American Home Guardian, Inc.

The technician was very up to date on info for AC in manufactured homes.

Review: I would like to file a complaint against American Home Guardian Home

Warranty Services in Mesa.

I purchased my Home Warranty policy in January.

I contacted the company Feb 10 for an issue with the dishwasher - which is

covered under the policy. They hemmed and hawed around so long I got it to

work myself.

I then called again on March 23 and placed an order for service.

They did not call me back.

I called them late on the afternoon of March 23 and paid the 55.00 for a

service call. They said a technician would be in touch within 48 hours

since I initially requested the service call during weekend hours upon

processing of the payment.

A technician called me back that afternoon and we scheduled a visit for him

to come out to my home on March 24th at 5:00 - and he did. He worked on the

dishwasher for at least 2 hours....

He told us the dishwasher was on its last leg - that the motor was shot -

that it wasn't getting the water that it needed to clean the dishes. He

jimmied it around to where he thought it would work. It ran one cycle while

he was there. He said he would have to call in to AHG the following day and

tell them what he had told us that he recommended replacement.

On April 2/3 I sent another email via their web site asking for assistance,

decision to attempt to repair again, replacement or SOMETHING.

I have been calling and calling and get put on hold and told via an

automated line to file a service order on line. I have already paid the

55.00 - if I put in another request it will be another 55.00.Desired Settlement: My dishwasher is still not working and it is now growing mold inside of

it....that is a health and safety issue.

We paid 399.00 for a contract that is of no use...HELP please. I am

attaching a copy of the contract that they have failed to live up to - they

are not available 24/7 and they do not stand behind their contact.

Business

Response:

As indicated in the complaint-- the report AHG received was that the appliance was repaired/working and Authorization was given on 3/27/14 to the repairing contractor.

AHG did not receive any communication on April 2/3 from this valued customer. We track and save all web site communications and there is no record of any attempt to email us on either of the days indicated.

"last-leg" is a subjective phrase-- We prefer to use working or not working. Again, we were advised that when the tech left the appliance was working.

We did receive an email from the website yesterday from this valued customer that said she choose to purchase a new dishwasher... and that is the homeowners right. However, in fairness-- We had no indication it was not working again because this customer did not communicate with us.

AHG is happy to resolve any/all issues for covered items-- but we do need to be aware of them to offer assistance.

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.

[Provide details of why you are not satisfied with this resolution.] The companies website does not allow the customer to save copies of the email submission therefore it is my word against them. I can assure you that I will do everything in my power to ensure my displeasure with this company is well known to all future homeowners in not only the metro Austin Texas area as well as the Fort Hood area. Since Fort Hood is the largest military installation in the world with soldiers moving into the area every day of the year I will ensure I warn them to stay away from this company.

Regards,

Business

Response:

Please make sure this Valued Customer gets the additional updates we provided via email

This has got to be the worse warranty company. They are deceptive, dishonest, and unreliable. They claim to be the best seven years in a raw. I don’t know which seven year, but definitely not the last seven years or the seven before. They are the worse company I have ever dealt with. Be very careful believing anything they tell you at the time you sign up. Also, the contractors they have are extremely bad. Sonoran Home Services are the one contractor they will send you when you need service. This company will create more problems and will leave you with bigger problems that you originally had. AHG will not honor their promises to fix problems. You will call them about Sonoran Home Services not fixing the problem and creating other problems and their response will be “not our problem.” Just save yourself and your property and don’t waste your money with this company!

