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Description

This company provides home and extended warranties.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that American Home Guardian, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that lowered the rating for American Home Guardian, Inc. include:

  • 39 complaint(s) filed against business

Factors that raised the rating for American Home Guardian, Inc. include:

  • Length of time business has been operating
  • Response to 39 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

39 complaints closed with BBB in last 3 years | 7 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 5
Billing/Collection Issues 3
Delivery Issues 0
Guarantee/Warranty Issues 9
Problems with Product/Service 22
Total Closed Complaints 39

Customer Reviews Summary Read customer reviews

32 Customer Reviews on American Home Guardian, Inc.
Customer Experience Total Customer Reviews
Positive Experience 14
Neutral Experience 1
Negative Experience 17
Total Customer Reviews 32

Additional Information

BBB file opened: March 29, 2004 Business started: 01/01/2003 in AZ Business incorporated 06/01/2003 in AZ
Type of Entity

Corporation

Business Management
Mr. Chad Forbush, President
Contact Information
Principal: Mr. Chad Forbush, President
Business Category

Home Warranty Plans

Alternate Business Names
Sonoran Home Protection
Industry Tips
Home Warranty Plans

Customer Review Rating plus BBB Rating Summary

American Home Guardian, Inc. has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A-.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 1839 S. Alma School Road #350

    Mesa, AZ 85210

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

7/31/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 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 ****, 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 ****** answered my call. She had me check my span folder and inbox when I realized that **** 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. ****** 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 ****** 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. ****** 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, ****** 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 **** 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 **** 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. **** 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 ****** cut that check I will have her call you in the morning. Next morning no call, so I decided to call them, and neither **** or ****** 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 **** 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 BBB'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.

******** I provided the section of the contract above because (as stated), this valued customer advised/reported to us thant a plumbing issue existed before
the 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 1839 South Alma School Road, Suite #350, 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 to
dispatch a second contractor. In addition, the Contract Holder is obligated to perform all manufacturer recommended preventative maintenance or necessary
cleaning 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: 1-866-710-3700 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 to
contact 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 all
reasonable 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 require
additional 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 of
the 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 AHG
when 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 bbb 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 this
valued customer.

If AHG can be of assistance in anyway -- PLEASE LET US KNOW.  We are 100% willing to help... that is what we do!

12/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 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 ***** 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 ****** ******, 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 ****** 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.

10/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 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 bbb about this.

Please be advised that yesterday was a postal holiday-- and there was no mail delivery.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, 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,
******** *******

10/17/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: 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, ****** 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 *****, **** ***** and *****.  This valued customer selected the **** ***** 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: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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,
***** *******

10/11/2014 Guarantee/Warranty Issues
9/22/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: 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: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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, ****, 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.

**** 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. ***** ****** 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? **** 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 ****.
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 **** 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.

9/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

Desired Settlement: REINBURSE US FOR THE WARANTIED FAN THAT WAS TECHNICALLY OUR PROPERTYONCE THEY CLOSED OUT THE INVOICE.

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

Consumer Response: Better Business Bureau:

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

Business was paid an additional $65 to install a  new  fan we purchased. They then proceeded to demand return of the previous fan covered under our warranty. Basically they took a fan that was rightfully ours.

Regards,

****** *******

Business Response: this valued customer did not pay for 1.5 hrs labor

7/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My home warranty contract with American Home Guardian (AHG) includes reimbursement for a seasonal check on my air conditioning system (up to $60). I had a seasonal check completed on my system on April 8, 2014, and submitted a claim to AHG for reimbursement the same day (via eMail). On June 16, 2014, I sent a request to AHG (via email) requesting status of my reimbursement from which I received no reply. On June 19, 2014, I called AHG and spoke to Ms. ****** **** who advised she would have to check with another department to determine the status of my reimbursement, she sent an email to the AHG accounting department requesting they contact me and provide a status of my claim. Having heard nothing from the AHG accounting department, I sent a follow-up email to Ms. **** on June 30, 2014, again asking for assistance in obtaining a status of my reimbursement claim. Ms. **** sent me an email in response to my request the same day (June 30) in which she stated she elevated the matter to the company president who she said had "instructed accounting to mail the check first thing tomorrow" (7/1). Ms **** also stated she would double check to be sure accounting got the order to mail the check. As of today, July 12, 2014, I have not received reimbursement nor has anyone contacted me since June 30 when I was advised a check would be mailed the next day.

Desired Settlement: I simply what AHG to live up to the contract I have with them to reimburse me for the seasonal check I had on my air conditioning system. My submitted claim was for $49.95.

Business Response: AHG submitted payment to this valued customer 15 days ago.

I have asked ****** to call the customer and verify the address.

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

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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 contacted me today to verify my mailing address.  They had the correct address.  Payment as of this date has not be received, nor has the issue been resolved.

Thank You.

*** *********

6/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 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 *** *** ***** *** *********** *** ******* ***** ****** ** **** ******* ** *****..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 ***** *** ***** ********* ** ********** *****....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 ******* *** *** *** *** ******** ****...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 ******* *** 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 ..******* from (******* ***)....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 ******* *** has quoted me approx 5000.00 to repair and replace what is needed to be done so everything will work perfectly on both units.......******* from ******* *** 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...***** *** 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 ******* *** 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

6/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a contract with American home guardian they installed a water heater and since the install my hot water spits like there air in the system. They came out and said it wasn’t’ the water heater but the pressure of the incoming water from the water department, now mind you I did not have this problem before the install of the new water heater. I had the water company come out and check it for me, I then call American home guardian back and told what they had said, (there was no problem with the pressure). I call American home guardian back and tell them as expected they didn’t believe me so they can the water department and they told them the exact same thing, no problem with the water pressure. So I wait to hear back from American home guardian didn’t hear for a week and now they tell I didn't have a plumber come and check the pressure,(hum whose better suited to this I would think the water department). So needless to say I have to go this route to get the problem resolved. On a second note the water they replace had a energy rating of $350 a year and the new one is at $567 that’s over $200 a year more for a water heater that does not work.

Desired Settlement: I want the water heater or the problem they created fixed and the right energy rated water heater

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



Order Information

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

Order Number: P.O. Number:

Customer ID: ***** Invoice Number: **********

Billing Information Shipping Information

******* ****

**** ** ******** *** *** ****** ** *****


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

*************** ******* ****
**** ** ******** *** *** ****** ** *****

Shipping: 0.00

Tax: 0.00

Total: USD 55.00



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

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

10. Water Heater: †
10.1 COVERED ITEMS: Repair of one (1) natural gas or electric water
heater, including the water tank, thermostat assembly, heating elements,
burner assembly, all valves and pipes, and electrical or gas supply to
the water heater.

10.2 NOT COVERED ITEMS: Tankless water heating systems, point of use
water heating systems, propane water heaters, steam circulating systems,
timers and all related wiring or controls; Sediment or mineral
deposits; Annual maintenance or cleaning; Solar heating systems of any
kind; All external holding or expansion tanks; Recirculating pumps and
all related plumbing or wiring; Plumbing insulation or tank blankets;
Noise or sound(s) caused by water movement, sediment, mineral deposits
or water hammer; Failures caused by rust or corrosion;
Moving debris or storage items to gain access to the water heater; Haul away or removal of a failed water heater.
10.3 Five Star Upgrade Covers: Failure related to sediment or mineral
deposits, rusted tanks, recirculating pump, Tankless water heating
systems and haul away. In the event of water heater replacement $150.00
will be applied towards correcting code violations, installation of
seismic restraints and permits if required. ††



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

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

Job Summary Comments:

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

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

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

***************see comments from tech onsite below*************

5/15/14 3:11- from shs- the tech called while on site and informed me
that the issue is not w/ the water heater, the tech was not able to
duplicate the problem and the tech turned on several faucets in the
home- the tech checked the water pressure and noticed that the pressure
is too high the pressure is at 85 pfi and it should be between 40- 60
pfi- there is no pressure regulator at the home and the tech recommended
installing one (shs provided a quote) the owner declined offer and
refused to pay for the sf - SF IS DUE SINCE THIS IS NOT A RECALL-

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


5/15/14 @ 4:07 - AHG CONTACTED PIMA WATER SERVICE AND ASKED WHAT THE CORRECT PSI IS, BEING
THAT JUAN MEASURED IT 85, PIMA WATER SERVICES SAYS THAT THE HOUSE PSI
SHOULD NOT EXCEED 80PSI, SAM SPEED (PIMA WATER SERVICES) WILL CALL US
BACK AS HE IS GOING TO CHECK THIS HOUSES PSI ON 5/16/14 AND LET OUR
OFFICE KNOW, SO WE CAN FIND OUT IF OUR TECH IS RIGHT OR NOT? -SH

5/23/14 11*35- FROM SHS- Called the owner to follow up and collect the
sf since this was NOT A RECALL- there was no answer at 4xx-xxx-9561- i
lvm- will follow up again- placed the policy in caution to stop any
further wo's going out bc the owner owes a sf- unless proven
otherwise-ya

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

5/28/14 10*26- from shs- the owner ******* called and was irate from the
beginning- owner was cursing an yelling the entire conversation- he
stated that the water company informed him that the pressure in the home
is ok and that the issue is the water heater. he does not have any
documentation to prove otherwise. the owner is demanding that shs go to
the home to fix the problem- shs is stating that the problem is the
water pressure in the home- ya

To conclude-- We have confirmed that all work provided by AHG and our service team is correct-- Issues starting 2 months after a repair that are unrelated require an additional service fee.  We have confirmed the Regulator/back flow components are missing at this home and the homeowner refuses to correct the issue.  THe warranty does not provide coverage for items that are not present.  If this Value customer wants to correct the issue that they are having they must control the plumbing pressure and the direction of water flow in the home.  AHG will not dispatch any more plumbing calls until this action is taken
As far as the power consumption issue goes-- rating tables on units for many, many, many years ago do not apply to new units-- Power costs are not the same as they were 1981.

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

Have a great day!





 

Consumer Response: Better Business Bureau:

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


I never complain about a water leak I called
regarding the water heater was leaking not a water leak not sure what there
doing but there response is incorrect and waiting for repairs.
 

I will not accept anything except but
complete resolution of the problem they created.

Regards,

******* ****

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

Thanks

5/31/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: 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# (************) (covered property: ***** **** ****** ***** ******* ** ****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 ********* selected a monthly payment policy that has a minimum term requirement of 1 year (365 days).  Mr. ********* 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 ********* indicating he would get back to us... he never did.

