Dear Revdex.com,
Please know we have reached out to the homeowner directly to successfully resolve this matter We have apologized for the behavior of our representative and have also taken corrective action to ensure that interaction of this nature will not happen
again We have also added the sprinkler/drip system coverage to the homeowner's policy The homeowner has advised OneGuard that he will relay the positive outcome to Revdex.com as well
Thank you for allowing OneGuard Home Warranties the opportunity to provide you with this information Please feel free to contact me directly if you have additional questions- ***
Sincerely,
*** ***
Customer Relations Manager
OneGuard Home Warranties
P: ***
Please be assured we have credited the $service fee back to the credit card on file, and the homeowner should receive the refund within three business daysThank you
Samantha M***
I am writing again to state the OneGuard really tried to remedy my complaint against themThey went above and beyond what is stated in the contract in order to make things right with my complaintEven though I haven't been super satisfied overall, I'll still renew again since I have had to make numerous claims and they end up paying for what is covered in the contract
I'll say thanks to Sam at OneGuard for working hard to rectify the situation
Dear Revdex.com, I have had a follow up conversation with Mr***He advised repairs have been completed to his satisfaction and he considers this matter resolvedHe said he will also notify you of the positive closureThank you and please let me know if you have any questions. Warmest regards, SAMANTHA M*** | Team Manager, Customer Relations | OneGuard | OneGuardHW.comt###-###-#### f#-###-#### ** ***@oneguardhw.com
They send out second rate contractorsThen when those contractors mess up and install parts that are not compatible with the existing units, they do not stand up for you at all
One Guard call me to resolve my issue and have agreed to make right my financial griefI appreciate the call and the willingness to work through the issue as this was really not expected
Dear Revdex.com,
Please find our attached business response for *** ***, CID ***Thank you for your time and consideration and please know your questions are welcomedWarmest regards,
Samantha M***
Direct*
***
Thank you for allowing OneGuard Home Warranties the opportunity to provide information regarding the homeowner’s claim for the evaporative cooler and to explain his portion of the cost associated with this repairPlease know OneGuard has always acted in good faith and within the parameters of the
service agreementThe claim has been reviewed in its entirety by OneGuard’s Authorization team, Customer Relations team, and Executive Management team to ensure accuracyWe have also had numerous conversations with the homeowner and his property management company to explain coverage and the associated costs covered under the service agreement.The OneGuard team reviews the nature and cause of the issue the homeowner is experiencing, and will do everything possible to cover a claimPlease 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 specific timeline of events and what led to our ultimate decision regarding the claim:On March 11, 2014, a work order was initiated on-line through OneGuard’s website for an air conditioning pre-season tune-upWhen creating a work order on-line, the person submitting the claim must answer several questions, and noted the unit was not currently having any mechanical failuresThey also acknowledged their understanding that a second service fee would be due if there were any failures with the system and a repair was necessaryA work order was created and forwarded to a preferred service provider.On March 12, 2014, the service technician arrived at the home to complete the air conditioning tune-upDuring the assessment, he discovered the unit was depleted of refrigerant/Freon and the unit was not working in either cooling or heating modeThe technician contacted OneGuard to advise he would need to complete a leak searchOneGuard created a new work order for the technician to troubleshoot the breakdown, and he found two leaking Schrader valve coresOneGuard provided authorization and the technician replaced the two Schrader valve cores and charged the unit with pounds of RFreon.On April 1, 2014, a representative from OneGuard called the homeowner as follto an e-mail he sentHe questioned why he was charged two service fees for the air conditioning tune-upThe representative left a voice message explaining the service agreement requires the homeowner to pay a second service fee when a repair is found to be necessary during the pre-season tune-up.On April 17, 2014, the homeowner’s property management company contacted OneGuard, advising the tenant was unable to turn on the evaporative coolerA work order was created and forwarded to a preferred contractor.On April 30, 2014, the service contractor confirmed with OneGuard that they repaired the wire connections at the evaporative coolerThe contractor also confirmed the unit was working properly upon completion of the repair.On June 19, 2014, the homeowner’s property management company contacted OneGuard for status on the claim for the evaporative coolerShe advised the tenant did not hear from the contractor and the unit was still not workingThe customer care representative advised the contractor completed the repair in AprilThe representative also offered to contact the contractor to confirm the work was completed, and call back with an updateThe property manager called OneGuard back a short time later, advising she provided incorrect information on the prior callThe tenant confirmed the technician had been to the home and repaired the evaporative coolerHowever, the air conditioning system was blowing warm airThe OneGuard representative created a work order for the air conditioning system and dispatched it to a contractorThe representative also provided the telephone number of the contractor, advising the tenant should expect a call for an appointment.On June 20, 2014, the contractor contacted OneGuard to advise they had been to the home and could not find any problems with the air conditioning unit.On June 26, 2014, a representative from the homeowner’s property management company called OneGuard to advise the tenant still had concerns as they felt their electricity bill was too highThe tenant did not feel there was a thorough assessment completed by the last technician to determine the root of the problemThe OneGuard representative offered to send a second opinion and dispatched a work order to a different contractorThe property manager was informed that a service fee would apply if the new contractor also determined there was no problem with the air conditioning unit.On July 1, 2014, the contractor called OneGuard’s Authorization department to advise they identified the problemThere was a bad low voltage wire in the thermostat, and the thermostat must be replacedThe technician explained the existing thermostat, model CA37, is no longer available and dual thermostats are no longer manufacturedThe existing model of thermostat runs both the air conditioning/heating unit and the evaporative coolerThe evaporative cooler side of the thermostat is no longer functionalThe technician explained to the tenant and OneGuard, the systems will now have to operate on two separate thermostats; one thermostat to operate the air conditioning and heating unit, and the second to operate the evaporative coolerHe explained the current set up included wiring conducive to only one thermostat, which runs both the air conditioning/heating system and the evaporative coolerOne of these systems will have to be rewired to add the necessary low voltage wire, and allow for the addition of the second thermostatThe cost involved to run the additional wiring is not covered under the warranty, as it is an access issue to run the new wires through wallsThe technician also advised the tenant stated the heater has never workedThe technician told the tenant that due to the current temperatures, he would not be able to test the heater and recommended having the system assessed in the fall.On August 20, 2014, after numerous scheduling conflicts between the tenant and the contractor, the technician arrived to begin the repairThe technician was able to install a new thermostat using existing wires to get the air conditioning/heating unit working properly. On August 21, 2014, the property management company contacted OneGuard Home Warranties to inquire about the status of the repairThe representative explained the air conditioning unit is now working properlyHowever, in order to make the necessary repairs to the evaporative cooler, the homeowner will need to provide access and approve the out of pocket expenseThe representative confirmed the contractor’s phone number with the property manager who was going to contact the contractor directly to find out what steps the homeowner should to take to allow the repair for to be completed.On October 7, 2014, the homeowner e-mailed OneGuard to advise the incorrect thermostat