OneGuard Home Warranties

September 12, Revdex.com EMissouri Avenue Phoenix, AZ 85014- RE: *** ***, OneGuard Plan No***; Revdex.com Case No*** Dear Sir/Madam: OneGuard Home Warranty is in receipt of your
letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response Mr***s OneGuard plan became effective on August 4, 2017. On August 5th, *** *** * *** *** was dispatched to diagnose any problems with the air conditioning system. The service contractor found the system overcharged and rinsed the back of the coil to ensure charge connection. There were no mechanical failures found with the air conditioning system. OneGuard then dispatched a different company, *** ***, to diagnose any problems with the air conditioning system. The service contractor also reported to OneGuard that there were no mechanical failures found with the air conditioning system. Please be advised that OneGuard will only repair or replace covered items that have become inoperative according to the provisions of the plan. Because there were no mechanical failures, no repairs were necessary and/or authorized. Section G-1e provides that OneGuard does not cover for lack of capacity, or insufficient, or undersized systems. OneGuard’s position does remain unchanged. OneGuard does apologize for Mr***s frustration regarding this matter Thank you for your considerationSincerely, OneGuard Home Warranty Lori N*** Customer and Regulatory Claim Resolution Specialist

Hi Revdex.com and HomeGuard,It was a misunderstanding.I have confirmed with my realtor.  She bought the home warranty for my house.  I was not aware of such warranty.  I want to withdraw my complaint and apologize to HomeGuard for such misunderstanding. Sincerely,[redacted]Owner of [redacted].
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

August 9, 2017   Revdex.com 1010 E. Missouri Avenue Phoenix, AZ 85014-4585   RE:          [redacted], OneGuard Plan No. [redacted]; Revdex.com Complaint ID No. [redacted]   Dear Sir/Madam: OneGuard Home Warranty is in receipt of your letter advising of the above referenced complaint.  Your letter has been forwarded to me for review and response. Again, OneGuard does apologize for Mr. [redacted]’ frustration regarding this matter.  As previously stated, in an attempt to amicably resolve this matter, OneGuard has waived a trade service call fee that was not paid, and also agreed to reimburse two (2) previous trade service call fees paid by Mr. [redacted].  The records indicate that a check in the amount of $128.00 was sent to Mr. [redacted] on July 21, 2017.  Therefore, it appears that this matter has been resolved and OneGuard will be closing its file.  Mr. [redacted] may contact OneGuard’s Service Department directly should he require any further assistance regarding this matter and/or any billing issues. Thank you for your consideration. Sincerely, OneGuard Home Warranty   Lori N[redacted] Customer and Regulatory Claim Resolution Specialist

To Whom It May Concern:OneGuard Home Warranties ("OneGuard") is in receipt of your letter advising of the above referenced complaint.  Your letter has been forwarded to me for review and response.I have reviewed OneGuard's records with regard to the clothes dryer issue.  On June 5, 2017,...

service
was requested for the clothesdryer and the request was dispatched to [redacted] to diagnose the Issue. Hornet Appliance reported that the control board for the clothes dryer failed due to a power surge.  Section G of the enclosed warranty plan states that the contract is intended to cover the costs to repair or replace the contract holder's covered home systems and appliances when they fail due to normal wear and tear; however, coverage is not all inclusive.  Section F-6 of the warranty plan provides that power failures and surges are not covered.  Therefore, coverage to repair the clothes dryer was denied.If the customers are in possession of information that contradicts the diagnosis provided to OneGuard by Hornet Appliance, they may forward the information to me for review. Otherwise, I find that coverage to repair the clothes dryer was rightfully denied in accordance with the terms of the warranty plan.Thank you for your consideration. Sincerely,OneGuard Home Warranties

Dear Sir/Madam:OneGuard Home Warranty is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.OneGuard dispatched Prestige Air Service to diagnose any problems with Ms. [redacted]' air conditioning system. The service...

contractor reported to OneGuardthat the evaporatorcoilwas clogged and caused
the compressor to fail. It was also reported that the compressor was still under a manufacturer's
warranty. Pictures were also received to support the service contractor's diagnosis. Section A-lb of the OneGuard plan,states that OneGuard will only provide coverage for repair and/or replacement when a covered item becomes inoperative due to normal wear and tear. SectionH-1e provides that OneGuard
does not provide coverage for any covered item still under a manufacturer's warranty.Section H-1c provides that failure of parts caused by lack of maintenance is not covered. Therefore,based on the terms of the plan,the claim was denied.Ms. [redacted] disputed the denial and OneGuard dispatched a second opinioncompany,Sunrise Home Services,to diagnosethe air conditioning system. However,itappears that Ms.[redacted] hired an outside company to complete the air conditioning repairsand has requestedreimbursement for her costs. Section D-2 states that OneGuard will not reimburse contract holder for service performedby contract holder's own contractor without prior authorization.  Therefore,based on the terms of the plan, OneGuard will not reimburse Ms. [redacted] for the unauthorized air conditioning repairs. OneGuard denies any further liability with respect to this matter.Thank you for your consideration.

