American Home Guardian, Inc.

This is the first time that I have filed a claim through a home warranty company. The process was painful to say the least. My microwave went out in July, shortly after moving into the home. We made a claim and a tech was sent to the house after the collection of the service fee. The company was unable to fix the unit so I was told that someone from [redacted] would contact me. Everytime I spoke with [redacted], I got the runaround so I would call AHG. They always promised to look into and call me back, yet I never received that call back. After getting the runaround for 4 months, I had to ask for a check just to end the frustration. The check barely covered the service fee that I had to pay. Leaving me to come out of pocket to replace our built in microwave and trim kit. This company lacks any real desire to provde customer service and is horrible at following up on issues.

I have had an American Home Guardian policy on 5 properties in 3 different cities in the past 11 years. I have always been pleased with the rapid service response and expert technicians that have been to my home(s) a total of 18 times. I have never had a single issue/concern about the coverage or workmanship. Every time I have called for service or to renew my policies-- the customer service representatives have been a pleasure to deal with and they are always very informative. I strongly recommend American Home Guardian to everyone.

Review: We had the sellers of our current house purchase a home warranty as part of the bargaining price of the house. It also gave us an assurance that the appliances would have a warranty as they were all several years old.

I contacted [redacted] a few weeks ago asking for warranty coverage for our dishwasher and oven. The [redacted] dishwasher does not get all of the dishes clean and sometimes the dishwasher soap packs do not fully dissolve, leaving a sticky gooey mess. The ** Profile oven has had problems with sparks coming out of one stove top burner, when turning on a different burner. The oven thermometer is off by at least 10 to 15 degrees. I asked for both to be fixed at the same time if possible.

I was informed that the dishwasher would not be covered per an email from [redacted], Service Coordinator. Per section 12.3 and 13.1 of our policy the dishwasher request could not be processed. (Email dated July 25, 2013.)

The information we received at the closing on the house, as well as when I selected this company from their website information stated the dishwasher would be covered.

So I asked for a refund of the policy so that we could use the money from the policy to pay for the service fee and cost of repairs for both appliances. Email from me to [redacted] on July 26, 2013. I gave the company ten business days to complete my request, but I have not heard anything, nor have I received a refund.Desired Settlement: I would like a full refund, since this company provides one statement regarding the policy coverage at the close of escrow and then changes the actual policy, once it is actually available for use.

Business

Response:

As all parties involved know- A home warranty is a contract. AHG has provided copies of the contract to this valued customer on January 30th. Included with the contract there was a letter that advises homeowners to read the contract and we specifically address the need to purchase the correct coverage for the appliances in your home. In this case, this customer ignored all communication from AHG and now, 7.5 months latter is upset because they did not purchase the coverage they needed. This is exactly like being upset at [redacted] because you paid for a cheeseburger and they did not give you the fries and drink for free... Furthermore, this customer did not become upset until they were 70% complete with the meal.

AHG values the business of this customer and we will offer them the opportunity to complete the repairs, submit an invoice from a licensed contractor and then they can purchase the correct coverage. Section 2.5 of our contract requires all items to be is safe correct working order when coverage starts. If this valued customer would like a referral to a trustworthy contractor AHG will be more that happy to offer assistance.

We very much want to keep this customer and make them happy within the terms of the contract. If this is not possible, this valued customer will need to submit cancellation in writing to [redacted] per section 7 of the contract. Cancellation fees and usage will apply per the contract. AHG will not be issuing a 100% refund. . .

Again, AHG advised this valued customer in writing to read the contract and we gave them 2 weeks to add the additional coverage if it was required for their home... it was declined.

We want to take good care of this customer per the terms of the contract that both AHG and the customer are required to follow.

I hope we can resolve this issue and more forward together.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below

This company is guilty of bait and switch. According to the attached letter we received for our closing, our appliances were covered. On the website and on paper this is called "the bait". Then AHG sent a contract that suddenly excluded appliances. But for an additional fee, several weeks later, they are willing to actually cover said appliances for additional money. This is known as "the switch.". They also dated the start date to begin while the home still belonged to someone else. This coverage then ends a week early for us.

This company received the twelve month contract by providing false information on their website and in the confirmation letter. If we had known that this is how they "provide coverage" we would not have purchased the home warranty from this business.

It is similar to buying a Big Mac and then finding out that the price did not include the special sauce, lettuce, cheese, pickles, and onions. But the good news is [redacted] does not use bait and switch tactics for the products and services they provide.

