Complaints
This profile includes complaints for OneGuard Home Warranties's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 176 total complaints in the last 3 years.
- 36 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:07/04/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
ive been in the heat for 3 weeks waiting on one guard home warranty to make a decision on weather are not they would fix my ac but they refused to saying a dog urinated on my ac condenser but the only problem is that i have a girl dog
ps my girl friend is pregnant 8 months and due any day
mean while were confined to one room
all i want the insurance company to do is value me as a customer do the rite thing which is fix my unit that i found out was 20 years old so they are using anything for a escape goat not to get me any repairs
shame on yall
sincerely yours tony lee hicks
i have a new born baby on his way home for Christ sakesInitial Complaint
Date:06/20/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Ive had OneGuard for years. This is the second time they have denied an air conditioner claim. First time the contractor misdiagnosed the problem and we had to pay out-of-pocket to actually get the problem fixed, and of course OneGuard declined the claim sayingthat we had not cleaned the blades on our air conditioner, which was not the problem with the unit. This time around, were getting declined for the air conditioner unit because they say we modified the unit. Their contractor said that we had a *** valve that was modified from the original unit that runs on R410A freon.. This is absolutely not true. This air conditioner, which is versatile between either R22 or R410A, was put in,in 2006 and has never been altered. . Upon even further investigation with another contractor who works with ***** he said ***** sells the unit this combo with the *** valve. He also noted that the contractor OneGuard sent out did not even open up the upstairs unit to look at the coils! All this to be said that the air conditioner was not modified, which is what OneGuard is claiming for their denial of the claim. Weve tried multiple times to get a supervisor to call us back. Weve asked for an email for someone on authorization team so could call explain the situation. We have filed two appeals and they have refused to budge and wont even call us back. The front line customer ********************** wont even get us contact information so we can communicate with a supervisor. There is absolutely no way to talk to a supervisor to try to resolve this issue. In the end, we went without AC for 10 days. It took 4 days for their contractor to even come out and and then it took OneGuard six days for a decision. I called multiple times explaining that my -80 year-old mom lives our house along with pets and and we are in ***** we could hurry the process along. . If at all possible, I would love the Better Business Bureau to help me with making contact with a supervisor to reconsider this claim.
Business Response
Date: 06/24/2025
June 24, 2025
******* *******
Better Business Bureau Serving the Pacific Southwest
********************************************************************************
RE: ****** ******; OneGuard Plan No. ******; Your Complaint ID: ********
Dear Ms. ********************* you for making OneGuard Home Warranties (OneGuard) aware of our members issue through the Better Business Bureau. We take customer satisfaction very seriously and sincerely apologize if the member has not been entirely satisfied with our service.
I have reviewed OneGuards records with regard to Ms. ******* complaint. On June 6, 2025,service was requested for an air conditioning issue and the request was dispatched to *************** & A/C to diagnose the issue. The company reported to OneGuard that the system uses R22 refrigerant but that an thermal expansion valve for a different refrigerant had been installed on the unit incorrectly. Section H.1.d (3) of the warranty plan provides that the contract does not cover breakdowns that are not caused by any condition that is not considered to be normal wear and tear such as, but not limited to, improper previous repairs or modifications. Therefore, coverage to repair the air conditioning system was denied.
In light of the information provided by the member, OneGuard has dispatched a service request to A/C Rescue to diagnose the air conditioning system and provide a second opinion. When OneGuard has received diagnostic information from A/C Rescue, ********* will be further advised of our position.
Thank you for your consideration.
