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Description

This company provides comprehensive Home Warranty coverage.


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 affect the rating for American Home Guardian, Inc. include:

  • Length of time business has been operating
  • Response to 25 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

25 complaints closed with BBB in last 3 years | 11 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 5
Delivery Issues 0
Guarantee/Warranty Issues 8
Problems with Product/Service 12
Total Closed Complaints 25

Customer Reviews Summary Read customer reviews

61 Customer Reviews on American Home Guardian, Inc.
Customer Experience Total Customer Reviews
Positive Experience 43
Neutral Experience 1
Negative Experience 17
Total Customer Reviews 61

Additional Information

BBB file opened: March 29, 2004 Business started: 01/01/2003 in AZ Business incorporated 06/30/2003 in AZ
Type of Entity

Corporation

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

Home Warranty Plans

Method(s) of Payment
cash, check, visa, mastercard and discover
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 Rd Ste 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)

8/27/2016 Billing/Collection Issues
4/15/2016 Problems with Product/Service
4/11/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I just wanted to reach out let you all know my experience with American Home Guardian Here's my three experiences: My microwave broke and it cost $60 for them to come out and say it's a circuit board failure. AHG says it's 10- 12 yrs old, so it's not worth fixing, so here's $100 ( net = $40 ) I bought a new one at Best Buys for $169 and installed it myself. Dishwasher isssue and same thing, $60 service call. It's 10-12 yrs old, so it's worth $120. ( net $60 ). I fixed it with some epoxy and two new seals for $20. Now the furnance heat comes on and off. $60 service call and they say it's a circuit board. Next day after repair, same issue. New relay ( no additional cost ). Less than 2 weeks later same issue again. They come out on a followup call and it's another part. Gas valve issue now. AHG wants another $60 service call fee. I called the repair company and they're calling AHG to try resolve this issue, but my previous experiences says,it won't get resolved. I wished I would have went with the same company that has our rental. Anytime anything goes wrong they fix or replace.

Desired Settlement: Repair the furnance without the additional service fee.

Business Response:

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

Consumer Response:

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

Business Response:

Please see the attached invoice where the customer signed that he had examined the work and the unit was working after the service tech replaced the control board and run cap.  This repair is not related to the gas valve.

Thank-you for the opportunity to clarify with documentation.  If you have any more questions, or if AHG can be of service in any way, please do not hesitate to contact us.  We are always happy to assist.


2/3/2016 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 1*** ***** **** ****** ***** ***** #**** 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: ************** 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!

1/7/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We recently had a plumbing problem that we reported to AHG. They sent out two different plumbing companies to clear a line blockage from our back bathrooms, neither company was able to clear the blockage. In fact, both companies told us the line was broken and that the break was outside of the foundation of our home so there was nothing left for them to do. AHG, refused to send anyone else out to fix our problem, saying there was a line break. We were never shown any proof of a line break so we called out a real plumber who was able to clear the blockage and provide video proof that there was no line breakage. I had to pay this professional plumber almost $400 to clear our line blockage. We requested a full reimbursement from AHG for this additional expense, as well as the original service call fee we had to pay them. We were informed by email that the company would only pay a portion our plumbers invoice. We feel that what we asked for is a reasonable request.

Desired Settlement: Reimburse us for the money we spent correcting a problem that both of their plumbing contractors were unable to fix. We only asked them to refund our service fee and pay for the plumber we called out that fixed the problem. If this goes to small claims court we will sue for the max, including the costs incurred by us to use shower facilities while this problem was being resolved.

Business Response:

Dear BBB; AHG is happy to provide the facts related to this valued customers concern.  The best way to start this response is to have you reference the attached SIGNED CONTRACT.  Sections 2.1, 3 and 10 (that all have the customers’ initials next to them) summarize AHG and this customer’s agreement and address this customers concern.

As stated by Mr. *********-- not one, but two contractors provided the same diagnostic.  This demonstrates that AHG was trying all avenues to assist this customer per the signed contract terms.  We have written confirmation that the second contractor (the owner of a plumbing company that has been in business for several years and has completed hundreds-upon-hundreds of AHG jobs) went above the warranty scope to assist this valued customer by providing additional services (snaking outside the foundation).  When this activity happened, it was confirmed again that there is a plumbing issue in the yard because when he pulled the snake back, it was covered in mud…there is zero denying this fact.  As a professional courtesy, this customer has been advised that they will need to address the plumbing issue in the yard, or the problem will happen again, and again… and will cause problems inside the home.

As you know—ALL home warranties demarcation point is the foundation of the home.  They are called “home warranties” not “home and yard warranties”.  Meaning that items within the home are covered… items outside the home are not covered.  This is addressed in section 2.1 of the contract (again—see the initials next to the section of the contract where the customer acknowledged this at time of purchase).
Because the plumbing issue was not “normal” or within the warranty scope—Additional services were recommend 2 times.  This valued customer would not listen to us each time we tried to have the conversation with them.   As stated in section 10.2 – Camera service is not covered by the warranty because in 20 years of personal experience, the only time this is ever needed/required it is because there is something outside the warranty scope causing the problem.

AHG has already provided service and compensation that exceeds the contract... this was done as goodwill/good faith.  This valued customer is asking for compensation for camera work—Again, addressed in BOLD font and initialed by the customer at time of purchase/before the problem occurred.

To be 100% clear and conclude:  AHG has provided the services that both the customer and AHG agreed to and documented in a signed contract.  AHG has upheld all facets of the agreement and we dispatched 2 contractors that provided the same diagnostic.  The customer is requesting that AHG pay for service that is excluded from coverage/over the contract limit  (and the customer signed this specific item/contract section).    AHG will not be paying for services we never agreed to provide… and we have never offered in 13+ years.
Per the BBB’s own reporting standards – if we did not agree to something, and the customer agreed (SIGNED THE CONTRACT)—it can’t be counted as a complaint on AHG’s record.

Thank-you for your time—I hope you and Mr. ********* have a nice day!

Consumer Response:

We have attempted to upload our video files but your system must not be equipped to handle them.  Therefore, we are sending the body of the rebuttal and will provide the video evidence in the format of your choosing.  We are also attaching a still shot our plumber took while filming.

The tone of the business's response is an example of what we have been dealing with.  If we are such a valued customer, than why have they refused every single request we have made to speak with someone in management?  If they value our business so much then why don't they let us speak with someone other than the receptionist?  

