American Home Guardian, Inc.

Review: I purchased an annual home warranty from this company at the closing on December 13, 2012 in the amount of $ 329.00 this was pain in full at the day of closing. This warranty company only has one plumbing company in the Houston and surrounding area. They were to schedule May 2012 for a plumber to come and check the leaking water heater in the home. The only plumbing company the had was extremely busy and the contractor that was to show up did not show up as I waited at the vacant home for over an hour. When I called to reschedule the service call I asked for another plumbing vendor because this one was unreliable. They scheduled me through a company that was not even their vendor and after I tried to schedule with the reservation number I was provided the vendor stated that they were NOT a vendor for this warranty company. I waited 1 month and never got anything schedule and the leak issue remained. I called and called and nothing was accomplished. The only resolution I was offered was to hire my own plumber and they authorized up to $250 in charges and they would reimburse me for the charges. They had also requested the document be mailed to them which delayed the process. I paid $230.95 to a licensed plumber which was "mandatory" and they just sent me a check amount of $42.93. This company had the audacity to deduct their service charge in the amount of $55.00 from the proposed full reimbursement charge of $59.17 for labor and $ 38.76 for parts from this total of "their" assumed cost they deducted their charge of which they did nothing and none of their vendors the ONLY one ever showed up. I am hereby requesting a full refund of the balance from the $230.95- $42.93 Balance of refunded amount : $ 188.02. Thank you.Desired Settlement: I want my refund of the charges I paid in the amount of $188.02.

Business

Response:

Thank-you for the opportunity to review this issue.As stated in section 5 of the contract if AHG or Our contractors cannot accommodate the homeowners schedule they do have the option to seek reimbursement. The reimbursement amounts and terms are also listed in section 5. AHG is the only warranty company that I am aware of that offers this as an option for homeowners.Seeking reimbursement is not a blank check and contract terms apply. When a valued customer wants to go the reimbursement route we provide documentation and forms that are required as well as contract text that informs the valued customer of exactly what will be paid. AS ALWAYS, AHG has upheld every facet of the contract and we have communicated all details before hand. Again, Thank-you for the opportunity to review and clarify. If this valued customer has issue with pricing of service or parts, I strongly recommend that the address it with the contractor they choose. Have a nice day!

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.The warranty company has made a false statement and has not priced correctly the cost of replacing a T & P valve by a licensed and insured plumbing company as I was required to do. In addition, they deducted a "Trip Charge" of $55 from my Reimbursement when their Plumbing company never arrived at my property. I am requesting reimbursement of the $55 and I would like to see actual paid invoices to this pluming vendor for T & P valve replacements.Regards,[redacted]

Business

Response:

if AHG process a claim of any kind a service fee is due. the service fee is not refundable and without the service fee AHG will not pay anything. Again, this is all in section 5 of the contract.have a nice day

Review: I have a current 3-year home repair warranty. On 9 June 2015 my air conditioner failed. I followed my contract requirements and called AHG immediately. I was told they could not locate a repair business in my area (which is very strange because I don't live in a rural area). I was given an authorization number and told to contact a repair business myself and that the repair could not be over $200 without prior authorization. On 10 Jun the repair company came to my home and gave a quote of $258.25 to make the repair. I called AHG and was given the OK to have the repair done. On 11 June 2015 I mailed the AHG repair reimbursement form I had received via email and a complete copy of the repair invoice to AHG per their instructions. On 1 July 2015 I had not received payment, so I mailed the items again. On 19 July I called to check status and was told neither of my 2 mailings had been received. I emailed the items on 19 July to the person who emailed me the claim form on 9 June. On 20 July I called, [redacted] said the email was confirmed received, the invoice and claim form were correct, and that my $258.25 payment was being processed and I should have it in 10 days. On 31 July I called [redacted], told him I had not received my payment check. Here it is 20 August and I have not still not been paid, AHG is in violation of their own contract, no one on the phone has an answer and no one calls me back. Latest call today, 20 Aug, [redacted] again, gained no resolution.Desired Settlement: I would like to be paid the $258.25 owed to me by AHG immediately, and also have a credit applied to my account for the next 2 service calls due to their debacle and poor handling of this issue ($110).

