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American Home Guardian, Inc.

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Reviews American Home Guardian, Inc.

American Home Guardian, Inc. Reviews (217)

First -- AHG has been willing to assist this valued customer and our staff and our service network has jumped every time we have been called to action... despite the way/manner this valued customer behaves towards every person that tries to help her.Second-  Per the Revdex.com's...

own reporting rules as provided to me in writhing Friday, January 16, 2015 3:49 PM This complaint cannot go against AHG's record because we never agreed to pay the amount this valued customer is demanding.  The following is the specific sections of the contract that apply:2.3 To be eligible for coverage “covered items” must be in place, installed correctly, and be in safe, good working order on the start date of this contract.  Normal usage as intended or described by the manufacturer is required.  Any items listed as damaged or in need of service/repair by a Home Inspector during the home purchase process are not covered until Contract Holder provides documentation the items have been repaired or serviced.  Any attempt to repair damaged items during the contract term before contacting AHG or discovery of any discrepancy above will result in the item being excluded from coverage or cancellation of the contract by AHG.  This supersedes all upgrades/options because AHG does not evaluate covered items prior to start date of contract.[redacted] I provided the section of the contract above because (as stated), this valued customer advised/reported to us thant a plumbing issue existed beforethe contract started.  Per the contract, this had to be investigated before action was taken... and it was.  However, in the mean time we were assisting this customer with service and repair alternatives (PER THE CONTRACT).This is what AHG agreed to:2.1 It is understood by tendering and acceptance of payment that this service contract represents the complete agreement between American Home Guardian, Inc., referred to herein as “AHG”, an Arizona based company located at 1[redacted] #[redacted] Mesa, Arizona 85210 and the person(s) owning the property as indicated on the Order Confirmation Letter (OCL), referred to herein as the “Contract Holder”. This service contract supersedes all prior proposals or understandings.  Refer to contract selection on the  OCL when assessing covered items and fees.3. Contract Holder Obligations:The Contract Holder must review and acknowledge all terms and conditions of this contract before utilizing the contract or requesting service. At the first indication service may be required; it is the Contract Holder’s obligation to contact AHG as described in section 8.1.  When requesting service, it is the Contract Holder’s obligation to select the trade type of the contractor.  In the event the wrong trade type is requested, the Contract Holder is required to pay a second service fee todispatch a second contractor. In addition, the Contract Holder is obligated to perform all manufacturer recommended preventative maintenance or necessarycleaning activities for coverage to apply. If the Contract Holder is notified of a need for maintenance, 10-days will be granted to complete the required service. If the maintenance is not completed as described, the item will be excluded from coverage for the remaining term of the contact. The Elite Coverage upgrade does not negate the maintenance requirement after being notified.  It is also the Contract Holder’s obligation to pay any deductible or processing fee to seek reimbursement or service in accordance with any prior service providers’ warranty, the Contract Holder’s Homeowners Insurance or existing manufacturer warranties before this contract can be utilized.8. Filing a Claim or Requesting Service:8.1 Contract Holders can go to: www.AmericanHomeGuardian.com or call AHG’s toll free service number: [redacted] to file service requests.  AHG reserves the exclusive right to arrange for a service provider to contact the Contract Holder to schedule a mutually acceptable repair appointment within four-business hours from the time a service request is reported.  Business hours are 7:00 am to 5:00 pm Monday through Friday, Arizona Standard Time.  Service requests received on Saturdays, Sundays, holidays or if the dwelling of record is in a rural area, a 48-hour waiting period will be allowed for a service representative tocontact the Contract Holder to schedule the repair. In the event the Contract Holder is not contacted within the time frame indicated above, a $5.00 credit (no cash value) will be issued that can be applied toward future service calls.  Even though methods are in place for AHG to receive service requests 24-hours/day, every day-- we do not guarantee we can provide same/next-day, weekend, holiday, or after business hours repair service.  AHG will make allreasonable efforts to expedite service requests.  In the event AHG’s service providers cannot accommodate the Contract Holder, an Authorization Number will be issued.  The Contract Holder will be allowed to contract a licensed, bonded and insured repair professional of their choice and submit for reimbursement based on the following terms: AHG will reimburse the Contract Holder a maximum of $55.00 per hour for labor and reasonable mark-up (not to exceed 50%) for all parts. AHG does not reimburse for diagnostic, travel, arrival, or contractor imposed service fees. Covered item limits apply and all repairs over $350.00 requireadditional approval.  AHG will not reimburse for any parts or services performed without advanced approval resulting in the issuance of an Authorization Number.8.2 To request reimbursement, an Authorization Number must be issued prior to service being performed. The Contract Holder will then have 30-days to mail a legible copy of the invoice to: AHG REIMBURSEMENTS. The invoice must contain: a company name,address, phone number, license number and bond number (if applicable), arrival and departure time, description of the root cause of failure and a summary ofthe repair.  The manufacturer and brand name of the item serviced, and part numbers for all components installed, as well as a signature by the Contract Holder indicating the repair is complete. AHG will issue payment within 30-days of receiving an invoice as described above.  AHG does not guarantee any work that is provided by contractors outside of our service network.8.3 A $60.00 service fee is required for each item service is requested for (including reimbursement requests).  Payment of the service fee is required to AHGwhen service request is initiated. Service fees are not refundable if a service request is not cancelled prior to contractor arriving at the home.  To be eligible for the 10% Military Service Fee discount, the discount must be requested at origination of service request and the Contract Holder must provide a Military Identification Card or DD-214 that matches the name on the OCL.10. Plumbing System: 10.1 COVERED ITEMS: $500.00 limit per-occurrence/aggregate contract limit of $1,000.00 for diagnostic and repair of any leaks or breaks in water, drain, or vent pipes.  Components included are: one garbage disposal, all toilet tanks and bowls, polybutylene plumbing, traps, risers, manifolds, diverter valves, angle stops, ball valves, gate valves, rubber or wax seals, and internal pressure regulators and hose bibs. Drain line stoppage/blockage removal is included if the plumbing system can be accessed by an existing ground level cleanout or removable p-trap and the blockage can be cleared by a 100’ cable. 10.2 NOT COVERED ITEMS: Tub or shower enclosures, pans or stalls; sinks and sink stoppers or pop-up assemblies, filters, screens, baskets or strainers or gas piping.  Toilets with built-in pressure system, any kind or component of bidets, wall mounted toilet or urinal, and all toilet lids, or seats, sewage grinders or ejector pumps and camera inspection service.   All plumbing fixtures, faucets, showerheads, sprayers, spouts or shower arms. Plumbing system maintenance or cleaning to remove excessive grease or sludge build-up.  Water softeners, purifiers, and reverse osmosis systems.This valued customer agreed to the contract terms above before service was provided.Again-- Per the Revdex.com complaint standards, AHG's contract, and ALL agreements (verbal and in writing) prior to a time of need this complaint cannot be counted against AHG because the core of this complaint is outside of what we agreed to and the terms of the agreement. AHG has operated ethically, honestly and been 100% forthright about all details every step along the way. AHG will leave the door open for this valued customer to reply if they can site (in a professional manner) where in the contract AHG has not delivered exactly what we said we would. For what it is worth-- the contractor that "tried" to help this valued customer has completed thousands upon thousands of repairs just like this one.  They are licensed, bonded and insured and they have been in business and working with AHG every day for over 1/2 of a decade.  FURTHERMORE, AHG expedited payment for this claim in an attempt to please thisvalued customer.If AHG can be of assistance in anyway -- PLEASE LET US KNOW.  We are 100% willing to help... that is what we do!

