American Home Guard

[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:
I have not received the check pictured. Can the company provide a tracking number and mailing address they used? The Diplomatic Post Office associated with the mailing address I provided is responsible for distributing mail to all Embassy employees. Accordingly, they log the tracking numbers of any mail received for record keeping purposes. As of 12/2/2016 they do not have any records of any certified mail received in my name from AHG. The postmaster also informed me that letter mail coming from the States usually only takes 5-7 business days.
Regards,
[redacted]

Complaint ID [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 retrieval of a call with one of our representatives on the 24th of May at or around 1:27 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 issue. She told the representative that she  forwarded us the estimate and is awaiting a decision. All claim decisions are strictly based on the terms of  agreement between American Home Guard and the policyholder. She was approved for both plumbing and HVAC  claims and is awaiting a decision on the claim submitted for her electrical issue. As 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 for. For further clarification, kindly refer to American Home Guard's Liability Provision, page 15, no. 51. Right of Entry. You must permit access to the system or appliance in need of repair or replacement. In 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 components. Unfortunately, we are not able to reimburse the amount she is requesting.Respectfully,Client Services American Home Guard www.americanhomeguard.com [redacted] - main line telephone [redacted] - main line digital fax

Complaint ID [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. At this time we offer our profuse apologies for any inconvenience you may have experienced during this process. As per a retrieval of a phone conversation with an American Home Guard representative, the policy holder was provided a check no. with the amount due for a refund towards his purchase. This check was mailed out and may be expected to be received within 7 -14 business days. We are not able to determine the exact date for its receipt, however the client can rest assured to receive the due refund via company check as conveyed over the phone with our representatives.In addition, we will forward the client a copy of the letter mailed to his covered residence as per his policy with an explanation of our home warranty services within his state (via email or US Mail). He can expect to receive it within 1 -3 business days.Attached, please find a copy of the refund check processed. (CHECK NO. [redacted]).We look forward to a complete resolve towards this pending issue in response to the client's request.On behalf of American Home Guard, we wish the best and good luck in all future endeavors.Respectfully,Client Services American Home [email protected][redacted] - main line telephone[redacted] - main line digital fax

From: Revdex.com of Metro Washington DC<[email protected]>Date: Thu, Feb 16, 2017 at 2:00 PMSubject: Fwd: Complaint [redacted]To: [redacted] <[redacted]@myRevdex.com.org>---------- Forwarded message ----------From: [redacted] <[redacted].com>Date: Thu, Feb 16, 2017 at 1:42 PMSubject: Complaint [redacted]To: "[email protected]" <[email protected]>I received a message 1/19/17 responding to my complaint.However this complaint has been closed.My issue has not been resolved.  I received letter dated 1/4/17 stating my premium would be refunded.  As of today 2/16/17 I have not received refund.How do I reopen this complaint?Thank you[redacted]###-###-####[redacted].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@[redacted].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. After 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 total. We are in receipt of a signed and dated agreement. A reimbursement check has been issued and the policy holder can expect its receipt within 7-14 business days.We appreciate your business and patience during the course of processing your claim.  Respectfully,Client ServicesAmerican Home Guardwww.americanhomeguard.cominfo@americanhomeguard.com855-511-4242 - main line telephone215 375 7995 - main line digital fax

Complaint ID no. [redacted] American Home Guard values and appreciates your business as well all clients that hold home warranty plans with us. All 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 him. During 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 terms. All customers  have a 30 day period in which they can opt to terminate their agreement for a FULL money back guarantee; otherwise at any point after the 30 day period of the purchase, the terms under point 42 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 Guard1515 Market Street Suite #1200 Philadelphia, PA 19102 Tel: [redacted] Fax: ###-###-#### Email: [email protected]

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. The 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 policy. American Home Guard will provide a response (via email or US MAIL) to this request with 3 – 5 business days.Thank you.Respectfully,Client Services American Home Guardwww.americanhomeguard.cominfo@americanhomeguard.com855-511-4242 - main line telephone215 375 7995 - main line digital fax

From: Revdex.com of Metro Washington DC<[email protected]>Date: Thu, Jan 26, 2017 at 1:56 PMSubject: Fwd: Complain Num: [redacted]To: [redacted] <[redacted]@myRevdex.com.org>---------- Forwarded message ----------From: [redacted] <[redacted].com>Date: Thu, Jan 26, 2017 at 12:56 PMSubject: Complain Num: [redacted]To: [email protected] had not heard from Revdex.com and looks like the email was hidden in my inbox, hence I found it today to respond but unfortunately it is closed.The business has not sent my charges back and also has not serviced the complaintPlease helpThanks[redacted]

Re: Complaint ID no.  [redacted] To Whom It May Concern:  Please be advised that our billing department has processed a refund in the amount of $375.00 back to the customer's method of payment. She will be receiving an email confirmation with the information pertaining to...

this transaction/refund.  American Home Guard looks forward to resolving this matter. Thank you.  Respectfully,Client Services American Home Guard

From: Revdex.com of Metro Washington DC<[email protected]>Date: Tue, Dec 26, 2017 at 12:12 PMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [redacted] <[redacted]@myRevdex.com.org>Sincerely,Revdex.com Customer...

Service Team---------- Forwarded message ----------From: [redacted] <[redacted].com>Date: Tue, Dec 26, 2017 at 8:48 AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: Revdex.com <[email protected]>Sorry, I didn’t see your email until today. But no American Home Guard has not refunded my money or responded to the numerous complaints I have submitted to their corporate and local offices. At this time I don’t have the money to hire an attorney and I’m at a lost as to what to do next. Thank you for trying to help me.Be more blessed!

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 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 resolved. Should 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 refund. Please let us know how you wish to proceed. Thank you for your attention. Client ServicesAmerican Home Guard[redacted]

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]

[redacted] was informed on the 6th of December 2016 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, 2016.  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 requesting. We 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@[redacted].comwww.americanhomeguard.com

[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: I sent an email to American Home Guard as directed in their response but still to date there has been no response. I have emailed them on 3 other occasions trying to get something in writing saying they are not going to honor fixing my cooler.  There has been no response to any of my emails. 
Regards,
[redacted]

Complaint ID no. [redacted] - [redacted]  American Home Guard values and appreciates your business as well all clients who hold home warranty plans with our us. All telephone calls and written communication between our customers are  recorded and monitored for quality...

assurance purposes. The policy holder enrolled in a multi year plan and had been approved for a flex payment arrangement for his plan. In 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 coverage. A revised plan was sent to him to include an additional coverage he opted to purchase. It 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 plan. As 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 system. American 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]. Otherwise, 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

Date Sent: 7/5/2017 12:00:00 AMDate: Mon, Jul 3, 2017 at 6:21 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/s. We are yet to receive a response as to bringing her issue/s to closure. Stephanie C.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]@myRevdex.com.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@[redacted].comwww.americanhomeguard.com

From: Info AmericanHomeGuardUSA<[email protected]>Date: Fri, Feb 3, 2017 at 3:42 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 submitted. The 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 correctly. The 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 claim. During 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 Texas. The Claims Department was directed to process claims until a final decision was determined with respect to services rendered. We, 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 HVAC. At 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.

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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 call. The company has confirmed the service call but apparently decided to change their intended dispatch of an electrician without informing American Home Guard. To 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 purchase. Our customers are all very valuable to us and we do not wish to see customers with a unsatisfactory experience. Our 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 well. They 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 policy. American Home Guard will continue to service [redacted] and address any concerns or inquiries he brings forward. He 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]
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