Sincerely,
*** *.
OneGuard Home WarrantiesCustomer Answer
Date: 06/26/2025
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 for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
****** ******
Initial Complaint
Date:06/17/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Our AC failed on June 3, 2025. OneGuard Home Warranty's technician immediately informed us the company uses refurbished parts with a high failure rate. We expressed the critical medical necessity for AC for my terminally ill and disabled mother (I am also an individual with disabilities), requesting a new, reliable part and portable AC rentals. OneGuard denied a new part, providing only a limited $200 credit after we endured four days without AC.On June 10, 2025, the refurbished part was installed. It failed just two days later, on June 12, leaving us without AC again. The technician confirmed its failure on June ***** of today, June 17, 2025, OneGuard has delayed approving this second repair for five days. They are also denying further rental credit, leaving us in 110+F Arizona heat with indoor temperatures over 85F, directly impacting my mother's health due to her medical condition.We believe OneGuard's actions demonstrate bad faith. They knowingly use unreliable parts, disregard our urgent medical needs and explicit requests for a new, functional component, and then stall crucial repairs. This pattern constitutes a clear failure to provide competent service and, given our disabilities and medical necessity, raises serious concerns about discrimination and lack of reasonable accommodation under the Americans with Disabilities Act ****** Their intentional disregard for policyholders' well-being and contractual obligations is unacceptable.We seek immediate approval for a repair with a new, reliable part and appropriate compensation for our undue hardship, including additional rental credits. We also request not to be charged for further refrigerant replacements due to these faulty parts. We seek acknowledgment of their discriminatory and bad faith practices.Business Response
Date: 06/23/2025
June 23, 2025
Rhianna Zastrow
Your Better Business Bureau
Conciliation & Engagement Department
************** or **************
RE: ***** *****; OneGuard Home Warranty Plan No. ******; BBB Complaint No. 23481283
Dear ******** ******:
Thank you for making us aware of the plan holders issue through the Better Business Bureau. We take customer satisfaction very seriously, and sincerely apologize if the plan holder has not been entirely satisfied with our service.
OneGuard has assessed the service history and concluded that they would not proceed with the warranty exchange for the defective compressor but instead would move forward with replacing the air conditioning system. OneGuard has contacted Qual-Tech to obtain pricing for the replacement of the Air Conditioning System. Once the pricing is received, OneGuard will place the order for the necessary equipment to replace the air conditioning system. OneGuard will continue to monitor the status of the repair.
Ms.***** was presented with a reimbursement option for a hotel stay for up to 5 nights at $60 per night or a $200 reimbursement for portable air conditioning units. Ms. ***** chose the $200 reimbursement for a portable air conditioning unit. The invoice was received, and the reimbursement of $200 was processed on June 12, 2025.
Sincerely,
Schawanna B.
OneGuard Arizona, LLCCustomer Answer
Date: 06/23/2025
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 for the business to perform this action and, if it does, will consider this complaint resolved. I want to note however, the part about the credit for renting the portable AC units was for the first outage and did not address the additional credit we ask for the second outage.
Regards,
***** *****
Initial Complaint
Date:06/06/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am filing this complaint against OneGuard Home Warranties regarding an unresolved A/C repair under policy #****** for my home in ****, **. On May 9, 2025, I submitted a service request because my air conditioning system was working inconsistently. I was told by a representative that if a technician came and the unit appeared to be working, I would still be charged the $75 service fee even if no repair was needed. Since the system was cycling on and off, I canceled the visit only to avoid being unfairly charged. I was told I had 30 days to reopen the request if the issue returned.I reopened the request multiple timeson 5/14, 5/21, 5/26, 5/27, and 5/29but was left without consistent A/C for weeks during extreme Arizona heat. A technician finally arrived on May 29 and diagnosed a bad coil, which is clearly listed as a covered component under my Centurion Plan (Section F.1). Instead of proceeding with the repair, Ive now been told OneGuard is awaiting an estimate for a system upgrade I never requested and do not want.I am simply asking OneGuard to honor the coverage Ive paid for. Ive followed their procedures, made multiple service requests, paid my fees, and acted in good faith. I do not want an upgradejust the covered coil repair completed without further delay. The way this has been handled has caused serious stress and discomfort. I hope the BBB can assist in reaching a fair and prompt resolution.Business Response
Date: 06/12/2025
June 12, 2025
******** ******
Better Business Bureau Service *********************
*******************************************
RE: ***** *******; OneGuard Plan No. ******; BBB Complaint No. 23434289
Dear ******** ******:
Thank you for making us aware of the plan holders issue through the Better Business Bureau. We take customer satisfaction very seriously and sincerely apologize if the plan holder has not been entirely satisfied with our service.
A new service request was submitted on May 29, 2025, and dispatched to A-Quality Refrigeration, **** for diagnosis. On May 30, 2025, the contractor reported a non-repairable leak in the evaporator coil. OneGuard approved the replacement of the evaporator coil but determined that replacing the air handler would be more cost-effective after reviewing pricing and new refrigerant guidelines.Section A.4. states that the decision to repair or replace is at the sole discretion of OneGuard.
