American Home Guardian

It seemed they would great until the first guy came out and did not finish his work. The second time we called it was for a ceiling fan. It took them a month to get someone out and then when he needed additional instructions from the company they took two weeks to get back to him. During this time I called numerous times to get someone to talk with me why it was taking so long. I asked to speak with a manager on a Monday and was informed that there was no manager that came on That day… ON A MONDAY!!! I had to leave a message and of course I received no call back. I will be going with someone else once my year is up.

Worst company I have ever dealt with in my life. Refused to return my phone calls, lost my paperwork, extremely rude managers. Had to file a complaint with BBB, just to get them to send me an email. Please don’t waste your time or money with these people.

American Home Guardian Home Warranty Insurance Company refuses to accept any responsibility for damage caused by the incompetence, ineptness and/​or inexperience of the subcontractors they assign to address the service request of a policy holder. What this means is that after you pay a service fee to American Home Guardian to dispatch a repair/​service person to your home to resolve the problem you have reported to them, the service person can break appliances and cause other damage to your home with impunity. Your only recourse would be to sue the service person. Relying on American Home Guardian to send out a competent, experienced service person to solve your problem under the terms of your home warranty insurance policy is nothing other than rolling the dice. You pays your money and you takes your chances. Avoid this company. There are better companies out there to warranty your home appliances, etc.

BUYER BEWARE! This company only seeks to take your money and not provide services. We had an emergency situation arise with our rental property and this company refused to reimburse for the repair that they allegedly cover under the contract. When my property manager called the agent she spoke with was rude and abrasive and refused to help. I tried calling as the purchaser of the warranty and was met with a very rude, combative agent who constantly interrupted me and made comments regarding my intelligence level. When I stated I would be contacting the BBB and also canceling my policy with them in favor of a company that actually cares for their customers, the agent told me to read the cancellation policy so I could at least do that correctly. Completely unnecessary and disrespectful attitude from the agent. They are losing my business just off the attitude of their representatives alone.

I have been quiet for too long and I feel like the public needs to have a review of this company from someone who worked there for years. First off I am not a disgruntled ex employee but actually the contrary, since I have left this place I have been much happier everyday and believe that leaving was the best thing I could have done for myself. The unnecessary and excess stress caused by this place was taking a toll on me mentally and physically. I tried to tell my boss about this several times and nothing really changed.
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I worked for AHG/​SHP/​Magnus Home Warranty as a manager of their service /​claims department. You can even read several reviews from clients right here on Unilocal whom have put my name in a negative light when I was just doing as I was told so I am sorry to those people who I had to give bad news too or offer a less than fair/​equitable settlement. It makes me sick to even have to put this company on a resume considering how shady they are in general.
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This company has no real structure and no training for their employees. Ask them to demonstrate literature or a training manual. They won’t because it doesn’t exist. 3 years I gave my all to this company to be treated unfairly by the owner himself. No one was ever held accountable for their actions there so hence why the staff failed to take ownership of claims for customer or even treat them with the basic respect and decent customer service. Instead you have a untrained staff whom found it easy to keep passing the buck and kicking the can down the road because my ex boss would not hold people accountable and I did not have the authority which a manager should have to do so myself. Maybe it is because he is also the landlord for one of the employees and the employees are also friends/​related to each other. Why Lose an employee and a tenant?
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This company operates out of the same office where a service company (Sonoran Home Services) operates out of. Normally that would immediate cost savings considering that both the warranty company and the service company were out of the same place and owned by the same individual. Well it is far from that. Put it this way, call them and ask the individual who answers the phone to explain what and why «time into the job» (additional deductions) on top of the cost of the service fee is required for jobs. You will find that most likely the person you are speaking to cannot give you a solid answer to this. This is what happens when you don’t spend time and money to properly educate and train your staff. Instead there is a tyrannous owner who will spew condescending remarks at you and even curse at you when you make a mistake or try to explain something. I even had multiple occasions where he would rudely interrupt or shout from his office to mine while I was on the phone with customers! I get he was trying to yell out what to say to the client but that behavior from the owner really shows you what kind of operation this is.
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The technicians who are dispatched in the Phoenix area out of the service company (Sonoran Home Services) who are owned and operate by the same person who you paid your warranty to are basically handymen who also carry a refrigeration license. I cannot tell you how many times I had to deal with situations where there was multiple visits to one client to correct the simplest of complaints. All because again, the owner is not willing to go out and spend money to properly train his people. There was roof repairs being made when these guys were never even qualified to handle roofing! But because most repaid were treated and paid as minor repairs the «handyman clause» applied.
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Look for the most part their product is good on paper, maybe even a great deal. But the culture and work environment there combined with a universal lack of compassion for their customers and basic understanding of their product outside what is written on the contract is what is really bad about this place. I mean I was on the phone with customers who could hear unprofessional behavior and language in the back ground. You have to have the right people.
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The staff openly joked about customers and even made fun of some which was just not okay. I guarantee that if you were to ask the last 5 people who separated from this company they would agree and or attest to at least 90% of what is written here. When I decided to leave I told the owner that I have asked for his help in addressing certain behaviors and basically was ignored yet again! Get this the owner even went as far as trying to say that I was trespassing on company property when I just went back to grab my photos and personal belongings along with return his office key. The owner Chad even reversed my last paycheck and made me wait almost 2 weeks to get what was rightfully mine and what I worked for. Instead I got less than expected.
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There are many choices out there for a warranty. Trust me when I say that this is not the company you want to go with.

