I am a Real Estate Broker in AZ For years I referred clients to another well known home warranty company I used that home warranty company for my personal residence as well, until that other company refused to renew my contract a few years ago It was then that I made the switch to OneGuardOneGuard has made numerous repairs to my home which include repairing the following: water softener, broken garage door springs, refrigerator ice maker, pool pump, garbage disposal, and the air conditioning system Today I had the heater for my pool completely replaced with a new model This would have been well over $for me to replace myself and I was able to have it replaced with OneGuard for the $service fee OneGuard has been wonderful to work with, their customer service is outstanding, and the have renewed my warranty even with all the repairs I have requested I highly recommend them to anyone looking for a home warranty!
Dear Revdex.com, Thank you for the information and allowing OneGuard's Customer Relations team the opportunity to look into this on behalf of our homeownerPlease know our top priority is to provide a level of service that always exceeds customer expectations, and we sincerely regret that did not happen in this situationPlease be assured we have been in communication with the homeowner since receiving this complaint in an effort to directly resolve, and believe we have achieved a positive outcome We completely understand the homeowner's concerns with the costs associated with this claimThe OneGuard Account Executive who services the homeowner’s area has covered the expense associated with the leak detection as a professional courtesy, and the charge of $will be billed to OneGuard directly by the contractorAdditionally, OneGuard has waived the service fee for the claim, and applied the $credit to the customer’s credit cardThe contractor has confirmed they have cancelled the city permit associated with this repair, and the homeowner has also cancelled her check for the chargesTherefore, a refund of this charge is not necessaryThis homeowner's satisfaction is extremely important to us, and she has our contact information if she needs anything further or has questions In closing, OneGuard Home Warranties respectfully requests for Revdex.com to close this complaint 'Resolved.' Thank you again for your time and consideration Sincerely, [redacted] Customer Relations Specialist II OneGuard Home Warranties
October 27, [redacted] ***Surprise, AZ 85379Warranty # [redacted] Re: Revdex.com Business Response for [redacted] / CID [redacted] Dear Revdex.com,Thank you for allowing Customer Relations the opportunity to respond to the homeowner’s complaint to address her concerns and clarify important informationPlease be assured we have always acted in good faith in our efforts to serve the homeowner and within the parameters of the warranty agreementWe have also reviewed the claim in its entirety and have attempted to explain to her why the claim is not covered under the OneGuard service agreement, which was due to the pre-existing condition of the salt cell that was in effect prior to the start date of the home warrantyWe have made these attempts in both written and verbal format to help her understand why the claim is not covered.Here is the specific timeline of events in relation to the claim and what led to our decisionThe effective date of the home warranty was August 31, Please note homeowners have the option to add or modify coverage within the first days of the warranty effective datedThe information provided below is a summary of system notes and recorded phone calls between the homeowner and OneGuard representatives.On September 30, 2016, at 12:20PM, the homeowner contacted OneGuard Customer Care to inquire about adding coverage for the saltwater pool equipment and refrigeratorShe asked if a salt sensor is covered by OneGuard, and the service representative confirmed salt cells are covered under the service agreementHowever, he specifically stated that if she was currently experiencing an issue with the salt cell and coverage was added today, the breakdown would not be covered, the new coverage would not apply to anything that is currently going on [it would be considered a pre-existing condition]She stated she was not experiencing any issues, and inquired about the No Fault coverage of the warrantyNo Fault coverage is intended to cover unknown pre-existing conditionsPlease note the warrantywas included as part of a real estate transaction and the homeowner had a home inspection completed prior to closing on the homeThe representative explained that if an item was missed during the home inspection, OneGuard service providers will perform an assessmentof the current situation and determine how long a breakdown has been in effectFor example, if the technician discovers build up or if something has been going on for a while, there is a possibility a breakdown may not be coveredHe stated that if she was not currently experiencing an issue, then she should not have to worryThe homeowner wasgoing to review the information with her husband and call back if they decided to add the coverage.On September 30, 2016, at 3:18PM, the homeowner called back to add the coverageOnce the coverage was added, the homeowner stated she never owned a pool before and wanted to create a work order to have a contractor come to the home to inspect the equipment,and tell them what they needed to do for maintenance and make sure everything is operating okay, and complete repairs if necessaryThe service representative created a work order on her behalf and forwarded it to a OneGuard service contractor.On October 6, 2016, OneGuard Authorizations received the following diagnosis from the service contractor: The salt chlorinator is not functioning properlyThere is an error code being generated that says cell temperature is too highThe display board on the automated system is not functioning and all the LCD lights are on at onceThis is most likely a pre- existing conditionAn Authorizations specialist called the homeowner and reviewed the diagnosis, advising that the contractor stated the breakdown was in effect prior to the start of the home warrantyHe inquired if the salt cell was inspected during the home inspection, and the homeowner said she did not knowShe stated she had No Fault coverage so if itwas not listed on the inspection as being damaged, then it should be coveredThe specialist asked if she would provide the home inspection report for reviewPlease note according to the terms of the service agreement, OneGuard requires that covered items are in good working condition at the start of the home warrantyTherefore, OneGuard often asks for the home inspection report to assist with repairs and determine the condition of systems at the close of the sale.The home inspection report outlined what pool equipment was present, and listed some components that were inspected such as the pool pump and heaterHowever, the salt cell was not listed in the report as a present component or being inspected (attached)The inspector recommended meeting with the current owner to go over the pool and spa operations, and to request any documentation on the pool operationIn addition, there was a recommendation of having the pool evaluated by a specialistAt this point, the Authorizations specialist placed a follow up call to the service contractor that assessed the breakdown the homeowner was experiencing and the technician advised that the inside of the salt cell was discolored and brown in color (pictures attached)He also stated that the homeowners told him they were adding chlorine to the pool, and that the salt cell never workedHe reiterated that the breakdown of the salt cell was pre-existing.Authorizations analyzed all of the information including the technician’s diagnosis and information the homeowners provided to him regarding the condition of the salt cell, the start date of the home warranty, the date the salt cell coverage was added which was the same day the homeowner created a claim for service, and the home inspection report which makes no mention of the salt cell being present or inspectedIn addition, in the original phone call with Customer Care dated September 30, the representative advised that if she was experiencing a current breakdown and added coverage for the salt cell, it would not be coveredAuthorizations concluded that the breakdown of salt cell was in existence prior to the effective date of the home warranty and not covered under the OneGuard service agreementIf the salt cell was inspected, it would have been marked as requiring further attentionThe home inspector also made the recommendation of having the pool evaluated by a specialist.On October 10, 2016, the Authorizations specialist spoke with the homeowner to explain the outcome of the claimThe homeowner insisted that she was told by OneGuard representatives that the salt cell would be coveredHowever, it was not inspected or listed on the reportPlease be assured that our representatives did not make that commitmentShe was advised that if the salt cell was inspected and not marked as deficient, it would be coveredShe was also told that if she was experiencing a breakdown on the day she added the salt cell coverage, it would not be coveredThe specialist also explained that OneGuard relies on the contractor’s assessment of the current breakdown the homeowner is experiencing who advised the breakdown was pre-existingThe homeowner felt the contractor only performed a visual inspection of the unitPlease be assured he completed a thorough assessment of the systemThe homeowner was not in agreement with the outcome of the claim and the information was relayed to Customer Relations for review and follow up with the homeowner.Customer Relations analyzed the entire claim and a specialist called the homeowner to review the outcome on October During the phone conversation, the homeowner stated that when they purchased the home, there was a ‘low salt’ message on the display of the salt cell and they decided to add coverage rather than complete work themselvesNote:She specifically stated the salt cell was not working when they moved into the homeBased on