As a result of the air handler replacement, the plan holder will be required to upgrade their condenser to maintain compatibility. The cost of the condenser replacement would be out of pocket for the plan member as they did not purchase the compatibility coverage as outlined in section H.3.e. Additionally, modifications and or/code upgrades are required when installing new equipment, however not covered above the $250.00 contract limit for codes as stated in sections H.3.a and f. The total out-of-pocket cost is $4,812.18.
As an alternative OneGuard offered cash in lieu of replacement in accordance with section A.6. The *** offer for the air handler replacement is $1,307.99.
While not required, Oneguard has refunded the service fee paid for the request in order to resolve this matter amicably. Currently OneGuard is awaiting the Contract Holders decision.
Sincerely,
******* *.
OneGuard Home WarrantyInitial Complaint
Date:06/03/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Email has details. Company proposed a settlement for a home warranty claim. Verbal agreement was reached on both ends and then the company decides to deduct the service call charge from the settlement which was not in the agreed terms.Business Response
Date: 06/05/2025
June 5, 2025
******* *******
Your Better Business Bureau
Conciliation & engagement Department
RE: ****** **: OneGuard Home Protection Plan No. 284093: BBB:23415380
Thank you for making us aware of the customer issue through the **********************. We take customer satisfaction very seriously and sincerely apologize if ****** ***** have not been entirely satisfied with our service.
As of June 5, 2025, OG has agreed to reimburse the $69 that was deducted from the cash in lieu. As of 06/05/25, *** has agreed to reimburse the $69. Mrs. ** will receive a separate check.
OneGuard apologizes for any inconveniences that may have been experienced in regard to this complaint. We trust that this information will assist you in the closing of this complaint. Should the member have any further concerns, they may contact OneGuard directly.
Sincerely,
******* *.
One Guard Home Warranty of Arizona******Initial Complaint
Date:05/28/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In August of 2024, Oneguard home warranty would not cover repairs as needed for my a/c unit and I was left with no choice but to replace the entire unit at a cost of ******. They paid me 900 dollars as a "payout". I have two a/c units and only needed repairs and to replace one unit.On May 22nd, 2025 my second a/c unit stopped working and I put in a service request with Oneguard. They immediately emailed me stating I needed to show proof that I had the unit repaired as they had a payout on it in 2024. I emailed them back right away and notified them that the repair was for the other unit and that was replaced and NOT what I was requesting service for. I attached a receipt of the repair. OneGuard did not email me back so I called them. The customer ********************** said they cleared the repair and would send it to a provider to schedule service. That never happened. I called and emailed OneGuard several times and finally on 5/27/25 when I spoke to them again they assigned a contractor. That provider scheduled a visit for 5/28/25. They showed up and said they repaired the A/c unit by replacing the motor on the fan unit. 10 minutes after they left, I noticed the A/c was in fact not working and called the provider. They did not answer. I also texted and they did not respond. I called OneGuard and they informed me that they will give the provider 48 hours to respond. The repair has not not been fixed and it will have been a week since I submitted a claim. This is Arizona where temps are over 100 and for OneGuard to refuse to reassign this or help to get it fixed is outside of their agreed terms. OneGuard had no issue taking my service fee over a week ago.Business Response
Date: 06/04/2025
June 4,2025
******* *******
Better Business Bureau Service the *****************
********************************************************************************
RE: ******* ****, OneGuard Home Warranty Plan No. ******; BBB Complaint No. 23389888
Dear *********************************************** Warranty is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.
The records indicate that a service request was placed for the air conditioning system on May 22, 2025, and ************** was dispatched to diagnose and repair any covered problems on one of Ms. ***** two air conditioning systems.
************* stated that they were at the home and found that the fan motor had locked up and was not spinning. The service contractor replaced the condensing fan motor and reported that the system that was running and cooling and the service request was completed as of May 30,2025. OneGuard does apologize for Ms.***** frustration regarding this matter. Ms. **** may contact OneGuard directly should any further assistance be needed.
Thank you for your consideration.
Sincerely,
OneGuard Home Warranty
**** *.
Claims Resolution SpecialistInitial Complaint
Date:04/19/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We pay extra every month for HVAC protection. Our ac unit died and one guard refuses to honor our contract. The contract clearly states
“ if any replacement parts become incompatible with the existing equipment due to changes in the federally mandated refrigerant standards and efficiency standards (13 SEER to 14 SEER), OneGuard will pay to upgrade the existing covered air conditioning and heating system equipment to maintain compatibility and to meet the new federal standards.”