was installed, and it no longer controls both the air conditioning system and the evaporative coolerA customer care representative called the homeowner, and explained he was responsible for creating access to allow for the second thermostat to be installed for the evaporative coolerThe homeowner advised he would contact the property management office regarding the necessary access.On October 10, 2014, the homeowner contacted OneGuard’s Authorization department for an explanation as to why he was told he would have to pay $for the evaporative cooler thermostat to be wiredHe did not understand why he would be responsible for the charge since OneGuard replaced the evaporative cooler in October The Authorization representative called the contractor for a thorough explanation and left a detailed message for the homeownerShe explained the previous thermostat was a dual thermostat and was wired to run both the air conditioning system and the evaporative coolerHowever, this could no longer be accomplished as the evaporative cooler side of his thermostat was no longer working, and the dual thermostats are no longer manufacturedIt will be necessary for the contractor to run a new wire for the two systems to operate using individual thermostatsThe cost involved with running a new low voltage wire is not covered under the OneGuard warranty and would be the responsibility of the homeowner.On October 13, 2014, the homeowner contacted OneGuard to request a second opinion on the evaporative cooler and air conditioning system repair.On October 14, 2014, a second opinion work order was dispatched to a contractor who has not worked on the homeowner’s unit previously.On October 16, 2014, upon completing a thorough assessment of the system, the contractor called OneGuard providing the same diagnosisThe technician advised the units were previously wired for a dual thermostatThis type of thermostat is no longer available and would now require running a new low voltage wire to separate the thermostatsHe advised the homeowner’s cost involved in running the wire would be $A member of OneGuard’s Authorization department called the homeowner, and left a message with the technician’s diagnosisIn the message she advised the second opinion came back with the same results; the thermostat is no longer available and new wiring necessary which is not covered under the warranty.Please see the excerpt taken directly from the homeowner’s service agreement to help further explain our position:HLIMITATIONS OF LIABILITY (Page of 6)Access Limitations: aExcept as noted under "Limits", OneGuard is not responsible for providing access or closing access to covered itemsbOneGuard is not responsible for costs of restoration of any wall or floor covering, cabinets, countertops, tile, stone, brick, paint, or the likeGeneral Limitations of Liability:eOneGuard is not responsible for upgrades, components, or parts required due to the incompatibility of the existing equipment with the replacement system, appliance, component, or part thereof or new type of material or chemical utilized to run the replacement equipment including but not limited to differences in technology, refrigerant requirements, or efficiency as mandated by federal, state or local governments except as detailed in paragraph F(Air Conditioning /Heating System ) of this residential service contract.In closing, OneGuard would like to complete the repairs for the evaporative cooler under the service agreementHowever, the homeowner is responsible for the non-covered costs necessary for the repairThe homeowner’s cost of $covers the labor and access involved in running the new low voltage wiringOneGuard’s portion of the costs covers all parts including the new thermostat, evaporative cooler control kit, and also the labor for connecting the new wiring to the evaporative coolerOnce the homeowner approves his portion of the repair costs, OneGuard will advise the contractor so they may arrange scheduling for the completion of the repair.OneGuard Home Warranties respectfully requests for Revdex.com to close this complaint ‘Administratively’Thank you again for allowing OneGuard the opportunity to look into this on the homeowner’s behalf Please know your questions are welcomed.Sincerely,*** ***Customer Relations Specialist
Home guard home warranties has bad businesses practicesThey have horrible customer service and would rather argue with you about the issue rather then resolving the issueThey have vendors that do don't complete services they charge the customer out of pocket for and one guard still backs them 100% and blames the customer for the issue and your lost moneyThere customer service department is a jokeThey raise there service fees and monthly fees with each call you makeVery poorly ran and I would never give them my business or refer them to anyone for any reason
I had been a One Guard Home Warranties customer for over years, paying on time every monthWe had our account set up for automatic withdrawalUpon a debit card change, One Guard stopped receiving monthly payments, but I was not aware this had occurredInstead of a phone call from One Guard inquiring about the matter, I received a threatening "last chance" notice from them as their first communication with meI was treated like a criminal for an honest mistake instead of as a customer
Dear *** *** ***,The Customer Relations team has been in direct communication with the homeowner to resolve this claimPlease know we have waived the service fee as a onetime courtesy per his request, and the homeowner has acknowledged that he is satisfied with the outcome
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 Specialist IIOneGuard Home WarrantiesDirect: ###-###-####
Thank you for allowing OneGuard Home Warranties the opportunity to respond to the homeowner’s claim for the heating and cooling unit, and to explain his portion of the cost associated with this repair and why OneGuard will not be offering reimbursementPlease be assured OneGuard has always acted in
good faith and within the parameters of the service agreement.The Customer Relations team reviews the nature and cause of the issue the homeowner is experiencing, and will do everything possible to cover a claimPlease 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 specific timeline of events and what led to our ultimate decision regarding the claim:On July 28, 2014, the homeowner contacted OneGuard to create a work order for the air conditioning unit for his rental property that was not coolingA work order was created on his behalf and dispatched to a OneGuard contractorPlease note, a service fee is due when creating a work order, and the homeowner authorized the $fee to his credit card. On July 29, 2014, the service technician contacted OneGuard with his assessmentThe unit was depleted of Freon caused by a loose low side access valveThe technician resolved the leak by tightening the valveAdditionally, the compressor failed and needed to be replacedA representative from OneGuard’s Authorization team called the homeowner to discuss the diagnosis and advised him of costs not covered under the service agreementThe homeowner approved the repairs and agreed to pay the contractor $for costs associated with modifications, Freon recovery, and equipment disposalOneGuard also offered hotel reimbursement for the tenant and the offer was declined.On July 30, 2014, OneGuard called the homeowner to advise the compressor was available and the contractor would complete the repair the following morningA hotel reimbursement was offered again and the homeowner advised it was not necessaryOn July 31, 2014, the compressor was installed and pounds of Freon were added to complete the repair and restore cooling to the homePlease note, OneGuard guarantees all repairs for days.On November 25, 2014, the homeowner contacted OneGuard to create a work order, advising the air conditioning system was continuously runningA work order was created on his behalf and forwarded to the contractor who performed repairs in JulyThe contractor advised they replaced a contactor to complete this repairPlease note, a contactor can fail at any time in an air conditioning system. OneGuard guarantees all work completed for days and determined this failure was unrelated to the compressor replacement in July.On December 30, 2014, OneGuard received written notification from the homeowner advising he would not be renewing the service agreement which was expiring on January 3, This information was noted in his file.On January 7, 2014, the homeowner called OneGuard to advise the heater was not working, and the contractor he hired stated the compressor was not installed properlyOur Customer Relations team called the homeowner, and left a voice message offering to arrange for a service contractor to assess the unitPlease note, if a homeowner feels faulty repairs were completed by one of our contractors, OneGuard will send a senior technician to the home to assess the situationIf a faulty repair is found, OneGuard requires the contractor to correct it.On January 19, 2014, the homeowner called OneGuard stating he did not hear from