Sonoran Home Protection FAQ  

Thank-You in advance for taking the time to understand American Home Guardian’s (AHG) business and for exploring ways to maximize our services and strengths so that as a unified team we can offer “Best In Class” service to you in the most efficient and professional way possible. The following is a brief overview of who AHG is, how we operate, the products and services we provide, some of the benefits of choosing AHG, and how we conduct business with our customers, service providers, real estate professionals, and business partners:

AHG Introduction:

AHG has been in business since 2003 and we have maintained our growth goals by offering Residential Service Contracts or “Home Warranties” in Arizona, Nevada and Texas. AHG’s Service Contracts provide homeowners/our customers with cost effective, hassle-free, contractual based repair services for: heating and cooling systems, plumbing, electrical, water heaters, disposals, major appliances, pools, spas, and much more.

AHG’s operating philosophy is very unique because we have not forgotten that only our customers, real estate professionals, vendors/service providers and our dedicated staff is what makes our business happen every day. In recognition of this fact--we have published a set of self-imposed standards we call our “Guiding Values” to illustrate our core principals. AHG is the only Home Warranty Company in the nation to offer this additional level assurance to the people we work with and serve (about us tab).

When you choose AHG to be your home warranty service provider, we guarantee that will listen and understand your needs and then provide the service you expect and deserve-per the contract!

Business Operation and Procedure Overview:

The chart below shows key segments of our business, our process/procedures, and the interaction with real estate professionals, customers and service providers. We provide this so you will have comprehensive overview of the steps we follow and a clear understanding of how we operate:

Click the image below to enlarge it.

AHG Provides Easy to Understand Coverage and Service:
AHG’s business is founded on mutual trust, confidence, respect, and integrity between us and the people we serve or do business with. We want you to know that it is by design that our service contracts are not complicated and we have done everything possible to remove the “guess work” from our business practices and contracts. This is it in a nutshell: Coverage applies when an internal mechanical component of a covered item fails due to normal usage (that is required to make the item operate as the manufacture intended). In addition, all water and waste pipes, and electrical within the foundation of the home is covered. Consumable or accessory components, cosmetic damage, filters, lights, rust/corrosion, any form of gas, fuel or batteries, maintenance activities or “specialty items” are not covered unless additional coverage is purchased. Repair scope is always limited to the item that failed. We do not approve replacement if a covered item is within its useful life or if an item/component is not broken.

AHG is an innovative leader in pre-and-post-purchase communication with all of our customers:

This fact is one of the many items that separate AHG from our competitors. This all starts with the mindset of AHG’s staff being very well trained to treat all people we interact with like a customer . . . many of our customers, vendors, service providers and business partners find this approach “very refreshing” because we intentionally set “customer” expectations and remove all pre-conceived notions well before an interaction happens or a service provider arrives at a customer’s home. AHG takes great pride in doing everything possible to pave the way for a smooth customer service experience at every interaction for everyone we work with. If or when a question arises, we are always available to provide help, support, clarification and clear direction.

Making Sure Customers Understand the Coverage and AHG in Advance:

We want to be involved from the very start! When you are about to make or accept an offer on a home, PLEASE allow us the opportunity to educate you about home warranties. We are confident you understand that home warranties are not “one size fits all”, and that “you get exactly what you pay for” when service contracts are involved. This is why AHG offers FREE Home Warranty Consultations (we are the first company we are aware of to offer this). This service is available between 8:00-5:00 Monday-Friday (holidays and weekends excluded). During the free consultation, a member of AHG’s sales staff will take the time to get to know the customer and the details about the home they are buying/have purchased. We will provide copies of our marketing literature (that contains a complete copy of the contract) and we will review the details of the service contracts we offer, as well as the 23 possible upgrades and optional items available. This allows you to customize you coverage to you exact needs. We will also make sure you have a clear understanding of how to request service and what to expect during the service/repair process.
As you can see, AHG goes to extremes to make sure you have “the right coverage” for your home and that they are not paying for coverage you don’t need. We also remove any assumptions that something is covered if the coverage was not purchased. We have found time-and-time again; that a well-informed customer with established expectations and pre-conceived notions removed is very happy customer! All it takes is a little communication at the front end and we want to provide it for you!

