American Home Guard

Good afternoon, [redacted]In response to this complaint by [redacted], please be advised of the following:1. American Home Guard scheduled a service call for her AC unit aka as 'swamp cooler' as per the customer.2. A claims specialist texted her on 11/01/2016 at 3:37 pm Est as follows: ...

 'Good afternoon , [redacted]. This is American Home Guard reaching out to you regarding your service call.'  (American Home Guard)   ' So far so good. Thank you.   Swamp cooler is working.'  ([redacted])We look forward to resolving this matter a.s.a.p. and putting this complaint to rest as the customer was contacted to get notified of the service call, and the contractor serviced her AC unit to satisfaction and working condition.We believe that this complaint was submitted prior to her service call.Should you have further inquires, please don't hesitate to contact me via email or phone.We appreciate your effort/s in this matter.Thank you kindly,Vincent H[redacted] / American Home GuardT: [redacted] E: [redacted]

From:  Revdex.com of Metro Washington DC<[email protected]>Date: Fri, Feb 9, 2018 at 11: 40 AMSubject: Fwd: Complaint ID: [redacted] To: [redacted] & lt; [redacted] @myRevdex.com.org>Sincerely, Revdex.com Customer Service Team — Forwarded message - — From:   [redacted]  < [redacted] .net>Date: Wed, Feb 7, 2018 at 9: 47 PMSubject: Complaint ID: [redacted] To:  [email protected]. orgI filed a complaint with Revdex.com and it went no where because the company American Home Guard was lying. I called your office and asked to speak to [redacted] who was supposedly handling my case. She, of course, did not answer the phone and did not return my phone call. Instead, she closed the case. Why I called was I wanted to explain what was going on. The email address on the form that I signed does not work. They blocked my email from going through. How do I know this? I kept sending it and they said they didn’t receive it. They would not provide a person to send it to just a generic email. Through Revdex.com I thought I could provide the documents with a witness that they had received them which they did through the Complaint emails. They did not send the check. They are liars. Is this not the email address on the form??? Message could not be sent to the following recipients: [infoamericanhomeguard.com] ( [redacted] & lt;infoamericanhomeguard.com> invalid addressThis means that address is not receiving email from my email address  [redacted] .net. They have blocked my email and pretend I haven't sent the documents. Try emailing the email address and your email will go through. I sent them a new email under [redacted] . comand it went through. They are trying to say because they did not receive the documents they do not have to pay, but they have blocked my email address. This fraud and needs to be investigated. And no thanks to [redacted] who can’t be bothered to return a phone call the complaint has been closed. [redacted] ###-###-####

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:The claim has been under process for about a month, and no action is being taken whatsoever. My faucet has been non-functional and I has been non-functional and unusable. A company cannot sit on a claim for weeks and expect a homeowner to suffer. I do not wish to continue service with American Home Guard, and even though I requested cancellation of service on January 31st 2018, they have refused to cancel my service which is yet again another breach of contract. I have sent multiple emails requesting cancellation and refund, in addition to phone calls. They simply ignore any and all requests made to them. (I can provide all the email chains and responses from American Home Guard).I demand policy cancellation and a full refund of $399 and loss of use for the duration the faucet and the bathroom sink have been unusable.Regards,
[redacted]

We are glad to hear  that [redacted] received the (2) towards hisclaim reimbursements.In order to reach a complete resolution, we await your communication with the Revdex.com as to your knowledge of the checks clearing.Thank you,Client ServicesAmerican Home Guard

[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:
If the company follows through with their promise to refund my money, then I accept the company's response.
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]

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 dated. Upon 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 matter. Sincerely,Vincent H[redacted]American Home GuardT: [redacted] F: ###-###-####E: americanhomeguardusa@[redacted].comwww.americanhomeguard.com

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 purposes. Upon 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 us. As one of the top rated Home Warranty providers available, we appreciate your business and look forward to working with you. Attached 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 24 hours. etc....  (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 her. She went ahead and returned it to us with the required signature and date. On occasion, an email may be dropped into a 'SPAM, 'JUNK', 'TRASH' without the recipient noticing. This is not to say this had transpired but we have seen it happen in the past. Our dispatch department had taken into a deep consideration - the weather conditions in her area, 3 children and the urgency of the service call request. They had  worked diligently in scheduling the first available service call as to what was submitted in her claim. Due 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 agreement. If 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 unit. As 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 consideration. Sincerely, Client Services American Home Guard Tel: [redacted] Fax: ###-###-#### Email:  [email protected] www.americanhomeguard.com

