American Home Guardian

Respectfully-- This valued customer was advised of the rust an corrosion on 3/11/(over years ago) and they were also given an estimate to complete the repair back then-- it was declined Now, years later, they were advised of the same thing by a different vendor

here is the receipt for the purchase of the gift card that was issued. Total Cards: 1 Your Order: $120.00 USD Order Number: [redacted] This purchase was made with the following credit card: MASTERCARD XXXX-XXXX-XXXX-XXXX The charge will appear on your statement as: HOMEDEPOT CSTAR GFTCRDCard Quantity: 1eGift Card Amount: $120.00 USD

AHG did not request photos for the water heater

When the technician arrived, the water heater was already completely drained and there was no water in the tank I do not know how the technician could determine that the leak was caused by rust and corrosion Next day, I talked to the tenant, and he showed me the exact spot that was leaking before It was from a bolt hole which there was no sign of corrosion and rust So I realized that a wrong conclusion was made by AHG I took a picture, sent it to AHG, and asked AHG to cover the repair cost because the leak was from this particular bolt hole, not from rust and corrosion My request was denied by AHG.AHG failed to fulfill the warranty agreements to not cover the needed repair

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 where general contract terms are addressed Section 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 ***NOT AHG*** However, because AHG delivers a tremendous value to our customers we never depreciate any item past 50% and we always give customers gift card choices or cash when items are to the point of diminished value Most of our customers view this as a positive thingAs 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 unrelated repairs on their HVAC system 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 batterythey are not related and per section of the signed contract a service fee is dueAs 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

I called in and I waited for more than days and I was told by the license technician who was doing some works at the house at time that, AHG has not send someone at the side to see what was going water heaterAccording to the technician that I hired at that time to some repair in my house, the best action a that time to prevent water damage all over the garage was to cape on of the water heater pipeCapping the water heater has nothing to with a functioning of the unit in generalPersonally, I believe that AHG is running away of it responsibilities

To Whom It May Concern;In response to the BBB complaint filed by Mr. G [redacted] Complaint # [redacted] Ahg has reviewed the customers concerns, request, and the information provided by Mr. Garcia and our vendors. We have found he has legitimate concerns.AHG has refunded the 2 service fees, (customers... requested amount).We at AHG would like to thank Mr. G [redacted] and the BBB for your time and efforts. we look forward to providing continued service that meets our customers expectations. Regards AHG Home Warranty

Revdex.com Complaint ID# [redacted] Signed Contract EnclosedTo Whom it May ConcernAHG would like to thank the Revdex.com and this valued customer for the opportunity to provide policy details.At AHG our coverage is governed by a signed contractThis is done at the start and again for renewal of coverageThis customer had renewed for a 2nd year with AHG6/2/Original policy started 5/1/the cancellation for the current term was received8/21/The report on this particular claim from the customer is unfortunate to hear, AHG contracts with an extensive network of service providers , we strive to provide an exemplary level of serviceIn the prior year of coverage this customer had the opportunity to see that high level of service first hand, with service calls to his property.AHG promptly refunded the service fee that was collected when the claim was set upWhen the customer decided to go a different directionAHG charges a cancellation fee per section of the attached contract, and deducts the days of coverage due to financial contractual liabilityFor that reason, we are not able to refund for the covered time.MrHeitzman has reported the cancellation costs correctly, AHG is not able to return those funds, he did have coverage during the days this policy was in effect.We hope this information helps to clear up any misunderstanding on the cancellation fees.AHG wishes MrH [redacted] the best going forward.RegardsAHG Home Warranty

Check# [redacted] was issued for reimbursement weeks ago per the contract terms.AHG will place a stop pay on the check and send another one todayreplacement parts are available and this valued customer did elect to upgrade their entire HVAC system instead of just fixing what was the root cause of the problem This is called out in section of the contract that reads as follows: Unless specifically noted, AHG is not liable for cost of any kind associated with obtaining building or construction permits, or required modifications to upgrade, or install appliances, utility systems, heating or cooling equipment that may occur due to incompatible components, technology or conversion to comply with local or federal codesAlso excluded from AHG liability is the cost to provide a new utility run or access to existing utility systems and equipment located on the roof, or feet above finished grade, or if the item is located in an attic, crawl space, roof, wall, ceiling, floor, or encased in concreteIn the event access is required to any of the above, the opening will be restored to rough finishPaint, texture, wallpaper, tile, stone, stucco,plaster, siding, paneling, any form of flooring, or roofing are the Contract Holder’s obligation to repairAHG is not obligated to repair damages to screen walls, fences, cabinets, counter tops, or to pay any additional cost if the contract holder chooses to upgrade any item

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 $service feeTheir 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 days following that last repair and when I returned home the furnace was having the same issueThis 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 $copay per section 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?

