company who was willing to service her This could’ve all been resolved in an amicable fashion - the way would like to see it happen to service our customer.Please let me know if you require any further information, as I will gladly provide.Thank you for your kind attention and effort/s in this matter.Vince H [redacted] American Home GuardT: [redacted]

*** [redacted] [redacted] As per your request, please be advised that the policy holder, [redacted] [redacted] has requested to terminate his home warranty agreement with American Home GuardHe was forwarded a cancellation agreement upon his written requestAs per our terms of agreement, the policy holder is provided a breakdown of the following in an effort to determine any refund due to him:Amount paid less administrative fees, cancellation fee and prorated number of months unused in his planUpon calculation, he was not due a refund towards his purchaseShould you require further information, please don't hesitate to contact us.Thank you, [redacted] [redacted] ** [redacted] ** [redacted] ** [redacted] [redacted]

From: Info AmericanHomeGuardUSADate: Mon, Mar 27, at 4:PMSubject: Complaint ID [redacted] ( [redacted] *** )To: [redacted] < [redacted] @myRevdex.com.org> [redacted] To: Revdex.com serving Metro Washington DC & Eastern PennsylvaniaSubject:Respond to ComplaintThis complaint requires action on your partAfter reading this message - click here to view your options.This message originally read on 3/24/2017Good afternoon,Please refer to the attachment with our response to complaint ID [redacted] .Thank you for your attention.Vincent H [redacted] American Home Guard Inc.T: [redacted] F: ###-###-####E: americanhomeguardusa@***.comwww.americanhomeguard.com Attached Files/Documents [redacted] What is the next step?The Revdex.com has requested clarification from the BusinessSend ClarificationGood afternoon [redacted] ***As per your request, please find a re submission of the attached response to Complaint ID [redacted] .We appreciate your attention and effort/s to this matter.With Kindest Regards,Vincent H [redacted] Thank You, American Home Guard IncMarket Street # 1200Philadelphia, PA 19102Tel: [redacted] Fax: ###-###-####Email: [email protected] /americanhomeguardusa@***.comwww.americanhomeguard.com [redacted]

*** [redacted] G [redacted] Thank you for providing an extended amount of time for our response regarding Complaint ID # [redacted] After reviewing our records, it shows that American Home Guard has provided services to [redacted] for a previous claim (electrical issues) [redacted] filed a 2nd claim for another electrical issue in which he received an email with a scheduled service call with the company name, date & time of his service callThe company has confirmed the service call but apparently decided to change their intended dispatch of an electrician without informing American Home GuardTo our dismay, our vendors who provide electrical services and repairs were already dispatched in his area and we were experiencing a high call volume.As per any service call, each policy holder is responsible for the service fee within in the plan they purchaseOur customers are all very valuable to us and we do not wish to see customers with a unsatisfactory experienceOur claims department has continued to work diligently to obtain a new service call and has spoken with three (3) additional vendors who were experiencing a high volume as wellThey had conveyed that we would be informed of the first available date and time where they can dispatch a technician Moving forward, [redacted] had requested termination of his policy in the past, however has recently made a verbal request to hold on to his home warranty policyAmerican Home Guard will continue to service [redacted] and address any concerns or inquiries he brings forwardHe is currently being serviced at this moment for a system in his plan.Should you need further information, please don't hesitate to contact me via phone or email.We appreciate your attention and effort/s in this matter.With Kindest Regards,Vincent H [redacted] *** [redacted] *** [redacted] *** [redacted] [redacted]

Good afternoon, [redacted] filed a claim for a plumbing issue and was 'pre-approved' for $It seems he reverts to 'approved' as opposed to the term we used via several phone conversations proceeding the initial filing of his claimHe seeked his owned plumber without pre-informing us This violates the terms of conditions in his home warranty policyDue to the extent of the plumbing issue (significant leaking that occurred and possible damage to the surrounding area), we recommended he get the repairs completed to further preclude further damageFurthermore, upon completion of the repairs by the plumber, he was advised to provide a paid invoice to remit to our claims department and review board for a final approval to reimburse him towards his claim as per the policy terms.We reiterated a few times to him that he was pre-approved and he has verbalized his understanding of this and yet resorted to concluding he was approved for the repairs.His wife, (caller ID : [redacted] ) called after he filed this complaint, to file an additional claim and had no awareness, so it seemed that he proceeded with this complaint and refused to make any comments.Please let me know if you require further assistance or information.Thank you,Vincent H [redacted] / American Home GuardT: [redacted] E: americanhomeguardusa@***.com

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 purposesThe request for a full refund towards the purchase of the client's home warranty has been forwarded to our Executive management due to the fact/s that refunds are calculated according to the unused portion of the policy with the addition of a cancellation / termination fee clearly stated in the terms of agreement in the client's signed policyAmerican Home Guard will provide a response (via email or US MAIL) to this request with – business days.Thank you.Respectfully,Client Services American Home Guardwww.americanhomeguard.cominfo@americanhomeguard.com855-511-- main line telephone- main line digital fax

[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 me Regards, [redacted] ***

Complaint ID [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 communications between our customers are recorded and monitored for quality assurance purposes.As per the terms of agreement in your home warranty policy with American Home Guard , our claims department has arranged for a dispatch of a plumber in an effort to provide an estimate and diagnosis towards the plumbing issues you were experiencing, We were then informed that you denied the service call and we had no alternative but to cancel it.We were looking forward to providing you with the services and/or repairs necessary to get your issue/s resolvedShould you still require further assistance, we would gladly address the concerns you may have.Otherwise, we will be forwarding your request of a termination of your policy with American Home Guard and initiate the cancellation process to issue the due refundPlease let us know how you wish to proceedThank you for your attentionClient ServicesAmerican Home Guard [redacted] [redacted] *** [redacted] ***

