American Home Guardian, Inc.

An absolutely terrible company - I wouldn't even recommend them to someone I hated they are that bad!! I would give this company a negative rating if I could - they don't even rate a zero. I'm not sure where to even begin - this company is so bad in every aspect. I called them concerning a plumbing issue and because I just bought the house a month ago, they wanted a copy of the home inspection report so I sent the summary. That wasn't good enough. So instead of them just asking me for the full report, they sent an email to the home inspector with the string of emails that had transpired between me and AHG. He wrote back to them and told them flat out he's never seen such unprofessional behavior and, as a professional home inspector, he would be sure to tell his clients to stay away from AHG at all cost.

The plumber they sent said he couldn't fix the problem, he didn't have the equipment needed. He said he snaked the line as much as he could and that was it. He said a hydraulic pump (or something like that) was needed. I called a few plumbing companies and they said that is ONLY used for commercial buildings as it would blow out residential plumbing lines.

Skip two days later and the plumbing issue got worse after the plumber was there! Before some sewage back up was occurring in a guest shower. Now not only is the shower filled with sewage but every toilet is backed up. I don't know what he did but not only did he NOT fix this issue, I'm concerned that he actually made it worse. So I called AHG today (Saturday) and finally got through after being on hold for a long time and after being disconnected twice. The person I spoke with said they would have to call the plumber. I asked them to call me back to give me an update - whether or not they were able to reach the plumber or not. That was over 5 HOURS AGO!!! And this is for an emergency service call since no plumbing whatsoever is working in the house. I'm glad I went with my instincts and had contacted a reliable plumbing service soon after I called them. They will have a plumber out shortly to see what the problem is and fix it if they can today.

I'm cancelling my contract with AHG. This company should not be in business! Buyer definitely beware!!! They do nothing but cause you additional stress and grief in addition to the issue you are already dealing with.

[redacted]Update[redacted] Just as I had suspected. The plumber sent by AHG was incompetent and actually made the situation worse. Instead of snaking the line properly all he did was push the stuff towards the street line and clogged multiple lines by doing so. I will also be filing a complaint concerning this plumber with the AZ Register of Contractors.

Review: I have been a home warranty with this company for over 3 years. I have always had their best policy and had nothing but great things to say about Sonoran Home Protection. I have even referred family and friends to get their warranty because it seemed like they were very honest and took care of all of our issues. Things have changed! They recently changed their services.

I had a water heater burst and had water leaking all over my garage. I was able to quickly turn off the water and file a claim. They sent over a plumber from their network of trusted contractors to service our request. We have a water softener with quick disconnect hoses attached to it sitting in front of the water heater, so they charged me an extra $75.00 to remove and replace the hoses from the water softener which absolutely takes no time at all. I was upset about the charge, but was still willing to pay the fee.

The plumber then continued to service our warranty request. He saw nothing that would cause him concern to deny the claim, so he called Sonoran Home Protection to get the authorization for service. After telling them that there was no signs of rust, they asked for a picture of the water heater to verify what he was telling them. He complied, and sent over a picture of the water heater. After going back and forth several times with the plumber, they ultimately came back and said it was "too hard to tell from the picture if there was rust or not". So they denied the claim. Even after having a plumber from their "trusted" network telling them that it was a burst and not damage from insufficient maintenance, they still denied the claim. They told us that we needed to be elite members to be able to cover items with rust. But the problem is that there is NO rust. They just used the excuse that the picture was inconclusive, so they did not have to pay out the claim.

The plumbing company has been fantastic and has offered to reduce the fees to replace my water heater. However it is still going to cost me $500.00 when it should be a $100.00 fee total and covered 100% by Sonoran Home Protection.

Sonoran Home Protection has now become like any other warranty company. They deny the claims even when they know it is covered and there is no basis to deny a claim. Having been a customer with them for over 3 years now, I expect more from them.Desired Settlement: I want Sonoran Home Protection to do what is right and accept my claim and pay for the replacement of my water heater per my contract with them. To keep them from wrongfully denying my claims in the future, they should also upgrade me to elite coverage for free.

