OneGuard Home Warranties

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

Good Morning,There are several inaccuracies in the...

response provided by One Guard.  The most obvious and blatant is that Authorized Contractor reviewed my home inspection and identified that there was a leak in the laundry ceiling. In fact, the contract spoke on the phone with OneGuard Authorizations MANY times and even sending photos to Josh.  They both agreed that the inspector did NOT identify any type of leak in the laundry ceiling.  The ONLY item noted by way of the laundry or plumbing was the evidence of a PAST leak from the washer drain so unless gravity has been defied and water can now travel upward 8 feet this is unrelated.  Both the contract and Josh grudgingly conceded that the leak was NOT identified on the home inspection.If the leak had been leaking as they've indicated over time the ceiling most certainly would have collapsed.  It was leaking at such a rate (the one time that it leaked) that I was catching the water with buckets.  It was a sudden and spontaneous break as confirmed by a neutral licensed and bonded plumber.  I've attached a photo of the wood underneath the drain pipe which even an untrained eye can tell has NOT experienced the water damage they indicate it had.Further, my policy has a clause for pre-existing existence coverage which would apply here since it was NOT identified during my inspection as confirmed by both their "authorized" contractor and Josh in Authorizations.  Certainly they record their calls and can verify this fact has been confirmed multiple times.Lastly, while their contract does indicated that they do not reimburse for outside contractors work customarily they violated the terms of the contract when they denied the claim, therefore forcing me to seek outside help.  Had they complied with the contract they wrote at the time of the claim I would not be seeking reimbursement.  Sincerely,[redacted]

Dear Revdex.com,Please find our attached business response for [redacted], CID [redacted]. Thank you for your time and consideration and feel free to contact me directly with any questions.Warmest regards,Samantha M[redacted]Team Manager, Customer RelationsDirect: ###-###-####

Dear Revdex.com,Please find our attached business response for [redacted], CID [redacted]. Thank you for your time and consideration and please know your questions are welcomed.Warmest regards,Samantha M[redacted]Direct[redacted]

To Whom It May Concern:OneGuard Home Warranties ("OneGuard") is in receipt of your letter advising of the above referenced complaint.  Your letter has been forwarded to me for review and response.I have reviewed OneGuard's records with regard to the air conditioning issue.  On June 28,...

2017, service was requested for the air conditioning system and the request was dispatched to Sunrise Home Services to diagnose the issue.  Sunrise Home Services replaced the compressor in the system on June 29, 2017. On July 13, 2017, service was again requested for the air conditioning system and the request was dispatched to Sunrise Home Services to further diagnose the issue.  Sunrise Home Services reported to OneGuard that the technician repaired a loose connection.On July 17, 2017, the customers notified OneGuard that they had elected to have a company  of their choosing diagnose the issue.  Section D-2 of the enclosed warranty plan states that OneGuard has sole right to select and arrange an authorized OneGuard service contractor to perform work covered by the contract.  Only work authorized and arranged by OneGuard is covered by the contract.  OneGuard will not reimburse the contract holder for service performed by the contract holder's own contractor without
prior authorization.[redacted] and [redacted] provided OneGuard with an invoice from Adam A. A[redacted] for the repair of the air conditioning system at a cost of $675. In order to amicably resolve this matter, although not liable to do so, OneGuard agreed to reimburse the customers for One Guard's cost of the repairs in the amount of $251.07.  Section A-6 of the warranty 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. The customers will receive this reimbursement in approximately thirty days.Thank you for your consideration. Sincerely,OneGuard Home Warranties

August 30, 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 August 23, 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. [redacted]’s downstairs air conditioning claim. On July 31, 2017 Mr. [redacted] placed the service request and OneGuard dispatched [redacted] to diagnose the problem with the air conditioning system. On August 9, 2017, the technician reported to OneGuard that the compressor failed due to normal wear and tear. OneGuard authorized the replacement of the compressor for the downstairs air conditioning system based on the terms of the OneGuard plan and ordered the new compressor through our supplier. However, [redacted] advised OneGuard that the wrong type of compressor had been ordered. On August 29, 2017, OneGuard reordered correct type of compressor. OneGuard’s supplier records show that the equipment should be arrival for pick up by August 31, 2017. Once [redacted] is able to retrieve the compressor they will contact Mr. [redacted] to schedule the installation appointment.  OneGuard does apologize for Mr. [redacted]’s frustration regarding the matter. Thank you for your consideration.   Sincerely, ONEGUARD HOME WARRANTIES Marcy C[redacted] Customer & Regulatory Claim Resolution Specialist

