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OneGuard Home Warranties Reviews (251)

Good Morning,There are several inaccuracies in the response provided by One Guard The most obvious and blatant is that Authorized Contractor reviewed my home inspection and identified that there was a leak in the laundry ceilingIn fact, the contract spoke on the phone with OneGuard Authorizations MANY times and even sending photos to Josh They both agreed that the inspector did NOT identify any type of leak in the laundry ceiling The ONLY item noted by way of the laundry or plumbing was the evidence of a PAST leak from the washer drain so unless gravity has been defied and water can now travel upward feet this is unrelated Both the contract and Josh grudgingly conceded that the leak was NOT identified on the home inspection.If the leak had been leaking as they've indicated over time the ceiling most certainly would have collapsed It was leaking at such a rate (the one time that it leaked) that I was catching the water with buckets It was a sudden and spontaneous break as confirmed by a neutral licensed and bonded plumber I've attached a photo of the wood underneath the drain pipe which even an untrained eye can tell has NOT experienced the water damage they indicate it had.Further, my policy has a clause for pre-existing existence coverage which would apply here since it was NOT identified during my inspection as confirmed by both their "authorized" contractor and Josh in Authorizations Certainly they record their calls and can verify this fact has been confirmed multiple times.Lastly, while their contract does indicated that they do not reimburse for outside contractors work customarily they violated the terms of the contract when they denied the claim, therefore forcing me to seek outside help Had they complied with the contract they wrote at the time of the claim I would not be seeking reimbursement Sincerely, [redacted]

Dear Revdex.com,Thank you for bringing this information to our attention and allowing Customer Relations the opportunity to respondPlease know we sincerely regret the frustration the homeowner endured with his claim and timeframe involvedWe have followed up directly with the service contractor and repairs were successfully completed as of August Please note we are able to locate most parts locally, including with this repair, and have no record of the compressor being ordered internationallyIn addition, we offered the homeowner hotel concession due to the extreme temperature while repairs were being completed, and our offer stands if he would like to submit receipts for reimbursement Customer Relations has reviewed the claim in its entirety and realize there was opportunity for improvementThe work order was created on July The homeowner has two units and one of the units was blowing warm airOn July 28, the service contractor advised the compressor required replacementAt this point, Authorizations offered the homeowner hotel concessionOn August 2, the homeowner called to inquire about the status of the repair and Authorizations placed a call to the contractor for pricing and requested follow up as quickly as possibleOn August 3, pricing was obtained and the part was ordered, and installation was completed on August Our goal is to service our homeowners as quickly as possible and we truly apologize for the timeframe involved with finalizing the pricing and ordering the required partsIn closing, OneGuard has always acted in good faith in our efforts to serve the homeowner and we are truly sorry for the delay in service and appreciate his patience throughoutPlease be assured repairs have been completed to his home and cooling restoredThank you again for allowing Customer Relations the opportunity to provide you with this informationRespectfully, Samantha M [redacted] OneGuard Customer Relations

To Whom It May Concern:OneGuard Home Warranties ("OneGuard") is in receipt of your letter advising of the above referenced complaint Your letter has been forwarded to me for review and response.I have reviewed OneGuard's records with regard to the clothes dryer issue On June 5, 2017, service was requested for the clothesdryer and the request was dispatched to [redacted] to diagnose the IssueHornet Appliance reported that the control board for the clothes dryer failed due to a power surge Section G of the enclosed warranty plan states that the contract is intended to cover the costs to repair or replace the contract holder's covered home systems and appliances when they fail due to wear and tear; however, coverage is not all inclusive Section F-of the warranty plan provides that power failures and surges are not covered Therefore, coverage to repair the clothes dryer was denied.If the customers are in possession of information that contradicts the diagnosis provided to OneGuard by Hornet Appliance, they may forward the information to me for reviewOtherwise, I find that coverage to repair the clothes dryer was rightfully denied in accordance with the terms of the warranty plan.Thank you for your considerationSincerely,OneGuard Home Warranties

