United Capital

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

Dear Revdex.com,
 
Thank you for allowing OneGuard Home Warranties the opportunity to perform a final review of the homeowner’s claim.  Please accept this as our final response.  OneGuard stands firm in our position and we will not refund the homeowner the service fee.  Per the terms of the service agreement, the fee is due.  The information was explained to the homeowner’s wife when she called in for service, and requested for OneGuard to create a work order on her behalf.  The information in our original response is an accurate summary of phone conversations and notes in our database.
 
Here is an excerpt taken from the homeowner’s agreement to further explain the trade service fee in more detail:
 
E. TRADE SERVICE FEE (page 3 of 6)
1. For each separate trade item, you are responsible to pay a $55.00 service fee (service fees for A/C & Heating System Tune-ups must be paid at time of service request). The service fee will be due and payable to OneGuard or the Service Contractor at the time of scheduled service request. This includes when:
a. A customer cancels service request after the Service Contractor is in route to the customer’s home; b. A customer fails to provide accessibility necessary to perform the service request; c. A Service Contractor’s diagnosis results in a partial or complete exclusion of coverage; or d. OneGuard approves a customer’s request for a second opinion. 2. Repairs are guaranteed for 30 days.  Should failure of that item occur within 30 days, another fee will not be charged. 3. Failure to pay service fees could result in suspension or cancellation of this residential service contract.
  
The homeowner agreed to the terms of the agreement and paid the service fee upon creating the work order.  OneGuard proceeded to dispatch a licensed HVAC technician to the property to evaluate the situation.  The technician completed an inspection of the system and advised OneGuard that the unit was low on refrigerant.  He also advised that the homeowner had both units replaced 6 months ago.  The party that installed the units had to come back on 2 separate occasions to add refrigerant.  The technician found no visible leaks and advised that the line sets under the slab, and the leak was coming from the line in the slab.  The line that is set under the slab would not break due to normal wear-and-tear.  Something had to cause the breakage and the line set would require replacement.  He explained that this could have happened when the new unit was installed.  As we explained in our initial response, one scenario for this to happen could possibly be due to a joint in the ground, which caused the concrete to crack and the copper line to separate, and does not happen due to normal wear-and-tear.  Something had to cause it to crack.  The claim was ultimately denied due to non-normal wear-and-tear conditions.  Please note, the home warranty will pay for covered items that are due to normal wear-and-tear conditions.  
 
Here is an additional excerpt taken from the homeowner’s service agreement that explains warranty coverage:
 
A. WARRANTY COVERAGE (page 2 of 6)
1. In accordance with the terms and conditions of this residential service contract, OneGuard Home Warranties will repair or replace your selected covered items so long as they: a. Are in good, safe working order and correctly installed at the premises on the effective date of this residential service contract; b. Become inoperative from normal usage (normal wear-and-tear) after the effective date of this residential service contract.  
 
At this time, we encourage the homeowner to deal direct with the company that installed the new units for resolution.  OneGuard Home Warranties has been in business for 22 years and is a value driven organization.  We have attempted to communicate with the homeowner by responding to the homeowner’s complaint and addressing their concerns, and consider this matter closed.  Thank you for your time and consideration.
 
Sincerely,
OneGuard Home Warranties
Customer Relations Team

I scheduled a call to have my HVAC system fixed, I have two systems in the house so I'm told that they can't send a crew immediately because it's not an emergency. So, half of my house is hot ( 90+ degree outside) and my other system is running at full capacity to try to keep a decent temperature inside. ( and failing to do so ).
We schedule a visit for 5 days after and the heads up from the HVAC guys is a 5 seconds voicemail "I'm on my way" when he was advised to call my wife and schedule with her. Bottom line, nobody is at the house, he technically made the heads up call and now we owe him 59$ for a non performed job. Oneguard is not even try to debate the fact that a 5 second voicemail can't be considered an acceptable service call. I'll cancel my home warranty, pay the 50$ early cancellation fees and sign up with a more reputable company that doesn't use the lowest rated contractors in the area (this guy is rated 1 out of 5 stars in multiple resources for not being able to solve issues ). Shame on you.

This company is a scam, they are playing games with the wording of their contracts, my advise is stay away from them, go find another Home Warranty company but don't use One Guard unless you want to here what isn't covered and how its not in the policy. Do yourself a favor and stay away from these folks they aren't for real. I fired them and am taking my business somewhere else.

I filed a complaint regarding OneGuard and within a few hours, I received a call from a customer relations specialist expressing concerns about my dissatisfaction. Not only was the representative professional, but also genuinely concerned and resolved my issues as well. I'm extremely appreciative that OneGuard cares enough about their customers and my positive experience has reassured me that this is a company that I want to continue to do business with.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11689657, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Thank you for allowing OneGuard Home Warranties the opportunity to respond to the homeowners’ complaint and explain why the pool filter is not covered under the OneGuard service agreement due to lack of maintenance. Please know we regret their dissatisfaction and sincerely hope this information...

