American Home Guardian, Inc.

AHG follows a contract and we are very forthright about it because it is what our service and business is based on.  If this valued customer can show anywhere in the contract that AHG has not followed the contract I will fix it at once.

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

AHG has reviewed this complaint with the valued customer and the contractors involved.The conclusion is that AHG is expecting this complaint to be withdrawn by the customer because it is not accurate.  the demand for a refund of over $3,000.00  was for work AHG was not...

involved.  This was for correct welding, remove cages and filing mfg warranty claims.  AGAIN-- AHG did not even know about this work until we received this complaint.Furthermore-- On the first dispatch this customer was advised to faulty installation issues and coverage was declined that would of covered this. Our service team has offered assistance-- and we will proceed, but again AHG is expecting this complaint to be withdrawn

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]  The companies website does not allow the customer to save copies of the email submission therefore it is my word against them.  I can assure you that I will do everything in my power to ensure my displeasure with this company is well known to all future homeowners in not only the metro Austin Texas area as well as the Fort Hood area.  Since Fort Hood is the largest military installation in the world with soldiers moving into the area every day of the year I will ensure I warn them to stay away from this company.

Regards,

I have had AHG for several years and every time I need their service they are very nice and the techs are very good! Thank you for all you have done for me!

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

Regards,

Andrew was informative and showed expertise to his unit diagnosis and fix of the situation. He was friendly and would recommend him. TY

Very knowledgeable. Friendly and on time. Work completed and working great.

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

Wonderful! So helpful! On time and went out of his way to be helpful.

this valued customer did not pay for 1.5 hrs labor

Great service from Andrew once again!

The AC went out out in our house in Fallas on a Friday. I called it in on Saturday morning but they do NOT have weekend service so nothing happens until Monday morning. Their contracted service company is very rude and unfriendly, the compressor didn't get replaced until the following Friday plus I had to pay $ 540 out of pocket.

Carlos found a way to work the pipe issue I had and fixed the problem. He did a fantastic job and is a great representative for your company. Thank you.

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.

This issue is not similar to tire/battery example, it's the same tire and has nothing to do with a battery in your example.  The problem was the heating system was not turning on as it should.  I called for repair and paid the $60 service fee. Their repair company came out and repaired the furnace with a new circuit board, which did not cure the problem.  The next day I called the repair company and they came out and discovered that it was another issue that was causing the furnace not to turn on and they had the part on the truck and repaired it again.  I was out of town for 7 days following that last repair and when I returned home the furnace was having the same issue. This was less than two weeks after the repairs were started.  This issue is not a different issue, but the same issue.  IT WONT TURN ON and is covered under the initial $60 copay per section 8.  Just because the repair company can't figure out what is wrong shouldn't cost me additional copays.  If I was having an issue with the air conditioner (ie:battery) it would be another copay, but it's not.  It's the same issue (tire).  It wont turn on, so how is this a different repair?

To Whom It May Concern;

Right to the point--  Each and EVERY time a valued customer calls and requests service and a technician is dispatched a service fee is due.  The service fee is not refundable.  I find it "strange" that someone would find it in their soul to say...

"I was charged for nothing"... when a tech arrived at the home, diagnosed the problem, and offered repairs.  This is not "nothing".

If this valued customer wishes to cancel their contract they can do so at any time.  The procedure is outlined in section 7 of the contract.  To summarize, this valued customer must submit in writing a cancellation request.  Please mail it to: AHG Cancellations, [redacted].

I hope this valued customer has a very nice day!

Very easy company to work with. Employees are very friendly. Claim submittals are quick as can be expected and payments for claims are turned around quickly. Great company!

Juan was quick and efficient. He also showed me what to do for future prevention. Much appreciated!

American Home Guardian is always happy to help customers per the terms of the cotnract and this will prove to be no exception.  In the end, this valued customer has my firm commitment that we will do exactly what our contract says. Here are the actual facts:1.  Fischer is...