And yet one guard is charging us for every single replacement part needed to remain compliant. We have been with one guard for nearly 30 years.
Description Qty Unit Cost Total
Coil Labor
5.00 $0.00 $0.00
Recovery
1.00 $250.00 $250.00
Condensate Drain Line Modifications
1.00 $195.00 $195.00
Duct Work Modifications
1.00 $475.00 $475.00
Hanger Strap Modification
1.00 $115.00 $115.00
Line Set Modification
1.00 $325.00 $325.00
Secondary Drain Pan
1.00 $375.00 $375.00
Electrical Modifications
1.00 $185.00 $185.00
Products, Services, Taxes & Fees: $1,920.00
Total Time and Labor: $0.00
Total Billable Expenses: $0.00
Job Total: $1,920.00
Payments/Deposits: $1,920.00
Total Due: $0.00
AND
Description Qty Unit Cost Total
Labor
4.00 $0.00 $0.00
R454b OG
4.00 $0.00 $0.00
R454b
4.00 $200.00 $800.00
Electrical Modifications
1.00 $250.00 $250.00
Line Set Modification
1.00 $300.00 $300.00
60 AMP Disconnect
1.00 $295.00 $295.00
Products, Services, Taxes & Fees: $1,645.00
Total Time and Labor: $0.00
Total Billable Expenses: $0.00
Job Total: $1,645.00
Payments/Deposits: $1,645.00
Total Due: $0.00Business Response
Date: 05/02/2025
May 2, 2025
******** ******
Better Business Bureau Service the Pacific
Southwest
1010 E Missouri Avenue
Phoenix, AZ 85014
RE: ******* ********* OneGuard Home
Warranty Plan No.******; BBB Complaint No. 23210363
Dear ******** ******:
This is a duplicate complaint to BBB
compliant ID *********
OneGuarg would like Mr. ******** to confirm
the total out of pocket cost he is stating that he paid as the non-covered cost
he agreed to was $1,645.
Section G1 is not related to the
refrigerant. Section 4F advises that “OneGuard will pay up to $15 per pound for
recharging of refrigerant. The contract holder will be responsible for costs in
excess of $15 per pound.”
Sincerely,
Schawanna B.
OneGuard Home WarrantyBusiness Response
Date: 05/02/2025
May 2, 2025
******** ******
Better Business Bureau Service the Pacific
Southwest
1010 E Missouri Avenue
Phoenix, AZ 85014
RE: ******* ********* OneGuard Home
Warranty Plan No.******; BBB Complaint No. 23210363
Dear ******** ******:
This is a duplicate complaint to BBB
compliant ID *********
OneGuarg would like Mr. ******** to confirm
the total out of pocket cost he is stating that he paid as the non-covered cost
he agreed to was $1,645.
Section G1 is not related to the
refrigerant. Section 4F advises that “OneGuard will pay up to $15 per pound for
recharging of refrigerant. The contract holder will be responsible for costs in
excess of $15 per pound.”
Sincerely,
Schawanna B.
OneGuard Home WarrantyCustomer Answer
Date: 05/02/2025
Not only were we required to pay $1645.
we were also billed $1920, for a total of $3565 AND everything except the freon cost (which we do not dispute) was due to upgrades caused by changes in federal regulations to changing freon laws.WE PAY TO COVER THOSE EXPENSES EVERY MONTH!!!
Again here are copies of the charges we received.
We ended up paying those even though we knew we were covered because you ignored us for 3 weeks in the Phoenix summer heat. That does not mean we agreed to those charges .
Modification modification modification!!!
Copies of our bills
For reference, below is a complete break-down of the job charges.
Description Qty Unit Cost Total
Coil Labor
5.00 $0.00 $0.00
Recovery
1.00 $250.00 $250.00
Condensate Drain Line Modifications
1.00 $195.00 $195.00
Duct Work Modifications
1.00 $475.00 $475.00
Hanger Strap Modification
1.00 $115.00 $115.00
Line Set Modification
1.00 $325.00 $325.00
Secondary Drain Pan
1.00 $375.00 $375.00
Electrical Modifications
1.00 $185.00 $185.00
Products, Services, Taxes & Fees: $1,920.00
Total Time and Labor: $0.00
Total Billable Expenses: $0.00
Job Total: $1,920.00
Payments/Deposits: $1,920.00
Total Due: $0.00For reference, below is a complete break-down of the job charges.