Regards,

Business

Response:

AHG would like to remind this valued customer that we provided all details about this very issue in a welcome letter that contained detailed instructions about appliance coverage. I am not sure how we could have been more forthright. We also provided a reasonable amount of time for review and a window to make changes to their contract (2 weeks).

I have also confirmed that we did reach out to this customer and offer assistance. I have also had lengthy discussions with the office staff about this complaint.

AHG offers 4 plans to choose from and 16 possible upgrades. The reason we do this is so that people can pick-and-choose the coverage they want/need and to make it possible for customers to not pay for coverage they don't need. This is not a deceptive or "bait and switch" business practice". . . most customer are happy to save money and not have to pay for coverage they dont need.

Section 3.1 of the contract is very clear, it states: it is the contract holders obligation to review and acknowledge all terms and conditions of this contract before utilizing the contract or requesting service. Please call if you have questions and a toll free number is provided.

It was never our/my intent to upset this customer by using a cheeseburger example. I was only searching for ways to relate. Please accept my apology.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

We do not want the current contract, nor do we want to pay for additional coverage. We will not use any service recommended by AHG as we feel they will have the same business practices. Please send us a refund. Your company does not provide the services as listed on your website and in the confirmation letter.

So much for another advertising slogan on your website, "Home warranties you can trust"

Regards,

Review: I purchased a condo for an investment property and, unfortunately, took a recommendation to use this company for my home warranty. I had a leak within the 1st 2 weeks of ownership. The company denied coverage and I had to pay out of pocket, in addition to the service call fee. I complained and was told if I paid an additional $200 the coverage would be taken care of for this repair and following repairs would be covered. Reimbursement was requested, and was denied, despite promise of reimbursement. I upgraded the warranty and coverage and reimbursement was denied for this plumbing claim and a claim on a dryer repair. The company was very rude, dishonest, and is refusing to repair this dryer for over a month, claiming I owe them over $200 in service call fees (even though they have not fixed, or even covered any repairs). I have paid over $1,000 in service fees, warranty fees (initial and upgrade fees), and out of pocket repair fees as no coverage was granted. I have been told, in writing, that they will not cover anything else (as if they had covered anything to begin with), unless I pay them in the back services fees they claim I owe. I have been lied to, yelled at, and deceived, given no warranty coverage, and am now being threatened with refusal of warranty coverage at all without paying them fees I don't even owe, for services they didn't even cover. This is such a mess. I am cancelling via written request and paying for another warranty through a trusted, honest company. But, now I am going to be out over $1500 and my tenant is breaking the lease due to all of these issues that should have been taken care of by the warranty I purchased. So, now I have to also cover the rent until I can find a new tenant. What a nightmare!Desired Settlement: I wish to be refunded for the almost $600 dollars I paid for the original warranty and upgrade that did me no good whatsoever, as the company didn't cover anything they should have. I would like to have any legal consequences possible suffered by this horrible company, hopefully making it less possible for them to take advantage of other consumers in the future. They also operate by another name of [redacted]

Business

Response:

Please see the attached signed contract for all reference points below. Here is the back story-- [redacted] purchased a 32 year old condo for ~$50K and waived having a home inspection. Per section 2.3 (see initials) all items must be in safe working order on the start date of the contract. It is documented with photos that the plumbing leak had been happening for a very, VERY long time before the contract started.Now also see section 4 (again, note the initials where this valued customer signed) that there is a 30 day hold without a home inspection. This is documented in bold and underlined font.Next see section 8 (again, note where the customer initialed)... 8.3 indicates that a $60.00 service fee is due for each dispatched call -- this was not paid on any of the 5 claims filed. Because of the amount due, AHG was forced to halt service due to lack of payment.When the leak was called in-- this customer was provided a copy of the signed contract and the call was dispatched as a referral only-- AHG was offering assistance (something we did not need to do, but because we help people for a living we did send a contractor to help). A copy of the work order indicating referral only -- collect from the homeowner was given to the contractor and [redacted].If [redacted] or the Revdex.com can see anywhere in the contract that AHG has not been forthright and not upheld any of the contract terms, I will rectify the issue at once.For the record. [redacted] and been extremely vulgarer, rude and down right unprofessional to all of the staff at AHG... even after we saved him several hundred dollars on a pre-existing plumbing issue that would of been caught in a home inspection that he refused to purchase.At no point did AHG ever agree to allow any customer to change their contract after a know issue existed and then provide coverage for a repair that exceeds the cost of the upgrade. We did tell the PM that if they got this issue resolved, we would allow this customer to purchase the upgrade as indicated on the attached contract going forward... AGAIN, WE NEVER OFFERED RETRO COVERAGE after a non-covered repair was complete. It is not clear to me why [redacted] thinks this would happen.to close -- AHG has over communicated contract terms-- The customer has signed the contract a total of 3 times, and we have provided assistance even when coverage did not apply because of the cost cutting of this customer. AHG never agreed to pay the claim and this is documented in writing that has been given to [redacted]. I am not sure how this has made AHG the "bad guy"... this falls into the camp of no good deed goes unpunished.AHG will cancel this contract per the customers request-- AFTER the past due balance for 5 service fees has been paid.I am, and all of the AHG staff is ready to help and resolve this in a very professional way per the terms of the signed contract.??

