OneGuard Home Warranties

This is the real reason why OneGuard won't fix the unit. This is the quote, "Mr. [redacted]s OneGuard plan became effective on August 4, 2017.  On August 5th, [redacted] was dispatched to diagnose any problems" They told me on the first phone call when I made a claim, that it sounds like preexisting conditions. So it might not be covered.  So I guarantee this is the reason. But, they said that my policy has "No Fault" coverage. But they will not replace as they should according to their no fault rules.  So, my resolution is my full refund of $599 for the policy and the $69 service fee. That is what I want

Response attachedLetter from inspector clarifying inspection done on pool cell attachedImage of cell and pool filter attached

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I 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 resolved. He said he will also notify you of the positive closure. Thank you and please let me know if you have any questions. Warmest regards, SAMANTHA M[redacted] | Team Manager, Customer Relations | OneGuard  |  OneGuardHW.comt. ###-###-####  f. ###-###-####  [redacted]@oneguardhw.com

The company states that the faucet currently deliver water properly !!! if the water is causing damage to the cabinets because the water is seeping underneath the fixture, is that what they call working properly?

One Guard had been out in 2012, and 2016 to check my A.C. unit. No one has ever told us the A.C. had parts that did not belong, or the my a.c. had issues that would warrant them to NOT fix my A.C per my contract.I absolutely want to cancel my acct.

July 3, 2017 Revdex.com of Central, Northern & Western Arizona 1010 E Missouri Avenue Phoenix, AZ 85014                          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 June 27, 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 Ms. [redacted]’s heat pump claim.  On June 21, 2017, Ms. [redacted] placed the service request and OneGuard dispatched [redacted] to diagnose the problem with the heat pump system.  On June 22, 2017, the technician with [redacted] reported to OneGuard the heat pump compressor and reversing valve had failed due to normal wear and tear. OneGuard authorized the replacement of the compressor and ordered the equipment; however, Ms. [redacted] chose to have the heat pump system replaced by a service contractor outside of the OneGuard plan. In order to resolve this matter OneGuard is forwarding Ms. [redacted] a check for our cost to replace the compressor in the amount of $1,001.49. Section A-5 of Ms. [redacted]’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 item.  Ms. [redacted] will receive the check in the amount of $1,001.49 in approximately thirty days. Thank you for your consideration. Sincerely, ONEGUARD HOME WARRANTIES     Marcy C[redacted] 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 Mr. and Mrs. [redacted]'s air...

conditioning system.  On May 12,2017, Mr. and 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, Mr. and 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 normal wear and tear. OneGuard 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 Mr. and 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$200, and provide access in the amount of 250.00. Section H-3f of Mr. and Mrs. [redacted]'s OneGuard plan states that OneGuard is not responsible for costs of construction, carpentry or structural modifications necessary to effect repair or replacement of covered items. Section H-2 of Mr. and Mrs. [redacted]'s OneGuard plan provides that OneGuard is not responsible for providing access or closing access to covered items. Therefore, OneGuard is rightfully not responsible  or liable for the additional cost of$I,000.00 with respect to the installation of the new evaporator coil.Mr. and 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 $987.00. Section A-5 of Mr. and Mrs. [redacted]'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 item. Mr. and Mrs. [redacted] will receive the check in the amount of $987.00 within the next ten business days.OneGuard will not waive any premium plan fees. Thank you for your consideration.

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.My previous correspondence accurately stated the information in OneGuard's records,as well as OneGuard's position.  If the customers are in possession of an invoice from an appliance company that contradicts the diagnosis provided to OneGuard by Hornet Appliance, they may forward the information to me for review.  The requested information should include a breakdown of the costs estimated to repair the issue, as well as the technician's diagnosis of what caused the failure.When I have received andreviewed the requested information, I will advise the customer of OneGuard's position. Thank you for your consideration.Sincerely,OneGuard Home Warranties