helps. The Customer Relations team reviews the nature and cause of the issue you are experiencing, and will do everything possible to cover your claim. Please know we are required to follow the parameters set forth in the service agreement, and favor on the side of our customers when the situation is unclear.Here is a review of the specific timeline of events with respect to the claims placed under the homeowner’s service agreement for the air conditioning system:
On March 16, 2015, the homeowners’ daughter placed a call into OneGuard’s Customer Care division advising the pool pump was leaking. A work order was created on her behalf and forwarded to [redacted], LLC. On March 17, 2015, the service technician from [redacted] was dispatched to the home and provided OneGuard’s Authorization team with the following diagnostic information: 
The pool filter is cracked and leaking, and the caretaker screen for the filter is clogged solid. The grids are also very dirty and broken at the bottom, and the filter is depleted of Diatomaceous Earth (DE), which helps trap particles. The clogged grids are not allowing water to flow through the filter. When water does not flow freely through the filter, the pounds of pressure per square inch (PSI) builds up, and causes the pressure to increase within the filter. In this situation, the intense build-up of pressure has caused the filter to crack and subsequently leak. The technician also advised OneGuard the pool was dirty with debris and leaves, and in his opinion the breakdown is the direct result of lack of maintenance. The technician forwarded pictures to OneGuard to demonstrate his findings (please find the attached photos). We have also attached pictures of maintained grids. The Authorization team took into consideration the technician’s professional diagnosis and reviewed the pictures, and determined the claim was not covered under the OneGuard service agreement due to lack of maintenance. To ensure the filter PSI operates within its normal range, the grids should be cleaned on a routine basis to allow water to flow freely through the system. On March 20, 2015, a representative from OneGuard’s Authorization team spoke directly with the homeowners’ daughter to explain that the claim was denied. On March 27, 2015, the homeowners’ daughter placed a follow up call into OneGuard and spoke with the same Authorization representative, expressing that she felt the claim should be covered. The representative reviewed the claim with her again, reiterating that the cracked filter was not covered due to lack of maintenance, and the grids being completely clogged with dirt and debris. The homeowners’ daughter did not agree with the denial and the claim was forwarded to OneGuard’s Customer Relations team for analysis and direct follow up. The Customer Relations team reviewed the claim in its entirety. They consulted with the Authorization team, reviewed the professional diagnosis and pictures from the contractor, and also spoke with the service contractor that performed the assessment. The team determined that 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. On March 30, 2015, a supervisor from the Customer Relations team placed a follow up call to the homeowners’ daughter to further discuss. She advised that she had three different contractors to the home to assess the filter, and each contractor advised the breakdown was a result of normal wear-and-tear. She also stated she had documentation with diagnostic information. Our supervisor asked her to forward the documentation to her attention for review. On April 6, 2015, the Customer Relations team received the documentation. Included in the documentation was a quote for a new filter from a reputable pool company, and an e-mail from the representative that provided the quote advising he discovered a crack in the filter he believed was the result of the tank expanding and contracting. The representative also provided his phone number in the e-mail, and our supervisor called to speak with him directly. She specifically asked about the condition of the filter grids. He advised that he did not open the filter to assess the grids, and confirmed there was crack in the filter. At this point, the supervisor advised the daughter that OneGuard does not consider this a thorough assessment of the pool equipment to properly diagnose the cause of the crack in the filter. The documentation she provided does not support a normal wear-and-tear breakdown, only that the cracked filter needs to be replaced. In summary, the OneGuard home warranty covers for normal wear-and-tear breakdowns and excludes failures resulting from a lack of manufacturer recommended maintenance. Please see the excerpt taken from the homeowners’ service agreement to help further explain our position:H. LIMITATIONS OF LIABILITYThis residential service contract is intended to cover the costs to repair or replace your covered home systems and appliances when they fail due to normal wear-and-tear; however, coverage is not all inclusive.b. Routine maintenance of appliances and equipment. You are responsible for maintenance and cleaning of covered items as specified by the manufacturer.c. Failure of parts or components caused by the lack of manufacturer recommended maintenance of this contract are not covered.
We know that nobody wants to hear that their claim has been denied.  We never want to deny a claim, and actually look for means by which to cover the claim whenever such action is possible under the law and in accordance with our contractual obligations. 
In closing, OneGuard Home Warranties has always acted in good faith when servicing the homeowners’ and within the parameters of the service agreement. We will not be replacing the pool filter due to the breakdown of the system being the direct result of a lack of maintenance. 
OneGuard respectfully requests for Better Business to close this complaint “Administratively.” Thank you for your time and consideration and allowing OneGuard Home Warranties the opportunity to provide you with this information.

October 27, 2016[redacted]Surprise, AZ 85379Warranty # [redacted]Re: Revdex.com Business Response for [redacted] / CID [redacted]Dear Revdex.com,Thank you for allowing Customer Relations the opportunity to respond...