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Nothing reasonable was said in the entire response from this business. There is reason that this company has more than one name that they practice business under. It is simply due to the fact that they are so dishonest and unethical that they need to use two different names so it takes consumers longer to figure out who they are and how to avoid them in the future. Mr. [redacted] was rude, dishonest, and even had the nerve to play the victim in this response, although not nearly as rude as he was in letters to my real estate investor associates. Clearly Mr. [redacted] could use some business ethics classes, professionalism education, and just simply some general etiquette classes, as demonstrated by his ignorant, dishonest, and disrespectful response. Someone should teach this jerk that the customer is always right. That is how you run a business, maintain a business, and gain customers by word of mouth. Or, you could simply run a company under two names, screw over as many people as possible, be dishonest, unethical, and lie your way to the end. That seems to be his choice. AHG and [redacted] are a joke. They make a good living by screwing people over. They are not worth anyone's time, money, or spit. A real business owner would contact the unhappy consumer and hear them out, regardless of whether or not he/she agreed with the complaint of the customer. The simple fact that he is unwilling to do even that, which is really the bare minimum in customer sales, shows the class of person he is. In his response letters to the real estate investors who have given him tons of business in the past, he stated that he would not provide me service unless they were going to give him the 70 contracts that they had discussed in the past. This is unethical in itself. He also was incredibly rude to them to the point that they told him that they would never use his services again. Nice work! He obviously only cares about his wallet. I also read many of the existing complaints on this company and many had similar experiences to mine, and were unresolved. I even read about one that went to court and Mr. [redacted] even refused to pay the judgment placed against him in the ruling. What a class act this guy is, right? I also read a review of a former employee who stated that they were coached to lie to consumers and get them to purchase products. Then, when things went wrong they were always told that the issues were not covered. The employee did some investigating and found that the "contracted" employees who do the inspection to see if issues are covered were not even licensed contractors. They were simply handymen that you could hire from [redacted]. What a joke. I have since lost my tenant due to the lack of services from AHG and have been forced to pay for 2 months of rent out of pocket on my investment property. I had excellent tenants that simply left as AHG dropped the ball again. They went without a way to do laundry for almost 2 months. AHG wants to be paid for all of the times that they sent some unqualified it out to a property to say that the issues are not covered. Nothing is ever covered by AHG. Then, I had to cover the repairs out of pocket, cancel the policy, and probably won't even get a refund as they claim I owe them. For what? They did nothing but cash my checks. Then, I had to pay another $650 for a warranty through someone else. They should be shut down and taught some manners.

Regards,

I would like to take a little time to reward great service. I have been an American Home Guardian customer for the last 6 years. I have had to use them at least once, and often multiple times a year. I have always had a positive experience with their customer service. They respond quickly and always repair/replace quickly and do exactly what they say they will.

I have had an A/C unit, water heater, dishwasher, garage door motor and garbage disposal go out in the last few years and all were fixed within 24 hours.

I recommend them to all my friends and family and have never had anyone tell me they were unsatisfied.

Great company!

Review: I have a contract with American home guardian they installed a water heater and since the install my hot water spits like there air in the system. They came out and said it wasn’t’ the water heater but the pressure of the incoming water from the water department, now mind you I did not have this problem before the install of the new water heater. I had the water company come out and check it for me, I then call American home guardian back and told what they had said, (there was no problem with the pressure). I call American home guardian back and tell them as expected they didn’t believe me so they can the water department and they told them the exact same thing, no problem with the water pressure. So I wait to hear back from American home guardian didn’t hear for a week and now they tell I didn't have a plumber come and check the pressure,(hum whose better suited to this I would think the water department). So needless to say I have to go this route to get the problem resolved.

