American Home Guardian, Inc.

The coverage was declined several times-- AHG gave you weeks to change your mindand we documented it in writingAHG does not choose the coverage -- we allow our customers to pick and choose what they want As a token of good faith we will issue a 5%
discount off your next service fee. I hope you realize that we are
trying to make you a happy customer per the terms of the agreement that
our relationship is based.This complaint is like getting mad at a fast food restaurant because they don't give you free fries, drink and a shake when you just order a cheeseburger. AHG will not be giving away free warranty coverage for a several hundred dollar item when coverage is not purchased/declinedit's that simple.A signed contract will stand in any court. Furthermore, it illustrates that AHG is forthright about items selected and what is covered. The contract also outlines all procedures for both AHG and the Customer to follow. AHG's business is based on a regulated contract and we cannot/will not deviate from it. That would be wrong and would undermine our ethics and standards

AHG appreciates the opportunity to assist in closing out this continuation Our records indicate on 7/6/an AHG associate discussed the cancellation procedure with MrD*** when he called into our office, including written notification and the cancellation fee.Due to the cost of setting up a policy, record keeping and processing, the 15% cancellation fee is in place to cover those costs, also to close out in the event of early cancellation.This is a non-refundable fee.Again it is AHG's intent to answer any and all questions and be as helpful as possible to each and every valued customer, including full disclosure of coverage, and procedures, we have process in place to protect the customer as well as AHG, as is proof with our vastly satisfied customer network.Thank You Again, we appreciate the opportunity to answer any questions.Regards,AHG Home Warranty

Let me be 100% clear-- This valued customer reported broken glass prior to a service provider being requested. This is why we documented and over communicated (verbally and in writing many, many times as we have demonstrated) This valued customer also was advised before the service
request was completed of all options.Per the contract, service fees are not refundable. When our service is used we expect payment per the contract terms. In the very, VERY rare event that something is not covered by AHG-- WE ALWAYS (WITHOUT EXCEPTION) make sure the customer receives very large discountsThis customer was given a several hundred dollar discount, and we have paid the vendor for diagnostic and other repairs.There will be no services offered for free-- (after discounts have been accepted) periodespecially when both AHG and the service provider have had to deal with very negative misrepresenting online reviews, Revdex.com, ***, and *** complaints If this valued customer can please provide any section number in the contract that we have not upheld, AHG will offer further consideration and we will absolutely rectify the situation at once. AHG will deliver exactly what we and this customer agreed to at time of purchase without question. This clearly is going into the category of no good deed goes unpunished. It would have been better for ALL involved if we would have refused service and not offered to helpbut that is not how AHG operates-- WE ALWAYS HELP EVERY CUSTOMERand that will never change

Mr *** has been advised of the coverage he as times: verbally when he was shopping for coverage, when he placed the order, we specifically provided a document with yellow highlighted bold font about his appliances and when he placed his service request
AHG did refund the service
fee as an attempt to demonstrate good will
After a customer declines coverage for an item timesthen asks for help and we provide service at a discount and then they still are not happy so we issue a refund I dont know what more we can do

Revdex.com Complaint ID# ***Sherry E Arce*** * *** *** Queen Creek, AZ 85142AHG would like to thank the Revdex.com and this valued customer for the opportunity to provide information pertaining to this complaint.This repair has been completedAHG takes pride in the relationships we have with our
customer, contractors and parts suppliersWe understand having of the *** families A/C units down in the heat of summer is an urgent issue, and something AHG takes very seriously.This brand of system has only parts supplier in AZ that stocks and sells partsAHG staff, in many occasions, depends upon the knowledge of the suppliers staff in recommending the correct part.We have accounts with the supply houses to manage costs, but would not order a substandard on incorrect part based on costThis was a special-order part needed for the repair, in this case the supplier provided incorrect information, more than onceAHG in good faith placed orders for the specific part twiceEach time the part was incorrect, it took the contractor additional attempts, and shipping time, for the correct part to be availableAHG and the repair professional take this type of delay very seriously, and regret the inconvenience Ms*** went thru during this process.AHG has learned valuable lessons from this experience, and will continue to make improvements in the futureWe have also been in touch with the supplier to express our concerns, they will also review to see what can be done on their side.AHG looks forward to providing continued service to the Arce familyShould any additional issues arise we will be certain to provide the level of service they deserve.Regards,AHG Home Warranty