My Real Estate Agent suggested this company when I bought another home in Las Vegas. I had used another company for many years with excellent results. AHG is at the bottom of the pit and if there was a ZERO rating I would use it. Very poor customer service and although I was told that taking the «Elite Coverage» all items would be covered except my pool. Not true. I first had an issue with a toilet leak from the Master bath which caused a lot of damage to the downstairs dining room ceiling and wall by the time it was detected. Since the damage was noticed within 30 days of close of escrow there was no coverage. My upstairs AC was not cooling and apparently needed Freon. Again the gas was not covered although my Agent had been told that everything with the AC units was covered. I have wasted my money on the lousy company and would recommend anyone looking for a home warranty stay far away from this piece of garbage.

Awful! Worst home warranty company I have ever worked with. There was only 3 times I used American Home Guardian and 3 times I was extremely disappointed. FYI they’re not opened on the weekends! My washing machine broke on a Monday and they didn’t get anyone out the whole week. I kept calling, they would forget to call back. Here comes Friday and no one came. If they can’t get anyone out to fix things before Friday, you’re out of luck until Monday unless Monday is a friggin holiday (which it was in our case) We went a week+ without a washing machine. I don’t even want to talk about our garage door. If your freezer is under warranty your ice maker and other features in the freezer are not. Please do not use this company if you want to keep your sanity.

1 star is being FAR too generous. After 10 years in real estate I have worked with my fair share of warranty companies, I tried AHG in an effort to support a local business. AHG is by far the WORST company I’ve worked with yet.
I have been on hold for 28 minutes (as I type) waiting for a simple email confirming that they canceled my policy without any written confirmation or refund of my pro-​rate balance.
Nothing is covered, they nickel and dime you with fees and BS charges, and their customer service is the WORST I’ve ever experienced. Total SCAM, don’t buy. There are plenty of other warranty companies so do your research, go with a firm who cares about their reputation and has the wherewithal to cover their policies.

I would go zero as well if that was an option. What a joke. I was a customer for over 5+ years in a house that had no issues except for last year. Guess what? Not only did they not contact me to renew but when I ontacted them they had decided that «management did not want to renew my policy» I was allegedly informed via email which is BS because I religously check spam for instances like this. I thought I had been auto renewed as I had been in the past. Instead no call no write just dropped us. When I call to file a claim I am told no policy. Let me tell you the work wasn’t that great and is all a scam set up through their Sonoran services company which does the repairs and shotty at best. I have since switched my other home to Choice home warranty which is a national company that costs less and actually answers their calls. I have had nothing but a great experience with them so far. My recomendation is to check them out instead.