Environmental Regulation Compliance is Included at NO CHARGE:

AHG is the ONLY Home Warranty Company we are aware of that has never charged a fee of any kind for coverage to apply towards environmental regulation compliance...and we never will! We feel that it is our privilege and we gladly accept the duty/responsibility of making the world a better place for us all! When replacement is required -- we will upgrade all electrical appliances to an energy star rating and met or exceeded all Federal SHPF and SEER standards. AND we have taken this one step further by offering $250.00 that can be applied towards local building code upgrades and permits when our Elite Protection Upgrade is purchased (this is included in our Guardian Plus contract).

Ordering Process and Summary of Information Required:
New orders (not renewals) can be placed any time by calling our toll free #: 866-710-3700, or fax the Order Form in our brochures to: 877-231-2470, or by going to our user friendly website. The online ordering process is very simple and in most cases it is faster than calling/faxing it in The following are the basic steps:
  1. When you are at the home page, simply click on the “Order Now” button or click on the Home Warranty tab, choose the state, select the contract you would like to order, click next, choose any optional items you would like, click next. The first time you place an order on our website you will be asked to register at this point (We do this so your contact information will auto populate. This will speed up the order process for you in the future). If you have already registered-enter your username and password and proceed to the order.
  2. From here, just follow the prompts and fill in the fields for required information (name, address, phone # and emails).
  3. When you click finalize order-every person you entered an email address for will receive an Order Confirmation Letter (OCL) via emailed instantly.
  4. After you receive the OCL, please take a moment to review it to confirm the information is correct. If you need to make a change, please call our office and we will be glad to assist. On the OCL you will see the contract #, amount due, start/end date, all involved parties contact information and a summary of items covered.

Does AHG Offer Discounts?

Yes we do, thank-you for asking! All customers can take advantage of AHG’s Multiple Contract Discount Program: Buy one contract at full price and receive a 10% discount on all additional contracts of equal value. AHG is also, the only home warranty company in the nation that offers a Military Discount! This has been our company policy from our very first day of business-- we express our most sincere gratitude by saying “Thank-You” to all of our existing customers for making this possible.

When Payment is Made/Arrives:
AHG sends the contract documents and a copy of OCL marked “paid” the moment payment is processed. This is done via an electronic signing software (a home warranty industry first!) this software facilitates the ability for the customer to electronically initial and e-sign the contract. In the closing paragraph of this transmittal-- we remind the customer about the FREE Home Warranty Consultations that are available to them any time if they have questions. We also let the customer know that they have 14-days to make changes to the coverage if they choose to do so.
After the customer e-signs the document, they receive a pdf copy of the signed contract instantly. Many of our customers have commented how much they like the pdf format because they can scale it to any size for easy reading and this process has helped to ensure customers have a very clear understand the coverage and how to request service. The electronic signing software eliminates all delays in receiving contract documents and removes any possibilities of errors that frequently happen with mail delivery when someone is in the moving process. And because the documents are electronic, customers do not loose or misplace them... they are always in their email (that is accessible from anywhere in most cases).
Upon request-we can/will mail contract booklets if your client prefers to receive paper copies.

