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| - 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.
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