An absolutely terrible company — I wouldn’t even recommend them to someone I hated they are that bad! I would give this company a negative rating if I could — they don’t even rate a zero. I’m not sure where to even begin — this company is so bad in every aspect. I called them concerning a plumbing issue and because I just bought the house a month ago, they wanted a copy of the home inspection report so I sent the summary. That wasn’t good enough. So instead of them just asking me for the full report, they sent an email to the home inspector with the string of emails that had transpired between me and AHG. He wrote back to them and told them flat out he’s never seen such unprofessional behavior and, as a professional home inspector, he would be sure to tell his clients to stay away from AHG at all cost.
The plumber they sent said he couldn’t fix the problem, he didn’t have the equipment needed. He said he snaked the line as much as he could and that was it. He said a hydraulic pump (or something like that) was needed. I called a few plumbing companies and they said that is ONLY used for commercial buildings as it would blow out residential plumbing lines.
Skip two days later and the plumbing issue got worse after the plumber was there! Before some sewage back up was occurring in a guest shower. Now not only is the shower filled with sewage but every toilet is backed up. I don’t know what he did but not only did he NOT fix this issue, I’m concerned that he actually made it worse. So I called AHG today (Saturday) and finally got through after being on hold for a long time and after being disconnected twice. The person I spoke with said they would have to call the plumber. I asked them to call me back to give me an update — whether or not they were able to reach the plumber or not. That was almost 5 HOURS AGO!!! And this is for an emergency service call since no plumbing whatsoever is working in the house. I’m glad I went with my instincts and had contacted a reliable plumbing service soon after I called them. They will have a plumber out shortly to see what the problem is and fix it if they can today.
I’m cancelling my contract with AHG and filing a complaint with the BBB first thing Monday. This company should not be in business! Buyer definitely beware!!! They do nothing but cause you additional stress and grief in addition to the issue you are already dealing with.
****Update***** Just as I had suspected. The plumber sent by AHG was incompetent and actually made the situation worse. Instead of snaking the line properly all he did was push the stuff towards the main line and clogged multiple lines by doing so. I will be filing a complaint not only with the BBB concerning American Home Guardian, I will also be filing a complaint concerning this plumber with the AZ Register of Contractors.

Incompetent, scam of company. Do not use this home warranty company. I purchased the highest end Premium level policy and have been left completely dissatisfied. Our hot water heater failed to work 2 months after moving into our new home in Fall of 2013. AHG sent out their tech from Sonoran Home Services (which is the same owner as AHG), who informed me that we needed a new heating element in the appliance, which he replaced. Now 8 months later, the water heater is still not working properly, so he came out to inform me that due to lack of maintenance on the appliance (annual flushing) that we needed to purchase a new heater and that it was not covered under our contract because it had over 19 years of sedimentary build-​up. So after paying $ 110 in services fees, I am left having to purchase a new $ 500 appliance. I requested a refund of the second service fee, since the tech did not properly diagnose the problem during the first service, which they denied.

Incompetent, Deceptive, Disorganized
DO YOUR HOMEWORK FIRST AND SELECT A WARRANTY CO WITH GOOD REVIEWS OR YOU’LL BE SORRY.
What a nightmare! They never sent us our contract despite requests by phone and writing. Then, months later they denied a claim saying the appliance was a brand not covered even though the service item was listed as «covered» on our confirmation email (which they said was not the actual contract, but just a confirmation email… hmmm.) They had to come out MULTIPLE times to make a repair of the same appliance and the repairman was so incompetent that he had to look up online how to repair it… scary! Sometimes it takes multiple calls to get them out. When you call to schedule work, they actually just take your info and then tell you to wait for another department to call you and this may or may not actually happen.
Before I wrote this I wondered, do only irritated customers review home warranty companies… are there any with good reviews? I googled Arizona home warranty companies and found one called OneGuard and it had much better Unilocal reviews. I plan to give them a shot when my contract expires with these goofballs.

