OneGuard Home Warranties

ToWhom It May Concern:
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OneGuard Home Warranties ("OneGuard") is in receipt of your letter advising oftheabove referenced
complaint. Your letter has been forwarded to me for review and response.My previous correspondence accurately statedthe information in OneGuard's records,as well as OneGuard's position. OneGuardhas agreed to refund [redacted] inthe amount of$94 for the tune uprequest. The customer will receive this refund tothecredit card OneGuard has on file in approximately five business days.Thank you for your consideration.
Sincerely,OneGuard Home Warranties

Included in the attachment is the section of the OneGuard Contract regarding their "No-Fault Coverage" as well as the section of my Home Inspection Report regarding the HVAC Inspection .  Under the "Covered" section of the OneGuard Contract it states that the following is covered: "Unknown defects and conditions that predate the effective date of this contract such as 1) insufficiently maintained systems, 2) rust or corrosion, 3) mismatched systems, and 4) improper installation or repair so long as the mechanical failure was not known, was not caused by the current contract holder, and would not have been detectable by a state certified home inspection or visual inspection and simple mechanical test."Also, in the OneGuard Contract it states: "A simple mechanical test consists of operating the covered item and performing simple diagnostic tests to ensure that operates properly and without irregular sounds, smoke, or other abnormal outcomes.  A home inspection qualifies as a visual inspection and simple mechanical test."  The HVAC Home Inspection Report States Word for Word: "Age and Location: Central heat and air-conditioning are provided by a 30+ year-old heat pump, with an air handler located on the roof.  General Evaluation: The heat pump system is functional but older.  Therefore, it will need to be more closely monitored, serviced bi-annually, and have its filters changed every two or three months.  However, it would also be wise to keep a home protection policy current.  Heat Pump and Air-Handler:  Informational Conditions- The heat pump responded to a request for cooling and heating.  Return-Air Compartment: Informational Conditions - The return air compartment is in acceptable condition."These documents and stated facts show clearly that OneGuard is liable for the replacement of this unit.  The Home Inspection Report states clearly that HVAC System was in working order when the home was purchased.  We have had OneGuard out (2) separate times to fix the A/C portion of the HVAC unit on 4/27/2016 - Work Order #[redacted] and 9/23/2016 Work Order #[redacted].  During these appointments, the OneGuard repair technicians obviously cut corners while repairing the A/C and compromised the heating unit in doing this.  OneGuard will confirm these work order repair appointments.

For the last 4 or 5 years, I have always called on One Guard to come and check out my AC for the same reason every year.  My AC unit runs but it's not cold. So one guard would send their people out and each time say it was a leak and added freon and it runs.  If they have fixed it every time how is it pre-existing condition.  They also mention due to freon leak.  If there people have fixed it how come there is continuos issue with the leak. It makes me wonder if they really fixed my leak or just add more freon to keep it running cold and the end of it. Maybe One Guard was just putting a bandage on it instead of fixing the unit.  ONe guard knew my AC have this issue for the last 5 years then why is it that when I called to renewal it they would specify that my unit is pre-existing condition, plus they told me to buy extra coverage for an AC conversion. AS far as I am concern, my AC unit runs it's not cold that is it and if One Guard add freon it would function fine BUT they use this opportunity to get it of paying.  I am going To contact the attorney  general and all the people that got screw over just like I did to bring a class action on your company And to expose your fraudulent company.

