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Description

OneGuard Home Warranties offers 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 13 factors. Get the details about the factors considered.

Factors that raised the rating for OneGuard Home Warranties include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 51 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

51 complaints closed with BBB in last 3 years | 17 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 4
Billing/Collection Issues 1
Delivery Issues 0
Guarantee/Warranty Issues 9
Problems with Product/Service 37
Total Closed Complaints 51

Customer Reviews Summary Read customer reviews

28 Customer Reviews on OneGuard Home Warranties
Customer Experience Total Customer Reviews
Positive Experience 6
Neutral Experience 1
Negative Experience 21
Total Customer Reviews 28

Additional Information

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 (ROC)
1700 W. Washington Street, Ste. 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
Cathy Eckstein, President Mr. Deryl Eastman, CEO Mr. Scott Smith, CEO
Contact Information
Principal: Cathy Eckstein, President
Customer Contact: Samantha Marquis, Customer Relations Manager
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 A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    20410 N 19th Ave Ste 200

    Phoenix, AZ 85027

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 43050

    Phoenix, AZ 85080

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 940409

    Plano, TX 75094

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

7/26/2016 Problems with Product/Service
7/15/2016 Problems with Product/Service
7/13/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: This all started on Ester weekend in March, it's now the 6th of July. OneGuard selects and sends a repair service company and assumes not resposability for that contractor. In our case we had a dishwasher and a microwave needing service. OneGuard selects and sends a contractor, I pay OneGuard. Now it's July and I still have a broken dishwasher and microwave with added damage for their contractor. Now OneGuard saw I have to take it up with the contractor and that's why the contractor has insurance. My contention is I pay and contact OneGuard and they select and pay a contractor. In our case we have tried to call their contractor to no avail. This has gone on for 4 months now and there's no end in sight.

Desired Settlement: OneGuard needs to step and make this right and REPLACE MY DISHWASHER AND MICROWAVE and not with a similar product but same brand and type.

Business Response:

Dear Better Business Bureau,

We are working directly with the homeowner to amicably address his concerns. May we request for you to forward this complaint to BBB file located in Dallas, TX?

Kindest regards,

Samantha M******

Team Manager, Customer Relations

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

Consumer Response:

The company has responded and a technician was dispatched. At this time we are awaiting a resolution to the problems. As the warranty company has already said their service provider is responsible and the service company has said they are sending to HomeGuard to handle, I'm not at all sure we are near the end of this issue that started back in March. Also I have made HomeGuard aware that the appliances in question are 2 of set of 6 appliances that all match. I'm guessing this will be an issue also.

 

**** ******
 


6/24/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We called to use our home warranty. We were told someone would call us back . No one ever called us back. We them called them and they said they had 4.5 hours to arrange the call back based on their service agreement. Since we called at 1pm we went over their operating hours which meant we wouldn't get a call today. So they said they would call us on Friday morning at 9 am. Still no call so we called them back and they said the transposed our phone number to the vendor so they couldn't call. We called again at 1:30pm and we start all over again. They have such poor customer service that I would recommend to everyone I know not to use this company. I am also going back to the real estate brokers and asking them to switch companies based on my experience. Finally we intend to share our experience on social media to make others aware of the service issues.

Desired Settlement: Do what they get paid to do by their customers. Follow through and communicate to the people like me who allow you to get paid every Friday.

Business Response:

Dear Better Business Bureau,

Please find our attached business response for Mr. ******* *********, CID ********* Thank you for allowing Customer Relations the opportunity to provide you with this information.

Respectfully,

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

Team Manager, OneGuard Customer Relations

6/16/2016 Problems with Product/Service
6/14/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I've had a home warranty plan with One Guard for a couple of years. For almost the same amount of time I've had service/warranty/contractual issues. My free standing ice maker stopped making ice. As per the agreement, I contacted One Guard and filed a claim/service request. Every since my first claim over two years ago, I have filed numerous claims to have my ice maker repaired or replaced. In addition, to paying a monthly plan fee, I have to pay for every service c*** at $65/visit. The ice maker NEVER works more than two weeks. I've also had to c*** the fire department because it gets so hot that it makes my granite countertops hot to the touch? Bad for me, profitable for One Guard. Even their technician said " this is way too hot, you should unplug it until it's repaired, because it can cause a fire". I've repeatedly advised One Guard of the severity of the malfunction. Fast forward to 2016. I currently have another claim open, but I am now being forced under duress and intimidated to ***ow a One Guard technician to remove my ice machine and take it to an undisclosed location to try and repair it. This will leave my kitchen aesthetic***y unappealing and I work from home. The amount I have spent on service fees alone could have paid for a new one as well as the my time and money they've spent on parts and paying *** the hourly technicians. Dawn advised that if I did not ***ow them to remove my ice machine, she will close my claim.

Desired Settlement: To either replace my free standing ice machine with a like or better model OR refund me the equivalent of the annual cost of my plan.

Business Response:

Dear Better Business Bureau,
Please find the attached letter regarding CID ******** for ***** *****. Please let us know if you should have any questions. Thank you again for your time and consideration.
Regards,
Jacqueline H***
Customer Relations Specialist II
###-###-#### EXT ****

Consumer Response:

The response, from One Guard is a combination of a generic, canned response and deliberate smoke and mirrors. I have been more than patient in this matter. I have made more than reasonable attempts to afford them numerous opportunities to assess the problem(s) with  my stand alone ice maker. I have invested enough of my time and money. I'm not asking for anything I'm not due. I have been dealing  with same issue for way too long. I have the dates and names of the people I have spoken  to. This situation far exceeds "reasonable and customary" time to repair or replace said ice maker. I obviously like the warranty plan, as I have renewed the plan. However, the runaround I have gotten seems like a way to avoid replacing it. Reps tell me they will c*** me back and don't. I ask one question and get 3 answers and  other frustrating actions. Between July 2015 and March 2016 alone I have had numerous communications with them and to date my ice maker is still nonfunctional. I have the recorded calls and notes I've taken to refute their stance that they " have always acted in good faith and within the parameters of the service agreement in our efforts to serve the homeowner. OneGuard Authorizations and Customer Relations have made several attempts to talk with the homeowner directly to work through the situation and offer our assistance. The homeowner is holding up the process by not allowing us the opportunity to assess the unit". Why would I continue to follow their claim policy procedures only to get the same lackluster respone. How many times am I supposed to let them "assess the unit"? The amount of time and parts replaced,  the ice maker could have been rebuilt. Instead, One Guard chooses to 'place a band aid over a wound method' instead of doing the right thing which is replace the item. It's clearly not a monetary issue, based on my homes aesthetics.  I take great care and pride in my home, which includes my appliances. 

 

Business Response:

May 6, 2016

***** *****
15415 N 45th Street
Phoenix, AZ 85032

RE: OneGuard Second Business Response CID ********

Dear Better Business Bureau,

Please accept this as our second business response for the complaint lodged by ***** ***** regarding the freestanding ice maker. Please be assured I have personallyy spoken directly with Ms. ***** on many occasions, as well as several other OneGuard representatives, in an effort to help and specifically address her concerns. In addition, I spoke to her while she was accompanied by her attorney on the phone since she origin***y lodged the complaint with BBB, and continued to assist her. During the phone conversation, she agreed to allow a service contractor return to the home to assess the unit, and I
created a work order on her behalf to move the process forward. Please note when the technician got to the home, she turned him away. Ms. ***** is not allowing us the
opportunity to assist her. We have always and continue to accommodate her requests for
service, while providing much value and benefit to her through the warranty and completing repairs as needed for a variety of claims.

Ms. ***** is demanding that we replace the freestanding ice maker. However, she is refusing OneGuard the opportunity to have a service contractor assess the unit. We have attempted to send contractors to her home for service on several occasions, that she has either not been present for the appointment, kicked off the property during the visit, or outright turned the technicians’ away. We take a prudent approach, assess the unit to determine if or what the breakdown is, and determine whether to replace or repair. In order to make a determination, our service contractors must perform a professional diagnosis.
Our efforts to make this assessment are not being permitted. In addition, Ms. ***** has not provided OneGuard or BBB with documentation to show the unit is not working and requires replacement.

To reiterate the steps we have taken:

On March 1, 2016, Ms. ***** contacted OneGuard stating the ice maker was overheating and not producing ice. The contractor recommended replacing the evaporator coil in the unit to successfully complete the repair, and OneGuard authorized the repair.

On March 19, 2016, Ms. ***** called OneGuard again stating the unit stopped working and was overheating. The service representative forwarded the work order back to the original contractor to return to the property to assess, and this is where Ms. ***** stopped the process as described above.

We stand firm that we are acting with reason, diligence, within the parameters of the service agreement, and good faith in our attempts to serve her. The service contractor has not determined the presence of a covered breakdown. According to the terms of the service agreement, determination of whether to repair or replace a covered item is at the sole discretion of OneGuard. In this specific situation, repairs cannot be authorized or performed when the unit is not experiencing a breakdown. Until we receive confirmation from the appliance contractor stating a mechanical part or component has failed, there are no items to repair or replace.

In closing, Ms. *****’s OneGuard service agreement expires on May 18, and we want to work through the situation with her. Therefore, we are asking her again to please ***ow us the opportunity to assess the unit in order to determine if a breakdown is present, and then take next steps as necessary.

Thank you for your time and consideration. Please feel free to call me directly with any questions.

Sincerely, Jacqueline H***
OneGuard Customer Relations
P: 623.552.****




 

 

6/11/2016 Problems with Product/Service
6/10/2016 Problems with Product/Service
5/1/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Over a month ago, our washer began throwing error codes. We contacted One Guard and they sent out company to address the issue. After 6 visits to our house (between two different companies), a replaced pump, cleaned lines and new sensor, our washer still continues to throw error codes. On a recorded call, One Guard assured me that if the issue was not resolved after visit # 6, our washer would be replaced or we would be cashed out so we could get a new unit. Rather than honoring their word, they now want to send out 3rd company for another opinion. We've had to adjust work schedules, escalate, wash our clothes at the laundry mat and still do not have an acceptable solution to the problem. It is unfortunate, inconvenient and unethical to promise something and not deliver. It is unacceptable to have an issue drag out this long and expect some to be ok with another opinion as the only solution.

Desired Settlement: One Guard should cash us out for the value of the washer so we can replace the unit ourselves.

Business Response:

Dear Better Business Bureau,

Thank you for the information and allowing Customer Relations the opportunity to respond. Please be assured I have been in direct communication with Mr. ***** and also actively involved with his claim. Since lodging the complaint with BBB, Mr. ***** called to advise the washer is working and no longer displaying error codes. If he begins to experience any issues with the unit, I asked him to please call me right away and I will make arrangements for our contractor to return to the property. Please know we sincerely appreciate Mr. *****'s patience throughout and apologize for the frustration he has endured with his claim.

Thank you again and please let me know if you have additional questions.

Warmest regards,

Samantha M******

Team Manager, Customer Relations

Direct: ************

4/8/2016 Problems with Product/Service
1/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am a Realtor and have referred One Guards Home Warranty to clients. However, this time I purchased a Home Warranty and paid extra to add a Pool/Spa Warranty. The issue I have is with the Pool/Spa Warranty. After the home was purchased I contracted Arizona Pool Rangers and Ace Pool Company and together they both brought the pool and spa into working condition. We also pay for weekly maintenance with Arizona Pool Rangers. These companies fixed everything on the inspection report except the unreadable display on the pool/spa heater and the ozone generator which we left disconnected on the advice from both pool companies. On August 28, 2015 we contacted One Guard about a broken spa valve. We included the receipts from both pool companies that showed we brought the pool into good working condition p. They sent out a contractor who said the heater is actually broken and confirmed the broken valve. One Guard denied the claim to fix the broken valve because we did not fix the broken display on the pool/spa heater and ozone was not connected. Our call was only for a broken spa valve! They also said that going forward they would not fix anything on the pool/spa unless we fix the now completely broken heater and connect the ozone and fix the broken valve. The heater and ozone disconnect has nothing to do with a broken valve per both of my own pool contractors. They did not call any of our pool contractors even though I asked them to. It has now been over three months. I have repeatedly asked for a report and estimate from their pool contractor that came to our property that they have failed to give me. I have asked for a refund of my pool/spa warranty which they agreed and still have not received after two months. I am appalled at the lack of customer service I have received from this company and the lack of integrity in dealing with contract issues. Our initial phone call was only for a broken valve for goodness sake.

Desired Settlement: I have tried to avoid contacting the BBB and work this out amicably however, after nine emails and five phone calls in four months I am asking for a TOTAL refund of the ENTIRE portion of the price paid for my Pool/Spa Warranty paid to me before the end of 2015.

11/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a warranty plan from this company for our home back on May 9, 2015. On June 14th our A/C stopped running cool. I contacted them to have someone come out and find out what was wrong. They sent ******** *** out on June 17th and he told me there was a small leak and that One Guard will not fix it because it is pre-existing. One Guard had me purchase a pre-existing policy so I called them and told them this information. They said this occurred before my policy took place. This information was incorrect and I asked them to send them out again and check to see if the system held the pressure as I called another A/C place and they said that this is always the procedure to see if the system holds the pressure. They sent ******** *** back out two days later and the system did not hold the pressure so ******** *** put the system to full Freon and air per One Guard to see if it held the leak and they said it was still a small and that they couldn't find the leak and that One Guard would not take care of it. **** at ******** *** then told me that I could pay him to put leakstop in the unit and I would have to purchase the freon which is expensive because they don't make it anymore. I declined and said that is what my warranty is for. I called One Guard and asked them what is the purpose of them having me get a pre-existing policy and also having them take my money every month if they aren't going to fix it. She told me that we were on our own and that since ******** *** said it's pre-existing they won't cover it. A good friend of mine gave me ******* ***** ******* number and he came out on June 22nd and said it didn't hold a charge at all and that he found a large leak in the line set in the wall. I told them that ******** *** came out and said it was a small leak and wanted me to pay them to put leakstop as well as freon in the system. I also told them that One Guard said that this was pre-existing. *** told me that this wasn't pre-existing and that if ******** *** would have checked this properly they would have found the major leak and that this should be covered by my warranty. I contacted One Guard and told them this and they said they would review it. I asked them to speak to *** as I found out that this company also is one of One Guards major contractors. She told me she would speak to him and they would review this and decide whether or not they want to reimburse me. That was on June 26th. It is now June 28th and I called them because she told me I would have an answer in 30 days. *** just called me back and told me they didn't contact *** and that they stand by ******** ***'s diagnosis and they will not reimburse me. I told her this was wrong and that they should reimburse me and that I felt they are dishonest. I also asked her who is to say that something else doesn't go wrong and they say it's pre-existing again and won't cover it with my pre-existing coverage. I am very disappointed with this dishonest company.

Desired Settlement: I want to be refunded my monthly payments that were made to One Guard a total of $263.96 and I want to be reimbursed the money I had to pay *** of $855.69. This has been a huge headache not to mention very stressful to my family and myself and I don't want anyone else to have to go through this.

Business Response: Re: OneGuard Home Warranties Business Response for CID ********

Dear Better Business Bureau,

Thank you for allowing OneGuard Home Warranties the opportunity to explain why the homeowner’s claim for the air conditioning system is not covered under the OneGuard service agreement due to the breakdown being the result of non-normal wear-and-tear conditions. A careful analysis has been conducted and this letter will explain why the claim is not being covered by OneGuard Home Warranties.

The Customer Relations team reviews the nature and cause of the issue the homeowner is experiencing, and will do everything possible to assist with a positive outcome. Please know we are required to follow the parameters set forth in the service agreement, and favor on the side of our customers when the situation is unclear.

Here is a review of the specific events in relation to the claim and what led to our ultimate decision. Please note, the warranty went into effect on May 19, 2015. 

On June 15, 2015, the homeowner contacted OneGuard Customer Care to report her air conditioning system that services the basement was blowing hot air, and advised there were two additional units for the home which were functioning. The representative established a work order on her behalf.  

On June 17, 2015, the service technician called OneGuard’s Authorization team to provide the following diagnosis: The air conditioning unit that services the basement was disconnected at both the outdoor condenser unit and the air handler located inside the home. The technician suspected that someone may have looked at the unit prior to his arrival based on its condition. Additionally, the system was be completely depleted of Freon, and he was unable to locate a leak with the unit was in this state. He also discovered a missing cap for the service valve. There were no signs of dried oil or refrigerant residue to indicate Freon was leaking from the valve. In order to further diagnose the system, the technician added R-22 nitrogen to test the pressures, and confirmed the unit was holding the pressure but noted there may be a small leak within the system. Because the unit was completely empty of Freon, the technician determined the leak was going on longer than the warranty was in effective, and the leak was pre-existing.  

All of the information was taken into consideration by OneGuard’s Authorization team: The professional diagnosis by the service contractor, the current condition of the air conditioner unit, as well as the effective date of the service agreement. The Authorization team determined the issue did not occur within the active period of the policy. The unit was not in good working condition prior to the setup of the warranty and the breakdown was not covered. According to the terms of the service agreement, OneGuard requires that covered items are in good working condition at the start of the home warranty, and repairing the leak would be the responsibility of the homeowner. 

On June 17, 2015, a representative from OneGuard’s Authorization team spoke with the homeowner to discuss the claim. The representative explained the leak in the refrigeration lines existed prior to the effective date of the home warranty, and the claim would not be covered. She also explained that the policy was less than 30 days old, and the pinhole sized leak in the system would have been detected during an inspection using a thermal device. Additionally, it would have taken longer than 30 days for the system to lose all its refrigerant. The homeowner expressed her dissatisfaction with the outcome and her interaction with the contractor, requesting to speak with a supervisor. The representative forwarded the request to her supervisor to review the claim and follow up.

On June 17, 2015, the Authorization supervisor contacted the homeowner to discuss the claim. The homeowner requested to have the contractor return to try and locate the leak since he did not do so on his initial service call. The supervisor advised she would contact the contractor and follow up with her the following day.  

On June 18, 2015, the Authorization supervisor spoke with the service contractor and asked for the technician to return to the property to reassess the system for leaks. Upon his second visit, the technician determined the unit had lost about 10 pounds per square inch (PSI) of pressure from the previous day, which confirmed the unit was leaking. He did not detect leaks in the condenser or evaporator, and concluded the leak was in the line within the wall. Please note, OneGuard does not cover repairs for leaks located in lines that are inaccessible. He reiterated that the system had no pressure and was depleted of Freon since his initial service call. In his opinion, the leak was in effect longer than 30 days and if a mechanical inspection were performed, the issue would have presented itself. To verify, OneGuard sought the opinion of another HVAC contractor to obtain a second opinion diagnosis. The second opinion contractor also confirmed the findings, advising the system would not have functioned properly during an inspection.

On June 22, 2015, the Authorization supervisor contacted the homeowner to confirm the information. She explained the breakdown was determined to be pre-existing and not covered by OneGuard. The homeowner did not believe the breakdown was pre-existing and asked to speak with someone else. The supervisor sent her request to the Customer Relations team to perform a detailed review of all of the information and follow up with the homeowner. 

On June 22, 2015, the Customer Relations supervisor contacted the homeowner to confirm the claim was denied due to the pre-existing breakdown. The homeowner understood the information. However, she was concerned that the contractor did not isolate each component of the system to search for the leak. Please note, the contractor confirmed he did isolate both the condenser and the evaporator, and was did not detect a leak on either unit. His equipment did not detect a refrigerant leak because the system was empty for a covered. According to the terms of the service agreement, OneGuard requires that covered items are in good working condition at the start of the home warranty, and repairing the leak would be the responsibility of the homeowner. 

On June 17, 2015, a representative from OneGuard’s Authorization team spoke with the homeowner to discuss the claim. The representative explained the leak in the refrigeration lines existed prior to the effective date of the home warranty, and the claim would not be covered. She also explained that the policy was less than 30 days old, and the pinhole sized leak in the system would have been detected during an inspection using a thermal device. Additionally, it would have taken longer than 30 days for the system to lose all its refrigerant. The homeowner expressed her dissatisfaction with the outcome and her interaction with the contractor, requesting to speak with a supervisor. The representative forwarded the request to her supervisor to review the claim and follow up.

On June 17, 2015, the Authorization supervisor contacted the homeowner to discuss the claim. The homeowner requested to have the contractor return to try and locate the leak since he did not do so on his initial service call. The supervisor advised she would contact the contractor and follow up with her the following day.  

On June 18, 2015, the Authorization supervisor spoke with the service contractor and asked for the technician to return to the property to reassess the system for leaks. Upon his second visit, the technician determined the unit had lost about 10 pounds per square inch (PSI) of pressure from the previous day, which confirmed the unit was leaking. He did not detect leaks in the condenser or evaporator, and concluded the leak was in the line within the wall. Please note, OneGuard does not cover repairs for leaks located in lines that are inaccessible. He reiterated that the system had no pressure and was depleted of Freon since his initial service call. In his opinion, the leak was in effect longer than 30 days and if a mechanical inspection were performed, the issue would have presented itself. To verify, OneGuard sought the opinion of another HVAC contractor to obtain a second opinion diagnosis. The second opinion contractor also confirmed the findings, advising the system would not have functioned properly during an inspection.

On June 22, 2015, the Authorization supervisor contacted the homeowner to confirm the information. She explained the breakdown was determined to be pre-existing and not covered by OneGuard. The homeowner did not believe the breakdown was pre-existing and asked to speak with someone else. The supervisor sent her request to the Customer Relations team to perform a detailed review of all of the information and follow up with the homeowner. 

On June 22, 2015, the Customer Relations supervisor contacted the homeowner to confirm the claim was denied due to the pre-existing breakdown. The homeowner understood the information. However, she was concerned that the contractor did not isolate each component of the system to search for the leak. Please note, the contractor confirmed he did isolate both the condenser and the evaporator, and was did not detect a leak on either unit. His equipment did not detect a refrigerant leak because the system was empty for a 


A. COVERAGE OVERVIEW (page 2 of 6)
1.In accordance with the terms and conditions of this residential service contract, OneGuard Home Warranties will repair or replace your selected covered items so long as they:
a. Are in good, safe working order and correctly installed at the premises on the effective date of this warranty contract.
6. Coverage includes only the items stated as covered and excludes all others. Coverage is subject to limitations, exclusions, and provisions specified in this contract.
F. HOMEGUARD COVERAGE (page 3 of 6)
3. AIR CONDITIONING & HEATING SYSTEM
COVERED: Electric central air conditioning systems, gas or electric central heating systems, heat pumps, and all mechanical parts thereof including: condenser*, evaporative coil, air handler and detached drain lines, ducted electric wall air conditioners, metering device (evaporative coil piston and thermal expansion valve), leaks in accessible refrigerant lines, evaporative coolers, baseboard heaters and radiators. 
G. OPTIONAL ITEMS (page 5 of 6)
UNDETECTABLE PRE-EXISTING CONDITIONS COVERAGE COVERED: When this option is selected and premium is paid, failures of covered items caused by unknown pre-existing conditions are covered so long as the mechanical failure was a result of normal wear-and-tear and would not have been detectable by a simple visual inspection and/or by operating the system or appliance.
Note: Known problems or defects that existed on the effective date of this service contract are not covered by this option. The contract holder must have known pre-existing defects correctly repaired by a service contractor and provide OneGuard any paid invoices evidencing the repairs before the defective item can be covered by this residential service contract.
H. LIMITATIONS OF LIABILITY (page 5 of 6)
This residential service contract is intended to cover the costs to repair or replace your covered home systems and appliances when they fail due to normal wear-and-tear; however, coverage is not all inclusive. There may be situations in which you will be responsible to pay additional costs for parts or services not covered by this residential service contract. In those cases, we will work with you to determine the best course of action to reasonably minimize your out-of-pocket-costs. 
1. General Exclusions. This contract does not cover: 
a. Known defects that existed on or before the effective date. Unknown pre-existing conditions are not covered by this residential service contract unless 
 (2) The pre-existing defect or malfunction would not have been detectable by visual inspection and a simple mechanical test. 
(3) The defect or malfunction occurred as a result of normal wear-and-tear. The residential service contract holder must have all known pre-existing breakdowns and defects correctly repaired by a service professional and deliver to OneGuard any paid invoices evidencing the repairs before the defective item can be covered by this residential service contract.
d. Breakdowns that are caused by any condition that is not considered to be normal wear-and-tear such as but not limited to:
(6) Manufacturer or builder defects.
2. Access Limitations: 

a. Except as noted under "Limits", OneGuard is not responsible for providing access or closing access to covered items. 
b. OneGuard is not responsible for costs of restoration of any wall or floor covering, cabinets, countertops, tile, stone, brick, paint, or the like.

In closing, OneGuard Home Warranties has denied the claim for the homeowner’s air conditioning system due to the damage to refrigerant line from non-normal wear-and-tear, and the cost to fix the leak was the responsibility of the homeowner. OneGuard respectfully requests for Better Business Bureau to close this complaint. Thank you for allowing OneGuard the opportunity to provide you with this information. We sincerely hope it helps.

Regards,

********** ****
Customer Relations Specialist I
OneGuard Home Warranties
P: ###-###-####


 


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,

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

 

I do not agree with the statements from One Guard.  In regards to the unplugging of the unit, I told **** at ******** *** Conditioning that my husband unplugged the air handler as well as the out door unit because it was blowing hot and it had a smell to it.  We were concerned of a fire and when they couldn't come out right away, we didn't want this to occur with our children in the basement.

Secondly, the next day when******** *** came back to check to see if our unit kept it's pressure, it did not and he said that a 10PSI leakage was small and that he still could not find the leak.  I then had *** come out on 6/22/2015.  They were recommended by a friend because it was blistering hot in our basement where our children had to sleep.  When *** came out they found the leak right away in the wall with his Freon device monitor and when he moved the hose that went into the wall he could hear it making a hissing sound for the leak.  He said the unit was completely drained from what ******** *** had put in.  He said this wasn't normal and when I told him that ******** *** said that 10 PSI was a small leak, he told me that it was actually a huge leak for it being in the unit for one day.  I told *** that One Guard said it was pre-existing because the unit had zero Freon.  I had also asked him how this would be possible when we had cool air coming out of the vents the week before.  He said it isn't possible and the unit wouldn't have worked at all with zero Freon.  

 

On June 25, 2015 *** came out and fixed the leak he said with the vibration of the unit over the years it had hit the tip of a nail.  He said this isn't something that a home inspector could have found.  With us purchasing a pre-existing condition package along with our warranty this should be covered and paid for by One Guard.  I have now been fighting with them to do what is right and pay for the costs of my A/C. 

I have read so many complaints against One Guard.  Especially when it comes to air conditioners.  They want your monthly payments but when it comes to fixing anything they deny their claims.  Just like they did in our case.  This is ridiculous.

 

Sincerely,

 

********* and *** *****

Business Response:

Dear Better Business Bureau,

Please find our second business response for ********* *****, CID ********. Thank you for your time and consideration.

