OneGuard Home Warranties

Re:  complaint [redacted]

OneGuard denied my claim because of a "pre-existing condition."  I quote from OneGuard's website: "We're the only warranty company that covers all unknown pre-existing conditions." (www.[redacted].com) Which is it?

Regardless, OneGuard is ignoring the policy language. The question is whether the heater was in "good working order."

The product was inspected before I moved in. A licensed contractor checked the heater and confirmed that it worked properly.  I used the heater several times. And it worked fine: high temperatures were reached in normal times, no modifications were required, no apparent issues.

OneGuard says that opening the heater casing and looking inside would have revealed the presence of rust. But nobody told us to search for problems that might manifest themselves later. If a product works, we expect the home warranty to cover subsequent breaks. Should I also disassemble my refrigerator to check the freon levels!?! This was not a known condition, and we had no reason to suspect or search for it.  

Moreover, there is no exclusion for "product condition."  Despite OneGuard's response, the phrase "preexisting condition" does not appear in the policy. Rather, the policy focuses on functionality, not condition. The presence of rust does not preclude coverage on a product that was functioning properly. The heater was not brand new, but it was still worked normally--i.e., it was in "good working order." That is sufficient to trigger coverage.

Further, an exclusion based on "product condition," without clarification, is vague and allows OneGuard to always deny coverage--because virtually every product will exhibit some wear and tear that will eventually cause a failure. Again, though, the policy applies so long as the product was in "good working order." I suspect OneGuard is frustrated because the product broke so soon after we moved in. We were frustrated too. But there is no dispute that the heater worked initially. OneGuard already imposes a waiting period before new policies take effect; they cannot deny coverage here because they wish the waiting period were longer.

Although not our preference, we are prepared to pursue legal remedies (through arbitration under the contract or otherwise) if this issue is not resolved satisfactorily. OneGuard will have to explain the denial of my claim--for a purported preexisting condition--when its website boldly advertises that it provides coverage despite preexisting conditions.

Regards,

Dear Revdex.com,
Please find our attached business response for [redacted], CID [redacted]. Thank you for your time and consideration and please know your questions are welcomed.
Warmest regards,
Samantha M[redacted]
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.
My response is that I was never given the choice of having a one guard senior tech go look at the job that [redacted] installed. They told me I needed pictures . I don't live in Arizona this is a rental property. I contacted [redacted] and they told me they have to repair any unit that is repairable even if the parts don't fit and may have to retro fit them because the unit it too old. They can't replace the unit the proper why because one guard will not allow them to do this the right way (It cost too much ). If one guard Senior Tech would go to the home and inspect the unit and send me a report that states the unit is in excellent working condition and everything is installed properly I will close the case. I mean  the compressor was installed fits properly in the unit. Please take pictures ! 

Regards,[redacted]

I moved into a condominium 3 months ago and had 2 separate issues. Overflowing toilet, and a leaky dishwasher. I contacted One Guard each time, and their service was amazing. The toilet issue was addressed the same day, the dishwasher in 3 days, because it was Christmas. Service providers called prior to arriving, identified themselves, arrived on time and in each case, resolved the problem the day of service. Prompt, courteous, competent service is very difficult to find these days.

I scheduled a call to have my HVAC system fixed, I have two systems in the house so I'm told that they can't send a crew immediately because it's not an emergency. So, half of my house is hot ( 90+ degree outside) and my other system is running at full capacity to try to keep a decent temperature inside. ( and failing to do so ).

We schedule a visit for 5 days after and the heads up from the HVAC guys is a 5 seconds voicemail "I'm on my way" when he was advised to call my wife and schedule with her. Bottom line, nobody is at the house, he technically made the heads up call and now we owe him 59$ for a non performed job. Oneguard is not even try to debate the fact that a 5 second voicemail can't be considered an acceptable service call. I'll cancel my home warranty, pay the 50$ early cancellation fees and sign up with a more reputable company that doesn't use the lowest rated contractors in the area (this guy is rated 1 out of 5 stars in multiple resources for not being able to solve issues ). Shame on you.

