OneGuard Home Warranties

Thank you for allowing OneGuard Home Warranties the opportunity to respond to the homeowners’ complaint and explain why the pool filter is not covered under the OneGuard service agreement due to lack of maintenance. Please know we regret their dissatisfaction and sincerely hope this information...

helps. The Customer Relations team reviews the nature and cause of the issue you are experiencing, and will do everything possible to cover your 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 with respect to the claims placed under the homeowner’s service agreement for the air conditioning system:
On March 16, 2015, the homeowners’ daughter placed a call into OneGuard’s Customer Care division advising the pool pump was leaking. A work order was created on her behalf and forwarded to [redacted], LLC. On March 17, 2015, the service technician from [redacted] was dispatched to the home and provided OneGuard’s Authorization team with the following diagnostic information: 
The pool filter is cracked and leaking, and the caretaker screen for the filter is clogged solid. The grids are also very dirty and broken at the bottom, and the filter is depleted of Diatomaceous Earth (DE), which helps trap particles. The clogged grids are not allowing water to flow through the filter. When water does not flow freely through the filter, the pounds of pressure per square inch (PSI) builds up, and causes the pressure to increase within the filter. In this situation, the intense build-up of pressure has caused the filter to crack and subsequently leak. The technician also advised OneGuard the pool was dirty with debris and leaves, and in his opinion the breakdown is the direct result of lack of maintenance. The technician forwarded pictures to OneGuard to demonstrate his findings (please find the attached photos). We have also attached pictures of maintained grids. The Authorization team took into consideration the technician’s professional diagnosis and reviewed the pictures, and determined the claim was not covered under the OneGuard service agreement due to lack of maintenance. To ensure the filter PSI operates within its normal range, the grids should be cleaned on a routine basis to allow water to flow freely through the system. On March 20, 2015, a representative from OneGuard’s Authorization team spoke directly with the homeowners’ daughter to explain that the claim was denied. On March 27, 2015, the homeowners’ daughter placed a follow up call into OneGuard and spoke with the same Authorization representative, expressing that she felt the claim should be covered. The representative reviewed the claim with her again, reiterating that the cracked filter was not covered due to lack of maintenance, and the grids being completely clogged with dirt and debris. The homeowners’ daughter did not agree with the denial and the claim was forwarded to OneGuard’s Customer Relations team for analysis and direct follow up. The Customer Relations team reviewed the claim in its entirety. They consulted with the Authorization team, reviewed the professional diagnosis and pictures from the contractor, and also spoke with the service contractor that performed the assessment. The team determined that lack of maintenance resulted in the breakdown, which caused the filter to run at excessive high pressure, and the pool filter to crack and leak. On March 30, 2015, a supervisor from the Customer Relations team placed a follow up call to the homeowners’ daughter to further discuss. She advised that she had three different contractors to the home to assess the filter, and each contractor advised the breakdown was a result of normal wear-and-tear. She also stated she had documentation with diagnostic information. Our supervisor asked her to forward the documentation to her attention for review. On April 6, 2015, the Customer Relations team received the documentation. Included in the documentation was a quote for a new filter from a reputable pool company, and an e-mail from the representative that provided the quote advising he discovered a crack in the filter he believed was the result of the tank expanding and contracting. The representative also provided his phone number in the e-mail, and our supervisor called to speak with him directly. She specifically asked about the condition of the filter grids. He advised that he did not open the filter to assess the grids, and confirmed there was crack in the filter. At this point, the supervisor advised the daughter that OneGuard does not consider this a thorough assessment of the pool equipment to properly diagnose the cause of the crack in the filter. The documentation she provided does not support a normal wear-and-tear breakdown, only that the cracked filter needs to be replaced. In summary, the OneGuard home warranty covers for normal wear-and-tear breakdowns and excludes failures resulting from a lack of manufacturer recommended maintenance. Please see the excerpt taken from the homeowners’ service agreement to help further explain our position:H. LIMITATIONS OF LIABILITYThis residential service contract is intended to cover the costs to repair or replace your covered home systems and appliances when they fail due to normal wear-and-tear; however, coverage is not all inclusive.b. Routine maintenance of appliances and equipment. You are responsible for maintenance and cleaning of covered items as specified by the manufacturer.c. Failure of parts or components caused by the lack of manufacturer recommended maintenance of this contract are not covered.
We know that nobody wants to hear that their claim has been denied.  We never want to deny a claim, and actually look for means by which to cover the claim whenever such action is possible under the law and in accordance with our contractual obligations. 
In closing, OneGuard Home Warranties has always acted in good faith when servicing the homeowners’ and within the parameters of the service agreement. We will not be replacing the pool filter due to the breakdown of the system being the direct result of a lack of maintenance. 
OneGuard respectfully requests for Better Business to close this complaint “Administratively.” Thank you for your time and consideration and allowing OneGuard Home Warranties the opportunity to provide you with this information.