May 6, 2016[redacted]15415 N 45th StreetPhoenix, AZ 85032RE: OneGuard Second Business Response CID [redacted]Dear Revdex.com,Please accept this as our second business response for the complaint lodged by [redacted] regarding the freestanding ice maker. Please be assured I have personallyy spoken directly with Ms. [redacted] on many occasions, as well as several other OneGuard representatives, in an effort to help and specifically address her concerns. In addition, I spoke to her while she was accompanied by her attorney on the phone since she origin[redacted]y lodged the complaint with Revdex.com, and continued to assist her. During the phone conversation, she agreed to allow a service contractor return to the home to assess the unit, and Icreated a work order on her behalf to move the process forward. Please note when the technician got to the home, she turned him away. Ms. [redacted] is not allowing us theopportunity to assist her. We have always and continue to accommodate her requests forservice, while providing much value and benefit to her through the warranty and completing repairs as needed for a variety of claims.Ms. [redacted] is demanding that we replace the freestanding ice maker. However, she is refusing OneGuard the opportunity to have a service contractor assess the unit. We have attempted to send contractors to her home for service on several occasions, that she has either not been present for the appointment, kicked off the property during the visit, or outright turned the technicians’ away. We take a prudent approach, assess the unit to determine if or what the breakdown is, and determine whether to replace or repair. In order to make a determination, our service contractors must perform a professional diagnosis.Our efforts to make this assessment are not being permitted. In addition, Ms. [redacted] has not provided OneGuard or Revdex.com with documentation to show the unit is not working and requires replacement.To reiterate the steps we have taken:On March 1, 2016, Ms. [redacted] contacted OneGuard stating the ice maker was overheating and not producing ice. The contractor recommended replacing the evaporator coil in the unit to successfully complete the repair, and OneGuard authorized the repair.On March 19, 2016, Ms. [redacted] called OneGuard again stating the unit stopped working and was overheating. The service representative forwarded the work order back to the original contractor to return to the property to assess, and this is where Ms. [redacted] stopped the process as described above.We stand firm that we are acting with reason, diligence, within the parameters of the service agreement, and good faith in our attempts to serve her. The service contractor has not determined the presence of a covered breakdown. According to the terms of the service agreement, determination of whether to repair or replace a covered item is at the sole discretion of OneGuard. In this specific situation, repairs cannot be authorized or performed when the unit is not experiencing a breakdown. Until we receive confirmation from the appliance contractor stating a mechanical part or component has failed, there are no items to repair or replace.In closing, Ms. [redacted]’s OneGuard service agreement expires on May 18, and we want to work through the situation with her. Therefore, we are asking her again to please [redacted]ow us the opportunity to assess the unit in order to determine if a breakdown is present, and then take next steps as necessary.Thank you for your time and consideration. Please feel free to call me directly with any questions.Sincerely, Jacqueline H[redacted]OneGuard Customer RelationsP: 623.552.[redacted]

[redacted]  [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.  You can consider this complaint resolved.
Regards,
[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.I have reviewed OneGuard's records with regard to the pool issue. On August 4, 2017, service was...

requested for the pool and the request was dispatched to All Star Pool Service to diagnose the issue.  All Star Pool Service reported to OneGuard that the pipe that was leaking was a component of the pool cleaning system.Section G-1 of the enclosed warranty plan provides that coverage includes pumps and filters for the pool.  However, coverage does not include built-in or in-pool cleaning equipment.  Based on the terms of the warranty plan and the diagnosis provided to OneGuard by All Star Pool Service,
coverage to repair the pipe was denied.Thank you for your consideration. Sincerely,OneGuard Home Warranties

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.
I have attached two receipts showing Freon (refrigerant) was added on two separate occasions.  The first receipt from Cool Blew was where 2 pounds of R22 refrigerant was added on 3/1/2013.  The second receipt shows Comfortable Living A/C Heating LLC added an additional 1 pound of R22 refrigerant on 1/22/2014.  Both Cool Blew and Comfortable Living were sent by One Guard when I reported the heat pump was not heating my home.  This documents that refrigerant was added on two separate occasions within the One Guard contract period proving the system was leaking.  If the system wasn't leaking, refrigerant would not have to be added (twice).   I have also attached a copy of One Guard's warranty.  If you require additional information, please let me know.
Regards,
[redacted]