The response by One Guard does address them sending MD Ellis to my house however, it does not address the false claim of "AC Tun Up" which was not completed. I was charged $94 for an AC Tuneup which in my contract stated $69. Due to that service being canceled and not preformed, One Guard stated that I would be refunded. I have supplied Revdex.com with my conversations with Shannon L[redacted], who was the only one with One Guard that has been helpful. I expect for a company like One Guard to be held to their contract and word. I have been dealing with this while trying to keep my two month old baby cool while the ac continued to go out. I do not appreciate One Guard telling me that it's not considered an emergency when it's 93% outside and 85% in my house with a new born. whatever the case may be, I do not appricate feeling like the consumer does not mater. I have been unable to get One Guard corporate or customer service to contact me reference my situation. The only time they care to respond is when a Revdex.com complaint is filed. I would have rather handled this with One Guard directly instead of through this method however, the lines of communication where not open on their end. Going through Shannon L[redacted] was again becoming useless as I would be told I would be contacted which would never happen.I would like to see One Guard follow through with taking care of the customer who purchased their product. Not be sent an email that I was lucky they even fixed it for me which took numerous calls and days with a new born in 80 plus heat or relocating.

August 14, 2016
[redacted]Warranty # [redacted]Re: OneGuard Home Warranties / Revdex.com Business Response / CID [redacted]Dear Revdex.com, Thank you for allowing Customer Relations the opportunity to address the homeowner’s concerns regarding the damage and...

replacement of his toilets. Please know our number one priority is to provide a level of service that exceeds our homeowners expectations and we truly apologize for any frustration he has endured. Please be assured OneGuard intervened on the homeowner’s behalf to help resolve the situation, and as of August 12, both toilets have been replaced. In addition, we have followed up directly with the service contractor to address this specific claim and discuss learnings to avoid this type of situation from happening in the future.  Our team worked with the contractor to replace the first broken toilet, and arranged for a different OneGuard contractor to install a new master bathroom toilet. After the toilet was replaced, the toilets were still experiencing clogs. The contractor returned to the home, and the service technician used an auger machine which hit a foreign object in the line. This pushed the auger back into the hall toilet creating a break. OneGuard Authorizations communicated between the homeowner and the second contractor to come to an acceptable resolution, and the contractor returned to replace the hall toilet. Thank you again for allowing Customer Relations the opportunity to review this situation firsthand. Again, we are truly sorry for the experience and appreciate the homeowner’s patience throughout, and sincerely hope this information helps.Respectfully, Samantha M[redacted] OneGuard Customer Relations[redacted]

Dear Revdex.com,Thank you for bringing this information to our attention and allowing Customer Relations the opportunity to offer our assistance to the homeowner. Please be assured that upon receiving the complaint we called the homeowner and arranged for a contractor to go to the home...

to assess the condensate line on Monday, July 11. Although condensate lines are not covered under the OneGuard service agreement, we offer a one-time courtesy blow out if the line becomes clogged. In addition, we have honored her request and waived the additional service fee she incurred for the plumbing claim. Customer Relations has also provided our contact information and will continue to follow up with the homeowner to ensure closure. Thank you again for the information. Please know your questions are welcomed. Respectfully,Samantha M[redacted]Team Manager OneGuard Customer Relations

May 10, 2017   Revdex.com of Central, Northern & Western Arizona 1010 E Missouri Avenue Phoenix, AZ 85014             RE:      [redacted]; Revdex.com Complaint ID No. [redacted]; OneGuard Plan No. [redacted] To Whom it May Concern: OneGuard Home...