to the homeowner’s complaint to address her concerns and clarify important information. Please be assured we have always acted in good faith in our efforts to serve the homeowner and within the parameters of the warranty agreement. We have also reviewed the claim in its entirety and have attempted to explain to her why the claim is not covered under the OneGuard service agreement, which was due to the pre-existing condition of the salt cell that was in effect prior to the start date of the home warranty. We have made these attempts in both written and verbal format to help her understand why the claim is not covered.Here is the specific timeline of events in relation to the claim and what led to our decision. The effective date of the home warranty was August 31, 2016. Please note homeowners have the option to add or modify coverage within the first 30 days of the warranty effective dated. The information provided below is a summary of system notes and recorded phone calls between the homeowner and OneGuard representatives.On September 30, 2016, at 12:20PM, the homeowner contacted OneGuard Customer Care to inquire about adding coverage for the saltwater pool equipment and refrigerator. She asked if a salt sensor is covered by OneGuard, and the service representative confirmed salt cells are covered under the service agreement. However, he specifically stated that if she was currently experiencing an issue with the salt cell and coverage was added today, the breakdown would not be covered, the new coverage would not apply to anything that is currently going on [it would be considered a pre-existing condition]. She stated she was not experiencing any issues, and inquired about the No Fault coverage of the warranty. No Fault coverage is intended to cover unknown pre-existing conditions. Please note the warrantywas included as part of a real estate transaction and the homeowner had a home inspection completed prior to closing on the home. The representative explained that if an item was missed during the home inspection, OneGuard service providers will perform an assessmentof the current situation and determine how long a breakdown has been in effect. For example, if the technician discovers build up or if something has been going on for a while, there is a possibility a breakdown may not be covered. He stated that if she was not currently experiencing an issue, then she should not have to worry. The homeowner wasgoing to review the information with her husband and call back if they decided to add the coverage.On September 30, 2016, at 3:18PM, the homeowner called back to add the coverage. Once the coverage was added, the homeowner stated she never owned a pool before and wanted to create a work order to have a contractor come to the home to inspect the equipment,and tell them what they needed to do for maintenance and make sure everything is operating okay, and complete repairs if necessary. The service representative created a work order on her behalf and forwarded it to a OneGuard service contractor.On October 6, 2016, OneGuard Authorizations received the following diagnosis from the service contractor: The salt chlorinator is not functioning properly. There is an error code being generated that says cell temperature is too high. The display board on the automated system is not functioning and all the LCD lights are on at once. This is most likely a pre- existing condition. An Authorizations specialist called the homeowner and reviewed the diagnosis, advising that the contractor stated the breakdown was in effect prior to the start of the home warranty. He inquired if the salt cell was inspected during the home inspection, and the homeowner said she did not know. She stated she had No Fault coverage so if itwas not listed on the inspection as being damaged, then it should be covered. The specialist asked if she would provide the home inspection report for review. Please note according to the terms of the service agreement, OneGuard requires that covered items are in good working condition at the start of the home warranty. Therefore, OneGuard often asks for the home inspection report to assist with repairs and determine the condition of systems at the close of the sale.The home inspection report outlined what pool equipment was present, and listed some components that were inspected such as the pool pump and heater. However, the salt cell was not listed in the report as a present component or being inspected (attached). The inspector recommended meeting with the current owner to go over the pool and spa operations, and to request any documentation on the pool operation. In addition, there was a recommendation of having the pool evaluated by a specialist. At this point, the Authorizations specialist placed a follow up call to the service contractor that assessed the breakdown the homeowner was experiencing and the technician advised that the inside of the salt cell was discolored and brown in color (pictures attached). He also stated that the homeowners told him they were adding chlorine to the pool, and that the salt cell never worked. He reiterated that the breakdown of the salt cell was pre-existing.Authorizations analyzed all of the information including the technician’s diagnosis and information the homeowners provided to him regarding the condition of the salt cell, the start date of the home warranty, the date the salt cell coverage was added which was the same day the homeowner created a claim for service, and the home inspection report which makes no mention of the salt cell being present or inspected. In addition, in the original phone call with Customer Care dated September 30, the representative advised that if she was experiencing a current breakdown and added coverage for the salt cell, it would not be covered. Authorizations concluded that the breakdown of salt cell was in existence prior to the effective date of the home warranty and not covered under the OneGuard service agreement. If the salt cell was inspected, it would have been marked as requiring further attention. The home inspector also made the recommendation of having the pool evaluated by a specialist.On October 10, 2016, the Authorizations specialist spoke with the homeowner to explain the outcome of the claim. The homeowner insisted that she was told by OneGuard representatives that the salt cell would be covered. However, it was not inspected or listed on the report. Please be assured that our representatives did not make that commitment. She was advised that if the salt cell was inspected and not marked as deficient, it would be covered. She was also told that if she was experiencing a breakdown on the day she added the salt cell coverage, it would not be covered. The specialist also explained that OneGuard relies on the contractor’s assessment of the current breakdown the homeowner is experiencing who advised the breakdown was pre-existing. The homeowner felt the contractor only performed a visual inspection of the unit. Please be assured he completed a thorough assessment of the system. The homeowner was not in agreement with the outcome of the claim and the information was relayed to Customer Relations for review and follow up with the homeowner.Customer Relations analyzed the entire claim and a specialist called the homeowner to review the outcome on October 12. During the phone conversation, the homeowner stated that when they purchased the home, there was a ‘low salt’ message on the display of the salt cell and they decided to add coverage rather than complete work themselves. Note:She specifically stated the salt cell was not working when they moved into the home. Based on that comment, the homeowner confirmed to OneGuard the breakdown was in effect at the start of the warranty contract. According to the terms of the service agreement, OneGuard requires that covered items are in good working condition upon its effective date. The homeowner proceeded to advise that the previous owner emptied and refilled the pool. She had the salt tested and there was no salt in the pool. She added 16 bags of salt, hadthe salt level tested again and then received a high temperature warning. This was prior to adding the coverage for the salt cell on September 30.Prior to calling the homeowner, the Customer Relations specialist also called the home inspector for clarification and accuracy, and relayed the information to the homeowner. The inspector stated there was no way for him to test the salt cell. The specialist advised the homeowner that No Fault coverage would not apply. The salt cell was not inspected. Therefore, OneGuard relies on the service contractor that diagnosed the system who advised the breakdown was in effect prior to the start of the warranty. Also, to reiterate, when the homeowner called on September 30, to add the salt cell, the service representative specifically stated that if she was currently experiencing a breakdown, it would not be covered under the OneGuard service agreement.Please find the excerpts from the homeowner’s service agreement to help further explainour position:A. COVERAGE OVERVIEW 1. This residential service contract is offered, administered, underwritten and serviced by OneGuard Home Warranties located at [redacted],[redacted], Phoenix, AZ 85027. Toll free phone number is ###-###-####. In accordance withthe terms and conditions of this contract, OneGuard will repair or replace contract holders selected covered items so long as they: a. Are in good, safe working order and correctly installed at the premises on the effective date of this contract; b. Become inoperative from normal wear-and-tear after the effective date of this contract.F. CENTURION COVERAGE / NO FAULT COVERAGECOVERED: This contract covers breakdowns caused by unknown defects and conditionsthat predate the effective date of this contract such as 1) insufficiently maintained systems,2) rust or corrosion, 3) mismatched systems, and 4) improper installation or repair so long as the mechanical failure was not known, was not caused by the current contract holder, and would not have been detectable by a state certified home inspection or a visual Inspection and simple mechanical test. A visual inspection is an observation of the covered item to verify that it is structurally intact, without missing parts, and without damage or conditions that could cause imminent failure (i.e. corrosion, sediment build-up, mechanical damage, etc.). A simple mechanical test consists of operating the covered item and performing simple diagnostic tests to ensure that it operates properly and without irregular sounds, smoke, or other abnormal outcomes. A home inspection qualifies as a visual inspection and simple mechanical test.In closing, the claim for the salt cell is not covered under the OneGuard service agreement due to the breakdown being in effect prior to the start of the warranty, and it is the homeowner’s responsibility to complete repairs. We believe the homeowner is either misrepresenting the warranty contract or wished the terms of the contract were different, and that she added coverage knowing the salt cell was in need of repair. Please know as a token of goodwill, the OneGuard Account Executive that has a working relationship with the homeowner’s real estate agent, has offered to send the homeowner a check in the amountof $150.00 to help offset the expense of a new salt cell. The check has been processed to bereceived within 30 days at the homeowner’s property address.Thank you again for allowing Customer Relations the opportunity to provide you with this information. Please feel free to contact me directly with any questions.Respectfully, Samantha M[redacted]Team Manager, OneGuard Customer RelationsP: ###-###-####

Thank you for the additional information. We feel the homeowner’s request is very reasonable. I have left a voice message for him advising that we are happy to arrange for another contractor to perform a full assessment. We want to ensure the unit is in proper working condition. I have created a work order on his behalf, requesting a senior technician and confirmed that he will call OneGuard while on site with his findings. We will also follow up with the homeowner once the information is received. Please note, I have left a voice message for the property manager of the home as well, advising the contractor will contact him directly to arrange an appointment.We sincerely hope this will help resolve the situation and will update Revdex.com with the outcome.Warmest regards,[redacted]