that comment, the homeowner confirmed to OneGuard the breakdown was in effect at the start of the warranty contractAccording to the terms of the service agreement, OneGuard requires that covered items are in good working condition upon its effective dateThe homeowner proceeded to advise that the previous owner emptied and refilled the poolShe had the salt tested and there was no salt in the poolShe added bags of salt, hadthe salt level tested again and then received a high temperature warningThis was prior to adding the coverage for the salt cell on September 30.Prior to calling the homeowner, the Customer Relations specialist also called the home inspector for clarification and accuracy, and relayed the information to the homeownerThe inspector stated there was no way for him to test the salt cellThe specialist advised the homeowner that No Fault coverage would not applyThe salt cell was not inspectedTherefore, OneGuard relies on the service contractor that diagnosed the system who advised the breakdown was in effect prior to the start of the warrantyAlso, to reiterate, when the homeowner called on September 30, to add the salt cell, the service representative specifically stated that if she was currently experiencing a breakdown, it would not be covered under the OneGuard service agreement.Please find the excerpts from the homeowner’s service agreement to help further explainour ACOVERAGE OVERVIEW This residential service contract is offered, administered, underwritten and serviced by OneGuard Home Warranties located at [redacted] ,***, Phoenix, AZ Toll free phone number is ###-###-####In accordance withthe terms and conditions of this contract, OneGuard will repair or replace contract holders selected covered items so long as they: aAre in good, safe working order and correctly installed at the premises on the effective date of this contract; bBecome inoperative from wear-and-tear after the effective date of this contract.FCENTURION COVERAGE / NO FAULT COVERAGECOVERED: This contract covers breakdowns caused by unknown defects and conditionsthat predate the effective date of this contract such as 1) insufficiently maintained systems,2) rust or corrosion, 3) mismatched systems, and 4) improper installation or repair so long as the mechanical failure was not known, was not caused by the current contract holder, and would not have been detectable by a state certified home inspection or a visual Inspection and simple mechanical testA visual inspection is an observation of the covered item to verify that it is structurally intact, without missing parts, and without damage or conditions that could cause imminent failure (i.ecorrosion, sediment build-up, mechanical damage, etc.)A simple mechanical test consists of operating the covered item and performing simple diagnostic tests to ensure that it operates properly and without irregular sounds, smoke, or other aboutcomesA home inspection qualifies as a visual inspection and simple mechanical test.In closing, the claim for the salt cell is not covered under the OneGuard service agreement due to the breakdown being in effect prior to the start of the warranty, and it is the homeowner’s responsibility to complete repairsWe believe the homeowner is either misrepresenting the warranty contract or wished the terms of the contract were different, and that she added coverage knowing the salt cell was in need of repairPlease know as a token of goodwill, the OneGuard Account Executive that has a working relationship with the homeowner’s real estate agent, has offered to send the homeowner a check in the amountof $to help offset the expense of a new salt cellThe check has been processed to bereceived within days at the homeowner’s property address.Thank you again for allowing Customer Relations the opportunity to provide you with this informationPlease feel free to contact me directly with any questions.Respectfully, Samantha M [redacted] Team Manager, OneGuard Customer RelationsP: ###-###-####
Dear Revdex.com,Thank you for allowing OneGuard Home Warranties the opportunity review the homeowner’s claim and provide additional clarification regarding the necessary repair to the evaporative coolerPlease know our number one priority is to provide service that always exceeds our customers’ expectations and we regret that did not happen in this situation First, please allow us to clarify the homeowners costs associated with this repairThe access charge that is not covered under the homeowner’s warranty is for the cost of running the electrical wires inside the walls of the homePlease note, areas which are not readily accessible and are covered by walls, concrete or floors are not covered under the OneGuard service agreement The homeowner has additionally requested clarification regarding why the thermostat was not replaced in when the evaporative cooler was replacedIn October 2007, the evaporative cooler was replaced under the OneGuard service agreementAt that time, the dual thermostat was working properly and did not require replacementTherefore, the new evaporative cooler was wired as necessary to work in conjunction with the dual thermostat already in placeThe dual thermostat did not require replacement until July The contractor determined the issue with the thermostat when assessing the air conditioning system that was not cooling, and advised OneGuard the dual thermostat is no longer manufacturedOneGuard authorized replacement of the thermostat to repair the air conditioning system to operate properlyThe evaporative cooler thermostat could not be replaced at the same time as it was necessary first for the homeowner to approve the non-covered charges.The non-working thermostat which was removed from the home in 2014, is not available and unfortunately, cannot be provided to the homeownerWe have reached out to the contractor and they did not take note of the make or model of this thermostatAdditionally, OneGuard researched the dual thermostat the homeowner indicated he found on-line for $The thermostat he is referring to is used in homes that have one source of heating/cooling, and want to control the temperature at varying degrees depending on the areaAn example of this would be a two story homeHomeowners often set the upstairs at a different temperature than the downstairsThe dual thermostat which operates two separate units (heating/cooling and evaporative cooler) are no longer available.OneGuard would like to present the homeowner with two options:1) OneGuard will cover the costs of all parts including the new thermostat, evaporative cooler control kit, and also the labor for connecting the new wiring to the evaporative coolerThe homeowner will agree to pay $for the labor costs for running the new low voltage wire.2) OneGuard will offer the homeowner a cash disbursement in the amount of $which is our cost for parts and labor for connecting the new wiring to the evaporative coolerHe will then be able to use a contractor of his choice to complete the repair.We sincerely hope this additional clarification explains the non-covered costs associated with the evaporative cooler repairOneGuard 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 Resolved’ Thank you again for your time and consideration and please know your questions are welcomed Sincerely, [redacted] ***Customer Relations SpecialistOneGuard Home Warranties
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. My response is that I was never given the choice of having a one guard senior tech go look at the job that [redacted] installed. They told me I needed pictures . I don't live in Arizona this is a rental property. I contacted [redacted] and they told me they have to repair any unit that is repairable even if the parts don't fit and may have to retro fit them because the unit it too old. They can't replace the unit the proper why because one guard will not allow them to do this the right way (It cost too much ). If one guard Senior Tech would go to the home and inspect the unit and send me a report that states the unit is in excellent working condition and everything is installed properly I will close the case. I mean the compressor was installed fits properly in the unit. Please take pictures ! Regards, [redacted]
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 Regards, [redacted] I do not agree with the statements from One Guard In regards to the unplugging of the unit, I told [redacted] at [redacted] Conditioning that my husband unplugged the air handler as well as the out door unit because it was blowing hot and it had a smell to it We were concerned of a fire and when they couldn't come out right away, we didn't want this to occur with our children in the basement Secondly, the next day when [redacted] came back to check to see if our unit kept it's pressure, it did not and he said that a 10PSI leakage was small and that he still could not find the leak I then had [redacted] come out on 6/22/ They were recommended by a friend because it was blistering hot in our basement where our children had to sleep When [redacted] came out they found the leak right away in the wall with his Freon device monitor and when he moved the hose that went into the wall he could hear it making a hissing sound for the leak He said the unit was completely drained from what [redacted] had put in He said this wasn't and when I told him that [redacted] said that PSI was a small leak, he told me that it was actually a huge leak for it being in the unit for one day I told [redacted] that One Guard said it was pre-existing because the unit had zero Freon I had also asked him how this would be possible when we had cool air coming out of the vents the week before He said it isn't possible and the unit wouldn't have worked at all with zero Freon On June 25, [redacted] came out and fixed the leak he said with the vibration of the unit over the years it had hit the tip of a nail He said this isn't something that a home inspector could have found With us purchasing a pre-existing condition package along with our warranty this should be covered and paid for by One Guard I have now been fighting with them to do what is right and pay for the costs of my A/C I have read so many complaints against One Guard Especially when it comes to air conditioners They want your monthly payments but when it comes to fixing anything they deny their claims Just like they did in our case This is ridiculous Sincerely, [redacted] and [redacted] ***