October 27, 2016[redacted] [redacted]Surprise, AZ 85379Warranty # [redacted]Re: Revdex.com Business Response for [redacted] / CID [redacted]Dear Revdex.com,Thank you for allowing Customer Relations the opportunity to respond to the homeowner’s complaint to address her concerns...

and clarify important information. Please be assured we have always acted in good faith in our efforts to serve the homeowner and within the parameters of the warranty agreement. We have also reviewed the claim in its entirety and have attempted to explain to her why the claim is not covered under the OneGuard service agreement, which was due to the pre-existing condition of the salt cell that was in effect prior to the start date of the home warranty. We have made these attempts in both written and verbal format to help her understand why the claim is not covered.Here is the specific timeline of events in relation to the claim and what led to our decision. The effective date of the home warranty was August 31, 2016. Please note homeowners have the option to add or modify coverage within the first 30 days of the warranty effective dated. The information provided below is a summary of system notes and recorded phone calls between the homeowner and OneGuard representatives.On September 30, 2016, at 12:20PM, the homeowner contacted OneGuard Customer Care to inquire about adding coverage for the saltwater pool equipment and refrigerator. She asked if a salt sensor is covered by OneGuard, and the service representative confirmed salt cells are covered under the service agreement. However, he specifically stated that if she was currently experiencing an issue with the salt cell and coverage was added today, the breakdown would not be covered, the new coverage would not apply to anything that is currently going on [it would be considered a pre-existing condition]. She stated she was not experiencing any issues, and inquired about the No Fault coverage of the warranty. No Fault coverage is intended to cover unknown pre-existing conditions. Please note the warrantywas included as part of a real estate transaction and the homeowner had a home inspection completed prior to closing on the home. The representative explained that if an item was missed during the home inspection, OneGuard service providers will perform an assessmentof the current situation and determine how long a breakdown has been in effect. For example, if the technician discovers build up or if something has been going on for a while, there is a possibility a breakdown may not be covered. He stated that if she was not currently experiencing an issue, then she should not have to worry. The homeowner wasgoing to review the information with her husband and call back if they decided to add the coverage.On September 30, 2016, at 3:18PM, the homeowner called back to add the coverage. Once the coverage was added, the homeowner stated she never owned a pool before and wanted to create a work order to have a contractor come to the home to inspect the equipment,and tell them what they needed to do for maintenance and make sure everything is operating okay, and complete repairs if necessary. The service representative created a work order on her behalf and forwarded it to a OneGuard service contractor.On October 6, 2016, OneGuard Authorizations received the following diagnosis from the service contractor: The salt chlorinator is not functioning properly. There is an error code being generated that says cell temperature is too high. The display board on the automated system is not functioning and all the LCD lights are on at once. This is most likely a pre- existing condition. An Authorizations specialist called the homeowner and reviewed the diagnosis, advising that the contractor stated the breakdown was in effect prior to the start of the home warranty. He inquired if the salt cell was inspected during the home inspection, and the homeowner said she did not know. She stated she had No Fault coverage so if itwas not listed on the inspection as being damaged, then it should be covered. The specialist asked if she would provide the home inspection report for review. Please note according to the terms of the service agreement, OneGuard requires that covered items are in good working condition at the start of the home warranty. Therefore, OneGuard often asks for the home inspection report to assist with repairs and determine the condition of systems at the close of the sale.The home inspection report outlined what pool equipment was present, and listed some components that were inspected such as the pool pump and heater. However, the salt cell was not listed in the report as a present component or being inspected (attached). The inspector recommended meeting with the current owner to go over the pool and spa operations, and to request any documentation on the pool operation. In addition, there was a recommendation of having the pool evaluated by a specialist. At this point, the Authorizations specialist placed a follow up call to the service contractor that assessed the breakdown the homeowner was experiencing and the technician advised that the inside of the salt cell was discolored and brown in color (pictures attached). He also stated that the homeowners told him they were adding chlorine to the pool, and that the salt cell never worked. He reiterated that the breakdown of the salt cell was pre-existing.Authorizations analyzed all of the information including the technician’s diagnosis and information the homeowners provided to him regarding