I called AHG on 4-19-2014 and reported my hot water leaking through the garage and out the drive way. I turned off the water and closed the breaker to the heater. I called AHG and reported it. Spoke with the girl that answered the phone, she was very helpful and told me because of the upcoming holiday (Easter) she may not be able to contact one of their Plumbers. However she did in fact contact a plumber and gave me their name and phone number and told me to call them and set up an time for him to check it out. The plumber did call and I set up an appointment for 4-20-2014. AHG did tell me that I could set up my own contractor and they would reimburse me and sent me an e mail with the authorization number to do so. When the plumber arrived he checked all the water heater numbers to see if they matched and they did. Next he said he had to call to get authorization to replace the water heater. There in lies the problem with AHG. No one there on weekends to give authorization!!! Of course they have my $100.00 service fee in the bank and I do not have a water heater! To make matters worse I must be out of town for the next two weeks and I am not sure what will take place when I am able to contact AHG. Very infuriating to say the least. You would that a company that large would provide 24-7 service??

I have been a customer of American Home Guardian for about 3 years now. I have called for service several times. Each time I call the staff is very helpful and the service techs that come to my home are top level professionals. I have never has a single issue with any of the claims I have filed. I would strongly recommend that you use American Home Guardian if you are shopping for a great home warranty company.

Review: I purchased this warranty which stated they would repair or replace. My air conditioner failed. I called and paid the $50. service fee and they sent an A/C man out who determined my complete system needed to be replaced. Their web site states that if a unit is over 20 years old, which mine was, they would pay 1,200.00 toward the repair. AHG sent me a written offer of $400.00. This is clearly a deceptive trades and practices act on their part.Desired Settlement: I want AHG to pay me $1200.00 as their policy states. It is deceptive to state they will pay that amount on replacement of a system 20 years or older then only offer $400.

Business

Response:

This valued customer is quoting contract text for 2012/2013 contracts.

This does not apply because the customer purchased their contract in 2011.

As this valued customer can see by looking all all of the details-- They also paid a much lower price for the contract.

AHG has provided copies of the contract they paid for on August 29, 2011.

AS ALWAYS-- AHG has upheld every aspect/facet of the contract this person purchased. If this valued customer can show anywhere in the contract that was issued to them in 2011 AHG has not complied, I will be more than happy to rectify the issue at once. In order to do this AHG will require this valued customer to reference the exact section of the contract.

Again, 2012/2013 contracts DO NOT apply to purchases made in 2011... not sure why this is confusing.

I hope you have a nice day.

This was Andrew’s second trip. Always told me what was going on, kept me informed. Very nice to my dogs.

Review: My home warranty contract with American Home Guardian (AHG) includes reimbursement for a seasonal check on my air conditioning system (up to $60). I had a seasonal check completed on my system on April 8, 2014, and submitted a claim to AHG for reimbursement the same day (via eMail). On June 16, 2014, I sent a request to AHG (via email) requesting status of my reimbursement from which I received no reply. On June 19, 2014, I called AHG and spoke to Ms. [redacted] who advised she would have to check with another department to determine the status of my reimbursement, she sent an email to the AHG accounting department requesting they contact me and provide a status of my claim. Having heard nothing from the AHG accounting department, I sent a follow-up email to Ms. [redacted] on June 30, 2014, again asking for assistance in obtaining a status of my reimbursement claim. Ms. [redacted] sent me an email in response to my request the same day (June 30) in which she stated she elevated the matter to the company president who she said had "instructed accounting to mail the check first thing tomorrow" (7/1). Ms [redacted] also stated she would double check to be sure accounting got the order to mail the check. As of today, July 12, 2014, I have not received reimbursement nor has anyone contacted me since June 30 when I was advised a check would be mailed the next day.Desired Settlement: I simply what AHG to live up to the contract I have with them to reimburse me for the seasonal check I had on my air conditioning system. My submitted claim was for $49.95.

Business

Response:

AHG submitted payment to this valued customer 15 days ago.

I have asked [redacted] to call the customer and verify the address.

We have placed a stop payment on the check and will gladly issue another when the customer confirms the mailing address.

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.

American Home Guardian contacted me today to verify my mailing address. They had the correct address. Payment as of this date has not be received, nor has the issue been resolved.

Thank You.

