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OneGuard Home Warranties

Additional Locations

Phone: (602) 993-5911 Fax: (602) 324-1841 View Additional Phone Numbers 2325 W. Utopia Road, Phoenix, AZ 85027 View Additional Email Addresses http://www.OneGuardHomeWarranty.com View Additional Web Addresses

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Description

This company sells and services home warranty plans.

BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that lowered the rating for OneGuard Home Warranties include:

  • 48 complaints filed against business

Factors that raised the rating for OneGuard Home Warranties include:

  • Length of time business has been operating.
  • Response to 48 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

48 complaints closed with BBB in last 3 years | 17 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 3
Billing/Collection Issues 2
Delivery Issues 0
Guarantee/Warranty Issues 15
Problems with Product/Service 28
Total Closed Complaints 48

Customer Reviews Summary Read customer reviews

13 Customer Reviews on OneGuard Home Warranties
Customer Experience Total Customer Reviews
Positive Experience 2
Neutral Experience 0
Negative Experience 11
Total Customer Reviews 13

Additional Information

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BBB file opened: May 05, 1993 Business started: 07/01/1979 in AZ Business started locally: 07/01/1979 Business incorporated: 12/09/2005 in AZ
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Arizona Registrar of Contractors
1700 W. Washington Street #105, Phoenix AZ 85007
http://www.azroc.gov
Phone Number: 602.542.1525
Fax Number: 602.542.1599

Type of Entity

Limited Liability Company (LLC)

Business Management
Mr. Troy Powelson, COO Mr. Deryl Eastman, CEO Mr. Scott Smith, CEO
Contact Information
Customer Contact: Samantha Marquis, Customer Relations Manager
Principal: Mr. Troy Powelson, COO
Business Category

Home Warranty Plans

Alternate Business Names
ServiceOne Home Warranties
Industry Tips
Home Warranty Plans

Customer Review Rating plus BBB Rating Summary

OneGuard Home Warranties has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of B.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    2325 W. Utopia Road

    Phoenix, AZ 85027 (602) 993-5911 (888) 896-0014

  • THIS LOCATION IS NOT BBB ACCREDITED

    P.O. Box 43050

    Phoenix, AZ 85080

  • THIS LOCATION IS NOT BBB ACCREDITED

    P.O. Box 940409

    Plano, TX 75094

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Types of Complaints Handled by BBB

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  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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BBB Complaint Process

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Industry Tips

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Additional Phone Numbers

  • (888) 896-0014(Phone)
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Additional Web Addresses

  • http://www.s1hw.com
  • http://www.oneguard.net
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Additional Email Addresses

  • - eQuote
  • - Sales
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Complaint Detail(s)

10/9/2014 Guarantee/Warranty Issues
7/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently purchased a home and a home warranty with OneGuard. We had a home inspection before we closed on the house. In that inspection, it was noted that the temperature split between the air return (entering) and the register (leaving) was a lower (14-15 degrees) than the industry standard (17-21 degrees). The inspector noted in the report that "most likely the unit just needs to be serviced." We had the unit serviced by a licensed contractor on 6/7/2014. They and tightened and checked all connections, checked the refrigerant levels, cleaned the unit, cleared a clogged condensation drain line, and ran a diagnostic on the system. In this diagnostic, they re-checked the temperature split after cleaning and found that the split had raised back to normal working levels (19 degrees) and noted "Unit in propper working order at this time." Our air conditioner failed on 6/19/2014. We called OneGuard and they sent a company out on 6/21/2014. This company said that they couldn't find any leaks in the system, but refilled the refrigerant. On 6/27/2014 the AC system failed again, and I called OneGuard back. On 6/29/2014 the same company came back and said that there was a major leak in the condenser coil (three different licensed contractors said could have happened overnight), and that they could not repair it. They recommended replacement of the AC system. OneGuard quickly notified us that they would not cover this claim. OneGuard has constantly changed what they were looking for as proof that the system was working before the repair (details/progression below). It has been 100-110 degrees outside since the AC failed on 6/27/2014 and the house got to dangerous temperatures for our 2-year-old child, 2 pets, and us (96 degrees inside) so we had to do something. We got several quotes on the replacement of our AC system, per the recommendation of the company OneGuard sent out to repair our system both times. The new unit was installed at my expense on 7/2/2014 by another licensed AC contractor. Dispute details: OneGuard said that they would not cover the repair because the original home inspection listed a temperature split problem, and this “usually” means there is a leak I said that we had a company (*****) service the AC and there we no leaks, it just needed to be cleaned One guard said that we needed to provide proof that we fixed the problem We provided the invoice/inspection report from ***** (licensed AC contractor) stating “Unit in proper working condition at this time.” OneGuard said ***** didn’t do any repairs I noted that the invoice said ***** tightened connections and cleared clogged lines OneGuard said ***** didn’t check for leaks I noted that the invoice stated that ***** checked the refrigerant levels and didn’t find any problems OneGuard said the temperature differential was still an issue I noted that the invoice stated that ***** re-checked the temperature split and it was up to 19 degrees and listed this on the invoice OneGuard said that ***** didn’t do a full diagnostic, and if they did they would have checked the suction and taken pressure readings I noted that the invoice stated that ***** did check the suction and recorded those readings OneGuard said that there was a waiting period before we could file a claim I noted that that information wasn’t listed on their contract OneGuard took back the statement about the waiting period, but repeatedly said that we were new customers, and that there were extra steps they had to take for us I noted that that information wasn’t listed on their contract either. OneGuard stated again that ***** didn’t do a full diagnostic, but this time would not tell me what a full diagnostic would include that ***** didn’t do I provided a letter from the original home inspector stating that the unit was working properly with no leaks at the time of the inspection, and just needed to be cleaned OneGuard will not connect me with a customer care or authorizations rep, and nobody will return my calls to discuss this. I have been waiting 5 days now. This repair/replacement should be covered, per the contract/policy with OneGuard. I have provided every bit of proof that OneGuard has asked for the the problem was fixed, but I have been sent running in circles with OneGuard simply stating that they were denying the claim.

Desired Settlement: I would like to be reimbursed for my $5941.46 expense in replacing the AC system that OneGuard should have covered, in addition to compensation for being forced to live in a dangerously hot house for 6 days in 100-110 degree temperatures during the summer in *******.

Business Response: Dear Better Business Bureau,

Please accept our business response for Complaint ID ******** for ****** ********.  Thank you for your time and consideration and know your questions are welcomed. - ********

******** *******
Customer Relations Manager
OneGuard Home Warranties 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/18/2014 Guarantee/Warranty Issues
7/18/2014 Problems with Product/Service
6/24/2014 Problems with Product/Service
5/5/2014 Problems with Product/Service
4/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased a home warranty in February that included coverage for our pool and spa. Shortly after the waiting period for repairs expired, our spa heater broke. We had had the spa heater (and spa) inspected in January, and everything was found to be working. We used the spa approximately 10 times since then, including after OneGuard's 5-day waiting period, and it worked perfectly. OneGuard denied the claim, contrary to the language of the contract, and said it was not in good working order during the contract period. We provided proof of the inspection that showed it was in good working order, and told OneGuard that we had used it approximately 10 times. We appealed OneGuard's decision, and it was still denied. The basis for the denial was that the "amount of rust" observed meant that it was not in good working order and that it was on its "last leg" when we bought the coverage. OneGuard's decision is contrary to the explicit contract language. OneGuard has the ability to inspect its covered items to determine if they're on their "last leg," and exclude them on that basis, but it choose not to do so. That doesn't magically make a covered item "not in good working condition." The spa heater worked perfectly approximately 10 times since we bought the house. OneGuard's interpretation would exclude nearly everything in the beginning of the contract period. Again--it could chose to have a longer waiting period before covering repairs, but it elected 5 days. Our spa heater broke after this waiting period. and should have been covered.

Desired Settlement: OneGuard's selected repair company indicated that the heater needed to be replaced. We're entitled to that under the contract, and that is the remedy we seek.

Business Response:

March 26, 2014

 

RE:  BBB Complaint ID ******* / OneGuard Business Response for ******** ********

 

 

Dear Better Business Bureau,

 

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, 2014.  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, 2014.  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 8 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:



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 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 Better Business Bureau 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: ###-###-####



Consumer Response:

Re:  complaint *******

Better Business Bureau:

OneGuard denied my claim because of a "pre-existing condition."  I quote from OneGuard's website: "We're the only warranty company that covers all unknown pre-existing conditions." (www.********************.com) Which is it?

Regardless, OneGuard is ignoring the policy language. The 
question is whether the heater was in "good working order."

The product was inspected before I moved in. A licensed contractor checked the heater and confirmed that it worked properly.  I used the heater several times. And it worked fine: high temperatures were reached in normal times, no modifications were required, no apparent issues.

OneGuard says that opening the heater casing and looking inside would have revealed the presence of rust. But nobody told us to search for problems that might manifest themselves later. If a product works, we expect the home warranty to cover subsequent breaks. Should I also disassemble my refrigerator to check the freon levels!?! This was not a known condition, and we had no reason to suspect or search for it.  

Moreover, there is no exclusion for "product condition."  Despite OneGuard's response, the phrase "preexisting condition" does not appear in the policy. Rather, the policy focuses on functionality, not condition. The presence of rust does not preclude coverage on a product that was functioning properly. The heater was not brand new, but it was still worked normally--i.e., it was in "good working order." That is sufficient to trigger coverage.

Further, an exclusion based on "product condition," without clarification, is vague and allows OneGuard to always deny coverage--because virtually every product will exhibit some wear and tear that will eventually cause a failure. Again, though, the policy applies so long as the product was in "good working order." I suspect OneGuard is frustrated because the product broke so soon after we moved in. We were frustrated too. But there is no dispute that the heater worked initially. OneGuard already imposes a waiting period before new policies take effect; they cannot deny coverage here because they wish the waiting period were longer.

Although not our preference, we are prepared to pursue legal remedies (through arbitration under the contract or otherwise) if this issue is not resolved satisfactorily. OneGuard will have to explain the denial of my claim--for a purported preexisting condition--when its website boldly advertises that it provides coverage despite preexisting conditions.

Regards,

********* ********

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/28/2014 Problems with Product/Service
3/7/2014 Problems with Product/Service
3/6/2014 Problems with Product/Service
3/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a yearly contract with One Guard Home Warranties. Last year (March 1, 2013) I had an issue with my Heat Pump where they had to add refrigerant to the system. I had another issue this year with the Heat Pump where a service technician again had to add refrigerant (January 22, 2014). I asked the technician if he was going to fix the leak and he said no because he would have to tear everything down, evacuate the freon, and place the system under a vacuum, then check for leaks with soap bubbles. I said OK, I just want it fixed. He said One Guard would have to approve the work. I called One Guard and had a manager call me back. He said they would not approve the work.

Desired Settlement: Just want them to completely fix the Heat Pump as they are contracted to do. I'd like them to do whatever is necessary to stop the heat pump from venting refrigerant into the atmosphere.

Business Response: Thank you for allowing OneGuard Home Warranties the opportunity to
address this complaint and clarify important details.   Please know
we have reviewed the entire timeline with respect to the homeowner’s claim,
including detailed notes and digitally recorded phone calls.  

On March 1, 2013, the homeowner had a pre-season tune-up performed
on the heating system.  The technician added 2 pounds of Freon at that
time, and reported the unit was in good working condition.  

On January 21, 2014, the homeowner initiated a claim for service
for the heating system that was blowing cold air.  On January 22, 2014,
the service contractor was dispatched to the home to assess the unit.
While the technician was on site, the homeowner called OneGuard and said
the technician told him a leak was present but he could not complete the
repairs.  The technician also called OneGuard while on site to advise he
replaced the outdoor condenser fan motor to complete the repair and added 1 pound
of Freon.  He advised that the homeowner was asking him to perform a leak
search on the unit.  The technician explained he could not see a leak, and
he did not tell the homeowner there was a leak, and that the outdoor ambient
temperature was too cold to obtain a fully accurate reading for the Freon.
OneGuard placed a follow up call to the homeowner to advise that the
current condition of the unit does not warrant a leak search.  There were
no visible signs of leaking, and no excessive loss of Freon.  The homeowner
said there is a history of adding Freon to the unit.  Therefore, we
reviewed all the air conditioning claims under the homeowner’s policy.
The last time Freon was added was in March 2013.  Prior to that,
there is no record of adding Freon, and the homeowner has been a OneGuard
customer for nearly 6 years.  OneGuard explained to the homeowner that if
he would like to have a leak search performed at this time, it would be at his
expense.  The homeowner advised he would be contacting the ************* ********** ****** 
(***) because Freon is escaping into the atmosphere.  Please note, 
both the licensed HVAC contractor and OneGuard Home Warranties abides by
federally mandated regulations with respect to Freon.

In closing, OneGuard Home Warranties has acted in good faith and
within the parameters of the service agreement.  We have repaired the
mechanical failure the homeowner was experiencing, and do not find it necessary
to perform a leak search at this time.  This information is based on the
professional diagnosis of our licensed HVAC contractor.  

We hope this information helps and request for Better Business
Bureau to close this complaint ‘Administratively Judged Resolved’.  Thank
you for your time and consideration.

Sincerely,

Customer Relations Team
OneGuard Home Warranties
www.oneguardhw.com

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

OneGuard Home Warranties has admitted to the necessity of adding Freon on two separate occasions showing the system is leaking Freon which is being vented into the environment.  I don’t see any exclusion in the contract from OneGuard Home Warranties that would prevent them from fixing a Freon Leaking heat pump.
 
Prior to this issue, I had received a warranty renewal offer from OneGuard Home Warranties.  On January 28th 2014, I received a letter from OneGuard Home Warranties, receding this renewal offer further supporting my claim that OneGuard Home Warranties does not want to honor their contact and fix/replace the heat pump.  I suspect this is due to the cost of fixing or replacing the heat pump.


Regards,

**** ********

 

Business Response:

February 25, 2014

 

Dear Better Business Bureau,

The homeowner believes OneGuard is not extending an offer to renew his home warranty because we do not want to replace his heat pump.  Please know that is not the case.  According to our records, there is no indication the heat pump needs to be replaced, or has ever been replaced, or in need of repair under his service agreement.  Since 2009, repairs have been completed for the run capacitor, thermostat, and most recently, the condenser fan motor.  Further, 2 pounds of Freon were added in March 2013, and less than a pound was added in January 2014.  Please note, if more than 2 pounds of Freon were required, we would move forward with performing a leak search.  We have verbally explained to the homeowner that a leak search is not warranted based on the information provided to OneGuard from the service contractor that most recently assessed the unit.  No problems were reported for the heat pump, and there were no signs of leaking.  Please note, both the licensed HVAC contractor and OneGuard Home Warranties abides by federally mandated regulations with respect to Freon, and would not allow for Freon to escape into the environment.  


OneGuard has made the business decision not to extend a renewal offer because we believe we cannot satisfy his expectations.  He has filed complaints with various agencies expressing his discontent and a lack of confidence with our services.  We have notified the homeowner in writing of our decision to not renew.  He has not contacted OneGuard directly regarding the renewal but we would have verbally provided him with the same explanation.  At this time, we believe it is in the best interest of both parties to discontinue the relationship.  


In closing, proper repairs to the air conditioning system have been completed under the service agreement.  Additionally, OneGuard Home Warranties has made the business decision to not extend a renewal offer to the homeowner.  Thank you again for allowing OneGuard Home Warranties the opportunity to provide you with this information.  We respectfully request for Better Business Bureau to close this complaint ‘Administratively Judged Resolved’.  

 

Sincerely,

OneGuard Home Warranties

Customer Relations Team

www.oneguardhw.com

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I have attached two receipts showing Freon (refrigerant) was added on two separate occasions.  The first receipt from Cool Blew was where 2 pounds of R22 refrigerant was added on 3/1/2013.  The second receipt shows Comfortable Living A/C Heating LLC added an additional 1 pound of R22 refrigerant on 1/22/2014.  Both Cool Blew and Comfortable Living were sent by One Guard when I reported the heat pump was not heating my home.  This documents that refrigerant was added on two separate occasions within the One Guard contract period proving the system was leaking.  If the system wasn't leaking, refrigerant would not have to be added (twice).   I have also attached a copy of One Guard's warranty.  If you require additional information, please let me know.


Regards,

**** ********


 

 

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

1/22/2014 Advertising/Sales Issues
1/22/2014 Problems with Product/Service
1/21/2014 Problems with Product/Service
12/4/2013 Guarantee/Warranty Issues
11/26/2013 Problems with Product/Service
10/29/2013 Advertising/Sales Issues
10/12/2013 Guarantee/Warranty Issues
10/4/2013 Guarantee/Warranty Issues
9/9/2013 Advertising/Sales Issues | Complaint Details Unavailable
8/30/2013 Problems with Product/Service | Complaint Details Unavailable
8/23/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My wife and I called One Guard to have our AC repaired due to our upstairs not cooling. A service tech from ******* ***** ******* was dispatched the following day and the AC unit was now cooling the upstairs. The following day we noticed a leak on our ceiling below where are air handlers were in the attic. The pan on one of our units was rusted through and leaking water. We again contact One Guard and the sent out a tech from ******* ***** ******* in which he advised the pan needed to be replaced. He measured for the pan and said this pan needed to be constructed and we would be advised when this pan would be replaced. Multiple days went by with no communication from either ******* ***** ******* or One Guard. My wife contacted One Guard and they advised us that ******* ***** ******* need to come out a re-measure since only one of the two pans was measured. Since this was not a covered item there was no follow through from One Guard on having this matter resolved. My wife and I decided to cancel this service call with One Guard since this was not a covered item and hired our own contractor. The following day this issue was fixed and the pan were replaced. How can on service company take two weeks for the same problem and not be able to resolve it but another company can fix the issue a day later. I feel One Guard's customer service was lacking and they did nothing for us to assist with this issue. I would not recommend anyone use One Guard as a home warranty service because all you will end up getting is the run around and no service.

Desired Settlement: Would like a refund of our service call fee of $55.00.

Business Response: August 12, 2013

***** ******* **** * ***** ***** ********* ** *****

Policy #******

Re:  Better Business Bureau Complaint #******* / OneGuard Home Warranties Business Response

Dear Better Business Bureau,

Please accept this letter in response to BBB Complaint Case
#*******.  We sincerely regret the homeowner is unsatisfied with the terms
of his service agreement.  We have conducted a thorough review of all of
the details in relation to this complaint and believe OneGuard has acted in
good faith, fulfilling the terms of the service contract.

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 July 10, 2013, the homeowner initiated a service call for the
air conditioning unit blowing hot air.  The upstairs rooms were not
cooling.  A work order was created on the homeowner’s behalf.

On July 11, 2013, the service contractor was dispatched to the
home to diagnose the situation.  The technician replaced the run capacitor
for the unit that cools the upstairs, and the unit was working properly.

On July 13, 2013, the homeowner called OneGuard to advise the air
conditioning unit was leaking from the attic.  The original work order was
sent back to the service contractor as a potential recall, to return to the
property and assess the developing situation.  The OneGuard service
representative explained that a new service fee could potentially be due if a
different problem was uncovered.  She also explained that there could be a
problem with the condensation line since leaking was present.  The
homeowner understood.  On the same day, the service contractor returned to
the property and discovered that the condensation drain pan inside the air
handler was cracked, and the secondary pan had rusted through, causing the
leak.  The drain pans should be replaced.  Please note that no
additional service fee was requested.

Condensation drain pans are not covered under the OneGuard service
agreement, which the homeowner understands.  Therefore, we would request
for the homeowner to deal directly with the contractor to move forward with the
repair.  That would explain why OneGuard would not initiate further contact
with the homeowner regarding the claim.  However, the homeowner made
numerous phone calls to OneGuard about getting the pans from the contractor,
and OneGuard made calls to the contractor on the homeowner’s behalf to try to
assist.   

The homeowner’s desired outcome is for OneGuard to refund the
service fee for the original work order.  OneGuard will not refund the
homeowner the $55 service fee.  The service fee is applied towards the
initial work order created for the original problem of the unit not cooling.
The service contractor went to the property, diagnosed the non-cooling
unit, and replaced the appropriate the run capacitor to restore cooling to the
upstairs.  The initial repair was done on the unit outside of the home,
and no repairs were completed on the inside of the home on the initial call.
These are two separate issues altogether.

Thank you for allowing OneGuard Home Warranties the opportunity to
provide you with this information.  Please know your questions are always
welcomed.