Revdex.com Complaint *** second response.To Whom it May Concern:AHG has reviewed the bids from both contractors, as stated by MrHoltzer, no one is sure the line clearing caused the PVC to breakThe original report was a leak in the same general area, prior to the tech arrivingTech reported using a small amount of air pressure to clear it.This is something that would have been reimbursed for, or autho given to repair, if this was a covered itemThe only item concerning the drain line that is covered is a blow out / clearing, per section thru of the contract attached on the prior responseAHG offer extensive HVAC coverage for the mechanical systems, drain line repair is not a mechanical item, AHG is not able to extend coverage on a non-covered item.AHG hopes this provides clarity on coverage.Thank You,AHG Home Warranty

[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 would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
Mary B***

I may have "technically been covered by the contract for days, but when you request service and do not receive it...THAT is not being covered. You may have policies for this situation, but your company did not provide the service for which I was paying. Do not blame the contractor. Your company did not provide the product you offered in the contract. I cancelled the contract specifically for this reasonI gave you multiple chances to remedy the situation before I cancelled

First -- AHG has been willing to assist this valued customer and our staff and our service network has jumped every time we have been called to actiondespite the way/manner this valued customer behaves towards every person that tries to help her.Second- Per the Revdex.com's own
reporting rules as provided to me in writhing Friday, January 16, 3:PM This complaint cannot go against AHG's record because we never agreed to pay the amount this valued customer is demanding The following is the specific sections of the contract that apply:To be eligible for coverage “covered items” must be in place, installed correctly, and be in safe, good working order on the start date of this contract usage as intended or described by the manufacturer is required Any items listed as damaged or in need of service/repair by a Home Inspector during the home purchase process are not covered until Contract Holder provides documentation the items have been repaired or serviced Any attempt to repair damaged items during the contract term before contacting AHG or discovery of any discrepancy above will result in the item being excluded from coverage or cancellation of the contract by AHG This supersedes all upgrades/options because AHG does not evaluate covered items prior to start date of contract.*** I provided the section of the contract above because (as stated), this valued customer advised/reported to us thant a plumbing issue existed beforethe contract started Per the contract, this had to be investigated before action was takenand it was However, in the mean time we were assisting this customer with service and repair alternatives (PER THE CONTRACT).This is what AHG agreed to:It is understood by tendering and acceptance of payment that this service contract represents the complete agreement between American Home Guardian, Inc., referred to herein as “AHG”, an Arizona based company located at 1*** *** *** *** *** *** #*** Mesa, Arizona and the person(s) owning the property as indicated on the Order Confirmation Letter (OCL), referred to herein as the “Contract Holder”This service contract supersedes all prior proposals or understandings Refer to contract selection on the OCL when assessing covered items and feesContract Holder Obligations:The Contract Holder must review and acknowledge all terms and conditions of this contract before utilizing the contract or requesting serviceAt the first indication service may be required; it is the Contract Holder’s obligation to contact AHG as described in section When requesting service, it is the Contract Holder’s obligation to select the trade type of the contractor In the event the wrong trade type is requested, the Contract Holder is required to pay a second service fee todispatch a second contractorIn addition, the Contract Holder is obligated to perform all manufacturer recommended preventative maintenance or necessarycleaning activities for coverage to apply. If the Contract Holder is notified of a need for maintenance, 10-days will be granted to complete the required serviceIf the maintenance is not completed as described, the item will be excluded from coverage for the remaining term of the contactThe Elite Coverage upgrade does not negate the maintenance requirement after being notified It is also the Contract Holder’s obligation to pay any deductible or processing fee to seek reimbursement or service in accordance with any prior service providers’ warranty, the Contract Holder’s Homeowners Insurance or existing manufacturer warranties before this contract can be utilizedFiling a Claim or Requesting Service:Contract Holders can go to: www.AmericanHomeGuardian.com or call AHG’s toll free service number: *** to file service requests AHG reserves the exclusive right to arrange for a