Description Qty Unit Cost Total
Labor
4.00 $0.00 $0.00
R454b OG
4.00 $0.00 $0.00
R454b
4.00 $200.00 $800.00
Electrical Modifications
1.00 $250.00 $250.00
Line Set Modification
1.00 $300.00 $300.00
60 AMP Disconnect
1.00 $295.00 $295.00
Products, Services, Taxes & Fees: $1,645.00
Total Time and Labor: $0.00
Total Billable Expenses: $0.00
Job Total: $1,645.00
Payments/Deposits: $1,645.00
Total Due: $0.00Customer Answer
Date: 05/02/2025
Not only were we required to pay $1645.
we were also billed $1920, for a total of $3565 AND everything except the freon cost (which we do not dispute) was due to upgrades caused by changes in federal regulations to changing freon laws.WE PAY TO COVER THOSE EXPENSES EVERY MONTH!!!
Again here are copies of the charges we received.
We ended up paying those even though we knew we were covered because you ignored us for 3 weeks in the Phoenix summer heat. That does not mean we agreed to those charges .
Modification modification modification!!!
Copies of our bills
For reference, below is a complete break-down of the job charges.
Description Qty Unit Cost Total
Coil Labor
5.00 $0.00 $0.00
Recovery
1.00 $250.00 $250.00
Condensate Drain Line Modifications
1.00 $195.00 $195.00
Duct Work Modifications
1.00 $475.00 $475.00
Hanger Strap Modification
1.00 $115.00 $115.00
Line Set Modification
1.00 $325.00 $325.00
Secondary Drain Pan
1.00 $375.00 $375.00
Electrical Modifications
1.00 $185.00 $185.00
Products, Services, Taxes & Fees: $1,920.00
Total Time and Labor: $0.00
Total Billable Expenses: $0.00
Job Total: $1,920.00
Payments/Deposits: $1,920.00
Total Due: $0.00For reference, below is a complete break-down of the job charges.
Description Qty Unit Cost Total
Labor
4.00 $0.00 $0.00
R454b OG
4.00 $0.00 $0.00
R454b
4.00 $200.00 $800.00
Electrical Modifications
1.00 $250.00 $250.00
Line Set Modification
1.00 $300.00 $300.00
60 AMP Disconnect
1.00 $295.00 $295.00
Products, Services, Taxes & Fees: $1,645.00
Total Time and Labor: $0.00
Total Billable Expenses: $0.00
Job Total: $1,645.00
Payments/Deposits: $1,645.00
Total Due: $0.00Business Response
Date: 05/05/2025
May 5, 2025
******** ******
Better Business Bureau Service the Pacific
Southwest
1010 E Missouri Avenue
Phoenix, AZ 85014
RE: ******* ********; OneGuard Home
Warranty Plan No.******; BBB Complaint No. ********
Dear ******** ******:
Section H1 advises that “When OneGuard
replaces an R-22 condenser or air handling unit, if any replacement parts
become incompatible with the existing equipment due to changes in the federally
mandated refrigerant standards and efficiency standards (13 SEER to 14 SEER), OneGuard
will pay to upgrade the existing covered air conditioning and heating system
equipment to maintain compatibility and to meet the new federal standards.” The
equipment was covered by OneGuard, Mr. ******** was not charged for the
equipment.
Section H3f advises that “OneGuard is not
responsible for costs of construction, carpentry or structural modifications
necessary to effect repair or replacement of covered items.”
Section G1 is not related to the
refrigerant. Section 4F advises that “OneGuard will pay up to $15 per pound for
recharging of refrigerant. The contract holder will be responsible for costs in
excess of $15 per pound.”
While Mr. ******** does have incompatibility
coverage which covered the equipment, the warranty plan however does not cover
for modifications and the cost of refrigerant per the terms of the warranty plan.
Mr. ******** was accurately advised of the non-covered cost associated with the
repairs.
Sincerely,
Schawanna B.
OneGuard Home WarrantyBusiness Response
Date: 05/05/2025
May 5, 2025
******** ******
Better Business Bureau Service the Pacific
Southwest
1010 E Missouri Avenue
Phoenix, AZ 85014
RE: ******* ********; OneGuard Home
Warranty Plan No.******; BBB Complaint No. ********
Dear ******** ******:
Section H1 advises that “When OneGuard
replaces an R-22 condenser or air handling unit, if any replacement parts
become incompatible with the existing equipment due to changes in the federally
mandated refrigerant standards and efficiency standards (13 SEER to 14 SEER), OneGuard
will pay to upgrade the existing covered air conditioning and heating system
equipment to maintain compatibility and to meet the new federal standards.” The
equipment was covered by OneGuard, Mr. ******** was not charged for the
equipment.
