OneGuard Home Warranties

Dear Revdex.com,

 

Thank you for allowing OneGuard Home Warranties the opportunity to perform a final review of the homeowner’s claim.  Please accept this as our final response.  OneGuard stands firm in our position and we will not refund the homeowner the service fee.  Per the terms of the service agreement, the fee is due.  The information was explained to the homeowner’s wife when she called in for service, and requested for OneGuard to create a work order on her behalf.  The information in our original response is an accurate summary of phone conversations and notes in our database.

 

Here is an excerpt taken from the homeowner’s agreement to further explain the trade service fee in more detail:

 

E. TRADE SERVICE FEE (page 3 of 6)

1. For each separate trade item, you are responsible to pay a $55.00 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. This includes when:

a. A customer cancels service request after the Service Contractor is in route to the customer’s home; b. A customer fails to provide accessibility necessary to perform the service request; c. A Service Contractor’s diagnosis results in a partial or complete exclusion of coverage; or d. OneGuard approves a customer’s request for a second opinion. 2. Repairs are guaranteed for 30 days.  Should failure of that item occur within 30 days, another fee will not be charged. 3. Failure to pay service fees could result in suspension or cancellation of this residential service contract.

  

The homeowner agreed to the terms of the agreement and paid the service fee upon creating the work order.  OneGuard proceeded to dispatch a licensed HVAC technician to the property to evaluate the situation.  The technician completed an inspection of the system and advised OneGuard that the unit was low on refrigerant.  He also advised that the homeowner had both units replaced 6 months ago.  The party that installed the units had to come back on 2 separate occasions to add refrigerant.  The technician found no visible leaks and advised that the line sets under the slab, and the leak was coming from the line in the slab.  The line that is set under the slab would not break due to normal wear-and-tear.  Something had to cause the breakage and the line set would require replacement.  He explained that this could have happened when the new unit was installed.  As we explained in our initial response, one scenario for this to happen could possibly be due to a joint in the ground, which caused the concrete to crack and the copper line to separate, and does not happen due to normal wear-and-tear.  Something had to cause it to crack.  The claim was ultimately denied due to non-normal wear-and-tear conditions.  Please note, the home warranty will pay for covered items that are due to normal wear-and-tear conditions.  

 

Here is an additional excerpt taken from the homeowner’s service agreement that explains warranty coverage:

 

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 residential service contract; b. Become inoperative from normal usage (normal wear-and-tear) after the effective date of this residential service contract.  

 

At this time, we encourage the homeowner to deal direct with the company that installed the new units for resolution.  OneGuard Home Warranties has been in business for 22 years and is a value driven organization.  We have attempted to communicate with the homeowner by responding to the homeowner’s complaint and addressing their concerns, and consider this matter closed.  Thank you for your time and consideration.

 

Sincerely,

OneGuard Home Warranties

Customer Relations Team

Dear Revdex.com,
Thank you for the information and allowing Customer Relations the opportunity to respond. Please be assured I have been in direct communication with Mr. [redacted] and also actively involved with his claim. Since lodging the complaint with Revdex.com, Mr....

