OneGuard Home Warranties

As part of my new home purchase, a OneGuard warranty was purchased. I found an issue with the dishwasher in the first week. I tried calling twice before 5pm and entering an online service request, but was never contacted.

Since they seemed difficult to get in touch with, I decided to cancel my service. Per the contract terms on their website, I had 30 days to cancel with a full refund. I initiated a cancellation request, but was told my contract terms were different than what was on the website, and would not received a refund for the full value of the contract.

If I am truly subject to different terms, the liability should be on OneGuard to provide those terms and make them readily accessible. They said it was up to my realtor to give me a brochure of their plan types and terms.

This seems like very deceptive practice to advertise one set of terms and bury a second set of terms.

Dear Revdex.com,

Please accept our business response for Complaint ID [redacted] for [redacted].  Thank you for your time and consideration and know your questions are welcomed. - [redacted]

Customer Relations Manager

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OneGuard Home Warranties

Dear Revdex.com,
We are working directly with the homeowner to amicably address his concerns. May we request for you to forward this complaint to Revdex.com file located in Dallas, TX?
Kindest regards,
Samantha M[redacted]
Team Manager, Customer...

Relations[redacted]

Thank you for the information and allowing OneGuard Home Warranties the opportunity to respond and address the homeowner’s concerns. Please know our number one priority is to provide a level of service that exceeds our homeowners’ expectations and we sincerely regret any frustration she endured with...

her claim. Please note, the home warranty covers for mechanical breakdowns, and in this situation no mechanical breakdown was detected with the air conditioning system. We believe we have reached an understanding with the homeowner regarding her existing warranty coverage and the problem she was experiencing with the air conditioning unit, and in a follow up conversation she advised OneGuard she is replacing the system at her own expense.  The homeowner called OneGuard due to the unit not cooling. When the service contractor assessed the system, he determined the indoor evaporative coil was impacted with debris, which constricted air flow through the system. The evaporative coil appeared to be intact with no visible breakdowns or Freon leaks, and in order to perform a proper diagnosis and full evaluation of the system, the technician advised the coil would require cleaning, and believed that a professional cleaning would allow air to flow through the system as it should. Please note, cleaning of the coils and maintenance are not covered under the OneGuard service agreement and would be the responsibility of the homeowner. The OneGuard Account Executive that services the homeowner’s realtor offered to pay $375.00 towards the coil cleaning to help offset the expense, and her realtor offered to pay the other half, which the homeowner accepted. The service technician returned to the property and successfully cleaned approximately 25% of the coil, and cooling was restored to the home, which was a good indication that a full cleaning was what was needed to allow the cool air to flow freely through the system. If the coil were to fail during the cleaning, OneGuard would have covered the cost to repair under the service agreement. The homeowner asked the technician if she could apply the funds that were offered to her by our Account Executive and her realtor, towards a new system, rather than complete the full cleaning, and the technician told her that would be acceptable. At that point, the homeowner made arrangements with the service contractor to move forward with replacing the system, and would take place on Tuesday, July 28.  A supervisor from OneGuard’s Customer Relations placed a follow up call to the homeowner to obtain a status of the cleaning after the technician left the property. During the conversation, the homeowner advised that she planned on living in the home for several years and made the decision to replace the unit with the understanding that OneGuard would not be covering the expense.  In closing, the air conditioning system was not experiencing a mechanical breakdown and required cleaning to clear the coils from debris and allow for air to flow through the system. We have followed up with the homeowner directly, and she has decided to apply the funds from OneGuard and her realtor towards a new unit and understand OneGuard would not be covering the expense. Thank you for again for allowing OneGuard Home OneGuard Home Warranties the opportunity to respond to this complaint. We sincerely hope this information help and respectfully request for Revdex.com to close this complaint as ‘Answered.’Sincerely,[redacted]Customer Relations ManagerOneGuard Home Warranties

I was a customer of One Guard/Service One from July 2008 to July 2013. Due to financial situations we were unable to re up our policy. We finally signed back up in February of this year. After submitting two claims and having both claims denied due to previous conditions I am canceling my policy. They have been un helpful and show no care towards the longevity my family and I have been customers of theirs. We had a 7 month lapse in our policy and I feel we should not have a red flag on our account to not cover pre existing because any of our issues will be pre existing. A new policy holder will not be held under the same scrutiny we are. They are now trying to charge me a $50 cancellation fee and pro rate the refund. I would like to try and get a full refund due to the fact we have not been able to use the warranty for the reasons we purchased it. One Guard is a large company who seems to not care about the customer only the money they receive from them.

