American Home Guardian

AHG provided cash to replace the unit based on the age

Thank-you for the opportunity to explain that a Service Fee is required for ALL home warranty companies to process any claim This valued customer has accepted a check (see attached cleared check) for their 17+ year old appliance that was about years past it useful life AHG applied section (see the attached signed contract)that states how value is assigned and what AHG will do (based on the contract this customer selected) when we encounter appliances that are past useful life/not worth repairing I am confident we all understand that Auto insurance does not apply New Car values to cars with 200K + milesthe same applies here.AHG has paid the customer and settled the claim, and we have issued a $credit as the customer has requested/the signed contract states Because the claim has settled and AHG paid out per the contract terms we will not be issuing any refund for a service fee that is required to process the claim (as stated in section of the contract).If this customer or the Revdex.com can show where AHG did not follow exactly what we said we would do in the contract, please let us know and we will correct the issue at once

We have attempted to upload our video files but your system must not be equipped to handle them Therefore, we are sending the body of the rebuttal and will provide the video evidence in the format of your choosing We are also attaching a still shot our plumber took while filmingThe tone of the business's response is an example of what we have been dealing with If we are such a valued customer, than why have they refused every single request we have made to speak with someone in management? If they value our business so much then why don't they let us speak with someone other than the receptionist? As far as the professionalism of their contractors is concerned, we offer the attached video evidence of our contractor The video report clearly shows the sewer line intact, there is no break in the line The “mud” the other professional (the owner of a plumbing company that has been in business for several years and has completed hundreds-upon-hundreds of AHG jobs) plumbing company found was probably human waste; I guess that can be confused with mud? In addition, the written report from our contractor clearly shows that he “found no mud, or broken line.” We provided this report to AHG but they refused to consider the information but agreed to pay for the line he successfully cleared In addition, the sewer mainline that the AHG contractor claims is out in the yard is actually in the middle of the house, in the Kitchen I am no expert on “home warranties” or “home and yard warranties” as AHG so pleasantly pointed out but I think the kitchen is within the foundation of the home and is covered under the warranty according to AHG’s own words As far as why we asked our contractor to use a camera and verify what the second contractor AHG sent out reported Let me quote AHG again so I don’t get it wrong, “We have written confirmation that the second contractor (the owner of a plumbing company that has been in business for several years and has completed hundreds-upon-hundreds of AHG jobs) went above the warranty scope to assist this valued customer by providing additional services (snaking outside the foundation)When this activity happened, it was confirmed again that there is a plumbing issue in the yard because when he pulled the snake back, it was covered in mud there is zero denying this fact.” Based on the video and written evidence provided by our plumber (Kendall Plumbing) the information AHG keeps quoting from there contractors is false.We are happy to provide a copy of the thumb drive and another copy of the written report our plumber provided us if needed Also, if it would expedite matters, we are more than willing to come down to the AHG office and have a conversation with Mr [redacted] We could have avoided involving the Revdex.com if Chad would have responded to our repeated requests to speak with management, but it is not too late to resolve this problem before we have to escalate it further than the Revdex.com

As stated in the original response, AHG sends a copy of the Warranty Service Contract to each customer to review and sign prior to the start of coverage.MrT [redacted] initialed section of the AHG home warranty service contract stating he fully understands the coverage that state "TO BE ELIGIBLE FOR COVERAGE ITEMS MUST BE IN PLACE INSTALLED CORRECTLY" see attached picture showing the unit was not in place when the tech arrived at the property, in addition also states the inlet line has a shut off valve, that could have been used to stop the water flow into the tank and prevented any water damage, this type of installed requirement is standard in the home warranty industry, to be certain a potential failed item belongs to the covered propertyIt looks as though the handy man did use the shut off once the tank was removed.There is also some damage to the bottom side of the tank that would not be considered wear and tear no way of telling when or how that damage occurred, and if that damage is the cause of the leak, that is also why the tank needs to be properly installed when the tech arrives.When the claim was called in AHG personnel are trained to advise the caller to shut the water off to the tank if it is reported as leaking, the claim was promptly dispatched to an AHG licensed contractor and a mutually acceptable schedule appointment was arranged with the customer appointed representative.AHG regrets that we were not able to provide coverage for this claim, AHG operates per contract, the customer read, agreed, signed and initialed his acceptance of the term of that contract.I hope the customer and the BB can see that AHG operated in good faith by dispatching the claim promptly after it was called into us, allowing the customer or his representative to control the appointment time for service.AHG stands by the decision for this valued customer and this claim, the policy needs to be adhered to for coverage to be provided