OneGuard regarding the compressor installationThe homeowner was connected to a supervisor on the Customer Relations teamDuring the conversation, he confirmed his contractor already completed the repairsThe representative requested copies of repair receipts which the homeowner e-mailedOneGuard also asked if he had pictures to document the improper installation of the compressorThe homeowner advised no pictures taken prior to the repair being completed.After completing a thorough analysis, the Customer Relations supervisor responded to the homeowner’s e-mail, advising OneGuard would not be reimbursing for the repairs to the heating systemIn this situation, OneGuard offered to send a contractor to the home to inspect the installation of the compressor to determine if it was improperly installedThe homeowner did not accept the offer and did not provide OneGuard the opportunity to assess the unitAdditionally, the homeowner was not able to provide substantiation of improper repairs and no pictures were taken of the alleged improper installAt this point, the homeowner was urged by Customer Relations to contact the contractor directly to discuss his concerns, and the contractor’s contact information was provided. Please see the excerpt taken from the homeowner’s service agreement to help further explain our position:ETRADE SERVICE FEE (Page 2-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 requestRepairs are guaranteed for days Should failure of that item occur within days, another fee will not be charged.HLIMITATIONS OF LIABILITY (Page of 6)General Limitations of Liability: aExcept for coverage provided by the ProtectionPlus Upgrade, OneGuard is not responsible for any additional work or costs required to comply with any federal, state, or local laws, regulations, or ordinances or utility regulations, to meet current building or zoning code requirements or correct for code violationsbExcept for coverage provided by the ProtectionPlus Upgrade, OneGuard is not responsible for fees associated with: (1) Legally required permits (2) Recapture of refrigerants (3) Disposal of old covered equipment cOneGuard is not responsible for repairs, replacements, or modifications of covered equipment that are merely inefficient.In closing, OneGuard Home Warranties will not be offering reimbursement to the homeowner for work completed outside of the warrantyPer the terms of the service agreement, OneGuard guarantees all work for days and will waive the service fee when a recall is necessary in this day periodIn addition, the costs associated with the modifications were required to complete the replacement of the compressor, and were not covered under his service agreementThese costs were agreed to by the homeowner and paid directly to the contractorOneGuard also made efforts to service the homeowner to further assess the compressor installation, and the homeowner did not allow OneGuard the opportunityLastly, the homeowner could not provide proper substantiation to OneGuard to demonstrate the compressor was improperly installedOneGuard urges the homeowner to contact the contractor directly with regard to his request for reimbursement if he believes they performed faulty repairs.OneGuard Home Warranties respectfully requests for Revdex.com to close this complaint administrativelyThank you again for allowing OneGuard the opportunity to look into this on the homeowner’s behalfWe sincerely hope this information helpsPlease know your questions are welcomed.Sincerely,*** ***Customer Relations Specialist
One Guard Home Warranty refused to cover the repair for an A/C Unit even after it was verified in good health by one of their approved A/C Contractors In addition, the first Contractor chosen by One Guard Home Warranty missed diagnose the original problem making a recommendation that the entire unit be replaced at the cost of $4,which was not going to be covered under the policy for other technicalities that the seller of the house didn't use a licensed and bonded contractor which was missed by my Real-estate Agent I paid a local licensed contracted to diagnose and fix the problem which cost $ Since they would still not cover future repairs with the A/C Unite I chose to escalate to their corporate conflict/dispute department in order to get a prorated refund for the cost of the warranty ($649)
I am sharing this review to warn off any would be customers of OneGuard As you well know, the home warranty industry is fraught with issues that range from poor performance to fraud
My experience with OneGuard was not fraudulent but it exposed me to a potential fraud
If you have to purchase a home warranty company, please do your research (which is why, I assume, you are reading these customer reviews)
My recommendation to you is to NOT purchase a home warranty from OneGuard I had a simple plumbing issue (it was my first issue on their policy) that OneGuard sent three incompetent plumbers to my house, only to decline the claim, when the last plumber proposed $1,of services (i.ethe potential fraud) I brought in my owner plumber, who had the clog removed in less than minutes, whereas the engagement with OneGuard cost me hours of my life A home warranty company is supposed to help de-risk home issues, provide reliable home service referrals, save money on major repairs, and add piece of mind, like any insurance policy They "ran" at the first sign of trouble So, I canceled my service with OneGuard on the spot, due to this self-serving, poor performance
I cannot recommend a good home warranty company, but I can definitely warn against bad ones Be VERY careful when dealing with OneGuard And, if you can, I would keep looking
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.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 *** 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 *** *** ***, LLC., was made, I requested that OneGuard provide me with any information on this company, *** *** ***, 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 *** *** and he is employed by *** ***, who has been in the pool building business since A well-respected and well-known business here in ArizonaMr*** 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***, but the specific part that they left out was that after Mr*** 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*** could come out and give his estimate at no charge to me), Mr*** 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*** with the name of a contact who worked directly for the Manufacturer of my filter, ***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 *** ***, who is the ***tory District Sales Manager for *** Pools at his direct line ###-###-####To date, Mr*** 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 *** 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*** 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*** ***, the contractor from *** *** As they stated, I forwarded a copy of the quote Mr*** 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*** 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*** 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***, the contractor from *** ***, 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*** 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, *** 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 *** *** *** This man is now also doing the repair and replacement work for *** *** and will be phasing out of the pool cleaning business and he also directly works with the Managers of *** *** and also with ***, the Area District Manager for *** 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 *** He is a professional that has almost 13,followers and has several videos of how to clean a *** 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 "*** ***, 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 *** 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 *** 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 *** 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 will be including the Manufacturer's Owner's Manual with everything marked in order, hopefully matching up my rebuttal I am also enclosing the *** 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 ***I will send the email I received from the *** video on the "fyi" forum I am also including a copy of the Pool Owner Liftime Warranty for *** 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!* The following is a link to the *** page of reviews from other OneGuard customers *** Thank you.Regards,*** ***
March 26,
RE: Revdex.com Complaint ID *** / OneGuard Home Warranties Business Response for *** ***
Dear Revdex.com,
Thank you for allowing OneGuard Home Warranties the opportunity to provide information regarding the homeowner’s claims for the heating system and most
recent plumbing repair. We sincerely regret the homeowner has expressed such dissatisfaction with OneGuard and our contractors. Our number one priority is to provide service that exceeds our homeowners’ expectations and we apologize that did not happen in his situation. We will attempt to address all issues in his complaint and clarify key points.