OneGuard Home Warranties is terrible. They just take your premium and mislead you into thinking you're covered until you need them and then they tell you you're on your own. Even then they still want to refer you to one of their partners in crime who's in on a cut for sure.

Three times now they've denied me. Today I called saying my washing machine broke over the weekend. They said I'm not covered, even though my contract makes no mention of an exclusion of essential appliances like a washing machine. Why have I paid my $42 premium every month for years when I can't even get them to cover my broken washing machine? Late last year they said my leaking outdoor faucet wasn't covered because I didn't have the main line coverage. How much more money was that supposed to be? Seems like they just want to take your money and make you think you're protected and then tell you that because you didn't pick the right a la carte option that you're not covered at all. Before that, they busted up my bathtub faucet and left it leaking even more than it was before they came. They said they didn't have the parts and it was days before they came back out to fix it. Meanwhile, I had to turn off my house water because the tub was leaking so bad.

I have paid over $2,000 in premiums to OneGuard (formerly Service One) over four years and they have refused to provide service on two of the three times I've had to call them, and provided very poor service the one time that they did come out. I was out $200.00 today for my washer, and $100 last year for my hydrant. When they came for my bathtub, they made the leak worse and I had to cut off my water for days.

OneGuard should provide service, and good service, to members who have paid good premiums and not leave us thinking we have coverage when we don't. I told them on the phone last October to add appliances at renewal this past February, and they said they would, but today they tell me they didn't with the excuse that the policy "autorenewed" as is. B.S.! I want them to pay my $200 washer repair bill today.

Dear Revdex.com,Please find our attached business response for [redacted], CID [redacted]. Thank you for your time and consideration and feel free to contact me directly with any questions.Warmest regards,Samantha M[redacted]Team Manager, Customer...

RelationsDirect: ###-###-####

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,

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,

Thank you for the additional information allowing OneGuard Home Warranties the opportunity to review the homeowner’s complaint again in its entirety and further respond. Please know the Customer Relations team has conducted a thorough investigation of the circumstances surrounding the complaint. We have analyzed the entire timeline and details of the claim, and consulted with OneGuard’s Authorization’s department, management team, and the service contractor to verify information and ensure accuracy. We have also followed up directly with the homeowner’s realtor and she is aware of the outcome. The key element in this situation is “breakdown.” According to the terms of the service agreement under No Fault coverage, mechanical breakdowns are covered. However, the air conditioning unit was not experiencing a breakdown. No breakdown was in effect. The coils were impacted with debris, and the professional cleaning that was performed proved that proper cleaning would allow air to flow through the unit and cool the home as it should. Further, the homeowner accepted our funds to apply towards a new unit which she advised OneGuard was her own decision. Please find the excerpt taken from the homeowner’s service agreement to help further explain our position:F. [redacted] BROADFORM COVERAGE1. NO FAULT COVERAGE COVERED: This residential service contract covers breakdowns caused by unknown pre-existing conditions 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, would not have been detectable by a state certified home inspection or a OneGuard mechanical inspection, and was not caused by the contract holder. NOTE: The No Fault Coverage is intended to cover unknown pre-existing conditions caused by the previous owner. For purposes of determining whether a breakdown was caused by an unknown pre-existing condition, we will accept a state certified home inspection or a OneGuard mechanical inspection as proof that the problem was unknown so long as the inspection was performed on the defective covered item and completed within 90-days of the effective date. This coverage is not intended to take responsibility for normal maintenance and proper use of appliances and equipment by the contract holder. The contract holder must have all known pre-existing defects correctly repaired by a service professional and deliver to OneGuard any paid invoices evidencing the repairs before the defective item can be covered by this residential service contract. This coverage also does not cover undersized systems.2. AIR CONDITIONING & HEATING SYSTEM NOT COVERED: Window units, portable units, chiller systems and chiller components, boiler systems, gas a/c systems, systems that require R-500 or R-12 refrigerants, solar heating, geothermal units, oil or diesel heating systems, fireplaces and key valves, cable heat, oil storage tanks, humidifiers, standard or electronic filters, electronic air cleaners, computerized HVAC management systems or zone controllers, flues and vents, transitions, roof jacks or stands, maintenance, cleaning, problems caused by dirty and/or clogged coils, inaccessible coil lines, condenser casings, baseboard casings, deionizers, pre-coolers, nonducted wall units, condensate pans, condensate line stoppages, water.We have also provided a copy of the phone conversation between the homeowner and our Customer Relations supervisor where the homeowner advised she decided to apply the funds that were offered to her, and replace the unit. The supervisor also provided the homeowner with her direct information if she needed additional assistance. In closing, the homeowner’s air conditioning system was not experiencing a mechanical breakdown and cleaning the coils to clear the debris for air to flow through the system was required, and not covered under the service agreement. Lastly, we have followed up with the homeowner directly, and she has decided to apply the funds she accepted from OneGuard and her realtor towards a new unit, with the understanding OneGuard would not be covering the expense. Sincerely,[redacted]Customer Relations ManagerOneGuard Home Warranties