Detailed Overview of the Dispatch/Repair/Service Process:
  1. Customers can file service requests with AHG 24/7/365 by calling our toll free service #: 866-710-3700 or by going to our website. Please Note: If a customer chooses to go to our website-there are no complicated logins to remember or unnecessary information required to get help when it is needed. All we need is: the customer’s name, address, email, phone number and brief description of the issue.
  2. AHG’s staff gathers information related to the service request, validates coverage, or establishes a referral, processes payment of the service fee (emails a receipt to the customer) and dispatches the service request to a licensed contractor in our service network via email during normal business hours. In keeping with our Guiding Value: safety is never compromised; AHG protects the safety and wellbeing of our service providers by removing the need for them to carry money on them/in their vehicles. We also provide heightened security for our customers credit card information by processing payments in our state of the art/triple secured payment system. This removes the possibility of credit card numbers from being written on unsecured documents that pass through too many hands to be considered safe/secure. (Another home warranty industry first).
  3. The contractor and homeowner receive an email copy of the service request (simultaneously) that contains both the customer and contractor’s contact info, as well as a copy of the contract text outlining covered and not covered items (yet another home warranty industry first!). We provide all parties contact information to facilitate prompt communication and this serves as a reference document if follow-up or a change of any kind is required. FYI-- by the time service is dispatched, the customer will have seen/reviewed the contract a minimum of 3 times. Again, we do this to eliminate questions or surprises and to ensure we are all on the “same page” when service is required.
  4. After receiving the work order, the contractor is required to call the customer within 4- business hours to schedule an appointment to make the repair... the customer can also call the contractor at any time after receiving the work order email. Also Note: we provide a "comments to technician" section on all work orders so customers can provide special instructions or important information related to the service request (times to call, gate codes, lock box #’s, or alternate contact information).
  5. When the contractor arrives at the customer’s home, they will politely introduce themselves and request any additional information required to further diagnose the problem.
  6. The contractor diagnoses the issue and then communicates with AHG (in some cases AHG will request pictures to be sent from a smart phone). After a repair scope review (usually takes less than 5 min) approval/authorization or direction is issued.
    Noteworthy event: At this point the customer also approves the repair/replacement scope and at the customers discretion-- they always have the following 3 options for covered repairs:
    • Proceed with the repair,
    • Take the cash that would have been spent on the repair to apply towards an upgrade, or
    • Receive a gift card in the amount of the repair/replacement to Home Depot, Lowes or Sears. Because of our relationship with Sears, all of AHG’ss customers receive an additional 5% if they choose the Sears gift card.
  7. The contractor performs the required repair/replacement, cleans up after themselves and fills out an invoice that the customer is required to sign indicating the repair is complete to their satisfaction.
  8. The contractor then sends a copy of the invoice to AHG for payment.

What Happens if Something is Not Covered by AHG?
This is very rare, but from time-to-time it does happen... we are confident that as a professional individual you get this and you understand our services are based on a contract (that we are forthright and over communicate about) that establishes coverage and procedures well before service is required or requested. Please rest assured knowing that we have been at this for over a decade and every scenario we have encountered is addressed in our contract. Furthermore, prior to time of service-- customers have been offered upgrades that would cover virtually every conceivable situation. With the above said-- AHG will always offer assistance and we will never turn a customer away when they are in need of repair service. In fact, we strongly recommend and encourage customers to utilize our service network for all their home repair needs even if coverage does not apply. When a customer uses our service network they will be getting a pre-screened, licensed contractor that will offer discounts if the call comes from us.

What Is Not Covered By Home Warranties And Homeowner Obligations:
  1. The terms and conditions of the contract are listed in the brochure/contract (see section 3). Please note that under each covered item, there are covered and not covered items. If you have questions, please call toll free 866-710-3700. Please spend the time to review the contract.
  2. The homeowner is required to comply with the manufactures routine or preventative maintenance guidelines for all covered items. If you have questions, or if you need a referral to a contractor to perform the service, please call AHG at 866-710-3700, or contact the manufacture of the item in question.
  3. Home Warranties do not cover damage from storms. You will need to contract your Homeowner Insurance if this occurs.
  4. To be eligible for warranty coverage, all covered items must be in “safe and correct” working order when the policy starts. Pre-existing conditions and improperly installed items will not be covered. Normal usage must also be demonstrated.
  5. Home Warranties do not compensate for consequential damage or loss. Example: If you had a flood in your home, the warranty company will repair the leak. However, you would need to contact your homeowners insurance to replace the flooring, furniture, cabinets, etc, that were damaged as result of the flood.
Below are the answers to Frequently asked questions:
What is a home warranty?

