OneGuard Home Warranties

January 3, [redacted] ***Re: OneGuard Business Response for CID [redacted] Dear Revdex.com, Thank you for the information and allowing Customer Relations the opportunity to review the homeowner's claim for the kitchen sink pullout side sprayer adapter firsthand and respondPlease be assured we have analyzed the claim in its entirety to ensure accuracyIn addition, we have had a direct follow up conversation with the homeowner in an effort to help him understand why the item was not covered by the OneGuard service agreementThe kitchen sink pullout sprayer adapter is not a covered item under the OneGuard service agreementThe adapter for the pullout sprayer is an afeature that does not affect the primary operation of the kitchen faucetIn this situation, the pullout side sprayer adapter which is separate from the faucet was brokenHowever, the faucet was properly working, and the faucet’s primary function to dispense water was not disruptedAccording to the terms and conditions of the service agreement, OneGuard does not cover repairs for any features that do not contribute to the primary function of the covered systemPlease note we have had a follow up conversation with the homeowner to explain warranty coverage and he expressed an understanding of coverage at that time.Thank you again for allowing Customer Relations the opportunity to clarify this informationWe sincerely hope it helpsPlease feel free to contact me directly with any questions Respectfully,Samantha M [redacted] Team ManagerOneGuard Customer Relations

Dear Revdex.com,Thank you for bringing this information to our attention and allowing Customer Relations the opportunity to offer our assistance to the homeownerPlease be assured that upon receiving the complaint we called the homeowner and arranged for a contractor to go to the home to assess the condensate line on Monday, July Although condensate lines are not covered under the OneGuard service agreement, we offer a one-time courtesy blow out if the line becomes cloggedIn addition, we have honored her request and waived the additional service fee she incurred for the plumbing claimCustomer Relations has also provided our contact information and will continue to follow up with the homeowner to ensure closureThank you again for the informationPlease know your questions are welcomedRespectfully,Samantha M [redacted] Team Manager OneGuard Customer Relations

To Whom It May Concern:*** *** ** ***
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***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.OneGuard apologizes for the frustration *** *** has experienced. I have reviewed OneGuard's records with regard to the air conditioning issue On May 16, 2017, service was requested for the air conditioning system and the request was dispatched to ** *** ***, L.L.Cto diagnose the issue ** *** *** reported to OneGuard that the evaporator coil needed to be replaced The company was authorized to complete the replacement and the necessary parts were ordered.On May 30, 2017, ** *** *** reported to OneGuard that the company had received an incorrect replacement coil and the necessary parts were reordered The technician was able to install the incorrect coil to provide temporary cooling for the customer while the correct coil was reordered ** *** *** reported to OneGuard that the correct evaporator coil was installed and the repair has been completed.On June 8, 2017, service was again requested for the air conditioning system and the request was dispatched to ** *** *** to further diagnose the issue ** *** *** reported to OneGuard that the technician repaired an electrical short to complete the repair. If *** *** experiences a further issue with the air conditioning system,the customer should notify OneGuard so that the matter may be further addressed.Thank you for your consideration
Sincerely,OneGuard Home Warranties

April 26, Revdex.com EMissouri Avenue Phoenix, AZ 85014- RE: Monte ***, OneGuard Plan No***; *** *** *** *** *** *** AZ DOI Case No*** Dear Sir/Madam: OneGuard Home Warranty is in receipt of your letter enclosing additional correspondence from Ms*** OneGuard Home Warranty does apologize for Mr***’ and Ms***’s frustration regarding this matter. However, my previous correspondence dated April 3, 2018, accurately and correctly stated OneGuard’s position regarding this matter. OneGuard’s position does remain unchanged. Section G-1e provides that OneGuard does not cover secondary, consequential, or incidental damages resulting from the malfunction of any covered item, including but not limited to, food spoilage, loss of income, utility bills, or additional living expenses. Therefore, OneGuard will not comply with Ms***’s compensation request. Unfortunately, there is nothing further OneGuard will do with respect to this matter and we will be closing our file Mr***’ OneGuard plan became effective on April 29, and is set to expire on April 28, 2018. Section I-provides that if the contract is cancelled after the 30th day from the effective date, the contract holder shall be entitled to a pro-rata refund of the paid plan fee for the unexpired term less any unpaid services fees and a $administrative fee. Based on the terms of the plan, it does not appear that a refund would be due. If it is Mr***’ intent to cancel the plan, he may contact OneGuard directly at 1-888-896-for any further assistance with respect to this matter Thank you for your considerationSincerely, OneGuard Home Warranty Lori N*** Customer and Regulatory Claim Resolution Specialist

Dear Revdex.com,Thank you for allowing OneGuard Home Warranties the opportunity to explain why the homeowner’s claim for the salt water pool equipment is not covered under the OneGuard service agreement due to the breakdown being the result of non-wear-and-tear conditionsA
careful analysis has been conducted and this letter will explain why the claim is not being covered by OneGuard Home Warranties.The Customer Relations team reviews the nature and cause of the issue the homeowner is experiencing, and will do everything possible to assist with a positive outcomePlease 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.Please allow us to address the homeowner’s concerns regarding the salt call replacement from May of The homeowner contacted OneGuard to report the salt cell cracked and was leakingA contractor was dispatched to the property to assess the unit and confirmed the failure was from wear-and-tearOneGuard approved the claim to replace the salt cellAfter completion of the repair the homeowner contacted OneGuard to discuss the workmanship of the contractor regarding the wire reaching from the control panel to the salt cellOneGuard spoke directly with the service technician who performed the replacement to discuss the claimHe advised that the repair was proper and the only way to install the equipmentHe explained the salt water control board is located on the wall directly across from the salt cell and pool equipmentThe board needs to be connected to a power source, and the wires that supply power to the cell are suspended between the unitsThe homeowner was informed that repairs were proper and met code requirements.In July of 2014, the homeowner contacted OneGuard to report that the salt cell cracked and was leaking againThe contractor confirmed the failure was from wear-and-tear and OneGuard covered to replace the unitThe homeowner has not contacted OneGuard to discuss any concerns regarding the install.Here is a review of the specific events in relation to the claim and what led to our ultimate decisionPlease note, all information provided has been obtained through system notes and recorded phone calls.On April 26, 2015, the homeowner placed a call into OneGuard’s Customer Care division to request service for the salt water pool equipment for a failure that she noticed todayThe homeowner reported that the chlorinator box for the salt cell was displaying a red indicator light that read “no flow”She also confirmed that she uses a weekly pool service and chemical levels are correctA work order was generated and forwarded to the service contractor on the customer’s behalf.On April 28, 2015, the service technician contacted the OneGuard Authorization team to provide the following diagnostic information: the flow sensor cord for the salt cell appeared to have been cut from the phone jack connection and needed to be replacedThe broken cord was improperly attached to an electrical grounding connectionPlease note, the grounding connection protects the equipment from electrical or power surges, and provides no electricity to the systemThe cord appeared to be ripped from the phone jack and sustained irreparable damageHe believed the wire was tripped on or physically removed, causing the damageWithout the flow sensor, the control board cannot communicate with the salt cell to generate chlorine when water flows through the pipes, and the system will become chemically inactiveThe damage to the cord was not from wear-and-tearTherefore, the technician provided a Cash on Delivery (COD) cost of $to perform the repair which would be the responsibility of the homeownerIn addition to his findings, he provided a picture of the connections to support his diagnosis, which we have included for your records. The OneGuard Authorization team took all information into consideration: the professional diagnosis from the service technician and picture showing the current condition of the flow sensor cord, which was damaged and no longer attached to the phone jackThe team determined the breakdown was not from wear-and-tear, and the claim would not be covered by OneGuard. On April 30, 2015, a representative from OneGuard’s Authorization team spoke with the homeowner directly to explain why the claim was not covered under the service agreementThe flow sensor cord was damaged and no longer connected to the phone jack, then re-attached improperly to the electrical groundThe homeowner was under the impression the cord was improperly installed by the OneGuard contractor who replaced the salt cell in July of 2014, and requested the claim be reviewedThe representative informed the homeowner that she would research the situation further and follow up with her.The OneGuard representative placed a follow up call to the service contractor regarding the installation of the wiringShe spoke with the technician that performed the diagnosisHe confirmed that the salt cell would not function with a broken flow sensor cord attached to the electrical groundHe explained the electrical ground is not a power source and does not deliver any electricity to the systemThe cord was physically removed, damaging the connection, then placed on the electrical ground inside the systemTo verify, OneGuard sought the opinion of another pool contractor to obtain a second visual diagnosisThe second opinion contractor also confirmed the findings, advising the system would not have functioned with a damaged flow sensor cord.On April 30, 2015, the OneGuard Authorization team called the homeowner to confirm the denial of the claimShe explained that the cord to the flow sensor was damaged, not from wear-and-tear, and was not the result of an improper installation by the OneGuard contractor in July of 2014.On April 30, 2015, the OneGuard Authorization representative received a voicemail from the homeowner requesting to proceed with the uncovered repairs through the contractorShe also advised that she wanted the flow sensor cord to be installed underground to avoid tripping on itThe representative relayed the request to the contractor to follow up with the homeownerPlease note, the homeowner has not requested any additional assistance from OneGuard regarding the claim prior to receiving her complaint from Revdex.com. Please find the excerpt taken from the homeowner’s service agreement to further explain our position:AWARRANTY COVERAGE (page 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:bBecome inoperative from wear and tear after the effective date of this warranty contract;GOPTIONAL ITEMS (page of 6)SALT WATER POOL/SPA (SET OF EQUIPMENT)NOT COVERED: Any item not listed above such as but not limited to fill lines and fill valves, grids, diatomaceous earth, sand, cartridge elements, fountains and other water features, computerized control boards and related equipment, booster pumps and water feature pumps (unless the Additional Pool Pump option is selected), problems caused by lack of maintenance or abwear-and-tear, liners, structural defects, lights, solar equipment, tile or plaster, inaccessible components, and buiand in-pool cleaning equipment such as but not limited to salt system chlorinators (unless additional option is selected and paid), ionizers, pool sweeps, jets, pheads, actuator valves (turbo valves), skimmers, heat pumps, and above ground pools and spas.HLIMITATIONS OF LIABILITYGeneral ExclusionsThis contract does not cover:dBreakdowns that are caused by any condition that is not considered to be wear-and-tear such as but not limited to:(1)Misuse or abuse;(3)Improper previous repairs or modificationsPlease note, on May 19, 2015, upon receiving the homeowner’s complaint, a supervisor from OneGuard’s Customer Relations team placed a follow up call to the contractor to ensure accuracy of informationThe service technician confirmed that the installation of the wires spanning from the control board to the salt cell is not considered improper, and given the existing layout of the pool equipment, this installation was not uncommonThe contractor advised he would have installed the flow sensor in the same mannerHowever, the homeowner specifically requested to have the new flow sensor cord ran underground inside conduit, rather than between the equipmentShe paid an additional $to have the technician perform the extra serviceHe also confirmed that the only improper installation he observed was the damaged flow sensor cord that was re-attached to the electrical ground, and is not the result of an improper installation of the salt cell systemThe claim was denied due to the damage to the flow sensor cord sustained from being physically removed and is the result of non-wear-and-tear.We sincerely apologize for any dissatisfaction the homeowner had during her interaction with the contractorOneGuard’s number one priority is to provide a level of service that exceeds our customers’ expectations, and we regret that did not happen with the COD repairsPlease be assured that OneGuard takes this information very seriously and has relayed her specific concerns to our management team for internal review and direct follow up with the service contractor. In closing, OneGuard Home Warranties has denied the claim for the homeowner’s salt water pool equipment due to the damage to the flow sensor cord from non-wear-and-tear, and the cost to fix the unit is the responsibility of the homeownerOneGuard respectfully requests for Revdex.com to close this complaint ‘Administratively.’ Thank you for allowing OneGuard the opportunity to provide you with this informationWe sincerely hope it helps

Dear Revdex.com, Thank you for bringing this information to our attention and allowing Customer Relations the opportunity to provide our personal assistance in the matterPlease be assured our number one priority is to provide a level of service that exceeds our valued
homeowners expectations and we sincerely regret the level of frustration the homeowner has endured with our coverage. OneGuard does not cover induction cooktopsThe information is not currently included in the contract languageHowever, the service contract specifically notes, "coverage includes only the items stated as covered and excludes all others"This applies to induction cooktopsPlease know we truly value the homeowner's business and Customer Relations has spoken directly with him in an effort to amicably resolve the situation. We are arranging to have the unit assessed and the breakdown repaired under the OneGuard service agreementIn addition, we are in the process of updating the contract language to include that induction ovens are not covered, which should be in effect before the first of the year.The homeowner has expressed that he is happy with our arrangement and will update Revdex.com to reflect that we have positively addressed his concernsThank you again for the information and please feel free to contact me directly with questions.Respectfully,Samantha M***Team Manager, OneGuard Customer RelationsDirect: ***

Thank you for allowing OneGuard Home Warranties the opportunity to
address this complaint and clarify important details Please know
we have reviewed the entire timeline with respect to the homeowner’s claim,
including detailed notes and digitally recorded
phone calls
On March 1, 2013, the homeowner had a pre-season tuperformed
on the heating system The technician added pounds of Freon at that
time, and reported the unit was in good working condition
On January 21, 2014, the homeowner initiated a claim for service
for the heating system that was blowing cold air On January 22, 2014,
the service contractor was dispatched to the home to assess the unit
While the technician was on site, the homeowner called OneGuard and said
the technician told him a leak was present but he could not complete the
repairs The technician also called OneGuard while on site to advise he
replaced the outdoor condenser fan motor to complete the repair and added pound
of Freon He advised that the homeowner was asking him to perform a leak
search on the unit The technician explained he could not see a leak, and
he did not tell the homeowner there was a leak, and that the outdoor ambient
temperature was too cold to obtain a fully accurate reading for the Freon
OneGuard placed a follow up call to the homeowner to advise that the
current condition of the unit does not warrant a leak search There were
no visible signs of leaking, and no excessive loss of Freon The homeowner
said there is a history of adding Freon to the unit Therefore, we
reviewed all the air conditioning claims under the homeowner’s policy
The last time Freon was added was in March Prior to that,
there is no record of adding Freon, and the homeowner has been a OneGuard
customer for nearly years OneGuard explained to the homeowner that if
he would like to have a leak search performed at this time, it would be at his
expense The homeowner advised he would be contacting the *** ***
***
(***) because Freon is escaping into the atmosphere Please note,
both the licensed HVAC contractor and OneGuard Home Warranties abides by
federally mandated regulations with respect to Freon
In closing, OneGuard Home Warranties has acted in good faith and
within the parameters of the service agreement We have repaired the
mechanical failure the homeowner was experiencing, and do not find it necessary
to perform a leak search at this time This information is based on the
professional diagnosis of our licensed HVAC contractor
We hope this information helps and request for RevDex.com to close this complaint ‘Administratively Judged Resolved’ Thank
you for your time and consideration
Sincerely,
Customer Relations Team
OneGuard Home Warranties
www.oneguardhw.com

I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

January 4, 2016*** *** * *** ***Phoenix, AZ 85032Re: OneGuard Home Warranties Business Response for Complaint ID#:***Dear Revdex.com,Thank you for the information and allowing Customer Relations the opportunity to respond and clarify important information
Please be assured OneGuard has always acted in good faith in our efforts to serve the homeowner and within the parameters of the warranty agreementThe claim for the heating system is not covered by OneGuard due to the pre- existing condition of the system that is missing vital componentsOneGuard Authorizations specialists have spoken directly with the homeowner in an effort to help him understand how coverage works and why the claim was not coveredIn addition, Customer Relations has provided a formal written timeline to the homeowner per his request.Customer Relations reviews the nature and cause of the issue the homeowner is experiencing, and will do everything possible to assistPlease 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 the specific timeline of events with respect to the heating system claim and what led to our decision:On November 28, 2016, Mr*** called OneGuard Customer Care to request service for the heating system, advising the heat was not working at allThe unit would turn on, however, no air was coming out of the ventsThe specialist asked if this was the first time the heating system was turned on and Mr*** confirmed it wasA work order was created on his behalf and forwarded to Collins Commercial Services.On December 1, 2016, the service technician from Collins Commercial Services provided OneGuard Authorizations with the following diagnosis: The property has one unitIt is a package unit with a heat pump, located on the roofThere are multiple issues with the unitThe reversing valve wires that are required to energize the system and should be located inside the electrical cabinet, are completely offThe defrost timing control is missing altogether, not allowing for the unit to go into defrost modeIn addition, the equalizer refrigeration lines for the defrost control and the defrost relay, have been cut and are capped offThe refrigerant lines are not going to the defrost controlTherefore, the unit willnot defrostAnother relay wire was also cut and the unit has been wired for only cooling the home or cooling mode, not to heat the homeOnly a contactor and relay are present tocontrol the blower motor and coolingThe system’s wiring is incorrect and it is likely that a major mechanical short or electrical short is presentThe heater cannot operate with missing componentsThere is also the presence of aluminum tape on the top, side and elbow of the unitIn his opinion, the unit has not worked in the last yearThe technician provided pictures to Authorizations to demonstrate his findings (attached).At this point, an Authorizations specialist contacted Mr*** to discuss the status of the claimMr*** confirmed the service technician reviewed the diagnosis with him directlyThe specialist advised the home warranty covers for breakdowns that occur while the home warranty is in effect, and the heater did not work upon the effective date of the service agreement, which Mr*** acknowledgedMr*** stated the system was inspected and should be covered, and sent his home inspection report to Authorizations for review and follow up.The home inspection report reveals the system responded to a request for cooling and heating, and notes the differential temperature reading for the air conditioning was acceptableHowever, a differential temperature reading for the heating portion of the system was not documentedThe inspector further performed a visual inspection of the equipment, noting he is not a specialist in the trade, and makes the recommendation of having a qualified HVAC technician service the system during the inspection period due to the scope of the inspectionThe inspection report also specifically notes the heating and air conditioning system are evaluated in accordance with the standards of practice, and they do not dismantle and inspect concealed portions of the unit.Authorizations analyzed all information and determined the claim would not be covered by OneGuard due to the heating system missing vital components that would not allow it to work, and the unit not being in good working condition at the start of the home warrantyOneGuard covers breakdowns that result from wear-and-tear conditions, and mechanical breakdowns that result from missing components are not covered under the OneGuard service agreementMissing components do not result from operation and the unit will not work in heating mode without the required componentsAdditionally, the unit is only set to cool the home, not heatWith respect to the home inspection report provided by the homeowner, the heating system was not tested at the time of the inspectionOnly a visual inspection was performedAdditionally, temperature differentials play a significant role in determining if a unit is cooling or heating properlyIf the heating system was tested at the time of the inspection, the information would have been documented, similar to the information provided for the air conditioning, and the differential would have likely not fallen within ranges.When we compare the picture of the unit shown in the home inspection report to the picture provided to OneGuard by the service contractor, its appearance is different (attached)The inspection report shows a unit that is light brownThe picture provided to OneGuard shows a unit fully covered in silver duct tapeThe home inspector recommended having the HVACsystem evaluatedBased on the pictures, we question if the homeowner had the system assessed by an outside party, and what work was performed on the system. On December 2, 2016, the Authorizations specialist contacted Mr*** and explained the diagnosis and determination of non-coverage based on the service technician’s diagnosis and information obtained in the home inspection reportThe technician advised the heating system was inoperableThe unit was missing vital components and only set in coolingmodeThe home inspection report stated the heat pump responded to a request for cooling and heating which indicates the unit was turned onThe temperature differential reading forthe air conditioning was tested to determine proper working order of the cooling capabilities, the results were recorded on the home inspection report to confirm testingThe resultsspecific to the air conditioning read: The air conditioning responded and achieved an acceptable differential temperature split between the air entering the system and that coming out, of degrees or moreHowever, the temperature differential reading for the heating system was not recorded, indicating the heating system was not tested during the inspectionPlease note the outdoor temperature on the date of inspection was recorded as degrees and considered favorable to test both heating and cooling functions of the unitThe unit was only tested in cooling modeIf the unit had been inspected, it would not have operated properly due to the missing components inside that are required for the unit to work, and not being set to work in heating modeOneGuard covers for breakdowns that result from wear-and-tear, and does not cover for missing parts or for breakdowns that were in existence prior to the effective date of the service contractMr*** was not in agreement with the outcome of the claim and requested documentation in writingThe information was relayed to Customer Relations for analysis and written follow up which we have provided.Please see the excerpts below taken from the service agreement to help explain our position(attached):ACOVERAGE OVERVIEW (page of 6)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 asthey:aAre in good, safe working order and correctly installed at the premises on the effective date of this warranty contract;bBecome inoperative from wear and tear after the effective date of this warrantycontractFCENTURION COVERAGE (page of 6)NO FAULT COVERAGECOVERED: This contract covers breakdowns caused by 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 a visual Inspection and simple mechanical testA visual inspection is an observation of the covered item to verify that it is structurally intact, without missing parts, and without damage or conditions that could cause imminent failure (i.ecorrosion, sediment build-up, mechanical damage, etc.)A simple mechanical test consists of operating the covered item and performing simple diagnostic tests to ensure that it operates properly and without irregular sounds, smoke, or other aboutcomesA home inspection qualifies as a visual inspection and simple mechanical test.GLIMITATIONS OF LIABILITY (page of 6)This residential service contract is intended to cover the costs to repair or replace your covered home systems and appliances when they fail due to wear-and-tear;however, coverage is not all inclusiveThere may be situations in which you will be responsible to pay additional costs for parts or services not covered by this residential service contractIn those cases, we will work with you to determine the best course of action to reasonably minimize your out-of-pocket-costsGeneral ExclusionsThis contract does not cover:eBreakdowns that are caused by any condition that is not considered to be wear- and-tear such as but not limited to:(4) Missing parts, components, or equipmentIn closing, we sincerely regret that OneGuard will not be making repairs to the heating system due to missing components that directly lead to the breakdown he is currently experiencing that are not considered wear-and-tear, and was in effect prior to the start date of the home warrantyThe homeowner advised OneGuard that the first time he ever used the system it did not work, and that it did not work upon the warranty effective datePlease be assured OneGuard covers items that are in good working condition and properly installed on premise prior to the warranty start dateIn addition, the homeowner does not have documentation to show the unit was working at the onset of the agreementLastly, due to the outcome of the claim, Mr*** has resorted to harassing OneGuard via social media and has posted numerous reviews under his name, his wife’s name, and anonymouslyHe has also contacted the Attorney General’s Office and an attorneyWe assure you that OneGuard Home Warranties has made every reasonable effort to provide Mr*** with service and have always acted with good faith and within the parameters of the service agreementWe have reviewed the claim in its entirety to ensure accuracy and have taken only appropriate, legal, lawful, and prudent actionThank you again for allowing Customer Relations the opportunity to provide you with this informationWe truly hope it helps.Sincerely, Samantha M***Team ManagerOneGuard Customer RelationsDirect: ###-###-####

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

[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 ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Dear Revdex.com,Thank you for the information and allowing OneGuard Home Warranties the opportunity to look into thisPlease know we have spoken directly with the homeowner and believe we have amicably achieved a positive outcomeWe have reimbursed the homeowner in the amount of
$and she has accepted, and she should receive the check within the next ten daysOneGuard respectfully requests for Revdex.com to close this complaint 'Resolved." Thank you again for your time and consideration and please let me know if you need additional informationWarmest regards,*** ***OneGuard Home WarrantiesCustomer Relations ManagerDirect: ###-###-####

July 31, Revdex.com of Central, Northern & Western Arizona E Missouri Avenue Phoenix, AZ 85014 RE: *** ***; Revdex.com Complaint ID No***; OneGuard Plan No*** To Whom it May Concern: OneGuard Home Warranties (“OneGuard”) is in receipt of your letter dated July 24, 2017, regarding the above referenced complaint. OneGuard does apologize for Ms***’s frustration regarding the heat pump claim; however, OneGuard’s letter dated July 3, 2017, accurately and correctly states OneGuard’s position regarding the matter. The technician with *** *** *** *** *** reported to OneGuard that the heat pump compressor and reversing valve had failed due to wear and tear and OneGuard approved the replacement of the compressor based on the terms of the OneGuard plan Section A-of Ms***’s OneGuard plan provides that determination of whether to repair or replace will be at the sole discretion of OneGuard. Ms*** chose to replace the heat pump system and OneGuard has rightfully provided a check for OneGuard’s cost for the approved service in the amount of $1,001.49. Therefore, no further reimbursement will be provided by OneGuardThank you for your considerationSincerely, ONEGUARD HOME WARRANTIES Marcy C*** Customer & Regulatory Claim Resolution Specialist

Dear Revdex.com,Thank you for the information and allowing Customer Relations the opportunity to respondPlease be assured we have attempted to call the homeowner upon receiving his complaint and have left a voice message in an effort to offer our personal assistanceWe would like to
help achieve a positive outcome on his behalf and will continue to follow up.In the meantime, may we request for you to transfer this complaint to our file at the Dallas, TX Revdex.com? Thank you for your time and consideration and please know your questions are welcomed.Respectfully,Samantha M***Direct: ###-###-####

April 19, Revdex.com of Central, Northern & Western Arizona E Missouri Avenue Phoenix, AZ
RE: Lita ***; Revdex.com Complaint ID No***; OneGuard Plan No*** To Whom it May Concern: OneGuard Home Warranties (“OneGuard”) is in receipt of your letter dated April 8, 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 the garage door opener claim. On March 14, 2017, the service request was placed for the garage door not opening/closing and OneGuard dispatched Smokey’s Garage Door to diagnose the problem with the garage door opener. On March 15, 2017, the technician reported to OneGuard that the door springs had no tension and were found unwound. The technician advised that the failure occurred due to insulation material being sprayed over the springs and advised that this failure was not due to wear and tear. Section A-1b of Ms***’s OneGuard plan states that in accordance with the terms and conditions of this residential service contract OneGuard Home Warranties will repair or replace the contract holder’s selected covered items so long as they become inoperative from wear and tear after the effective date of this contract. Additionally, Section H-1d(1) of Ms***’s OneGuard plan states the contract does not cover breakdowns that are caused by any condition that is not considered to be wear and tear, such as but not limited to, misuse, abuse, or improper usage. Therefore, OneGuard rightfully denied the repair of the springs and no reimbursement will be provided by OneGuard Thank you for your consideration Sincerely, ONEGUARD HOME WARRANTIES Marcy C*** Customer & Regulatory Claim Resolution Specialist

That is simply not the case and what is more frustrating is your inability to listen. Please send the entire work order to my email, this is now the 3rd request. I am attaching pictures of the inside of the fridge, there is no damage from the iceYour contractor is wrong and your advice that the entire fridge/freezer would need to be replaced is also wrong

Dear Revdex.com, Thank you for the additional information and allowing Customer Relations the opportunity to respondPlease note the homeowner states she provided a letter from the home inspectorHowever, no letter is attachedAdditionally, there is no rebuttal detail included from the homeowner to explain why she believes the claim should be covered, only that she disagrees with our business response. Please be assured we have reviewed the claim again in its entirety, and have determined the breakdown of the salt cell was pre-existingAccording to the service agreement, OneGuard requires that covered items are in good working condition at the start of the home warrantyThe homeowner added coverage and created a work order the same dayShe entered into the OneGuard service agreement knowing the salt cell was not working, with the expectation that OneGuard would cover it. The homeowner cannot substantiate the salt cell was working upon the effective date of the service agreementIn fact, in recorded phone conversations with OneGuard representatives and Customer Relations she specifically stated the salt cell was not working when she moved into the homeThey added bags of salt to the pool and then received a high temperature readingShe also stated they did not want to work on the equipment, and decided to add coverage for the salt cellIn addition, the service contractor that diagnosed the equipment advised OneGuard that the homeowner said the salt cell never worked. Please review our first business response which provides a thorough timeline and written summary of recorded phone calls, and also contract excerpts that help further explain our positionWe have also attempted to explain this information directly in an effort to help her understand how the coverage works. In closing, the claim is not covered under the OneGuard service agreement due to the breakdown of the salt cell that was in effect prior to the start of the warranty, and it is the homeowner’s responsibility to complete repairsPlease know as a token of goodwill, the OneGuard Account Executive that has a working relationship with the homeowner’s real estate agent, has offered to send the homeowner a check in the amount of $to help offset the expense of a new salt cellThank you again for allowing Customer Relations the opportunity to provide you with this informationPlease feel free to contact me directly with any questions. Respectfully,Samantha M***Team Manager, OneGuard Customer RelationsP: ###-###-####

Please be assured we have credited the $service fee back to the credit card on file, and the homeowner should receive the refund within three business daysThank youSamantha M***

July 13, Revdex.com EMissouri Avenue Phoenix, AZ 85014- RE: *** ** ***, OneGuard Plan No***; Revdex.com Complaint ID No*** Dear Sir/Madam: OneGuard Home Warranty is in receipt of your letter advising
of the above referenced complaint. Your letter has been forwarded to me for review and responseOneGuard does apologize for Mr***’ frustration regarding this matter. The records indicate that the air conditioning repairs have been completed as of July 6, 2017. In an attempt to amicably resolve this matter, OneGuard has waived a trade service call fee that was not paid, and also agreed to reimburse two (2) previous trade service call fees paid by Mr***. Therefore, it appears that this matter has been resolved. Mr*** may contact OneGuard’s Service Department directly should he require any further assistance regarding this matterThank you for your considerationSincerely, OneGuard Home Warranty Lori N*** Customer and Regulatory Claim Resolution Specialist

Re: OneGuard Home Warranties Business Response for CID ***Dear Revdex.com,Thank you for allowing OneGuard Home Warranties the opportunity to explain why the homeowner’s claim for the air conditioning system is not covered under the OneGuard service agreement due to the breakdown
being the result of non-wear-and-tear conditionsA careful analysis has been conducted and this letter will explain why the claim is not being covered by OneGuard Home Warranties.The Customer Relations team reviews the nature and cause of the issue the homeowner is experiencing, and will do everything possible to assist with a positive outcomePlease know we are required to follow the parameters set forth in the service agreement, and favor on the side of our customers when the situation is unclear.Here is a review of the specific events in relation to the claim and what led to our ultimate decisionPlease note, the warranty went into effect on May 19, 2015. On June 15, 2015, the homeowner contacted OneGuard Customer Care to report her air conditioning system that services the basement was blowing hot air, and advised there were two additional units for the home which were functioningThe representative established a work order on her behalf On June 17, 2015, the service technician called OneGuard’s Authorization team to provide the following diagnosis: The air conditioning unit that services the basement was disconnected at both the outdoor condenser unit and the air handler located inside the homeThe technician suspected that someone may have looked at the unit prior to his arrival based on its conditionAdditionally, the system was be completely depleted of Freon, and he was unable to locate a leak with the unit was in this stateHe also discovered a missing cap for the service valveThere were no signs of dried oil or refrigerant residue to indicate Freon was leaking from the valveIn order to further diagnose the system, the technician added R-nitrogen to test the pressures, and confirmed the unit was holding the pressure but noted there may be a small leak within the systemBecause the unit was completely empty of Freon, the technician determined the leak was going on longer than the warranty was in effective, and the leak was pre-existing All of the information was taken into consideration by OneGuard’s Authorization team: The professional diagnosis by the service contractor, the current condition of the air conditioner unit, as well as the effective date of the service agreementThe Authorization team determined the issue did not occur within the active period of the policyThe unit was not in good working condition prior to the setup of the warranty and the breakdown was not coveredAccording to the terms of the service agreement, OneGuard requires that covered items are in good working condition at the start of the home warranty, and repairing the leak would be the responsibility of the homeowner. On June 17, 2015, a representative from OneGuard’s Authorization team spoke with the homeowner to discuss the claimThe representative explained the leak in the refrigeration lines existed prior to the effective date of the home warranty, and the claim would not be coveredShe also explained that the policy was less than days old, and the pinhole sized leak in the system would have been detected during an inspection using a thermal deviceAdditionally, it would have taken longer than days for the system to lose all its refrigerantThe homeowner expressed her dissatisfaction with the outcome and her interaction with the contractor, requesting to speak with a supervisorThe representative forwarded the request to her supervisor to review the claim and follow up.On June 17, 2015, the Authorization supervisor contacted the homeowner to discuss the claimThe homeowner requested to have the contractor return to try and locate the leak since he did not do so on his initial service callThe supervisor advised she would contact the contractor and follow up with her the following day On June 18, 2015, the Authorization supervisor spoke with the service contractor and asked for the technician to return to the property to reassess the system for leaksUpon his second visit, the technician determined the unit had lost about pounds per square inch (PSI) of pressure from the previous day, which confirmed the unit was leakingHe did not detect leaks in the condenser or evaporator, and concluded the leak was in the line within the wallPlease note, OneGuard does not cover repairs for leaks located in lines that are inaccessibleHe reiterated that the system had no pressure and was depleted of Freon since his initial service callIn his opinion, the leak was in effect longer than days and if a mechanical inspection were performed, the issue would have presented itselfTo verify, OneGuard sought the opinion of another HVAC contractor to obtain a second opinion diagnosisThe second opinion contractor also confirmed the findings, advising the system would not have functioned properly during an inspection.On June 22, 2015, the Authorization supervisor contacted the homeowner to confirm the informationShe explained the breakdown was determined to be pre-existing and not covered by OneGuardThe homeowner did not believe the breakdown was pre-existing and asked to speak with someone elseThe supervisor sent her request to the Customer Relations team to perform a detailed review of all of the information and follow up with the homeowner. On June 22, 2015, the Customer Relations supervisor contacted the homeowner to confirm the claim was denied due to the pre-existing breakdownThe homeowner understood the informationHowever, she was concerned that the contractor did not isolate each component of the system to search for the leakPlease note, the contractor confirmed he did isolate both the condenser and the evaporator, and was did not detect a leak on either unitHis equipment did not detect a refrigerant leak because the system was empty for a coveredAccording to the terms of the service agreement, OneGuard requires that covered items are in good working condition at the start of the home warranty, and repairing the leak would be the responsibility of the homeowner. On June 17, 2015, a representative from OneGuard’s Authorization team spoke with the homeowner to discuss the claimThe representative explained the leak in the refrigeration lines existed prior to the effective date of the home warranty, and the claim would not be coveredShe also explained that the policy was less than days old, and the pinhole sized leak in the system would have been detected during an inspection using a thermal deviceAdditionally, it would have taken longer than days for the system to lose all its refrigerantThe homeowner expressed her dissatisfaction with the outcome and her interaction with the contractor, requesting to speak with a supervisorThe representative forwarded the request to her supervisor to review the claim and follow up.On June 17, 2015, the Authorization supervisor contacted the homeowner to discuss the claimThe homeowner requested to have the contractor return to try and locate the leak since he did not do so on his initial service callThe supervisor advised she would contact the contractor and follow up with her the following day On June 18, 2015, the Authorization supervisor spoke with the service contractor and asked for the technician to return to the property to reassess the system for leaksUpon his second visit, the technician determined the unit had lost about pounds per square inch (PSI) of pressure from the previous day, which confirmed the unit was leakingHe did not detect leaks in the condenser or evaporator, and concluded the leak was in the line within the wallPlease note, OneGuard does not cover repairs for leaks located in lines that are inaccessibleHe reiterated that the system had no pressure and was depleted of Freon since his initial service callIn his opinion, the leak was in effect longer than days and if a mechanical inspection were performed, the issue would have presented itselfTo verify, OneGuard sought the opinion of another HVAC contractor to obtain a second opinion diagnosisThe second opinion contractor also confirmed the findings, advising the system would not have functioned properly during an inspection.On June 22, 2015, the Authorization supervisor contacted the homeowner to confirm the informationShe explained the breakdown was determined to be pre-existing and not covered by OneGuardThe homeowner did not believe the breakdown was pre-existing and asked to speak with someone elseThe supervisor sent her request to the Customer Relations team to perform a detailed review of all of the information and follow up with the homeowner. On June 22, 2015, the Customer Relations supervisor contacted the homeowner to confirm the claim was denied due to the pre-existing breakdownThe homeowner understood the informationHowever, she was concerned that the contractor did not isolate each component of the system to search for the leakPlease note, the contractor confirmed he did isolate both the condenser and the evaporator, and was did not detect a leak on either unitHis equipment did not detect a refrigerant leak because the system was empty for a ACOVERAGE OVERVIEW (page 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:aAre in good, safe working order and correctly installed at the premises on the effective date of this warranty contractCoverage includes only the items stated as covered and excludes all othersCoverage is subject to limitations, exclusions, and provisions specified in this contract.FHOMEGUARD COVERAGE (page of 6)AIR CONDITIONING & HEATING SYSTEMCOVERED: Electric central air conditioning systems, gas or electric central heating systems, heat pumps, and all mechanical parts thereof including: condenser*, evaporative coil, air handler and detached drain lines, ducted electric wall air conditioners, metering device (evaporative coil piston and thermal expansion valve), leaks in accessible refrigerant lines, evaporative coolers, baseboard heaters and radiators. GOPTIONAL ITEMS (page of 6)UNDETECTABLE PRE-EXISTING CONDITIONS COVERAGE COVERED: When this option is selected and premium is paid, failures of covered items caused by unknown pre-existing conditions are covered so long as the mechanical failure was a result of wear-and-tear and would not have been detectable by a simple visual inspection and/or by operating the system or appliance.Note: Known problems or defects that existed on the effective date of this service contract are not covered by this optionThe contract holder must have known pre-existing defects correctly repaired by a service contractor and provide OneGuard any paid invoices evidencing the repairs before the defective item can be covered by this residential service contract.HLIMITATIONS OF LIABILITY (page of 6)This residential service contract is intended to cover the costs to repair or replace your covered home systems and appliances when they fail due to wear-and-tear; however, coverage is not all inclusiveThere may be situations in which you will be responsible to pay additional costs for parts or services not covered by this residential service contractIn those cases, we will work with you to determine the best course of action to reasonably minimize your out-of-pocket-costs. General ExclusionsThis contract does not cover: aKnown defects that existed on or before the effective dateUnknown pre-existing conditions are not covered by this residential service contract unless (2) The pre-existing defect or malfunction would not have been detectable by visual inspection and a simple mechanical test. (3) The defect or malfunction occurred as a result of wear-and-tearThe residential service contract holder must have all known pre-existing breakdowns and defects correctly repaired by a service professional and deliver to OneGuard any paid invoices evidencing the repairs before the defective item can be covered by this residential service contract.dBreakdowns that are caused by any condition that is not considered to be wear-and-tear such as but not limited to:(6) Manufacturer or builder defectsAccess Limitations: aExcept as noted under "Limits", OneGuard is not responsible for providing access or closing access to covered items. bOneGuard is not responsible for costs of restoration of any wall or floor covering, cabinets, countertops, tile, stone, brick, paint, or the like.In closing, OneGuard Home Warranties has denied the claim for the homeowner’s air conditioning system due to the damage to refrigerant line from non-wear-and-tear, and the cost to fix the leak was the responsibility of the homeownerOneGuard respectfully requests for Revdex.com to close this complaintThank you for allowing OneGuard the opportunity to provide you with this informationWe sincerely hope it helps.Regards,*** ***Customer Relations Specialist IOneGuard Home WarrantiesP: ###-###-####