Having been in this industry for as many years as they claim they should have some type of structure that works at this company. You can see and hear the frustrations of the people whom you talk to at this company on a daily basis and it is not clear if it is lack of understanding and follow through or frustration of being over worked. Either way too many times have I been promised proper communication and this company and even it's owner have demonstrated a high level of unprofessionalism. Trust me when I tell you that you have MANY CHOICES in home warranty companies. Don't be baited by a nice price tag or offers of coverage that seems too good to be true. In the end you need the RIGHT PEOPLE working for your company that do what they say they will do and at least have management who cares about training their staff the right way. Here is a clue, ask their customer service agents to tell you what the basic operations of an A/C are or what a ground level clean out is? Better yet have them explain what and why there needs to be additional money taken out of a settlement which they refer to as "time in the job". So you pay your service fee on top of a deduction of this "time in the job" leaving us customers with less than a reasonable amount to even put towards a new item. I am glad my contract is over and I would NEVER recommend this company to anyone!

Andrew is quite responsible and knowledgeable about the work he did. I appreciate his attention and time. I also appreciate the customer service. Thank you.

Review: We recently had a plumbing problem that we reported to AHG. They sent out two different plumbing companies to clear a line blockage from our back bathrooms, neither company was able to clear the blockage. In fact, both companies told us the line was broken and that the break was outside of the foundation of our home so there was nothing left for them to do. AHG, refused to send anyone else out to fix our problem, saying there was a line break. We were never shown any proof of a line break so we called out a real plumber who was able to clear the blockage and provide video proof that there was no line breakage. I had to pay this professional plumber almost $400 to clear our line blockage. We requested a full reimbursement from AHG for this additional expense, as well as the original service call fee we had to pay them. We were informed by email that the company would only pay a portion our plumbers invoice. We feel that what we asked for is a reasonable request.Desired Settlement: Reimburse us for the money we spent correcting a problem that both of their plumbing contractors were unable to fix. We only asked them to refund our service fee and pay for the plumber we called out that fixed the problem. If this goes to small claims court we will sue for the max, including the costs incurred by us to use shower facilities while this problem was being resolved.

Business

Response:

Dear Revdex.com; AHG is happy to provide the facts related to this valued

customers concern. The best way to start

this response is to have you reference the attached SIGNED CONTRACT. Sections 2.1, 3 and 10 (that all have the customers’

initials next to them) summarize AHG and this customer’s agreement and address

this customers concern.As stated by Mr. [redacted]-- not one, but two contractors

provided the same diagnostic. This

demonstrates that AHG was trying all avenues to assist this customer per the signed contract terms. We have written confirmation that the second

contractor (the owner of a plumbing company that has been in business for

several years and has completed hundreds-upon-hundreds of AHG jobs) went above

the warranty scope to assist this valued customer by providing additional

services (snaking outside the foundation). When this activity happened, it was confirmed again that there is a

plumbing issue in the yard because when he pulled the snake back, it was

covered in mud…there is zero denying this fact. As a professional courtesy, this customer has been advised that they

will need to address the plumbing issue in the yard, or the problem will happen

again, and again… and will cause problems inside the home.As you know—ALL home warranties demarcation point is the

foundation of the home. They are called “home

warranties” not “home and yard warranties”. Meaning that items within the home are covered… items outside the home

are not covered. This is addressed in

section 2.1 of the contract (again—see the initials next to the section of the

contract where the customer acknowledged this at time of purchase).Because the plumbing issue was not “normal” or within the

warranty scope—Additional services were recommend 2 times. This valued customer would not listen to us

each time we tried to have the conversation with them. As stated in section 10.2 – Camera service

is not covered by the warranty because in 20 years of personal experience, the

only time this is ever needed/required it is because there is something outside

the warranty scope causing the problem.AHG has already provided service and compensation that exceeds the

contract... this was done as goodwill/good faith. This valued customer is asking

for compensation for camera work—Again, addressed in BOLD font and initialed by

the customer at time of purchase/before the problem occurred.To be 100% clear and conclude: AHG has provided the services that both the

customer and AHG agreed to and documented in a signed contract. AHG has upheld all facets of the agreement

and we dispatched 2 contractors that provided the same diagnostic. The customer is requesting that AHG pay for

service that is excluded from coverage/over the contract limit (and the customer signed this specific

item/contract section). AHG will not be paying for

services we never agreed to provide… and we have never offered in 13+ years.Per the Revdex.com’s own reporting standards – if we did not agree

to something, and the customer agreed (SIGNED THE CONTRACT)—it can’t be counted

as a complaint on AHG’s record.Thank-you for your time—I hope you and Mr. [redacted] have a

nice day!