March 21, 2013 at 7:00am (A MONTH LATTER)-- Mr ********* 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. ********* is wanting to cancel again.  AHG will accept this BBB 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 ********* 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. ********* is referring to is an inquiry to service items that are outside the home and/or not listed in the contract as covered items.

4/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I would like to file a complaint against American Home Guardian Home Warranty Services in Mesa. I purchased my Home Warranty policy in January. I contacted the company Feb 10 for an issue with the dishwasher - which is covered under the policy. They hemmed and hawed around so long I got it to work myself. I then called again on March 23 and placed an order for service. They did not call me back. I called them late on the afternoon of March 23 and paid the 55.00 for a service call. They said a technician would be in touch within 48 hours since I initially requested the service call during weekend hours upon processing of the payment. A technician called me back that afternoon and we scheduled a visit for him to come out to my home on March 24th at 5:00 - and he did. He worked on the dishwasher for at least 2 hours.... He told us the dishwasher was on its last leg - that the motor was shot - that it wasn't getting the water that it needed to clean the dishes. He jimmied it around to where he thought it would work. It ran one cycle while he was there. He said he would have to call in to AHG the following day and tell them what he had told us that he recommended replacement. On April 2/3 I sent another email via their web site asking for assistance, decision to attempt to repair again, replacement or SOMETHING. I have been calling and calling and get put on hold and told via an automated line to file a service order on line. I have already paid the 55.00 - if I put in another request it will be another 55.00.

Desired Settlement: My dishwasher is still not working and it is now growing mold inside of it....that is a health and safety issue. We paid 399.00 for a contract that is of no use...HELP please. I am attaching a copy of the contract that they have failed to live up to - they are not available 24/7 and they do not stand behind their contact.

Business Response: As indicated in the complaint-- the report AHG received was that the appliance was repaired/working and Authorization was given on 3/27/14 to the repairing contractor.

AHG did not receive any communication on April 2/3 from this valued customer.  We track and save all web site communications and there is no record of any attempt to email us on either of the days indicated.

"last-leg" is a subjective phrase-- We prefer to use working or not working.  Again, we were advised that when the tech left the appliance was working.

We did receive an email from the website yesterday from this valued customer that said she choose to purchase a new dishwasher... and that is the homeowners right.  However, in fairness-- We had no indication it was not working again because this customer did not communicate with us.

AHG is happy to resolve any/all issues for covered items-- but we do need to be aware of them to offer assistance.


Consumer Response: Better Business Bureau:

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

[Provide details of why you are not satisfied with this resolution.]  The companies website does not allow the customer to save copies of the email submission therefore it is my word against them.  I can assure you that I will do everything in my power to ensure my displeasure with this company is well known to all future homeowners in not only the metro Austin Texas area as well as the Fort Hood area.  Since Fort Hood is the largest military installation in the world with soldiers moving into the area every day of the year I will ensure I warn them to stay away from this company.

Regards,

***** ***********

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

2/6/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: 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, **** ** **** ****** *** ***** ***** ** *****.

I hope this valued customer has a very nice day!

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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 BBB. ]

Regards,

***** ***

 

11/10/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company is a fraud as they will not honor warranty. THey said there was no one that could come out for at least a month and that they only had one repair guy in all of austin and he was a momth out as well.

Desired Settlement: They need to refund the $44 monthly premium as they are not fulfilling their contract

Business Response: With all due respect... AHG does have service providers in this area.  The issue here is that this Valued Customer has been very ... lets just say difficult and unprofessional with them.  They have refused to service him because of they way he treats people that are trying to help him. 

Per section 5 of the contract -- If AHG cannot accommodate a customer for whatever reason, they are given the opportunity to contract a contractor of their choice and submit for reimbursement per the repayment terms of the contract.  This has been offered on more than one occasion.

AHG requests that in the future this valued customer tell the whole story.  AHG has bent over backwards to accommodate this customer and he has refused the service.  It is impossible to "pin-point" the exact time a contractor will arrive at your home.  All service providers that do home repairs provide 2 to 4 hour arrival windows.  Most contractors will give a courtesy call when they are in route... but this was not good enough for this valued customer.

There is no conceivable way AHG can be viewed as non-supportive and/or there is no part of the contract we have not followed.  This complaint cannot be listed as a negitive on AHG's BBB record.

If this valued customer wants the service fee refunded, we will cancel the reimbursement request and the item in question will be excluded from future coverage.  We just need this valued customer to indicate exactly what he wants us to do in writing.

Thank-you, and HAVE A GREAT DAY!

10/12/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: 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,
****

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.

9/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 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: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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,

****** *******

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

9/10/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a home warranty from American Home Gordian. I paid for a full year right away. I placed a service call for a ** Oven that is well maintained. I paid the service call fees and few days later a repairman came by and examined the oven and recommended replacing a part. Ten days later, I did not hear from the local repair company nor from American Home Guardian. When I contacted AHG to follow up, I was informed that the oven is too expensive to repair and will be paid $ 143 only. . So, AHG will not repair the Oven nor replaced it. Instead AHG will pay " the fair Market value" for it. This clause is indeed in the contract. However, " the fair Market value" for an appliance is a subjective term. The oven is in good shape.

Desired Settlement: I thought my home is covered. Apparently, based on AHG interpretation for the contract I barely have any coverage. This clause in the contract could be used for any appliance in the house and subsequently AHG will basically cover nothing. I would like any one of these options fix the oven, or replaced it, or a full refund without losing the 15% processing fees.

Business Response: Thank-you for the opportunity to illustrate coverage.  As this Valued customer knows -- AHG bases coverage off of builder standard grade appliances and they are depreciated based on useful life as indicated by a 3rd party (The Association of Home Appliance Manufacturers).  This is all very clearly spelled out in section 2 and 12 of the contract.  This Valued customer has indicated that service has been rendered and buyout offered.  AHG and the customer are required to go by the contract. . . . if this valued customer would like to cancel, that is obviously their right.  and we would hate to see them go.  However, in order for them to cancel they need to mail the request to **** ** **** ****** *** ***** ***** ** *****. There will not be a 100% refund.  AHG Has honored all facets of the contract and again, claims have been filed and service has been rendered.

Thank-you and have a nice day

Consumer Response:

Better Business Bureau:

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

AHG followed its deceptively crafted contract. A claim was filled, a $55 service call was paid, and AHG service was to send a check for $143 to be processed after 30 days. This is not a home warranty coverage. This looks like scam coverage.


Incidentally, my neighbor with identical oven ( same age, same brand, same builder) was given a  replacement oven by ******** **** ******. Yes, AHG followed its contract in this incident which is not consistent with industry norms.

The main point is AHG provides virtually no coverage. It relies on terms in the carefully worded contract to avoid providing any meaningful coverage that it claims on its website. This deceptive business model needs to be addressed by the BBB to protect unsuspected consumers like me. It is legal, but deceptive.

So, had my home been insured with ******** **** ******, I would not be writing this complaint. A I am happy customer ? definitely No.

Regards,

***** ****

 

 

Business Response: AHG respectfully requests that exact examples of where the contract was not followed be provided.  When doing this, please reference the contract section #.

We have no knowledge of this valued customers neighbors experience so we cannot comment.

If any item can be identified that we have not delivered exactly what we said we would, I will see to it that the corrective action is taken at once.

We sincerely what this customer to know we want to make them happy per the terms of the contract.

Thank-you

 


Consumer Response:

Better Business Bureau:

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


AHG keeps referring to the contract. The problem is embodied in the deceptively crafted contract.  In fact the whole business model seems to be  deceptive based on this contract. The actual coverage provided after applying the terms of the contract is a world away from the coverage AHG promises on its website and ommercials.
At the end,  AHG promises something and delivers something else.  

Addressing AHG’s question  “If any item can be identified that we have not delivered exactly what we said we would”. Simply stated, AHG promised Home
warranty coverage and delivered anything but meaningful coverage. 

I am definitely not a happy customer.

Regards,

***** ****

 

 

9/10/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We had the sellers of our current house purchase a home warranty as part of the bargaining price of the house. It also gave us an assurance that the appliances would have a warranty as they were all several years old. I contacted ******** **** ****** a few weeks ago asking for warranty coverage for our dishwasher and oven. The ********** dishwasher does not get all of the dishes clean and sometimes the dishwasher soap packs do not fully dissolve, leaving a sticky gooey mess. The ** Profile oven has had problems with sparks coming out of one stove top burner, when turning on a different burner. The oven thermometer is off by at least 10 to 15 degrees. I asked for both to be fixed at the same time if possible. I was informed that the dishwasher would not be covered per an email from ****** ****, Service Coordinator. Per section 12.3 and 13.1 of our policy the dishwasher request could not be processed. (Email dated July 25, 2013.) The information we received at the closing on the house, as well as when I selected this company from their website information stated the dishwasher would be covered. So I asked for a refund of the policy so that we could use the money from the policy to pay for the service fee and cost of repairs for both appliances. Email from me to ****** **** on July 26, 2013. I gave the company ten business days to complete my request, but I have not heard anything, nor have I received a refund.

Desired Settlement: I would like a full refund, since this company provides one statement regarding the policy coverage at the close of escrow and then changes the actual policy, once it is actually available for use.

Business Response: As all parties involved know-  A home warranty is a contract.  AHG has provided copies of the contract to this valued customer on January 30th.  Included with the contract there was a letter that advises homeowners to read the contract and we specifically address the need to purchase the correct coverage for the appliances in your home.  In this case, this customer ignored all communication from AHG and now, 7.5 months latter is upset because they did not purchase the coverage they needed.  This is exactly like being upset at ********* because you paid for a cheeseburger and they did not give you the fries and drink for free... Furthermore, this customer did not become upset until they were 70% complete with the meal.

AHG values the business of this customer and we will offer them the opportunity to complete the repairs, submit an invoice from a licensed contractor and then they can purchase the correct coverage.  Section 2.5 of our contract requires all items to be is safe correct working order when coverage starts.  If this valued customer would like a referral to a trustworthy contractor AHG will be more that happy to offer assistance.

We very much want to keep this customer and make them happy within the terms of the contract.  If this is not possible, this valued customer will need to submit cancellation in writing to **** ** **** ****** *** ***** ***** ** *****  per section 7 of the contract.   Cancellation fees and usage will apply per the contract.  AHG will not be issuing a 100% refund. . .

Again, AHG advised this valued customer in writing to read the contract and we gave them 2 weeks to add the additional coverage if it was required for their home... it was declined. 

We want to take good care of this customer per the terms of the contract that both AHG and the customer are required to follow.

I hope we can resolve this issue and more forward together. 
 