Thank you for allowing OneGuard Home Warranties the opportunity to complete a final review of the homeowner’s pool equipment claim, and provide additional clarification. After reviewing all of the claim notes, recorded calls, and testimonies of the contractors’ who have assessed and diagnosed the homeowner’s pool filter, we have concluded the claim will not be covered under the service agreement. A careful analysis has been conducted before making the final decision, and this letter will further explain why the claim has been denied by OneGuard Home Warranties. OneGuard has always acted in good faith in our efforts to service the homeowner and within the parameters of the service agreement, and never with false or deceptive intent.  Please be assured the OneGuard Customer Relations department has completed a thorough analysis of the claim before issuing the denial. Customer Relations reviews and responds to all escalated denials on behalf of the Chief Executive Officer. Our reviews consists of research to assess if a claim was handled properly, and to ensure the denial of a claim is accurate. During our review process for this claim, the Customer Relations team contacted the OneGuard preferred contractor who completed the diagnosis for the pool filter. We spoke directly with the owner of the company who performed the service call himself. He reaffirmed that upon his arrival the filter was cracked and leaking. Once he opened up the filter, he found the caretaker screen to be completely clogged. Additionally, the grids were caked with an excessive amount of dried dirt build-up and debris, and were broken at the bottom. The technician forwarded pictures to OneGuard to demonstrate his findings which we have provided to the homeowner and Revdex.com in our original business response. The condition of the grids and the caretaker screen, would not allow for water to flow freely through the system, and in his professional opinion, it caused the pounds of pressure per square inch (PSI) to build up, ultimately causing the filter to crack. He additionally advised the unit was depleted of Diatomaceous Earth (DE). In the owner’s manual provided by the homeowner it is written (page 2):• Never operate the filter in excess of three minutes without use of DE.• Operating the filter without DE will damage the filter elements.The Customer Relations department also listened to a recorded phone call from March 20, 2015, when a representative from OneGuard’s Authorization department explained the denial of the pool filter claim directly with the homeowner. During this call, the homeowner indicated to the representative her discontent with the denial as she had a pool company servicing her pool. Please note, the homeowner further advised that she fired the pool company in February, as they were not properly maintaining the pool, and that she had specific concerns regarding the DE and if it was being added to the filter as required. We understand the homeowner’s frustration with the denial. However, OneGuard cannot be held responsible for the failure which was related to the lack of proper pool maintenance, regardless of whom the homeowner feels is at fault.At the request of the homeowner, the Customer Relations team contacted the pool contractor she hired, outside of the home warranty, to assess the filter. OneGuard agrees this technician works for a reputable pool company, and although not required, it was our pleasure to call and speak with him. As the homeowner indicated, our representative asked the technician about the condition of the grids upon his arrival. The technician advised he was called to the home to provide an estimate to replace a cracked pool filter and therefore, had no reason to open the filter. He confirmed the filter was cracked and advised the homeowner that fiberglass pool filters crack over time. OneGuard agrees with this statement, and the age of a fiberglass pool filter may contribute to the failure or cracking of the unit. However, in this specific situation, the condition of the pool filter upon our service contractor’s arrival, with dirty grids and a clogged caretaker screen, was a clear indication that a lack of the manufacturer’s recommended maintenance caused the crack and leaking, and the failure of the filter. While OneGuard emphatically believes the pool filter failed due to lack of proper pool maintenance, we appreciate the homeowner’s service to our country and her twelve years as a OneGuard customer. We would like to offer monetary assistance toward the costs incurred for the replacement of the filter. In her rebuttal response to Revdex.com, she referenced on-line written correspondence she exchanged with “MrDgvb1.” In the conversation, she noted that she worked with [redacted] directly to replace the pool filter at a cost of $350. Upon approval of the homeowner, OneGuard is prepared to send a check in the amount of $200 to help offset the expense of a new filter.       We sincerely hope this additional clarification and proposed offer of resolution is accepted by the homeowner. OneGuard Home Warranties has always acted in good faith in our efforts to serve the homeowner and within the parameters of the service agreement, and respectfully requests for Revdex.com close this complaint ‘Administratively’.    Thank you again for your time and consideration, and please know your questions are welcomed. 
Warmest Regards,[redacted]Customer Relations Specialist IIOneGuard Home Warranties

Dear [redacted],I have been in direct communication with Mr. [redacted].  We believe we have this worked out, and Mr. [redacted] has agreed to move forward with repairs to be performed by [redacted].  The repairs should be completed tomorrow, October 24, 2014.  Mr. [redacted] has my phone...

number and will let me know if he needs additional assistance.  I can send you a follow up status once the repair has been completed.  Please feel free to call me if you have any question. - [redacted]Sincerely,[redacted] Customer Relations ManagerDirect:  ###-###-####

One Guard call me to resolve my issue and have agreed to make right my financial grief. I appreciate the call and the willingness to work through the issue as this was really not expected.