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 options per the contract that included cash based on the depreciated value, and gift cards to ***, [redacted] and *** 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 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 carthe 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 options and let the customer decide how to proceedI 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, 12:PM

Thank you for clarifying the dishwasher’s ageAs stated in my unanswered emails, we were unsure of how old it wasWe respectfully decline this resolution because as of today, I have yet to receive the gift cardI have used the search feature in my email with every combination of “American Home Guardian”, “AHG”, my service request #, and my AHG contract #The proposed resolution implies that the gift card was already sent out: “We followed the customers wises [sic] and issued the gift card they selected and the card was issued to this valued customer on the day the [sic] agreed to the settlement.” If there’s proof of it being sent/received, please provide itThe 2nd reason for declining this proposed resolution is because this reply to Revdex.com only addressed a missing gift card There has still been no acknowledgement of my continued attempts of written communicationPlease see attached email chain[FOR PRIVACY REASONS I HAVE INSERTED ASTERISKS(*) IN EMAIL ADDRESSES] I only got this far by contacting the Revdex.comI submitted a complaint and got the dishwasher ageHowever, as much as I appreciate confirming the age, I did not get an answer about if there is an appeal processI think by this response in Revdex.com, I can infer there isntThe 3rd reason we are declining this resolution is that I paid $for a pool pump service request that hasn’t been addressedI can’t provide a service request # because I never received it I’m not typically a complainer But in this instance, I really dont feel I’m being an overly difficultBut, I feel that this resolution implies that I, as a customer, should accept Section of the contract , not ask questions, not expect replies to any questions that are asked, and not expect any consideration for the lack of communication as deserving of more than a quoted section from the contractAs a customer, I have higher expectations from the businesses I deal with so I cannot accept this as the sole resolution

Please see the attached SIGNED CONTRACT coverage for a "Standalone freezer" is not offered in any home warranty contracts AHG is aware of unless additional coverage is purchased Please notice on the order confirmation letter where it states that all optional items/upgrades were declinedPlease see section where this valued customer initialed next to the appliance coverage that details/outlines exactly what is coveredThen, please notice item on the last page where we provided weeks for this customer to make changes/upgrades to the contractJust so the Revdex.com knows-- AHG has offered to send a referral to one of our service providers that could help this customer times (verbal and once in writing) Our offer to help has been declined every timeTo make sure the Revdex.com is following your own protocol-- I need you to take note of the fact that AHG never agreed to provide coverage for this "extra-appliance" We have been very forthright about coverage and this customer acknowledges this with the signed contract that contains initials next to the coverage she is complaining about.on the last page of the contract-- you can see that AHG offers FREE warranty consultations All of this customers questions about coverage have been answered several times If this customer would like to cancel their contract, that is their right We would not like to see a customer leave and would like to keep them so we can provide assistance for the items they did purchase coverage for in the future However, if she does want to cancel, she will need to follow the directions in section that she initialed AHG cannot deviate from the signed contract-- I hope you have a very nice day! If we can help per the terms of the contract, please do not hesitate to call [redacted] Because of declined coverage and a signed contract, this complaint cannot be reflected on AHG's record --- AS THE Revdex.com has indicated in the past[redacted]

To put this into perspective and clarify information for anyone thinking of purchasing an AHG warranty We had a year old dishwasher, the dispatched a tech who did not take the time to look at the unit properly, we paid $for that tech They then offered us $payout and no other options, so our net to purchase a new dishwasher was a whopping $so know that they will be able to do this to you on every single item in your home, the warranty is basically useless since anything that you have fail they will do the same thing and force you to take a ridiculous payout One more thing when we pulled the dishwasher out to install it, it turned out that it was the pump that had failed and despite what they are saying the pump was available for purchase, but they figured it was cheaper for them to pay us the $net to us than pay the money to repair the dishwasher If you read their reasoning le section of the contract know this that that will be used against you so that they do not have to fix or replace a unit as it was used against us We had a warranty with them for more than years and never once did we have to have anything replaced by them so this is what we get after they collected money from us for years and then when it was time to actually fix or replace something they used section to pay us $to purchase a new dishwasher Useless warranty that will not provide you with anything when you need it

