American Home Guard

From: Info...

AmericanHomeGuardUSA<[email protected]>Date: Mon, Mar 27, 2017 at 4:50 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 part. After 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@[redacted].comwww.americanhomeguard.com At...⇄ 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 Inc.1515 Market Street # 1200Philadelphia, PA 19102Tel: [redacted]Fax: ###-###-####Email: [email protected] /amer...⇄

From: Info AmericanHomeGuardUSA<[redacted]>Date: Thu, Jan 4, 2018 at 4:35 PMSubject: American Home Guard - complaint ID [redacted]To: [redacted] <[redacted]>To Whom It May Concern:We are writing to you regarding the above mentioned complaint,...

ID no. [redacted] submitted to you by [redacted] / [redacted]..Due to some recent events that have transpired, we are kindly requesting to re-open this complaint.Our response to this complaint is as follows:American Home Guard was of receipt of an invoice only reflecting the amount of the service fee paid by the client / policy holder. We have contacted the company and spoke to [redacted] who shed clarity as to the correct balance due ($74.00). She has agreed to forward the invoice to us via email so we can retain it for our records.Our billing department will be issuing a check upon receipt of the updated invoice and will mail out a check to [redacted]. in an effort to satisfy the outstanding balance due.We look forward to a speedy resolve of this pending matter and urge the company to inform us via email ([redacted]) once they receive the payment due.Thank you for the opportunity to help resolve this complaint to a mutual satisfaction of both parties. Should you need further information, please let us know.Thank you for your attention to this matter.[redacted]end of our response[redacted]-- American Home Guard [redacted] Street # [redacted]Philadelphia, PA 19102Tel: [redacted]Fax:###-###-####Email:[redacted]www.americanhomeguard.com

From: Info AmericanHomeGuardUSA <[email protected]>Date: Sun, May 28, 2017 at 5:07 PMSubject: Re: Complaint ID [redacted] - [redacted]To: [redacted] <[redacted]@myRevdex.com.org>Hi [redacted],re: Complaint ID [redacted] - [redacted]We appreciate the opportunity to have...

the above mentioned complaint re-opened. With respect to [redacted]'s claim submitted to American Home Guard, the policy holder was provided a clear explanation as to why the claim was denied. This was due to the fact that the claim submitted was outside the coverage period or within the waiting period of the first 30 days of his purchase. He was emailed a cancellation agreement on August 24th 2016 and consequently requested to have the cancellation request disregarded in his response. As per his second claim for his pool, the claim was unfortunately denied due to the reason that the breakdown was caused by corrosion. As per the terms of agreement in his signed policy, it is clearly stated that American Home Guard is not obliged to cover such claims. The third claim submiteed for his water heater had a diagnosis with a leak. As per his home warranty, American Home Guard is not obliged to cover such condition/s. Any/all reasons for denial on claims submitted by all of our policy holders can be reflected upon in the signed agreement. A reference is made for the reason of the denial with  the corresponding section for each agreement. Furthermore, [redacted] has requested a written cancellation which is required by AHG, on April 27, 2017. Upon receipt of the is request, we forwarded the policy holder an agreement to sign and date which will include a breakdown of the total amount paid less any service and/ or administrative fees, pro rated usage towards the plan thus resulting in a final amount for the refund. AHG has mutually agreed to terminate his home warranty agreement and will process the refund via check within 7 - 14 business days. [redacted] had signed his home warranty agreement and therefore both parties must abide with the terms and conditions throughout the entirety of its duration.  Should you require further information or documents, please don't hesistate to reach out to us.We appreciate your attention and all effort/s in this matter.Thank you.Respectfully,Client ServicesAmerican Home Guard1515 Market Street Suite #1200Philadelphia, PA 19102Tel: [redacted]Fax: ###-###-####Email: [email protected]