Business

Response:

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], 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...

Consumer

Response:

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,

Service is prompt and professional-the reps are very helpful and I love my warranty policy. Thank you.

Review: I called my home protection company to get service in my ** washing machine the agitator came off and it cracked. The washing machine was only 10 months old. I never thought of my service warranty just my home projection company.

I called American Home Guardian they sent out a repair man that blame ** for faulty work in its construction but said they fixed the problem I said thank you and sign his release.

Later that day my wife noticed the agitator was still crack and had not been replaced my wife called American Home Guardian the girl was very rude and said someone would call us back. Nobody returned our calls

Four days later my wife want to do the laundry and again the agitator came flying off now it’s the weekend on Sunday I called American Home Guardian again and explained I would be contacted Monday morning. Not hearing from anyone at American Home Guardian on Tuesday I called ** direct they came out the same day fixed the problem free of charge showing me the plastic ball the agitator fits into was cracked he replaced it and also replaced us with a new agitator. Here it is Wednesday my washer is fixed and American Home Guardian has still not contacted us. But they certainly charge my credited card for their lack of service as quick as they could. I will be dropping them as my home protector ASAP. I just hope they are not lying to other people who feel secure with them until you need them.Desired Settlement: My service fee returned and their company learn what customer service is. I also want this letter seen by anyone who contacts your site can read it, before they get taken by this company’s false commitments and promises before they sign up.

Business

Response:

WOW-- This customer is surprising. We have no record of any calls, emails or any other form of communications after sunday. As this valued customer knows, the repair was completed by a licensed, bonded, and insured contractor. After the repair was complete they signed an invoice that clearly states the inspected the work and it was completed to their satisfaction. Seriously-- Work as done and this customer was happy when the tech left. There will be no refund.

Consumer

Response:

May 24th 2013 I will try to regurgitate my side of the entire poor performance. On approximately May 13 I contacted American home Guardian to report the agitator on my washing machine came flying off during a wash cycle they advised they would have someone out as soon as possible and they would contact me to set up a time. On the same day [redacted] home services [redacted] contacted me and told me they would be out on May 15.On May 15 a representative from a [redacted] home services arrived at my home he was a very pleasant and polite man he walked in to the laundry room, the laundry room is not very big it was only enough room for the man and his tools to be in so I waited in the living room while he did the repairs to my washing machine. Within about 10 to 15 min. he came out of the laundry room and told me he had fixed the problem, the problem being the agitator came off a spindle and he was able to replaced the agitator back in place he said he turned it on and appeared to work fine. He handed me a clipboard and told me to sign not knowing anything about laundry machines and thinking that he did a good job I signed the release my first big mistake.Approximately 20 min. later my wife when in the laundry room to do a load of laundry she immediately noticed the agitator was placed back in place but still had a big gouge in cracked out of the top. I contacted [redacted] home services immediately all I received was a recording telling me their business hours and five contacted them during these hours that they must be on the phone with someone else please leave a messa** they will return my call. After not hearing from him all day I called [redacted] home services once again once again I received the same message. The next day my wife contacted [redacted] home services and talk to a lady that answered the phone explained our problem and she stated she would get back to us as soon as they had [redacted] home services checked into it.After two days of waiting for [redacted] home services to contact us back my wife tried to use the ** washing machine, as soon as it hit the spin cycle the agitator again came flying off making a tremendous noise and banging around in the washtub. I now became very upset on May 19, 2013 I contacted my home warranty company American home Guardian I spoke to a young man I neglected to get his name but home Guardian is capable of finding out who the young man was that was answering phones for them that evening. I told the young man of my problem with the washer machine the lack of my [redacted] service company getting back to me and the shoddy work job he advised he was going to open up a new work order I advised him this wasn't a for a new work order this was a continuation of an up he advised me he would still have to open a new work order I told him how dissatisfied I was with the service from his company he stated to me on Monday morning someone would call me back we waited for Monday all day no phone call on Tuesday we got tired of waiting and contacted ** technicians they set out a repair man the next day he advised the problem it was that the spindle that the agitator that on top of was broken so the agitator would not stay on he told me whatever was the person the work on the machine never replace the spindle main cause the whole problem. ** immediately put on a brand-new spindle and replaced the agitator the machine has worked fine since no one personally has called me from American home Guardian ever nor has anyone from [redacted] home services contacted me or my wife I was requesting the $50 be returned for the service call but obviously they they advised they would not return the $50. I contacted again American home Guardian on this date and talk to a young lady I told her my problem and asked to speak to a mana**r she put me on hold came back and told me after approximately 2 at 3 min. no managers were available I told her I wanted to cancel my insurance policy with American home Guardian she told me at that time I had to put it in writing submitted by mail or by e-mail or I could fax it in I elected to end my relationship with American home Guardian by e-mail.I feel like I'm dealing with [redacted] they advised they never got my phone calls nobody knows what happened and obviously no one with American home Guardian cares enough to return phone calls not even the, courtesy of a rep representative customer service or manager to see why a customer may be upset. American home Shield is extremely quick to get the money up front but send somebody out when you have a problem just to put a Band-Aid on a problem not fix it correctly and is cheap as they can I'm very upset. I'm also contacting [redacted] in Phoenix Arizona hoping that it may get on TV not for the $50 but to let people know what kind of company they would be dealing with. I went with American home Guardian because they gave me such great lip service and I really trusted them when I spoke to their company when I decided to go with them. I'm extremely let down and highly disappointed I will also be writing our newspaper with a letter to the editor again hoping someone making a decision to get a home warranty will read what I have to say before they sign up with a company who runs around with Band-Aids and doesn't fix problems.If anyone from home Guardian would like to contact me they have my phone number my address and my payments I'll feel free to talk to anyone from the company at any time.Sincerely:[redacted]

Business

Response:

AHG NEVER buts "band aids" on. We contract licensed, bonded and insured contractors that complete all repairs. The very mindset of this customer is not accurate. AHG wants to complete jobs and Contractors want to do the work so they can get paid. There is never cost cutting measures when it comes to completing work orders. It is beyond my comprehension why this valued customer would make this up... it is not, nor has it ever been the way AHG or our service team operates. Service fees are not refundable. As this valued customer states, a professional was at their home and a repair was completed.

Review: I have an over the range microwave that stopped working. I called AHG on a Friday at 2pm to request service. Never got a call & I had to call them to schedule on Monday. Was charged $54 to have the guy come out to tell me it can't be fixed. Got $109 towards a new one. So basically they gave me $50 to buy a new one. New ones comparable to mine run $500 + not including installation and delivery. I called the Manager, [redacted] twice with AHG and left messages both times. That was 2 weeks ago & I still haven't heard back. So, I sent an email through their website a week ago, and still no response. In the meantime I had to suck it up and purchase a new microwave with the pathetic $50 they gave me. I thought warranty companies are supposed to give you money for a comparable item. They didn't do that in addition to nobody getting back to me. I'll be cancelling my contract with them at renewal time.Desired Settlement: I want them to refund me $300 towards my purchase. In addition to the purchase I also had to pay $79 for the installation. In no way did $50 cover the cost to replace the item or put me with a "like" item.

Business

Response:

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] 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

Consumer

Response:

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 already referred my friends. Carlos is great!