the condition of the salt cell, the start date of the home warranty, the date the salt cell coverage was added which was the same day the homeowner created a claim for service, and the home inspection report which makes no mention of the salt cell being present or inspected. In addition, in the original phone call with Customer Care dated September 30, the representative advised that if she was experiencing a current breakdown and added coverage for the salt cell, it would not be covered. Authorizations concluded that the breakdown of salt cell was in existence prior to the effective date of the home warranty and not covered under the OneGuard service agreement. If the salt cell was inspected, it would have been marked as requiring further attention. The home inspector also made the recommendation of having the pool evaluated by a specialist.On October 10, 2016, the Authorizations specialist spoke with the homeowner to explain the outcome of the claim. The homeowner insisted that she was told by OneGuard representatives that the salt cell would be covered. However, it was not inspected or listed on the report. Please be assured that our representatives did not make that commitment. She was advised that if the salt cell was inspected and not marked as deficient, it would be covered. She was also told that if she was experiencing a breakdown on the day she added the salt cell coverage, it would not be covered. The specialist also explained that OneGuard relies on the contractor’s assessment of the current breakdown the homeowner is experiencing who advised the breakdown was pre-existing. The homeowner felt the contractor only performed a visual inspection of the unit. Please be assured he completed a thorough assessment of the system. The homeowner was not in agreement with the outcome of the claim and the information was relayed to Customer Relations for review and follow up with the homeowner.Customer Relations analyzed the entire claim and a specialist called the homeowner to review the outcome on October 12. During the phone conversation, the homeowner stated that when they purchased the home, there was a ‘low salt’ message on the display of the salt cell and they decided to add coverage rather than complete work themselves. Note:She specifically stated the salt cell was not working when they moved into the home. Based on that comment, the homeowner confirmed to OneGuard the breakdown was in effect at the start of the warranty contract. According to the terms of the service agreement, OneGuard requires that covered items are in good working condition upon its effective date. The homeowner proceeded to advise that the previous owner emptied and refilled the pool. She had the salt tested and there was no salt in the pool. She added 16 bags of salt, hadthe salt level tested again and then received a high temperature warning. This was prior to adding the coverage for the salt cell on September 30.Prior to calling the homeowner, the Customer Relations specialist also called the home inspector for clarification and accuracy, and relayed the information to the homeowner. The inspector stated there was no way for him to test the salt cell. The specialist advised the homeowner that No Fault coverage would not apply. The salt cell was not inspected. Therefore, OneGuard relies on the service contractor that diagnosed the system who advised the breakdown was in effect prior to the start of the warranty. Also, to reiterate, when the homeowner called on September 30, to add the salt cell, the service representative specifically stated that if she was currently experiencing a breakdown, it would not be covered under the OneGuard service agreement.Please find the excerpts from the homeowner’s service agreement to help further explainour position:A. COVERAGE OVERVIEW 1. This residential service contract is offered, administered, underwritten and serviced by OneGuard Home Warranties located at [redacted],[redacted], Phoenix, AZ 85027. Toll free phone number is ###-###-####. In accordance withthe terms and conditions of this contract, OneGuard will repair or replace contract holders selected covered items so long as they: a. Are in good, safe working order and correctly installed at the premises on the effective date of this contract; b. Become inoperative from normal wear-and-tear after the effective date of this contract.F. CENTURION COVERAGE / NO FAULT COVERAGECOVERED: This contract covers breakdowns caused by unknown defects and conditionsthat 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 test. A 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.e. corrosion, 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 abnormal outcomes. A home inspection qualifies as a visual inspection and simple mechanical test.In closing, the claim for the salt cell is not covered under the OneGuard service agreement due to the breakdown being in effect prior to the start of the warranty, and it is the homeowner’s responsibility to complete repairs. We believe the homeowner is either misrepresenting the warranty contract or wished the terms of the contract were different, and that she added coverage knowing the salt cell was in need of repair. Please 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 amountof $150.00 to help offset the expense of a new salt cell. The check has been processed to bereceived within 30 days at the homeowner’s property address.Thank 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[redacted]Team Manager, OneGuard Customer RelationsP: ###-###-####