Consumer Response:

Better Business Bureau:

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


This company is guilty of bait and switch.  According to the attached letter we received for our closing, our appliances were covered.  On the website and on paper this is called "the bait".  Then AHG sent a contract that suddenly excluded appliances.  But for an additional fee, several weeks later, they are willing to actually cover said appliances for additional  money.  This is known as "the switch.". They also dated the start date to begin while the home still belonged to someone else.  This coverage then ends a week early for us.  

This company received the twelve month contract by providing false information on their website and in the confirmation letter.  If we had known that this is how they "provide coverage" we would not have purchased the home warranty from this business.

It is similar to buying a Big Mac and then finding out that the price did not include the special sauce, lettuce, cheese, pickles, and onions.  But the good news is ********* does not use bait and switch tactics for the products and services they provide.

Regards,

***** *** ***** ******

 

Business Response: AHG would like to remind this valued customer that we provided all details about this very issue in a welcome letter that contained detailed instructions about appliance coverage.  I am not sure how we could have been more forthright.  We also provided a reasonable amount of time for review and a window to make changes to their contract (2 weeks).

I have also confirmed that we did reach out to this customer and offer assistance.  I have also had lengthy discussions with the office staff about this complaint.

AHG offers 4 plans to choose from and 16 possible upgrades.  The reason we do this is so that people can pick-and-choose the coverage they want/need and to make it possible for customers to not pay for coverage they don't need.  This is not a deceptive or "bait and switch" business practice". . . most customer are happy to save money and not have to pay for coverage they dont need.

Section 3.1 of the contract is very clear, it states:  it is the contract holders 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 and a toll free number is provided.

It was never our/my intent to upset this customer by using a cheeseburger example.  I was only searching for ways to relate.  Please accept my apology.

 

Consumer Response:

Better Business Bureau:

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


We do not want the  current contract, nor do we want to pay for additional coverage.   We will not use any service recommended by AHG as we feel they will have the same business practices.  Please send us a refund.  Your company does not provide the services as listed on your website and in the confirmation letter.

So much for another advertising slogan on your website, "Home warranties you can trust"

Regards,

***** *** ***** ******

 

8/20/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Jan.4-2013 I closed on a home purchase and uptained home warrenty coverage through American Home Guaridian, a home warrenty company which had been recomended by our realator, amount of policy was $629.00 this coverage was to cover any damage THAT HAD NOT BEEN ON THE INSPECTION REPORT prier to the home purchase. I was told by Mr. ****** ****** through e-mails and phone calls that I needed an authorization number for any repairs that needed to be done to the home. On Jan.21-2013 Mr. ****** sent in an e-mail an authorization form and an authorization number to have bathroom leak repairs done to my home. I was told in a phone conversation that because of my location that there were no service professionals in my area to contact a plumber myself, which I did, I was also told that I was to pay for such repairs and then send in the authorization form along with the invoice of work completed. I sent in the forms with an authorization number and have not been reimbursed to my satisfaction. After many phone calls between myself, my wife and Mr. ****** I was able to be reimbursed $195.00 this was not what I had expected, after many more phone conversations with Mr. ****** and the sales rep. for the company I was also sent an additional check for $197.97. The repairs cost aproximately $1500.00. I was told this was all the company would pay for the repairs. What I dont understand if I filled out the forms wrong or didnt have the proper authorization number than why was I paid anything? This company took my poayment of $629.00 for home repair coverage and is NOT providing coverage. I would like to be reimbursed the proper amount for the repairs that I had been given AUTHORIZATION to have done. Thank you, **** ******

Desired Settlement: I would like the propeer reimbursement

Business Response: the scope of what the customer approved and paid for included items that are not covered by the AHG.  This Valued Customers has been advised several times that they are seeking reimbursement from the wrong insurance company.  The repairs will be covered by their homeonwers insurance.

Here is an example to further help with the understanding-- Customers do not submit Auto insurance claims to their Health insurance company. . .   AHG provides mechanical system coverage.  We do not cover paint, drywall, water/flood, fire, smoke, or weather related damage.  All of these claims need to be sent to the home owners insurance.  This is detailed in section 3 and 4 of the contract.

AHG always offers assistance-- if this customer can site and exact section # that they feel was not address and compensated for we will review this again.



 

Consumer Response:

Better Business Bureau:

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

AHG does cover plumbing leaks which was the problem. Their insurance on buying a new house is to cover issues that are not found by the inspection when the house is bought but show up within the first year after you move in. Our inspection did not find a leak in the 2nd floor bathroom that was coming through the first floor ceiling. Upon filing the claim, they said they would send people out to fix it. Later they came back and said they had no one in the area, so  we were told we should get licensed contractors to do the job and we would be reimbursed by the reciepts. Let me reiterate that we were told it would be covered ( even given an authorization number) and to have it fixed by licensed contractors. The job itself entailed tearing out a ceiling to get to the plumbing, fixing the plumbing issue and putting back the ceiling. When I discussed with AHG's reperesentative he knew what the job entailed and I even agreed to paint it myself which I did. After having it fixed, I submitted the reciepts to the company (reciepts totalled close to $1500) the companys idea of reimbursement was to offer me approximately $200, after arguing with them at length they offered me an extra $200. That does not even come close to their responsibility in the matter. I'm sure the majority of houses don't have these problems cause most problems are found during the inspections. Unfortuanatley for both parties, ours is not in the majority and instead of being able to pocket our cash  we paid for the policy, AHG actually has to pay out some money cause there was  an issue. That is the business they are in, insuring new homes against these issues. I have copies of all reciepts, emails between company and myself, home inspection report and company paper work and will be more than happy to provide any or all of the above.

**** ******


 

 

Business Response: AHG is very sorry this Valued Customer still does not understand that the root cause of the problem is what is covered by the Home Warranty Contract. . . AND THIS IS WHAT AHG HAS PAID $447.97 FOR.

As this Valued Customer has been advised several times-- THEY MUST FILE A CLAIM WITH THEIR HOMEOWNERS INSURANCE for the balance.  This Valued Customer's Home Owners Insurance will pay for all consequential damage. This is very clearly documented in section 6 and 3 of the contract.

AHG is very happy we could offer assistance per the terms of our contract.  We have paid this claim in full.  it is now upto this customer to seek reimbursement for items outside of our scope of coverage with their other insurance providers.

AHG will not take any further action-- in our view we have over compensated this customer to make them happy.  This is a classic example of no good deed goes unpunished.

Consumer Response:

Better Business Bureau:

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

Hello,


     I don't know where they are getting $447.97 because that is not true. I recieved check for 195.00 and was told that was all they would cover but after enough complaining and going up the ladder I was then told they would send another check. I recieved the second check for $197.97. That is $392.97 total. Please see attached pdf AHG checks file.  My homeowners insurance is not responsible for this. My Homeowners insurance carries a $1600 deductable. This is why people purchase these warranties from warranty companies. I will refer you to AHG1 pdf file section 9.1 plumbing covered issues, it clearly states $1000 of coverage per occurence for repairs related to all leaks or breaks in water, drain, vent or gas pipes including:Toilet tanks and  bowls, all pipes, traps, risers, diverter valves, angle stops, rubber or wax seals, plumbing blockage removal, 1/2 horse power sump pump or smaller. My plumbing issue clearly falls under this. This page was taken straight from my AHG paperwork and I will gladly supply the rest if needed. I will also refer you to the AHG2 pdf  the order confirmation. You can clearly see under covered items it lists Plumbing Pipe leak repair. I would also refer you to the AHG Emails file where you can see where we were given an approval number. First they say we are only entiltled to $195.00 , then they come back and say we are entiltled to an additional 197.97. Now all of a suddent it is my homowner insurance problem. They are clearly trying to get out of paying the amount they are responsible for and as you can see that is $1000. It is not my home insurance companies problem if that were the case no one would need to buy these warranties because they would just file with the Insurance and not spend the extra money for non needed warranty. My home insurance company said the same thing. This issue is the the exact reason why you buy warranties, to cover things that go bad after you buy the house that were not listed on the inspection. Attached to the emails pdf is also reciepts for work done. You can clearly see this issue falls under being covered because they authorized a fix and paid out on it.  You can clearly see that plumbing issues are covered up to $1000 and we had one. I paid them when they wanted my money and were acting all honest. I am sorry this happened , I didn't want the leak but they can keep up their end of the deal. I am starting with the BBB but I am certainly not done.

Regards,

**** ******


 

 

8/11/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Contract #***********, I've had two claims with AHG. Each time, while they advertise full replacement for items that can't be repaired, they've denied the cost for the repair of the item authorizing a fraction of the contractor's estimated cost. I put in a claim for a microwave on December 18th. The least expensive model of similar size or functions is $225. This doesnt include installation. AHG offered $115 cash or $150***** gift card. I called in a claim March 18th for a garage door opener repair. After repeat visits for which I've had to take off work I was informed by the contractor that the opener needs replacing and that AHG offered $150 for which the replacement will cost $200. He advised that AHG is not budging on the authorization. I was informed that to cancel this "service" I'd need to pay out the contract which is approx $240 plus an additional penalty. This company is the worst excuse for a home warranty service ever.

Desired Settlement: I want them to replace the garage door opener at no additional costs to me as I made my co-pay in March and also have lost wages for 4 unproductive visits by the repair company to my home. I want them to cancel my home warranty contract without requirimg the $240 or additional fees.

Business Response: Contract #*********** is not an AHG contract????? not sure what to do with this.

This Valued Customer needs to provide an AHG policy number and the exact sections of the contract they would like us to clarify.

As always-- We are happy to help per the terms of the contract.

Consumer Response:

Better Business Bureau:

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

[Provide details of why you are not satisfied with this resolution.]

Regards,

***** **************


Response is being emailed. 3-20-13 a call was dispatched to several contractors in our network.  First Available was Sears.  When the tech arrived the diagnostic was a control board, AHG approved the repair and the job was complete.4-16-13 a possible recall was dispatched.  This time when the tech arrived he said that the motor was bad.  This is not the same repair and the failure is not related to the first repair.  As this Valued Customer is very much aware, the parts were ordered and they have a service appointment to complete the repair on Monday. At this point I am confused how this Valued Customer thinks AHG and Sears have not accommodated them per the terms of the contract. We have approved 2 unrelated repairs and the work will be completed Monday.  AHG has no control over how long it takes to get parts.  As we said before-- If this valued customer will identify exactly were in the contract AHG has not delivered what we said we would do-- we will be happy to address it and resolve all concerns.

Business Response: Again-- We need this valued customer will identify exactly were in the
contract AHG has not delivered what we said we would do-- we will be
happy to address it and resolve all concerns.