Sincerely,
OneGuard Home Warranties 
www.oneguardhomewarranty.com









 




BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/14/2013 Billing/Collection Issues | Complaint Details Unavailable
8/13/2013 Guarantee/Warranty Issues | Complaint Details Unavailable
8/2/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My interaction with OneGuard started with a malfunctioning AC unit in which I called in to request a service order on the evening of 6/18/13. The Customer Service rep placed a service order for a technician to come out to diagnose the problem the following day (6/19/13). Upon diagnosing a short-circuit to the compressor, the technician stated that a replacement compressor will be needed to fix the problem. He proceeded to call OneGuard to submit the claim and process the repair order. Since I did not receive any communication from OneGuard within the next 24 hours, I proceeded to call OneGuard to inquire about the status of the repair order. The Rep over the phone confirmed the order of the replacement part(s) and informed me that, although the repair is fully covered, there will be a disposal fee of $271.75 owed to the AC company for the disposal of the broken compressor and refrigerant. When I reviewed our original contract with OneGuard, there is an option of a Premium Upgrade which will cover the cost of AC disposal and hazardous wastes. This led me to call Customer Service on the morning of 6/24/13, around 9 am, to inquire about adding this upgrade and RETROACTIVELY cover the disposal fee that I will be incurring for the pending AC repair, scheduled on the following day (6/25/13) . After a 15-20 min phone conversation, including being on hold to confirm with various supervisors and administrators, the Rep CONFIRMED (as well as documented in the notation of my OneGuard account) that by adding the upgrade that day, it will RETROACTIVELY cover the disposal fee for the pending service order. As a result, I proceed to authorize OneGaurd to charge our credit card on file for the $84 upgrade. At 5 pm the same day, a OneGuard supervisor called my home and spoke with my wife to inform her that the decision to retroactively cover the disposal fee is RETRACTED due to a violation of the company policy. Shortly after, when I received the news from my wife upon arriving home, I immediately called OneGuard for an explanation and unfortunately, the supervisor had left for the day. Instead, the Rep on the phone reviewed the notations on our account and he confirmed that it was clearly stated in the notations that "a supervisor was consulted, and the coverage for the pending disposal fee was authorized". This Rep did not have the authority to execute a final decisions on this matter, but he reassured me that when the individuals involved return to work the next morning, I will be notified of the final decision. The following morning (today), I received a call from the original Rep that confirmed the retroactive coverage. She began apologizing repeatedly for the misleading information that was given yesterday and despite admitting that her supervisor had approved the retroactive coverage, she stated that there was nothing she could do because it is a violation of the company policy. She proceeded to state that "I made a mistake, and the company just will not honor the (retroactive) coverage promised". After listening to the Rep's explanation of how the final decision was reached, I responded to say that this "mistake" was not made by me, the consumer, in fact, I was misled, if not deceived, to believe that I was provided the desired coverage, only to be have it retracted later in the day. In my opinion, this is analogous to a classic "bait-and-switch" technique! Needless to say, as a loyal, 4-year customer of OneGuard, this experience has made me question the integrity of the company, whether I can trust any future statements made by this company, and what other fraudulent business practices I may encounter in the future.

Desired Settlement: My complaint pertains to the fraudulent business practices stemming from this negative customer service experience with OneGuard. I am seeking to have OneGuard take responsibility for their actions. Whether this ADMITTED mistake was made by an entry-level employee, or the CEO, the company needs to take responsibility. They owe that to their customers. I am seeking to have OneGuard follow through with their original claim to cover the cost of the disposal fee. Unfortunately, given the urgency of the repair, the repair has been completed this morning, and we had to incur the cost upfront. As such, I am seeking to have OneGuard reimburse us for the cost of the disposal fee ($271.75) that was paid this morning to the contractor.

Business Response: July 2, 2013
 
Dr. ****** *** and ****** ***
**** * ****** ******
******** ** *****
 
Policy # ******
 
Re:  BBB Complaint #******* – OneGuard Home Warranties Business Response
 
Dear Better Business Bureau,
 
Please accept this letter in response to BBB Complaint Case #*******.  We understand Dr. *** is unhappy with the situation, and we appreciate the opportunity to explain what happened.  We would like to stress that OneGuard Home Warranties does not engage in fraudulent business practices.  Like BBB, we are a value driven organization.  Our number one priority is to service our homeowners.  What happened in this particular situation was not intentional and we would never set out to mislead anybody.  We would not have retained this customer for 4 years if they believed we were a dishonest company.
 
We have conducted a thorough investigation of all of the details in relation to this complaint and believe OneGuard Home Warranties has acted in good faith, fulfilling the terms of the service agreement.  Here is a review of the specific timeline of events in relation to this complaint:
 
On June 18, 2013, Dr. *** initiated a service call for the upstairs air conditioning unit that was not working.  The home has 3 units.  Dr. *** commented that when he attempted to flip the breaker, it sparked.  Our Customer Care representative created the work order with the information, and sent it to Cool Blew Plumbing Heating & Air Conditioning.  
 
On June 19, 2013, Cool Blew was dispatched to the home to assess the situation, and determined that the compressor had shorted out and would need to be replaced.  The completion of the repair could be done the early part of the following week (week of June 24).  
 
On June 21, 2013, a representative from our Authorizations team spoke with Dr. *** directly, advising that OneGuard would be moving forward with the repair, and would be replacing the compressor and run capacitor.  Dr. *** was also advised at this time of non-covered costs associated with the repair, for the recapture of refrigerant and disposal of hazardous materials (R&D costs).  Dr. *** has the Essential Plan which is our basic policy.  Recapture and disposal costs are not covered under this plan, and are the responsibility of the homeowner.  Dr. *** verbally approved the non-covered costs in the amount of $271.25 during this conversation.
 
On June 24, 2013, Dr. *** called OneGuard to get a status on the repair.  During the phone call, Dr. *** inquired about upgrading his existing coverage to include the ProtectionPlus Upgrade.  With this option, recapture and disposal costs would be covered under air conditioning repairs.  His annual coverage recently renewed on June 2, 2013, and we allow changes within the first 30 days with new policies and upon policy renewal.  Therefore, our representative added the coverage on Dr. ***’s behalf.  Dr. *** then asked if the coverage would be retroactive with the recent repair.  Our representative asked her immediate manager and was advised it would be.  Both parties, the service representative and the manager, believed this information to be correct.  
 
Later that day, our Authorizations team realized the ProtectionPlus coverage was added and that the homeowner was advised the recovery and disposal costs would be retroactive to include the existing claim.  Dr. *** was misinformed.  The additional coverage would apply to air conditioning repairs for all 3 units moving forward, but not the pending claim.  The coverage is not retroactive.  A representative from our Authorizations team called the home around 5:15pm and spoke with ****** ***, and explained the ProtectionPlus coverage is not effective for this claim.  Our representative believed Ms. *** understood the situation.  Ms. *** also decided to keep the ProtectionPlus coverage for future air conditioning repairs if needed.
 
Dr. *** called OneGuard around 5:45pm on the same day to find out whether or not the recovery and disposal costs would be covered, as Cool Blew was returning on the morning of June 25 to complete the repair.  He was advised he would receive a follow up call in the morning since the representatives working on this claim left for the day.
 
On the morning of June 25, 2013, a representative from our Authorizations team returned the phone call at 8:00am and spoke with Ms. ***.  Ms. *** understood the situation but expressed that Dr. *** was upset because he was told the coverage would be retroactive, and is now being told it is not.  In addition, the original service representative that added the coverage on behalf of the homeowner, called Dr. *** directly to personally apologize.  She admitted she made a mistake.  She should have confirmed the coverage with our Authorizations team before advising the homeowner the coverage was retroactive.  Dr. *** felt OneGuard should cover the costs.  The representative explained the coverage is not retroactive and would not apply to the pending claim.  The representative offered to send Dr. *** a complimentary service fee coupon, valued at $59, which he accepted.   
 
To summarize, the claim for the air conditioning repair was already in effect, initiated on June
18, and Dr. *** verbally agreed to pay the recovery and disposal charges on June 21.  The repair was scheduled to be completed on June 25.  On June 24, Dr. *** added the ProtectionPlus coverage that includes recovery and disposal costs.  Our representative added the coverage on his behalf and mistakenly advised the coverage would be retroactive, to include the pending claim.  Upon discovering the homeowner was provided with misinformation, OneGuard called the homeowner immediately to clarify.  Please note, the homeowner did not have to move forward with the repair.  We explained that the new coverage would not be retroactive to cover this repair.  It was believed the homeowner understood, and also opted to keep the coverage for future claims.  The original representative personally apologized for providing the wrong information and Dr. *** accepted a service fee coupon to apply towards a future claim.  OneGuard has also confirmed with Cool Blew that the repair has been completed, and the new compressor and run capacitor have been installed at the property.  
 
Unfortunately, Dr. *** accuses OneGuard of being fraudulent for charges he already agreed to pay.  This is not the case.  Our representative made an honest mistake.  It was not done with a malicious intent.  She was trying to help.  
 
OneGuard Home Warranties respectfully requests for Better Business Bureau to close this complaint ‘Resolved’ or ‘Administratively Judged Resolved’.  We have responded to the complaint, addressed the customer’s issues, and have acted in good faith.  Additionally, we have acted within the parameters and fulfilled the terms of the service agreement, and have always provided the homeowner with a high-level of service.  Thank you for your time and consideration and please know your questions are welcomed.
 
Sincerely,
 
******** *******
Customer Relations Communications Specialist
************ ext. ***
**************************
 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

In response to Ms. ******* reply to my complaint, I stand behind my previous statement that OneGuard is misleading their customers, and have developed a reputation of fraudulent and deceptive business practices.In fact, from a cursory internet search on customers regarding their interactions and experiences with OneGuard, there are numerous examples of similar actions of deceit.  Please see link:

********************************************************************

To further clarify the timing of my complaint, my family have indeed been with OneGuard (previously Service One) for the past 4 years.  However, our home did not require any servicing until this past month.  As such, we had limited interactions with OneGuard, and it was not until the recent malfunctioning of our A/C unit did we encountered such a disappointment experience.

While I understand mistakes can happen, what I can not tolerate is a business who refuses to take responsibliity for its mistakes.  To reiterate, it was not the my (the customer's) responsibility to question the authenticity of the information that I was given.  But if the OneGuard Customer Representative, who is representing the company over the phone, informs me of coverage, who am I to question that individual?  It is not my role to second-guess that individual if she has the authority to authorize retroactive coverage on a claim.  In this case, she even spoke with her supervisor and came back to the phone to confirm coverage!  How is a customer, who has no knowledge on the daily operations of OneGuard, supposed to know that it is the Authorization Dept that ultimately approves or denies coverage?

In short, I am asking OneGuard to take responsibility for its actions, which extends from the upper management down to the Customer Service Representative.  While I acknowledge the personal apology issued by the Customer Service Rep herself, it unfortunately does not offset the cost that resulted from OneGuard's MISTAKE.  To me, that is misrepresentation and fraud.  OneGuard should take responsibility for such actions.

Regards,

****** ***

Business Response: July 15, 2013
 
Dr. Trever *** and ****** ***
2767 E Palmer Street
Gilbert, AZ 85298
 
Policy # 321556
 
Re:  BBB Complaint ID # 9597413 / OneGuard Home Warranties 2nd Business Response
 
Dear Better Business Bureau,
 
We have reviewed Dr. ***’s rebuttal.  Thank you for allowing OneGuard Home Warranties the opportunity to provide additional information.  Please know we take full responsibility for our actions.  Upon discovering there was a miscommunication of coverage, we immediately called the homeowner, before the repair was scheduled to be completed.  We advised human error occurred.  It was repeatedly explained to the homeowner the new coverage would not be retroactive to cover this repair.  It was believed the homeowner understood.  The homeowner also opted to keep the optional ProtectionPlus coverage for future claims.  To date, the homeowner has maintained the optional coverage.
 
The homeowner understood and proceeded with the repair.  
 
To reiterate our initial response to the complaint:  The claim for the air conditioning repair was already in effect, initiated on June 18, 2013.  Dr. *** verbally agreed to pay the recovery and disposal charges on June 21.  The repair was scheduled to be completed on June 25.  On June 24, Dr. *** added the ProtectionPlus coverage that includes recovery and disposal costs.  Our representative added the coverage on his behalf and mistakenly advised the coverage would be retroactive, to include the pending claim.  The representative believed this information to be correct.  She did not set out to deceive the homeowner, as she was trying to help.  Unfortunately she was incorrect.  Therefore, upon discovering the homeowner was provided with misinformation, OneGuard immediately communicated with the homeowner to let them know what happened.  The homeowner moved forward with the repair, which was completed, and the new compressor and run capacitor have been installed at the property.  We sincerely apologized for the mistake and Dr. *** also accepted a service fee coupon to apply to a future service claim to help offset the mistake.
 
Dr. *** advises BBB his family has not required any servicing from OneGuard until this last month.  However, we have processed two additional claims under this service agreement.  There was an electrical claim in April of 2011, for an exhaust fan, and a plumbing claim in December of 2011, for the water heater.   Additionally, on July 9, 2013, the service contractor went to the property again, this time to diagnose the downstairs unit.  The downstairs unit was assessed for leaks, 3 pounds of Freon were added, and the valves were tightened for the unit to cool effectively.  The technician also checked the upstairs unit that was previously repaired, and everything was in working order.  It is our understanding the homeowner redeemed the $59 service fee coupon we sent to him for this service request.  
 
With respect to the link Dr. *** has forwarded to BBB claiming we are fraudulent:  There are 35 reviews for OneGuard Home Warranties on the website, and a lot of them are positive.  We are fully committed to our homeowners and do not participate in fraudulent business practices.  OneGuard Home Warranties has been in business since 1991 and has thousands upon thousands of satisfied customers.  We have a very high retention rate and would never set out to intentionally misrepresent.  

In closing, we will not be refunding the recovery and disposal fees for which Dr. *** already agreed to pay prior to the completion of the repair, and prior to adding the optional coverage.  We have always acted in good faith, and immediately made a lot of effort to keep the lines of communication open with Dr. *** and ****** *** with respect to this situation.  
 
Thank you again for allowing OneGuard Home Warranties the opportunity to provide additional information regarding this complaint.  We sincerely hope it helps and we ask for BBB to please close this complaint ‘Administratively Judged Resolved’.  
 
Sincerely,
 
******** *******
******** ********* ************** ********** ************ ext. ***
**************************

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

In response to Ms. *******' second rebuttal, my position and reason for initiating a BBB complaint is not to substantiate whether OneGuard has made a mistake or not.  That is a FACT that Ms. ******* has confirmed repeatedly in both her rebuttals.  My complaint has always been to have OneGuard take responsibility for their mistakes and actions.  From the consumer standpoint, I do not have the knowledge regarding the operations of OneGuard to know duties and job descriptions of each of their employees.

If the consumer is authorized for retroactive coverage for disposal fees, the consumer has every right to believe that this agreement will be honored.

But when a business, such as OneGuard, calls hours later to retract the authorization and denies previous agreed coverage, this is a sign of fraud, and deceptive business practices.  

The appropriate action to take from the business standpoint is to: 1) apologize (which my wife and I appreciated that they did), and 2) rectify their mistakes by fulfilling the agreement that was originally promised.

This is where OneGuard (the new management of Service One) has disappointed us and prompted this series of complaints.

This leads me to my rebuttal to Ms. *******' statements about my service history with her company.

Our previous service orders dating back to 2011 were all much minor issues: electric outages, ceiling fan malfunctions.  Neither of them required additional or follow up costs (i.e. disposal fees) that may be covered under their "premium coverage plan".  As such, there was no indication to inquire about adding retroactive "premium" coverage and thus irrelevant to this particular complaint.

Furthermore, those service orders were fulfilled by ServiceOne, the original company that we signed up with, and we were only notified of a change in new management as of 2012.  Needless to say, our experience with ServiceOne had been positive so we stayed with them over the years.  This is the our first service order with OneGuard, and there is no need to comment on our experience with this set of new management,  just read the previous notes on this complaint. Ms. ******* claims that her company has been a reputable company since 1991, well, they may be riding on the reputation of their predecessor, and based on recent events and experiences, such claims remain questionable at best!

In response to her statement that we made a subsequent service order in July, it was not a new service order, we were forced to make a new service order because when we called OneGuard to report that both our AC units have malfunctioned, they forced us to open a new service order for the downstairs unit.  It was later brought to light that the upstairs unit was inadequately diagnosed and treated, so it affected the performance of the downstairs unit and subsequently led to its malfunction. But as anyone living in AZ can empathize, living without AC is intolerable, and as such, we were forced to utilize the "complimentary" service order coupon in hopes of getting relieve from the 100+ degrees heat.

So in closing, many of Ms. *******' statements are unsubstantiated. Furthermore, the deductions and logic from these statements are faulty.  While I am pleased that Ms. ******* and OneGuard acknowledges their mistakes, unfortunately, they continue to ignore their responsibilities to their customers and the community as a whole. 

What I seeking, as I have from the start of my complaint, is to make OneGuard take responsibility for their actions and attempt to shed light to the rest of the Arizona community that such deceptive practices are being carried out by OneGuard.  

It is my hope that through the BBB process, OneGuard will rectify their mistakes through honoring their original proomise of covering the costs that I have incurred for the disposal of my AC unit back in June.  

Otherwise, I feel that such deceptive and fraudulent business practices should be documented as permenant record on OneGuard with the BBB.

  
the authority who 

Regards,

****** ***


 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/23/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We had a slow draining shower and tub connected to the same drain and the pipe going off of it had the blockage. We called and asked for a plumber to come in and snaked the pipes( he only snaked between the tub and shower and not the pipe leading off with the blockage). He ran the snake down the shower drain saw some of the water go down, ran a little bit of water from the tub which filled the pipe between the shower and tub so it seemed to him that the clog was repaired. He then tells me that he will not warranty his work and said that I needed to have a camera in there to fix the problem if it happens again. As soon as he leaves I filled the tub and then let it drain, it backed up into the shower in the other room, he didnt fix anything and I was charged $55. I called warranty company to let them know the problem wasnt fixed and he wanted to put a camera down which would cost out of my pocket another $400 because it is not covered. I was never given the option of having another plumber come out I was only told that they would not cover the camera. I had to go else where to have my problem fixed ( which was fixed properly and have a 30 day warranty on). I dont feel that I should be paying for a plumber that didnt do his job as well as a representative for not giving me the option of having another plumber come out with the possibility of not being charged the service fee( it was only a possibility of not being charged as per the supervisor I was speaking to on the phone). This is a company that is supposed to help a home owner, it seems like they are more there to help contractors make money

Desired Settlement: $55 to not be charged to us for a service that was not rendered.

Business Response: July 8, 2013
 
Policy # ******
 
Re:  BBB Complaint #*******   - OneGuard Home Warranties Business Response
 
Dear Better Business Bureau,
 
Please accept this letter in response to BBB Complaint Case #*******.  We sincerely regret Ms. ****** is unsatisfied with the terms of her service agreement.  We have conducted a thorough investigation of all of the details in relation to this complaint and believe OneGuard has acted in good faith, fulfilling the terms of the agreement. 
 
On June 26, 2013, the service fee was waived in the amount of $55 as a one-time courtesy to the homeowner.  Please find the attached voided invoice, and let it go on record that the service fee was already waived prior to receiving this complaint.   
 
OneGuard would also like to provide a summary of the homeowner’s service claim as it is very important to present our perspective, especially with respect to the service agreement. 
 
On June 24, 2013, Sun Devil Plumbing & Rooter was dispatched to the home to assess a clog in the master bathroom shower and hall bathroom bathtub.  These two rooms share the same line.  The service technician advised OneGuard that he cabled (snaked) the drain.  Please note the technician told OneGuard that he pulled back a lot of dirt and debris.  This could be indicative of a greater problem, possibly a hole in the line.  Note:  The homeowner mentioned to the technician they have recently remodeled the home.  There is the possibility this could have contributed to a blockage.  The technician proceeded to clear the line and tested it to make sure the drains were draining properly by running a lot of water.  He also recommended for the homeowner to camera the line for full view and to further assess the situation.  He advised the homeowner that the repair would not be warranted, and the reasoning behind not warrantying the repair for 30 days, is because the clog was due to a blockage he could not fully access.  The homeowner signed off on the paperwork that the line was cleared before the technician left the property.    
 
Please note several members of the OneGuard team have reviewed coverage with Mr. and Mrs. ****** regarding this claim, explaining why the service fee is due – for the trip charge and the diagnosis – to which they agreed upon creating the work order. 
 