Warranties (“OneGuard”) is in receipt of your letter dated May 5, 2017, advising of the above referenced complaint.  The letter has been forwarded to me for review and response. Please be advised that a six month OneGuard plan was ordered by the sellers’ real estate agent with [redacted] on April 24, 2017.  No premium fee is currently due from the seller.  If this plan was set up in error please advised OneGuard and we will cancel the plan. Thank you for your consideration. Sincerely, ONEGUARD HOME WARRANTIES Marcy C[redacted] Customer & Regulatory Claim Resolution Specialist

To Whom it May Concern:OneGuard Home Warranties ("OneGuard") is in receiptof your letter dated August 19,2017,advising of the above referenced complaint. The letter has been forwardedto me for review and response.I have reviewed OneGuard's records regarding Mr. [redacted]' air conditioning claim.On...

August 2, 2017, OneGuard authorized [redacted]. to add three (3) pounds of refrigerant based on the terms
of the plan. Section F-3 of Mr.[redacted]' OneGuard plan provides that OneGuard will pay up to $15.00 per pound for recharging of refrigerant. The contract holder will be responsible for costs in excess of$15.00 per pound.Under a service recall on August7, 2017, [redacted]. reported that the evaporator coil was leaking and OneGuard approved the replacement based on the terms of the OneGuardplan.  However, Mr. [redacted] disputed  the diagnosis due to an independent service contractor's diagnosis. In order toresolve the matter OneGuard dispatched [redacted] to run a second opinion service request under the OneGuard plan.On August 16, 2017, the technician with [redacted] reported that the unit was overcharged with refrigerant and removed one (1) pound of refrigerant.Under a service recall on August 21, 2017, the technician with [redacted] reported to OneGuard that the capacitor failed and the unit was overcharged again by two pounds of refrigerant. The technician replaced the capacitor and adjusted the refrigerant charge again. The technician also recommending the cleaning of the condenser.Please be advised that on August 22, 2017, OneGuard offered to reimburse Mr. [redacted] the refrigerant cost he paid to [redacted]. upon receipt of documentation for the paid amount.Thank you for your consideration.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]  I do not agree with the statements from One Guard.  In regards to the unplugging of the unit, I told [redacted] at [redacted] Conditioning that my husband unplugged the air handler as well as the out door unit because it was blowing hot and it had a smell to it.  We were concerned of a fire and when they couldn't come out right away, we didn't want this to occur with our children in the basement. Secondly, the next day when[redacted] came back to check to see if our unit kept it's pressure, it did not and he said that a 10PSI leakage was small and that he still could not find the leak.  I then had [redacted] come out on 6/22/2015.  They were recommended by a friend because it was blistering hot in our basement where our children had to sleep.  When [redacted] came out they found the leak right away in the wall with his Freon device monitor and when he moved the hose that went into the wall he could hear it making a hissing sound for the leak.  He said the unit was completely drained from what [redacted] had put in.  He said this wasn't normal and when I told him that [redacted] said that 10 PSI was a small leak, he told me that it was actually a huge leak for it being in the unit for one day.  I told [redacted] that One Guard said it was pre-existing because the unit had zero Freon.  I had also asked him how this would be possible when we had cool air coming out of the vents the week before.  He said it isn't possible and the unit wouldn't have worked at all with zero Freon.   On June 25, 2015 [redacted] came out and fixed the leak he said with the vibration of the unit over the years it had hit the tip of a nail.  He said this isn't something that a home inspector could have found.  With us purchasing a pre-existing condition package along with our warranty this should be covered and paid for by One Guard.  I have now been fighting with them to do what is right and pay for the costs of my A/C.  I have read so many complaints against One Guard.  Especially when it comes to air conditioners.  They want your monthly payments but when it comes to fixing anything they deny their claims.  Just like they did in our case.  This is ridiculous. Sincerely, [redacted] and [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Dear Revdex.com,Please find our second business response for [redacted], CID [redacted]. Thank you for your time and consideration. September 14, 2015[redacted]Queen Creek, AZ 85142Re: OneGuard Home Warranties Second Business Response for CID [redacted]Dear Revdex.com,Thank you for the additional information and allowing OneGuard Customer Relations the opportunity to review the homeowner’s claim again in its entirety. Please be assured we have conducted a thorough review of all the information related to the HVAC claim and we sincerely regret the homeowner’s dissatisfaction with the decision. OneGuard has determined that the breakdown the homeowner was experiencing was in effect prior to the effective date of the home warranty. In addition, the