American Home Guardian, Inc.

Good afternoon, This information is in response to the above complaint.This complaint has been sent to the wrong company American Home Guard is a different company than American Home Guardian, we do Not Service the State Of PA. Please close this matter and refer to the providing company....

 Regards,AHG

Revdex.com compliant ID [redacted]Michael W[redacted].Gilbert, AZ 85297As both the Revdex.com and this values customer know AHG operates per the terms of a signed contract.See Attached copy of the signed document.Policy type Sonoran-100Summary of events:12/27/16 Customer called in asking about the roof...

coverage, he let the AHG representative know he was going to have a contractor out.2/7/17 Reimbursenent claim openedas required per section 20. in the contract.3/22/17 Customer contacted AHG and provided a corrected email address to send the reimbursement form.5/17/17 Customer returned the receipt and the required completed reimbursement form.5/23/17 Checkis being processed for $300.00 and will be mailed to the customer this week.Summary of coverage:Roof coverage is a reimbursement only coverage, per section 22. of the AHG contract.Section 22.1 coverage limit is $400.00 per occurrence / aggregate limit of $1000.00 Policy has $600.00 remaining aggregate.Per section 8.3 a service fee is required for each item service is requested for, including reimbursement requests.The policy Mr. W[redacted] choose has a service fee of $100.00 per claim, in this case the fee was not prepaid at the time the claim was set up and must be deducted from the reimbursement.With the occurrence max of $400.00 a service fee of $100.00 AHG is providing a check to Mr. W[redacted], the remaining balance of $300.00 as per terms.Hopefully this clears up any confusion with this claim and the coverage amount, at AHG we attempt to make the coverage clear, we send a copy of our contract to our customer prior to contract going into effect, in an attempt to avoid this type of confusion.Thank You For Your Time. AHG Home Warranty.

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]

AHG operates per the terms of a contract, the customer receives an e-contract to review, sign and return prior to the start of the policy.Summary of events 12/14 initial claim set up, service fee collected (per sec. 8.3). owners PM Lisa Lewis N[redacted] listed as contact. Claim assigned to contractor...

and dispatched. contractor calls PM sets up a mutually convent service call. contractor advised Property is vacant.12/16 Tech arrives on site to find the tank is removed and setting in the middle of the garage, (see section 2.3) unit must be properly installed at time of service.12/22 tech out on rescheduled service call finds the tank his installed Damaged and leaking. information called in to AHG with cost to replace. 12/27 after review of the claim including the damage to the tank and the unit not properly installed on the premises (section 2.3) on the initial call, the PM is advised the claim is not going to be covered.  Thank you for the opportunity to respond to this valued customers inquiry. We at AHG adhere to and honor the contract that we enter into with our customers, and cover repairs as long as the terms and requirements are followed.See Attached Signed contract to reference the above sections mentioned in AHG's response.Sincerely Scott [redacted]

Revdex.com Complaint ID# [redacted]Signed Contract EnclosedTo Whom it May ConcernAHG would like to thank the Revdex.com and this valued customer for the opportunity to provide policy details.At AHG our coverage is governed by a signed contract. This is done at the start and again for renewal of coverageThis...

customer had renewed for a 2nd year with AHG. 6/2/17. Original policy started 5/1/16 the cancellation for the current term was received8/21/17 The report on this particular claim from the customer is unfortunate to hear, AHG contracts with an extensive network of service providers , we strive to provide an exemplary level of service. In the prior year of coverage this customer had the opportunity to see that high level of service first hand, with service calls to his property.AHG promptly refunded the service fee that was collected when the claim was set up. When the customer decided to go a different direction. AHG charges a cancellation fee per section 6.2 of the attached contract, and deducts the days of coverage due to financial contractual liability. For that reason, we are not able to refund for the covered time.Mr. Heitzman has reported the cancellation costs correctly, AHG is not able to return those funds, he did have coverage during the 81 days this policy was in effect.We hope this information helps to clear up any misunderstanding on the cancellation fees.AHG wishes Mr. H[redacted] the best going forward.RegardsAHG Home Warranty