 

September 14, 2015

********* *****
***** * ********* ******
Queen Creek, AZ 85142

Re: OneGuard Home Warranties Second Business Response for CID ********


Dear Better Business Bureau,

Thank you for the additional information and allowing OneGuard Customer Relations the opportunity to review the homeowner’s claim again in its entirety. Please be assured we have conducted a thorough review of all the information related to the HVAC claim and we sincerely regret the homeowner’s dissatisfaction with the decision. OneGuard has determined that the breakdown the homeowner was experiencing was in effect prior to the effective date of the home warranty. In addition, the breakdown was not the result of a normal wear-and-tear breakdown due to a nail that punctured the refrigerant line. The homeowner has since paid for the repairs to be completed outside of the OneGuard service agreement by a long-term service contractor of OneGuard, who is very well-versed in OneGuard’s coverage, and who has also explained to the homeowner why the breakdown was not covered by OneGuard. Please note, we previously provided a copy of the invoice to BBB the homeowner received from the contractor which states, “Leak was from the tip of a nail.” 

The contractor who originally assessed the unit that services the basement on June 17, 2015, found the unit completely depleted of Freon. The technician noted the unit was also missing a service valve cap although he did not see oil residue indicating a leak. He did not find a leak in the condenser or evaporator coil, advising there was the possibility of a pinhole leak. He added one pound of Freon and returned to the property the following day to find that the Freon was depleted. He also advised that if he could not locate a leak through the indoor air handler or outside condenser, then a leak was most likely located in the line set. The OneGuard service agreement does not cover to locate leaks. Therefore, the homeowner paid outside of the warranty to find where the leak was coming from. Based on his professional diagnosis, the service technician advised OneGuard that the leak was present longer than a month, meaning it was in effect prior to the warranty start date, which was May 19, 2015. 

Please note, at the time of purchase for the warranty, the homeowner had the option of having a home mechanical inspection completed by OneGuard which she declined. If the homeowner would have chosen the option, our inspector would have checked all the major components of the home to ensure they were in working order. It is in OneGuard’s opinion that the temperature split or a simple mechanical inspection for the unit that services the basement would have revealed deficiency requiring further evaluation by a qualified tradesperson in the industry. The homeowner established the warranty to pay the premiums on a monthly basis and cancelled the warranty as of July 28, 2015. 

We have spoken with the owner of the air conditioning company that completed the repair outside of the service agreement at length regarding the homeowner’s situation in an effort to ensure accuracy. The contractor is a long-term OneGuard service provider and a leader in the HVAC industry, and he advised the homeowner the claim would not be covered by the OneGuard service agreement. Several representatives with OneGuard have attempted to explain the information and coverage to the homeowner as well. The breakdown was the result of a nail in the line, which is not normal. In addition, the original contractor that was dispatched to the home discovered the unit that services the basement was completely depleted of Freon and that there was a leak in the refrigerant line. The homeowner provided access to locate the leak confirming the location of the leak and revealing the nail in the line, which resulted in the breakdown the homeowner experienced, and depleting the unit of Freon. 

The contractor and homeowner both have confirmed the leak in the refrigerant line-set was caused by a nail. A nail punctured and damaged the line and is not the result of a normal HVAC breakdown. In this case, the nail rubbing against the line is what caused it to leak Freon, and is not considered a normal wear-and-tear breakdown that occurs in an air conditioning system. OneGuard only covers mechanical breakdowns from normal-wear and-tear. Additionally, the unknown pre-existing conditions option protects homeowners as long as the failure was the result of normal wear-and-tear. The air conditioning system refrigerant lines are not designed to develop leaks, and in this case the nail rubbed the line and caused it to leak.

G. OPTIONAL ITEMS (page 5 of 6)
UNDETECTABLE PRE-EXISTING CONDITIONS COVERAGE COVERED: 
When this option is selected and premium is paid, failures of covered items caused by unknown pre-existing conditions are covered so long as the mechanical failure was a result of normal wear-and-tear and would not have been detectable by a simple visual inspection and/or by operating the system or appliance. Note: Known problems or defects that existed on the effective date of this service contract are not covered by this option. The contract holder must have known pre-existing defects correctly repaired by a service contractor and provide OneGuard any paid invoices evidencing the repairs before the defective item can be covered by this residential service contract.

In closing, the claim for the air conditioning system is not covered under the OneGuard service agreement due to the damage to refrigerant line from non-normal wear-and-tear. Additionally, the breakdown was in effect before the start date of the home warranty. Further, OneGuard will not reimburse for the cost to fix the leak. Thank you again for allowing OneGuard Home Warranties the opportunity to review the claim and provide additional information. We sincerely hope it helps and respectfully request for Better Business Bureau to close the complaint.


Sincerely,
******** *******
OneGuard home Warranties
Team Manager, Customer Relations
Direct: ###-###-####

11/24/2015 Problems with Product/Service
11/4/2015 Problems with Product/Service
10/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We put in a service request for the repair of our dishwasher on Sept 7th 2015 under our home warranty contract with One Guard. One Guard sent out their first contractor who changed the control board after two service calls and found that the unit was not functions. Contractor came back a third time to change the pump and was unable to repair the unit and recommended replacing the unit. One guard brought in a second contractor for a second opinion who made us take pictures on our cell phone and apparently reported that there were foreign objects- toothpicks that caused the failure. One Guard did not honor their commitment to repair or replace the unit under our warranty agreement. They lied about the unit having failed due to normal wear and tear.

Desired Settlement: Repair or replace the dishwasher

8/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Two days after moving into our house the garbage disposal froze up. My husband, who is a general contractor, was able to unfreeze the disposal. Upon his work, he noticed the rust and obvious disrepair of the disposal. The garbage disposal worked for a couple of days, and after light to regular use, froze up again. Again, my husband worked on the disposal to set it free. After the third time of the disposal freezing up, he said I needed to call the home warranty company because the disposal needed replaced. We figured we had already paid for the warranty, so we had the right to utilize the services. On July 27, 2015 ******* Home Services came to the house to look at our faulty garbage disposal. They were contracted by One Guard Warranty services. When the ******* representatives arrived, the worker asked to see a copy of the home inspection. First of all, I told the woman I scheduled the appointment with that the disposal was working at the time of the inspection. She never said she would need a copy of the inspection, which we paid for. If home guard wants to cover my home, they should pay for the inspection if they require it to complete repairs. Regardless, they began working on the disposal. They banged it with a screwdriver, denting the steel rim in the sink. After several minutes of shoving a screwdriver into to disposal, they turned it on and the disposal ran. Just as it had after my husband underwent the same type of quick fix , although my husband took much more care than the ******* representatives did. The remedy seemed to be sufficient for the worker. My husband expressed his dissatisfaction and asked to speak with someone in charge. He was told that if the disposal was working because of the “repair” it would not be replaced. When my husband questioned the state of the disposal, and referred to our experience thus far, along with the rust, we were told the following. Well, if the house was vacant when you bought it, the people must have been gone for a while and that’s probably why the disposal rusted. That is a completely moot point. The warranty covers the home after we take ownership. I do not care what happened in the years prior to us owning it, and that should also not be a factor when it comes to the warranty. That’s why we purchased the warranty. I feel I am completely being taken advantage of. I have paid for a service. I have a defective garbage disposal that needs replaced. I do not have the luxury of taking more days off work to have people come to the house for 5 minutes, to bang up the disposal so that it works for 1-2 days. I will be filing a formal complaint with the AZ Registrar of Contractors, and will be warning everyone I can of this warranty scam. By the time I pay for more people to come up and bang up my sink and faulty disposal, I could have purchased a much better replacement.

Desired Settlement: I want my garbage disposal replaced, and following the replacement I would like to cancel my warranty service and be reimbursed a pro rated amount of the service I paid for that began on July 16, 2015

Business Response: Dear Better Business Bureau,

Thank you for the information and allowing OneGuard Home Warranties the opportunity to respond and address the homeowners’ concerns. Please know our number one priority is to provide a level of service that exceeds customer expectations, and we sincerely regret the level of frustration they have endured with their claim. We have spoken directly with the homeowners and believe we have amicably resolved the situation. The OneGuard Account Executive that services their area has made arrangements for the service contractor to return to the property to replace the garbage disposal at their request. The homeowners’ have also expressed that they no longer wish to cancel their OneGuard home warranty, and have the contact information of a supervisor in our Customer Relations department if they need additional assistance. The Customer Relations team will ensure the claim is successfully completed and positive closure is achieved. 

OneGuard Home Warranties respectfully requests for Better Business Bureau to closed this complaint ‘Resolved.’ Thank you again for allowing OneGuard the opportunity to review this information. We sincerely hope it helps. 

Consumer Response: 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,

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

 

8/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a home through **** ****** and the realtor pushed OneGuard as the best home warranty to purchase due to their "No fault coverage" which states that as long as I got a home inspection that all pre-existing conditions would be covered such as rust & corrosion lack of maintenance, improper installation & repairs and mismatched equipment. On Sunday the 19th my AC quit working so I contacted OneGuard, they sent someone out on the 20th. The contractor wanted $785 to clean the coils & at that time I was told that it was not covered under my contract. As to date I have had five contractors out and three of them would not clean due to corrosion and age of the coils. The main issue here is that One Guard will not cover the problem. I did receive a phone call last night from a employee of OneGuard stating well they would pay $375 towards the bill, that is not what the contact states.

Desired Settlement: OneGuard needs to pay for all charges that it takes to fix my furnace and reimburse me for the service fees I have incurred. I also have a medical condition that I take medication for that cost $8,000 each month, the drugs have to be kept at room temperature not to hot and not to cold today I will be contacting the pharmacy which is located back east to see if I should even be taking my drugs. I am so new to the area I have only been here going on three weeks that I don't have a doctor here yet

Business Response: Thank you for the information and allowing OneGuard Home Warranties the opportunity to respond and address the homeowner’s concerns. Please know our number one priority is to provide a level of service that exceeds our homeowners’ expectations and we sincerely regret any frustration she endured with her claim. Please note, the home warranty covers for mechanical breakdowns, and in this situation no mechanical breakdown was detected with the air conditioning system. We believe we have reached an understanding with the homeowner regarding her existing warranty coverage and the problem she was experiencing with the air conditioning unit, and in a follow up conversation she advised OneGuard she is replacing the system at her own expense.  

The homeowner called OneGuard due to the unit not cooling. When the service contractor assessed the system, he determined the indoor evaporative coil was impacted with debris, which constricted air flow through the system. The evaporative coil appeared to be intact with no visible breakdowns or Freon leaks, and in order to perform a proper diagnosis and full evaluation of the system, the technician advised the coil would require cleaning, and believed that a professional cleaning would allow air to flow through the system as it should. Please note, cleaning of the coils and maintenance are not covered under the OneGuard service agreement and would be the responsibility of the homeowner. The OneGuard Account Executive that services the homeowner’s realtor offered to pay $375.00 towards the coil cleaning to help offset the expense, and her realtor offered to pay the other half, which the homeowner accepted. 

The service technician returned to the property and successfully cleaned approximately 25% of the coil, and cooling was restored to the home, which was a good indication that a full cleaning was what was needed to allow the cool air to flow freely through the system. If the coil were to fail during the cleaning, OneGuard would have covered the cost to repair under the service agreement. The homeowner asked the technician if she could apply the funds that were offered to her by our Account Executive and her realtor, towards a new system, rather than complete the full cleaning, and the technician told her that would be acceptable. At that point, the homeowner made arrangements with the service contractor to move forward with replacing the system, and would take place on Tuesday, July 28.  

A supervisor from OneGuard’s Customer Relations placed a follow up call to the homeowner to obtain a status of the cleaning after the technician left the property. During the conversation, the homeowner advised that she planned on living in the home for several years and made the decision to replace the unit with the understanding that OneGuard would not be covering the expense.  

In closing, the air conditioning system was not experiencing a mechanical breakdown and required cleaning to clear the coils from debris and allow for air to flow through the system. We have followed up with the homeowner directly, and she has decided to apply the funds from OneGuard and her realtor towards a new unit and understand OneGuard would not be covering the expense. 

Thank you for again for allowing OneGuard Home OneGuard Home Warranties the opportunity to respond to this complaint. We sincerely hope this information help and respectfully request for Better Business Bureau to close this complaint as ‘Answered.’

Sincerely,
******** *******
Customer Relations Manager
OneGuard Home Warranties

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: Thank you for the additional information allowing OneGuard Home Warranties the opportunity to review the homeowner’s complaint again in its entirety and further respond. Please know the Customer Relations team has conducted a thorough investigation of the circumstances surrounding the complaint. We have analyzed the entire timeline and details of the claim, and consulted with OneGuard’s Authorization’s department, management team, and the service contractor to verify information and ensure accuracy. We have also followed up directly with the homeowner’s realtor and she is aware of the outcome. 

The key element in this situation is “breakdown.” According to the terms of the service agreement under No Fault coverage, mechanical breakdowns are covered. However, the air conditioning unit was not experiencing a breakdown. No breakdown was in effect. The coils were impacted with debris, and the professional cleaning that was performed proved that proper cleaning would allow air to flow through the unit and cool the home as it should. Further, the homeowner accepted our funds to apply towards a new unit which she advised OneGuard was her own decision. 

Please find the excerpt taken from the homeowner’s service agreement to help further explain our position:

F. **** ****** BROADFORM COVERAGE
1. NO FAULT COVERAGE COVERED: This residential service contract covers breakdowns caused by unknown pre-existing conditions such as 1) insufficiently maintained systems, 2) rust or corrosion, 3) mismatched systems, and 4) improper installation or repair so long as the mechanical failure was not known, would not have been detectable by a state certified home inspection or a OneGuard mechanical inspection, and was not caused by the contract holder. NOTE: The No Fault Coverage is intended to cover unknown pre-existing conditions caused by the previous owner. For purposes of determining whether a breakdown was caused by an unknown pre-existing condition, we will accept a state certified home inspection or a OneGuard mechanical inspection as proof that the problem was unknown so long as the inspection was performed on the defective covered item and completed within 90-days of the effective date. This coverage is not intended to take responsibility for normal maintenance and proper use of appliances and equipment by the contract holder. The contract holder must have all known pre-existing defects correctly repaired by a service professional and deliver to OneGuard any paid invoices evidencing the repairs before the defective item can be covered by this residential service contract. This coverage also does not cover undersized systems.

2. AIR CONDITIONING & HEATING SYSTEM NOT COVERED: Window units, portable units, chiller systems and chiller components, boiler systems, gas a/c systems, systems that require R-500 or R-12 refrigerants, solar heating, geothermal units, oil or diesel heating systems, fireplaces and key valves, cable heat, oil storage tanks, humidifiers, standard or electronic filters, electronic air cleaners, computerized HVAC management systems or zone controllers, flues and vents, transitions, roof jacks or stands, maintenance, cleaning, problems caused by dirty and/or clogged coils, inaccessible coil lines, condenser casings, baseboard casings, deionizers, pre-coolers, nonducted wall units, condensate pans, condensate line stoppages, water.

We have also provided a copy of the phone conversation between the homeowner and our Customer Relations supervisor where the homeowner advised she decided to apply the funds that were offered to her, and replace the unit. The supervisor also provided the homeowner with her direct information if she needed additional assistance. 

In closing, the homeowner’s air conditioning system was not experiencing a mechanical breakdown and cleaning the coils to clear the debris for air to flow through the system was required, and not covered under the service agreement. Lastly, we have followed up with the homeowner directly, and she has decided to apply the funds she accepted from OneGuard and her realtor towards a new unit, with the understanding OneGuard would not be covering the expense. 

Sincerely,
******** *******
Customer Relations Manager
OneGuard Home Warranties

7/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Placed service call on Friday June 19th, heat warnings were in affect for 116 degrees. They had no vendors available for 4 days in the heat. They air was not fixed until Monday June 21st. No emergency or priority service for extreme heat conditions. No hotel or temporary air offered since they were unable to provide services in a proper amount of time. We had food spoil, had to purchase a window air conditioner, we have pets and kids with over 100 degree temps in our home. I begged and pleaded to warranty company to send someone else, they refused. The vendor never called me on the following Monday. I contacted the vendor and was given a window time of 9-11am, no calls from vendor were ever made to me. After 6 more calls by the warranty company and I, vendor got to our home at 4:30pm, far from the am window time given. We were left to deal with the situation on our own and hadcto pay for this service?!

Desired Settlement: Refund for service fee, window air conditioner and spoiled food since they could not provide service in an acceptable amount of time. Horrible and inhumane conditions we were left in and no one cared. Emergency and priority service available for paying customers in extreme heat conditions.

Business Response:

Dear Better Business Bureau,

Thank you for the information and allowing OneGuard Home Warranties the opportunity to look into this. Please know we have spoken directly with the homeowner and believe we have amicably achieved a positive outcome. We have reimbursed the homeowner in the amount of $151.79 and she has accepted, and she should receive the check within the next ten days.

OneGuard respectfully requests for Better Business Bureau to close this complaint 'Resolved." Thank you again for your time and consideration and please let me know if you need additional information.

Warmest regards,

******** *******
OneGuard Home Warranties
Customer Relations Manager
Direct: ###-###-####

6/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been a customer of OneGuard (formerly **********) for 15 years. I have never had this many issues with a warrantied item. We purchased a warranty with OneGuard when we moved into our new home in 2012. After being here a few months, there was a problem with our pool equipment (salt water cell). They had one of their contractors come out and determined it needed to be replaced. They really botched the installation and the system was leaking. OneGuard had to call out two other companies before they finally got the system to stop leaking. Then, less than a year later, we had additional problems with our pool equipment (the salt cell again). According to the technician that came out, the first contractor had replaced it with an older model, not very efficient salt cell. He also commented on the way the salt cell was installed stating it wasn't done very professionally. OneGuard once again had to replace our pool equipment because it wasn't working. This time they way they installed it. they left a very thin wire that has to go from the salt cell to the box hanging between the pool equipment (not buried underground or even secured to the wall, just hanging). This is not only a tripping hazard because it blocked the path to the pool equipment for servicing. I noticed that there was a red light on the box stating "no flow" so I called OneGuard and asked them to come out and look at it. When I called them, they told me they would be calling the company that installed it to come out and look at it since the system wasn't very old. When the company came out to look at it, they informed OneGuard that somehow the hanging wire was plugged into the wrong slot. They told us that it must have been us or our pool service company that did that so they were going to have to charge us $300 to come fix it and plug it into the correct slot. The company that came out was called ********* solutions. The technician from Clear Pool solutions told us that it was improperly installed, and that the wire should have been buried or at least attached to the wall. I called OneGuard to complain and told them that it didn't make sense to me that because the company that they hired to install the equipment for us improperly installed it that we would now have to pay $300 to have it properly installed. I even had to pay an extra $45 to have the wire buried to ensure that wouldn't happen again. When I spoke with ********* solutions, I asked about the improper installation that their technician mentioned. The woman taking my payment was incredibly rude to me. I was upset that I had to pay for something that I thought they had installed. She told me that they were not the ones to install it... I apologized but told her that is what OneGuard had told me- that they were going to bring out the original company that installed it. She was still rude to me after that. The installation of our salt water pool equipment has been botched multiple times by OneGuard's subcontractors, I am incredibly frustrated. I would like for OneGuard to pay for the repair since the repair was needed because it was improperly installed by the company they hired to fix my pool equipment.

Desired Settlement: I would like OneGuard to refund what I had to pay to ********* Solutions. The technician that they sent to my property to fix the issue from ********* solutions confirmed it was improperly installed... this is not just my opinion. *********'s technician told my husband that if they had installed it they would either have affixed it to the wall or buried it with PVC pipe. You don't just leave a wire hanging between the pool equipment when it's necessary to walk through that area to clean and service the pool equipment.

Business Response: Dear Better Business Bureau,

Thank you for allowing OneGuard Home Warranties the opportunity to explain why the homeowner’s claim for the salt water pool equipment is not covered under the OneGuard service agreement due to the breakdown being the result of non-normal wear-and-tear conditions. A careful analysis has been conducted and this letter will explain why the claim is not being covered by OneGuard Home Warranties.

The Customer Relations team reviews the nature and cause of the issue the homeowner is experiencing, and will do everything possible to assist with a positive outcome. Please know we are required to follow the parameters set forth in the service agreement, and favor on the side of our customers when the situation is unclear.

Please allow us to address the homeowner’s concerns regarding the salt call replacement from May of 2013. The homeowner contacted OneGuard to report the salt cell cracked and was leaking. A contractor was dispatched to the property to assess the unit and confirmed the failure was from normal wear-and-tear. OneGuard approved the claim to replace the salt cell. After completion of the repair the homeowner contacted OneGuard to discuss the workmanship of the contractor regarding the wire reaching from the control panel to the salt cell. OneGuard spoke directly with the service technician who performed the replacement to discuss the claim. He advised that the repair was proper and the only way to install the equipment. He explained the salt water control board is located on the wall directly across from the salt cell and pool equipment. The board needs to be connected to a power source, and the wires that supply power to the cell are suspended between the units. The homeowner was informed that repairs were proper and met code requirements.

In July of 2014, the homeowner contacted OneGuard to report that the salt cell cracked and was leaking again. The contractor confirmed the failure was from normal wear-and-tear and OneGuard covered to replace the unit. The homeowner has not contacted OneGuard to discuss any concerns regarding the install.

Here is a review of the specific events in relation to the claim and what led to our ultimate decision. Please note, all information provided has been obtained through system notes and recorded phone calls.

On April 26, 2015, the homeowner placed a call into OneGuard’s Customer Care division to request service for the salt water pool equipment for a failure that she noticed today. The homeowner reported that the chlorinator box for the salt cell was displaying a red indicator light that read “no flow”. She also confirmed that she uses a weekly pool service and chemical levels are correct. A work order was generated and forwarded to the service contractor on the customer’s behalf.

On April 28, 2015, the service technician contacted the OneGuard Authorization team to provide the following diagnostic information: the flow sensor cord for the salt cell appeared to have been cut from the phone jack connection and needed to be replaced. The broken cord was improperly attached to an electrical grounding connection. Please note, the grounding connection protects the equipment from electrical or power surges, and provides no electricity to the system. The cord appeared to be ripped from the phone jack and sustained irreparable damage. He believed the wire was tripped on or physically removed, causing the damage. Without the flow sensor, the control board cannot communicate with the salt cell to generate chlorine when water flows through the pipes, and the system will become chemically inactive. The damage to the cord was not from normal wear-and-tear. Therefore, the technician provided a Cash on Delivery (COD) cost of $265.00 to perform the repair which would be the responsibility of the homeowner. In addition to his findings, he provided a picture of the connections to support his diagnosis, which we have included for your records. 

The OneGuard Authorization team took all information into consideration: the professional diagnosis from the service technician and picture showing the current condition of the flow sensor cord, which was damaged and no longer attached to the phone jack. The team determined the breakdown was not from normal wear-and-tear, and the claim would not be covered by OneGuard. 

On April 30, 2015, a representative from OneGuard’s Authorization team spoke with the homeowner directly to explain why the claim was not covered under the service agreement. The flow sensor cord was damaged and no longer connected to the phone jack, then re-attached improperly to the electrical ground. The homeowner was under the impression the cord was improperly installed by the OneGuard contractor who replaced the salt cell in July of 2014, and requested the claim be reviewed. The representative informed the homeowner that she would research the situation further and follow up with her.

The OneGuard representative placed a follow up call to the service contractor regarding the installation of the wiring. She spoke with the technician that performed the diagnosis. He confirmed that the salt cell would not function with a broken flow sensor cord attached to the electrical ground. He explained the electrical ground is not a power source and does not deliver any electricity to the system. The cord was physically removed, damaging the connection, then placed on the electrical ground inside the system. To verify, OneGuard sought the opinion of another pool contractor to obtain a second visual diagnosis. The second opinion contractor also confirmed the findings, advising the system would not have functioned with a damaged flow sensor cord.

On April 30, 2015, the OneGuard Authorization team called the homeowner to confirm the denial of the claim. She explained that the cord to the flow sensor was damaged, not from normal wear-and-tear, and was not the result of an improper installation by the OneGuard contractor in July of 2014.

On April 30, 2015, the OneGuard Authorization representative received a voicemail from the homeowner requesting to proceed with the uncovered repairs through the contractor. She also advised that she wanted the flow sensor cord to be installed underground to avoid tripping on it. The representative relayed the request to the contractor to follow up with the homeowner. Please note, the homeowner has not requested any additional assistance from OneGuard regarding the claim prior to receiving her complaint from Better Business Bureau. 

Please find the excerpt taken from the homeowner’s service agreement to further explain our position:

A. WARRANTY COVERAGE (page 2 of 6)
1.In accordance with the terms and conditions of this residential service contract, OneGuard Home Warranties will repair or replace your selected covered items so long as they:
b. Become inoperative from normal wear and tear after the effective date of this warranty contract;
G. OPTIONAL ITEMS (page 5 of 6)
SALT WATER POOL/SPA (1 SET OF EQUIPMENT)
NOT COVERED: Any item not listed above such as but not limited to fill lines and fill valves, grids, diatomaceous earth, sand, cartridge elements, fountains and other water features, computerized control boards and related equipment, booster pumps and water feature pumps (unless the Additional Pool Pump option is selected), problems caused by lack of maintenance or abnormal wear-and-tear, liners, structural defects, lights, solar equipment, tile or plaster, inaccessible components, and built-in and in-pool cleaning equipment such as but not limited to salt system chlorinators (unless additional option is selected and paid), ionizers, pool sweeps, jets, pop-up heads, actuator valves (turbo valves), skimmers, heat pumps, and above ground pools and spas.
H. LIMITATIONS OF LIABILITY
1. General Exclusions. This contract does not cover:
d. Breakdowns that are caused by any condition that is not considered to be normal wear-and-tear such as but not limited to:
(1)Misuse or abuse;
(3)Improper previous repairs or modifications

Please note, on May 19, 2015, upon receiving the homeowner’s complaint, a supervisor from OneGuard’s Customer Relations team placed a follow up call to the contractor to ensure accuracy of information. The service technician confirmed that the installation of the wires spanning from the control board to the salt cell is not considered improper, and given the existing layout of the pool equipment, this installation was not uncommon. The contractor advised he would have installed the flow sensor in the same manner. However, the homeowner specifically requested to have the new flow sensor cord ran underground inside conduit, rather than between the equipment. She paid an additional $45.00 to have the technician perform the extra service. He also confirmed that the only improper installation he observed was the damaged flow sensor cord that was re-attached to the electrical ground, and is not the result of an improper installation of the salt cell system. The claim was denied due to the damage to the flow sensor cord sustained from being physically removed and is the result of non-normal wear-and-tear.