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
We will first address the heater claim from December 9, 2013, which was denied due to the pre-existing condition of the heater being in a state of “disrepair” prior to the effective date of the home warranty. This information was noted on the home inspection report provided to OneGuard by the homeowner. Please note, OneGuard often asks for home inspections to use as a tool to determine if the unit in question was in good working condition prior to the effective date of the warranty Per the terms of the service agreement, 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 (please find the attached copy of the home inspection report which outlines various problems with the heating system). Additionally, per the homeowner in his original phone call for service to OneGuard, this was the first time he ever used the heater upon moving into the home.
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.
All information was taken into account and analyzed by OneGuard’s Authorization team, and the claim would be denied due to the pre-existing condition of the heater. On December 10, 2014, a representative from OneGuard spoke with the homeowner directly to explain the repair was not covered because it was not inspected, and this was the first time the homeowner attempted to use the unit. The inspector did not turn the unit on to inspect indicating it was in a state of disrepair, requiring immediate attention. Based on the information provided in the home inspection report, and the professional diagnosis from our licensed contractor, OneGuard concluded the unit was not in good working condition at the start of the home warranty, and did not consult with a qualified contractor as recommended by the inspector.
Please see the excerpt taken directly from the homeowner’s service agreement to help further explain our position:
WARRANTY 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
FSENTINEL COVERAGE (page of 6)
NO FAULT COVERAGE
COVERED: This residential service contract covers breakdowns caused by unknown pre-existing conditions such as 1) insufficiently maintained systems, 2) rust or corrosion, 3) mismatched systems, and 4) improper installation or repair so long as the mechanical failure was not known, would not have been detectable by a state certified home inspection or a OneGuard mechanical inspection, and was not caused by the contract holder
NOTE: The No Fault Coverage is intended to cover unknown pre-existing conditions caused by the previous owner For purposes of determining whether a breakdown was caused by an unknown pre-existing condition, we will accept a state certified home inspection or a OneGuard mechanical inspection as proof that the problem was unknown so long as the inspection was performed on the defective covered item and completed within 90-days of the effective dateThis coverage is not intended to take responsibility for maintenance and proper use of appliances and equipment by the contract holder. The contract holder must have all known pre-existing defects correctly repaired by a service professional and deliver to OneGuard any paid invoices evidencing the repairs before the defective item can be covered by this residential service contractThis coverage also does not cover undersized systems
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
Please see additional excerpt from homeowner’s service agreement with respect to the service fee that was due:
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
Next, we will address the most recent plumbing claim the homeowner is referring to. Please note, as of March 24, it is our understanding the repair has been completed.
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, ***’s was available to run the call. The technician from ***’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 $200. OneGuard provided the technician with approval to move forward with the repair. The $the homeowner is referring to, is the cost to access the pipe through a brick wall. It would take approximately hours of labor to obtain access ($per hour plus tax). Per the terms of the service agreement, costs for access are not covered under the home warranty. Therefore, that portion would be the responsibility of the homeowner. However, the cost of the pipe replacement and leak repair would be covered by OneGuard under his service agreement. 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.
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 ***’s is refusing to provide documentation. Therefore, we spoke with ***’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
The homeowner is also stating that a supervisor was supposed to return to the property. We have reviewed the notes in our database with respect to this claim, and find no record of a supervisor returning to the property. However, we have numerous notes regarding the homeowner calling OneGuard making accusations against OneGuard and ***’s, and threatening to complain to Revdex.com. The claim was ultimately escalated to OneGuard’s Customer Relations team to try to achieve resolution in the situation. The homeowner advised our representative the drain was not cleared and he no longer wanted ***’s back to his home.
The Customer Relations representative offered to send a different contractor to assess the situation and forwarded the claim to *** ***. The technician from *** *** 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 *** *** viewed the situation from a different perspective and resolved the problem.
We apologize if ***’s provided any mis-information and if there was any breakdown in communication between the homeowner and ***’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 ***’s to the property.
In closing, OneGuard Home Warranties has always acted in good faith and within the parameters of the service agreement. We have put a lot of effort to keep the lines of communication open with the homeowner and did our due diligence to genuinely help him throughout his experience. The claim for the heater was a firm denial. Additionally, the plumbing issue has been repaired. OneGuard has fulfilled our obligations and respectfully requests for Revdex.com to close this complaint ‘Administratively Judged Resolved’.
Thank you again for allowing OneGuard Home Warranties the opportunity to look into this on behalf of the homeowner. Please know your questions are welcomed
Sincerely,
*** *** Customer Relations Manager
OneGuard Home Warranties
Direct: ***
text-decoration: none; background-">January 3, *** ***
*** * *** *** ***
*** ** ***
Re: OneGuard Business Response for CID ***
Dear Revdex.com,
Thank you for the information and allowing Customer Relations the opportunity to review the homeowner's claim for the kitchen sink pullout side sprayer adapter firsthand and respondPlease be assured we have analyzed the claim in its entirety to ensure accuracyIn addition, we have had a direct follow up conversation with the homeowner in an effort to help him understand why the item was not covered by the OneGuard service agreement
The kitchen sink pullout sprayer adapter is not a covered item under the OneGuard service agreementThe adapter for the pullout sprayer is an afeature that does not affect the primary operation of the kitchen faucet. In this situation, the pullout side sprayer adapter which is separate from the faucet was brokenHowever, the faucet was properly working, and the faucet’s primary function to dispense water was not disruptedAccording to the terms and conditions of the service agreement, OneGuard does not cover repairs for any features that do not contribute to the primary function of the covered systemPlease note we have had a follow up conversation with the homeowner to explain warranty coverage and he expressed an understanding of coverage at that timeThank you again for allowing Customer Relations the opportunity to clarify this informationWe sincerely hope it helpsPlease feel free to contact me directly with any questions
Respectfully,
Samantha M***
Team Manager
OneGuard Customer Relations
Dear Revdex.com,
Thank you for bringing this information to our attention and allowing Customer Relations the opportunity to review the claim firsthand. We are in agreement with the homeowner and the repair for the evaporator coil should be covered under the home
warranty. The homeowner did her due diligence in having the unit serviced and OneGuard does not have substantive documentation to not cover the claimPlease be assured our team is actively working directly with the homeowner to finalize the successful resolution of the claim, and we sincerely regret the level of frustration she enduredThank you again and please know your questions are welcomed. Respectfully,
Samantha M***
Team Manager
OneGuard Customer Relations
Not worth the money paid for policyWould not reimburse for repair done by a licensed and accredited Arizona companyGarage door springs broke and needed to be able to get out of garage
Dear Revdex.com,