breakdown was not the result of a normal wear-and-tear breakdown due to a nail that punctured the refrigerant line. The homeowner has since paid for the repairs to be completed outside of the OneGuard service agreement by a long-term service contractor of OneGuard, who is very well-versed in OneGuard’s coverage, and who has also explained to the homeowner why the breakdown was not covered by OneGuard. Please note, we previously provided a copy of the invoice to Revdex.com the homeowner received from the contractor which states, “Leak was from the tip of a nail.” The contractor who originally assessed the unit that services the basement on June 17, 2015, found the unit completely depleted of Freon. The technician noted the unit was also missing a service valve cap although he did not see oil residue indicating a leak. He did not find a leak in the condenser or evaporator coil, advising there was the possibility of a pinhole leak. He added one pound of Freon and returned to the property the following day to find that the Freon was depleted. He also advised that if he could not locate a leak through the indoor air handler or outside condenser, then a leak was most likely located in the line set. The OneGuard service agreement does not cover to locate leaks. Therefore, the homeowner paid outside of the warranty to find where the leak was coming from. Based on his professional diagnosis, the service technician advised OneGuard that the leak was present longer than a month, meaning it was in effect prior to the warranty start date, which was May 19, 2015. Please note, at the time of purchase for the warranty, the homeowner had the option of having a home mechanical inspection completed by OneGuard which she declined. If the homeowner would have chosen the option, our inspector would have checked all the major components of the home to ensure they were in working order. It is in OneGuard’s opinion that the temperature split or a simple mechanical inspection for the unit that services the basement would have revealed deficiency requiring further evaluation by a qualified tradesperson in the industry. The homeowner established the warranty to pay the premiums on a monthly basis and cancelled the warranty as of July 28, 2015. We have spoken with the owner of the air conditioning company that completed the repair outside of the service agreement at length regarding the homeowner’s situation in an effort to ensure accuracy. The contractor is a long-term OneGuard service provider and a leader in the HVAC industry, and he advised the homeowner the claim would not be covered by the OneGuard service agreement. Several representatives with OneGuard have attempted to explain the information and coverage to the homeowner as well. The breakdown was the result of a nail in the line, which is not normal. In addition, the original contractor that was dispatched to the home discovered the unit that services the basement was completely depleted of Freon and that there was a leak in the refrigerant line. The homeowner provided access to locate the leak confirming the location of the leak and revealing the nail in the line, which resulted in the breakdown the homeowner experienced, and depleting the unit of Freon. The contractor and homeowner both have confirmed the leak in the refrigerant line-set was caused by a nail. A nail punctured and damaged the line and is not the result of a normal HVAC breakdown. In this case, the nail rubbing against the line is what caused it to leak Freon, and is not considered a normal wear-and-tear breakdown that occurs in an air conditioning system. OneGuard only covers mechanical breakdowns from normal-wear and-tear. Additionally, the unknown pre-existing conditions option protects homeowners as long as the failure was the result of normal wear-and-tear. The air conditioning system refrigerant lines are not designed to develop leaks, and in this case the nail rubbed the line and caused it to leak.G. OPTIONAL ITEMS (page 5 of 6)UNDETECTABLE PRE-EXISTING CONDITIONS COVERAGE COVERED: When this option is selected and premium is paid, failures of covered items caused by unknown pre-existing conditions are covered so long as the mechanical failure was a result of normal wear-and-tear and would not have been detectable by a simple visual inspection and/or by operating the system or appliance. Note: Known problems or defects that existed on the effective date of this service contract are not covered by this option. The contract holder must have known pre-existing defects correctly repaired by a service contractor and provide OneGuard any paid invoices evidencing the repairs before the defective item can be covered by this residential service contract.In closing, the claim for the air conditioning system is not covered under the OneGuard service agreement due to the damage to refrigerant line from non-normal wear-and-tear. Additionally, the breakdown was in effect before the start date of the home warranty. Further, OneGuard will not reimburse for the cost to fix the leak. Thank you again for allowing OneGuard Home Warranties the opportunity to review the claim and provide additional information. We sincerely hope it helps and respectfully request for Revdex.com to close the complaint.Sincerely,[redacted]OneGuard home WarrantiesTeam Manager, Customer RelationsDirect: ###-###-####