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

AHG operates per the terms of a contract, the customer receives an e-contract to review, sign and return prior to the start of the policy.Summary of events 12/initial claim set up, service fee collected (per sec8.3)owners PM Lisa Lewis N [redacted] listed as contactClaim assigned to contractor and dispatchedcontractor calls PM sets up a mutually convent service callcontractor advised Property is vacant.12/Tech arrives on site to find the tank is removed and setting in the middle of the garage, (see section 2.3) unit must be properly installed at time of service.12/tech out on rescheduled service call finds the tank his installed Damaged and leakinginformation called in to AHG with cost to replace12/after review of the claim including the damage to the tank and the unit not properly installed on the premises (section 2.3) on the initial call, the PM is advised the claim is not going to be covered Thank you for the opportunity to respond to this valued customers inquiryWe at AHG adhere to and honor the contract that we enter into with our customers, and cover repairs as long as the terms and requirements are followed.See Attached Signed contract to reference the above sections mentioned in AHG's response.Sincerely Scott [redacted]

In response to your resent letterRevdex.com Complaint ID# [redacted] Attached: Signed Contract, & Picture of Rusted Water Heater.To Whom it May Concern:AHG would like to thanks the Revdex.com and this valued customer for the opportunity to clarify coverage[redacted] has had coverage with AHG for several years, AHG has provided coverage on multiple claims, for different policies, that fell within the scope of coverage [redacted] set up a claim for a leaking water heater on Sept18th 2017, the claim was sent to a licensed contractor in our networkTech ran the call, confirmed the tank was leaking, he did report the failure was due to rust and corrosion, (attached picture confirms those findings).Current policy has "Standard" coverage, this is our basic coverage, in section of the signed contract, this valued customer also initialed next to this sectionStates this policy does not cover rust and corrosion, upgrade coverage was available at an additional cost , at the time the policy was orderedThis is a claim AHG cannot cover, due to the policy [redacted] *** selected for this property[redacted] Argument was that the water was coming out of a hole on top of the tank, water does naturally follow the path of least resistance, there is clearly rust and corrosion visibleAny evidence of rust and corrosion on the water heater [with this type of policy] is reason for denial.AHG hopes this information helps to clear up any misunderstandings on coverageIt's unfortunate this policy did not have the elite upgrade, this would have been, simply a covered item.Should an additional issue present its self during the remaining coverage term, AHG will extend all courtesies within the chosen coverage to it's fullest extent.AHG wishes the best, going forward for the *** family.Regards,AHG Home Warranty

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

This follow up is in response to you recent letter concerning warranty coverageAdditional followup for [redacted] *** attempting to help him understand the coverage he purchased.The plumbing professional was at the property, listened to the description from the tenant, after checking the tank, diagnosed the failure was due to rust and corrosion.With the "Standard" policy that he purchased, reviewed and initialed, section of the contract (attached in the prior response) coverage is clearly spelled outHe signed the complete contract, stating that he agreed and understood with the terms of the policy he purchasedAHG cannot extend coverage for rust and corrosion, on a policy that doesn't have that coverageRegardless where the water is coming out of the tank, water follows the path of least resistanceAHG sells policies with rust and corrosion coverage at a slightly higher rate.The picture the customer sent AHG clearly shows rust on the top of the tank, (Picture attached in last response) confirming the diagnosis from the licensed plumbing professional.AHG hopes this helps [redacted] *** understandAs is standard in any warranty or insurance, coverage the customer did not select and pay a premium for, cannot be offered for a claim.AHG wishes the best for the *** family going forward ReghardsAHG Home Warranty

Good afternoon, This information is in response to the above complaint.This complaint has been sent to the wrong company American Home Guard is a different company than American Home Guardian, we do Not Service the State Of PAPlease close this matter and refer to the providing company Regards,AHG

Revdex.com Complaint ID# [redacted] Gina Williams [redacted] ***Houston TX.AHG would like to thank the Revdex.com and this valued customer for the opportunity to respond to coverage concerns.This has been an active claim for a longer period than normal, the information process has been somewhat burdensome, between the contractor, AHG and the customerAHG did request photos from the contractor since the model and serial numbers given were the same as a claimThis is a split A/C system, the indoor portion had a failure at the end of 2015, Ms Williams opted to take a cash buy out, rather than have the contractor AHG dispatched do the replacementThis valued customer was issued a check to cover the value of that repair.May this new claim was set up for a no cool A/C, the contractor was indicating the same issue was going on with the indoor unit (leaking evap coil) in additional to a new failure on the outdoor unit, on the (2015) the air handler was bought out by AHG , this is still a year unit, the model & serial #'s are the same as the claimthe unit has not been replaced, a new unit would have a year manufactures warranty and that would take presidence over the home warranty, and would not have the same failurethe exact piece of equipment can't be covered a 2nd time.AHG is currently in open communication with MsWilliams and has offered to replace the outdoor condenser or have offered a cash buy outMsWilliams is currently looking for the paperwork from the contractor she had do the repairAs stated earlier AHG can't cover an item that was covered and cashed out on a prior claim.AHG is waiting on this valued customer to decide what direction she wants to go, AHG looks forward to bringing this claim to a conclusion, we will await notification from MsWilliams on her direction of choiceRegards,AHG Home Warranty