Dear Revdex.com,

Please know we have reached out to the homeowner directly to successfully resolve this matter.  We have apologized for the behavior of our representative and have also taken corrective action to ensure that interaction of this nature will not happen...

again.  We have also added the sprinkler/drip system coverage to the homeowner's policy.  The homeowner has advised OneGuard that he will relay the positive outcome to Revdex.com as well.

Thank you for allowing OneGuard Home Warranties the opportunity to provide you with this information.  Please feel free to contact me directly if you have additional questions. - [redacted] 

Sincerely,

Customer Relations Manager

OneGuard Home Warranties 

P:  [redacted]

I paid for the pool coverage. My pool turned green and I called when my pump motor made very loud strange noises. Called one guard to send a tech, and three other pool companies for 3 different quotes, because I do that for everything. All 3 pool companies said my filtration system needs a total overhaul, pump motor blown, filtration media is 40+ years old and not filtering properly, and the plumbing has leaks.

One guards pool guy they sent said my pump is fine and we aren't operating it properly. I don't touch it my professional pool guy does.

I called one guard and they told me to call the pool co. They didn't answer and mailbox is full.

So I spent 2300 on equipment I paid extra to have covered by this company.

Not worth the money paid for policy. Would not reimburse for repair done by a licensed and accredited Arizona company. Garage door springs broke and needed to be able to get out of garage.

I am sharing this review to warn off any would be customers of OneGuard. As you well know, the home warranty industry is fraught with issues that range from poor performance to fraud.

My experience with OneGuard was not fraudulent but it exposed me to a potential fraud.

If you have to purchase a home warranty company, please do your research (which is why, I assume, you are reading these customer reviews).

My recommendation to you is to NOT purchase a home warranty from OneGuard. I had a simple plumbing issue (it was my first issue on their policy) that OneGuard sent three incompetent plumbers to my house, only to decline the claim, when the last plumber proposed $1,200 of services (i.e. the potential fraud). I brought in my owner plumber, who had the clog removed in less than 30 minutes, whereas the engagement with OneGuard cost me 36 hours of my life. A home warranty company is supposed to help de-risk home issues, provide reliable home service referrals, save money on major repairs, and add piece of mind, like any insurance policy. They "ran" at the first sign of trouble. So, I canceled my service with OneGuard on the spot, due to this self-serving, poor performance.

I cannot recommend a good home warranty company, but I can definitely warn against bad ones. Be VERY careful when dealing with OneGuard. And, if you can, I would keep looking.

I have had One Guard for 2 years and there are more things not covered, than covered. I recently reported a microwave handle broken and Ernesto very rudely insisted that I (we) purposely removed the handle and it was not due to normal wear and tear. We have 3 homes with them and they refuse to fix a $30 handle? Also, I recently had an air conditioner unit stop cooling. I was told there was a small leak. They refilled it and refused to fix the leak. Wouldn't that just cost me money each time they come to fill it I asked. Of course and that's what they want. I was told I would have to have them come out 4 times before they repaired the issue. Keep in mind, I pay extra for appliances and air units. In this time I have also found out that they would not cover refrigerator handles, Save your money also for extra pool coverages because they cover very little when it comes to the pool also. Very shady business practices. I am shopping for new service as we speak.

Thank you for allowing OneGuard Home Warranties the opportunity to review the homeowner’s claim and provide the following information.  On December 30, 2013, the homeowner initiated an online claim for the washing machine, advising it was making a loud noise when it stops....