Please know we have reached out to the homeowner directly to successfully resolve this matter We have apologized for the behavior of our representative and have also taken corrective action to ensure that interaction of this nature will not happen
again We have also added the sprinkler/drip system coverage to the homeowner's policy The homeowner has advised OneGuard that he will relay the positive outcome to Revdex.com as well
Thank you for allowing OneGuard Home Warranties the opportunity to provide you with this information Please feel free to contact me directly if you have additional questions- ***
Sincerely,
*** ***
Customer Relations Manager
OneGuard Home Warranties
P: ***
Please be assured we have credited the $service fee back to the credit card on file, and the homeowner should receive the refund within three business daysThank you
Samantha M***
I am writing again to state the OneGuard really tried to remedy my complaint against themThey went above and beyond what is stated in the contract in order to make things right with my complaintEven though I haven't been super satisfied overall, I'll still renew again since I have had to make numerous claims and they end up paying for what is covered in the contract
I'll say thanks to Sam at OneGuard for working hard to rectify the situation
Dear Revdex.com, I have had a follow up conversation with Mr***He advised repairs have been completed to his satisfaction and he considers this matter resolvedHe said he will also notify you of the positive closureThank you and please let me know if you have any questions. Warmest regards, SAMANTHA M*** | Team Manager, Customer Relations | OneGuard | OneGuardHW.comt###-###-#### f
#-###-#### ** ***@oneguardhw.com
They send out second rate contractorsThen when those contractors mess up and install parts that are not compatible with the existing units, they do not stand up for you at all
One Guard call me to resolve my issue and have agreed to make right my financial griefI appreciate the call and the willingness to work through the issue as this was really not expected
Dear Revdex.com,
Please find our attached business response for *** ***, CID ***Thank you for your time and consideration and please know your questions are welcomedWarmest regards,
Samantha M***
Direct*
***
Thank you for allowing OneGuard Home Warranties the opportunity to provide information regarding the homeowner’s claim for the evaporative cooler and to explain his portion of the cost associated with this repairPlease know OneGuard has always acted in good faith and within the parameters of the
service agreementThe claim has been reviewed in its entirety by OneGuard’s Authorization team, Customer Relations team, and Executive Management team to ensure accuracyWe have also had numerous conversations with the homeowner and his property management company to explain coverage and the associated costs covered under the service agreement.The OneGuard team reviews the nature and cause of the issue the homeowner is experiencing, and will do everything possible to cover a claimPlease 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 specific timeline of events and what led to our ultimate decision regarding the claim:On March 11, 2014, a work order was initiated on-line through OneGuard’s website for an air conditioning pre-season tune-upWhen creating a work order on-line, the person submitting the claim must answer several questions, and noted the unit was not currently having any mechanical failuresThey also acknowledged their understanding that a second service fee would be due if there were any failures with the system and a repair was necessaryA work order was created and forwarded to a preferred service provider.On March 12, 2014, the service technician arrived at the home to complete the air conditioning tune-upDuring the assessment, he discovered the unit was depleted of refrigerant/Freon and the unit was not working in either cooling or heating modeThe technician contacted OneGuard to advise he would need to complete a leak searchOneGuard created a new work order for the technician to troubleshoot the breakdown, and he found two leaking Schrader valve coresOneGuard provided authorization and the technician replaced the two Schrader valve cores and charged the unit with pounds of RFreon.On April 1, 2014, a representative from OneGuard called the homeowner as follto an e-mail he sentHe questioned why he was charged two service fees for the air conditioning tune-upThe representative left a voice message explaining the service agreement requires the homeowner to pay a second service fee when a repair is found to be necessary during the pre-season tune-up.On April 17, 2014, the homeowner’s property management company contacted OneGuard, advising the tenant was unable to turn on the evaporative coolerA work order was created and forwarded to a preferred contractor.On April 30, 2014, the service contractor confirmed with OneGuard that they repaired the wire connections at the evaporative coolerThe contractor also confirmed the unit was working properly upon completion of the repair.On June 19, 2014, the homeowner’s property management company contacted OneGuard for status on the claim for the evaporative coolerShe advised the tenant did not hear from the contractor and the unit was still not workingThe customer care representative advised the contractor completed the repair in AprilThe representative also offered to contact the contractor to confirm the work was completed, and call back with an updateThe property manager called OneGuard back a short time later, advising she provided incorrect information on the prior callThe tenant confirmed the technician had been to the home and repaired the evaporative coolerHowever, the air conditioning system was blowing warm airThe OneGuard representative created a work order for the air conditioning system and dispatched it to a contractorThe representative also provided the telephone number of the contractor, advising the tenant should expect a call for an appointment.On June 20, 2014, the contractor contacted OneGuard to advise they had been to the home and could not find any problems with the air conditioning unit.On June 26, 2014, a representative from the homeowner’s property management company called OneGuard to advise the tenant still had concerns as they felt their electricity bill was too highThe tenant did not feel there was a thorough assessment completed by the last technician to determine the root of the problemThe OneGuard representative offered to send a second opinion and dispatched a work order to a different contractorThe property manager was informed that a service fee would apply if the new contractor also determined there was no problem with the air conditioning unit.On July 1, 2014, the contractor called OneGuard’s Authorization department to advise they identified the problemThere was a bad low voltage wire in the thermostat, and the thermostat must be replacedThe technician explained the existing thermostat, model CA37, is no longer available and dual thermostats are no longer manufacturedThe existing model of thermostat runs both the air conditioning/heating unit and the evaporative coolerThe evaporative cooler side of the thermostat is no longer functionalThe technician explained to the tenant and OneGuard, the systems will now have to operate on two separate thermostats; one thermostat to operate the air conditioning and heating unit, and the second to operate the evaporative coolerHe explained the current set up included wiring conducive to only one thermostat, which runs both the air conditioning/heating system and the evaporative coolerOne of these systems will have to be rewired to add the necessary low voltage wire, and allow for the addition of the second thermostatThe cost involved to run the additional wiring is not covered under the warranty, as it is an access issue to run the new wires through wallsThe technician also advised the tenant stated the heater has never workedThe technician told the tenant that due to the current temperatures, he would not be able to test the heater and recommended having the system assessed in the fall.On August 20, 2014, after numerous scheduling conflicts between the tenant and the contractor, the technician arrived to begin the repairThe technician was able to install a new thermostat using existing wires to get the air conditioning/heating unit working properly. On August 21, 2014, the property management company contacted OneGuard Home Warranties to inquire about the status of the repairThe representative explained the air conditioning unit is now working properlyHowever, in order to make the necessary repairs to the evaporative cooler, the homeowner will need to provide access and approve the out of pocket expenseThe representative confirmed the contractor’s phone number with the property manager who was going to contact the contractor directly to find out what steps the homeowner should to take to allow the repair for to be completed.On October 7, 2014, the homeowner e-mailed OneGuard to advise the incorrect thermostat was installed, and it no longer controls both the air conditioning system and the evaporative coolerA customer care representative