American Home Guard

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 purposesUpon emailing any of our home warranty agreements, it is apparent that the policy/ies purchased require a signature and date as it is requested in the Welcome email message below: Welcome to American Home Guard ! We are excited and very pleased to have you join usAs one of the top rated Home Warranty providers available, we appreciate your business and look forward to working with youAttached you will find the invoice for your policy # ######## our ________ PLAN [redacted] It is requested that you kindly review this document, sign/initial where indicated and return to us at your earliest convenience by email to: [email protected] or by fax ###-###-#### [redacted] If you have any questions or concerns, feel free to contact us at any time on our customer service line which is available hoursetc (The agreement shows the signature and date areas on the last page) Prior to the processing of the policy holder's claim, our records reflected that the we didn't have the signed agreements on file and it was re-forwarded to herShe went ahead and returned it to us with the required signature and dateOn occasion, an email may be dropped into a 'SPAM, 'JUNK', 'TRASH' without the recipient noticingThis is not to say this had transpired but we have seen it happen in the pastOur dispatch department had taken into a deep consideration - the weather conditions in her area, children and the urgency of the service call requestThey had worked diligently in scheduling the first available service call as to what was submitted in her claimDue to a very high volume of dispatched technicians in the area, she was offered an option of securing her own technician, however the one she had located winded up not being licensed which is not acceptable as per the outlined terms and conditions in her agreementIf the technician had a license, American Home Guard would gladly open its doors to working with him/the company in an effort to get the necessary repairs towards a working unitAs far as the request in this complaint: 'some kind of adjustment', we would need further elaboration as to what she is expecting and we can forward the request to our Executive Management for considerationSincerely, Client Services American Home Guard Tel: [redacted] Fax: ###-###-#### Email: [email protected] www.americanhomeguard.com

Complaint ID *** Good evening, [redacted] My name is Stephanie C [redacted] , I am a supervisor at American Home Guard.Your request of the refund check for your cancelled home warranty has been brought to my attention.I want to extend my profuse apologies for any inconvenience you believe you have experienced during the process of the cancellation.Kindly be advised that American Home Guard Executive Team with collaboration of Legal Counsel had endured a very lengthy process with respect to processing all refunds (by zip code) to policy holders in your state.I would like to inform you that you can rest assured that your receipt of the refund check (referenced below) is to be anticipated within -business days(Check #***, Total: $700.00)Should you need my direct attention, please don't hesitate to call us and request to speak with me.Thank You,Stephanie C [redacted] SupervisorAmerican Home Guard Inc.Tel: [redacted] Fax: ###-###-####Email: [email protected] Note [redacted] - a copy of this message has been emailed to you earlier today, April 26,

Complaint ID no [redacted] American Home Guard values and appreciates your business as well all clients that hold home warranty plans with usAll telephone calls and written communication between our customers are recorded and monitored for quality assurance purposes The breakdown of any applicable charges of the cancellation agreement was conveyed to [redacted] over the phone along with the refund due to himDuring this phone call, he seemed to show an understanding of the agreement and has proceeded to sign and date it The cancellation agreement was then emailed to the policy holder and corresponds with the outlined terms of agreement under Termination of Agreement (which can be referred to on page 7, point 42)American Home Guard has not introduced any new charges, fees or costs due to its policy holders upon request of cancellation that do not coincide with the policy's termsAll customers have a day period in which they can opt to terminate their agreement for a FULL money back guarantee; otherwise at any point after the day period of the purchase, the terms under point will be adhered to American Home Guard has processed a refund of the due amount as per the signed cancellation agreement back to the policy holder's method of payment and has no further obligation as this home warranty has been cancelled.Thank you for your attention.Respectfully,Client ServicesAmerican Home GuardMarket Street Suite #Philadelphia, PA Tel: [redacted] Fax: ###-###-#### Email: [email protected]

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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. A check dated January 4, arrived on February 1, in the amount of $
Regards,
*** ***

