United Capital

Dear [redacted] ,I have been in direct communication with Mr [redacted] We believe we have this worked out, and Mr [redacted] has agreed to move forward with repairs to be performed by [redacted] *** The repairs should be completed tomorrow, October 24, Mr [redacted] has my phone number and will let me know if he needs additional assistance I can send you a follow up status once the repair has been completed Please feel free to call me if you have any question- [redacted] Sincerely, [redacted] Customer Relations ManagerDirect: ###-###-####

I have had One Guard for years and there are more things not covered, than covered I recently reported a microwave handle broken and Ernesto very rudely insisted that I (we) purposely removed the handle and it was not due to wear and tearWe have homes with them and they refuse to fix a $handle? Also, I recently had an air conditioner unit stop cooling I was told there was a small leak They refilled it and refused to fix the leakWouldn't that just cost me money each time they come to fill it I askedOf course and that's what they wantI was told I would have to have them come out times before they repaired the issueKeep in mind, I pay extra for appliances and air units In this time I have also found out that they would not cover refrigerator handles, Save your money also for extra pool coverages because they cover very little when it comes to the pool alsoVery shady business practicesI am shopping for new service as we speak

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, Thank you for allowing OneGuard Home Warranties the opportunity to perform a final review of the homeowner’s claim Please accept this as our final response OneGuard stands firm in our position and we will not refund the homeowner the service fee Per the terms of the service agreement, the fee is due The information was explained to the homeowner’s wife when she called in for service, and requested for OneGuard to create a work order on her behalf The information in our original response is an accurate summary of phone conversations and notes in our database Here is an excerpt taken from the homeowner’s agreement to further explain the trade service fee in more detail: ETRADE SERVICE FEE (page of 6) For each separate trade item, you are responsible to pay a $service fee (service fees for A/C & Heating System Tune-ups must be paid at time of service request)The service fee will be due and payable to OneGuard or the Service Contractor at the time of scheduled service requestThis includes when: aA customer cancels service request after the Service Contractor is in route to the customer’s home; bA customer fails to provide accessibility necessary to perform the service request; cA Service Contractor’s diagnosis results in a partial or complete exclusion of coverage; or dOneGuard approves a customer’s request for a second opinionRepairs are guaranteed for days Should failure of that item occur within days, another fee will not be chargedFailure to pay service fees could result in suspension or cancellation of this residential service contract The homeowner agreed to the terms of the agreement and paid the service fee upon creating the work order OneGuard proceeded to dispatch a licensed HVAC technician to the property to evaluate the situation The technician completed an inspection of the system and advised OneGuard that the unit was low on refrigerant He also advised that the homeowner had both units replaced months ago The party that installed the units had to come back on separate occasions to add refrigerant The technician found no visible leaks and advised that the line sets under the slab, and the leak was coming from the line in the slab The line that is set under the slab would not break due to wear-and-tear Something had to cause the breakage and the line set would require replacement He explained that this could have happened when the new unit was installed As we explained in our initial response, one scenario for this to happen could possibly be due to a joint in the ground, which caused the concrete to crack and the copper line to separate, and does not happen due to wear-and-tear Something had to cause it to crack The claim was ultimately denied due to non-wear-and-tear conditions Please note, the home warranty will pay for covered items that are due to wear-and-tear conditions Here is an additional excerpt taken from the homeowner’s service agreement that explains warranty coverage: AWARRANTY COVERAGE (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 as they: aAre in good, safe working order and correctly installed at the premises on the effective date of this residential service contract; bBecome inoperative from usage (wear-and-tear) after the effective date of this residential service contract At this time, we encourage the homeowner to deal direct with the company that installed the new units for resolution OneGuard Home Warranties has been in business for years and is a value driven organization We have attempted to communicate with the homeowner by responding to the homeowner’s complaint and addressing their concerns, and consider this matter closed Thank you for your time and consideration Sincerely, OneGuard Home Warranties Customer Relations Team