Dear Revdex.com, Please be assured Brandi in Customer Relations called the homeowner in response to his Revdex.com review in an effort to resolve, and we have honored his request to help offset the expense of the drain pan that he paid for outside of the warranty. We have processed a check...

in the amount of $105.00 to be mailed to his property address. Please allow 30 days to receive the check and note we did this as a professional courtesy for his continued business, as the drain pan is a code requirement and not covered by the OneGuard service agreement. In addition, we have waived the service fee associated with his complaint in the amount of $69.00. Thank you for allowing Customer Relations the opportunity to provide you with this information. We sincerely hope it helps.

We believe we should be reimbursed for the $69.00 service fee we were required to pay the warranty company's plumber who came out and gave the deceptive/inaccurate information that denied the plumbing line break existence. The photos of the extensive breaks in the plumbing show that plumber at a minimum was inaccurate. That inaccurate report started and allowed the warranty company not to accept responsibility until we had to pay yet another plumber.

Dear Revdex.com,Thank you for the information and allowing Customer Relations the opportunity to address the homeowner's concerns and offer our personal assistance. Please be assured we have spoken directly with the homeowner and have amicably resolved his situation. We have...

honored his request and cancelled the warranty, backdating it to the date he originally requested to cancel, and sincerely regret the level of frustration he endured and timeframe involved on our end. The homeowner has also advised he will notify Revdex.com that he is satisfied with the outcome. Thank you again for allowing the Customer Relations the opportunity to provide you with this information.Respectfully,Samantha M[redacted]Direct: ###-###-####

The company...

has responded and a technician was dispatched. At this time we are awaiting a resolution to the problems. As the warranty company has already said their service provider is responsible and the service company has said they are sending to HomeGuard to handle, I'm not at all sure we are near the end of this issue that started back in March. Also I have made HomeGuard aware that the appliances in question are 2 of set of 6 appliances that all match. I'm guessing this will be an issue also. [redacted]

Dear Revdex.com,Thank you for bringing this information to our attention and allowing Customer Relations the opportunity to review Mrs. [redacted]' complaint firsthand. Please be assured that upon receiving the complaint, I spoke directly with Ms. [redacted] to offer my personal assistance and...

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
OneGuard Home Warranties has admitted to the necessity of adding Freon on two separate occasions showing the system is leaking Freon which is being vented into the environment.  I don’t see any exclusion in the contract from OneGuard Home Warranties that would prevent them from fixing a Freon Leaking heat pump.
 
Prior to this issue, I had received a warranty renewal offer from OneGuard Home Warranties.  On January 28th 2014, I received a letter from OneGuard Home Warranties, receding this renewal offer further supporting my claim that OneGuard Home Warranties does not want to honor their contact and fix/replace the heat pump.  I suspect this is due to the cost of fixing or replacing the heat pump.
Regards,
[redacted]

May 2, 2017 Revdex.com 1010 E. Missouri Avenue Phoenix, AZ 85014-485 RE:          [redacted], OneGuard Plan No. [redacted]; Revdex.com Case No. [redacted] 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. OneGuard’s records indicate that Ms. [redacted]’s cancellation request has been previously received and her OneGuard home service plan will not be renewed per her request.  OneGuard will not reimburse the trade service call fee due according to the provisions of the plan.  OneGuard does apologize for Ms. [redacted]’s frustration regarding this matter. Thank you for your consideration. Sincerely, OneGuard Home Warranty     Lori Nelson Customer and Regulatory Claim Resolution Specialist

Dear Revdex.com,Thank you for bringing this information to our attention and allowing Customer Relations the opportunity to review the claim firsthand. We are in agreement with the homeowner and the repair for the evaporator coil should be covered under the home warranty. The...