On a second note the water they replace had a energy rating of $350 a year and the new one is at $567 that’s over $200 a year more for a water heater that does not work.Desired Settlement: I want the water heater or the problem they created fixed and the right energy rated water heater

Business

Response:

3/18/2014 12;26pm Ho called in to set a claim on the water heater leak pd sf with cc sent to SHS via email.-ic

Order Information

Description: Water Heater (1 unit covered 50 gal max)

Order Number: P.O. Number:

Customer ID: [redacted] Invoice Number: [redacted]

Billing Information Shipping Information

Phone: ###-###-####

Shipping: 0.00

Tax: 0.00

Total: USD 55.00

This valued customer called our office on March 18, 2014 at 12:25 PM. Within 2 hrs a tech arrived at the home (the repair appointment was between 2:00-6:00).

AHG approved the replacement of the water heater per the following contract terms:

10. Water Heater: †

10.1 COVERED ITEMS: Repair of one (1) natural gas or electric water

heater, including the water tank, thermostat assembly, heating elements,

burner assembly, all valves and pipes, and electrical or gas supply to

the water heater.

10.2 NOT COVERED ITEMS: Tankless water heating systems, point of use

water heating systems, propane water heaters, steam circulating systems,

timers and all related wiring or controls; Sediment or mineral

deposits; Annual maintenance or cleaning; Solar heating systems of any

kind; All external holding or expansion tanks; Recirculating pumps and

all related plumbing or wiring; Plumbing insulation or tank blankets;

Noise or sound(s) caused by water movement, sediment, mineral deposits

or water hammer; Failures caused by rust or corrosion;

Moving debris or storage items to gain access to the water heater; Haul away or removal of a failed water heater.

10.3 Five Star Upgrade Covers: Failure related to sediment or mineral

deposits, rusted tanks, recirculating pump, Tankless water heating

systems and haul away. In the event of water heater replacement $150.00

will be applied towards correcting code violations, installation of

seismic restraints and permits if required. ††

This valued customer signed and invoice that states the item was working to his satisfaction when the tech left.

[redacted]Then 2 months later (59 days to be exact) this valued customer called and said he just started experiencing "air in the lines".

Job Summary Comments:

5/15/2014 10:28am homeowner called in to set a recall on the water heater sent back to SHS via email.-ic

5/15/14 1:40- from shs- the owner (2nd time) the call went directly to vm- lvm for owner [redacted]- shs will have to wait for the owner

to call back-ya

5/15/14 1:43-from shs- the owner called back and confirmed an appt for thurs. 5/15/14 b. 12-4-ya [redacted]AGAIN, PLEASE NOTE SERVICE WITHIN A COUPLE OF HRS).

[redacted]see comments from tech onsite below[redacted]

5/15/14 3:11- from shs- the tech called while on site and informed me

that the issue is not w/ the water heater, the tech was not able to

duplicate the problem and the tech turned on several faucets in the

home- the tech checked the water pressure and noticed that the pressure

is too high the pressure is at 85 pfi and it should be between 40- 60

pfi- there is no pressure regulator at the home and the tech recommended

installing one (shs provided a quote) the owner declined offer and

refused to pay for the sf - SF IS DUE SINCE THIS IS NOT A RECALL-

At this point an estimate was provided to to install the key component of the pluming system that is missing (regulator):

5/15/14 @ 4:07 - AHG CONTACTED PIMA WATER SERVICE AND ASKED WHAT THE CORRECT PSI IS, BEING

THAT JUAN MEASURED IT 85, PIMA WATER SERVICES SAYS THAT THE HOUSE PSI

SHOULD NOT EXCEED 80PSI, SAM SPEED (PIMA WATER SERVICES) WILL CALL US

BACK AS HE IS GOING TO CHECK THIS HOUSES PSI ON 5/16/14 AND LET OUR

OFFICE KNOW, SO WE CAN FIND OUT IF OUR TECH IS RIGHT OR NOT? -SH

5/23/14 11*35- FROM SHS- Called the owner to follow up and collect the

sf since this was NOT A RECALL- there was no answer at 4xx-xxx-9561- i

lvm- will follow up again- placed the policy in caution to stop any

further wo's going out bc the owner owes a sf- unless proven

otherwise-ya

[redacted]PLACED CONTRACT IN CAUTION FOR REFUSING TO PAY THE SF FOR WO 04- NOT A RECALL AND REFUSING TO ADD MISSING COMPONENT (regulator/back flow) IN PLUMBING SYSTEM [redacted]