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.Hello, and once again thank you for taking time to read my rebuttal to the response made by OneGuard Home Warranties OneGuard's attempts to dis-way me, and as I feel, bullying me to go away is not the way this matter should be handled OneGuard's many attempts to evade addressing the primary complaint and concern here, and have continually chosen to evade responsibility The issue at hand has nothing to do with all the jumbled wordage about "dirty grids", "no d.epresent" and "lack of maintenance" that OneGuard continues to have you focus on in their attempt at trying to confuse the situation without facts, only guess work, not the true merit of this claim In an attempt to keep my personal feelings out of this response and focus only on the facts, I have put a lot of time and energy in to resolving this matter and hope you will find my rebuttal, along with all of my evidence and facts, not just mere statements, as were made by OneGuard in an attempt to sway or confuse you, so that a clear and informed decision can be made I will try to address each item on the response from OneGuard in order, so that it might make things a bit easier to follow In the first paragraph of OneGuard's response, the comment "The Customer Relations Team reviews and will do everything possible to cover your claim...and 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" If this statement held any merit at all, I know we would not be here because everyone from the manufacturer to online professionals to other contractors, which I have already provided in my original complaint, have all maintained that this breakdown of the fiberglass component, the [redacted] FNS Plus D.EFilter is breaking down due to Wear and Tear As I am the daughter of my homeowner, I am also the spokesperson for my parents and this information was made clear a few years ago when this company was Secure One Home Warranty Service,so when I speak, I represent mother and father After the finding by [redacted] , LLC., was made, I requested that OneGuard provide me with any information on this company, [redacted] , as I was not able to find any information myself I wanted specifically to know what this technician's license was, how much training he had, etc I was given no information, even though I provided OneGuard with all of the contractors I hired to come out for second and third opinions, that were well documented and one, has been in this industry for over years His name is [redacted] and he is employed by [redacted] ***, who has been in the pool building business since A well-respected and well-known business here in ArizonaMr [redacted] provided me with an estimate with what it would cost to replace this unit as well as his findings of what he thought caused the hole/crack, which was "Wear and Tear" A follow up email was also forwarded to OneGuard with this information and yes, as OneGuard told you in their response, they did contact Mr [redacted] , but the specific part that they left out was that after Mr [redacted] told them that he didn't open the tank to observe the grids (at this point, the grids were already clean and the tank was put back together by myself so Mr [redacted] could come out and give his estimate at no charge to me), Mr [redacted] explained this to OneGuard and further told them in his professional opinion that he didn't need to open the filter to know that this was not caused by anything but the unit being over years old and sitting in the Arizona sun for days per year and he has done this job for over years and that was his professional opinion So, I guess you can see that OneGuard not only does not follow their own guidelines, they do exactly the opposite They left out this very important information in their response to you in order to do everything to help themselves When I provided OneGuard the information on the contractors and pool professionals that I had come out to my home, and realized they were not going to listen to what they or I had to say, I then provided Ms [redacted] with the name of a contact who worked directly for the Manufacturer of my filter, [redacted] When I wasn't getting any results merely on the merit of the contractors, I decided to go directly to the sourceWho knows this product better than the people that design and construct it? I was given the number of a man named [redacted] , who is the ***tory District Sales Manager for [redacted] Pools at his direct line ###-###-####To date, Mr [redacted] has informed me that OneGuard, nor any of its representatives contacted him so he could explain that there is no way my filter cracked for the reasons OneGuard is claiming, and that the hole/crack is absolutely due to "wear and tear"! I would urge you to contact [redacted] so he can explain directly to you, his findings and why Regarding the statement that OneGuard made in reference to the "caretaker screen" being clogged solid, this is and I cleaned it accordingly Also in the Owner's Manual, you will find under "Maintenance Section" of the manual (copy included in this rebuttal) it states "Strainer baskets and the filter must be kept clean in order to allow maximum water flow to the in-floor system In addition to the regular skimmer and pump baskets, there is a valve cup strainer on the 5-port valve that must be cleaned "periodically" So as you can see from the words and further on the diagram which I have provided, it says no where that it has to be cleaned daily or at all for that matter in order to prevent the filter from cracking In the following sentence, where OneGuard refers to the "grids being very dirty and broken at the bottom" and "depleted of DE, which helps trap particles to allow the water to flow through the filter freely, if this was not working properly, the DE, or dirt particles would have found its way back into my pool and there was emphatically no evidence of this in my pool that on 3/17/ Where it is referenced by OneGuard that the pressure was built up and could cause the PSI (pressure per square inch) to increase, this is optimal and needs to happen when you have in-floor popup head cleaners which is also outlined in the Owner's Manual Something I take issue with specifically relating to the comment by the technician that the pool was dirty with debris and leaves First, I asked Ms***, myself, and brought this to her attention, not the other way around, and this was also recorded in our conversationThe question was, why didn't my pool show signs of anything backing up into my pool? I explained to her that my pool was 90-95% clean and that was after I had taken the pool cover off and had no filtration for the couple of days I had to wait for them to come out I further asked her did she have photos to prove what she was claiming, and if not, why? If my pool was dirty and showing signs of the DE going back into my pool, where was this evidence she had? I have yet to see this proof, and I believe no proof was provided to the Revdex.com Further, this still does not prove OneGuard's theory that dirty grids caused this fiberglass filter to crack or develop a hole in it The photos of so-called "maintained grids" that OneGuard provided to you are not representative of a pool, nor a pool with DE, as outlined in the Owner's Manual In the last part of paragraph in OneGuard's response, I would like the Revdex.com to ask them, if possible, where they retrieved their facts from It would appear that they are guessing or making up these statements to fit there own agenda In paragraph of OneGuard's response, where they refer to the "technician's professional diagnosis", as repeatedly asked for by myself, this technician's certification and training, years on the job, etc., so as to compare with my contractors findings Contractors that have been certified and working in the business well over years with voluminous experience with these filters OneGuard's Ms [redacted] declined and refused to answer Also in paragraph of OneGuard's response, they make reference to the grids being cleaned on a routine basis According to the facts in the Owner's Manual, it is said that times per year is sufficient for the grids to be cleaned In paragraph of OneGuard's response, they refer to "the Customer Relations Team and the Authorization Team", I asked who both of these divisions were? I have yet to get an answer here either I am questioning the validity of these "departments" as well as what their training is and how they do their research However, these "teams" made the professional diagnosis from pictures taken by the Contractor, I think they are referring to the "technician" here, and spoke with the "service contractor" that performed the assessment, still unclear who this might be or their credentials, that determined that a "lack of maintenance resulted in the breakdown, which caused the filter to run at excessive high pressure, and the pool filter to crack and leak" Were there photos of proof that my filter was running higher than the range of 20-psi? I asked OneGuard to provide me with evidence of this Again, I am asking, where are they getting this ludicrous information? I now ask you to once again to refer to the Owner's Manual, which I am providing and hopefully will be in numbered sequence of this rebuttal There are so many inconsistencies in this response, I hope you can keep up, because I sure am trying Further in this paragraph, OneGuard refers to a "supervisor" Is this the same person who responded to the claim? If not, I would like to know who this person is as well In paragraph of OneGuard's response, they do acknowledge one thing, that at least one of my contractors was from a "reputable" pool company This is referring to the email and phone conversation that OneGuard had with Mr [redacted] , the contractor from [redacted] *** As they stated, I forwarded a copy of the quote Mr [redacted] gave me when he came to my home to give me a second opinion on what caused my filter to produce a hole/crack, and then he further provided me with a followup