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,

Dear Revdex.com,Thank you for allowing OneGuard Home Warranties the opportunity to review this information. Please know our number one priority is to provide a level of service that always exceeds our homeowners expectations, and we sincerely regret any frustration the homeowner...

endured with her claim. We have waived the $59 service fee on the homeowner's behalf. We have also reviewed the situation in its entirety, including listening to the original phone call with the OneGuard representative, and she is absolutely correct. The information was not thoroughly explained to the homeowner regarding OneGuard's policy on pre-existing conditions. In her situation, the faucet was noted on the home inspection as requiring attention. We have provided additional coaching to our representative to ensure this does not happen again. We sincerely hope this information helps and respectfully request for Revdex.com to close this complaint 'Administratively Resolved'. Thank you again for your time and consideration. Please feel free to contact me directly with any questions. Warmest regards,[redacted]Customer Relations ManagerDirect: ###-###-####

Thank you for allowing OneGuard Home Warranties the opportunity to

address this complaint and clarify important details.   Please know

we have reviewed the entire timeline with respect to the homeowner’s claim,

including detailed notes and digitally recorded...

phone calls.  

On March 1, 2013, the homeowner had a pre-season tune-up performed

on the heating system.  The technician added 2 pounds of Freon at that

time, and reported the unit was in good working condition.  

On January 21, 2014, the homeowner initiated a claim for service

for the heating system that was blowing cold air.  On January 22, 2014,

the service contractor was dispatched to the home to assess the unit.

While the technician was on site, the homeowner called OneGuard and said

the technician told him a leak was present but he could not complete the

repairs.  The technician also called OneGuard while on site to advise he

replaced the outdoor condenser fan motor to complete the repair and added 1 pound

of Freon.  He advised that the homeowner was asking him to perform a leak

search on the unit.  The technician explained he could not see a leak, and

he did not tell the homeowner there was a leak, and that the outdoor ambient

temperature was too cold to obtain a fully accurate reading for the Freon.

OneGuard placed a follow up call to the homeowner to advise that the

current condition of the unit does not warrant a leak search.  There were

no visible signs of leaking, and no excessive loss of Freon.  The homeowner

said there is a history of adding Freon to the unit.  Therefore, we

reviewed all the air conditioning claims under the homeowner’s policy.

The last time Freon was added was in March 2013.  Prior to that,

there is no record of adding Freon, and the homeowner has been a OneGuard

customer for nearly 6 years.  OneGuard explained to the homeowner that if

he would like to have a leak search performed at this time, it would be at his

expense.  The homeowner advised he would be contacting the [redacted] 

([redacted]) because Freon is escaping into the atmosphere.  Please note, 

both the licensed HVAC contractor and OneGuard Home Warranties abides by

federally mandated regulations with respect to Freon.

In closing, OneGuard Home Warranties has acted in good faith and

within the parameters of the service agreement.  We have repaired the

mechanical failure the homeowner was experiencing, and do not find it necessary

to perform a leak search at this time.  This information is based on the

professional diagnosis of our licensed HVAC contractor.  

We hope this information helps and request for RevDex.com to close this complaint ‘Administratively Judged Resolved’.  Thank

you for your time and consideration.