Re: OneGuard Home Warranties Business Response for CID [redacted]Dear Revdex.com,Thank you for allowing OneGuard Home Warranties the opportunity to explain why the homeowner’s claim for the air conditioning system is not covered under the OneGuard service agreement due to...

the breakdown being the result of non-normal wear-and-tear conditions. A careful analysis has been conducted and this letter will explain why the claim is not being covered by OneGuard Home Warranties.The Customer Relations team reviews the nature and cause of the issue the homeowner is experiencing, and will do everything possible to assist with a positive outcome. Please know we are required to follow the parameters set forth in the service agreement, and favor on the side of our customers when the situation is unclear.Here is a review of the specific events in relation to the claim and what led to our ultimate decision. Please note, the warranty went into effect on May 19, 2015. On June 15, 2015, the homeowner contacted OneGuard Customer Care to report her air conditioning system that services the basement was blowing hot air, and advised there were two additional units for the home which were functioning. The representative established a work order on her behalf.  On June 17, 2015, the service technician called OneGuard’s Authorization team to provide the following diagnosis: The air conditioning unit that services the basement was disconnected at both the outdoor condenser unit and the air handler located inside the home. The technician suspected that someone may have looked at the unit prior to his arrival based on its condition. Additionally, the system was be completely depleted of Freon, and he was unable to locate a leak with the unit was in this state. He also discovered a missing cap for the service valve. There were no signs of dried oil or refrigerant residue to indicate Freon was leaking from the valve. In order to further diagnose the system, the technician added R-22 nitrogen to test the pressures, and confirmed the unit was holding the pressure but noted there may be a small leak within the system. Because the unit was completely empty of Freon, the technician determined the leak was going on longer than the warranty was in effective, and the leak was pre-existing.  All of the information was taken into consideration by OneGuard’s Authorization team: The professional diagnosis by the service contractor, the current condition of the air conditioner unit, as well as the effective date of the service agreement. The Authorization team determined the issue did not occur within the active period of the policy. The unit was not in good working condition prior to the setup of the warranty and the breakdown was not covered. According to the terms of the service agreement, OneGuard requires that covered items are in good working condition at the start of the home warranty, and repairing the leak would be the responsibility of the homeowner. On June 17, 2015, a representative from OneGuard’s Authorization team spoke with the homeowner to discuss the claim. The representative explained the leak in the refrigeration lines existed prior to the effective date of the home warranty, and the claim would not be covered. She also explained that the policy was less than 30 days old, and the pinhole sized leak in the system would have been detected during an inspection using a thermal device. Additionally, it would have taken longer than 30 days for the system to lose all its refrigerant. The homeowner expressed her dissatisfaction with the outcome and her interaction with the contractor, requesting to speak with a supervisor. The representative forwarded the request to her supervisor to review the claim and follow up.On June 17, 2015, the Authorization supervisor contacted the homeowner to discuss the claim. The homeowner requested to have the contractor return to try and locate the leak since he did not do so on his initial service call. The supervisor advised she would contact the contractor and follow up with her the following day.  On June 18, 2015, the Authorization supervisor spoke with the service contractor and asked for the technician to return to the property to reassess the system for leaks. Upon his second visit, the technician determined the unit had lost about 10 pounds per square inch (PSI) of pressure from the previous day, which confirmed the unit was leaking. He did not detect leaks in the condenser or evaporator, and concluded the leak was in the line within the wall. Please note, OneGuard does not cover repairs for leaks located in lines that are inaccessible. He reiterated that the system had no pressure and was depleted of Freon since his initial service call. In his opinion, the leak was in effect longer than 30 days and if a mechanical inspection were performed, the issue would have presented itself. To verify, OneGuard sought the opinion of another HVAC contractor to obtain a second opinion diagnosis. The second opinion contractor also confirmed the findings, advising the system would not have functioned properly during an inspection.On June 22, 2015, the Authorization supervisor contacted the homeowner to confirm the information. She explained the breakdown was determined to be pre-existing and not covered by OneGuard. The homeowner did not believe the breakdown was pre-existing and asked to speak with someone else. The supervisor sent her request to the Customer Relations team to perform a detailed review of all of the information and follow up with the homeowner. On June 22, 2015, the Customer Relations supervisor contacted the homeowner to confirm the claim was denied due to the pre-existing breakdown. The homeowner understood the information. However, she was concerned that the contractor did not isolate each component of the system to search for the leak. Please note, the contractor confirmed he did isolate both the condenser and the evaporator, and was did not detect a leak on either unit. His equipment did not detect a refrigerant leak because the system was empty for a covered. According to the terms of the service agreement, OneGuard requires that covered items are in good working condition at the start of the home warranty, and repairing the leak would be the responsibility of the homeowner. On June 17, 2015, a representative from OneGuard’s Authorization team spoke with the homeowner to discuss the claim. The representative explained the leak in the refrigeration lines existed prior to the effective date of the home warranty, and the claim would not be covered. She also explained that the policy was less than 30 days old, and the pinhole sized leak in the system would have been detected during an inspection using a thermal device. Additionally, it would have taken longer than 30 days for the system to lose all its refrigerant. The homeowner expressed her dissatisfaction with the outcome and her interaction with the contractor, requesting to speak with a supervisor. The representative forwarded the request to her supervisor to review the claim and follow up.On June 17, 2015, the Authorization supervisor contacted the homeowner to discuss the claim. The homeowner requested to have the contractor return to try and locate the leak since he did not do so on his initial service call. The supervisor advised she would contact the contractor and follow up with her the following day.  On June 18, 2015, the Authorization supervisor spoke with the service contractor and asked for the technician to return to the property to reassess the system for leaks. Upon his second visit, the technician determined the unit had lost about 10 pounds per square inch (PSI) of pressure from the previous day, which confirmed the unit was leaking. He did not detect leaks in the condenser or evaporator, and concluded the leak was in the line within the wall. Please note, OneGuard does not cover repairs for leaks located in lines that are inaccessible. He reiterated that the system had no pressure and was depleted of Freon since his initial service call. In his opinion, the leak was in effect longer than 30 days and if a mechanical inspection were performed, the issue would have presented itself. To verify, OneGuard sought the opinion of another HVAC contractor to obtain a second opinion diagnosis. The second opinion contractor also confirmed the findings, advising the system would not have functioned properly during an inspection.On June 22, 2015, the Authorization supervisor contacted the homeowner to confirm the information. She explained the breakdown was determined to be pre-existing and not covered by OneGuard. The homeowner did not believe the breakdown was pre-existing and asked to speak with someone else. The supervisor sent her request to the Customer Relations team to perform a detailed review of all of the information and follow up with the homeowner. On June 22, 2015, the Customer Relations supervisor contacted the homeowner to confirm the claim was denied due to the pre-existing breakdown. The homeowner understood the information. However, she was concerned that the contractor did not isolate each component of the system to search for the leak. Please note, the contractor confirmed he did isolate both the condenser and the evaporator, and was did not detect a leak on either unit. His equipment did not detect a refrigerant leak because the system was empty for a 
A. COVERAGE OVERVIEW (page 2 of 6)1.In accordance with the terms and conditions of this residential service contract, OneGuard Home Warranties will repair or replace your selected covered items so long as they:a. Are in good, safe working order and correctly installed at the premises on the effective date of this warranty contract.6. Coverage includes only the items stated as covered and excludes all others. Coverage is subject to limitations, exclusions, and provisions specified in this contract.F. HOMEGUARD COVERAGE (page 3 of 6)3. AIR CONDITIONING & HEATING SYSTEMCOVERED: Electric central air conditioning systems, gas or electric central heating systems, heat pumps, and all mechanical parts thereof including: condenser*, evaporative coil, air handler and detached drain lines, ducted electric wall air conditioners, metering device (evaporative coil piston and thermal expansion valve), leaks in accessible refrigerant lines, evaporative coolers, baseboard heaters and radiators. G. OPTIONAL ITEMS (page 5 of 6)UNDETECTABLE PRE-EXISTING CONDITIONS COVERAGE COVERED: When this option is selected and premium is paid, failures of covered items caused by unknown pre-existing conditions are covered so long as the mechanical failure was a result of normal wear-and-tear and would not have been detectable by a simple visual inspection and/or by operating the system or appliance.Note: Known problems or defects that existed on the effective date of this service contract are not covered by this option. The contract holder must have known pre-existing defects correctly repaired by a service contractor and provide OneGuard any paid invoices evidencing the repairs before the defective item can be covered by this residential service contract.H. LIMITATIONS OF LIABILITY (page 5 of 6)This residential service contract is intended to cover the costs to repair or replace your covered home systems and appliances when they fail due to normal wear-and-tear; however, coverage is not all inclusive. There may be situations in which you will be responsible to pay additional costs for parts or services not covered by this residential service contract. In those cases, we will work with you to determine the best course of action to reasonably minimize your out-of-pocket-costs. 1. General Exclusions. This contract does not cover: a. Known defects that existed on or before the effective date. Unknown pre-existing conditions are not covered by this residential service contract unless  (2) The pre-existing defect or malfunction would not have been detectable by visual inspection and a simple mechanical test. (3) The defect or malfunction occurred as a result of normal wear-and-tear. The residential service contract holder must have all known pre-existing breakdowns and 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.d. Breakdowns that are caused by any condition that is not considered to be normal wear-and-tear such as but not limited to:(6) Manufacturer or builder defects.2. Access Limitations: 
a. Except as noted under "Limits", OneGuard is not responsible for providing access or closing access to covered items. b. OneGuard is not responsible for costs of restoration of any wall or floor covering, cabinets, countertops, tile, stone, brick, paint, or the like.In closing, OneGuard Home Warranties has denied the claim for the homeowner’s air conditioning system due to the damage to refrigerant line from non-normal wear-and-tear, and the cost to fix the leak was the responsibility of the homeowner. OneGuard respectfully requests for Revdex.com to close this complaint. Thank you for allowing OneGuard the opportunity to provide you with this information. We sincerely hope it helps.Regards,[redacted]Customer Relations Specialist IOneGuard Home WarrantiesP: ###-###-####