Review: American Home Guardian (AHG) is our home warranty company. They were contacted on 2/4/16 about a problem we were having with our pool. AHG contracts and then contacted [redacted] pools who A) did not show up on time and B) [redacted]s employee caused property damage. (Damaged deck on our pool). Both companies have been contacted and both companies refused to give their Insurance company information so my deck can be fixed. This is week 4 of now resolution and my deck is still damaged.Desired Settlement: I would like AHG to fix my deck and they can subrogate with their contractor, [redacted]. After repairs are completed, I would like a full refund from AHG so we can find a reputable company to do business with.

Business

Response:

AHG has responded to this complaint via email. We have also responded to the Attorney General for this same issue.

Business

Response:

AHG has already responded to this complaint. THIS IS NOT A NEW COMPLAINT. All items covered by the home warranty contract have been repaired and the contract has been cancelled per the valued customers request... AND the refund was delivered in person.

I have worked with American Home Guardian for many years and found them personable and professional. Their team is responsive and helpful with any questions or concerns that have come up.

Review: I purchased my home in October of 2014. As part of my closing conditions the seller had to include a home warranty for my house, my choice. After looking at different companies, American Home Guardian seemed like the best deal at the time. In April, my house had a leak that you could hear in the master bathroom. Because my home had a leak that pushed my closing date back 3 months, I called the company that fixed my previous leak, and they assured me that this leak had nothing to do with the other one, because the other was a leak from the water filtration system that my house came with and you would not be able to hear something like that all the way to the master bathroom (opposite sides of the house). After I was able to see that the two leaks had nothing to do with each other, I proceeded to call my home warranty company. The charged me $60.00 in order to send some one out to look at the problem. The next day, they sent a plumber that did not even spend 10 minutes at my house and all he did was listen in the bathroom and told me what I had already told him, you can hear water running and there is clearly a leak. This plumber looked very unprofessional, he was wearing going out shoes, and he looked messy. After he left, I called [redacted], who is the representative that had been handling my claim. She then told me that they were going to charge me an additional $55 because the plumber, who I was not happy with, already came out. At this point I was frustrated and scared because I did not know how much water I was loosing, I had no idea what this plumbing job was going to cost me, and I was afraid of next months water bill. She told me that I could choose a plumber that I wanted if that is was I was comfortable with, but that I would only get $445 refund to cover because I already used $55 on the other plumber that I already paid $60 in advance to come out. When I questioned this she told me that $500 was all that is allotted for plumbing problems. If you go on their website, it clearly states that plumbing problem usually run between $200 and $1,200, and with them all you have to pay is the $60 to get the expert out to see the problem. I argued this with her, but she just ignored what I was saying and told me that it was the way it is and I had to deal with it. (I never received a copy of my contract, by the way) so I did not know what else to do. When I realized that I was not going to get anywhere in this, I asked her what was the process to have my own plumber come out, she told me it was just a form that I had to fill out and that she would send it to me. After getting this information, I got a couple of quotes and the company that came out did the work for $1,500. (which $1,200 should have been covered according to what they advertise). I was waiting for the form, and I never received it so I called them and someone named [redacted] answered my call. She had me check my span folder and inbox when I realized that [redacted] never asked me for my email, so I assumed it would come in the mail. She said it would have to be emailed to me and she then proceeded to send it to me. When I opened it, I looked and noticed that the form should have been filled out on the day of service by the plumbing company completing the job. I gathered as much information as I could and I sent it in along with a letter explaining