This company is a scam, they are playing games with the wording of their contracts, my advise is stay away from them, go find another Home Warranty company but don't use One Guard unless you want to here what isn't covered and how its not in the policyDo yourself a favor and stay away from these folks they aren't for realI fired them and am taking my business somewhere else
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]
April 8, Patrick [redacted] W [redacted] Broom Drive Chandler, AZ Re: OneGuard Home Warranties Business Response for Complaint ID [redacted] Dear Revdex.com, Thank you for allowing OneGuard Home Warranties the opportunity to look into this claim on the homeowner’s behalf and to clarify key information Please know we have reviewed the digitally recorded phone calls with respect to this complaint OneGuard has always acted in good faith and within the parameters of the service agreement, and will not be issuing reimbursement for the $service fee Here is a timeline of events and summary of the phone conversations: On February 27, 2014, [redacted] advised that it was diagnosed that the Freon lines in the wall were leaking for the [redacted] conditioning system Please note, OneGuard does not accept diagnosis from outside contractors [redacted] wanted to get an estimate from OneGuard on the cost to rep [redacted] and wanted to go through homeowner’s insurance (we believe she was referring to OneGuard - sometimes people refer to us as insurance) Our representative spent several minutes on the call, and offered to create a work order on her behalf [redacted] asked if the rep [redacted] would be covered She felt that it should be She also wanted to know how much of the cost OneGuard would cover The representative advised that if it is due to wear-and-tear it could potentially be covered The representative said, “We can definitely set up the work order for the service fee, but if the technician goes to the home and the problem you are having is not covered under the home warranty, you are still responsible for the service fee.” [redacted] agreed and said she would expect the rep [redacted] to be covered The OneGuard representative further reiterated that if the problem was not due to wear-and-tear, it would not be covered [redacted] chose to move forward with creating the work order and paid the service fee over the phone She then asked if the service fee is always due The representative replied that it was and [redacted] said, “All right.” It appears she understood Please also note, our representative never advised that if the repair was not covered that OneGuard would work with you on the service call That is not correct information Further, the OneGuard representative never placed any pressure on the homeowner to create a work order On February 28, 2014, the service contractor was dispatched to the property and provided OneGuard with the following information: The unit is low on refrigerant The homeowner had both units replaced months ago The party that installed the units had to come back twice to add more refrigerant There are no visible leaks The line sets under the slab and the leak is coming from the line in the slab He advised the line set would require replacement He explained that this could have happened when the new unit was installed 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 On March 4, 2014, [redacted] called OneGuard stating that she should not be responsible for the service fee The representative read the notes in the system regarding the claim to [redacted] and requested to speak with a supervisor, as she felt the information was not accurate The representative confirmed contact information and advised that the supervisor would review the phone call and call her back OneGuard did in fact respond and on March 6, 2014, a supervisor left a voice message for the homeowner The homeowner never returned the call and OneGuard subsequently received the Revdex.com complaint on March 27, In closing, we have reviewed the timeline of the homeowner’s claim in its entirety and OneGuard will not be reimbursing the homeowner for the service fee Per the terms of the service agreement, the service fee is rightfully due Our representative explained the service fee was due when the work order was created and the homeowner agreed to the terms OneGuard Home Warranties respectfully requests for Revdex.com to close this complaint ‘Administratively Judged Resolved’ Thank you for your time and consideration Sincerely, OneGuard Home Warranties Customer Relations Team
Thank you for allowing OneGuard Home Warranties the opportunity to address the homeowner’s concerns regarding her claim for the water heater A careful investigation has been conducted before advising the homeowner repairs would not be completed under the existing service agreement, and this letter will explain our position The OneGuard team reviews the nature and cause of the issue the homeowner is experiencing, and will do everything possible to cover the claim Please know we are required to follow the parameters set forth in the service agreement, and favor on the side of our customers when the situation is unclear Here is a review of the specific timeline of events in relation to the claim and what led to our ultimate decision: The homeowner’s original warranty coverage expired on January 30, She started a new policy with the effective date of May 11, Please note, new policies are subject to pre-existing conditions and OneGuard requires that covered items are in good working order upon the effective date of the home warranty On June 12, 2014, the homeowner initiated a claim for service advising there was no hot water A work order was created on her behalf and forwarded to our preferred service contractor The homeowner paid the $service fee as per the terms of the service agreement The $service fee is collected every time a work order is created and a service contractor is dispatched to the property to diagnose a failure Our licensed contractor was dispatched to the property on the same day and called OneGuard with the following diagnosis: The water heater is leaking and requires replacement He advised the unit has been leaking for a while as the bottom of the water heater is visibly stained with longstanding rust and corrosion, as well as the surrounding concrete floor which has rust stains The top supply line of the unit is also corroded He confirmed the failure to the unit is pre-existing, and the leaking has been going on longer for than one month as evidenced by the rust The technician also forwarded a photograph of the unit to OneGuard to demonstrate his findings (please find the attached picture) All of the information was taken into consideration by OneGuard’s Authorization team: The professional diagnosis from the service contractor, picture of the unit showing red rust deterioration, effective date of the home warranty, and the current condition of the water heater The claim would not be covered under the service agreement due to the pre-existing rusted condition of the unit prior to the effective date of the home warrantyA representative from OneGuard’s Authorization team spoke with the homeowner directly to explain the denial of the claim During the conversation, the homeowner inquired about unknown pre-existing conditions The representative advised the homeowner that she did not select optional coverage to include Undetectable Pre-existing Conditions The representative also explained that the condition of the unit would have been detected by a visual inspection, and further evaluation by a qualified tradesperson would have been recommended due to the presence of red rust which takes longer than days to advance to this state Please see the excerpt taken from the service agreement: 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 warranty contract; bBecome inoperative from wear and tear after the effective date of this warranty contract 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 request The homeowner called back and spoke with another Authorization specialist who reviewed the claim, explaining why it would not be covered as the current state of the water heater has been determined to be pre-existing The homeowner was in disagreement with the outcome Therefore, the claim was relayed to OneGuard’s Customer Relations team requesting a final review and call to the homeowner to further explain the denied claim The Customer Relations representatives analyzed the entire timeline and details of the claim, and a representative placed a follow up phone call to the homeowner, leaving a voice message In the meantime, the homeowner submitted a complaint to Revdex.com and has not returned our phone call to offer further clarification We regret the homeowner is dissatisfied with the outcome of her claim However, OneGuard has always acted in good faith and within the parameters of the service agreement In closing, OneGuard will not be making repairs to the water heater due to the pre-existing condition of the unit prior to the effective date of the policy OneGuard Home Warranties respectfully requests for Revdex.com to close this complaint ‘Administratively Judged Resolved’ Thank you for allowing OneGuard the opportunity to provide this information We sincerely hope it helps OneGuard Home Warranties Customer Relations Team
Dear Revdex.com,
OneGuard Home Warranties is actively working directly with this homeowner to resolve this complaint We will advise you of the outcome Thank you for your time and consideration
*** ***
Customer Relations
Manager
OneGuard Home Warranties
Dear Revdex.com,
Please find the attached letter regarding CID *** for *** ***Please let us know if you should have any questionsThank you again for your time and consideration
Regards, Jacqueline H***Customer Relations
Specialist II###-###-#### EXT ***