Business

Response:

Please see the attachments for a copy of the signed contract and a picture of the rusted out water heater. Please also note on the cover of the contract in very large bold font we state that we strongly recommend the elite coverage and offer 14 days to add it from the start date of the contract-- this valued customer declined this coverage after being advised of it 2 times. (when placing the order, and when signing the contract).Section 2.4 indicates:This contract excludes all damages or failures caused by faulty installation, improperly sized, mismatched systems or components,rust, corrosion, mineral deposits, mold, moss, fungus, moisture, electrolysis, animals, insects or pests, roots, plants or trees, structuraldefects, lightning, mud, flood, freezing or storms/extreme weather, misuse or abuse, cosmetic or surface damage, internal/externallinings, coatings or finishes, caulking, grouting, light bulbs, handles, glass or transparent plastics. All components of solar systems, backupor alternate power systems and batteries. Furthermore, missing or consumable components, extraneous, consequential or secondarydamage, loss of any kind caused as a result of failure for any item covered under this contract is not covered and will not be reimbursed.AHG is not liable for any circumstance beyond our control or expense related to loss of income, temporary housing or livingarrangements, utility bills, personal injury, property damage, food spoilage, fire or smoke damage, service delay caused by laborshortage, component procurement, “rush” services of any kind, overtime, debris removal, haul away or disposal fees of covereditems/components unless otherwise indicated.I also want to point out the initials next to section 2 that outline the general terms.I would also like to point out that this customer had a 5 month gap in coverage and now is asking for coverage they did not purchase. Then when coverage did not apply to their unique situation, they demand replacement and are asking for the upgrade for free... To conclude-- The customer was advised verbally and in writing of the coverage that would have covered this claim. The declined the coverage. This customer signed a contract and initialed the section that specifically calls out the rust exclusion. At no point did AHG ever agree to cover a claim when coverage was not purchased... again, as documented in a signed contract. After several phone calls yesterday-- AHG applied $100 towards the repair and the installing contractor also gave a very large discount. This customer has saved hundreds of dollars... even when they declined coverage. AHG will not be processing the claim because this customer declined the coverage and we will not be giving a $125.00 upgrade for free.AHG has upheld all facets of the contract and we have done exactly what we agreed to do in a signed contract. There is zero reason this complaint should go on AHG's record. Thank-you in advance for upholding the Revdex.com complaint standards and dismissing this complaint.

Consumer

Response:

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,[redacted]

Business

Response:

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

Review: I called the company to cancel my home warranty on 10/6/14. The FAQ on their website clearly states, "Please note that cancellation fees apply and all cancellation requests must be submitted in writing." I called and let them know I wanted to cancel, sent in the written request via fax per the fax number on their website (which I have proof of) and then also mailed a copy to them on that same day. I called today(10/13/14) and they stated that they haven't received the mailed copy and that they only accept cancellations by this method (which their website DOES NOT state) and I'd have to wait until they got it for them to provide me a refund. I stated that they did receive a faxed copy, which is the exact same as the mailed copy, but they refused to provide me the refund despite having already received the request.Desired Settlement: I want my policy refunded as of 10/6/14 (the date that they received the faxed copy) because nowhere on their website does it state that they accept it only by mail. I find it hard to believe that they've not received the mailed request after a week since it was also mailed in the same city. This seems like a delay tactic on their part as anyone can say "we didn't received the request, you will have to mail a new one" which then delays the amount they have to refund.

Business

Response:

This valued customer's contract will be cancelled per their request/contract terms. This is not a complicated process and I am shocked that I am responding to the Revdex.com about this.Please be advised that yesterday was a postal holiday-- and there was no mail delivery.