what happened and the plumbers information so that they could gather more information. I sent the form in on May 6, 2015. I waited over a month and I never received anything in the mail, so around June 11th, I called them back and told them that I was checking status on my claim. [redacted] once again answered the phone and put me on hold for several minutes. When she returned, she told me that they had barely received the information needed from the plumbing company on June 9th, and that it could take up to 30 days from then to process my claim. I called again a few weeks later and this time [redacted] told me that it takes 30 days to process a claim. At this point I started to loose faith. I called again in July just to double check and she assured me that the check would be mailed on July 9th. On July 9th I decided to call, just to make sure that it was mailed out. [redacted] put me on hold for several minutes again, and when she came back on the line she told me that unfortunately, the girl that works on claims had been out sick for over a week and my claim did not get processed. She them told me that she passed it on to "upper management" to rush process and send my check out that afternoon expedited. I let her know that it was very important for me to have that check as soon as possible because I needed the money to pay for some classes (I am a student). She assured me the check was being mailed out that afternoon and that she would call me as soon as it was sent. That afternoon passed, no call, the next day was Friday and I worked, I waited for the call and nothing. They are closed the weekend, so I was unable to speak to them then. On Monday I called early in the morning, [redacted] answered and she told me that because there was a previous leak, they could not give me a check until they had proof that this leak had nothing to do with the other. I felt so mad and frustrated at this point because she obviously knew what was going on with my claim, and I was waiting for her call since Thursday night and she did not bother to call me. Not only that, but this could have been something they let me know during the 30 days to process my claim. I called my realtor who helped me contact every one we could to prove that the leaks had nothing to do with each other. Because I was not the owner of the property when this occurred, they would not give me any of the information that I needed. I called back and spoke to [redacted] and she told me that there was nothing she could do then. With out the poof, she could not give me the check. I found the number of one of the contractors that I spoke to while the repairs where being done, and he agreed to help me as much as he could. As soon as I got off the phone with him I called AHG. I spoke to [redacted] and gave her the information and again, let them know that it was extremely important for me to have that money by Friday because I had to pay for some classes. She told me she would call and call me back early the next morning. On Tuesday morning I did no receive a call. I waited until 11 am and decided to call. [redacted] said that she had not done anything on my case. I felt so mad that I told her "You mean to tell me that since I got off the phone yesterday at 1:30 and a few hours this morning, you did not to bother to work on a claim that should be considered priority?" she answered very uncaringly yes, that is correct. She then told me that she would call now and call me back with the results of her call. About an hour later, to my surprise, she called me back to tell me that the previous leak had nothing to do with this one and that the claim would be processed. No urgency noted in her voice at all. I Asked her if it would be mailed that afternoon, being that I needed the money by Friday and all she said was I will do what I can. That evening I called just to make sure it was mailed and she said "it looks like [redacted] cut that check I will have her call you in the morning. Next morning no call, so I decided to call them, and neither [redacted] or [redacted] bothered to talk to me, they had someone else tell me that the check was in the mail and that I should get it today Thursday. I went to the mailbox and I did not receive it. I called to speak to a manager and to my surprise the manager is [redacted] and she said that there was nothing else she could do for me and hung up on me. Now I am the one affected by all this and the company does not seem to care. I still do not have my money.Desired Settlement: I would like to receive my whole refund amount of $1,200 like it states on their website, and no have to pay for the $55 fee to have that unprofessional plumber come out.