email which I also forwarded to OneGuard Once again, what they fail to mention, I pointed out in my first paragraph, OneGuard left out the part of their telephone conversation with Mr [redacted] where he told them that "he did not need to inspect the grids inside the filter to determine that this problem was caused by wear and tear" Further, in the sentence that says he "discovered a crack in the filter he believed was the result of the tank expanding and contracting Well part of this statement is true The filter is designed to expand and contract (facts are found in the Owner's Manual) This filter is specifically designed to put the desired and needed pressure to circulate through the pool cleaning pop up system so that the pressure is enough to handle the cleaning process Also, if Mr [redacted] said this, this is factual and is performing the duties as it was designed to do Where does this imply that this has anything to do with causing the filter to crack, etc.? He explicitly told OneGuard that the cause of the breakdown was due to Wear and Tear OneGuard is making things up as they go along When OneGuard's representative contacted Mr [redacted] , the contractor from [redacted] ***, the statement says, "the supervisor called to speak with him directly She specifically asked him about the condition of the filter grids." I am wondering if there was any question that asked him in his professional opinion what caused the breakdown in the filter Mr [redacted] told me that he emphatically told OneGuard that it was due to Wear and Tear and absolutely nothing to do with grids He was not there to quote a price for grids, but rather a quote and reason for the breaking down of the filter I would like you, the Revdex.com to ask the question why the supervisor "specifically" only asked about the condition of the grids and only noted this to you in their response I find this suspect that this was put in the response, but conveniently left out the specific question; "what caused the breakdown"? OneGuard's only objective here was again only give you "their" set of facts, not the whole facts presentedWhy was this particular information deliberately left out? In my opinion, they did not want the answer about the filter, but rather to focus on the grids As explained by the Manufacturer of this filter, [redacted] Pools, and their representative and Area tory District Manager, ***, my filter is about years old now and the or average length of time for these filters to last is between to years The Manufacturer told me that "I was doing something right, to get almost double the amount of time out of my filter!" I took that as an extreme compliment In reference to the LIMITATIONS AND LIABILITY paragraphs by OneGuard, in Paragraph (Hb.), Routine maintenance of appliances and equipmentYou are responsible for maintenance and cleaning of covered items as specified by the manufacturer I have proven beyond a shadow of any doubt with the truth and facts, stemming directly from the Manufacturer, the Owner's Manual and the couple of professionals I contracted to give me a second and third opinion Further I complied by continuously employing a pool company for the past or more years at $per month to come once a week to clean my pool, handle the chemicals and maintain the filter and the system I even retained the last set of grids that were changed within the last year, this after almost years of working My pool company was scheduled to clean the grids during the first week in April, as I believe he pointed out in his letter to OneGuard This was directly from the owner, ***, from [redacted] *** This man is now also doing the repair and replacement work for [redacted] and will be phasing out of the pool cleaning business and he also directly works with the Managers of [redacted] and also with ***, the Area District Manager for [redacted] Pools I find OneGuard and their "technician's" remarks that my pool was not maintained, etc., almost slanderous, but at this point nothing they say is surprising How do they make their claims? Again, their own agendaI have the facts, with the letters, the payments, etc In reference to Paragraph (Hc.), Failure of parts or components caused by the lack of Manufacturer recommended maintenance of this contract are not covered I ask, what more proof does OneGuard need? I have provided a letter from my pool cleaning contractor, I have given them the number of the Manufacturer's Representative, I also directed them to look this information up themselves, but they refuse, only in an attempt to not pay for this "covered item", governed by their own contract I am simply baffled at the blatent denial based on nothing but baseless information and not fact In the closing statement in OneGuard's response, where they say "has always acted in good faith when servicing the homeowners' and withing the parameters of the service agreement" This is laughable at best, they are not acting in anyone's best interest but their own They are not acting in Good Faith either However, they are acting! I just received another email from a forum that I joined called "poolfyi" It is run by a man who goes under the handle of MrDgvbon [redacted] He is a professional that has almost 13,followers and has several videos of how to clean a [redacted] FNS Plus Filter and also offers information on troubleshooting When I joined the forum, there was another person on there asking about the breakdown of the same filter as mine and he resides in Florida I asked the question about so-called "dirty grids" and "no DE" and dirty port valve screen and posed the question if any of these things would cause my filter to break down His response was " [redacted] , Unlikely The tank is weakened from UV sun exposure since it is made of fiberglass It can also be a defect in the filter itself that will show immediately or at a later timeI have had them crack in the first year on two accounts (covered under the one year warranty) One cracked after years for no reasonIt is wear and tear I would call [redacted] and have them send you a statement of some kind referencing that tanks crack due to age and wear, or defects The warranty company just doesn't want to pay! I asked permission to use his statement here and will be providing you with the [redacted] information and a copy of his response in an email to me I think I may have asked this question before, but I want to bring it up again I would like to know why OneGuard's technician did not take a photo of my pool running displaying the PSI on the filter? I know it was at PSI, well withing the range This directly contradicts the statements OneGuard is making that my filter expanding, being dirty, non-maintained etcetc., are and inaccurate, but more importantly, non-factual!I want to reiterate my position, especially and specifically with regard to the statement by OneGuard regarding "Lack of Maintenance"This statement only refers to the DE and Grids This statement does not directly respond to my claim for OneGuard to replace my filter This is in my informed opinion to deflect the facts to your office off the topic, which is replacing my [redacted] FNS Plus D.EFilter For example, if there was no D.Epresent at all, The grids would be the only thing that could possibly get damaged, and have to be replaced If that were to happen, the D.Ewould simply backup and go straight into the pool, which did not happen The grids are specifically designed to filter the dirt and debris which come from the pool and then sticks to the grids, in which my grids were doing exactly what they were supposed to do, collect all the dirt and debris; hence, the reason they are/were dirty Thus proving they were working properly and doing their job! If you think of a screen door on your home, if closed and properly installed, when your main door is open, only air can get in and circulate, otherwise keeping out bugs and critters; however if the screen becomes damaged, i.e., ripped, torn, etc., then there is a probability that a bug or critter or other elements are going to be able to get into your home, therefore making the "screen" ineffective, not the entire door Do I believe the house or room is going to collapse because of this..in all probability no Do I think the bugs, etc., might irritate us, most likely yes I will be including the Manufacturer's Owner's Manual with everything marked in order, hopefully matching up my rebuttal I am also enclosing the [redacted] Caretaker Owner's Manual that specifically relates to the comments regarding the port valve screen, etc I am going to include statements or references of complaints against OneGuard Home Warranty that are public knowledge on the site [redacted] I will send the email I received from the [redacted] video on the "fyi" forum I am also including a copy of the Pool Owner Liftime Warranty for [redacted] Cleaning Agreement, which reflects my name on it directly from the pool builderThis document shows the date and Warranty number, showing that I am the original pool owner and have had this pool and filter since July 2004.In closing, I would like to again thank the Revdex.com for taking my case into considerationI truly hope you can assist me in holding this company, OneGuard Home Warranty, liable for blatently disregarding all the facts in this case, as well as their own policies Please know that I do not take this case to be anything but truthful, with merit and fact and I hope you will see this as wellI respectively request for the Revdex.com to not close this complaint, "administratively" or otherwise I hope you will hold OneGuard accountable for not providing you all the facts in their response.From a very concerned citizen and disabled member of the United States Marine Corps, I am grateful that there is a place that consumers can turn when a company will not listen! Sincerely, thank you[redacted] The following is a link to the [redacted] page of reviews from other OneGuard customers http://www.homewarrantyreviews.com/reviews/oneguard-home-warranties Thank you.Regards, [redacted]