To Whom It May Concern:OneGuard Home Warranties {"OneGuard") is in receipt of your letter advising of the above referenced complaint.  Yourletter has been forwarded to me for review and response.I have reviewed OneGuard's records with regard to the pool issue. On July 19, 2017, service was...

requested for the pool and the request was dispatched to [redacted] to diagnose the issue. [redacted] reported to OneGuard that the dome assembly for the filter tank was cracked and One Guard authorized the technician to repair the issue. The technician further reported that the motor had failed due to a force other than normal wear and tear, as the unit was installed below grade and was sitting within rocks. Section A-1-b of the enclosed warranty plan states that OneGuard will repair or replace selected covered items so long as they become inoperative from normal wear and tear. Section H-1-e of the warranty plan provides that the contract does not cover breakdowns that are caused by anycondition that is not considered to be normal wear and tear. Section G-2 of the warranty plan states that coverage of pool equipment does not include abnormal wear and tear. Therefore, coverage to repair the motor was denied.[redacted]s agreed to repair the pool motor for a discounted retail rate of$225, payable by [redacted] and [redacted] to [redacted]s. The customers declinedthis option.If the customers are in possession of information that contradicts the diagnosis provided to OneGuard by [redacted], they may forward the detailed information to me for review.  The requested
information should include a
breakdown of the costs estimated for repairs, as well as the technician's
diagnosis of what caused the failure. When I have received and reviewed the requested information, I will advise the customers of OneGuard's position.Thank you for your consideration. Sincerely,OneGuard Home Warranties

Dear Revdex.com,Thank you for the information and allowing OneGuard Home Warranties the opportunity to respond and address the homeowners’ concerns. Please know our number one priority is to provide a level of service that exceeds customer expectations, and we sincerely regret the level...

of frustration they have endured with their claim. We have spoken directly with the homeowners and believe we have amicably resolved the situation. The OneGuard Account Executive that services their area has made arrangements for the service contractor to return to the property to replace the garbage disposal at their request. The homeowners’ have also expressed that they no longer wish to cancel their OneGuard home warranty, and have the contact information of a supervisor in our Customer Relations department if they need additional assistance. The Customer Relations team will ensure the claim is successfully completed and positive closure is achieved. OneGuard Home Warranties respectfully requests for Revdex.com to closed this complaint ‘Resolved.’ Thank you again for allowing OneGuard the opportunity to review this information. We sincerely hope it helps.

the contract says all above ground pipes. all above ground pipes from the pumps to the in ground cleaning system are connected. if this above ground pipe is not covered what pipes of this whole system that is connected are covered since they all lead to this system.thank you [redacted]

RE:       [redacted]; Revdex.com Complaint ID No. [redacted]; OneGuard Plan No. [redacted]To Whom it May Concern:OneGuard Home Warranties ("OneGuard") is in receipt of your letter dated July 14, 2017, advising of the above referenced complaint.  The letter has been forwarded to me...

for review and response.I have reviewed OneGuard 's records regardingMs. [redacted]'s air conditioning claim. On July 12, 2017, Ms. [redacted] placedthe service request and OneGuard dispatched Brown A/C and Heating to diagnosethe problem with the air conditioning system.  Ms. [redacted] declinedto allow Brown A/C and Heating to the home and the service request was transferredto SEC HVAC and Controls.On July 13, 2017, the
technician with SEC HVAC and Controlsreported to OneGuardthat the wrong type of condensing fan motor had been installedon the air conditioningsystem.  OneGuard reviewed our records and found that no OneGuard-authorized service contractorreplaced the condensingfan motor previously under Ms. [redacted]'sOneGuard plan. Section G-ld(3) of Ms. [redacted]'s OneGuardplan provides that this contract does not cover breakdowns that are caused by any condition that is not considered to be normal wear and tear such as but not limited to improper previous repairs or modifications. Therefore, OneGuard is rightfully not responsible or liable for the repair of the air conditioningsystem.OneGuard offeredto run a second opinion service requeston the air conditioning system with Brown A/C and Heating; however, Ms. [redacted] declined the service and advised that she was cancelling the OneGuard plan. Therefore, based on the information in OneGuard's possession, I find that the air conditioningclaim was rightfullydenied.OneGuard's records show that Ms. [redacted]'s plan is active. Please verify if Ms. [redacted] would like to proceed with the cancellation of the OneGuard plan and I will make sure the cancellation is processed.Thank you for your consideration.

