Complain about a product or service

American Guardian Warranty Services, Inc

Joyce of Cedar Park, TX January 3, 2010

I bought my first home in June 2008. It was the usual process: contract, inspection, repairs, closing, and the house came with American Home Shield. For a whole year the house was great, everything worked. American Home Shield had decided to raise the premium for my home warranty the coming year and sent me letters of renewal - that was when I began my "homework" for a more affordable home warranty company with better reviews. I sent many emails to many home warranty companies in the area with the following information: 1.) My home is 20+ years old 2.) I need coverage for repair and replacement for my at least HVAC, water heater, plumbing, electric, and unknown pre-existing condition and code violations since building codes change. 3.) The conversation went like this: "Also, in your response you didn't mention anything about limits of coverage when it comes to anything needing replaced. Does it mean, for example, if an A/C system needs to be replaced and it costs 4000, AHG will pay for all of that rather than, like some companies, only cover 1500 and let the customer pay the rest, plus the service call fee?" and their reply was this: "Our limits meet or exceed the highest in the industry. We go up to 5,000 per hvac unit. I don't know anyone who goes that high."

So June 2009, I switched my home warranty from AHS to AHG without interruption. November 2009, I noticed that my central heat was not heating my house like it did last winter, so I called in for service. AHG sent a technician to my house about a week later. The technician said that the heat exchanger was leaking and was unsafe to operate, and since it's an old unit, he quoted a 1700 replacement. AHG called me a few days later and told me they will not pay for the replacement, but they will give me a 900 check. The phone conversation went something like this (to the best of my recollection, of course):

Me: Is this 900 for just the heating? For example, if I use the 900 for replacing my furnace, I pay the rest, then wheat happens when my cooling breaks down this coming summer? M: The 900 is for the entire system. Me: The entire system like, the entire heating system? Or the entire a/c and heating system? M: The entire system. Everything.

I think I was on the verge of tears from the shock and frustration. Well, as any reasonable person knows, to replace the entire system as they have implied, will cost at least 5000. Naturally, I did not accept it and told them I was told differently by the person who signed me up, and they said "send us the email."

That same day I sent them the entire log of email exchanges, and got a response from their company president, who told me this: "when you got you contract in the mail, you also received a letter that asked you to read and understand your contract. It has been our pleasure assisting you." Unsigned. (I didn't know he was the company president until I looked up the company profile online.) He also pointed out in the contract that says everything said before the contract do not count. Goodness! So the company has the policy to warrant BS(pardon me) in order to fish customers? It sounds more like bait and switch if not deceptive trade practice.

Knowing this isn't good, I filed a complaint against AHG at the Better Business Bureau. As a BBB rule, companies are given 30 days to respond to a complaint, with one reminder about 2 weeks into the 30 days if no response is received. AHG did not initiate any contact with me nor did they respond to the BBB for the whole duration.

A couple of days after that given 30 days, after BBB contacted me and pretty much said they couldn't do anything since the company didn't reply, and was probably ready to lower the company's A- rating, I wrote an email to the company's president again asking for the status of my claim and why I've been ignored for 30 days, I got some pretty dirty responses. Here are the highlights:

"I do not see anywhere in your emails that you advised AHG of the age of your heating/cooling system-- only the age of your home." Even though I never mentioned anything about anything ever having been replaced either. "I need to be 100% clear that at no time has AHG ignored you as you state below. This is simply not true and very questionable as to why/how you could make such an outlandish accusation." They didn't reply to my BBB complaint for a whole month!

"Because this issue has lingered for so long, I am going to give you until December 29, 2009[...] If no decision is made, AHG will mail you a 900.00 check and[...]no further actions will be taken by AHG related to this service request." They made me wait for a whole month in the cold...

Well, after I wrote back and told them I couldn't accept this since I was exploring my options, in a couple more days, I got a message from the BBB saying that the company has responded, and it was merely the email reply above from them. The president implied to BBB that they didn't ignore me, though they didn't tell the BBB that I had to contact them first after the 30 days' wait, nor did they say to BBB that I had refused the "deadline" they tried to impose.

I wrote a response to BBB explaining that AHG never asked me about the age of my units, and I never said anything was ever replaced, and per AHG contract, they could have refused the issuance of contract to me at that time, but they didn't.

Well, AHG responded saying that the entire "age conversation" does not apply (even though he explicitly said I didn't tell him the age of my units) since they cover everything no matter how old, but simply that they get to decide the "value" of the items. For example, even though in their contract it says in case of replacement, they'll replace with builder grade items, he says they had decided that my old units aren't worth anything, so by that "policy" they don't need to pay for it.

Furthermore, the president of the company said: "On the estimate, the contractor very clearly states that the heater NEVER WORKED. [She] knew this because she has lived in the house for over a year." Well, I have my gas bill as well as that technician's initial invoice/report that simply said my heat exchanger is broken and is unsafe to operate; he never said that it never worked. At least he never did say that in my face... otherwise I'd have showed him my gas bill and mentioned the fact that the last home warranty company, American Home Shield, never got a service request from me last winter.

He also began a string of nasty implications: "The fact that we have offered her anything should be viewed as a very positive statement-- I am sure you and [she] agree[s]." Wow! I can't believe he said that without proof. That's gutsy. Of course he offered me something - I paid for a warranty with them! Why else would I buy warranty if I expect to have nothing done for me when something breaks down?