Dear, Mrs. [redacted]During the course of many phone conversations with  [redacted], we have experienced utmost difficulty in a resolution with this client due to the fact she won't allow our verbal comments to be completed as she continuously proceeds to cut us off. As for her service call, there was a dispatch made by an HVAC  company, [redacted] Heating and Air Conditioning. We have attached the estimate for your review (Invoice  #[redacted]). We followed up after this service call via text, and were responded to with the following from Mrs. [redacted] on November 1, 2016 at 9:31 pm EST : 'so far so good. Thank you. Swamp cooler is working' after our text message: 'Good afternoon, [redacted]. This is American Home Guard reaching out to you regarding your service call'. We were under the assumption that her unit was in working condition. This text was attached to a previous response to you pertaining to her complaint. We were contacted by the HVAC company, [redacted] Heating and Air Conditioning via phone; we were informed that Mrs. [redacted] provided an ~invalid~ credit card towards her service fee and thus violates the terms of agreement in policy. She contacted us again saying that now she notices a leak. During the phone conversations with her regarding the aftermath of this service call, she was extremely rude, harsh and assumed that we were treating her the way she believes due to her race/color. We endured a very unpleasant situation with the company because they believe that she is fraudulent after submitted an invalid credit card towards her service fee. As of today, she still has this balance as this is her fee due upon any service call ($45.00). She has asked us to terminate her policy and then called back on a future call to file another claim. American Home Guard reserves the right to refuse services or repairs and furthermore to cancel a customer's home warranty policy, should we believe that they are fraudulent or violates the policy. We are terminating her home warranty with us, Policy no. [redacted] and have emailed her a cancellation request alongside a refund agreement she will need to sign, date and forward back to us via fax or email (see below):  You sent a tracked email to [redacted]@live.com)12/12/2016 at 1:41 PM ESTActionsStatus:SentOpens:0Clicks:0Details AMERICAN HOME GUARD - CANCELLATION OF POLICY [redacted] Good afternoon, Ms. [redacted]Thank you for choosing American Home Guard.Attached please find our letter to confirm your cancellation request for the above referenced policy with American Home Guard.  It is kindly requested of you to review, sign and return to us to complete the process for the issue of any refund indicated.All inquiries are welcome, should there be any further questions or concerns our Client Services line is available 24-hours, [redacted].We look forward to hearing from you.CLIENT SERVICESAmerican Home Guard Inc.Phone:  [redacted]Fax:      ###-###-####Email:   [email protected]:     americanhomeguard.com[redacted] This document may contain confidential and trade secret information of American Home Guard Inc and maybe 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 intended recipient, 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]AHG_CANCELATION LETTER_T [redacted]_DEC 2016-1.pdf.Attached, also find the comments from the HVAC company reflecting a bad credit card information towards her service fee due ($45.00)We firmly resort to believing that we cannot maintain a business relationship with this client due to the nature of the phone conversations and/or communications and inconsistencies we find. Unfortunately, the experiences with her have not been easy to handle and we don't have credibility whereas she will adhere to the terms of her policy at any point in the future.We are truly sorry , it had to transpire as such, however we cannot service a client who makes it so complicated and doesn't abide with our policy's requirements.Thank you for your kind attention and effort/s in this matter.Please let me know if I can assist further in anyway.Sincerely,Vincent H[redacted] American Home GuardT: [redacted] F: ###-###-####E: [redacted]www.americanhomeguard.com

The references complaint is by [redacted] against American Home Guard. I recently received an email from the Revdex.comIndicating the claim being settled and that I needed to respond within 10 days if I disputed this settlement. I responded on your email but wasn't sure I wrote it in the right place. I want to be sure that you know the claim is Not settled. They are trying to charge me 70% cancellation charges for a 12 month contract that is being cancelled in the 4th month and they have not processed any claim I submitted to them. I have contacted an attorney to try to resolve this matter.This company is a scam and I want othe4 consumers to know this. Sent from [redacted] Mail on [redacted]

Good afternoon, Ms. [redacted]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 Mr. H[redacted] w/invoice re: Tech Service Call·         Our company response·         Signed Hold Harmless Agreement with copy of refund check