We sincerely apologize for any dissatisfaction the homeowner had during her interaction with the contractor. OneGuard’s number one priority is to provide a level of service that exceeds our customers’ expectations, and we regret that did not happen with the COD repairs. Please be assured that OneGuard takes this information very seriously and has relayed her specific concerns to our management team for internal review and direct follow up with the service contractor. 

In closing, OneGuard Home Warranties has denied the claim for the homeowner’s salt water pool equipment due to the damage to the flow sensor cord from non-normal wear-and-tear, and the cost to fix the unit is the responsibility of the homeowner. OneGuard respectfully requests for Better Business Bureau to close this complaint ‘Administratively.’ Thank you for allowing OneGuard the opportunity to provide you with this information. We sincerely hope it helps.

6/1/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: First, we have been doing business with OneGuard (formerly Secure One) for about 12 years now. I discovered a small leak in my pool filter for my in-ground pool and when I could not reach my pool cleaning company ( I later found out he was out of the country on vacation), I turned the power source off to the filter and contacted OneGuard. They sent out a contractor from a company called ***** ********* on approximately 3.16.15. I paid the Service Fee of $59 by credit card directly to OneGuard. When the pool technician arrived, I explained some things I was confused about with things I saw around the pump and filter area, noting that this unit was installed at the same time the pool was built in 2004, I believe. The technician took the filter apart and inspected the D.E. filter grids and took pictures, as did I. The technician pointed out that there were broken (cracked is the term I believed he used) parts on some of the grids, but the grids themselves were not ripped or torn anywhere. This was noted by myself and two other companies that came out to give me their professional opinion a bit later. The technician told me that it appeared to be "normal wear and tear" due to the year of the unit, but would submit the photos and his findings to the customer service department and they would make the final decision and contact me back. There were also many derogatory statements that this technician had made in connection with how things were run between his company and OneGuard, but I will go into that if needed, later. I believe I waited two days or more and had not heard anything back from OneGuard and decided to contact them myself, poor customer service here since I need to get this part replaced to prevent any further damage to my $25,000 pool. I spoke with a cs rep. by the name of ******* and she explained to me that after looking at the tech's photos and his statement, which after going over his statement, was the complete opposite of what he told me, which was videotaped by myself so I could educate myself and also have for my pool guy when he returned, that they WILL NOT BE COVERING MY CLAIM DUE TO MY FILTER BEING CRACKED AND NEEDS TO BE REPLACED. HE FURTHER WENT ON TO SAY (SLANDER MY POOL COMPANY) THAT NOTHING HAS BEEN MAINTAINED. THE GRIDS ARE VERY DIRTY. SO ONEGUARD WILL NOT COVER DUE TO LACK OF MAINTENANCE. I contacted *******, and I was appalled at the statement first, due to the fact that I am paying a company $80 per month to maintain my pool for several years now and they come out every Wednesday to tend to my pool. Second, the grids are supposed to be dirty, this means that they are doing their job and by this, not allowing this dirt and debris to return to my pool. (These are facts, not just my opinion. I have copies of the Company's I hired to come out to inspect my unit, one being ****** *****, an extremely respectable and reliable pool company and been doing pools and systems in Arizona since 1966, and the Technician that came out, I believe he told me, he has been with the company since 1987). When I contacted him back to tell them what they were telling me, he thought this was ludicrous. I again, contacted ******* and explained to her all I had learned and told her that I had other company's come out to re-inspect my pool especially since our last telephone conversation, I Googled OneGuard, and found so many complaints on a site called "********", and I would say 90% of the complaints were just the same as mine, either the complainers were long time customers and now when they needed the extended warranty complied with, they were given all ridiculous reasons and excuses as to why their claims were being denied. I also tried looking up ***** **** *********, and could find absolutely nothing on them, not even an address. With this, I told ******* I would be filing a complaint with the BBB, The ******** ********* Office, as many media outlets that would listen to my story and join the ranks of posting my dilemma online as well. I was then offered to speak with a different division of customer relations and spoke with a person by the name of Lisa ****. I told her what my intentions were, and what I had done in the interim. She requested that I send her any copies of reports from any of the other contractors I had out and they would take another look at what they had to say and get back to me. When I submitted my email with copies of the reports from the other companies, I was quite firm and straightforward that I was willing to take this as far as I humanly could because from every single company, whether on the record or not, and some I have recorded statements, I was told emphatically that 1) The grids should be dirty, 2) Cracks in the grids will not cause any filtration problems unless the grids are torn or ripped, etc., 3) My pool was about 90% clean, and remains pretty clean to this day without having the filter running. What this means is that despite what OneGuard is saying, my filter was working properly or my pool itself would show the signs of the dirt being returned. 4) This is the most crucial statement, one that was repeated by every single pool company I called, the pool company's that came out, and here it is, The Manufacturer of the FNSP D.E. Cartridge System, *******, yes, I went directly to the source to see if anything that OneGuard's technician noted in his resolution would have caused the filter tank to tear a hole and the answer was a big NO! I was told that even if there was not a drop of D.E. and the grids were dirty (which they should be, very well spelled out in the Operational Manual and Guide directly from *******, there is no way for any of the findings in which he is trying to assist OneGuard in getting out of paying for, is totally false. The PSI on these tanks are tested and are meant to be able to go to and run at around 50 psi, which is very high, my pool was running between 25 and 30 psi at all times, which is the desired amount of pressure to make my popup head cleaners work throughout my pool. Also, just to note, my pool guy even sent OneGuard a statement that explained that the grids are cleaned twice a year and they were about to be cleaned during the first week of April, but nothing any of these other professionals had to say were ever considered or taken into account. What I was told by *******, the Manufacturer, was that these type of breakdowns can occur at any time, but the mere fact that this unit is almost 12 years old, and sitting in the sun pretty much 365 days a year, this is due to normal wear and tear. I find it very suspect that in their denial letter faxed to me, OneGuard does not even mention what the problem was or address how they came to the conclusion beyond reason or for any reason, that they were denying the claim. As I pointed out in their paragraph, they make no mention of the crack or small pen-sized hole in my filter container, or to their findings of how what they wrote or any additional research they did from their so-called research department did to come up with this finding. Just that your grids are dirty, etc., so we are not going to pay your claim. In closing, I told them that I was going to take this as far as I have to, to get justice, whether they end of having to pay or not, but for the mere fact of other unsuspecting people, the elderly (which the technician boasted about having to charge them $59 for 3 visits in less than a month), just doesn't sit well with me. I am a single widowed disabled United States Marine and I explained, I do follow through and I will shout it to anyone who will listen. This unit will cost approximately $1000.00 that I pay dearly every year for coverage and for OneGuard to just disregard me like yesterday's paper, it's just not going to happen. Addendum: I just spoke directly with the ****, The Field Representative for *******, and after speaking with me for over 30 minutes, he told me he had spoken with one of the contractor's that is familiar with my case and the first thing he asked them was how old my unit is, whether it had popups installed, etc. He went into great detail of how this filter works and further told me that these filters usually, at best, get 5-7 years out of them and then begin to break down due to the elements, especially sitting in our hot sun, expanding and retracting between popup interchanges, etc. He explained, like the other contractors that were here and submitted information to OneGuard that in no way is this due to negligence, it just wouldn't happen. I am emailing OneGuard again today, after I submit this form with this gentleman's phone number so they can go to the source themselves and ask all questions about how these systems work. I doubt they will follow through because it is in my opinion that they simply just do not want to pay this claim. **** also told me that maybe I should definitely follow through with contacting the news media outlets, because this is definitely a case that they will want to hear. So done!

Desired Settlement: I need OneGuard to fulfill its obligations to me, as well as their other customers, but I do know this is my claim. I want them to replace the damaged filter, that is breaking down due to Normal Wear and Tear, not by lack of maintenance, which, as explained in the complaint and further backed by the manufacturer, that this is no way due to lack of maintenance, with a new one of its kind and understand that sometimes even their own company can make mistakes and learn to listen...really listen to what the customer is trying to tell them.,

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

The Customer Relations team reviews the nature and cause of the issue you are experiencing, and will do everything possible to cover your claim. Please know we are required to follow the parameters set forth in the service agreement, and favor on the side of our customers when the situation is unclear.

Here is a review of the specific timeline of events with respect to the claims placed under the homeowner’s service agreement for the air conditioning system:

On March 16, 2015, the homeowners’ daughter placed a call into OneGuard’s Customer Care division advising the pool pump was leaking. A work order was created on her behalf and forwarded to ***** **** *********, LLC. 
On March 17, 2015, the service technician from ***** **** ********* was dispatched to the home and provided OneGuard’s Authorization team with the following diagnostic information: 

The pool filter is cracked and leaking, and the caretaker screen for the filter is clogged solid. The grids are also very dirty and broken at the bottom, and the filter is depleted of Diatomaceous Earth (DE), which helps trap particles. The clogged grids are not allowing water to flow through the filter. When water does not flow freely through the filter, the pounds of pressure per square inch (PSI) builds up, and causes the pressure to increase within the filter. In this situation, the intense build-up of pressure has caused the filter to crack and subsequently leak. The technician also advised OneGuard the pool was dirty with debris and leaves, and in his opinion the breakdown is the direct result of lack of maintenance. The technician forwarded pictures to OneGuard to demonstrate his findings (please find the attached photos). We have also attached pictures of maintained grids. 

The Authorization team took into consideration the technician’s professional diagnosis and reviewed the pictures, and determined the claim was not covered under the OneGuard service agreement due to lack of maintenance. To ensure the filter PSI operates within its normal range, the grids should be cleaned on a routine basis to allow water to flow freely through the system. On March 20, 2015, a representative from OneGuard’s Authorization team spoke directly with the homeowners’ daughter to explain that the claim was denied. 

On March 27, 2015, the homeowners’ daughter placed a follow up call into OneGuard and spoke with the same Authorization representative, expressing that she felt the claim should be covered. The representative reviewed the claim with her again, reiterating that the cracked filter was not covered due to lack of maintenance, and the grids being completely clogged with dirt and debris. The homeowners’ daughter did not agree with the denial and the claim was forwarded to OneGuard’s Customer Relations team for analysis and direct follow up. 

The Customer Relations team reviewed the claim in its entirety. They consulted with the Authorization team, reviewed the professional diagnosis and pictures from the contractor, and also spoke with the service contractor that performed the assessment. The team determined that lack of maintenance resulted in the breakdown, which caused the filter to run at excessive high pressure, and the pool filter to crack and leak. On March 30, 2015, a supervisor from the Customer Relations team placed a follow up call to the homeowners’ daughter to further discuss. She advised that she had three different contractors to the home to assess the filter, and each contractor advised the breakdown was a result of normal wear-and-tear. She also stated she had documentation with diagnostic information. Our supervisor asked her to forward the documentation to her attention for review. 

On April 6, 2015, the Customer Relations team received the documentation. Included in the documentation was a quote for a new filter from a reputable pool company, and an e-mail from the representative that provided the quote advising he discovered a crack in the filter he believed was the result of the tank expanding and contracting. The representative also provided his phone number in the e-mail, and our supervisor called to speak with him directly. She specifically asked about the condition of the filter grids. He advised that he did not open the filter to assess the grids, and confirmed there was crack in the filter. At this point, the supervisor advised the daughter that OneGuard does not consider this a thorough assessment of the pool equipment to properly diagnose the cause of the crack in the filter. The documentation she provided does not support a normal wear-and-tear breakdown, only that the cracked filter needs to be replaced. 

In summary, the OneGuard home warranty covers for normal wear-and-tear breakdowns and excludes failures resulting from a lack of manufacturer recommended maintenance. Please see the excerpt taken from the homeowners’ service agreement to help further explain our position:

H. LIMITATIONS OF 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.
b. Routine maintenance of appliances and equipment. You are responsible for maintenance and cleaning of covered items as specified by the manufacturer.
c. Failure of parts or components caused by the lack of manufacturer recommended maintenance of this contract are not covered.

We know that nobody wants to hear that their claim has been denied.  We never want to deny a claim, and actually look for means by which to cover the claim whenever such action is possible under the law and in accordance with our contractual obligations. 

In closing, OneGuard Home Warranties has always acted in good faith when servicing the homeowners’ and within the parameters of the service agreement. We will not be replacing the pool filter due to the breakdown of the system being the direct result of a lack of maintenance. 

OneGuard respectfully requests for Better Business to close this complaint “Administratively.” Thank you for your time and consideration and allowing OneGuard Home Warranties the opportunity to provide you with this information. 

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.

Hello, and once again thank you for taking time to read my rebuttal to the response made by OneGuard Home Warranties.  OneGuard's attempts to dis-way me, and as I feel, bullying me to go away is not the way this matter should be handled.  OneGuard's many attempts to evade addressing the primary complaint and concern here, and have continually chosen to evade responsibility.  The issue at hand has nothing to do with all the jumbled wordage about "dirty grids", "no d.e. present" and "lack of maintenance" that OneGuard continues to have you focus on in their attempt at trying to confuse the situation without facts, only guess work, not the true merit of this claim.  

In an attempt to keep my personal feelings out of this response and focus only on the facts, I have put a lot of time and energy in to resolving this matter and hope you will find my rebuttal, along with all of my evidence and facts, not just mere statements, as were made by OneGuard in an attempt to sway or confuse you, so that a clear and informed decision can be made.  I will try to address each item on the response from OneGuard in order, so that it might make things a bit easier to follow.  

1.  In the first paragraph of OneGuard's response, the comment "The Customer Relations Team reviews ... and will do everything possible to cover your claim...and are required to follow the parameters set forth in the service agreement and favor on the side of our customers when the situation is unclear".  If this statement held any merit at all, I know we would not be here because everyone from the manufacturer to online professionals to other contractors, which I have already provided in my original complaint, have all maintained that this breakdown of the fiberglass component, the ******* FNS Plus D.E. Filter is breaking down due to Normal Wear and Tear.  

2.  As I am the daughter of my homeowner, I am also the spokesperson for my parents and this information was made clear a few years ago when this company was Secure One Home Warranty Service, so when I speak, I represent mother and father. 

3.  After the finding by ***** **** *********, LLC., was made, I requested that OneGuard provide me with any information on this company, ***** **** *********, as I was not able to find any information myself.  I wanted specifically to know what this technician's license was, how much training he had, etc.  I was given no information, even though I provided OneGuard with all of the contractors I hired to come out for second and third opinions, that were well documented and one, has been in this industry for over 25 years.  His name is ***** ****** and he is employed by ****** *****, who has been in the pool building business since 1966. A well-respected and well-known business here in Arizona. Mr. ****** provided me with an estimate with what it would cost to replace this unit as well as his findings of what he thought caused the hole/crack, which was "Normal Wear and Tear".  A follow up email was also forwarded to OneGuard with this information and yes, as OneGuard told you in their response, they did contact Mr. ******, but the specific part that they left out was that after Mr. ****** told them that he didn't open the tank to observe the grids (at this point, the grids were already clean and the tank was put back together by myself so Mr. ****** could come out and give his estimate at no charge to me), Mr. ****** explained this to OneGuard and further told them in his professional opinion that he didn't need to open the filter to know that this was not caused by anything but the unit being over 11 years old and sitting in the Arizona sun for 365 days per year and he has done this job for over 25 years and that was his professional opinion.  

So, I guess you can see that OneGuard not only does not follow their own guidelines, they do exactly the opposite.  They left out this very important information in their response to you in order to do everything to help themselves.

4.  When I provided OneGuard the information on the contractors and pool professionals that I had come out to my home, and realized they were not going to listen to what they or I had to say, I then provided Ms. **** with the name of a contact who worked directly for the Manufacturer of my filter, *******. When I wasn't getting any results merely on the merit of the contractors, I decided to go directly to the source. Who knows this product better than the people that design and construct it?  I was given the number of a man named ******** *******, who is the *****tory District Sales Manager for ******* Pools at his direct line ###-###-####. To date, Mr. ******* has informed me that OneGuard, nor any of its representatives contacted him so he could explain that there is no way my filter cracked for the reasons OneGuard is claiming, and that the hole/crack is absolutely due to "normal wear and tear"!  I would urge you to contact ******** so he can explain directly to you, his findings and why.  

5.  Regarding the statement that OneGuard made in reference to the "caretaker screen" being clogged solid, this is normal and I cleaned it accordingly.  Also in the Owner's Manual, you will find under "Maintenance Section" of the manual (copy included in this rebuttal) it states "Strainer baskets and the filter must be kept clean in order to allow maximum water flow to the in-floor system.  In addition to the regular skimmer and pump baskets, there is a valve cup strainer on the 5-port valve that must be cleaned "periodically".  So as you can see from the words and further on the diagram which I have provided, it says no where that it has to be cleaned daily or at all for that matter in order to prevent the filter from cracking. 

6.  In the following sentence, where OneGuard refers to the "grids being very dirty and broken at the bottom" and "depleted of DE, which helps trap particles to allow the water to flow through the filter freely, if this was not working properly, the DE, or dirt particles would have found its way back into my pool and there was emphatically no evidence of this in my pool that on 3/17/15.  Where it is referenced by OneGuard that the pressure was built up and could cause the PSI (pressure per square inch) to increase, this is optimal and needs to happen when you have in-floor popup head cleaners which is also outlined in the Owner's Manual.  

Something I take issue with specifically relating to the comment by the technician that the pool was dirty with debris and leaves.  First, I asked Ms. ****, myself, and brought this to her attention, not the other way around, and this was also recorded in our conversation. The question was, why didn't my pool show signs of anything backing up into my pool?  I explained to her that my pool was 90-95% clean and that was after I had taken the pool cover off and had no filtration for the couple of days I had to wait for them to come out.  I further asked her did she have photos to prove what she was claiming, and if not, why?  If my pool was dirty and showing signs of the DE going back into my pool, where was this evidence she had?  I have yet to see this proof, and I believe no proof was provided to the BBB.  Further, this still does not prove OneGuard's theory that dirty grids caused this fiberglass filter to crack or develop a hole in it. 

7.  The photos of so-called "maintained grids" that OneGuard provided to you are not representative of a normal pool, nor a pool with DE, as outlined in the Owner's Manual. 

8.  In the last part of paragraph 5 in OneGuard's response, I would like the Better Business Bureau to ask them, if possible, where they retrieved their facts from.  It would appear that they are guessing or making up these statements to fit there own agenda.  

9.  In paragraph 6 of OneGuard's response, where they refer to the "technician's professional diagnosis", as repeatedly asked for by myself, this technician's certification and training, years on the job,  etc., so as to compare with my contractors findings.  Contractors that have been certified and working in the business well over 25 years with voluminous experience with these filters.  OneGuard's Ms. **** declined and refused to answer.  

10.  Also in paragraph 6 of OneGuard's response, they make reference to the grids being cleaned on a routine basis.  According to the facts in the Owner's Manual, it is said that 2 times per year is sufficient for the grids to be cleaned. 

11.  In paragraph 8 of OneGuard's response, they refer to "the Customer Relations Team and the Authorization Team", I asked who both of these divisions were?  I have yet to get an answer here either.  I am questioning the validity of these "departments" as well as what their training is and how they do their research.  However, these "teams" made the professional diagnosis from pictures taken by the Contractor, I think they are referring to the "technician" here, and spoke with the "service contractor" that performed the assessment, still unclear who this might be or their credentials, that determined that a "lack of maintenance resulted in the breakdown, which caused the filter to run at excessive high pressure, and the pool filter to crack and leak".  Were there photos of proof that my filter was running higher than the normal range of 20-20 psi?  I asked OneGuard to provide me with evidence of this.  Again, I am asking, where are they getting this ludicrous information? 

I now ask you to once again to refer to the Owner's Manual, which I am providing and hopefully will be in numbered sequence of this rebuttal.  There are so many inconsistencies in this response, I hope you can keep up, because I sure am trying.  Further in this paragraph, OneGuard refers to a "supervisor".  Is this the same person who responded to the claim?  If not, I would like to know who this person is as well.

12.  In paragraph 9 of OneGuard's response, they do acknowledge one thing, that at least one of my contractors was from a "reputable" pool company.  This is referring to the email and phone conversation that OneGuard had with Mr. ***** ******, the contractor from ****** *****.  As they stated, I forwarded a copy of the quote Mr. ****** gave me when he came to my home to give me a second opinion on what caused my filter to produce a hole/crack, and then he further provided me with a followup email which I also forwarded to OneGuard.  Once again, what they fail to mention, I pointed out in my first paragraph, OneGuard left out the part of their telephone conversation with Mr. ****** where he told them that "he did not need to inspect the grids inside the filter to determine that this problem was caused by normal wear and tear".  Further, in the sentence that says he "discovered a crack in the filter he believed was the result of the tank expanding and contracting.  Well part of this statement is true.  The filter is designed to expand and contract (facts are found in the Owner's Manual).  This filter is specifically designed to put the desired and needed pressure to circulate through the pool cleaning pop up system so that the pressure is enough to handle the cleaning process.  

Also, if Mr. ****** said this, this is factual and is performing the duties as it was designed to do.  Where does this imply that this has anything to do with causing the filter to crack, etc.?  He explicitly told OneGuard that the cause of the breakdown was due to Normal Wear and Tear.  OneGuard is making things up as they go along.

13.  When OneGuard's representative contacted Mr. ******, the contractor from ****** *****, the statement says, "the supervisor called to speak with him directly.  She specifically asked him about the condition of the filter grids."  I am wondering if there was any question that asked him in his professional opinion what caused the breakdown in the filter.  Mr. ****** told me that he emphatically told OneGuard that it was due to Normal Wear and Tear and absolutely nothing to do with grids.  He was not there to quote a price for grids, but rather a quote and reason for the breaking down of the filter.  I would like you, the BBB to ask the question why the supervisor "specifically" only asked about the condition of the grids and only noted this to you in their response.  I find this suspect that this was put in the response, but conveniently left out the specific question; "what caused the breakdown"?  OneGuard's only objective here was again only give you "their" set of facts, not the whole facts presented. Why was this particular information deliberately left out?  In my opinion, they did not want the answer about the filter, but rather to focus on the grids.

14.  As explained by the Manufacturer of this filter, ******* Pools, and their representative and Area *****tory District Manager, ****, my filter is about 11 years old now and the normal or average length of time for these filters to last is between 5 to 8 years.  The Manufacturer told me that "I was doing something right, to get almost double the amount of time out of my filter!"  I took that as an extreme compliment.  

15.  In reference to the LIMITATIONS AND LIABILITY paragraphs by OneGuard, in Paragraph (H. b.), Routine maintenance of appliances and equipment. You are responsible for maintenance and cleaning of covered items as specified by the manufacturer.  I have proven beyond a shadow of any doubt with the truth and facts, stemming directly from the Manufacturer, the Owner's Manual and the couple of professionals I contracted to give me a second and third opinion.  Further I complied by continuously employing a pool company for the past 5 or more years at $80 per month to come once a week to clean my pool, handle the chemicals and maintain the filter and the system.  I even retained the last set of grids that were changed within the last year, this after almost 10 years of working.  My pool company was scheduled to clean the grids during the first week in April, as I believe he pointed out in his letter to OneGuard.  This was directly from the owner, *****, from **** **** *****.  This man is now also doing the repair and replacement work for ******** ***** and will be phasing out of the pool cleaning business and he also directly works with the Managers of ******** ***** and also with ****, the Area District Manager for ******* Pools.  I find OneGuard and their "technician's" remarks that my pool was not maintained, etc., almost slanderous, but at this point nothing they say is surprising.  How do they make their claims?  Again, their own agenda. I have the facts, with the letters, the payments, etc.

16.  In reference to Paragraph (H. c.), Failure of parts or components caused by the lack of Manufacturer recommended maintenance of this contract are not covered.  I ask, what more proof does OneGuard need?  I have provided a letter from my pool cleaning contractor, I have given them the number of the Manufacturer's Representative, I also directed them to look this information up themselves, but they refuse, only in an attempt to not pay for this "covered item", governed by their own contract.  I am simply baffled at the blatent denial based on nothing but baseless information and not fact.

17.  In the closing statement in OneGuard's response, where they say "has always acted in good faith when servicing the homeowners' and withing the parameters of the service agreement".  This is laughable at best, they are not acting in anyone's best interest but their own.  They are not acting in Good Faith either.  However, they are acting! 

18.  I just received another email from a forum that I joined called "poolfyi".  It is run by a man who goes under the handle of MrDgvb1 on *******.  He is a professional that has almost 13,000 followers and has several videos of how to clean a ******* FNS Plus Filter and also offers information on troubleshooting.  When I joined the forum, there was another person on there asking about the breakdown of the same filter as mine and he resides in Florida.  I asked the question about so-called "dirty grids" and "no DE" and dirty 5 port valve screen and posed the question if any of these things would cause my filter to break down.  His response was "***** ********, Unlikely.  The tank is weakened from UV sun exposure since it is made of fiberglass.  It can also be a defect in the filter itself that will show immediately or at a later time. I have had them crack in the first year on two accounts (covered under the one year warranty).  One cracked after 9 years for no reason. It is normal wear and tear.  I would call ******* and have them send you a statement of some kind referencing that tanks crack due to age and wear, or defects.  The warranty company just doesn't want to pay!  I asked permission to use his statement here and will be providing you with the ******* information and a copy of his response in an email to me.  

I think I may have asked this question before, but I want to bring it up again.  I would like to know why OneGuard's technician did not take a photo of my pool running displaying the PSI on the filter?  I know it was at 28 PSI, well withing the normal range.  This directly contradicts the statements OneGuard is making that my filter expanding, being dirty, non-maintained etc. etc., are false and inaccurate, but more importantly, non-factual!

I want to reiterate my position, especially and specifically with regard to the statement by OneGuard regarding "Lack of Maintenance". This statement only refers to the DE and Grids.  This statement does not directly respond to my claim for OneGuard to replace my filter.  This is in my informed opinion to deflect the facts to your office off the topic, which is replacing my ******* FNS Plus D.E. Filter.  

For example, if there was no D.E. present at all, 1. The grids would be the only thing that could possibly get damaged, and have to be replaced.  2.  If that were to happen, the D.E. would simply backup and go straight into the pool, which did not happen.  The grids are specifically designed to filter the dirt and debris which come from the pool and then sticks to the grids, in which my grids were doing exactly what they were supposed to do, collect all the dirt and debris; hence, the reason they are/were dirty.  Thus proving they were working properly and doing their job! If you think of a screen door on your home, if closed and properly installed, when your main door is open, only air can get in and circulate, otherwise keeping out bugs and critters; however if the screen becomes damaged, i.e., ripped, torn, etc., then there is a probability that a bug or critter or other elements are going to be able to get into your home, therefore making the "screen" ineffective, not the entire door.  Do I believe the house or room is going to collapse because of this..in all probability no.  Do I think the bugs, etc., might irritate us, most likely yes.  

will be including the Manufacturer's Owner's Manual with everything marked in order, hopefully matching up my rebuttal.  I am also enclosing the ******* Caretaker Owner's Manual that specifically relates to the comments regarding the 5 port valve screen, etc.  I am going to include statements or references of complaints against OneGuard Home Warranty that are public knowledge on the site ********. I will send the email I received from the ******* video on the "fyi" forum.  I am also including a copy of the Pool Owner Liftime Warranty for ******* Cleaning Agreement, which reflects my name on it directly from the pool builder. This document shows the date and Warranty number, showing that I am the original pool owner and have had this pool and filter since July 2004.