To refresh --

3-20-13 a call was dispatched to several contractors in our
network.  First Available was*****.  When the tech arrived the
diagnostic was a control board, AHG approved the repair and the job was
complete.
4-16-13 a possible recall was dispatched.  This time when
the tech arrived he said that the motor was bad.  This is not the same
repair and the failure is not related to the first repair.  As this
Valued Customer is very much aware, the parts were ordered and they have
a service appointment to complete the repair on Monday. 

I remain confused how this Valued Customer thinks AHG and ***** have
not accommodated them per the terms of the contract. . . . And this issue has been resolved for 5 months.

8/5/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am requesting cancellation of Home Warranty Policy HW-************ due to failure of AHG to provide requested service. I am also requesting that AHG waive the 15% Administrative Handling Fee referenced in section 7.2 of the contract, since this request for cancellation is due to their failure to provide requested service. On December 3, 2012 I contacted AHG to request service to repair the diverter valve on my swimming pool, which was covered by my policy. I was told that I would hear from a service provider within 4 hours. Two days later (December 5, 2012) I contacted AHG to find out why I had not been contacted. I was told by the lady on the phone that the Manager had sent "them" (pool repair company) an email and they had not responded. She asked if I would wait why she tried to contact "them". After a few minutes she came back on and said that "they" did not answer the phone. She then told me that AHG would have to find an alternate service company, and asked me if I had any recommendations. I gave her the name of Clear Advantage Pool Care, who AHG had sent out for prior repairs. I was told that I would hear back from AHG or a pool repair company by the next day (December 6, 2012). I never heard from AHG or a pool company after that. I repaired the valve myself. I sent a letter on january 6, 2013 to AHG requesting cancellation of the policy with the refund amount prorated per the contract. I sent this letter to AHG via their email form on their website, and copied **** ****** (Houston Metro Area member of Executive Sales Team), per information also available on their website. I never heard back from AHG or Mr. ******. In April of this year, they sent a contract renewal for the home warranty policy. I am amazed that a home warranty company is unable to find a pool repair company in Houston, Texas. This is totally unacceptable service.

Desired Settlement: Because of their failure to provide service or an Authorization Number (as stated in Section 5.5 of the contract), I am requesting a prorated refund, as per Section 7.1 of the contract, calculated on the date they failed to provide service (December 3, 2012), and a waiver of the 15% Administrative Handling Fee since the request is due to their failure to provide contracted service.

Business Response: AHG upholds every facet of our contract without exception.  Customers are required to do the same.

AHG will accept this as written cancellation and refund will be per the terms of the contract

Consumer Response:

Better Business Bureau:

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

In early May I received a notice from the BBB that this complaint had been resolved.  I have waited 30 days for the requested refund from the company, and there has been no communication.  The company stated they would refund per the terms of the contract.  Since my request for cancellation, dated January 6, 2013, was linked to their failure to provide service on December 3, 2012, the refund should be provided from the date they failed to provide service, which would be $300, as stated in my original complaint. 

 

Please help to provide full resolution to this claim, not idle words as the company has provided to date.

 

Thank you

 

**** *****

************

 

***** ******** ***** ********* **  *****

 

Regards,

**** *****


 

 

Business Response: This value customer had 13 days left on the contract when he elected to cancel.  AHG will not wave any fees and there will not be a refund issued because it would cost more for the customer to cancel the value remaining on the contract.

We operate per a contract and it has been upheld.

 AHG has closed this issue as complete, per the contract and the customers request.

Thank-you and have a nice day. 

Consumer Response:

Better Business Bureau:

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

I did not have 13 days remaining when I made the request to cancel my contract (per the terms of the contract), I had 5 months remaining. I have attached copies of the requests made, both via the AHG website and to the Local member of the AHG sales team (name and contact found on the AHG website). AHG elected to ignore both of these requests, which caused me to file the complaint with the BBB. As the notes state very clearly, AHG failed to provide service for swimming pool repairs, as requested on December 3, 2012. I also clearly stated the terms/clause of the contract which was violated by AHG, resulting in my request for cancellation. I had also requested waiver of the 15% cancellation fee, but since AHG appears to be a company which hides behind contract terms, instead of providing quality customer service, I will accept the terms of the contract and remove that portion of my request, and only request the prorated refund (per the contract) based on my January 6, 2013 cancellatin request.

 I do not accept their statement that this complaint is closed.  They claim to operate per terms of the contract.  The contract does not state what method should be used to request cancellation, only that a request must be made.  Therefore, they must accept that the request for cancellation was properly sent on January 6, 2013 and provide a prorated refund, from that date.  That is the only acceptable closure of this complaint, based on failure to meet the terms of the contract on their part.

Regards,

**** *****

 

8/5/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased this warranty which stated they would repair or replace. My air conditioner failed. I called and paid the $50. service fee and they sent an A/C man out who determined my complete system needed to be replaced. Their web site states that if a unit is over 20 years old, which mine was, they would pay 1,200.00 toward the repair. AHG sent me a written offer of $400.00. This is clearly a deceptive trades and practices act on their part.

Desired Settlement: I want AHG to pay me $1200.00 as their policy states. It is deceptive to state they will pay that amount on replacement of a system 20 years or older then only offer $400.

Business Response: This valued customer is quoting contract text for 2012/2013 contracts.

This does not apply because the customer purchased their contract in 2011.

As this valued customer can see by looking all all of the details-- They also paid a much lower price for the contract.

AHG has provided copies of the contract they paid for on August 29, 2011.

AS ALWAYS-- AHG has upheld every aspect/facet of the contract this person purchased.  If this valued customer can show anywhere in the contract that was issued to them in 2011 AHG has not complied, I will be more than happy to rectify the issue at once.    In order to do this AHG will require this valued customer to reference the exact section of the contract. 

Again,  2012/2013 contracts DO NOT apply to purchases made in 2011... not sure why this is confusing.

I hope you have a nice day.

7/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 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 ****** ****** and I sent him over all the evidence. ****** 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 ****** 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 ****** 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 ****** ****** 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

7/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have sent numerous emails and left a voicemail message for the manager without responses. They advertise that they cover dishwashers, but when I submit a claim and they send a repairman they then say they don't pay for Samsung dishwasher repairs. They sent someone to perform seasonal HVAC servicing that did not complete the service and I have notified them numerous times without response. The repairman overcharged and they are aware of that also but I have not received a credit and have not had anyone else complete the service. I notified them in writing to cancel the warranty and they didn't respond. They charged me $65 for a $60 seasonal HVAC service for the second HVAC system. Because of the poor quality of the repairmen they have sent and the lack of communication and lack of resolution of issues, I want to cancel the warranty.

Desired Settlement: Refund of purchase price minus actual claim paid without a penalty. I would not cancel if they had honored the contract and provided the service they marketed.

Business Response: First things first.  WOW!  AHG is shocked that after all of the over communication we have done about coverage details that this customer claims that we do not honor our contract.  The fact of the matter is that indeed we do, this valued customer rejected the coverage that he is complaining about after being advised in writing of the need for it.  OUTRIGHT SHOCKING.

2nd, If you want a seasonal tune-up, the rate is $65 Please review our price list.  All of our pricing is published in all of our literature along with all of our contract terms.

This is a classic example of a customer wanting something for nothing and then making it the companies fault when the company will not give goods and services away.  There is no possible way that the actions of this customer should have any negative impact on the outstanding rating of AHG with the BBB.


Consumer Response: Better Business Bureau:

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

Regards,

******* ******


What is shocking is that a business would respond with this type of response! I see nothing that reflects professionalism or customer service and believe the quality and content of the response reflects the service that I've received from AHG. Having said that, my reason for rejecting the response is because it does not respond to my complaints or my request for a refund at all (and this also reflects the communication pattern of the company). Instead, it is defensive and confrontational. I continue to ask that I receive a refund, without penalty.

Business Response: As always we are happy to assist.

if this Valued customer will please provide copies of the emails that would be helpful in tracking the communication.

Also, as requested before-- we are asking that this Valued Customer please indicate exactly where in the contract and published literature that has been provided that we have not done exactly what we said we would do per the terms of the contract.

thanks!

Consumer Response: Better Business Bureau:

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

Regards,

******* ******


 I don't see a proposed action that would resolve the complaint and I don't see a response that addresses my original complaint. 
1. The company chose the individual to service my HVAC unit with the understanding that if they chose the provider the provider would be part of their network and accept the $60 allowance for services. The provider then charged me $65 instead of $60. I had purchased an additional HVAC service as an add-on to the policy and was charged $65 for service of both units, instead of the provider accepting the $60 that was contracted. The provider called AHG and was told that I owed the difference, although when I contacted AHG I was told they had overcharged and they were working with the provider to resolve the issue, but no resolution was achieved. AHG owes me $10 for item #1. 
2. AHG contracted the provider to complete a 16 point inspection on each HVAC unit. The provider that AHG sent did NOT provide the 16 point inspection and refused to go into the attic to perform the inspection. He said he only did that in the Fall and not in the Spring! I contacted AHG immediately and was told that they would make sure I received the service I paid for. I contacted them a number of times by both phone and email without response to this issue. I left a message for the supervisor to call me and he didn't return the call. I will now have to pay for HVAC service out of my pocket although I paid for it as part of the contract with AHG. This violates the terms of the contract and therefore I am asking for a refund of the full amount minus any actual claim other than HVAC service they can provide proof of. 
3. I have asked three times to cancel the contract and have not had this issue addressed to date. Although the contract states I can cancel at any time minus a $150 administrative fee, AHG has not addressed this issue. I don't believe I should pay the $150 administrative fee because they have violated the contract by not providing the HVAC services they were contracted to provide. 

Please refund my contract price minus any claims you can provide proof of paying WITHOUT the HVAC service, which you did not provide at the level you were contracted to provide. I must still pay for this out of my pocket and find a qualified and reliable professional to complete the service. 

If I am truly a "valued customer" then please address my concerns in a professional manner. It is far too late to do it in a timely manner as any company that truly valued my patronage would have already done.

6/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a home warranty in the event of a faulty appliance. The warranty was to repair (if possible) or to replace if "un-repairable. My dishwasher stopped working. I contacted AHG to have repaired. They sent someone out who detected the problem immediately due to flashing codes on the dishwasher. They left and said that AHG would be in touch with me about the repair options. I was contacted by AHG and informed that they didn't want to repair the dishwasher due to it being around 5+ years old. The options they gave me were clearly only to benefit them and not to take care of the customer and the faulty appliance. They offered to replace the unit with a basic low-end model dishwasher, that was not quiet, and did not match my set of stainless steel appliances. The other option they offered me was $140 credit (MINUS THE $50 DEDUCTIBLE I PAID FOR THE SERVICE CALL/REPAIR), which nets $90 dollars that they would apply towards a replacement unit. That's ********* I did not ask them to replace my unit, rather, the unit is fixable and I paid for a warranty plan to have this service of fixing it if I needed it. THIS COMPANY OPERATES UN-ETHICALLY. I just wish I would have looked on BBB before I selected this warranty company, as I can see that I am not the only consumer who has complaints with this business.