My experience with this company is simply bad and fully disagree with their policy My water heater is set to a dangerous level of scalding hot to suffice a minute shower It is a gallon tank for sq fthome and I live alone They would not replace my water heater because it works and stated my water heater was under rated for the size of the home Perhaps it's under rated for a family of or more, but it should not be set to max temp for one shower It is failing and I believe marginal performing equipment should be dealt with prior to complete failure Such as your car - repair it before you're stranded Ignoring the signs of marginal performance is foolish in my opinion I am disputing the $dollar service fee to my credit card as well
Dear *** *** ***,Please know I have been in direct communication with the homeowner and arranged for a different contractor to return to the property to assess the broken backwash handleOur contractor was at the property this morning and completed the repair on the homeowner's
behalf and replaced the handledWe believe the situation has been resolved to the homeowner's satisfaction.OneGuard Home Warranties respectfully requests for *** *** *** to close the complaint 'Resolved'Thank you for your time and considerationPlease know your questions are welcomed. Warmest regards,*** ***Customer Relations ManagerOneGuard Home WarrantiesDirect: ###-###-####
What an absolute jokeI am so sincerely sorry I ever purchased a home warranty, I should have spent my money elsewhereI called oneguard to get a plumber out to my house, to fix a leak in my upstaris tub, that had made its way to my downstairs celingOneguard found a company that called and said they couldn't get out until Monday, (I called Thursday morning to request services)I told the plumbing company they referred me to that Monday would not work, this was an emergency situation causing damage to my house, and getting worse by the minuteThey explained to me how to shut the water off, and that they would request an emergency tech come to my home, but it would be charged as after hoursPM on a Friday is after hours?!??! The plumber came, "fixed" the problem and advised us that we would be good to use the upstairs plumbing again(Where the only showers and tubs are located in the home)Saturday morning I come downstairs at am to water coming from the celing -- the issue that was "Fixed" has now made a bigger messMy floor, the drywall, and now my light fixture in my kitchen, are all wetI call oneguard and explain the situation, they told me their "only" emergency plumbing company does not open until AM - (Saturday morning) and that they would place an order with themand Am come and go and no callI'm left to follow up with these companies myselfThe plumbing company gives me a time frame of 12-I ask them to leave the work order open, to ensure I get SOMEONE out there to fix it, and call oneguard to see if theres anyone else they can send outThey advised me their was no one else IN ALL OF THE PHOENIX AREA that could do an emergency service callWhat??? No one else? So i'm sitting here, waiting for a call back from a company I have already paid to do a jobMy celing is wet, and getting worse as time goes by as the water is spreading, it has now been 48+ hours - enough time for mold to set in, and place my mothers health at riskShe has a documented respiratory condition, and all oneguard could tell me was they were sorry, they would recommend I leave the home and stay with family or friends, as they did all they could in sending my work order to another companyBTW, they don't cover secondary damages (The drywall and electrical that are soaked) and will not put us up in a hotel if the water to my house has to be shut off until their referred company can resolve the issue, which their tech made worse, mind you they have 'no other" emergency plumbersI would not recommend this company to anyone, and I am so sorry I gave them one red cent of my hard earned money for a home warrantyI can find my own companies to come out - probably one that understands what an EMERGENCY is, and get better customer serviceOneguards reps could care less when I called and told me they "did all they could do, in referring me to a company that couldn't show up for another 6+ hoursThanks for all the drywall and (possible) electrical damage oneguard, your services have been a tremendous waste of my time, and moneyI will be calling to cancel my home warranty with 6+ months remainingAbsoluely atrocious way of doing businessI hope you never find yourselves in my position, and if you do, I hope your warranty company is more understanding than mine
The response, from One Guard is a combination of a generic, canned response and deliberate smoke and mirrorsI have been more than patient in this matterI have made more than reasonable attempts to afford them numerous opportunities to assess the problem(s) with my stand alone ice makerI have invested enough of my time and moneyI'm not asking for anything I'm not dueI have been dealing with same issue for way too longI have the dates and names of the people I have spoken toThis situation far exceeds "reasonable and customary" time to repair or replace said ice makerI obviously like the warranty plan, as I have renewed the planHowever, the runaround I have gotten seems like a way to avoid replacing itReps tell me they will c*** me back and don'tI ask one question and get answers and other frustrating actionsBetween July and March alone I have had numerous communications with them and to date my ice maker is still nonfunctionalI have the recorded calls and notes I've taken to refute their stance that they " have always acted in good faith and within the parameters of the service agreement in our efforts to serve the homeownerOneGuard Authorizations and Customer Relations have made several attempts to talk with the homeowner directly to work through the situation and offer our assistanceThe homeowner is holding up the process by not allowing us the opportunity to assess the unit"Why would I continue to follow their claim policy procedures only to get the same lackluster responeHow many times am I supposed to let them "assess the unit"? The amount of time and parts replaced, the ice maker could have been rebuiltInstead, One Guard chooses to 'place a band aid over a wound method' instead of doing the right thing which is replace the itemIt's clearly not a monetary issue, based on my homes aesthetics I take great care and pride in my home, which includes my appliances
Dear Revdex.com,Thank you for allowing OneGuard Home Warranties the opportunity to explain why the claim for the pool equipment is not covered under the OneGuard service agreement, which was caused by non-wear-and-tearPlease be assured OneGuard has been in direct
communication with the homeowner in an effort to resolve the situationThe 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.The homeowner established a work order for his pool pump that was not workingThe service technician that diagnosed the system, advised OneGuard that there were two pumps, and both pumps were shorted out from waterWhile the technician was on site, the homeowner’s son was also thereThe son disclosed that he turned the spa on because he was going to use itHe forgot about it and leftWhen his parents came home, they called him to let him know the yard was floodedThe technician advised Oneguard that about 8” of water flowed back into the area where the pool equipment is located, and shorted out both of the motorsIn a conversation with the technician, the homeowner also advised the equipment had gotten wetThe technician forward pictures to OneGuard to demonstrate his findings and expressed to OneGuard that he is certain the breakdown was due to flooding A representative from OneGuard’s Authorization team spoke with the homeowner, advising the repair was not covered due to the breakdown being the result of flooding, and not caused by wear-and-tearThe homeowner disagreed and the claim was relayed to the Customer Relations team for review and follow up with the homeowner.A supervisor from the Customer Relations team arranged for a second opinion contractor to diagnose the breakdownPlease note, OneGuard does not provide the contractor with the diagnosis from the first contractorThe contractor receives the original work order and the only information included is the breakdown the homeowner is experiencingOur goal is to send a fresh set of eyes to assess the situationThe second opinion contractor advised that the bearings have gone out, and the motor was flooded outHe opened up the equipment and discovered water inside the motor as well as calcium build upThere were also a lot of leaves surrounding the equipment covering the breathing holesThe technician forwarded pictures to OneGuard to demonstrate his findings.The supervisor from the Customer Relations team followed up with the homeowner, advising the second opinion contractor confirmed the breakdown was due to water inside of the equipment, and not covered under the OneGuard service agreementThe flooding of the motor shorted out the equipment, and is not considered a wear-and-tear breakdownAt that point, the homeowner disconnected the callThe following day an attorney called on behalf of his client, and asked our Customer Relations supervisor questions regarding the claim, and also asked for a copy of the homeowner’s service agreement, which she e-mailed to him.In closing, OneGuard Home Warranties respectfully requests for Revdex.com to close this complaintThe breakdown is not covered under the OneGuard service agreementFlooding is not considered a wear-and-tear conditionAdditionally, the homeowner has sought legal representationThank you again for allowing OneGuard the opportunity to provide you with this informationPlease feel free to contact me directly with any questions Sincerely,*** ***Customer Relations ManagerOneGuard Home WarrantiesDirect: ###-###-####
One Guard takes zero responsibility for the vendors they choose They find any way possible to get out of having to pay thing they state should be paid for in their contracts I WOULD NEVER USE THIS COMPANY AGAIN!
Dear Revdex.com,
We are working directly with the homeowner to amicably address his concernsMay we request for you to forward this complaint to Revdex.com file located in Dallas, TX?