It’s not a matter of “if” you will need home repairs... it’s “WHEN”!

AHG’s Service Contracts provide homeowners/our customers with cost effective, hassle-free, contractual based repair services for: utility systems, heating and cooling systems, plumbing, electrical, water heaters, disposals, major appliances, pools, spas, and much more.

As home repair costs continue to rise, a home warranty from AHG provides protection from these unexpected home repair bills. AHG has Warranties to fit every homeowner's needs.

When your utility systems or appliances fail, the following are examples or typical home repair costs:

Description of Item Cost Without Coverage Cost With Coverage
Heating or Cooling System Repair $135.00 to $1,500 $60.00/$100*
Heating or Cooling System Replacement. $1,200.00 to 5,000.00 $60.00/$100*
Appliance Repair $95.00 to $950.00 $60.00/$100*
Appliance Replacement $250.00 and up $60.00/$100*
Plumbing Repair $90.00 to $1,200.00* $60.00/$100*
Electrical Repair $70.00 and up* $60.00/$100*
*= See contract for details

How do homeowners benefit?

Homeowners benefit from the following ways:

  1. AHG provides peace of mind knowing your greatest investment (your home) is protected.
  2. AHG home warranties relieve the stress of unplanned/budgeted home repair costs that always seem to happen at the worst possible time.
  3. Quick repair service response and flexible repair scheduling.
  4. 60-day guarantee on all parts and labor.
  5. AHG makes the home repair process very easy. All it takes is one call to get your home repair request started.
  6. No more time spent searching for affordable, trustworthy service providers.
  7. AHG's service and repair technicians are pre-screened and guaranteed to be qualified for the job.
  8. AHG offers 24/7x365 support for customers. You can call anytime to set-up a service request. Please see section 8 of the contract for the business hours repair service will take place.


Aren't I already covered by my homeowner's insurance?

NO! Homeowners insurance does not cover mechanical failure. Homeowners insurance covers storm, fire, flood, and consequential damage that is a result of mechanical failure.


Who can buy an AHG Warranty?

Our Home Warranties are available to ALL homeowners, landlords and property managers of single family homes, town homes, condominiums and mobile homes.


Do I have to be in a real estate transaction to purchase a home warranty.

NO! AHG believes that all homeowners should have the opportunity to benefit from the coverage we offer.


Does AHG provide coverage for Bank Owned, Foreclosed, Short Sale or For Sale By Owner Homes?

YES! Please note that all covered items must be present and be in safe correct working order on the start date of the contract. AHG STRONGLY recommends that if you are purchasing a distressed property that you have a home inspection done to make you aware of deficiencies before you purchase the home.


How do I know repairs will be done right?

AHG has assembled a network of the most reputable service providers in your area for all your repair needs. All of AHG's service and repair technicians are pre-screened and guaranteed to be qualified for the job. All repairs are guaranteed for 60-days unless otherwise noted on the invoice.


Is coverage through AHG available everywhere?

AHG currently provides coverage for homes located in Arizona, Nevada and Texas. However, we have aggressive growth plans to expand to other states within the next few years.


What service fees are involved and how are they applied?

Each service request requires a $60/$100 service fee be paid when service is requested. The service fee is applied to the service provider's drive time, arrival fees, and diagnostics of the problem. Service fees are not the same as a “co-pay” or “deductible”. A service fee is required for each repair that takes place.


Is there an inspection required?

No. However, it is required that all items covered by the warranty be in safe correct working order on the start date of the contract. See sections 2, 3 and 4 of contract for more details.


What forms of payment do you accept?