Business

Response:

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] 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!

How I wish I had Hot water to shower. So, its been over a week and Sonoran Home Protection has not or maybe don't want to fix my Tankless water heater. Oh, I already paid the $100 deductable. So far my expireance has not been good. I would not recommend them to my family or friends or anyone.

I have had AHG at my personal properties as well as rental properties since the company started As I realtor, I provide this as well as request it for my buyers. I have had nothing but GREAT experiences. If you read your contract, you know exactly what is covered and what is not. I highly recommend this company and the Sonoran Home Services 5-star upgrade.

Pro: Once they are on-site to fix something it gets fixed properly and professionally.

Con: not easy to get someone out to make fix; impossible to get someone out after noon on Friday. I had a tenant report the AC went out on Friday morning and no one came out until TUESDAY! Emergencies don't happen between 9-5 on weekdays....but that's the only time they'll make fixes, and that's after waiting a couple days to get them there.

Summary: would NOT recommend them

Second time having this tech, quick and efficient,

Review: I purchased a home january 08 2013....it had an active home warranty on the home....through ahg american home warranty....during the year of 2013 my air conditioning units..I have( 2)..1 for upstairs and 1 for downstairs.....were not working properly...both units freezing up....numerous problems occured....my home warranty dispatched 2 different companies to my home during 2013 to repair both units.....each visit from these companies that the warranty dispatched to my home found more and more things wrong with every visit.....bad coils...bad compresser...bad welding...freon leaks..etc etc.....first company was [redacted]..they were at my home 4/29/13.....05/01/13.....05/08/13....05/15/13....charges out of pocket was 112.50...1245.00....778.00...1255.00.....total of $3390.50......the 2nd company was [redacted]....at my home 09/13/13......11/02/13... my out of pocket .charges of 255.00........not to mention I paid 55.00 per service call to ahg warranty for these 6 visits.....I then renewed my warranty for 2 years on 12/29/13 for the amount of 798.00......and now my air is not working properly again from both units.......I called warranty company and requested service from a licensed technician...they sent out [redacted]...which came to my home on 06/09/14 and inspected each unit both outside and in attic and found numerous numerous mistakes in the past repairs....from the companies replacing..installing..reapairing the units....to where so much is wrong due to improper repairs from the previous 2 companies [redacted] also told me that a unit that was installed inside in attic is supposed to be installed outside and that it could eventually cave in my ceiling....so he ..[redacted] from ([redacted])....called the warranty company to report what needs to be done and repaired for my 2 units to work and was told that they would no longer cover any work that needs done....due to improper installing of the units before I ever purchased the home.....so now the warranty company is telling me the coverage is no good on my air service.....however they dispatched these companies prior for all these repairs that were done incorrect......(see the 5 dates above in 2013).......I have all receipts of work that was done.......the new company [redacted] has quoted me approx 5000.00 to repair and replace what is needed to be done so everything will work perfectly on both units.......[redacted] from [redacted] also found old parts that were takin off by the previous companies and replaced .... layin around in my attic..which should of been removed by the companies that were here in 2013..please help me with this mess....Desired Settlement: I want my 2 units repaired properly once and for all in full..or replaced..whichever is sensible or more cost effective.....OR..I want a full refund of what I have paid out to these 2 companies...[redacted] and day and night air ..which is the amount of 3645.50....and 5 visits at 55.00 each service charge to ahg total of 275.00...then I can hire [redacted] on my own and get the repairs and replacements required..

Business

Response:

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

Review: I had warranty with this company from Nov 2012. In summer 2013, I requested them to do AC check up and to fix a ceiling fan problem.

The fan receiver is bad and is not covered in the contract so I replace the ceiling fan myself. But I still got charged without any service of the fan.

I called to get a refund multiple times. They did not refund my the service fee.

In Nov 2013, my warranty is expiring so I bought another 3 years of warranty. On the website, it clearly stated the total due is 987, but I got charged 1013. I contacted the company many times but they do not respond. I disputed the whole amount from the credit card and was kicked back by the company on Jan 23.Desired Settlement: Refund my service fee $55 for the no service for the ceiling fan.

Cancel my warranty and refund the full amount.

Business

Response:

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!

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.

[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,

Review: I have had AC issues of the AC unit not working properly sine March. I called the warranty company, they came out and suggested I need a new coil, they changed the coil out and it did not fix the problem. They came back out and changed the condenser two months later, this did not fix the problem. I filed another request with them based on their contractors advice that they have sent out to have the circuit board replaced. Up to this point I have been unable to get the company to honor the warranty and fix the AC issue that I have been having since Jan 2013. Up to this point the manager [redacted] will not approve the work.Desired Settlement: I would like the AC unit to work as it is supposed to. They have changed out two of the three things that it could be but up to this point I am unable to get approval to get the unit working as it is supposed to!

This issue started in Jan 2013, coil was changed in March 2013, New compressor in May of 2013 and as of June the AC still does not work.

Business

Response:

this valued customer has had 3 unrelated repairs required for the HVAC system at their home. All repair recommendations have been provided by a licensed, bonded and insured contractor. Each time the tech left after compleating a repair this valued customer signed an invoice that states the HVAC system is working and the work was completed to their liking.