In closing, I would like to again thank the Better Business Bureau for taking my case into consideration. I truly hope you can assist me in holding this company, OneGuard Home Warranty, liable for blatently disregarding all the facts in this case, as well as their own policies.  Please know that I do not take this case to be anything but truthful, with merit and fact and I hope you will see this as well. I respectively request for the Better Business Bureau to not close this complaint, "administratively" or otherwise.  I hope you will hold OneGuard accountable for not providing you all the facts in their response.

From a very concerned citizen and disabled member of the United States Marine Corps, I am grateful that there is a place that consumers can turn when a company will not listen!

* The following is a link to the ******** page of reviews from other OneGuard customers *******************************************************************  Thank you.

Regards,

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

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.

Hello, and once again thank you for taking time to read my rebuttal to the response made by OneGuard Home Warranties.  OneGuard's attempts to dis-way me, and as I feel, bullying me to go away is not the way this matter should be handled.  OneGuard's many attempts to evade addressing the primary complaint and concern here, and have continually chosen to evade responsibility.  The issue at hand has nothing to do with all the jumbled wordage about "dirty grids", "no d.e. present" and "lack of maintenance" that OneGuard continues to have you focus on in their attempt at trying to confuse the situation without facts, only guess work, not the true merit of this claim.  

In an attempt to keep my personal feelings out of this response and focus only on the facts, I have put a lot of time and energy in to resolving this matter and hope you will find my rebuttal, along with all of my evidence and facts, not just mere statements, as were made by OneGuard in an attempt to sway or confuse you, so that a clear and informed decision can be made.  I will try to address each item on the response from OneGuard in order, so that it might make things a bit easier to follow.  

 1.  In the first paragraph of OneGuard's response, the comment "The Customer Relations Team reviews ... and will do everything possible to cover your claim...and are required to follow the parameters set forth in the service agreement and favor on the side of our customers when the situation is unclear".  If this statement held any merit at all, I know we would not be here because everyone from the manufacturer to online professionals to other contractors, which I have already provided in my original complaint, have all maintained that this breakdown of the fiberglass component, the ******* FNS Plus D.E. Filter is breaking down due to Normal Wear and Tear.  

 2.  As I am the daughter of my homeowner, I am also the spokesperson for my parents and this information was made clear a few years ago when this company was Secure One Home Warranty Service,so when I speak, I represent mother and father. 

 3.  After the finding by ***** **** *********, LLC., was made, I requested that OneGuard provide me with any information on this company, ***** **** *********, as I was not able to find any information myself.  I wanted specifically to know what this technician's license was, how much training he had, etc.  I was given no information, even though I provided OneGuard with all of the contractors I hired to come out for second and third opinions, that were well documented and one, has been in this industry for over 25 years.  His name is ***** ****** and he is employed by ****** *****, who has been in the pool building business since 1966. A well-respected and well-known business here in Arizona. Mr. ****** provided me with an estimate with what it would cost to replace this unit as well as his findings of what he thought caused the hole/crack, which was "Normal Wear and Tear".  A follow up email was also forwarded to OneGuard with this information and yes, as OneGuard told you in their response, they did contact Mr. ******, but the specific part that they left out was that after Mr. ****** told them that he didn't open the tank to observe the grids (at this point, the grids were already clean and the tank was put back together by myself so Mr. ****** could come out and give his estimate at no charge to me), Mr. ****** explained this to OneGuard and further told them in his professional opinion that he didn't need to open the filter to know that this was not caused by anything but the unit being over 11 years old and sitting in the Arizona sun for 365 days per year and he has done this job for over 25 years and that was his professional opinion.  

So, I guess you can see that OneGuard not only does not follow their own guidelines, they do exactly the opposite.  They left out this very important information in their response to you in order to do everything to help themselves.

4.  When I provided OneGuard the information on the contractors and pool professionals that I had come out to my home, and realized they were not going to listen to what they or I had to say, I then provided Ms. **** with the name of a contact who worked directly for the Manufacturer of my filter, *******. When I wasn't getting any results merely on the merit of the contractors, I decided to go directly to the source. Who knows this product better than the people that design and construct it?  I was given the number of a man named ******** *******, who is the *****tory District Sales Manager for ******* Pools at his direct line ###-###-####. To date, Mr. ******* has informed me that OneGuard, nor any of its representatives contacted him so he could explain that there is no way my filter cracked for the reasons OneGuard is claiming, and that the hole/crack is absolutely due to "normal wear and tear"!  I would urge you to contact ******** so he can explain directly to you, his findings and why.  

 5.  Regarding the statement that OneGuard made in reference to the "caretaker screen" being clogged solid, this is normal and I cleaned it accordingly.  Also in the Owner's Manual, you will find under "Maintenance Section" of the manual (copy included in this rebuttal) it states "Strainer baskets and the filter must be kept clean in order to allow maximum water flow to the in-floor system.  In addition to the regular skimmer and pump baskets, there is a valve cup strainer on the 5-port valve that must be cleaned "periodically".  So as you can see from the words and further on the diagram which I have provided, it says no where that it has to be cleaned daily or at all for that matter in order to prevent the filter from cracking. 

 6.  In the following sentence, where OneGuard refers to the "grids being very dirty and broken at the bottom" and "depleted of DE, which helps trap particles to allow the water to flow through the filter freely, if this was not working properly, the DE, or dirt particles would have found its way back into my pool and there was emphatically no evidence of this in my pool that on 3/17/15.  Where it is referenced by OneGuard that the pressure was built up and could cause the PSI (pressure per square inch) to increase, this is optimal and needs to happen when you have in-floor popup head cleaners which is also outlined in the Owner's Manual.  Something I take issue with specifically relating to the comment by the technician that the pool was dirty with debris and leaves.  First, I asked Ms. ****, myself, and brought this to her attention, not the other way around, and this was also recorded in our conversation. The question was, why didn't my pool show signs of anything backing up into my pool?  I explained to her that my pool was 90-95% clean and that was after I had taken the pool cover off and had no filtration for the couple of days I had to wait for them to come out.  I further asked her did she have photos to prove what she was claiming, and if not, why?  If my pool was dirty and showing signs of the DE going back into my pool, where was this evidence she had?  I have yet to see this proof, and I believe no proof was provided to the BBB.  Further, this still does not prove OneGuard's theory that dirty grids caused this fiberglass filter to crack or develop a hole in it. 

 7.  The photos of so-called "maintained grids" that OneGuard provided to you are not representative of a normal pool, nor a pool with DE, as outlined in the Owner's Manual. 

 8.  In the last part of paragraph 5 in OneGuard's response, I would like the Better Business Bureau to ask them, if possible, where they retrieved their facts from.  It would appear that they are guessing or making up these statements to fit there own agenda.  

 9.  In paragraph 6 of OneGuard's response, where they refer to the "technician's professional diagnosis", as repeatedly asked for by myself, this technician's certification and training, years on the job,  etc., so as to compare with my contractors findings.  Contractors that have been certified and working in the business well over 25 years with voluminous experience with these filters.  OneGuard's Ms. **** declined and refused to answer.  

10.  Also in paragraph 6 of OneGuard's response, they make reference to the grids being cleaned on a routine basis.  According to the facts in the Owner's Manual, it is said that 2 times per year is sufficient for the grids to be cleaned. 

11.  In paragraph 8 of OneGuard's response, they refer to "the Customer Relations Team and the Authorization Team", I asked who both of these divisions were?  I have yet to get an answer here either.  I am questioning the validity of these "departments" as well as what their training is and how they do their research.  However, these "teams" made the professional diagnosis from pictures taken by the Contractor, I think they are referring to the "technician" here, and spoke with the "service contractor" that performed the assessment, still unclear who this might be or their credentials, that determined that a "lack of maintenance resulted in the breakdown, which caused the filter to run at excessive high pressure, and the pool filter to crack and leak".  Were there photos of proof that my filter was running higher than the normal range of 20-20 psi?  I asked OneGuard to provide me with evidence of this.  Again, I am asking, where are they getting this ludicrous information? 

I now ask you to once again to refer to the Owner's Manual, which I am providing and hopefully will be in numbered sequence of this rebuttal.  There are so many inconsistencies in this response, I hope you can keep up, because I sure am trying.  Further in this paragraph, OneGuard refers to a "supervisor".  Is this the same person who responded to the claim?  If not, I would like to know who this person is as well.

12.  In paragraph 9 of OneGuard's response, they do acknowledge one thing, that at least one of my contractors was from a "reputable" pool company.  This is referring to the email and phone conversation that OneGuard had with Mr. ***** ******, the contractor from ****** *****.  As they stated, I forwarded a copy of the quote Mr. ****** gave me when he came to my home to give me a second opinion on what caused my filter to produce a hole/crack, and then he further provided me with a followup email which I also forwarded to OneGuard.  Once again, what they fail to mention, I pointed out in my first paragraph, OneGuard left out the part of their telephone conversation with Mr. ****** where he told them that "he did not need to inspect the grids inside the filter to determine that this problem was caused by normal wear and tear".  Further, in the sentence that says he "discovered a crack in the filter he believed was the result of the tank expanding and contracting.  Well part of this statement is true.  The filter is designed to expand and contract (facts are found in the Owner's Manual).  This filter is specifically designed to put the desired and needed pressure to circulate through the pool cleaning pop up system so that the pressure is enough to handle the cleaning process.  Also, if Mr. ****** said this, this is factual and is performing the duties as it was designed to do.  Where does this imply that this has anything to do with causing the filter to crack, etc.?  He explicitly told OneGuard that the cause of the breakdown was due to Normal Wear and Tear.  OneGuard is making things up as they go along.

13.  When OneGuard's representative contacted Mr. ******, the contractor from ****** *****, the statement says, "the supervisor called to speak with him directly.  She specifically asked him about the condition of the filter grids."  I am wondering if there was any question that asked him in his professional opinion what caused the breakdown in the filter.  Mr. ****** told me that he emphatically told OneGuard that it was due to Normal Wear and Tear and absolutely nothing to do with grids.  He was not there to quote a price for grids, but rather a quote and reason for the breaking down of the filter.  I would like you, the BBB to ask the question why the supervisor "specifically" only asked about the condition of the grids and only noted this to you in their response.  I find this suspect that this was put in the response, but conveniently left out the specific question; "what caused the breakdown"?  OneGuard's only objective here was again only give you "their" set of facts, not the whole facts presented. Why was this particular information deliberately left out?  In my opinion, they did not want the answer about the filter, but rather to focus on the grids.

14.  As explained by the Manufacturer of this filter, ******* Pools, and their representative and Area tory District Manager, ****, my filter is about 11 years old now and the normal or average length of time for these filters to last is between 5 to 8 years.  The Manufacturer told me that "I was doing something right, to get almost double the amount of time out of my filter!"  I took that as an extreme compliment.  

15.  In reference to the LIMITATIONS AND LIABILITY paragraphs by OneGuard, in Paragraph (H. b.), Routine maintenance of appliances and equipment. You are responsible for maintenance and cleaning of covered items as specified by the manufacturer.  I have proven beyond a shadow of any doubt with the truth and facts, stemming directly from the Manufacturer, the Owner's Manual and the couple of professionals I contracted to give me a second and third opinion.  Further I complied by continuously employing a pool company for the past 5 or more years at $80 per month to come once a week to clean my pool, handle the chemicals and maintain the filter and the system.  I even retained the last set of grids that were changed within the last year, this after almost 10 years of working.  My pool company was scheduled to clean the grids during the first week in April, as I believe he pointed out in his letter to OneGuard.  This was directly from the owner, *****, from **** **** *****.  This man is now also doing the repair and replacement work for ******** ***** and will be phasing out of the pool cleaning business and he also directly works with the Managers of ******** ***** and also with ****, the Area District Manager for ******* Pools.  I find OneGuard and their "technician's" remarks that my pool was not maintained, etc., almost slanderous, but at this point nothing they say is surprising.  How do they make their claims?  Again, their own agenda. I have the facts, with the letters, the payments, etc.

16.  In reference to Paragraph (H. c.), Failure of parts or components caused by the lack of Manufacturer recommended maintenance of this contract are not covered.  I ask, what more proof does OneGuard need?  I have provided a letter from my pool cleaning contractor, I have given them the number of the Manufacturer's Representative, I also directed them to look this information up themselves, but they refuse, only in an attempt to not pay for this "covered item", governed by their own contract.  I am simply baffled at the blatent denial based on nothing but baseless information and not fact.

17.  In the closing statement in OneGuard's response, where they say "has always acted in good faith when servicing the homeowners' and withing the parameters of the service agreement".  This is laughable at best, they are not acting in anyone's best interest but their own.  They are not acting in Good Faith either.  However, they are acting! 

18.  I just received another email from a forum that I joined called "poolfyi".  It is run by a man who goes under the handle of MrDgvb1 on *******.  He is a professional that has almost 13,000 followers and has several videos of how to clean a ******* FNS Plus Filter and also offers information on troubleshooting.  When I joined the forum, there was another person on there asking about the breakdown of the same filter as mine and he resides in Florida.  I asked the question about so-called "dirty grids" and "no DE" and dirty 5 port valve screen and posed the question if any of these things would cause my filter to break down.  His response was "***** ********, Unlikely.  The tank is weakened from UV sun exposure since it is made of fiberglass.  It can also be a defect in the filter itself that will show immediately or at a later time. I have had them crack in the first year on two accounts (covered under the one year warranty).  One cracked after 9 years for no reason. It is normal wear and tear.  I would call ******* and have them send you a statement of some kind referencing that tanks crack due to age and wear, or defects.  The warranty company just doesn't want to pay!  I asked permission to use his statement here and will be providing you with the ******* information and a copy of his response in an email to me.  

I think I may have asked this question before, but I want to bring it up again.  I would like to know why OneGuard's technician did not take a photo of my pool running displaying the PSI on the filter?  I know it was at 28 PSI, well withing the normal range.  This directly contradicts the statements OneGuard is making that my filter expanding, being dirty, non-maintained etc. etc., are false and inaccurate, but more importantly, non-factual!

I want to reiterate my position, especially and specifically with regard to the statement by OneGuard regarding "Lack of Maintenance". This statement only refers to the DE and Grids.  This statement does not directly respond to my claim for OneGuard to replace my filter.  This is in my informed opinion to deflect the facts to your office off the topic, which is replacing my ******* FNS Plus D.E. Filter.  

For example, if there was no D.E. present at all, 1. The grids would be the only thing that could possibly get damaged, and have to be replaced.  2.  If that were to happen, the D.E. would simply backup and go straight into the pool, which did not happen.  The grids are specifically designed to filter the dirt and debris which come from the pool and then sticks to the grids, in which my grids were doing exactly what they were supposed to do, collect all the dirt and debris; hence, the reason they are/were dirty.  Thus proving they were working properly and doing their job! If you think of a screen door on your home, if closed and properly installed, when your main door is open, only air can get in and circulate, otherwise keeping out bugs and critters; however if the screen becomes damaged, i.e., ripped, torn, etc., then there is a probability that a bug or critter or other elements are going to be able to get into your home, therefore making the "screen" ineffective, not the entire door.  Do I believe the house or room is going to collapse because of this..in all probability no.  Do I think the bugs, etc., might irritate us, most likely yes.  

I will be including the Manufacturer's Owner's Manual with everything marked in order, hopefully matching up my rebuttal.  I am also enclosing the ******* Caretaker Owner's Manual that specifically relates to the comments regarding the 5 port valve screen, etc.  I am going to include statements or references of complaints against OneGuard Home Warranty that are public knowledge on the site ********. I will send the email I received from the ******* video on the "fyi" forum.  I am also including a copy of the Pool Owner Liftime Warranty for ******* Cleaning Agreement, which reflects my name on it directly from the pool builder. This document shows the date and Warranty number, showing that I am the original pool owner and have had this pool and filter since July 2004.

In closing, I would like to again thank the Better Business Bureau for taking my case into consideration. I truly hope you can assist me in holding this company, OneGuard Home Warranty, liable for blatently disregarding all the facts in this case, as well as their own policies.  Please know that I do not take this case to be anything but truthful, with merit and fact and I hope you will see this as well. I respectively request for the Better Business Bureau to not close this complaint, "administratively" or otherwise.  I hope you will hold OneGuard accountable for not providing you all the facts in their response.

From a very concerned citizen and disabled member of the United States Marine Corps, I am grateful that there is a place that consumers can turn when a company will not listen!  Sincerely, thank you.

* The following is a link to the ******** page of reviews from other OneGuard customers http://www.homewarrantyreviews.com/reviews/oneguard-home-warranties  Thank you.

Regards,

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

Business Response: Thank you for allowing OneGuard Home Warranties the opportunity to complete a final review of the homeowner’s pool equipment claim, and provide additional clarification. After reviewing all of the claim notes, recorded calls, and testimonies of the contractors’ who have assessed and diagnosed the homeowner’s pool filter, we have concluded the claim will not be covered under the service agreement. A careful analysis has been conducted before making the final decision, and this letter will further explain why the claim has been denied by OneGuard Home Warranties. OneGuard has always acted in good faith in our efforts to service the homeowner and within the parameters of the service agreement, and never with false or deceptive intent.  

Please be assured the OneGuard Customer Relations department has completed a thorough analysis of the claim before issuing the denial. Customer Relations reviews and responds to all escalated denials on behalf of the Chief Executive Officer. Our reviews consists of research to assess if a claim was handled properly, and to ensure the denial of a claim is accurate. During our review process for this claim, the Customer Relations team contacted the OneGuard preferred contractor who completed the diagnosis for the pool filter. We spoke directly with the owner of the company who performed the service call himself. He reaffirmed that upon his arrival the filter was cracked and leaking. Once he opened up the filter, he found the caretaker screen to be completely clogged. Additionally, the grids were caked with an excessive amount of dried dirt build-up and debris, and were broken at the bottom. The technician forwarded pictures to OneGuard to demonstrate his findings which we have provided to the homeowner and BBB in our original business response. The condition of the grids and the caretaker screen, would not allow for water to flow freely through the system, and in his professional opinion, it caused the pounds of pressure per square inch (PSI) to build up, ultimately causing the filter to crack. He additionally advised the unit was depleted of Diatomaceous Earth (DE). In the owner’s manual provided by the homeowner it is written (page 2):

Never operate the filter in excess of three minutes without use of DE.
Operating the filter without DE will damage the filter elements.

The Customer Relations department also listened to a recorded phone call from March 20, 2015, when a representative from OneGuard’s Authorization department explained the denial of the pool filter claim directly with the homeowner. During this call, the homeowner indicated to the representative her discontent with the denial as she had a pool company servicing her pool. Please note, the homeowner further advised that she fired the pool company in February, as they were not properly maintaining the pool, and that she had specific concerns regarding the DE and if it was being added to the filter as required. We understand the homeowner’s frustration with the denial. However, OneGuard cannot be held responsible for the failure which was related to the lack of proper pool maintenance, regardless of whom the homeowner feels is at fault.

At the request of the homeowner, the Customer Relations team contacted the pool contractor she hired, outside of the home warranty, to assess the filter. OneGuard agrees this technician works for a reputable pool company, and although not required, it was our pleasure to call and speak with him. As the homeowner indicated, our representative asked the technician about the condition of the grids upon his arrival. The technician advised he was called to the home to provide an estimate to replace a cracked pool filter and therefore, had no reason to open the filter. He confirmed the filter was cracked and advised the homeowner that fiberglass pool filters crack over time. OneGuard agrees with this statement, and the age of a fiberglass pool filter may contribute to the failure or cracking of the unit. However, in this specific situation, the condition of the pool filter upon our service contractor’s arrival, with dirty grids and a clogged caretaker screen, was a clear indication that a lack of the manufacturer’s recommended maintenance caused the crack and leaking, and the failure of the filter. 

While OneGuard emphatically believes the pool filter failed due to lack of proper pool maintenance, we appreciate the homeowner’s service to our country and her twelve years as a OneGuard customer. We would like to offer monetary assistance toward the costs incurred for the replacement of the filter. In her rebuttal response to BBB, she referenced on-line written correspondence she exchanged with “MrDgvb1.” In the conversation, she noted that she worked with ******* directly to replace the pool filter at a cost of $350. Upon approval of the homeowner, OneGuard is prepared to send a check in the amount of $200 to help offset the expense of a new filter. 
      
We sincerely hope this additional clarification and proposed offer of resolution is accepted by the homeowner. OneGuard Home Warranties has always acted in good faith in our efforts to serve the homeowner and within the parameters of the service agreement, and respectfully requests for Better Business Bureau close this complaint ‘Administratively’.    

Thank you again for your time and consideration, and please know your questions are welcomed. 


Warmest Regards,
**** ****
Customer Relations Specialist II
OneGuard Home Warranties

5/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After being a loyal customer of this company for several years, they recently denied my claim for replacement of a pool pump, which remains outside in all elements 365 days a year. The company denied the claim due to their opinion of "secondary damage" or "flooding" which neither have taken place. Last year, they fixed the pool pump without any issues for the SAME EXACT damage. Their technician came out and looked at the product, and stated the damage was from water without opening or taking apart the pump. He came to these terms from the sole basis of a visual inspection. ALL pool pumps remain outside in the elements: water, wind, storms, ect. and no flooding has taken place on my property. Their decision was reached without proper validation, and the refusal to honor the contract in place.

Desired Settlement: Repair or replace the damaged item as per the contract in place.

Business Response: Dear Better Business Bureau,

Thank you for allowing OneGuard Home Warranties the opportunity to explain why the claim for the pool equipment is not covered under the OneGuard service agreement, which was caused by non-normal wear-and-tear. Please be assured OneGuard has been in direct communication with the homeowner in an effort to resolve the situation.

The Customer Relations team reviews the nature and cause of the issue the homeowner is  experiencing, and will do everything possible to assist with a positive outcome. Please know we are required to follow the parameters set forth in the service agreement, and favor on the side of our customers when the situation is unclear.

The homeowner established a work order for his pool pump that was not working. The service technician that diagnosed the system, advised OneGuard that there were two pumps, and both pumps were shorted out from water. While the technician was on site, the homeowner’s son was also there. The son disclosed that he turned the spa on because he was going to use it. He forgot about it and left. When his parents came home, they called him to let him know the yard was flooded. The technician advised Oneguard that about 8” of water flowed back into the area where the pool equipment is located, and shorted out both of the motors. In a conversation with the technician, the homeowner also advised the equipment had gotten wet. The technician forward pictures to OneGuard to demonstrate his findings and expressed to OneGuard that he is certain the breakdown was due to flooding.   

A representative from OneGuard’s Authorization team spoke with the homeowner, advising the repair was not covered due to the breakdown being the result of flooding, and not caused by normal wear-and-tear. The homeowner disagreed and the claim was relayed to the Customer Relations team for review and follow up with the homeowner.

A supervisor from the Customer Relations team arranged for a second opinion contractor to diagnose the breakdown. Please note, OneGuard does not provide the contractor with the diagnosis from the first contractor. The contractor receives the original work order and the only information included is the breakdown the homeowner is experiencing. Our goal is to send a fresh set of eyes to assess the situation.

The second opinion contractor advised that the bearings have gone out, and the motor was flooded out. He opened up the equipment and discovered water inside the motor as well as calcium build up. There were also a lot of leaves surrounding the equipment covering the breathing holes. The technician forwarded pictures to OneGuard to demonstrate his findings.

The supervisor from the Customer Relations team followed up with the homeowner, advising the second opinion contractor confirmed the breakdown was due to water inside of the equipment, and not covered under the OneGuard service agreement. The flooding of the motor shorted out the equipment, and is not considered a normal wear-and-tear breakdown. At that point, the homeowner disconnected the call. The following day an attorney called on behalf of his client, and asked our Customer Relations supervisor questions regarding the claim, and also asked for a copy of the homeowner’s service agreement, which she e-mailed to him.

In closing, OneGuard Home Warranties respectfully requests for Better Business Bureau to close this complaint. The breakdown is not covered under the OneGuard service agreement. Flooding is not considered a normal wear-and-tear condition. Additionally, the homeowner has sought legal representation.

Thank you again for allowing OneGuard the opportunity to provide you with this information. Please feel free to contact me directly with any questions.  