[redacted] called to advise the washer is working and no longer displaying error codes. If he begins to experience any issues with the unit, I asked him to please call me right away and I will make arrangements for our contractor to return to the property. Please know we sincerely appreciate Mr. [redacted]'s patience throughout and apologize for the frustration he has endured with his claim.Thank you again and please let me know if you have additional questions.
Warmest regards,
Samantha M[redacted]
Team Manager, Customer Relations
Direct: [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.Hello, and once again thank you for taking time to read my rebuttal to the response made by OneGuard Home Warranties.  OneGuard's attempts to dis-way me, and as I feel, bullying me to go away is not the way this matter should be handled.  OneGuard's many attempts to evade addressing the primary complaint and concern here, and have continually chosen to evade responsibility.  The issue at hand has nothing to do with all the jumbled wordage about "dirty grids", "no d.e. present" and "lack of maintenance" that OneGuard continues to have you focus on in their attempt at trying to confuse the situation without facts, only guess work, not the true merit of this claim.  In an attempt to keep my personal feelings out of this response and focus only on the facts, I have put a lot of time and energy in to resolving this matter and hope you will find my rebuttal, along with all of my evidence and facts, not just mere statements, as were made by OneGuard in an attempt to sway or confuse you, so that a clear and informed decision can be made.  I will try to address each item on the response from OneGuard in order, so that it might make things a bit easier to follow.  1.  In the first paragraph of OneGuard's response, the comment "The Customer Relations Team reviews ... and will do everything possible to cover your claim...and 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".  If this statement held any merit at all, I know we would not be here because everyone from the manufacturer to online professionals to other contractors, which I have already provided in my original complaint, have all maintained that this breakdown of the fiberglass component, the [redacted] FNS Plus D.E. Filter is breaking down due to Normal Wear and Tear.  2.  As I am the daughter of my homeowner, I am also the spokesperson for my parents and this information was made clear a few years ago when this company was Secure One Home Warranty Service, so when I speak, I represent mother and father. 3.  After the finding by [redacted], LLC., was made, I requested that OneGuard provide me with any information on this company, [redacted], as I was not able to find any information myself.  I wanted specifically to know what this technician's license was, how much training he had, etc.  I was given no information, even though I provided OneGuard with all of the contractors I hired to come out for second and third opinions, that were well documented and one, has been in this industry for over 25 years.  His name is [redacted] and he is employed by [redacted], who has been in the pool building business since 1966. A well-respected and well-known business here in Arizona. Mr. [redacted] provided me with an estimate with what it would cost to replace this unit as well as his findings of what he thought caused the hole/crack, which was "Normal Wear and Tear".  A follow up email was also forwarded to OneGuard with this information and yes, as OneGuard told you in their response, they did contact Mr. [redacted], but the specific part that they left out was that after Mr. [redacted] told them that he didn't open the tank to observe the grids (at this point, the grids were already clean and the tank was put back together by myself so Mr. [redacted] could come out and give his estimate at no charge to me), Mr. [redacted] explained this to OneGuard and further told them in his professional opinion that he didn't need to open the filter to know that this was not caused by anything but the unit being over 11 years old and sitting in the Arizona sun for 365 days per year and he has done this job for over 25 years and that was his professional opinion.  So, I guess you can see that OneGuard not only does not follow their own guidelines, they do exactly the opposite.  They left out this very important information in their response to you in order to do everything to help themselves.4.  When I provided OneGuard the information on the contractors and pool professionals that I had come out to my home, and realized they were not going to listen to what they or I had to say, I then provided Ms. [redacted] with the name of a contact who worked directly for the Manufacturer of my filter, [redacted]. When I wasn't getting any results merely on the merit of the contractors, I decided to go directly to the source. Who knows this product better than the people that design and construct it?  I was given the number of a man named [redacted], who is the [redacted]tory District Sales Manager for [redacted] Pools at his direct line ###-###-####. To date, Mr. [redacted] has informed me that OneGuard, nor any of its representatives contacted him so he could explain that there is no way my filter cracked for the reasons OneGuard is claiming, and that the hole/crack is absolutely due to "normal wear and tear"!  I would urge you to contact [redacted] so he can explain directly to you, his findings and why.  5.  Regarding the statement that OneGuard made in reference to the "caretaker screen" being clogged solid, this is normal and I cleaned it accordingly.  Also in the Owner's Manual, you will find under "Maintenance Section" of the manual (copy included in this rebuttal) it states "Strainer baskets and the filter must be kept clean in order to allow maximum water flow to the in-floor system.  In addition to the regular skimmer and pump baskets, there is a valve cup strainer on the 5-port valve that must be cleaned "periodically".  So as you can see from the words and further on the diagram which I have provided, it says no where that it has to be cleaned daily or at all for that matter in order to prevent the filter from cracking. 6.  In the following sentence, where OneGuard refers to the "grids being very dirty and broken at the bottom" and "depleted of DE, which helps trap particles to allow the water to flow through the filter freely, if this was not working properly, the DE, or dirt particles would have found its way back into my pool and there was emphatically no evidence of this in my pool that on 3/17/15.  Where it is referenced by OneGuard that the pressure was built up and could cause the PSI (pressure per square inch) to increase, this is optimal and needs to happen when you have in-floor popup head cleaners which is also outlined in the Owner's Manual.  Something I take issue with specifically relating to the comment by the technician that the pool was dirty with debris and leaves.  