Horrible company, do not use. I hate this company, and as a realtor I have seen alot of warranty companies. If it were possible to give «0» stars I would. This company will first try to deny your claim, and if you challenge them over coverage, then they try to send out their in-​house repair company (Sonoran Home Repair) that knows diddly-​squat about air conditioner repair and plumbing. I’ve had to bring in my own repair company after the warranty to fix what they didn’t fix in the first place. I am never going to use this company again, nor will I recommend them to any of my clients.
If you are thinking about using this company — don’t. Save yourself money and a lot of aggravation. Go elsewhere.

I would actually rate American Home Guardian (AHG) with zero stars if it were possible. This company is a complete scam. Our air conditioning went out on our house last Friday (5÷17÷13). We called to have a service person come out. The people that were supposed to come out never called us back. When I finally figured out who they were, they promptly told me the earliest they could come out would be on Monday. I called back again and they had another person come out. Keep in mind that every time you call you get put on hold for a minimum of ten minutes.
The service person looked at the condenser unit on the side of the house and told us that the condenser had burned out and needed to be replaced. I asked about the unit in the attic and he told us that he couldn’t check that because the condenser wasn’t working. I was later informed the upstairs unit, if it had problems, would have to be another claim for another $ 55. I thought the «complete» air system was one item.
Then I asked about having the entire unit replaced instead of just having the part replaced as the unit was about 12 years old. They couldn’t give me the invoice from the contractor, but somehow knew I’d owe the contractor $ 165 for non-​covered items under the contract like haul away, Freon fill, labor, etc. And anything else the contractor decides is non covered. I deal with contracts at my job and I never agree to anything without a contract stating what’s going to be done, for how much, and when; Otherwise, you’re just setting yourself up to get screwed. I had no idea what I was getting installed, if the unit was equivalent to what they were replacing, what brand it was, how much the contractor was going to charge to put it in, and when it was going to be installed.
Then the AHG agent had the audacity to tell me I was holding up the process because I couldn’t make a decision when they can’t seem to give me enough information to make a decision.
After another day, I found they had to deduct the repair cost from the replacement cost and I was told it would cost me $ 175 to replace the unit. To replace the part in the old unit was $ 165 so having a new unit for $ 10 more was a no brainer for me. Another day goes by and I finally get them to give me something in writing as to what I’m going to owe after the new unit is installed. Two hours before the guy is supposed to show up to install the unit, the warranty place frantically calls me back to tell me they forgot to include $ 250 in labor charges in what I would owe. So now I’m up to owing this contractor $ 425.
I reluctantly agree because it’s been almost a full 7 days at this point in the process. When I show up to the house, the unit is quickly being installed and I noticed the unit looks like it’s been dropped and has a huge dent in the side of it. I told them I wasn’t going to accept this as a new unit and that they needed to pull it out and get me one that wasn’t damaged. They promise me they’d be back the next day. Keep in mind we’ve taken about four days of vacation by this point as they routinely show up 3 – 4 hours late, if at all from when they say they will show up.
The next day waiting for them to show up, the contractor calls to tell me that the store wouldn’t return the unit because it was damaged and had been installed. He tells me he can’t afford to take the hit on the damaged unit and asks if I’ll just take it if he agrees to take $ 100 off of the price. I told him no because it was dropped and probably had damage to the unit. The unit had been dented in enough to bend the coils and scratch them up. The outside casing has obviously been bent back into shape to cover the damage to the unit.
I called back AHG to tell them the contractor basically walked from the job and here I am 7 days later at the same place I started, with no air conditioning. Air Mechanical was the name of the company and the person I dealt with was «Luis» Alberto Cruz. Don’t use this company based out of Frisco, Texas. I talked with the majority of the staff from AHG including Monnie, Alisha, Marti, and who claimed to be the manager, a male named Jaime or something like that. Don’t use this company. They do whatever they can to not fix what they’re supposed to fix. They won’t give you information on what they’re going to do to fix the problem so you don’t get any say as to what’s done to your house. They’re rude, incompetent, and a complete waste of time and money. In fact, with all the time I spent doing their job calling back and forth, they should be paying me for my time. I hope this company loses a lot of business and goes bankrupt because it’s a shame that companies like this can take advantage of their customers. I’ve told our real estate agent to not refer this company ever again and I plan to file a complaint with the Better Business Bureau. Save yourself a lot of grief, time, and money and don’t ever deal with AHG or Air Mechanical.

