One Guard Home Warranty I purchase really let me down when I needed them I live in Texas and it get hot hereMy AC went out Friday evening so I call them the first thing Saturday morningThe first thing they wanted was to get my credit card and go ahead and process the $service fee, but I asked them to wait until if and when the service was actually completed so they put my card number on file to charge laterI was feeling pretty good until their closing remark was that they would ask a service provider to contact me sometime on MondayWHAT????? There was no assurance that someone would actually show up on Monday and I could possibly be without AC for several daysOne Guard taught their great customers service...WOW; I was shocked because with a wife and children trying to survive in the Texas heat is not a healthy or bearable conditionSO BEWARE of One Guard I ended up hiring an outside AC company to repair the unit on Saturday paid them out of my pocketOne Guard did not offer to reimburse me when I cancelled the service order Wow I feel like I was ripped off because I purchased the home warranty on good faith and paid the entire amount upfront My advise is to think twice before do business with One Guard
Dear Revdex.com,Thank you so much for bringing this matter to our attention Please know this is not typical of our operations and we sincerely regret the homeowner’s experience with the claim Upon receiving this complaint, our Customer Relations team immediately
began looking into the situation and we are in the process of reaching out to the homeowner directly to achieve a swift resolution We truly appreciate the homeowner’s feedback and value his years as a loyal OneGuard customer This information has been escalated to our executive management team for internal review, and we have communicated directly with the service contractor regarding his concerns His satisfaction is extremely important to us and we want to be sure you know we take this information very seriously It allows us to improve processes and to provide additional training to our representatives and service contractorsWe appreciate the homeowner’s patience throughout this entire process, and will provide an update to Revdex.com once a positive resolution is achieved Thank you again for allowing OneGuard Home Warranties the opportunity to look into this on the homeowner's behalf.Sincerely,OneGuard Home Warranties Customer Relations Team
March 26,
RE: Revdex.com Complaint ID *** / OneGuard
Business Response for *** ***
Dear Revdex.com,
Thank you for allowing OneGuard Home Warranties the opportunity to provide information regarding the homeowner’s claim for the pool heater and to explain why it was denied Please know OneGuard has always acted in good faith and within the parameters of the service agreement The claim has been reviewed by OneGuard’s Authorization team, Customer Relations team, and Executive Management team to ensure accuracy We have also had numerous conversations with the homeowner to explain coverage and why the claim has been denied
The OneGuard team reviews the nature and cause of the issue the homeowner is experiencing, and will do everything possible to cover a claim Please know we are required to follow the parameters set forth in the service agreement, and favor on the side of our customers when the situation is unclear
Here is a specific timeline of events and what led to our ultimate decision to deny the claim:
The effective date of the home warranty was February 23, Please note, new plans are subject to pre-existing conditions as outlined in the terms of the service agreement
On March 3, 2014, the homeowner initiated a call into our customer Care division advising that when the spa is turned on, it immediately shuts off and is also shooting sparks A work order was created on the homeowner’s behalf and forwarded to a preferred service provider
On March 4, 2014, the service contractor was dispatched to the home and provided OneGuard with the following information: The heater for the pool and spa will turn on and immediately shuts off The heater is completely rusted through and requires replacement The homeowner may have ran the heater previously However, the technician advised OneGuard the heater is unsafe to operate, and the extreme presence of rust is the prime contributing factor of the failure In his opinion, the rust has been present for a long period of time, prior to the effective date of the home warranty Rust to such extent takes time to develop, possibly several months or years Additionally, the filter is leaking from the band clamp and needs a new O-ring, and the salt system is not working However, the motor appears to be running fine The issue is primarily with the condition of the heater The technician further advised the equipment is located under a roof line which could also contribute to the rust when it rains, as it flows directly into the equipment The technician forwarded several pictures to OneGuard to demonstrate his findings (please see attached photos) The technician also advised the homeowner did not have a home inspection performed on the equipment prior to move in Please note, if the equipment was inspected, it would have been marked as deficient on the report
On March 4, 2014, the homeowner provided OneGuard with a receipt showing a list of repairs that were completed by a pool care company on January 30, OneGuard placed a follow up call to the contractor that performed the work for additional information The contractor advised that the heater did function while he was on site However, he stated he did not open the heater up to look inside of the equipment to fully assess it internally
All information was taken into account by OneGuard’s Authorization team and Executive Management team before denying the claim: The professional diagnosis and pictures from the pool contractor, the homeowner’s receipt, current state of the pool heater, the effective date of the home warranty, and the date the initial claim for service was created
On March 11, 2014, a representative from OneGuard’s Authorization team spoke with the homeowner directly to advise the repair was not covered under the service agreement He explained that per the terms of the service agreement, OneGuard requires for covered items to be in good working condition upon the effective date of the home warranty The claim was denied due to the pre-existing condition of the pool heater with the excessive presence of rust which resulted in the failure The home warranty was in effect for days when the initial claim for service was created and the unsafe condition of the heater was evident to be pre-existing
Please see the excerpt taken directly from the homeowner’s service agreement to help further explain our position:
AWARRANTY COVERAGE (page of 6)
In accordance with the terms and conditions of this residential service contract, OneGuard Home Warranties will repair or replace your selected covered items so long as they: aAre in good, safe working order and correctly installed at the premises on the effective date of this warranty contract
On March 17, 2014, OneGuard’s Customer Relations team received a written request from the homeowner to appeal the denial The Customer Relations representatives analyzed the entire timeline and details of the claim, including diagnosis, pictures, and the inspection report They also met with the representatives of OneGuard’s Authorizations and management teams, and shared the information in the homeowner’s appeal
On March 19, 2014, a Customer Relations representative called the homeowner to discuss the denial in more detail She confirmed the denial still applied due to the condition of the heater being considered a pre-existing condition, and not in good working order upon the effective date of the agreement OneGuard will not be covering the repair or replacement of the water heater
OneGuard Home Warranties respectfully requests for Revdex.com to close this complaint ‘Administratively Judged Resolved’ 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 Manager
OneGuard Home Warranties
Direct: ###-###-####
Dear Revdex.com,
Thank you for the information and allowing Customer Relations the opportunity to address the homeowner's concerns and offer our personal assistancePlease be assured we have spoken directly with the homeowner and have amicably resolved his situation
We have honored his request and cancelled the warranty, backdating it to the date he originally requested to cancel, and sincerely regret the level of frustration he endured and timeframe involved on our endThe homeowner has also advised he will notify Revdex.com that he is satisfied with the outcomeThank you again for allowing the Customer Relations the opportunity to provide you with this information.Respectfully,
Samantha M***
Direct: ###-###-####
Dear *** ***,Please know we truly regret the homeowner's dissatisfaction with his claim for the air conditioning system A representative from our Customer Relations team has left a voice message and sent a follow up e-mail to the homeowner, expressing that we would like to
assist with achieving a positive outcome The representative has provided the homeowner with her direct call back number and will follow up again before close of business today if she does not hear back.We will let you know the end result and hopeful that this will be resolved Thank you and please know your questions are always welcomed-*** Sincerely,*** ***Customer Relations ManagerDirect: ###-###-####
Dear Revdex.com,Please find our attached business response for *** ***, CID ***Thank you for your time and consideration and feel free to contact me directly with any questions.Warmest regards,Samantha M***Team Manager, Customer
RelationsDirect: ###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory only if OneGuard Home Warranty ensures that *** will replace the faucet by March 11, at no additional expense to us
*** ***
The company contacted me after posting a negative review They were apologetic about my experience, sensitive to my concerns and committed to improving communication with customers on plan changes in the future They made the situation right and I am pleased with the outcome To reiterate, I have been pleased with the service providers contracted by One Guard
April 8,
Patrick [redacted]
"">[redacted] W [redacted] Broom Drive
Chandler, AZ
Re: OneGuard Home Warranties Business Response for Complaint ID [redacted]
Dear Revdex.com,