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 will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

This company has failed to fix our hot water issue through a contract plumber for the past several weeks. I initially contacted American Home Guardian on 11/28, however they did not submit the work order until 12/1, resulting in additional delay. It is now 12/23 and our home still does not have reliable hot water causing significant impacts to our daily lives. Next, they will not provide the contract plumber with enough resources to actually fix the problem. So we will be up to a total of 5 service calls by the end of this week. I have missed work, cancelled plans, and bent over backwards for each of the service calls. Lastly, our hot water heating system consists of two actual hot water heaters. Both must be repaired in order for the system to work, and yet American Home Guardian demands that I pay an additional 60$ for the work to be completed on the second hot water heater, even though during the initial service call both were worked on. I'm not sure how that changed mid- issue. And finally, the service representative was extremely rude. After hassling me and trying to get me to trip over my words for almost 15 minutes my husband finally called. In less than 5 minutes the American Home Guardian representative admitted he was wrong, and that they had in fact worked on both heater initially. So they obviously have trouble being reasonable with females as well. Horrible business. I am shocked they are [redacted] accredited.

Review: I bought a home warranty from AHG, and on the warranty contract the list of items covered includes the term:

"Water Heater (1 unit covered 50 gal max)"

However, when my heater broke down, and the plumber found rust damage on the inside, AHG denied the claim based on an exception they have in the contract that Rust damage is not covered.

The problem I see is that the listing of the covered item, as is, gives no indication that such a major cause of failure is not covered. The key point here is that rust is the most common cause of failure to water heater BY THE ADMISSION of the AHG Agent herself!

So if that more common cause is not covered, there should be something there to warn the customer that they Water Heater is not really fully covered, including the most common cause!!

Had I known that I would have added the additional coverage at the time or purchase. so I think this representation of the coverage is very misleading!Desired Settlement: To be honest, I am not expecting much from AHG and I am guessing this is similar to other common complaints about them and about home warranties in general.

Ideally they would cover all or most of the repair costs; however, at the very least they need to adjust the way the list the items covered.

Business

Response:

on the work order/order confirmation letter it clearly states 50 gallon max capacity for water heaters. In section 2.17 of the contract it states builder standard appliances will be used and AHG is not liable to match brand or color. 40 to 50 gallon water heaters are builder standard any thing over this is an upgrade that is not covered. 50 gallon water heaters exceed the needs/requirement of 99% of households.on the welcome letter (highlighted in yellow) and on the cover of the contract booklet highlighted in red AHG clearly states that we STRONGLY RECOMMEND the 5-star upgrade that would have covered the failure due to rust. This valued customer declined the coverage after being advise 2 times to add it.AHG would like to make a customer happy and we need to work within the terms of a contract. If this valued customer can find anywhere in the contract that AHG has not delivered exactly what we said we would, please make reference to the section number and we will be happy to review it again. In the mean time, I strongly recommend that this valued customer read the contract and if they have any questions, we will be more than happy to answer them.Have a nice day.

Consumer

Response:

Hi, I do not accept the response from AHG because it said nothing about my actual complaint. On a side note, I resent their condescending tone but will not acknowledge it with a response.I also value all our times so I will try to be brief.First, I did not say AHG does not have this item covered in their contract. I fully agree they do along with countless other exceptions.However, I certainly do not recall being "told" about this exception when I called to buy the coverage. I assume when they said I was "advise"d to 2 times to add it, she simply means that their marketing material promotes their extra coverage. I was not actually advised about this heater exception! I have actually paid extra for other additions and had I know that the MOST COMMON cause of heater failure is not included, I would have bought this one too.I have attached the order letter to show what I mean. My simple point is this:The letter says "Water Heater"It does not say stuff like "Water Heater (non-rust or sediment damage)" or "Water Heater with significant or major exceptions"It does state that only 1 unit is covered and lists the max capacity (the person who responded focused on the 50 gal capacity but that has not relevant here)! I know there are exceptions for everything (including the total cost of ANY repair), but if they exclude the most common cause for the failure of an item, I expect some mention of that. And has such a warning been included, I would have purchased the extra coverage, which is more business for them!On the other hand, the way that order is shown is disingenuous in my opinion since it gives the impression the water heater is fully or mostly covered, when it is not (because as I said many times: the most common issue is not covered)If my point makes sense, please follow up.If it does not, then thanks anyway...Regards,[redacted]

Business

Response:

Rust and Corrosion is excluded in the not covered section of the water heater coverage, see section 10.2 of the contract.in the future if this valued customer will reference contract sections for review it will make it easy for us to clarify.