 On January 2, 2013, the service contractor was dispatched to the home to assess the unit and advised OneGuard no mechanical failures were present.  The motor and transmission were intact and the machine was operating properly.  The noise the homeowner was hearing was due to the springs on the tub, which is common.  The home warranty covers for the mechanical breakdown of covered items as outlined in the terms of the service agreement.  We encourage all of our homeowners to review coverage.   Upon assessing the unit and determining the machine to be working, the work order was closed by the service provider as no repairs were warranted.  The $55 service fee is the amount charged every time a work order is created and a service contractor is dispatched to the property to assess covered items.  This is also outlined in the terms of the service.  Please see the attached copy of the service agreement to help further explain coverage.  Please note the homeowner has never contacted OneGuard Home Warranties directly to express any discontent with the outcome of this claim. The Revdex.com complaint is the first indication to us the homeowner was unhappy.  We regret he did not make the effort to contact OneGuard to talk so we could help address any concerns, as we know Revdex.com encourages consumers to attempt to deal direct prior to submitting a complaint.  OneGuard never had the opportunity until receiving the complaint.     OneGuard Home Warranties has always acted in good faith, and within the terms of the service agreement, and respectfully requests for Revdex.com to close the complaint ‘Administratively Judged Resolved.’ Thank you for your time and consideration and please know your questions are welcomed. Sincerely,OneGuard Home Warranties

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.

One Gard is nothing short of a joke from the start they have been nothing but misleading in the contract I paid for what seemed like an extra service to cover pre-existing/unknown conditions and it turned out all I paid for was a One Gard inspection that resolted in my Air Conditioning system being black balled from coverage till I had the coils cleaned for whitch I paid out of pocket. The warranty is nothing short of a ridiculous fraud misrepresenting the services that are provided. One Gard is only looking for things they can use as an excuse to not cover services that you paid for. If a contractor is in good terms with this warranty its only because he does nothing and knows nothing about his job. THEY ARE ONLY BEING PAID TO LOOK OUT FOR ONE GARD NOT THE CUSTOMER. The service that was expected of me would have entailed the contractor actually looking at the Washing Machine and providing a visual inspection of the parts before stating to the customer that all is well.
If it were at this time possible I would sue One Gard for a full refund for the entire term of the service contract. I firmly believe they should be shut down, and I do intend to report them to the Arizona Attorney General for further investigation.

Regards,

Dear Revdex.com,

font-family: Verdana, sans-serif;">Thank you for allowing OneGuard Home Warranties the opportunity to provide you with information regarding this homeowner’s claim for the faucet repair.  Our number one priority is to provide service that always exceeds customer expectations and we sincerely regret the homeowner is unhappy with the current situation.  Please know OneGuard’s Authorizations team has been actively involved with the claim, and has consistently communicated with both the homeowner and the service contractor throughout the entire process.  

OneGuard has been notified by the contractor that the part has arrived from the distributor and they are attempting to schedule the completion of the repair with the homeowner.  Unfortunately, we did not have a firm timeframe for the arrival of the part, and sometimes there are delays in obtaining parts.  Per the service contractor’s conversation with the distributor, the same information with respect to the timeframe for arrival, was also communicated to the homeowner.  

The Customer Relations team has also reviewed this information with the OneGuard Account Executive that services the homeowner’s area, and she would like to pay for the out of pocket expense the homeowner would have incurred for the new, upgraded faucet, as a one-time courtesy and goodwill gesture.  The amount is $132.50.  We would also ask for the homeowner to allow the service contractor to complete the repair.  Our team has left a voice message for the homeowner advising of this information, and hoping to achieve a swift resolution at this point. 

OneGuard Home Warranties respectfully requests for Revdex.com to please close this complaint ‘Resolved’. 

 

Sincerely,

OneGuard Home Warranties

Customer Relations Team

P:  ###-###-####

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.

The technician that was sent out to my house did not diagnose anything - did not inspect anything- did not review any part of my air-conditioning system. How can they charge me for an evaluation of a system that was not even looked at? If in fact this warranty company refuses to accept a diagnose from another why was my system not thoroughly diagnosed to properly determine what is the malfunction? The Technician to stop by talk with me less than 10 minutes. He called this warranty company and it was simply decided what ever the problem is – is just not covered no matter what it might be. This warranty company claims to have recorded conversation, I would like the file emailed to me. Do they also have a recorded conversation between me and their service Tech? Does it have the conversation of the service Tech's call to the office?

 

This is clearly deception at its best. Bottom line we called for a determination of what was wrong with our system it was not evaluated. The warranty company claims it does not accept other diagnoses; but refuses to inspect my system and thinks I should pay for a technician to simply stop by and chat with me? WRONG!

There should be no service due as there was no service, inspection, simply a conversation. As I stated previously I should not pay for a service call that did not happen; this cannot be considered a service call if nothing was inspected

?

Regards,

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,