Please see the attachments for a copy of the signed contract and a picture of the rusted out water heater.  Please also note on the cover of the contract in very large bold font we state that we strongly recommend the elite coverage and offer 14 days to add it from the start date of the...

contract-- this valued customer declined this coverage after being advised of it 2 times. (when placing the order, and when signing the contract).Section 2.4 indicates:This contract excludes all damages or failures caused by faulty installation, improperly sized, mismatched systems or components,rust, corrosion, mineral deposits, mold, moss, fungus, moisture, electrolysis, animals, insects or pests, roots, plants or trees, structuraldefects, lightning, mud, flood, freezing or storms/extreme weather, misuse or abuse, cosmetic or surface damage, internal/externallinings, coatings or finishes, caulking, grouting, light bulbs, handles, glass or transparent plastics. All components of solar systems, backupor alternate power systems and batteries. Furthermore, missing or consumable components, extraneous, consequential or secondarydamage, loss of any kind caused as a result of failure for any item covered under this contract is not covered and will not be reimbursed.AHG is not liable for any circumstance beyond our control or expense related to loss of income, temporary housing or livingarrangements, utility bills, personal injury, property damage, food spoilage, fire or smoke damage, service delay caused by laborshortage, component procurement, “rush” services of any kind, overtime, debris removal, haul away or disposal fees of covereditems/components unless otherwise indicated.I also want to point out the initials next to section 2 that outline the general terms.I would also like to point out that this customer had a 5 month gap in coverage and now is asking for coverage they did not purchase.  Then when coverage did not apply to their unique situation, they demand replacement and are asking for the upgrade for free... To conclude-- The customer was advised verbally and in writing of the coverage that would have covered this claim.  The declined the coverage.  This customer signed a contract and initialed the section that specifically calls out the rust exclusion.  At no point did AHG ever agree to cover a claim when coverage was not purchased... again, as documented in a signed contract.  After several phone calls yesterday-- AHG applied $100 towards the repair and the installing contractor also gave a very large discount.  This customer has saved hundreds of dollars... even when they declined coverage.  AHG will not be processing the claim because this customer declined the coverage and we will not be giving a $125.00 upgrade for free.AHG has upheld all facets of the contract and we have done exactly what we agreed to do in a signed contract.  There is zero reason this complaint should go on AHG's record. Thank-you in advance for upholding the Revdex.com complaint standards and dismissing this complaint.

Thank-you for the opportunity to explain that a Service Fee is required for ALL home warranty companies to process any claim.  This valued customer has accepted a check (see attached cleared check) for their 17+ year old appliance that was about 7 years past it useful life.  AHG applied...

section 20.6 (see the attached signed contract). that states how value is assigned and what AHG will do (based on the contract this customer selected) when we encounter appliances that are past useful life/not worth repairing.   I am confident we all understand that Auto insurance does not apply New Car values to cars with 200K + miles... the same applies here.AHG has paid the customer and settled the claim, and we have issued a $5.00 credit as the customer has requested/the signed contract states.  Because the claim has settled and AHG paid out per the contract terms we will not be issuing any refund for a service fee that is required to process the claim (as stated in section 19.3 of the contract).If this customer or the Revdex.com can show where AHG did not follow exactly what we said we would do in the contract, please let us know and we will correct the issue at once.

When the technician arrived, the water heater was already completely drained and there was no water in the tank.   I do not know how the technician could determine that the leak was caused by rust and corrosion.   Next day, I talked to the tenant, and he showed me the exact spot that was leaking before.  It was from a bolt hole which there was no sign of corrosion and rust.  So I realized that a wrong conclusion was made by AHG.  I took a picture, sent it to AHG, and asked AHG to cover the repair cost because the leak was from this particular bolt hole, not from rust and corrosion.  My request was denied by AHG.AHG failed to fulfill the warranty agreements to not cover the needed repair.