Dear Michelle, I have reviewed the response by Marcy C[redacted], Customer & Regulatory Claim Resolution Specialist on OneGuard Home Warranty Company and want to refute the entire statement by Ms. C[redacted]. She obviously does not have sufficient information to make a proper decision regarding our claim for warranty work that they are required to pay under the contract we have with One Guard.  I wish to clarify what actually did happen in regards to our air conditioner. I first want to point out that in her letter she states that there were two components that had failed and yet she only authorized replacing our compressor at their wholesale price for a compressor, which is severely undervalued at only $1,000. This is a direct quote from her letter. “On June 22, 2017, the technician with America’s Price Cooling and Heating reported to OneGuard the heat pump compressor and reversing valve had failed due to normal wear and tear. OneGuard authorized the replacement of the compressor and ordered the equipment; however, Ms. [redacted] chose to have the heat pump system replaced by a service contractor outside of the OneGuard plan.” In truth, their authorized technician indicated that the entire unit needed to be replaced because in addition to the compressor and reversing value, the outside duct work was rusted, and had holes in it where the cold air was escaping directly outside. He warned us that OneGuard would not be willing to repair it fully, would offer only a “patch” to the problem and definitely would not replace it. The letter clearly states that both the heat pump compressor and the reversing value had failed, and yet OneGuard offered only $1,000 in total.  The reason that I chose not the have the heat pump system replaced was because I did not want to have just one component patched, I wanted the entire system to work properly. She also indicated that the vendor was America’s Price Cooling and Heating, and the company was [redacted]. The OneGuard representative called me on Saturday, June 24, 2017 while I was in the hospital to tell me that someone was on their way to install ONLY THE COMPRESSOR. I told them that no one was there to let them into our house, and to not install only one part of what needed to be replaced.  He was extremely rude and said that it was too late, they were on the way and it was going to be installed regardless if anyone was there and whether we had approved it.  The day before the owner of America’s Pride AC climbed onto our roof without our approval around 5 am, and now his company was going to install a compressor with no one at our home.  This was not acceptable at all and I indicated that I would call the police if any other people climbed onto our roof without our authorization. The OneGuard employee then rudely told me that they were “done” with us and would provide no more service.  A few hours later after I returned home from the hospital, another AC company called to say they were coming out Monday, two days later0 to determine what needed to be repaired and indicated that I would be charged a service call since I was the one that requested they come out. I had made no such call at all.  What led up to me being in the hospital was the fact that our house reached temperatures of near 90 degrees during the day for weeks while we waited on a company to become available since OneGuard refused to provide service.  The outside temperatures reached 122 the week before I finally broke down and decided to have a new AC unit installed since OneGuard refused to provide service or repairs.  The heat literally made me sick and I developed a terrible skin rash from the heat and between becoming overheated, and then completely stressed caused by OneGuard’s employees, I ended up in the ER. Not only had the OneGuard employees refused to send anyone out, but their employees stated that I never called in and spoke with them nor did I use their online chat function. They specifically stated that I was lying, which absolutely shocked me.  Never have I been treated so disrespectfully by a national corporation, especially since we had received excellent customer service in the prior months. I have repeatedly sent emails and letters to the principals listed on the Revdex.com’s site for OneGuard, stating that I was willing to reach a fair agreement with them and have never received a response from them.  I am aware that American Home Shield now owns this company which certainly explains why they went from being a company with great customer service to one who trains their employees to provide as little service as possible. I am asking for a reimbursement of $5,000, or 72% of the total cost of $6,948 for the replacement of our air conditioning unit. I believe they should pay the entire amount due to the stress that they added to our lives by refusing to come out a few weeks earlier due to the heat even though our AC was not cooling properly.  I did not appreciate being called a liar at all.  They have admitted in their letter to the Revdex.com that two components had failed and yet they were only going to pay us $1,000 for the compressor which is far below the wholesale cost of one.  I checked with many AC companies and they all said that no compressor can be purchased for that amount of money, even a used one. My only recourse at this time is to file as many negative reviews online as possible, both with the Revdex.com, Facebook, Google and any other social networks where future customers will hopefully read the reviews and choose to select another company. I have held off doing this in hopes of reaching a fair agreement, but will proceed with my reviews as the public needs to know what kind of company OneGuard now is. Should you have any questions or further clarification, please do not hesitate to call me. Sincerely, [redacted]

To Whom It May Concern:OneGuard Home Warranties ("OneGuard") is in receipt of your letter advising of the above referenced complaint.  Your letter has been forwarded to me for review and response.My previous  correspondence accurately stated the information in OneGuard's records, as well as OneGuard's position.  As stated previously, All Star Pool Service reported that the failing section of the pipe was a component of the pool cleaning system. Cleaning equipment is not covered in accordance with Section G-1 of the warranty plan.  Section G-1 of the warranty plan further provides that above ground plumbing that is associated with the primary pump and filter is covered.  Therefore,I find that coverage to repair the issue was rightfully denied.Thank you for your consideration. Sincerely,OneGuard Home Warranties