So many lies in that response I don't know where to start. I think I will start with us not having coverage for 5 Months. If you look at the attachment I have inlcuded, you will see that we signed the contract on Oct. 20, 2015. This company took our money 5 months prior but did not have us sign the contract until we started the claim. So for them to say that we had a laps in coverage is insane. If that was the case, then they under their own guidelines should not have covered the damages at all because we didn't fulfill the period of time needed before the first claim could be processed. When we tried to get this claim processed, we were told over and over that the contract was the binding agreement. We have since showed them their own contract that we have 14 days to make changes to our contract from the date signed and they will not allow us to change the coverage or cancel the contract all together. Within 14 days, I should be able to cancel my contract. So if the contract is the binding agreement, give me back my money, and close my account! They are unwilling to do that because they want to talk from both sides of their mouth. In one instance, we are not covered due to fine print ONLY located in the "elite" section of the contract and on the other side, we have had coverage for 5 months now, so we can only get a prorated cancellation fee back. This company is full of partial truths, which are in fact just lies. 
I also dispute that they have given us considerable discounts. We paid $100.00 for the initial call which the plumbing company discounted because Sonoran Home Protection would not cover the water heater even though their certified technician said it should have been covered. The plumbing company thought that Sonoran was being shady and offered to discount their services and Sonoran Home Protection paid for NOTHING!! It is sad that they stoop to these practices that even the plumbing company feels that they need to help out and reduce fees. I want to be very clear that Sonoran Home Protection gave no discounts. 
As for the contract being clear. Please read it carefully. Under the water heater section, there is no mention of rust. It is only in the fine print of the "elite" section of their contract. We used to be under their "Gold" standard which was the upgraded coverage. That gave us AC unit service and covered our pool. Months ago when we paid for renewing our contract, we thought we were getting the upgraded coverage. Since then they have changed their contract. When we made the claim, it was then that we were told we never signed the contract. At that point we saw no need to become elite and pay more because they had removed the AC service and the service for the pool. We were not aware that tucked in some section at the bottom of the contract there was a rust stipulation that gave this company reason to deny our claim. 
We spoke to the plumber about the rust. He has NEVER been told to open the front hatch for a picture of rust. Because the seal broke, water touched that front section causing an orange streak on the metal. That will ALWAYS be there. That has been verified from the plumber that Sonoran sent to our house. When he was told to take that picture, and that the claim would not be covered he asked for discounts from his own company because he knew Sonoran was not being fair.
We were  never informed about the upgrade. It's something they sneak in the very last line of the contract... basically making it so they can deny any claim because of course the appliances will have some signs of use on them. It should state right in the body of the contract that there is a possibility that it won't be covered.  It's deceptive to write their policies so that the only way it is valid is if you purchase an additional upgrade. Now we know it's their loophole to deny coverage. Everyone should beware of their deceptive practices and know that the policy itself has absolutely no value... unless an additional "upgrade" is purchased.
Sonoran Home Protection can pretend all they want to be on the up-and-up but they are as shady as they come. I was a believer and have sent many people over to them to get home warranties. It is sad that this company chooses to do business like this. We have been customers for a long time and felt that we had a great relationship with this company. But we were wrong. They are cheats and the general population needs to know about their scam like procedures. I would ask that this be brought to light and that the claim be upheld. Please do not let another company go unblemished for being deceptive in the way that they do business.
 