service provider to contact the Contract Holder to schedule a mutually acceptable repair appointment within four-business hours from the time a service request is reported Business hours are 7:am to 5:pm Monday through Friday, Arizona Standard Time Service requests received on Saturdays, Sundays, holidays or if the dwelling of record is in a rural area, a 48-hour waiting period will be allowed for a service representative tocontact the Contract Holder to schedule the repairIn the event the Contract Holder is not contacted within the time frame indicated above, a $credit (no cash value) will be issued that can be applied toward future service calls Even though methods are in place for AHG to receive service requests 24-hours/day, every day-- we do not guarantee we can provide same/next-day, weekend, holiday, or after business hours repair service AHG will make allreasonable efforts to expedite service requests In the event AHG’s service providers cannot accommodate the Contract Holder, an Authorization Number will be issued The Contract Holder will be allowed to contract a licensed, bonded and insured repair professional of their choice and submit for reimbursement based on the following terms: AHG will reimburse the Contract Holder a maximum of $per hour for labor and reasonable mark-up (not to exceed 50%) for all partsAHG does not reimburse for diagnostic, travel, arrival, or contractor imposed service feesCovered item limits apply and all repairs over $requireadditional approval AHG will not reimburse for any parts or services performed without advanced approval resulting in the issuance of an Authorization NumberTo request reimbursement, an Authorization Number must be issued prior to service being performed. The Contract Holder will then have 30-days to mail a legible copy of the invoice to: AHG REIMBURSEMENTSThe invoice must contain: a company name,address, phone number, license number and bond number (if applicable), arrival and departure time, description of the root cause of failure and a summary ofthe repair The manufacturer and brand name of the item serviced, and part numbers for all components installed, as well as a signature by the Contract Holder indicating the repair is complete. AHG will issue payment within 30-days of receiving an invoice as described above AHG does not guarantee any work that is provided by contractors outside of our service networkA $service fee is required for each item service is requested for (including reimbursement requests) Payment of the service fee is required to AHGwhen service request is initiated. Service fees are not refundable if a service request is not cancelled prior to contractor arriving at the home To be eligible for the 10% Military Service Fee discount, the discount must be requested at origination of service request and the Contract Holder must provide a Military Identification Card or DD-that matches the name on the OCLPlumbing System: COVERED ITEMS: $limit per-occurrence/aggregate contract limit of $1,for diagnostic and repair of any leaks or breaks in water, drain, or vent pipes Components included are: one garbage disposal, all toilet tanks and bowls, polybutylene plumbing, traps, risers, manifolds, diverter valves, angle stops, ball valves, gate valves, rubber or wax seals, and internal pressure regulators and hose bibsDrain line stoppage/blockage removal is included if the plumbing system can be accessed by an existing ground level cleanout or removable p-trap and the blockage can be cleared by a 100’ cable. NOT COVERED ITEMS: Tub or shower enclosures, pans or stalls; sinks and sink stoppers or passemblies, filters, screens, baskets or strainers or gas piping Toilets with buipressure system, any kind or component of bidets, wall mounted toilet or urinal, and all toilet lids, or seats, sewage grinders or ejector pumps and camera inspection service All plumbing fixtures, faucets, showerheads, sprayers, spouts or shower armsPlumbing system maintenance or cleaning to remove excessive grease or sludge build-up Water softeners, purifiers, and reverse osmosis systems.This valued customer agreed to the contract terms above before service was provided.Again-- Per the Revdex.com complaint standards, AHG's contract, and ALL agreements (verbal and in writing) prior to a time of need this complaint cannot be counted against AHG because the core of this complaint is outside of what we agreed to and the terms of the agreementAHG has operated ethically, honestly and been 100% forthright about all details every step along the wayAHG will leave the door open for this valued customer to reply if they can site (in a professional manner) where in the contract AHG has not delivered exactly what we said we wouldFor what it is worth-- the contractor that "tried" to help this valued customer has completed thousands upon thousands of repairs just like this one They are licensed, bonded and insured and they have been in business and working with AHG every day for over 1/of a decade FURTHERMORE, AHG expedited payment for this claim in an attempt to please thisvalued customer.If AHG can be of assistance in anyway -- PLEASE LET US KNOW We are 100% willing to helpthat is what we do!