We have had reasonably good service for a few minor repairs, like the garbage disposal and the microwave. (Things that probably wouldn’t cost that much more than the $ 55 service fee anyway.) But a contractor never calls us within 4 business hours like they promise and AHG never reimburses $ 5 like their contract says they have to.
Also, even if you pay extra for the Platinum Protection, they don’t cover «commercial» or «heavy duty» appliances – which include ANYTHING by Bosch, Samsung, or many others. So none of our nice but ordinary residential appliances are covered. At all. That’s totally infuriating, and takes away much of the value of a home warranty if few of your appliances fit their narrow definition of what an ordinary household appliance is.
And despite paying quite a bit extra for pool coverage, they apparently can’t find a contractor who will work with them so we have to find one ourselves and then fill out incredibly painstaking reimbursement forms. Moreover, since we are using «our own contractor» (as if we had a choice!) they will only reimburse certain amounts, all of which are well under what any contractor in our area will charge. So basically we will have to pay at least half of our repairs out of pocket, even though we paid a $ 55 service fee AND paid for the stupid $ 640/​year warranty in the first place. And of course all of this only comes out after I spend hours on the phone on hold /​calling contractors /​etc. AHG customer service reps are polite but do not return calls, and wait times are long. If you manage to find an email address, they’re also slow to respond to emails.
And if you’re in central/​eastern states, remember that Arizona doesn’t have daylight savings time, so their business hours are incredibly inconvenient half the year.
If I could go back in time, I’d pay more and get American Home Shield. Or I wouldn’t get a home warranty at all. ANYTHING but hiring these people again… they save me no money and cost me lots of time and frustration.

I’ve been using ahg for a couple years on 3 properties that I own. For the first year, I had no issues. I had a couple repair requests, and they were handled with no issues. When it came time to renew one of my policies they called to ask if I wanted to renew. When I said yes, they took it upon themselves to renew me with the 5 star upgrade and renewed the wrong property. When I brought this to their attention, instead of changing the policy address and refunding the 5 star upgrade, they just recharged me for a whole new policy less the 5 star upgrade. So now I’ve been charged nearly $ 800 for the one policy I was renewing. When I called about this their response was «well we didn’t refund the policy that we accidentally renewed since its also due to be renewed in a month anyway». When I told them this was credit card fraud since they never got my permission to do this, they refunded me the initial charge after a 5 day wait.
I gave them the benefit of the doubt and kept my policies with them. But the latest issue I’ve had is with a plumbing service call I just had done. I called it in, paid the $ 55 service fee and the plumber showed up. They promptly told me that the blockage I called about isn’t covered by ahg. Ok, no problem. I proceeded to pay the plumber out of pocket for the repairs. The total came to $ 229. When
I asked the plumber if that was less the $ 55 I already paid, I was told no, that money goes to ahg and they keep it regardless if it’s a covered repair or not. When I called ahg, they confirmed this and said that the $ 55 is their fee to dispatch the call regardless if it’s a covered repair or not. They said their contract clearly calls it a fee, not a deductable. So I basically threw that $ 55 away on the gamble that the repair would be covered.
I give them 2 stars since they started off as a very good company that did promptly cover the repairs in their contract. But they are quickly approaching 1 star level with their approach of ripping their customers off and hiding behind their vague contract language to justify it.
I think when my other policies expire, I will be looking to switch to another warranty company.