Dear Revdex.com,
Please find our attached business response for Mr. [redacted], CID [redacted] Thank you for allowing Customer Relations the opportunity to provide you with this information.
Respectfully,
[redacted]
Team Manager, OneGuard Customer...

Relations

From reading this response it appears that OneGuard has gained expertise in writing rebuttals to complaints and manipulating the truth.  In the forthcoming document I will debunk every myth, stretched truth or lie that OneGuard has stated.
 
The OneGuard team reviews the nature and cause of the issue the homeowner is experiencing, and will do everything possible to cover the claim.  
Complete misrepresentation at the very least!  OneGuard finds ways to weasel themselves out of covering claims. It was done with my heater and with my kitchen sink/drain problem. I will elaborate on each situation below.
Heater- OneGuard States: 
a-OneGuard requires that covered items are in good working condition upon the effective date of the home warranty
b-OneGuard requires that covered items are in good working condition upon the effective date of the home warranty.  The heater was clearly not in good working condition.  This is firmly evidenced by the home inspection report which reveals the heater was marked as “Needs Attention”.  Further, the inspector noted he did not test the heater, as the unit was in disrepair, recommending immediate service
How can something be declared not in good working condition if it was not tested? Most machinery that is 30 years old is going to look old. Bottom line is that the heater was not tested! Neither I nor OneGuard has the ability to determine if something works without testing it. Does the large company OneGuard bully the consumer or give the consumer the benefit of the doubt? In this case OneGuard used their size to bully the consumer.

c-The diagnosis provided to OneGuard from the service technician follows:  The furnace is dirty and in poor operating condition.  When attempting to turn the heater on, smoke filled the home.  The control systems and blower motor are bad and not installed properly, requiring replacement.  He also advised this was the first time the heater was turned on by the homeowner. 
According to one guard and their contracted technician “The control systems and blower motor are bad”   .  Before I was forced to spend just under 8K to replace my unit I asked the technician if the control systems and blower motor controlled the A/C too. The technician replied yes. My question to OneGuard is, if everything was in non-working condition how did the A/C work from August-November using the same parts that YOUR technician claimed was bad? Do you think a family of 6 with 4 children under 8 could live in a home in Phoenix Arizona during the summer months without a working A/C unit? Secondly, why did it take OneGuard several months to create an invoice from the technician? I have asked them multiple times over the several month period to provide me with an invoice for my records.