As far as the professionalism of their contractors is concerned, we offer the attached video evidence of our contractor.  The video report clearly shows the sewer line intact, there is no break in the line.  The “mud” the other professional (the owner of a plumbing company that has been in business for several years and has completed hundreds-upon-hundreds of AHG jobs) plumbing company found was probably human waste; I guess that can be confused with mud?  In addition, the written report from our contractor clearly shows that he “found no mud, or broken line.”  We provided this report to AHG but they refused to consider the information but agreed to pay for the line he successfully cleared.  In addition, the sewer mainline that the AHG contractor claims is out in the yard is actually in the middle of the house, in the Kitchen.  I am no expert on “home warranties” or “home and yard warranties” as AHG so pleasantly pointed out but I think the kitchen is within the foundation of the home and is covered under the warranty according to AHG’s own words.  As far as why we asked our contractor to use a camera and verify what the second contractor AHG sent out reported.  Let me quote AHG again so I don’t get it wrong, “We have written confirmation that the second contractor (the owner of a plumbing company that has been in business for several years and has completed hundreds-upon-hundreds of AHG jobs) went above the warranty scope to assist this valued customer by providing additional services (snaking outside the foundation). When this activity happened, it was confirmed again that there is a plumbing issue in the yard because when he pulled the snake back, it was covered in mud…there is zero denying this fact.”  Based on the video and written evidence provided by our plumber (Kendall Plumbing) the information AHG keeps quoting from there contractors is false.

We are happy to provide a copy of the thumb drive and another copy of the written report our plumber provided us if needed.  Also, if it would expedite matters, we are more than willing to come down to the AHG office and have a conversation with Mr. *******.  We could have avoided involving the BBB if Chad would have responded to our repeated requests to speak with management, but it is not too late to resolve this problem before we have to escalate it further than the BBB.

Business Response:

It is not clear why AHG continues to receive threatening/harassing email and communication from this valued customer.  AHG has agreed to pay what is included in the coverage provided.

Drain video service will not be paid by AHG because it is excluded from coverage and this customer acknowledged this by initialing and signing the contract.

 

 


12/30/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I renewed my home warranty with the company back in January 2015. In 2014 I purchased a second, stand alone freezer. When I called to renew my coverage, I specifically asked if my second freezer was covered and was told YES, there was nothing I needed to do. I called today for a service call on my freezer and was told that my coverage in fact DOES NOT include my second freezer and they will not be covering. They sent me a copy of the warranty, which was electronically signed (not wet signed), so ANYONE who has access to my email could have signed it, there is no proof it was me. Additionally, whether it was me or not is not the issue. When I specifically ask if something is covered or needs additional coverage and am told it does not need additional coverage, I would not no reason to assume I am being given incorrect information, as it was covered the previous year. This is clearly the company's fault for giving me incorrect information and they need to come assess my freezer to be fixed. I am more than willing to pay the fee for this to occur. If the company does not cover my freezer I will not be renewing my warranty with them and will demand a full refund as they are not fulfilling the obligation that was set forth in January 2015 when I was told my freezer would be covered.

Desired Settlement: Repair my freezer for the fee that my warranty calls for ($60). Failing that, I demand a refund of my coverage amount since I was given incorrect information and would now need to have someone come out and fix it at a much greater cost, up to and including needing to replace the entire freezer.

Business Response:

Please see the attached SIGNED CONTRACT...

 

coverage for a "Standalone freezer" is not offered in any home warranty contracts AHG is aware of unless additional coverage is purchased.  Please notice on the order confirmation letter where it states that all optional items/upgrades were declined.

 

Please see section 13 where this valued customer initialed next to the appliance coverage that details/outlines exactly what is covered.

 

Then, please notice item 7 on the last page where we provided 2 weeks for this customer to make changes/upgrades to the contract.

 

Just so the BBB knows-- AHG has offered to send a referral to one of our service providers that could help this customer 3 times (2 verbal and once in writing).  Our offer to help has been declined every time.

 

To make sure the BBB is following your own protocol-- I need you to take note of the fact that AHG never agreed to provide coverage for this "extra-appliance".  We have been very forthright about coverage and this customer acknowledges this with the signed contract that contains initials next to the coverage she is complaining about.

on the last page of the contract-- you can see that AHG offers FREE warranty consultations.  All of this customers questions about coverage have been answered several times.  If this customer would like to cancel their contract, that is their right.  We would not like to see a customer leave and would like to keep them so we can provide assistance for the items they did purchase coverage for in the future.  However, if she does want to cancel, she will need to follow the directions in section 5 that she initialed.  AHG cannot deviate from the signed contract--

 

I hope you have a very nice day!  If we can help per the terms of the contract, please do not hesitate to call.

 

************Because of declined coverage and a signed contract, this complaint cannot be reflected on AHG's record --- AS THE BBB has indicated in the past.*********

 

 


Consumer Response:

Digital signatures are not supported by law.  Only wet signatures are as there is no proof who signed your contract.  The fact that your representative lead me to renew my contract under false pretenses is enough for the contract to be void.  I asked several times if my freezer was covered and was told every single time that it was.  That was not the truth.  I was never told I needed additional coverage this year as it was covered last year.  Your own representative told me that on the phone when I called for a service call.  She said you eliminated it from your contract 14 months ago.  Since I was already under contract, my existing coverage could not be changed, altered, or excluded.  

 

Listen to the calls.  You'll see I am right and your representative lead me to sign a renewal under false pretenses.  While it is true the merchant offered to have one of their contracted vendors look at it, it was in fact only offered twice, and only declined once.  The one time was on the phone, where it was not actually rejected or declined, I simply did not respond and asked to speak to a supervisor.  I was told I would be talking to supervisor,  when in reality I was forwarded to a random voice mail box that had no name and was full and no message could be left.  I later received two emails from the merchant after business hours.  One placed the blamed for getting voice mail on "repairs", the second again offering to refer me to one of their vendors.  However, due to the emergency nature of my service call, the fact that the emails came after hours, and I had already filed my complaint for breach of contract, I did not respond. 

 

I have since contacted my own repair company and the freezer is fixed.  However, due to this merchants breach of contract and contract renewal under false pretenses, it cost me way more than it was supposed to.  The merchant owes me a refund for the additional amount paid.  I would never have renewed with this merchant had they told me the truth that my freezer would not be covered.  There are other merchants that include more for less, have better customer service, have better service contractors, and can have repairs done in a reasonable time frame. 

Business Response:


The coverage was declined several times-- AHG gave you 2 weeks to change your mind... and we documented it in writing. AHG does not choose the coverage -- we allow our customers to pick and choose what they want.   As a token of good faith we will issue a 5% discount off your next service fee.  I hope you realize that we are trying to make you a happy customer per the terms of the agreement that our relationship is based.