Please see the excerpt below taken from the homeowner’s service contract (we have also attached a full copy of the homeowner’s service agreement for review): 
 
PLUMBING SYSTEM, FIXTURES, & STOPPAGES COVERED: Leaks or breaks in water, gas, drain, sewer or vent lines that located within the perimeter of the main house foundation, faucets (up to $300 per occurrence), showerheads, shower arms, basket strainers, toilet bowls and tanks, wax seals, mechanisms, valves in tub & shower, diverter, angle stop and gate valve, built-in interior sump pump, circulating hot water pump, clearing of stoppages in sewer lines through accessible ground-level clean out.
 
NOT COVERED: Stoppages caused by collapsed, damaged or broken drain, vent or sewer lines outside of the home's main foundation; lines broken, infiltrated or stopped by roots or foreign objects even within the home's main foundation; tub or shower unit, shower/tub strainers, pan or enclosure, toilet lids/seats, sinks, grouting/caulking, bidets, plumbing for solar systems, septic tanks and ejector pump, pressure regulators, high or low water pressure, water softener equipment, water filters or conditioning equipment, storage or holding tanks, steam rooms or saunas, sounds caused by heating or flowing water, inadequate plumbing capacity, flow restrictions in water supply lines, icemaker water lines, fire suppression systems, sprinkler systems, stoppages that cannot be cleared with cable, access to sewer or drain lines from vent (rooftop line clearing), costs to locate, access, or install a ground-level clean out, hydrojetting, hose bibs.
 
OneGuard Home Warranties respectfully requests for Better Business Bureau to close this complaint ‘****** *******’.  The basis of this complaint is purely contractual.  We have responded to the complaint, addressed the customer’s issues, and have acted in good faith.  Additionally, we have acted within the parameters and fulfilled the terms of the service agreement, and have always provided the homeowner with a high-level of service.  The contract language is clear and there has been absolutely no misrepresentation or exclusion of information on behalf of OneGuard or its employees.  Thank you for your time and consideration and please know your questions are welcomed.
 
Sincerely,
 
******** *******
Customer Relations Communications Specialist
************ **** ***
**************************
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/13/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Dissatisfaction with the use of poor quality contracted labor, including a clear dis-regard of poor customer service reviews of these contracted companies. The inability to provide immediate service for emergency situations. The mis-representatation, exclusion, and guarantee of contracted labor services provided. Not being accountable for the use of inadequate contracted help. Charging for a repeat service call when the contracted help has initially failed to provide quality labor and service repair of a product No guarantee of service, labor, or products after a 30 day period and should be guaranteed for at least a minimum of 90 days as many other companies offer.

Desired Settlement: Non payment for a repeat service call due to a failed performance of selected contracted labor and their products. Being accountable for any failed contracted labor or products for a minimum of 90 days.

Business Response: June 28, 2013
 
Policy # ******
 
Re:  BBB Complaint #******* – OneGuard Home Warranties Business Response
 
Dear Better Business Bureau,
 
Please accept this letter in response to BBB Complaint Case #*******.  We sincerely regret Ms. ******* is unsatisfied with the terms of her service agreement.  We have conducted a thorough review of all of the details in relation to this complaint and believe OneGuard Home Warranties has always acted in good faith, fulfilling the terms of the agreement.
 
OneGuard would like to address each of Ms. *******’s issues in hopes this complaint will be closed ‘Beyond Purview’.  The terms of our service agreement are clear and we always encourage our homeowners to review their contracts.  Our staff is also very knowledgeable and dedicated to thoroughly answering any questions regarding the contract.
 
In this complaint, Ms. ******* expresses “dissatisfaction with the use of poor quality contracted labor, including a clear disregard of poor customer service reviews of these contracted companies.”  On June 25, 2013, Ms. ******* initiated a service call into our Customer Care division.  Our representative created a new service claim for plumbing on her behalf and sent it to ******’s ********, LLC.  However, moments later Ms. ******* requested that we cancel the work order because ******’s had a bad review.  Please note, ******’s ******** is a highly rated A+ BBB accredited business, since 2010.  In addition, OneGuard Home Warranties heavily screens all our contractors and always uses licensed, bonded, and insured companies.  We have a very strong, long-term working relationship with ******’s ********, and have the utmost confidence in the service and workmanship they consistently provide to our homeowners.  We cancelled the work order per Ms. *******’s request and sent it to **** **** HVAC & ********, another highly rated A+ BBB accredited business in the industry, with whom we have also contracted with for many years.
 
Ms. *******’s next point of the complaint is “the inability to provide immediate service for emergency situations.”  If this is with respect to the claim Ms. ******* created on June 25, 2013, it was not called in as an emergency.  There was no mention of an emergency by Ms. *******.  The claim was created for the spout on the kitchen faucet which was wobbly and would not turn, and the tenant was not able to do the dishes.  The new work order was sent to **** **** at 3:28pm.  We ask that our contractors contact homeowners for scheduling within 4 business hours.  Therefore, we called **** **** on the morning of June 26, 2013, to assure contact was made within the allotted timeframe, and they confirmed that a voice message was left that morning at 8:37am.  We called **** **** later in the day to follow up and were advised the appointment was scheduled for the morning of June 27, 2013.  Please see the excerpt taken from Ms. *******’s service agreement with respect to normal service and emergency service timeframes:
 
E. CUSTOMER SERVICE (CALL ************)
You, your agent or tenant must call the above number upon discovery of (covered) problems.  Only work authorized and arranged by OneGuard is covered by this warranty.  OneGuard must receive notice of covered problem prior to warranty contract expiration. We will not reimburse you for service performed by your own contractor without prior authorization. Normal Service:  a Service Professional will contact you within 4 business hours (48 hours on weekends/holidays)to schedule a mutually convenient appointment during normal business hours.
 
Emergency Service:  An emergency is defined as a plumbing failure that causes interior flooding, a complete loss of heating or cooling in extreme temperature conditions, a substantial loss of electrical service, or any other condition that renders the interior of the home uninhabitable.  OneGuard will make all reasonable efforts to expedite emergency service.  24-hour emergency service is only available for interior flooding.  If you should request OneGuard to perform non-emergency service outside of normal business hours, you will be responsible for additional fees, including overtime pay.
 
Ms. *******’s next point of the complaint is “the misrepresentation, exclusion, and guarantee of contracted labor services provided.  Not being accountable for the use of inadequate contracted help.”  The first time Ms. ******* called to initiate a plumbing claim was on February 8, 2013.  A new service claim was created for a leaking kitchen faucet.  *** ***** ******** & Rooter was dispatched to the home and completed the following repairs:  Replaced kitchen sink faucet and angle stop supply lines, due to leaking.  Installed and tested.  Please note *** ***** ******** is another contractor OneGuard has used for a long period of time, and a highly rated A+ BBB accredited business as well.
 
To further demonstrate this complaint is purely contractual, the original service call for the plumbing repair was initiated back on February 8, 2013.  OneGuard did not receive any additional information regarding this claim from Ms. ******* for nearly 5 months, not until June 25, 2013.  We had no indication there were any problems with the faucet.  Please see the below excerpt taken from Ms. *******’s service agreement which explicitly outlines the 30 day window for guarantees.  It was also during this phone call that Ms. ******* expressed that she felt the replacement products the service technician used were cheap and faulty to begin with.  According to our records, the old faucet which was corroded and leaking was replaced with a new style faucet of the same version.  
 
Ms. *******’s next point of the complaint is “charging for a repeat service call when the contracted help has initially failed to provide quality labor and service repair of a product.  No guarantee of service, labor, or products after a 30 day period and should be guaranteed for at least a minimum of 90 days as many other companies offer.”  During this phone call, our customer care representative explained that a new work order would be created and another service fee would be due.  He explained the 30 day timeframe for guarantees.  Ms. ******* asked if that information is included in the service contract, to which he answered yes.  A service claim was created on behalf of Ms. *******’s request before the call was ended.  
 
Please let it go on record that Ms. *******’s service agreement for this property has been in effect for 2 years.  She has used OneGuard on 7 other occasions under this service agreement, and has filed several different claims.  She also has other service agreements with OneGuard for other properties she owns.  In fact, ******’s ******** has been to this property before to address other plumbing issues.  Please let it also go on record that our guarantee on repairs has always been 30 days and has not changed during this time.  
 
Please find additional excerpts from Ms. *******’s service agreement which specifically outlines our 30 day guarantee of repairs, and our responsibility regarding replacements.  (A full copy of the service contract has also been attached for your review):
 
COVERAGE TERMS AND LIMITATIONS
C. WARRANTY COVERAGE 1. In accordance with the terms and conditions of this residential service contract, ServiceOne Home Warranties will repair or replace systems and appliances described as Covered in section A and B 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; b. Become inoperative from normal wear-and-tear and proper usage after the effective date of this warranty contract; c. Are classified by the manufacturer as residential (we do not cover systems classified as commercial); d. Are located within the perimeter of the main house foundation or garage (with the exception of items marked with an “*”); e. Are not covered by a manufacturer, distributor, builder, extended warranty, or homeowner’s insurance policy; f. Are reported during the terms of this warranty contract.  2. Determination of whether to repair or replace will be at the sole option of OneGuard.  When replacement is required, we are responsible for installing equipment comparable in features, capacity, and efficiency (except as noted under “Limits”).  We are not responsible for matching identical colors, brands, and dimensions, or any features that do not contribute to the primary function of the covered system or appliance. OneGuard reserves the right to offer cash back in lieu of repair or replacement in the amount of OneGuard’s actual cost to repair or replace any covered item.
 
F. CONTRACT HOLDER’S OBLIGATIONS 1. You are responsible for normal maintenance of covered equipment according to the manufacturer required maintenance guidelines located in the Owner’s Manual. 2. When a failure occurs, protect item from further damage and immediately call ServiceOne at ************ or **************. For each separate trade item, you are responsible to pay a $55.00 service fee to the contractor upon arrival (Service fees for A/C & Heating System Tune-ups must be paid at time of service request). Repairs are guaranteed for 30 days.  Should failure of that item occur within 30 days, another fee will not be charged. Failure to pay service fees could result in suspension or cancellation of this residential service contract. 4. You are obligated to provide information relating to the cause, nature, and timing of any breakdown. This information may include inspection reports, real estate contracts, and repair invoices.
 
In summary, OneGuard has acted within the parameters and fulfilled the terms of the service agreement.  We have responded to the complaint, addressed the customer’s issues, and have acted in good faith.  OneGuard has always provided professional service in a timely manner to Ms. *******.  Additionally, the service agreement explicitly outlines emergencies, service fees, repair guarantees, and replacements.  Ms. ******* is a valued customer of One Guard and it is unfortunate she did not discuss this with us further before submitting a formal complaint to Better Business Bureau.  
 
OneGuard Home Warranties respectfully requests for Better Business Bureau to close this complaint ‘Beyond Purview’.  This complaint is purely contractual and Ms. ******* did not review her service agreement.  The contract language is clear and there has been absolutely no misrepresentation or exclusion of information on behalf of OneGuard or its employees.  Thank you for your time and consideration and please know your questions are welcomed.
 
Sincerely,

******** *******
Customer Relations Communications Specialist
************ **** ***


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/11/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Below is another follow-up discussion (April 24, 2013 )with OneGuard about not accepting any responsibility for a water system service call in February that triggered a $400 water bill for the home occupants (my son and fiancé). A City of Mesa meter reader alerted the occupants that their water usage had skyrocketed since the last reading likely indicating a water leak. My son called ********* ******'s (contractor to OneGuard) to come back and fix the problem. After a delay, ********* ******'s returned, fixed something and water usage returned to normal limits. Neither OneGuard or ********* ******s would take any ownership of the problem and said it was the homeowner's fault for not recognizing the problem. There was NO evidence of a major water leark. Simply the contractor came in February looked at and serviced the watering system. The water bill blew up and was noticed by a City of Mesa meter reader to alert occupants. The contractor came back and serviced system and water usage returned to normal. I have been back and forth with OneGuard to reimburse for the damage done by the contractor for exponential water usage. The email below was the last attempt. This is work order ******. "I am writing once more for further consideration of this case by your management team. OneGuard states the company is “dedicated to service.” This is not what happened with this repair call. All involved need to take some ownership for a repair “gone wild” with a MAJOR water leak costing over $400 in water usage. This includes OneGuard as the coordinating / contracting agent, ********* ******s as the contractor, and my son and fiancé as home occupants. I have attached a graph of the change in water usage from the time ********* ******s “fixed” the water system in February until their return in March to fix again. This visual image says it all. The contractor was called to repair the water system again when the City of Mesa alerted the home occupants that their water usage had skyrocketed. There was no pool of water anywhere giving evidence of this problem. We need a reasonable resolution for all concerned about this $400+ water bill in one month. We have probably spent this amount of time and $$ discussing who is at “fault.” When I spoke to *****, he was going to propose a split of the water bill with OneGuard as well as the home occupants. ****, I understand from you that the warranty company policy is to not reimburse for contractor damages. I suggest this resolution. Credit back to my credit card $200 for the renewal of our OneGuard warranty in February 2013 on the ****** house. This does not go against your policy and is a reasonable solution. I will work out the balance of the water bill with my son and fiancé. This is fair to split the impact of the water bill and assures that OneGuard is a company that is “dedicated to service,” stands behind its service and contractors, and cares about its clients and reputation. " OneGuard yesterday said they would provide two service coupon vouchers to be used in the future. However, I still believe a offer of splitting the water bill was generous on our part. The company should have taken ownership for damage caused by their contractors. Not so they say. Jeez...

Desired Settlement: Credit for $200 to renew warranty for 2013. I understand OneGuard's policy does not permit reimbursement for contractor damages, but this would be a good will gesture to help pay for the continued warranty without setting a precedent. Regardless, I want to go on record indicating a lack of response by the contractor to settle this matter in a fair way. Only by my persistence on the issue was any consideration given. The early brush-off by the company was truly disheartening. I would not recommend them.

Business Response: May 9, 2013 
 
This letter is in response to case #******* for ***** *********. We sincerely regret that Ms. ********* is unsatisfied with our warranty and service. It is our desire to always provide a service that exceeds the customers’ expectations. Ms. ********* satisfaction with OneGuard is very important to us.
 
As the Support Services Manager, I have conducted a thorough review of all of the details in relation to this complaint. Ms. *********’s OneGuard Home Warranty began on February 24, 2012.
 
On February 18, 2013, a OneGuard customer care representative received a phone call from Ms. *********’s son, ****, requesting service on the sprinkler system. **** informed OneGuard that some areas of the sprinkler system were not watering or working at all.  OneGuard immediately sent a work order over to our contractor, ********* *******.
 
On February 19, 2013, the technician from ********* ******* went out to Ms. *********’s home and made a few repairs to the sprinkler system. The technician repaired the timer and replaced the diaphragm at the valve. In addition, the technician repaired multiple leaks in the PVC piping in both the front and back yard. While at the home, the technician showed the tenant **** (Ms. *********’s son) how to work the sprinkler system, just in case he ever needed to reprogram the timer or shut the system off. 
 
On March 29, 2013, Ms. ********* called into OneGuard informing our Customer Relations Specialist that since the last repair made under the warranty back in February the City of Mesa came out on March 22, 2013 and checked the water meter. The city left a note stating that there could be a water leak, due to the increased water usage during the past month. OneGuard was also informed that the tenant, ****, Ms. *********’s son, called the ********* ******* technician directly on March 26, 2013, informing them of the possible leak. The ********* ******* technician spoke with **** and walked him through how to manually turn off the timer to the sprinkler system until he is able to go out to the home again. [The technician from ********* ******* did go out to the customer’s home and found nothing that needed repair. There is a possibility that a valve could have been stuck on for a month causing the water to run the entire month.] The home owner, Ms. *********, informed OneGuard that she would be sending in receipts from the water company for our review, showing the increase in the water usage from the time our technician went out to her home to make repairs to the sprinkler system, to the time her son shut the system completely off. As of April 8, 2013 we were in receipt of the specifics as it related to the increase in water usage.
 
On April 12, 2013, OneGuard completed a thorough review of this situation to determine if there was any negligence on behalf of our contractor. We found no negligence on the part of the contractor as it relates to this situation therefore we are unable to reimburse the customer for the one month her water bill was out of the normal range of water usage.
 
Per the terms of Ms. *********’s residential service agreement it states as follows:
 
H. Limitations of Liability
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.
General Exclusions. This contract does not cover:
f. Secondary, consequential, or  incidental damages resulting from the malfunction of any covered item such as but not limited to food spoilage, loss of income, utility bills, additional living expenses, or the restoration or repair of walls, ceiling, flooring, cabinets, countertops, or painting.
 
We are very sorry about the financial impact this has caused Ms. ********* and can understand how frustrating this situation would be.
 
In conclusion, we are sorry that Ms. ********* is unsatisfied with this situation.  OneGuard will not be reimbursing Ms. ********* for the cost of her water bill. As a good will gesture, OneGuard did send Ms. ********* two free service fee coupons valued at $110, as well as a $25 coupon.  We feel that we have acted in good faith and according to our contractual obligations.
 
Sincerely,
 
******** *****
Support Services Manager
Office (888) ******** *** ***
****************************

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The response does not indicate that the water bill spiked to $400 in one month.  There was no pooling of water to indicate that the repair was either not done correctly OR triggered the massive water bill.  I asked OneGuard and ********* ******* as participants in this fiasco to reimburse for the collateral damage caused by the repair.  When they said their policy would not cover collateral damage, I asked to split the bill among stakeholders.  This was refused.  I then asked if OneGuard really wanted to meet and exceed customer expectations  they come reimburse me for $200 towards the warranty I had just renewed for continuing coverage in February 2013.  This I  thought was a good resolution for all involved, did not go against their policies, and could put the issue to rest.  This resolution was also turned down but two free service calls and $25 towards the next renewal was mailed to me.   A good gesture but did not resolve my original complaint or requests for resolution.

See attached account of the incidents and exponential water usage and expense charts in one month to the home occupant.  There was no visable evidence that water was leaking.  The City of Mesa alerted the home occupants of the problem.

I wanted to go on record with BBB that One Guard is a company that does not stand by its claims on meeting customer expectations or satisfaction AND does not stand behind the work of their contractors when damages are caused.

Regards, 

***** *********


 

 

Business Response: May 30, 2013
 
Re:  Complaint #******* – ***** ********* / OneGuard Home Warranties Second Response
 
Dear Better Business Bureau,
 
We have taken the time to further review all of the information and complete timeline of events with respect to this complaint.  The repairs that took place on February 19, 2013, included replacement of the diaphragm at the valve, repair of the sprinkler timer, and repairs of multiple leaks in the front and backyard.  The ********* ****** technician also showed the tenant how to work the sprinkler system, including shutting the system off.  Please note, repairs are guaranteed for 30 days.
 
On March 29, 2013, ***** ********* contacted OneGuard regarding the $400 water bill.  This is the first notification we received, and our Customer Relations team began to look into this matter immediately on behalf of Ms. *********.
 
On April 10, 2013, Ms. ********* also provided e-mails to OneGuard to show documentation of what happened.  There are two points OneGuard would like to address.  First, in the original complaint to BBB, Ms. ********* says there was no pool of water anywhere giving evidence of this problem.  Then in her rebuttal she reiterates - There was no pooling of water to indicate the repair was either not done correctly or triggered the massive water bill.  However, in the e-mail correspondence she provided to OneGuard, her son documented he did notice a non-stop flow about a week later (please see bolded e-mail below).  He could hear it and he could see it.  He says he contacted ********* ******s, tinkered with the system, and considered this to no longer be an urgent issue.  ********* ******s went to the home within two days of hearing about this.  They also talked to the son on the phone and told him how to manually turn off the system in the interim.  When the technician went to the home, there was nothing in need of repair.  
 
The second important point to consider is the date when the son noticed the leak.  There is no documentation provided in the e-mails regarding dates.  The son says he noticed the leak about a week later, but OneGuard was not made aware of this until 3/29, right around the time the water bill was received.  

This is one of the e-mails from ***** ********* provided to OneGuard on March 29, 2013, written by her son.  This information was not divulged to BBB:  
 
About a week after the first repair job I noticed a particular drip in the backyard was running every time I happened to look at it... then I started to notice I could constantly hear it running also (we had our windows open a lot at that time). I went and looked at the drop and saw that it was missing a nozzle on the end and so it was flowing non-stop... I tried turning off the sprinklers at the sprinkler timer and this did not resolve the problem, the flow continued. At that point I notified ********* ******s that there was a problem and that they needed to come fix something. They called me back a day or two later, by then I had tinkered with the drip in the backyard and gotten it to stop gushing, so in my own mind, the issue was unresolved but no longer critically urgent. Then a day or two later I got the note from the water company and I immediately crapped my pants and called sprinkler doctors... then I changed pants.
 