Consumer

Response:

We have attempted to upload our video files but your system must

not be equipped to handle them. Therefore, we are sending the body of the

rebuttal and will provide the video evidence in the format of your choosing. We are also attaching a still shot our

plumber took while filming. The tone of the business's response is an example of what we have

been dealing with. If we are such a valued customer, than why have they

refused every single request we have made to speak with someone in management?

If they value our business so much then why don't they let us speak with

someone other than the receptionist? As

far as the professionalism of their contractors is concerned, we offer the

attached video evidence of our contractor.

The video report clearly shows the sewer line intact, there is no break

in the line. The “mud” the other

professional (the owner of a plumbing company that has been in business for

several years and has completed hundreds-upon-hundreds of AHG jobs) plumbing

company found was probably human waste; I guess that can be confused with

mud? In addition, the written report

from our contractor clearly shows that he “found no mud, or broken line.” We provided this report to AHG but they

refused to consider the information but agreed to pay for the line he

successfully cleared. In addition, the

sewer mainline that the AHG contractor claims is out in the yard is actually in

the middle of the house, in the Kitchen.

I am no expert on “home warranties” or “home and yard warranties” as AHG

so pleasantly pointed out but I think the kitchen is within the foundation of

the home and is covered under the warranty according to AHG’s own words. As far as why we asked our contractor to use

a camera and verify what the second contractor AHG sent out reported. Let me quote AHG again so I don’t get it wrong,

“We have written confirmation that the second contractor (the owner of a

plumbing company that has been in business for several years and has completed

hundreds-upon-hundreds of AHG jobs) went above the warranty scope to assist

this valued customer by providing additional services (snaking outside the

foundation). When this activity happened, it was confirmed again that there is

a plumbing issue in the yard because when he pulled the snake back, it was

covered in mud…there is zero denying this fact.” Based on the video and

written evidence provided by our plumber (Kendall Plumbing) the information AHG

keeps quoting from there contractors is false.We are happy to provide a copy of the thumb drive and

another copy of the written report our plumber provided us if needed.

Also, if it would expedite matters, we are more than willing to come down

to the AHG office and have a conversation with Mr. [redacted]. We could have

avoided involving the Revdex.com if Chad would have responded to our repeated requests

to speak with management, but it is not too late to resolve this problem before

we have to escalate it further than the Revdex.com.

Business

Response:

It is not clear why AHG continues to receive threatening/harassing email and communication from this valued customer. AHG has agreed to pay what is included in the coverage provided.Drain video service will not be paid by AHG because it is excluded from coverage and this customer acknowledged this by initialing and signing the contract.

Review: I renewed my home warranty with the company back in January 2015. In 2014 I purchased a second, stand alone freezer. When I called to renew my coverage, I specifically asked if my second freezer was covered and was told YES, there was nothing I needed to do. I called today for a service call on my freezer and was told that my coverage in fact DOES NOT include my second freezer and they will not be covering. They sent me a copy of the warranty, which was electronically signed (not wet signed), so ANYONE who has access to my email could have signed it, there is no proof it was me. Additionally, whether it was me or not is not the issue. When I specifically ask if something is covered or needs additional coverage and am told it does not need additional coverage, I would not no reason to assume I am being given incorrect information, as it was covered the previous year. This is clearly the company's fault for giving me incorrect information and they need to come assess my freezer to be fixed. I am more than willing to pay the fee for this to occur. If the company does not cover my freezer I will not be renewing my warranty with them and will demand a full refund as they are not fulfilling the obligation that was set forth in January 2015 when I was told my freezer would be covered.Desired Settlement: Repair my freezer for the fee that my warranty calls for ($60). Failing that, I demand a refund of my coverage amount since I was given incorrect information and would now need to have someone come out and fix it at a much greater cost, up to and including needing to replace the entire freezer.