AHG has replaced all major components in the HVAC system and saved this valued customer several thousand dollars on repairs and will continue to provide service per the terms of the contract.

Review: I have a home warranty with AHG. On November 25 I called to report a problem with my refrigerator. I gave them the manufacturer and model number. They charged [redacted] service fee to my credit card and dispatched a repairman. On November 26 the repairman arrived and proceeded to diagnose the problem and in the course of that diagnosis, broke a panel in the freezer. AFTER the repairman had finished and left (he still needs to replace the broken panel), AHG called to advise me that Samsung refrigerators are not covered under the warranty -- information they should have provided when I first called. They advised me that they had refunded my service charge and would advise the repair company. I spoke with [redacted], the service manager at AHG and asked shy they didn't advise me of the coverage issue earlier. He was most rude and told be that's the way it is and he refused to do anything about it.Desired Settlement: AHG admits that they erred in not advising me at the time of the service request and agrees to pay for the repair.

Business

Response:

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.

Review: We placed a claim on Thursday for a cracked union on our pool equipment. When I called in I spoke with a service representative that told me all the unions and above ground plumbing was covered so I went ahead with the claim and paid our service fee of $60.00. On Friday the service tech came to our house early afternoon, diagnosed the problem and sent it to AHG between 1-2pm for approval. American Home Guardian say that they are open to 5pm so the tech thought he would be able to fix it that same day once he got their approval. I called AHG and they were already closed for the weekend before 3pm and they would get back to my claim on Monday. By Tuesday morning, I hadn't received any updates to I called AHG and spoke with a service representative who told me the claim was approved and she sent the approval to the contractor Monday morning at 7am. I then called the contractor who said he knew nothing about my job and that he would need to get in touch with the service tech who saw us on Friday. Needless to say, they never called me back. Our pool hasn't been filtering for almost a week now so I was anxious to get this resolved. I called AHG back to see if they had been in touch again with the contractor ... but this time I spoke with a different representative who told me this part wasn't covered at all and service was denied because it is next to the salt cell??!!! So I was told it was covered and approved and now they are telling me its not? So they cover the plumbing and unions but not specific unions??? I expressed to them my frustration and that I felt this was a scam. We have had home warranties on all our houses for many years with other companies and have never had as many problems as we have had with this one... From the beginning it has been difficult to make sure we were fully covered. Consumer beware of this company and get a home warranty elsewhere!Desired Settlement: I think AHG should take responsibility for switching their response and misleading me as their customer. I would also like my service fee of $60 back but highly doubt they will do that. I would like other home owners to know our frustrations before they chose this company.

Business

Response:

When Mrs T[redacted] called she did not tell us that the item she was asking about was for the salt system on her pool that she declined coverage for 2 times. AHG does not provide coverage for any item or related components when coverage for the item is declined. Please see the attachments where she has signed her contract 2 times. This illustrates that AHG has been forthright with coverage and we/the customer has reviewed it and understands all facets of the coverage and services we offer. We have already made 1 exception for this valued customer by allowing them to alter their contract 2 months into it... After she added coverage she file a claim within 5 days for most of the items she added even after acknowledging and agreeing to a 30-day hold on the items.For the record-- After we discovered that the pool repair request was for her salt cell-- we still offered her a deeply discounted cost for the repairs. This is just another way AHG saves our valued customers money.The attached matrix was included with the original signed contract info. As you can see in the optional upgrade items in the pool section -- Salt cell coverage is specifically called out. If you look at the order confirmation letter in both signed contracts this was declined and not paid for. AHG will not be providing coverage for items that customers do not pay for.