Thank you for allowing OneGuard Home Warranties the opportunity to look into this claim on the homeowner's behalf and to clarify key information Please know we have reviewed the digitally recorded phone calls with respect to this complaint OneGuard has always acted in good faith and within the parameters of the service agreement, and will not be issuing reimbursement for the $service fee
Here is a timeline of events and summary of the phone conversations:
On February 27, 2014, [redacted] advised that it was diagnosed that the Freon lines in the wall were leaking for the [redacted] conditioning system Please note, OneGuard does not accept diagnosis from outside contractors [redacted] wanted to get an estimate from OneGuard on the cost to rep[redacted] and wanted to go through homeowner's insurance (we believe she was referring to OneGuard - sometimes people refer to us as insurance)
Our representative spent several minutes on the call, and offered to create a work order on her behalf [redacted] asked if the rep[redacted] would be covered She felt that it should be She also wanted to know how much of the cost OneGuard would cover The representative advised that if it is due to wear-and-tear it could potentially be covered The representative said, "We can definitely set up the work order for the service fee, but if the technician goes to the home and the problem you are having is not covered under the home warranty, you are still responsible for the service fee." [redacted] agreed and said she would expect the rep[redacted] to be covered The OneGuard representative further reiterated that if the problem was not due to wear-and-tear, it would not be covered [redacted] chose to move forward with creating the work order and paid the service fee over the phone She then asked if the service fee is always due The representative replied that it was and [redacted] said, "All right." It appears she understood Please also note, our representative never advised that if the repair was not covered that OneGuard would work with you on the service call That is not correct information Further, the OneGuard representative never placed any pressure on the homeowner to create a work order
On February 28, 2014, the service contractor was dispatched to the property and provided OneGuard with the following information: The unit is low on refrigerant The homeowner had both units replaced months ago The party that installed the units had to come back twice to add more refrigerant There are no visible leaks The line sets under the slab and the leak is coming from the line in the slab He advised the line set would require replacement He explained that this could have happened when the new unit was installed One scenario for this to happen could possibly be due to a joint in the ground, which caused the concrete to crack and the copper line to separate, and does not happen due to wear-and-tear Something had to cause it to crack The claim was ultimately denied due to non-wear-and-tear conditions
On March 4, 2014, [redacted] called OneGuard stating that she should not be responsible for the service fee The representative read the notes in the system regarding the claim to [redacted] and requested to speak with a supervisor, as she felt the information was not accurate The representative confirmed contact information and advised that the supervisor would review the phone call and call her back OneGuard did in fact respond and on March 6, 2014, a supervisor left a voice message for the homeowner The homeowner never returned the call and OneGuard subsequently received the Revdex.com complaint on March 27,
In closing, we have reviewed the timeline of the homeowner's claim in its entirety and OneGuard will not be reimbursing the homeowner for the service fee Per the terms of the service agreement, the service fee is rightfully due Our representative explained the service fee was due when the work order was created and the homeowner agreed to the terms OneGuard Home Warranties respectfully requests for Revdex.com to close this complaint ‘Administratively Judged Resolved' Thank you for your time and consideration
Sincerely,
OneGuard Home Warranties
Customer Relations Team
I was a customer of One Guard/Service One from July 2008 to July 2013. Due to financial situations we were unable to re up our policy. We finally signed back up in February of this year. After submitting two claims and having both claims denied due to previous conditions I am canceling my policy. They have been un helpful and show no care towards the longevity my family and I have been customers of theirs. We had a 7 month lapse in our policy and I feel we should not have a red flag on our account to not cover pre existing because any of our issues will be pre existing. A new policy holder will not be held under the same scrutiny we are. They are now trying to charge me a $50 cancellation fee and pro rate the refund. I would like to try and get a full refund due to the fact we have not been able to use the warranty for the reasons we purchased it. One Guard is a large company who seems to not care about the customer only the money they receive from them.
I see now that this business is not [redacted] acredited and I know why! We had this warranty service for 8 years, we continued paying the increasing premiums in fear of a household catastrophe. Over the 8 years we may have used the service a handful of times, several times there was a "part not covered". This year we finally had enough and decided to set the $800+ a year aside for an emergency. Called to cancel, got the instuctions the rep was very nice, but unfortunately gave me false information about the amount to be returned to us. After several emails back and forth with the cancellation department 4 weeks later still no refund(which is suppossed to be issued 7-10 days) . I even spoke with a supervisor who apologized and claimed to "issue new training" so this doesn't happen again. A week later still no check. This has been a horrible experience and very disaapointing. Bad business practice! I feel like a bill collector trying to get this business to comply with their own standards! Funny they never missed a payment from us in over 8 years!
Dear Revdex.com,
Thank you for the information and allowing Customer Relations the opportunity to respond. Please be assured I have been in direct communication with Mr. [redacted] and also actively involved with his claim. Since lodging the complaint with Revdex.com, Mr....
[redacted] called to advise the washer is working and no longer displaying error codes. If he begins to experience any issues with the unit, I asked him to please call me right away and I will make arrangements for our contractor to return to the property. Please know we sincerely appreciate Mr. [redacted]'s patience throughout and apologize for the frustration he has endured with his claim.Thank you again and please let me know if you have additional questions.
Warmest regards,
Samantha M[redacted]
Team Manager, Customer Relations
Direct: [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.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.e. present" 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. 1. In the first paragraph of OneGuard's response, the comment "The Customer Relations Team reviews ... and will do everything possible to cover your claim...and are required to follow the parameters set forth in the service agreement and favor on the side of our customers when the situation is unclear". If this statement held any merit at all, I know we would not be here because everyone from the manufacturer to online professionals to other contractors, which I have already provided in my original complaint, have all maintained that this breakdown of the fiberglass component, the [redacted] FNS Plus D.E. Filter is breaking down due to Normal Wear and Tear. 2. 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. 3. After the finding by [redacted], LLC., was made, I requested that OneGuard provide me with any information on this company, [redacted], as I was not able to find any information myself. I wanted specifically to know what this technician's license was, how much training he had, etc. I was given no information, even though I provided OneGuard with all of the contractors I hired to come out for second and third opinions, that were well documented and one, has been in this industry for over 25 years. His name is [redacted] and he is employed by [redacted], who has been in the pool building business since 1966. A well-respected and well-known business here in Arizona. Mr. [redacted] provided me with an estimate with what it would cost to replace this unit as well as his findings of what he thought caused the hole/crack, which was "Normal Wear and Tear". A follow up email was also forwarded to OneGuard with this information and yes, as OneGuard told you in their response, they did contact Mr. [redacted], but the specific part that they left out was that after Mr. [redacted] told them that he didn't open the tank to observe the grids (at this point, the grids were already clean and the tank was put back together by myself so Mr. [redacted] could come out and give his estimate at no charge to me), Mr. [redacted] explained this to OneGuard and further told them in his professional opinion that he didn't need to open the filter to know that this was not caused by anything but the unit being over 11 years old and sitting in the Arizona sun for 365 days per year and he has done this job for over 25 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.4. When I provided OneGuard the information on the contractors and pool professionals that I had come out to my home, and realized they were not going to listen to what they or I had to say, I then provided Ms. [redacted] with the name of a contact who worked directly for the Manufacturer of my filter, [redacted]. When I wasn't getting any results merely on the merit of the contractors, I decided to go directly to the source. Who knows this product better than the people that design and construct it? I was given the number of a man named [redacted], who is the [redacted]tory District Sales Manager for [redacted] Pools at his direct line ###-###-####. To date, Mr. [redacted] has informed me that OneGuard, nor any of its representatives contacted him so he could explain that there is no way my filter cracked for the reasons OneGuard is claiming, and that the hole/crack is absolutely due to "normal wear and tear"! I would urge you to contact [redacted] so he can explain directly to you, his findings and why. 5. Regarding the statement that OneGuard made in reference to the "caretaker screen" being clogged solid, this is normal 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. 6. 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 3/17/15. 