Dear Revdex.com,
Please find our attached business response for Mr. [redacted], CID [redacted] Thank you for allowing Customer Relations the opportunity to provide you with this information.
Respectfully,

Team Manager, OneGuard Customer...

Relations

March 26, 2014

 

RE:  Revdex.com Complaint ID [redacted] / OneGuard...

Business Response for [redacted]

 

 

Dear Revdex.com,

 

Thank you for allowing OneGuard Home Warranties the opportunity to provide information regarding the homeowner’s claim for the pool heater and to explain why it was denied.  Please know OneGuard has always acted in good faith and within the parameters of the service agreement.  The claim has been reviewed by OneGuard’s Authorization team, Customer Relations team, and Executive Management team to ensure accuracy.  We have also had numerous conversations with the homeowner to explain coverage and why the claim has been denied.    

 

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 to deny the claim:

 

The effective date of the home warranty was February 23, 2014.  Please note, new plans are subject to pre-existing conditions as outlined in the terms of the service agreement.    

 

On March 3, 2014, the homeowner initiated a call into our customer Care division advising that when the spa is turned on, it immediately shuts off and is also shooting sparks.  A work order was created on the homeowner’s behalf and forwarded to a preferred service provider.

On March 4, 2014, the service contractor was dispatched to the home and provided OneGuard with the following information:  The heater for the pool and spa will turn on and immediately shuts off.  The heater is completely rusted through and requires replacement.  The homeowner may have ran the heater previously.  However, the technician advised OneGuard the heater is unsafe to operate, and the extreme presence of rust is the prime contributing factor of the failure.  In his opinion, the rust has been present for a long period of time, prior to the effective date of the home warranty.  Rust to such extent takes time to develop, possibly several months or years.  Additionally, the filter is leaking from the band clamp and needs a new O-ring, and the salt system is not working.  However, the motor appears to be running fine.  The issue is primarily with the condition of the heater.  The technician further advised the equipment is located under a roof line which could also contribute to the rust when it rains, as it flows directly into the equipment.  The technician forwarded several pictures to OneGuard to demonstrate his findings (please see attached photos).  The technician also advised the homeowner did not have a home inspection performed on the equipment prior to move in.  Please note, if the equipment was inspected, it would have been marked as deficient on the report.  

 

On March 4, 2014, the homeowner provided OneGuard with a receipt showing a list of repairs that were completed by a pool care company on January 30, 2014.  OneGuard placed a follow up call to the contractor that performed the work for additional information.  The contractor advised that the heater did function while he was on site.  However, he stated he did not open the heater up to look inside of the equipment to fully assess it internally.

 

All information was taken into account by OneGuard’s Authorization team and Executive Management team before denying the claim:  The professional diagnosis and pictures from the pool contractor, the homeowner’s receipt, current state of the pool heater, the effective date of the home warranty, and the date the initial claim for service was created.  

 

On March 11, 2014, a representative from OneGuard’s Authorization team spoke with the homeowner directly to advise the repair was not covered under the service agreement.  He explained that per the terms of the service agreement, OneGuard requires for covered items to be in good working condition upon the effective date of the home warranty.  The claim was denied due to the pre-existing condition of the pool heater with the excessive presence of rust which resulted in the failure.  The home warranty was in effect for 8 days when the initial claim for service was created and the unsafe condition of the heater was evident to be pre-existing.

Please see the excerpt taken directly from the homeowner’s service agreement to help further explain our position:

A. WARRANTY COVERAGE (page 2 of 6)

1. In accordance with the terms and conditions of this residential service contract, OneGuard Home Warranties will repair or replace your selected covered items so long as they:  a. Are in good, safe working order and correctly installed at the premises on the effective date of this warranty contract.

 

On March 17, 2014, OneGuard’s Customer Relations team received a written request from the homeowner to appeal the denial.  The Customer Relations representatives analyzed the entire timeline and details of the claim, including diagnosis, pictures, and the inspection report.  They also met with the representatives of OneGuard’s Authorizations and management teams, and shared the information in the homeowner’s appeal.