Desired Settlement: If they aren't going to operate ethically, I want a refund of the $550 I paid for their 1 year warranty services, and I will take my business elsewhere.

Business Response: AHG operates per the terms of a contract.  Please see sections 2.16, 12.1 and 12.2 that relate to this claim.

AHG has offered this valued customer all options per the contract.

With all "due respect"  AHG will no respond to profanity.

If this Valued Customer can find a section of the contract that has not been upheld, please reference that section of the contract and we will be happy to review the claim again in a professional manner.

Have a nice day.

6/18/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: 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 ****** ****** 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.

6/15/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: 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: Better Business Bureau: 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 ******* home services ***-***-**** contacted me and told me they would be out on May 15.

On May 15 a representative from a ******* 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 ******* 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 ******* home services once again once again I received the same message. The next day my wife contacted ******* 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 ******* home services checked into it.

After two days of waiting for ****** 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 ****** 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 ****** 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 ********** ** 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 ******* * 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:

****** * **********
**** ** ******** *** ******* ******** *****

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. 

6/12/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 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 BBB 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: Better Business Bureau:

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

In 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

6/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On March 20, 2013 at 4:33pm Policy Owner contacted AHG for a service request regarding the water heater. Authorization ******* with a Contractor with ****** ******** was assigned. The appointment for repair was scheduled for Monday March 25 from 9am-2pm. The contractor arrived and immediately informed the Homeowner (****** ******) of the following: (1) the heating element needed to be replaced and (2) the water heater did not have any power coming from the breaker panel. On March 25, I contacted AHG to place a service request regarding the electric panel. Authorization ******* with ******** ******** was assigned. The appointment for repair was scheduled for from 10am-2pm . The contractor arrived and informed the Homeowner of the following: (1) There were 3 breakers damaged that he took out, so he temporarily tied all of the electrical from those 3 breakers to existing ones. He informed the home owner that this was a temporary fix until a new box could be put in and that there would be breakers tripping due to overload. After the diagnosis from the contractor on March 25, I immediately contacted AHG who stated the electrical is covered, however, they had not received a diagnosis from the contractor. On March 26, I contacted AHG and spoke to ****** **** regarding the diagnosis from the contractor with ******** ********, she stated the contractor reported the breaker failed and a new panel box needed to be installed and currently he proposed the charges of $1024.00 and at this point I would be responsible for the $24 once the authorization department reviews the diagnosis. Then Ms. **** stated the claims department is having a hard time understanding how the panel needed to be replaced since other areas of the home still had power, so they requested that the contractor provide additional information and mentioned that they would like to see photos but the contractor was not able to provide a photo. I explained to Ms. **** my concern for the contractor piggy backing the (3) breaker connections to other breakers for fear of safety concerns and we really need to quickly get this repaired. As of the date of this letter being sent, I have yet to hear back from anyone from AHG about when the new box or breakers will be installed. Due to the fact that any time a major appliance is used the breakers trip, I have to pay for my tenant to do laundry at a Laundromat now. This is a very frustrating experience and needs to be resolved soon before I lose a tenant or have to escalate this issue to litigation. As requested by ****, On March 26, I provided Ms. **** an email regarding our recent phone conversation for the refrigerator repairs, electrical repairs, and the credit card charges. According to our credit card statement there have been unauthorized fees and charges that were administered throughout the year. I explained to Ms. **** that each warranty was paid in full at the time of purchase and there were additional fees that were unauthorized. According to the emails that were sent to Ms. **** and myself from **** **********i (Email 10)., he indicated these charges were to be removed/credited back to our account. I also explained to Ms. **** that according to our contract our repairs were authorized to receive the military discount at $44, however, we are being charged fees at $55. Currently we believed we have been overcharged approx $350 plus interest on our credit card. This matter is still unresolved! We do have email documentation to/from Ms. **** regarding these issues. I have attempted to speak to Mr. ****** ****** by leaving numerous voice messages, email addresses, and telephone contacts, however, he never responded to this matter.

Desired Settlement: Repair the electrical box.

Business Response: First,  An administrative item that we need to address first -- Complaint ******* and ******* are related and for the same person.  AHG is consolidating them into one and we are requesting that the bbb and the Valued Customer do the same.


When we set-up contracts in our system we have no choice, but to follow exactly what the customer tells us to do.  We also send letters with copies of all contracts that outline exactly what the customer requested
and how it will be paid.  On top of this, we still allow customers 2 weeks to make changes. 

Several months after the contracts were in place and after multiple claims were filed, it was brought to our attention that the customer wanted to change their contract(s).  Again, after they had been in place for several months (2 months on one contract and 3 months on another).  AHG honored this Valued Customers request and cancelled their monthly payments even though claims had been filed and processed. We did this because we were operating in good faith that this valued customer would provide payment for the amount that was due for the remainder of the term and to change the contracts (about $690.00 this figure is not exact).  Our sales manager, ****-- who is no longer with the company, had made several attempts to contact this customer and got no reply.  This left AHG "holding the bag" because we don't keep customer credit card information for obvious security reasons.   This payment needs to be made this week for AHG to move forward.  It is about 8 to 9 months past due and we will not take any action without it.  We  have done what we were asked to do.

In our contract it states that if a customer wants to take advantage of the Military Discount they need to provide documentation (see section 5.15 and 3.1).  As of today, this has never been provided, and will be required for any consideration on this issue.   Furthermore, as this Valued Customer, and the BBB knows, AHG is the only Home Warranty company in the nation that offers a Military Discount.  I think it is a down right shame that all companies don't offer the men and women that serve or have served our country some form of gratitude.  AHG does not have to do this, but the fact that we are alone on this in our industry should be viewed as just another example of just how much we care about our customers that we are fortunate enough to provide service for.   I would like to take this opportunity to say thank-you to this Valued Customer for their service.  My own child and several of my family members have served in every war in the past 75 years.  My family has lost 2 members in combat.  This discount is not something AHG takes lightly.  I hope we can call get on the same page here.

To bring this to resolution -- AHG wants to make this customer happy and we want to continue to provide service for this customer per the terms of a contract.  To demonstrate this, We will structure the contracts however they want going forward (not backward).   What we ask in return is that the balance due gets paid this week and the military documentation required per the contract is provided.  I am sure we all agree that this is a reasonable request and should solve all issues/concerns.

Our Customer service team has been trying to reach ****** to try and clear this matter up.  We are requesting that she call us at ###-###-#### between 8:00 and 4:00 m/f AZ Standard time to make the payment for the balance due.  When calling, please ask for Alesia.  This is the CSR that has all of the records.




6/4/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On March 26, I provided Ms. **** an email regarding our recent phone conversation the credit card charges. According to our credit card statement there have been unauthorized fees and charges that were administered throughout the year. I explained to Ms. **** that each warranty was paid in full at the time of purchase and there were additional fees that were unauthorized. According to the emails that were sent to Ms. **** and myself from **** *********** (Email 10)., he indicated these charges were to be removed/credited back to our account. I also explained to Ms. **** that according to our contract our repairs were authorized to receive the military discount at $44, however, we are being charged fees at $55. Currently we believed we have been overcharged approx $350 plus interest on our credit card. This matter is still unresolved! We do have email documentation regarding this issue. Below are the numerous emails to Ms. **** regarding these issues. I have attempted to speak to Mr. ****** ****** by leaving numerous voice messages, email addresses, and telephone contacts, however, he never responded to this matter. Emails documentation is available for review of this matter.

Desired Settlement: Refund to credit card.

Business Response:

After speaking to the vendor it was apparent that the breaker is not
able to supply sufficient power to the items linked on that circuit. The
homeowner would need to upgrade the sizes of the breakers by changing
out the panel (upgrading) the panel.**




I wanted to reply to this so it does not "fall thru the cracks" and be viewed as not responded to.

First,  An administrative item that we need to
address first -- Complaint ******* *** ******* are related and for the same
person.  AH* is consolidating them into one and we are requesting that the
bbb and the Valued Customer do the same.



I have addressed the issue that has been caused by lack of payment and what is required to get a the military discount that AH* is proud to offer in my previous reply.  So I will not do that again.  Bottom line, All accounts have to be current for coverage to apply.  I am very confident we can all agree on this with out further discussion.

Related to the electrical/water heater:   This valued customer was advised on 04/03/13 @ 2:50pm that the circuit and breakers were undersized for the items connected to them.  This customer was also provided the option to upgrade the system and apply the repair credit.  This issue is addressed in section 2.7 of the contract.  AH* has given approval as follows:

 change the bad breaker for the
water heater would be $130.00 (parts) + $130.00 Labor (2hrs total on
job/ticket) = $ 260.00 (repair credit) if using this vendor for upgrade/
replacement of the panel.  Customer and contractor have been advised to complete per homeowners request.



Replacement of the entire breaker box would be considered an upgrade and is
not covered by the policy as the cost of the repair is being taken into
account. The repair would not involve any code upgrades so that coverage
cannot be applied in this case. because it would be correcting the undersized issue.

Customer would be responsible for the difference in cost from the repair (breaker) vs (replacement) panel

Again, all this info has been provided and communicated by both AH* and The contractor.  This valued customer needs to make a decision and we will proceed when all accounts are current.




5/22/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: American Home Guardian was pretty quick charging my credit card $758, the full amount of premium for 2 houses but never sent me the policy. When I called to report a problem with my A/C, the Service Coordinator was really rude and overcharged my debit card for the service fee. It was supposed to be $44 for military and she charged me $55, even though on the phone I had reminded her of the military discount. When I called back to resolve the issue, she was rude and said couldn't do anything until a couple of days later. She then charged my card again for the right amount, so my card was charged $55 and $44 the same day. Anyway, they didn't pay for the repair arguing the A/C failed due to improper maintenance. After reading other reviews online I decided to cancel my policy, so I called back. The same lady said that the information about cancelling my policy was in the contract - A CONTRACT I NEVER RECEIVED, I DIDN'T EVEN KNOW MY POLICY NUMBER. I asked several times via email and phone for a copy of my policy, with no success. I then decided to call my bank to dispute the original amount charged ($758) to my debit card. American Home Guardian said they would keeep 15% of the premium as a cancellation fee. Why is there a cancellation fee for a service that was never provided, not even a contract/policy mailed to me. It's been almost 3 weeks since I faxed the cancellation request and still don't have my money back. This is a rip off.