Section H3f advises that “OneGuard is not
responsible for costs of construction, carpentry or structural modifications
necessary to effect repair or replacement of covered items.”
Section G1 is not related to the
refrigerant. Section 4F advises that “OneGuard will pay up to $15 per pound for
recharging of refrigerant. The contract holder will be responsible for costs in
excess of $15 per pound.”
While Mr. ******** does have incompatibility
coverage which covered the equipment, the warranty plan however does not cover
for modifications and the cost of refrigerant per the terms of the warranty plan.
Mr. ******** was accurately advised of the non-covered cost associated with the
repairs.
Sincerely,
Schawanna B.
OneGuard Home WarrantyCustomer Answer
Date: 05/06/2025
What are you even talking about? Your blatant lies get worse and worse with every response!
“OneGuard will pay to upgrade the existing covered air conditioning and heating system equipment to maintain compatibility and to meet the new federal standards.”“The equipment was covered by OneGuard, Mr. Sardinha was not charged for the equipment.”
Read the receipts, look at what I was charged for not one line of the $3500 refers to carpentry or construction, stop making things up??
That is a bald faced lie! I was charged over $3500 for equipment upgrade to maintain compatibility!!!
Plain and simple, there were NO construction carpentry or structural modifications at all, none, zero , nada!!!
You have started talking in circles, which does
not get you out of the simple FACT that you failed to honor our contract.
Section H3f advises that “OneGuard is not responsible for costs of construction, carpentry or structural modifications necessary to effect repair or replacement of covered items.”none of this nonsense was performed on our house, none!!!
Customer Answer
Date: 05/06/2025
What are you even talking about? Your blatant lies get worse and worse with every response!
“OneGuard will pay to upgrade the existing covered air conditioning and heating system equipment to maintain compatibility and to meet the new federal standards.”“The equipment was covered by OneGuard, Mr. Sardinha was not charged for the equipment.”
Read the receipts, look at what I was charged for not one line of the $3500 refers to carpentry or construction, stop making things up??
That is a bald faced lie! I was charged over $3500 for equipment upgrade to maintain compatibility!!!
Plain and simple, there were NO construction carpentry or structural modifications at all, none, zero , nada!!!
You have started talking in circles, which does
not get you out of the simple FACT that you failed to honor our contract.
Section H3f advises that “OneGuard is not responsible for costs of construction, carpentry or structural modifications necessary to effect repair or replacement of covered items.”none of this nonsense was performed on our house, none!!!
Customer Answer
Date: 06/17/2025
I have added both receiptsCustomer Answer
Date: 06/17/2025
I have added both receiptsInitial Complaint
Date:04/11/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am writing to formally express my deep frustration and disappointment regarding the repeated denial of coverage for our air conditioning unit under our OneGuard home warranty plan. We have been loyal customers of OneGuard for over six years, consistently upholding our end of the agreement.
We recently incurred a $1,095 out-of-pocket expense to repair our air conditioning unit. Once again, when we contacted OneGuard for assistance, our claim was denied under the guise of the “maintenance clause.” However, the issue is not due to a lack of maintenance—it stems from a leak, which is a mechanical failure and should be covered under the terms of the warranty.
This unit is nearly 30 years old, and OneGuard has consistently refused to take proper responsibility for its condition or replacement, despite the obvious wear and age-related issues. Each time we've sought help for the A/C, we are met with resistance and denial, leaving us to bear the financial burden ourselves.
Living in Arizona, having a working air conditioning unit is not a luxury—it’s a necessity, especially with a one-year-old child in the home. It is unacceptable that we are left without support from the warranty we have relied on and paid for over the years.
We are requesting a full reimbursement of the $1,095 we had to spend to repair the unit—an expense that falls clearly within what should be covered by our warranty. If this matter is not resolved promptly, we will be forced to escalate the issue through formal channels, including the Better Business Bureau and other consumer protection organizations which includes the ROC.
Please contact me at your earliest convenience to confirm receipt of this letter and to initiate the reimbursement process.
If you wish to call please call the number left which is my mother in law as I am pregnant and cannot endure the stress this is causing me.