THE WORST! After being in RE for 10 years, I have worked with a lot of warranty companies. I tried to support a local business and purchased a policy form AHG. It has been the worst experience. The worm their way out of covering anything, they nickel and dime you to death with fees and bogus charges and their customer service is ATROCIOUS. Buyer BEWARE, there are plenty of warrant companies who care about their reputation af have the wherewithal to honor their policies.

Knowledge of technician was very impressive. AHG Home Warranty is simply the best! And I cant think of any company in this line of business which can provide the same amount of dedication and customer support!

Carlos is very professional and knowledgeable.

Very helpful. He was clear about the problem and fixed it very quickly. I am very satisfied.

Service was great! Our technician stayed late to get the job done. Excellent!

I was very pleased with the attention American home guardian showed me as I was shopping for a home warranty. The person I talked to explained all of the coverage and made sure that I knew exactly how to file a service request (over the phone or online). It is very obvious to me that American home guardian cares about their customers and their employees. I am glad to be a customer!

Review: I just wanted to reach out let you all know my experience with American Home Guardian Here's my three experiences: My microwave broke and it cost $60 for them to come out and say it's a circuit board failure. AHG says it's 10- 12 yrs old, so it's not worth fixing, so here's $100 ( net = $40 ) I bought a new one at Best Buys for $169 and installed it myself. Dishwasher isssue and same thing, $60 service call. It's 10-12 yrs old, so it's worth $120. ( net $60 ). I fixed it with some epoxy and two new seals for $20. Now the furnance heat comes on and off. $60 service call and they say it's a circuit board. Next day after repair, same issue. New relay ( no additional cost ). Less than 2 weeks later same issue again. They come out on a followup call and it's another part. Gas valve issue now. AHG wants another $60 service call fee. I called the repair company and they're calling AHG to try resolve this issue, but my previous experiences says,it won't get resolved. I wished I would have went with the same company that has our rental. Anytime anything goes wrong they fix or replace.Desired Settlement: Repair the furnance without the additional service fee.

Business

Response:

As this valued customer (a real estate agent) and the Revdex.com knows, AHG operates per the terms of a signed contract (please see attached). Please note the initials next to section 2 where general contract terms are addressed. Section 2.6 specifically address value based on age of items. To try to use an example that helps people understand-- Home Warranties are similar to "auto insurance". Meaning that if a car is new/has low miles, the "insurance" pays more for a claim. In this case-- the appliances listed in the complaint are beyond useful life expectancy (as determined by 3rd parties [redacted]NOT AHG[redacted]. However, because AHG delivers a tremendous value to our customers we never depreciate any item past 50% and we always give customers 3 gift card choices or cash when items are to the point of diminished value. Most of our customers view this as a positive thing. As this valued customer also knows, each time service is requested there is a service fee due (every Home Warranty Company has this requirement). We agree that it is very unfortunate that they had 2 unrelated repairs on their HVAC system 15 days apart (control board and gas valve). To use the car example again-- This would be like getting a flat tire, and then shortly after needing a new battery.... they are not related. and per section 8 of the signed contract a service fee is due. As always-- If this valued customer that is trained and educated in the real estate industry can show where AHG has not upheld any facet of the contract, we guarantee we will rectify the issue at once! We will continue to stand at the ready whenever our services are needed and we will always preform service in a positive and professional manner per the agreed terms of the contract.

Consumer

Response:

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

Business

Response:

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.