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. [redacted], myself, and brought this to her attention, not the other way around, and this was also recorded in our conversation. The 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. 7. The photos of so-called "maintained grids" that OneGuard provided to you are not representative of a normal pool, nor a pool with DE, as outlined in the Owner's Manual. 8. In the last part of paragraph 5 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. 9. In paragraph 6 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 25 years with voluminous experience with these filters. OneGuard's Ms. [redacted] declined and refused to answer. 10. Also in paragraph 6 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 2 times per year is sufficient for the grids to be cleaned. 11. In paragraph 8 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 normal range of 20-20 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.12. In paragraph 9 of OneGuard's response, they do acknowledge one thing, that at least one of my contractors was from a "reputable" pool company. This is referring to the email and phone conversation that OneGuard had with Mr. [redacted], the contractor from [redacted]. As they stated, I forwarded a copy of the quote Mr. [redacted] gave me when he came to my home to give me a second opinion on what caused my filter to produce a hole/crack, and then he further provided me with a followup email which I also forwarded to OneGuard. Once again, what they fail to mention, I pointed out in my first paragraph, OneGuard left out the part of their telephone conversation with Mr. [redacted] where he told them that "he did not need to inspect the grids inside the filter to determine that this problem was caused by normal wear and tear". Further, in the sentence that says he "discovered a crack in the filter he believed was the result of the tank expanding and contracting. Well part of this statement is true. The filter is designed to expand and contract (facts are found in the Owner's Manual). This filter is specifically designed to put the desired and needed pressure to circulate through the pool cleaning pop up system so that the pressure is enough to handle the cleaning process. Also, if Mr. [redacted] said this, this is factual and is performing the duties as it was designed to do. Where does this imply that this has anything to do with causing the filter to crack, etc.? He explicitly told OneGuard that the cause of the breakdown was due to Normal Wear and Tear. OneGuard is making things up as they go along.13. When OneGuard's representative contacted Mr. [redacted], the contractor from [redacted], the statement says, "the supervisor called to speak with him directly. She specifically asked him about the condition of the filter grids." I am wondering if there was any question that asked him in his professional opinion what caused the breakdown in the filter. Mr. [redacted] told me that he emphatically told OneGuard that it was due to Normal 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 presented. Why 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.14. As explained by the Manufacturer of this filter, [redacted] Pools, and their representative and Area tory District Manager, [redacted], my filter is about 11 years old now and the normal or average length of time for these filters to last is between 5 to 8 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. 15. In reference to the LIMITATIONS AND LIABILITY paragraphs by OneGuard, in Paragraph (H. b.), Routine maintenance of appliances and equipment. You 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 5 or more years at $80 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 10 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, [redacted], from [redacted]. This man is now also doing the repair and replacement work for [redacted] and will be phasing out of the pool cleaning business and he also directly works with the Managers of [redacted] and also with [redacted], the Area District Manager for [redacted] Pools. I find OneGuard and their "technician's" remarks that my pool was not maintained, etc., almost slanderous, but at this point nothing they say is surprising. How do they make their claims? Again, their own agenda. I have the facts, with the letters, the payments, etc.16. In reference to Paragraph (H. c.), 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.17. 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! 18. 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 MrDgvb1 on [redacted]. He is a professional that has almost 13,000 followers and has several videos of how to clean a [redacted] FNS Plus Filter and also offers information on troubleshooting. When I joined the forum, there was another person on there asking about the breakdown of the same filter as mine and he resides in Florida. I asked the question about so-called "dirty grids" and "no DE" and dirty 5 port valve screen and posed the question if any of these things would cause my filter to break down. His response was "[redacted], Unlikely. The tank is weakened from UV sun exposure since it is made of fiberglass. It can also be a defect in the filter itself that will show immediately or at a later time. I have had them crack in the first year on two accounts (covered under the one year warranty). One cracked after 9 years for no reason. It is normal wear and tear. I would call [redacted] and have them send you a statement of some kind referencing that tanks crack due to age and wear, or defects. The warranty company just doesn't want to pay! I asked permission to use his statement here and will be providing you with the [redacted] information and a copy of his response in an email to me. I think I may have asked this question before, but I want to bring it up again. I would like to know why OneGuard's technician did not take a photo of my pool running displaying the PSI on the filter? I know it was at 28 PSI, well withing the normal range. This directly contradicts the statements OneGuard is making that my filter expanding, being dirty, non-maintained etc. etc., are false and inaccurate, but more importantly, non-factual!I want to reiterate my position, especially and specifically with regard to the statement by OneGuard regarding "Lack of Maintenance". This statement only refers to the DE and Grids. This statement does not directly respond to my claim for OneGuard to replace my filter. This is in my informed opinion to deflect the facts to your office off the topic, which is replacing my [redacted] FNS Plus D.E. Filter. For example, if there was no D.E. present at all, 1. The grids would be the only thing that could possibly get damaged, and have to be replaced. 2. If that were to happen, the D.E. would simply backup and go straight into the pool, which did not happen. The grids are specifically designed to filter the dirt and debris which come from the pool and then sticks to the grids, in which my grids were doing exactly what they were supposed to do, collect all the dirt and debris; hence, the reason they are/were dirty. Thus proving they were working properly and doing their job! If you think of a screen door on your home, if closed and properly installed, when your main door is open, only air can get in and circulate, otherwise keeping out bugs and critters; however if the screen becomes damaged, i.e., ripped, torn, etc., then there is a probability that a bug or critter or other elements are going to be able to get into your home, therefore making the "screen" ineffective, not the entire door. Do I believe the house or room is going to collapse because of this..in all probability no. Do I think the bugs, etc., might irritate us, most likely yes. I will be including the Manufacturer's Owner's Manual with everything marked in order, hopefully matching up my rebuttal. I am also enclosing the [redacted] Caretaker Owner's Manual that specifically relates to the comments regarding the 5 port valve screen, etc. I am going to include statements or references of complaints against OneGuard Home Warranty that are public knowledge on the site [redacted]. I will send the email I received from the [redacted] video on the "fyi" forum. I am also including a copy of the Pool Owner Liftime Warranty for [redacted] Cleaning Agreement, which reflects my name on it directly from the pool builder. This 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 consideration. I 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 well. I respectively request for the Revdex.com to not close this complaint, "administratively" or otherwise. I hope you will hold OneGuard accountable for not providing you all the facts in their response.From a very concerned citizen and disabled member of the United States Marine Corps, I am grateful that there is a place that consumers can turn when a company will not listen! Sincerely, thank you.* The following is a link to the [redacted] page of reviews from other OneGuard customers http://www.homewarrantyreviews.com/reviews/oneguard-home-warranties Thank you.Regards,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I do not agree with any of the claims they made about customer service being important or that they are interested in making sure they handle things professionally as this is the exact opposite of the interactions I have had with One Guard. I feel that they are only trying to cover their actions and the actions of their representatives who did not follow up or do their jobs.
I did not receive any kind of correspondence from One Guard until they were notified that I filed a Revdex.com complaint against them. Yes, the permit was removed. However, I am the one that removed it when I called the City Permit office.Regards,
[redacted]
text-decoration: none; background-color: transparent;">August 14, 2016
[redacted]
Warranty # [redacted]
Re: OneGuard Home Warranties / Revdex.com Business Response / CID [redacted]
Dear Revdex.com, Thank you for allowing Customer Relations the opportunity to address the homeowner’s concerns regarding the damage and replacement of his toilets. Please know our number one priority is to provide a level of service that exceeds our homeowners expectations and we truly apologize for any frustration he has endured. Please be assured OneGuard intervened on the homeowner’s behalf to help resolve the situation, and as of August 12, both toilets have been replaced. In addition, we have followed up directly with the service contractor to address this specific claim and discuss learnings to avoid this type of situation from happening in the future.