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

advise the washer is working and no longer displaying error codes. If he begins to experience any issues with the unit, I asked him to please call me right away and I will make arrangements for our contractor to return to the property. Please know we sincerely appreciate Mr. [redacted]'s patience throughout and apologize for the frustration he has endured with his claim.Thank you again and please let me know if you have additional questions. Warmest regards,Samantha M[redacted]Team Manager, Customer RelationsDirect: [redacted]

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 installation. Please 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 cooling. The contractor determined the thermal expansionvalve (TXV) was not correct and incompatible with the system. Please note the homeownerhas an R-22 Freon condensing unit and the TXV that was installed at the air handler wasrated for use with R-410 Puron refrigerant. The two refrigerants run under differentpressures and require valves rated for their respective refrigerants. The unit could not coolthe home as a result, and the valve had to be replaced with the correct R-22 TXV. Becausethe 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 forreview. Please note the report revealed the air handler components were corroded anddeteriorated, requiring replacement. Repairs were performed, however, the party whoinstalled the evaporator coil did not use the proper TXV to accommodate systemrequirements. OneGuard determined the condition of the system was a known issue at thestart of the warranty. Additionally, repairs were not performed by a licensed HVACprofessional, and not properly completed. Please 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 repairs. CustomerRelations has followed up with the homeowner and he understands why the repairs werenot covered under the service agreement. His 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 complaint. Thank you again for allowing OneGuardCustomer Relations the opportunity to provide this information. We sincerely hope it helps.Sincerely,OneGuard Home WarrantiesJacqueline D[redacted]Customer Relations Specialist II

[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]

June 12, 2017   Revdex.com 1010 E. Missouri Avenue Phoenix, AZ 85014-4585   RE:          [redacted], OneGuard Plan No. [redacted]; Revdex.com Case No. [redacted]   Dear Ms. Marin:   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 consideration. Sincerely, OneGuard Home Warranty   Lori N[redacted] Customer and Regulatory Claim Resolution Specialist

July 31, 2017Michelle MarinRevdex.com of Central, Northern & Western Arizona1010 E Missouri AvenuePhoenix, AZ 85014                            RE:      [redacted]; Revdex.com Complaint ID No. [redacted]; OneGuard Plan No. [redacted]            Dear Ms. Marin:OneGuard Home Warranties (“OneGuard”) is in receipt of your letter dated July 24, 2017, regarding the above referenced complaint. OneGuard does apologize for Ms. [redacted]’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. [redacted]’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[redacted]Customer & Regulatory Claim Resolution Specialist

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

When I spoke with an employee from oneguard he agreed with me that since my dryer worked for over 2 weeks after there was a power outage it did not make sense to say the damage was caused by a power surge. I was then told by a female employee that Oneguard often will give some kind of assistance towards repair or replacement especially in a situation like mine and it being the first ever issue. My dryer stopped working because it's an older model and the board went out. A power outage had nothing to do with it and I'd appreciate Oneguard employees all being on the same page and offering some kind of assistance in this matter. Unless you can prove that a power outage caused the damage I believe I deserve assistance. Thank you,[redacted]

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

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

January 3, 2017[redacted]
[redacted]
[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 respond. Please be assured we have analyzed the claim in its entirety to ensure accuracy. In 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 agreement. The kitchen sink pullout sprayer adapter is not a covered item under the OneGuard service agreement. The adapter for the pullout sprayer is an add-on feature that does not affect the primary operation of the kitchen faucet. In this situation, the pullout side sprayer adapter which is separate from the faucet was broken. However, the faucet was properly working, and the faucet’s primary function to dispense water was not disrupted. According 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 system. Please 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 information. We sincerely hope it helps. Please feel free to contact me directly with any questions.  Respectfully,Samantha M[redacted]Team ManagerOneGuard Customer Relations