American Home Guardian, Inc.

Thank you for clarifying the dishwasher’s age. As stated in my unanswered emails, we were unsure of how old it was. We respectfully decline this resolution because as of today, I have yet to receive the gift card. I have used the search feature in my email with every combination of “American Home Guardian”, “AHG”, my service request #, and my AHG contract #. The proposed resolution implies that the gift card was already sent out:   “We followed the customers wises [sic] and issued the gift card they selected and the card was issued to this valued customer on the day the [sic] agreed to the settlement.” If there’s proof of it being sent/received, please provide it. The 2nd reason for declining this proposed resolution is because this reply to Revdex.com only addressed a missing gift card.  There has still been no acknowledgement of my continued attempts of written communication. Please see attached email chain. [FOR PRIVACY REASONS I HAVE INSERTED ASTERISKS(*) IN EMAIL ADDRESSES] I only got this far by contacting the Revdex.com. I submitted a complaint and got the dishwasher age. However, as much as I appreciate confirming the age, I did not get an answer about if there is an appeal process. I think by this response in Revdex.com, I can infer there isnt. The 3rd reason we are declining this resolution is that I paid $60 for a pool pump service request that hasn’t been addressed. I can’t provide a service request # because I never received it.    I’m not typically a complainer.  But in this instance, I really dont feel I’m being an overly difficult. But, I feel that this resolution implies that I, as a customer, should accept Section 2.6  of the contract , not ask questions, not expect replies to any questions that are asked, and not expect any consideration for the lack of communication as deserving of more than a quoted section from the contract. As a customer, I have higher expectations from the businesses I deal with so I cannot accept this as the sole resolution.

AHG is very willing and happy to review the coverage with this valued customer again.  Per the contract the customer elected to purchase the HVAC coverage is $1,200 for all HVAC systems that are older than 18 years old.  All costs for diagnostic, arrival, estimating, are subtracted from...

the limit because they are applied to the job.  No contractor works for free and they are required to be paid.  When a customer elects to "cash out" and change vendors, we will not/cannot abandon/not pay the contractor that was willing to provide service to them at the AHG agreed pricing (typical discount is 20 to 30%).Full allocation based on the signed contract has been provided.  Please note: in the signed contract it states that the customer has reviewed and understands the coverage right above the signature.  AHG also states that the customer has 2 weeks to change the contract if they would like.  AHG does have additional HVAC coverage that this customer declined (please see the enhanced HVAC upgrade).If this customer or the Revdex.com can find aspect of the agreement between the Customer or AHG that we have not upheld, please let us know and the issue will be resolved at once. Always a pleasure to be of service!

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.

AHG has requested pictures and we are more than happy to review all claims.  This customer declined the rust and corrosion coverage, and we sent the vendor that was requested.

AHG is happy to provide clarification of the settlement of this claim to the Revdex.com, as we have done with the customer.  Please see the attached copy of the signed contract that outlines all of the contract terms that were agreed to at time of purchase.Please see section 2.6 where is states that...

AHG reserves the right to issue cash buyouts based on the age of the item (industry standard for all insurance/home warranties).  In this case, AHG took extra precaution and called the manufacture:  GE customer service at ###-###-#### ( Rep. Curtis) confirmed the dishwasher has the manufactured date of 9/26/1994 (the dishwasher is over 22 years old-- double the "normal" life expectancy.    AHG basis all cash buyouts based on the cost for us to replace items with a maximum of 50% deprecation<-- this way there is always value for our custoemrs.  This customer was offered 3 options that included gift cards to 3 stores and cash.  We followed the customers wises and issued the gift card they selected and the card was issued to this valued customer on the day the agreed to the settlement.If this customer or the Revdex.com can find any section of the contract that AHG did not uphold, please let us know and the issue will be corrected at once.

Respectfully-- This valued customer was advised of the rust an corrosion on 3/11/14 (over 2 years ago) and they were also given an estimate to complete the repair back then-- it was declined.  Now, 2 years later, they were advised of the same thing by a different vendor.

here is the receipt for the purchase of the gift card that was issued. Total Cards: 1 Your Order: $120.00 USD Order Number: [redacted]This purchase was made with the following credit card: MASTERCARD XXXX-XXXX-XXXX-XXXX The charge will appear on your statement as: HOMEDEPOT CSTAR GFTCRDCard Quantity: 1eGift Card Amount:   $120.00 USD

As this valued customer (a real estate agent) and the Revdex.com knows, AHG operates per the terms of a signed contract (please see attached). Please note the initials next to section 2 where general contract terms are addressed.  Section 2.6 specifically address value based on age of items.  To...