First, I asked Ms. [redacted], myself, and brought this to her attention, not the other way around, and this was also recorded in our conversation. The question was, why didn't my pool show signs of anything backing up into my pool?  I explained to her that my pool was 90-95% clean and that was after I had taken the pool cover off and had no filtration for the couple of days I had to wait for them to come out.  I further asked her did she have photos to prove what she was claiming, and if not, why?  If my pool was dirty and showing signs of the DE going back into my pool, where was this evidence she had?  I have yet to see this proof, and I believe no proof was provided to the Revdex.com.  Further, this still does not prove OneGuard's theory that dirty grids caused this fiberglass filter to crack or develop a hole in it. 7.  The photos of so-called "maintained grids" that OneGuard provided to you are not representative of a normal pool, nor a pool with DE, as outlined in the Owner's Manual. 8.  In the last part of paragraph 5 in OneGuard's response, I would like the Revdex.com to ask them, if possible, where they retrieved their facts from.  It would appear that they are guessing or making up these statements to fit there own agenda.  9.  In paragraph 6 of OneGuard's response, where they refer to the "technician's professional diagnosis", as repeatedly asked for by myself, this technician's certification and training, years on the job,  etc., so as to compare with my contractors findings.  Contractors that have been certified and working in the business well over 25 years with voluminous experience with these filters.  OneGuard's Ms. [redacted] declined and refused to answer.  10.  Also in paragraph 6 of OneGuard's response, they make reference to the grids being cleaned on a routine basis.  According to the facts in the Owner's Manual, it is said that 2 times per year is sufficient for the grids to be cleaned. 11.  In paragraph 8 of OneGuard's response, they refer to "the Customer Relations Team and the Authorization Team", I asked who both of these divisions were?  I have yet to get an answer here either.  I am questioning the validity of these "departments" as well as what their training is and how they do their research.  However, these "teams" made the professional diagnosis from pictures taken by the Contractor, I think they are referring to the "technician" here, and spoke with the "service contractor" that performed the assessment, still unclear who this might be or their credentials, that determined that a "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".  Were there photos of proof that my filter was running higher than the normal range of 20-20 psi?  I asked OneGuard to provide me with evidence of this.  Again, I am asking, where are they getting this ludicrous information? I now ask you to once again to refer to the Owner's Manual, which I am providing and hopefully will be in numbered sequence of this rebuttal.  There are so many inconsistencies in this response, I hope you can keep up, because I sure am trying.  Further in this paragraph, OneGuard refers to a "supervisor".  Is this the same person who responded to the claim?  If not, I would like to know who this person is as well.12.  In paragraph 9 of OneGuard's response, they do acknowledge one thing, that at least one of my contractors was from a "reputable" pool company.  This is referring to the email and phone conversation that OneGuard had with Mr. [redacted], the contractor from [redacted].  As they stated, I forwarded a copy of the quote Mr. [redacted] gave me when he came to my home to give me a second opinion on what caused my filter to produce a hole/crack, and then he further provided me with a followup email which I also forwarded to OneGuard.  Once again, what they fail to mention, I pointed out in my first paragraph, OneGuard left out the part of their telephone conversation with Mr. [redacted] where he told them that "he did not need to inspect the grids inside the filter to determine that this problem was caused by normal wear and tear".  Further, in the sentence that says he "discovered a crack in the filter he believed was the result of the tank expanding and contracting.  Well part of this statement is true.  The filter is designed to expand and contract (facts are found in the Owner's Manual).  This filter is specifically designed to put the desired and needed pressure to circulate through the pool cleaning pop up system so that the pressure is enough to handle the cleaning process.  Also, if Mr. [redacted] said this, this is factual and is performing the duties as it was designed to do.  Where does this imply that this has anything to do with causing the filter to crack, etc.?  He explicitly told OneGuard that the cause of the breakdown was due to Normal Wear and Tear.  OneGuard is making things up as they go along.13.  When OneGuard's representative contacted Mr. [redacted], the contractor from [redacted], the statement says, "the supervisor called to speak with him directly.  She specifically asked him about the condition of the filter grids."  I am wondering if there was any question that asked him in his professional opinion what caused the breakdown in the filter.  Mr. [redacted] told me that he emphatically told OneGuard that it was due to Normal Wear and Tear and absolutely nothing to do with grids.  He was not there to quote a price for grids, but rather a quote and reason for the breaking down of the filter.  I would like you, the Revdex.com to ask the question why the supervisor "specifically" only asked about the condition of the grids and only noted this to you in their response.  I find this suspect that this was put in the response, but conveniently left out the specific question; "what caused the breakdown"?  OneGuard's only objective here was again only give you "their" set of facts, not the whole facts presented. Why was this particular information deliberately left out?  In my opinion, they did not want the answer about the filter, but rather to focus on the grids.14.  As explained by the Manufacturer of this filter, [redacted] Pools, and their representative and Area [redacted]tory District Manager, [redacted], my filter is about 11 years old now and the normal or average length of time for these filters to last is between 5 to 8 years.  The Manufacturer told me that "I was doing something right, to get almost double the amount of time out of my filter!"  I took that as an extreme compliment.  15.  In reference to the LIMITATIONS AND LIABILITY paragraphs by OneGuard, in Paragraph (H. b.), Routine maintenance of appliances and equipment. You are responsible for maintenance and cleaning of covered items as specified by the manufacturer.  I have proven beyond a shadow of any doubt with the truth and facts, stemming directly from the Manufacturer, the Owner's Manual and the couple of professionals I contracted to give me a second and third opinion.  