Thank-you for giving AHG the opportunity to review the service history for [redacted] Please see the attachments for the factual summary of events and a related invoice of completed work.AHG and ALL of our service providers want to provide excellent service to our customers and we all stand behind the work/service provided Sincerely, AHG Home Warranty

AHG has requested pictures and we are more than happy to review all claims This customer declined the rust and corrosion coverage, and we sent the vendor that was requested

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 Nothing reasonable was said in the entire response from this businessThere is reason that this company has more than one name that they practice business underIt is simply due to the fact that they are so dishonest and unethical that they need to use two different names so it takes consumers longer to figure out who they are and how to avoid them in the futureMr [redacted] was rude, dishonest, and even had the nerve to play the victim in this response, although not nearly as rude as he was in letters to my real estate investor associatesClearly Mr [redacted] could use some business ethics classes, professionalism education, and just simply some general etiquette classes, as demonstrated by his ignorant, dishonest, and disrespectful responseSomeone should teach this jerk that the customer is always rightThat is how you run a business, maintain a business, and gain customers by word of mouthOr, you could simply run a company under two names, screw over as many people as possible, be dishonest, unethical, and lie your way to the endThat seems to be his choiceAHG and [redacted] are a jokeThey make a good living by screwing people overThey are not worth anyone's time, money, or spitA real business owner would contact the unhappy consumer and hear them out, regardless of whether or not he/she agreed with the complaint of the customerThe simple fact that he is unwilling to do even that, which is really the bare minimum in customer sales, shows the class of person he isIn his response letters to the real estate investors who have given him tons of business in the past, he stated that he would not provide me service unless they were going to give him the contracts that they had discussed in the pastThis is unethical in itselfHe also was incredibly rude to them to the point that they told him that they would never use his services againNice work! He obviously only cares about his walletI also read many of the existing complaints on this company and many had similar experiences to mine, and were unresolvedI even read about one that went to court and Mr [redacted] even refused to pay the judgment placed against him in the rulingWhat a class act this guy is, right? I also read a review of a former employee who stated that they were coached to lie to consumers and get them to purchase productsThen, when things went wrong they were always told that the issues were not coveredThe employee did some investigating and found that the "contracted" employees who do the inspection to see if issues are covered were not even licensed contractorsThey were simply handymen that you could hire from [redacted] What a jokeI have since lost my tenant due to the lack of services from AHG and have been forced to pay for months of rent out of pocket on my investment propertyI had excellent tenants that simply left as AHG dropped the ball againThey went without a way to do laundry for almost monthsAHG wants to be paid for all of the times that they sent some unqualified it out to a property to say that the issues are not coveredNothing is ever covered by AHGThen, I had to cover the repairs out of pocket, cancel the policy, and probably won't even get a refund as they claim I owe themFor what? They did nothing but cash my checksThen, I had to pay another $for a warranty through someone elseThey should be shut down and taught some manners Regards, [redacted] ***

AHG is happy to provide clarification of the settlement of this claim to the Revdex.com, as we have done with the customer Please see the attached copy of the signed contract that outlines all of the contract terms that were agreed to at time of purchase.Please see section where is states that AHG reserves the right to issue cash buyouts based on the age of the item (industry standard for all insurance/home warranties) In this case, AHG took extra precaution and called the manufacture: GE customer service at ###-###-#### ( RepCurtis) confirmed the dishwasher has the manufactured date of 9/26/(the dishwasher is over years old-- double the "normal" life expectancy AHG basis all cash buyouts based on the cost for us to replace items with a maximum of 50% deprecation