Sincerely,
******** *******
Customer Relations Manager
OneGuard Home Warranties
Direct: ###-###-####


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5/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On April 13, it was discovered that the hot water heaters were not providing hot water. The pilot light was out on both of them, and they were not able to be relit. The gas company was called at this time for safety reasons, and they came out to the property, looked at the heaters, tested the pressure at the house and meter, and then shut off the gas. I was told there was likely a leak. On April 13, a claim was submitted to One Guard, the home warranty company about the water heaters, and they assigned ******* * Plumbing to come out and assess the situation. We were told it would be another 3 days before anyone could come out.One Guard assigned ******* * came out to the house at ***** ****** **. ******, ***** ***** on Friday 4/17/15. We were told at this time that they would need to speak with One Guard before moving forward. They stated that there was a leak somewhere and that is could likely be at the T split on the pool side of the split but could not go on without authorization. They called in to One Guard for authorization and did not get a call back until Monday. This authorization came on Monday, 4/20/15, from One Guard and we were told at that time that ******* * would not be able to get back out to do the leak detection service until Friday, 4/24/15 as it would take several hours to complete. Many complaints were made for the time table as the gas would have been off for 10 days at this time but neither company did anything to assist. I emailed One Guard several times before I got a reply. I was told that they were working on getting someone out faster and would speak with their contractor relations department. I sent a couple e mails that were not answered until Monday as they were not in on the weekend and did not have anyone working on repair needs for their clients at this time. When I got a reply from Christina Ippolito, she informed me that she would find out what she could do and get someone on the case right away as she did not want it to go over another weekend with no gas, and no hot water to the house. This went on for a couple days. I finally received a reply that basically said that they would have someone out on Friday as originally assigned and did nothing to speed up the service request. I have all of the email correspondence between myself and One Guard from this time. ******* H Plumbing came out on Friday, 4/24 and began to work in the back yard, detecting the leak. He was there for 30 minutes. Not several hours as we were told on the phone that they would need, which is why they could not schedule us sooner. The representative for the company said the leak was in the main line and was within a 30ft range. He did not pinpoint an actual leak, and did not do any other work at this time. He called in his "findings" to One Guard. I received an email from One Guard that afternoon, on Friday, that said ******* H had detected a leak in mainline and that it would be 7500$ to repair it. They also stated that since they realized that this was not a covered service under the warranty that I was certainly allowed to use someone else for the repair. One Guard told me in writing they would cover half of the leak detection service as a courtesy and half of the permit should repairs be required. This came from Christina Ippolito. I told Mr. ****** via email that I expected those things to happen, when I immediately emailed One Guard back, asked for a copy of the invoice from the leak detection, and a copy of the estimate for the needed repairs to see the scope of the work, the plans for the repair and what it would entail. This was sent to Mr. ****** who was the rep that contacted me about the repair, the cost, and the findings of ******* H. I have still not received a response from One Guard at this time with any of that information. ******* H left no information either. One Guard has not answered any of my emails or provided me with any information I have requested. I have also filed a complaint verbally with One Guard and in email about the handling of the repair diagnostics which I will detail below. Since I had just repaired and replaced the main line to the house 2 years ago, I immediately called the company who did the work and asked them to come out and see what the problem was, where the leak was, and what they were going to do to assist me. The mentioned company came out that day, in the evening, no less, detected the EXACT location of the leak within 20 minutes within a range of 2 feet. They began to investigate, found the exact source of the leak to the main line. THE LINE DID NOT NEED TO BE REPLACED AT ALL!!! THERE WAS A COUPLING THAT CAME LOOSE!!! If ******* H actually did their job, they would have discovered this as well, and would not have given me an estimate for 7500$$$. The original repair was nowhere near 7500$. This is a complete lack of competency, diligence, and total dishonesty at work. Furthermore, when the company who found the leak and its source called in this morning, Monday, 4/27/15, they could not get a permit pulled as ******* H, who was NEVER hired to do any repair work, had already pulled a permit. I called ******* H. The rep said he had to pull it for the detection. I told him that was not true per the city and 2 other plumbing companies. He then said he had to pull it in order to replace the stops inside the house to do the detection. That work was never done. The stops were not replaced. I never authorized that work or contracted it. They were deceptive, dishonest, and completely uninterested in the customer from the start.I have tried to get One Guard to assist me at several points during this issue and have not received anything helpful, and in most instances have received NO reply at all. One Guard needs to know what kind of companies they are sending out to their customers homes and be proactive finding resolution for issues that arise. They need to know that the contractors they are sending do not know their business, o

Desired Settlement: One Guard needs to cover the entire cost of the leak detection done by their chosen contractor. They need to ensure that I am not billed for a permit that was pulled without my authorization and without need. They should compensate me for the time my home was without hot water as they chose to not do anything to assist me with getting an earlier appointment set, but I realize this will never happen. The least they can do is comp my home warranty coverage.

Business Response:

Dear Better Business Bureau,

Thank you for the information and allowing OneGuard's Customer Relations team the opportunity to look into this on behalf of our homeowner. Please know our top priority is to provide a level of service that always exceeds customer expectations, and we sincerely regret that did not happen in this situation. Please be assured we have been in communication with the homeowner since receiving this complaint in an effort to directly resolve, and believe we have achieved a positive outcome.

We completely understand the homeowner's concerns with the costs associated with this claim. The OneGuard Account Executive who services the homeowner’s area has covered the expense associated with the leak detection as a professional courtesy, and the charge of $170 will be billed to OneGuard directly by the contractor. Additionally, OneGuard has waived the service fee for the claim, and applied the $59 credit to the customer’s credit card. The contractor has confirmed they have cancelled the city permit associated with this repair, and the homeowner has also cancelled her check for the charges. Therefore, a refund of this charge is not necessary. This homeowner's satisfaction is extremely important to us, and she has our contact information if she needs anything further or has questions.

In closing, OneGuard Home Warranties respectfully requests for Better Business Bureau to close this complaint 'Resolved.' Thank you again for your time and consideration.

Sincerely,
**** ****
Customer Relations Specialist II
OneGuard Home Warranties

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 do not agree with any of the claims they made about customer service being important or that they are interested in making sure they handle things professionally as this is the exact opposite of the interactions I have had with One Guard. I feel that they are only trying to cover their actions and the actions of their representatives who did not follow up or do their jobs.
I did not receive any kind of correspondence from One Guard until they were notified that I filed a BBB complaint against them.
Yes, the permit was removed. However, I am the one that removed it when I called the City Permit office.

Regards,

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

3/4/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: i had a air conditioner fail at a property I own at ***** * ******** ** ********* ** ***** it is a rental. Called one guard for service and could not get service to arrive for 2 days. Was told compressor needed to be replaced ordered compessor will not be there for 2 more days. Installed compressor and was told I had to pay ******** *** the installer $350 to replace \ compressor besides my warranty amount of $59.00. I had to have this done since tenant was elderly and it was in July 2014 a very hot month temperature wise. In November I called one guard for another service call for same air conditioner and switch needed to be replaced on unitmy cost $59.00 .In january 2015 received a call the furnace had no heat. This time I did not use one guard since I had cancelled there service a few weeks prior. I use ******* *** conditiong in Mesa, az. They told me the compressor that was installled in he unit was retrofitted in a way not allowing the service panel to fit properly. defrost control disconnected from control board. This cost me another $252.00. This compressor should have not been replaced and the air conditioning unit should have been replaced since it was too old to repair, but one guard did not want to replace it since it would have cost them more money to install new unit. No acceptable.

Desired Settlement: please remburse me for air conditioning units repairs . $720.00

Business Response: Thank you for allowing OneGuard Home Warranties the opportunity to respond to the homeowner’s claim for the heating and cooling unit, and to explain his portion of the cost associated with this repair and why OneGuard will not be offering reimbursement. Please be assured OneGuard has always acted in good faith and within the parameters of the service agreement.
The Customer Relations team reviews the nature and cause of the issue the homeowner is experiencing, and will do everything possible to cover a 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 regarding the claim:

On July 28, 2014, the homeowner contacted OneGuard to create a work order for the air conditioning unit for his rental property that was not cooling. A work order was created on his behalf and dispatched to a OneGuard contractor. Please note, a service fee is due when creating a work order, and the homeowner authorized the $59 fee to his credit card. 

On July 29, 2014, the service technician contacted OneGuard with his assessment. The unit was depleted of Freon caused by a loose low side access valve. The technician resolved the leak by tightening the valve. Additionally, the compressor failed and needed to be replaced. A representative from OneGuard’s Authorization team called the homeowner to discuss the diagnosis and advised him of costs not covered under the service agreement. The homeowner approved the repairs and agreed to pay the contractor $350 for costs associated with modifications, Freon recovery, and equipment disposal. OneGuard also offered hotel reimbursement for the tenant and the offer was declined.

On July 30, 2014, OneGuard called the homeowner to advise the compressor was available and the contractor would complete the repair the following morning. A hotel reimbursement was offered again and the homeowner advised it was not necessary. On July 31, 2014, the compressor was installed and 8 pounds of Freon were added to complete the repair and restore cooling to the home. Please note, OneGuard guarantees all repairs for 30 days.

On November 25, 2014, the homeowner contacted OneGuard to create a work order, advising the air conditioning system was continuously running. A work order was created on his behalf and forwarded to the contractor who performed repairs in July. The contractor advised they replaced a contactor to complete this repair. Please note, a contactor can fail at any time in an air conditioning system. 

OneGuard guarantees all work completed for 30 days and determined this failure was unrelated to the compressor replacement in July.

On December 30, 2014, OneGuard received written notification from the homeowner advising he would not be renewing the service agreement which was expiring on January 3, 2015. This information was noted in his file.

On January 7, 2014, the homeowner called OneGuard to advise the heater was not working, and the contractor he hired stated the compressor was not installed properly. Our Customer Relations team called the homeowner, and left a voice message offering to arrange for a service contractor to assess the unit. Please note, if a homeowner feels faulty repairs were completed by one of our contractors, OneGuard will send a senior technician to the home to assess the situation. If a faulty repair is found, OneGuard requires the contractor to correct it.

On January 19, 2014, the homeowner called OneGuard stating he did not hear from OneGuard regarding the compressor installation. The homeowner was connected to a supervisor on the Customer Relations team. During the conversation, he confirmed his contractor already completed the repairs. The representative requested copies of repair receipts which the homeowner e-mailed. OneGuard also asked if he had pictures to document the improper installation of the compressor. The homeowner advised no pictures taken prior to the repair being completed.

After completing a thorough analysis, the Customer Relations supervisor responded to the homeowner’s e-mail, advising OneGuard would not be reimbursing for the repairs to the heating system. In this situation, OneGuard offered to send a contractor to the home to inspect the installation of the compressor to determine if it was improperly installed. The homeowner did not accept the offer and did not provide OneGuard the opportunity to assess the unit. Additionally, the homeowner was not able to provide substantiation of improper repairs and no pictures were taken of the alleged improper install. At this point, the homeowner was urged by Customer Relations to contact the contractor directly to discuss his concerns, and the contractor’s contact information was provided. 

Please see the excerpt taken from the homeowner’s service agreement to help further explain our position:

E. TRADE SERVICE FEE (Page 2-3 of 6)

1. For each separate trade item, you are responsible to pay a $59.00 service fee (service fees for A/C & Heating System Tune-ups must be paid at time of service request). The service fee will be due and payable to OneGuard or the Service Contractor at the time of scheduled service request.

2. Repairs are guaranteed for 30 days.  Should failure of that item occur within 30 days, another fee will not be charged.

H. LIMITATIONS OF LIABILITY (Page 5 of 6)

3. General Limitations of Liability: a. Except for coverage provided by the ProtectionPlus Upgrade, OneGuard is not responsible for any additional work or costs required to comply with any federal, state, or local laws, regulations, or ordinances or utility regulations, to meet current building or zoning code requirements or correct for code violations. b. Except for coverage provided by the ProtectionPlus Upgrade, OneGuard is not responsible for fees associated with: (1) Legally required permits (2) 

Recapture of refrigerants (3) Disposal of old covered equipment c. OneGuard is not responsible for repairs, replacements, or modifications of covered equipment that are merely inefficient.

In closing, OneGuard Home Warranties will not be offering reimbursement to the homeowner for work completed outside of the warranty. Per the terms of the service agreement, OneGuard guarantees all work for 30 days and will waive the service fee when a recall is necessary in this 30 day period. In addition, the costs associated with the modifications were required to complete the replacement of the compressor, and were not covered under his service agreement. These costs were agreed to by the homeowner and paid directly to the contractor. OneGuard also made efforts to service the homeowner to further assess the compressor installation, and the homeowner did not allow OneGuard the opportunity. Lastly, the homeowner could not provide proper substantiation to OneGuard to demonstrate the compressor was improperly installed. OneGuard urges the homeowner to contact the contractor directly with regard to his request for reimbursement if he believes they performed faulty repairs.

OneGuard Home Warranties respectfully requests for Better Business Bureau to close this complaint administratively. Thank you again for allowing OneGuard the opportunity to look into this on the homeowner’s behalf. We sincerely hope this information helps. Please know your questions are welcomed.

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.

My response is that I was never given the choice of having a one guard senior tech go look at the job that ******** *** installed. They told me I needed pictures . I don't live in Arizona this is a rental property. I contacted ******** *** and they told me they have to repair any unit that is repairable even if the parts don't fit and may have to retro fit them because the unit it too old. They can't replace the unit the proper why because one guard will not allow them to do this the right way (It cost too much ). If one guard Senior Tech would go to the home and inspect the unit and send me a report that states the unit is in excellent working condition and everything is installed properly I will close the case. I mean  the compressor was installed fits properly in the unit. Please take pictures ! 

Regards,
******** ********

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

We sincerely hope this will help resolve the situation and will update BBB with the outcome.

Warmest regards,
******** *******

1/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I moved into my home on 12-22-15. I have inspected the home, electric, plumbing, and garbage disposal on multiple occasions. At this time I have not received any documentation from One Guard. I found the garbage disposal to be in good working order and the disposal was not leaking. After Christmas, the disposal began leaking and my wife called One Guard to request warranty service. Due to the request being so soon after closing, One Guard was already claiming the issue was existing. One Guard refuses to warranty a legitimate claim.

Desired Settlement: One Guard can either pay for the disposal I purchased and installed or One Guard can waive their service call fee.

Business Response: Dear ****** ******** ******,

The Customer Relations team has been in direct communication with the homeowner to resolve this claim. Please know we have waived the service fee as a onetime courtesy per his request, and the homeowner has acknowledged that he is satisfied with the outcome.

OneGuard Home Warranties respectfully requests for ****** ******** ****** to close the complaint 'Resolved'. Thank you for your time and consideration. Please know your questions are welcomed. 


Warmest regards,

**** ****
Customer Relations Specialist II
OneGuard Home Warranties
Direct: ###-###-####

 

1/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I pay this home warranty $900 to cover any problems that I may have in my home. Recently I have had an issue with a piece to my pool pump. This home warranty is telling me they are not going to cover the cost. Because the handles were not maintained. This is a false statement I have had my pool man maintaining my pool for years. He does a great job. They are saying that he has not been lubricating the pump handle. Making this the cause of the break. This is false. My pool man told me the exact name of the lubricant he uses. They are not wanting to cover this cost. Even tho they take my payment every month. I recently have had two propane tanks and brand new pool heater, which I had to pay on my own. Showing that I maintain my pool very well.

Desired Settlement: To get my handle to my pool pump fixed.

Business Response: Dear ****** ******** ******,

Please know I have been in direct communication with the homeowner and arranged for a different contractor to return to the property to assess the broken backwash handle. Our contractor was at the property this morning and completed the repair on the homeowner's behalf and replaced the handled. We believe the situation has been resolved to the homeowner's satisfaction.

OneGuard Home Warranties respectfully requests for ****** ******** ****** to close the complaint 'Resolved'. Thank you for your time and consideration. Please know your questions are welcomed. 

Warmest regards,
******** *******
Customer Relations Manager
OneGuard Home Warranties
Direct: ###-###-####

1/14/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I had called One Guard to have my shower handle fixed. I advised the operator that it was broken prior to my moving into the home. The operator said he would send someone out to fix it went ahead and scheduled for someone to come to my home. I had my parents drive to my house to meet the guy because I was at work. Then the man tells me on the phone that he needs my paperwork from the Home Inspector. No one had told me he would need that information. I had my mom find it and provide it. Then my parents tell me he is not going to fix the problem because it was a pre-existing condition. I told the operator it was that way before I moved into the home and he scheduled for someone anyways. Today I checked my mail and there is a bill for work that was not done by someone who was called out by One Guard AFTER I told them it was a pre-existing condition. I called to get it resolved and was told I had to pay it anyways. This is a horrible way to run a business and rip people off. They knowingly ordered for a service that could not be done and are charging me for it.

Desired Settlement: I want the charges dropped and the operators to be better trained or this companies practice to be changed by notifying the customers on the phone that if it is a pre-existing condition they will not fix the problem and the customer will be charged even though the service is not provided. Before they ever send anyone out, not after the contractor is there.

Business Response: Dear Better Business Bureau,

Thank you for allowing OneGuard Home Warranties the opportunity to review this information. Please know our number one priority is to provide a level of service that always exceeds our homeowners expectations, and we sincerely regret any frustration the homeowner endured with her claim. We have waived the $59 service fee on the homeowner's behalf. We have also reviewed the situation in its entirety, including listening to the original phone call with the OneGuard representative, and she is absolutely correct. The information was not thoroughly explained to the homeowner regarding OneGuard's policy on pre-existing conditions. In her situation, the faucet was noted on the home inspection as requiring attention. We have provided additional coaching to our representative to ensure this does not happen again. 

We sincerely hope this information helps and respectfully request for Better Business Bureau to close this complaint 'Administratively Resolved'. Thank you again for your time and consideration. Please feel free to contact me directly with any questions. 

Warmest regards,
******** *******
Customer Relations Manager
Direct: ###-###-####

12/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been a customer for over 7 years and had an Evaporative Cooler warranty replacement in 2011. Using One Guard home warranty, over the last 8 months, I've spent over $400 trying to fix my A/C and Evaporation cooler system. During this time my original thermostat was removed and not kept or made readily available to find a replacement leaving my Evaporative Cooler inoperative. Timeline follows: 3/11 Preventative A/C tune completed and additional service fee for Freon servicing (~$120) 4/17 We placed a work order (775128) with One Guard Home warranty who sent *********** ****** *** *** ******** *** to repair an evaporation cooler not working properly. I was told that wire connected were repaired and matter closed ($59) 6/19 Work order placed (******) “AC not cooling and the Heater not blowing hot air". ********** ***: "Checked unit, no problems found." ($59) 6/27 Work order placed (******) ** ************ “BLOWER CIRCUIT WIRED WITH A/C & EVAPORATIVE. RUNNING BOTH BLOWERS AT SAME TIME. CUSTOMER DID NOT RESCHEDULE FOR RUNNING LOW VOLTAGE WIRE AND INSTALL KIT. BILLING OUT FOR DIAGNOSIS” ($59) 8/1 Work order placed (******) for persistent heating cooling issues ** ************ “REPLACED A/C T-STAT RAN NEW LOW VOLTAGE WIRES A/C OPERATING PROPERLY” $59 10/14 Word order placed (******) Evap cooler not working, **** **** **** *** ******** “ CONFIRMED THAT THE COOLER/AC T-STAT NOT MADE ANYMORE AND NEW CONTROL UNIT HAS TO BE RAN.

Desired Settlement: As a long standing customer I need One Guard to fix my Evaporative cooler and A/C thermostat back to working order, as agreed in our warranty for no extra costs/fees.

Business Response: Thank you for allowing OneGuard Home Warranties the opportunity to provide information regarding the homeowner’s claim for the evaporative cooler and to explain his portion of the cost associated with this repair. Please know OneGuard has always acted in good faith and within the parameters of the service agreement. The claim has been reviewed in its entirety by OneGuard’s Authorization team, Customer Relations team, and Executive Management team to ensure accuracy. We have also had numerous conversations with the homeowner and his property management company to explain coverage and the associated costs covered under the service agreement.

The OneGuard team reviews the nature and cause of the issue the homeowner is experiencing, and will do everything possible to cover a 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 regarding the claim:

On March 11, 2014, a work order was initiated on-line through OneGuard’s website for an air conditioning pre-season tune-up. When creating a work order on-line, the person submitting the claim must answer several questions, and noted the unit was not currently having any mechanical failures. They also acknowledged their understanding that a second service fee would be due if there were any failures with the system and a repair was necessary. A work order was created and forwarded to a preferred service provider.

On March 12, 2014, the service technician arrived at the home to complete the air conditioning tune-up. During the assessment, he discovered the unit was depleted of refrigerant/Freon and the unit was not working in either cooling or heating mode. The technician contacted OneGuard to advise he would need to complete a leak search. OneGuard created a new work order for the technician to troubleshoot the breakdown, and he found two leaking Schrader valve cores. OneGuard provided authorization and the technician replaced the two Schrader valve cores and charged the unit with 13 pounds of R22 Freon.

On April 1, 2014, a representative from OneGuard called the homeowner as follow-up to an e-mail he sent. He questioned why he was charged two service fees for the air conditioning tune-up. The representative left a voice message explaining the service agreement requires the homeowner to pay a second service fee when a repair is found to be necessary during the pre-season tune-up.

On April 17, 2014, the homeowner’s property management company contacted OneGuard, advising the tenant was unable to turn on the evaporative cooler. A work order was created and forwarded to a preferred contractor.

On April 30, 2014, the service contractor confirmed with OneGuard that they repaired the wire connections at the evaporative cooler. The contractor also confirmed the unit was working properly upon completion of the repair.

On June 19, 2014, the homeowner’s property management company contacted OneGuard for status on the claim for the evaporative cooler. She advised the tenant did not hear from the contractor and the unit was still not working. The customer care representative advised the contractor completed the repair in April. The representative also offered to contact the contractor to confirm the work was completed, and call back with an update. The property manager called OneGuard back a short time later, advising she provided incorrect information on the prior call. The tenant confirmed the technician had been to the home and repaired the evaporative cooler. However, the air conditioning system was blowing warm air. The OneGuard representative created a work order for the air conditioning system and dispatched it to a contractor. The representative also provided the telephone number of the contractor, advising the tenant should expect a call for an appointment.

On June 20, 2014, the contractor contacted OneGuard to advise they had been to the home and could not find any problems with the air conditioning unit.

On June 26, 2014, a representative from the homeowner’s property management company called OneGuard to advise the tenant still had concerns as they felt their electricity bill was too high. The tenant did not feel there was a thorough assessment completed by the last technician to determine the root of the problem. The OneGuard representative offered to send a second opinion and dispatched a work order to a different contractor. The property manager was informed that a service fee would apply if the new contractor also determined there was no problem with the air conditioning unit.

On July 1, 2014, the contractor called OneGuard’s Authorization department to advise they identified the problem. There was a bad low voltage wire in the thermostat, and the thermostat must be replaced. The technician explained the existing thermostat, model CA37, is no longer available and dual thermostats are no longer manufactured. The existing model of thermostat runs both the air conditioning/heating unit and the evaporative cooler. The evaporative cooler side of the thermostat is no longer functional. The technician explained to the tenant and OneGuard, the systems will now have to operate on two separate thermostats; one thermostat to operate the air conditioning and heating unit, and the second to operate the evaporative cooler. He explained the current set up included wiring conducive to only one thermostat, which runs both the air conditioning/heating system and the evaporative cooler. One of these systems will have to be rewired to add the necessary low voltage wire, and allow for the addition of the second thermostat. The cost involved to run the additional wiring is not covered under the warranty, as it is an access issue to run the new wires through walls. The technician also advised the tenant stated the heater has never worked. The technician told the tenant that due to the current temperatures, he would not be able to test the heater and recommended having the system assessed in the fall.

On August 20, 2014, after numerous scheduling conflicts between the tenant and the contractor, the technician arrived to begin the repair. The technician was able to install a new thermostat using existing wires to get the air conditioning/heating unit working properly. 

On August 21, 2014, the property management company contacted OneGuard Home Warranties to inquire about the status of the repair. The representative explained the air conditioning unit is now working properly. However, in order to make the necessary repairs to the evaporative cooler, the homeowner will need to provide access and approve the out of pocket expense. The representative confirmed the contractor’s phone number with the property manager who was going to contact the contractor directly to find out what steps the homeowner should to take to allow the repair for to be completed.

On October 7, 2014, the homeowner e-mailed OneGuard to advise the incorrect thermostat was installed, and it no longer controls both the air conditioning system and the evaporative cooler. A customer care representative called the homeowner, and explained he was responsible for creating access to allow for the second thermostat to be installed for the evaporative cooler. The homeowner advised he would contact the property management office regarding the necessary access.

On October 10, 2014, the homeowner contacted OneGuard’s Authorization department for an explanation as to why he was told he would have to pay $435 for the evaporative cooler thermostat to be wired. He did not understand why he would be responsible for the charge since OneGuard replaced the evaporative cooler in October 2007. The Authorization representative called the contractor for a thorough explanation and left a detailed message for the homeowner. She explained the previous thermostat was a dual thermostat and was wired to run both the air conditioning system and the evaporative cooler. However, this could no longer be accomplished as the evaporative cooler side of his thermostat was no longer working, and the dual thermostats are no longer manufactured. It will be necessary for the contractor to run a new wire for the two systems to operate using individual thermostats. The cost involved with running a new low voltage wire is not covered under the OneGuard warranty and would be the responsibility of the homeowner.

On October 13, 2014, the homeowner contacted OneGuard to request a second opinion on the evaporative cooler and air conditioning system repair.

On October 14, 2014, a second opinion work order was dispatched to a contractor who has not worked on the homeowner’s unit previously.

On October 16, 2014, upon completing a thorough assessment of the system, the contractor called OneGuard providing the same diagnosis. The technician advised the units were previously wired for a dual thermostat. This type of thermostat is no longer available and would now require running a new low voltage wire to separate the thermostats. He advised the homeowner’s cost involved in running the wire would be $360. A member of OneGuard’s Authorization department called the homeowner, and left a message with the technician’s diagnosis. In the message she advised the second opinion came back with the same results; the thermostat is no longer available and new wiring necessary which is not covered under the warranty.

Please see the excerpt taken directly from the homeowner’s service agreement to help further explain our position:

H. LIMITATIONS OF LIABILITY (Page 5 of 6)
2. Access Limitations: a. Except as noted under "Limits", OneGuard is not responsible for providing access or closing access to covered items. b. OneGuard is not responsible for costs of restoration of any wall or floor covering, cabinets, countertops, tile, stone, brick, paint, or the like.
3. General Limitations of Liability:
e. 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 differences in technology, refrigerant requirements, or efficiency as mandated by federal, state or local governments except as detailed in paragraph F.1 (Air Conditioning /Heating System ) of this residential service contract.

In closing, OneGuard would like to complete the repairs for the evaporative cooler under the service agreement. However, the homeowner is responsible for the non-covered costs necessary for the repair. The homeowner’s cost of $360 covers the labor and access involved in running the new low voltage wiring. OneGuard’s portion of the costs covers all parts including the new thermostat, evaporative cooler control kit, and also the labor for connecting the new wiring to the evaporative cooler. Once the homeowner approves his portion of the repair costs, OneGuard will advise the contractor so they may arrange scheduling for the completion of the repair.

OneGuard Home Warranties respectfully requests for Better Business Bureau to close this complaint ‘Administratively’. Thank you again for allowing OneGuard the opportunity to look into this on the homeowner’s behalf.  Please know your questions are welcomed.

Sincerely,
**** ****
Customer Relations Specialist

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.

Thanks for taking the time to review all the details with my AC/Evaporative cooler issues.  Overall there are a lot of accurate details to the time line.

My experiences from Oct 7th to Present were slightly different:

On October 7, 2014, I contacted the property management to determine why there was not “access” to allow for thermostat wiring.  The property manager reached out to the tenant and confirmed nothing is in the attic to block access.

On Oct 10, 2014, I reengaged OneGuard to inform you that the attic was free and clear of any obstacles or access limitations (still true).   ******** message was a request for me to call her back, she did not go into details of a dual thermostat.

One Oct 13, 2014, I called ****** back and asked her if she could call back the original company that installed the evaporative cooler (2011) and find out why they failed to put a thermostat, and also to give me the price and reason for the second contractor not being able to replace the thermostat when they serviced it on July 1, 2014.

On Oct 16, 2014, I personally did not receive a message.

On Nov 6, 2014, I made contact with ****** who told me she was waiting to hear back from above said contractors.  She stated she would call them both back as it had been over a week, and would contact me.

Nov 19th Left message with ****** (no reply).

Nov 25th Left a message with ****** (no reply).

At this time I kindly request one of the following:

A.     Installation of the evaporative cooler be completed by installing the thermostat that comes as standard hardware.
B.     Original dual thermostat be provided to me for verification of model number and unknown name brand.
C.     Split the difference ($180ea party) to run a wire I don’t feel is necessary at this time if A and B were handle correctly the first time.

I would like to reemphasis that access is not limited and also I am not asking for an upgrade of equipment, but rather the correct hardware that comes standard with an evaporative cooler installation be installed. 