 

On March 19, 2014, a Customer Relations representative called the homeowner to discuss the denial in more detail.  She confirmed the denial still applied due to the condition of the heater being considered a pre-existing condition, and not in good working order upon the effective date of the agreement.   OneGuard will not be covering the repair or replacement of the water heater.

 

OneGuard Home Warranties respectfully requests for Revdex.com to close this complaint ‘Administratively Judged Resolved’.   Thank you again for allowing OneGuard the opportunity to look into this on the homeowner’s behalf.  Please know your questions are welcomed.

Sincerely,

Customer Relations Manager

OneGuard Home Warranties

Direct: ###-###-####

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 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.  I 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!  Sincerely, thank you.* The following is a link to the [redacted] page of reviews from other OneGuard customers http://www.homewarrantyreviews.com/reviews/oneguard-home-warranties  Thank you.Regards,[redacted]

Dear [redacted],The Customer Relations team has been in direct communication with the homeowner to resolve this claim. Please know we have waived the service fee as a onetime courtesy per his request, and the homeowner has acknowledged that he is satisfied with the outcome....

OneGuard Home Warranties respectfully requests for [redacted] to close the complaint 'Resolved'. Thank you for your time and consideration. Please know your questions are welcomed. Warmest regards,[redacted]Customer Relations Specialist IIOneGuard Home WarrantiesDirect: ###-###-####

Dear Revdex.com,Thank you so much for bringing this matter to our attention.  Please know this is not typical of our operations and we sincerely regret the homeowner’s experience with the claim.  Upon receiving this complaint, our Customer Relations team immediately...

began looking into the situation and we are in the process of reaching out to the homeowner directly to achieve a swift resolution.  We truly appreciate the homeowner’s feedback and value his 11 years as a loyal OneGuard customer.  This information has been escalated to our executive management team for internal review, and we have communicated directly with the service contractor regarding his concerns.  His satisfaction is extremely important to us and we want to be sure you know we take this information very seriously.  It allows us to improve processes and to provide additional training to our representatives and service contractors. We appreciate the homeowner’s patience throughout this entire process, and will provide an update to Revdex.com once a positive resolution is achieved.  Thank you again for allowing OneGuard Home Warranties the opportunity to look into this on the homeowner's behalf.Sincerely,OneGuard Home Warranties Customer Relations Team

The response, from One Guard is a combination of a generic, canned response and deliberate smoke and mirrors. I have been more than patient in this matter. I have made more than reasonable attempts to afford them numerous opportunities to assess the problem(s) with  my stand alone ice maker. I have invested enough of my time and money. I'm not asking for anything I'm not due. I have been dealing  with same issue for way too long. I have the dates and names of the people I have spoken  to. This situation far exceeds "reasonable and customary" time to repair or replace said ice maker. I obviously like the warranty plan, as I have renewed the plan. However, the runaround I have gotten seems like a way to avoid replacing it. Reps tell me they will c[redacted] me back and don't. I ask one question and get 3 answers and  other frustrating actions. Between July 2015 and March 2016 alone I have had numerous communications with them and to date my ice maker is still nonfunctional. I have the recorded calls and notes I've taken to refute their stance that they " have always acted in good faith and within the parameters of the service agreement in our efforts to serve the homeowner. OneGuard Authorizations and Customer Relations have made several attempts to talk with the homeowner directly to work through the situation and offer our assistance. The homeowner is holding up the process by not allowing us the opportunity to assess the unit". Why would I continue to follow their claim policy procedures only to get the same lackluster respone. How many times am I supposed to let them "assess the unit"? The amount of time and parts replaced,  the ice maker could have been rebuilt. Instead, One Guard chooses to 'place a band aid over a wound method' instead of doing the right thing which is replace the item. It's clearly not a monetary issue, based on my homes aesthetics.  I take great care and pride in my home, which includes my appliances.