Dear Revdex.com,Thank you for allowing Customer Relations the opportunity to respond to the homeowner’scomplaint regarding the air conditioning repairs which were not covered under the serviceagreement due to the breakdown resulting from an improper installationPlease know ournumber one priority is to provide a level of service that exceeds our homeowners’expectations, and we truly regret any frustration he has endured.On June 1, 2016, OneGuard dispatched a contractor to assess the air conditioning systemthe homeowner reported was not coolingThe contractor determined the thermal expansionvalve (TXV) was not correct and incompatible with the systemPlease note the homeownerhas an R-Freon condensing unit and the TXV that was installed at the air handler wasrated for use with R-Puron refrigerantThe two refrigerants run under differentpressures and require valves rated for their respective refrigerantsThe unit could not coolthe home as a result, and the valve had to be replaced with the correct R-TXVBecausethe breakdown occurred from an improper installation, the claim was not covered, andAuthorizations spoke with the homeowner to explain the outcome and help him understandcoverage.Upon receiving his Revdex.com complaint, Customer Relations called the homeowner in an effort toachieve a satisfactory resolution, and obtained a copy of his home inspection report forreviewPlease note the report revealed the air handler components were corroded anddeteriorated, requiring replacementRepairs were performed, however, the party whoinstalled the evaporator coil did not use the proper TXV to accommodate systemrequirementsOneGuard determined the condition of the system was a known issue at thestart of the warrantyAdditionally, repairs were not performed by a licensed HVACprofessional, and not properly completedPlease be assured Customer Relations contactedOneGuard’s Account Executive who works with the homeowner’s real estate agent and shehelped the homeowner with a portion of the cost for the uncovered repairsCustomerRelations has followed up with the homeowner and he understands why the repairs werenot covered under the service agreementHis realtor also helped him contact the party whoinstalled the coil to recoup funds.In closing, we have taken actions to help the homeowner understand why the claim was notcovered and amicably resolved his complaintThank you again for allowing OneGuardCustomer Relations the opportunity to provide this informationWe sincerely hope it helps.Sincerely,OneGuard Home WarrantiesJacqueline D***Customer Relations Specialist II

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

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

August 14, [redacted] ***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 toiletsPlease 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 enduredPlease be assured OneGuard intervened on the homeowner’s behalf to help resolve the situation, and as of August 12, both toilets have been replacedIn 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 toiletAfter the toilet was replaced, the toilets were still experiencing clogsThe contractor returned to the home, and the service technician used an auger machine which hit a foreign object in the lineThis pushed the auger back into the hall toilet creating a breakOneGuard Authorizations communicated between the homeowner and the second contractor to come to an acceptable resolution, and the contractor returned to replace the hall toiletThank you again for allowing Customer Relations the opportunity to review this situation firsthandAgain, 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]

Dear Revdex.com,Thank you for bringing this information to our attention and allowing Customer Relations the opportunity to review Mrs [redacted] ' complaint firsthandPlease be assured that upon receiving the complaint, I spoke directly with Ms [redacted] to offer my personal assistance and followed this through to successful resolutionPlease know I am so very sorry for the frustration her and Mr [redacted] endured and timeframe involved, as they were extremely proactive on their end throughout the process, and did not receive timely follow up from OneGuardIn addition, this was an urgent situation that required swift resolution.The new condenser unit was installed on August 1, and I have spoken with Mrs [redacted] to ensure all is well and cooling has been restored to the homeMrs [redacted] also has my direct contact information and I am always happy to help with any of her claims, and appreciate how kind and patient she was throughoutThank you again for allowing Customer Relations the opportunity to provide you with this informationPlease feel free to contact me directly if you have any questions- SamanthaRespectfully,Samantha M [redacted] Team Manager, OneGuard Customer RelationsDirect: ###-###-####

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I have attached two receipts showing Freon (refrigerant) was added on two separate occasions The first receipt from Cool Blew was where pounds of Rrefrigerant was added on 3/1/ The second receipt shows Comfortable Living A/C Heating LLC added an additional pound of Rrefrigerant on 1/22/ Both Cool Blew and Comfortable Living were sent by One Guard when I reported the heat pump was not heating my home This documents that refrigerant was added on two separate occasions within the One Guard contract period proving the system was leaking If the system wasn't leaking, refrigerant would not have to be added (twice) I have also attached a copy of One Guard's warranty If you require additional information, please let me know Regards, [redacted]