5/28/14 10*26- from shs- the owner [redacted] called and was irate from the

beginning- owner was cursing an yelling the entire conversation- he

stated that the water company informed him that the pressure in the home

is ok and that the issue is the water heater. he does not have any

documentation to prove otherwise. the owner is demanding that shs go to

the home to fix the problem- shs is stating that the problem is the

water pressure in the home- ya

To conclude-- We have confirmed that all work provided by AHG and our service team is correct-- Issues starting 2 months after a repair that are unrelated require an additional service fee. We have confirmed the Regulator/back flow components are missing at this home and the homeowner refuses to correct the issue. THe warranty does not provide coverage for items that are not present. If this Value customer wants to correct the issue that they are having they must control the plumbing pressure and the direction of water flow in the home. AHG will not dispatch any more plumbing calls until this action is taken

As far as the power consumption issue goes-- rating tables on units for many, many, many years ago do not apply to new units-- Power costs are not the same as they were 1981.

When this valued customers account is current will will be more than happy to offer further assistance.

Have a great day!

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I never complain about a water leak I called

regarding the water heater was leaking not a water leak not sure what there

doing but there response is incorrect and waiting for repairs.

I will not accept anything except but

complete resolution of the problem they created.

Regards,

Business

Response:

Again-- We could not duplicate the issue when our techs were dispatched 2 months after the water heater was replaced. Upon further investigation, we advised this valued customer that key components are not present in the plumbing system. He was given an estimate to install missing components. The regulator and back flow device that are not present will solve the issue. AHG does not provide coverage for items that are not present. When this work is complete we ask that this valued customer submit paid invoices for our contract file.

Thanks

Review: I bought a home warranty in the event of a faulty appliance. The warranty was to repair (if possible) or to replace if "un-repairable. My dishwasher stopped working. I contacted AHG to have repaired. They sent someone out who detected the problem immediately due to flashing codes on the dishwasher. They left and said that AHG would be in touch with me about the repair options. I was contacted by AHG and informed that they didn't want to repair the dishwasher due to it being around 5+ years old. The options they gave me were clearly only to benefit them and not to take care of the customer and the faulty appliance. They offered to replace the unit with a basic low-end model dishwasher, that was not quiet, and did not match my set of stainless steel appliances. The other option they offered me was $140 credit (MINUS THE $50 DEDUCTIBLE I PAID FOR THE SERVICE CALL/REPAIR), which nets $90 dollars that they would apply towards a replacement unit. That's [redacted] I did not ask them to replace my unit, rather, the unit is fixable and I paid for a warranty plan to have this service of fixing it if I needed it.

THIS COMPANY OPERATES UN-ETHICALLY. I just wish I would have looked on Revdex.com before I selected this warranty company, as I can see that I am not the only consumer who has complaints with this business.Desired Settlement: If they aren't going to operate ethically, I want a refund of the $550 I paid for their 1 year warranty services, and I will take my business elsewhere.

Business

Response:

AHG operates per the terms of a contract. Please see sections 2.16, 12.1 and 12.2 that relate to this claim.

AHG has offered this valued customer all options per the contract.

With all "due respect" AHG will no respond to profanity.

If this Valued Customer can find a section of the contract that has not been upheld, please reference that section of the contract and we will be happy to review the claim again in a professional manner.

Have a nice day.

I have had a policy with AHG for approx 3 yrs and have recommended them to 3 other relatives. Boy am I sorry for that! Our hot water heater is ruined. It has completely rusted out. (Shock that something that contains water would rust). When I called to make a claim, I told the girl I spoke to that the hot water heater wasn't working and that it had a lot of visible rust. An appointment was made with their contractor and my fee paid. When the repairman showed up, he immediately realized that the hot water heater needed to be replaced. He called AHG to get approval to replace. He was told that AHG DOES NOT COVER RUST. How stupid is that? Well, I submit that most every appliance you have in your home deals with water in one way or the other, so of what value is their warranty? Rust is a big issue, especially here in Arizona. Customers should be told up front before they buy the warranty. I will be looking for another provider. I will be cancelling my policy and AHG has agreed to prorate a refund. We'll see how that goes. Just as footnote....When I called to make the claim and told the rep that the water heater had a lot of visible rust, she should have told me then that RUST WAS NOT COVERED before she took my service fee.

Andrew has done repairs in my house and is very knowlegable at what he does. He is also very pleasant to deal with. Also, would like Andrew to be my repair guy

Man am I ever glad American Home Guardian helped me today!