d-As a good faith effort, the OneGuard Account Executive that services the homeowner’s area offered to assist him with $250.00 to apply towards the replacement of the heater, which he accepted.  The homeowner did not pay the $55 service fee for the contractor to go to the home to diagnosis the heater as outlined in the service agreement.  Therefore, that amount was deducted.  Please note OneGuard has also forwarded a copy of the invoice from Lee Collins to the homeowner per his request.
I appreciate the $195.00 that the Account Executive gave me. I repeatedly told her that this is not a consolation prize for them denying fixing the true A/C problem. TO make matters worse when I spoke to [redacted] about the heater claim (when I found problems with my leak claim) she said, “the account exec did not do it for me, she did it for my agent”, which is probably true. The problem is [redacted] from OneGuard is manipulating what happened to make OneGuard appear that they were doing things in good faith. According to [redacted] from OneGuard, the account exec only gave me that money because my agent sends her a lot of business.
 

e-When the homeowner originally called in for service advising of a leak under the kitchen sink, our Customer Care Advocate called several contractors on his behalf in an effort to expedite service prior to Monday.  Fortunately, [redacted]’s was available to run the call.  The technician from [redacted]’s advised OneGuard of the kitchen stoppage.  He recommended replacing the drain pipe and clean out.  He believed the pipe was cracked and that water was backing up into the wall.  He called OneGuard’s Authorization team to get approval for the repair as the cost to replace the pipe would exceed $200.  OneGuard provided the technician with approval to move forward with the repair.
 
Again, [redacted] from OneGuard is manipulating the story with lies to make OneGuard seen less than fraudulent. OneGuard did not call multiple contractors to try to expedite the service. OneGuard said that if I wanted emergency service there would be an additional fee. I believe it was near $100.00 but I cannot be sure.  When OneGuard and I got off of the telephone I was left with the expectation that a contractor from [redacted]’s would contact me Monday. Shortly afterwards [redacted]’s contacted me to schedule same-day (Saturday) service. I made it a point to ask them if I would be charged a fee. They said that I wouldn’t because they had a tech that lived by me and was in the area. If we want to know the truth, let’s ask OneGuard to replay their recorded line that they advise people of. I would bet that they “erased” it.
 
f-.  The homeowner expressed discontent with the expense for access and contested the cost.  He spoke with a representative from OneGuard and advised he was going to get quotes from outside companies before moving forward with the repair.  OneGuard offered to issue the homeowner a cash out to use his own contractor to complete the repair on his own.  According to the homeowner, the cash out offer was not enough.
Based on the misdiagnosis by OneGuard and their fraudulent contractor, it turned out to be a great idea to not accept the initial diagnosis. That would have been hard earned money down the train and damage to the exterior of my home. I am not sure how the plumber diagnosed the problem without taking anything apart.

g-It is also our understanding the homeowner sent several text messages to the technician afterhours regarding the matter, and would only allow the technician to return to the property afterhours to complete repairs.  The homeowner is also stating that [redacted]’s is refusing to provide documentation.  Therefore, we spoke with [redacted]’s directly.  They advised they do not leave paperwork with homeowners on the charges they bill directly to OneGuard.  However, they provide a pink copy of their diagnosis, and will provide and invoice to the homeowner for any Cash on Delivery (COD) repairs outside of the home warranty.  It was our understanding as of March 17, the plumbing stoppage was completed.
There were not any text messages sent afterhours, your understanding is wrong or you are deliberately telling lies. The text messages were on Tuesday 03/11/2014 from 10:46AM- 12:07PM. That was the day that the “supervisor” was suppose to come to my home to give me an estimate (see attachment). The text messages are a result of [redacted]’s not having time to come back out to the property so the same tech (Jeremy) said he would talk it over with his boss. All that I requested was a written quote. I ask, why so secretive if you are not doing anything wrong? I DID say I would contact the Revdex.com because of the fraudulent transaction that had taken place.

h-The Customer Relations representative offered to send a different contractor to assess the situation and forwarded the claim to [redacted].  The technician from [redacted] confirmed the drain was backing up and not draining.  He determined the arm that goes into the wall, was set in too far, and not allowing water to drain.  The technician pulled the arm out and cut the length down to allow the kitchen sink to drain, and it is now in working order and draining properly.  Fortunately, the technician from [redacted] viewed the situation from a different perspective and resolved the problem.
This is another lie from [redacted] at OneGuard. OneGuard did not offer anything. I had to fight with [redacted] to get another company to come out to my home. [redacted] repeatedly told me that is not what OneGuard does. She refused to support the human element of the situation. Any human that felt that they were lied too and taken advantage of, like me, would want another company to assess to the situation. After multiple conversations over several days with [redacted] from OneGuard, she finally agreed to send out another company by the name of [redacted]. Luckily, [redacted] took the time to accurately assess the situation. It turned out that the exterior brick wall did not need to be broken into; nor did the vent pipe need replacing. Nor did I need to come out of pocket $305.00. The problem from start to finish took [redacted] less than an hour to complete.

i-We apologize if [redacted]’s provided any mis-information and if there was any breakdown in communication between the homeowner and [redacted]’s.  Please know we have communicated directly with them to review the entire timeline of events with respect to this claim in an effort to improve processes.  We have also flagged the homeowner’s policy to no longer send [redacted]’s to the property.
It is sad that you will still not accept responsibility for the actions of your staff and your contractors.
In closing, OneGuard did not act in good faith with the heater or the plumbing.  Due diligence was not done and the company did not take the time to listen to the homeowner. I am more than willing to keep the lines of communication open with OneGuard to come to a mutually agreed upon resolution. The initial requests from my original complaint still stand. OneGuard trusted their paid contractor who led them down the wrong road both times. Both times the consumer (me) lost time and money.  OneGuard has not fulfilled their obligations. I respectfully request that the Revdex.com keep this open as an active and ongoing problem/complaint. OneGuard cannot continue to participate in unfair and deceptive practices towards consumers who put their trust and hard earned money into these faulty, non-backed by a reputable company service contracts that OneGuard/Service One provides.
** I have attached [redacted]’s invoice and [redacted]’s invoice**
 One shows that [redacted]’s does leave invoices, and the other shows that a reputable company could have easily fixed my plumbing problem without trying to empty my pockets.
Thank you,
[redacted]

As part of my new home purchase, a OneGuard warranty was purchased. I found an issue with the dishwasher in the first week. I tried calling twice before 5pm and entering an online service request, but was never contacted.