August 14, [redacted] Warranty # [redacted] Re: OneGuard Home Warranties / Revdex.com Business Response / CID [redacted] Dear Revdex.com, Thank you for allowing Customer Relations the opportunity to address the homeowner’s concerns regarding the damage and replacement of his toiletsPlease know our number one priority is to provide a level of service that exceeds our homeowners expectations and we truly apologize for any frustration he has enduredPlease be assured OneGuard intervened on the homeowner’s behalf to help resolve the situation, and as of August 12, both toilets have been replacedIn addition, we have followed up directly with the service contractor to address this specific claim and discuss learnings to avoid this type of situation from happening in the future Our team worked with the contractor to replace the first broken toilet, and arranged for a different OneGuard contractor to install a new master bathroom toiletAfter the toilet was replaced, the toilets were still experiencing clogsThe contractor returned to the home, and the service technician used an auger machine which hit a foreign object in the lineThis pushed the auger back into the hall toilet creating a breakOneGuard Authorizations communicated between the homeowner and the second contractor to come to an acceptable resolution, and the contractor returned to replace the hall toilet Thank you again for allowing Customer Relations the opportunity to review this situation firsthandAgain, we are truly sorry for the experience and appreciate the homeowner’s patience throughout, and sincerely hope this information helpsRespectfully, Samantha M [redacted] OneGuard Customer Relations [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 ceilingIn fact, the contract spoke on the phone with OneGuard Authorizations MANY times and even sending photos to Josh They both agreed that the inspector did NOT identify any type of leak in the laundry ceiling The ONLY item noted by way of the laundry or plumbing was the evidence of a PAST leak from the washer drain so unless gravity has been defied and water can now travel upward feet this is unrelated Both the contract and Josh grudgingly conceded that the leak was NOT identified on the home inspectionIf 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 hadFurther, 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 timesLastly, while their contract does indicated that they do not reimburse for outside contractors work customarily they violated the terms of the contract when they denied the claim, therefore forcing me to seek outside help Had they complied with the contract they wrote at the time of the claim I would not be seeking reimbursement Sincerely, [redacted]