Review: My A/C unit failed on a friday and I contacted AHG and on monday they sent out a company to repair the A/C unit. I believe the unit needed a new motor so they replaced the motor. A few weeks later the same unit went down and this time it was another part that I was told burns out when the motor has issues. That part was replaced and as far as I was concerned the unit was working fine. Approximately 10 months later I had my annual A./C check as I always do and they informed me that whomever did work on the unit had bent all of the fan blades and improperly installed the ground wires. The tech explained to me why this was a problem, he said that becasue the fan blades were bent the A/C unit rocks when the motor is running which eventually will cause the major damages in the future and he said the ground wires will dry rott because they are in direct sunlight. I asked him if the fan blades could have been bent another way he said no it had to have been someone that took off the otter cover of the unit so it had to have been the last company that did repairs. I only use the home warranty company because of the obvisous reasons I pay for the service so I dont have to come out of pocket except for the service fee and if I have this service why would I pay another company to perform work on the unit. So the tech wrote up his report and I then contacted AHG and spoke to the supervisor [redacted] and I sent him over all the evidence. [redacted] avioded my phone calls and everytime I did get him on the phone he told me it was still being reviewed. Well while waiting the unit did break down as the tech said it would at this time I contact AHG and I asked them to waive the service fee and they refused so I had no choice as it was 110 degrees outside and I could not be without A/C. They sent out the same company and they said that the motor needed to be replaced and the fan blade was bent so the unit was being over worked which was causing the breaker to trip which only confirmed what the company that came out to do my annual service said. The company did not have the parts on hand and they needed to order them. I have two A/C units and I have an open floor plan so when the unit was down both weekends that other unit worked overtime to try and cool the entire house down. So while I waited my other A/C unit worked overtime for the third time within one year so of course within a day or two that unit failed as well. At this time it was 117degrees outside and I was so frustated with AHG. I called them and requested [redacted] they told me he was unavaiable I hung up the phone. After gathering myself I called back and I waited on hold for 15mins or more and it just so happened that [redacted] answered the phone I guess that they were so busy that he had to answer the line to set up service. Once I confirmed that it was [redacted] I explained who I was and asked him why it was taking so long to review my claim he then said that he would look into it and call me back in a week or so. At that point I told him if they dont make this right that I was going to cancel my warranty he then asked me to hold. He came back on the line after several minutes only to tell me that they denied my claim because it was more then 60 days from when the unit was originally repaired. My respond was if I bought a home warranty it is because I have no knowledge base in repairing things like the A/C and I rely on the home warranty company to send out companys that will do quality work and that will stand behind their work if something is not right. I basically feel like when using AHG repair techs once they have complated the work I would then have to have another company with the same expertise to come check their work to ensure that if there were any issues with the work that I could report the problem with in the 60 day timeframe. All I wanted AHG was to refund all the service call fees after the first repair was done but they obvisoulsy do not care about their customers or about the fact that the companies that they send out do unsatistfactory work. So once he made the decision I had no chioce but to schedule service for the other unit and the same company came out and had to replace the motor or something that makes the motor work. At this point I know the A/C units are cooling the house but I not sure if there are any issues with them I hoping to beable to afford a company to come out with in the next couple of months to check the units again as I dont trust their work. Im also in the process of cancelling the home warranty.Desired Settlement: I would like AHG to refund me the service fees for the services that followed the orignal service call that started this mess that would be 3 service fees $55 each which would be $165

Business

Response:

motor changes have nothing to do with breaker trips or fan blades. Work that happened several month prior does not impact failures today.

This customer states that work was done... Not sure why they are asking for something for nothing... Home Repairs cost, they are not free. Service fees are non-refundable.

If this valued customer can find and provide the section of AHG's contract that has been omitted, we will correct the issue at once. Please provide the exact section of the contract when replying.

Have a nice day

I cannot believe that the Revdex.com would allow this company to put it's name on American Home Guardian, Inc website. I have been with this company for over 4 years and just recently had a claim. My refrigerator in the kitchen quit working. American Home Guardian (Sonoran Home Protection) was sent out to the house twice. After the 2nd visit I was told they had done everything they could and they referred me to an appliance company. Why should I have to go elsewhere when my contract reads they will do everything to fix my refrigerator and if that doesn't work they will replace it. They told us that there was nothing else they could do. They didn't replace my refrigerator. This company has scam artists employed by them and it sickens me to look at their website. What is even more sickening is the reviews this company has gotten online. I will never respect another company backed by the Revdex.com if this is an example of a company that you allow to put your logo on their website. People rely on the Revdex.com to show them respectable companies.

Keep up great work - thank you !!

He thoroughly explained what caused the problem and how to avoid it in the future.

I discovered that my water heater was leaking last night. I placed a service claim and received an email confirmation at 6:22 AM. They followed up and let me know that they could have a technician to fix the water heater. I paid $54.00 because of my military discount and I really appreciate that. They called to let me know the technician is on the way. It is 4 PM, less than 24 hours later and I have a new water heater! Great customer service and great response time.