In summary, we will not be issuing a $200 credit towards the renewal of Ms. *********’s policy.  OneGuard Home Warranties has acted within the parameters and fulfilled the terms of the service agreement.  We have responded to the complaint, addressed the customer’s issues, and have acted in good faith.  OneGuard has always provided professional service in a timely manner to Ms. *********.  Additionally, the service agreement explicitly states the contract does not cover utility bills.  We have also provided Ms. ********* with 2 service fee coupons, which she accepted, valued at $110 and another $25 dollar coupon.  She has already redeemed one of the coupons for an Air Conditioning Pre-Season Tune-Up.  

OneGuard Home Warranties respectfully requests for Better Business Bureau to close this complaint Administratively Judged Resolved or Beyond Purview.  Thank you for your time and consideration and please know your questions are welcomed.
 
Sincerely,
 
******** *******
Customer Relations
P:  ************ * ***

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

5/6/2013 Problems with Product/Service
4/29/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I had established a time between 3 and 5 for repair with AA Plus Appliance who contracts with OneGuard.I got home at 3:01 from across town and they were already there and gone! They didn't return my message or anything. I called OneGuard and they apologized and wasn't able to get ahold of the company either. For the second appointment, I called them 42 minutes prior to the appointment to cancel. She said ok. OneGuard told me the next day I called only 10 minutes before the appointment and they are going to charge me anyway. I have no patients for liars. I have proof on my phone of when I called them and how long I talked to them. If they were going to charge me, they should have told me that.

Desired Settlement: I want a written apology for not being truthful over the facts, immediate cancelation of our contract, and a service fee refund.

Business Response: April 12, 2013

This letter is in response to case #******* for ****** *******. We sincerely regret that Mr. ******* is unsatisfied with our warranty and service. It is our desire to always provide a service that exceeds the customers’ expectations. Mr. *******’s satisfaction with OneGuard is very important to us. 

As the Support Services Manager, I have conducted a thorough review of all of the details in relation to this complaint. Mr. *******’s OneGuard Home Warranty began on August 8, 2012. 

On April 1, 2013, an online claim was processed and a work order was sent to AA Plus Appliance, Inc. informing them of service needed for Mr. *******’s kitchen refrigerator/freezer. 

On April 2, 2013, Mr. ******* contacted OneGuard at 3:50pm informing us that the contractor was scheduled to be at his home between 3:00pm and 5:00pm that day. Mr. ******* claimed he got home at 3:01pm and he saw they (our contractor) were already at his home. A OneGuard representative contacted the contractor to find out what time they had arrived at the customers’ home and ended up leaving a message for a callback, as they were unavailable. At 4:44pm, OneGuard received a callback from AA Plus Appliance, Inc. regarding this appointment. They arrived at the home at 3:00pm, waited 8 minutes for the homeowner to arrive at home. Mr. ******* never arrived at the home during the time the contractor was waiting for him. The contractor then left a tag on the door at 3:08pm asking the customer to call their office to reschedule since he wasn’t home at the appointment time. It has also been noted, that a contractor from ADT was also waiting for the customer to arrive home during the same time our contractor was waiting.

On April 3, 2013, Mr. ******* contacted OneGuard at 3:43pm regarding the appointment. We contacted the contractor and asked them to call the homeowner directly to reschedule the missed appointment. 

On April 10, 2013, AA Plus Appliance, Inc. contacted OneGuard’s Authorizations department regarding this work order and the second appointment scheduled with Mr. *******.  We were informed that the rescheduled appointment time with Mr. ******* was set between 3:10pm and 5:00pm.  The technician was in route to the customer’s home at 2:55pm and Mr. ******* called and cancelled. OneGuard contacted Mr. ******* and let him know that the $55 service fee would still be due per the terms of his Service Agreement and Mr. ******* disagrees. We tried to explain to Mr. ******* that he is responsible to pay the $55 service fee to the contractor upon arrival to his home [which the contractor did arrive to his home on April 2, 2013] however he feels since service wasn’t rendered, [due to Mr. *******’s unavailability at the set appointment times],  he shouldn’t have to pay.  OneGuard is responsible to pay the contractor AA Plus Appliance, Inc. for the two service calls that were made to Mr. *******’s home therefore Mr. ******* is responsible for the $55 service fee per the terms of his service agreement. [See below cited directly from Mr. *******’s contract.]

F. CONTRACT HOLDER’S OBLIGATIONS
3. For each separate trade item, you are responsible to pay a $55.00 service fee to the contractor upon arrival.

In conclusion, per Mr. *******’s request, we have immediately cancelled his service contract.  In doing so, we deducted the unpaid service fee of $55 from the pro-rata refund that would have been sent to Mr. ******* per the terms of the service contract cancellation verbiage below.  [See below cited directly from Mr. *******’s contract.] 

I. CANCELLATION. In the event of cancellation of this warranty, the homeowner shall be entitled to a pro-rata refund of the paid plan fee for the unexpired term less (a) any unpaid service fees, (b) any service costs incurred, and (c) a $50.00 administration fee. Cancellation of this warranty must be in writing.


Sincerely,

******** *****
Support Services Manager
Office ***** ******** ext ***
****************************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They sent a contractor that ruined my oven and caused significant damage that didn't need to happen. The contractor insisted that the oven needed to be removed from the wall. They made me remove trim at my own cost and then the contractor removed other trim and gouged the sheet rock. Additionally, when they tried to remove the oven, they rocked it so hard that now it is loose and the hinges don't close the door properly and the lit stays on. They did send a contractor for a second opinion who said that they oven didn't need to be removed. He fixed the original issue. I've been so patient and allowed them to do the right thing and send a contractor to do the right thing and at least fix the hinges. I haven't even asked them to fix the trim even though they should.

Desired Settlement: Pease fix this issue and/or pay me the cost to fix the hinges and the wood work and the sheet rock damage.

Business Response: March 29, 2013

This letter is in response to complaint #******* for *****
****. We sincerely regret that Ms. **** is unsatisfied with our warranty and
service. It is our desire to provide a service that exceeds the customers’
expectations. Ms. ****’s satisfaction with OneGuard is very important to us.

Ms. **** resides in the state of Texas. OneGuard Texas
and OneGuard Arizona are two different legal entities. We would ask that Ms.
**** direct her concerns in relation to this matter through the property agency
in Texas. 

Please feel free to contact me if you should have any
additional questions.

Sincerely,

******** ***** ******* ******** ******* ****** ***** ******** *** *** ****************************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/5/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: One Guard promised me a credit for a bad job done at our house by ********* ******. When we tried to use our credit they invented a matching charge and then sent us a bill for it! They have recordings of their employee telling me we would be given a credit but now they are denying everything! This is a BAD company please warn others!

Desired Settlement: I demand a full credit for the balance on my account plus an additional payment of $55 for the credit we never received. As of today we have discontinued our service with One Guard.

Business Response:

July 24, 2012
 

This is in response to case #******* for Mr. and Mrs. **********. We sincerely regret that Mr. and Mrs. ********** are unsatisfied with our warranty service. It is our desire to provide a service that exceeds the expectations of the majority of the marketplace and we believe that we are accomplishing that. OneGuard maintains the highest renewal rate of any home warranty company in America and could not maintain that distinction if we weren’t exceeding customers’ expectations. Sometimes we make mistakesand when recognized we act quickly to rectify the problem to restore the confidence of our customers. 

 

The following are the detailed list of events that occurred in relation to this complaint. Mr. and Mrs. **********’s OneGuard Home Warranty at **** ** ******** *** began on September 23, 2005. They did choose to cancel the policy as of July 16, 2012.

 

On May 22, 2012 Mr. ********** called in regarding a leak that was ‘shooting water straight out of the ground.’  Our contractor,********* ******* called the customer and scheduled a service call. The technician found a leak in zone 1 in the backyard.  ********* ******* repaired a long section of pipe in zone 1. While at the home, the contractor tested valves, tested the timer, and did check for additional leaks. Everything checked out fine and no additional leaks were found.

 

On May 30, 2012 Mr. ********** called back in and stated he now has a leak in the front yard and he thinks it is the same leak or related to the prior repair that was made. The technician went out to the home on May 31, 2012. The technician found several more leaks had occurred in a different portion of the yard - the front yard. The technician replaced an additional 15 ft. of pipe, unrelated to the repairs made in the backyard. It is common for this type of pipe to wear out over time due to the age of the pipe.

 

On June 14, 2012 Mr. ********** spoke to the Customer Service Manager. It was explained to the customer that 2 service fees were due as the leaks were in two completely separate parts of the yard, which were unrelated. It was decided as a one-time courtesy OneGuard would go ahead and waive the 2nd service fee. Mr. ********** also emailed a letter into our VP of Care Center Operations this same day.

 

On July 16, 2012 Mr. ********** was emailed a letter in response to his concerns. Following a thorough review, there is no basis upon which to waive an additional service fee.


It is OneGuard’s policy for every new service call that is sent out, there is a service fee due for the cost of the trip charge and the diagnostic fee. As a courtesy, Mr. ********** did get one service fee waived and understood he would be responsible for one service fee.

 

 F. CONTRACT HOLDER’S OBLIGATIONS 1. You are responsible for normal maintenance of covered equipment according to the manufacturer required maintenance guidelines located in the Owner’s Manual. 2. When a failure occurs, protect item from further damage and immediately call OneGuard at ************ or 888-758-9729. 3. For each separate trade item, you are responsible to pay a $55.00 service fee to the contractor upon arrival (Service fees for A/C & Heating System Tune-ups must be paid at time of service request). Repairs are guaranteed for 30 days. Should failure of that item occur within 30 days, another fee will not be charged. Failure to pay service fees could result in suspension or cancellation of this residential service contract. 4. You are obligated to provide information relating to the cause, nature, and timing of any breakdown. This information may include inspection reports, repair invoices, and estimates.

 

In conclusion, we are very sorry that we have not met Mr. and Mrs. **********’s expectations. It is our desire that we exceed all of our customers’ expectations. Is some cases we do make a mistake and in some cases the customers’ expectations are higher than the norm. After reviewing the facts and circumstances in connection with Mr. and Mrs. **********’s complaint, we believe we acted with prudence and according to our contractual obligations. OneGuard Home Warranties does understand Mr. **********'s frustration regarding the service fee. However, in the information provided above, OneGuard has made every effort to explain the coverage in the policy to Mr. **********. In Mr. **********’s settlement he mentions a refund of the service fee. OneGuard haswaived one service fee. If there are any suggestions, recommendations, or additional questions regarding this matter, please feel free to contact me at (602) ******** extension ***.

 

Sincerely,

 

********* ********

Customer Relations Specialist
************ ext ***

************

*************************

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The business has NOT proposed to settle this complaint. Their statement "Moreover, we provided Mr. and Mrs. ********** with
proper, appropriate and timely repairs, and even waived a service fee as a token of goodwill. " is not factual. They still have not acknowledged that their phone center told me I would be given a credit that I never recieved. Furnther they did NOT provide timely repairs I had to hire another firm to repair the damage that they caused. PLEASE put this business on your bad list as we do not wish anyone else to be treated the way they have treated us.

**********


 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

2/20/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am filing a complaint about my recent, yet continued, dissatisfaction with the low quality of service provided by OneGuard Home Warranties. I have been without a working washer and dryer for 44 days and counting. During this time I was also without hot water for a week. The contracted repair company, ******* *********, still has possession of the old and new appliances. The inconvenience of this has put me out approximately $168 in laundry services, not counting the personal frustration and time I and members in my household have taken off work to deal with the ongoing situation. I have been offered $552 for reimbursement of my claim. It will cost me approximately $1,356.10 to purchase a new stacking washer and dryer system.

Desired Settlement: I am asking for a complete replacement, delivery, and installation of a stacking washer and dryer system with features comparable to my old system. I also want OneGuard to cover the $55 invoice (#*******) for ******* ********, who restored my hot water. ********* ******** at OneGuard scheduled this service as OneGuard's responsibility to me to for having turned off my gas line in the attempted repair of my washer/dryer system.

Business Response:

October 11, 2012

 

This letter is in response to case #******* for ******* **********.  We sincerely regret that Ms. **********  is  unsatisfied with our warranty and service.  It is our desire to provide a service that exceeds the customers’ expectations. Ms. **********’s satisfaction with OneGuard is very important to us.

We have conducted a thorough review of the events that occurred, in an effort to resolve Ms. **********’s concern. The following are the details in relation to Ms. **********’s service request.  Ms. **********’s OneGuard Home Warranty at **** ** ******* **** began on June 25, 2007.

On August 1, 2012, Ms. ********** submitted an online service request stating ‘the washing machine drum is not spinning.’ OneGuard’s Customer Care department immediately sent out a work order to our appliance contractor.

On August 2, 2012, our contractor went out to Ms. **********’s home to diagnosis the problem she was experiencing with her washing machine. The technician diagnosed that the spinner on the back of the drum was broken and the spin drum assembly needed to be replaced.  In addition, other components were failing and needing replacement as well - the basket, the outer tub belt, and the timer. OneGuard was informed per the technician, that the unit was a stackable washing machine and dryer, however they were separate individual units stacked on top of one another. OneGuard determined that the mechanical breakdown occurring was only affecting the washing machine, not the dryer. OneGuard decided instead of repairing the items in question on the unit, replacing the washing machine would be a better solution.  

On August 10, 2012, OneGuard reached out to Ms. ********** and offered the replacement options for  the washing machine. .This was the only piece of the laundry set experiencing a mechanical failure. , Ms. ********** informed OneGuard that she would review the options and contact us back with her decision.

On August 11, 2012, Ms. ********** contacted OneGuard back informing us she would like to go with the replacement option for her washing machine.  Our Authorizations department verified that the washing machine  was in stock and then proceeded to place the order

On August 16, 2012, Ms. ********** called in to OneGuard to check the status of the new washing machine and when she should expect deliver of the unit. Upon further investigation in to the delay of the install at Ms. **********’s home,  the install was prolonged by a couple of days due to the delivery truck having transmission problems.  Our apologies that this happened. We did everything we could to expedite the work order to get the washing machine installed as soon as we could. 

After reviewing all of the notes in the system in relation to this situation, we do see that there were a few other issues related to the install of the washer - the technician was unaware that Ms. **********’s existing dryer needed to be stacked above the new washer we were providing.  Once the technician arrived at Ms. **********’shome, he noticed that this was going to be a two man install and rescheduled the appointment. 

OneGuard tried to find a compatible washing machine that would stack correctly with the existing functioning dryer, but there is no washer on the market that will allow the units to stach correctly even in the same brand.  .  According to section G.11 and G.12 of the warranty contract, OneGuard is not responsible for upgrades, components, or parts due to the incompatibility of the existing equipment. In addition, OneGuard is not responsible for costs of construction, carpentry, or modifications necessary to effect repair or replacement of covered items. Please refer to the below paragraphs from the contract

Furthermore, section C.2 of the warranty contract states:

C. WARRANTY COVERAGE2. Determination of whether to repair or replace will be at the sole option of OneGuard. When replacement is required, we are responsible for installing equipment comparable in features, capacity, and efficiency (except as noted under “Limits”). We are not responsible for matching identical colors, brands, and dimensions, or any features that do not contribute to the primary function of the covered system or appliance. OneGuard reserves the right to offer cash back in lieu of repair or replacement in the amount of OneGuard’s actual cost to repair or replace any covered item.

We are very sorry that her existing functioning dryer isn’t compatible with the new washing machine that we attempted to install in her home.  However, OneGuard has fulfilled its obligation to try to replace Ms. **********’s washing machine.

As a result, OneGuard has decided that per the warranty coverage terms and limitations, that the best solution to this situation is to go ahead and offer a cash out in lieu of replacing the washing machine due to the above challenges in relation to space and dimensions.

On October 2, 2012, OneGuard mailed Ms. ********** a check in the amount of $552 to cover the cost of replacing her washing machine.

In conclusion, we are very sorry that Ms. ********** is dissatisfied with the outcome of this situation. It is our desire to exceed our customers’ expectations. .  OneGuard has waived the service fee for the service call  due to the time it has taken to come to a resolution.   In addition, the $55 service fee for the plumbing call has been waived, as well.  After reviewing all of the circumstances in relation to this situation, we believe we acted in good faith and according to our contractual obligations.  That said, we do value Ms. ********** as a OneGuard customer.  Should you have any questions please do not hesitate to contact OneGuard.

Sincerely,  

********* ********

Customer Relations Specialist
************ *** ***

************

*************************

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I appreciate OneGuard pointing out sections C.2, G.11, and G.12 of the warranty contract, but I find their interpretation of these sections both incorrect and irrelevant to my complaint. 

As OneGuard states, they made the decision to replace instead of repair my washer.  According to section C.2, “When replacement is required, [OneGuard is] responsible for installing equipment comparable in features, capacity, and efficiency”.  This section makes an exclusion for “matching identical color, brands, and dimensions, or any features that do not contribute to the primary function of the covered system or appliance”, but my case does not fall into this category.  In this case, the dimensions DO contribute to the primary function of the covered system

The washer and dryer are together a system that I pay for as additional and optional coverage under the warranty contract, according to section B.1 “WASHER & DRYER COVERED: All mechanical parts and components that affect the operation of a Washer and Dryer” and “NOTE: 1) WARRANTY FEE IS FOR ONE UNIT.”

The washer and dryer are a stacking system that requires an exact match between the washer and dryer make, model, and dimensions in order to be mounted with the required stacking kit to function safely and properly.  I do not have the option of installing them side-by-side.  The washer and dryer hookups are in a washer and dryer closet that only allows for a stacking installation.  A new washer of comparable features in all ways but the same make, model, and dimensions cannot be safely mounted and installed with the existing dryer, resulting in a total washer and dryer system that is non-functional.  In my case, the make, model, and dimensions of both appliances wholly contribute to the primary function (washing and drying clothes) of the covered system.  If either the washer or dryer are replaced with a machine of the incorrect make, model, or size, I cannot safely install and use them together.

In fact, this was the case.  Upon the advisement and recommendation of **** ******, I was presented with a replacement washer chosen by **** and OneGuard.  This was done without any visual inspection of my washer and dryer system.  I questioned the compatibility of the washer with my dryer and the stacking kit, since the product specifications for both the old and new washers indicated they were of different sizes.  I was told that the stacking kit was an optional safety feature and that ******’s ********* would determine if it was necessary upon installation.  OneGuard proceeded with ordering the machine and scheduling the install, upon which the installation was unsuccessful.

To further illustrate my point, if I were to accept OneGuard’s cash offer (which I do not) for replacement of the washing machine, I will be forced to also buy a new dryer that is an exact match compatible with the washer.  As OneGuard acknowledges, there is no washer on the market that is compatible in size with the existing, functioning dryer.  I will not be able to use my existing dryer with any washer that is purchased, whether that purchase is made by myself or OneGuard.  I will have to purchase a brand new washer and dryer system myself for approximately $1,356.10.  The $552 cash offer is grossly inadequate to cover the replacement cost of the entire system, and does not even cover the cost of a washer alone.

OneGuard also references sections G.11 and G.12 of the warranty contract as a defense against responsibility for upgrades, components, or parts due to incompatibility of existing equipment.   This case is not an issue of upgrading or supplying components or parts.  This is a case of loss of primary function of my washer and dryer system via incompatibility of a replacement machine.  Additionally, at this time I am not claiming any consequential, incidental, or secondary damages for my personal time and money lost, costs for laundry services, or any damage or repair to the physical structure of my home (for which there was none of the latter).

At this point I only see two possible solutions that OneGuard can take to honor the warranty contract and its coverage of the washer and dryer system in good faith:  1) We know that the original washer is compatible with the dryer.  OneGuard can repair the parts their contractor diagnosed as needing repair (spinner, spin drum assembly, basket, outer tub belt, and timer) to restore it to working function, or 2) Replace the washer and dryer with a set that matches and safely stacks for complete functioning of a washer and dryer system.

While OneGuard states that they have fulfilled their obligation, and they desire to exceed my expectations, they have fallen short on both accounts.  Three months later I am still left without a working washer and dryer system that I am still paying coverage for under the warranty contract.  Additionally, OneGuard and/or ****** ********* still have possession of all appliances related to this case—the original washer and dryer, and the incompatible replacement washer.

I appreciate OneGuard’s reconsideration of my complaint and the only two options I see available to them to honor their contractual obligation in good faith.  I look forward to an expedited resolution.

Regards,

******* **********

Attachment:  Warranty contract sections applicable to this complaint.