Further I complied by continuously employing a pool company for the past 5 or more years at $80 per month to come once a week to clean my pool, handle the chemicals and maintain the filter and the system.  I even retained the last set of grids that were changed within the last year, this after almost 10 years of working.  My pool company was scheduled to clean the grids during the first week in April, as I believe he pointed out in his letter to OneGuard.  This was directly from the owner, [redacted], from [redacted].  This man is now also doing the repair and replacement work for [redacted] and will be phasing out of the pool cleaning business and he also directly works with the Managers of [redacted] and also with [redacted], the Area District Manager for [redacted] Pools.  I find OneGuard and their "technician's" remarks that my pool was not maintained, etc., almost slanderous, but at this point nothing they say is surprising.  How do they make their claims?  Again, their own agenda. I have the facts, with the letters, the payments, etc.16.  In reference to Paragraph (H. c.), Failure of parts or components caused by the lack of Manufacturer recommended maintenance of this contract are not covered.  I ask, what more proof does OneGuard need?  I have provided a letter from my pool cleaning contractor, I have given them the number of the Manufacturer's Representative, I also directed them to look this information up themselves, but they refuse, only in an attempt to not pay for this "covered item", governed by their own contract.  I am simply baffled at the blatent denial based on nothing but baseless information and not fact.17.  In the closing statement in OneGuard's response, where they say "has always acted in good faith when servicing the homeowners' and withing the parameters of the service agreement".  This is laughable at best, they are not acting in anyone's best interest but their own.  They are not acting in Good Faith either.  However, they are acting! 18.  I just received another email from a forum that I joined called "poolfyi".  It is run by a man who goes under the handle of MrDgvb1 on [redacted].  He is a professional that has almost 13,000 followers and has several videos of how to clean a [redacted] FNS Plus Filter and also offers information on troubleshooting.  When I joined the forum, there was another person on there asking about the breakdown of the same filter as mine and he resides in Florida.  I asked the question about so-called "dirty grids" and "no DE" and dirty 5 port valve screen and posed the question if any of these things would cause my filter to break down.  His response was "[redacted], Unlikely.  The tank is weakened from UV sun exposure since it is made of fiberglass.  It can also be a defect in the filter itself that will show immediately or at a later time. I have had them crack in the first year on two accounts (covered under the one year warranty).  One cracked after 9 years for no reason. It is normal wear and tear.  I would call [redacted] and have them send you a statement of some kind referencing that tanks crack due to age and wear, or defects.  The warranty company just doesn't want to pay!  I asked permission to use his statement here and will be providing you with the [redacted] information and a copy of his response in an email to me.  I think I may have asked this question before, but I want to bring it up again.  I would like to know why OneGuard's technician did not take a photo of my pool running displaying the PSI on the filter?  I know it was at 28 PSI, well withing the normal range.  This directly contradicts the statements OneGuard is making that my filter expanding, being dirty, non-maintained etc. etc., are false and inaccurate, but more importantly, non-factual!I want to reiterate my position, especially and specifically with regard to the statement by OneGuard regarding "Lack of Maintenance". This statement only refers to the DE and Grids.  This statement does not directly respond to my claim for OneGuard to replace my filter.  This is in my informed opinion to deflect the facts to your office off the topic, which is replacing my [redacted] FNS Plus D.E. Filter.  For example, if there was no D.E. present at all, 1. The grids would be the only thing that could possibly get damaged, and have to be replaced.  2.  If that were to happen, the D.E. would simply backup and go straight into the pool, which did not happen.  The grids are specifically designed to filter the dirt and debris which come from the pool and then sticks to the grids, in which my grids were doing exactly what they were supposed to do, collect all the dirt and debris; hence, the reason they are/were dirty.  Thus proving they were working properly and doing their job! If you think of a screen door on your home, if closed and properly installed, when your main door is open, only air can get in and circulate, otherwise keeping out bugs and critters; however if the screen becomes damaged, i.e., ripped, torn, etc., then there is a probability that a bug or critter or other elements are going to be able to get into your home, therefore making the "screen" ineffective, not the entire door.  Do I believe the house or room is going to collapse because of this..in all probability no.  Do I think the bugs, etc., might irritate us, most likely yes.  will be including the Manufacturer's Owner's Manual with everything marked in order, hopefully matching up my rebuttal.  I am also enclosing the [redacted] Caretaker Owner's Manual that specifically relates to the comments regarding the 5 port valve screen, etc.  I am going to include statements or references of complaints against OneGuard Home Warranty that are public knowledge on the site [redacted]. I will send the email I received from the [redacted] video on the "fyi" forum.  I am also including a copy of the Pool Owner Liftime Warranty for [redacted] Cleaning Agreement, which reflects my name on it directly from the pool builder. This document shows the date and Warranty number, showing that I am the original pool owner and have had this pool and filter since July 2004.In closing, I would like to again thank the Revdex.com for taking my case into consideration. I truly hope you can assist me in holding this company, OneGuard Home Warranty, liable for blatently disregarding all the facts in this case, as well as their own policies.  Please know that I do not take this case to be anything but truthful, with merit and fact and I hope you will see this as well. I respectively request for the Revdex.com to not close this complaint, "administratively" or otherwise.  I hope you will hold OneGuard accountable for not providing you all the facts in their response.From a very concerned citizen and disabled member of the United States Marine Corps, I am grateful that there is a place that consumers can turn when a company will not listen!* The following is a link to the [redacted] page of reviews from other OneGuard customers [redacted]  Thank you.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