Kindest regards,
Samantha M***
Team Manager, Customer
Relations*** ***
I am a Real Estate Broker in AZ For years I referred clients to another well known home warranty company I used that home warranty company for my personal residence as well, until that other company refused to renew my contract a few years ago It was then that I made the switch to OneGuardOneGuard has made numerous repairs to my home which include repairing the following: water softener, broken garage door springs, refrigerator ice maker, pool pump, garbage disposal, and the air conditioning system Today I had the heater for my pool completely replaced with a new model This would have been well over $for me to replace myself and I was able to have it replaced with OneGuard for the $service fee OneGuard has been wonderful to work with, their customer service is outstanding, and the have renewed my warranty even with all the repairs I have requested I highly recommend them to anyone looking for a home warranty!
Dear Revdex.com, Thank you for the information and allowing OneGuard's Customer Relations team the opportunity to look into this on behalf of our homeownerPlease know our top priority is to provide a level of service that always exceeds customer expectations, and we sincerely regret that did not happen in this situationPlease be assured we have been in communication with the homeowner since receiving this complaint in an effort to directly resolve, and believe we have achieved a positive outcome We completely understand the homeowner's concerns with the costs associated with this claimThe OneGuard Account Executive who services the homeowner’s area has covered the expense associated with the leak detection as a professional courtesy, and the charge of $will be billed to OneGuard directly by the contractorAdditionally, OneGuard has waived the service fee for the claim, and applied the $credit to the customer’s credit cardThe contractor has confirmed they have cancelled the city permit associated with this repair, and the homeowner has also cancelled her check for the chargesTherefore, a refund of this charge is not necessaryThis homeowner's satisfaction is extremely important to us, and she has our contact information if she needs anything further or has questions In closing, OneGuard Home Warranties respectfully requests for Revdex.com to close this complaint 'Resolved.' Thank you again for your time and consideration Sincerely, [redacted] Customer Relations Specialist II OneGuard Home Warranties
October 27, [redacted] ***Surprise, AZ 85379Warranty # [redacted] Re: Revdex.com Business Response for [redacted] / CID [redacted] Dear Revdex.com,Thank you for allowing Customer Relations the opportunity to respond to the homeowner’s complaint to address her concerns and clarify important informationPlease be assured we have always acted in good faith in our efforts to serve the homeowner and within the parameters of the warranty agreementWe have also reviewed the claim in its entirety and have attempted to explain to her why the claim is not covered under the OneGuard service agreement, which was due to the pre-existing condition of the salt cell that was in effect prior to the start date of the home warrantyWe have made these attempts in both written and verbal format to help her understand why the claim is not covered.Here is the specific timeline of events in relation to the claim and what led to our decisionThe effective date of the home warranty was August 31, Please note homeowners have the option to add or modify coverage within the first days of the warranty effective datedThe information provided below is a summary of system notes and recorded phone calls between the homeowner and OneGuard representatives.On September 30, 2016, at 12:20PM, the homeowner contacted OneGuard Customer Care to inquire about adding coverage for the saltwater pool equipment and refrigeratorShe asked if a salt sensor is covered by OneGuard, and the service representative confirmed salt cells are covered under the service agreementHowever, he specifically stated that if she was currently experiencing an issue with the salt cell and coverage was added today, the breakdown would not be covered, the new coverage would not apply to anything that is currently going on [it would be considered a pre-existing condition]She stated she was not experiencing any issues, and inquired about the No Fault coverage of the warrantyNo Fault coverage is intended to cover unknown pre-existing conditionsPlease note the warrantywas included as part of a real estate transaction and the homeowner had a home inspection completed prior to closing on the homeThe representative explained that if an item was missed during the home inspection, OneGuard service providers will perform an assessmentof the current situation and determine how long a breakdown has been in effectFor example, if the technician discovers build up or if something has been going on for a while, there is a possibility a breakdown may not be coveredHe stated that if she was not currently experiencing an issue, then she should not have to worryThe homeowner wasgoing to review the information with her husband and call back if they decided to add the coverage.On September 30, 2016, at 3:18PM, the homeowner called back to add the coverageOnce the coverage was added, the homeowner stated she never owned a pool before and wanted to create a work order to have a contractor come to the home to inspect the equipment,and tell them what they needed to do for maintenance and make sure everything is operating okay, and complete repairs if necessaryThe service representative created a work order on her behalf and forwarded it to a OneGuard service contractor.On October 6, 2016, OneGuard Authorizations received the following diagnosis from the service contractor: The salt chlorinator is not functioning properlyThere is an error code being generated that says cell temperature is too highThe display board on the automated system is not functioning and all the LCD lights are on at onceThis is most likely a pre- existing conditionAn Authorizations specialist called the homeowner and reviewed the diagnosis, advising that the contractor stated the breakdown was in effect prior to the start of the home warrantyHe inquired if the salt cell was inspected during the home inspection, and the homeowner said she did not knowShe stated she had No Fault coverage so if itwas not listed on the inspection as being damaged, then it should be coveredThe specialist asked if she would provide the home inspection report for reviewPlease note according to the terms of the service agreement, OneGuard requires that covered items are in good working condition at the start of the home warrantyTherefore, OneGuard often asks for the home inspection report to assist with repairs and determine the condition of systems at the close of the sale.The home inspection report outlined what pool equipment was present, and listed some components that were inspected such as the pool pump and heaterHowever, the salt cell was not listed in the report as a present component or being inspected (attached)The inspector recommended meeting with the current owner to go over the pool and spa operations, and to request any documentation on the pool operationIn addition, there was a recommendation of having the pool evaluated by a specialistAt this point, the Authorizations specialist placed a follow up call to the service contractor that assessed the breakdown the homeowner was experiencing and the technician advised that the inside of the salt cell was discolored and brown in color (pictures attached)He also stated that the homeowners told him they were adding chlorine to the pool, and that the salt cell never workedHe reiterated that the breakdown of the salt cell was pre-existing.Authorizations analyzed all of the information including the technician’s diagnosis and information the homeowners provided to him regarding the condition of the salt cell, the start date of the home warranty, the date the salt cell coverage was added which was the same day the homeowner created a claim for service, and the home inspection report which makes no mention of the salt cell being present or inspectedIn addition, in the original phone call with Customer Care dated September 30, the representative advised that if she was experiencing a current breakdown and added coverage for the salt cell, it would not be coveredAuthorizations concluded that the breakdown of salt cell was in existence prior to the effective date of the home warranty and not covered under the OneGuard service agreementIf the salt cell was inspected, it would have been marked as requiring further attentionThe home inspector also made the recommendation of having the pool evaluated by a specialist.On October 10, 2016, the Authorizations specialist spoke with the homeowner to explain the outcome of the claimThe homeowner insisted that she was told by OneGuard representatives that the salt cell would be coveredHowever, it was not inspected or listed on the reportPlease be assured that our representatives did not make that commitmentShe was advised that if the salt cell was inspected and not marked as deficient, it would be coveredShe was also told that if she was experiencing a breakdown on the day she added the salt cell coverage, it would not be coveredThe specialist also explained that OneGuard relies on the contractor’s assessment of the current breakdown the homeowner is experiencing who advised the breakdown was pre-existingThe homeowner felt the contractor only performed a visual inspection of the unitPlease be assured he completed a thorough assessment of the systemThe homeowner was not in agreement with the outcome of the claim and the information was relayed to Customer Relations for review and follow up with the homeowner.Customer Relations analyzed the entire claim and a specialist called the homeowner to review the outcome on October During the phone conversation, the homeowner stated that when they purchased the home, there was a ‘low salt’ message on the display of the salt cell and they decided to add coverage rather than complete work themselvesNote:She specifically stated the salt cell was not working when they moved into the homeBased