Lastly, I can find dual thermostats online for under $50, and I believe I can replace the original if given the correct Name Brand/Model Number.


Regards,
****** *******

Business Response: Dear Better Business Bureau,

Thank you for allowing OneGuard Home Warranties the opportunity review the homeowner’s claim and provide additional clarification regarding the necessary repair to the evaporative cooler. Please know our number one priority is to provide service that always exceeds our customers’ expectations and we regret that did not happen in this situation.  

First, please allow us to clarify the homeowners costs associated with this repair. The access charge that is not covered under the homeowner’s warranty is for the cost of running the electrical wires inside the walls of the home. Please note, areas which are not readily accessible and are covered by walls, concrete or floors are not covered under the OneGuard service agreement. 

The homeowner has additionally requested clarification regarding why the thermostat was not replaced in 2011 when the evaporative cooler was replaced. In October 2007, the evaporative cooler was replaced under the OneGuard service agreement. At that time, the dual thermostat was working properly and did not require replacement. Therefore, the new evaporative cooler was wired as necessary to work in conjunction with the dual thermostat already in place. The dual thermostat did not require replacement until July 2014. The contractor determined the issue with the thermostat when assessing the air conditioning system that was not cooling, and advised OneGuard the dual thermostat is no longer manufactured. OneGuard authorized replacement of the thermostat to repair the air conditioning system to operate properly. The evaporative cooler thermostat could not be replaced at the same time as it was necessary first for the homeowner to approve the non-covered charges.

The non-working thermostat which was removed from the home in 2014, is not available and unfortunately, cannot be provided to the homeowner. We have reached out to the contractor and they did not take note of the make or model of this thermostat. Additionally, OneGuard researched the dual thermostat the homeowner indicated he found on-line for $50. The thermostat he is referring to is used in homes that have one source of heating/cooling, and want to control the temperature at varying degrees depending on the area. An example of this would be a two story home. Homeowners often set the upstairs at a different temperature than the downstairs. The dual thermostat which operates two separate units (heating/cooling and evaporative cooler) are no longer available.

OneGuard would like to present the homeowner with two options:

1) OneGuard will cover the costs of all parts including the new thermostat, evaporative cooler control kit, and also the labor for connecting the new wiring to the evaporative cooler. The homeowner will agree to pay $360 for the labor costs for running the new low voltage wire.

2) OneGuard will offer the homeowner a cash disbursement in the amount of $601.87 which is our cost for parts and labor for connecting the new wiring to the evaporative cooler. He will then be able to use a contractor of his choice to complete the repair.

We sincerely hope this additional clarification explains the non-covered costs associated with the evaporative cooler repair. OneGuard Home Warranties has always acted in good faith in our efforts to serve the homeowner and within the parameters of the service agreement, and respectfully requests for Better Business Bureau close this complaint ‘Administratively Resolved’.
   
Thank you again for your time and consideration and please know your questions are welcomed. 

 
Sincerely,
**** ****
Customer Relations Specialist
OneGuard Home Warranties

11/1/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I have a home warranty through OneGuard Home Warranties. I have had approximately 10 service calls since mid-May 2014 to repair ** unit which is again currently not operational (** and **** *****). OneGuard in May sent *******-******* ***, dba: ******* ************ initially to repair, they were unable to repair other than quick temp fixes that all failed to correct the issue. OneGuard continued to pressure me to use ******* ************ for repairs even after 7+ visits and 2nd Opinion companies that I requested discovered poor workmanship and repairs not to industry standards (missing bolts on compressors, welds/soldering that failed on many occasions, trash left in and around unit from previous repairs). I further discovered what I believe is an unethical and possible illegal association between OneGuard and *******-******* *******, *** dba: ****.************ by which per state records, ***** ******* has ownership and/or controlling interests in both companies. I would like to provide extensive documentation by fax or mail to ***.

Desired Settlement: I am seeking a AC/Heat Unit replacement as OneGurad Home Warranties has ample opportunity to repair. The unreasonable amount of revisits prove they have been unable to provide a repair, instead they have insisted on placing the duty of repairs with a company they co-own and or have controlling interests in (** ************) resulting in unreasonably frequent and long down times during periods of extreme heat and over a number of months. OneGuard has also pressured 2nd Opinion Companies to lessen their initial findings regarding compressor failures when freon leaks out and the fact that the life cycle of the compressors is compromised once this occurs. OneGuard should have considered a replacement on the 3rd of 4th call out, now I am over 10 call outs still with an inop unit no ** or Heat, whats the point of having a home warranty? I also do not want ******* ************ to ever work on my unit again, they have proven that they are unreliable and do not do work to correct industry standards, just ask ****** *** one of the 2nd Opinion companies or ***** **** from **** **** ** that just visited my property last week. ***** advised the repairs were not correct, also stated the coFmpressor had been compromised by the freon being completely leaked from system and should be replaced. Later after OneGuard tried to mitigate the repair costs, **** ****** scheduler then said the compressor should be fine. I am tired of the down times of this unit, repairs have been proven to be not possible through OneGuards continued experiments with cheap substandard repairs. My 10+ service calls should be an indication that replacement is the correct resolution and that a repair that works is not possible by them. They should not be in the home warranty business if they do not want to replace items after 10 service calls and repairs that do not hold up. I am also filing a seprate *** Complaint against ******* ************ seeking refund of all monies paid to them. I have also filed complaints against OneGuard and ******* ************ with ******* **** ** *********, ***** ********* ** *********** and the ******* ***** ******** ********* ******.

Business Response: Dear *******,
I have been in direct communication with Mr. *******.  We believe we have this worked out, and Mr. ******* has agreed to move forward with repairs to be performed by **** ****.  The repairs should be completed tomorrow, October 24, 2014.  Mr. ******* has my phone number and will let me know if he needs additional assistance.  I can send you a follow up status once the repair has been completed.  Please feel free to call me if you have any question. - ********

Sincerely,
******** ******* 
Customer Relations Manager
Direct:  ###-###-####

10/9/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I discovered on 8/2 that the air handler and drain lines of my lower AC Unit were leaking water/condensation. This leaking resulted in the migration of water under the walls and into closets fostering the growth of mold. Despite the leaking at the air handler and associated drain lines, condensation continued to drip, as intended at the exterior condensation drip locations prior to and during the arrival of the service technician (employed by **** ***** ****) dispatched by One Guard Home Warranties (the” Company”). When the call was made for service, the Company disclosed that clogged condensation lines were not covered but they would provide a complimentary clean out this one time for the payment of the $59 service fee. I told the person on that call, which was recorded, that there is not a problem with clogged condensation lines as those are properly draining outside the house. Instead, I revealed that the air handler and drain lines were leaking inside the closet where the A/C air handler is located. The Company representative agreed to open an order #******and said someone from **** ***** **** (the Contractor) would reach out to me to schedule service. Before service began, the Contractor’s technician was quick to disclose that clogged condensation lines are not covered but he would provide a complimentary cleaning at this time (for my payment of the $59 service fee). I explained the lines were not clogged; that they were presently dripping condensation outside of the house as intended; and instead, the services needed were related to leaking inside the air handler or with the drain lines at the junction with the air handler. After trouble shooting for a while, the technician managed to stop the leaking by putting some silver, metallic adhesive (foil tape for lack of a better description) onto a small hole or valve located on the side of the air handler inside the closet that houses the unit. Though the technician stopped the rapid displacement of water and condensation at the air handler location, it quickly began to leak water at the first elbow of the drain line exiting the air handler. The technician then made a call to his manager who instructed him not to touch the condensation lines and quoted me $129 to come back tomorrow to fix it and another $189 to install a Safety Switch intended to shut off the air handler in the event of condensation backing up. I told him that would not be necessary if he simply fixed the leak that he was called to fix and fixed the leak that manifested after he started his work and diagnosis on the air handler. The technician then made an attempt to cure the second leak (manifesting for the first time after installing the foil tape) by covering the elbows with blue PVC glue and stated that “the PVC drain line was cracked.” I could not verify the “crack” but his slathering of blue PVC glue all over the PVC drain line and elbows slowed the leaking, but even at the time he left, 1 hour after his arrival, water continued to leak from the drain lines inside the closet where the air handler is located. The next morning (8/5/14), I discovered that the air handler was leaking again, with a pretty steady flow, at the location originally identified as well as the elbow joints on the air handler drain line inside the closet where the air handler is located. I called the Company this morning to address this failed repair attempt and my dissatisfaction with the service and coverage provided. The automatic tone and response I received from the low level customer facing representative of the Company was that condensation lines, pans, stoppages and rust were not covered items. I explained that I recognize that language in the contract but the issue was not with a clogged condensation line and instead with a leaking air handler and drain line. She then proceeded to tell me that “problems caused by dirty and/or clogged coils” would not be covered and that the leaking could be associated to that condition. I took that opportunity to relay that the technician shared with me: “the coils look clean and are in good condition” not to mention, the air filter is clean but should be changed every 30 days. Next, the customer facing representative of the Company told me I should call the Contractor to resolve the issue. I explained that my contract with the Company should not require that I seek redress from some third-party that they chose to remedy the problem. I also pointed out that their website proudly advertises a “No Band Aid Repairs” policy and that “if we can’t fix it, we replace it.” Forcing me to now deal with Contractor, a third-party that performs shoddy, “Band-aid” type repairs, which are incompatible with industry standards is not what I bargained for when I purchased the warranty from the Company. Unhappy with this categorical denial, mischaracterization of the issue to justify a denial, attempt to kick the problem onto someone else’s lap and well programmed responses aimed at denying my claim, despite having any first-hand information about the condition of the unit or the work performed, I asked to speak with the next level manager. I have not heard from that manager or anyone at the Company, but told it could take 24 hours. In paragraph F.2. of the Centurion Contract with the Company (the contract presented to me at the time I purchased this coverage plan in April 2014), it reads that “Electric central air condition systems, … including: … air handlers and drain lines” are covered items.

Desired Settlement: I would like the work, which is a covered item according to the terms of the contract with the Company, be performed and in a manner consistent with widely accepted industry standards. If the repair work to the air handler and drain lines cannot be performed, I would like the air hander to be replaced as would be covered under the terms of the contract.

Business Response: Dear ****** ********,

Please know we truly regret the homeowner's dissatisfaction with his claim for the air conditioning system.  A representative from our Customer Relations team has left a voice message and sent a follow up e-mail to the homeowner, expressing that we would like to assist with achieving a positive outcome.  The representative has provided the homeowner with her direct call back number and will follow up again before close of business today if she does not hear back.

We will let you know the end result and hopeful that this will be resolved.  Thank you and please know your questions are always welcomed. -******** 

Sincerely,
******** *******
Customer Relations Manager
Direct:  ###-###-####

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 

7/18/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I have been lied to by this business for the last time. My most recent problem with them is that I purchased their sprinkler/ drip system coverage as a late add-on in May 2014. Their policy during time of renewal did not explain that drip system coverage for plants was now rolled up underneath the sprinkler system plan (I do not use sprinklers), and my coverage covered drips in the past. I had to put in a claim for drip system repair and went back and forth with Oneguard for 2 weeks due to denial of service. They finally admitted the error in their policy and reached a compromise with me. I purchased the additional coverage for this year in order to receive service. Now that the work that was done on the drip system is failing, and my yard is flooded once more, I called in to put in another claim. They said that I was not covered. It turns out that they added coverage for me in the previous home owners policy year period and not this one. We agreed upon the phone that the claim would be honored and that my policy addition would be for this year. Why would anyone agree to pay for a plan that is expired? I spoke to a woman named ******* at 10:30am this morning of Saturday 7/12/2014. I walked her through the entire situation in a calm, organized and logical manner. She had the nerve to say "Well, in my line of work, I hear all sorts of crazy talk" ...! I asked her if she was implying that my talk or that I am crazy and she said "noooooo", but would not explain herself further. I told her that I could no longer deal with their tactics and would file this report and she sarcastically wished me a nice day and hung up when I was not ready to finish the call. This company has also in the past, 2 years ago, lied to me about my coverage in regards to my air conditioner. I had my parents(who also used OneGuard home warranty) ask the company about their AC coverage and they received a completely different response, saying that AC systems are covered.

Desired Settlement: I want an apology and I want them to honor their word and apply my $60 payment for additional coverage properly. I am tired of their lies.

Business Response: Dear Better Business Bureau,

Please know we have reached out to the homeowner directly to successfully resolve this matter.  We have apologized for the behavior of our representative and have also taken corrective action to ensure that interaction of this nature will not happen again.  We have also added the sprinkler/drip system coverage to the homeowner's policy.  The homeowner has advised OneGuard that he will relay the positive outcome to BBB as well.

Thank you for allowing OneGuard Home Warranties the opportunity to provide you with this information.  Please feel free to contact me directly if you have additional questions. - ******** 

Sincerely,
******** *******
Customer Relations Manager
OneGuard Home Warranties 
P:  ************  

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,

**** ******

 

7/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Did not provide emergency service for an AC unit out on the hottest day in ** ***** ***** for 2014 with a special needs child in the house.

Desired Settlement: To receive a refund on the $69 dollar service fee I had to pay.

Business Response: Dear Better Business Bureau,

OneGuard Home Warranties is actively working directly with this homeowner to resolve this complaint.  We will advise you of the outcome.  Thank you for your time and consideration.

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

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is very acceptable.  Once a supervisor was assigned to this issue, OneGuard has responded very quickly, respectfully, and appropriately to resolve not only the repair, but also the confusion over the warranty wording.  Their supervisor, ****, was excellent in her patient, understanding approach to deescalate the situation and quickly act upon a professional repair and complete problem resolution.

At the beginning of this issue, I was ready to cancel my home warranty, but now will continue with One Guard for years.

Regards,

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

 

6/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My home warranty contract took effect on 5/11/2014 as a direct to consumer plan. My contract had a lapse in coverage and I decided to start up my warranty again on that date. This morning, my roommate who's in the plumbing business and so is her family woke up @5:30am and went into the garage to find it flooded. The bottom of the water heater came off and water leaked everywhere. I called the warranty, processed a claim (and of course they charged my credit card for the service as soon as they humanly could). The tech came out today, found the water heater "rusted and corroded" and sent the information to them. Next thing I know, my claim is denied. Of course, I mean how else would this company make money if they actually did what their contract says they will do and replace my damn unit. I call in (many times) to get clarification on why my claim is denied. They say things like "rust and corrosion" cannot occur between 5/11-now. What kind of logic is that? We live in arizona in the middle of May/June when it is scorching hot and if there is any type of moisture, rust can occur within DAYS if not hours. I know, I have asked a plumber hence my roommate being in the plumbing business. Also, I have taken many science classes and this is proven. This is an unfair denial and should be overturned or I will hire a lawyer and seek litigation against this company who is denying on a basis they can't even scientifically prove. The rep also proceeded to argue with me saying if I had a home inspection (I have been living in the home over 2 years why would I have a home inspection?) it would say my water heater needs to be replaced. I proceeded to explain that is absolutely not true, I work with home inspectors on a daily basis and home inspectors are not licensed plumbers. Many of them will just document on the home inspection that they see rust. They will mark it ask working if they don't physically see if leaking they will not say it is deficient just because of rust.

Desired Settlement: This needs to be overturned!!!!

Business Response: Thank you for allowing OneGuard Home Warranties the opportunity to address the homeowner’s concerns regarding her claim for the water heater.  A careful investigation has been conducted before advising the homeowner repairs would not be completed under the existing service agreement, and this letter will explain our position.

The OneGuard team reviews the nature and cause of the issue the homeowner is experiencing, and will do everything possible to cover the claim.  Please know we are required to follow the parameters set forth in the service agreement, and favor on the side of our customers when the situation is unclear.

Here is a review of the specific timeline of events in relation to the claim and what led to our ultimate decision:

The homeowner’s original warranty coverage expired on January 30, 2014.  She started a new policy with the effective date of May 11, 2014.  Please note, new policies are subject to pre-existing conditions and OneGuard requires that covered items are in good working order upon the effective date of the home warranty. 

On June 12, 2014, the homeowner initiated a claim for service advising there was no hot water.  A work order was created on her behalf and forwarded to our preferred service contractor.  The homeowner paid the $59 service fee as per the terms of the service agreement.  The $59 service fee is collected every time a work order is created and a service contractor is dispatched to the property to diagnose a failure.  

Our licensed contractor was dispatched to the property on the same day and called OneGuard with the following diagnosis:  The water heater is leaking and requires replacement.  He advised the unit has been leaking for a while as the bottom of the water heater is visibly stained with longstanding rust and corrosion, as well as the surrounding concrete floor which has rust stains.  The top supply line of the unit is also corroded.  He confirmed the failure to the unit is pre-existing, and the leaking has been going on longer for than one month as evidenced by the rust.  The technician also forwarded a photograph of the unit to OneGuard to demonstrate his findings (please find the attached picture).  

All of the information was taken into consideration by OneGuard’s Authorization team:  The professional diagnosis from the service contractor, picture of the unit showing red rust deterioration, effective date of the home warranty, and the current condition of the water heater.  The claim would not be covered under the service agreement due to the pre-existing rusted condition of the unit prior to the effective date of the home warranty. A representative from OneGuard’s Authorization team spoke with the homeowner directly to explain the denial of the claim.  During the conversation, the homeowner inquired about unknown pre-existing conditions.  The representative advised the homeowner that she did not select optional coverage to include Undetectable Pre-existing Conditions.  The representative also explained that the condition of the unit would have been detected by a visual inspection, and further evaluation by a qualified tradesperson would have been recommended due to the presence of red rust which takes longer than 30 days to advance to this state.  

Please see the excerpt taken from the service agreement:

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; b. Become inoperative from normal wear and tear after the effective date of this warranty contract.

E. TRADE SERVICE FEE (page 3 of 6) 1. For each separate trade item, you are responsible to pay a $59.00 service fee (service fees for A/C & Heating System Tune-ups must be paid at time of service request). The service fee will be due and payable to OneGuard or the Service Contractor at the time of scheduled service request.

The homeowner called back and spoke with another Authorization specialist who reviewed the claim, explaining why it would not be covered as the current state of the water heater has been determined to be pre-existing.  The homeowner was in disagreement with the outcome.  Therefore, the claim was relayed to OneGuard’s Customer Relations team requesting a final review and call to the homeowner to further explain the denied claim. 

The Customer Relations representatives analyzed the entire timeline and details of the claim, and a representative placed a follow up phone call to the homeowner, leaving a voice message.  In the meantime, the homeowner submitted a complaint to BBB and has not returned our phone call to offer further clarification.  We regret the homeowner is dissatisfied with the outcome of her claim.  However, OneGuard has always acted in good faith and within the parameters of the service agreement.  

In closing, OneGuard will not be making repairs to the water heater due to the pre-existing condition of the unit prior to the effective date of the policy.  OneGuard Home Warranties respectfully requests for Better Business Bureau to close this complaint ‘Administratively Judged Resolved’.  Thank you for allowing OneGuard the opportunity to provide this information.  We sincerely hope it helps.  

OneGuard Home Warranties
Customer Relations Team

5/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On approximately February 24th, ****** (my wife) called One Guard Home Warranties. She clearly explained the problem we had at our home, in hopes it was covered under our home warranty. We had an *** conditioning company come out and diagnosed a freon line originally placed in and through the house slab from the compressor to the heat pump was leaking. She asked specifically is this covered under our home warranty. The answer she got was one of “their contractors would have to come out and check out the system”. ****** assured the One Guard agent we had a well qualified company already diagnose the problem, they indicated it might be covered a home warranty. The agent pressured ****** into an appointment and indicated it might be covered under our home warranty. The air conditioning company assigned to us was *** ******. When the Tech arrived I explained the situation and he told me they would not cover it. He called One Guard and yes in fact was told emphatically it would not be covered. We of course did not know if this was pre-existing or not as the house was vacant for several months before we purchased it in June 2013, same time we purchased the home warranty. Obviously we feel like this is a scam. Our projected repair was clearly presented and ****** was told”maybe it might be covered and we will work with you on the service call if it’s not covered”. ****** called back several times and talked with ****** whom indicated she had to review the taped call. We have never been called back or responded too in anyway. This is a poor representation of a company that claims to be the “leader in home warranty business. The mixed messages and “lets roll the dice and see” attitude practice has cost me $55, and I want a refund ASAP. If this is not resolved here I am prepared to file more complaints to the appropriate authorities having jurisdiction. Invoice # ******* Policy#****** Work order # ****** Sincerely ******* ***** **** West ****** ***** ** *******r AZ 85248 Email: ************@***.net Phone: ###-###-####

Desired Settlement: refund of $55

Business Response:

April 8, 2014

 

Patrick *****

**** W ****** Broom Drive

Chandler, AZ 85248

 

Re:  OneGuard Home Warranties Business Response for Complaint ID *******

 

Dear Better Business Bureau,

 

Thank you for allowing OneGuard Home Warranties the opportunity to look into this claim on the homeowner’s behalf and to clarify key information.  Please know we have reviewed the digitally recorded phone calls with respect to this complaint.  OneGuard has always acted in good faith and within the parameters of the service agreement, and will not be issuing reimbursement for the $55 service fee.  


Here is a timeline of events and summary of the phone conversations:  

 

On February 27, 2014, ****** advised that it was diagnosed that the Freon lines in the wall were leaking for the *** conditioning system.  Please note, OneGuard does not accept diagnosis from outside contractors.  ***** wanted to get an estimate from OneGuard on the cost to rep*** and wanted to go through homeowner’s insurance (we believe she was referring to OneGuard - sometimes people refer to us as insurance).  

 

Our representative spent several minutes on the call, and offered to create a work order on her behalf.  ****** asked if the rep*** would be covered.  She felt that it should be.  She also wanted to know how much of the cost OneGuard would cover.  The representative advised that if it is due to normal wear-and-tear it could potentially be covered.  The representative said, “We can definitely set up the work order for the service fee, but if the technician goes to the home and the problem you are having is not covered under the home warranty, you are still responsible for the service fee.”  ****** agreed and said she would expect the rep*** to be covered.  The OneGuard representative further reiterated that if the problem was not due to normal wear-and-tear, it would not be covered.  ****** chose to move forward with creating the work order and paid the service fee over the phone.  She then asked if the service fee is always due.  The representative replied that it was and ****** said, “All right.”  It appears she understood.  Please also note, our representative never advised that if the repair was not covered that OneGuard would work with you on the service call.  That is not correct information.  Further, the OneGuard representative never placed any pressure on the homeowner to create a work order.  


On February 28, 2014, the service contractor was dispatched to the property and provided OneGuard with the following information:  The unit is low on refrigerant.  The homeowner had both units replaced 6 months ago.  The party that installed the units had to come back twice to add more refrigerant.  There are no visible leaks.  The line sets under the slab and the leak is coming from the line in the slab.  He advised the line set would require replacement.  He explained that this could have happened when the new unit was installed.  One scenario for this to happen could possibly be due to a joint in the ground, which caused the concrete to crack and the copper line to separate, and does not happen due to normal wear-and-tear.  Something had to cause it to crack.  The claim was ultimately denied due to non-normal wear-and-tear conditions.  

 

On March 4, 2014, ****** called OneGuard stating that she should not be responsible for the service fee.  The representative read the notes in the system regarding the claim to ****** and requested to speak with a supervisor, as she felt the information was not accurate.  The representative confirmed contact information and advised that the supervisor would review the phone call and call her back.  OneGuard did in fact respond and on March 6, 2014, a supervisor left a voice message for the homeowner.  The homeowner never returned the call and OneGuard subsequently received the BBB complaint on March 27, 2014.  



In closing, we have reviewed the timeline of the homeowner’s claim in its entirety and OneGuard will not be reimbursing the homeowner for the service fee.  Per the terms of the service agreement, the service fee is rightfully due.  Our representative explained the service fee was due when the work order was created and the homeowner agreed to the terms.  OneGuard Home Warranties respectfully requests for BBB to close this complaint ‘Administratively Judged Resolved’.  Thank you for your time and consideration.

 

Sincerely,

OneGuard Home Warranties

Customer Relations Team



 

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 technician that was sent out to my house did not diagnose anything - did not inspect anything- did not review any part of my air-conditioning system. How can they charge me for an evaluation of a system that was not even looked at? If in fact this warranty company refuses to accept a diagnose from another why was my system not thoroughly diagnosed to properly determine what is the malfunction? The Technician to stop by talk with me less than 10 minutes. He called this warranty company and it was simply decided what ever the problem is – is just not covered no matter what it might be. This warranty company claims to have recorded conversation, I would like the file emailed to me. Do they also have a recorded conversation between me and their service Tech? Does it have the conversation of the service Tech's call to the office?
 
This is clearly deception at its best. Bottom line we called for a determination of what was wrong with our system it was not evaluated. The warranty company claims it does not accept other diagnoses; but refuses to inspect my system and thinks I should pay for a technician to simply stop by and chat with me? WRONG!
There should be no service due as there was no service, inspection, simply a conversation. As I stated previously I should not pay for a service call that did not happen; this cannot be considered a service call if nothing was inspected

?


Regards,

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

Business Response: Hi ******,

Please let me know if you need anything else.  - ******** ******* direct:  ************

Business Response:

Dear Better Business Bureau,

 

Thank you for allowing OneGuard Home Warranties the opportunity to perform a final review of the homeowner’s claim.  Please accept this as our final response.  OneGuard stands firm in our position and we will not refund the homeowner the service fee.  Per the terms of the service agreement, the fee is due.  The information was explained to the homeowner’s wife when she called in for service, and requested for OneGuard to create a work order on her behalf.  The information in our original response is an accurate summary of phone conversations and notes in our database.

 

Here is an excerpt taken from the homeowner’s agreement to further explain the trade service fee in more detail:

 

E. TRADE SERVICE FEE (page 3 of 6)

1. For each separate trade item, you are responsible to pay a $55.00 service fee (service fees for A/C & Heating System Tune-ups must be paid at time of service request). The service fee will be due and payable to OneGuard or the Service Contractor at the time of scheduled service request. This includes when:

a. A customer cancels service request after the Service Contractor is in route to the customer’s home; b. A customer fails to provide accessibility necessary to perform the service request; c. A Service Contractor’s diagnosis results in a partial or complete exclusion of coverage; or d. OneGuard approves a customer’s request for a second opinion. 2. Repairs are guaranteed for 30 days.  Should failure of that item occur within 30 days, another fee will not be charged. 3. Failure to pay service fees could result in suspension or cancellation of this residential service contract.