February 25, 2014
 
Dear Revdex.com,
The homeowner believes OneGuard is not extending an offer to renew his home warranty because we do not want to replace his heat pump.  Please know that is not the case.  According to our records, there is no indication the heat pump needs to be replaced, or has ever been replaced, or in need of repair under his service agreement.  Since 2009, repairs have been completed for the run capacitor, thermostat, and most recently, the condenser fan motor.  Further, 2 pounds of Freon were added in March 2013, and less than a pound was added in January 2014.  Please note, if more than 2 pounds of Freon were required, we would move forward with performing a leak search.  We have verbally explained to the homeowner that a leak search is not warranted based on the information provided to OneGuard from the service contractor that most recently assessed the unit.  No problems were reported for the heat pump, and there were no signs of leaking.  Please note, both the licensed HVAC contractor and OneGuard Home Warranties abides by federally mandated regulations with respect to Freon, and would not allow for Freon to escape into the environment.  
OneGuard has made the business decision not to extend a renewal offer because we believe we cannot satisfy his expectations.  He has filed complaints with various agencies expressing his discontent and a lack of confidence with our services.  We have notified the homeowner in writing of our decision to not renew.  He has not contacted OneGuard directly regarding the renewal but we would have verbally provided him with the same explanation.  At this time, we believe it is in the best interest of both parties to discontinue the relationship.  
In closing, proper repairs to the air conditioning system have been completed under the service agreement.  Additionally, OneGuard Home Warranties has made the business decision to not extend a renewal offer to the homeowner.  Thank you again for allowing OneGuard Home Warranties the opportunity to provide you with this information.  We respectfully request for Revdex.com to close this complaint ‘Administratively Judged Resolved’.  
 
Sincerely,
OneGuard Home Warranties
Customer Relations Team
www.oneguardhw.com

Dear Revdex.com,
Thank you for bringing this information to our attention and allowing Customer Relations the opportunity to provide our personal assistance in the matter. Please be assured our number one priority is to provide a level of service that exceeds...

our valued homeowners expectations and we sincerely regret the level of frustration the homeowner has endured with our coverage. OneGuard does not cover induction cooktops. The information is not currently included in the contract language. However, the service contract specifically notes, "coverage includes only the items stated as covered and excludes all others". This applies to induction cooktops. Please know we truly value the homeowner's business and Customer Relations has spoken directly with him in an effort to amicably resolve the situation. We are arranging to have the unit assessed and the breakdown repaired under the OneGuard service agreement. In addition, we are in the process of updating the contract language to include that induction ovens are not covered, which should be in effect before the first of the year.
The homeowner has expressed that he is happy with our arrangement and will update Revdex.com to reflect that we have positively addressed his concerns. Thank you again for the information and please feel free to contact me directly with questions.
Respectfully,
Samantha M[redacted]
Team Manager, OneGuard Customer Relations
Direct: [redacted]

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.

Thank you for allowing OneGuard Home Warranties the opportunity to address the homeowner’s concerns regarding her claim for the water heater.  A careful investigation has been conducted before advising the homeowner repairs would not be completed under the existing service agreement, and this...

letter will explain our position.

The OneGuard team reviews the nature and cause of the issue the homeowner is experiencing, and will do everything possible to cover the claim.  Please know we are required to follow the parameters set forth in the service agreement, and favor on the side of our customers when the situation is unclear.

Here is a review of the specific timeline of events in relation to the claim and what led to our ultimate decision:

The homeowner’s original warranty coverage expired on January 30, 2014.  She started a new policy with the effective date of May 11, 2014.  Please note, new policies are subject to pre-existing conditions and OneGuard requires that covered items are in good working order upon the effective date of the home warranty. 

On June 12, 2014, the homeowner initiated a claim for service advising there was no hot water.  A work order was created on her behalf and forwarded to our preferred service contractor.  The homeowner paid the $59 service fee as per the terms of the service agreement.  The $59 service fee is collected every time a work order is created and a service contractor is dispatched to the property to diagnose a failure.  

Our licensed contractor was dispatched to the property on the same day and called OneGuard with the following diagnosis:  The water heater is leaking and requires replacement.  He advised the unit has been leaking for a while as the bottom of the water heater is visibly stained with longstanding rust and corrosion, as well as the surrounding concrete floor which has rust stains.  The top supply line of the unit is also corroded.  He confirmed the failure to the unit is pre-existing, and the leaking has been going on longer for than one month as evidenced by the rust.  The technician also forwarded a photograph of the unit to OneGuard to demonstrate his findings (please find the attached picture).  

All of the information was taken into consideration by OneGuard’s Authorization team:  The professional diagnosis from the service contractor, picture of the unit showing red rust deterioration, effective date of the home warranty, and the current condition of the water heater.  The claim would not be covered under the service agreement due to the pre-existing rusted condition of the unit prior to the effective date of the home warranty. A representative from OneGuard’s Authorization team spoke with the homeowner directly to explain the denial of the claim.  During the conversation, the homeowner inquired about unknown pre-existing conditions.  The representative advised the homeowner that she did not select optional coverage to include Undetectable Pre-existing Conditions.  The representative also explained that the condition of the unit would have been detected by a visual inspection, and further evaluation by a qualified tradesperson would have been recommended due to the presence of red rust which takes longer than 30 days to advance to this state.  