Our team worked with the contractor to replace the first broken toilet, and arranged for a different OneGuard contractor to install a new master bathroom toilet. After the toilet was replaced, the toilets were still experiencing clogs. The contractor returned to the home, and the service technician used an auger machine which hit a foreign object in the line. This pushed the auger back into the hall toilet creating a break. OneGuard Authorizations communicated between the homeowner and the second contractor to come to an acceptable resolution, and the contractor returned to replace the hall toilet.
Thank you again for allowing Customer Relations the opportunity to review this situation firsthand. Again, we are truly sorry for the experience and appreciate the homeowner’s patience throughout, and sincerely hope this information helps.
Respectfully,
Samantha M[redacted] OneGuard Customer Relations[redacted]
Dear Revdex.com,
font-family: Verdana, sans-serif;">Thank you for allowing OneGuard Home Warranties the opportunity to provide you with information regarding this homeowner’s claim for the faucet repair. Our number one priority is to provide service that always exceeds customer expectations and we sincerely regret the homeowner is unhappy with the current situation. Please know OneGuard’s Authorizations team has been actively involved with the claim, and has consistently communicated with both the homeowner and the service contractor throughout the entire process.
OneGuard has been notified by the contractor that the part has arrived from the distributor and they are attempting to schedule the completion of the repair with the homeowner. Unfortunately, we did not have a firm timeframe for the arrival of the part, and sometimes there are delays in obtaining parts. Per the service contractor’s conversation with the distributor, the same information with respect to the timeframe for arrival, was also communicated to the homeowner.
The Customer Relations team has also reviewed this information with the OneGuard Account Executive that services the homeowner’s area, and she would like to pay for the out of pocket expense the homeowner would have incurred for the new, upgraded faucet, as a one-time courtesy and goodwill gesture. The amount is $132.50. We would also ask for the homeowner to allow the service contractor to complete the repair. Our team has left a voice message for the homeowner advising of this information, and hoping to achieve a swift resolution at this point.
OneGuard Home Warranties respectfully requests for Revdex.com to please close this complaint ‘Resolved’.
Sincerely,
OneGuard Home Warranties
Customer Relations Team
P: ###-###-####
Thank you for the additional information allowing OneGuard Home Warranties the opportunity to review the homeowner’s complaint again in its entirety and further respond. Please know the Customer Relations team has conducted a thorough investigation of the circumstances surrounding the complaint. We have analyzed the entire timeline and details of the claim, and consulted with OneGuard’s Authorization’s department, management team, and the service contractor to verify information and ensure accuracy. We have also followed up directly with the homeowner’s realtor and she is aware of the outcome. The key element in this situation is “breakdown.” According to the terms of the service agreement under No Fault coverage, mechanical breakdowns are covered. However, the air conditioning unit was not experiencing a breakdown. No breakdown was in effect. The coils were impacted with debris, and the professional cleaning that was performed proved that proper cleaning would allow air to flow through the unit and cool the home as it should. Further, the homeowner accepted our funds to apply towards a new unit which she advised OneGuard was her own decision. Please find the excerpt taken from the homeowner’s service agreement to help further explain our position:F. [redacted] BROADFORM COVERAGE1. NO FAULT COVERAGE COVERED: This residential service contract covers breakdowns caused by unknown pre-existing conditions such as 1) insufficiently maintained systems, 2) rust or corrosion, 3) mismatched systems, and 4) improper installation or repair so long as the mechanical failure was not known, would not have been detectable by a state certified home inspection or a OneGuard mechanical inspection, and was not caused by the contract holder. NOTE: The No Fault Coverage is intended to cover unknown pre-existing conditions caused by the previous owner. For purposes of determining whether a breakdown was caused by an unknown pre-existing condition, we will accept a state certified home inspection or a OneGuard mechanical inspection as proof that the problem was unknown so long as the inspection was performed on the defective covered item and completed within 90-days of the effective date. This coverage is not intended to take responsibility for normal maintenance and proper use of appliances and equipment by the contract holder. The contract holder must have all known pre-existing defects correctly repaired by a service professional and deliver to OneGuard any paid invoices evidencing the repairs before the defective item can be covered by this residential service contract. This coverage also does not cover undersized systems.2. AIR CONDITIONING & HEATING SYSTEM NOT COVERED: Window units, portable units, chiller systems and chiller components, boiler systems, gas a/c systems, systems that require R-500 or R-12 refrigerants, solar heating, geothermal units, oil or diesel heating systems, fireplaces and key valves, cable heat, oil storage tanks, humidifiers, standard or electronic filters, electronic air cleaners, computerized HVAC management systems or zone controllers, flues and vents, transitions, roof jacks or stands, maintenance, cleaning, problems caused by dirty and/or clogged coils, inaccessible coil lines, condenser casings, baseboard casings, deionizers, pre-coolers, nonducted wall units, condensate pans, condensate line stoppages, water.We have also provided a copy of the phone conversation between the homeowner and our Customer Relations supervisor where the homeowner advised she decided to apply the funds that were offered to her, and replace the unit. The supervisor also provided the homeowner with her direct information if she needed additional assistance. In closing, the homeowner’s air conditioning system was not experiencing a mechanical breakdown and cleaning the coils to clear the debris for air to flow through the system was required, and not covered under the service agreement. Lastly, we have followed up with the homeowner directly, and she has decided to apply the funds she accepted from OneGuard and her realtor towards a new unit, with the understanding OneGuard would not be covering the expense. Sincerely,[redacted]Customer Relations ManagerOneGuard Home Warranties
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is very acceptable. Once a supervisor was assigned to this issue, OneGuard has responded very quickly, respectfully, and appropriately to resolve not only the repair, but also the confusion over the warranty wording. Their supervisor, [redacted], was excellent in her patient, understanding approach to deescalate the situation and quickly act upon a professional repair and complete problem resolution.
At the beginning of this issue, I was ready to cancel my home warranty, but now will continue with One Guard for years.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Thanks for taking the time to review all the details with my AC/Evaporative cooler issues. Overall there are a lot of accurate details to the time line.My experiences from Oct 7th to Present were slightly different:On October 7, 2014, I contacted the property management to determine why there was not “access” to allow for thermostat wiring. The property manager reached out to the tenant and confirmed nothing is in the attic to block access. On Oct 10, 2014, I reengaged OneGuard to inform you that the attic was free and clear of any obstacles or access limitations (still true). [redacted] message was a request for me to call her back, she did not go into details of a dual thermostat.One Oct 13, 2014, I called [redacted] back and asked her if she could call back the original company that installed the evaporative cooler (2011) and find out why they failed to put a thermostat, and also to give me the price and reason for the second contractor not being able to replace the thermostat when they serviced it on July 1, 2014.On Oct 16, 2014, I personally did not receive a message.On Nov 6, 2014, I made contact with [redacted] who told me she was waiting to hear back from above said contractors. She stated she would call them both back as it had been over a week, and would contact me.Nov 19th Left message with [redacted] (no reply).Nov 25th Left a message with [redacted] (no reply).At this time I kindly request one of the following:A. Installation of the evaporative cooler be completed by installing the thermostat that comes as standard hardware.B. Original dual thermostat be provided to me for verification of model number and unknown name brand.C. Split the difference ($180ea party) to run a wire I don’t feel is necessary at this time if A and B were handle correctly the first time.I would like to reemphasis that access is not limited and also I am not asking for an upgrade of equipment, but rather the correct hardware that comes standard with an evaporative cooler installation be installed. Lastly, I can find dual thermostats online for under $50, and I believe I can replace the original if given the correct Name Brand/Model Number.