Sincerely,

Customer Relations Team

OneGuard Home Warranties

www.oneguardhw.com

Dear Revdex.com,Thank you for allowing OneGuard Home Warranties the opportunity review the homeowner’s claim and provide additional clarification regarding the necessary repair to the evaporative cooler. Please know our number one priority is to provide service that always exceeds our customers’ expectations and we regret that did not happen in this situation.  First, please allow us to clarify the homeowners costs associated with this repair. The access charge that is not covered under the homeowner’s warranty is for the cost of running the electrical wires inside the walls of the home. Please note, areas which are not readily accessible and are covered by walls, concrete or floors are not covered under the OneGuard service agreement.  The homeowner has additionally requested clarification regarding why the thermostat was not replaced in 2011 when the evaporative cooler was replaced. In October 2007, the evaporative cooler was replaced under the OneGuard service agreement. At that time, the dual thermostat was working properly and did not require replacement. Therefore, the new evaporative cooler was wired as necessary to work in conjunction with the dual thermostat already in place. The dual thermostat did not require replacement until July 2014. The contractor determined the issue with the thermostat when assessing the air conditioning system that was not cooling, and advised OneGuard the dual thermostat is no longer manufactured. OneGuard authorized replacement of the thermostat to repair the air conditioning system to operate properly. The evaporative cooler thermostat could not be replaced at the same time as it was necessary first for the homeowner to approve the non-covered charges.The non-working thermostat which was removed from the home in 2014, is not available and unfortunately, cannot be provided to the homeowner. We have reached out to the contractor and they did not take note of the make or model of this thermostat. Additionally, OneGuard researched the dual thermostat the homeowner indicated he found on-line for $50. The thermostat he is referring to is used in homes that have one source of heating/cooling, and want to control the temperature at varying degrees depending on the area. An example of this would be a two story home. Homeowners often set the upstairs at a different temperature than the downstairs. The dual thermostat which operates two separate units (heating/cooling and evaporative cooler) are no longer available.OneGuard would like to present the homeowner with two options:1) OneGuard will cover the costs of all parts including the new thermostat, evaporative cooler control kit, and also the labor for connecting the new wiring to the evaporative cooler. The homeowner will agree to pay $360 for the labor costs for running the new low voltage wire.2) OneGuard will offer the homeowner a cash disbursement in the amount of $601.87 which is our cost for parts and labor for connecting the new wiring to the evaporative cooler. He will then be able to use a contractor of his choice to complete the repair.We sincerely hope this additional clarification explains the non-covered costs associated with the evaporative cooler repair. OneGuard Home Warranties has always acted in good faith in our efforts to serve the homeowner and within the parameters of the service agreement, and respectfully requests for Revdex.com close this complaint ‘Administratively Resolved’.   Thank you again for your time and consideration and please know your questions are welcomed.  Sincerely,[redacted]Customer Relations SpecialistOneGuard 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.

OneGuard Home Warranties has admitted to the necessity of adding Freon on two separate occasions showing the system is leaking Freon which is being vented into the environment.  I don’t see any exclusion in the contract from OneGuard Home Warranties that would prevent them from fixing a Freon Leaking heat pump.

 

Prior to this issue, I had received a warranty renewal offer from OneGuard Home Warranties.  On January 28th 2014, I received a letter from OneGuard Home Warranties, receding this renewal offer further supporting my claim that OneGuard Home Warranties does not want to honor their contact and fix/replace the heat pump.  I suspect this is due to the cost of fixing or replacing the heat pump.

Regards,

The company contacted me after posting a negative review. They were apologetic about my experience, sensitive to my concerns and committed to improving communication with customers on plan changes in the future. They made the situation right and I am pleased with the outcome. To reiterate, I have been pleased with the service providers contracted by One Guard.

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]

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,

 
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]

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: ###-###-####

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.Thanks for taking the time to review all the details with my AC/Evaporative cooler issues.  Overall there are a lot of accurate details to the time line.My experiences from Oct 7th to Present were slightly different:On October 7, 2014, I contacted the property management to determine why there was not “access” to allow for thermostat wiring.  The property manager reached out to the tenant and confirmed nothing is in the attic to block access. On Oct 10, 2014, I reengaged OneGuard to inform you that the attic was free and clear of any obstacles or access limitations (still true).   [redacted] message was a request for me to call her back, she did not go into details of a dual thermostat.One Oct 13, 2014, I called [redacted] back and asked her if she could call back the original company that installed the evaporative cooler (2011) and find out why they failed to put a thermostat, and also to give me the price and reason for the second contractor not being able to replace the thermostat when they serviced it on July 1, 2014.On Oct 16, 2014, I personally did not receive a message.On Nov 6, 2014, I made contact with [redacted] who told me she was waiting to hear back from above said contractors.  She stated she would call them both back as it had been over a week, and would contact me.Nov 19th Left message with [redacted] (no reply).Nov 25th Left a message with [redacted] (no reply).At this time I kindly request one of the following:A.     Installation of the evaporative cooler be completed by installing the thermostat that comes as standard hardware.B.     Original dual thermostat be provided to me for verification of model number and unknown name brand.C.     Split the difference ($180ea party) to run a wire I don’t feel is necessary at this time if A and B were handle correctly the first time.I would like to reemphasis that access is not limited and also I am not asking for an upgrade of equipment, but rather the correct hardware that comes standard with an evaporative cooler installation be installed.  Lastly, I can find dual thermostats online for under $50, and I believe I can replace the original if given the correct Name Brand/Model Number.

Regards,[redacted]

This company is a scam, they are playing games with the wording of their contracts, my advise is stay away from them, go find another Home Warranty company but don't use One Guard unless you want to here what isn't covered and how its not in the policy. Do yourself a favor and stay away from these folks they aren't for real. I fired them and am taking my business somewhere else.