Dear Sir / Madam: AHG Home Warranty is in receipt of your letter advising of the above referenced complaintYour letter has been forwarded to me for review and response.Revdex.com Complaint ID # [redacted] AHG has reviewed the refund calculation as promised, per my conversation with [redacted] 10/17/17, the original calculation was reviewedwith the following resolution.The policy refund amount is $the check will be mailed to the customer this week.Refund amount is based on the days of use, the calculation is per the contract terms.Per correspondence with [redacted] , the refund amount is to his satisfaction.AHG would like to thank the Revdex.com and the [redacted] family for the opportunity to provide a resolution,Regards,AHG Home Warranty

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 days to add it from the start date of the contract-- this valued customer declined this coverage after being advised of it times(when placing the order, and when signing the contract).Section 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 plasticsAll components of solar systems, backupor alternate power systems and batteriesFurthermore, 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 that outline the general terms.I would also like to point out that this customer had a 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 freeTo 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 purchasedagain, as documented in a signed contract After several phone calls yesterday-- AHG applied $towards the repair and the installing contractor also gave a very large discount This customer has saved hundreds of dollarseven when they declined coverage AHG will not be processing the claim because this customer declined the coverage and we will not be giving a $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 recordThank-you in advance for upholding the Revdex.com complaint standards and dismissing this complaint