Please be noted that the contract was not agreed and signed Also note that my cancellation was not due to a claim that I intended to file but my review of the contract after receipt indicate that the units of my HVAC does not have a full economic benefitAHG has been deceptive in giving the clients opportunity to review the policy Other companies would typically follow the online purchase with a phone call or whatsover to either upsell or explainSince I purchased the high end product and made full payment, I did not receive any follow up or courtesy call, and as such a potential customer is just a number on their statisticsThe policy was procured online beyond business hours Subsequent complaint also filed with the office of the Texas Attorney General regarding allowing parties a review period on the contract and provisions for cancellation. If AHG wishes to uphold and keep the cancellation fee or payment I made, I would gladly consider it as a donation to the company

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I consider this complaint resolved and thank AHG for their quick and educational response If AHG would have done a better job speaking with me on the phone the multiple times I called, and returned calls to me, I would not have been inclined to file this complaint Further, AHG, please understand that we are elderly and do not always understand exactly what the terms mean In our eyes, the work was done, we called and received what we perceived as approval for the charge, paid it, and expected reimbursementHow are we to know that the repairman was dishonest in their work and overcharged? We don't know what the parts are, how much they cost, nor how much time is expected to install them We had hoped to have a partner in preventing this with AHG Finally, I don't know how AHG considers Fischer rural, as we are miles from the very large city of New Braunfels and miles from the large city of San MarcosBoth these cities have numerous electrical, heating, AC, plumbing, and other repair businesses.
Regards,
*** ***

Revdex.com complaint ID # *** / James and Donna M*** As both the Revdex.com and this valued customer know AHG operates per the terms of a contract (see attached copy).AHG would like to thank you for the opportunity to respond to this valued customer's complaint.AHG has office staff available to accept
claim on Saturdays (Sat4/1/is when they're reporting they attempted to reach AHG) as well as our hour answering service, and the ability to set up a claim via emailI did verify the number on the M*** attached contract that they signed and returned to AHG via email is correct and functioning.Per section of the contract (customer initialed next to this section) filing a claim or requesting service has an email address as well as a confirmed functioning contact number, this section also explains in detail the ability to receive a per-authorization code to have a licensed contractor outside of our network do repairs, also explaining that an authorization number must be issued prior to going outside of our extensive network of contractors.I understand since the M*** were having an open house they opted to replace tank on their own, it doesn't appear the installer was licensedContact with AHG would have set things in motion within the terms of the contract they signed and initialedThere are processes in place to protect the customer as well as AHGWithout the proper process followed, and a non-licensed contractor doing the install, AHG is not able to provide coverage at this time.Thank You AHG Staff

AHG appreciates the opportunity to respond to MrV***s concerns, he did forward a conversation he had with our after hours answering service Sunday evening 4/9/17, he stated he wanted the claim he had set up (for the heating system) completed, the contractor responded the following business day, scheduled the return for 4/Tech arrived on site as scheduled, completed and tested the functionality of the repair, exactly as requestedMrV*** signed the completed job ticket after the tech had finished and tested to be certain the repair was correctClaim Complete, Job ClosedThis customers policy had expired by the time he had a seasonal check up done by his contractor, at that time the tech reported a new failure, this was on the A/C portion of the system, as is standard with any warranty, once a policy has expired no additional claims can be set up for new issuesMrV*** had not renewed with us, prior to the policy expiration, AHG staff had left several voice messages for the customer on the provided phone number and also mailed a renewal offer to the customers given mailing addressIf for some reason there was delay in his responding to or receiving the information, for whatever reason is beyond AHG's control.AHG has acted in good faith, and repaired the the known failures that happened within the policy termIt is unfortunate the customer experienced a failure shortly after his policy expired, at this time the is nothing AHG is able to to assist with.We wish the best fr MrV*** going forward

I have been in contact with AHG since the complaint was filed with the Revdex.comMy cell phone records all conversations and I provided them a recording of the 4/9/phone call stating that my AC was not working and the air was blowing hot when I turned on the ACBoth myself and the AHG employee assumed that this issue was related to the work order that I opened on 2/as the whole system is run by the one thermostat and was still brokenI would be happy to provide a copy of the recording to the Revdex.com, it is in wav formatIn regards to the renewal option, I did not receive any information about the renewal until after the warranty expiredI have one voicemail on 4/and a letter postmarked 4/@ 8pmPrior to this incident I would have renewed my policy but no longer view them as creditable companyThey have an audio recording with full proof of my reporting the incident as an AC issue and they are still trying to deny my claimNow my children are displaced from their rooms while they drag their feet and we try to find a solution to this problem