We accept Visa, Master Card, Discover, personal checks, money orders and escrow checks from real estate transactions.


How does the replacement program work?

If a covered item cannot be repaired in a cost-effective or timely manner the following procedure will be followed per section 2.6 of the contract: AHG reserves the exclusive right to make the decision between asset repair, replacement or cash disbursement. Useful life expectancy and covered item values are based on standard grade items/components found in median priced homes. The age of covered items applies when determining deprecation value for cash disbursements. AHG is not liable to match specific features, dimensions, color or brand name. If multiple appliances, utility systems, or heating/cooling systems are at the home, the average age of all items will be applied to determine coverage limit (if applicable) and will not exceed the value based on age of the unit being repaired/replaced. AHG reserves the right to obtain a second opinion at no cost to the Contract Holder.

  • AHG will replace the item with a standard grade item/components found in median priced homes that is environmentally and code compliant if the item is within its useful life, or
  • AHG will provide a “cash-out” option based on the current value of the item.
  • Or if applicable to the specific failure, AHG will offer a gift card to a preferred vendor to allow you the opportunity to select a specific replacement.
PLEASE NOTE: AHG uses 3rd parties to establish useful life expectancy and standard grade items/components found in median priced homes. We do this to insure “neutral or unbiased” standards for us to follow.


I do not know how old some of my systems and appliances are, will they be covered?

AHG will always provide some level of coverage and we do not have an age restriction or parts obsolescence clause in our contract. However, if your appliance or utility system is beyond its useful life, AHG will not offer 100% new item replacement coverage. Per sections 2.3 and 2.6 of the contract.

How does the Seller's Coverage Programs work?

Aggregate limit of $1,000.00 or 180 days of Standard coverage will be provided during listing period if the home is listed in the MLS by a licensed Real Estate Agent and the home is owner occupied at contract origination. At AHG’s discretion, the Seller will have the option to purchase contract if the home does not sell in 180 days. By initiating Sellers Coverage, both the Seller and the Listing Agent are agreeing to pay full price for the contract at close of escrow even if the contract has expired or to reimburse AHG for the cost of any repairs. All optional items are excluded during the listing coverage period. If the Seller would like additional coverage during the listing period, they can call AHG to request a quote for short-term coverage. Sellers Coverage is not eligible for renewal and it is not available if there has already been an accepted offer and does not apply to vacant, rental or investment properties. When escrow payment is received, a 1-year contract will be issued for the Buyer. The Buyer will have up to 14 days to upgrade or add additional coverage.


Can I change my contract?

You have 14 days from the start date of the contract to make modifications to your coverage. After this 14 day period has expired the next window to make changes is at time of renewal.


Can I cancel my contract?

YES. Please see section 5 of the contract for specific detail in your state.


Does AHG increase my premium at renewal time?

All AHG customers pay the same rate for coverage. We find it disturbing that our competitors think it is ok to penalize loyal customers for repeat business. Most other home warranty companies do increase your annual premium at renewal time as much as 10% to 40% per year.


Does American Home Guardian offer payment options?

Yes, we offers many payment options. We strive to meet the needs of our clients. Please call toll free 866-710-3700 for details about current payment plans being offered.


Is AHG's web site secure?

Yes, AHG uses the highest industry standard form of personal information security and encryption for all of our credit card transactions. AHG will never sell or share customer information.


What happens if I sell my home during the warranty coverage period?

Your policy can easily be transferred to the new homeowner. This can be a significant bonus for a potential buyer, and is a powerful tool to help you sell your home faster and for more money.

We believe you now see that Home Warranty Companies are NOT “all the same” and that AHG is STRIKINGLY better!

No other Home Warranty company even comes close to having/offering as many industry altering innovations... and we have no intention of stopping the continuous improvement process.

If you did not find the answer to the question you have above, please do not hesitate to call us at 866-710-3700. We will be happy to provide assistance.

Thank-you for your business!