on that comment, the homeowner confirmed to OneGuard the breakdown was in effect at the start of the warranty contractAccording to the terms of the service agreement, OneGuard requires that covered items are in good working condition upon its effective dateThe homeowner proceeded to advise that the previous owner emptied and refilled the poolShe had the salt tested and there was no salt in the poolShe added bags of salt, hadthe salt level tested again and then received a high temperature warningThis was prior to adding the coverage for the salt cell on September 30.Prior to calling the homeowner, the Customer Relations specialist also called the home inspector for clarification and accuracy, and relayed the information to the homeownerThe inspector stated there was no way for him to test the salt cellThe specialist advised the homeowner that No Fault coverage would not applyThe salt cell was not inspectedTherefore, OneGuard relies on the service contractor that diagnosed the system who advised the breakdown was in effect prior to the start of the warrantyAlso, to reiterate, when the homeowner called on September 30, to add the salt cell, the service representative specifically stated that if she was currently experiencing a breakdown, it would not be covered under the OneGuard service agreement.Please find the excerpts from the homeowner’s service agreement to help further explainour ACOVERAGE OVERVIEW This residential service contract is offered, administered, underwritten and serviced by OneGuard Home Warranties located at [redacted] ,***, Phoenix, AZ Toll free phone number is ###-###-####In accordance withthe terms and conditions of this contract, OneGuard will repair or replace contract holders selected covered items so long as they: aAre in good, safe working order and correctly installed at the premises on the effective date of this contract; bBecome inoperative from wear-and-tear after the effective date of this contract.FCENTURION COVERAGE / NO FAULT COVERAGECOVERED: This contract covers breakdowns caused by unknown defects and conditionsthat predate the effective date of this contract such as 1) insufficiently maintained systems,2) rust or corrosion, 3) mismatched systems, and 4) improper installation or repair so long as the mechanical failure was not known, was not caused by the current contract holder, and would not have been detectable by a state certified home inspection or a visual Inspection and simple mechanical testA visual inspection is an observation of the covered item to verify that it is structurally intact, without missing parts, and without damage or conditions that could cause imminent failure (i.ecorrosion, sediment build-up, mechanical damage, etc.)A simple mechanical test consists of operating the covered item and performing simple diagnostic tests to ensure that it operates properly and without irregular sounds, smoke, or other aboutcomesA home inspection qualifies as a visual inspection and simple mechanical test.In closing, the claim for the salt cell is not covered under the OneGuard service agreement due to the breakdown being in effect prior to the start of the warranty, and it is the homeowner’s responsibility to complete repairsWe believe the homeowner is either misrepresenting the warranty contract or wished the terms of the contract were different, and that she added coverage knowing the salt cell was in need of repairPlease know as a token of goodwill, the OneGuard Account Executive that has a working relationship with the homeowner’s real estate agent, has offered to send the homeowner a check in the amountof $to help offset the expense of a new salt cellThe check has been processed to bereceived within days at the homeowner’s property address.Thank you again for allowing Customer Relations the opportunity to provide you with this informationPlease feel free to contact me directly with any questions.Respectfully, Samantha M [redacted] Team Manager, OneGuard Customer RelationsP: ###-###-####
Dear Revdex.com,Thank you for allowing OneGuard Home Warranties the opportunity review the homeowner’s claim and provide additional clarification regarding the necessary repair to the evaporative coolerPlease know our number one priority is to provide service that always exceeds our customers’ expectations and we regret that did not happen in this situation First, please allow us to clarify the homeowners costs associated with this repairThe access charge that is not covered under the homeowner’s warranty is for the cost of running the electrical wires inside the walls of the homePlease note, areas which are not readily accessible and are covered by walls, concrete or floors are not covered under the OneGuard service agreement The homeowner has additionally requested clarification regarding why the thermostat was not replaced in when the evaporative cooler was replacedIn October 2007, the evaporative cooler was replaced under the OneGuard service agreementAt that time, the dual thermostat was working properly and did not require replacementTherefore, the new evaporative cooler was wired as necessary to work in conjunction with the dual thermostat already in placeThe dual thermostat did not require replacement until July The contractor determined the issue with the thermostat when assessing the air conditioning system that was not cooling, and advised OneGuard the dual thermostat is no longer manufacturedOneGuard authorized replacement of the thermostat to repair the air conditioning system to operate properlyThe evaporative cooler thermostat could not be replaced at the same time as it was necessary first for the homeowner to approve the non-covered charges.The non-working thermostat which was removed from the home in 2014, is not available and unfortunately, cannot be provided to the homeownerWe have reached out to the contractor and they did not take note of the make or model of this thermostatAdditionally, OneGuard researched the dual thermostat the homeowner indicated he found on-line for $The thermostat he is referring to is used in homes that have one source of heating/cooling, and want to control the temperature at varying degrees depending on the areaAn example of this would be a two story homeHomeowners often set the upstairs at a different temperature than the downstairsThe dual thermostat which operates two separate units (heating/cooling and evaporative cooler) are no longer available.OneGuard would like to present the homeowner with two options:1) OneGuard will cover the costs of all parts including the new thermostat, evaporative cooler control kit, and also the labor for connecting the new wiring to the evaporative coolerThe homeowner will agree to pay $for the labor costs for running the new low voltage wire.2) OneGuard will offer the homeowner a cash disbursement in the amount of $which is our cost for parts and labor for connecting the new wiring to the evaporative coolerHe will then be able to use a contractor of his choice to complete the repair.We sincerely hope this additional clarification explains the non-covered costs associated with the evaporative cooler repairOneGuard 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 Resolved’ Thank you again for your time and consideration and please know your questions are welcomed Sincerely, [redacted] ***Customer Relations SpecialistOneGuard Home Warranties
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. My response is that I was never given the choice of having a one guard senior tech go look at the job that [redacted] installed. They told me I needed pictures . I don't live in Arizona this is a rental property. I contacted [redacted] and they told me they have to repair any unit that is repairable even if the parts don't fit and may have to retro fit them because the unit it too old. They can't replace the unit the proper why because one guard will not allow them to do this the right way (It cost too much ). If one guard Senior Tech would go to the home and inspect the unit and send me a report that states the unit is in excellent working condition and everything is installed properly I will close the case. I mean the compressor was installed fits properly in the unit. Please take pictures ! Regards, [redacted]
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 Regards, [redacted] I do not agree with the statements from One Guard In regards to the unplugging of the unit, I told [redacted] at [redacted] Conditioning that my husband unplugged the air handler as well as the out door unit because it was blowing hot and it had a smell to it We were concerned of a fire and when they couldn't come out right away, we didn't want this to occur with our children in the basement Secondly, the next day when [redacted] came back to check to see if our unit kept it's pressure, it did not and he said that a 10PSI leakage was small and that he still could not find the leak I then had [redacted] come out on 6/22/ They were recommended by a friend because it was blistering hot in our basement where our children had to sleep When [redacted] came out they found the leak right away in the wall with his Freon device monitor and when he moved the hose that went into the wall he could hear it making a hissing sound for the leak He said the unit was completely drained from what [redacted] had put in He said this wasn't and when I told him that [redacted] said that PSI was a small leak, he told me that it was actually a huge leak for it being in the unit for one day I told [redacted] that One Guard said it was pre-existing because the unit had zero Freon I had also asked him how this would be possible when we had cool air coming out of the vents the week before He said it isn't possible and the unit wouldn't have worked at all with zero Freon On June 25, [redacted] came out and fixed the leak he said with the vibration of the unit over the years it had hit the tip of a nail He said this isn't something that a home inspector could have found With us purchasing a pre-existing condition package along with our warranty this should be covered and paid for by One Guard I have now been fighting with them to do what is right and pay for the costs of my A/C I have read so many complaints against One Guard Especially when it comes to air conditioners They want your monthly payments but when it comes to fixing anything they deny their claims Just like they did in our case This is ridiculous Sincerely, [redacted] and [redacted] ***