I am very happy with the way American Home Guardian took care of me today. The service was fast and very professional! The tech was clearly an expert and American home guardian's staff was happy to Answer all my questions about my contract. I will be recommending this company in the future!

Review: Because of their over site I have to go another week without A/C which is an extreme inconvience because of relatives visiting for the weekend. They told the repair company that I was not covered for the repairs eventhough after I called and told them that I indeed had the 5star upgrade so the repairs should have been covered. They realized they did make the mistake and informed the repair company that I was covered but by that time my appointment date had been canceled so I was stuck with having to wait to next week for the next available opening. So now I have a house full of relatives coming to town and a hot house. Also I called and left a message with their phone service to have a Manager to call me but no one took the time to call.Desired Settlement: I feel that I should at the minimal get my deductable back of $100 because of their over site or system failure of having the correct information updated in my profile and some type of compensation that I will more than likely have to occur because it will be too hot during the day at least to have my family upstairs.

Business

Response:

Thank-you for the opportunity to review this valued customers service experience.As this valued customer knows-- AHG is always happy to provide excellent service and prompt claim processing-- Always have and always will. This valued customer also knows that AHG does not control delivery of parts or contractor schedules. This repair is scheduled to be complete today.Service fees are not refundable and AHG has honored all facets of the policy and we are paying an $1,100.00 claim today.Nowhere in our contract does it state that if you have guest coming AHG does something different. As this valued customer has confirmed/stated -- THEY DID HAVE A SERVICE APPOINTMENT THAT WAS CANCELLED BEFORE THEIR GUESTS ARRIVED. I am not sure what more we can do. Last weekend there were tens of thousands of customers that needed HVAC repair service. It is not a realistic perception/expectation to think that service providers are just sitting around waiting for something to do. If a customer cancels an appointment, they know they will have to take the next available service time. Again, AHG has honored all facets of the contract and we have offered/provided prompt service and rectified all issues/concerns before any delays occurred-- Furthermore, the delay the customer is complaining about was/is caused by the customer. This issue should in no way be a negative reflection to AHG's outstanding Revdex.com record or our dedication to customer service excellence. Thank-you for your business! AHG is thrilled that we could save you over a thousand dollars on your HVAC repair in addition to the several hundred that was spent on your pool equipment already. . . you are welcome.

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 belowIn your statement you said that the consumer which is myself cause the delay in service. Tell me how. As well as it sound like you are suggesting that I should be grateful for you honoring the contract. So that statement there makes me feel that in the future I might be retaliated against if I need any additional service. So I guess we agree to disagree.Regards,Joe Davis

It takes something AMAZING for me to actually write a review because I don't do this often... That said, I am very pleased with American Home Guardian today. I just moved into my house and discovered that when I ran the dishwasher it overflowed and I could not stop the water from flooding my kitchen. In a "panic" I started calling contractors off of the internet... after the 4th or 5th one (the reason I called so many was because they all wanted $125+ to show up + repairs-- some gave phone estimates of over $500) a contractor finally said "do you have a home warranty... I said yes, he said call them. So, I did call American Home Guardian (hesitantly) because I was worried to have to use my insurance/what it would cost me. My opinion changed the moment I called! I was so impressed with the willingness to help that it shocked me. The person I talked to told me how to turn off the water and then they dispatched a service request (for only the service fee of $60.00) Within 5 minuets, a service company was calling to schedule the repair... and as luck would have it(not expecting this) they said they could be at my house the same day. When the repairman([redacted]) arrived, he was polite and professional. He said he had seen this type of issue a million times... then he went to work. In less than one hour he had fixed my dishwasher and cleaned up all of the water/mess.
To top it off, I offered to tip him and he said -- "a smile is all I need, I am just glad to be of service". Seriously, who says that when you are offering money???
Well this is my story-- I am more than happy with American Home Guardian and the repairman they send to fix my dishwasher. Next time I have a problem at my house, I know who to call... and I will!
If American Home Guardian reads this-- You need to give [redacted]+your operators the props he deserve!
THANK-YOU!