Dear Sir / Madam: AHG Home Warranty is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.Revdex.com Complaint ID # [redacted]AHG has reviewed the refund calculation as promised, per my conversation with [redacted] 10/17/17,...

the original calculation was reviewed. with the following resolution.The policy refund amount is $759.00 the check will be mailed to the customer this week.Refund amount is based on the days of use, the calculation is per the contract terms.Per correspondence with [redacted], the refund amount is to his satisfaction.AHG would like to thank the Revdex.com and the [redacted] family for the opportunity to provide a resolution,Regards,AHG Home Warranty

Revdex.com Id # [redacted]As both the Revdex.com and Mr. Vi[redacted] know AHG operates per the terms of a signed contract.System: Gas Furnace with Straight A/C the 2 parts run independently.Mr. V[redacted] set up a claim for the heating system 2/28/17 that claim was ran by an AHG contractor, the tech was out the 1st week of...

march, found a high limit switch for the heater had failed and needed to be replaced, the tech did not have the part with him and would need to make a return trip to complete the heating system repair.Messages were left to schedule completion. Mr. V[redacted] called and left a message on Sun 4/9 with our after hours service, asking about completing the heating claim, his policy expired the following day. For reasons unknown (possibly due to availability) the completion appointment was ran 4/11/17, at that point the technician installed the part, tested the heater it functioned properly, job was complete, Bret signed the invoice. The tech was on site to make a specific repair, during a warranty call, they are not looking for additional work, and do Not test components that are not included on the work order, without having an additional claim established with an additional service fee paid by the customer.On 4/19/17 the customer called for a recall on the heater, he had an outside vendor doing a check on his A/C system, the technician found some issues with the with the A/C , Mr. V[redacted] wanted to set up a heater recall, he was reminded by AHG that his policy was expired, and that the A/C was a separate part of the system since the issue was with a different part he would be responsible for the cost, he would not agree, no recall was set up. AHG would not be able to open a new A/C claim on an expired policy. Several messages were left by AHG staff for Mr. V[redacted] to offer a renewal, the calls were not returned, until after the expiration and an additional issue was foundThank You for your time and consideration.

AHG did not request photos for the water heater.

Thank-you for giving AHG the opportunity to review the service history for [redacted]. Please see the attachments for the factual summary of events and a related invoice of completed work.AHG and ALL of our service providers want to provide excellent service to our customers and we all...

stand behind the work/service provided.  Sincerely, AHG Home Warranty

I called in and I waited for more than  2 days and I was told by the license technician who was doing some works at the house at  time that, AHG has not send someone  at the side to  see what was going water  heater. According to the technician that I hired at that time to some repair in my house, the best action a that time to prevent water damage all over the garage was to cape on of the water heater pipe. Capping the water heater has nothing to with a functioning of the unit in general. Personally, I believe that AHG is running away of it responsibilities.

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]

Revdex.com:
I...

have reviewed the response made by the business in reference to complaint ID[redacted], 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,
[redacted]

This valued customer's contract will be cancelled per their request/contract terms.  This is not a complicated process and I am shocked that I am responding to the Revdex.com about this.Please be advised that yesterday was a postal holiday-- and there was no mail delivery.

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.