try to use an example that helps people understand-- Home Warranties are similar to  "auto insurance".  Meaning that if a car is new/has low miles, the "insurance" pays more for a claim.  In this case-- the appliances listed in the complaint are beyond useful life expectancy (as determined by 3rd parties  [redacted]NOT AHG[redacted].  However, because AHG delivers a tremendous value to our customers we never depreciate any item past 50%  and we always give customers 3 gift card choices or cash when items are to the point of diminished value.  Most of our customers view this as a positive thing. As this valued customer also knows, each time service is requested there is a service fee due (every Home Warranty Company has this requirement).  We agree that it is very unfortunate that they had 2 unrelated repairs on their HVAC system 15 days apart (control board and gas valve).  To use the car example again-- This would be like getting a flat tire, and then shortly after needing a new battery.... they are not related.  and per section 8 of the signed contract a service fee is due. As always-- If this valued customer that is trained and educated in the real estate industry can show where AHG has not upheld any facet of the contract, we guarantee we will rectify the issue at once!  We will continue to stand at the ready whenever our services are needed and we will always preform service in a positive and professional manner per the agreed terms of the contract.

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.
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,
[redacted]

AHG is always happy to work with all customers when they are in the process of selling their home or buying a new one.  Our contract is very clear that customers can cancel at anytime... However, we do require the cancellation notice to be provide in writing (this is industry standard), because...

the contract is being altered.  As of this letter, AHG has never received a cancellation notice from this valued customer.  Our records indicate that this customer has filed 12 claims.  AHG has honored all aspects of the contract and we have provided excellent service to this customer.  The only thing we are asking is for the valued customer to simply pay the amount due for the service they have received.... and nothing more.

AHG is a scam they charge a fee for warranty services, but when a unit breaks and needs replacement, they use technicalities to tell you that all they can do is offer you a ridiculous small buy out rather then replace the unit for you, they are stealing peoples money and not providing the services they have promised. What good is a warranty if they will not fix a unit or replace the unit when something happens. They will not fix our dishwasher and will not replace it either they have offered us $120 for us to go out and purchase a dishwasher, at this point we don’t even understand what good this warrant does. On 5/24 a service request was made for the dishwasher not working. The dishwasher would turn off and would have to be unplugged and plugged back in for it to work. AHG requested the brand of the dishwasher which was provided on 5/24. On 6/5 I again had to reach out to AHG to find out what vendor was supposed to be servicing the dishwasher. The response was a vendor was in line but the brand was still needed. I pointed out that the brand was provided on 5/24 when requested. An appointment was made for 6/8. The technician claimed they could not duplicate the problem. On 6/26 I reached out to AHG again because the problem had not been resolved. The only response I received was the technician could not duplicate. On 7/5 I again requested that someone be sent out to resolve the problem with no response. On 8/5 I contacted AHG again to let them know that no one was ever dispatched to fix the dishwasher and now the dishwasher was completely inoperable and requested to have someone service the dishwasher. I was told the dishwasher was too old and they would not be fixing or replacing the dishwasher but would offer us a $120 payout ( they already has us pay them $65 for the first technician to come out) So the net offering was $55. This payout does not come close to covering the cost of a replacement dishwasher. Nowhere in the contract does it state an age limit of an appliance to be eligible for repair or replacement. I have requested numerous times for an explanation of calculation for the amount of $120 without any response from AHG. Using their excuse they will avoid replacing any units that have failed by simply saying the age is too old and offering a minimal payout. They should have either fixed the unit or replaced it which is what the purpose of the warranty was.

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.

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.

This is one of the most unprofessonial companies I have ever had to deal with. On June 23rd my AC went out so I call my AHG to get a repair man out to fix my AC. I set up an appointment for the next day at 9am. Service repair man does not show up so I call AHG back to see if we can get another company out asap. AHG say that they will make some phone calls and get back to me with the new service and the name of the company. So needless to say I never heard back from AHG with a new time and company. I spoke with many different people and mangers and they told me that they the would get back with a new time to get our AC repaired. Not one person from AHG called me back about rescheduling and new time now it Friday. I ended up getting my own repair man out to fix my AC. AHG is making me jump thorough hoops to get my money back. Please read this review before signing up. DO NOT USE AHG!

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 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.

Business was paid an additional $65 to install a  new  fan we purchased. They then proceeded to demand return of the previous fan covered under our warranty. Basically they took a fan that was rightfully ours.

Regards,

Better Business...

Bureau:

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.

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!

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!

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 consider this complaint resolved and thank AHG for their quick and educational response.  If AHG would have done a better job speaking with me on the phone the multiple times I called, and returned calls to me, I would not have been inclined to file this complaint.  Further, AHG, please understand that we are elderly and do not always understand exactly what the terms mean.  In our eyes, the work was done, we called and received what we perceived as approval for the charge, paid it, and expected reimbursement. How are we to know that the repairman was dishonest in their work and overcharged?  We don't know what the parts are, how much they cost, nor how much time is expected to install them.  We had hoped to have a partner in preventing this with AHG.  Finally, I don't know how AHG considers Fischer rural, as we are 22 miles from the very large city of New Braunfels and 17 miles from the large city of San Marcos. Both these cities have numerous electrical, heating, AC, plumbing, and other repair businesses. 

Regards,