I am a Real Estate Broker in AZ. For years I referred clients to another well known home warranty company. I used that home warranty company for my personal residence as well, until that other company refused to renew my contract a few years ago. It was then that I made the switch to OneGuard.
OneGuard has made numerous repairs to my home which include repairing the following: water softener, broken garage door springs, refrigerator ice maker, pool pump, garbage disposal, and the air conditioning system. Today I had the heater for my pool completely replaced with a new model. This would have been well over $2000 for me to replace myself and I was able to have it replaced with OneGuard for the $59 service fee. OneGuard has been wonderful to work with, their customer service is outstanding, and the have renewed my warranty even with all the repairs I have requested. I highly recommend them to anyone looking for a home warranty!

They send out second rate contractors. Then when those contractors mess up and install parts that are not compatible with the existing units, they do not stand up for you at all.

text-decoration: none; background-color: transparent;">August 14, 2016

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]

Re: OneGuard Home Warranties Business Response for CID [redacted]Dear Revdex.com,Thank you for allowing OneGuard Home Warranties the opportunity to explain why the homeowner’s claim for the air conditioning system is not covered under the OneGuard service agreement due to...

the breakdown being the result of non-normal wear-and-tear conditions. A careful analysis has been conducted and this letter will explain why the claim is not being covered by OneGuard Home Warranties.The Customer Relations team reviews the nature and cause of the issue the homeowner is experiencing, and will do everything possible to assist with a positive outcome. 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 events in relation to the claim and what led to our ultimate decision. Please note, the warranty went into effect on May 19, 2015. On June 15, 2015, the homeowner contacted OneGuard Customer Care to report her air conditioning system that services the basement was blowing hot air, and advised there were two additional units for the home which were functioning. The representative established a work order on her behalf.  On June 17, 2015, the service technician called OneGuard’s Authorization team to provide the following diagnosis: The air conditioning unit that services the basement was disconnected at both the outdoor condenser unit and the air handler located inside the home. The technician suspected that someone may have looked at the unit prior to his arrival based on its condition. Additionally, the system was be completely depleted of Freon, and he was unable to locate a leak with the unit was in this state. He also discovered a missing cap for the service valve. There were no signs of dried oil or refrigerant residue to indicate Freon was leaking from the valve. In order to further diagnose the system, the technician added R-22 nitrogen to test the pressures, and confirmed the unit was holding the pressure but noted there may be a small leak within the system. Because the unit was completely empty of Freon, the technician determined the leak was going on longer than the warranty was in effective, and the leak was pre-existing.  All of the information was taken into consideration by OneGuard’s Authorization team: The professional diagnosis by the service contractor, the current condition of the air conditioner unit, as well as the effective date of the service agreement. The Authorization team determined the issue did not occur within the active period of the policy. The unit was not in good working condition prior to the setup of the warranty and the breakdown was not covered. According to the terms of the service agreement, OneGuard requires that covered items are in good working condition at the start of the home warranty, and repairing the leak would be the responsibility of the homeowner. On June 17, 2015, a representative from OneGuard’s Authorization team spoke with the homeowner to discuss the claim. The representative explained the leak in the refrigeration lines existed prior to the effective date of the home warranty, and the claim would not be covered. She also explained that the policy was less than 30 days old, and the pinhole sized leak in the system would have been detected during an inspection using a thermal device. Additionally, it would have taken longer than 30 days for the system to lose all its refrigerant. The homeowner expressed her dissatisfaction with the outcome and her interaction with the contractor, requesting to speak with a supervisor. The representative forwarded the request to her supervisor to review the claim and follow up.On June 17, 2015, the Authorization supervisor contacted the homeowner to discuss the claim. The homeowner requested to have the contractor return to try and locate the leak since he did not do so on his initial service call. The supervisor advised she would contact the contractor and follow up with her the following day.  On June 18, 2015, the Authorization supervisor spoke with the service contractor and asked for the technician to return to the property to reassess the system for leaks. Upon his second visit, the technician determined the unit had lost about 10 pounds per square inch (PSI) of pressure from the previous day, which confirmed the unit was leaking. He did not detect leaks in the condenser or evaporator, and concluded the leak was in the line within the wall. Please note, OneGuard does not cover repairs for leaks located in lines that are inaccessible. He reiterated that the system had no pressure and was depleted of Freon since his initial service call. In his opinion, the leak was in effect longer than 30 days and if a mechanical inspection were performed, the issue would have presented itself. To verify, OneGuard sought the opinion of another HVAC contractor to obtain a second opinion diagnosis. The second opinion contractor also confirmed the findings, advising the system would not have functioned properly during an inspection.On June 22, 2015, the Authorization supervisor contacted the homeowner to confirm the information. She explained the breakdown was determined to be pre-existing and not covered by OneGuard. The homeowner did not believe the breakdown was pre-existing and asked to speak with someone else. The supervisor sent her request to the Customer Relations team to perform a detailed review of all of the information and follow up with the homeowner. On June 22, 