  

The homeowner agreed to the terms of the agreement and paid the service fee upon creating the work order.  OneGuard proceeded to dispatch a licensed HVAC technician to the property to evaluate the situation.  The technician completed an inspection of the system and advised OneGuard that the unit was low on refrigerant.  He also advised that the homeowner had both units replaced 6 months ago.  The party that installed the units had to come back on 2 separate occasions to add refrigerant.  The technician found no visible leaks and advised that the line sets under the slab, and the leak was coming from the line in the slab.  The line that is set under the slab would not break due to normal wear-and-tear.  Something had to cause the breakage and the line set would require replacement.  He explained that this could have happened when the new unit was installed.  As we explained in our initial response, one scenario for this to happen could possibly be due to a joint in the ground, which caused the concrete to crack and the copper line to separate, and does not happen due to normal wear-and-tear.  Something had to cause it to crack.  The claim was ultimately denied due to non-normal wear-and-tear conditions.  Please note, the home warranty will pay for covered items that are due to normal wear-and-tear conditions.  

 

Here is an additional excerpt taken from the homeowner’s service agreement that explains warranty coverage:

 

A. WARRANTY COVERAGE (page 2 of 6)

1. In accordance with the terms and conditions of this residential service contract, OneGuard Home Warranties will repair or replace your selected covered items so long as they: a. Are in good, safe working order and correctly installed at the premises on the effective date of this residential service contract; b. Become inoperative from normal usage (normal wear-and-tear) after the effective date of this residential service contract.  

 

At this time, we encourage the homeowner to deal direct with the company that installed the new units for resolution.  OneGuard Home Warranties has been in business for 22 years and is a value driven organization.  We have attempted to communicate with the homeowner by responding to the homeowner’s complaint and addressing their concerns, and consider this matter closed.  Thank you for your time and consideration.

 

Sincerely,

OneGuard Home Warranties

Customer Relations Team 

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,

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

 

 

4/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Every warranty/insurance company is the same... until you need service! Oneguard/Service one is not any different. My complaint starts in August (summer in AZ) when we purchased a new home along with a home warranty from Oneguard/service one. Everything was fine until winter came and our heater went out. As expected we contacted oneguard and scheduled service. One guard was prompt in their efforts to sent out a tech. In a lot of words the tech said the heater was dead and he needed to talk to oneguard. The tech did not charge us a fee or leave any paperwork showing his diagnosis. After a few days oneguard contacts me and asks for the inspection report from when we purhcased the home. I complied with the request. Shortly afterwards they said they are not covering anything on the claim. When I asked why they said, it was a pre-existing condition. I then speciifcally asked what the condiiton was and they said there were two parts . The ironic situaiton is that those same two parts were used during the summer months with the A/C. So the parts were working, but they still chose not to cover the problem. They must have felt bad for screwing me and not honoring thier contracts so they offerred me a small check for around $250.00 (they took thier $55.00 service fee out of the check) just because they are nice people. Of course I took the money but I did not accept it in lieu of them honoring thier contract. I asked service one for a copy of the tech's invoice multiple times, but thye were never able to provide me with one. They always said they were working on it; Which I know now was a lie. I wanted the invoice for my records just in case I needed to tkae them to court for not honoring thier contract. My familiy was freezing so I had to purchase a new unit for approx 8K. Fast froward until 2 weeks ago Saturday- I had a kitchen sink leak/plumbing problem. I called oneguard and they told me they couldnt have someone out until Monday. I thought that was strange conisdering there was a plumbing leak that could resutl in additional damage. Some how they (oneguard) contacted ******'s Plumbing and they were able to come out the same day. The tech who came was very nice but he couldn't find the problem. He initially told me that there was nothing wrong but I woudn't accept that answer so we found the leak together. He said the leak needed oneguards authorization to fix because it was going to be expensive. He said the next step would be to have oneguard give an authorization and them someone would give me a quote. On Monday the 10th ******'s called me and said that they would have a supervisor our to give me a quote. Tuesday morning came and the tech called and said he was held up on a job so he woudl juist give me a quote based on his last time at my house. I thought it was odd because a supervisor was suppose to come out but I trusted that oneguard and ******s were reputable companies (wrong choice) so I went with it. The tech called me and told me that the total job was just over $1100.00 and my portion would be $305.00. I kindly asked that he send me that in writing with all of the numbers broken down in detail so I could review it. That is when the situaiton turned fishy. I gave the tech my email address via text (the "" "" are saved text conversations that I have between me and the tech) and here is what I said "please email me the quote . I would like it as detailed as possible to show prices for parts, labor, etc. Thanks" . The tech responded, " My service manager basically said that its going to be $305.43 your cost. If you would like to make access for us and remove the block that we need then we would not charge you a penny. 1 guard will pay the rest for the plumbing and the stoppage that you have in the kitchen. So we will not be emailing anything to you if you would like any more detailyou need to contact one guard adn see if they will give it to you. thanks ******" . I then respsponded, "That doesn't seem like the norm for a legitimate business. Ill see if oneguard will email me a breakdown. Thanks". Then the tech responded, okay have a good day". I then called oneguard and was given a different breakdown on price (verbally) . I was told by oneguard that ******s will be paid roughly $242.00 which included all parts and labor. The gentleman helping me form oneguard said that I would need to speak to ********* to get more details. The next day ********* called me back and went over the pricing with me. ********** pricing was similar to what the other oneguard rep stated. I then expressed my concern about ******s for telling lies. I asked for another company and a detailed breakdown in wriitng of the costs associated with my problem. The email I received form ********* said, "******- Per our conversation **** **** HVAC& plumbing ###-###-####". Still I didn't receive a written quote. Today is 03/17/14 and I called oneguard because my leak is still present and is probably causing more damage. After being on hold for about 10 minutes I was able to speak with ********* . I again expressed my concern with this situation (******s, lies, no quote), the ac/heat situation and my plumbing problem. I asked what do I need to do to switch plumbing companies As of right now ********* is supposedly looking into the situationadn he or someone from customer relations will be contacting me. These warranty companies gamble when they offer you the home warranty. Since they are still in business , I woudl assume for the most part they win on thier gamble. The problems arise when they lose on the gamble and have to pay out. They try to scam , lie and cheat their way out of paying. This fraud needs to stop!!! These companies need to be regulated so they cannot continue to screw consumers.

Desired Settlement: By finishing the job, I mean: 1) A/C-HEAT- Pay me at least their maximum AND give me a detailed receipt of what happened. I dont want something made up, I want an actual original receipt documenting the events that took place. 2) Plumbing- I want it fixed by a repuatable company in a timely manner. I have already wasted an unreasonable amount of time dealing with this situation. Everyday that the problem continues more and more damage could occur. 3) Stop being criminals and act like a reputable company. If I wanted these problems I would have purchased a home warranty from a guy in an alley or on **********.

Business Response: March 26, 2014 RE:  BBB Complaint ID ******* / OneGuard Home Warranties Business Response for ****** ******** Dear Better Business Bureau, Thank you for allowing OneGuard Home Warranties the opportunity to provide information regarding the homeowner’s claims for the heating system and most recent plumbing repair.  We sincerely regret the homeowner has expressed such dissatisfaction with OneGuard and our contractors.  Our number one priority is to provide service that exceeds our homeowners’ expectations and we apologize that did not happen in his situation.  We will attempt to address all issues in his complaint and clarify key points.  The OneGuard team reviews the nature and cause of the issue the homeowner is experiencing, and will do everything possible to cover the claim.  Please know we are required to follow the parameters set forth in the service agreement, and favor on the side of our customers when the situation is unclear. We will first address the heater claim from December 9, 2013, which was denied due to the pre-existing condition of the heater being in a state of “disrepair” prior to the effective date of the home warranty.  This information was noted on the home inspection report provided to OneGuard by the homeowner.  Please note, OneGuard often asks for home inspections to use as a tool to determine if the unit in question was in good working condition prior to the effective date of the warranty.  Per the terms of the service agreement, OneGuard requires that covered items are in good working condition upon the effective date of the home warranty.  The heater was clearly not in good working condition.  This is firmly evidenced by the home inspection report which reveals the heater was marked as “Needs Attention”.  Further, the inspector noted he did not test the heater, as the unit was in disrepair, recommending immediate service (please find the attached copy of the home inspection report which outlines various problems with the heating system).  Additionally, per the homeowner in his original phone call for service to OneGuard, this was the first time he ever used the heater upon moving into the home.  The diagnosis provided to OneGuard from the service technician follows:  The furnace is dirty and in poor operating condition.  When attempting to turn the heater on, smoke filled the home.  The control systems and blower motor are bad and not installed properly, requiring replacement.  He also advised this was the first time the heater was turned on by the homeowner.  All information was taken into account and analyzed by OneGuard’s Authorization team, and the claim would be denied due to the pre-existing condition of the heater.  On December 10, 2014, a representative from OneGuard spoke with the homeowner directly to explain the repair was not covered because it was not inspected, and this was the first time the homeowner attempted to use the unit.  The inspector did not turn the unit on to inspect indicating it was in a state of disrepair, requiring immediate attention.  Based on the information provided in the home inspection report, and the professional diagnosis from our licensed contractor, OneGuard concluded the unit was not in good working condition at the start of the home warranty, and did not consult with a qualified contractor as recommended by the inspector.  Please see the excerpt taken directly from the homeowner’s service agreement to help further explain our position: WARRANTY COVERAGE (page 2 of 6) 1.  In accordance with the terms and conditions of this residential service contract, OneGuard Home Warranties will repair or replace your selected covered items so long as they: a. Are in good, safe working order and correctly installed at the premises on the effective date of this residential service contract.   F. SENTINEL COVERAGE (page 3 of 6) 1. NO FAULT COVERAGE COVERED:  This residential service contract covers breakdowns caused by unknown pre-existing conditions such as 1) insufficiently maintained systems, 2) rust or corrosion, 3) mismatched systems, and 4) improper installation or repair so long as the mechanical failure was not known, would not have been detectable by a state certified home inspection or a OneGuard mechanical inspection, and was not caused by the contract holder. NOTE: The No Fault Coverage is intended to cover unknown pre-existing conditions caused by the previous owner.  For purposes of determining whether a breakdown was caused by an unknown pre-existing condition, we will accept a state certified home inspection or a OneGuard mechanical inspection as proof that the problem was unknown so long as the inspection was performed on the defective covered item and completed within 90-days of the effective date. This coverage is not intended to take responsibility for normal maintenance and proper use of appliances and equipment by the contract holder.  The contract holder must have all known pre-existing defects correctly repaired by a service professional and deliver to OneGuard any paid invoices evidencing the repairs before the defective item can be covered by this residential service contract. This coverage also does not cover undersized systems. As a good faith effort, the OneGuard Account Executive that services the homeowner’s area offered to assist him with $250.00 to apply towards the replacement of the heater, which he accepted.  The homeowner did not pay the $55 service fee for the contractor to go to the home to diagnosis the heater as outlined in the service agreement.  Therefore, that amount was deducted.  Please note OneGuard has also forwarded a copy of the invoice from Lee Collins to the homeowner per his request. Please see additional excerpt from homeowner’s service agreement with respect to the service fee that was due: E. TRADE SERVICE FEE (page 3 of 6) 1. For each separate trade item, you are responsible to pay a $55.00 service fee (service fees for A/C & Heating System Tune- ups must be paid at time of service request). The service fee will be due and payable to OneGuard or the Service Contractor at the time of scheduled service request.   Next, we will address the most recent plumbing claim the homeowner is referring to.  Please note, as of March 24, it is our understanding the repair has been completed.  When the homeowner originally called in for service advising of a leak under the kitchen sink, our Customer Care Advocate called several contractors on his behalf in an effort to expedite service prior to Monday.  Fortunately, ******’s was available to run the call.  The technician from ******’s advised OneGuard of the kitchen stoppage.  He recommended replacing the drain pipe and clean out.  He believed the pipe was cracked and that water was backing up into the wall.  He called OneGuard’s Authorization team to get approval for the repair as the cost to replace the pipe would exceed $200.  OneGuard provided the technician with approval to move forward with the repair.  The $305 the homeowner is referring to, is the cost to access the pipe through a brick wall.  It would take approximately 3 hours of labor to obtain access ($96 per hour plus tax).  Per the terms of the service agreement, costs for access are not covered under the home warranty.  Therefore, that portion would be the responsibility of the homeowner.  However, the cost of the pipe replacement and leak repair would be covered by OneGuard under his service agreement.  The homeowner expressed discontent with the expense for access and contested the cost.  He spoke with a representative from OneGuard and advised he was going to get quotes from outside companies before moving forward with the repair.  OneGuard offered to issue the homeowner a cash out to use his own contractor to complete the repair on his own.  According to the homeowner, the cash out offer was not enough.  It is also our understanding the homeowner sent several text messages to the technician afterhours regarding the matter, and would only allow the technician to return to the property afterhours to complete repairs.  The homeowner is also stating that ******’s is refusing to provide documentation.  Therefore, we spoke with ******’s directly.  They advised they do not leave paperwork with homeowners on the charges they bill directly to OneGuard.  However, they provide a pink copy of their diagnosis, and will provide and invoice to the homeowner for any Cash on Delivery (COD) repairs outside of the home warranty.  It was our understanding as of March 17, the plumbing stoppage was completed. The homeowner is also stating that a supervisor was supposed to return to the property.  We have reviewed the notes in our database with respect to this claim, and find no record of a supervisor returning to the property.  However, we have numerous notes regarding the homeowner calling OneGuard making accusations against OneGuard and ******’s, and threatening to complain to Better Business Bureau.  The claim was ultimately escalated to OneGuard’s Customer Relations team to try to achieve resolution in the situation.  The homeowner advised our representative the drain was not cleared and he no longer wanted ******’s back to his home.  The Customer Relations representative offered to send a different contractor to assess the situation and forwarded the claim to **** ****.  The technician from **** **** confirmed the drain was backing up and not draining.  He determined the arm that goes into the wall, was set in too far, and not allowing water to drain.  The technician pulled the arm out and cut the length down to allow the kitchen sink to drain, and it is now in working order and draining properly.  Fortunately, the technician from **** **** viewed the situation from a different perspective and resolved the problem.  We apologize if ******’s provided any mis-information and if there was any breakdown in communication between the homeowner and ******’s.  Please know we have communicated directly with them to review the entire timeline of events with respect to this claim in an effort to improve processes.  We have also flagged the homeowner’s policy to no longer send ******’s to the property.  In closing, OneGuard Home Warranties has always acted in good faith and within the parameters of the service agreement.  We have put a lot of effort to keep the lines of communication open with the homeowner and did our due diligence to genuinely help him throughout his experience.  The claim for the heater was a firm denial.  Additionally, the plumbing issue has been repaired.  OneGuard has fulfilled our obligations and respectfully requests for Better Business Bureau to close this complaint ‘Administratively Judged Resolved’.  Thank you again for allowing OneGuard Home Warranties the opportunity to look into this on behalf of the homeowner.  Please know your questions are welcomed. Sincerely, ******** ******* Customer Relations Manager OneGuard Home Warranties Direct:  ************    

Consumer Response: From reading this response it appears that OneGuard has gained expertise in writing rebuttals to complaints and manipulating the truth.  In the forthcoming document I will debunk every myth, stretched truth or lie that OneGuard has stated.   The OneGuard team reviews the nature and cause of the issue the homeowner is experiencing, and will do everything possible to cover the claim.   Complete misrepresentation at the very least!  OneGuard finds ways to weasel themselves out of covering claims. It was done with my heater and with my kitchen sink/drain problem. I will elaborate on each situation below. Heater- OneGuard States:  a-OneGuard requires that covered items are in good working condition upon the effective date of the home warranty b-OneGuard requires that covered items are in good working condition upon the effective date of the home warranty.  The heater was clearly not in good working condition.  This is firmly evidenced by the home inspection report which reveals the heater was marked as “Needs Attention”.  Further, the inspector noted he did not test the heater, as the unit was in disrepair, recommending immediate service How can something be declared not in good working condition if it was not tested? Most machinery that is 30 years old is going to look old. Bottom line is that the heater was not tested! Neither I nor OneGuard has the ability to determine if something works without testing it. Does the large company OneGuard bully the consumer or give the consumer the benefit of the doubt? In this case OneGuard used their size to bully the consumer. c-The diagnosis provided to OneGuard from the service technician follows:  The furnace is dirty and in poor operating condition.  When attempting to turn the heater on, smoke filled the home.  The control systems and blower motor are bad and not installed properly, requiring replacement.  He also advised this was the first time the heater was turned on by the homeowner.  According to one guard and their contracted technician “The control systems and blower motor are bad”   .  Before I was forced to spend just under 8K to replace my unit I asked the technician if the control systems and blower motor controlled the A/C too. The technician replied yes. My question to OneGuard is, if everything was in non-working condition how did the A/C work from August-November using the same parts that YOUR technician claimed was bad? Do you think a family of 6 with 4 children under 8 could live in a home in Phoenix Arizona during the summer months without a working A/C unit? Secondly, why did it take OneGuard several months to create an invoice from the technician? I have asked them multiple times over the several month period to provide me with an invoice for my records. d-As a good faith effort, the OneGuard Account Executive that services the homeowner’s area offered to assist him with $250.00 to apply towards the replacement of the heater, which he accepted.  The homeowner did not pay the $55 service fee for the contractor to go to the home to diagnosis the heater as outlined in the service agreement.  Therefore, that amount was deducted.  Please note OneGuard has also forwarded a copy of the invoice from Lee Collins to the homeowner per his request. I appreciate the $195.00 that the Account Executive gave me. I repeatedly told her that this is not a consolation prize for them denying fixing the true A/C problem. TO make matters worse when I spoke to **** about the heater claim (when I found problems with my leak claim) she said, “the account exec did not do it for me, she did it for my agent”, which is probably true. The problem is ******** from OneGuard is manipulating what happened to make OneGuard appear that they were doing things in good faith. According to **** from OneGuard, the account exec only gave me that money because my agent sends her a lot of business.   e-When the homeowner originally called in for service advising of a leak under the kitchen sink, our Customer Care Advocate called several contractors on his behalf in an effort to expedite service prior to Monday.  Fortunately, ******’s was available to run the call.  The technician from ******’s advised OneGuard of the kitchen stoppage.  He recommended replacing the drain pipe and clean out.  He believed the pipe was cracked and that water was backing up into the wall.  He called OneGuard’s Authorization team to get approval for the repair as the cost to replace the pipe would exceed $200.  OneGuard provided the technician with approval to move forward with the repair.   Again, ******** from OneGuard is manipulating the story with lies to make OneGuard seen less than fraudulent. OneGuard did not call multiple contractors to try to expedite the service. OneGuard said that if I wanted emergency service there would be an additional fee. I believe it was near $100.00 but I cannot be sure.  When OneGuard and I got off of the telephone I was left with the expectation that a contractor from ******’s would contact me Monday. Shortly afterwards ******’s contacted me to schedule same-day (Saturday) service. I made it a point to ask them if I would be charged a fee. They said that I wouldn’t because they had a tech that lived by me and was in the area. If we want to know the truth, let’s ask OneGuard to replay their recorded line that they advise people of. I would bet that they “erased” it.   f-.  The homeowner expressed discontent with the expense for access and contested the cost.  He spoke with a representative from OneGuard and advised he was going to get quotes from outside companies before moving forward with the repair.  OneGuard offered to issue the homeowner a cash out to use his own contractor to complete the repair on his own.  According to the homeowner, the cash out offer was not enough. Based on the misdiagnosis by OneGuard and their fraudulent contractor, it turned out to be a great idea to not accept the initial diagnosis. That would have been hard earned money down the train and damage to the exterior of my home. I am not sure how the plumber diagnosed the problem without taking anything apart. g-It is also our understanding the homeowner sent several text messages to the technician afterhours regarding the matter, and would only allow the technician to return to the property afterhours to complete repairs.  The homeowner is also stating that ******’s is refusing to provide documentation.  Therefore, we spoke with ******’s directly.  They advised they do not leave paperwork with homeowners on the charges they bill directly to OneGuard.  However, they provide a pink copy of their diagnosis, and will provide and invoice to the homeowner for any Cash on Delivery (COD) repairs outside of the home warranty.  It was our understanding as of March 17, the plumbing stoppage was completed. There were not any text messages sent afterhours, your understanding is wrong or you are deliberately telling lies. The text messages were on Tuesday 03/11/2014 from 10:46AM- 12:07PM. That was the day that the “supervisor” was suppose to come to my home to give me an estimate (see attachment). The text messages are a result of ******’s not having time to come back out to the property so the same tech (Jeremy) said he would talk it over with his boss. All that I requested was a written quote. I ask, why so secretive if you are not doing anything wrong? I DID say I would contact the BBB because of the fraudulent transaction that had taken place. h-The Customer Relations representative offered to send a different contractor to assess the situation and forwarded the claim to **** ****.  The technician from **** **** confirmed the drain was backing up and not draining.  He determined the arm that goes into the wall, was set in too far, and not allowing water to drain.  The technician pulled the arm out and cut the length down to allow the kitchen sink to drain, and it is now in working order and draining properly.  Fortunately, the technician from **** **** viewed the situation from a different perspective and resolved the problem. This is another lie from ******** at OneGuard. OneGuard did not offer anything. I had to fight with **** to get another company to come out to my home. **** repeatedly told me that is not what OneGuard does. She refused to support the human element of the situation. Any human that felt that they were lied too and taken advantage of, like me, would want another company to assess to the situation. After multiple conversations over several days with **** from OneGuard, she finally agreed to send out another company by the name of **** ****. Luckily, **** **** took the time to accurately assess the situation. It turned out that the exterior brick wall did not need to be broken into; nor did the vent pipe need replacing. Nor did I need to come out of pocket $305.00. The problem from start to finish took **** **** less than an hour to complete. i-We apologize if ******’s provided any mis-information and if there was any breakdown in communication between the homeowner and ******’s.  Please know we have communicated directly with them to review the entire timeline of events with respect to this claim in an effort to improve processes.  We have also flagged the homeowner’s policy to no longer send ******’s to the property. It is sad that you will still not accept responsibility for the actions of your staff and your contractors. In closing, OneGuard did not act in good faith with the heater or the plumbing.  Due diligence was not done and the company did not take the time to listen to the homeowner. I am more than willing to keep the lines of communication open with OneGuard to come to a mutually agreed upon resolution. The initial requests from my original complaint still stand. OneGuard trusted their paid contractor who led them down the wrong road both times. Both times the consumer (me) lost time and money.  OneGuard has not fulfilled their obligations. I respectfully request that the Better Business Bureau keep this open as an active and ongoing problem/complaint. OneGuard cannot continue to participate in unfair and deceptive practices towards consumers who put their trust and hard earned money into these faulty, non-backed by a reputable company service contracts that OneGuard/Service One provides. ** I have attached ******’s invoice and **** ****’s invoice**  One shows that ******’s does leave invoices, and the other shows that a reputable company could have easily fixed my plumbing problem without trying to empty my pockets. Thank you, ****** ********            

3/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: One Guard Home Warranties sent out **** **** plumbing to do some repairs.The plumber determined that the leaking faucet needs a new valve. He said he would order one and replace the valve. After a few days, we did not hear from him as we were told we would. My husband followed up with **** ****. My husband told **** **** which valve needed to be ordered, which in fact is the job of the plumber. My husband was told that it may take up to five business days to order that particular valve from a supplier.Five days passed, we received no phone call. I called **** ****. I was told "The part is still not here and we will call you when it gets here." Days passed, I called again and was told the same information. At this point weeks passed, I called again. I asked how it could take weeks for a supplier to ship the needed valve. I was told "We are not sure what is taking so long. Possibly storms are causing delays."I asked to track it and was told there is no way to do so. My response was that it was impossible to put an order in with a supplier and not be able to track it having the order number. I called **** **** again. I was told the part arrived and the plumber would be available to install the part on a Friday. **** **** called us Friday morning a few hours before the scheduled install and said, "Not all the correct parts arrived so the plumber has to reschedule."I called One Guard Home Warranties and explained all of the above. I asked for a new plumbing company to be sent out. I was told that the diagnostic process would have to restart and we would be responsible for the service call of the new company. After, ******** said she did not know what the hold up with the valve was and perhaps it would be quicker to order a new faucet. So she authorized such.Another week or so passed. **** **** told us the faucet arrived. Jaime, from One Guard called us a couple hours before installation saying that we would be responsible to pay for the extra few hundred dollars for the cost of the faucet.We are going on months with a broken faucet. One Guard failed to provide a new plumbing company after the realization that **** **** was incompetent. One Guard authorized a new faucet. They must fix our sink.

Desired Settlement: One Guard must fix our sink at no additional cost to us. They need to hire a new plumbing outfit to replace the valve or replace the faucet.

Business Response:

Dear Better Business Bureau,

Thank you for allowing OneGuard Home Warranties the opportunity to provide you with information regarding this homeowner’s claim for the faucet repair.  Our number one priority is to provide service that always exceeds customer expectations and we sincerely regret the homeowner is unhappy with the current situation.  Please know OneGuard’s Authorizations team has been actively involved with the claim, and has consistently communicated with both the homeowner and the service contractor throughout the entire process.  

OneGuard has been notified by the contractor that the part has arrived from the distributor and they are attempting to schedule the completion of the repair with the homeowner.  Unfortunately, we did not have a firm timeframe for the arrival of the part, and sometimes there are delays in obtaining parts.  Per the service contractor’s conversation with the distributor, the same information with respect to the timeframe for arrival, was also communicated to the homeowner.  

The Customer Relations team has also reviewed this information with the OneGuard Account Executive that services the homeowner’s area, and she would like to pay for the out of pocket expense the homeowner would have incurred for the new, upgraded faucet, as a one-time courtesy and goodwill gesture.  The amount is $132.50.  We would also ask for the homeowner to allow the service contractor to complete the repair.  Our team has left a voice message for the homeowner advising of this information, and hoping to achieve a swift resolution at this point. 

OneGuard Home Warranties respectfully requests for Better Business Bureau to please close this complaint ‘Resolved’. 

 

Sincerely,

OneGuard Home Warranties

Customer Relations Team

P:  ###-###-####

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 only if OneGuard Home Warranty ensures that ******** will replace the faucet by March 11, 2014 at no additional expense to us.