This complaint is like getting mad at a fast food restaurant because they don't give you free fries, drink and a shake when you just order a cheeseburger.  AHG will not be giving away free warranty coverage for a several hundred dollar item when coverage is not purchased/declined... it's that simple.

A signed contract will stand in any court.  Furthermore, it illustrates that AHG is forthright about items selected and what is covered.  The contract also outlines all procedures for both AHG and the Customer to follow.  AHG's business is based on a regulated contract and we cannot/will not deviate from it.  That would be wrong and would undermine our ethics and standards.

12/30/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I have been a home warranty with this company for over 3 years. I have always had their best policy and had nothing but great things to say about Sonoran Home Protection. I have even referred family and friends to get their warranty because it seemed like they were very honest and took care of all of our issues. Things have changed! They recently changed their services. I had a water heater burst and had water leaking all over my garage. I was able to quickly turn off the water and file a claim. They sent over a plumber from their network of trusted contractors to service our request. We have a water softener with quick disconnect hoses attached to it sitting in front of the water heater, so they charged me an extra $75.00 to remove and replace the hoses from the water softener which absolutely takes no time at all. I was upset about the charge, but was still willing to pay the fee. The plumber then continued to service our warranty request. He saw nothing that would cause him concern to deny the claim, so he called Sonoran Home Protection to get the authorization for service. After telling them that there was no signs of rust, they asked for a picture of the water heater to verify what he was telling them. He complied, and sent over a picture of the water heater. After going back and forth several times with the plumber, they ultimately came back and said it was "too hard to tell from the picture if there was rust or not". So they denied the claim. Even after having a plumber from their "trusted" network telling them that it was a burst and not damage from insufficient maintenance, they still denied the claim. They told us that we needed to be elite members to be able to cover items with rust. But the problem is that there is NO rust. They just used the excuse that the picture was inconclusive, so they did not have to pay out the claim. The plumbing company has been fantastic and has offered to reduce the fees to replace my water heater. However it is still going to cost me $500.00 when it should be a $100.00 fee total and covered 100% by Sonoran Home Protection. Sonoran Home Protection has now become like any other warranty company. They deny the claims even when they know it is covered and there is no basis to deny a claim. Having been a customer with them for over 3 years now, I expect more from them.

Desired Settlement: I want Sonoran Home Protection to do what is right and accept my claim and pay for the replacement of my water heater per my contract with them. To keep them from wrongfully denying my claims in the future, they should also upgrade me to elite coverage for free.

Business Response:

Please see the attachments for a copy of the signed contract and a picture of the rusted out water heater.  Please also note on the cover of the contract in very large bold font we state that we strongly recommend the elite coverage and offer 14 days to add it from the start date of the contract-- this valued customer declined this coverage after being advised of it 2 times. (when placing the order, and when signing the contract).

Section 2.4 indicates:This contract excludes all damages or failures caused by faulty installation, improperly sized, mismatched systems or components,
rust, corrosion, mineral deposits, mold, moss, fungus, moisture, electrolysis, animals, insects or pests, roots, plants or trees, structural
defects, lightning, mud, flood, freezing or storms/extreme weather, misuse or abuse, cosmetic or surface damage, internal/external
linings, coatings or finishes, caulking, grouting, light bulbs, handles, glass or transparent plastics. All components of solar systems, backup
or alternate power systems and batteries. Furthermore, missing or consumable components, extraneous, consequential or secondary
damage, loss of any kind caused as a result of failure for any item covered under this contract is not covered and will not be reimbursed.
AHG is not liable for any circumstance beyond our control or expense related to loss of income, temporary housing or living
arrangements, utility bills, personal injury, property damage, food spoilage, fire or smoke damage, service delay caused by labor
shortage, component procurement, “rush” services of any kind, overtime, debris removal, haul away or disposal fees of covered
items/components unless otherwise indicated.

I also want to point out the initials next to section 2 that outline the general terms.

I would also like to point out that this customer had a 5 month gap in coverage and now is asking for coverage they did not purchase.  Then when coverage did not apply to their unique situation, they demand replacement and are asking for the upgrade for free...

 

To conclude-- The customer was advised verbally and in writing of the coverage that would have covered this claim.  The declined the coverage.  This customer signed a contract and initialed the section that specifically calls out the rust exclusion.  At no point did AHG ever agree to cover a claim when coverage was not purchased... again, as documented in a signed contract.  After several phone calls yesterday-- AHG applied $100 towards the repair and the installing contractor also gave a very large discount.  This customer has saved hundreds of dollars... even when they declined coverage.  AHG will not be processing the claim because this customer declined the coverage and we will not be giving a $125.00 upgrade for free.

AHG has upheld all facets of the contract and we have done exactly what we agreed to do in a signed contract.  There is zero reason this complaint should go on AHG's record.

 

Thank-you in advance for upholding the BBB complaint standards and dismissing this complaint.

 


Consumer Response:

So many lies in that response I don't know where to start. I think I will start with us not having coverage for 5 Months. If you look at the attachment I have inlcuded, you will see that we signed the contract on Oct. 20, 2015. This company took our money 5 months prior but did not have us sign the contract until we started the claim. So for them to say that we had a laps in coverage is insane. If that was the case, then they under their own guidelines should not have covered the damages at all because we didn't fulfill the period of time needed before the first claim could be processed. When we tried to get this claim processed, we were told over and over that the contract was the binding agreement. We have since showed them their own contract that we have 14 days to make changes to our contract from the date signed and they will not allow us to change the coverage or cancel the contract all together. Within 14 days, I should be able to cancel my contract. So if the contract is the binding agreement, give me back my money, and close my account! They are unwilling to do that because they want to talk from both sides of their mouth. In one instance, we are not covered due to fine print ONLY located in the "elite" section of the contract and on the other side, we have had coverage for 5 months now, so we can only get a prorated cancellation fee back. This company is full of partial truths, which are in fact just lies. 

I also dispute that they have given us considerable discounts. We paid $100.00 for the initial call which the plumbing company discounted because Sonoran Home Protection would not cover the water heater even though their certified technician said it should have been covered. The plumbing company thought that Sonoran was being shady and offered to discount their services and Sonoran Home Protection paid for NOTHING!! It is sad that they stoop to these practices that even the plumbing company feels that they need to help out and reduce fees. I want to be very clear that Sonoran Home Protection gave no discounts. 

As for the contract being clear. Please read it carefully. Under the water heater section, there is no mention of rust. It is only in the fine print of the "elite" section of their contract. We used to be under their "Gold" standard which was the upgraded coverage. That gave us AC unit service and covered our pool. Months ago when we paid for renewing our contract, we thought we were getting the upgraded coverage. Since then they have changed their contract. When we made the claim, it was then that we were told we never signed the contract. At that point we saw no need to become elite and pay more because they had removed the AC service and the service for the pool. We were not aware that tucked in some section at the bottom of the contract there was a rust stipulation that gave this company reason to deny our claim. 