Please see the excerpt taken from the service agreement:

A. WARRANTY COVERAGE (page 2 of 6) 1. In accordance with the terms and conditions of this residential service contract, OneGuard Home Warranties will repair or replace your selected covered items so long as they: a. Are in good, safe working order and correctly installed at the premises on the effective date of this warranty contract; b. Become inoperative from normal wear and tear after the effective date of this warranty contract.

E. TRADE SERVICE FEE (page 3 of 6) 1. For each separate trade item, you are responsible to pay a $59.00 service fee (service fees for A/C & Heating System Tune-ups must be paid at time of service request). The service fee will be due and payable to OneGuard or the Service Contractor at the time of scheduled service request.

The homeowner called back and spoke with another Authorization specialist who reviewed the claim, explaining why it would not be covered as the current state of the water heater has been determined to be pre-existing.  The homeowner was in disagreement with the outcome.  Therefore, the claim was relayed to OneGuard’s Customer Relations team requesting a final review and call to the homeowner to further explain the denied claim. 

The Customer Relations representatives analyzed the entire timeline and details of the claim, and a representative placed a follow up phone call to the homeowner, leaving a voice message.  In the meantime, the homeowner submitted a complaint to Revdex.com and has not returned our phone call to offer further clarification.  We regret the homeowner is dissatisfied with the outcome of her claim.  However, OneGuard has always acted in good faith and within the parameters of the service agreement.  

In closing, OneGuard will not be making repairs to the water heater due to the pre-existing condition of the unit prior to the effective date of the policy.  OneGuard Home Warranties respectfully requests for Revdex.com to close this complaint ‘Administratively Judged Resolved’.  Thank you for allowing OneGuard the opportunity to provide this information.  We sincerely hope it helps.  

OneGuard Home Warranties

Customer Relations Team

Dear [redacted],Please know I have been in direct communication with the homeowner and arranged for a different contractor to return to the property to assess the broken backwash handle. Our contractor was at the property this morning and completed the repair on the homeowner's...

behalf and replaced the handled. We believe the situation has been resolved to the homeowner's satisfaction.OneGuard Home Warranties respectfully requests for [redacted] to close the complaint 'Resolved'. Thank you for your time and consideration. Please know your questions are welcomed. Warmest regards,[redacted]Customer Relations ManagerOneGuard Home WarrantiesDirect: ###-###-####

I see now that this business is not [redacted] acredited and I know why! We had this warranty service for 8 years, we continued paying the increasing premiums in fear of a household catastrophe. Over the 8 years we may have used the service a handful of times, several times there was a "part not covered". This year we finally had enough and decided to set the $800+ a year aside for an emergency. Called to cancel, got the instuctions the rep was very nice, but unfortunately gave me false information about the amount to be returned to us. After several emails back and forth with the cancellation department 4 weeks later still no refund(which is suppossed to be issued 7-10 days) . I even spoke with a supervisor who apologized and claimed to "issue new training" so this doesn't happen again. A week later still no check. This has been a horrible experience and very disaapointing. Bad business practice! I feel like a bill collector trying to get this business to comply with their own standards! Funny they never missed a payment from us in over 8 years!

Home guard home warranties has bad businesses practices. They have horrible customer service and would rather argue with you about the issue rather then resolving the issue. They have vendors that do don't complete services they charge the customer out of pocket for and one guard still backs them 100% and blames the customer for the issue and your lost money. There customer service department is a joke. They raise there service fees and monthly fees with each call you make. Very poorly ran and I would never give them my business or refer them to anyone for any reason

I filed a complaint regarding OneGuard and within a few hours, I received a call from a customer relations specialist expressing concerns about my dissatisfaction. Not only was the representative professional, but also genuinely concerned and resolved my issues as well. I'm extremely appreciative that OneGuard cares enough about their customers and my positive experience has reassured me that this is a company that I want to continue to do business with.