homeowner did her due diligence in having the unit serviced and OneGuard does not have substantive documentation to not cover the claim. Please be assured our team is actively working directly with the homeowner to finalize the successful resolution of the claim, and we sincerely regret the level of frustration she endured. Thank you again and please know your questions are welcomed. Respectfully,Samantha M[redacted]Team ManagerOneGuard Customer Relations

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 H[redacted]Customer Relations Specialist II[redacted]

Dear Sir/Madam:OneGuard Home Warranty is in receipt of your letter advising of the above referencedcomplaint  Your letter has been forwarded to me for review and response.The recordsindicate that OneGuard'sService Representative previously spoke directly with Ms. [redacted] regarding this matter....

It appears that the microwaveplate was missing when buying the home and the stem is not covered. Section D-2 of the OneGuardplan provides that OneGuard will not reimbursefor services performed without its prior approval.  Therefore, OneGuard will not reimburse for the replacement of the non-covered microwave.With respectto the refrigerator, it was reported that there were no mechanical failures found with the refrigerator.  As referenced above, OneGuard will not reimburse for services performed without its prior approval.  The records indicate that six (6) smoke detectors were replaced according to the provisions of the plan.With respectto the pool service request,it was reported that the filterwas completely clogged and the failure was caused by lack of maintenance and not by normal wear and tear, which is not coveredunder the OneGuard plan and the claim was denied. Section E-1c provides that for each separate trade item, the contract holder is responsible to pay a $69.00 service fee. The service fee will be due and payable to OneGuardat the time of the scheduled servicerequest, including when, but not limited to, a
service contractor's diagnosis results in a partialor complete exclusion of coverage. Therefore, OneGuard will not reimburse the trade service call fees that were due upon request for service.Section A-6 provides that coverage is subject to limitations, exclusions,and provisions specified in the plan. Unfortunately,  there is nothing further OneGuard will do with respect to this matter and we will be closing our file.  OneGuard does apologize for Mr. [redacted]'s frustration regarding this matter.  Mr. [redacted] may contact OneGuard's  Service Department directly to place a service request on any covered item and/or any further assistance regarding this matter.Thank you for your consideration. Sincerely,OneGuard Home Warranty

July 6, 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 29, 2017, regarding the above referenced complaint.  Please be advised that the last air conditioning claim placed by Ms. [redacted] under the OneGuard plan prior to the lapse of coverage from February 6, 2017 to June 3, 2017 was in August 2015.  OneGuard’s records indicate that the technician with [redacted] replaced the blower motor and run capacitor for the upstairs air conditioning system. No service was provided under the OneGuard plan on the upstairs air conditioning system in 2016.  Therefore, OneGuard’s position as stated in the letter dated June 28, 2017, remains unchanged and nothing further will be done by OneGuard. Thank you for your consideration. Sincerely, ONEGUARD HOME WARRANTIES Marcy C[redacted] Customer & Regulatory Claim Resolution Specialist

Dear Revdex.com,Thank you for bringing this information to our attention. Please be assured I have spoken directly with Mr. Johnson and believe we have amicably addressed his concerns, and the air conditioning repair has been successfully completed and cooling restored to...

the home. Please know our top priority is his satisfaction and we sincerely regret the frustration he has endured and timeframe involved. I have also reviewed his claim in its entirety and shared his experience with our management team in an effort to avoid service delays from happening in the future. Mr. [redacted] has advised he will let Revdex.com know the complaint has been resolved to his satisfaction and has my contact information if he needs additional assistance. Thank you again for the information and allowing Customer Relations the opportunity to respond. Respectfully,Samantha M[redacted]Team Manager, OneGuard Customer RelationsP: ###-###-####