Regards,[redacted]
One Guard Home Warranty I purchase really let me down when I needed them I live in Texas and it get hot hereMy AC went out Friday evening so I call them the first thing Saturday morningThe first thing they wanted was to get my credit card and go ahead and process the $service fee, but I asked them to wait until if and when the service was actually completed so they put my card number on file to charge laterI was feeling pretty good until their closing remark was that they would ask a service provider to contact me sometime on MondayWHAT????? There was no assurance that someone would actually show up on Monday and I could possibly be without AC for several daysOne Guard taught their great customers service...WOW; I was shocked because with a wife and children trying to survive in the Texas heat is not a healthy or bearable conditionSO BEWARE of One Guard I ended up hiring an outside AC company to repair the unit on Saturday paid them out of my pocketOne Guard did not offer to reimburse me when I cancelled the service order Wow I feel like I was ripped off because I purchased the home warranty on good faith and paid the entire amount upfront My advise is to think twice before do business with One Guard
Dear Revdex.com,Thank you so much for bringing this matter to our attention Please know this is not typical of our operations and we sincerely regret the homeowner’s experience with the claim Upon receiving this complaint, our Customer Relations team immediately
began looking into the situation and we are in the process of reaching out to the homeowner directly to achieve a swift resolution We truly appreciate the homeowner’s feedback and value his years as a loyal OneGuard customer This information has been escalated to our executive management team for internal review, and we have communicated directly with the service contractor regarding his concerns His satisfaction is extremely important to us and we want to be sure you know we take this information very seriously It allows us to improve processes and to provide additional training to our representatives and service contractorsWe appreciate the homeowner’s patience throughout this entire process, and will provide an update to Revdex.com once a positive resolution is achieved Thank you again for allowing OneGuard Home Warranties the opportunity to look into this on the homeowner's behalf.Sincerely,OneGuard Home Warranties Customer Relations Team
March 26,
RE: Revdex.com Complaint ID *** / OneGuard
Business Response for *** ***
Dear Revdex.com,
Thank you for allowing OneGuard Home Warranties the opportunity to provide information regarding the homeowner’s claim for the pool heater and to explain why it was denied Please know OneGuard has always acted in good faith and within the parameters of the service agreement The claim has been reviewed by OneGuard’s Authorization team, Customer Relations team, and Executive Management team to ensure accuracy We have also had numerous conversations with the homeowner to explain coverage and why the claim has been denied
The OneGuard team reviews the nature and cause of the issue the homeowner is experiencing, and will do everything possible to cover a claim Please know we are required to follow the parameters set forth in the service agreement, and favor on the side of our customers when the situation is unclear
Here is a specific timeline of events and what led to our ultimate decision to deny the claim:
The effective date of the home warranty was February 23, Please note, new plans are subject to pre-existing conditions as outlined in the terms of the service agreement
On March 3, 2014, the homeowner initiated a call into our customer Care division advising that when the spa is turned on, it immediately shuts off and is also shooting sparks A work order was created on the homeowner’s behalf and forwarded to a preferred service provider
On March 4, 2014, the service contractor was dispatched to the home and provided OneGuard with the following information: The heater for the pool and spa will turn on and immediately shuts off The heater is completely rusted through and requires replacement The homeowner may have ran the heater previously However, the technician advised OneGuard the heater is unsafe to operate, and the extreme presence of rust is the prime contributing factor of the failure In his opinion, the rust has been present for a long period of time, prior to the effective date of the home warranty Rust to such extent takes time to develop, possibly several months or years Additionally, the filter is leaking from the band clamp and needs a new O-ring, and the salt system is not working However, the motor appears to be running fine The issue is primarily with the condition of the heater The technician further advised the equipment is located under a roof line which could also contribute to the rust when it rains, as it flows directly into the equipment The technician forwarded several pictures to OneGuard to demonstrate his findings (please see attached photos) The technician also advised the homeowner did not have a home inspection performed on the equipment prior to move in Please note, if the equipment was inspected, it would have been marked as deficient on the report
On March 4, 2014, the homeowner provided OneGuard with a receipt showing a list of repairs that were completed by a pool care company on January 30, OneGuard placed a follow up call to the contractor that performed the work for additional information The contractor advised that the heater did function while he was on site However, he stated he did not open the heater up to look inside of the equipment to fully assess it internally
All information was taken into account by OneGuard’s Authorization team and Executive Management team before denying the claim: The professional diagnosis and pictures from the pool contractor, the homeowner’s receipt, current state of the pool heater, the effective date of the home warranty, and the date the initial claim for service was created
On March 11, 2014, a representative from OneGuard’s Authorization team spoke with the homeowner directly to advise the repair was not covered under the service agreement He explained that per the terms of the service agreement, OneGuard requires for covered items to be in good working condition upon the effective date of the home warranty The claim was denied due to the pre-existing condition of the pool heater with the excessive presence of rust which resulted in the failure The home warranty was in effect for days when the initial claim for service was created and the unsafe condition of the heater was evident to be pre-existing
Please see the excerpt taken directly from the homeowner’s service agreement to help further explain our position:
AWARRANTY COVERAGE (page of 6)
In accordance with the terms and conditions of this residential service contract, OneGuard Home Warranties will repair or replace your selected covered items so long as they: aAre in good, safe working order and correctly installed at the premises on the effective date of this warranty contract
On March 17, 2014, OneGuard’s Customer Relations team received a written request from the homeowner to appeal the denial The Customer Relations representatives analyzed the entire timeline and details of the claim, including diagnosis, pictures, and the inspection report They also met with the representatives of OneGuard’s Authorizations and management teams, and shared the information in the homeowner’s appeal
On March 19, 2014, a Customer Relations representative called the homeowner to discuss the denial in more detail She confirmed the denial still applied due to the condition of the heater being considered a pre-existing condition, and not in good working order upon the effective date of the agreement OneGuard will not be covering the repair or replacement of the water heater
OneGuard Home Warranties respectfully requests for Revdex.com to close this complaint ‘Administratively Judged Resolved’ 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 Manager
OneGuard Home Warranties
Direct: ###-###-####
Dear Revdex.com,
Thank you for the information and allowing Customer Relations the opportunity to address the homeowner's concerns and offer our personal assistancePlease be assured we have spoken directly with the homeowner and have amicably resolved his situation
We have honored his request and cancelled the warranty, backdating it to the date he originally requested to cancel, and sincerely regret the level of frustration he endured and timeframe involved on our endThe homeowner has also advised he will notify Revdex.com that he is satisfied with the outcomeThank you again for allowing the Customer Relations the opportunity to provide you with this information.Respectfully,
Samantha M***
Direct: ###-###-####
Dear *** ***,Please know we truly regret the homeowner's dissatisfaction with his claim for the air conditioning system A representative from our Customer Relations team has left a voice message and sent a follow up e-mail to the homeowner, expressing that we would like to
assist with achieving a positive outcome The representative has provided the homeowner with her direct call back number and will follow up again before close of business today if she does not hear back.We will let you know the end result and hopeful that this will be resolved Thank you and please know your questions are always welcomed-*** Sincerely,*** ***Customer Relations ManagerDirect: ###-###-####
Dear Revdex.com,Please find our attached business response for *** ***, CID ***Thank you for your time and consideration and feel free to contact me directly with any questions.Warmest regards,Samantha M***Team Manager, Customer
RelationsDirect: ###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory only if OneGuard Home Warranty ensures that *** will replace the faucet by March 11, at no additional expense to us
*** ***
The company contacted me after posting a negative review They were apologetic about my experience, sensitive to my concerns and committed to improving communication with customers on plan changes in the future They made the situation right and I am pleased with the outcome To reiterate, I have been pleased with the service providers contracted by One Guard
April 8,
Patrick [redacted]
"">[redacted] W [redacted] Broom Drive
Chandler, AZ
Re: OneGuard Home Warranties Business Response for Complaint ID [redacted]
Dear Revdex.com,
Thank you for allowing OneGuard Home Warranties the opportunity to look into this claim on the homeowner's behalf and to clarify key information Please know we have reviewed the digitally recorded phone calls with respect to this complaint OneGuard has always acted in good faith and within the parameters of the service agreement, and will not be issuing reimbursement for the $service fee