The company has responded and a technician was dispatched. At this time we are awaiting a resolution to the problems. As the warranty company has already said their service provider is responsible and the service company has said they are sending to HomeGuard to handle, I'm not at all sure we are near the end of this issue that started back in March. Also I have made HomeGuard aware that the appliances in question are 2 of set of 6 appliances that all match. I'm guessing this will be an issue also.
 

Dear Revdex.com,

OneGuard Home Warranties is actively working directly with this homeowner to resolve this complaint.  We will advise you of the outcome.  Thank you for your time and consideration.

Customer Relations...

Manager 

OneGuard Home Warranties

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is very acceptable.  Once a supervisor was assigned to this issue, OneGuard has responded very quickly, respectfully, and appropriately to resolve not only the repair, but also the confusion over the warranty wording.  Their supervisor, [redacted], was excellent in her patient, understanding approach to deescalate the situation and quickly act upon a professional repair and complete problem resolution.

At the beginning of this issue, I was ready to cancel my home warranty, but now will continue with One Guard for years.

Regards,

I am writing again to state the OneGuard really tried to remedy my complaint against them. They went above and beyond what is stated in the contract in order to make things right with my complaint. Even though I haven't been super satisfied overall, I'll still renew again since I have had to make numerous claims and they end up paying for what is covered in the contract.

I'll say thanks to Sam at OneGuard for working hard to rectify the situation.

Our home is currently for sale and our real estate agent puts a home warranty on each home she sells. We did not ask for one. She uses one guard warranty. This was not a choice for us. We ended up having to use our warranty when our airconditioner stopped cooling our home. We contacted oneguard over a month ago to have someone come and check why our aircon was not cooling properly.

They took over a week to have someone come and say our aircon coil needs to be replaced as it is leaking freeon. They said they wanted a second opinion. No one ever sent anyone to our home for a second opinion, according to my realtor. She never had to let anyone else in the home. one guard kept telling me when I called asking for updates that theyre waiting for the 2nd opinion.

Now its been one month no airconditioner working. I cant hold open houses and people who did come to our house to look didnt want to stay or even look because it was too hot inside to concentrate. It has lost the sale of our home several times by interested people.

They are telling me afew days ago that several weeks ago my claim was denied.

No one called to inform me or my realtor of this decision. Ive been waiting for them to fix it.

Today I called again because christina told me two days ago she would wait until monday and have another look at the info with a manager and call me back by 10am.

Well, I waited all day and finally called myself. someone named Garrett talked to me and said she was busy and sorry but my claim has been denied.

There is NO reason for my claim to be denied.Its been a month of hot Texas weather.

It was under warranty and they are just trying to get out of paying to fix the problem.

They are so dishonest of a company. They dont even have the decency to call someone and tell them when a claim has been denied.