Consumer

Response:

Our realtor ordered our home warranty and so I never declined or was offered any additional coverage on our salt cell. As for the cracked union, per the contract, AHG covers unions and above ground plumbing issues. This cracked union has nothing to do with the working order of the salt cell but rather the working condition of the pool which is included in our contract. Also - I was told twice by an AHG representative that this item was covered and approved and now they are going back on their word. AHG is correct that we had to issue a new contract because after speaking with them, we found out the premium upgrade did not cover any of our upgraded appliances. So we ended up signing a new contract and paying an additional $420 to them to include our appliances in our warranty. Additionally we supplied them with our home inspection report so the 30 day hold period was no longer valid. Since filing my complaint last night they have retaliated and escalated this claim by issuing us with two new invoices totaling over $600. One for a repair that was covered and completed in February and for an additional upgrade cost to cover our house. Both of these are unwarranted. Based on these retaliation tactics we will be contacting the office of the [redacted]. We are extremely disappointed with our experience with AHG and how they are handling this situation. We will accept a response of immediate cancellation of our policy, a prorated portion of our contract (minus the 15% admin fee stated in the contract) sent to our home address, as well as waiving all the new charges sent to us today.

Business

Response:

We are very sorry to hear that this valued customer wants to cancel their contract because AHG would not offer coverage for item(s) they did not purchase coverage for even after they personally (without their agent) reviewed the coverage in great detail several times, AND we made several exceptions for this customer as a demonstration of goodwill. AHG had no way of knowing the broken fitting was on the salt cell device because this customer declined/did not purchase this coverage and she did not tell us this fact when requesting service—we had no way of knowing until the contractor arrived to provide the service and make the repairs… (she provided ½ the story because we believe she knew it was not covered because of her knowledge of the contract for reasons stated above). The invoice this valued customer is referring to is for a referral only work order --as clearly stated on the work order (AHG has provided 2 copies of the work order to this customer) where she paid 1/2 of the cost of the repair about 3 weeks ago (we are within a very reasonable amount of time to submit invoices for final payment). It is not clear to us why she is refusing to pay after the work she requested is complete. What happened here was the customer realized they did not purchase coverage for her appliances until after 2 months into the contract (the signed contract(s)—both of them she signed-- say customers have 14-days to make changes)…AHG made an exception to add the appliance coverage with the agreement that there would be a 30-day hold and all items need to be in safe correct working order when coverage starts (per the contract). We recorded this call and provided this valued customer with a copy of the recording where AHG reviewed the coverage and advised here of a 30-day hold and she agreed. Then, 5 days later, she filed a claim --knowing we made an exception and she agreed to a 30-day hold on the coverage. As the Revdex.com and ALL of AHG’s customers know—AHG will always help customers even if coverage does not apply and we offer deep discounted pricing thru our service network. Again, we always want to help and we are always glad to do so! AHG will accept the written notice thru the Revdex.com and we will issue the prorated refund per the singed contract(s) and this valued customer’s request.

Review: According to the contract with American Home Guardian, it does not explicitly exclude wall mounted units. It also says nothing with regard to the spring for the door. When we signed up with AHG, we explicitly asked the sales rep if our door was covered and they said that it didn't matter what kind of garage door it was. The contract is extremely vague when it comes to the description. There is no way we would have paid to have a warranty that doesn't cover the items we need it to cover. I feel that we were mislead in the contract and it wasn't until something went wrong did the fine print come out.Desired Settlement: We want a refund of all of our premiums paid to AHG since their policy doesn't cover the equipment in our home. It's useless for our situation.

Business

Response:

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.

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.

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,

Business

Response:

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.

Review: I notified the company several times in 2013 that I wanted to cancel my home warranty policy with them as they have denied two basic service calls which were covered by my policy. I wrote them a letter to cancel my policy in February 2013 and yet I am still getting charged $57.99/month (monthly re-occurring debit).

Policy# ([redacted]) (covered property: [redacted]5).Desired Settlement: I would like my home warranty policy cancelled immediately and my money refunded for $927.84 (16 months of unauthorized debits at $57.99/month from February 2013 - May 2014).

Business

Response:

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.