Since they seemed difficult to get in touch with, I decided to cancel my service. Per the contract terms on their website, I had 30 days to cancel with a full refund. I initiated a cancellation request, but was told my contract terms were different than what was on the website, and would not received a refund for the full value of the contract.

If I am truly subject to different terms, the liability should be on OneGuard to provide those terms and make them readily accessible. They said it was up to my realtor to give me a brochure of their plan types and terms.

This seems like very deceptive practice to advertise one set of terms and bury a second set of terms.

I had an extremely poor customer service experience with OneGuard Home Warranties. They game me a very poor contractor to fix my dryer and it took over two weeks with excuses from from both parties saying its not their fault. They were more concern with the contractor feeling than providing good customer service. [redacted] is the worst business in fixing dryer. They order the wrong part and still OneGuard gave them credit for a good job. Please stay away from OneGuard and [redacted]s. Both are a disgrace to customer service.

May 6, 2016[redacted]15415 N 45th StreetPhoenix, AZ 85032RE: OneGuard Second Business Response CID [redacted]Dear Revdex.com,Please accept this as our second business response for the complaint lodged by [redacted] regarding the freestanding ice maker. Please be assured I have personallyy spoken directly with Ms. [redacted] on many occasions, as well as several other OneGuard representatives, in an effort to help and specifically address her concerns. In addition, I spoke to her while she was accompanied by her attorney on the phone since she origin[redacted]y lodged the complaint with Revdex.com, and continued to assist her. During the phone conversation, she agreed to allow a service contractor return to the home to assess the unit, and Icreated a work order on her behalf to move the process forward. Please note when the technician got to the home, she turned him away. Ms. [redacted] is not allowing us theopportunity to assist her. We have always and continue to accommodate her requests forservice, while providing much value and benefit to her through the warranty and completing repairs as needed for a variety of claims.Ms. [redacted] is demanding that we replace the freestanding ice maker. However, she is refusing OneGuard the opportunity to have a service contractor assess the unit. We have attempted to send contractors to her home for service on several occasions, that she has either not been present for the appointment, kicked off the property during the visit, or outright turned the technicians’ away. We take a prudent approach, assess the unit to determine if or what the breakdown is, and determine whether to replace or repair. In order to make a determination, our service contractors must perform a professional diagnosis.Our efforts to make this assessment are not being permitted. In addition, Ms. [redacted] has not provided OneGuard or Revdex.com with documentation to show the unit is not working and requires replacement.To reiterate the steps we have taken:On March 1, 2016, Ms. [redacted] contacted OneGuard stating the ice maker was overheating and not producing ice. The contractor recommended replacing the evaporator coil in the unit to successfully complete the repair, and OneGuard authorized the repair.On March 19, 2016, Ms. [redacted] called OneGuard again stating the unit stopped working and was overheating. The service representative forwarded the work order back to the original contractor to return to the property to assess, and this is where Ms. [redacted] stopped the process as described above.We stand firm that we are acting with reason, diligence, within the parameters of the service agreement, and good faith in our attempts to serve her. The service contractor has not determined the presence of a covered breakdown. According to the terms of the service agreement, determination of whether to repair or replace a covered item is at the sole discretion of OneGuard. In this specific situation, repairs cannot be authorized or performed when the unit is not experiencing a breakdown. Until we receive confirmation from the appliance contractor stating a mechanical part or component has failed, there are no items to repair or replace.In closing, Ms. [redacted]’s OneGuard service agreement expires on May 18, and we want to work through the situation with her. Therefore, we are asking her again to please [redacted]ow us the opportunity to assess the unit in order to determine if a breakdown is present, and then take next steps as necessary.Thank you for your time and consideration. Please feel free to call me directly with any questions.Sincerely, Jacqueline H[redacted]OneGuard Customer RelationsP: 623.552.[redacted]

Dear Revdex.com,Thank you for the information and allowing OneGuard Home Warranties the opportunity to look into this. Please know we have spoken directly with the homeowner and believe we have amicably achieved a positive outcome. We have reimbursed the homeowner in the...

amount of $151.79 and she has accepted, and she should receive the check within the next ten days. OneGuard respectfully requests for Revdex.com to close this complaint 'Resolved." Thank you again for your time and consideration and please let me know if you need additional information. Warmest regards,[redacted]OneGuard Home WarrantiesCustomer Relations ManagerDirect: ###-###-####

I paid for the pool coverage. My pool turned green and I called when my pump motor made very loud strange noises. Called one guard to send a tech, and three other pool companies for 3 different quotes, because I do that for everything. All 3 pool companies said my filtration system needs a total overhaul, pump motor blown, filtration media is 40+ years old and not filtering properly, and the plumbing has leaks.
One guards pool guy they sent said my pump is fine and we aren't operating it properly. I don't touch it my professional pool guy does.
I called one guard and they told me to call the pool co. They didn't answer and mailbox is full.
So I spent 2300 on equipment I paid extra to have covered by this company.

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

Michelle was very unhelpful, and seemed as if she gave little if no concern of the problem they have created. I am to be billed 3 months of back services... and I am still waiting on my first bill statement...

Dear Revdex.com,Thank you for allowing OneGuard Home Warranties the opportunity to explain why the homeowner’s claim for the salt water pool equipment is not covered under the OneGuard service agreement due to the breakdown being the result of non-normal wear-and-tear conditions....