My experience with this company is simply bad and fully disagree with their policy. My water heater is set to a dangerous level of scalding hot to suffice a 7 minute shower. It is a 30 gallon tank for 1500 sq ft. home and I live alone. They would not replace my water heater because it works and stated my water heater was under rated for the size of the home. Perhaps it's under rated for a family of 3 or more, but it should not be set to max temp for one shower. It is failing and I believe marginal performing equipment should be dealt with prior to complete failure. Such as your car - repair it before you're stranded. Ignoring the signs of marginal performance is foolish in my opinion. I am disputing the $65 dollar service fee to my credit card as well.

Thank you for allowing OneGuard Home Warranties the opportunity to respond to your complaint.   Please know we have conducted a thorough review of all of the details in relation to your claim and believe OneGuard has acted in good faith, fulfilling the terms of the service contract.We...

have spoken directly with the service technician who performed the pre-season heating tune-up at your property.  The tune-up entails a series of checks to inspect the operation of the unit, to ensure it is functioning effectively.  The technician reported to OneGuard the system was in proper working condition, with no mechanical issues present.  The technician also advised OneGuard that while he was on site performing the tune-up, you told him the unit was making a whistling noise.  He determined the whistling was coming from the furnace that services the east side of the home.     Further, the technician advised OneGuard the unit was already making the noise, and was not the result of the tune-up.  Noise is not covered under the service agreement.  However, as a professional courtesy, the technician offered to research the issue on your behalf, and returned to the property a few days later.  He made an adjustment to the gas pressure valve and the noise stopped. Please note the information on the work order provided by the service contractor reads:  Tune-up, no problems found mechanically.  East side furnace has a whistling noise.  Recommend replacement of the west side unit drain pan (very rusty).  Pan not covered by OneGuard. It is our understanding you have contacted the service contractor because the noise persisted.  The contractor recommended for you to contact OneGuard directly.  When you called OneGuard, our customer service representative explained to you that noise is not covered under the service agreement, but still offered to create a work order on your behalf.  A new service fee would apply.  This information was also reiterated to you by one of our supervisor’s that reviewed policy coverage with you with respect to tune-ups, noise, and new work orders. You have since cancelled your policy, and received a pro-rated refund.  Per the terms of the service agreement a $50 cancellation fee was applied.  The effective date of the home warranty was September 24, 2013.  Please find the excerpt below which explains OneGuard’s cancellation policy:J. CANCELLATION1. In the event that a Direct-to-Consumer Customer’s contract is cancelled within 30 days of the effective date, the contract holder shall be entitled to a full refund of the paid contract fees less any unpaid service fees and claims costs incurred. In the event that such contract is cancelled after 30th day from the effective date, the contract holder shall be entitled to a pro-rata refund of the paid plan fee for the unexpired term less any unpaid service fees and a $50.00 administration fee. Cancellation of this warranty must be in writing.Please also see the excerpt below that outlines the items that are inspected during pre-season tune-ups: A/C & HEATING SYSTEM PRE-SEASON TUNE-UPSCOVERED: For the applicable service fee, OneGuard will calibrate thermostat, test temperature split, check refrigerant levels & system pressures, perform amp draw on condenser motor, evaporator motor and compressor, rinse condenser coils, check contactors, check condensate lines, clean or replace filters (owner supplied), clean & tighten electrical connections, test capacitors, and check heat operations, inspect pilot system, test safety switches, test limit switches, and clean burners. Note: OneGuard will perform 1 A/C Pre-Season Tune-up between February and April and 1 Heating System Pre-Season Tune-up between October and November. The contract holder is responsible for scheduling the tune-up during the Pre-Season period by calling [redacted]. Service fee for tune-ups must be paid at time of service request.NOT COVERED: Filters, clearing of condensate line stoppages, recharging of refrigerants, evaporator/indoor coil cleaning including acid cleaning or unclogging services required to correct problems related to the lack of manufacturer recommended maintenance (filters must be replaced monthly).In sum, OneGuard Home Warranties has always provided you with professional and courteous service.  Additionally, our contractor went above and beyond and researched an existing issue on your behalf that is not covered under the home warranty.  Per the terms of the service agreement, the pre-season tune-up was completed and the heating system is working effectively.  The home warranty does not cover for noise.  You declined a new work order and cancelled the policy.  We apologize that you are dissatisfied and that you cancelled your policy.OneGuard Home Warranties respectfully requests for Revdex.com to close this complaint ‘Administratively Judged Resolved’.  Thank you for your time and consideration and please know your questions are welcomed.Sincerely,OneGuard Home WarrantiesCustomer Relations Team