Here is a timeline of events and summary of the phone conversations:
On February 27, 2014, [redacted] advised that it was diagnosed that the Freon lines in the wall were leaking for the [redacted] conditioning system Please note, OneGuard does not accept diagnosis from outside contractors [redacted] wanted to get an estimate from OneGuard on the cost to rep[redacted] and wanted to go through homeowner's insurance (we believe she was referring to OneGuard - sometimes people refer to us as insurance)
Our representative spent several minutes on the call, and offered to create a work order on her behalf [redacted] asked if the rep[redacted] would be covered She felt that it should be She also wanted to know how much of the cost OneGuard would cover The representative advised that if it is due to wear-and-tear it could potentially be covered The representative said, "We can definitely set up the work order for the service fee, but if the technician goes to the home and the problem you are having is not covered under the home warranty, you are still responsible for the service fee." [redacted] agreed and said she would expect the rep[redacted] to be covered The OneGuard representative further reiterated that if the problem was not due to wear-and-tear, it would not be covered [redacted] chose to move forward with creating the work order and paid the service fee over the phone She then asked if the service fee is always due The representative replied that it was and [redacted] said, "All right." It appears she understood Please also note, our representative never advised that if the repair was not covered that OneGuard would work with you on the service call That is not correct information Further, the OneGuard representative never placed any pressure on the homeowner to create a work order
On February 28, 2014, the service contractor was dispatched to the property and provided OneGuard with the following information: The unit is low on refrigerant The homeowner had both units replaced months ago The party that installed the units had to come back twice to add more refrigerant There are no visible leaks The line sets under the slab and the leak is coming from the line in the slab He advised the line set would require replacement He explained that this could have happened when the new unit was installed One scenario for this to happen could possibly be due to a joint in the ground, which caused the concrete to crack and the copper line to separate, and does not happen due to wear-and-tear Something had to cause it to crack The claim was ultimately denied due to non-wear-and-tear conditions
On March 4, 2014, [redacted] called OneGuard stating that she should not be responsible for the service fee The representative read the notes in the system regarding the claim to [redacted] and requested to speak with a supervisor, as she felt the information was not accurate The representative confirmed contact information and advised that the supervisor would review the phone call and call her back OneGuard did in fact respond and on March 6, 2014, a supervisor left a voice message for the homeowner The homeowner never returned the call and OneGuard subsequently received the Revdex.com complaint on March 27,
In closing, we have reviewed the timeline of the homeowner's claim in its entirety and OneGuard will not be reimbursing the homeowner for the service fee Per the terms of the service agreement, the service fee is rightfully due Our representative explained the service fee was due when the work order was created and the homeowner agreed to the terms OneGuard Home Warranties respectfully requests for Revdex.com to close this complaint ‘Administratively Judged Resolved' Thank you for your time and consideration
Sincerely,
OneGuard Home Warranties
Customer Relations Team
I was a customer of One Guard/Service One from July 2008 to July 2013. Due to financial situations we were unable to re up our policy. We finally signed back up in February of this year. After submitting two claims and having both claims denied due to previous conditions I am canceling my policy. They have been un helpful and show no care towards the longevity my family and I have been customers of theirs. We had a 7 month lapse in our policy and I feel we should not have a red flag on our account to not cover pre existing because any of our issues will be pre existing. A new policy holder will not be held under the same scrutiny we are. They are now trying to charge me a $50 cancellation fee and pro rate the refund. I would like to try and get a full refund due to the fact we have not been able to use the warranty for the reasons we purchased it. One Guard is a large company who seems to not care about the customer only the money they receive from them.
I see now that this business is not [redacted] acredited and I know why! We had this warranty service for 8 years, we continued paying the increasing premiums in fear of a household catastrophe. Over the 8 years we may have used the service a handful of times, several times there was a "part not covered". This year we finally had enough and decided to set the $800+ a year aside for an emergency. Called to cancel, got the instuctions the rep was very nice, but unfortunately gave me false information about the amount to be returned to us. After several emails back and forth with the cancellation department 4 weeks later still no refund(which is suppossed to be issued 7-10 days) . I even spoke with a supervisor who apologized and claimed to "issue new training" so this doesn't happen again. A week later still no check. This has been a horrible experience and very disaapointing. Bad business practice! I feel like a bill collector trying to get this business to comply with their own standards! Funny they never missed a payment from us in over 8 years!
Dear Revdex.com,
Thank you for the information and allowing Customer Relations the opportunity to respond. Please be assured I have been in direct communication with Mr. [redacted] and also actively involved with his claim. Since lodging the complaint with Revdex.com, Mr....
[redacted] called to advise the washer is working and no longer displaying error codes. If he begins to experience any issues with the unit, I asked him to please call me right away and I will make arrangements for our contractor to return to the property. Please know we sincerely appreciate Mr. [redacted]'s patience throughout and apologize for the frustration he has endured with his claim.Thank you again and please let me know if you have additional questions.
Warmest regards,
Samantha M[redacted]
Team Manager, Customer Relations
Direct: [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.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.e. present" 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. 1. In the first paragraph of OneGuard's response, the comment "The Customer Relations Team reviews ... and will do everything possible to cover your claim...and are required to follow the parameters set forth in the service agreement and favor on the side of our customers when the situation is unclear". If this statement held any merit at all, I know we would not be here because everyone from the manufacturer to online professionals to other contractors, which I have already provided in my original complaint, have all maintained that this breakdown of the fiberglass component, the [redacted] FNS Plus D.E. Filter is breaking down due to Normal Wear and Tear. 2. 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. 3. After the finding by [redacted], LLC., was made, I requested that OneGuard provide me with any information on this company, [redacted], as I was not able to find any information myself. I wanted specifically to know what this technician's license was, how much training he had, etc. I was given no information, even though I provided OneGuard with all of the contractors I hired to come out for second and third opinions, that were well documented and one, has been in this industry for over 25 years. His name is [redacted] and he is employed by [redacted], who has been in the pool building business since 1966. A well-respected and well-known business here in Arizona. Mr. [redacted] provided me with an estimate with what it would cost to replace this unit as well as his findings of what he thought caused the hole/crack, which was "Normal Wear and Tear". A follow up email was also forwarded to OneGuard with this information and yes, as OneGuard told you in their response, they did contact Mr. [redacted], but the specific part that they left out was that after Mr. [redacted] told them that he didn't open the tank to observe the grids (at this point, the grids were already clean and the tank was put back together by myself so Mr. [redacted] could come out and give his estimate at no charge to me), Mr. [redacted] explained this to OneGuard and further told them in his professional opinion that he didn't need to open the filter to know that this was not caused by anything but the unit being over 11 years old and sitting in the Arizona sun for 365 days per year and he has done this job for over 25 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.4. When I provided OneGuard the information on the contractors and pool professionals that I had come out to my home, and realized they were not going to listen to what they or I had to say, I then provided Ms. [redacted] with the name of a contact who worked directly for the Manufacturer of my filter, [redacted]. When I wasn't getting any results merely on the merit of the contractors, I decided to go directly to the source. Who knows this product better than the people that design and construct it? I was given the number of a man named [redacted], who is the [redacted]tory District Sales Manager for [redacted] Pools at his direct line ###-###-####. To date, Mr. [redacted] has informed me that OneGuard, nor any of its representatives contacted him so he could explain that there is no way my filter cracked for the reasons OneGuard is claiming, and that the hole/crack is absolutely due to "normal wear and tear"! I would urge you to contact [redacted] so he can explain directly to you, his findings and why. 5. Regarding the statement that OneGuard made in reference to the "caretaker screen" being clogged solid, this is normal 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. 6. 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 3/17/15. 