From: Revdex.com of Metro Washington DCDate: Mon, Jun 12, at 8:AMSubject: Fwd: American Home GuardTo: *** *** Sincerely,Revdex.com Customer Service Team---------- Forwarded message ----------From: *** *** Date: Fri, Jun 9, at 4:PMSubject: American Home GuardTo: [email protected],Please make consumers aware of the issues I had with this company:No one every responses to emailClaim that was approved to be paid in February didn't arrive until June. This payment was only paid when I notified youCustomer support person was very unprofessionalWhen asking for the contract when I first joined I never received itMake statements regarding coverage when I first joinedThis company is fraudulent and should be investigated.Regards,

From: Revdex.com of Metro Washington DCDate: Tue, Jan 3, at 8:AMSubject: Fwd: complaint #***.To: *** *** ---------- Forwarded message ----------From: *** *** Date: Mon, Jan 2, at 10:AMSubject: complaint #***.To: Revdex.com I finally received the refund I was due, so this matter has been resolved. Thank you for your assistance. *** ***

American Home Guard values and appreciates your business as well all clients who hold homewarranty plans with our CompanyAll telephone calls and written communication between our customers are recorded and monitored for quality assurance purposes. As per a phone conversation, today, August
18, a representative has discussed the overallservices, the information relevant to the (2) claims submitted and the cancellation process.At this time, after a mutual agreement between American Home Guard and the client, it was decided upon to move forward with a termination of his home warranty agreement.The client was explained the terms of agreement outlined in his policy with respect to the termination of his agreement and was informed to expect a Cancellation agreement to be signed and dated in an effort to issue and release the refund due.We look forward to a complete resolve of this issue.Respectfully,Client ServicesAmerican Home [email protected]*** - main line telephone*** *** *** - 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: ***
I am rejecting this response because: *** *** my husband accepted to sign because he did not have a choiceWe were forced to pay $illegally otherwise the company would have taken our $1,What this company did was totally theft and retaliation because we cancelled the policy since they did not honor the agreementThere was no mutual agreementsWe were forced to give them our money or sue the companyWe are still going to continue to fight this robberyIt is wrongJust because we signed to avoid losing all our hard earned money, does not mean consentThey stole our $Please let all consumers know that buying a policy on this company, they will not get the service but will lose moneyPlease warn consumers!
Regards,
*** ***

Good afternoon, Mrs*** Please find a copy of *** *** - ***'s refund check(check no***, 11.09.2016, $700.0).We are glad to be able to diffuse this matter amicably and look forward to finalizing this complaint.If you require further assistance, please don't hesitate to contact me via phone or emailWe greatly appreciate your assistance pertaining to this and all other matters!Thank you,Vincent H***American Home GuardT: ***E: ***