C. WARRANTY COVERAGE2. Determination of whether to repair or replace will be at the sole option of OneGuard. When replacement is required, we are responsible for installing equipment comparable in features, capacity, and efficiency (except as noted under “Limits”). We are not responsible for matching identical colors, brands, and dimensions, or any features that do not contribute to the primary function of the covered system or appliance. OneGuard reserves the right to offer cash back in lieu of repair or replacement in the amount of OneGuard’s actual cost to repair or replace any covered item.

G.11. OneGuard is not responsible for upgrades, components, or parts required due to the incompatibility of the existing equipment with the replacement system, appliance, component, or part thereof or new type of material or chemical utilized to run the replacement equipment including but not limited to difference in technology, refrigerant requirements, or efficiency as mandated by federal, state or local governments except as detailed in paragraph A.1 (Air Conditioning & Heating System) of this residential service contract.

G.12. OneGuard is not responsible for costs of construction, carpentry, or modifications necessary to effect repair or replacement of covered items.


 

 

Business Response:

November 21, 2012

 

This is our follow-up response to complaint #******* for ******* **********. As the Support Services Manager, I conducted a thorough review of all the events that occurred in relation to this complaint.

When it was determined that Ms. **********’s washing machine was beyond repair, we made every attempt to find a washing machine that would properly stack with her existing dryer.  While an exact match is no longer made, our appliance contractor, ****** *********, thought that a particular make might stack with her existing dryer.  After purchasing the washer and attempting the install, we realized that there is just no safe way to stack Ms. *********’s existing dryer with any comparable, stackable washer sold on the market today with the space limitations in her utility room.  Because Ms. *********’s home warranty contract is not responsible for the cost of modifications or upgrading existing covered equipment that is in good working order such as her dryer, we only have 2 options in fulfilling our warranty contract obligations; 1) provide Ms. ********** with a cash out for our cost in replacing the washer or 2) Ms. ********** can purchase a new dryer that will stack properly with the new washer we were providing (See C2, G11, and G12 of Ms. **********’s warranty contract).

After discussing the options with Ms. **********, she was not satisfied with either option.  As she explained in her response, she wants us to replace her dryer as well.  Her request is clearly outside the scope and contractual obligations of the home warranty contract.  We are very sorry that there is not a comparable washer made today that is compatible with her existing dryer, but the warranty contract is not responsible to replace a fully functioning dryer.  Therefore, we felt we had no other option but to provide Ms. ********** with a check in the amount of $552, which is our cost to replace her defective washing machine.   

Regarding our contractor ****** ********* still being in possession of all appliances, per our conversation with ******, they do currently still have her appliances in their possession. They have informed OneGuard they have made numerous attempts to reach out to Ms. ********** to make arrangements to deliver her original stackable washer and dryer unit. During ******’s last conversation with Ms. **********, they informed us that they tried to set up a time to deliver the appliances back to her; however she declined the offer to receive them back and told our contractor that she was taking the issue up with OneGuard.

OneGuard made the decision to send Ms. ********** a cash-out in the amount of $552 in lieu of repair or replacement in the amount of our actual cost to repair or replace the washer, per the terms of our contract as stated above.  On October 2, 2012, OneGuard mailed the check to Ms. **********’s home in fulfillment of our contractual obligations.  We understand Ms. **********’s frustration with our inability to purchase a washer with the same dimensions as her existing dryer.  We are very frustrated too and can’t understand why the appliance manufacture decided to stop making an a washer with compatible dimensions.  Nevertheless, the home warranty does have some limitations and this is clearly one of them.  We wish that we could figure out how to charge a premium for this type of risk, but it is nearly impossible.  Again, we are very sorry for Ms. ********** frustration, but we have completely fulfilled the obligations of the warranty contract.   

Sincerely,

******** *****
Support Services Manager
Office (888) ******** ext ***
****************************

v

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I maintain, as I stated in my last response making reference to the warranty contract, that OneGuard is responsible for coverage of the washer and dryer as a system. As OneGuard acknowledges, there is no washer on the market that is compatible in size with the existing dryer.  Thus replacing the washer renders my existing dryer useless.  Since my washer and dryer are covered as a system under my contract, OneGuard has a duty to replace both the washer and dryer.  In my case, the make, model, and dimensions of both appliances wholly contribute to the primary function (washing and drying clothes) of the covered system.  I do not accept OneGuard’s cash offer of $552 or the installation of a washer alone because neither options are adequate to cover the replacement cost of the entire system (approximately $1356.10) and restore it to its prior working function.

Regarding ****** ********* making contact with me, they did contact me once to deliver the new washer and existing dryer back to me.  I declined delivery at that time, stating that OneGuard and I were still in discussion regarding a resolution.  ****** only made this one attempt to reach me; there were not multiple attempts.

Regards,

******* **********


 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

2/11/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The oven in my GE range/oven stopped working over Thanksgiving weekend. We immediately notified One Guard, with whom we have a complete home warrenty coverage. After a number of days they sent a repairman from ****** **** ********* ****** to correct the problem. He stated he had found the problem and needed to order a part. A week and a half later he supposedly replaced the damaged part. Again, my oven failed to heat up to the correct temperatures and we again notified One Guard. They sent a different repairman who said and showed the part had never been replaced, and recommened to One Guard that we should be given a new oven. This meant through the entire Christmas holiday periiod I was without an oven. A week later, after waiting for a call back from One Guard I called them and was told they had ordered replacement parts which were due to arive on Jan 18th. On January 19th I called and again and was told they were still on back order and would be in on the 24th. It is now Feb. 4th, and I still do not have a working oven nor any positive response from One Guard. I would appreciate anything you can do to resolve thisd issue. thanks

Desired Settlement: Eitehr parts replaced or a new oven.

Business Response: This letter is in response to case #******* for ********* ** *********. We sincerely regret that Ms. ********* is unsatisfied with our warranty and service. It is our desire to provide a service that exceeds the customers’ expectations. Ms. *********’s satisfaction with OneGuard is very important to us.

As the Support Services Manager, I have conducted a thorough review of all of the details in relation to this complaint, including listening to recorded phone calls between Ms. ********* and OneGuard representatives. Ms. *********’s OneGuard *ome warranty began on May 17, 2004. 

On November 26, 2012, Ms. ********* submitted a claim regarding her oven. The details of the claim were the oven was not reaching the set temperature on the range.  A work order was immediately dispatched to our contractor ********** ********* Repair.  On November 29, 2012 the technician arrived at the customer’s home, and diagnosed a bad sensor on Ms. *********’s GE Oven.  The technician reported to OneGuard that he replaced the sensor and this corrected the problem. 

On December 31, 2012, Ms. ********* submitted another claim in relation to her oven. The details that were reported to OneGuard were that the oven was now taking excessive time to reach set temperatures. OneGuard went ahead and sent another work order to ********** *********, because they had just gone out to Ms. *********’s home a month prior to make a repair on her
unit. 

On January 4, 2013, the technician reported to OneGuard that the GE oven is extremely slow to pre-heat. This particular oven is a convection oven and therefore does not have a bake element. It has a convection element and a broil element. It can be used to bake, however it will just take a long time to heat up. Our technician referred to the manual for the oven and there were no tips for baking, just for convection use only. 

On January 9, 2013, OneGuard’s Authorizations Department decided to send out a second opinion to another contractor, *&* *********, just to verify the mechanical functionality of the customer’s oven and determine if any additional repairs would need to be made. OneGuard’s Authorization’s Specialist called and spoke with Ms. ********* advising her that we were going to send out another technician to her home. Ms. *********
expressed her appreciation of this gesture.  Based on the diagnosis of the technician, he recommended that the control board and element within the oven also be replaced. 

OneGuard reached back out to ********** ********* Repair, due to the fact that they made the original repair to the sensor and it was under a 90 day warranty. We asked ********** to order a new control board and element for the oven, based on the recommendation of the second opinion we sent out. ********** informed OneGuard that the control board and element are on a factory backorder with an ETA of January 24, 2013. We were informed that once the parts are received ********** will contact Ms. ********* to schedule an appointment. Also, OneGuard was informed that if there are any further delays in the delivery of the parts, ********** would notify the homeowner, Ms. ********* and OneGuard, both.  We then received notification of an extended parts delay with an ETA of January 30.

Due to the extended delay with the parts, we investigated into this situation a little deeper, to find out truly what the root cause of the delay in parts was. In the appliance industry, it’s sometimes difficult getting parts for appliances in a timely manner, due to the sheer number of different appliance makes and models that are available in the marketplace. If we must order parts directly from the manufacturer it can take anywhere between
7 to 15 business days to receive and sometimes longer.  It was discovered that our contractor ordered parts for another customer with a similar last name, and it wasn’t Ms. *********.  Therefore parts were not ordered for Ms. *********’s oven on January 15, 2013 as we were originally informed.  A mistake was made and for that we are very sorry. We sometimes make mistakes, but we will always do everything we can to make it right to restore Ms. *********’s confidence in OneGuard.

On February 7, 2013, I reached out to Ms. ********* to apologize for the service experience and let her know that a mistake was in fact made. I provided her the above details as to what transpired over the last month. I let Ms. ********* know that instead of repairing her oven we will be replacing her oven. Ms. ********* was very pleased with this resolution and she informed me she will continue to be a loyal OneGuard customer. 

In conclusion, while we were able to respond to Ms. *********’s home in a timely manner to diagnose the problem and we are very sorry for the mistake that was made in reference to the parts that needed to be ordered. We understand the inconvenience this has caused Ms. *********. It is our desire to continue to exceed her expectations, as we have over the past 9 years we have provided her with home warranty service. We truly value Ms. ********* as a OneGaurd customer. 

Sincerely,

******** *****
Support Services Manager
Office (888) ******** ext ***
****************************

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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,

********* *********


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/24/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Last Fall, I requested a checkup of my HVAC for the winter and paid for it. This Spring, I requested a checkup and when the contractor said he would be out in 1 week I called One Guard and told them I could not wait a week because the AC wasn't working well and I wanted another vendor to come sooner. *** ***** was sent out and told us that we needed a new compressor because it burned up as a result of the coil being clogged. I found this hard to believe since it was such a mild winter and that the Fall checkup should of included a basic cleaning of the coils, like is stated in their warranty. One Guard offered to send out another company for another opinion. When I walked up, the Master Tech technician was already working on the unit and told me "the coils ARE dirty but this unit is over 10 years old and I am going to report this as dead by natural causes". You can imagine my surprise when Customer Relations Specialist ********* ******** (************ ext ***) told me "yes, it is now confirmed by 2 companies that your unit burned up because it is 100% clogged".After telling ********* how I was not happy that the Master Tech technician told me one thing but One Guard is telling me another. She recommended that I get an opinion of my own about the coils and from what I understood, One Guard would pay for the service call. I hired ********** *** ******, Inc. **** ** **** *** *********** ** ***** ************ ******************************** ************* * **********. **** found out in 15 minutes that the problem was the starter, not a burnt up compressor. It took him another 25 minutes to fix it. Afterwards, I brought him a hose and he cleaned the coils by lightly running water over them. It took him 10 minutes.I immediately called ********* and she emailed me on April 27th to mail her the receipt. On April 30th I did and asked her to send me the paid receipt to confirm the contractor got paid.June 6th they sent a renewal notice with exclusions. no paid.Now they are lying..out of room here

Desired Settlement: They would not pay a $2,500 repair cost because of the subjective nature of their warranty and the ignorance of their contractors. They told me they would pay a service call by my vendor. My contractor fixed it for $320. Now they are telling me the only reason I was to have my own contractor come by was to clean the unit so they could lift the exclusion clause on the renewal we received on June 6th. There was no exclusion in April!1) I want to be reimbursed for this invoice- $319.44

Business Response:

July 20, 2012

 

This letter is in response to case #******* for customer **** **********.  We sincerely regret that Ms. ********** is unsatisfied with our warranty service. OneGuard does take each and every concern and evaluate the situation, in order to resolve any issues that may result in any negative feelings towards OneGuard.  We do always want our customers to feel and trust that their claims are looked at individually. OneGuard does follow their contract and policy in reference to maintenance and coverage.  The homeowner does have some responsibility as far as the maintenance and the upkeep of all their equipment to keep all items in good working order. OneGuard is sincerely sorry for her dissatisfaction. We are confident that we did everything possible to facilitate repairs as quickly as possible.

The following are the detailed list of events that occurred in relation to this complaint.  Ms. **********’s OneGuard Home Warranty at ***** ******* **** began on July 28, 2012 and will remain in effect until July 27, 2013. 

Ms. ********** initially called in to OneGuard on April 3, 2012 to schedule an A/C pre-season tune up to be performed.  The tune-up was cancelled on April 4, 2012 due to the A/C system not blowing cool air.

OneGuard immediately scheduled a service call to our contractor *** *****. *** ***** went to the property on July 9, 2012 and diagnosed the following.  The technician found the compressor locked up due to clogged coils which in return caused the compressor to fail.  The OneGuard contract states the compressor would be replaced in the event of normal wear and tear.  The coil was reported to OneGuard by the contractor as 99% clogged, which isn’t normal wear and tear. Coils become clogged due to lack of maintenance. It was diagnosed that this was the determining factor which caused the compressor to fail.  Our Authorizations department did call the homeowner to explain why this particular claim would not be covered.  Ms. ********** said she would have someone call in to OneGuard to discuss the details of the denial.  Mr. ********** (son) called in to speak to Authorizations on April 12, 2012. He told OneGuard that he was not accepting the denial and wanted to know what we could do to resolve this problem.

OneGuard went ahead and sent out a second opinion to a second contractor. Mr. ********** didn’t understand why we were sending out a second opinion. It was explained that if the diagnosis came back confirming the breakdown occurred due to clogged coils, OneGuard would not be covering the repair. 

Master Tech went out to the home on April 26, 2012. The technician diagnosed the coils were dirty and are 99% clogged.  OneGuard informed Mr. ********** the coils would need to be cleaned and the compressor would have to be replaced prior to any future repairs being completed under the OneGuard home warranty contract on the A/C unit.

OneGuard sent two different contractors out to the customers home and both have diagnosed the same problem.  On April 27, 2012 Mr. ********** called in to OneGuard and spoke to a supervisor. He let the supervisor know that he had his own company come out to the home and they told him that his coils were not dirty.  Mr. ********** was asked to send in his receipts for our review. 

We have reviewed the claim in detail and listened to all corresponding phone calls.  Mr. ********** was never told that OneGuard would be reimbursing him for the hard start kit.  The hard start kit is a common repair and is used to give the compressor an extra kick. Mr. ********** was informed by OneGuard’s Authorizations department, as well as by a supervisor, of the diagnosis of his coils and compressor. OneGuard does not reimburse for work done outside the warranty contract.  

A. ULTIMATE RENEWAL COVERAGE

1. AIR CONDITIONING & HEATING SYSTEM COVERED: Electric central air conditioning systems, gas or

electric central heating systems, heat pumps, mini-split systems, and mechanical parts thereof including: condenser*, evaporative coil, air handler and 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. When effecting repair or replacement of covered equipment, if any replacement parts or equipment becomes incompatible with the existing equipment due to the differences in refrigerant (R-22 system to a R-410a system) or due to the differences in the federally mandated SEER efficiency standard, OneGuard will upgrade the existing covered air conditioning equipment with compatible equipment. 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, HEAT LAMPS, 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, REGISTERS, GRILLS, PRE-COOLERS, NON-DUCTED WALL UNITS, CONDENSATE PANS, CONDENSATE LINE STOPPAGES, WATER TOWERS, SUPPLY LINES AND VALVES EXTERNAL TO UNIT, IN-LINE FILTERS, PADS OR PAD FRAMES, CORROSION OR RUSTING OF WATER PAN, AUTOMATIC OR MANUAL DAMPERS, DUCTWORK, AIR CONDITIONING WITH IMPROPERLY SIZED SYSTEMS, AND STRUCTURAL MODIFICATIONS REQUIRED IN CONNECTION WITH ANY COVERED REPAIR. LIMITS: $1,500 maximum for diagnosis, repair, or replacement of

radiant heat, glycol, hydronic, steam, or water source heating systems. Note: This residential service contract covers air conditioning and heating systems with a capacity not exceeding

5 tons per unit.

COVERAGE TERMS AND LIMITATIONS

C. WARRANTY COVERAGE 1. In accordance with the terms and conditions of this residential service contract, OneGuard Home Warranties will repair or replace systems and appliances described as Covered in section A and B 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; b. Become inoperative from normal wear-and-tear and proper usage after the effective date of this warranty contract;

G. LIMITATIONS OF LIABILITY

2. This residential service contract does not cover routine maintenance of appliances and equipment. Normal and prudent care and maintenance of appliances, equipment and systems by the resident is a prerequisite standard for coverage and equitable servicing of this residential service contract. Failure of parts or components caused by the lack of manufacturer recommended maintenance of this contract is not covered. Conditions such as but not limited to dirty HVAC filters, clogged and/or dirty HVAC coils, and dishwasher build-up of soap scum and sediment are caused by the lack of maintenance and are not covered by this residential service contract. 3. This residential service contract does not cover breakdowns that are caused by any condition that is not considered to be normal wear-and-tear such as but not limited to misuse or abuse, inadequate or undersized systems, missing parts, pet or pest damage, chemical or sedimentary build-up, acts of God, freezing, fire, smoke, storms, earthquake, flood or other acts of nature, power failure, shortage, surge or overload, accidents,

In conclusion, we are very sorry that we have not met Ms. **********’s expectations. It is our desire that we exceed all of our customers’ expectations. After reviewing the facts and circumstances in connection with Ms. **********’s complaint, we believe we acted with prudence and according to our contractual obligations.  OneGuard Home Warranties does understand Mr. and Ms. ********** are frustrated with the diagnosis of the air conditioner. OneGuard will not reimburse for the repair of the A/C unit including the hard start kit. If there is anything specific we can to do restore her confidence, we would love to hear from Ms. ********** or the BBB. If there are any suggestions, recommendations, or additional questions regarding this matter, please feel free to contact me at (602) ******** extension ***.

Sincerely,

********* ********

Customer Relations Specialist
602-******** ext ***

************

*************************

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Please provide all taped phone calls and the taped audio discussion that One Guard says proves their point of view. We do not recall being told to get the coils cleaned at our own expense so One Guard can come back out and do the repair. We do recall being told that "the compressor was dead because the coils were clogged" over and over and over which was not the case. Our vendor tried a hard start kit 15 minutes into his service, started the unit and then showed me how easy it was to rinse the coils and we did it together. It took longer to unreel the hose then it did to rinse the coils. 

I find Ms. ********'s response in-congruent with her real feelings. This response was spawned after we called to say that we took her suggestion of calling our own vendor asking for a reimbursement, being denied and then getting her supervisor involved to make this new reply. Never, ever were we told that if we cleaned the coils that she would send out a third repairman to repair "a burned out compressor that was caused by 100% clogged coils". There is 0 logic in the company response.


 


Regards,

**** **********


 

 

Business Response:

September 28, 2012

 

This letter is in response to case #*******.  We sincerely regret that **** ********** is dissatisfied with our first response to the BBB. OneGuard assures **** ********** that we have reviewed the complaint and listened to all phone calls to make sure that we have not erred in this situation. 


The following are details of the events that occurred in relation to the complaint. We'll always err on the side of our customers when the situations are grey.


On April 5, 2012, it was reported to OneGuard, by the technician, that the coils to the air conditioner are 90% clogged. Coils become clogged when air filters within the home are not changed on a regular monthly maintenance routine. With the coils not being maintained, this can lead to secondary damage, in this case led to the compressor needing to be replaced. Per our contract OneGuard does not cover for secondary damage.

We then received pictures from the contractor, providing OneGuard with the necessary documentation that the coils would in fact need to be cleaned. On April 5, 2012, a OneGuard representative reviewed the findings with Mr. ********** regarding the denial and what would need to be done to make sure that ****'s home warranty stays in full effect to cover the air conditioner for future mechanical breakdowns.  Mr. ********** repeatedly called in to OneGard to discuss the denial with a few different Customer Care and Authorizations Representatives regarding the dirty coils and the blown out compressor. 

On April 12, 2012, OneGuard sent out our contractor Master Tech for a second opinion. OneGuard sends out second opinions to make sure that the first opinion was solid or if there is another finding that may need to be addressed by OneGuard.

On April 16, 2012 it was reported to OneGuard, by Master Tech, that the coil is a burn out and the coils are dirty - 70% + clogged.  Master Tech did confirm the original findings.  OneGuard’s Customer Care Representative did contact Mr. ********** to explain the diagnosis and findings. At this point Mr. ********** was still dissatisfied with the decision on the clogged coil and the impact to the compressor. 