We spoke to the plumber about the rust. He has NEVER been told to open the front hatch for a picture of rust. Because the seal broke, water touched that front section causing an orange streak on the metal. That will ALWAYS be there. That has been verified from the plumber that Sonoran sent to our house. When he was told to take that picture, and that the claim would not be covered he asked for discounts from his own company because he knew Sonoran was not being fair.

We were  never informed about the upgrade. It's something they sneak in the very last line of the contract... basically making it so they can deny any claim because of course the appliances will have some signs of use on them. It should state right in the body of the contract that there is a possibility that it won't be covered.  It's deceptive to write their policies so that the only way it is valid is if you purchase an additional upgrade. Now we know it's their loophole to deny coverage. Everyone should beware of their deceptive practices and know that the policy itself has absolutely no value... unless an additional "upgrade" is purchased.

Sonoran Home Protection can pretend all they want to be on the up-and-up but they are as shady as they come. I was a believer and have sent many people over to them to get home warranties. It is sad that this company chooses to do business like this. We have been customers for a long time and felt that we had a great relationship with this company. But we were wrong. They are cheats and the general population needs to know about their scam like procedures. I would ask that this be brought to light and that the claim be upheld. Please do not let another company go unblemished for being deceptive in the way that they do business.

 

Thanks,

**** ****

 

Business Response:

The pictures provided say it all. 

 

Coverage was declined that would of covered this unfortunate situation.

 

 


11/24/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a condo for an investment property and, unfortunately, took a recommendation to use this company for my home warranty. I had a leak within the 1st 2 weeks of ownership. The company denied coverage and I had to pay out of pocket, in addition to the service call fee. I complained and was told if I paid an additional $200 the coverage would be taken care of for this repair and following repairs would be covered. Reimbursement was requested, and was denied, despite promise of reimbursement. I upgraded the warranty and coverage and reimbursement was denied for this plumbing claim and a claim on a dryer repair. The company was very rude, dishonest, and is refusing to repair this dryer for over a month, claiming I owe them over $200 in service call fees (even though they have not fixed, or even covered any repairs). I have paid over $1,000 in service fees, warranty fees (initial and upgrade fees), and out of pocket repair fees as no coverage was granted. I have been told, in writing, that they will not cover anything else (as if they had covered anything to begin with), unless I pay them in the back services fees they claim I owe. I have been lied to, yelled at, and deceived, given no warranty coverage, and am now being threatened with refusal of warranty coverage at all without paying them fees I don't even owe, for services they didn't even cover. This is such a mess. I am cancelling via written request and paying for another warranty through a trusted, honest company. But, now I am going to be out over $1500 and my tenant is breaking the lease due to all of these issues that should have been taken care of by the warranty I purchased. So, now I have to also cover the rent until I can find a new tenant. What a nightmare!

Desired Settlement: I wish to be refunded for the almost $600 dollars I paid for the original warranty and upgrade that did me no good whatsoever, as the company didn't cover anything they should have. I would like to have any legal consequences possible suffered by this horrible company, hopefully making it less possible for them to take advantage of other consumers in the future. They also operate by another name of ******* **** *********

Business Response: Please see the attached signed contract for all reference points below.

Here is the back story-- ** ***** purchased a 32 year old condo for ~$50K and waived having a home inspection.  Per section 2.3 (see initials) all items must be in safe working order on the start date of the contract.  It is documented with photos that the plumbing leak had been happening for a very, VERY long time before the contract started.

Now also see section 4 (again, note the initials where this valued customer signed) that there is a 30 day hold without a home inspection.  This is documented in bold and underlined font.

Next see section 8 (again, note where the customer initialed)... 8.3 indicates that a $60.00 service fee is due for each dispatched call -- this was not paid on any of the 5 claims filed.  Because of the amount due, AHG was forced to halt service due to lack of payment.

When the leak was called in-- this customer was provided a copy of the signed contract and the call was dispatched as a referral only-- AHG was offering assistance (something we did not need to do, but because we help people for a living we did send a contractor to help).  A copy of the work order indicating referral only -- collect from the homeowner was given to the contractor and ** *****.

If ** ***** or the BBB can see anywhere in the contract that AHG has not been forthright and not upheld any of the contract terms, I will rectify the issue at once.

For the record.  ** ***** and been extremely vulgarer, rude and down right unprofessional to all of the staff at AHG... even after we saved him several hundred dollars on a pre-existing plumbing issue  that would of been caught in a home inspection that he refused to purchase.

At no point did AHG ever agree to allow any customer to change their contract after a know issue existed and then provide coverage for  a repair that exceeds the cost of the upgrade.  We did tell the PM that if they got this issue resolved, we would allow this customer to purchase the upgrade as indicated on the attached contract going forward... AGAIN, WE NEVER OFFERED RETRO COVERAGE after a non-covered repair was complete.  It is not clear to me why ** ***** thinks this would happen.

to close -- AHG has over communicated contract terms-- The customer has signed the contract a total of 3 times, and we have provided assistance even when coverage did not apply because of the cost cutting of this customer.  AHG never agreed to pay the claim and this is documented in writing that has been given to ** *****.  I am not sure how this has made AHG the "bad guy"... this falls into the camp of no good deed goes unpunished.

AHG will cancel this contract per the customers request-- AFTER the past due balance for 5 service fees has been paid.

I am, and all of the AHG staff is ready to help and resolve this in a very professional way per the terms of the signed 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.