Thanks,

3/18/2014 12;26pm Ho called in to set a claim on the water heater leak pd sf with cc sent to SHS via email.-ic

Order Information

Description: Water Heater (1 unit covered 50 gal max)

Order Number: P.O. Number:

Customer...

ID: [redacted] Invoice Number: [redacted]

Billing Information Shipping Information

Phone: ###-###-####

Shipping: 0.00

Tax: 0.00

Total: USD 55.00

This valued customer called our office on March 18, 2014 at 12:25 PM.  Within 2 hrs a tech arrived at the home (the repair appointment was between 2:00-6:00).

AHG approved the replacement of the water heater per the following contract terms:

10. Water Heater: †

10.1 COVERED ITEMS: Repair of one (1) natural gas or electric water

heater, including the water tank, thermostat assembly, heating elements,

burner assembly, all valves and pipes, and electrical or gas supply to

the water heater.

10.2 NOT COVERED ITEMS: Tankless water heating systems, point of use

water heating systems, propane water heaters, steam circulating systems,

timers and all related wiring or controls; Sediment or mineral

deposits; Annual maintenance or cleaning; Solar heating systems of any

kind; All external holding or expansion tanks; Recirculating pumps and

all related plumbing or wiring; Plumbing insulation or tank blankets;

Noise or sound(s) caused by water movement, sediment, mineral deposits

or water hammer; Failures caused by rust or corrosion;

Moving debris or storage items to gain access to the water heater; Haul away or removal of a failed water heater.

10.3 Five Star Upgrade Covers: Failure related to sediment or mineral

deposits, rusted tanks, recirculating pump, Tankless water heating

systems and haul away. In the event of water heater replacement $150.00

will be applied towards correcting code violations, installation of

seismic restraints and permits if required. ††

This valued customer signed and invoice that states the item was working to his satisfaction when the tech left.

[redacted]Then 2 months later (59 days to be exact) this valued customer called and said he just started experiencing "air in the lines". 

Job Summary Comments:

5/15/2014 10:28am homeowner called in to set a recall on the water heater sent back to SHS via email.-ic

5/15/14 1:40- from shs- the owner (2nd time) the call went directly to vm- lvm for owner [redacted]- shs will have to wait for the owner

to call back-ya

5/15/14 1:43-from shs- the owner called back and confirmed an appt for thurs. 5/15/14 b. 12-4-ya [redacted]AGAIN, PLEASE NOTE SERVICE WITHIN A COUPLE OF HRS).