called the homeowner, and explained he was responsible for creating access to allow for the second thermostat to be installed for the evaporative coolerThe homeowner advised he would contact the property management office regarding the necessary access.On October 10, 2014, the homeowner contacted OneGuard’s Authorization department for an explanation as to why he was told he would have to pay $for the evaporative cooler thermostat to be wiredHe did not understand why he would be responsible for the charge since OneGuard replaced the evaporative cooler in October The Authorization representative called the contractor for a thorough explanation and left a detailed message for the homeownerShe explained the previous thermostat was a dual thermostat and was wired to run both the air conditioning system and the evaporative coolerHowever, this could no longer be accomplished as the evaporative cooler side of his thermostat was no longer working, and the dual thermostats are no longer manufacturedIt will be necessary for the contractor to run a new wire for the two systems to operate using individual thermostatsThe cost involved with running a new low voltage wire is not covered under the OneGuard warranty and would be the responsibility of the homeowner.On October 13, 2014, the homeowner contacted OneGuard to request a second opinion on the evaporative cooler and air conditioning system repair.On October 14, 2014, a second opinion work order was dispatched to a contractor who has not worked on the homeowner’s unit previously.On October 16, 2014, upon completing a thorough assessment of the system, the contractor called OneGuard providing the same diagnosisThe technician advised the units were previously wired for a dual thermostatThis type of thermostat is no longer available and would now require running a new low voltage wire to separate the thermostatsHe advised the homeowner’s cost involved in running the wire would be $A member of OneGuard’s Authorization department called the homeowner, and left a message with the technician’s diagnosisIn the message she advised the second opinion came back with the same results; the thermostat is no longer available and new wiring necessary which is not covered under the warranty.Please see the excerpt taken directly from the homeowner’s service agreement to help further explain our position:HLIMITATIONS OF LIABILITY (Page of 6)Access Limitations: aExcept as noted under "Limits", OneGuard is not responsible for providing access or closing access to covered itemsbOneGuard is not responsible for costs of restoration of any wall or floor covering, cabinets, countertops, tile, stone, brick, paint, or the likeGeneral Limitations of Liability:eOneGuard is not responsible for upgrades, components, or parts required due to the incompatibility of the existing equipment with the replacement system, appliance, component, or part thereof or new type of material or chemical utilized to run the replacement equipment including but not limited to differences in technology, refrigerant requirements, or efficiency as mandated by federal, state or local governments except as detailed in paragraph F(Air Conditioning /Heating System ) of this residential service contract.In closing, OneGuard would like to complete the repairs for the evaporative cooler under the service agreementHowever, the homeowner is responsible for the non-covered costs necessary for the repairThe homeowner’s cost of $covers the labor and access involved in running the new low voltage wiringOneGuard’s portion of the costs covers all parts including the new thermostat, evaporative cooler control kit, and also the labor for connecting the new wiring to the evaporative coolerOnce the homeowner approves his portion of the repair costs, OneGuard will advise the contractor so they may arrange scheduling for the completion of the repair.OneGuard Home Warranties respectfully requests for Revdex.com to close this complaint ‘Administratively’Thank you again for allowing OneGuard the opportunity to look into this on the homeowner’s behalf Please know your questions are welcomed.Sincerely,*** ***Customer Relations Specialist
Home guard home warranties has bad businesses practicesThey have horrible customer service and would rather argue with you about the issue rather then resolving the issueThey have vendors that do don't complete services they charge the customer out of pocket for and one guard still backs them 100% and blames the customer for the issue and your lost moneyThere customer service department is a jokeThey raise there service fees and monthly fees with each call you makeVery poorly ran and I would never give them my business or refer them to anyone for any reason
I had been a One Guard Home Warranties customer for over years, paying on time every monthWe had our account set up for automatic withdrawalUpon a debit card change, One Guard stopped receiving monthly payments, but I was not aware this had occurredInstead of a phone call from One Guard inquiring about the matter, I received a threatening "last chance" notice from them as their first communication with meI was treated like a criminal for an honest mistake instead of as a customer
Dear *** *** ***,The Customer Relations team has been in direct communication with the homeowner to resolve this claimPlease know we have waived the service fee as a onetime courtesy per his request, and the homeowner has acknowledged that he is satisfied with the outcome
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 Specialist IIOneGuard Home WarrantiesDirect: ###-###-####
Thank you for allowing OneGuard Home Warranties the opportunity to respond to the homeowner’s claim for the heating and cooling unit, and to explain his portion of the cost associated with this repair and why OneGuard will not be offering reimbursementPlease be assured OneGuard has always acted in
good faith and within the parameters of the service agreement.The Customer Relations team reviews the nature and cause of the issue the homeowner is experiencing, and will do everything possible to cover a claimPlease 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 specific timeline of events and what led to our ultimate decision regarding the claim:On July 28, 2014, the homeowner contacted OneGuard to create a work order for the air conditioning unit for his rental property that was not coolingA work order was created on his behalf and dispatched to a OneGuard contractorPlease note, a service fee is due when creating a work order, and the homeowner authorized the $fee to his credit card. On July 29, 2014, the service technician contacted OneGuard with his assessmentThe unit was depleted of Freon caused by a loose low side access valveThe technician resolved the leak by tightening the valveAdditionally, the compressor failed and needed to be replacedA representative from OneGuard’s Authorization team called the homeowner to discuss the diagnosis and advised him of costs not covered under the service agreementThe homeowner approved the repairs and agreed to pay the contractor $for costs associated with modifications, Freon recovery, and equipment disposalOneGuard also offered hotel reimbursement for the tenant and the offer was declined.On July 30, 2014, OneGuard called the homeowner to advise the compressor was available and the contractor would complete the repair the following morningA hotel reimbursement was offered again and the homeowner advised it was not necessaryOn July 31, 2014, the compressor was installed and pounds of Freon were added to complete the repair and restore cooling to the homePlease note, OneGuard guarantees all repairs for days.On November 25, 2014, the homeowner contacted OneGuard to create a work order, advising the air conditioning system was continuously runningA work order was created on his behalf and forwarded to the contractor who performed repairs in JulyThe contractor advised they replaced a contactor to complete this repairPlease note, a contactor can fail at any time in an air conditioning system. OneGuard guarantees all work completed for days and determined this failure was unrelated to the compressor replacement in July.On December 30, 2014, OneGuard received written notification from the homeowner advising he would not be renewing the service agreement which was expiring on January 3, This information was noted in his file.On January 7, 2014, the homeowner called OneGuard to advise the heater was not working, and the contractor he hired stated the compressor was not installed properlyOur Customer Relations team called the homeowner, and left a voice message offering to arrange for a service contractor to assess the unitPlease note, if a homeowner feels faulty repairs were completed by one of our contractors, OneGuard will send a senior technician to the home to assess the situationIf a faulty repair is found, OneGuard requires the contractor to correct it.On January 19, 2014, the homeowner called OneGuard stating he did not hear from OneGuard regarding the compressor installationThe homeowner was connected to a supervisor on the Customer Relations teamDuring the