Desired Settlement: I want a full refund of what I originally paid $758, immediately, not 45 days from now.

Business Response: All of the staff at AHG regret that this "Valued Customer"  had an experience that was not to their liking.  As this Valued Customer states, AHG has rectified the omission of not giving a discount to the service fee for being in the military.  We thank this customer for their service to our country.

As this Valued Customer knows-- There are terms and conditions to all contracts and we have over communicated the homeowner obligations.  This information is found on our website, all printed literature and in the contract that was mailed to this customer 7 days after purchase.

Also, this valued customer dose have the right to cancel the contract.  As she has done.  Per section 7 of the contract, AHG has up to 45 days to refund.  The reason for this is to make sure that all pending claims are closed.  As this Valued customer states -- She has neglected her HVAC equipment for many, many years and there is services required that are not covered under section 8 of the contract. . . As this customer knows, the refund has already been sent to them.  It is not clear to me why this statement was made, because it simply is NOT TRUE.

Service fee for diagnostic and dispatch of Tech's is not refundable and we will not offer a refund because service has been preformed.  This Valued Customer has been advised of the need to service and clean coils and change filters on their HVAC system.  The unit will not work unless this is done.   They were given this information by a licensed contractor that was sent to their home at their request.  I am sorry, but nobody works for free and AHG is required to pay the contractor that went to the home.

Per section 7 of the contract, there is a 15% cancellation fee and a proration assigned to the term.  Both of these items will be applied to the refund.

All of the staff at AHG that have dedicated our lives to helping people per the terms of a contract-- wish this Valued Customer the best of luck with home repairs in the future.

 










Consumer Response:

Better Business Bureau:

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

I NEVER received the contract/policy in the mail or email, eventhough I requested it many times. There was no service provided, the technician did not fix my A/C. If I have known there was a 15% cancelation fee plus a prorated rate for a service they are not willing to provide, I would have never done business with American Home Guardian. I received a check yesterday $571.65, so pretty much AHG is stealing $186.41.
It's funny how they refer to me as a "valued" customer, when they were never willing to priovide a copy of my policy and when I asked ****** **** to cancel my policy, she said: "The cancelation process is in your contract". Ha ha! a contract I NEVER received.

I received this thru email yesterday from ****** ****:

7.8 This contract will be rendered void and AHG will
refund to the Contract Holder the purchase price of the
contract if no claim has been made and the Contract
Holder returns the contract within 20 days after the
date AHG mailed the contract to the Contract Holder
or within 10 days if AHG provides a copy of the contract
when it is purchased. In this event, no cancellation fee
will be charged.

Since AHG never mailed the contract to me, then they should refund the full amount to me, and no cancelation fee should be charged

Regards,

******* ************


 

 

Business Response: As always AHG will do exactly what the contract says.

our mail tracking records indicate in fact that a contract was mailed and this Valued Customer is providing contract language... This is a clear indication that they have a copy of the contract.

if this Valued Customer would like another copy mailed we will be more that happy to do so.  We have no problem providing contract documents when requested and we provide duplicate copies upon request every time.  This is not complicated and we are happy to assist.

3/6/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a home warranty/service contract through AHG when I bought my home recently. When I had the inspection done, I was informed that there was some light staining on the top of my water heater but that it probably occurred during the original installation when the house was built in 2005 and was not a concern. Despite trusting the inspectors assessment - I work in real estate and have a trusted relationship with him - I went ahead and had a water heater specialist give me a second opinion. Much like the inspector, he said that the staining was not a major issue and that the water heater was in good working condition and required no repairs. Of course a little over 48-hours after we closed our water heater leaked and I called AHG to inquire about their coverage - to which they responded that they needed more time to determine their coverage but they could send a plumber but it would be an out of pocket cost for me. They also requested a copy of the inspection report and proceeded to give me the run around for the better part of three days as they "reviewed my case." Frustrated by their lack of service (and hot water) I called them and asked to select my own plumber to get the water heater fixed and would they reimburse me for the cost once the repairs were completed. They said yes and I went ahead and had a plumber come out. The result was that the water heater was shot - not because of staining on the top - but mainly because of the age/quality of the product, which had run it's course. The plumber even put that in writing and I submitted it along with the invoice to AHG - who again proceeded to give me the run around for another two weeks before I finally called and demanded some sort of answer. That answer was that they would not cover it because of the mention of the stain in the report and that I was on my own - however, they would happily cover my new, manufacturer warrantied water heater if anything should happen. They promote BBB on their site but the co. feels like a scam.

Desired Settlement: I would like to have a refund for the money paid for the water heater per the service I purchased OR I would like to have the $400 I paid for the contract refunded as they clearly go out of their way to find loopholes in their service and unfortunately all of my systems are not brand new so I imagine that nothing would be covered should another situation arise.

Business Response: AHG has honored all facets of the contract-- This VALUED CUSTOMER was provided copies of the contract on July 24th.  Furthermore, this customer did not purchase the coverage for rust & corrosion related damage.

8/1/12 12pm- Rec'd invoice from owner with outside clearly showing that he found multiple leaks, one leak was going into the inlet side & another one in the interior tank. Company installed a new unit. Reviewed with **, we are not honoring any kind of reimbursement. Owner was not happy, explained to him that on the Home Inspection it does not say there is a leak but it does say there is some moisture & corrosion. Explained to ho there was a leak at some point & since tech determined the cause of failure was multiple leaks that goes with the home inspector found.

Cancellation procedure is in section 7 of the contract.

Consumer Response:

Better Business Bureau:

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

Regards,

***** *****


 

There is a fundamental issue at the core of this dispute and it revolves around the "reliability" and "trust" that is promoted by the BBB. In this instance, I have paid $399 for a "premium" home warranty that in no way provides reliable coverage and resulted in a breach of trust. While AHG's claim that they sent me the detailed contract on July 27th is true, that is a full month after the warranty was purchased AND the failure occurred on Juy 2nd. The AHG website is designed to outline their service broadly - such as "Water Heater Covered" - thus the consumer is unaware of the real coverage and only in the fine print of the last pages of a PDF-ed link is their mention of the what is really covered items. It is ludicrous for AHG to claim that it covers water heaters and then to have this language in section 10.2 of their contract: 

"10.2 NOT COVERED ITEMS: Tankless water heating systems, point of use water heating systems, propane water heaters, steam circulating systems, timers and all related wiring or controls; Sediment or mineral deposits; Annual maintenance or cleaning; Solar heating systems of any kind; All external holding or expansion tanks; Recirculating pumps and all related plumbing or wiring; Plumbing insulation or tank blankets; Noise or sound(s) caused by water movement, sediment, mineral deposits or water hammer; Failures caused by rust or corrosion; Moving debris or storage items to gain access to the water heater; Haul away or removal of a failed water heater." 

I have bolded the 'failures caused by rust or corrosion' line to show the statement by the business that it was outlined in the contract... the same contract I received 25 days after the claim. I'd also like to say that the vast majority of all water heater failures are from rust, corrosion, timers/wiring, sediments/deposits, recirculating pimps, insulation/tank blankets etc. - which leads me to my number one issue with AHG - they are falsely promoting a service that provides coverage for items that they have hedged with disclaimers and basically eliminate their responsibility to deliver on what is being promised. That fraudulence is at the heart of my BBB claim an why I believe I am absolutely entitled to a FULL refund and not some prorated + 15% admin handling fee deduction, which nets maybe half of what was originally paid for this misrepresented service. 

To follow up on my original claim - prior to closing on my home I had two master plumbers deem the water heater to be in good working condition, not in need of repair, with the inspector - obligated by law to mention the presence of the stain/corrosion in his report - say to me that it is VERY common to see that and he there was no concern. The master plumber that did the repair and installation of the new water heater - at an out-of-pocket expense of $700 - said in writing that the spot mentioned by the inspector was not the cause of the failure and that the overall life span of the water heater had run its course. Unless I had a brand new water heater that malfunctioned - the above red contract clause would prohibit coverage of this water heater regardless of the "presence of stain/corrosion" because of a water heater that is over 6-7 years in age (and admittedly not a top of the line brand) will have rust/corrosion related failures and give AHG its cleverly designed escape from their coverage. I also had a representative say on the phone that I could proceed with the repair and that I would "most likely" be reimbursed for that payment sans the $55 plan deductible. That clearly was another misrepresentation. 

Bottom line: AHG is designed to make the consumer believe they are covered for services when in fact they are not at all and that misrepresentation was proven by my declined claim and which I believe entitles me to a full refund of $399 as it does not meet the standards of the BBB. Companies that are designed to mislead consumers have no right to claim BBB status and should be held accountable for their inaction if they promote themselves based on the BBB classification. 

 

Business Response: AHG meets or exceeds all industry standards for coverage and our contracts, and all advertising are approved by all regulators.

Rust and Corrosion is not the most common cause of failure with water heaters. . . however, neglected units will fail because of this.

If this valued customer will please site the section of the contract that AHG has failed to comply with, we will review this issue again. 

Consumer Response:

Better Business Bureau:

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

Regards,

***** *****


 

I clearly stated my reason for feeling mislead by AHG in my previous response and their most recent reply is nothing short of dismissive. BBB is designed to promote an ethical marketplace where buyers and sellers can develop trust, one where best practices are supported and encouraged. As I have repeatedly stated, AHG did not handle this case with the customers best interest in mind, nor did they do so in a way that ethical in regards to services promised/paid for and then not delivered. Instead, they used a contract loophole that effectively deems almost every potential WH claim as "out of coverage." That is a gross breach of trust, completely misleading and could almost be characterized as a scam. In no way should individuals who pay $400 for something find themselves with nothing to show for it - that does not develop trust nor is it ethical and in difficult economic times, these kinds of actions should not be allowed by a Bureau that highlights integrity, trust, teamwork and respect as it's core values. 

I would greatly appreciate it if AHG would have the decency to refund my money and stop with the continuation of these unnecessary delays. In no way should that be seen as unfair or unjustified.
 