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. [redacted], myself, and brought this to her attention, not the other way around, and this was also recorded in our conversation. The 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. 7. The photos of so-called "maintained grids" that OneGuard provided to you are not representative of a normal pool, nor a pool with DE, as outlined in the Owner's Manual. 8. In the last part of paragraph 5 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. 9. In paragraph 6 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 25 years with voluminous experience with these filters. OneGuard's Ms. [redacted] declined and refused to answer. 10. Also in paragraph 6 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 2 times per year is sufficient for the grids to be cleaned. 11. In paragraph 8 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 normal range of 20-20 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.12. In paragraph 9 of OneGuard's response, they do acknowledge one thing, that at least one of my contractors was from a "reputable" pool company. This is referring to the email and phone conversation that OneGuard had with Mr. [redacted], the contractor from [redacted]. As they stated, I forwarded a copy of the quote Mr. [redacted] gave me when he came to my home to give me a second opinion on what caused my filter to produce a hole/crack, and then he further provided me with a followup email which I also forwarded to OneGuard. Once again, what they fail to mention, I pointed out in my first paragraph, OneGuard left out the part of their telephone conversation with Mr. [redacted] where he told them that "he did not need to inspect the grids inside the filter to determine that this problem was caused by normal wear and tear". Further, in the sentence that says he "discovered a crack in the filter he believed was the result of the tank expanding and contracting. Well part of this statement is true. The filter is designed to expand and contract (facts are found in the Owner's Manual). This filter is specifically designed to put the desired and needed pressure to circulate through the pool cleaning pop up system so that the pressure is enough to handle the cleaning process. Also, if Mr. [redacted] said this, this is factual and is performing the duties as it was designed to do. Where does this imply that this has anything to do with causing the filter to crack, etc.? He explicitly told OneGuard that the cause of the breakdown was due to Normal Wear and Tear. OneGuard is making things up as they go along.13. When OneGuard's representative contacted Mr. [redacted], the contractor from [redacted], the statement says, "the supervisor called to speak with him directly. She specifically asked him about the condition of the filter grids." I am wondering if there was any question that asked him in his professional opinion what caused the breakdown in the filter. Mr. [redacted] told me that he emphatically told OneGuard that it was due to Normal 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 presented. Why 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.14. As explained by the Manufacturer of this filter, [redacted] Pools, and their representative and Area tory District Manager, [redacted], my filter is about 11 years old now and the normal or average length of time for these filters to last is between 5 to 8 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. 15. In reference to the LIMITATIONS AND LIABILITY paragraphs by OneGuard, in Paragraph (H. b.), Routine maintenance of appliances and equipment. You 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 5 or more years at $80 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 10 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, [redacted], from [redacted]. This man is now also doing the repair and replacement work for [redacted] and will be phasing out of the pool cleaning business and he also directly works with the Managers of [redacted] and also with [redacted], the Area District Manager for [redacted] Pools. I find OneGuard and their "technician's" remarks that my pool was not maintained, etc., almost slanderous, but at this point nothing they say is surprising. How do they make their claims? Again, their own agenda. I have the facts, with the letters, the payments, etc.16. In reference to Paragraph (H. c.), 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.17. 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! 18. 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 MrDgvb1 on [redacted]. He is a professional that has almost 13,000 followers and has several videos of how to clean a [redacted] FNS Plus Filter and also offers information on troubleshooting. When I joined the forum, there was another person on there asking about the breakdown of the same filter as mine and he resides in Florida. I asked the question about so-called "dirty grids" and "no DE" and dirty 5 port valve screen and posed the question if any of these things would cause my filter to break down. His response was "[redacted], Unlikely. The tank is weakened from UV sun exposure since it is made of fiberglass. It can also be a defect in the filter itself that will show immediately or at a later time. I have had them crack in the first year on two accounts (covered under the one year warranty). One cracked after 9 years for no reason. It is normal wear and tear. I would call [redacted] and have them send you a statement of some kind referencing that tanks crack due to age and wear, or defects. The warranty company just doesn't want to pay! I asked permission to use his statement here and will be providing you with the [redacted] information and a copy of his response in an email to me. I think I may have asked this question before, but I want to bring it up again. I would like to know why OneGuard's technician did not take a photo of my pool running displaying the PSI on the filter? I know it was at 28 PSI, well withing the normal range. This directly contradicts the statements OneGuard is making that my filter expanding, being dirty, non-maintained etc. etc., are false and inaccurate, but more importantly, non-factual!I want to reiterate my position, especially and specifically with regard to the statement by OneGuard regarding "Lack of Maintenance". This statement only refers to the DE and Grids. This statement does not directly respond to my claim for OneGuard to replace my filter. This is in my informed opinion to deflect the facts to your office off the topic, which is replacing my [redacted] FNS Plus D.E. Filter. For example, if there was no D.E. present at all, 1. The grids would be the only thing that could possibly get damaged, and have to be replaced. 2. If that were to happen, the D.E. would simply backup and go straight into the pool, which did not happen. The grids are specifically designed to filter the dirt and debris which come from the pool and then sticks to the grids, in which my grids were doing exactly what they were supposed to do, collect all the dirt and debris; hence, the reason they are/were dirty. Thus proving they were working properly and doing their job! If you think of a screen door on your home, if closed and properly installed, when your main door is open, only air can get in and circulate, otherwise keeping out bugs and critters; however if the screen becomes damaged, i.e., ripped, torn, etc., then there is a probability that a bug or critter or other elements are going to be able to get into your home, therefore making the "screen" ineffective, not the entire door. Do I believe the house or room is going to collapse because of this..in all probability no. Do I think the bugs, etc., might irritate us, most likely yes. I will be including the Manufacturer's Owner's Manual with everything marked in order, hopefully matching up my rebuttal. I am also enclosing the [redacted] Caretaker Owner's Manual that specifically relates to the comments regarding the 5 port valve screen, etc. I am going to include statements or references of complaints against OneGuard Home Warranty that are public knowledge on the site [redacted]. I will send the email I received from the [redacted] video on the "fyi" forum. I am also including a copy of the Pool Owner Liftime Warranty for [redacted] Cleaning Agreement, which reflects my name on it directly from the pool builder. This 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 consideration. I 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 well. I respectively request for the Revdex.com to not close this complaint, "administratively" or otherwise. I hope you will hold OneGuard accountable for not providing you all the facts in their response.From a very concerned citizen and disabled member of the United States Marine Corps, I am grateful that there is a place that consumers can turn when a company will not listen! Sincerely, thank you.* The following is a link to the [redacted] page of reviews from other OneGuard customers http://www.homewarrantyreviews.com/reviews/oneguard-home-warranties Thank you.Regards,[redacted]
Hi [redacted],Please let me know if you need anything else. - [redacted] direct: [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I do not agree with any of the claims they made about customer service being important or that they are interested in making sure they handle things professionally as this is the exact opposite of the interactions I have had with One Guard. I feel that they are only trying to cover their actions and the actions of their representatives who did not follow up or do their jobs.
I did not receive any kind of correspondence from One Guard until they were notified that I filed a Revdex.com complaint against them. Yes, the permit was removed. However, I am the one that removed it when I called the City Permit office.Regards,
[redacted]
text-decoration: none; background-color: transparent;">August 14, 2016
[redacted]
Warranty # [redacted]
Re: OneGuard Home Warranties / Revdex.com Business Response / CID [redacted]
Dear Revdex.com, Thank you for allowing Customer Relations the opportunity to address the homeowner’s concerns regarding the damage and replacement of his toilets. Please know our number one priority is to provide a level of service that exceeds our homeowners expectations and we truly apologize for any frustration he has endured. Please be assured OneGuard intervened on the homeowner’s behalf to help resolve the situation, and as of August 12, both toilets have been replaced. In addition, we have followed up directly with the service contractor to address this specific claim and discuss learnings to avoid this type of situation from happening in the future.