conversation, he confirmed his contractor already completed the repairsThe representative requested copies of repair receipts which the homeowner e-mailedOneGuard also asked if he had pictures to document the improper installation of the compressorThe homeowner advised no pictures taken prior to the repair being completed.After completing a thorough analysis, the Customer Relations supervisor responded to the homeowner’s e-mail, advising OneGuard would not be reimbursing for the repairs to the heating systemIn this situation, OneGuard offered to send a contractor to the home to inspect the installation of the compressor to determine if it was improperly installedThe homeowner did not accept the offer and did not provide OneGuard the opportunity to assess the unitAdditionally, the homeowner was not able to provide substantiation of improper repairs and no pictures were taken of the alleged improper installAt this point, the homeowner was urged by Customer Relations to contact the contractor directly to discuss his concerns, and the contractor’s contact information was provided. Please see the excerpt taken from the homeowner’s service agreement to help further explain our position:ETRADE SERVICE FEE (Page 2-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 requestRepairs are guaranteed for days Should failure of that item occur within days, another fee will not be charged.HLIMITATIONS OF LIABILITY (Page of 6)General Limitations of Liability: aExcept for coverage provided by the ProtectionPlus Upgrade, OneGuard is not responsible for any additional work or costs required to comply with any federal, state, or local laws, regulations, or ordinances or utility regulations, to meet current building or zoning code requirements or correct for code violationsbExcept for coverage provided by the ProtectionPlus Upgrade, OneGuard is not responsible for fees associated with: (1) Legally required permits (2) Recapture of refrigerants (3) Disposal of old covered equipment cOneGuard is not responsible for repairs, replacements, or modifications of covered equipment that are merely inefficient.In closing, OneGuard Home Warranties will not be offering reimbursement to the homeowner for work completed outside of the warrantyPer the terms of the service agreement, OneGuard guarantees all work for days and will waive the service fee when a recall is necessary in this day periodIn addition, the costs associated with the modifications were required to complete the replacement of the compressor, and were not covered under his service agreementThese costs were agreed to by the homeowner and paid directly to the contractorOneGuard also made efforts to service the homeowner to further assess the compressor installation, and the homeowner did not allow OneGuard the opportunityLastly, the homeowner could not provide proper substantiation to OneGuard to demonstrate the compressor was improperly installedOneGuard urges the homeowner to contact the contractor directly with regard to his request for reimbursement if he believes they performed faulty repairs.OneGuard Home Warranties respectfully requests for Revdex.com to close this complaint administrativelyThank you again for allowing OneGuard the opportunity to look into this on the homeowner’s behalfWe sincerely hope this information helpsPlease know your questions are welcomed.Sincerely,*** ***Customer Relations Specialist
One Guard Home Warranty refused to cover the repair for an A/C Unit even after it was verified in good health by one of their approved A/C Contractors In addition, the first Contractor chosen by One Guard Home Warranty missed diagnose the original problem making a recommendation that the entire unit be replaced at the cost of $4,which was not going to be covered under the policy for other technicalities that the seller of the house didn't use a licensed and bonded contractor which was missed by my Real-estate Agent I paid a local licensed contracted to diagnose and fix the problem which cost $ Since they would still not cover future repairs with the A/C Unite I chose to escalate to their corporate conflict/dispute department in order to get a prorated refund for the cost of the warranty ($649)
I am sharing this review to warn off any would be customers of OneGuard As you well know, the home warranty industry is fraught with issues that range from poor performance to fraud
My experience with OneGuard was not fraudulent but it exposed me to a potential fraud
If you have to purchase a home warranty company, please do your research (which is why, I assume, you are reading these customer reviews)
My recommendation to you is to NOT purchase a home warranty from OneGuard I had a simple plumbing issue (it was my first issue on their policy) that OneGuard sent three incompetent plumbers to my house, only to decline the claim, when the last plumber proposed $1,of services (i.ethe potential fraud) I brought in my owner plumber, who had the clog removed in less than minutes, whereas the engagement with OneGuard cost me hours of my life A home warranty company is supposed to help de-risk home issues, provide reliable home service referrals, save money on major repairs, and add piece of mind, like any insurance policy They "ran" at the first sign of trouble So, I canceled my service with OneGuard on the spot, due to this self-serving, poor performance
I cannot recommend a good home warranty company, but I can definitely warn against bad ones Be VERY careful when dealing with OneGuard And, if you can, I would keep looking
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.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 *** 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 *** *** ***, LLC., was made, I requested that OneGuard provide me with any information on this company, *** *** ***, 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 *** *** and he is employed by *** ***, who has been in the pool building business since A well-respected and well-known business here in ArizonaMr*** 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***, but the specific part that they left out was that after Mr*** 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*** could come out and give his estimate at no charge to me), Mr*** 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*** with the name of a contact who worked directly for the Manufacturer of my filter, ***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 *** ***, who is the ***tory District Sales Manager for *** Pools at his direct line ###-###-####To date, Mr*** 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 *** 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*** 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*** ***, the contractor from *** *** As they stated, I forwarded a copy of the quote Mr*** 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*** 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*** 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***, the contractor from *** ***, 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*** 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, *** 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 *** *** *** This man is now also doing the repair and replacement work for *** *** and will be phasing out of the pool cleaning business and he also directly works with the Managers of *** *** and also with ***, the Area District Manager for *** 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 *** He is a professional that has almost 13,followers and has several videos of how to clean a *** 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 "*** ***, 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 *** 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 *** 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 *** 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 will be including the Manufacturer's Owner's Manual with everything marked in order, hopefully matching up my rebuttal I am also enclosing the *** 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 ***I will send the email I received from the *** video on the "fyi" forum I am also including a copy of the Pool Owner Liftime Warranty for *** 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!* The following is a link to the *** page of reviews from other OneGuard customers *** Thank you.Regards,*** ***
Please find the attached letter which explains the OneGuard Home Warranties coverage
Thank you,
Lisa K***
OneGuard Customer Relations
March 26,
RE: Revdex.com Complaint ID *** / OneGuard Home Warranties Business Response for *** ***
Dear Revdex.com,
Thank you for allowing OneGuard Home Warranties the opportunity to provide information regarding the homeowner’s claims for the heating system and most
recent plumbing repair. We sincerely regret the homeowner has expressed such dissatisfaction with OneGuard and our contractors. Our number one priority is to provide service that exceeds our homeowners’ expectations and we apologize that did not happen in his situation. We will attempt to address all issues in his complaint and clarify key points.
