American Home Guardian, Inc.

Please see the attached signed contract for all reference points below. Here is the back story-- [redacted] purchased a 32 year old condo for ~$50K and waived having a home inspection.  Per section 2.3 (see initials) all items must be in safe working order on the start date of the...

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

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.

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.

They were fast and friendly!

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.

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

I never complain about a water leak I called

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

doing but there response is incorrect and waiting for repairs.

 

I will not accept anything except but

complete resolution of the problem they created.

Regards,

One business day after this valued customer filed a service request for microwave repair a tech was at their home.  The diagnostic was that the control board had failed.  After an exhausting effort to locate the part it was determined that because the microwave was 5+ years past it's...

useful life the manufacture was no longer making parts for the outdated unit.Because parts are no longer available -- AHG presented 4 options per the contract that included cash based on the depreciated value, and gift cards to [redacted], [redacted] and [redacted].  This valued customer selected the [redacted] E-card that the funds were dispersed the sale day the customer decided what they wanted to do.AHG has serviced and issued settlement within terms of the contract (please see section 2.1 that describes useful life/and values). If you have an "14+ year old car" and you get into an accident, nobody expects the auto insurance company to pay you the value of a new car... the same concept applies to appliance warranties.AHG has been very diligent in offering this customer goodwill.  Because of this valued customers military service AHG gives this customer a discount on the service fee.  We even took our customer service one step further and gave them a free month of service.  At time of claim settlement we provided 4 options and let the customer decide how to proceed... I am not sure what more we could have done to make this person happy.Clearly, this goes into the category of no good deed goes unpunished.AHG would like to extend again the offer of a free warranty consultation to help this valued customer understand the coverage.  In the mean time, we ask that this valued customer please read the contract documents that were provided Friday, May 16, 2014 12:47 PM

AHG claims a 24/7 phone line to request service. We have been trying to contact them over the last 15 hours, over the weekend. The line answers with recorded messages, gives you the count of calls before you, generally gets down to one, and then no answer. After an hour on hold, the call is disconnected. This has happened each time we called, 5 times. What good is a warranty service where you can not even report a problem?

This valued customer did inquire about cancellation in February 2013.  At that time AHG very diligently/timely communicated with this customer -- The reason we were so detailed in the communication is because Mr [redacted] selected a monthly payment policy that has a minimum term requirement...

of 1 year (365 days).  Mr. [redacted] was advised that if he chooses to cancel before the minimum term is fulfilled, that there is a cancellation fee that is required to be paid.  This is industry standard for all home warranties.    The conversation ended with Mr [redacted] indicating he would get back to us... he never did.March 21, 2013 at 7:00am (A MONTH LATTER)-- Mr [redacted] filed an online service request.  This was a clear indication to AHG that he did not want to cancel the contract-- However, we did reach out to him again and requested clarification of his intentions.  We informed him once again that we needed clear direction from him of how to proceed.    We took this one step further as send him an email on March 21, 2013 at 12:18pm hat had a copy of the cancellation policy and terms.  Again, he was notified of the cancellation fee and he was to respond with how to proceed... Again, he never did respond.Now, more than a year latter -- Mr. [redacted] is wanting to cancel again.  AHG will accept this Revdex.com complaint as desire to cancel in written form as required per the contract.  To demonstrate goodwill, AHG has waived the cancellation fee and refunded the last monthly payment.  Mr [redacted] will not be charged anymore and this contract has been terminated per his request.In this valued customers complaint -- He indicates that AHG "denied"  claims-- It is noteworthy that AHG NEVER "denies" claims for items we cover.  What Mr. [redacted] is referring to is an inquiry to service items that are outside the home and/or not listed in the contract as covered items.

Great service by Andrew and the whole team. I really appreciated the team effort and the time they have given to give me the best possible service they can give. I definitely appreciate.

This valued customer had a broken garage door spring on a wall mounted garage door opener.  When they called for service, AHG dispatched the call at once.  Before noon on the next business day we had a tech at the home.  Diagnostic was completed coverage was reviewed and it turns out...

they declined the 5 star upgrade 4 times that would have provided spring coverage.  below is a copy of the contract text that has been provided to this customer 3 times (when they purchased a contract in 2012, again when they renewed in 2013 and also when the call was dispatched last Saturday):

14. Garage Door Opener: (†)(††)

14.1 COVERED ITEMS: Repair of up to two residential grade ceiling mounted Garage Door Openers including: motors, gears, control boards, drive screw, chain or cable,push arm and carriage, bearings, switches, all sensors.

14.2 NOT COVERED ITEMS: Any repair issues originating from faulty installation; Garage doors, door track, remote transmitters or receivers, light bulbs, handles, glass or plastics covers; Batteries; Adjusting or setting safety interlocks or door travel settings; All damage or loss associated with failure of a garage door opener. Haul away or disposal of any garage door component.

14.3 Five Star Upgrade Covers: Door hinges, door springs, all wall mounted keypads, and haul away††

AHG has communicated very diligently with this valued customer and we have been forthright about coverage every step of the way.

AHG will not be offering a 100% refund because there is 46 days left on a 365 day policy-(0.12%) remaining...

For the record, the service provider did offer assistance and did provide and estimate to provide an opener that would have future coverage. . . it was declined.

AHG has upheld every facet of the contract (again, that we have provided several times).  IN addition-- we have provided 2 windows for this valued customer to modify and upgrade coverage, and all upgrades have been declined.  AHG will not pay for services when coverage was not purchased.

We consider this issue closed.