My experience with this company has been terrible.

I would not recommend this company to anyone.

I will send this case to the arbitration dept. Tthe salesman couldnt even find the email for complaints in his company.

They are just horrible to deal with.

No return of phone calls

No calls telling you its been denied or emails even.

Lying about second opinions and not fixing anything.

Causing the loss of sales on our home.

What a way to thank your military families while moving,

Do not waste your hard earned money on this company!!!!!!!

Hi [redacted],Please let me know if you need anything else.  - [redacted] direct:  [redacted]

Dear Revdex.com,

Thank you for the information and allowing OneGuard's Customer Relations team the opportunity to look into this on behalf of our homeowner. Please know our top priority is to provide a level of service that always exceeds customer expectations, and we...

sincerely regret that did not happen in this situation. Please be assured we have been in communication with the homeowner since receiving this complaint in an effort to directly resolve, and believe we have achieved a positive outcome.

We completely understand the homeowner's concerns with the costs associated with this claim. The OneGuard Account Executive who services the homeowner’s area has covered the expense associated with the leak detection as a professional courtesy, and the charge of $170 will be billed to OneGuard directly by the contractor. Additionally, OneGuard has waived the service fee for the claim, and applied the $59 credit to the customer’s credit card. The contractor has confirmed they have cancelled the city permit associated with this repair, and the homeowner has also cancelled her check for the charges. Therefore, a refund of this charge is not necessary. This homeowner's satisfaction is extremely important to us, and she has our contact information if she needs anything further or has questions.

In closing, OneGuard Home Warranties respectfully requests for Revdex.com to close this complaint 'Resolved.' Thank you again for your time and consideration.

Sincerely,

[redacted] Customer Relations Specialist II

OneGuard Home Warranties

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory only if OneGuard Home Warranty ensures that [redacted] will replace the faucet by March 11, 2014 at no additional expense to us.

Michelle was very unhelpful, and seemed as if she gave little if no concern of the problem they have created. I am to be billed 3 months of back services... and I am still waiting on my first bill statement...

Dear Revdex.com,Thank you for allowing OneGuard Home Warranties the opportunity to explain why the claim for the pool equipment is not covered under the OneGuard service agreement, which was caused by non-normal wear-and-tear. Please be assured OneGuard has been in direct...

communication with the homeowner in an effort to resolve the situation. 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.The homeowner established a work order for his pool pump that was not working. The service technician that diagnosed the system, advised OneGuard that there were two pumps, and both pumps were shorted out from water. While the technician was on site, the homeowner’s son was also there. The son disclosed that he turned the spa on because he was going to use it. He forgot about it and left. When his parents came home, they called him to let him know the yard was flooded. The technician advised Oneguard that about 8” of water flowed back into the area where the pool equipment is located, and shorted out both of the motors. In a conversation with the technician, the homeowner also advised the equipment had gotten wet. The technician forward pictures to OneGuard to demonstrate his findings and expressed to OneGuard that he is certain the breakdown was due to flooding.   A representative from OneGuard’s Authorization team spoke with the homeowner, advising the repair was not covered due to the breakdown being the result of flooding, and not caused by normal wear-and-tear. The homeowner disagreed and the claim was relayed to the Customer Relations team for review and follow up with the homeowner.A supervisor from the Customer Relations team arranged for a second opinion contractor to diagnose the breakdown. Please note, OneGuard does not provide the contractor with the diagnosis from the first contractor. The contractor receives the original work order and the only information included is the breakdown the homeowner is experiencing. Our goal is to send a fresh set of eyes to assess the situation. The second opinion contractor advised that the bearings have gone out, and the motor was flooded out. He opened up the equipment and discovered water inside the motor as well as calcium build up. There were also a lot of leaves surrounding the equipment covering the breathing holes. The technician forwarded pictures to OneGuard to demonstrate his findings.The supervisor from the Customer Relations team followed up with the homeowner, advising the second opinion contractor confirmed the breakdown was due to water inside of the equipment, and not covered under the OneGuard service agreement. The flooding of the motor shorted out the equipment, and is not considered a normal wear-and-tear breakdown. At that point, the homeowner disconnected the call. The following day an attorney called on behalf of his client, and asked our Customer Relations supervisor questions regarding the claim, and also asked for a copy of the homeowner’s service agreement, which she e-mailed to him.In closing, OneGuard Home Warranties respectfully requests for Revdex.com to close this complaint. The breakdown is not covered under the OneGuard service agreement. Flooding is not considered a normal wear-and-tear condition. Additionally, the homeowner has sought legal representation. Thank you again for allowing OneGuard the opportunity to provide you with this information. Please feel free to contact me directly with any questions.  Sincerely,[redacted]Customer Relations ManagerOneGuard Home WarrantiesDirect: ###-###-####.