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
We will first address the heater claim from December 9, 2013, which was denied due to the pre-existing condition of the heater being in a state of “disrepair” prior to the effective date of the home warranty. This information was noted on the home inspection report provided to OneGuard by the homeowner. Please note, OneGuard often asks for home inspections to use as a tool to determine if the unit in question was in good working condition prior to the effective date of the warranty Per the terms of the service agreement, 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 (please find the attached copy of the home inspection report which outlines various problems with the heating system). Additionally, per the homeowner in his original phone call for service to OneGuard, this was the first time he ever used the heater upon moving into the home.
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.
All information was taken into account and analyzed by OneGuard’s Authorization team, and the claim would be denied due to the pre-existing condition of the heater. On December 10, 2014, a representative from OneGuard spoke with the homeowner directly to explain the repair was not covered because it was not inspected, and this was the first time the homeowner attempted to use the unit. The inspector did not turn the unit on to inspect indicating it was in a state of disrepair, requiring immediate attention. Based on the information provided in the home inspection report, and the professional diagnosis from our licensed contractor, OneGuard concluded the unit was not in good working condition at the start of the home warranty, and did not consult with a qualified contractor as recommended by the inspector.
Please see the excerpt taken directly from the homeowner’s service agreement to help further explain our position:
WARRANTY 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
FSENTINEL COVERAGE (page of 6)
NO FAULT COVERAGE
COVERED: This residential service contract covers breakdowns caused by unknown pre-existing conditions such as 1) insufficiently maintained systems, 2) rust or corrosion, 3) mismatched systems, and 4) improper installation or repair so long as the mechanical failure was not known, would not have been detectable by a state certified home inspection or a OneGuard mechanical inspection, and was not caused by the contract holder
NOTE: The No Fault Coverage is intended to cover unknown pre-existing conditions caused by the previous owner For purposes of determining whether a breakdown was caused by an unknown pre-existing condition, we will accept a state certified home inspection or a OneGuard mechanical inspection as proof that the problem was unknown so long as the inspection was performed on the defective covered item and completed within 90-days of the effective dateThis coverage is not intended to take responsibility for maintenance and proper use of appliances and equipment by the contract holder. The contract holder must have all known pre-existing defects correctly repaired by a service professional and deliver to OneGuard any paid invoices evidencing the repairs before the defective item can be covered by this residential service contractThis coverage also does not cover undersized systems
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
Please see additional excerpt from homeowner’s service agreement with respect to the service fee that was due:
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
Next, we will address the most recent plumbing claim the homeowner is referring to. Please note, as of March 24, it is our understanding the repair has been completed.
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, ***’s was available to run the call. The technician from ***’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 $200. OneGuard provided the technician with approval to move forward with the repair. The $the homeowner is referring to, is the cost to access the pipe through a brick wall. It would take approximately hours of labor to obtain access ($per hour plus tax). Per the terms of the service agreement, costs for access are not covered under the home warranty. Therefore, that portion would be the responsibility of the homeowner. However, the cost of the pipe replacement and leak repair would be covered by OneGuard under his service agreement. 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.
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 ***’s is refusing to provide documentation. Therefore, we spoke with ***’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
The homeowner is also stating that a supervisor was supposed to return to the property. We have reviewed the notes in our database with respect to this claim, and find no record of a supervisor returning to the property. However, we have numerous notes regarding the homeowner calling OneGuard making accusations against OneGuard and ***’s, and threatening to complain to Revdex.com. The claim was ultimately escalated to OneGuard’s Customer Relations team to try to achieve resolution in the situation. The homeowner advised our representative the drain was not cleared and he no longer wanted ***’s back to his home.
The Customer Relations representative offered to send a different contractor to assess the situation and forwarded the claim to *** ***. The technician from *** *** 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 *** *** viewed the situation from a different perspective and resolved the problem.
We apologize if ***’s provided any mis-information and if there was any breakdown in communication between the homeowner and ***’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 ***’s to the property.
In closing, OneGuard Home Warranties has always acted in good faith and within the parameters of the service agreement. We have put a lot of effort to keep the lines of communication open with the homeowner and did our due diligence to genuinely help him throughout his experience. The claim for the heater was a firm denial. Additionally, the plumbing issue has been repaired. OneGuard has fulfilled our obligations and respectfully requests for Revdex.com to close this complaint ‘Administratively Judged Resolved’.
Thank you again for allowing OneGuard Home Warranties the opportunity to look into this on behalf of the homeowner. Please know your questions are welcomed
Sincerely,
*** *** Customer Relations Manager
OneGuard Home Warranties
Direct: ***
text-decoration: none; background-">January 3, *** ***
*** * *** *** ***
*** ** ***
Re: OneGuard Business Response for CID ***
Dear Revdex.com,
Thank you for the information and allowing Customer Relations the opportunity to review the homeowner's claim for the kitchen sink pullout side sprayer adapter firsthand and respondPlease be assured we have analyzed the claim in its entirety to ensure accuracyIn addition, we have had a direct follow up conversation with the homeowner in an effort to help him understand why the item was not covered by the OneGuard service agreement
The kitchen sink pullout sprayer adapter is not a covered item under the OneGuard service agreementThe adapter for the pullout sprayer is an afeature that does not affect the primary operation of the kitchen faucet. In this situation, the pullout side sprayer adapter which is separate from the faucet was brokenHowever, the faucet was properly working, and the faucet’s primary function to dispense water was not disruptedAccording to the terms and conditions of the service agreement, OneGuard does not cover repairs for any features that do not contribute to the primary function of the covered systemPlease note we have had a follow up conversation with the homeowner to explain warranty coverage and he expressed an understanding of coverage at that timeThank you again for allowing Customer Relations the opportunity to clarify this informationWe sincerely hope it helpsPlease feel free to contact me directly with any questions
Respectfully,
Samantha M***
Team Manager
OneGuard Customer Relations
Dear Revdex.com,
Thank you for bringing this information to our attention and allowing Customer Relations the opportunity to review the claim firsthand. We are in agreement with the homeowner and the repair for the evaporator coil should be covered under the home
warranty. The homeowner did her due diligence in having the unit serviced and OneGuard does not have substantive documentation to not cover the claimPlease be assured our team is actively working directly with the homeowner to finalize the successful resolution of the claim, and we sincerely regret the level of frustration she enduredThank you again and please know your questions are welcomed. Respectfully,
Samantha M***
Team Manager
OneGuard Customer Relations
Not worth the money paid for policyWould not reimburse for repair done by a licensed and accredited Arizona companyGarage door springs broke and needed to be able to get out of garage