Business

Response:

Please see the attached SIGNED CONTRACT... coverage for a "Standalone freezer" is not offered in any home warranty contracts AHG is aware of unless additional coverage is purchased. Please notice on the order confirmation letter where it states that all optional items/upgrades were declined. Please see section 13 where this valued customer initialed next to the appliance coverage that details/outlines exactly what is covered. Then, please notice item 7 on the last page where we provided 2 weeks for this customer to make changes/upgrades to the contract. Just so the Revdex.com knows-- AHG has offered to send a referral to one of our service providers that could help this customer 3 times (2 verbal and once in writing). Our offer to help has been declined every time. To make sure the Revdex.com is following your own protocol-- I need you to take note of the fact that AHG never agreed to provide coverage for this "extra-appliance". We have been very forthright about coverage and this customer acknowledges this with the signed contract that contains initials next to the coverage she is complaining about.on the last page of the contract-- you can see that AHG offers FREE warranty consultations. All of this customers questions about coverage have been answered several times. If this customer would like to cancel their contract, that is their right. We would not like to see a customer leave and would like to keep them so we can provide assistance for the items they did purchase coverage for in the future. However, if she does want to cancel, she will need to follow the directions in section 5 that she initialed. AHG cannot deviate from the signed contract-- I hope you have a very nice day! If we can help per the terms of the contract, please do not hesitate to call. [redacted]Because of declined coverage and a signed contract, this complaint cannot be reflected on AHG's record --- AS THE Revdex.com has indicated in the past.[redacted]

Consumer

Response:

Digital signatures are not supported by law. Only wet signatures are as there is no proof who signed your contract. The fact that your representative lead me to renew my contract under false pretenses is enough for the contract to be void. I asked several times if my freezer was covered and was told every single time that it was. That was not the truth. I was never told I needed additional coverage this year as it was covered last year. Your own representative told me that on the phone when I called for a service call. She said you eliminated it from your contract 14 months ago. Since I was already under contract, my existing coverage could not be changed, altered, or excluded. Listen to the calls. You'll see I am right and your representative lead me to sign a renewal under false pretenses. While it is true the merchant offered to have one of their contracted vendors look at it, it was in fact only offered twice, and only declined once. The one time was on the phone, where it was not actually rejected or declined, I simply did not respond and asked to speak to a supervisor. I was told I would be talking to supervisor, when in reality I was forwarded to a random voice mail box that had no name and was full and no message could be left. I later received two emails from the merchant after business hours. One placed the blamed for getting voice mail on "repairs", the second again offering to refer me to one of their vendors. However, due to the emergency nature of my service call, the fact that the emails came after hours, and I had already filed my complaint for breach of contract, I did not respond. I have since contacted my own repair company and the freezer is fixed. However, due to this merchants breach of contract and contract renewal under false pretenses, it cost me way more than it was supposed to. The merchant owes me a refund for the additional amount paid. I would never have renewed with this merchant had they told me the truth that my freezer would not be covered. There are other merchants that include more for less, have better customer service, have better service contractors, and can have repairs done in a reasonable time frame.

Business

Response:

The coverage was declined several times-- AHG gave you 2 weeks to change your mind... and we documented it in writing. AHG 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/declined... it'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.