Revdex.com: 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.””Prior to me filling a Revdex.com complaint, I had been trying to reach [redacted] for two weeks straight. The last time I actually spoke to [redacted] about my reimbursement, she told me she would call me back in a couple of days. A week went by, and I heard nothing. Every time I called the office, she was either sick, at lunch, or on just not there. EVERYTIME I called, I left her a voicemail message asking her to please call me back and I left her my phone number every time, just in case she lost it.  After not getting any help or information, I went to the Revdex.com for help. And SURPRISINGLY, [redacted] called me back immediately, the next morning. Why do I have to file a claim with the Revdex.com to get a simple return phone call? After realizing that she wasn’t doing the simple things, like returning a phone call, I explained to her that the Revdex.com was handling it and I didn’t need to speak with her anymore. And I did not “hang up” on her. She said “OK” and that was the end of the conversation.  It was NEVER about the money. ALL of the above issues are what lead to me filing a complaint with the Revdex.com. The $290 was an afterthought. I just wanted to be treated like an actual “valued customer”. The response letter proves to me that AHG is all about the money and not customer service. I would like to respond to these claims: “As, all parties know-- AHG has operators available24/7/365-- (all day every day we are here to help customers!)” CORRECT! Someone at AHG will pick up the phone 24/7. If the person who wrote the response letter, took the time to actually call me (#########), I would explain that the last time (and first time) I had an after hours issue (water heater went out) and I called AHG I was told that it is impossible to get a plumber out there on a Sunday (keep in mind, they attempted to contact ZERO contractors), and that I would have to wait until Monday or later. So, I hung up the phone, called the first plumber in my area on [redacted], and they were at my house fixing the problem within hours. I sent my invoice (and only my invoice) to [redacted] ( the previous Service & Claims manager, who I understand no longer works there) and within a few weeks I had  my money back. [redacted] made the process simple and easy, like it should be and AHG is worse off without him. “Per the contract AHG does not reimburse for claims we are not notified of in advance.” Apparently, they do. I guess it just depends on who the manager is at the time. As, you can read from my first experience with getting a reimbursement, you can understand why there might be some confusion from all parties involved.  “AHG still does not know that the root cause of the problem was because we were not involved and we cant seem to get the facts.” I’m not sure which part of my very detailed explanation of the event was confusing for [redacted], especially since I told her several times over the phone. But, if someone who is a little more worried about customer service or the truth, would like to call me, [redacted], I would be more than happy to go over it AGAIN. “Please understand that a home warranty is not a blank check.” The most condescending statement I’ve ever had a company say to me. It’s almost laughable that someone would say this to a paying customer. Especially over something as small as $290. I ignored the overwhelming negative reviews that I read about AHG before purchasing my warranty and I wasted $3000 on this company, only because they were the only company to have a three year warranty.  Now I am realizing how much of a mistake that was. PLEASE UNDERSTAND…..IT’S NOT ABOUT THE MONEY. Never was. I’ve had much bigger claims denied before that cost me thousands, for various reasons. Not a big deal. This difference was that each time (BEFORE [redacted]) everyone was honest with me, treated me with respect, never lost my paperwork, and did the simple things they told me they were going to….like return a phone call.  ”[redacted]THIS VALUED CUSTOMER HAS NEVER PAID THE SERVICE FEETO OPEN A CLAIM [redacted]”I was NEVER, during this 4 month process asked, BY ANYONE, to pay a service fee. I would GLADLY pay DOUBLE the service fee, just to get some help….or a phone call…Since receiving the response letter, I called AHG customer service and asked them about reimbursement services fees. I was told that you can pay the $60 upfront OR you can have it deducted from your reimbursement. I was given NEITHER option. I repeat, if they were waiting on me to pay a fee, I would GLADLY do so. All they have to do is have someone who is NOT [redacted], call me ###-###-####. The only thing I care about at this point is getting the truth out there, being treated with respect, and making sure [redacted] doesn’t treat anymore customers the way she treated me. I would be REALLY happy if the person who wrote that first response letter will CALL me, ###-###-####, (I’m available every morning from 9am-12pm CST) to apologize for writing that letter and not actually talking to me (“the valued customer”) to get more information and truth about the situation. I look forward to hearing from you.  [redacted]   ###-###-####[redacted]Regards,[redacted]

The pictures provided say it all.   Coverage was declined that would of covered this unfortunate situation.

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.