3/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The company has many issues with customer service and complaint resolution.A recent claim for a broken dishwasher was made for repair or replacement. I never received a call back from AHG but had to call to get a followup. Upon speaking to the agent I was told the unit was 15 years old and that it cost too much to repair or replace. They stated that a depreciated value for the dishwasher would be made in the amount of $150.00. This is not enough to even get a dishwasher delivered let alone be replaced. The agent stated that the unit was 15 years old however the home was built in late 2000. My previous policy had a microwave that was replaced by AHG however when I asked why they did that and could not replace my dishwasher they could not come up with a good answer. I spoke to *** ****** about this matter and got no where. So now I say I want the cash buyout with little choice and they tell me it will take 30 to 45 days to send the check out. This is highly un-acceptable.When I received the renewal notice for my policy it stated $704.00. I was charged $769.00 by the sales person "****". I was told there was a price increase. I then asked why my renewal invoice stated 704? Again no answer.Basically this company has deceptive business practices and is un-responsive to customer complaints or service issues.

Desired Settlement: I require my $769.00 refunded to me for my contract renewal as well as the cash buyout for the claim that was made. If the company cannot do that they should pay for a replaced dishwasher.

Business Response: As the BBB knows, AHG is always very forthright about terms of coverage and we always (like all insurance/warranty companies) base coverage on the value of the item based on the age of the item.  This is addressed in several places in the contract.  THe following sections of the contract apply:
1.3
2.3
2.7
2.16
3.1
3.2
all of section 5, and 12.

** ****** is correct that we do allow 30 days to process payment.  However, it rarely takes this long. . . I will see to it that this payment in made in shorter time that required by the contract.

There will not be a policy refund and a paid claim.  Sorry, it does not work that way.  AHG will more forward with processing the claim per the terms of the contract.

if this VALUED CUSTOMER can find anywhere in the contract that AHG has not complied, please provide the exact contract section and our management team will address it promptly.

As this VALUED CUSTOMER knows, they have been advised several times to read the contract and call with questions related to coverage, if they have any.

Have a nice day!

Business Response: This valued customer was charged the following:
Guardian contract $549 plus pool $155 plus heavy duty fridge coverage $65= $769 pd with cc ending in 8731.  As you can see, they added an upgrade of $65.00 that is why it was not $704.00 and this valued customer approved the charges before payment was made.

on 11-6-12 this valued customer submitted a cancellation request and demanded a full refund and payment of a claim.  here is a copy of the email"


From: *** ***** **************************

Sent: ******** ******** *** **** ***** **

To: ********************

Cc: **** ***********

Subject: ****** ******* ***************



Hi **** *****

Please cancel my renewal with your company as of this notice. I request
full refund of the $769.00 that was charged to my account on 10/01/12.

I still expect the $150.00 to be paid as the cash buyout for my
defective dishwasher since this calim was made prior to this
cancellation notice as well since you decided not to fix the dishwasher.

Please process this as quick as possible.

If you can credit my credit card please call me and I'll give you the number.

************





--

*****

Obviously this will not happen.  The cancellation will be processed per the terms of the contract.

AHG is requesting that this Valued Customer read the contract again and please reference the exact sections of the contract that AHG has failed to comply with.

Have a nice day!

Consumer Response:

Better Business Bureau:

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

[Provide details of why you are not satisfied with this resolution.]

**** *****

Please see attached invoice. Please the upgrades that is stated on this invoice. It includes the pool and appliance upgrade in the renewal that AHG is stating below. I again was overcharged for the renewal. This was their mistake; not mine.
Their contract states a 15% charge for cancellation. Since I was charged $769.00 and I have an invoice for $704 for the renewal that INCLUDES the upgrades I want my full amount of money I paid them.
 
This case is NOT closed. Please have the company stop calling me a "valued customer" This is very condescending since I obviously am not a "valued customer".
I am again attaching the invoice that I sent to the BBB before under a different file name.
 
Thank you

 

 

Regards,

****** *****


 

 

3/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was sold a home warranty plan and was given the impression it would cover my home and all my appliances. All of the advertising material and verbal discussions seemed to indicate this. Upon payment of $399 for a year coverage I received several documents including a brochure appearing piece that was "my contract". It was 4 pages of "fine print", difficult to read without a magnifying glass and showing numerous exclusions. Although I attempted to read and understand it, I apparently didn't do a good enough job as upon filing claim for our Samsung refrigerator/freezer it was disallowed as an excluded item unless I had paid another $150 for "heavy duty appliance" coverage. Upon re-reading the fine print document using a ruler, bright light and magnifying glass to read line by line I finally found the exclusion that mattered. I believe the entire purchase process was deceptive and the "used car sales" model. The "contract document" is so finelyprinted and difficult to read and follow that few persons could absorb it without spending a great deal of time and likely still not get it all. They have apparently had prior problems as they caution new policy holders "to spend some time reviewing the contract".

Desired Settlement: I am not sure. They charge 15% of the yearly fee plus pro-rated coverage time so that means I end up paying about $200 for a policy that did not meet my needs when needed. They also will not guarantee refund of money before 45 days. Their sales techniques and written materials are in serious need of revision to make them clear and understandable from the gitgo.If nothing else I would like my refund now in lieu of waiting the 45 days.

Business Response: AHG and all home warranty, and all insurance companies operate per a contract.  This is obvious.  Our contracts are very clear and you do not need a Magnifying glass to read #8 font.  Section 3.1 of the contract clearly states that it is the contract holders obligation to read and understand all terms of the contract.  In addition, as it relates to Heavy-duty appliances this is listed on the order form and is outlined in section 12 and 13 of the contract.  To take this even further-- we highlight it in the firs paragraph of the welcome letter that is sent with all contracts and in bold underlined font state that contract holders have 2 weeks to change the contract if they need to purchase the coverage.  We have over communicated about the brands of appliances that require additional coverage and do so at every step in the purchase /post purchase process.

Again,  AHG operates per a contract.  In section 7 you will find a detailed description of the cancellation terms.  The cancellation fees are among the lowest in the industry.  There is always a cost of coverage.  I dont understand why this Valued Customer thinks that warranty coverage should not be prorated and origination fees not pay when/if they cancel.  Again, this is listed in the contract.  If customers are not happy with the contract terms they are given 20 days to cancel with no cost to do so.  All customers are told in writing that they need to spend some time reading and understanding the contract, and we encourage customers to call with questions about the coverage in the welcome letter.

AHG has over communicated-- We have advised this customers several times to read and understand the contract.  If this Valued Customer can find any section of the contract that AHG has not done what we guarantee we will, I will be more than happy to correct the issue at once.  When replying,  State the section # of the contract and exactly what we did/or did not do.-- Details in the reply are important!

AHG has done nothing wrong here!  You can tell some customers over and over and over to read the contract and ask questions... But, you cant force them to do so.   kind of like leading a horse to water....

This cannot go down as a "valid" complaint on AHG's outstanding BBB record.  Again, we have upheld every facet of our contract.

Have a nice day.

 

.




2/26/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I submitted a service request for a covered warranty item (pool pump motor) on 6/19 at 9:00am, and was told a repair person would contact me within 4 hours. Claim number ************I was not contacted, so I called American Home Guardian back 32 hours later (6/20 5:00p). They promised to call me back the next morning. They never called me back.I called for a third time early morning 6/21, expressed serious concern, and they said that the pool repair vendor that they use is small, and they don't have a strong network of service organizations in Texas. They said that they would contact them again. After waiting more than 4 hours, I finally contacted a local firm to repair my pool pump because my pool was beginning to turn green. I filed a claim for the cost of the repair, $160. I expected to be reimbursed $110, which is $160 minus the American hoe Guardian $50 service fee. Instead, I'm being reimbursed $30. They claim that this is because I didn't use their service network, and the parts and labor markup was too high in their opinion.I would have been happy to use their service network, but they didn't contact me until more than 72 hours after submitting the service request, and after the repair was complete.

Desired Settlement: Since American Home Guardian failed to have a vendor contact me in an appropriate amount of time, I had to coordinate the repair myself, and I expect full reimbursement for the repair, minus the $50 service fee, which is $110.

Business Response: Ahg's reimbursement procedure is outlined in sections 5.6, 5.7, 5.8, 5.9, and 5.12 of the contract.  If this VALUED CUSTOMER can see any omission in the contract, please let me know and it will be corrected right away.

Consumer Response:

Better Business Bureau:

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

[Provide details of why you are not satisfied with this resolution.]

Regards,

******* *******


The contracted reimbursement rates are not the point of contention on this claim.  It's the fact that those rates had to be used at all due to your negligence.  

After submitting the request for service, American Home Guardian's repair service did not contact me, and American Home Guardian wouldn't return my calls either.   If they had, this repair would have cost me the $50 deductible instead of $130.  This is not a huge amount of money for me, but it could have been much more, and I feel very strongly that AHG should not be allowed to dodge paying claims when they don't hold up their end of the deal, regarding dispatching repair services.

In a nutshell, if you had sent out a repair service like you promised to do in the service offering that I purchased, this wouldn't be an issue.  


Business Response: Please read section 5 of the contract for reimbursement rates.

AHG does not regulate contractor that are not in our service network and we have no control over their pricing.

AHG has reimbursed per the contract and we consider this issue closed complete

Consumer Response:

Better Business Bureau:

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

[Provide details of why you are not satisfied with this resolution.]

Regards,

******* *******



Again, that's not the complaint.  Please stop deflecting, and answer the question:  Per the contract, American Home Shield was to send a repair person to repair the item in question.  You did not.  Why? 

12/28/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My air conditioner stopped working so I called AHG to use my recently purchased home warranty product. I called at 2:00 pm on a Wednesday afternoon. I was told that I would receive a call from the contractor within 4 hours. After waiting 20 hours to receive a phone call I called AHG back to inquire what was being done about my air conditioning. I was instructed that I would hear back within 30 minutes about when the contractor would be coming to my home to resolve the problem. 3-1/2 hours later I called back and was told that the normal contractor was not available until Saturday. Temperatures were spiking over 100 degrees during the day and leaving the home over 90 degrees during the evening hours and never getting below 85 degrees overnight. Not to mention that Houston regularly deals with extreme humidity and there was no exception to this rule of thumb at the time in question. I asked the AHG representitive if there was a reimbursement option to use my own contractor which I was instructed that there is. I was informed that there is a 50 dollar per hour maximum that is payable. The contractors I found do not charge by the hour. They charge by a minimum service call amount which ended up being 125 for the service call. So that we would meet the hourly rule I asked the contractor to break the charge up into an hourly rate so that it would be reimbursed properly. The contractor replaced a capacitor and charged $50 for the capicitor. He told me that he buys them for $40 dollars a piece and was well below the allowed 50% markup for parts. The grand total for the repair was 175 dollars. I received a check in the mail for $30 and was told when I inquired that they won't pay more than an hour's worth of labor for the repair and that their estimates for the parts show that it should have only cost $30 for the part. The deductible was also deducted from the refund even though it was initially refunded back to be because the representitive I spoke to said it was no longer needed and could be refunded.