Dear Revdex.com,Thank you for 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 conditions A 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 recordsThe 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 OneGuardOn 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.comPlease find the excerpt taken from the homeowner’s service agreement to further explain our 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 contractorIn 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 the information and allowing OneGuard Home Warranties the opportunity to respond and address the homeowners’ concernsPlease know our number one priority is to provide a level of service that exceeds customer expectations, and we sincerely regret the level of frustration they have endured with their claimWe have spoken directly with the homeowners and believe we have amicably resolved the situationThe OneGuard Account Executive that services their area has made arrangements for the service contractor to return to the property to replace the garbage disposal at their requestThe homeowners’ have also expressed that they no longer wish to cancel their OneGuard home warranty, and have the contact information of a supervisor in our Customer Relations department if they need additional assistanceThe Customer Relations team will ensure the claim is successfully completed and positive closure is achievedOneGuard Home Warranties respectfully requests for Revdex.com to closed this complaint ‘Resolved.’ Thank you again for allowing OneGuard the opportunity to review this informationWe sincerely hope it helps

Our home is currently for sale and our real estate agent puts a home warranty on each home she sellsWe did not ask for oneShe uses one guard warrantyThis was not a choice for usWe ended up having to use our warranty when our airconditioner stopped cooling our homeWe contacted oneguard over a month ago to have someone come and check why our aircon was not cooling properly They took over a week to have someone come and say our aircon coil needs to be replaced as it is leaking freeon They said they wanted a second opinionNo one ever sent anyone to our home for a second opinion, according to my realtorShe never had to let anyone else in the home one guard kept telling me when I called asking for updates that theyre waiting for the 2nd opinion Now its been one month no airconditioner workingI cant hold open houses and people who did come to our house to look didnt want to stay or even look because it was too hot inside to concentrateIt has lost the sale of our home several times by interested people They are telling me afew days ago that several weeks ago my claim was denied No one called to inform me or my realtor of this decisionIve been waiting for them to fix it Today I called again because christina told me two days ago she would wait until monday and have another look at the info with a manager and call me back by 10am Well, I waited all day and finally called myselfsomeone named Garrett talked to me and said she was busy and sorry but my claim has been denied There is NO reason for my claim to be denied.Its been a month of hot Texas weather It was under warranty and they are just trying to get out of paying to fix the problem They are so dishonest of a companyThey dont even have the decency to call someone and tell them when a claim has been denied My experience with this company has been terrible I would not recommend this company to anyone I will send this case to the arbitration deptTthe salesman couldnt even find the email for complaints in his company They are just horrible to deal with No return of phone calls No calls telling you its been denied or emails even Lying about second opinions and not fixing anything Causing the loss of sales on our home What a way to thank your military families while moving, Do not waste your hard earned money on this company!!!!!!!

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is very acceptable Once a supervisor was assigned to this issue, OneGuard has responded very quickly, respectfully, and appropriately to resolve not only the repair, but also the confusion over the warranty wording Their supervisor, ***, was excellent in her patient, understanding approach to deescalate the situation and quickly act upon a professional repair and complete problem resolution At the beginning of this issue, I was ready to cancel my home warranty, but now will continue with One Guard for years Regards, [redacted]

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 respondPlease 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 coverage Thank you again for allowing Customer Relations the opportunity to provide you with this informationPlease feel free to contact me directly with any questionsRespectfully, Samantha M [redacted] Team Manager OneGuard Customer Relations Direct: ###-###-####

The best home warranty company!!! My name is [redacted] and I purchased my home back in may I love this company they have save me some much $$In July my A/C went out! And I live in Arizona so it was scortching! One guard sent some one to my home that dayThe service from the A/C guy was exceptional an he was very quick! I easily saved $on that repair Recently my plumbing has been giving me some trouble and I call one guard and they are sending someone to my home early tomorrowThis company is quick and has great customer serviceYou shouldn't be scared to call your home warranty company and they make it so easy and comfortable! I love it! If you go with a home warrant company GO WITH ONE GUARD!!

OneGuard Home Warranties is terribleThey just take your premium and mislead you into thinking you're covered until you need them and then they tell you you're on your ownEven then they still want to refer you to one of their partners in crime who's in on a cut for sure Three times now they've denied meToday I called saying my washing machine broke over the weekendThey said I'm not covered, even though my contract makes no mention of an exclusion of essential appliances like a washing machineWhy have I paid my $premium every month for years when I can't even get them to cover my broken washing machine? Late last year they said my leaking outdoor faucet wasn't covered because I didn't have the main line coverageHow much more money was that supposed to be? Seems like they just want to take your money and make you think you're protected and then tell you that because you didn't pick the right a la carte option that you're not covered at allBefore that, they busted up my bathtub faucet and left it leaking even more than it was before they came They said they didn't have the parts and it was days before they came back out to fix itMeanwhile, I had to turn off my house water because the tub was leaking so bad I have paid over $2,in premiums to OneGuard (formerly Service One) over four years and they have refused to provide service on two of the three times I've had to call them, and provided very poor service the one time that they did come outI was out $today for my washer, and $last year for my hydrantWhen they came for my bathtub, they made the leak worse and I had to cut off my water for days OneGuard should provide service, and good service, to members who have paid good premiums and not leave us thinking we have coverage when we don'tI told them on the phone last October to add appliances at renewal this past February, and they said they would, but today they tell me they didn't with the excuse that the policy "autorenewed" as isB.S.! I want them to pay my $washer repair bill today

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.Thanks for taking the time to review all the details with my AC/Evaporative cooler issues Overall there are a lot of accurate details to the time line.My experiences from Oct 7th to Present were slightly different:On October 7, 2014, I contacted the property management to determine why there was not “access” to allow for thermostat wiring The property manager reached out to the tenant and confirmed nothing is in the attic to block accessOn Oct 10, 2014, I reengaged OneGuard to inform you that the attic was free and clear of any obstacles or access limitations (still true) [redacted] message was a request for me to call her back, she did not go into details of a dual thermostat.One Oct 13, 2014, I called [redacted] back and asked her if she could call back the original company that installed the evaporative cooler (2011) and find out why they failed to put a thermostat, and also to give me the price and reason for the second contractor not being able to replace the thermostat when they serviced it on July 1, 2014.On Oct 16, 2014, I personally did not receive a message.On Nov 6, 2014, I made contact with [redacted] who told me she was waiting to hear back from above said contractors She stated she would call them both back as it had been over a week, and would contact me.Nov 19th Left message with [redacted] (no reply).Nov 25th Left a message with [redacted] (no reply).At this time I kindly request one of the following:A Installation of the evaporative cooler be completed by installing the thermostat that comes as standard hardware.B Original dual thermostat be provided to me for verification of model number and unknown name brand.C Split the difference ($180ea party) to run a wire I don’t feel is necessary at this time if A and B were handle correctly the first time.I would like to reemphasis that access is not limited and also I am not asking for an upgrade of equipment, but rather the correct hardware that comes standard with an evaporative cooler installation be installed Lastly, I can find dual thermostats online for under $50, and I believe I can replace the original if given the correct Name Brand/Model Number Regards, [redacted]