Review: I had a plumbing blockage at my house in May 2015, that caused raw sewage to come up through all of my shower, tubs, and toilets. I called an emergency plumber to come out, since it was after 7pm. I submitted all of my required paperwork to AHG, as I had done many times in the past, for my reimbursement. After a four month process that included [redacted] telling me that she lost all of my paperwork, 2 months after she confirmed that she had received all of the proper paperwork that she needed, and repeated attempts to contact her, and waiting for her to do something as simple as return a phone call, I think I have been EXTREMELY patient. I have dealt with many different people at AHG, since I have been a customer, beginning in February 2015. She is the only person who made me feel like my business, my home, and my family were not important and made me regret choosing AHG for my warranty company.Desired Settlement: $290 reimbursement for plumbing blockage.

Business

Response:

FOR THE RECORD-- This valued customer has used their homewarranty contract 7 times in the past 5 months. One of these times as a reimbursementrequest (requested about 2 months priorto this issued) that was processed withno problems because they followed the contract. The reason that I amtelling you this is because we have to establish that this valued customerknows the contract very well and has followed the terms several times prior tothis issue and 1 time after this issue. This valued customer and the Revdex.comknow that AHG's operations and procedures are based on a contract that thecustomer agreed to at time of purchase. AHG has provided contractdocuments to this valued customer 2 times and contract specific section terms 7times.Below is the section of the contract that describes the process and contractterms required to process a claim. PLEASE NOTE: the following from thecontract-- A) AHG reserves the exclusive right to arrange for a serviceprovider to contact the Contract Holder to schedule a mutually acceptablerepair appointment within four-business hours from the time a service requestis reported. B) AHG will not reimburse for any parts or servicesperformed without advanced approval resulting in the issuance of anAuthorization Number. C) 8.2 To request reimbursement, anAuthorization Number must be issued prior to service being performed. TheContract Holder will then have 30-days to mail a legible copy of the invoiceto: AHG REIMBURSEMENTS. The invoice must contain: a company name, address,phone number, license number and bond number (if applicable), arrival anddeparture time, description of the root cause of failure and a summary of therepair. The manufacturer and brand name of the8. Filing a Claim or Requesting Service:8.1 Contract Holders can go to:[redacted]or call AHG’s toll free service number:[redacted]service requests. AHG reserves the exclusiveright to arrange fora service provider to contact the ContractHolder to schedule amutually acceptable repair appointment withinfour-business hoursfrom the time a service request is reported.Business hours are 7:00am to 5:00 pm Monday through Friday, ArizonaStandard Time. Servicerequests received on Saturdays, Sundays,holidays or if the dwelling of record isin a rural area, a 48-hour waiting period willbe allowed for a servicerepresentative to contact the Contract Holderto schedule the repair. In the eventthe Contract Holder is not contacted within thetime frame indicated above, a$5.00 credit (no cash value) will be issuedthat can be applied toward futureservice calls. Even though methods are in placefor AHG to receive servicerequests 24-hours/day, every day-- we do notguarantee we can providesame/next-day, weekend, holiday, or afterbusiness hours repair service. AHGwill make all reasonable efforts to expediteservice requests. In the event AHG’sservice providers cannot accommodate theContract Holder, an AuthorizationNumber will be issued. The Contract Holder willbe allowed to contract alicensed, bonded and insured repairprofessional of their choice and submit forreimbursement based on the following terms: AHGwill reimburse the ContractHolder a maximum of $55.00 per hour for laborand reasonable mark-up (not toexceed 50%) for all parts. AHG does notreimburse for diagnostic, travel, arrival,or contractor imposed service fees. Covereditem limits apply and all repairs over$350.00 require additional approval. AHG willnot reimburse for any parts orservices performed without advanced approvalresulting in the issuance of anAuthorization Number.8.2 To request reimbursement, an AuthorizationNumber must be issued pri.2 To request reimbursement, an Authorization Numbermust be issued prior toservice being performed. The Contract Holderwill then have 30-days to mail alegible copy of the invoice to: AHGREIMBURSEMENTS. The invoice mustcontain: a company name, address, phone number,license number and bondnumber (if applicable), arrival and departuretime, description of the root causeof failure and a summary of the repair. Themanufacturer and brand name of theitem serviced, and part numbers for allcomponents installed, as well as asignature by the Contract Holder indicating therepair is complete. AHG will issuepayment within 30-days of receiving an invoiceas described above. Bottom line-- AHG was not notified about thisissue until 16 days after the issue was resolved. (we did not agree perthe contract to accept this claim). As of today, We still do notknow the root cause of the problem. Please note that the date thisoccurred was a FRIDAY. As, all parties know-- AHG has operators available24/7/365-- (all day every day we are here to help customers!)To be 100% clear to the Revdex.com and this customer--Per the contract AHG does not reimburse for claims we are not notifiedof in advance. Furthermore, [redacted]THIS VALUED CUSTOMER HAS NEVER PAID THE SERVICE FEETO OPEN A CLAIM [redacted] Yesterday when our customer service manager tried to talkto this valued customer -- HE REFUSED TO TALK TO HER and said "i wouldrather deal with the Revdex.com" and hung-up on her. <-- This was taking placewhen AHG was trying to resolve the issue. AHG has call the contractorthis valued customer hired 2 times to get information -- Both times, they tellus "they don't know the details and cant provide them" Thiscustomer has followed the contract several times in just a few months. AHG has provided and reviewed in detail the contract with this valued customerseveral times. AHG still does not know that the root cause of the problemwas because we were not involved and we cant seem to get the facts. Pleaseunderstand that a home warranty is not a blank check. Contract termsapply.[redacted]