Desired Settlement: I would like to receive the reimbursement for the repair. I understand the $50 deductible because I questioned it when it was being refunded to me still couldn't see how I could be refunded the money. The repair charge that the contractor charged was a fair amount and not one that should be challenged. I am only asking to be treated fairly and not be taken advantage of.

Business Response: This "VALUED CUSTOMER" was reimbursed for repair service per the terms and conditions of a contract.  AHG had complied with the reimbursement request and issued reimbursement
//////// REIMBURSEMENT AMOUNT = $ 30.00 ($50 1hr labor + $30 capacitor - $ 50SF) ////////////////

8-10-12 $30 chk #**** Reimbursement A/C Capacitor issued & mailed

I direct you to section 5 of the contract for further review.


Have a nice day!

Consumer Response:

Better Business Bureau:

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

I understand and have read the terms of the contract. They state that a licensed service provider may complete the work and be reimbursed the cost. It does limit the full amount that may be reimbursed, but does not offer any limitations as to stating that only certain funds will be reimbursed. Attempting to only reimburse the small amount reimbursed for parts shows that there is no knowledge of the true cost of parts. For example, a brake pad on one car may be $15 dollars for a set, but brake pads on a different make and model of car may be $60 dollars. To cap someone off at the $15 mark is unrealistic and not a fair market value. Same goes for the labor. I agree that the time spent actually changing the capacitor was not more than an hour. However, this assumes that the technician immediately knew that the capacitor was blown and did no other checks of the system that brought him to the outside unit to check it. It also assumes that the technician had the capacitor brand new in stock and did not have to travel to the supply store to get one. The other assumption is that the technician didn't stay and ensure that the unit functioned properly after installation. The amount that the technician charged was more than fair and to refuse full reimbursement is a disgrace.

Regards,

****** ********


 

 

Business Response: I(t sounds like this customer has read the contract.  Good Job!  We do not regulate vendors that are not in our network and this issue has been resolved per the terms of a contract.

AHG considers this issue closed

11/3/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have had a Home Warranty policy with American Home Guardian since April, 2010. When I purchased the policy, I paid a premium for the Platinum Protection. I was told that by purchasing this option, the policy would cover my systems regardless of age. My HVAC unit went out on August, 16, 2012, and AHG sent out a serviceman from ******** **** ** ******** ****** I paid them my $50.00 service fee, but they did nothing to the unit. I didn't hear from anyone a day or two, so I called ********. They said that the unit was too old and needed to be replaced. A new unit would cost $4,000.00 I had heard nothing from AHG. I called AHG and they said that they would only pay $350.00 toward the replacement. Their website states that an HVAC unit is expensive and could cost several thousand dollars, but if you purchased their policy it would only cost $50.00. It has been two months and they haven't even contacted us. The serviceman took our $50.00 and we have been without air during a summer of 106 degree days. They are misleading prospective customers and lying about what the policy covers. I intend to report them to the Attorney General and the Real Estate Commission. If they do not replace our unit, I intend to file a lawsuit also.

Desired Settlement: I want the unit replaced per the terms of the policy that we purchased.

Business Response: I would like to direct this VALUED CUSTOMER to the following sections of the contract:
1.3
2.13
2.14
2.15
2.16
2.18
3.1
3.2
3.4
and all of section 8.

As you can see-- AHG has complied with all sections of the contract based on the age of the HVAC equipment and lack of service/tune-up care as required per the contract.

If this Valued Customer can find any section in the contract that AHG has not complied with, please provide the section # and our management team will assist you further.

11/3/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: My son *********** ****** bought a house which was built in the 1940's. As part of the contract he signed it was granted to him the ability to purchase a Home warranty policy. He chose American Home Guardian (AHG) because it was more comprehensive then other similar vendors for a reasonable price. ***********, before purchasing the home, had an inspector come out and inspect the house. The results of the inspection did not affect the bank's decision to loan money for a mortgage. The power was turned on and everything was normal until we brought a new refrigerator in and plugged it in. It was running normally for a few days as we were beginning to move *********** in. We noticed a slight dimming of the lights but did think anything of it. My son had to travel for business and was gone about a week. When he returned he discovered that the refrigerator was off, the breaker tripped and the breaker to the bedroom was also tripped. He tried resetting the breakers and they would not reset. It was at this time he placed a call to AHG to make a claim. Here is how the claim went:Monday the 8th. Initial call was made. No response for a full week. Monday the 15th, *********** placed a call to find out the status of the claim and got given the runaround. His call was transferred to a manager and he had to leave a message. No call back. Oct. 16th no call. Oct. 17th - *********** called and was told that the manager was not in and to call back in 15-20 minutes. *********** called back and waited for 10 minutes on the phone and did not get to talk to a manager. An email was sent which basically claimed that he would have to repair a deficiency with the electrical before they would even consider accepting the claim. He has not received the contract. They refuse to talk to him in person and have requested all furhter correspondence be via email. I have sent an email response which I would like to get added as part of this compaint. If there is a way to do that. He is still not in the house.

Desired Settlement: I would like this company to stand behind their customer service ratings they claim they have. I would like them to cover the cost of this repair and everything that involves making this house suitable to live in. I would like them to stand behind their "Why Choose AHG for Your Home Warranty Coverage?" off of their website. This is their 10 Reasons to choose them over someone else. They need to honor their contract and their customers.

Business Response: to start-- 2.5 of the contract applies.

the following is a summary of events:

Policy #:  ***************

Policy Holder:  *********** ******

Dwelling of Record:  *** ***** **** ******** ** *****

 

Reference / Regarding:  Electrical Service Request

Date Reported:  10/06/12  (Within first 30 days of coverage)

Policy Start Date:  09/24/12

Policy Type:  Premium (12.0) Home Warranty Plan

Policy Options:  All Optional Items Were Declined

Contract Mailed Date:  10/19/12

Current Status:  Active

 

10/06/12 @6:47pm:  The customer called in to our answering service reporting an electrical issue

BREAKER NOT FUNCTIONING PROPERLY, INTERMITTED POWER IN SOME PARTS OF THE HOUSE AND NO POWER IN SOME OTHER PARTS”.

-The customer is within the first 30 days of coverage

-As per section 4.2 & 4.3, a home inspection or proof of continuous home warranty coverage is required in order to process the claim.

-Note that section 2.13 applies to any and all items & trades noted on a home inspection report to be deficient or require repair.

 

10/09/12 @11:14am:  Policy payment received $439.00

 

10/12/12 @1:14pm:  Homeowner called to get status update regarding the requested electrical service repair order

-The homeowner was informed that AHG had not yet retained / received home inspection or continuous home warranty coverage.

-Homeowner advised that they would try and send it via another communication channel as it was never received.

 

10/12/12 @7:54pm:  Customer sends an email to staff member regarding home inspection report

-The homeowner sent our service coordinator an email asking for confirmation of receipt of the enclosed documents.

-The customer has been made aware of the need to provide documentation to support the correction of the electrical issues noted as defective on the home inspection report in order to validate the coverage on the home warranty for this trade / item.

 

 

10/17/12 @7:54pm:  Customer called in to get update on service request

-The customer was again made aware by our service coordinator that American Home Guardian would need proof that the issues / deficiencies noted on the home inspection report have been resolved & addressed.

-The customer argued stating that the current failure / problem has nothing to do with the issues noted on the home inspection report.

 

 

10/18/12 @8:30am:  Customer was sent an email response from management

-The customer was advised yet again that we would need to have the issues / deficiencies addressed in their home inspection report in order to release / warrant service request(s) as explained in section 2.13.

-The customer was offered the opportunity to send a request as a referral to one of our service providers so that they can address the current issue.

-A referral being offered would indicate that the customer is responsible for any and all charges involving that service request.

 

At this time, AHG is requesting that this valued customer please provide the exact contracts sections we have failed to comply with.  Please read the contract in detail as you have been asked to do before.  All items that are not in working order before the contract is paid for will not be paid for by AHG.  However, we are willing to send referrals if you need assistance.

 

 





11/2/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: This company does not want to pay for anything or help out any home owner who has a warranty with them. I have their 2nd-tier premium level for warranty. I've called them twice now for 2 things - the first involved a pipe that leaks in our bathroom (they repair piping). They sent a plumber out where I shelled out $50.00 to the guy and all he did was look at the bathtub and say "The pipe was installed improperly when the house was built." After that he left without doing anything else - later I had to call numerous times to figure out what was going on and they finally told me I'd have to open the cabinets up and bust the wall out myself and then they would fix the pipe. There was no way I was going to tear the house apart for them to MAYBE fix the pipe (unless determined it was improperly installed, which it was).The second time I called because our dishwasher wasn't working and was making a noise (was not cleaning anything either). So the guy showed up again to take a look at the dishwasher, we started the dishwasher and he just said to call him when it starts making the noise. My wife gave him the $50 (she shouldn't have) and he just left. Later we called and were told that only mechanical issues were covered under the contract (soap dispenser and others were not). We couldn't figure it out cause he just showed up and looked at the washing machine, didn't even see if the noise that was coming from it was a mechanical failure or not so how he would know it wasn't? Of course we can't get our money back on either occasions.It just seems that this company absolutely refuses to help anyone or pay for anything. Their go-to excuse is always something like "It's not covered in the contract," "It's improperly installed when the house was built," or my favorite when the plumber just looked at our bathtub and I asked the customer service lady how he could determine what was wrong with the pipe if he just looked at it and didn't do anything, she says "Well he's a plumber isn't he?"

Desired Settlement: I would like the $100 I paid to this company back for the times both the repairmen showed up and just looked at the machines without really doing anything. We paid them $50 on both accounts to get someone out to give this speculated guess of "oh it must be broken" kind of answer then take the money and leave (without actually doing anything or fixing anything). All we want is the $100 back.

Business Response:

AHG is requesting that this VALUED CUSTOMER please read the contract that was provided to them at time of purchase. (AHG also provided a cover letter that says PLEASE READ THE CONTRACT-- and call with questions).

All of the following contracts sections apply:
2,
3,
4,
5,
9, and
12.

We require this Valued Customer to provide section #'s of the contract that they feel AHG has failed to comply with.  Again, Please be specific.  This will help our management team-- help you!

There should be zero question that if there is no mechanical failure there is nothing for us to repair.  Furthermore, we do not upgrade existing items/utility systems. We do provide coverage for what is already there if there is a mechanical problem/failure.  This is all outlined in the contract.

Last-- Service fees are not refundable and there will not be a refund issued.  Service fees are required to dispatch a service request and this has taken place.  Again this is addressed in the contract... Unfortunately,  no contractors work for free and professional services have been rendered.