From reading this response it appears that OneGuard has gained expertise in writing rebuttals to complaints and manipulating the truth In the forthcoming document I will debunk every myth, stretched truth or lie that OneGuard has stated The OneGuard team reviews the nature and cause of the issue the homeowner is experiencing, and will do everything possible to cover the claim Complete misrepresentation at the very least! OneGuard finds ways to weasel themselves out of covering claimsIt was done with my heater and with my kitchen sink/drain problemI will elaborate on each situation below Heater- OneGuard States: a-OneGuard requires that covered items are in good working condition upon the effective date of the home warranty b-OneGuard requires that covered items are in good working condition upon the effective date of the home warranty The heater was clearly not in good working condition This is firmly evidenced by the home inspection report which reveals the heater was marked as “Needs Attention” Further, the inspector noted he did not test the heater, as the unit was in disrepair, recommending immediate service How can something be declared not in good working condition if it was not tested? Most machinery that is years old is going to look oldBottom line is that the heater was not tested! Neither I nor OneGuard has the ability to determine if something works without testing itDoes the large company OneGuard bully the consumer or give the consumer the benefit of the doubt? In this case OneGuard used their size to bully the consumer c-The diagnosis provided to OneGuard from the service technician follows: The furnace is dirty and in poor operating condition When attempting to turn the heater on, smoke filled the home The control systems and blower motor are bad and not installed properly, requiring replacement He also advised this was the first time the heater was turned on by the homeowner According to one guard and their contracted technician “The control systems and blower motor are bad” Before I was forced to spend just under 8K to replace my unit I asked the technician if the control systems and blower motor controlled the A/C tooThe technician replied yesMy question to OneGuard is, if everything was in non-working condition how did the A/C work from August-November using the same parts that YOUR technician claimed was bad? Do you think a family of with children under could live in a home in Phoenix Arizona during the summer months without a working A/C unit? Secondly, why did it take OneGuard several months to create an invoice from the technician? I have asked them multiple times over the several month period to provide me with an invoice for my records d-As a good faith effort, the OneGuard Account Executive that services the homeowner’s area offered to assist him with $to apply towards the replacement of the heater, which he accepted The homeowner did not pay the $service fee for the contractor to go to the home to diagnosis the heater as outlined in the service agreement Therefore, that amount was deducted Please note OneGuard has also forwarded a copy of the invoice from Lee Collins to the homeowner per his request I appreciate the $that the Account Executive gave meI repeatedly told her that this is not a consolation prize for them denying fixing the true A/C problemTO make matters worse when I spoke to [redacted] about the heater claim (when I found problems with my leak claim) she said, “the account exec did not do it for me, she did it for my agent”, which is probably trueThe problem is [redacted] from OneGuard is manipulating what happened to make OneGuard appear that they were doing things in good faithAccording to [redacted] from OneGuard, the account exec only gave me that money because my agent sends her a lot of business e-When the homeowner originally called in for service advising of a leak under the kitchen sink, our Customer Care Advocate called several contractors on his behalf in an effort to expedite service prior to Monday Fortunately, [redacted] ’s was available to run the call The technician from [redacted] ’s advised OneGuard of the kitchen stoppage He recommended replacing the drain pipe and clean out He believed the pipe was cracked and that water was backing up into the wall He called OneGuard’s Authorization team to get approval for the repair as the cost to replace the pipe would exceed $ OneGuard provided the technician with approval to move forward with the repair Again, [redacted] from OneGuard is manipulating the story with lies to make OneGuard seen less than fraudulentOneGuard did not call multiple contractors to try to expedite the serviceOneGuard said that if I wanted emergency service there would be an additional feeI believe it was near $but I cannot be sure When OneGuard and I got off of the telephone I was left with the expectation that a contractor from [redacted] ’s would contact me MondayShortly afterwards [redacted] ’s contacted me to schedule same-day (Saturday) serviceI made it a point to ask them if I would be charged a feeThey said that I wouldn’t because they had a tech that lived by me and was in the areaIf we want to know the truth, let’s ask OneGuard to replay their recorded line that they advise people ofI would bet that they “erased” it f- The homeowner expressed discontent with the expense for access and contested the cost He spoke with a representative from OneGuard and advised he was going to get quotes from outside companies before moving forward with the repair OneGuard offered to issue the homeowner a cash out to use his own contractor to complete the repair on his own According to the homeowner, the cash out offer was not enough Based on the misdiagnosis by OneGuard and their fraudulent contractor, it turned out to be a great idea to not accept the initial diagnosisThat would have been hard earned money down the train and damage to the exterior of my homeI am not sure how the plumber diagnosed the problem without taking anything apart g-It is also our understanding the homeowner sent several text messages to the technician afterhours regarding the matter, and would only allow the technician to return to the property afterhours to complete repairs The homeowner is also stating that [redacted] ’s is refusing to provide documentation Therefore, we spoke with [redacted] ’s directly They advised they do not leave paperwork with homeowners on the charges they bill directly to OneGuard However, they provide a pink copy of their diagnosis, and will provide and invoice to the homeowner for any Cash on Delivery (COD) repairs outside of the home warranty It was our understanding as of March 17, the plumbing stoppage was completed There were not any text messages sent afterhours, your understanding is wrong or you are deliberately telling liesThe text messages were on Tuesday 03/11/from 10:46AM- 12:07PMThat was the day that the “supervisor” was suppose to come to my home to give me an estimate (see attachment)The text messages are a result of [redacted] ’s not having time to come back out to the property so the same tech (Jeremy) said he would talk it over with his bossAll that I requested was a written quoteI ask, why so secretive if you are not doing anything wrong? I DID say I would contact the Revdex.com because of the fraudulent transaction that had taken place h-The Customer Relations representative offered to send a different contractor to assess the situation and forwarded the claim to [redacted] *** The technician from [redacted] confirmed the drain was backing up and not draining He determined the arm that goes into the wall, was set in too far, and not allowing water to drain The technician pulled the arm out and cut the length down to allow the kitchen sink to drain, and it is now in working order and draining properly Fortunately, the technician from [redacted] viewed the situation from a different perspective and resolved the problem This is another lie from [redacted] at OneGuardOneGuard did not offer anythingI had to fight with [redacted] to get another company to come out to my home [redacted] repeatedly told me that is not what OneGuard doesShe refused to support the human element of the situationAny human that felt that they were lied too and taken advantage of, like me, would want another company to assess to the situationAfter multiple conversations over several days with [redacted] from OneGuard, she finally agreed to send out another company by the name of [redacted] ***Luckily, [redacted] took the time to accurately assess the situationIt turned out that the exterior brick wall did not need to be broken into; nor did the vent pipe need replacingNor did I need to come out of pocket $The problem from start to finish took [redacted] less than an hour to complete i-We apologize if [redacted] ’s provided any mis-information and if there was any breakdown in communication between the homeowner and [redacted] ’s Please know we have communicated directly with them to review the entire timeline of events with respect to this claim in an effort to improve processes We have also flagged the homeowner’s policy to no longer send [redacted] ’s to the property It is sad that you will still not accept responsibility for the actions of your staff and your contractors In closing, OneGuard did not act in good faith with the heater or the plumbing Due diligence was not done and the company did not take the time to listen to the homeownerI am more than willing to keep the lines of communication open with OneGuard to come to a mutually agreed upon resolutionThe initial requests from my original complaint still standOneGuard trusted their paid contractor who led them down the wrong road both timesBoth times the consumer (me) lost time and money OneGuard has not fulfilled their obligationsI respectfully request that the Revdex.com keep this open as an active and ongoing problem/complaintOneGuard cannot continue to participate in unfair and deceptive practices towards consumers who put their trust and hard earned money into these faulty, non-backed by a reputable company service contracts that OneGuard/Service One provides [redacted] I have attached [redacted] ’s invoice and [redacted] ***’s invoice [redacted] One shows that [redacted] ’s does leave invoices, and the other shows that a reputable company could have easily fixed my plumbing problem without trying to empty my pockets Thank you, [redacted]