A careful analysis has been conducted and this letter will explain why the claim is not being covered by OneGuard Home Warranties.The Customer Relations team reviews the nature and cause of the issue the homeowner is experiencing, and will do everything possible to assist with a positive outcome. 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.Please allow us to address the homeowner’s concerns regarding the salt call replacement from May of 2013. The homeowner contacted OneGuard to report the salt cell cracked and was leaking. A contractor was dispatched to the property to assess the unit and confirmed the failure was from normal wear-and-tear. OneGuard approved the claim to replace the salt cell. After completion of the repair the homeowner contacted OneGuard to discuss the workmanship of the contractor regarding the wire reaching from the control panel to the salt cell. OneGuard spoke directly with the service technician who performed the replacement to discuss the claim. He advised that the repair was proper and the only way to install the equipment. He explained the salt water control board is located on the wall directly across from the salt cell and pool equipment. The board needs to be connected to a power source, and the wires that supply power to the cell are suspended between the units. The homeowner was informed that repairs were proper and met code requirements.In July of 2014, the homeowner contacted OneGuard to report that the salt cell cracked and was leaking again. The contractor confirmed the failure was from normal wear-and-tear and OneGuard covered to replace the unit. The homeowner has not contacted OneGuard to discuss any concerns regarding the install.Here is a review of the specific events in relation to the claim and what led to our ultimate decision. Please note, all information provided has been obtained through system notes and recorded phone calls.On April 26, 2015, the homeowner placed a call into OneGuard’s Customer Care division to request service for the salt water pool equipment for a failure that she noticed today. The homeowner reported that the chlorinator box for the salt cell was displaying a red indicator light that read “no flow”. She also confirmed that she uses a weekly pool service and chemical levels are correct. A work order was generated and forwarded to the service contractor on the customer’s behalf.On April 28, 2015, the service technician contacted the OneGuard Authorization team to provide the following diagnostic information: the flow sensor cord for the salt cell appeared to have been cut from the phone jack connection and needed to be replaced. The broken cord was improperly attached to an electrical grounding connection. Please note, the grounding connection protects the equipment from electrical or power surges, and provides no electricity to the system. The cord appeared to be ripped from the phone jack and sustained irreparable damage. He believed the wire was tripped on or physically removed, causing the damage. Without the flow sensor, the control board cannot communicate with the salt cell to generate chlorine when water flows through the pipes, and the system will become chemically inactive. The damage to the cord was not from normal wear-and-tear. Therefore, the technician provided a Cash on Delivery (COD) cost of $265.00 to perform the repair which would be the responsibility of the homeowner. In addition to his findings, he provided a picture of the connections to support his diagnosis, which we have included for your records. The OneGuard Authorization team took all information into consideration: the professional diagnosis from the service technician and picture showing the current condition of the flow sensor cord, which was damaged and no longer attached to the phone jack. The team determined the breakdown was not from normal wear-and-tear, and the claim would not be covered by OneGuard. On April 30, 2015, a representative from OneGuard’s Authorization team spoke with the homeowner directly to explain why the claim was not covered under the service agreement. The flow sensor cord was damaged and no longer connected to the phone jack, then re-attached improperly to the electrical ground. The homeowner was under the impression the cord was improperly installed by the OneGuard contractor who replaced the salt cell in July of 2014, and requested the claim be reviewed. The representative informed the homeowner that she would research the situation further and follow up with her.The OneGuard representative placed a follow up call to the service contractor regarding the installation of the wiring. She spoke with the technician that performed the diagnosis. He confirmed that the salt cell would not function with a broken flow sensor cord attached to the electrical ground. He explained the electrical ground is not a power source and does not deliver any electricity to the system. The cord was physically removed, damaging the connection, then placed on the electrical ground inside the system. To verify, OneGuard sought the opinion of another pool contractor to obtain a second visual diagnosis. The second opinion contractor also confirmed the findings, advising the system would not have functioned with a damaged flow sensor cord.On April 30, 2015, the OneGuard Authorization team called the homeowner to confirm the denial of the claim. She explained that the cord to the flow sensor was damaged, not from normal wear-and-tear, and was not the result of an improper installation by the OneGuard contractor in July of 2014.On April 30, 2015, the OneGuard Authorization representative received a voicemail from the homeowner requesting to proceed with the uncovered repairs through the contractor. She also advised that she wanted the flow sensor cord to be installed underground to avoid tripping on it. The representative relayed the request to the contractor to follow up with the homeowner. Please note, the homeowner has not requested any additional assistance from OneGuard regarding the claim prior to receiving her complaint from Revdex.com. Please find the excerpt taken from the homeowner’s service agreement to further explain our position:A. WARRANTY COVERAGE (page 2 of 6)1.In accordance with the terms and conditions of this residential service contract, OneGuard Home Warranties will repair or replace your selected covered items so long as they:b. Become inoperative from normal wear and tear after the effective date of this warranty contract;G. OPTIONAL ITEMS (page 5 of 6)SALT WATER POOL/SPA (1 SET OF EQUIPMENT)NOT COVERED: Any item not listed above such as but not limited to fill lines and fill valves, grids, diatomaceous earth, sand, cartridge elements, fountains and other water features, computerized control boards and related equipment, booster pumps and water feature pumps (unless the Additional Pool Pump option is selected), problems caused by lack of maintenance or abnormal wear-and-tear, liners, structural defects, lights, solar equipment, tile or plaster, inaccessible components, and built-in and in-pool cleaning equipment such as but not limited to salt system chlorinators (unless additional option is selected and paid), ionizers, pool sweeps, jets, pop-up heads, actuator valves (turbo valves), skimmers, heat pumps, and above ground pools and spas.H. LIMITATIONS OF LIABILITY1. General Exclusions. This contract does not cover:d. Breakdowns that are caused by any condition that is not considered to be normal wear-and-tear such as but not limited to:(1)Misuse or abuse;(3)Improper previous repairs or modificationsPlease note, on May 19, 2015, upon receiving the homeowner’s complaint, a supervisor from OneGuard’s Customer Relations team placed a follow up call to the contractor to ensure accuracy of information. The service technician confirmed that the installation of the wires spanning from the control board to the salt cell is not considered improper, and given the existing layout of the pool equipment, this installation was not uncommon. The contractor advised he would have installed the flow sensor in the same manner. However, the homeowner specifically requested to have the new flow sensor cord ran underground inside conduit, rather than between the equipment. She paid an additional $45.00 to have the technician perform the extra service. He also confirmed that the only improper installation he observed was the damaged flow sensor cord that was re-attached to the electrical ground, and is not the result of an improper installation of the salt cell system. The claim was denied due to the damage to the flow sensor cord sustained from being physically removed and is the result of non-normal wear-and-tear.We sincerely apologize for any dissatisfaction the homeowner had during her interaction with the contractor. OneGuard’s number one priority is to provide a level of service that exceeds our customers’ expectations, and we regret that did not happen with the COD repairs. Please be assured that OneGuard takes this information very seriously and has relayed her specific concerns to our management team for internal review and direct follow up with the service contractor. In closing, OneGuard Home Warranties has denied the claim for the homeowner’s salt water pool equipment due to the damage to the flow sensor cord from non-normal wear-and-tear, and the cost to fix the unit is the responsibility of the homeowner. OneGuard respectfully requests for Revdex.com to close this complaint ‘Administratively.’ Thank you for allowing OneGuard the opportunity to provide you with this information. We sincerely hope it helps.