From: Revdex.com of Metro Washington DCDate: Fri, Sep 8, at 4:PMSubject: Fwd: FW: Response Needed TODAY/ and or FULL Refund RequestTo: *** *** Sincerely,Revdex.com Customer Service Team---------- Forwarded message
----------From: *** Date: Fri, Sep 8, at 4:PMSubject: FW: Response Needed TODAY/ and or FULL Refund RequestTo: Revdex.com Attention: Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***I emailed them to today AGAIN. Revdex.com, anything you can possibly do to assist me in this time of crisis would be greatly appreciated.From: *** [mailto:***.***] Sent: Friday, September 8, 3:PMTo: '***' Subject: FW: Response Needed TODAY/ and or FULL Refund RequestImportance: High It has been over a week since I emailed the below and I still have not received a refund or any follow through whatsoever. As we prepare for the hurricane to hit our area, I will be without additional refrigeration that assists me in storing lifesaving medication. I was so patient at the start of this process because it was a second refrigerator and I did not think I would be without it for more than a few days after originally reporting it the first week of August. We were obviously sold a fraudulent policy, as we paid and agreed to terms with you all and we have been ignoredI have documented all the attempts to call and email you. AHG’s neglect has now put me in a serious situation with a medical condition I have. This is our last attempt to resolve this without getting a third party involved. I mean this respectfully and not as a threat. I am a very patient person, but have never been treated more poorly as a consumer by any company. I will also ask that our local *** consumer watch dog get involved. This is the type of story that will certainly interest them. I am not sure what more to do, short of begging you to respond to us. This is my last time emailing and pleading for a response From: *** [mailto:***.***] Sent: Wednesday, August 30, 1:PMTo: ***Subject: Response Needed TODAY/ and or FULL Refund RequestImportance: High Good afternoon:I am emailing after speaking with Chris today at Home Appliance Service, who emailed you at: ***, a week ago, in regards to our secondary refrigerator. *see attached. They came out and declared it was not worth repairing, as it would cost $He reported this to you all the very same day of their service call. I have emailed three times to: *** and called Stephanie twiceI was promised last Friday to hear backI am respectfully requesting upper management review this caseWe just signfor your service and it has been nothing short of a negative experience. Although it is a secondary refrigerator that we are dealing with, I have a tremendous sense of urgency for it to be repaired or replaced, as it houses lifesaving medication I’ve been very patient and would appreciate you listening to the recorded phone calls with Stephanie prior to emailing me back. Please follow through with me, as Stephanie promisedAnd also, she verbally assured me if there was no resolution, there would be a “full” refund. I have been checking my CC and will check again over the next “hours” to see where we stand.Very… disappointed,*** *** From: *** [mailto:***.***-***@***] Sent: Tuesday, August 29, 5:PMTo: ***Subject: waiting since Friday to hear back Importance: High Stephanie and or Upper management:After the issues we had with the contract discrepancy start date, and then the original service company not showing after six hours of me waiting, Stephanie you convinced me to give American Homeguard a second chance, which I agreed to with the verbal agreement between us that the refrigerator issue would be handled last week or I would settle for a hassle-free full refund.I am so disappointed with how no one has followed-up, once again, today. Once again I’m asking you to please confirm next steps by responding to my email ***, ---------- Forwarded message ----------From: Cris R*** To: Cc: Bcc: Date: Wed, Aug 13:30:-0400Subject: Fwd: w/o*** att: Avery---------- Forwarded message ----------From: Cris R*** Date: Wed, Aug 23, at 4:PMSubject: w/o*** att: AveryTo: *** Serving Florida & Ohio *** *** ***Cust: *** ***Add:*** *** Cl, Lk WorthPho: *** *** ***Repair: Refrigerator WplRSS / No Cool Mod:***8/8:am TO 10:amCheck unit thoroughly, including the compressor unitFound the compressor hot and seized with fan motor not functioning.Repair: Seal system repair; Compressor, dryer, refrigerant, etc. Est; $P<ech: Frank.---------- Forwarded message ----------From: Cris R*** To: Cc: Bcc: Date: Wed, Aug 13:30:-0400Subject: Fwd: w/o*** att: Avery---------- Forwarded message ----------From: Cris R*** Date: Wed, Aug 23, at 4:PMSubject: w/o*** att: AveryTo: *** Serving Florida & Ohio *** *** ***Cust: *** ***Add:*** *** Cl, Lk WorthPho: *** *** ***Repair: Refrigerator WplRSS / No Cool Mod:***8/8:am TO 10:amCheck unit thoroughly, including the compressor unitFound the compressor hot and seized with fan motor not functioning.Repair: Seal system repair; Compressor, dryer, refrigerant, etc. Est; $P<ech: Frank

re: *** ***, ID no. ***Please be advised that (2) transactions for reversal of the amounts paid were processed and should be reflected in the financial statements relevant to your payment method within - billing cycles.Thank you for your attention.Respectfully, American Home GuardTel ***Fax: ###-###-####Email: [email protected]