Dear Revdex.com,Please find our second business response for [redacted] ***, CID [redacted] Thank you for your time and consideration September 14, [redacted] Queen Creek, AZ 85142Re: OneGuard Home Warranties Second Business Response for CID [redacted] Dear Revdex.com,Thank you for the additional information and allowing OneGuard Customer Relations the opportunity to review the homeowner’s claim again in its entiretyPlease be assured we have conducted a thorough review of all the information related to the HVAC claim and we sincerely regret the homeowner’s dissatisfaction with the decisionOneGuard has determined that the breakdown the homeowner was experiencing was in effect prior to the effective date of the home warrantyIn addition, the breakdown was not the result of a wear-and-tear breakdown due to a nail that punctured the refrigerant lineThe homeowner has since paid for the repairs to be completed outside of the OneGuard service agreement by a long-term service contractor of OneGuard, who is very well-versed in OneGuard’s coverage, and who has also explained to the homeowner why the breakdown was not covered by OneGuardPlease note, we previously provided a copy of the invoice to Revdex.com the homeowner received from the contractor which states, “Leak was from the tip of a nail.” The contractor who originally assessed the unit that services the basement on June 17, 2015, found the unit completely depleted of FreonThe technician noted the unit was also missing a service valve cap although he did not see oil residue indicating a leakHe did not find a leak in the condenser or evaporator coil, advising there was the possibility of a pinhole leakHe added one pound of Freon and returned to the property the following day to find that the Freon was depletedHe also advised that if he could not locate a leak through the indoor air handler or outside condenser, then a leak was most likely located in the line setThe OneGuard service agreement does not cover to locate leaksTherefore, the homeowner paid outside of the warranty to find where the leak was coming fromBased on his professional diagnosis, the service technician advised OneGuard that the leak was present longer than a month, meaning it was in effect prior to the warranty start date, which was May 19, Please note, at the time of purchase for the warranty, the homeowner had the option of having a home mechanical inspection completed by OneGuard which she declinedIf the homeowner would have chosen the option, our inspector would have checked all the major components of the home to ensure they were in working orderIt is in OneGuard’s opinion that the temperature split or a simple mechanical inspection for the unit that services the basement would have revealed deficiency requiring further evaluation by a qualified tradesperson in the industryThe homeowner established the warranty to pay the premiums on a monthly basis and cancelled the warranty as of July 28, We have spoken with the owner of the air conditioning company that completed the repair outside of the service agreement at length regarding the homeowner’s situation in an effort to ensure accuracyThe contractor is a long-term OneGuard service provider and a leader in the HVAC industry, and he advised the homeowner the claim would not be covered by the OneGuard service agreementSeveral representatives with OneGuard have attempted to explain the information and coverage to the homeowner as wellThe breakdown was the result of a nail in the line, which is not normalIn addition, the original contractor that was dispatched to the home discovered the unit that services the basement was completely depleted of Freon and that there was a leak in the refrigerant lineThe homeowner provided access to locate the leak confirming the location of the leak and revealing the nail in the line, which resulted in the breakdown the homeowner experienced, and depleting the unit of FreonThe contractor and homeowner both have confirmed the leak in the refrigerant line-set was caused by a nailA nail punctured and damaged the line and is not the result of a HVAC breakdownIn this case, the nail rubbing against the line is what caused it to leak Freon, and is not considered a wear-and-tear breakdown that occurs in an air conditioning systemOneGuard only covers mechanical breakdowns from normal-wear and-tearAdditionally, the unknown pre-existing conditions option protects homeowners as long as the failure was the result of wear-and-tearThe air conditioning system refrigerant lines are not designed to develop leaks, and in this case the nail rubbed the line and caused it to leak.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 applianceNote: 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.In closing, the claim for the air conditioning system is not covered under the OneGuard service agreement due to the damage to refrigerant line from non-wear-and-tearAdditionally, the breakdown was in effect before the start date of the home warrantyFurther, OneGuard will not reimburse for the cost to fix the leakThank you again for allowing OneGuard Home Warranties the opportunity to review the claim and provide additional informationWe sincerely hope it helps and respectfully request for Revdex.com to close the complaintSincerely, [redacted] OneGuard home WarrantiesTeam Manager, Customer RelationsDirect: ###-###-####