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

Revdex.com: 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 below09-16-To whom it may concern: I would love to actually be able to speak with ANYONE from AHG, who is not [redacted] Especially whoever wrote the Revdex.com response letterI strongly believe a phone conversation can straighten out, what seems to be a very confused and/or mislead personI’m not sure how stating how many times I’ve used their service, since I’ve purchased my house, is relevant to this specific claim, at allI purchased a year old house, that was vacant for months before I bought itHow is it a surprise if MANY things need repair/replacement? That’s why I bought a year warrantyFirst of all, the response letter seemed to leave out a few of my biggest issuesThey seem to focus a lot on the money side of things, and neglected to respond to my biggest problems with AHG ( [redacted] specifically), which were: [redacted] admitting to me (which I’m sure she will deny now) that she lost my paperwork for two monthsAnd I only found out about it when I called to check the status [redacted] making me and the vendor repeat the events of that night several timesThen, acting as if we were lying, or it was impossible that year old plumping could have any issues Taking months to deny my claimTRUST me, If [redacted] would have denied my claim within a month or even months, we would not be in this situationBut because I had to make over 20+ calls to AHG to remind them that I was still alive and waiting to hear from them, THAT is where [redacted] really proved that I am indeed NOT a “valued customer” This is the biggest correction I need to make .This section in the response letter: ““-- HE REFUSED TO TALK TO HER and said "i would rather deal with the Revdex.com" and huon her.””Prior to me filling a Revdex.com complaint, I had been trying to reach [redacted] for two weeks straightThe last time I actually spoke to [redacted] about my reimbursement, she told me she would call me back in a couple of daysA week went by, and I heard nothingEvery time I called the office, she was either sick, at lunch, or on just not thereEVERYTIME I called, I left her a voicemail message asking her to please call me back and I left her my phone number every time, just in case she lost it After not getting any help or information, I went to the Revdex.com for helpAnd SURPRISINGLY, [redacted] called me back immediately, the next morningWhy do I have to file a claim with the Revdex.com to get a simple return phone call? After realizing that she wasn’t doing the simple things, like returning a phone call, I explained to her that the Revdex.com was handling it and I didn’t need to speak with her anymoreAnd I did not “hang up” on herShe said “OK” and that was the end of the conversation It was NEVER about the moneyALL of the above issues are what lead to me filing a complaint with the Revdex.comThe $was an afterthoughtI just wanted to be treated like an actual “valued customer”The response letter proves to me that AHG is all about the money and not customer serviceI would like to respond to these claims: “As, all parties know-- AHG has operators available24/7/365-- (all day every day we are here to help customers!)” CORRECT! Someone at AHG will pick up the phone 24/If the person who wrote the response letter, took the time to actually call me (#########), I would explain that the last time (and first time) I had an after hours issue (water heater went out) and I called AHG I was told that it is impossible to get a plumber out there on a Sunday (keep in mind, they attempted to contact ZERO contractors), and that I would have to wait until Monday or laterSo, I hung up the phone, called the first plumber in my area on [redacted] , and they were at my house fixing the problem within hoursI sent my invoice (and only my invoice) to [redacted] ( the previous Service & Claims manager, who I understand no longer works there) and within a few weeks I had my money back [redacted] made the process simple and easy, like it should be and AHG is worse off without him“Per the contract AHG does not reimburse for claims we are not notified of in advance.” Apparently, they doI guess it just depends on who the manager is at the timeAs, you can read from my first experience with getting a reimbursement, you can understand why there might be some confusion from all parties involved “AHG still does not know that the root cause of the problem was because we were not involved and we cant seem to get the facts.” I’m not sure which part of my very detailed explanation of the event was confusing for ***, especially since I told her several times over the phoneBut, if someone who is a little more worried about customer service or the truth, would like to call me, [redacted] , I would be more than happy to go over it AGAIN“Please understand that a home warranty is not a blank check.” The most condescending statement I’ve ever had a company say to meIt’s almost laughable that someone would say this to a paying customerEspecially over something as small as $I ignored the overwhelming negative reviews that I read about AHG before purchasing my warranty and I wasted $on this company, only because they were the only company to have a three year warranty Now I am realizing how much of a mistake that wasPLEASE UNDERSTAND ..IT’S NOT ABOUT THE MONEYNever wasI’ve had much bigger claims denied before that cost me thousands, for various reasonsNot a big dealThis difference was that each time (BEFORE ***) everyone was honest with me, treated me with respect, never lost my paperwork, and did the simple things they told me they were going to .like return a phone call ”***THIS VALUED CUSTOMER HAS NEVER PAID THE SERVICE FEETO OPEN A CLAIM ***”I was NEVER, during this month process asked, BY ANYONE, to pay a service feeI would GLADLY pay DOUBLE the service fee, just to get some help .or a phone call Since receiving the response letter, I called AHG customer service and asked them about reimbursement services feesI was told that you can pay the $upfront OR you can have it deducted from your reimbursementI was given NEITHER optionI repeat, if they were waiting on me to pay a fee, I would GLADLY do soAll they have to do is have someone who is NOT ***, call me ###-###-####The only thing I care about at this point is getting the truth out there, being treated with respect, and making sure [redacted] doesn’t treat anymore customers the way she treated meI would be REALLY happy if the person who wrote that first response letter will CALL me, ###-###-####, (I’m available every morning from 9am-12pm CST) to apologize for writing that letter and not actually talking to me (“the valued customer”) to get more information and truth about the situationI look forward to hearing from you [redacted] ###-###-#### [redacted] Regards, [redacted]

Revdex.com compliant ID [redacted] Michael W [redacted] **.Gilbert, AZ 85297As both the Revdex.com and this values customer know AHG operates per the terms of a signed contract.See Attached copy of the signed document.Policy type Sonoran-100Summary of events:12/27/Customer called in asking about the roof coverage, he let the AHG representative know he was going to have a contractor out.2/7/Reimbursenent claim openedas required per section in the contract.3/22/Customer contacted AHG and provided a corrected email address to send the reimbursement form.5/17/Customer returned the receipt and the required completed reimbursement form.5/23/Checkis being processed for $and will be mailed to the customer this week.Summary of coverage:Roof coverage is a reimbursement only coverage, per section of the AHG contract.Section coverage limit is $per occurrence / aggregate limit of $Policy has $remaining aggregate.Per section a service fee is required for each item service is requested for, including reimbursement requests.The policy MrW [redacted] choose has a service fee of $per claim, in this case the fee was not prepaid at the time the claim was set up and must be deducted from the reimbursement.With the occurrence max of $a service fee of $AHG is providing a check to MrW***, the remaining balance of $as per terms.Hopefully this clears up any confusion with this claim and the coverage amount, at AHG we attempt to make the coverage clear, we send a copy of our contract to our customer prior to contract going into effect, in an attempt to avoid this type of confusion.Thank You For Your TimeAHG Home Warranty