Probably the worst customer experience I have ever had. We purchased a home in August, along with a 14 month Home Warranty from American Home Guard. In 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 AHG. We were told that they would file a claim, and we would receive an email confirmation along with claim number within 24 hours. 3 days 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 day. That was just a sign of things to come. After hearing nothing for almost 2 weeks, we sent out a follow up email on October 31 asking what the progress on our claim was. There was no response. On November 8, we called, were put on hold for 30 minutes, then disconnected. We 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 24 hours. There was no call back. On 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 4 days, and that the issue will be repaired or replaced within 30.) On November 22 - 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 oven. We never received a call from a service tech or AHG. On November 29, we called again and told them that this was ridiculous and unacceptable and we expected to have a service tech out within 24 hours, or we wanted a full refund of the amount we had paid for the policy. They got a service tech out that afternoon.
We paid the tech our $75 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 fixing. He 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 oven. He informed both us and AHG of this. On December 2 after hearing nothing from AHG, I called four different times, was not able to speak to a representative. At that point I didnt bother leaving a message because none of my previous calls had ever been returned.
On December 6 I called again, and after being on hold for 20 minutes and disconnected, and called back and asked to speak to a supervisor. When a supervisor got on the phone, I explained the whole story to her, and stated that this problem needed to be resolved now. She 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 repair. I told her that if that did not fix the problem they needed to pay for the other "30%" repair. She 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 time. She then said that we had been approved for $150 for the repair. I explained that that was not good enough since the repair bill would be $200+ dollars. She said that we were only approved to have $150 because we did not have 3 years of maintenance records. I 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 in. She said that did not matter. She 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 covered.
I 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 4 days and the issue resolved within 30 days, it took 40 days just to get a service tech out, and 50 days and counting and our oven is still not fixed. She said that they had not breached contract, that I was "misreading" the policy. She 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 process. I 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 minimum. She whole heartedly agreed with me, and said she would email over an agreement for the $150 payout, and that she would add something to make it right with me.
I received an email the next evening stating that they would pay the $150 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 $50. I literally laughed out loud. I 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 $150 to go to the replacement of the oven, since there is no guarantee that the issue can be fixed. A couple days later I got a bizarre email from them offering to let me cancel my policy for a $158 refund (I paid $350 for the policy I believe). I declined that offer and asked again for them to send the $150 to go toward the replacement of the oven. I received an emailed contract from them the next day for a $150 reimbursement for the replacement of the oven, which as of yesterday December 13, I signed and faxed back to them. I have received no confirmation of their receipt of that contract, so who knows if or when I will ever see that money.
Worst 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!

DATE: September 18, 2017In reference to American Home Guard response, I was not aware that this company give partial reimbursement for repairs. I was offered $150 for the repair of a microwave that was worth $300 over the stove top. I did not know about this policy, this was not something that was stated to me during time of purchase from Adam.On August 3rd. I wrote a letter cancelling my policy with them, because I found out that they reimburse partially for certain appliances in the home which I was not aware of so I cancelled. I called back to verify my cancellation on August 11th. Mark said I need to use their email to cancel, they did not accept my written cancellation on the 3rd., so I received the email, and I returned the email to them.On September 12th. I noted a draft from my account for $41.66, which was the monthly fee deducted each month. I spoke with John, and he stated to me that he will get the money refunded back to me. On September 13, 14th. money was not refunded, I spoke with Angel and he said that the reason that $41.66 was taken out, is due to the fact a $75 cancellation fee is due. I said to him, again this was not stated to me in the beginning nor was it stated to me on the cancellation return letter that $75 was to be taken out. Instead they took out the monthly fee of $41.66 on September 12th?.[redacted], you will also note on the rebuttal letter from American Guard to Revdex.com, their response does not state anything about their $75 cancellation fee. This company has ethical issues with their policies and they will get people into their company by not explaining their policies honestly, and when one tries to cancel they conveniently do not cancel them and they add a Cancellation fee of $75 which again was not part of the sales pitch they presented to me when I purchased their policy.I want the $41.66 back, also I am requesting the money I paid them during the time I was paying monthly. American Home Guard is not a company anyone should use due to their ethical issues that are blatant.Below is the letter of cancellation from August 3rd. and August 11th. when I returned the cancel notice:

[redacted]
 [redacted]
I am rejecting this response because: The "paperwork" sent made NO SENSE and NO WHERE did it state they would be going into my bank account to steal more money. Just because I signed a letter filled with deliberate, confusing verbiage, in no way authorized this unprofessional company to withdraw funds from my bank account.  Why would I have to pay MORE for a cancelled policy (already being charged $75.00 for "cancellation" fees) when there were many months remaining?????.....Again, I state that their cancellation letter made no sense, just a bunch of mumbo, jumbo to further confuse and TAKE ADVANTAGE of a trusting consumer.  I didn't bother calling because AHG does NOT answer their phones and the woman I was dealing with [redacted] had caller ID and knew when I was calling and didn't answer the phone OR return my messages.  I gave up trying to communicate with unreasonable people. I have nothing left to say for this company.  Just please post this for other naive consumers:  BUYER BEWARE.  You could be scammed as I have been.  Done with American Home Guard and reported this charge as a fraud.
[redacted]
[redacted]

[redacted]  [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. If I do in fact receive the service call which has been scheduled and my complaint is resolved. 
[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. The client was provided a...

service call by a local contractor and was advised that the necessary repairs for her appliance neededto be addressed by the manufacturer.We would be glad to address this further with the client and continue to assist her further as per the terms of her home warranty policy. She can contact American Home Guard and request to speak with a supervisor pertaining to this matter regarding her appliance. Respectfully,Client ServicesAmerican Home [email protected][redacted] - main line telephone[redacted] - main line digital fax

Refund received and deposited.