Nothing reasonable was said in the entire response from this business. There is reason that this company has more than one name that they practice business under. It is simply due to the fact that they are so dishonest and unethical that they need to use two different names so it takes consumers longer to figure out who they are and how to avoid them in the future. Mr. ******* was rude, dishonest, and even had the nerve to play the victim in this response, although not nearly as rude as he was in letters to my real estate investor associates. Clearly Mr. ******* could use some business ethics classes, professionalism education, and just simply some general etiquette classes, as demonstrated by his ignorant, dishonest, and disrespectful response. Someone should teach this jerk that the customer is always right. That is how you run a business, maintain a business, and gain customers by word of mouth. Or, you could simply run a company under two names, screw over as many people as possible, be dishonest, unethical, and lie your way to the end. That seems to be his choice. AHG and ******* are a joke. They make a good living by screwing people over. They are not worth anyone's time, money, or spit. A real business owner would contact the unhappy consumer and hear them out, regardless of whether or not he/she agreed with the complaint of the customer. The simple fact that he is unwilling to do even that, which is really the bare minimum in customer sales, shows the class of person he is. In his response letters to the real estate investors who have given him tons of business in the past, he stated that he would not provide me service unless they were going to give him the 70 contracts that they had discussed in the past. This is unethical in itself. He also was incredibly rude to them to the point that they told him that they would never use his services again. Nice work! He obviously only cares about his wallet. I also read many of the existing complaints on this company and many had similar experiences to mine, and were unresolved. I even read about one that went to court and Mr. ******* even refused to pay the judgment placed against him in the ruling. What a class act this guy is, right? I also read a review of a former employee who stated that they were coached to lie to consumers and get them to purchase products. Then, when things went wrong they were always told that the issues were not covered. The employee did some investigating and found that the "contracted" employees who do the inspection to see if issues are covered were not even licensed contractors. They were simply handymen that you could hire from **********. What a joke. I have since lost my tenant due to the lack of services from AHG and have been forced to pay for 2 months of rent out of pocket on my investment property. I had excellent tenants that simply left as AHG dropped the ball again. They went without a way to do laundry for almost 2 months. AHG wants to be paid for all of the times that they sent some unqualified idiot out to a property to say that the issues are not covered. Nothing is ever covered by AHG. Then, I had to cover the repairs out of pocket, cancel the policy, and probably won't even get a refund as they claim I owe them. For what? They did nothing but cash my checks. Then, I had to pay another $650 for a warranty through someone else. They should be shut down and taught some manners.


Regards,

***** *****

11/19/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I had a plumbing blockage at my house in May 2015, that caused raw sewage to come up through all of my shower, tubs, and toilets. I called an emergency plumber to come out, since it was after 7pm. I submitted all of my required paperwork to AHG, as I had done many times in the past, for my reimbursement. After a four month process that included **** ******* telling me that she lost all of my paperwork, 2 months after she confirmed that she had received all of the proper paperwork that she needed, and repeated attempts to contact her, and waiting for her to do something as simple as return a phone call, I think I have been EXTREMELY patient. I have dealt with many different people at AHG, since I have been a customer, beginning in February 2015. She is the only person who made me feel like my business, my home, and my family were not important and made me regret choosing AHG for my warranty company.

Desired Settlement: $290 reimbursement for plumbing blockage.

Business Response: FOR THE RECORD-- This valued customer has used their homewarranty contract 7 times in the past 5 months.  One of these times as a reimbursementrequest (requested about 2 months priorto this issued) that was processed withno problems because they followed the contract.  The reason that I amtelling you this is because we have to establish that this valued customerknows the contract very well and has followed the terms several times prior tothis issue and 1 time after this issue.  This valued customer and the bbbknow that AHG's operations and procedures are based on a contract that thecustomer agreed to at time of purchase.  AHG has provided contractdocuments to this valued customer 2 times and contract specific section terms 7times.Below is the section of the contract that describes the process and contractterms required to process a claim.  PLEASE NOTE: the following from thecontract-- A) AHG reserves the exclusive right to arrange for a serviceprovider to contact the Contract Holder to schedule a mutually acceptablerepair appointment within four-business hours from the time a service requestis reported.  B) AHG will not reimburse for any parts or servicesperformed without advanced approval resulting in the issuance of anAuthorization Number.  C)  8.2 To request reimbursement, anAuthorization Number must be issued prior to service being performed. TheContract Holder will then have 30-days to mail a legible copy of the invoiceto: AHG REIMBURSEMENTS. The invoice must contain: a company name, address,phone number, license number and bond number (if applicable), arrival anddeparture time, description of the root cause of failure and a summary of therepair. The manufacturer and brand name of the8. Filing a Claim or Requesting Service:8.1 Contract Holders can go to:****************************or call AHG’s toll free service number:************** ** ****service requests. AHG reserves the exclusiveright to arrange fora service provider to contact the ContractHolder to schedule amutually acceptable repair appointment withinfour-business hoursfrom the time a service request is reported.Business hours are 7:00am to 5:00 pm Monday through Friday, ArizonaStandard Time. Servicerequests received on Saturdays, Sundays,holidays or if the dwelling of record isin a rural area, a 48-hour waiting period willbe allowed for a servicerepresentative to contact the Contract Holderto schedule the repair. In the eventthe Contract Holder is not contacted within thetime frame indicated above, a$5.00 credit (no cash value) will be issuedthat can be applied toward futureservice calls. Even though methods are in placefor AHG to receive servicerequests 24-hours/day, every day-- we do notguarantee we can providesame/next-day, weekend, holiday, or afterbusiness hours repair service. AHGwill make all reasonable efforts to expediteservice requests. In the event AHG’sservice providers cannot accommodate theContract Holder, an AuthorizationNumber will be issued. The Contract Holder willbe allowed to contract alicensed, bonded and insured repairprofessional of their choice and submit forreimbursement based on the following terms: AHGwill reimburse the ContractHolder a maximum of $55.00 per hour for laborand reasonable mark-up (not toexceed 50%) for all parts. AHG does notreimburse for diagnostic, travel, arrival,or contractor imposed service fees. Covereditem limits apply and all repairs over$350.00 require additional approval. AHG willnot reimburse for any parts orservices performed without advanced approvalresulting in the issuance of anAuthorization Number.8.2 To request reimbursement, an AuthorizationNumber must be issued pri.2 To request reimbursement, an Authorization Numbermust be issued prior toservice being performed. The Contract Holderwill then have 30-days to mail alegible copy of the invoice to: AHGREIMBURSEMENTS. The invoice mustcontain: a company name, address, phone number,license number and bondnumber (if applicable), arrival and departuretime, description of the root causeof failure and a summary of the repair. Themanufacturer and brand name of theitem serviced, and part numbers for allcomponents installed, as well as asignature by the Contract Holder indicating therepair is complete. AHG will issuepayment within 30-days of receiving an invoiceas described above. Bottom line-- AHG was not notified about thisissue until 16 days after the issue was resolved.  (we did not agree perthe contract to accept this claim).  As of today,  We still do notknow the root cause of the problem.  Please note that the date thisoccurred was a FRIDAY.  As, all parties know-- AHG has operators available24/7/365-- (all day every day we are here to help customers!)To be 100% clear to the BBB and this customer--Per the contract AHG does not reimburse for claims we are not notifiedof in advance.  Furthermore, ***THIS VALUED CUSTOMER HAS NEVER PAID THE SERVICE FEETO OPEN A CLAIM *** Yesterday when our customer service manager tried to talkto this valued customer -- HE REFUSED TO TALK TO HER and said "i wouldrather deal with the BBB" and hung-up on her. <-- This was taking placewhen AHG was trying to resolve the issue.  AHG has call the contractorthis valued customer hired 2 times to get information -- Both times, they tellus "they don't know the details and cant provide them"  Thiscustomer has followed the contract several times in just a few months. AHG has provided and reviewed in detail the contract with this valued customerseveral times.  AHG still does not know that the root cause of the problemwas because we were not involved and we cant seem to get the facts.  Pleaseunderstand that a home warranty is not a blank check.  Contract termsapply.
**** ** *** *******