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. 09-16-15 To whom it may concern: I would love to actually be able to speak with ANYONE from AHG, who is not [redacted]. Especially whoever wrote the Revdex.com response letter. I strongly believe a phone conversation can straighten out, what seems to be a very confused and/or mislead person. I’m not sure how stating how many times I’ve used their service, since I’ve purchased my house, is relevant to this specific claim, at all. I purchased a 40 year old house, that was vacant for months before I bought it. How is it a surprise if MANY things need repair/replacement? That’s why I bought a 3 year warranty. First of all, the response letter seemed to leave out a few of my biggest issues. They seem to focus a lot on the money side of things, and neglected to respond to my biggest problems with AHG ([redacted] specifically), which were: 1. [redacted] admitting to me (which I’m sure she will deny now) that she lost my paperwork for two months. And I only found out about it when I called to check the status. 2. [redacted] making me and the vendor repeat the events of that night several times. Then, acting as if we were lying, or it was impossible that 40 year old plumping could have any issues. 3. Taking 4 months to deny my claim. TRUST me, If [redacted] would have denied my claim within a month or even 2 months, we would not be in this situation. But because I had to make over 20+ calls to AHG to remind them that I was still alive and waiting to hear from them, THAT is where [redacted] really proved that I am indeed NOT a “valued customer”. 4. This is the biggest correction I need to make….This section in the response letter: ““-- HE REFUSED TO TALK TO HER and said "i would rather deal with the Revdex.com" and hung-up on her.””

I had purchased a warranty online on a Sunday charging my credit card $559 almost immediately. The following day, Monday, I called in the morning to cancel the policy. They said I had to send a letter I writing, which I did the same day. I called on Tuesday (it only takes one day for mail to get from Scottsdale to Mesa) and they had no record of my letter. I called again on Wednesday and after searching they found it. They said it would take up to 30 days for a refund. How can this be legal? I did not even sign a contract - like I had to do with the other Warranty company I chose. I am still waiting patiently for my refund.

Do not believe a thing the contract says. I used them when I bought my house and I happened to have a problem. They told me go ahead and have it fixed and we will reimburse you but when it came time for the reimbursing, forget it. Their contract isn't worth the paper it is written on. Do yourself a favor don't waste your time or money on this company cause you may need it if something actually does happen.

Customer Service Reps of AHG and of your Contractors are always great, very professional and courteous.

I was impressed by the coordination of the efforts- especially on memorial day weekend as my AC unit needed repair!!