Never thought how convenient it was to have a home warranty until my a/c went out. Just by a simple call to AHG took all my troubles away. Literally just called and they got my info, I paid my service fee and off they went. Two hours later got a call from their vendor to schedule my appointment they came out and got my unit up and running back to normal. Honestly very thankful that I was talked in to getting a home warranty and from shopping around AGH has by far the best prices for coverage plus no automatic increasing at time of renewal.

Review: [redacted] was sent by American Home Guardian (AHG) home warranty insurance company to repair the self-cleaning function on our Viking oven. We paid AHG a $100 service fee. [redacted] set the self-cleaning function to 2 hours of timed cleaning, insisting that was the only way to make it work. When the timer shut off, my wife opened the oven and the door glass was cracked from top to bottom. We called AHG and reported the issue. AHG said they would re-dispatch [redacted] to replace the glass. He returned 2 weeks later with the wrong part. After another 2 weeks, he returned with the right part. After spending perhaps 20 minutes replacing the glass, he attempted to charge me $385 for the repair of damage he caused by using an incorrect method for the self-cleaning function, as I found out by consulting the factory manual on the Internet. The self-cleaning function is fully automatic and requires 4 hours to clean and cool down. The oven door automatically locks for that 4 hour period so that it cannot be opened until it is cool enough to open without danger or hazard. AHG and [redacted] never disclosed that I would be responsible for paying to repair the oven glass after [redacted] caused it to break with an improper procedure. I want a refund of my $100 service fee, since the repairman sent by AHG did not repair, but rather, broke the inner door glass in my oven by using an unadvised, irresponsible method for forcing the self-cleaning function to operate, in contradiction to the Viking factory published operation manual. AHG sent an incompetent, unqualified repairman to our home and I deserve a refund of the $100 service fee AHG charged me.Desired Settlement: I will consider this complaint to be resolved when American Home Guardian home warranty insurance company reimburses my $100 service fee to me.

Business

Response:

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 discounts. This 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) period.... especially when both AHG and the service provider have had to deal with very negative misrepresenting online reviews, Revdex.com, [redacted], and [redacted] 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 help... but that is not how AHG operates-- WE ALWAYS HELP EVERY CUSTOMER... and that will never change.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

1. American Home Guardian's response to my complaint is a downright LIE. The service person they assigned to address my service call to repair the self-cleaning function on my Viking oven broke the inner door glass of the oven by employing a method of his own invention, rather than the factory recommended procedure, for operating the self-cleaning function on the oven. American Home Guardian should be responsible for the actions of their assigned service person.2. Since the American Home Guardian service person did not fix the problem, but instead caused damage to our oven, we are entitled to a refund of the service fee we paid to American Home Guardian. We only fixed the self-cleaning function by contacting the Viking company directly, on our own, and received instructions for operating the self-cleaning function.3. American Home Guardian has many, many more complaints and unfavorable reviews, to which I added, because their attitude is to grab every penny they can get from unsuspecting customers, such as myself, and then find ways to deny the customer a fair and equitable solution to their problem. This is a pattern with American Home Guardian, as evidenced by the numerous complaints of abuse from disgruntled customers on a large number of websites that provide a review forum for companies such as American Home Guardian. In fact, their record with the Revdex.com is far less than stellar, their rating being below standard.I will not be satisfied until I receive the $100 service fee refund for not performing the job that American Home Guardian was responsible for providing.I cannot believe they LIED BY REPRESENTING THAT THE OVEN GLASS WAS BROKEN BEFORE THEIR ASSIGNED SERVICE PERSON ARRIVED! It was NOT BROKEN. The American Home Guardian service person BROKE THE OVEN GLASS ON JUNE 15, 2015, THE SAME DAY HE SUPPOSEDLY "REPAIRED" (read "BROKE") our oven.

Regards,

Business

Response:

To clarify the demands of this customer... They want service (parts installed costing hundreds of dollars that AHG paid for), Discounts on non-covered glass damage... and they want their money back.To demonstrate AHG is a customer service and Customer Focused company AHG will Issue a credit of $20.00 to this persons account that can be applied towards renewal or their next service fee.Have a nice day!