Our team worked with the contractor to replace the first broken toilet, and arranged for a different OneGuard contractor to install a new master bathroom toilet. After the toilet was replaced, the toilets were still experiencing clogs. The contractor returned to the home, and the service technician used an auger machine which hit a foreign object in the line. This pushed the auger back into the hall toilet creating a break. OneGuard Authorizations communicated between the homeowner and the second contractor to come to an acceptable resolution, and the contractor returned to replace the hall toilet.
Thank you again for allowing Customer Relations the opportunity to review this situation firsthand. Again, we are truly sorry for the experience and appreciate the homeowner’s patience throughout, and sincerely hope this information helps.
Respectfully,
Samantha M[redacted] OneGuard Customer Relations[redacted]
Dear Revdex.com,
font-family: Verdana, sans-serif;">Thank you for allowing OneGuard Home Warranties the opportunity to provide you with information regarding this homeowner’s claim for the faucet repair. Our number one priority is to provide service that always exceeds customer expectations and we sincerely regret the homeowner is unhappy with the current situation. Please know OneGuard’s Authorizations team has been actively involved with the claim, and has consistently communicated with both the homeowner and the service contractor throughout the entire process.
OneGuard has been notified by the contractor that the part has arrived from the distributor and they are attempting to schedule the completion of the repair with the homeowner. Unfortunately, we did not have a firm timeframe for the arrival of the part, and sometimes there are delays in obtaining parts. Per the service contractor’s conversation with the distributor, the same information with respect to the timeframe for arrival, was also communicated to the homeowner.
The Customer Relations team has also reviewed this information with the OneGuard Account Executive that services the homeowner’s area, and she would like to pay for the out of pocket expense the homeowner would have incurred for the new, upgraded faucet, as a one-time courtesy and goodwill gesture. The amount is $132.50. We would also ask for the homeowner to allow the service contractor to complete the repair. Our team has left a voice message for the homeowner advising of this information, and hoping to achieve a swift resolution at this point.
OneGuard Home Warranties respectfully requests for Revdex.com to please close this complaint ‘Resolved’.
Sincerely,
OneGuard Home Warranties
Customer Relations Team
P: ###-###-####
Thank you for the additional information allowing OneGuard Home Warranties the opportunity to review the homeowner’s complaint again in its entirety and further respond. Please know the Customer Relations team has conducted a thorough investigation of the circumstances surrounding the complaint. We have analyzed the entire timeline and details of the claim, and consulted with OneGuard’s Authorization’s department, management team, and the service contractor to verify information and ensure accuracy. We have also followed up directly with the homeowner’s realtor and she is aware of the outcome. The key element in this situation is “breakdown.” According to the terms of the service agreement under No Fault coverage, mechanical breakdowns are covered. However, the air conditioning unit was not experiencing a breakdown. No breakdown was in effect. The coils were impacted with debris, and the professional cleaning that was performed proved that proper cleaning would allow air to flow through the unit and cool the home as it should. Further, the homeowner accepted our funds to apply towards a new unit which she advised OneGuard was her own decision. Please find the excerpt taken from the homeowner’s service agreement to help further explain our position:F. [redacted] BROADFORM COVERAGE1. NO FAULT COVERAGE COVERED: This residential service contract covers breakdowns caused by unknown pre-existing conditions such as 1) insufficiently maintained systems, 2) rust or corrosion, 3) mismatched systems, and 4) improper installation or repair so long as the mechanical failure was not known, would not have been detectable by a state certified home inspection or a OneGuard mechanical inspection, and was not caused by the contract holder. NOTE: The No Fault Coverage is intended to cover unknown pre-existing conditions caused by the previous owner. For purposes of determining whether a breakdown was caused by an unknown pre-existing condition, we will accept a state certified home inspection or a OneGuard mechanical inspection as proof that the problem was unknown so long as the inspection was performed on the defective covered item and completed within 90-days of the effective date. This coverage is not intended to take responsibility for normal maintenance and proper use of appliances and equipment by the contract holder. The contract holder must have all known pre-existing defects correctly repaired by a service professional and deliver to OneGuard any paid invoices evidencing the repairs before the defective item can be covered by this residential service contract. This coverage also does not cover undersized systems.2. AIR CONDITIONING & HEATING SYSTEM NOT COVERED: Window units, portable units, chiller systems and chiller components, boiler systems, gas a/c systems, systems that require R-500 or R-12 refrigerants, solar heating, geothermal units, oil or diesel heating systems, fireplaces and key valves, cable heat, oil storage tanks, humidifiers, standard or electronic filters, electronic air cleaners, computerized HVAC management systems or zone controllers, flues and vents, transitions, roof jacks or stands, maintenance, cleaning, problems caused by dirty and/or clogged coils, inaccessible coil lines, condenser casings, baseboard casings, deionizers, pre-coolers, nonducted wall units, condensate pans, condensate line stoppages, water.We have also provided a copy of the phone conversation between the homeowner and our Customer Relations supervisor where the homeowner advised she decided to apply the funds that were offered to her, and replace the unit. The supervisor also provided the homeowner with her direct information if she needed additional assistance. In closing, the homeowner’s air conditioning system was not experiencing a mechanical breakdown and cleaning the coils to clear the debris for air to flow through the system was required, and not covered under the service agreement. Lastly, we have followed up with the homeowner directly, and she has decided to apply the funds she accepted from OneGuard and her realtor towards a new unit, with the understanding OneGuard would not be covering the expense. Sincerely,[redacted]Customer Relations ManagerOneGuard Home Warranties
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is very acceptable. Once a supervisor was assigned to this issue, OneGuard has responded very quickly, respectfully, and appropriately to resolve not only the repair, but also the confusion over the warranty wording. Their supervisor, [redacted], was excellent in her patient, understanding approach to deescalate the situation and quickly act upon a professional repair and complete problem resolution.
At the beginning of this issue, I was ready to cancel my home warranty, but now will continue with One Guard for years.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Thanks for taking the time to review all the details with my AC/Evaporative cooler issues. Overall there are a lot of accurate details to the time line.My experiences from Oct 7th to Present were slightly different:On October 7, 2014, I contacted the property management to determine why there was not “access” to allow for thermostat wiring. The property manager reached out to the tenant and confirmed nothing is in the attic to block access. On Oct 10, 2014, I reengaged OneGuard to inform you that the attic was free and clear of any obstacles or access limitations (still true). [redacted] message was a request for me to call her back, she did not go into details of a dual thermostat.One Oct 13, 2014, I called [redacted] back and asked her if she could call back the original company that installed the evaporative cooler (2011) and find out why they failed to put a thermostat, and also to give me the price and reason for the second contractor not being able to replace the thermostat when they serviced it on July 1, 2014.On Oct 16, 2014, I personally did not receive a message.On Nov 6, 2014, I made contact with [redacted] who told me she was waiting to hear back from above said contractors. She stated she would call them both back as it had been over a week, and would contact me.Nov 19th Left message with [redacted] (no reply).Nov 25th Left a message with [redacted] (no reply).At this time I kindly request one of the following:A. Installation of the evaporative cooler be completed by installing the thermostat that comes as standard hardware.B. Original dual thermostat be provided to me for verification of model number and unknown name brand.C. Split the difference ($180ea party) to run a wire I don’t feel is necessary at this time if A and B were handle correctly the first time.I would like to reemphasis that access is not limited and also I am not asking for an upgrade of equipment, but rather the correct hardware that comes standard with an evaporative cooler installation be installed. Lastly, I can find dual thermostats online for under $50, and I believe I can replace the original if given the correct Name Brand/Model Number.
Regards,[redacted]