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. 09-16-15 To whom it may concern:   I would love to actually be able to speak with ANYONE from AHG, who is not **** *******. Especially whoever wrote the BBB response letter. I strongly believe a phone conversation can straighten out, what seems to be a very confused and/or mislead person. I’m not sure how stating how many times I’ve used their service, since I’ve purchased my house, is relevant to this specific claim, at all. I purchased a 40 year old house, that was vacant for months before I bought it. How is it a surprise if MANY things need repair/replacement? That’s why I bought a 3 year warranty. First of all, the response letter seemed to leave out a few of my biggest issues. They seem to focus a lot on the money side of things, and neglected to respond to my biggest problems with AHG (**** ******* specifically), which were: 1.     **** admitting to me (which I’m sure she will deny now) that she lost my paperwork for two months. And I only found out about it when I called to check the status. 2.     **** making me and the vendor repeat the events of that night several times. Then, acting as if we were lying, or it was impossible that 40 year old plumping could have any issues. 3.     Taking 4 months to deny my claim. TRUST me, If **** would have denied my claim within a month or even 2 months, we would not be in this situation. But because I had to make over 20+ calls to AHG to remind them that I was still alive and waiting to hear from them, THAT is where **** really proved that I am indeed NOT a “valued customer”. 4.     This is the biggest correction I need to make….This section in the response letter: ““-- HE REFUSED TO TALK TO HER and said "i would rather deal with the BBB" and hung-up on her.””

Prior to me filling a BBB complaint, I had been trying to reach **** for two weeks straight. The last time I actually spoke to **** about my reimbursement, she told me she would call me back in a couple of days. A week went by, and I heard nothing. Every time I called the office, she was either sick, at lunch, or on just not there. EVERYTIME I called, I left her a voicemail message asking her to please call me back and I left her my phone number every time, just in case she lost it.  After not getting any help or information, I went to the BBB for help. And SURPRISINGLY, **** called me back immediately, the next morning. Why do I have to file a claim with the BBB to get a simple return phone call? After realizing that she wasn’t doing the simple things, like returning a phone call, I explained to her that the BBB was handling it and I didn’t need to speak with her anymore. And I did not “hang up” on her. She said “OK” and that was the end of the conversation.  It was NEVER about the money. ALL of the above issues are what lead to me filing a complaint with the BBB. The $290 was an afterthought. I just wanted to be treated like an actual “valued customer”. The response letter proves to me that AHG is all about the money and not customer service. I would like to respond to these claims: “As, all parties know-- AHG has operators available
24/7/365-- (all day every day we are here to help customers!)” CORRECT! Someone at AHG will pick up the phone 24/7. If the person who wrote the response letter, took the time to actually call me (#########), I would explain that the last time (and first time) I had an after hours issue (water heater went out) and I called AHG I was told that it is impossible to get a plumber out there on a Sunday (keep in mind, they attempted to contact ZERO contractors), and that I would have to wait until Monday or later. So, I hung up the phone, called the first plumber in my area on ******, and they were at my house fixing the problem within hours. I sent my invoice (and only my invoice) to ****** ****** ( the previous Service & Claims manager, who I understand no longer works there) and within a few weeks I had  my money back. ****** made the process simple and easy, like it should be and AHG is worse off without him. “Per the contract AHG does not reimburse for claims we are not notified of in advance.” Apparently, they do. I guess it just depends on who the manager is at the time. As, you can read from my first experience with getting a reimbursement, you can understand why there might be some confusion from all parties involved.  “AHG still does not know that the root cause of the problem was because we were not involved and we cant seem to get the facts.” I’m not sure which part of my very detailed explanation of the event was confusing for ****, especially since I told her several times over the phone. But, if someone who is a little more worried about customer service or the truth, would like to call me, *************, I would be more than happy to go over it AGAIN. “Please understand that a home warranty is not a blank check.” The most condescending statement I’ve ever had a company say to me. It’s almost laughable that someone would say this to a paying customer. Especially over something as small as $290. I ignored the overwhelming negative reviews that I read about AHG before purchasing my warranty and I wasted $3000 on this company, only because they were the only company to have a three year warranty.  Now I am realizing how much of a mistake that was. PLEASE UNDERSTAND…..IT’S NOT ABOUT THE MONEY. Never was. I’ve had much bigger claims denied before that cost me thousands, for various reasons. Not a big deal. This difference was that each time (BEFORE ****) everyone was honest with me, treated me with respect, never lost my paperwork, and did the simple things they told me they were going to….like return a phone call.  ”***THIS VALUED CUSTOMER HAS NEVER PAID THE SERVICE FEE
TO OPEN A CLAIM ***”I was NEVER, during this 4 month process asked, BY ANYONE, to pay a service fee. I would GLADLY pay DOUBLE the service fee, just to get some help….or a phone call…Since receiving the response letter, I called AHG customer service and asked them about reimbursement services fees. I was told that you can pay the $60 upfront OR you can have it deducted from your reimbursement. I was given NEITHER option. I repeat, if they were waiting on me to pay a fee, I would GLADLY do so. All they have to do is have someone who is NOT ****, call me ###-###-####. The only thing I care about at this point is getting the truth out there, being treated with respect, and making sure **** ******* doesn’t treat anymore customers the way she treated me. I would be REALLY happy if the person who wrote that first response letter will CALL me, ###-###-####, (I’m available every morning from 9am-12pm CST) to apologize for writing that letter and not actually talking to me (“the valued customer”) to get more information and truth about the situation. I look forward to hearing from you.  ** ******   ###-###-####**** ******* ** *** *** *** *** ********* **** **** ************Regards,** ****** 

Business Response: AHG was not notified about this  issue until 16 days after the issue was resolved.  (we did not agree per the contract to accept this claim).  As of today,  We still do not know the root cause of the problem.