They are trying to justify a refund if 340 of a 24 month policy I paid 959.00 for and have 14 months remaining. They did absolutely nothing for me besides deny 3 claims. I want a full refund or at the least a 14 month refund amount. 
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Re: Complaint ID no. [redacted]
*To Whom It May Concern:As per a mutual agreement with respect to termination of [redacted]s home warranty agreement, please be advised of the following:The customer was forwarded a cancellation agreement in which both parties (policy holder/s and [redacted]...

[redacted] must abide with in its entirety.[redacted] has acknowledged the cancellation agreement and its terms and has signed and dated it. We are in immediate receipt of the signed agreement, and it has been forwarded to our billing department to process the refund due. Upon an update in our system of a transaction number for the refund alongside the date it has been processed, we will be glad to inform [redacted] via email of this information so he may follow up with his bank/financial institution.Thank you for your attention to this matter.Respectfully,Client ServicesAmerican Home Guard

Complaint ID [redacted]  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 3 -5 business days. (Check #[redacted], 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* - a copy of this message has been emailed to you earlier today, April 26, 2017.

Complaint ID - [redacted]American Home Guard values and appreciates your business as well as all clients that hold hold home warranty plans with our company. All telephone calls and written communications between our customers are recorded and monitored for quality assurance purposes. Attached,...

please find a copy of your refund check with the total due due to you. This will confirm that the matter has been addressed to a resolve and you should receive your check shortly.With Kindest Regards,Client ServicesAmerican Home [email protected][redacted]: main line telephone###-###-####: main line digital fax

When [redacted] had submitted his request to file a claim for his furnace, it was noted that we did not have a signed policy in our system in an effort to change the status to ACTIVE. Upon receipt of his signed policy, we emailed him that his policy was active on November 30th, 2016 and thus we were able to initiate the process of his claim.   For any claim on a covered system or appliance on the purchased home warranty policy, American Home Guard will allow the policyholder to seek their own contractor under the following condition/s ('AHG' - American Home Guard) : - AHG will be informed of the contractor /business name- AHG will be informed of the contractor / business contact information- AHG will be informed of the date and time of the service call [redacted] was informed via phone that he was able to exercise this as an option to him and email or fax the paid invoice to our Review board in an effort to approve his claim and towards a reimbursement. Any paid invoices for repairs or replacement on covered systems / appliances are subject to review and approval or denial based on the decision rendered. His claim for his furnace, included a possible hazardous substance (carbon monoxide); any system or appliance that relates to such hazardous material are not covered under the policy. This can be referred to on page 6, 41 B - for further clarification. Under normal circumstances, such claims are immediately denied as they are not secured under his policy. However, our Review Board has extended a courtesy to the customer and had offered a payout towards the repairs/ invoice he submitted to us. Should our claims department have arranged for the service call for his furnace and provided an estimate with diagnosis, the same procedure would be followed - it would be forwarded to the Review board for approval and/or reimbursement. We believe that [redacted] was in an understanding that his claim / paid invoice would have a guaranteed approval and a full reimbursement. However, due to lack of maintenance records, American Home Guard was able to approve his claim for a given amount (proposed to him) regardless of the hazardous substance that may have occupied his home at the time. Unfortunately, the customer found this decision to be unsatisfactory and we are sorry to see this matter transpire as it did. Please let us know how else we may assist as we appreciate your kind attention and efforts. Vincent H[redacted]American Home GuardT: [redacted] F: ###-###-####E: americanhomeguardusa@[redacted].comwww.americanhomeguard.com

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

To: [redacted]@myRevdex.com.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]

Date: Mon, Jul 3, 2017 at 6:21 PMComplaint ID [redacted] - [redacted]Please be advised that the customer called us on June 30th and it was conveyed to him that he would be provided a transaction ID no. pertaining to the due refund with a total of $399.99 on July 3rd or 5th as we were awaiting for...

it to be updated in the system. Stephanie C.American Home Guard 1515 Market Street # 1200Philadelphia, PA 19102Tel: [redacted]Fax: ###-###-####[email protected]