Contract #: ******Business Response
Date: 04/15/2025
April 15, 2025
******** *******
OneGuard Home Warranties
20410 N 19th Ave Ste 200
Phoenix, AZ 85027
RE: ****** ******; OneGuard Home Warranty
Plan No. ******; BBB Complaint No. 23192886
Dear ******** ********
Thank you for making us aware of the plan
holders’ issue through the Better Business Bureau. We take customer
satisfaction very seriously and sincerely apologize if the plan holder has not
been entirely satisfied with our service.
The independent contractor, Admiral Air
Conditioning & Heating, informed OneGuard of their findings, which included
a deteriorated secondary drain pan, a blocked primary drain, weathered
thermostat wires, insulation that has deteriorated on the external wiring, and the
necessity to clean both the indoor and outdoor coils. They indicated that
maintenance would be required as well as repairing the damaged wires. The
contractor attributed the failure to a lack of maintenance. Consequently,
repairs were denied as the warranty plan excludes coverage for failures
resulting from a lack of maintenance. It was determined that OneGuard correctly
notified Mr. ****** regarding the denial of repairs for the air conditioning
system. AHS will not provide reimbursement for the costs not covered, as the
warranty plan does not extend to failures caused by lack of maintenance.
We take your concerns seriously and thank
you for bringing them to our attention. We appreciate the plan holder as a
member, and hope to provide them with a positive customer experience in the
future.
Sincerely,
Schawanna B.
OneGuard Home Arizona, LLCCustomer Answer
Date: 04/15/2025
We asked the Rep at one Guard to state this in writing from the actual contractor which they could not as well as when the contractor came out to fix the actual unit yesterday, I asked the question and they denied that as well.
We have called one Guard before with other items less than 6 months ago and NONE of this came up at that time so if it was Maintenace it clearly would have come up. The issue is the unit is old and they refuse to cover anything. There is always an issue with leaking etc. which of course will then cause damage but they DO not fix the leaks to stop it. They claim maintenance every time, we know the unit needs replaced at this time but they refuse to fix it much less replace it. We are asking for a refund of $1095 for what we spent yesterday. We will also have a third-party A/C company come out in which they will tell us it needs replaced not to keep putting band aides on it which we have to pay for every time. My next step will be to file a ROC complaint as well as an AG complaint and most likely there findings will be for one guard to replace the unit. It is not ok for companies like this who we have had for over 6 years to take advantage of customers like us.
Business Response
Date: 04/17/2025
April 17, 2025
******** *******
OneGuard Home Warranties
20410 N 19th Ave Ste 200
Phoenix, AZ 85027
RE: ****** ******; OneGuard Home Warranty
Plan No* ******; BBB Complaint No. ********
Dear ******** ********
Section B1 of the warranty plan advises
that the “Contract Holder is responsible for normal maintenance of covered
equipment according to the manufacturer required maintenance guidelines located
in the Owner's Manual.’
If Gentry ****** does not agree with the
contractors diagnosis that the failure was due to lack of maintenance, they can
request a second opinion by contacting customer service. Otherwise, based on
the diagnosis in our possession OneGuard will stand on the denial.
Sincerely,
Schawanna B.
OneGuard Arizona, LLCCustomer Answer
Date: 04/17/2025
We reject and will not only get a second opinion but will proceed with the ROC and AG office.
We did have our own inspection, and they are stating the unit is old and will continue to have issues and our warranty company needs to replace it.
I am sure the ROC and AG will agree with these findings.
We will now push for replacement due to this warranty company not doing the right thing by reimbursement to us for $1095 after trying to do the right thing and being a customer for over 6 years.
Thank you
Initial Complaint
Date:03/27/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
March ****** was date of first service request which was a $75 service fee. The business is committed to provide with service to my dishwasher in regards to repair it or if the cannot repair it the are committed to give cash value of the dishwasher so the I can purchase a new one. The name of the dispute is failure to make good of the home warranty. The first time the technician came out he replaced 2 clamps on the hose on the dishwasher and reported that he had replaced a pump and some pipe. He gave me instructions to run the dishwasher a full cycle and open it every 20min to add vinegar in it. Product did not run full cycle so I called One Guard back. They tried to charge me another service stating it was a different problem. I told them the technician never did anything but placed clamps on a hose. He came out again and this time he said it was the seal and had to order the parts. The final time he came out he did not have the parts, said he adjusted the seal and it was a leak on the side **** and to call the manufacturer. He also told me that it may have broken down because I dont use it enough and but in his report that it was broken due to misuse. This company has refused to repair or replace my dishwasher and I have been a customer for almost ******. I would kindly like this matter resolved in a manner of receiving what the warranty states so that I can buy a replacement. Thank youBusiness Response
Date: 03/31/2025
March 31, 2025
******* *******
Better Business Bureau Serving the Pacific Southwest
********************************************************************************
RE: ******* *****; OneGuard Plan No. ******; Your Complaint ID: ********
Dear Ms. ********************* you for making us aware of our members issue through the Better Business Bureau. We take customer satisfaction very seriously, and sincerely apologize if the customer has not been entirely satisfied with our service.