Thank you for the additional information allowing OneGuard Home Warranties the opportunity to review the homeowner’s complaint again in its entirety and further respond. Please know the Customer Relations team has conducted a thorough investigation of the circumstances surrounding the complaint. We have analyzed the entire timeline and details of the claim, and consulted with OneGuard’s Authorization’s department, management team, and the service contractor to verify information and ensure accuracy. We have also followed up directly with the homeowner’s realtor and she is aware of the outcome. The key element in this situation is “breakdown.” According to the terms of the service agreement under No Fault coverage, mechanical breakdowns are covered. However, the air conditioning unit was not experiencing a breakdown. No breakdown was in effect. The coils were impacted with debris, and the professional cleaning that was performed proved that proper cleaning would allow air to flow through the unit and cool the home as it should. Further, the homeowner accepted our funds to apply towards a new unit which she advised OneGuard was her own decision. Please find the excerpt taken from the homeowner’s service agreement to help further explain our position:F. [redacted] BROADFORM COVERAGE1. NO FAULT COVERAGE COVERED: This residential service contract covers breakdowns caused by unknown pre-existing conditions 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, would not have been detectable by a state certified home inspection or a OneGuard mechanical inspection, and was not caused by the contract holder. NOTE: The No Fault Coverage is intended to cover unknown pre-existing conditions caused by the previous owner. For purposes of determining whether a breakdown was caused by an unknown pre-existing condition, we will accept a state certified home inspection or a OneGuard mechanical inspection as proof that the problem was unknown so long as the inspection was performed on the defective covered item and completed within 90-days of the effective date. This coverage is not intended to take responsibility for normal maintenance and proper use of appliances and equipment by the contract holder. The contract holder must have all known pre-existing 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. This coverage also does not cover undersized systems.2. AIR CONDITIONING & HEATING SYSTEM NOT COVERED: Window units, portable units, chiller systems and chiller components, boiler systems, gas a/c systems, systems that require R-500 or R-12 refrigerants, solar heating, geothermal units, oil or diesel heating systems, fireplaces and key valves, cable heat, oil storage tanks, humidifiers, standard or electronic filters, electronic air cleaners, computerized HVAC management systems or zone controllers, flues and vents, transitions, roof jacks or stands, maintenance, cleaning, problems caused by dirty and/or clogged coils, inaccessible coil lines, condenser casings, baseboard casings, deionizers, pre-coolers, nonducted wall units, condensate pans, condensate line stoppages, water.We have also provided a copy of the phone conversation between the homeowner and our Customer Relations supervisor where the homeowner advised she decided to apply the funds that were offered to her, and replace the unit. The supervisor also provided the homeowner with her direct information if she needed additional assistance. In closing, the homeowner’s air conditioning system was not experiencing a mechanical breakdown and cleaning the coils to clear the debris for air to flow through the system was required, and not covered under the service agreement. Lastly, we have followed up with the homeowner directly, and she has decided to apply the funds she accepted from OneGuard and her realtor towards a new unit, with the understanding OneGuard would not be covering the expense. Sincerely,[redacted]Customer Relations ManagerOneGuard Home Warranties

Dear Revdex.com,Thank you for bringing this information to our attention and allowing Customer Relations the opportunity to respond. Please know we sincerely regret the frustration the homeowner endured with his claim and timeframe involved. We have followed up directly with the...

service contractor and repairs were successfully completed as of August 5. Please note we are able to locate most parts locally, including with this repair, and have no record of the compressor being ordered internationally. In addition, we offered the homeowner hotel concession due to the extreme temperature while repairs were being completed, and our offer stands if he would like to submit receipts for reimbursement.  Customer Relations has reviewed the claim in its entirety and realize there was opportunity for improvement. The work order was created on July 26. The homeowner has two units and one of the units was blowing warm air. On July 28, the service contractor advised the compressor required replacement. At this point, Authorizations offered the homeowner hotel concession. On August 2, the homeowner called to inquire about the status of the repair and Authorizations placed a call to the contractor for pricing and requested follow up as quickly as possible. On August 3, pricing was obtained and the part was ordered, and installation was completed on August 5. Our goal is to service our homeowners as quickly as possible and we truly apologize for the timeframe involved with finalizing the pricing and ordering the required parts. In closing, OneGuard has always acted in good faith in our efforts to serve the homeowner and we are truly sorry for the delay in service and appreciate his patience throughout. Please be assured repairs have been completed to his home and cooling restored. Thank you again for allowing Customer Relations the opportunity to provide you with this information. Respectfully, Samantha M[redacted]OneGuard Customer Relations