an unincorporated community in Comal County, Texas, United States. The population was 688 at the 2010 census.  It is located 3 hours west from Fort Worth/Dallas and over an hour from either Austin or San Antonio.  Without question this qualifies as a rural area.2.  When this valued customer placed their order for a home warranty contract online, the contract documents were 100% clearly labeled on the face of all documents that the home was located in a rural area and reimbursement for services would be required per section 5 of the contract as follows:5.6 In the event the Contract Holder contracts a licensed, bonded and insured service provider of their choice, AHG will reimburse the Contract Holder a maximum of $50.00 per hour for labor and reasonable mark-up (not to exceed 50%) for all parts. AHG does not reimburse for diagnostic, travel, arrival, or service fees. Covered item limits apply and all repairs over $250.00 require additional approval. 5.7 To request reimbursement when an Authorization Number has been issued, the Contract Holder must mail alegible copy of the invoice to: AHG REIMBURSEMENTS, [redacted], #[redacted], [redacted], Arizona 85210 within 30 days of service being completed. The invoice must contain the Company’s name, address, phone number, fax number, license number and bond number (if applicable), arrival and departure time of the contractor, Description of repair summary and cause of failure, manufacturer and brand name of the item being repaired, and part numbers for all components installed, as well as the signature of the Contract Holder that indicates the repair is complete.5.8 AHG will issue reimbursement payments within 30 days of receiving an invoice that contains all the information listed in 5.7. 5.9 AHG does not guarantee any work that is provided by contractors outside of our service network. If a recall is required within 60 days, it is the Contract Holder’s obligation to contact the contractor directly to warranty their work.3.  This customer had a very minor repair -- (7.5 Run cap) cost of this part is $9.28 with 35% mark-up applied.  Based on about 1,500 of the exact same repairs that AHG has processed this year, the average installation time of a run cap is 10 min.... this = less than $10.00 for a total job cost of $19.28.  This is below the $55.00 service fee that is required to be paid before service is indicated per section 5.12 of the contract as follows:5.12 A $55.00 Service Fee is required for each item or for each dispatched service requested by any occupant of the dwelling of record. Payment is required to AHG when service request is initiated.4.  As you can see per the contract terms that the customer agreed to by clicking to accept all contract terms at time of purchases online -- The repair that is covered by AHG is less than the service fee required to process the claim.    The service fee BY THE WAY -- WAS NOT PAID.5.  because of the rural area status of this valued customers home, they were required to pay "extra" fees that are specifically called out as excluded in the contract as follows:5.6 AHG does not reimburse for diagnostic, travel, arrival, or service fees. Therefore, AHG will not be offering any payment for excluded items.6.  This valued customer also neglected to mention that as part of the service they received/approved included maintenance activity on a condensation drain line that is in the homeowners obligations section of the contract.  Please see section 3 as follows:3. Contract Holder Obligations:3.1 It is the Contract Holder’s obligation to review and acknowledge all terms and conditions of this contract before utilizing the contract or requesting service. Please call ###-###-#### if you have questions. 3.2 It is the Contract Holder’s obligation to perform all manufacturer’s recommended routine or preventative maintenance activities, such as: Cleaning, filterchange-outs, lubrication, consumable component replacement, proper fluid, gas or refrigerant levels. Please contact the manufacturer or see the owner’s manual if you are unclear about these requirements.8.4 ITEMS NOT COVERED: System start-up or seasonal shut down; Filters, baseboard casings, humidifiers and dehumidifiers, deionizers; Plumbing and valves located outside the unit; Wiring below grade or encased in concrete; Fuel or gas of any kind; Lubricant storage tanks, grills, timers, drip pans, condensate line blockage removal, all distribution ductwork, pads; Dampers, electronic zone control systems; Roof jacks or stands; Programming thermostats; Batteries; Heating or cooling units exceeding 5 tons; Improperly sized or mismatched heating or cooling systems; External pumps of any kind, water towers, holding tanks or pre-chillers; Labor, equipment rental and insurance rider costs required to provide service or access to units located above 2 stories or 30 feet above finished grade; Cosmetic or surface damages, light bulbs, handles, glass or transparent  plastics; Clogged or dirty coils; All maintenance or cleaning;2 NOTE WORTHY ITEMS – 1.     This customer has used our services 3 times and they –by their actions—have demonstrated they know and understand the policy and procedures.2.       AHG does not approve any costs until we see the invoice documenting all of the work that was done, then we apply coverage based on the contract terms.  Our staff did acknowledge that this valued customer did call indicating the job was over $250—But we were not advised that the majority of the cost was with travel and plumbing outside of the unit (excluded from coverage). To conclude-- AHG has followed the contract terms that the customer agreed to at time of purchase and accepted by clicking to accept at time of purchase online.  This valued customer is asking AHG to pay for items that are not in our scope.  Without question, the contract terms apply.  I need to be 100% with the Revdex.com-- AHG never agreed to pay the travel time, or the  maintenance.  This is documented in a contract as provided above.  Without question this customer is in a rural area-- and we happy to offer some financial assistance to all customers within the terms of the contract.  THIS CANNOT GO ON AHG RECORD BECAUSE PER THE Revdex.com RULES OF COMPLAINT AHG NEVER AGREED TO PAY OR COVER THE ITEMS THIS CUSTOMER IS ASKING US TO PAY...