Good morning, [redacted] ***As much as we would have liked to process [redacted] ***'s claim and provide any repair/s as per his terms of agreement, we were not able to move forward with thisThe reason for this was that we no longer cover his areaHe was given this information via phone He will be receiving a letter from including the details of his refund and stating that we no longer cover his areaWe apologize we were not able to assist him with his claims and necessary repairsPlease find a snapshot of a note in our CRM and an email pertaining to a phone call between [redacted] and a Client Services Specialist reflecting this (below):Info Americanhomeguard sent a tracked email to [redacted] #( [redacted] @***.com)12/12/at 2:PM ESTActionsStatus:RepliedOpens:1Clicks:0DetailsRe: Claims for [redacted] Good afternoon, [redacted] ***This will confirm that our last contact with you on December 6th you were informed that American Home Guard no longer provides service in your area and that you will be receiving notice with full refund on the two (2) policies purchased earlier this year.We thank you for your patience as this letter and refund will be sent to the followingresidential address that we have on file: [redacted] Bellevue, WA ***Should there be any further questions or concerns, we can be reach 24-hourson the customer service line, [redacted] CLIENT SERVICESAMERICAN HOME GUARD [redacted] ***PHILADELPHIA, PA 19102TEL: [redacted] ***FAX: [redacted] ***EMAIL: [email protected]: www.americanhomeguard.com [redacted] This document may contain confidential and trade secret information of American Home Guard Inc and may be subject to the Economic Espionage Act of This message is intended only for the use of the individual or entity to which it is addressedIf the reader of this message is not the intendedrecipient, or the employee or agent responsible for delivering the message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this message is strictly prohibitedIf you have received this communication in error, please notify us immediately by replying to the sender of this e-mail or by telephone at [redacted] *** You left a note about [redacted] #*12/06/at 11:AM ESTActions [redacted] stated that he has claims on this property that he needs to have looked into He was told by Pattie Walters that at this time AHG is no longer providing service to his area ( Washington State ) the letter with refund for the two (2) properties he has covered with us will be fully refunded.He was greatly disappointed and proceeded to argue, he was offered as a courtesy to have an appointment set up for a technician/service vendor to see about the problem(s) however it will have to be at a cost to him as we have to terminate the policies he purchased with us.He was not at all pleased about that and wanted to speak with a supervisor, he was told that the floor supervisor will concur this same information however he insisted so he was placed on hold for the Claims Floor Supervisor and later disconnected/dropped the call.Please let me know if you require additional information regarding this complaintThank you,Vincent H [redacted] American Home GuardT: [redacted] F: ###-###-####E: americanhomeguardusa@***.comwww.americanhomeguard.com

To: [redacted] @mybbb.orgDate: Thu, Jul 6, 2017 at 2:36 PMPlease be advised that we have followed up with an email yesterday, July 5th, regarding his refund due (Total: $399.99). He was emailed a transaction id no. as a reference for the refund processed; we also phoned the client yesterday evening to elaborate on the refund process. Please let me know if you have further inquiries towards this complaint.Looking forward to a speedy resolve in this matter.Stephanie C.Tel: [redacted] American Home Guard 1515 Market Street # 1200Philadelphia, PA 19102Tel: [redacted] Fax:###-###-####[email protected]

From: Info AmericanHomeGuardUSA<[email protected]>Date: Thu, Jan 5, 2017 at 3:40 PMSubject: Complaint ID [redacted] - [redacted] To: [redacted] @mybbb.orgGood afternoon, [redacted] ***Thank you for providing American Home Guard the opportunity to re-open the above mentioned complaint for... [redacted] ***. [redacted] was informed that he would be permitted to seek his own HVAC contractor in an effort to diagnose /repair his HVAC system by our claims department. After remitted an invoice with the repairs completed, it was forwarded to be reviewed by the Board in an effort to authorize a payout / grant.Our claims department elected to grant a payout of $150.00 towards the necessary repairs/replacement for his HVAC claim as per the terms of our agreement. We also reserve the right to request up to (3) years maintenance records prior to the date of purchase of any home warranty policy. (kindly refer to page 7, 41d on his policy attached.) He was not able to furnish maintenance records to us and thus this amount granted was decided upon.The payout towards his repairs was conveyed to him via phone which he refused to even consider. He would be emailed a a 'Reimbursement agreement (PDF) upon his verbal acceptance to the grant within 1-3 business days.It was therefore concluded that the customer didn't abide with his home warranty with American Home Guard which he signed and forwarded back to us. (see signed policy attached).This claim is considered closed and his issue resolved as any/all services and decisions rendered strictly abide with the terms on his policy. We solely believe that we had resolved all matters relevant to his claim and addressed all issues to the fullest capacity.We regret we weren't able to provide more to the customer as he wanted, however the terms of agreement in our policies must be adhered to at all times.We want to thank you, again, for allowing us to re-open this complaint. Should you have any further inquiries or need additional information, please don't hesitate to contact me at the number below. Sincerely,Vincent H [redacted] AMERICAN HOME GUARDT: 855-511-4242 F: ###-###-####E: americanhomeguardusa@***.comwww.americanhomeguard.com

Good afternoon, Ms***This will confirm that we have addressed the concerns and issues directly with the consumer You may refer to the following attachments, and if there is anything further we will be happy to respond and comply accordingly.Thank you.· Signed Policy Agreement· Client letter to MrH [redacted] w/invoice re: Tech Service Call· Our company response· Signed Hold Harmless Agreement with copy of refund check