10/15/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 29 May 2015, I reported to American Home Guardian my air home conditioner had failed. They told me no one was available to look at the system until Monday. I told them I would try to make it through the weekend, but if needed I would call a technician. We did not make it through the weekend. I called Arizona Refrigeration who came out and informed me I had a leak in the interior coil. Because of the age of the unit, they were not sure they could find the parts. I authorized replacement of the unit. I called and informed American Home Guardian of all the details. After the replacement was complete, I sent all the paperwork to American Home Guardian with a letter on 12 June 2015. In July 2015, I personally went to the offices of American Home Guardian to ask why I had not received reimbursement. They handed me a form and requested I obtain the necessary information needed for reimbursement from the installer. I did so and returned the completed paperwork the next day. On August 5, 2015, I sent another letter to Home Guardian requesting reimbursement. I also talked directly to the person in charge of issuing the settlement. That person committed twice to a resolution date. Neither commitment was kept. On 5 August 2015 I wrote a letter to the president of the company explaining my plight and again asked for reimbursement. Today is 15 September 2015, and I have not received any response to ANY of my requests for reimbursement. I want reimbursement for the entire cost of replacing the air conditioner.,

Desired Settlement: I desire complete reimbursement for the replacement of the home air conditioner unit.

Business Response: Check#***** was issued for reimbursement weeks ago per the contract terms.AHG will place a stop pay on the check and send another one today. replacement parts are available and this valued customer did elect to upgrade their entire HVAC system instead of  just fixing what was the root cause of the problem.  This is called out in section 2.5 of the contract that reads as follows: 2.5 Unless specifically noted, AHG is not liable for cost of any kind associated with obtaining building or construction permits, or required modifications to upgrade, or install appliances, utility systems, heating or cooling equipment that may occur due to incompatible components, technology or conversion to comply with local or federal codes. Also excluded from AHG liability is the cost to provide a new utility run or access to existing utility systems and equipment located on the roof, or 20 feet above finished grade, or if the item is located in an attic, crawl space, roof, wall, ceiling, floor, or encased in concrete. In the event access is required to any of the above, the opening will be restored to rough finish. Paint, texture, wallpaper, tile, stone, stucco,plaster, siding, paneling, any form of flooring, or roofing are the Contract Holder’s obligation to repair. AHG is not obligated to repair damages to screen walls, fences, cabinets, counter tops, or to pay any additional cost if the contract holder chooses to upgrade any item.

10/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ******** ********** was sent by American Home Guardian (AHG) home warranty insurance company to repair the self-cleaning function on our Viking oven. We paid AHG a $100 service fee. ******** set the self-cleaning function to 2 hours of timed cleaning, insisting that was the only way to make it work. When the timer shut off, my wife opened the oven and the door glass was cracked from top to bottom. We called AHG and reported the issue. AHG said they would re-dispatch ******** to replace the glass. He returned 2 weeks later with the wrong part. After another 2 weeks, he returned with the right part. After spending perhaps 20 minutes replacing the glass, he attempted to charge me $385 for the repair of damage he caused by using an incorrect method for the self-cleaning function, as I found out by consulting the factory manual on the Internet. The self-cleaning function is fully automatic and requires 4 hours to clean and cool down. The oven door automatically locks for that 4 hour period so that it cannot be opened until it is cool enough to open without danger or hazard. AHG and ******** never disclosed that I would be responsible for paying to repair the oven glass after ******** caused it to break with an improper procedure. I want a refund of my $100 service fee, since the repairman sent by AHG did not repair, but rather, broke the inner door glass in my oven by using an unadvised, irresponsible method for forcing the self-cleaning function to operate, in contradiction to the Viking factory published operation manual. AHG sent an incompetent, unqualified repairman to our home and I deserve a refund of the $100 service fee AHG charged me.

Desired Settlement: I will consider this complaint to be resolved when American Home Guardian home warranty insurance company reimburses my $100 service fee to me.

Business Response: Let me be 100% clear-- This valued customer reported broken glass prior to a service provider being requested.  This is why we documented and over communicated (verbally and in writing many, many times as we have demonstrated).  

This valued customer also was advised before the service request was completed of all options.

Per the contract, service fees are not refundable.  When our service is used we expect payment per the contract terms.  In the very, VERY rare event that something is not covered by AHG-- WE ALWAYS (WITHOUT EXCEPTION) make sure the customer receives very large discounts. This customer was given a several hundred dollar discount, and we have paid the vendor for diagnostic and other repairs.

There will be no services offered for free-- (after discounts have been accepted) period.... especially when both AHG and the service provider have had to deal with very negative misrepresenting online reviews, BBB, *****, and *** complaints.  

If this valued customer can please provide any section number in the contract that we have not upheld, AHG will offer further consideration and we will absolutely rectify the situation at once.  AHG will deliver exactly what we and this customer agreed to at time of purchase without question. 

This clearly is going into the category of no good deed goes unpunished.  It would have been better for ALL involved if we would have refused service and not offered to help... but that is not how AHG operates-- WE ALWAYS HELP EVERY CUSTOMER... and that will never change.

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.

1. American Home Guardian's response to my complaint is a downright LIE. The service person they assigned to address my service call to repair the self-cleaning function on my Viking oven broke the inner door glass of the oven by employing a method of his own invention, rather than the factory recommended procedure, for operating the self-cleaning function on the oven. American Home Guardian should be responsible for the actions of their assigned service person.
2. Since the American Home Guardian service person did not fix the problem, but instead caused damage to our oven, we are entitled to a refund of the service fee we paid to American Home Guardian. We only fixed the self-cleaning function by contacting the Viking company directly, on our own, and received instructions for operating the self-cleaning function.
3. American Home Guardian has many, many more complaints and unfavorable reviews, to which I added, because their attitude is to grab every penny they can get from unsuspecting customers, such as myself, and then find ways to deny the customer a fair and equitable solution to their problem. This is a pattern with
American Home Guardian, as evidenced by the numerous complaints of abuse from disgruntled customers on a large number of websites that provide a review forum for companies such as American Home Guardian. In fact, their record with the Better Business Bureau is far less than stellar, their rating being below standard.

I will not be satisfied until I receive the $100 service fee refund for not performing the job that American Home Guardian was responsible for providing.
I cannot believe they LIED BY REPRESENTING THAT THE OVEN GLASS WAS BROKEN BEFORE THEIR ASSIGNED SERVICE PERSON ARRIVED! It was NOT BROKEN.
The American Home Guardian service person BROKE THE OVEN GLASS ON JUNE 15, 2015, THE SAME DAY HE SUPPOSEDLY "REPAIRED" (read "BROKE") our oven.
  



Regards,

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

Business Response: To clarify the demands of this customer... They want service (parts installed costing hundreds of dollars that AHG paid for), Discounts on non-covered glass damage... and they want their money back.

To demonstrate AHG is a customer service and Customer Focused company AHG will Issue a credit of $20.00 to this persons account that can be applied towards renewal or their next service fee.

Have a nice day!