This company is a scam, they are playing games with the wording of their contracts, my advise is stay away from them, go find another Home Warranty company but don't use One Guard unless you want to here what isn't covered and how its not in the policyDo yourself a favor and stay away from these folks they aren't for realI fired them and am taking my business somewhere else
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]
April 8, Patrick [redacted] W [redacted] Broom Drive Chandler, AZ Re: OneGuard Home Warranties Business Response for Complaint ID [redacted] Dear Revdex.com, Thank you for allowing OneGuard Home Warranties the opportunity to look into this claim on the homeowner’s behalf and to clarify key information Please know we have reviewed the digitally recorded phone calls with respect to this complaint OneGuard has always acted in good faith and within the parameters of the service agreement, and will not be issuing reimbursement for the $service fee Here is a timeline of events and summary of the phone conversations: On February 27, 2014, [redacted] advised that it was diagnosed that the Freon lines in the wall were leaking for the [redacted] conditioning system Please note, OneGuard does not accept diagnosis from outside contractors [redacted] wanted to get an estimate from OneGuard on the cost to rep [redacted] and wanted to go through homeowner’s insurance (we believe she was referring to OneGuard - sometimes people refer to us as insurance) Our representative spent several minutes on the call, and offered to create a work order on her behalf [redacted] asked if the rep [redacted] would be covered She felt that it should be She also wanted to know how much of the cost OneGuard would cover The representative advised that if it is due to wear-and-tear it could potentially be covered The representative said, “We can definitely set up the work order for the service fee, but if the technician goes to the home and the problem you are having is not covered under the home warranty, you are still responsible for the service fee.” [redacted] agreed and said she would expect the rep [redacted] to be covered The OneGuard representative further reiterated that if the problem was not due to wear-and-tear, it would not be covered [redacted] chose to move forward with creating the work order and paid the service fee over the phone She then asked if the service fee is always due The representative replied that it was and [redacted] said, “All right.” It appears she understood Please also note, our representative never advised that if the repair was not covered that OneGuard would work with you on the service call That is not correct information Further, the OneGuard representative never placed any pressure on the homeowner to create a work order On February 28, 2014, the service contractor was dispatched to the property and provided OneGuard with the following information: The unit is low on refrigerant The homeowner had both units replaced months ago The party that installed the units had to come back twice to add more refrigerant There are no visible leaks The line sets under the slab and the leak is coming from the line in the slab He advised the line set would require replacement He explained that this could have happened when the new unit was installed 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 On March 4, 2014, [redacted] called OneGuard stating that she should not be responsible for the service fee The representative read the notes in the system regarding the claim to [redacted] and requested to speak with a supervisor, as she felt the information was not accurate The representative confirmed contact information and advised that the supervisor would review the phone call and call her back OneGuard did in fact respond and on March 6, 2014, a supervisor left a voice message for the homeowner The homeowner never returned the call and OneGuard subsequently received the Revdex.com complaint on March 27, In closing, we have reviewed the timeline of the homeowner’s claim in its entirety and OneGuard will not be reimbursing the homeowner for the service fee Per the terms of the service agreement, the service fee is rightfully due Our representative explained the service fee was due when the work order was created and the homeowner agreed to the terms OneGuard Home Warranties respectfully requests for Revdex.com to close this complaint ‘Administratively Judged Resolved’ Thank you for your time and consideration Sincerely, OneGuard Home Warranties Customer Relations Team
Thank you for allowing OneGuard Home Warranties the opportunity to address the homeowner’s concerns regarding her claim for the water heater A careful investigation has been conducted before advising the homeowner repairs would not be completed under the existing service agreement, and this letter will explain our position The OneGuard team reviews the nature and cause of the issue the homeowner is experiencing, and will do everything possible to cover the claim Please know we are required to follow the parameters set forth in the service agreement, and favor on the side of our customers when the situation is unclear Here is a review of the specific timeline of events in relation to the claim and what led to our ultimate decision: The homeowner’s original warranty coverage expired on January 30, She started a new policy with the effective date of May 11, Please note, new policies are subject to pre-existing conditions and OneGuard requires that covered items are in good working order upon the effective date of the home warranty On June 12, 2014, the homeowner initiated a claim for service advising there was no hot water A work order was created on her behalf and forwarded to our preferred service contractor The homeowner paid the $service fee as per the terms of the service agreement The $service fee is collected every time a work order is created and a service contractor is dispatched to the property to diagnose a failure Our licensed contractor was dispatched to the property on the same day and called OneGuard with the following diagnosis: The water heater is leaking and requires replacement He advised the unit has been leaking for a while as the bottom of the water heater is visibly stained with longstanding rust and corrosion, as well as the surrounding concrete floor which has rust stains The top supply line of the unit is also corroded He confirmed the failure to the unit is pre-existing, and the leaking has been going on longer for than one month as evidenced by the rust The technician also forwarded a photograph of the unit to OneGuard to demonstrate his findings (please find the attached picture) All of the information was taken into consideration by OneGuard’s Authorization team: The professional diagnosis from the service contractor, picture of the unit showing red rust deterioration, effective date of the home warranty, and the current condition of the water heater The claim would not be covered under the service agreement due to the pre-existing rusted condition of the unit prior to the effective date of the home warrantyA representative from OneGuard’s Authorization team spoke with the homeowner directly to explain the denial of the claim During the conversation, the homeowner inquired about unknown pre-existing conditions The representative advised the homeowner that she did not select optional coverage to include Undetectable Pre-existing Conditions The representative also explained that the condition of the unit would have been detected by a visual inspection, and further evaluation by a qualified tradesperson would have been recommended due to the presence of red rust which takes longer than days to advance to this state Please see the excerpt taken from the service agreement: 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 warranty contract; bBecome inoperative from wear and tear after the effective date of this warranty contract 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 request The homeowner called back and spoke with another Authorization specialist who reviewed the claim, explaining why it would not be covered as the current state of the water heater has been determined to be pre-existing The homeowner was in disagreement with the outcome Therefore, the claim was relayed to OneGuard’s Customer Relations team requesting a final review and call to the homeowner to further explain the denied claim The Customer Relations representatives analyzed the entire timeline and details of the claim, and a representative placed a follow up phone call to the homeowner, leaving a voice message In the meantime, the homeowner submitted a complaint to Revdex.com and has not returned our phone call to offer further clarification We regret the homeowner is dissatisfied with the outcome of her claim However, OneGuard has always acted in good faith and within the parameters of the service agreement In closing, OneGuard will not be making repairs to the water heater due to the pre-existing condition of the unit prior to the effective date of the policy OneGuard Home Warranties respectfully requests for Revdex.com to close this complaint ‘Administratively Judged Resolved’ Thank you for allowing OneGuard the opportunity to provide this information We sincerely hope it helps OneGuard Home Warranties Customer Relations Team
Dear Revdex.com,
OneGuard Home Warranties is actively working directly with this homeowner to resolve this complaint We will advise you of the outcome Thank you for your time and consideration
*** ***
Customer Relations
Manager
OneGuard Home Warranties
Dear Revdex.com,
Please find the attached letter regarding CID *** for *** ***Please let us know if you should have any questionsThank you again for your time and consideration
Regards, Jacqueline H***Customer Relations
Specialist II###-###-#### EXT ***