2015, the Customer Relations supervisor contacted the homeowner to confirm the claim was denied due to the pre-existing breakdown. The homeowner understood the information. However, she was concerned that the contractor did not isolate each component of the system to search for the leak. Please note, the contractor confirmed he did isolate both the condenser and the evaporator, and was did not detect a leak on either unit. His equipment did not detect a refrigerant leak because the system was empty for a covered. According to the terms of the service agreement, OneGuard requires that covered items are in good working condition at the start of the home warranty, and repairing the leak would be the responsibility of the homeowner. On June 17, 2015, a representative from OneGuard’s Authorization team spoke with the homeowner to discuss the claim. The representative explained the leak in the refrigeration lines existed prior to the effective date of the home warranty, and the claim would not be covered. She also explained that the policy was less than 30 days old, and the pinhole sized leak in the system would have been detected during an inspection using a thermal device. Additionally, it would have taken longer than 30 days for the system to lose all its refrigerant. The homeowner expressed her dissatisfaction with the outcome and her interaction with the contractor, requesting to speak with a supervisor. The representative forwarded the request to her supervisor to review the claim and follow up.On June 17, 2015, the Authorization supervisor contacted the homeowner to discuss the claim. The homeowner requested to have the contractor return to try and locate the leak since he did not do so on his initial service call. The supervisor advised she would contact the contractor and follow up with her the following day.  On June 18, 2015, the Authorization supervisor spoke with the service contractor and asked for the technician to return to the property to reassess the system for leaks. Upon his second visit, the technician determined the unit had lost about 10 pounds per square inch (PSI) of pressure from the previous day, which confirmed the unit was leaking. He did not detect leaks in the condenser or evaporator, and concluded the leak was in the line within the wall. Please note, OneGuard does not cover repairs for leaks located in lines that are inaccessible. He reiterated that the system had no pressure and was depleted of Freon since his initial service call. In his opinion, the leak was in effect longer than 30 days and if a mechanical inspection were performed, the issue would have presented itself. To verify, OneGuard sought the opinion of another HVAC contractor to obtain a second opinion diagnosis. The second opinion contractor also confirmed the findings, advising the system would not have functioned properly during an inspection.On June 22, 2015, the Authorization supervisor contacted the homeowner to confirm the information. She explained the breakdown was determined to be pre-existing and not covered by OneGuard. The homeowner did not believe the breakdown was pre-existing and asked to speak with someone else. The supervisor sent her request to the Customer Relations team to perform a detailed review of all of the information and follow up with the homeowner. On June 22, 2015, the Customer Relations supervisor contacted the homeowner to confirm the claim was denied due to the pre-existing breakdown. The homeowner understood the information. However, she was concerned that the contractor did not isolate each component of the system to search for the leak. Please note, the contractor confirmed he did isolate both the condenser and the evaporator, and was did not detect a leak on either unit. His equipment did not detect a refrigerant leak because the system was empty for a 
A. COVERAGE OVERVIEW (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.6. Coverage includes only the items stated as covered and excludes all others. Coverage is subject to limitations, exclusions, and provisions specified in this contract.F. HOMEGUARD COVERAGE (page 3 of 6)3. AIR CONDITIONING & HEATING SYSTEMCOVERED: Electric central air conditioning systems, gas or electric central heating systems, heat pumps, and all mechanical parts thereof including: condenser*, evaporative coil, air handler and detached drain lines, ducted electric wall air conditioners, metering device (evaporative coil piston and thermal expansion valve), leaks in accessible refrigerant lines, evaporative coolers, baseboard heaters and radiators. 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.H. LIMITATIONS OF LIABILITY (page 5 of 6)This residential service contract is intended to cover the costs to repair or replace your covered home systems and appliances when they fail due to normal wear-and-tear; however, coverage is not all inclusive. There may be situations in which you will be responsible to pay additional costs for parts or services not covered by this residential service contract. In those cases, we will work with you to determine the best course of action to reasonably minimize your out-of-pocket-costs. 1. General Exclusions. This contract does not cover: a. Known defects that existed on or before the effective date. Unknown pre-existing conditions are not covered by this residential service contract unless  (2) The pre-existing defect or malfunction would not have been detectable by visual inspection and a simple mechanical test. (3) The defect or malfunction occurred as a result of normal wear-and-tear. The residential service contract holder must have all known pre-existing breakdowns and 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.d. Breakdowns that are caused by any condition that is not considered to be normal wear-and-tear such as but not limited to:(6) Manufacturer or builder defects.2. Access Limitations: 
a. Except as noted under "Limits", OneGuard is not responsible for providing access or closing access to covered items. b. OneGuard is not responsible for costs of restoration of any wall or floor covering, cabinets, countertops, tile, stone, brick, paint, or the like.In closing, OneGuard Home Warranties has denied the claim for the homeowner’s air conditioning system due to the damage to refrigerant line from non-normal wear-and-tear, and the cost to fix the leak was the responsibility of the homeowner. OneGuard respectfully requests for Revdex.com to close this complaint. Thank you for allowing OneGuard the opportunity to provide you with this information. We sincerely hope it helps.Regards,[redacted]Customer Relations Specialist IOneGuard Home WarrantiesP: ###-###-####