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 this. The reason for this was that we no longer cover his area. He 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 area. We apologize we were not able to assist him with his claims and necessary repairs. Please 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] #1 ([redacted].com)12/12/2016 at 2:54 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  [redacted]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 1996. This message is intended only for the use of the individual or entity  to which it is addressed. If 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 prohibited. If 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] #*12/06/2016 at 11:33 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 complaint. Thank you,Vincent H[redacted]American Home GuardT: [redacted] F: ###-###-####E: americanhomeguardusa@[redacted].comwww.americanhomeguard.com

Dear Mrs. [redacted],Re:  ID [redacted], Date: 9/24/2016We have enrolled [redacted] on June 29, 2016 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 2016 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 Order. All 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 Agreement. Any 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 30 + 5 days before filing a claim. Her purchase date was June 29, 2016 and thus her effective coverage date would be July 29 + 5 days - August 3rd to file a claim. Kindly 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 5 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 time. Kindly refer to the most recent email communication sent to [redacted] S.  [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]09/23/2016 at 12:14 PM EDTSTATUS:ClickedOPENS:2CLICKS:2DetailsAmerican Home Guard - Cancellation of Policy no. [redacted]CC: tracy.h[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 3-5 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]_REFUND_AGREEMENT_9.23.2016-1.pdfSi...⇄ of email)(I have attached the refund agreement (dated 9.23.2016) for your review . )The customer is due a total refund of $575.00 - 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 her. American 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]

Complaint ID no. [redacted]  American Home Guard values and appreciates your business as well all clients who hold home warranty plans with our company. All 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, 2017 to verify the mailing address of the refund check that was processed for the cancellation of his home warranty. We are awaiting his response and will have the check mailed out to the requested address.  Thank you.  Respectfully, Client Services American Home Guard [redacted]
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[redacted]In regards to complaint [redacted] - I did finally recieve my refund yesterday, Jnuary 17th 2018. I still maintain my statements in my complaint about this company.[redacted]

From: Info AmericanHomeGuardUSA<[email protected]>Date: Thu, May 11, 2017 at 4:08 PMSubject: Re: Complaint ID [redacted] - [redacted]To: [redacted] <[redacted]@myRevdex.com.org>Dear, [redacted]Good afternoon, [redacted]. In response to the Complaint ID no. [redacted] for...

[redacted]:Kindly refer to the attached, signed Cancellation/Refund agreement for the above mentioned policy holder. Please be advised that the refund due as per the agreement includes a payout for a claim submitted to American Home Guard as per a signed Claim Reimbursement agreement received (attached).As per today, [redacted]'s policy has been terminated and a refund check is being issued to him as per the total due on his signed agreement. He can expect to receive it with 7 - 14 business days.Please let us know if you require further assistance or information.We appreciate your effort/s and attention to this matter.With Kindest Regards,Vincent H[redacted]American Home GuardTel: [redacted]Fax: ###-###-####Email:[email protected]

From: Info AmericanHomeGuardUSA <[email protected]>Date: Wed, Apr 26, 2017 at 7:08 PMSubject: Complaint ID [redacted] - [redacted]To: [redacted] <[redacted]@myRevdex.com.org>Dear [redacted],Please refer to a copy of the email below with respect to the refund check mailed out to [redacted] with the due refund for the plumbing repairs and cancellation of his home warranty with American Home Guard below:Info Americanhomeguard sent a tracked email to [redacted].[redacted].com)April 25th at 6:24 pmActionsStatus:OpenedOpens:1Clicks:0DetailsYour check has been mailed out - Policy no. [redacted]Good evening, **. [redacted]Please be advised that your refund check (Check #[redacted] , Total: $ 274.95 )has been mailed out today, 25th of April 2017, for the cancellation & claim reimbursement as per your signed revised agreement received by American Home Guard.Thank You,Client ServicesAmerican Home Guard Inc.1515 Market Street # 1200Philadelphia, PA 19102T: [redacted]F: ###-###-####E: [email protected][redacted]We are looking forward to having this complaint resolved and closed.Thank you for your attention and effort/s.With Kindest Regards,Vincent H[redacted]American Home Guard Inc.1515 Market Street # 1200Philadelphia, PA 19102Tel: [redacted]Fax: ###-###-####Email: [email protected]...⇄

Dear [redacted],We are in receipt of the
complaint from [redacted] pertaining to the home warranty coverage with
our company purchased on June 8, 2016.
 At the time of sign up for her policy,
we extended courtesy to her by granting a monthly payment plan in the amount of
$41.66....