July 31, 2017Michelle MarinRevdex.com of Central, Northern & Western ArizonaE Missouri AvenuePhoenix, AZ RE: [redacted] ***; Revdex.com Complaint ID No [redacted] ; OneGuard Plan No [redacted] Dear MsMarin:OneGuard Home Warranties (“OneGuard”) is in receipt of your letter dated July 24, 2017, regarding the above referenced complaintOneGuard does apologize for Ms***’s frustration regarding the air conditioning claim; however, OneGuard’s letter dated July 21, 2017, accurately and correctly states OneGuard’s position regarding the matter.I have forwarded Ms***’s request for the cancellation of the OneGuard plan to be processed The OneGuard plan is being cancelled based on the terms of the plan.Thank you for your consideration.Sincerely,ONEGUARD HOME WARRANTIESMarcy C***Customer & Regulatory Claim Resolution Specialist

To Whom it May Concern:OneGuard Home Warranties ("OneGuard") is in receipt of your letter dated August 16, 2017, advising of the above referenced complaint The letter has been forwarded to me for review and response.I have reviewed OneGuard's records regarding Mrand Mrs***'s air conditioning system On May 12,2017, Mrand Mrs [redacted] placed the service request and OneGuard dispatched [redacted] and Plumbing to diagnose the problem with the air conditioning system.The technician reported to OneGuard that he was able to seal a leak and recharge the refrigerant in the air conditioning system.On July 11, 2017, Mrand Mrs [redacted] placed a new service request and OneGuard dispatched [redacted] and Plumbing to diagnose the problem with the air conditioning system.The technician reported to OneGuard that the evaporator coil was leaking due to wear and tearOneGuard approved the replacement of the evaporator coil.In order for the technician with [redacted] and Plumbing to complete the installation of the new evaporator coil based on the terms of the OneGuard plan Mrand Mrs[redacted] were advised that they would be responsible for the cost to modify the duct work in the amount of$400.00,modify the drain line in the amount of $150.00, modify the copper line in the amount of$200, and provide access in the amount of Section H-3f of Mrand Mrs***'s OneGuard plan states that OneGuard is not responsible for costs of construction, carpentry or structural modifications necessary to effect repair or replacement of covered itemsSection H-of Mrand Mrs***'s OneGuard plan provides that OneGuard is not responsible for providing access or closing access to covered itemsTherefore, OneGuard is rightfully not responsible or liable for the additional cost of$I,with respect to the installation of the new evaporator coil.Mrand Mrs [redacted] disputed the additional cost and in order to resolve this matter OneGuard is providing them with a check for OneGuard 's cost to replace the evaporator coil in the amount of $Section A-of Mrand Mrs***'s OneGuard plan provides that OneGuard reserves the right to offer cash in lieu of repair or replacement in the amount of OneGuard's actual cost (which is less than retail) to repair or replace any covered itemMrand Mrs [redacted] will receive the check in the amount of $within the next ten business days.OneGuard will not waive any premium plan feesThank you for your consideration

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below 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, [redacted]

Dear Sir/Madam:OneGuard Home Warranty is in receipt of your letter advising of the above referenced complaintYour letter has been forwarded to me for review and response.OneGuard dispatched Prestige Air Service to diagnose any problems with Ms***' air conditioning systemThe service contractor reported to OneGuardthat the evaporatorcoilwas clogged and caused the compressor to failIt was also reported that the compressor was still under a manufacturer's warrantyPictures were also received to support the service contractor's diagnosisSection A-lb of the OneGuard plan,states that OneGuard will only provide coverage for repair and/or replacement when a covered item becomes inoperative due to wear and tearSectionH-1e provides that OneGuard does not provide coverage for any covered item still under a manufacturer's warranty.Section H-1c provides that failure of parts caused by lack of maintenance is not coveredTherefore,based on the terms of the plan,the claim was denied.Ms [redacted] disputed the denial and OneGuard dispatched a second opinioncompany,Sunrise Home Services,to diagnosethe air conditioning systemHowever,itappears that Ms[redacted] hired an outside company to complete the air conditioning repairsand has requestedreimbursement for her costsSection D-states that OneGuard will not reimburse contract holder for service performedby contract holder's own contractor without prior authorization Therefore,based on the terms of the plan, OneGuard will not reimburse Ms [redacted] for the unauthorized air conditioning repairsOneGuard denies any further liability with respect to this matter.Thank you for your consideration