From: Revdex.com of Metro Washington DCDate: Tue, Feb 7, at 9:AMSubject: Fwd: Complaint ID: ***To: *** *** ---------- Forwarded message ----------From: *** *** Date: Mon, Feb 6, at 7:PMSubject: Re: Complaint ID: ***To: [email protected] ID ***Against American Home Guard Dear Sirs,I am afraid despite my repeated efforts to settle this case with the company I have not been successfulThis has been going on since August and their final response was they will not repair the washer but will send me a check for $The actual cost of repair is about $to replace the drumHowever they are refusing to payEven the amount that they agreed on , i.e$150, has not been received and it has been over weeks that I keep asking them to send me the check but no response. I truly believe that this organization is taking advantage of people and are looking for excuses not to pay or prolong the process or give the run aroundI urge you to look into this organization because they do not seem to honor their agreement and simply do not provide the service that they are falsely advertising. Thanks you and looking forward to your guidance
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Complaint ID *** *** ** ***Please be advised that a check nohas been issued for the total on the signed Claim Reimbursement agreement we have received for the claim (garbage disposal)It has been mailed out to the covered residenceThe policy holder can anticipate
receipt of the check within - business days.Thank you for your patience and business during this process.Client ServicesAmerican Home Guard*** ***
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Good morning ***We are writing you regarding the above mentioned complaint for *** ***Please be advised that we have retrieved the deposit information from our financial institution with respect to a deposited check no(date: March 30, 2017) issued to the policy holder that corresponds to her signed cancellation agreement (attached)Please note that the amount due for a refund is $not $Attached, please find proof of deposit for the check issued. Please let us know if you require further information.Thank you for your attention and effort/s regarding this matter.Vincent H***American Home Guard Inc

Complaint: ***
I am rejecting this response because: The refund quoted in the attached agreement provided ($175) is different from the amount mentioned below ($140) I'd like the refund as agreed upon, pleaseThank you
Regards,
*** ***

To: ***@myRevdex.com.orgDate: Thu, Jul 6, at 6:PMAll concerns and issues are considered of utmost importance to American Home Guard and we look forward to addressing them in an effort to reach a resolution as we seek to obtaining customer satisfaction.Please note that all calls are monitored and
recorded for quality assurance purposes. As of today, July 6, American Home Guard retains a signed copy of *** *** ***'s home warranty agreement thereby indicating that he is within obligation to abide with the terms and conditions set forth in his policy throughout its duration.*** ***'s claims were thoroughly reviewed with respect to the logged entries of notes, communications (emails, phone calls) & documents with relevance.Kindly refer to the time line of events pertaining to his (2) Claims with American Home Guard (below): Microwave:November 1, *** ***s was sent an email with notification of a a high volume of dispatched technicians at the time in his areaHe was offered what's known as a cash in -lieu towards the repairs or replacement of his microwave and was emailed a Claim reimbursement agreement with the approved amount(Our dispatch department continued to obtain the first available service call for his appliance and texted him the contact information of an appliance repair company that was available)*** ***s agreed to sign it and forward it us via emailAmerican Home Guard issued a check with the approved amount.Swamp Cooler:May 25, *** ***s called in for a claim for his swamp cooler and was responded to via email with a notification of processing along side a claim nothat was assigned. A workorder was assigned to a company for a service call request.June 6, A repspoke to the the technician and requested to have the estimate with diagnosis and estimate to be sent to us for review and approval.The estimate was received and forwarded to our Review Board for review and approval.June 9, A specialist requested maintenance records from the client which we reserve a right to as per the outlined terms of agreement in his signed policy; this may be requested on occasion for some of the particular items necessary to be repaired or replaced under the planThe policy holder was conveyed the approved amount towards his claim as per the terms and conditions of his agreement. A service fee aka deductible is a standard fee and obligation to be paid to the service technician on the date of a service call for a system and/or appliance on the home warranty plan purchased. All decisions rendered by American Home Guard's Resolution Team for a submitted claim are reflected upon in the home owner's home warranty agreementWe also welcome any comments, inquiries or appeals to any claim submitted. Should *** ***s feel the need to pursue his disagreement of the decision towards a claim further, he may request to do so by emailing us with request to file an appealOur appeals department would review all relevant documents, invoices and the policy holder's appeal request with consideration to render a new decision towards his claim.Should you have additional concerns, please don't hesitate to contact us.We look forward to a speedy resolution to this matter.Thank you for attention.Respectfully,Stephanie C.American Home Guard Market Street # 1200Philadelphia, PA 19102Tel:***Fax:###-###-####[email protected]

RE: Complaint ID no*** / *** *** We are in receipt of the above mentioned complaint submitted from *** *** regarding a plumbing issue / claim he filed with American Home Guard. The client was sent an email regarding the status of his claim on February 6, at 4:pm ESTIn
this email, he was informed that:We have elected to obtain additional information regarding the estimate provided to us from the assigned plumbing company on the date of his service call as we feel there may have been inadequate information on the estimate sent to us. This decision has been made as per the guidelines or instructions of the Claims Management.We are yet to receive a response from the plumbing company assigned to himUpon obtaining the required information, we will be contacting *** *** with further information on his claim and for possible re-evaluation of his claim.Thank you for attention.Respectfully,American Home GuardManagement