Mr. ********** did choose to get an outside company to look at his Air Conditioning unit. Mr. ********** provided OneGuard with the reciept of the repair and it states that they added a hard start kit to the unit, however no information was given about the coils being cleaned.  Mr. ********** said the company said the coils did not need to be cleaned.

OneGuard is providing the attached pictures of the coils for your reference. OneGuard will not provide recorded calls with the customer, due to this data being non-public proprietary information. We can assure you all phone calls have been reviewed. We are standing by our contractors diagnosis and the supporting documentation that has been provided to OneGuard. Please refer to the below verbiage contained in Mr. **********’s service contract regarding maintenance and secondary damage.

 G. LIMITATIONS OF LIABILITY

3. This residential service contract does not cover routine maintenance of appliances and equipment. Normal and prudent care and maintenance of appliances, equipment and systems by the resident is a prerequisite standard for coverage and equitable servicing of this residential service contract. Failure of parts or components caused by the lack of manufacturer recommended maintenance of this contract is not covered. Conditions such as but not limited to dirty HVAC filters, clogged and/or dirty HVAC coils, and dishwasher build-up of soap scum and sediment are caused by the lack of maintenance and are not covered by this residential service contract. 4. This residential service contract does not cover breakdowns that are caused by any condition that is not considered to be normal wear-and-tear such as but not limited to misuse or abuse, inadequate or undersized systems, missing parts, pet or pest damage, chemical or sedimentary build-up, acts of God, freezing, fire, smoke, storms, earthquake, flood or other acts of nature, power failure, shortage, surge or overload, accidents, theft, vandalism, terrorism, war or riots are not covered under this residential service contract.

E. CUSTOMER SERVICE (CALL 888-********) You, your agent or tenant must call the above number upon discovery of (covered) problems. Only work authorized and arranged by OneGuard is covered by this warranty. OneGuard must receive notice of covered problem prior to warranty contract expiration. We will not reimburse you for service performed by your own contractor without prior authorization. Normal Service: a Service Professional will contact you within 4 business hours (48 hours on weekends/holidays) to schedule a mutually convenient appointment during normal business hours to perform non-emergency service.

In conclusion, OneGuard Home Warranties does understand Mr. **********s frustration regarding the situation and we are very sorry that we have not met his expectations.  It is our desire that we exceed all of our customer's expectations. We have reviewed all the facts and circumstances in connection with Mrs. **********'s complaint and have made every effort to explain the policy coverage in detail to Mrs. **********.  If there are any suggestions, recommendations, or additional questions regarding this matter, please feel free to contact me at ************ ext ***.

 

Sincerely,

**** ********    

Customer Relations Specialist
************ ext ***

888-********
*************************

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

12/24/2012 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: My claim for a pool pump repairs was denied because One Guard company felt it was due to negligence on my part. However, the pool pump equipment is old and a hole was developed in an area of the pump where plastic is thinner; and was part of the normal wear and tear.

Desired Settlement: The pool pump needs to be repaired or replaced.

Business Response:

November 2, 2012

 

This letter is in response to case #******* for ******* ******. We sincerely regret that Ms. ****** is unsatisfied with our warranty and service. It is our desire to provide a service that exceeds the customers’ expectations. Ms. ******’s satisfaction with OneGuard is very important to us.

As the Customer Relations Manager, I conducted a thorough review of the events that occurred in relation to this complaint. Ms. ******’s OneGuard Home Warranty at **** ** ******** *** began on October 16, 2009, and was cancelled by the Ms. ****** effective October 15, 2012.

On Sunday, September 23, 2012, Ms. ****** called in to OneGuard to report a problem with her pool. She informed our Customer Care Representative that her pool was leaking water at the main pump. A work order was immediately sent to our contractor ********* **** ******.

On Monday, September 24, 2012, Ms. ****** called in to OneGuard to gather the phone number to call the contractor regarding scheduling. The contractor informed Ms. ****** they would be able to schedule an appointment to come out to her home on Wednesday, September 26, 2012. Ms. ****** contacted OneGuard back to see if another contractor was available to come to her home sooner. A work order was immediately sent to our contractor *** **** *****. They were able to schedule the service call on Tuesday afternoon September 25, 2012.

On Wednesday, September 26, 2012, the technician from *** **** ***** reported to OneGuard that based on his professional diagnosis, the issue with Ms. ******’s pool leaking at the main pump is due to lack of maintenance. It was discovered by our technician that Ms. ****** had not been performing the normal maintenance required of backwashing her pool. Failure to perform this required maintenance caused the filter to clog, over pressurize the tank, which in turn caused the main pump to crack and leak. This mechanical breakdown is not normal wear and tear.

With respect to the pool equipment coverage, the warranty contract states:

F. CONTRACT HOLDER’S OBLIGATIONS 1.You are responsible for normal maintenance of covered equipment according to the manufacturer required maintenance guidelines located in the Owner’s Manual.

G. LIMITATIONS OF LIABILITY

2. This residential service contract does not cover routine maintenance of appliances and equipment. Normal and prudent care and maintenance of appliances, equipment and systems by the resident is a prerequisite standard for coverage and equitable servicing of this residential service contract.

In conclusion, we are very sorry that Ms. ****** is dissatisfied that her pool repair request was denied. We hoped to find some cause to reverse the denial of coverage; however, after reviewing the facts and circumstances in relation to Ms. ******’s complaint, it is clear that the problem with the leaking water at the main pool pump was not covered by the warranty contract because of lack of maintenance with the pool equipment. We feel that we have acted in good faith and according to our contractual obligations.

Sincerely,

******** *****
Customer Relations Manager
Office (888) ******** ext ***
****************************

v

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 

Regards,

******* ******


 

 

Business Response:

This is in response to complaint ID #*******, customer ******* ******.

In the 'Message From Consumer' section of the 2nd response, the customer only stated ‘they have reviewed the response made and have determined that this proposed action would not resolve my complaint.’ The customer doesn't provide any details as to why they are not satisfied with our resolution. Because of the lack of details, there isn't any additional information that we are able to provide at this time.

We request if the customer isn't satisfied with our first response, that they provide us with more details.

Sincerely,

******** *****
Support Services Manager
Office (888) ******** ext ***
****************************

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

12/2/2012 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: My complaint is against:********** aka One Guard Arizona LLC**** **** ****** ************ ** *****************(Communication duration July 2012 to November 6, 2012)Due to having a homeowners warranty with ********** and problems with my A/C, I called for service.My initial A/C concern was that it (two A/Cs) was running 24-hours per day, never turned off and did not seem to blow adequate air. With it running non-stop, the temperature still felt warm and the electric bill expensive.********** arranged for ********* to contact me for service.Ultimately, ********* came to my home three times.The first time there were two men whom said that although my units were old and the original equipment (1984) they seemed to be operating OK. We discussed what the service call entailed and I was told they basically look at the equipment. They recommended that the coils be cleaned but it would cost approximately $125.00 per unit. They said that it was not covered by my warranty. They had a gun of some sort that measured the temperature of the wall, the intake and the flow coming out of the vents. They literally rambled off all of these numbers about percentage of airflow in and out and ultimately it was OK. I requested that they write all of this information down so that I can establish a baseline of how the units were currently running.They stated that they would email the invoice with all of the information I requested as they did not have any invoices handy at that time. They were leaving my house and going to the office directly and it would arrive shortly.During the visit, they made comments that even if my units needed replaced, that they were under scrutiny by ********** for replacing too many units. I said so you are saying that even if I needed a new A/C, I am not going to get one. They suggested that the only way I would ever get a new unit was by getting a gun and shooting it. I thought it was a joke but now I have to wonder.

Desired Settlement: I want my own independent contractor from a reputable company to inspect the units. If that contractor finds the units should be replaced, I want the units replaced. I also want ********** to reimburse me for all of the electric bills from July to present. I want an independent party to review **********'s advertisement and it's actual warranty to ensure it is legal and not misleading. I want the warranty to be rewritten so that it's advertisement does not conflict with the actual contract.

Business Response:

November 18, 2012

******** *******

**** ** ** ****** *** ******** ** *****

This letter is in response to case #******* for ******** *******. We sincerely regret that Ms. ******* is unsatisfied with our warranty and service. It is our desire to provide a service that exceeds the customers’ expectations. Ms. *******’s satisfaction with OneGuard is very important to us.

As the Support Services Manager, I conducted a thorough review of the events that occurred in relation to this complaint. Ms. *******’s OneGuard Home Warranty at **** * ** ****** *** began on April 30, 2012.

On July 10, 2012, Ms. ******* called in to OneGuard and spoke with a Customer Care Representative.  Ms. ******* informed the representative that her home was not cooling properly. She stated she has 2 air conditioning units and would like both units looked at. We immediately sent a work order to our contractor *********. The technician went out to Ms. *******’s home to diagnose the situation with her air conditioning units. ********* reported to OneGuard that they found both air conditioning units a little low on charge, other than that, functioning properly.  It was also reported to OneGuard that the technician added 2 lbs. of Freon in both the upstairs unit and the downstairs unit. Also, the ********* technician informed Ms. *******, that the indoor coils of both A/C units were dirty and needed to be cleaned, which is not covered by the home warranty. The ********* technician quoted Ms. ******* $125 per A/C unit for the cleaning of her A/C coils.  Furthermore, we understand that this ********* technician did tell Ms. ******* that they “were under scrutiny for replacing too many units”.  

When we found out about the way this service call was handled by this ********* technician, we were as shocked as Ms. *******. We couldn’t believe that one of our customers had this kind of experience and we apologized to Ms. ******* for such a poor experience.  We told her that we would immediately investigate this issue and promised that we would quickly remedy the problem by sending out a different qualified HVAC contractor.  We then called ****, the owner of *********, and informed him about what his technician said and did during this call and he immediately fired this technician.  He requested that we allow him to go back out to this customer’s house and offered to not only fix any breakdowns but to also clean Ms. *******’s A/C units for free to help restore her trust and ours.  We felt that this was a really good solution to help restore Ms. *******’s confidence in us and in *********.  We called Ms. ******* and explained what the owner of ********* was prepared to do to remedy and restore her trust.  She agreed that it would be better to have the owner of ********* to come back out to fix and clean her A/C units than to have another HVAC contractor out to her home. 

On August 7, 2012, the owner of ********* went to the home of Ms. ******* and cleaned her A/C coils and repaired a leak on her Freon service port.  After performing the repairs, the owner of ********* performed a pressure test which confirmed that the unit was now cooling properly.  We made sure that the coil cleaning and leak repair was performed free of cost to Ms. ******* to restore her confidence in us and to demonstrate that we are honorable.

On September 8, 2012, one month after the previous service call performed by the owner of *********, Ms. ******* called to inform us that her APS Electric bill seemed $100 higher than normal.   Her complaint suggested that her A/C was still not cooling properly, but she told our customer service representative that A/C was cooling the home but indicated that it was running all day long. Since this was the third time Ms. ******* requested service for what seemed like the same problem, we had a Customer Relations Specialist, work through this issue and make sure that the problem was completely resolved.  That’s the normal protocol we have at OneGuard to make sure that complicated problems get resolved.  Our Customer Relations Specialist recommended that we send out a completely different HVAC contractor to perform a 2nd opinion.  Ms. ******* expressed satisfaction with this option and so we dispatched Arizona Tradamasters (“ATM”) to perform a 2nd opinion. 

After ATM completed their diagnosis, they found that weld repair that was made to the Freon service ports by ********* still had a small leak and they found  a piece of insulation was caught up on the indoor coil which blocked some air flow.   They also confirmed that the indoor A/C coils looked clean and it was their opinion that the previous contractor did properly clean Ms. *******’s A/C coil.  Consequently, ATM was very confused how a piece of insulation got caught up in the indoor coil when the coils were just cleaned by *********.  As a result, it was their conclusion that the piece of insulation somehow got into the system sometime after ********* completed their cleaning service or as they were closing the panel on the A/C unit.  Our Customer Relations Specialist explained our findings to Ms. ******* and told her that we will have ATM complete the necessary repairs to remedy the problem.  She instructed us to have ATM complete the repairs but then insisted that we should reimburse her for the increased APS bill because she felt ********* was negligent and caused the higher electricity bill.  We requested that she email us a written request with a copy of her APS bills and we would consider her reimbursement request.  After reviewing Ms. *******’s request, we did not approve her reimbursement at that time because we thought there was enough evidence to suggest that ********* could not have missed the piece of insulation when they performed the coil cleaning.

We sincerely  regret that a technician of one of our approved contractors made a statement suggesting that even if Ms. *******’s A/C needed to be replaced that they couldn’t do it because they were “under scrutiny for replacing too many units”.  If I were Ms. *******, I would be just as skeptical as she was if a technician said such a thing and if it seemed like my A/C units were not getting fixed.  But this technician’s statement is not true at all.  We do meet with the owners of approved contractors on a regular basis to discuss the quality of their work, quantity of their work, and cost of their work.  We perform a customer survey on every service call to determine the level of satisfaction our customers have with the contractor.  And, we do grade our contractors on quality, cost, and customer satisfaction.  However, we have never told a contactor that they would ever be fired for just replacing too many units.  That’s just not the way we operate. While we never told ********* that they would be fired for having a high replacement rate, we did have several discussions with them regarding their high recall rate and high misdiagnosis rate and they were been watched closely for quality problems.  In fact, they were terminated by us on September 28th of this year for poor quality.  

Our replacement policy is very clear and well understood by our contractors.  We use the prudent person philosophy when deciding whether to repair or replace. In other words, what would a prudent person do if they were faced with the same decision - considering the cost of repair vs. replacement and the condition of the rest of the system, would it be more financially prudent to repair or replace? If a repair can be made and it appears that all other components of the system are in good working order, then we make the repair until it is more financially prudent to replace or until the system reaches the end of its useful life.  We have a very high renewal rate (over 75%), and, our customers stay with us over an average of 5 years.  With that kind of customer longevity, it wouldn’t make good financial sense for us to throw good money for bad if a unit really needs to be replaced.  Given the conduct of ********* and the unusual circumstances surrounding all of problems with Ms. *******’s A/C system, I understand why Ms. ******* is frustrated and suspicious; however, I categorically reject Ms. *******’s allegation that we have acted in bad faith and have intentionally directed our contractors not to replace her system when it required it. 

Conclusion

We are little confused by Ms. *******’s desired settlement since her A/C units are currently in good working order.  We admit that her first encounter with ********* was disconcerting, frustrating, and created skepticism.  However, the owner of ********* made good faith attempts to not only correct her covered problem but also performed expensive maintenance cleanings on her coils (not covered by the warranty) for free to restore her trust.  Ultimately, we had ATM replace the Freon service port with a new one so that the leak would remedy indefinitely.  But this was a minor repair – certainly not the type of major repair that would cause a HVAC contractor to recommend a replacement. 

Of course, Ms. ******* may hire any licensed HVAC contractor she wants to inspect her units; but, we’re confident that her units are in good working order and that they are not at the end of their useful life.  Should she choose to hire an independent, licensed HVAC contractor, we suggest that she have her contractor provide a written report of any deficiencies (if found) and the nature/cause of such deficiencies.   If Ms. ******* decides to have an independent HVAC contractor inspect her units, we would ask that she submit to OneGuard their findings if any. We will then work directly with Ms. ******* on what action we will take at that point. We do reserve the right to send out our own contractor to validate the findings by Ms. *******’s independent contractor.

Finally, regarding Ms. *******’s request for reimbursement for her summer electric bills, because we believe there is a small chance that the insulation may have fallen onto the coil as ********* closed the panel to her A/C unit and because we truly hope to restore her confidence in us, we will agree to reimburse Ms. ******* $100 for the increased cost of her APS bill during the month of August. We have contacted Ms. ******* via email and have informed her we will be sending her a reimbursement check for this amount.

In conclusion, we are very sorry for the inconvenience and frustration that this Air Conditioning situation has caused to Ms. ******* and her family.  Please feel free to contact me if you should have any additional questions.

Sincerely,

******** *****
Support Services Manager
Office ***** ******** ext ***
****************************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/16/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Technicians have had to repair my exterior air conditioner 3 times in the past year. On the 2nd occasion, the compressor was replaced by ******** *** Service. On the third occasion only six weeks after the compressor was replaced, the another contractor (**** *****) recommended that the entire unit be replaced because of a leak in an unrepairable location. OneGuard ordered, against the advice of the the technician and the contractor company's advice and put a chemical stop leak into the system. The technician specifically said that this was not a good procedure. After injecting the stop leak, the technician was unable to run the system for the required 30 minutes because it kept shutting off. He stated that the compressor was installed poorly because a drier was left on the line and not replaced. OneGuard refused to follow the recommendation to replace the system and instead wanted a second opinion from ******** *** Service. The technician from Prestige diagnosed the issue as a bad fan blade and motor. The following day the fan and motor were replaced, but the technician was unable to turn the compressor on. He then recommended to OneGuard that the system be replaced and for the second time, OneGuard refused to replace the system and instead ordered Prestige to replace the compressor for the second time six weeks after it was replaced before. The system is old and risks exist that the acid flush used in a compressor replacement will damage the system further and create more leaks in a system that is already susceptible to leaks, which OneGuard may try to fix with poor procedures.

Desired Settlement: I would like to have my entire air conditioning system replaced to completely remove the risk of further damage from acid washes and reduce the risk of future failure because of the improper repairs performed at the direction of OneGuard. To accomplish this, One Guard should pay for the entire system to be replaced by a contractor that I select.

Business Response:

November 2, 2012

****** *******

*** ******* *** ***** ******** ** *****

Dear ****** ******,

This letter is in response to case #******* for ****** *******. We sincerely regret that Mr. ******* is unsatisfied with our warranty and service. It is our desire to provide a service that exceeds the customers’ expectations. Mr. *******’s satisfaction with OneGuard is very important to us.

Mr. ******* resides in the state of *****. OneGuard ***** and OneGuard Arizona are two different legal entities. We would ask that Mr. ******* direct his concerns in relation to this matter through the property agency in *****.

Please feel free to contact me if you should have any additional questions.

Sincerely,

******** *****
Customer Relations Manager
Office ***** ******** ext ***
****************************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/2/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Called OneGuard concerning my sprinkler. They sent out *** ********* to for repair, which they told me that nothing was wrong with my sprinkler and all they did is showed us how to operate it and paid $55.00 service fee. A week after they left, sprinkler went on and would not shut off according to the timer unless you shut off the main water line. Called the second time, *** ********* came and said that the diaphram is broken and replaced it and had to pay another $55.00 A week later, we turned on the sprinkler and it would not shut off again according to the timer unless you shut off the main water line. Called OneGuard and was told to call the contractor. Now I am afraid to call anyone because every time someone comes to my house for this sprinkler, I have to pay a $55.00 service fee. My sprinkler was working fine the first time the contractor came and he even left an invoice stating so, so why is it that everything has gone wrong since he came to my house the first time?????????????

Desired Settlement: Send a professional to come and fix my sprinkler without another service fee since it was working fine the first time they came out.

Business Response:

October 1, 2012

******** ********* **********

***** * **** *****

*** ****** ** *****

Dear ******** **********,

This letter is in response to case # ******* for ******** **********.  We sincerely regret that Mrs. ********** is unsatisfied with our warranty and service.  It is our desire to provide a service that exceeds the expectations of the majority of the marketplace and we believe that we are accomplishing that.  The Customer Relations Team has conducted a review of the circumstances related to  the issue regarding the sprinklers.  Our Customer Relations Team serves to independently review the nature and cause of your break down in an effort to evaluate every possible avenue by which your claim might be covered under the residential services agreement.  Though we are required to follow the parameters set forth in the warranty contract we will always resolve “grey areas” by taking the action that most favors our customer.

We have completed our review of the diagnosis performed by *** ********* ******.  The following list details of the events that occurred in relation to this complaint.

On August 15, 2012,  Mrs. ********** called in a claim stating the sprinkler system was not working property.  Our contractor, *** ********* repair reached out to the customer to schedule a service call.  *** reported to OneGuard the system was working correctly after checking all zones with the homeowner.  Per the technician, the homeowner did not know how to set the system properly.  Everything check out fine.

On August 22, 2012, Mrs. ********** called in to OneGuard to report another issue with her sprinkler system.  Mr. ********** could not shut off the system at the timer.  It had to be shut off at the valve.  Our contractor *** ********* Repair went back out to the home on August 23, 2012.  It was diagnosed that the sprinkler diaphragm needed to be replaced.

Upon Diagnosing the first claim August 15, 2012 the technician determined there were not mechanical failures occurring and he only needed to reset the sprinkler system.  Upon diagnosing the second claim August 22, 2012 the technician determined the the sprinkler diaphragm needed to be replaced.  Per our contract, a service fee is assessed for every new service call that occurs at a home.