[redacted]see comments from tech onsite below[redacted]

5/15/14 3:11- from shs- the tech called while on site and informed me

that the issue is not w/ the water heater, the tech was not able to

duplicate the problem and the tech turned on several faucets in the

home- the tech checked the water pressure and noticed that the pressure

is too high the pressure is at 85 pfi and it should be between 40- 60

pfi- there is no pressure regulator at the home and the tech recommended

installing one (shs provided a quote) the owner declined offer and

refused to pay for the sf - SF IS DUE SINCE THIS IS NOT A RECALL-

At this point an estimate was provided to to install the key component of the pluming system that is missing (regulator):

5/15/14 @ 4:07 - AHG CONTACTED PIMA WATER SERVICE AND ASKED WHAT THE CORRECT PSI IS, BEING

THAT JUAN MEASURED IT 85, PIMA WATER SERVICES SAYS THAT THE HOUSE PSI

SHOULD NOT EXCEED 80PSI, SAM SPEED (PIMA WATER SERVICES) WILL CALL US

BACK AS HE IS GOING TO CHECK THIS HOUSES PSI ON 5/16/14 AND LET OUR

OFFICE KNOW, SO WE CAN FIND OUT IF OUR TECH IS RIGHT OR NOT? -SH

5/23/14 11*35- FROM SHS- Called the owner to follow up and collect the

sf since this was NOT A RECALL- there was no answer at 4xx-xxx-9561- i

lvm- will follow up again- placed the policy in caution to stop any

further wo's going out bc the owner owes a sf- unless proven

otherwise-ya

[redacted]PLACED CONTRACT IN CAUTION FOR REFUSING TO PAY THE SF FOR WO 04- NOT A RECALL AND REFUSING TO ADD MISSING COMPONENT (regulator/back flow) IN PLUMBING SYSTEM [redacted]

5/28/14 10*26- from shs- the owner [redacted] called and was irate from the

beginning- owner was cursing an yelling the entire conversation- he

stated that the water company informed him that the pressure in the home

is ok and that the issue is the water heater. he does not have any

documentation to prove otherwise. the owner is demanding that shs go to

the home to fix the problem- shs is stating that the problem is the

water pressure in the home- ya

To conclude-- We have confirmed that all work provided by AHG and our service team is correct-- Issues starting 2 months after a repair that are unrelated require an additional service fee.  We have confirmed the Regulator/back flow components are missing at this home and the homeowner refuses to correct the issue.  THe warranty does not provide coverage for items that are not present.  If this Value customer wants to correct the issue that they are having they must control the plumbing pressure and the direction of water flow in the home.  AHG will not dispatch any more plumbing calls until this action is taken

As far as the power consumption issue goes-- rating tables on units for many, many, many years ago do not apply to new units-- Power costs are not the same as they were 1981.

When this valued customers account is current will will be more than happy to offer further assistance.

Have a great day!

Again-- We could not duplicate the issue when our techs were dispatched 2 months after the water heater was replaced.  Upon further investigation, we advised this valued customer that key components are not present in the plumbing system.  He was given an estimate to install missing components.  The regulator and back flow device that are not present will solve the issue.  AHG does not provide coverage for items that are not present.  When this work is complete we ask that this valued customer submit paid invoices for our contract file.

Thanks

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.

[The business did not provide any resolution, I am fine with not getting refund for the ceiling fan. I also send my cancellation notice on Feb 1st. I am seriously concerned with this business. They fight with customer for $55?  They really should have a F score on Revdex.com. ]

Regards,

Better Business...

Bureau:

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,

Professional and quick..

Cannot stress what a horrible company AHG Home Guardian is. They will NOT take care of you. Even if you pay for extra coverage like I Naively did. They don't even want to take care of the service companies that they use. Over heard them not wanting to pay the extra mileage to the technician. Just WOW!!! Not taking care of their own clients is one thing but not even the appliance companies they use. Too bad they make you give them one star to leave a review. They don't deserve it. So frustrating.

Please see the attached invoice where the customer signed that he had examined the work and the unit was working after the service tech replaced the control board and run cap.  This repair is not related to the gas valve.
Thank-you for the opportunity to clarify with documentation.  If you have any more questions, or if AHG can be of service in any way, please do not hesitate to contact us.  We are always happy to assist.