 We normally require payment in
full for the full length of the policy (1 year) upon purchase / sign up.  In addition, during the time of the sales
quote, she was notified of a $45.00 service fee for when a field technician is
dispatched to her home for a service call / diagnosis.We require a 30 day waiting
period + 5 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:25. 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 5 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 30 day
waiting period in an effort to satisfy the customer. Kindly 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]07/05/2016
at 4:30 PM:[redacted] called in, A/C is
not working, not making things cold. The 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, 2016 (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 response. We 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

Re: [redacted], Complaint ID No. We 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 process. As 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 complaint. American Home Guard's billing department has issued a check as per the signed agreement. For security purposes, she may e-mail us at [email protected] regarding her reimbursement - we would be glad to assist her.Thank you. Respectfully,Client ServicesAmerican Home Guard Tel: [redacted]Fax: ###-###-####E-mail: [email protected]

Refuse to have service person come out. Days after my unit was serviced it failed causing my roof to leak. They want to cancel my policy. Without even a question asked. Hung up on me. Refuse to answer for me. I HAVE 10 video recordings. I was on the phone hours with them. Never ever once would they respond about my swamp cooler not working or their work warranty they keep hanging up on me. Alton me altogether they taking my money. Refusing to provide me service. They refuse to answer my phone calls. If I call from my neighbors phone they answer in minutes. They are purposely sending me to voicemail I have witnesses and video.  My swamp cooler is steel leaking. You refused to check into it. You refused to service me. Treat me with respect and acknowledge my complaint. When I call using a different phone # you answer. You have refused to return or answer my calls once I complained about your service.

Complaint ID no. [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...

purposes. After 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 Guard. Our 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 acceptance. If he is not of acceptance he can request to file an appeal in an effort to have a different resolution. In 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

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If 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 7th. Well past the 7-14 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 recieved. I 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]

From: Revdex.com of Metro Washington DC<[email protected]>Date: Thu, Sep 28, 2017 at 10:31 AMSubject: Fwd: Complaint ID# [redacted]To: [redacted] <[redacted]@myRevdex.com.org>Sincerely,Revdex.com Customer Service Team---------- Forwarded message ----------From: [redacted] <[redacted].net>Date: Wed, Sep 27, 2017 at 5:04 PMSubject: Complaint ID# [redacted]To: "[email protected]" <[email protected]>This is in response to American Home Guard.  Per their response I was to suppose to have received the check within 7 to 10 business days from April 30, 2017.  I had to continue to call and even contacted the Attorney General's Office plus Call for Action at the local TV station.  Finally on May 31, 2017 I received a check for $150.00 which is still short $119.00 I felt I was entitled to.  The only explanation is that they had agreed on the amount and that was refund I would get.  I did sign papers because I was tired of the run around but I do not agree with the amount.  I am glad that it is over I will absorb the lost and learn from experience not to do business with this company again.  They are dishonest and not organized and do not honor their agreements for which you paid for.Sincerely,[redacted]complaint id# [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 purposes. At this time we offer our profuse apologies...

for any inconvenience you may have experienced during this process. Please be advised that after a review that was conducted of the customer's statement of the problem, a supervisor was assigned to contact the client /policy holder in an effort to speak to him about his experience/s with American Home Guard with respect to the claim he submitted.  The supervisor had a lengthy yet pleasant conversation in depth regarding his claim/s, and outcomes thus far and was informed that all communications, relevant documents, claim information would be forwarded to [redacted]. Mr [redacted] would be provided a response with resolution directly from him.  We look forward to putting this matter to rest and appreciate this opportunity.Should you require further information, please let us know.Respectfully,American Home Guard      a mutually satisfactory conclusion. Mr. [redacted] was advised that