I found American Home Guardian through Local First Arizona and have tried supporting them as a realtor by buying several policies for home buyers recently. The first policy I ordered, they lost track of payment… Fair enough, it was somewhat easily fixed and I know mistakes sometimes happen. But then it happened again just a couple months later! Each time this happens means more time that an escrow officer and I must both spend addressing their mistake, so I’m not thrilled with AHG’s track record thus far. I never had this issue with one of AHG’s competitors that I used in the past.
Today, when I called at the request of the buyer’s agent — thinking I was just inquiring about this payment issue — I was first put on hold for 20 minutes (my phone said 21:07 when I actually got someone on the line). This is the general phone number, which is where my client might call if they have a repair problem, so I’m once again a little annoyed that they would put anyone on hold that long. Then when someone answered, I learned that the delay was due to this same homeowner who inquired about the policy and was the cause of my call. I guess this means that they have only one person on the phone?! Seriously?!
Thankfully, I just learned that this buyer was still able to cancel payment and get a different policy. However, I’m still concerned for my other clients. I cannot put my professional reputation on the line by recommending a company that treats its customers this way, nor am I willing to repeatedly throw $ 350 – 400 toward a company that makes me look bad. No bueno, AHG. Sad we couldn’t make this work.

After using American Home Guardian for several years, the management under Javier Mendez has ruined this company. I have had a continuing problem with my kitchen refrigerator, and after sending a string of repairmen, some qualified (Sears) some not at all (Smiths appliance repair), it is still not fixed.
After so many repairs per the contract, they are supposed to call it a loss and replace the product up to what SHP says is the replacement value (Mr Mendez never told me what that value was even after 9 repairs). In my case they did not want to pay for a replacement, so they just changed the designation of my Jennair built in and said it was a heavy duty commercial appliance, and therefore not covered under the contract. They went on to tell me that I should be thankful that they even paid for 1 repair. I called Jennair, and they told me that in fact, my model was not a heavy-​duty or commercial model.
All attempts to relay this to Mr Mendez, and his assistant Felicia Powers, were ignored. All attempts to find out what limits there would be on my other appliances were simply ignored.
Sonoran Home Protection is a terrible company. Customer service is rude, and they will try to weasel out of every part of their contract. I think their motto is «Deny, deny and deny the claim until the customer is worn out.»
Do not waste your time with this crooked company.
They are also known as «Sonoran Home Protection»

Read your contract, and don’t believe in a word they tell you otherwise.
I switched to them from AHS the second year I bought my house — AHS was too expensive. I guess all the warranty companies are pretty much the same, though I had no issues with AHS.
I researched for about two weeks before deciding on AHG based on their competitive pricing, and what they told me over email, assuring me that even in the case of my 20 year old home’s HVAC breaking down, they would pay up to (yeah, watch that «up to») $ 5000 instead of only a fraction of what’s required to repair or replace it. They bragged about how «no one else goes that high.» So long as I purchase the platinum protection plan.
Well, unlike what they had told me, when my heat broke down 3 months after contracting with them, they would only pay $ 900 instead of $ 2000 because they had decided to cut me a check instead of replacing or repairing it. However, since they decide to cut me a check, they could just give me a depreciated amount. Wow, what a way to weasel out of things.
I sent a complaint to Better Business Bureau and they ignored me for the whole 30 days of it. I waited for them to reply patiently since BBB allows the 30 days for companies to respond. When I wrote to AHG asking why they had ignored my complaint, they completely denied it and called me a liar, forcing BBB to give up on the case. Lucky for them, this did not put a dent on their rating.
I ended up filing a small claims court suit, but I couldn’t afford a lawyer so I had to fight for myself. Unfortunately, all the email communication with them were not considered legal documents, so despite all their lying and rudeness (the company president, Chad, was quite unprofessional, despite my keeping myself under control, but that’s an issue no law suit can fix) I could not make the right happen. On the bright side, even though they tried making me pay or their lawyer, the judge did not think my suit was frivolous, and allowed me to ask for that $ 900 check to be reissued since it had expired by the time the lawsuit was done (took over a year).
Bottom line, they may be worth it if you don’ t expect quality or greatness, but don’t expect them to cover your loss if it’s something you’re not willing to pay yourself.

Paid a whopping $ 500 for their annual home warranty on a property we own in Dallas. When we needed assistance with a minor repair, they did nothing. Repeated phone calls and emails to them and all we got was the run around on an item their contract guarantees they cover. If you feel like losing $ 500 you can give it to these guys or you could burn it in the backyard — same result. Wish I had seen all these complaints before signing on the dotted line: