OneGuard Home Warranties

Please find the attached letter which explains the OneGuard Home Warranties coverage. Thank you,Lisa K***OneGuard Customer Relations

Again, this isn't a good way to run a businessIf landlord/tenant law allows for emergencies in Arizona such as no water, no heating or cooling, etc...it stands to reason that so should home warranty companiesEspecially for a home warranty company started in ArizonaA refund for all premiums and
service fees is the only solution that will allow me to accept a business response and has it has not been offeredThis response is rejected

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

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

Thank you for the information and allowing OneGuard Home Warranties the opportunity to respond and address the homeowner’s concernsPlease know our number one priority is to provide a level of service that exceeds our homeowners’ expectations and we sincerely regret any frustration she endured with
her claimPlease note, the home warranty covers for mechanical breakdowns, and in this situation no mechanical breakdown was detected with the air conditioning systemWe believe we have reached an understanding with the homeowner regarding her existing warranty coverage and the problem she was experiencing with the air conditioning unit, and in a follow up conversation she advised OneGuard she is replacing the system at her own expense The homeowner called OneGuard due to the unit not coolingWhen the service contractor assessed the system, he determined the indoor evaporative coil was impacted with debris, which constricted air flow through the systemThe evaporative coil appeared to be intact with no visible breakdowns or Freon leaks, and in order to perform a proper diagnosis and full evaluation of the system, the technician advised the coil would require cleaning, and believed that a professional cleaning would allow air to flow through the system as it shouldPlease note, cleaning of the coils and maintenance are not covered under the OneGuard service agreement and would be the responsibility of the homeownerThe OneGuard Account Executive that services the homeowner’s realtor offered to pay $towards the coil cleaning to help offset the expense, and her realtor offered to pay the other half, which the homeowner accepted. The service technician returned to the property and successfully cleaned approximately 25% of the coil, and cooling was restored to the home, which was a good indication that a full cleaning was what was needed to allow the cool air to flow freely through the systemIf the coil were to fail during the cleaning, OneGuard would have covered the cost to repair under the service agreementThe homeowner asked the technician if she could apply the funds that were offered to her by our Account Executive and her realtor, towards a new system, rather than complete the full cleaning, and the technician told her that would be acceptableAt that point, the homeowner made arrangements with the service contractor to move forward with replacing the system, and would take place on Tuesday, July A supervisor from OneGuard’s Customer Relations placed a follow up call to the homeowner to obtain a status of the cleaning after the technician left the propertyDuring the conversation, the homeowner advised that she planned on living in the home for several years and made the decision to replace the unit with the understanding that OneGuard would not be covering the expense In closing, the air conditioning system was not experiencing a mechanical breakdown and required cleaning to clear the coils from debris and allow for air to flow through the systemWe have followed up with the homeowner directly, and she has decided to apply the funds from OneGuard and her realtor towards a new unit and understand OneGuard would not be covering the expense. Thank you for again for allowing OneGuard Home OneGuard Home Warranties the opportunity to respond to this complaintWe sincerely hope this information help and respectfully request for Revdex.com to close this complaint as ‘Answered.’Sincerely,*** ***Customer Relations ManagerOneGuard Home Warranties

I did have (2) complaints Basically my 1st complaint was that it took OneGuard weeks to get me AC going. That is now resolved.Turns out it was a faulty installation by one of their technicians (Energy Air) that came out back on February 9, to replace a part....he wired it incorrectly as it turned out. The system never worked right from that point forward and I had OneGuard out several times to try and remedy the issue without success. After (5) contractors over months, a new tech finally found the issue on July 6, 2017. He showed me where the previous tech had wired it incorrectly. I have not had any issues since that point.My 2nd Compliant was for the fees they charged me. I did email my OneGuard sales rep, Camille J***, who said she would reimburse me for any $trip charge after 2/9/as all subsequent service calls were needed as their contractor, Energy Air, installed the part incorrectly I the first place(see attached email string). I am not paying them to come back and fix their mistakes....She agreed in the email. I show (3) charges on my VISA since the faulty install on 2/9/17.............5/28, 6/and 6/28....see attached from my VISA Dispute Department confirming those charges and dates. In the attached email, Camille J*** confirms they will waive one fee and send a check for the others. I did get a check for (2) service calls to date only ($128.00). They did not identified which dates they were paying on the check however.I think the fee they waived may have actually been a 4th charge that had not hit my VISA yet.....so they have only paid me $($+ $64).So at this point, I am still waiting on (1) more credit to my VISA for $from OneGaurd....if there was a 4th charge it sounds like that has been waived. Only of the dates I identified I have been paid for to date I also included the final invoice from Cool Blew who found the incorrect wiring and fixed it....see his notes. OneGuard has no escalation policy or procedure in place. From the time of the initial problem in January and then it took days to get that part which they installed improperly. I continued to have issues through July. Completely unacceptable. I could get no one other than my sales rep Camille J*** to call me from OneGuard. Horrible service and a "Life Safety" risk to anyone not having Air Conditioning in AZ for weeks in June and July when temps reached degrees And now I am fighting them to pay me back for fees they charged for a problem they created Thank you for your help in this matter

The response, from
One Guard is a combination of a generic, canned response and deliberate smoke and mirrorsI have been more than patient in this matterI have made more than reasonable attempts to afford them numerous opportunities to assess the problem(s) with my stand alone ice makerI have invested enough of my time and moneyI'm not asking for anything I'm not dueI have been dealing with same issue for way too longI have the dates and names of the people I have spoken toThis situation far exceeds "reasonable and customary" time to repair or replace said ice makerI obviously like the warranty plan, as I have renewed the planHowever, the runaround I have gotten seems like a way to avoid replacing itReps tell me they will c*** me back and don'tI ask one question and get answers and other frustrating actionsBetween July and March alone I have had numerous communications with them and to date my ice maker is still nonfunctionalI 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 homeownerOneGuard Authorizations and Customer Relations have made several attempts to talk with the homeowner directly to work through the situation and offer our assistanceThe 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 responeHow many times am I supposed to let them "assess the unit"? The amount of time and parts replaced, the ice maker could have been rebuiltInstead, One Guard chooses to 'place a band aid over a wound method' instead of doing the right thing which is replace the itemIt's clearly not a monetary issue, based on my homes aesthetics I take great care and pride in my home, which includes my appliances

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.OneGuard apologizes for the frustration *** *** has experiencedI have reviewed OneGuard's
records with regard to the microwave issueIn order to amicably resolve this matter, OneGuard agrees to authorize Beyer Appliance Service to repair the microwave Beyer ApplianceService will contact the customer to discuss the repair of the microwave, as parts may need to be ordered to complete the repair*** *** may also contact the company at *** if the customer has questions regarding the repair.Thank you for your considerationSincerely,OneGuard Home Warranties

[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,
Noni F*

June 28, Revdex.com of Central, Northern & Western Arizona E Missouri Avenue Phoenix, AZ 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 June 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 Ms***’s air conditioning claimOn June 15, 2017, Ms*** placed a service request for the upstairs air conditioning system and OneGuard dispatched *** *** *** to diagnose the problem with the air conditioning system. On June 20, 2017, the technician with *** *** *** reported to OneGuard that the evaporator coil was leaking; however, based on the condition of the unit this leak was present prior to the start of the OneGuard plan on June 4, Section A-1a of Ms***’s OneGuard plan provides in accordance with the terms and conditions of this contract, OneGuard will repair or replace contract holder’s selected covered items so long as they are in good, safe working order and correctly installed at the premises on the effective date of this contractPlease be advised that Ms*** had OneGuard coverage from February 6, to February 5, 2017. On May 25, 2017, Ms*** purchased a new OneGuard plan for an effective period of June 4, to June 3, 2018. Therefore, there was lapse of coverage from February 6, to June 3, and OneGuard is rightfully not responsible or liable for the repair or replacement of the upstairs air conditioning systemThank you for your considerationSincerely, ONEGUARD HOME WARRANTIES Marcy C*** Customer & Regulatory Claim Resolution Specialist

Dear Revdex.com, Please find the attached letter regarding CID *** for Richard ***Please let us know if you should have any questionsThank you again for your time and considerationRegards, Jacqueline D***Customer Relations Specialist II###-###-#### EXT ####

Dear Revdex.com,Thank you for bringing this information to our attention and allowing Customer Relations the opportunity to review the homeowner's situation firsthand and respond. Please be assured we have worked directly with the homeowner in an effort to amicably resolve the
situation and address her concerns, and we apologize for the frustration she endured with her claimWe were originally advised by the plumbing contractor there was a belly in the main plumbing line, not a break in the lineHowever, the homeowner has provided additional documentation to OneGuard to demonstrate a break in the plumbing line, which is covered under the service agreementThe homeowner already had a plumber on site to make the needed repairsTherefore, we have arranged to send her a cash disbursement in the amount of $1,000.00, which is the warranty maximum for mainline plumbing coverageThank you again for allowing Customer Relations the opportunity to provide you with this information. Please feel free to contact me directly with any questions.Respectfully, Samantha M***Team ManagerOneGuard Customer RelationsDirect: ###-###-####

To Whom It May Concern:OneGuard Home Warranties ("OneGuard") isin 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 Mrand Mrs*** have experienced. I have
reviewedOneGuard's records with regard to the air conditioning issue.On July 10, 2017, service was requestedfor one of the air conditioning systems In the home and the request was dispatched to *** *** HVAC &Plumbing to diagnose the issue On July 14, 2017, *** *** reported to OneGuard that the accumulatorin the system needed to be replaced and refrigerant needed to be added to the systemOneGuard authorized the technicianto repair the issueSectionF-of the enclosed warranty plan states that OneGuard will pay up to $per pound for recharging of refrigerant The contract holder is responsible for costs in excess of $per pound The charge to the customers for refrigerant not covered by the warranty plan was $120, payable by Mr.and Mrs*** to *** ***.On July 15, 2017, *** *** reported to OneGuard that the repairs had been completed but there was an additional failure
to the air conditioning systemOneGuard authorized *** *** to replace the compressorin the air conditioning system.There are some charges necessary for the repair that are not covered by the warranty planSectionH-3-b of the warranty plan provides that OneGuard is not responsible for costs related to the recapturing and remediation of refrigerants, for which the disposal of such substances is regulation by the EPAThe charge to the customers for refrigerant recapture is $150, payable by Mrand Mrs*** to *** ***.OneGuard will await the customers' decision regarding whether they elect to have *** *** complete the replacement of the compressor.Thank you for your considerationSincerely,OneGuard Home Warranties

We explained to One Guard that we will not accept the check for $We have a no fault policy and should not be responsible for the cost of fixing the Evaporating coil, the a/c needs to be replaced and not modifiedI had the a/c checked days after we purchased the house stating the coil was not in good working orderWhen the tech from *** *** came to the house the second time he stated if *** *** could not find the correct part, the a/c would need to be replacedWe will not accept a modified unit with a One Guard certified "worry free" home with a no fault plolicy

September 5, MsMichelle Marin Revdex.com of Central, Northern & Western Arizona E Missouri Avenue Phoenix, AZ RE: *** * *** ***; Revdex.com Complaint ID No***; OneGuard Plan No*** MsMarin: OneGuard Home Warranties (“OneGuard”) is in receipt of your letter dated August 28, 2017, regarding the above referenced complaint. OneGuard does apologize for Mrand Mrs***’s frustration regarding the air conditioning claim; however, the letter dated August 24, 2017, accurately and correctly states OneGuard’s position with respect to the replacement of the new evaporator coil based on the terms of the OneGuard planThe no fault coverage under Section F-of the OneGuard plan does not cover for the modifications necessary to replace the evaporator coilTherefore, it is OneGuard’s final position that the check for our cost to replace the evaporator coil in the amount of $has been sent to Mrand Mrs*** and nothing further will be done by OneGuardThank you for your considerationSincerely, ONEGUARD HOME WARRANTIES Marcy C*** Customer & Regulatory Claim Resolution Specialist

May 31, Revdex.com EMissouri Avenue Phoenix, AZ 85014- RE: *** ***, OneGuard Plan No***; Revdex.com Case 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 response In March of 2017, OneGuard dispatched ValleyWide Appliance Repair to diagnose any problems with a refrigerator. It was reported to OneGuard that ice buidamaged the interior lining and caused the electronics to short out. Secondary damages and the interior thermal shell/lining are not covered according to the provisions of the OneGuard plan. Therefore, based on the terms of the plan, the claim was denied and OneGuard will not comply with Mr*** ***’s compensation request. Thank you for your considerationSincerely, OneGuard Home Warranty Lori N*** Customer and Regulatory Claim Resolution Specialist Tell us why here

To Whom it May Concern:OneGuard Home Warranties ("OneGuard")is in receipt of your letter dated July 20,2017, advising of the above referenced complaint The letter has been fmwarded to me for review and response.I have reviewed OneGuard's records regarding Mr***'s air conditioning system
On May 18, 2017, Mr*** placed the service request and OneGuard dispatched *** *** *** *** ***g to diagnose the problem with the air conditioning system On May 18, 2017, the technician reported to OneGuard that no mechanical failure was found on the air conditioning system.On May 30, 2017, Mr*** advised OneGuard that he was still having a problem with the air conditioning system and *** dispatched *** *** *** *** ***g to run the service recall***' records indicate that the technician replaced the thermostat on or around June 2, 2017.On June 20,2017, Mr*** again advised OneGuard that he was still having a problem with the air conditioning system and OneGuard dispatched *** *** *** *** *** to run the service recall On June 27, 2017, the technician reported to *** that the reserving valve was leaking refrigerantOneGuard authorized*** *** *** *** ***g to replace the reversing valve and recharge the refrigerant in the air conditioning system.On July 12, 2017, OneGuard dispatched *** *** *** and Plumbing to run a second opinion service request on the air conditioning system On July 18, 2017, the technician with *** *** *** and Plumbing reported to OneGuard that he adjusted the speed on the blower motor and no other mechanical failure was occurring on the air conditioning system OneGuard does not provide preventative repairs or replacements. Therefore, OneGuard rightfully did not authorized the replacement of the compressor orair conditioning system under the OneGuard plan.Thank you for your considerationSincerely,ONEGUARD HOME WARRANTIES

January 17, 2016*** *** * *** ***Phoenix, AZ 85032Re: OneGuard Home Warranties Second Business Response Complaint ID#:***Dear Revdex.com,Thank you for the information and allowing Customer Relations the opportunity to offer an additional response and address the homeowner’s concernsPlease know I have spoken directly with the homeowner in an effort to resolveI offered a full refund of the warranty premium in the amount of $as a gesture of goodwill, with the recommendation that he could apply the refund towards repairsThe offer was declinedHowever, if he reconsiders, the offer stands.Please be assured we have reviewed the claim several times in its entirety and we sincerely regret it is not covered by the OneGuard service agreementThe homeowner entered into contract with a heating system that was not workingIn addition, the system is missing vital components and cannot operateConsequently, the claim was not covered by OneGuarddue to these reasons.In his original phone call with Customer Care, Mr*** advised the first time he attempted to turn the unit on it did not workIt would turn on but nothing was coming out of the ventsHe also confirmed with an Authorizations specialist that reviewed the outcome of the claim with him directly over the phone, that the heating system has never worked since he moved into the home.According to the terms of the service agreement, OneGuard requires that covered items are in good working condition at the start of the home warrantyTherefore, OneGuard often asks for the home inspection report to assist with repairs and determine the condition of systems at the close of the saleIn this situation, the inspection report reveals the heating portion of the system was not properly testedIf it was, the inspector would have noted that the system was not adequately producing heatThe inspector provided the temperature differential reading for the air conditioning portion of the systemHowever, heating was not tested and a reading of the temperature differential was not provided in the reportDid the inspector observe heat being produced from the system as he did with cooling for the air conditioning? Please note according to the Standards of Professional Practice set forth for Arizona home inspectors with respect to the heating system, the inspector shall observe: The uniformity or adequacy of heat supply to various roomsThat information is missing from the inspection report.We are not implying the inspector is at fault as a waiver is included in the report, noting the scope of his inspection is not inclusive, and recommendation of having the unit inspected by a qualified HVAC person during the escrow periodUnfortunately, the homeowner did not do his due diligence to have the system further evaluated or assessed per the inspector’s recommendationIn his complaint, he claims he entered into contract with a unit that was fully functional, however, he is demanding $8,Additionally, based on the varying pictures we have already provided to Revdex.com, someone covered the unit with duct tape after the inspection was completed, which is indicative that another party worked on the systemDoes he have receipts to show that any repair work was completed in the real estate transaction prior to closing on the home? In addition, as we have previously stated, the system is missing components and cannot operate in its current stateSpecifically, the reversing valve wires that are critical in order to energize the heating system, were completely off.Based on these facts, we have concluded that the homeowner has not provided sufficient documentation to OneGuard that the system was in good working order at the start of the warranty, and the heating system was not adequately tested during the home inspectionFurther, when the homeowner attempted to operate the heater for the first time, it did not work, and based on the service technician’s professional diagnosis, the system was missing vital components and could not work in its current state.OneGuard asks that Revdex.com review our original response and timeline with contract language included, the technician’s professional diagnosis and pictures, home inspection report, and OneGuard service agreementWe are very sorry Mr*** did not do his due diligence and purchased a home with a heating system that was not working and also missing vital components which OneGuard does not cover.In 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, and a system that was not working prior to the effective date of the warrantyOneGuard covers items that are in good working condition and properly installed on premise prior to the warranty start dateThank you for allowing Customer Relations the opportunity to provide you with this informationWe truly hope it helps.Sincerely, Samantha M***Team ManagerOneGuard Customer RelationsDirect: ###-###-####

This is not an acceptable solution I do understand that OG may have streamlined supply chain and services, but the AC service that OneGuard dispatched that Friday morning did not identify or fix the issue As this was a Friday and knowing that it typically takes at least days for OG to dispatch any AC repair, I chose to go with a different service that was able to resolve the issue immediately This decision was a leap of faith that OG would do the right thing and cover it The AC repair service OG had dispatched earlier that day did not show any results A 2nd concern has arisen since I logged this complaint I directed OG to discontinue my annual warrantee on 8/ I expected that as I paid the annual premium of $in May that I would be refunded the unused premium for the remainder of the year OG sent confirmation of this cancellation request with a $term fee but no mention of my refund of the unused premium I paid for I called OG to inquire and was refused response The only acceptable solution is to reimburse me the $for the cost of the repair that OG failed to ensure, plus refund the rest of the premium that covers Sept-April which I figure to be roughly $of the $I paid. Thanks for your efforts and review of my concerns

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,
*** ***