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

3/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Currently, we hold a home warranty policy with OneGuard for our primary residence. We reported an issue with our microwave oven in October 2013. The issue remains open even as of March 3, 2014 without a resolution and an expected date of completion. Over the past 5 months, we have had several communications with OneGuard and also the service providers that they assigned to resolve this issue. ****** Appliances was first assigned this issue, who is not even an authorized repair shop for KitchenAid, and they were unable to isolate the issue but took almost 4 weeks to come to this conclusion (including 2+ weeks when the microwave was at their shop). OneGuard wanted a second opinon and re-assigned this to *** Appliances. *** diagnosed that the issue was with microwave door handle and they took over a month to get a new part ordered (understandble). In Jan 2014, they installed the new part but realized that this did not fix the issue. They again took the microwave back to their workshop in Jan 20134, supposedly to replace another part. It has been close to two months and after repeated reminders/phone calls the issue remains open. We had brought this issue to OneGuard supervisor's attention in Dec since it was taking far too long to resolve the issue. Also, without the microwave we have an open vent to the exterior wall which was bothersome during winter time. OneGuard supervisor repeatedly promised that they are following up on this case and in touch with contractor to repair this issue but with no result. On Feb 20, we had contacted both contractor and OneGuard. Contractor said that the part has arrived and will get back next day with installation schedule. OneGuard promised that this issue will be closed by Feb 24. Neither of them followed up with us. On Feb 28, we followed up with both of them again ... contractor said that they will look into what is wrong and contact us but we are yet to hear from them after 4 days. On Feb 28, we spoke to OneGuard on the same issue and requested someone from supervisor team talk to us about why this issue is open even after 5 months ... absolutely no response. Over the past 5 months, we have made at least two dozen phone calls and half a dozen time off from work for contractors to work on this service request ... but absolutely no respect for our time and urgency to close this issue from OneGuard. We have been with OneGuard for past several years and have been extremely happy with the service. In fact, they have helped with other items much more promptly during this same period. But we are raising this issue with BBB since we seem to be unable to get a resolution and feel like they are taking our patience to get this resolved for granted.

Desired Settlement: We need to get this job resolved. Also, have few suggestions for them ... - please look into contractor's profile and ability to resolve issues before they assign a contractor - there should be some mechanism internally to look into long open issues and see how they can track it closure - respect customer's time and provide timely communication.

Business Response: Dear Better Business Bureau,

Thank you so much for bringing this matter to our attention.  Please know this is not typical of our operations and we sincerely regret the homeowner’s experience with the claim.  Upon receiving this complaint, our Customer Relations team immediately began looking into the situation and we are in the process of reaching out to the homeowner directly to achieve a swift resolution.  

We truly appreciate the homeowner’s feedback and value his 11 years as a loyal OneGuard customer.  This information has been escalated to our executive management team for internal review, and we have communicated directly with the service contractor regarding his concerns.  His satisfaction is extremely important to us and we want to be sure you know we take this information very seriously.  It allows us to improve processes and to provide additional training to our representatives and service contractors.

We appreciate the homeowner’s patience throughout this entire process, and will provide an update to BBB once a positive resolution is achieved.  Thank you again for allowing OneGuard Home Warranties the opportunity to look into this on the homeowner's behalf.

Sincerely,
OneGuard Home Warranties
Customer Relations Team

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 have been contacted by one of their supervisors with a resolution approach and am waiting to see the details in an email or writing. I will wait until for the business to perform this action, follow up to closure and, if it does, will consider this complaint resolved.

Regards,

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

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,

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


 

 

1/22/2014 Advertising/Sales Issues | Complaint Details Unavailable
1/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Paid for coverage on my washing machine. Devolved an issue with the motor/transmission on the washing machine beginning to fail called and paid $55 deductible they called gave my wife a hard time and when they sent the repaur person he refused to fix the washer and said it had to fail before they authorize the repair. I work as well as have three kids I cant afford for the washing machine to break down before haveing this issue fixed. I want then to honor the contract and repair my washer.

Business Response: Thank you for allowing OneGuard Home Warranties the opportunity to review the homeowner’s claim and provide the following information.  On December 30, 2013, the homeowner initiated an online claim for the washing machine, advising it was making a loud noise when it stops.  On January 2, 2013, the service contractor was dispatched to the home to assess the unit and advised OneGuard no mechanical failures were present.  The motor and transmission were intact and the machine was operating properly.  The noise the homeowner was hearing was due to the springs on the tub, which is common.  The home warranty covers for the mechanical breakdown of covered items as outlined in the terms of the service agreement.  We encourage all of our homeowners to review coverage.   Upon assessing the unit and determining the machine to be working, the work order was closed by the service provider as no repairs were warranted.  The $55 service fee is the amount charged every time a work order is created and a service contractor is dispatched to the property to assess covered items.  This is also outlined in the terms of the service.  Please see the attached copy of the service agreement to help further explain coverage.  

Please note the homeowner has never contacted OneGuard Home Warranties directly to express any discontent with the outcome of this claim. The BBB complaint is the first indication to us the homeowner was unhappy.  We regret he did not make the effort to contact OneGuard to talk so we could help address any concerns, as we know BBB encourages consumers to attempt to deal direct prior to submitting a complaint.  OneGuard never had the opportunity until receiving the complaint.     

OneGuard Home Warranties has always acted in good faith, and within the terms of the service agreement, and respectfully requests for Better Business Bureau to close the complaint ‘Administratively Judged Resolved.’ Thank you for your time and consideration and please know your questions are welcomed.


Sincerely,

OneGuard Home Warranties

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.

At no point did the repair person check or even attempt to check the motor, or transmission to the washing machine. He brought an unauthorized person with him, and was to busy talking to even make an attempt to conduct himself in a professional manner. One Gard has in deed made contact with me regarding this repair in the form of a survey that I rated them an absolute zero. The entire time I have had this warranty it has been one issue after another costing me the consumer nothing but money, and frustration. I would be happy with a refund of the service fee at this point, and do not intend on doing business with this home warranty in the future. In my opinion they should be investigated for fraud, and I do intend on following this up with the Arizona Attorney Generals office. This company should be rated an F, and I would not recommended anyone do business with One Gard the at any point in the near future. One Gard home warranty is both misleading, and fraudulent in the way they do business and in the opinion of this consumer they should be closed for good.

Regards,

***** ******

Business Response:

Thank you for allowing OneGuard Home Warranties the opportunity to further review the homeowner’s claim.  Please note, the homeowner did submit a survey that is actually dated January 7, 2014.  The original BBB complaint is dated January 3, 2014.  We have spoken directly with the service contractor with whom we have a long-term positive working relationship.  The owner of the company is the person who assessed the washing machine, and the person with him was a technician who is currently in training.  The owner also reiterated that no mechanical failures were present with the machine, and no repairs were needed.  The motor and transmission were intact and the machine was operating properly.  The noise the homeowner was hearing was due to the springs on the tub, which is common.  Further, per the terms of the service agreement, the service fee is applicable, which is clearly outlined in the service agreement we previously provided.  

OneGuard Home Warranties is a growing company and has been in business since 1991.  We are fully committed to each of our homeowners and our number one priority is to provide service that exceeds their expectations.  We have always acted in good faith and within the parameters of the service agreement with this homeowner, and will not issue a refund for the service fee.    

OneGuard Home Warranties respectfully requests for Better Business Bureau to close this complaint.  Thank you again for your time and consideration.

Sincerely,

OneGuard Home Warranties

Customer Relations Team  

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.

One Gard is nothing short of a joke from the start they have been nothing but misleading in the contract I paid for what seemed like an extra service to cover pre-existing/unknown conditions and it turned out all I paid for was a One Gard inspection that resolted in my Air Conditioning system being black balled from coverage till I had the coils cleaned for whitch I paid out of pocket. The warranty is nothing short of a ridiculous fraud misrepresenting the services that are provided. One Gard is only looking for things they can use as an excuse to not cover services that you paid for. If a contractor is in good terms with this warranty its only because he does nothing and knows nothing about his job. THEY ARE ONLY BEING PAID TO LOOK OUT FOR ONE GARD NOT THE CUSTOMER. The service that was expected of me would have entailed the contractor actually looking at the Washing Machine and providing a visual inspection of the parts before stating to the customer that all is well.

If it were at this time possible I would sue One Gard for a full refund for the entire term of the service contract. I firmly believe they should be shut down, and I do intend to report them to the Arizona Attorney General for further investigation.

Regards,

***** ******

1/21/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I signed up for OneGuard Home Warranty few months back. They offered a bi-annual HVAC tune-up service. OneGuard scheduled ********** to perform this pre-season tune-up. When the ********** contractor finished the service, I noticed a whistling sound coming from the HVAC unit. He said that he will have to research and get back to me (this was done on Oct 29th). After doing some research he came back in the first week of November and adjusted the gas pressure for the heating unit, which made that loud whistling sound to go away. Given that it wasn't that cold in early November the heating unit didn't really run till the end of the month of November. I noticed that the loud whistling sound is still there. I tried to call ********** couple of times (on Dec 2nd and 3rd) but no one responded. I finally called OneGuard on Dec 3rd and the customer representative was very rude. She said I didn't notify OneGuard about the second visit and I will have to directly work with ********** to resolve this. ********** called on Dec 4th and told me to contact OneGuard and get a new work order and possibly a different pair of eyes. My gripe with all of this is : 1) One Guard sending me a contractor who provided sub-par service and didn't know how to resolve the issue and had to research. And then whatever they did afterward didn't really fix the problem. 2) OneGuard not owning the problem and asking me to initiate a new work order 3) Horrendouns customer service from OneGuard. Instead of ensuring that all the tasks pertinent to a heating tune up are done. They just wanted to get more money in the name of new work order from me. When I send OneGuard few emails, a customer service representative named Tina called, but instead of owning the problem she also was suggesting to open a new work order. I have cancelled my contract with OneGuard since then. They charged me $50 cancellation fee and also pro-rated bill for the amount of time I was under contract, (around $200)

Desired Settlement: I want OneGuard to finish the job that they have already charged me for. I paid premium for the contract and also the service charge and they are not handling the problem. If they cannot do that then they should reimburse me the $250.

Business Response: Thank you for allowing OneGuard Home Warranties the opportunity to respond to your complaint.   Please know we have conducted a thorough review of all of the details in relation to your claim and believe OneGuard has acted in good faith, fulfilling the terms of the service contract.

We have spoken directly with the service technician who performed the pre-season heating tune-up at your property.  The tune-up entails a series of checks to inspect the operation of the unit, to ensure it is functioning effectively.  The technician reported to OneGuard the system was in proper working condition, with no mechanical issues present.  The technician also advised OneGuard that while he was on site performing the tune-up, you told him the unit was making a whistling noise.  He determined the whistling was coming from the furnace that services the east side of the home.     Further, the technician advised OneGuard the unit was already making the noise, and was not the result of the tune-up.  Noise is not covered under the service agreement.  However, as a professional courtesy, the technician offered to research the issue on your behalf, and returned to the property a few days later.  He made an adjustment to the gas pressure valve and the noise stopped. 

Please note the information on the work order provided by the service contractor reads:  Tune-up, no problems found mechanically.  East side furnace has a whistling noise.  Recommend replacement of the west side unit drain pan (very rusty).  Pan not covered by OneGuard. 

It is our understanding you have contacted the service contractor because the noise persisted.  The contractor recommended for you to contact OneGuard directly.  When you called OneGuard, our customer service representative explained to you that noise is not covered under the service agreement, but still offered to create a work order on your behalf.  A new service fee would apply.  This information was also reiterated to you by one of our supervisor’s that reviewed policy coverage with you with respect to tune-ups, noise, and new work orders. 

You have since cancelled your policy, and received a pro-rated refund.  Per the terms of the service agreement a $50 cancellation fee was applied.  The effective date of the home warranty was September 24, 2013.  Please find the excerpt below which explains OneGuard’s cancellation policy:

J. CANCELLATION

1. In the event that a Direct-to-Consumer Customer’s contract is cancelled within 30 days of the effective date, the contract holder shall be entitled to a full refund of the paid contract fees less any unpaid service fees and claims costs incurred. In the event that such contract is cancelled after 30th day from the effective date, the contract holder shall be entitled to a pro-rata refund of the paid plan fee for the unexpired term less any unpaid service fees and a $50.00 administration fee. Cancellation of this warranty must be in writing.

Please also see the excerpt below that outlines the items that are inspected during pre-season tune-ups: 

A/C & HEATING SYSTEM PRE-SEASON TUNE-UPS

COVERED: For the applicable service fee, OneGuard will calibrate thermostat, test temperature split, check refrigerant levels & system pressures, perform amp draw on condenser motor, evaporator motor and compressor, rinse 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. Note: OneGuard will perform 1 A/C Pre-Season Tune-up between February and April and 1 Heating System Pre-Season Tune-up between October 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.

NOT COVERED: Filters, clearing of condensate line stoppages, recharging of refrigerants, evaporator/indoor coil cleaning including acid cleaning or unclogging services required to correct problems related to the lack of manufacturer recommended maintenance (filters must be replaced monthly).

In sum, OneGuard Home Warranties has always provided you with professional and courteous service.  Additionally, our contractor went above and beyond and researched an existing issue on your behalf that is not covered under the home warranty.  Per the terms of the service agreement, the pre-season tune-up was completed and the heating system is working effectively.  The home warranty does not cover for noise.  You declined a new work order and cancelled the policy.  We apologize that you are dissatisfied and that you cancelled your policy.

OneGuard Home Warranties respectfully requests for Better Business Bureau to close this complaint ‘Administratively Judged Resolved’.  Thank you for your time and consideration and please know your questions are welcomed.

Sincerely,
OneGuard Home Warranties
Customer Relations Team

Consumer Response: OneGuard claims that the technician performed a series of tests and it was in proper working condition. Searching for what a proper HVAC tune up comprises of, below is a list of few things:
Calibrate and level thermostat (verify programming is correct)
Clean/change customer-supplied air filters
Brush and check clean burners for wear
Monitor volts/amps on fan motor
Lubricate and inspect bearings for wear
Inspect indoor coil for cleanliness and leaks
Flush/treat condensate drain with anti-algae
Inspect condenser coil
Monitor operating pressure of refrigerant
Inspect safety devices for proper operation
Inspect disconnect box for proper rating and installation
Tighten all electrical connections throughout the system
Test/inspect contactors for burned, pitted contacts
Inspect electrical system for exposed wiring
Test ignition system for safe and proper operation
Test and inspect capacitors for amp draw and integrity
Inspect fan blade
Rinse exterior coil and remove debris
Inspect service valves for proper operation and no leaks
Measure temperature difference (supply/return)
Inspect ductwork for energy loss and cleanliness
Monitor compressor for proper amperage, volt draw, and megaohm windings
Remove combustible debris from around the condenser
Measure and adjust gas pressure for proper operation; test for leaks
Clean upper and lower combustion vents
As OneGuard captured in their response that when the technician returned to the property (after failing to fix the issue in first attempt) "He made an adjustment to the gas pressure valve and the noise stopped."
 
As you can see in the above list (bold and emphasis is mine) measuring and adjusting gas pressure is one of the item that should be covered in the HVAC tune up.  Seems like technician failed to perform the basic tasks as part of the tune up. 
Below is the list that OneGuard provided in their response
COVERED: For the applicable service fee, OneGuard will calibrate thermostat, test temperature split, check refrigerant levels &system pressures, perform amp draw on condenser motor, evaporator motor and compressor, rinse 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. Note: OneGuard will perform 1 A/C Pre-Season Tune-up between February and April and 1 Heating System Pre-Season Tune-up between October 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.
Based on the above list and the items highlighted by me, this issue should have been captured, which they failed to do so. OneGuard claims that noise is not part of the service agreement, however checking the gas pressure for proper operations is, which they failed to perform.
I understand that they have to charge $50 cancellation fee, however any other fees/premiums charged where they failed to deliver the service should be refunded.
Thanks,
**** ****

Business Response: Dear Better Business Bureau,

We have reviewed the entire timeline with respect to the homeowner’s complaint. OneGuard Home Warranties has always acted in good faith and within the parameters of the service agreement.  We have done our due diligence by communicating directly with the homeowner on numerous occasions, offering to create a new work order on his behalf to assess the unit.  We have been clear and advised a new service fee would be applicable.  We have also spoken with the service technician that performed the service and he advised the noise he was experiencing was pre-existing.  As a professional courtesy he looked into the situation on the homeowner’s behalf.  Lastly, we have explained that noise is not covered under the service agreement. Unfortunately, he responded by cancelling his policy.  Therefore, per his request, we have cancelled the policy, issued a pro-rated refund, and the check has cleared the bank.  
 
The details of the pre-season tune-up OneGuard Home Warranties offers are explicitly stated in the terms of the service agreement.  Please see the excerpt below which varies from the information he provided in his own search:  

15. A/C & HEATING SYSTEM PRE-SEASON TUNE-UPS (page 4 of 6)
COVERED:  For the applicable service fee, OneGuard will calibrate thermostat, test temperature split, check refrigerant levels & system pressures, perform amp draw on condenser motor, evaporator motor and compressor, rinse 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. Note: OneGuard will perform 1 A/C Pre-Season Tune-up between February and April and 1 Heating System Pre-Season Tune-up between October 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.

In closing, OneGuard Home Warranties has made an effort to address the homeowner’s concerns.  We will not be issuing any additional money to him.  We hope this additional information helps and request for the complaint to be closed ‘Administratively Judged Resolved’.
 
Sincerely,
OneGuard Home Warranties

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 claims that noise isn't covered, they are trying to frame this issue as just a noise coming from the furnace burner. What they are failing to understand is that, this is part of checking the "system pressures" and "heat operations"  which ARE covered (even mentioned in their response), and they haven't delivered.

-------------------------------------
15. A/C & HEATING SYSTEM PRE-SEASON TUNE-UPS (page 4 of 6)
COVERED:  For the applicable service fee, OneGuard will calibrate thermostat, test temperature split, check refrigerant levels & system pressures, perform amp draw on condenser motor, evaporator motor and compressor, rinse 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. Note: OneGuard will perform 1 A/C Pre-Season Tune-up between February and April and 1 Heating System Pre-Season Tune-up between October 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. 
-------------------------------------

The noise is just a symptom not an issue. They keep on claiming NOISE is not covered and in the most recent response they mention about me cancelling the policy (which is irrelevant to this claim). I am stunned by their attempts to confuse the adjudicating person by adding unrelated details. 

As I mentioned in my previous response, as part of any HVAC tune up the technician should "Measure and adjust gas pressure for proper operation; test for leaks" which they failed to do. The question I would ask them is "Are you claiming that after the service was done the system pressures, heating pressures and gas pressures were fine"? If they want we can get an inspection from an independent contractor. I humbly request the person responding on behalf of ONeGuard that don't try to confuse BBB by just portraying this as a 'NOISE" issue. Noise is just a symptom of the fact that the HVAC technician didn't check/fix the system/heating/gas pressures correctly.

OneGuard should either issue a complete refund or rectify the issues because of incomplete service provided by the technician they sent. 

Regards,
**** ****

12/4/2013 Guarantee/Warranty Issues | Complaint Details Unavailable
11/26/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On Monday Oct 14 @ approx. 8:30 a.m. I called One Guard in re a tankless water heater that wasn't working...I was told a repair vendor would call w/i 4 hours...Approx 24 hours later, after hearing nothing from nobody, I sent One Guard a followup email...Still I heard nothing, so late in the afternoon on Tue, I called One Guard once again...They called their vendor, who admitted they had 'misplaced' the work order...The vendor then contacted me and set up an appointment for late Thu afternoon (four full work days from my original phone call)...They sent a 'tech' who took one look at the unit and said; "I'm afraid to touch it for fear of shorting the whole thing out"...Thus, nothing was done...'They' decided they needed to return during the a.m. to talk direct w/ the manufacturer...On Tue the 22 (five days past their visit) they called to set up an appointment for Thu a.m. ...The same 'tech' came back, w/ his supervisor(?)...After talking w/ the manufacturer, they determined that a part was needed...That was over two weeks ago...I have heard NOTHING from either One Guard, or the vendor...It has been FOUR weeks since my initial phone call, and I still have no hot water for half of the house...In what world is this acceptable service???

Desired Settlement: Besides finishing the job, I believe my contract should be extended w/o charge, or a discount given on a full renewal...

Business Response: Thank you for allowing OneGuard Home Warranties the opportunity to respond to your complaint with Better Business Bureau.  We truly value your business and sincerely regret that you are unhappy with the terms of your service agreement.  

The OneGuard team has reviewed the entire timeline with respect to your claim, and the information provided in your review is accurate.  The timeframe to complete the repair spanned nearly one month.  During this time, OneGuard was also in communication with the contractor to obtain status updates as the claim was escalated due to scheduling problems.  We finally resolved the scheduling issues and then the repair required a special order part, and timeframe was involved with that process.   

Please know we have followed up again with the service contractor on your behalf, and it is our understanding the faulty element was replaced.  The repair has been completed and hot water has been restored to the master shower.  We hope the service technician was also able to answer any remaining questions you had regarding your tankless water heater while he was on site.

This information has been escalated to our executive management team for internal review, and we have communicated directly with the service contractor regarding your concerns.  Your satisfaction is extremely important to us and we want to be sure you know that we take this information seriously.  It allows us to improve processes and to provide additional training to our Customer Care representatives and service contractors.

In addition to the completed repair, you are also asking for OneGuard to extend your contract coverage without charge, or give you a discount on a full renewal.  At this time, your warranty has expired and One Guard will not be extending the offer to renew the service contract.

OneGuard Home Warranties respectfully requests for Better Business Bureau to close this complaint as ‘Resolved’.  Thank you again for allowing OneGuard Home Warranties the opportunity to provide this information.  We sincerely hope it helps.  

OneGuard Home Warranties
Customer Relations Team
oneguardhomewarranty.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.

The only 'resolution offered' was the fixing of the tankless water heater 4 weeks and a day after my call to them...And to clarify, it was not just the 'master shower', but half the house that was covered by that heater...

And my 'thanks' for having to wait over four weeks for One Guard to get the unit repaired, is to have them refuse to renew my contract w/ them...People need to know that this is how One Guard operates...

Regards,

***** ******** 

Business Response: Dear Better Business Bureau,

Per your recommendation, we have reconsidered the homeowner’s complaint and desired outcome.  Please know we apologize for the timeframe involved and the homeowner’s expressed discontent with the process.  Fortunately the repair has been completed.  However, our decision stands.  We do not feel we can successfully meet Mr. ********’ expectations and restore his confidence. Therefore, OneGuard will not be extending a renewal offer. 

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 respond to this complaint.  

Sincerely,
OneGuard Home Warranties
Customer Relations Team 

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.

 If the ONLY question is; Was the repair completed, then the answer is yes...

HOWEVER, consumers need to know that a repair that left half of a house w/o hot water took 30 days to repair...

Additionally, consumers need to know that if a customer of One Guard complains about a repair taking 30 days, then One Guard will retaliate by refusing to renew the consumers policy...

Regards,

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

10/29/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I filled a claim for my electrical glass top range, that cracked and half of the electrical burners stopped working. my wife had the main burner on and cracked while cooking. they later denied my claim citing that a range top should not have cracked, and they did not fixed or replace. this is a covered item on the warranty, yet they did not honor the warranty. months later, the mineral sanitizer which was built with my pool as part of the filtration system cracked and leaks. they denied the claim as well, citing the pool should be able to work without that part of the filter system, and because i may have been an added item to the pool. this filter system is original from the builder and is part of the filtration system.

Desired Settlement: I will like oneguard to replace or fix the above items they failed to replace/fix.

Business Response: Dear Mr. ********,

Thank you for allowing OneGuard Home Warranties the opportunity to respond to your complaint.  Please allow us to clarify the information regarding your claim for the cracked cook top which was severely cracked and chipped.  The extreme condition of the cooktop was not due to normal wear-and-tear conditions.  The cooktop should not have cracked to such an excessive state.  Here is a website that provides information on what causes ceramic/glass cooktops to crack:  http://www.************************************************************************.  Additionally, the service technician that assessed the unit advised OneGuard that you continued to use the stove with all the existing cracks.  Water penetrated the cracks and caused the burners to short.  This information was explained to you on May 17, 2013, and you accepted the denial.  Please see the attached pictures to demonstrate the severity of cracks and breakage to the cooktop.

Your most recent claim for pool equipment, dated September 26, 2013, was denied.  The service contractor advised OneGuard that the mineral feeder had a split down the side and was leaking water.  The purpose of the mineral feeder is to enhance water quality.  It is considered an auxiliary part, meaning that is not a requirement of the equipment and if it was not present, the pool equipment would still work.  We understand the mineral feeder has been plumbed with the pool equipment.  However, it is an add-on feature and it does not impact the primary function of the pool filter.  We attempted to explain this information to you directly.   

In closing, OneGuard Home Warranties will not cover the repairs for both claims.  We know that nobody wants to hear that their claim has been denied.  We never want to deny a claim, and actually look for means by which to cover even “gray area” conditions, whenever such action is possible under the law and in accordance with our contractual obligations. 

Thank you again for allowing OneGuard to provide you with this information.  Please know we value your business and hope to continue to serve you in the future. 

Sincerely,

OneGuard Home Warranties

Oneguardhomewarranty.com

Consumer Response:

The cooktop cracked when my wife was cooking. Naturally, it spiderwebbed, as you see. They did not bother to fix the burners. I dont know how electrical glass tops work. I dont know if they break after a certain amount of use or if heat itself sometimes make them crack after a period of time. According to the guy the oneguard sent, these cooktops or any electrical ones are reliable. I am complaining because it seem unfair that you pay the warranty, in my case, monthly. then, they charge a service fee to send someone to check on your request, only to collect and deny your claim, which I feel was covered under warranty. 

Business Response: We have referred to our training manual provided by the service contractor that assessed the cooktop.  According to All About Service 2012-2013 Training Manual, over 95% of the claims filed for “defective” glass or ceramic cooktops are due to customer misuse, abuse, or damage of some type.  In this situation, you can see the point of impact at the front of the cooktop (please see picture 3).  It may have been caused by dropping something on the glass top or by some other method of exerting excessive force onto a small area of the glass.  At that point, the damage would have been considered cosmetic.  Please note, cosmetic defects or damages are not covered under the home warranty, nor are they covered by the product warranty.  Unfortunately you continued to use the cooktop as the cracks deepened and expanded.  As the cracks grew, liquids penetrated the cracks and shorted the burners, causing the electrical failure. This is not a normal wear-and-tear condition.  It would also not be covered under the product warranty.   

OneGuard Home Warranties would not be cover the repair due to non-normal wear-and-tear conditions based on the  professional diagnosis and pictures provided by the service contractor.  Please close this complaint ‘Administratively Judged Resolved’.

Sincerely,
OneGuard Home Warranties 
oneguardhomewarranty.com

Consumer Response:

It is unfortunate that One Guard continues to look for a reason not to cover the items they should cover. There is no point of impact, although they will resonate that there is to avoid their responsibility. they instead, go by a TRAINING manual--( a manual that helps them deny claims I suppose). I have explained, the cooktop spiderwebbed. A part of the stove began to chip off, which is what you are insisting is a "point of impact." But they want to throw in words like, manual, professional, to get people to blame themselves. Not here. I have said. the stove was in use when it let a crack sound. The heat obviously heated the glass top to a degree it no longer supported for what ever reason and cracked. the crack spiderwebbed. 

I request One Guard accepts responsibility and fix my cooktop. My stove was not abused nor purposely damaged. 

10/12/2013 Guarantee/Warranty Issues | Complaint Details Unavailable
10/4/2013 Guarantee/Warranty Issues | Complaint Details Unavailable
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
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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









 




8/14/2013 Billing/Collection Issues | Complaint Details Unavailable

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