Thank you for allowing OneGuard Home Warranties the opportunity to further review the homeowner’s claim.  Please note, the homeowner did submit a survey that is actually dated January 7, 2014.  The original Revdex.com complaint is dated January 3, 2014.  We have spoken directly with the service contractor with whom we have a long-term positive working relationship.  The owner of the company is the person who assessed the washing machine, and the person with him was a technician who is currently in training.  The owner also reiterated that no mechanical failures were present with the machine, and no repairs were needed.  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.  Further, per the terms of the service agreement, the service fee is applicable, which is clearly outlined in the service agreement we previously provided.  
OneGuard Home Warranties is a growing company and has been in business since 1991.  We are fully committed to each of our homeowners and our number one priority is to provide service that exceeds their expectations.  We have always acted in good faith and within the parameters of the service agreement with this homeowner, and will not issue a refund for the service fee.    
OneGuard Home Warranties respectfully requests for Revdex.com to close this complaint.  Thank you again for your time and consideration.

Sincerely,

OneGuard Home Warranties

Customer Relations Team

Thank you for allowing OneGuard Home Warranties the opportunity to respond to the homeowner’s claim for the heating and cooling unit, and to explain his portion of the cost associated with this repair and why OneGuard will not be offering reimbursement. Please be assured OneGuard has always acted in...

good faith and within the parameters of the service agreement.The Customer Relations 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 July 28, 2014, the homeowner contacted OneGuard to create a work order for the air conditioning unit for his rental property that was not cooling. A work order was created on his behalf and dispatched to a OneGuard contractor. Please note, a service fee is due when creating a work order, and the homeowner authorized the $59 fee to his credit card. On July 29, 2014, the service technician contacted OneGuard with his assessment. The unit was depleted of Freon caused by a loose low side access valve. The technician resolved the leak by tightening the valve. Additionally, the compressor failed and needed to be replaced. A representative from OneGuard’s Authorization team called the homeowner to discuss the diagnosis and advised him of costs not covered under the service agreement. The homeowner approved the repairs and agreed to pay the contractor $350 for costs associated with modifications, Freon recovery, and equipment disposal. OneGuard also offered hotel reimbursement for the tenant and the offer was declined.On July 30, 2014, OneGuard called the homeowner to advise the compressor was available and the contractor would complete the repair the following morning. A hotel reimbursement was offered again and the homeowner advised it was not necessary. On July 31, 2014, the compressor was installed and 8 pounds of Freon were added to complete the repair and restore cooling to the home. Please note, OneGuard guarantees all repairs for 30 days.On November 25, 2014, the homeowner contacted OneGuard to create a work order, advising the air conditioning system was continuously running. A work order was created on his behalf and forwarded to the contractor who performed repairs in July. The contractor advised they replaced a contactor to complete this repair. Please note, a contactor can fail at any time in an air conditioning system. OneGuard guarantees all work completed for 30 days and determined this failure was unrelated to the compressor replacement in July.On December 30, 2014, OneGuard received written notification from the homeowner advising he would not be renewing the service agreement which was expiring on January 3, 2015. This information was noted in his file.On January 7, 2014, the homeowner called OneGuard to advise the heater was not working, and the contractor he hired stated the compressor was not installed properly. Our Customer Relations team called the homeowner, and left a voice message offering to arrange for a service contractor to assess the unit. Please note, if a homeowner feels faulty repairs were completed by one of our contractors, OneGuard will send a senior technician to the home to assess the situation. If a faulty repair is found, OneGuard requires the contractor to correct it.On January 19, 2014, the homeowner called OneGuard stating he did not hear from OneGuard regarding the compressor installation. The homeowner was connected to a supervisor on the Customer Relations team. During the conversation, he confirmed his contractor already completed the repairs. The representative requested copies of repair receipts which the homeowner e-mailed. OneGuard also asked if he had pictures to document the improper installation of the compressor. The homeowner advised no pictures taken prior to the repair being completed.After completing a thorough analysis, the Customer Relations supervisor responded to the homeowner’s e-mail, advising OneGuard would not be reimbursing for the repairs to the heating system. In this situation, OneGuard offered to send a contractor to the home to inspect the installation of the compressor to determine if it was improperly installed. The homeowner did not accept the offer and did not provide OneGuard the opportunity to assess the unit. Additionally, the homeowner was not able to provide substantiation of improper repairs and no pictures were taken of the alleged improper install. At this point, the homeowner was urged by Customer Relations to contact the contractor directly to discuss his concerns, and the contractor’s contact information was provided. Please see the excerpt taken from the homeowner’s service agreement to help further explain our position:E. TRADE SERVICE FEE (Page 2-3 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.2. Repairs are guaranteed for 30 days.  Should failure of that item occur within 30 days, another fee will not be charged.H. LIMITATIONS OF LIABILITY (Page 5 of 6)3. General Limitations of Liability: a. Except for coverage provided by the ProtectionPlus Upgrade, OneGuard is not responsible for any additional work or costs required to comply with any federal, state, or local laws, regulations, or ordinances or utility regulations, to meet current building or zoning code requirements or correct for code violations. b. Except for coverage provided by the ProtectionPlus Upgrade, OneGuard is not responsible for fees associated with: (1) Legally required permits (2) Recapture of refrigerants (3) Disposal of old covered equipment c. OneGuard is not responsible for repairs, replacements, or modifications of covered equipment that are merely inefficient.In closing, OneGuard Home Warranties will not be offering reimbursement to the homeowner for work completed outside of the warranty. Per the terms of the service agreement, OneGuard guarantees all work for 30 days and will waive the service fee when a recall is necessary in this 30 day period. In addition, the costs associated with the modifications were required to complete the replacement of the compressor, and were not covered under his service agreement. These costs were agreed to by the homeowner and paid directly to the contractor. OneGuard also made efforts to service the homeowner to further assess the compressor installation, and the homeowner did not allow OneGuard the opportunity. Lastly, the homeowner could not provide proper substantiation to OneGuard to demonstrate the compressor was improperly installed. OneGuard urges the homeowner to contact the contractor directly with regard to his request for reimbursement if he believes they performed faulty repairs.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. We sincerely hope this information helps. Please know your questions are welcomed.Sincerely,[redacted]Customer Relations Specialist