Review: On 29 May 2015, I reported to American Home Guardian my air home conditioner had failed. They told me no one was available to look at the system until Monday. I told them I would try to make it through the weekend, but if needed I would call a technician. We did not make it through the weekend. I called Arizona Refrigeration who came out and informed me I had a leak in the interior coil. Because of the age of the unit, they were not sure they could find the parts. I authorized replacement of the unit. I called and informed American Home Guardian of all the details. After the replacement was complete, I sent all the paperwork to American Home Guardian with a letter on 12 June 2015. In July 2015, I personally went to the offices of American Home Guardian to ask why I had not received reimbursement. They handed me a form and requested I obtain the necessary information needed for reimbursement from the installer. I did so and returned the completed paperwork the next day. On August 5, 2015, I sent another letter to Home Guardian requesting reimbursement. I also talked directly to the person in charge of issuing the settlement. That person committed twice to a resolution date. Neither commitment was kept. On 5 August 2015 I wrote a letter to the president of the company explaining my plight and again asked for reimbursement. Today is 15 September 2015, and I have not received any response to ANY of my requests for reimbursement. I want reimbursement for the entire cost of replacing the air conditioner.,Desired Settlement: I desire complete reimbursement for the replacement of the home air conditioner unit.

Business

Response:

Check#[redacted] was issued for reimbursement weeks ago per the contract terms.AHG will place a stop pay on the check and send another one today. replacement parts are available and this valued customer did elect to upgrade their entire HVAC system instead of just fixing what was the root cause of the problem. This is called out in section 2.5 of the contract that reads as follows: 2.5 Unless specifically noted, AHG is not liable for cost of any kind associated with obtaining building or construction permits, or required modifications to upgrade, or install appliances, utility systems, heating or cooling equipment that may occur due to incompatible components, technology or conversion to comply with local or federal codes. Also excluded from AHG liability is the cost to provide a new utility run or access to existing utility systems and equipment located on the roof, or 20 feet above finished grade, or if the item is located in an attic, crawl space, roof, wall, ceiling, floor, or encased in concrete. In the event access is required to any of the above, the opening will be restored to rough finish. Paint, texture, wallpaper, tile, stone, stucco,plaster, siding, paneling, any form of flooring, or roofing are the Contract Holder’s obligation to repair. AHG is not obligated to repair damages to screen walls, fences, cabinets, counter tops, or to pay any additional cost if the contract holder chooses to upgrade any item.

The contractor was polite, talkative and efficient. I really do think that it is reliable and deserving of a five star review!If there's anyone else needs this service, I will surely recommend!

Recently I just purchased my very first house. I am very grateful my real estate agent recommended that I get a home warranty from American Home Guardian. I filed my first claim today and I am very pleased at the prompt service. within a few hours the service company was at my house and quickly fixed my appliance. Everyone I have talked with was a pleasure to work with and I would recommend that all home owners choose American Home Guardian for their home warranty company.

Review: I purchased a home warranty from American Home Gordian. I paid for a full year right away. I placed a service call for a ** Oven that is well maintained. I paid the service call fees and few days later a repairman came by and examined the oven and recommended replacing a part. Ten days later, I did not hear from the local repair company nor from American Home Guardian. When I contacted AHG to follow up, I was informed that the oven is too expensive to repair and will be paid $ 143 only. .

So, AHG will not repair the Oven nor replaced it. Instead AHG will pay " the fair Market value" for it. This clause is indeed in the contract. However, " the fair Market value" for an appliance is a subjective term. The oven is in good shape.Desired Settlement: I thought my home is covered. Apparently, based on AHG interpretation for the contract I barely have any coverage. This clause in the contract could be used for any appliance in the house and subsequently AHG will basically cover nothing.

I would like any one of these options fix the oven, or replaced it, or a full refund without losing the 15% processing fees.

Business

Response:

Thank-you for the opportunity to illustrate coverage. As this Valued customer knows -- AHG bases coverage off of builder standard grade appliances and they are depreciated based on useful life as indicated by a 3rd party (The Association of Home Appliance Manufacturers). This is all very clearly spelled out in section 2 and 12 of the contract. This Valued customer has indicated that service has been rendered and buyout offered. AHG and the customer are required to go by the contract. . . . if this valued customer would like to cancel, that is obviously their right. and we would hate to see them go. However, in order for them to cancel they need to mail the request to [redacted]. There will not be a 100% refund. AHG Has honored all facets of the contract and again, claims have been filed and service has been rendered.

Thank-you and have a nice day

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

AHG followed its deceptively crafted contract. A claim was filled, a $55 service call was paid, and AHG service was to send a check for $143 to be processed after 30 days. This is not a home warranty coverage. This looks like scam coverage.

Incidentally, my neighbor with identical oven ( same age, same brand, same builder) was given a replacement oven by [redacted]. Yes, AHG followed its contract in this incident which is not consistent with industry norms.