Of course, I sent a reply to BBB with the photos and documentation of my gas bill and what the technician wrote so that BBB has the record straight. They can check with American Home Shield if they want to verify that I had no problems with my house at the time of the "switch." Unfortunately, at this moment, BBB has not yet changed their rating and has determined this is beyond purview. I'm just frustrated because it's almost two months now.

I'm freezing in my house and I do worry about the plumbing that may burst if I continue to have no heat in the house as weather gets colder. I also worry I am going to get sick from the cold as well as the mental stress this is causing me. At the same time, I just don't believe a company should be allowed to lie their way to get customers.

joseph of port richey, FL September 2, 2009

We were solicited by the company telling us that they could help get us a loan modification.We sent in 19 different emails with a total of 53 attachments.We called and called to find out what was the status because we wasn't hearing anything from the company."In total we spoke with 2 people and that was over a 4 month period and at our pushing the calls.In the meanwhile they took no time in taking 1000.00 from our account on June 23rd,2009.In addition out mortgage company,who American Guardian stated to no longer deal with nor answer to kept contacting us until I finally called them and they stated that they hadn't gotten anything from American Guardian.We then get a letter saying we have 10 days to submit certain paperwork,which I had submitted months prior and I have all emails and attachments or we would be in foreclosure.I contact American Guardian can get noone on the phone so I leave a message in which a Lisa told me to not call telling them they weren't doing their job..although they HAVEN'T.Then says they just contacted our mortgage company whos saying they need paperwork,which was one if the things I stated in the voicemail to American Guardian,although prior this in the first call they had everything they needed.We are now out 1000 dollars,now behind almost 7000 and have gotten a return phone call twice.This is ridiculous and absurd..what they've done we ourselves could have done.Is it our mistake for not being more educated in all of this absolutely,but is it ok for companies to take advantage of people in their hour of hopelessness and the fear of losing their homes NO!!! This is ridiculous."I will also be contacting the BBB as well as the Attorney General In New Jersey and Florida.

Charlene of Capitol Heights, MD July 28, 2009

I purchased an extended auto warranty with American Guardian. I have had this policy for 5 years and have never had to use it until this year. I put my vehicle in the shop at the Mercedes Benz dealer, the informed me that my ignition coil was bad and that I had a engine leak. The warranty company was contacted which took two days only for them to tell the dealer that neither part was covered. This company has very poor customer serivce and something really needs to be done. I went to there websites only to see the a few customers who was pleased with this company. I will never use this company again.

Scott of manhattan beach, CA July 6, 2009

Land Rover engine was replaced by the company with a very old engine, which was sent after a two week delay and a wrong engine sent. Rebuilt engine leaked oil and coolant through gaskets, which was confirmed by Land Rover. However, company was unwilling to fix their error.

Stacey of royal palm beach , FL June 24, 2009

Purchased service agreement Dec 2008 cancelled Apr 2009 haven't rec'd refund check yet. called company two weeks straight recording picks up everyday left several messages no responds.

Stacey of royal palm beach , FL June 24, 2009

Purchased service agreement Dec 2008 cancelled Apr 2009 haven't rec'd refund check yet. called company two weeks straight recording picks up everyday left several messages no responds. Also contacted the administrative claims office.

Cassie of st. petersburg , FL June 1, 2009

I brought my van in on Wed morning. The shop did a diagnostic and called American Guardian to file the claim. They proceeded to make an inspector come out. Thursday the inspector didn't come out so we had to get a rental thru American Guardian. Friday afternoon the inspector came out. He didn't fax the information to the Adjuster until monday afternoon after 3:30. I was informed that I wouldn't be authorized a vehicle but for only 3 days. But it took 4 days for the inspection to be complete and the adjustor still didn't approve the claim on monday afternoon.

On Tuesday I have to return the car and have 4 children that I am now unable to transport. To make things worse my 1yr old has surgery on wednesday and I am unable to drive him there due to thier delays. I have called several times to speak to someone to authorize me more days because I didn't do anything and the shop has not been able to work on the vehicle because of American Guardians delays.

I was hung up on and told that they would authorize the vehicle until tuesday only but that they were sorry that my son was having surgery but they will not give me an extra day. I feel that this company is a rip off and does not work in a timely manner and they do not have thier customers best interest at heart. I am going to cancel my policy with them and get another extended warrenty company. No one should have to go thru this. I had to postpone my sons surgery due to thier delays and them not authorizing me a loaner car for an extra day.

Fred of San Diego, CA April 8, 2009

Fred of San Diego CA (04/08/09)
I'll keep updating this as the story unfolds. After reading the previous reviews I'm a bit worried now that I need to file a claim with Wheelz.

Two months ago I purchased a used 2002 Subaru Impreza WRX Sport Wagon. I also purchased the Ultimate Used contract from Wheelz for 3 years/36,000 miles for 1,700.

Early this week my car stopped boosting, lost a lot of power, and the cabin started reeking of fuel. After reading through the contract and noting that any ASD or dealer repair shop is acceptable to bring my car in for covered service, I opted to take the car straight to the dealer.

Turns out my new to me car requires 2,781.81 worth of new parts. Most of these parts fall under the list of covered parts in my service contract. Wheelz is sending over an inspector today to make sure the claim is valid. I'll report back after I hear from the dealer again.

B of Wasilla, AK March 28, 2009

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