My experience with this company is simply bad and fully disagree with their policy My water heater is set to a dangerous level of scalding hot to suffice a minute shower It is a gallon tank for sq fthome and I live alone They would not replace my water heater because it works and stated my water heater was under rated for the size of the home Perhaps it's under rated for a family of or more, but it should not be set to max temp for one shower It is failing and I believe marginal performing equipment should be dealt with prior to complete failure Such as your car - repair it before you're stranded Ignoring the signs of marginal performance is foolish in my opinion I am disputing the $dollar service fee to my credit card as well
Dear *** *** ***,Please know I have been in direct communication with the homeowner and arranged for a different contractor to return to the property to assess the broken backwash handleOur contractor was at the property this morning and completed the repair on the homeowner's
behalf and replaced the handledWe believe the situation has been resolved to the homeowner's satisfaction.OneGuard Home Warranties respectfully requests for *** *** *** to close the complaint 'Resolved'Thank you for your time and considerationPlease know your questions are welcomed. Warmest regards,*** ***Customer Relations ManagerOneGuard Home WarrantiesDirect: ###-###-####
What an absolute jokeI am so sincerely sorry I ever purchased a home warranty, I should have spent my money elsewhereI called oneguard to get a plumber out to my house, to fix a leak in my upstaris tub, that had made its way to my downstairs celingOneguard found a company that called and said they couldn't get out until Monday, (I called Thursday morning to request services)I told the plumbing company they referred me to that Monday would not work, this was an emergency situation causing damage to my house, and getting worse by the minuteThey explained to me how to shut the water off, and that they would request an emergency tech come to my home, but it would be charged as after hoursPM on a Friday is after hours?!??! The plumber came, "fixed" the problem and advised us that we would be good to use the upstairs plumbing again(Where the only showers and tubs are located in the home)Saturday morning I come downstairs at am to water coming from the celing -- the issue that was "Fixed" has now made a bigger messMy floor, the drywall, and now my light fixture in my kitchen, are all wetI call oneguard and explain the situation, they told me their "only" emergency plumbing company does not open until AM - (Saturday morning) and that they would place an order with themand Am come and go and no callI'm left to follow up with these companies myselfThe plumbing company gives me a time frame of 12-I ask them to leave the work order open, to ensure I get SOMEONE out there to fix it, and call oneguard to see if theres anyone else they can send outThey advised me their was no one else IN ALL OF THE PHOENIX AREA that could do an emergency service callWhat??? No one else? So i'm sitting here, waiting for a call back from a company I have already paid to do a jobMy celing is wet, and getting worse as time goes by as the water is spreading, it has now been 48+ hours - enough time for mold to set in, and place my mothers health at riskShe has a documented respiratory condition, and all oneguard could tell me was they were sorry, they would recommend I leave the home and stay with family or friends, as they did all they could in sending my work order to another companyBTW, they don't cover secondary damages (The drywall and electrical that are soaked) and will not put us up in a hotel if the water to my house has to be shut off until their referred company can resolve the issue, which their tech made worse, mind you they have 'no other" emergency plumbersI would not recommend this company to anyone, and I am so sorry I gave them one red cent of my hard earned money for a home warrantyI can find my own companies to come out - probably one that understands what an EMERGENCY is, and get better customer serviceOneguards reps could care less when I called and told me they "did all they could do, in referring me to a company that couldn't show up for another 6+ hoursThanks for all the drywall and (possible) electrical damage oneguard, your services have been a tremendous waste of my time, and moneyI will be calling to cancel my home warranty with 6+ months remainingAbsoluely atrocious way of doing businessI hope you never find yourselves in my position, and if you do, I hope your warranty company is more understanding than mine
The response, from One Guard is a combination of a generic, canned response and deliberate smoke and mirrorsI have been more than patient in this matterI have made more than reasonable attempts to afford them numerous opportunities to assess the problem(s) with my stand alone ice makerI have invested enough of my time and moneyI'm not asking for anything I'm not dueI have been dealing with same issue for way too longI have the dates and names of the people I have spoken toThis situation far exceeds "reasonable and customary" time to repair or replace said ice makerI obviously like the warranty plan, as I have renewed the planHowever, the runaround I have gotten seems like a way to avoid replacing itReps tell me they will c*** me back and don'tI ask one question and get answers and other frustrating actionsBetween July and March alone I have had numerous communications with them and to date my ice maker is still nonfunctionalI have the recorded calls and notes I've taken to refute their stance that they " have always acted in good faith and within the parameters of the service agreement in our efforts to serve the homeownerOneGuard Authorizations and Customer Relations have made several attempts to talk with the homeowner directly to work through the situation and offer our assistanceThe homeowner is holding up the process by not allowing us the opportunity to assess the unit"Why would I continue to follow their claim policy procedures only to get the same lackluster responeHow many times am I supposed to let them "assess the unit"? The amount of time and parts replaced, the ice maker could have been rebuiltInstead, One Guard chooses to 'place a band aid over a wound method' instead of doing the right thing which is replace the itemIt's clearly not a monetary issue, based on my homes aesthetics I take great care and pride in my home, which includes my appliances
Response attached
Letter from inspector clarifying inspection done on pool cell attached
Image of cell and pool filter attached
Dear Revdex.com,Thank you for allowing OneGuard Home Warranties the opportunity to explain why the claim for the pool equipment is not covered under the OneGuard service agreement, which was caused by non-wear-and-tearPlease be assured OneGuard has been in direct
communication with the homeowner in an effort to resolve the situationThe 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.The homeowner established a work order for his pool pump that was not workingThe service technician that diagnosed the system, advised OneGuard that there were two pumps, and both pumps were shorted out from waterWhile the technician was on site, the homeowner’s son was also thereThe son disclosed that he turned the spa on because he was going to use itHe forgot about it and leftWhen his parents came home, they called him to let him know the yard was floodedThe technician advised Oneguard that about 8” of water flowed back into the area where the pool equipment is located, and shorted out both of the motorsIn a conversation with the technician, the homeowner also advised the equipment had gotten wetThe technician forward pictures to OneGuard to demonstrate his findings and expressed to OneGuard that he is certain the breakdown was due to flooding A representative from OneGuard’s Authorization team spoke with the homeowner, advising the repair was not covered due to the breakdown being the result of flooding, and not caused by wear-and-tearThe homeowner disagreed and the claim was relayed to the Customer Relations team for review and follow up with the homeowner.A supervisor from the Customer Relations team arranged for a second opinion contractor to diagnose the breakdownPlease note, OneGuard does not provide the contractor with the diagnosis from the first contractorThe contractor receives the original work order and the only information included is the breakdown the homeowner is experiencingOur goal is to send a fresh set of eyes to assess the situationThe second opinion contractor advised that the bearings have gone out, and the motor was flooded outHe opened up the equipment and discovered water inside the motor as well as calcium build upThere were also a lot of leaves surrounding the equipment covering the breathing holesThe technician forwarded pictures to OneGuard to demonstrate his findings.The supervisor from the Customer Relations team followed up with the homeowner, advising the second opinion contractor confirmed the breakdown was due to water inside of the equipment, and not covered under the OneGuard service agreementThe flooding of the motor shorted out the equipment, and is not considered a wear-and-tear breakdownAt that point, the homeowner disconnected the callThe following day an attorney called on behalf of his client, and asked our Customer Relations supervisor questions regarding the claim, and also asked for a copy of the homeowner’s service agreement, which she e-mailed to him.In closing, OneGuard Home Warranties respectfully requests for Revdex.com to close this complaintThe breakdown is not covered under the OneGuard service agreementFlooding is not considered a wear-and-tear conditionAdditionally, the homeowner has sought legal representationThank you again for allowing OneGuard the opportunity to provide you with this informationPlease feel free to contact me directly with any questions Sincerely,*** ***Customer Relations ManagerOneGuard Home WarrantiesDirect: ###-###-####
One Guard takes zero responsibility for the vendors they choose They find any way possible to get out of having to pay thing they state should be paid for in their contracts I WOULD NEVER USE THIS COMPANY AGAIN!
Dear Revdex.com,
We are working directly with the homeowner to amicably address his concernsMay we request for you to forward this complaint to Revdex.com file located in Dallas, TX?
Kindest regards,
Samantha M***
Team Manager, Customer
Relations*** ***