As of September 26, 2012, OneGuard has attempted to contact Mrs. ********** to try and resolve her issue.  As of today’s date, October 1, 2012 we have not heard from Mrs. **********.  If OneGuard does send out a claim and the claim falls under the existing claim as a potential recall, then there would not be another service fee due.  However, Mrs. **********’s situation, this does not apply.

2. SPRINKLER, DRIP, & TIMER SYSTEMCOVERED: Leaks and breaks of PVC lines (unless caused by freezing), sprinkler heads and bubbler heads, timers, gate valves, shut off valves, solenoid and other remotely activated control valves.NOT COVERED: HYDRAULIC SYSTEMS, ELECTRICAL WIRING NOT U.L. RATED FOR UNDERGROUND USE, BACKFLOW PREVENTION DEVICES, PRESSURE REDUCERS, RAIN SENSORS, SPRINKLER HEADS WITH PROBLEMS CAUSED BY ABNORMAL WEAR AND TEAR SUCH AS BUT NOT LIMITED TO LAWN MOWER DAMAGE AND PET DAMAGE, TIMER BATTERIES, DAMAGE TO LINES BY ROOTS, ADJUSTMENTS OR CLEANING. SPRINKLER LINES BEHIND OR BENEATH CONCRETE/PAVED SURFACE ARE NOT COVERED.LIMITS: When replacement of a sprinkler system timer is necessary, it will be replaced with a comparable timer up to six (6) stations. ********* heads are replaced with builder’s standard when necessary. Covers properties under .5 acres. Properties over .5 acres require an additional fee for ********* System

F. CONTRACT HOLDER’S OBLIGATIONS 1.You are responsible for normal maintenance of covered equipment according to the manufacturer required maintenance guidelines located in the Owner’s Manual.2.When a failure occurs, protect item from further damage and call OneGuard at **************.For each separate trade item, you are responsible to pay a $55.00 service fee to the contractor upon arrival (Service fees for A/C & Heating System Tune-ups must be paid at time of service request). Repairs are guaranteed for 30 days. Should failure of that item occur within 30 days, another fee will not be charged. Failure to pay service fees could result in suspension or cancellation of this residential service contract.4.You are obligated to provide information relating to the cause, nature, and timing of any breakdown. This information may include inspection reports, repair invoices, and estimates.

In Conclusion, we are very sorry that we have not met Mrs. **********’s expectations. It is our desire that we exceed all of our customers’ expectations. We value Mrs. ********** as a loyal OneGuard customer and we hope to continue to Service Mrs. **********’s complaint, we believe we acted with prudence and according to our contractual obligations.  If you have any questions regarding this matter. Please don’t hesitate to contact us at ************ extension ***

********* ********

Customer Relations Specialist
************ ext ***

************ *************************

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/21/2012 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I have a home warranty contract with OneGuard.The build-in microwave stopped working, we called the OneGuard, they sent a contracted technician who determined that the magnetrone needs to be replaced and that he will be ordering a new one. We paid him the co-pay. OneGuard called us in a few days and told that their claims department reviewed the pictures technician taken and decided that's this is a maintenance issue as something deep inside the microwave is soiled with oil, so they denied the claim, leaving us with paying both the co-pay and the replacement cost. The microwave was manufactured in 2001, and we inherited it when bought a house in 2005. It is clean in and out, and if there is anything that needs to be cleaned after putting thing apart, this is above and beyond regular owner's maintenance skills.I can see that OneGuard is using every excuse to deny claims, even if they should be covered under the policy. For example, last year garage door opener stopped working during the weekend, while I was out of town. My mother had to call the garage door repair company as she could not even get out of the house, and OneGuard is not providing any service during the weekend. The garage door opener had to be covered under the contract, but even if the charges by non-contracted company were very reasonable, OneGuard refused to reimburse us for the repair. I had to cover it out-of -pocket. This is just another example how OneGuard excuses itself from fulfilling the contract obligations.

Desired Settlement: I request that OneGuard stops making excuses and fulfills the obligations it has under the service contract, i.e. either fixes or replaces the microwave.

Business Response:

August 21, 2012

 

This letter is in response to #******* for ********** **********. We sincerely regret that Ms. ********** is currently unsatisfied with our warranty and service. It is our desire to provide a service that exceeds the expectations of the majority of the marketplace and we believe that we are accomplishing that. OneGuard maintains the highest renewal rate of any home warranty company in America and could not maintain that distinction if we weren’t exceeding customers’ expectations.

A thorough review was independently conducted by both our Customer Care and the Authorizations departments regarding the circumstances related to the problem with the built-in microwave; this review intended to determine whether the repair should have been covered under the OneGuard Home Warranty. Everything related to the nature and cause of the claim was reviewed, including phone calls, photographs and notes. OneGuard Home Warranties does try to do everything we can to cover the claim; however we are required to follow the parameters set forth in the warranty contract. Nevertheless, if the circumstances relating to a claim are unclear with respect to the warranty contract, we will always err on the side of our customer.

The following are the details of events that occurred in relation to this complaint. Ms. **********’s OneGuard Home Warranty at ***** ** **** **. began on December 15, 2006. We have completed our review of the diagnosis by our ********* contractor * * * ********* and our response is as follows:

On July 31, 2012, Ms. ********** called OneGuard regarding the built-in microwave not heating. A work order was immediately sent out to our contractor. J & H ********* went out to the home on August 2, 2012, to diagnose the problem with the microwave. The service technician has reported to OneGuard the magnetron shorted out on the microwave and also told us this was not due to normal wear and tear. The service technician stated that the unit was not clean and there was a significant amount of grease and oil around the microwave. * & * ********* has also sent in pictures of the oil on the microwave. Ms. ********** was contacted and informed that OneGuard would not cover the repair of the microwave based upon the determination that the breakdown occurred due to lack of maintenance. The warranty covers repairs that occur due to normal wear and tear. Ms. ********** would need to have the built-in microwave repaired and receipts would need to be sent in to OneGuard, and then moving forward the microwave would be covered under the terms of the home warranty.

8. BUILT-IN MICROWAVE - COVERED: All mechanical parts and components that affect the operation, except: NOT COVERED: DOOR GLASS, INTERIOR LININGS, HINGES, CLOCKS, MEAT PROBE EQUIPMENT, SHELVES, TRAYS, TURNTABLES, ROTISSERIES, AND COUNTERTOP OR PORTABLE UNITS. MICROWAVES THAT ARE BUILT INTO RANGE ARE COVERED FOR REPAIR ONLY.

F. CONTRACT HOLDER’S OBLIGATIONS 1. You are responsible for normal maintenance of covered equipment according to the manufacturer required maintenance guidelines located in the Owner’s Manual.

G. LIMITATIONS OF LIABILITY

2. This residential service contract does not cover routine maintenance of appliances and equipment. Normal and prudent care and maintenance of appliances, equipment and systems by the resident is a prerequisite standard for coverage and equitable servicing of this residential service contract. Failure of parts or components caused by the lack of manufacturer recommended maintenance of this contract is not covered. Conditions such as but not limited to dirty HVAC filters, clogged and/or dirty HVAC coils, and dishwasher build-up of soap scum and sediment are caused by the lack of maintenance and are not covered by this residential service.

As for the claim on the garage door opener, Ms. ********** called in on Monday July 25, 2011, and spoke to a customer service representative. She stated to the OneGuard representative that she had a problem over the weekend with her garage door opener and that she left a message. The customer stated because the problem happened over the weekend, she went ahead and took care of the problem. Ms. ********** said that she herself was out of the country and her mom called a company and had them come out and fix it. OneGuard did explain to Ms. ********** we do not reimburse for outside work. It was also explained to Ms. ********** that OneGuard is open on the weekend and we do take calls and send out for service to our available contractors. OneGuard is open on both Saturdays and Sundays. OneGuard also requested for Ms. ********** to turn in the receipt of the repair done by the outside contractor for review. As of today, we have not received a receipt or request for reimbursement from Ms. **********.

In conclusion, we are very sorry that we have not met Ms. **********’s expectations. It is our desire that we exceed all of our customers’ expectations. In some cases we do make a mistake and in some cases the customers’ expectations are higher than the norm. After reviewing the facts and circumstances in connection with Ms. **********’s complaint, we believe we acted with prudence and according to our contractual obligations. OneGuard Home Warranties does understand Ms. ********** frustration regarding the microwave. However, as illustrated in and by the detailed provided herein, OneGuard has made every effort to explain the coverage in the policy to Ms. **********. OneGuard Home Warranties will not repair or replace the built-in microwave because the damage was caused by improper care and maintenance. If there are any suggestions, recommendations, or additional questions regarding this matter, please feel free to contact me at ***** ******** ********* ***.

Sincerely,

********* ********

Customer Relations Specialist

************ *** ***

************

*************************       ********* ********

Customer Relations Specialist


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/22/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A warranty request was submitted to One Guard on 6/12/12 in regards to a leaking faucet pipe in the kitchen as well as the inability to get hot water in an upstairs bathroom. The company sent someone out intially who did NOT repair the the leaking faucet and improperly repaired the upstairs concerned. We were intially advised that the company had to order the part necessary for repair; however, to date the issue still has not been repaired. To make things worse the company does not keep us updated, we call them daily only to get false promises and the run around. We have asked to speak to someone higher up in order to get the issue resolved, they advise us that someone will call us back and this has not occured yet.

Desired Settlement: We would like for the above issues to be repaired promptly and for all future issues to be resolved in a timely manner.

Business Response:

July 20, 2012

 

This letter is in response to case # ******* for customer **** *****.  We sincerely regret that Ms. ***** is unsatisfied with our warranty service.  While our record demonstrates that our service response time is much faster than the industry average, we recognize that not all of our customers have the same expectations.  On average, our service response time is about 1.5 business days which is much faster than the industry average.  In general, it is our desire to provide a service that exceeds the expectations of the majority of the marketplace, and we believe that we are accomplishing that.  OneGuard maintains the highest renewal rate of any warranty company in America and could not maintain the distinction if we had a slow response time.  Of course, sometimes we make mistakes. Whenever a mistake is recognized, we act quickly to rectify the problem in order to restore the confidence of our customers that we did everything possible to facilitate repairs as quickly as possible.

The following are the detailed list of events that occurred in relation to this complaint.  Ms. **** *****’s OneGuard Home Warranty at *** ****** ***** *** began on August 6, 2011 and will remain in effect until August 5, 2012.

Ms. ***** initially called in to OneGuard on June 12, 2012 to report a hot water issue and the kitchen sink sprayer hose is damaged and leaking. 

One June 12, 2012 OneGuard dispatched * ********  to diagnose the problem.  It was determined that the upstairs shower in the hall bath didn’t have hot water. The upstairs shower was repaired by our contactor. They replaced the cartridge. As of June 12, 2012 the hall bath does have hot water. 

In regards to the pull out sprayer in the kitchen, the contractor * ******** needed to locate a part for the **** 7590. AS of June 20, 2012 OneGuard had a conference call with **** and * ******** regarding the part . **** found 3 faucets that matched what Ms. **** currently has, but they are different sizes.  OneGuard was given a couple of options, one of which was for **** to ship all 3 faucets to us, in order to see which one would fit.  This would take an estimated timeframe for delivery of 7 to 30 days.  OneGuard did not want to take this route, due to the large delay.  Instead OneGuard reached out to the customer to see if * ******** could come back out to her home and measure the faucet in order to provide OneGuard with the specific  information.  * ******** missed completing this task on the first call.  Mr. ***** called in to OneGuard on June 20, 2012 in the evening with the measurements for the faucet. On June 21, 2012 OneGuard contacted J ******** with the measurements.  Since there were two different colors for the threads on this faucet, J ******** went ahead and  ordered both pieces and would contact the owner when the parts arrive.  On July 9, 2012 * ******** had only received one part and was still waiting for a part from the manufacturer Ferguson. Our contractor J ******** called OneGuard on July 10, 2012 to let us know that either part will work with the faucet.  At that time OneGuard and J ******** had decided to replace the entire faucet. As of July 17, 2012 OneGuard contacted the contractor J ******** and the **** faucet has been replaced. An email was sent to the homeowner to ensure the faucet had been completed to their satisfaction.

G. LIMITATIONS OF LIABILITY

15. OneGuard is not liable for failure to provide timely service due to conditions beyond its control including, but not limited to, delays in obtaining parts, or equipment and labor difficulties

3. PLUMBING SYSTEM & STOPPAGESCOVERED: Leaks or breaks in water, gas, drain, sewer or vent lines that located within the perimeter of the main house foundation, faucets (up to $300 per occurrence), showerheads, shower arms, toilet bowls and tanks, wax seals, mechanisms, valves in tub & shower, diverter, angle stop and gate valve, built-in interior ground water sump pumps, circulating hot water pump, clearing of stoppages in sewer lines through accessible ground-level clean out. NOT COVERED: STOPPAGES CAUSED BY COLLAPSED, DAMAGED OR BROKEN DRAIN, VENT OR SEWER LINES OUTSIDE OF THE HOME'S MAIN FOUNDATION; LINES BROKEN, INFILTRATED OR STOPPED BY ROOTS OR FOREIGN OBJECTS EVEN WITHIN THE HOME'S MAIN FOUNDATION; TUB OR SHOWER UNIT, PAN OR ENCLOSURE, TOILET LIDS/SEATS, SINKS, BASKET STRAINERS, GROUTING/CAULKING, BIDETS, PLUMBING FOR SOLAR SYSTEMS, SEPTIC TANKS AND EJECTOR PUMP, PRESSURE

3. PLUMBING SYSTEM & STOPPAGESCOVERED: Leaks or breaks in water, gas, drain, sewer or vent lines that located within the perimeter of the main house foundation, faucets (up to $300 per occurrence), showerheads, shower arms, toilet bowls and tanks, wax seals, mechanisms, valves in tub & shower, diverter, angle stop and gate valve, built-in interior ground water sump pumps, circulating hot water pump, clearing of stoppages in sewer lines through accessible ground-level clean out.

In conclusion, we are very sorry that we have not met Ms. *****’s expectations. It is our desire that we exceed all of our customers’ expectations. Is some cases we do make a mistake and in some cases the customers’ expectations are higher than the norm. After reviewing the facts and circumstances in connection with Ms. *****’s complaint, we believe we acted with prudence and according to our contractual obligations. OneGuard Home Warranties does understand Ms. *****’s frustration regarding the kitchen faucet and the time that had lapsed between the initial claim and the completion of the repair.  However, as indicated in the details provided above, OneGuard has made every effort to expedite Ms. *****s repairs.  As of June 19, 2012 all repairs have been completed and OneGuard does apologize for any inconvieance this may have caused. We value Ms. ***** as a OneGuard customer. If there is anything specific we can to do restore her confidence, we would love to hear from Ms. ***** or the BBB. If there are any suggestions, recommendations, or additional questions regarding this matter, please feel free to contact me at ***** ******** ********* ****

Sincerely,

********* ********

Customer Relations Specialist

************ *** *** ************ ***************************

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/4/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: In April 8 of 2011 we purchased our home along with a home warranty through One Guard Home warranty. We were informed that for $55.00 that they would send out an Ac tech to do a srping tune up on the ac system. They came out and looked at the outside ac unit and did not bother to insect the inside portion of the ac unit. On June 8 2012 we called the home warranty company because wwe had lost ac on the west side of our home. The AC repair tech came out and said that the warranty would not cover it due to lack of maintance which we thought they did when we purchased the home. Now we are stuck with a $1000 repair bill. When thry sell there warranty they do on diclose any of this until you recieve there paperwork/contract. They should be made to disclose all of this info to the customer before anyone decides to purchase there warranty. Also ther supposed home tune up on the ac system does not cover inspection of ALL parts and units related to the cooling system as they do not disclose this at all. There warranty is a scam and not disclosed upfront until after the warranty is pruchased.

Desired Settlement: I want them to disclose everything before any of there home warranites are sold to customers. This is a scam and they are ripping off all customers that have purchsed there warranties.

Business Response:

***** *****

**** * ****** ***** ****

******** ** *****

This letter is in response to case # ******* for ***** *****. We sincerely regret that Mr. ***** was unsatisfied with our warranty and Service. An independent review was conducted by our Customer Care and Authorization Departments, regarding the circumstances related to the problem with the HVAC, to determine if the repair should have been covered under the OneGuard Home Warranty.  All factors related to the nature and cause of the claim was reviewed, including phone calls and notes. We have also completed our review of the diagnosis given by our HVAC contractor, ******* ************, who did the initial pre-season Tune-Up requested by the customer, as well as **** **** HVAC and Plumbing who completed the actual service call.

OneGuard Home Warranties took every fact into consideration to attempt to cover the claim,  however we are required to follow the guidelines set forth in the warranty contract.  Nevertheless, if the circumstances relating to a claim are ever in question with respect to the warranty contract, we’ll always favor on the side of our customer.

The following are the detailed list of events that occurred in relation to this complaint. Mr. *****’ OneGuard Home Warranty at **** ** ****** ***** **. began on April 19, 2012. The customer initiated a cancellation of the home warranty effective June 12, 2012.

HVAC Tune-Up

On April 20, 2012,  Mrs. ***** called OneGuard for service on the HVAC Tune up. The service that is provided on the A/C Pre-Season tune up is as follows:

Section A. Guardian Agent Coverage

2. HEATING & A/C PRE-SEASON TUNE-UPSCOVERED: Note: For the applicable service fee, OneGuard will perform 1 A/C Pre-Season Tune-up between February and April and 1 Heating System Pre-Season Tune-up between September and November. The contract holder is responsible for scheduling the tune-up during the Pre-Season period by calling ###-###-####. Service fee for tune-ups must be paid at time of service request. OneGuard will calibrate thermostat, test temperature split, check Freon levels & system pressures and add up to 2 lbs. of Refrigerant if necessary, perform amp draw on condenser motor, evaporator motor and compressor, clean condenser coils, check contactors, check condensate lines, clean or replace filters (owner supplied), clean & tighten electrical connections, test capacitors, and check heat operations, inspect pilot system, test safety switches, test limit switches, and clean burners. NOT COVERED: FILTERS, CLEARING OF CONDENSATE LINE STOPPAGES, EVAPORATOR/INDOOR COIL CLEANING INCLUDING ACID CLEANING, CLEANING OR UNCLOGGING SERVICES REQUIRED TO CORRECT PROBLEMS RELATED TO THE LACK OF MANUFACTURER RECOMMENDED MAINTENANCE (FILTERS MUST BE REPLACED MONTHLY).LIMITS: Tune-ups are covered for 1 unit. You will be responsible to pay the service contractor $30 for each additional unit.

HVAC Service Request

On June 8, 2012 Mrs. ***** called in regarding her HVAC not cooling on one half of the house. **** **** HVAC and Plumbing was dispatched to the home on June 12, 2012. The diagnosis was as follows:

**** **** found the indoor coil plugged 100% with dirt and water was sucked from the drain pan into the duct work causing the duct to come apart.  OneGuard does not cover for cleaning of the coil or repair on duct work.  The homeowner is responsible for properly maintaining their equipment.  Please see below of the contract.

G. LIMITATIONS OF LIABILITY 1. This residential service contract does not cover known defects that existed on or before the effective date. Unknown pre-existing defects or conditions are covered by this residential service agreement if the Unknown Pre-existing Conditions Coverage Option is selected and paid prior to the effective date and a OneGuard mechanical inspection has been performed on the covered property. The contract holder must have all 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.2. This residential service contract does not cover routine maintenance of appliances and equipment. Normal and prudent care and maintenance of appliances, equipment and systems by the resident is a prerequisite standard for coverage and equitable servicing of this residential service contract. Failure of parts or components caused by the lack of manufacturer recommended maintenance of this contract is not covered. Conditions such as but not limited to dirty HVAC filters, clogged and/or dirty HVAC coils, and dishwasher build-up of soap scum and sediment are caused by the lack of maintenance and are not covered by this residential service contract.3. This residential service contract does not cover breakdowns that are caused by any condition that is not considered to be normal wear-and-tear such as but not limited to misuse or abuse, inadequate or undersized systems, missing parts, pet or pest damage, chemical or sedimentary build-up, acts of God, freezing, fire, smoke, storms, earthquake, flood or other acts of nature, power failure, shortage, surge or overload, accidents, theft, vandalism, terrorism, war or riots are not covered under

Mr. ***** also stated in his complaint that we sell home warranties without the disclosure of any information in relation to the coverage until the paperwork or contract is received.  OneGuard has many resources available to the consumer prior to the purchase of a OneGuard Home Warranty, including, but not limited to a service center full of representatives available to answer questions and our OneGuard Home Warranties website, with in depth, detailed information about our products and services, including a sample contract for review. 