I have reviewed OneGuards records with regard to Ms. ****** complaint.On February 27, 2025, service was requested for a dishwasher and the request was dispatched to Allstar Appliance Repair to diagnose the issue. A service fee is rightfully due for each service request, regardless of the coverage outcome.The company reported that the technician replaced the pump and rain line assembly. On March 5, 2025, service was again requested for the dishwasher and the request was dispatched to Allstar Appliance Repair to further diagnose the issue. A service fee was not due for this request. The company reported to *** that a leak was present in the tub of the dishwasher and the failure was not normal wear and tear. Therefore, coverage to repair the dishwasher was denied.Allstar Appliance Repair advised that the unit may be covered by the manufacturers warranty. OneGuard recommends that Ms. ***** reach out to the manufacturer with regard to this matter.
Thank you for your consideration.
Sincerely,
*** *.
OneGuard Home WarrantiesCustomer Answer
Date: 04/08/2025
My dispute has not been resolved with One Guard Home Insurance. *** **** ********* did not replace anything in my dishwasher and if researched you will see that they don’t exist. I would like and have asked for my service tickets for these fraudulent allegations of replacing anything in my dishwasher. I spoke with One Guard on date of said service to inform them my dishwasher did not work 45minutes after he left and they said he replaced my pump. The service tech was at my home all of 20 minutes and only adjusted the clamps on the hose under the sink. He commented that he buys thousands of them and 90% of the time they fix the problem. Please provide service tickets for these services with parts and labor for service provided, along with serial numbers for the items replaced. He also came back out and told me I needed a new seal around the door for the leak and had to order the part. Please help me understand why he came back a took the door off the front and put it back on leaving the same seal that was there. I asked why and he said he adjusted it. Wow, this guy told me my dishwasher failed due to lack of use…Is that a such thing? However, he had no intention of fixing the problem but billing the insurance as if he did.Thank youBusiness Response
Date: 04/14/2025
April 14, 2025
******* *******
Better Business Bureau Serving the Pacific Southwest
1010 E. Missouri Ave.
Phoenix, AZ 85014
RE: ******* *****; OneGuard Plan No. ******* Your Complaint ID* ********
Dear Ms. ********
Thank you for making us aware of our member’s issue through the Better
Business Bureau. We take customer satisfaction very seriously, and sincerely
apologize if the customer has not been entirely satisfied with our service.
OneGuard’s previous correspondence accurately stated the information in
our records. As stated previously, ******* ********* ****** reported to
OneGuard that the dishwasher failed due to a force other than normal wear and
tear. Therefore, coverage to repair the dishwasher was denied. Ms. ****e
disputed the diagnosis provided by ******* ********* ****** and OneGuard has
dispatched a service request to ********** ********* *****r to diagnose the
dishwasher and provide another opinion. When OneGuard has received diagnostic
information from ********** ********* *****r, the customer will be further
advised of our position.
Thank you for your consideration.
Sincerely,
Kim
T.
OneGuard
Home WarrantiesCustomer Answer
Date: 04/14/2025
Hello, I am requesting documentation of aledged service that ******* ********* provided to my dishwasher. Service/parts and labor for Service provided. The conclusion ******* came up with is a problem he may have caused. I am not satisfied with the answer of a company who does not exist and would like to proceed with a company of my choice to evaluate the work that ******* allegedly have done and evaluate the part/Service he provided to my dishwasher. Please provide the service orders from ******* appliance.
Thank you
Initial Complaint
Date:03/13/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Manufacturer has confirmed their recent and most comparable unit of my current model. OneGuard continues to offer much less unit comparison missing 6 main features of current unit? Replace with delivery & install options of warranty exchange comparable to apples and apples and stop calling, use email
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