Fast and professional service. Good job.

AHG submitted payment to this valued customer 15 days ago.

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

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

Andrew called to let me know he was coming, was very professional & efficient... great experience!!!

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.

As is the case will all customers -- AHG is always more than willing to provide services to customers.  Before service is preformed all work is approved by the customer and then we move forward.  This is also how this job went....  days after the repair was completed, this valued...

customer wanted a different fan (there was nothing wrong with the one that was installed-- that they had selected and approved).  AHG offered to do whatever the customer wanted... but we will not do it for free.  If the customer want to pay for fan installation we will gladly accomodate.

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

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]

Avoid this company at all costs. They are unethical and Liars. The service tech they sent to my house did not perform job properly which caused my air condtioner to burn out. AHG liad and told the Revdex.com that they had a service tech to my house with 4 hours.....it was 24 hours. The service tech then explained to me that the last tech that worked on my unit did not screm the fan back in place. Screws were just laying there. They deny all of this. I will continue to bash this company and make problems for them until I have been refund 619.00. I am a real estate agent and have made a flyer for all new home owners to avoid American Home Guardian.

Great service and friendly staff. I recommend American Home Guardian

Review: IN JULY/2014 HAD A DEFECTIVE CEILING FAN REPLACED BY [redacted]WHICH IS THE SERVICING COMPANY FOR AMERICAN HOME GUARDIAN. CHOSE THE FANFROM INTERNET PICTURES AS PROVIDED BY AMERICAN HOME GUARDIAN. IT LOOKEDIDENTICAL TO OUR PREVIOUS DEFECTIVE FAN, THUS THE REASON FOR THE CHOICE.UPON DELIVERY IT TURNED OUT DIFFERENTLY, BUT WE ACCEPTED IT ANYWAYS ANDTHUS THIS CLOSED OUT THE SERVICE ORDER. AFTER APPROXIMATELY A WEEK WECONCLUDED THE FAN WAS NOT SATISFACTORY SO WE WENT OUT AND PURCHASED A NEWFAN. WE CALLED AMERICAN HOME GUARDIAN AND ASKED THEM TO INSTALL THIS ANDWE WOULD PAY THE SERVICE CHARGE. THEY SAID THIS SERVVICE WAS OUTSIDE OFTHE CONTRACT AND THE PRICE WOULD BE $65 INSTEAD OF THE NORMAL $45. WE SAIDFINE AND THE SERVICE MAN FROM SONORAN CAME OUT ON 8/5 AND INSTALLED OUR FAN. HE WAS THEN INSTRUCTED TO TAKE BACK THE ORIGINAL FAN THEY INSTALLED UNDER OUR WARRANTY CONTRACT. WHY AND CONFUSED HE DIDN'T KNOW WHY, BUT HE DID TAKE IT.OUR COMPLAINT IS THAT THEY IMPROPERLY TOOK (STOLED) OUR FAN. WE COMPLAINED TO AMERICAN HOME GUARDIAN AND AT FIRST THERE MANAGER, [redacted], SAID THEYWOULD CREDIT US, BUT IT TURNED OUT THEY RETRACTED THAT OFFER AND SAIDTHEY COULD NOT HELP US IN ANY WAY.WE WANT TO BE REINBURSED FOR THE FAN THEY INSTALLED UNDER THE WARRANTY,AS WE PURCHASED OUR OWN FAN AND PAID THEM FOR INSTALLATION.Desired Settlement: REINBURSE US FOR THE WARANTIED FAN THAT WAS TECHNICALLY OUR PROPERTYONCE THEY CLOSED OUT THE INVOICE.

Business

Response:

As is the case will all customers -- AHG is always more than willing to provide services to customers. Before service is preformed all work is approved by the customer and then we move forward. This is also how this job went.... days after the repair was completed, this valued customer wanted a different fan (there was nothing wrong with the one that was installed-- that they had selected and approved). AHG offered to do whatever the customer wanted... but we will not do it for free. If the customer want to pay for fan installation we will gladly accomodate.

Consumer

Response:

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

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,

Business

Response:

this valued customer did not pay for 1.5 hrs labor

Extremely poor service ..

poor work sub contractors are very in professional .. Very bad coustomer service ..

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Description: Home Warranty Plans

Address: 1839 S Alma School Rd Ste 350, Mesa, Arizona, United States, 85210-3028

Phone:

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Web:

www.ahghomewarranty.com

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