Homeguard Homewarranty review: Refused to honor & provide services per contract, changing contract definitions beyond common sense, fraud

See copy below of my letter of 5/10/26 to HGHW, but claim filed on 4/20/26 with first refusal of service on 4/25/26. (See other case filed with against subcontractor Intregity Garage Door Services today).

Refused to repair or replace as Garage Doors crashing & failing, left filthy, subcontractor charged 1000% markup for another items covered by home warranty. Did'nt do as requested in claim with home warranty company for which he subcontracts with. "282647 big garage door stops above ground and then drops and remote not working, small door wont stay up on it's own, failing. Door Service Dispatched Integrity Garage Door Repair has been dispatched to service your garage door issues, and you can expedite the service by calling at [protected] using PO # [protected] as your reference number.

Dear Ms Ashley Howard, [protected] ext 2708)

Again to repeat what you stated including underwriting and company policies (which are NOT necessarily valid unless WITHIN THE FOUR SQUARES OF THE CONTRACTS):

1) Roller guides are the “U shaped track” (however tracks are NOT listed in your contract THUS NOT covered. Otherwise EVERY single search engine & AZDIF all results in pictures of rollers and their brackets which IS LISTED in your contract) as being garage door roller guides! Upon further research, Shawn from Intrigity charged 10 times or 1000% of Home Depot/Lowes sales price (which includes 35-40% markup) on the two items charged to us. And he represents you! YOU would not pay those outrageous, exorbitant nor does AZDIF feel reasonable and fair!

2) You stated Shawn would NOT repair or fix the small garage door that is “FAILING”. That is his sole choice to refuse but required to fix per contract below. We now have 3 quotes (along with their required waiver of liability as we put them on hold — not safe in meantime) that states “FAILING” which I quoted you your contract:

a) we will provide services for covered systems and appliances which malfunction

b) Have become inoperative due to normal wear & tear and use, rust/corrosion; absolutely NOTHING about broken, Nor any further cost to us. AFDIF is upset at this as well.

c) HGHW’s liability is limited to failures due to normal wear and tear. However if someone is seriously injured due to your delays & refusals the liability is subject to a courts decision and can be very substantial. Not returning calls or texts is not justification and was not acceptable.

His statements of not safe IS NO WHERE TO BE FOUND IN THE CONTRACT only HIS choice, NOR if, only if THAT YOU COVER ONLY BROKEN ITEMS IS ALSO NOT COVERED. The word “broken” is NO where to be found within again the four squares of the contract! Company policies or underwriting again has NO bearing UNLESS IN THE CONTRACT! Either fix or replace items since multiple others and Shawn have declared “FAILING” and UnSaFE!

Then Shawn a couple hours after we talked (which you stated he would provide pics, obtain approval and complete service), called stating he had ONLY 5am on Friday (for less than 1 hour AGAIN ranting, raving and dictating — thus NO approval or completion of work for another week), Sunday with NO one at HGHW for approval, and that he was already booked for Monday & Tuesday next week. My choice BUT NOT REALLY! After Mark heard this in conjunction with your statements said “ENOUGH of the flip flopping, refusals, unprofessionalism and NOT honoring your contract”. Since April 20th, 2026 some three weeks!

All I wanted was for you to do is honor the contract and make the items requested operative & safe. I am absolutely sure Shawn would NOT charge you the exorbitant 10 TIMES OR 1000% markup, thus NOT sure what happened with his returning everything that I paid ($500), that he would return to service if work was not satisfactory (actually substandard according to other garage door company)? In the meantime, researching & finding out almost everything he said was lies, misrepresentations of product, contract, billing, etc.

Along with me having to listen to ALL his rants, raves, unprofessionalism stating he would come back (but starts with a phone call or return text bud!), me having to clean up his messes! Bottom line is he rushed out to go to another appt in Lake Havasu without completing the job.

Then you could either hire some other competent garage door service company to replace the springs, cables, etc to make the door “OPERATIVE & SAFE”, OR pay me directly to hire my own responsible & common sense company. The lowest bid to replace them was $1,298.51 along with $137.98 for the keypad (remote transmitter) and $103.65 labor to readjust the large garage door that still has the same issues. Total of $1,540.14 to resolve garage door issues… then if you wish to buyout the remaining of my contract would be $3,000 total as the washing machine is making noises now (see attached recording).

Sincerely, Sam for Rich Grabner

Please refund $500 along with my expenses of cleaning up your messes, 123 minutes of calls, etc. for total of $1,013.47

HGHW balance of repairs refused $1,540.14 by another competent company or direct payment as well.

Have pics (jpg) that if you Google "garage door roller guides" or "hanger track" they are the complete opposite of what Shawn, Intregity DS & HGHW claim they are. Amazon, Home Depot, Lowe's all use common sense and language. Also have three other quotes stating items failing.

Since he REFUSED to repair or replace necessary items under home warranty that was his choice. I should NOT have to pay for his refusal or misinformation. I showed him & gave him copy of contract too. Alot of problems came from his rushing out to next appointment in Lake Havasu and NOT returning texts or calls. Thank You.