Thank you for allowing OneGuard Home Warranties the opportunity to provide information regarding the homeowner’s claim for the evaporative cooler and to explain his portion of the cost associated with this repair. Please know OneGuard has always acted in good faith and within the parameters of the...

service agreement. The claim has been reviewed in its entirety by OneGuard’s Authorization team, Customer Relations team, and Executive Management team to ensure accuracy. We have also had numerous conversations with the homeowner and his property management company to explain coverage and the associated costs covered under the service agreement.The OneGuard team reviews the nature and cause of the issue the homeowner is experiencing, and will do everything possible to cover a 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 specific timeline of events and what led to our ultimate decision regarding the claim:On March 11, 2014, a work order was initiated on-line through OneGuard’s website for an air conditioning pre-season tune-up. When creating a work order on-line, the person submitting the claim must answer several questions, and noted the unit was not currently having any mechanical failures. They also acknowledged their understanding that a second service fee would be due if there were any failures with the system and a repair was necessary. A work order was created and forwarded to a preferred service provider.On March 12, 2014, the service technician arrived at the home to complete the air conditioning tune-up. During the assessment, he discovered the unit was depleted of refrigerant/Freon and the unit was not working in either cooling or heating mode. The technician contacted OneGuard to advise he would need to complete a leak search. OneGuard created a new work order for the technician to troubleshoot the breakdown, and he found two leaking Schrader valve cores. OneGuard provided authorization and the technician replaced the two Schrader valve cores and charged the unit with 13 pounds of R22 Freon.On April 1, 2014, a representative from OneGuard called the homeowner as follow-up to an e-mail he sent. He questioned why he was charged two service fees for the air conditioning tune-up. The representative left a voice message explaining the service agreement requires the homeowner to pay a second service fee when a repair is found to be necessary during the pre-season tune-up.On April 17, 2014, the homeowner’s property management company contacted OneGuard, advising the tenant was unable to turn on the evaporative cooler. A work order was created and forwarded to a preferred contractor.On April 30, 2014, the service contractor confirmed with OneGuard that they repaired the wire connections at the evaporative cooler. The contractor also confirmed the unit was working properly upon completion of the repair.On June 19, 2014, the homeowner’s property management company contacted OneGuard for status on the claim for the evaporative cooler. She advised the tenant did not hear from the contractor and the unit was still not working. The customer care representative advised the contractor completed the repair in April. The representative also offered to contact the contractor to confirm the work was completed, and call back with an update. The property manager called OneGuard back a short time later, advising she provided incorrect information on the prior call. The tenant confirmed the technician had been to the home and repaired the evaporative cooler. However, the air conditioning system was blowing warm air. The OneGuard representative created a work order for the air conditioning system and dispatched it to a contractor. The representative also provided the telephone number of the contractor, advising the tenant should expect a call for an appointment.On June 20, 2014, the contractor contacted OneGuard to advise they had been to the home and could not find any problems with the air conditioning unit.On June 26, 2014, a representative from the homeowner’s property management company called OneGuard to advise the tenant still had concerns as they felt their electricity bill was too high. The tenant did not feel there was a thorough assessment completed by the last technician to determine the root of the problem. The OneGuard representative offered to send a second opinion and dispatched a work order to a different contractor. The property manager was informed that a service fee would apply if the new contractor also determined there was no problem with the air conditioning unit.On July 1, 2014, the contractor called OneGuard’s Authorization department to advise they identified the problem. There was a bad low voltage wire in the thermostat, and the thermostat must be replaced. The technician explained the existing thermostat, model CA37, is no longer available and dual thermostats are no longer manufactured. The existing model of thermostat runs both the air conditioning/heating unit and the evaporative cooler. The evaporative cooler side of the thermostat is no longer functional. The technician explained to the tenant and OneGuard, the systems will now have to operate on two separate thermostats; one thermostat to operate the air conditioning and heating unit, and the second to operate the evaporative cooler. He explained the current set up included wiring conducive to only one thermostat, which runs both the air conditioning/heating system and the evaporative cooler. One of these systems will have to be rewired to add the necessary low voltage wire, and allow for the addition of the second thermostat. The cost involved to run the additional wiring is not