Dear Revdex.com, Please accept our business response for Complaint ID [redacted] for [redacted] Thank you for your time and consideration and know your questions are welcomed- [redacted] Customer Relations Manager /> OneGuard Home Warranties

I paid for the pool coverageMy pool turned green and I called when my pump motor made very loud strange noisesCalled one guard to send a tech, and three other pool companies for different quotes, because I do that for everythingAll pool companies said my filtration system needs a total overhaul, pump motor blown, filtration media is 40+ years old and not filtering properly, and the plumbing has leaks One guards pool guy they sent said my pump is fine and we aren't operating it properlyI don't touch it my professional pool guy does I called one guard and they told me to call the pool coThey didn't answer and mailbox is full So I spent on equipment I paid extra to have covered by this company

Thank you for allowing OneGuard Home Warranties the opportunity to complete a final review of the homeowner’s pool equipment claim, and provide additional clarificationAfter reviewing all of the claim notes, recorded calls, and testimonies of the contractors’ who have assessed and diagnosed the homeowner’s pool filter, we have concluded the claim will not be covered under the service agreementA careful analysis has been conducted before making the final decision, and this letter will further explain why the claim has been denied by OneGuard Home WarrantiesOneGuard has always acted in good faith in our efforts to service the homeowner and within the parameters of the service agreement, and never with or deceptive intent Please be assured the OneGuard Customer Relations department has completed a thorough analysis of the claim before issuing the denialCustomer Relations reviews and responds to all escalated denials on behalf of the Chief Executive OfficerOur reviews consists of research to assess if a claim was handled properly, and to ensure the denial of a claim is accurateDuring our review process for this claim, the Customer Relations team contacted the OneGuard preferred contractor who completed the diagnosis for the pool filterWe spoke directly with the owner of the company who performed the service call himselfHe reaffirmed that upon his arrival the filter was cracked and leakingOnce he opened up the filter, he found the caretaker screen to be completely cloggedAdditionally, the grids were caked with an excessive amount of dried dirt buiand debris, and were broken at the bottomThe technician forwarded pictures to OneGuard to demonstrate his findings which we have provided to the homeowner and Revdex.com in our original business responseThe condition of the grids and the caretaker screen, would not allow for water to flow freely through the system, and in his professional opinion, it caused the pounds of pressure per square inch (PSI) to build up, ultimately causing the filter to crackHe additionally advised the unit was depleted of Diatomaceous Earth (DE)In the owner’s manual provided by the homeowner it is written (page 2):• Never operate the filter in excess of three minutes without use of DE.• Operating the filter without DE will damage the filter elements.The Customer Relations department also listened to a recorded phone call from March 20, 2015, when a representative from OneGuard’s Authorization department explained the denial of the pool filter claim directly with the homeownerDuring this call, the homeowner indicated to the representative her discontent with the denial as she had a pool company servicing her poolPlease note, the homeowner further advised that she fired the pool company in February, as they were not properly maintaining the pool, and that she had specific concerns regarding the DE and if it was being added to the filter as requiredWe understand the homeowner’s frustration with the denialHowever, OneGuard cannot be held responsible for the failure which was related to the lack of proper pool maintenance, regardless of whom the homeowner feels is at fault.At the request of the homeowner, the Customer Relations team contacted the pool contractor she hired, outside of the home warranty, to assess the filterOneGuard agrees this technician works for a reputable pool company, and although not required, it was our pleasure to call and speak with himAs the homeowner indicated, our representative asked the technician about the condition of the grids upon his arrivalThe technician advised he was called to the home to provide an estimate to replace a cracked pool filter and therefore, had no reason to open the filterHe confirmed the filter was cracked and advised the homeowner that fiberglass pool filters crack over timeOneGuard agrees with this statement, and the age of a fiberglass pool filter may contribute to the failure or cracking of the unitHowever, in this specific situation, the condition of the pool filter upon our service contractor’s arrival, with dirty grids and a clogged caretaker screen, was a clear indication that a lack of the manufacturer’s recommended maintenance caused the crack and leaking, and the failure of the filterWhile OneGuard emphatically believes the pool filter failed due to lack of proper pool maintenance, we appreciate the homeowner’s service to our country and her twelve years as a OneGuard customerWe would like to offer monetary assistance toward the costs incurred for the replacement of the filterIn her rebuttal response to Revdex.com, she referenced on-line written correspondence she exchanged with “MrDgvb1.” In the conversation, she noted that she worked with [redacted] directly to replace the pool filter at a cost of $Upon approval of the homeowner, OneGuard is prepared to send a check in the amount of $to help offset the expense of a new filter We sincerely hope this additional clarification and proposed offer of resolution is accepted by the homeownerOneGuard Home Warranties has always acted in good faith in our efforts to serve the homeowner and within the parameters of the service agreement, and respectfully requests for Revdex.com close this complaint ‘Administratively’ Thank you again for your time and consideration, and please know your questions are welcomed Warmest Regards, [redacted] ***Customer Relations Specialist IIOneGuard Home Warranties