In conclusion, we apologize that we have not lived up to Mr. *****' expectations.  It is our desire that we exceed all of our customer’s expectations.  In some cases we make a mistake and in some cases the customers’ expectations are higher than the norm.  After reviewing the facts and circumstances in connection with Mr. *****’ complaint, we believe we have acted with Prudence and in according to our contractual obligations.  If there is anything specific we can do to restore his confidence, we would love to hear from Mr. ***** or the BBB.  If there is additional information needed or anything I do to assist in this claim, please feel free to contact me at ###-###-####, ext. ***

Sincerely,

********* ********

Customer Relations Specialist

###-###-####

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/24/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: my wife and I purchased our home last year and was offered a warranty with the home and looking back, I wish we would have looked around for another company to use ... Since moving in, we have had technicians out several times for repairs and service and it seems like pulling teeth to even get a technician out within a week of making a claim .. we have had them out for their so called A/C tune up which the guy spent maybe 10 minutes looking at it outside .. we have had a tech out to fix the microwave which still periodically has sparks come from it .. our dryer which we paid extra to have covered was making a horrible screaching sound , it was nearly impossible to have them fix .. we had to call and argue multiple times to get them to get it fixed, which is also starting to do the same thing again .. it seems as if they will fight tooth and nail before paying to repair anything or ever worse if something would need to be replaced .. Our most recent event is the A/C quit working and keep in mind , its summer in Phoenix AZ and although they say they are a 24/7 service company and they have an emergency line for A/C , when they answered , they said "although it may seem like an emergency for you , it is not an emergency according to their protocol" ... so why even offer 24/ service .. we were told to wait till Monday and should be recieving a call to schedule another appointment to have a technician come take a look at it , and frome experience so far , the technician will look at it and then schedule another appointent to actually fix it ... so at which point it is too hot for anybody to stay in the home , especially my 9 month old son!!!! Why is it so hard to actually get what you pay for!!

Desired Settlement: i would really appreciate a quick repair before it somebody gets a heat stroke

Business Response:

June 28, 2012


This letter is in response to case #******* for ***** ******* ******. We sincerely regret that Mr. ****** is currently unsatisfied with our warranty and service. While our record demonstrates that our service response time is much faster than the industry average, we recognize that not all of our customers have the same expectations. On average, our service response time is about 1.3 business days, which is must faster than the industry average. In general, it is our desire to provide a service that exceeds the expectations of the majority of the marketplace and we believe that we are accomplishing that. OneGuard maintains the highest renewal rate of any home warranty company in America and could not maintain that distinction if we had a slow response time. Of course, sometimes we make mistakes; whenever a mistake is recognized, we act quickly to rectify the problem to restore the confidence of our customers. With respect to Mr. ******’s complaint, we are sincerely sorry for his dissatisfaction, but we were unaware of his discontent because he did not call or email us to inform us of his dissatisfaction. This complaint was the first communication that notified us of his dissatisfaction.

The following details the events that occurred in relation to this complaint. Mr. ******’s OneGuard Home Warranty at **** ** ****** *** began on August 5, 2011, and will remain in effect until August 4, 2012.

A/C Service Request

On Sunday, June 10, 2012, Mr. ****** submitted a service request for his A/C via an online claim submittal. His online service request stated, “The AC unit is not kicking on at all.” The work order was dispatched to our contractor, **********, on June 10, 2012. ********** contacted the homeowner on Monday, June 11, 2012, and scheduled an appointment for that same day. They diagnosed the problem and determined that the dual run capacitor would need to be replaced. The issue was reported to OneGuard by the contractor and the repair was made immediately. When the service tech left Mr. ******’s home, the air conditioning unit was functioning properly. Upon receipt of this BBB complaint, OneGuard immediately contacted Mr. ****** on June 22, 2012, to make sure the air conditioning unit was working. Mr. ****** confirmed that both air conditioning units were working to their full capacity. 

Again, we are sincerely sorry that we did not live up to Mr. ******’s expectations, but the repair was completed in one business day. It appears that Mr. ****** was expecting that OneGuard dispatch a contractor on Sunday, June 10th. In many cases, we are able to dispatch same day service on A/C breakdowns, even over the weekend.  However, because A/C contractors have lighter staffing on Sundays (because parts supply stores are closed), we sometimes have to prioritize service calls for those who have medical conditions or only one source of cooling. Usually people with those circumstances notify us of those conditions. In Mr. ******’s case, we were not aware of any such condition. Although we understand that customer satisfaction is not completely based upon the fulfillment of contractual obligations, OneGuard took all necessary steps to dispatch service to the customer’s home as quickly as possible and, complied with our contractual obligations. The warranty contract states,

“E. CUSTOMER SERVICE (CALL ************)

Normal Service Professional will contact you within 4 business hours (48 hours on weekends/holidays)to schedule a mutually convenient appointment during normal business hours to perform non-emergency service. Emergency Service: an emergency is defined as a plumbing failure that causes interior flooding, a complete loss of heating or cooling in extreme temperature conditions, a substantial loss of electrical service, or any other condition that renders the interior of the home uninhabitable. OneGuard will make all reasonable efforts to expedite emergency service. 24-hour emergency service is only available for interior flooding. If you should request OneGuard to perform non-emergency service outside of normal business hours, you will be responsible for additional fees, including overtime pay.”

With the limited information that Mr. ****** provided us, we believe that we acted swiftly and prudently to provide him service in an expeditious manner by responding and completing his repair in one business day.  

With respect to the other items Mr. ****** mentioned in his complaint, our response follows. 

HVAC Tune-up

Mr. ****** stated he had an HVAC tune up. A thorough search of our databases reveals no record of Mr. ****** having requested an A/C pre-season tune-up through our company. Moreover, there is no record of any such service having been performed by any OneGuard contractor. Perhaps Mr. ****** had a tune-up performed by an outside contractor, for which we would not have any documentation. 

Built-in Microwave

Mr. ****** also mentioned he had his built in microwave serviced. OneGuard’s records indicate that Mr. ****** called in the claim on January 10, 2012. We dispatched a work order to our contractor, *** *********, on January 10, 2012. The contractor went out to the home and replaced the Magnetron and Diode assembly unit. Mr. ****** mentioned his microwave still sparks once in a while. According to our notes, Mr. ****** never contacted OneGuard regarding any ongoing issue with the microwave, so we were unaware that Mr. ****** had any ongoing problems with his Microwave. Had Mr. ****** contacted OneGuard with additional concerns, a recall work order for the microwave would have been sent back to *&* *********. Furthermore, if we are notified of an ongoing problem within 30 days of the original service call, the customer would not be charged an additional service fee. With respect to requesting a recall, the contract states,

“F. CONTRACT HOLDER’S OBLIGATIONS 1. You are responsible for normal maintenance of covered equipment according to the manufacturer required maintenance guidelines located in the Owner’s Manual. 2. When a failure occurs, protect item from further damage and immediately call OneGuard at ###-******** or ************. 3. For each separate trade item, you are responsible to pay a $55.00 service fee to the contractor upon arrival (Service fees for A/C & Heating System Tune-ups must be paid at time of service request). Repairs are guaranteed for 30 days. Should failure of that item occur within 30 days, another fee will not be charged.”

We would be happy to dispatch out an appliance contractor to diagnose any further problems with Mr. ******’s Microwave if he would like us to do so.

Dryer

OneGuard has reviewed the dryer claim as well. While, we were able to respond to Mr. ******’s home in a timely manner to diagnose the problem with the dryer, the parts that were needed to repair the dryer were not available at the supply house, so they had to be ordered from the manufacturer. In the appliance industry, it’s sometimes difficult to get parts for appliances in a timely manner; this is due to circumstances governing the appliance industry that are beyond the control of any home warranty or service company. In the event that parts must be ordered directly from a manufacturer, receipt of parts can take anywhere from 7 to 15 business days, as was the case with the parts needed to repair Mr. ******’s Dryer. We are very sorry for the delay and inconvenience this caused Mr. ******, but the delay was outside our control.   

In conclusion, we are very sorry that we have not lived up to Mr. ******’s expectations.  It is our desire that we exceed all of our customers’ expectations. In some cases we make a mistake and in some cases the customer’s expectations are higher than the norm. After reviewing the facts and circumstances in connection with Mr. ******’s complaint, we believe we have acted with prudence and according to our contractual obligations. That said, we value Mr. ****** as a OneGuard customer. If there is anything specific we can do to restore his confidence, we would love to hear from Mr. ****** or the BBB. If there are any suggestions, recommendations, or additional questions regarding this matter, please feel free to contact me at ###-###-####, ext. 257.

Sincerely,

********* ********

Customer Relations Specialist

************ *** ***

###-###-####

*************************

     

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/7/2012 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I honestly am shocked to find this company listed with the BBB, what a joke. I just recently purchased a home and this company was highly recommended to me. I called them to send out a locksmith to come and re-key the home and the deductible would be $55. So the company calls me and we set up an appt. I had someone at the house as I could not be at home when they get there. So as I am driving home they call me and said that one of the locks could not be rekeyed as it needed some special key. OK well I tell the installer I am 10 mins away, and would be there shortly. So I get there to find out what he was talking about, and he just left! no explanation, to the person I had at the house. I called his cell phone several times and he did not answer, none of the doors were rekeyed!!! he just left with no explanation on what we were to do, did not answer his phone. Now I dont do business like that, and would not endorse a company that just flakes out on the job. So I call to let One Gaurd know what happened and what kind of business they are dealing with, and how they are treating there homeowners. All one gaurd would tell me is that I need to pay $55 deductible. So I tried to explain to them that they did not do any work and they just left the job site! Nope they insisted that that I pay the deductible. I reluctantly paid it today. I know this is america were you pay for a service when services are rendered! so to me I feel like they extored money from me! and are praising this locksmith business for how they do business and treat one gaurd homeowners.

Desired Settlement: I would like my $55 dollars back, and an apology from one guard. I would also like them to cease sending this locksmith business out to anymore one guard customers.

Business Response:

May 9, 2012

Dear ******* ******,This letter is in response to complaint #XXX*****.  The customer’s OneGuard Home Warranty at XXXX S. XXXXX Ave started on February 23, 2012.  On March 1, 2012, the customer called in for the rekey service.  The customer scheduled service with ****** **** ******** for March 6, 2012.  ********** went out to the property to rekey the locks as requested and when they arrived, the homeowner was not present, but the mother-in-law was at the home.  The customer called in to OneGuard and stated that there was a problem with the front door. After looking at the door, the service technician asked the homeowner to provide a blue key so the lock could be rekeyed.  Mr. ***** was not able to provide the key and so the technician offered to replace the dead bolt COD.  The One Guard’s service representative called the homeowner and explained he would need to purchase a blue key ($5.00) for this special Schelege lock or pay for a new lock (hardware).  The homeowner felt OneGuard needed to replace the hardware for this lock since ********** was unable to rekey due to a special key being needed of which the homeowner had no copy.**********  was told by the homeowner to take a drive and come back within a half hour and the homeowner would decide what they wanted done.  ********** told the homeowner they could not wait and that he would have to reschedule. Homeowner did not have the original key  so there was not a key that could be made.  Please refer to section A17 of the customer's OneGuard Home Warranty contract (attached):A. COVERED SYSTEMS AND APPLIANCES17. RE-KEY SERVICE (UP TO 6 KEY HOLES) COVERED: Re-key up to 6 key holes (including deadbolts) and provide 4 copies of the key. Note: If the covered property is outside of our normal service area, you will be responsible $69 service fee for this covered service. NOT COVERED: THIS COVERAGE DOES NOT INCLUDE LOCK-OUT SERVICE. THE RESIDENTIAL SERVICE CONTACT HOLDER WILL INCLUDE AN EXTRA FEE FOR EMERGENCY LOCK-OUT SERVICE.Upon receiving the BBB complaint, and reviewing the policy, OneGuard is going to go waive the service fee of $55.00 as a courtesy for the Rekey service.  OneGuard does appreciate the feedback that we receive from our homeowners regarding our contractors and we do take all statements and feedback very seriously.  If you need further assistance, please do not hesitate to contact me. Sincerely,********* ********Customer Relations Specialist************ ext ****************************************

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 

Like I said before they are in the wrong, and the fact that they would even consider waiving the fee, but not admit they were wrong just leaves a bad taste with me about this company. I never told copper key service to leave and come back in 30 minutes!, I did have the original key, and was trying to explain that to him, but he did not want to hear that and hung up on me like i said before. I get there and he is gone, I tried to call him back a few times but he would not answer his cell phone or return my calls. so for her to say I told him to leave and come back in 30 minutes, did not happen. or he would have answered or called me back.  One gaurd is the one that told me I had to reschedule, and of course I refused this time.  and as far as i am concerned that issue with the key would have fallen under A 1. under my contract which says

A. GUARDIAN COVERAGE

1. NO FAULT COVERAGE

COVERED:

 

This residen al service contract covers breakdowns

 

caused by unknown pre-exis ng condi ons such as 1)

insufficiently maintained systems, 2) rust or corrosion, 3)

mismatched systems, and 4) improper installaon or repair so

long as the mechanical failure was not known, would not have

been detectable by a state cer fied home inspec on or

ServiceOne mechanical inspec on, and was not caused by the

contract holder. NOTE: The No Fault Coverage is intended to

cover unknown pre-exis ng condi ons caused by the previous

owner. In order to qualify for this coverage, you must obtain a

state cer fied home inspec on or a ServiceOne mechanical

inspec on within 90-days of the effec ve date. This upgrade is

not intended to take responsibility for normal maintenance and

proper use of appliances and equipment by the contract holder.

This coverage also does not cover undersized systems

Regards,

***** *****


 

 

Business Response: Dear Ms. ******,As per the phone conversation this email is in response to the second  dispute from Mr. *****’s complaint # *******.   In Mr. *****’s first  letter he was requesting a refund on the service fee he claims he paid . OneGuard as per the first response waived the service fee.    After further review of this claim it was discovered Mr. ****** never paid the service fee which is why OneGuard waived the charge rather than refunding the service fee.In response to Mr. *****'s additional comments,  the phone calls with Mr. ***** were reviewed and during the phone call he admitted to not having the original key on a recorded phone call.   This information is contrary to his  recent statement that he did have the original key.  If there had been an original key the locks would have been changed without any problem.  With regards to Mr. *****’s statement about the key would have fallen under A1 on the contract, OneGuard is unclear on what Mr. ***** means. The area he highlighted “mismatched systems”  does not pertain to his situation with the re-key but rather mechanical systems and appliances.  Also in addition, OneGuard does not cover for missing items.With respect to his latest complaint Mr. ***** was not clear about what he would like OneGuard to do to bring this situation to a resolution.  OneGuard would appreciate your feed back on the next step of resolving this complaint.  Thank you in advance for your assistance.  *lease call me if you have any questions or concerns. Sincerely,*********

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Well it seems that ********* is not very observant! in response to her comments, I would love to hear this recorded phone conversation we had. I had mentioned on the phone that I did not have the original key there at the house!!!! and again told the guy I was 10 minutes away from my house ( with the original key on my key chain) listen the fact is he left and with out saying a word to anyone that was there (my mother in law) this was after I told him I was 10 mins from my house. He also did not answer my calls, and he had my number because he had just called me about the key! he never returned my call and I left msg for him to return my call. never happened! a month or so later I get an invoice from one gaurd for that service call. which I told them I refuse to pay. they told me that i had to pay there was nothing they could do! I said i refused to pay for no service, no seamless service, and horrible customer service and support over the phone. (yet here they are waiving this charge just a few weeks ago I was told there was nothing they could do) The fact that they did research only to find that I did not pay is a lie! if they actually had done research they would see that I was forced to pay in order to call out another service call. (they would not come out unless I paid that $55 dollars!) I reluctantly paid, they came out on another service call. So if there policy prevents them from coming out for a service call unless a previous invoice was paid, then why tell the BBB I never paid. I will attach my statement that shows I paid.

Now In regards to *********s claim that I had not made it clear what I wanted to resolve this resolution. I thought I made it very clear that I wanted to have the fee refunded and One Gaurd apologize to me for there Blunder! At this point I am done dealing with them, and as far as I am concerned this negative review should stay on your website in hopes other consumers out there are not taken advantage of by One Gaurd or any of its sub contractors. Thanking you in advance for your time,

Regards,

***** *****


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/16/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: we requested for a/c and termite service...havent heard from them since...

Desired Settlement: fix my A/c and termite problem

Business Response:

May 4, 2012

 

Dear ******,

This letter is in response to complaint for OneGuard Home Warranty started on June 25, 2011.   On April 3, 2012,  the customer called in for service regarding the termite control and his air conditioner.  The customer made an appointment with ********* *** for April 16, 2012.   ********* *** diagnosed the problem as low voltage to the equipment due to the wiring from the condenser to the ground being exposed and the remedy would be for conduit to be installed to cover the wiring.  ********* *** did repair this and the contractor checked the unit out and everything was working fine. OneGuard sent a service request to **** ****** on April 11, 2012 for spot treatment of termites.  When **** ****** arrived, they diagnosed the entire home would need to be treated due to an infestation. **** ****** quoted him a total amount to treat the home.  At the time of the work order, he was told that OneGuard only covers spot treatment. In this situation, a spot treatment would not help.   The customer needed at total home treatment which would be an out of pocket cost to the homeowner since OneGuard only covers spot treatments.  Please refer to section A13 of the customer service agreement (attached) which states the following:

13. TERMITE & PEST CONTROL COVERAGE

COVERED: Termidor® spot treatment of an existing or pre-existing infestation of subterranean termites; pest control treatment of ants, carpenter ants, roaches, crickets, spiders, ground beetles, earwigs, silverfish, millipedes, centipedes, pillbugs, sowbugs, clover mites; and treatment for mice. Note: Termite and **** Control Treatments will be performed by a pest control company licensed by the state of Texas.NOT COVERED: FUNGUS, WOOD-DESTROYING ORGANISMS OTHER THAN SUBTERRANEAN TERMITES AND CARPENTER ANTS, DRYWOOD TERMITES, FLYING INSECTS, TICKS, FLEAS, RATS, AND ANY PEST NOT LISTED ABOVE. TREATMENT OF INFESTED AREAS OUTSIDE THE PERIMETER OF THE MAIN HOUSE FOUNDATION; REPAIR OF PAST, EXISTING, OR FUTURE DAMAGE TO THE PROPERTY CAUSED BY ANY WOOD DESTROYING INSECT OR ORGANISM; AND CORRECTION OF CONDUCIVE CONDITIONS ARE NOT COVERED.LIMITS: All termite treatments covered by this residential service contract will be “spot” treatments as defined by the Texas Structural **** Control Service. Spots treated for termites are guaranteed until expiration of this warranty. Any additional “spots” of termite infestation will require an additional service fee.

OneGuard was not made aware that there was another issue with the air conditioning unit.  The customer never called to inform OneGuard about the air conditioner  unit not functioning properly so that a Recall service request could be sent.  OneGuard has a Recall policy of sending a work order back out to a contractor if the problem associated with the first repair reoccurs within 30 days.  Please refer to section F3 of the customers service agreement which states the following:

 

F. CONTRACT HOLDER’S OBLIGATION

3.For each separate trade item, you are responsible to pay a $59.00 service fee to the contractor upon arrival (Service fees for A/C & Heating System Tune-ups must be paid at time of service request). Repairs are guaranteed for 30 days. Should failure of that item occur within 30 days, another fee will not be charged. Failure to pay service fees could result in suspension or cancellation of this residential service contract.

Upon receiving the BBB complaint,  OneGuard immediately called ********* *** to please call the customer to set up a Recall service request on the air conditioner.  The customer never responded back to the messages left from ********* *** to schedule an appointment.  When I called the custmoer on April 27, 2012 to make sure the air conditioner service was completed, he said that he called his own company out and had it repaired.  The customer was informed by **** ******  about the termite coverage  and the spot treatment as it is listed in the plan.    At this point OneGuard has done everything possible to resolve any issues or misunderstandings that the customer might have about his service agreeement with OneGuard Home Warranties. At the writing of this response our understanding is the customer is satisfied with the air conditioner issue; however he is insisting we send out for service on spot treatment which is not possible since his home is infested with termites.  Please feel free to contact me if you have any other questions or concerns.

Thank You,

 

********* ********

Customer Relations Specialist

************ **** *** ************

*************************

 

          

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/7/2012 Problems with Product/Service
3/20/2012 Problems with Product/Service
2/28/2012 Problems with Product/Service