The main point is AHG provides virtually no coverage. It relies on terms in the carefully worded contract to avoid providing any meaningful coverage that it claims on its website. This deceptive business model needs to be addressed by the Revdex.com to protect unsuspected consumers like me. It is legal, but deceptive.

So, had my home been insured with [redacted], I would not be writing this complaint. A I am happy customer ? definitely No.

Regards,

Business

Response:

AHG respectfully requests that exact examples of where the contract was not followed be provided. When doing this, please reference the contract section #.

We have no knowledge of this valued customers neighbors experience so we cannot comment.

If any item can be identified that we have not delivered exactly what we said we would, I will see to it that the corrective action is taken at once.

We sincerely what this customer to know we want to make them happy per the terms of the contract.

Thank-you

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below

AHG keeps referring to the contract. The problem is embodied in the deceptively crafted contract. In fact the whole business model seems to be deceptive based on this contract. The actual coverage provided after applying the terms of the contract is a world away from the coverage AHG promises on its website and ommercials.

At the end, AHG promises something and delivers something else.

Addressing AHG’s question “If any item can be identified that we have not delivered exactly what we said we would”. Simply stated, AHG promised Home

warranty coverage and delivered anything but meaningful coverage.

I am definitely not a happy customer.

Regards,

This company only seeks to take your money and not provide services. We had an emergency situation arise with our rental property and AHG refused to reimburse for the repair that they allegedly cover under the contract. When my property manager called, the agent she spoke with was rude and abrasive and refused to help. I tried calling as the purchaser of the warranty and was met with a very rude, combative agent who constantly interrupted me and made comments regarding my intelligence level. When I stated I would be canceling my policy with them in favor of a company that is respectful towards their customers, the agent told me to read the cancellation policy so I could at least do that correctly. Completely unnecessary and disrespectful attitude.

I would have stayed with them had they been polite and made me feel as if they cared about my issue, regardless of whether they covered it or not. The attitude of the female agent I spoke with, however, sealed my decision to find another home warranty company. I would not recommend them to anyone!

I have had many home warranty companies over the past 10 yrs of being a home owner and a landlord; I have to say that American Home Guardian is the worst company. They have the worst customer service and I have had several service calls that need to be repaired months later and they refuse to fix because its not within their window. I usually have their service professionals contact my tenants to schedule appts. I have had incidents where the service professional never called my tenants and showed up when they were out of town (even though I told them they were not in town ahead of time). They took my service fee and would not refund it. I have called to speak with managers and they always say someone will call me back (not once has anyone ever called back), but they are willing to call for any money they need to collect. They always collect the service call ahead of time which to me is not right. No money should be collected unless the work is completed. I just called to have a repair to my plubming and they tech couldnt get to the plumbing. They collected the service fee and then to find out they wanted me to removed 4 ft by 4 ft of tile in order to try to resolve the issue. When I declined they never offered my a refund of my service fee. Worst company out there and would urge others not to use them as a HW company.

Review: This company is a fraud as they will not honor warranty. THey said there was no one that could come out for at least a month and that they only had one repair guy in all of austin and he was a momth out as well.Desired Settlement: They need to refund the $44 monthly premium as they are not fulfilling their contract

Business

Response:

With all due respect... AHG does have service providers in this area. The issue here is that this Valued Customer has been very ... lets just say difficult and unprofessional with them. They have refused to service him because of they way he treats people that are trying to help him.

Per section 5 of the contract -- If AHG cannot accommodate a customer for whatever reason, they are given the opportunity to contract a contractor of their choice and submit for reimbursement per the repayment terms of the contract. This has been offered on more than one occasion.

AHG requests that in the future this valued customer tell the whole story. AHG has bent over backwards to accommodate this customer and he has refused the service. It is impossible to "pin-point" the exact time a contractor will arrive at your home. All service providers that do home repairs provide 2 to 4 hour arrival windows. Most contractors will give a courtesy call when they are in route... but this was not good enough for this valued customer.

There is no conceivable way AHG can be viewed as non-supportive and/or there is no part of the contract we have not followed. This complaint cannot be listed as a negitive on AHG's Revdex.com record.

If this valued customer wants the service fee refunded, we will cancel the reimbursement request and the item in question will be excluded from future coverage. We just need this valued customer to indicate exactly what he wants us to do in writing.

Thank-you, and HAVE A GREAT DAY!

My AC stopped working late yesterday, the rep from AHG made sure the repair was completed yesterday