I had been a One Guard Home Warranties customer for over 2 years, paying on time every month. We had our account set up for automatic withdrawal. Upon a debit card change, One Guard stopped receiving monthly payments, but I was not aware this had occurred. Instead of a phone call from One Guard inquiring about the matter, I received a threatening "last chance" notice from them as their first communication with me. I was treated like a criminal for an honest mistake instead of as a customer.

Dear Revdex.com,
Please find the attached letter regarding CID [redacted] for [redacted]. Please let us know if you should have any questions. Thank you again for your time and consideration.
Regards, Jacqueline H[redacted]Customer Relations...

Specialist II###-###-#### EXT [redacted]

Dear Revdex.com,
 
We sincerely regret the homeowner's dissatisfaction with the outcome of the plumbing claim that was not covered by OneGuard since it was determined to be a pre-existing condition that was in effect prior to the warranty start date. We have carefully re-reviewed the claim in its entirety. The plumbing leak from the shower going into the laundry room was reported by the technician to be an ongoing leak, which in his opinion was pre-existing. He has provided a picture to OneGuard to show the extensive damage which evidenced water stains and a split in the cabinetry. Customer Relations would like to reiterate that we have attempted to offer our personal assistance and have asked for documentation showing repairs were completed prior to closing on the home, or the leak was not noted on the inspection, which the homeowner has not provided. Please note our offer stands if she has documentation, we are happy to review and do what we can to help. Please be assured we are working within the parameters of the service agreement and not sure why the homeowner will not comply with our request. Please send a copy of the full inspection report.
In closing, based on the information we currently have, the claim is not covered and OneGuard will not be issuing reimbursement for unauthorized repairs that were completed outside of the warranty. Thank you for allowing Customer Relations the opportunity to clarify this information. We sincerely hope it helps.
Warmest regards,Samantha M[redacted]

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 do not agree with any of the claims they made about customer service being important or that they are interested in making sure they handle things professionally as this is the exact opposite of the interactions I have had with One Guard. I feel that they are only trying to cover their actions and the actions of their representatives who did not follow up or do their jobs.

I did not receive any kind of correspondence from One Guard until they were notified that I filed a Revdex.com complaint against them. Yes, the permit was removed. However, I am the one that removed it when I called the City Permit office.Regards,