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find their response textbook. I paid the full year contract up front which I believe had something to do with receiving a free month and all Military are offered a "discounted" service fee. I can't believe $towards an over-the-range microwave seems to be a like product. Considering you can't even buy a counter microwave for $50. I understand the age of the product has something to do with it, but I feel the brand and size should have also been taken into consideration. In addition to the fact that I called the manager twice and sent an email and never got a response back from either. That's unacceptable customer service. I wanted to give my business to a family owned business but seeing how customers concerns are addressed, I do not plan to renew my contract once it's up. My prior home warranty company offered me over $+ for a new dishwasher that was just as old as the microwave. The thing that bothers me is AHG gave me $towards a new over the range microwave when you take into consideration the $service fee. The fee should have been applied to me buying a new microwave, plus, the installation cost. It's fine, word of mouth goes a long way and it's unfortunate that the company doesn't feel they can do more. What's another couple hundred to them to make a customer happy but I guess it's all about them making money and not doing what's right
Regards,*** ***

I never would have approved AHG to keep money for THEM canceling my contractThe penalty would have stood if I canceled the contactThrough several of my complaints with and against them, I contactly stated that I would complete the contact because I didn't want to pay the cancelation feeAHG canceled the contact without my knowledgeI found out that the contact was cancelled when I called to request serviceI then requested a call back and received a very short call at the end of the day with no details as to how the amount was calculatedHad I been informed of details of the amount of the refund, I would not have agreedThe terms for cancelation is that a written request is submitted, I never did this as I never intended to cancel the contact before the expiration of the contactThe amount that was withheld by AHG for early cancelation need to be refunded!

Complaint continuation ***In response to the claim continuationMsB*** and I had a conversation on Feb28th we were honoring her demands to cancel her contract, she and I went over the reason AHG was giving her a refund, the refund amount and the time frame of which she would receive the check, MsB*** completely agreed and accepted that amount, I confirmed the mailing address, prior to ending the call I made certain any questions she may have had were answeredShe was fine, we ended the callThis was done over a recorded line, she was aware of that.AHG processed payment per that agreement, the payment was offered by AHG and accepted by Ms B***, the check was cut and sentNo adjustments were made by AHG, the amount paid out was the agreed amount accepted by this customer, MsB*** can NOT change her mind after receiving the check and demand additional moneyAHG has fulfilled our obligationMsB*** has received the payment amount she was expecting.We at AHG wish MsB*** the best going forward

Please see the attached invoice where the customer signed that he had examined the work and the unit was working after the service tech replaced the control board and run cap. This repair is not related to the gas valve.Thank-you for the opportunity to clarify with documentation. If you have any more questions, or if AHG can be of service in any way, please do not hesitate to contact us. We are always happy to assist

Additional response.AHG conducts business in a very professional transparent mannerAHG does offer full appliance replacement, that includes delivery and installation, when a repair exceeds the replacement value, and an appliance is within useful lifeper section in the previously attached contractAHG utilizes industry standards, in determining useful life on appliances, this is based on manufacture and consumer guidelines for life expectancyKeeping a realistic perspective of an outdated appliance, as mentioned in the original response AHG would never offer zero, but there is a point the property owner may need to consider budgeting for replacement of an older worn out appliances.AHG hopes this helps in understanding the coverage, a home warranty has excellent value in many instances, but may not always completely offer full replacement for all items all the time.Regards,AHG Home Warranty

Revdex.com Complaint ID #* ***AHG policy AttachedCustomer information: Rick D*** *** *** *** *** Southlake TX76092AHG would like to thank the Revdex.com for the opportunity to respond to this contract dispute.MrD*** went on line to the AHG website on 6/29/looked thru the
information, chose and purchased a home warranty policyHe also payed for that policy on lineAHG has a courteous and helpful sales staff available to assist customers with the purchase process, this is at no costMrD*** opted not to use this service6/29/a copy of the contract was emailed to MrD*** that same day.Section of the general term and conditions states that tendering and acceptance of payment that this service contract represents a complete agreement.7/6/Mr.D*** called inquiring about filing a claim on of his a/c units, at that point section "coverage effective date" was explained to the customer, unless proof of prior continuous home warranty coverage, or a current home inspection report can be provided by the customer, a day claim hold is in place(this is standard in the home warranty industry) as noted in the customers complaint.MrD*** decided to cancel his policy with AHGThe cancellation procedures were explained and followed by MrD***Per contract cancellation terms, section AHG honored the request of MrD***the refund check has been calculated and will be mailed per the stated terms, minus the contractual administrative fees.AHG wishes the best for MrD*** going forward.Regards,AHG Home Warranty