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11689657, 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, [redacted] ***

Dear Revdex.com, I have had a follow up conversation with Mr [redacted] He advised repairs have been completed to his satisfaction and he considers this matter resolvedHe said he will also notify you of the positive closureThank you and please let me know if you have any questionsWarmest regards, SAMANTHA M [redacted] | Team Manager, Customer Relations | OneGuard | OneGuardHW.comt###-###-#### f#-###-#### [redacted] @oneguardhw.com

August 30, Revdex.com of Central, Northern & Western Arizona E Missouri Avenue Phoenix, AZ RE: [redacted] ; Revdex.com Complaint ID No [redacted] ; OneGuard Plan No [redacted] To Whom it May Concern: OneGuard Home Warranties (“OneGuard”) is in receipt of your letter dated August 23, 2017, advising of the above referenced complaint The letter has been forwarded to me for review and responseI have reviewed OneGuard’s records regarding Mr [redacted] ’s downstairs air conditioning claimOn July 31, Mr [redacted] placed the service request and OneGuard dispatched [redacted] to diagnose the problem with the air conditioning systemOn August 9, 2017, the technician reported to OneGuard that the compressor failed due to wear and tearOneGuard authorized the replacement of the compressor for the downstairs air conditioning system based on the terms of the OneGuard plan and ordered the new compressor through our supplierHowever, [redacted] advised OneGuard that the wrong type of compressor had been orderedOn August 29, 2017, OneGuard reordered correct type of compressorOneGuard’s supplier records show that the equipment should be arrival for pick up by August 31, Once [redacted] is able to retrieve the compressor they will contact Mr [redacted] to schedule the installation appointment OneGuard does apologize for Mr [redacted] ’s frustration regarding the matterThank you for your consideration Sincerely, ONEGUARD HOME WARRANTIES Marcy C [redacted] Customer & Regulatory Claim Resolution Specialist

Dear Revdex.com,Thank you for the information and allowing Customer Relations the opportunity to respondPlease be assured I have been in direct communication with Mr [redacted] and also actively involved with his claimSince lodging the complaint with Revdex.com, Mr*** called to advise the washer is working and no longer displaying error codesIf 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 propertyPlease know we sincerely appreciate Mr***'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 questionsWarmest regards,Samantha M [redacted] Team Manager, Customer RelationsDirect: [redacted]

Dear Revdex.com,Thank you for the information and allowing Customer Relations the opportunity to address the homeowner's concerns and offer our personal assistancePlease be assured we have spoken directly with the homeowner and have amicably resolved his situationWe have honored his request and cancelled the warranty, backdating it to the date he originally requested to cancel, and sincerely regret the level of frustration he endured and timeframe involved on our endThe homeowner has also advised he will notify Revdex.com that he is satisfied with the outcomeThank you again for allowing the Customer Relations the opportunity to provide you with this information.Respectfully,Samantha M [redacted] Direct: ###-###-####

June 12, Revdex.com EMissouri Avenue Phoenix, AZ 85014- RE: [redacted] , OneGuard Plan No [redacted] ; Revdex.com Case No [redacted] Dear MsMarin: OneGuard Home Warranty is in receipt of your letter dated June 2, 2017, enclosing additional correspondence from Mr [redacted] My previous correspondence dated May 31, 2017, accurately and correctly stated OneGuard’s position regarding this matter OneGuard’s position does remain unchanged With respect to Mr [redacted] ’s request for records, please be advised that OneGuard will not release its confidential records without the receipt of a valid and enforceable Subpoena from the court If Mr [redacted] feels the service contractor performed negligent repairs, he may contact ValleyWide Appliance Repair directly to further dispute this matter as they should be insured for such occurrences OneGuard denies any further liability with respect to this matter Thank you for your considerationSincerely, OneGuard Home Warranty Lori N [redacted] Customer and Regulatory Claim Resolution Specialist

Dear Revdex.com, Please find the attached letter regarding CID# [redacted] for [redacted] ***Please let us know if you should have any questionsThank you again for your time and consideration Regards, Jacqueline Doran Customer Relations Specialist II ###-###-#### EXT####

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