covered under the warranty, as it is an access issue to run the new wires through walls. The technician also advised the tenant stated the heater has never worked. The technician told the tenant that due to the current temperatures, he would not be able to test the heater and recommended having the system assessed in the fall.On August 20, 2014, after numerous scheduling conflicts between the tenant and the contractor, the technician arrived to begin the repair. The technician was able to install a new thermostat using existing wires to get the air conditioning/heating unit working properly. On August 21, 2014, the property management company contacted OneGuard Home Warranties to inquire about the status of the repair. The representative explained the air conditioning unit is now working properly. However, in order to make the necessary repairs to the evaporative cooler, the homeowner will need to provide access and approve the out of pocket expense. The representative confirmed the contractor’s phone number with the property manager who was going to contact the contractor directly to find out what steps the homeowner should to take to allow the repair for to be completed.On October 7, 2014, the homeowner e-mailed OneGuard to advise the incorrect thermostat was installed, and it no longer controls both the air conditioning system and the evaporative cooler. A customer care representative called the homeowner, and explained he was responsible for creating access to allow for the second thermostat to be installed for the evaporative cooler. The homeowner advised he would contact the property management office regarding the necessary access.On October 10, 2014, the homeowner contacted OneGuard’s Authorization department for an explanation as to why he was told he would have to pay $435 for the evaporative cooler thermostat to be wired. He did not understand why he would be responsible for the charge since OneGuard replaced the evaporative cooler in October 2007. The Authorization representative called the contractor for a thorough explanation and left a detailed message for the homeowner. She explained the previous thermostat was a dual thermostat and was wired to run both the air conditioning system and the evaporative cooler. However, this could no longer be accomplished as the evaporative cooler side of his thermostat was no longer working, and the dual thermostats are no longer manufactured. It will be necessary for the contractor to run a new wire for the two systems to operate using individual thermostats. The cost involved with running a new low voltage wire is not covered under the OneGuard warranty and would be the responsibility of the homeowner.On October 13, 2014, the homeowner contacted OneGuard to request a second opinion on the evaporative cooler and air conditioning system repair.On October 14, 2014, a second opinion work order was dispatched to a contractor who has not worked on the homeowner’s unit previously.On October 16, 2014, upon completing a thorough assessment of the system, the contractor called OneGuard providing the same diagnosis. The technician advised the units were previously wired for a dual thermostat. This type of thermostat is no longer available and would now require running a new low voltage wire to separate the thermostats. He advised the homeowner’s cost involved in running the wire would be $360. A member of OneGuard’s Authorization department called the homeowner, and left a message with the technician’s diagnosis. In the message she advised the second opinion came back with the same results; the thermostat is no longer available and new wiring necessary which is not covered under the warranty.Please see the excerpt taken directly from the homeowner’s service agreement to help further explain our position:H. LIMITATIONS OF LIABILITY (Page 5 of 6)2. Access Limitations: a. Except as noted under "Limits", OneGuard is not responsible for providing access or closing access to covered items. b. OneGuard is not responsible for costs of restoration of any wall or floor covering, cabinets, countertops, tile, stone, brick, paint, or the like.3. General Limitations of Liability:e. OneGuard is not responsible for upgrades, components, or parts required due to the incompatibility of the existing equipment with the replacement system, appliance, component, or part thereof or new type of material or chemical utilized to run the replacement equipment including but not limited to differences in technology, refrigerant requirements, or efficiency as mandated by federal, state or local governments except as detailed in paragraph F.1 (Air Conditioning /Heating System ) of this residential service contract.In closing, OneGuard would like to complete the repairs for the evaporative cooler under the service agreement. However, the homeowner is responsible for the non-covered costs necessary for the repair. The homeowner’s cost of $360 covers the labor and access involved in running the new low voltage wiring. OneGuard’s portion of the costs covers all parts including the new thermostat, evaporative cooler control kit, and also the labor for connecting the new wiring to the evaporative cooler. Once the homeowner approves his portion of the repair costs, OneGuard will advise the contractor so they may arrange scheduling for the completion of the repair.OneGuard Home Warranties respectfully requests for Revdex.com to close this complaint ‘Administratively’. Thank you again for allowing OneGuard the opportunity to look into this on the homeowner’s behalf.  Please know your questions are welcomed.Sincerely,[redacted]Customer Relations Specialist