 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 available
24/7/365-- (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 FEE
TO 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]

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.

AHG was not notified about this  issue until 16 days after the issue was resolved.  (we did not agree per the contract to accept this claim).  As of today,  We still do not know the root cause of the problem.

Let me be 100% clear-- This valued customer reported broken glass prior to a service provider being requested.  This is why we documented and over communicated (verbally and in writing many, many times as we have demonstrated).  This valued customer also was advised before the...

service request was completed of all options.Per the contract, service fees are not refundable.  When our service is used we expect payment per the contract terms.  In the very, VERY rare event that something is not covered by AHG-- WE ALWAYS (WITHOUT EXCEPTION) make sure the customer receives very large discounts. This customer was given a several hundred dollar discount, and we have paid the vendor for diagnostic and other repairs.There will be no services offered for free-- (after discounts have been accepted) period.... especially when both AHG and the service provider have had to deal with very negative misrepresenting online reviews, Revdex.com, [redacted], and [redacted] complaints.  If this valued customer can please provide any section number in the contract that we have not upheld, AHG will offer further consideration and we will absolutely rectify the situation at once.  AHG will deliver exactly what we and this customer agreed to at time of purchase without question.  This clearly is going into the category of no good deed goes unpunished.  It would have been better for ALL involved if we would have refused service and not offered to help... but that is not how AHG operates-- WE ALWAYS HELP EVERY CUSTOMER... and that will never change.

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,

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]

Mr [redacted] has been advised of the coverage he as 4 times: 1 verbally when he was shopping for coverage, 2 when he placed the order, 3 we specifically provided a document with yellow highlighted bold font about his appliances and 4 when he placed his service request...

AHG did refund...

the service fee as an attempt to demonstrate good will.

After a customer declines coverage for an item 4 times... then asks for help and we provide service at a discount and then they still are not happy so we issue a refund . . . I dont know what more we can do.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find their response textbook.  I paid the full year contract up front which I believe had something to do with receiving a free month and all Military are offered a "discounted" service fee.  I can't believe $50 towards an over-the-range microwave seems to be a like product.  Considering you can't even buy a counter microwave for $50.  I understand the age of the product has something to do with it, but I feel the brand and size should have also been taken into consideration.  In addition to the fact that I called the manager twice and sent an email and never got a response back from either.  That's unacceptable customer service.  I wanted to give my business to a family owned business but seeing how customers concerns are addressed, I do not plan to renew my contract once it's up.  My prior home warranty company offered me over $200 + for a new dishwasher that was just as old as the microwave.  The thing that bothers me is AHG gave me $50 towards a new over the range microwave when you take into consideration the $54 service fee.  The fee should have been applied to me buying a new microwave, plus, the installation cost.  It's fine, word of mouth goes a long way and it's unfortunate that the company doesn't feel they can do more.  What's another couple hundred to them to make a customer happy but I guess it's all about them making money and not doing what's right.    

Regards,[redacted]

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.

When I purchased my service with a salesman I specifically asked if my Silent Drive Garage Door opener was covered. I was told that it would be. I got a copy of my policy and it does not state that "wall mounted" units are not covered; infact their coverage is very vague. When I am told that my kind of opener is covered by their sales person why would I think it wouldn't be. I guess trusting people was my mistake. I know the springs were not covered, that was never my issue with the service, my issue was that my entire door was not covered!

I my husband and I tried calling the owner, [redacted], from the day the service tech came out and throughout the week. Every time we called he was out of the office, not available or would call me right back. Each time I got more frustrated that this business owner would not speak to an upset customer. He had no desire to come to a resolution about this. When I did finally get him on the phone he was very rude and didn't care about my situation. At this point I only was asking for my $55 service call fee to be refunded but that was not an option to him. I proceeded to tell him that he would be loosing us as a customer. He then hung up on me! That is no way to run a business.

[redacted] had a chance to salvage this customer relationship with a $55 refund which I asked for two times during our conversation and both times he refused. He stated that ALL companies will change a service call no matter what; which I informed him was inaccurate. [redacted] came to my home and evaluated it for FREE. I then had them come and repair it as they were the best price I received and they are the manufacturer. At this point we will not be happy unless we get our $55 back for the service call that I would have never requested if I had known they wouldn't cover my door, why would I request service on something if I had known it wasn't covered? [redacted] could not answer that question either.

To correct a few points in his email below:

1. I called on Friday but their office was already closed, placed the claim online Friday night. Saturday a lady called and left a message for me to call back to file the full claim and I tried over the course of the day and EVERY TIME got a busy signal. On Monday I called again and finally got thru to someone.

2.They told me the tech would have my work order and to call the name and number given. Called and I think I woke up the guy, I could barely hear him. He didn't have my work order but called back a couple hours later to say he would be there in a few hours.

3.Asked the tech to call my husband when he was on his way, he called me instead, I was not the one meeting him.

4. Tech showed up and took one look at the door and said we weren't covered and there was nothing he could do to fix it. Due to this being a wall mounted door. First time we had heard that term let alone didn't know that kind of door wasn't covered. Said he couldn't repair it anyway and offered to replace the entire unit for $500 to a ceiling mounted unit.

5.My husband called the company and talked to Isreal, then requested to speak to the owner and we were told he was not available.

6.I proceeded to call three more times during the week and on Thursday I finally told Isreal I was not hanging up until I spoke to [redacted].

That is when the above conversation took place.

I don't believe this company has any desire to provide any additional customer service to us and they haven't wanted to help from the beginning. Being hung up on by the owner [redacted] was my realization of this.

Regards,