8/29/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

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

Desired Settlement: I would like to be paid the $258.25 owed to me by AHG immediately, and also have a credit applied to my account for the next 2 service calls due to their debacle and poor handling of this issue ($110).

Business Response: American Home Guardian is always happy to help customers per the terms of the cotnract and this will prove to be no exception.  In the end, this valued customer has my firm commitment that we will do exactly what our contract says.

Here are the actual facts:

1.  Fischer is an unincorporated community in Comal County, Texas, United States. The population was 688 at the 2010 census.  It is located 3 hours west from Fort Worth/Dallas and over an hour from either Austin or San Antonio.  Without question this qualifies as a rural area.

2.  When this valued customer placed their order for a home warranty contract online, the contract documents were 100% clearly labeled on the face of all documents that the home was located in a rural area and reimbursement for services would be required per section 5 of the contract as follows:

5.6 In the event the Contract Holder contracts a licensed, bonded and insured service provider of their choice, AHG will reimburse the Contract Holder a maximum of $50.00 per hour for labor and reasonable mark-up (not to exceed 50%) for all parts. AHG does not reimburse for diagnostic, travel, arrival, or service fees. Covered item limits apply and all repairs over $250.00 require additional approval. 

5.7 To request reimbursement when an Authorization Number has been issued, the Contract Holder must mail alegible copy of the invoice to: AHG REIMBURSEMENTS, **** ** **** ****** **, #***, ****, Arizona 85210 within 30 days of service being completed. The invoice must contain the Company’s name, address, phone number, fax number, license number and bond number (if applicable), arrival and departure time of the contractor, Description of repair summary and cause of failure, manufacturer and brand name of the item being repaired, and part numbers for all components installed, as well as the signature of the Contract Holder that indicates the repair is complete.

5.8 AHG will issue reimbursement payments within 30 days of receiving an invoice that contains all the information listed in 5.7. 5.9 AHG does not guarantee any work that is provided by contractors outside of our service network. If a recall is required within 60 days, it is the Contract Holder’s obligation to contact the contractor directly to warranty their work.

3.  This customer had a very minor repair -- (7.5 Run cap) cost of this part is $9.28 with 35% mark-up applied.  Based on about 1,500 of the exact same repairs that AHG has processed this year, the average installation time of a run cap is 10 min.... this = less than $10.00 for a total job cost of $19.28.  This is below the $55.00 service fee that is required to be paid before service is indicated per section 5.12 of the contract as follows:

5.12 A $55.00 Service Fee is required for each item or for each dispatched service requested by any occupant of the dwelling of record. Payment is required to AHG when service request is initiated.

4.  As you can see per the contract terms that the customer agreed to by clicking to accept all contract terms at time of purchases online -- The repair that is covered by AHG is less than the service fee required to process the claim.    The service fee BY THE WAY -- WAS NOT PAID.

5.  because of the rural area status of this valued customers home, they were required to pay "extra" fees that are specifically called out as excluded in the contract as follows:

5.6 AHG does not reimburse for diagnostic, travel, arrival, or service fees.

Therefore, AHG will not be offering any payment for excluded items.

6.  This valued customer also neglected to mention that as part of the service they received/approved included maintenance activity on a condensation drain line that is in the homeowners obligations section of the contract.  Please see section 3 as follows:

3. Contract Holder Obligations:

3.1 It is the Contract Holder’s obligation to review and acknowledge all terms and conditions of this contract before utilizing the contract or requesting service. Please call ###-###-#### if you have questions. 

3.2 It is the Contract Holder’s obligation to perform all manufacturer’s recommended routine or preventative maintenance activities, such as: Cleaning, filter
change-outs, lubrication, consumable component replacement, proper fluid, gas or refrigerant levels. Please contact the manufacturer or see the owner’s 
manual if you are unclear about these requirements.

8.4 ITEMS NOT COVERED: System start-up or seasonal shut down; Filters, baseboard casings, humidifiers and dehumidifiers, deionizers; Plumbing and valves located outside the unit; Wiring below grade or encased in concrete; Fuel or gas of any kind; Lubricant storage tanks, grills, timers, drip pans, condensate line blockage removal, all distribution ductwork, pads; Dampers, electronic zone control systems; Roof jacks or stands; Programming thermostats; Batteries; Heating or cooling units exceeding 5 tons; Improperly sized or mismatched heating or cooling systems; External pumps of any kind, water towers, holding tanks or pre-chillers; Labor, equipment rental and insurance rider costs required to provide service or access to units located above 2 stories or 30 feet above finished grade; Cosmetic or surface damages, light bulbs, handles, glass or transparent  plastics; Clogged or dirty coils; All maintenance or cleaning;

2 NOTE WORTHY ITEMS –

1.     This customer has used our services 3 times and they –by their actions—have demonstrated they know and understand the policy and procedures.

2.       AHG does not approve any costs until we see the invoice documenting all of the work that was done, then we apply coverage based on the contract terms.  Our staff did acknowledge that this valued customer did call indicating the job was over $250—But we were not advised that the majority of the cost was with travel and plumbing outside of the unit (excluded from coverage).

To conclude-- AHG has followed the contract terms that the customer agreed to at time of purchase and accepted by clicking to accept at time of purchase 
online.  This valued customer is asking AHG to pay for items that are not in our scope.  Without question, the contract terms apply.  I need to be 100% with the BBB-- AHG never agreed to pay the travel time, or the  maintenance.  This is documented in a contract as provided above.  Without question this customer is in a rural area-- and we happy to offer some financial assistance to all customers within the terms of the contract.  THIS CANNOT GO ON AHG RECORD BECAUSE PER THE BBB RULES OF COMPLAINT AHG NEVER AGREED TO PAY OR COVER THE ITEMS THIS CUSTOMER IS ASKING US TO PAY...

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 consider this complaint resolved and thank AHG for their quick and educational response.  If AHG would have done a better job speaking with me on the phone the multiple times I called, and returned calls to me, I would not have been inclined to file this complaint.  Further, AHG, please understand that we are elderly and do not always understand exactly what the terms mean.  In our eyes, the work was done, we called and received what we perceived as approval for the charge, paid it, and expected reimbursement. How are we to know that the repairman was dishonest in their work and overcharged?  We don't know what the parts are, how much they cost, nor how much time is expected to install them.  We had hoped to have a partner in preventing this with AHG.  Finally, I don't know how AHG considers Fischer rural, as we are 22 miles from the very large city of New Braunfels and 17 miles from the large city of San Marcos. Both these cities have numerous electrical, heating, AC, plumbing, and other repair businesses. 

Regards,
 
***** *****

 

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!


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61 Customer Reviews on American Home Guardian, Inc.
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