From: MrJim Date: Mon, Feb 5, at 4:PMSubject: Fwd: Re: American Home Guard - Claim Reimbursements (2)To: [email protected]: ***@myRevdex.com.orgDear American Home Guard,In follow up to your letter of 1/22/18, I did receive both checks.I have not heard back from the bank at this point so I will presume both checks clearedThat being the case, I will consider the case closed and my payments completeShould the checks be an issue in the future, I will contact you.Thank you,*** ***From: ***@***.comTo: [email protected]: 1/24/11:12:AM Pacific Standard TimeSubject: Re: American Home Guard - Claim Reimbursements (2)Revdex.com CLAIM # - ***RE: AHG Claim *** AHG Claim ***Client Services,I have received the two checksOne for $(#***) and one for $(#***).After many months of communications, I was relieved to receive the checks, especially the check for I would say that the check for $(re: garbage disposal replacement) was sent almost within the days promisedThe $was supposed to come in October and has just now arrived.As you know, I filed a complaint with your local Revdex.comIt appears that this filing prompted the payment of the monies owed to meThey have notified me of your letter to them regarding the payments to me and your waiting for me to confirm the receipt of the two checks.Yes, I have received both checks, however, I feel it is prudent to make sure BOTH checks clear your bank before signing off on this issue.After several months of waiting for the $175.00, I never got the check until nowIf you check my file notes you will find that on 12/4/Errol said that the first check (#***) for $was going to be stopped since I had not received it yet and it must be "lost"He said a new check (#***) was going to be issued to replace #***Again, a month went by and still no checkNow..I get a check for $175.00,,and,,it's check #***, the one you told me was stoppedImagine my confusion.So,,presuming that Check #*** is actually still valid and does not have a stop on it, I deposited the check (along with the check for $95.00) yesterday, however, I have NOT told Revdex.com that the matter is resolvedONLY when I get confirmation from my bank that both checks have cleared will I notify Revdex.com.I wish I had more confidence in you payment gestures, but you have been so deceptive on this matter I am reluctant to believe you yet as were the numerous clients who registered complaints on ***.Sincerely,*** ***In a message dated 1/22/1:59:PM Pacific Standard Time, [email protected] writes:*** ***,Please be advised that (2) checks have been mailed out in the amounts of $and $175.00.Kindly respond to this email upon your receipt.Thank you,Client ServicesAmerican Home GuardMarket Street Suite #1200Philadelphia, PA 19102Tel: ***Fax: ###-###-####E-mail: [email protected]

Complaint: ***
I am rejecting this response because:They have already given me a signed agreement for $that they have NOT paid for over monthsIn addition they need to refund me for additional charges paid to the service men above $(according to our contract), i.e$Finally, they need to refund the total payment I made to them since they did not deliver on any of the issues that came up and kept coming up with excuses and delaysEven their response here is another delay tactic which they keep doing every time they need to make a paymentYou really need to look into this operationThey are not being honest with their clients and do not deliver any of what they claim they provide!!! At least let some of the local news organizations look into this place and see how they operate.Regards,
*** ***

From: Info AmericanHomeGuardUSADate: Tue, May 16, at 12:PMSubject: Re: Complaint ID *** - *** ***To: *** *** Good afternoon, ***We are responding to Complaint ID *** (*** ***) and do
appreciate your effort/s and patience in this matter.With respect to the requested refund of $75.00, please be advised that a check nohas been issued in the amount of $and will be mailed out within - business days to address below:*** *** ***Powell, OH ***In addition, *** ***'s home warranty policy, policy no*** has been cancelled.Please let us know if you require additional information.Thank you for your attention to this matter. We look forward to resolving and closing this complaint.With Kindest Regards,Vincent H***American Home Guard Inc.*** *** *** * ***Philadelphia, PA ***Tel: ***Fax: ###-###-####Email: [email protected]://www.***.com/***