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.OneGUard claims that noise isn't covered, they are trying to frame this issue as just a noise coming from the furnace burner. What they are failing to understand is that, this is part of checking the "system pressures" and "heat operations"  which ARE covered (even mentioned in their response), and they haven't delivered.-------------------------------------15. A/C & HEATING SYSTEM PRE-SEASON TUNE-UPS (page 4 of 6)COVERED:  For the applicable service fee, OneGuard will calibrate thermostat, test temperature split, check refrigerant levels & system pressures, perform amp draw on condenser motor, evaporator motor and compressor, rinse condenser coils, check contactors, check condensate lines, clean or replace filters (owner supplied), clean & tighten electrical connections, test capacitors, and check heat operations, inspect pilot system, test safety switches, test limit switches, and clean burners. Note: OneGuard will perform 1 A/C Pre-Season Tune-up between February and April and 1 Heating System Pre-Season Tune-up between October and November. The contract holder is responsible for scheduling the tune-up during the Pre-Season period by calling [redacted]. Service fee for tune-upsmust be paid at time of service request. -------------------------------------The noise is just a symptom not an issue. They keep on claiming NOISE is not covered and in the most recent response they mention about me cancelling the policy (which is irrelevant to this claim). I am stunned by their attempts to confuse the adjudicating person by adding unrelated details. As I mentioned in my previous response, as part of any HVAC tune up the technician should "Measure and adjust gas pressure for proper operation; test for leaks" which they failed to do. The question I would ask them is "Are you claiming that after the service was done the system pressures, heating pressures and gas pressures were fine"? If they want we can get an inspection from an independent contractor. I humbly request the person responding on behalf of ONeGuard that don't try to confuse Revdex.com by just portraying this as a 'NOISE" issue. Noise is just a symptom of the fact that the HVAC technician didn't check/fix the system/heating/gas pressures correctly.OneGuard should either issue a complete refund or rectify the issues because of incomplete service provided by the technician they sent. Regards,[redacted]

This company lacks professionalism in my mind. I reported a water leakage from my pool heater of the new house I purchased. They wrote to me in an email stating that they would accept and cover for repair charges if my inspector was Certified Pool Operator, I produced the certification. Then they said, he must actually be A Certified Pool Inspector. Then I produced another inspection report that was done by a Certified Pool Inspector, then they said they would not accept this either because it does not state that the inspector tested the unit. I mentioned I can ask the inspector to report on what he did and provide further clarifications. Then they said, they would not cover it anyway since their two contractors confirmed that it can only break because of cold weather, and they do not cover cold weather. It took 2 months to get this response which was a total waste of my time. Also because I was waiting an initial response for them for a month, the unit almost became un-repairable because the leaking created rusting. It sounds to me that they decide not to cover big items then they look for possible technicalities to not to cover and never look for customer satisfaction or have any customer empathy. I am so very disappointed.

One Guard Home Warranty I purchase really let me down when I needed them. I live in Texas and it get hot here. My AC went out Friday evening so I call them the first thing Saturday morning. The first thing they wanted was to get my credit card and go ahead and process the $69 service fee, but I asked them to wait until if and when the service was actually completed so they put my card number on file to charge later. I was feeling pretty good until their closing remark was that they would ask a service provider to contact me sometime on Monday. WHAT????? There was no assurance that someone would actually show up on Monday and I could possibly be without AC for several days. One Guard taught their great customers service...WOW; I was shocked because with a wife and children trying to survive in the Texas heat is not a healthy or bearable condition. SO BEWARE of One Guard. I ended up hiring an outside AC company to repair the unit on Saturday paid them out of my pocket. One Guard did not offer to reimburse me when I cancelled the service order. Wow I feel like I was ripped off because I purchased the home warranty on good faith and paid the entire amount upfront. My advise is to think twice before do business with One Guard.