OneGuard Home Warranties
reviews and complaints

These criminals are nothing but con artists. Our AC blew out on July 30th, 2022 after we moved in in March *** late January/early February. The home inspector said that the system was old but still functions. The following Monday, we called to inform One Guard who sent out a "technician" from *** (also con artists). Their "HVAC Technician" said that the unit was dirty, the system needed to be rewired, and the fan motor needed to be replaced. Mind you, we just had the system cleaned and inspected. None of what the home warranty/*** "technician" sounded legit. We called another company to do an independent review. They came out on August 11, 2022. They stated that the system had leaked all of the coolant do to a leak. The wiring worked just fine, albeit old, the system was clean, and the fan worked just fine if the system was on a low pressure setting. We called One Guard who stated that they wouldn't take a review from a professional that they hadn't paid for what they wanted to hear. They finally agreed to send out another technician from ***, on Friday September 9th, 2022, who said that the system was over 14 years old and repairing it would be a waste of time and money. He said that he would submit a report saying that the system should be replaced. The next week, we got a call that *** was going to come out and repair the system. One Guard said that they hadn't received the order to replace the system but got a report that it should be repaired?! *** came out on Wednesday, September 28th, 2022, and "welded some leaks", flushed the system, and cleaned the coils. The system worked for maybe an hour and then stopped again. We called One Guard to tell them the system was broken again and that the "fix" didn't work. They still claimed that they hadn't received a work order to replace the system.As of today, October 1st, 2022, it's not fixed. Not replaced.

We've been with OneGuard HW for 8 yrs., contract #*** and the service provided by them has been good, getting our refrigerator water dispenser & washing machine repaired, both inexpensive repairs, quickly. On 5/14 we noticed one of our a/c units was not working. We live in *** and are already experiencing record temps. so we called OG HW to see if someone could come out immediately to inspect/repair the a/c unit. Short answer is there was no sense of urgency for them to assist as we were provided contractor phone #'s in which we had to call (not OG HW) to get someone to come out. Didn't have any luck with return calls and finally one answered only to be told "I can come out tomorrow 5/15 if you are willing to pay the O/T service fee due to Emergency call", of course we said "yes" as we wanted to start the process. Due to the extreme temps. we continued calling other reputable contractors to so they could come inspect the unit to see if they could get it up and running (again we paid out of pocket). After their triage it was determined that the unit was inoperable due the capacitor and compressor being grounded. Fast forward on 5/16/22 a OG Representative called me only to be told the claim was denied due to "not normal wear & tear and they don't cover secondary damages (meaning the non-authorized contractor the day before should not have serviced it). I talked to Customer Relations only to be told you should know the contract and should've waited til Monday, basically in my mind "it's hot and deal with it", no sense of sympathy or understanding. At the end, she said they would be will provide a very small concession ($400) since we've been with them 8 yrs to make it right. We are looking for OG HW to rectify this 100% - we've had preventative mx done on the a/c to ensure it operates as intended (saving OG money for the longevity of it) yet we get told you should know the contract. Why have a home warranty if they deny you when you really need them!

It's unfortune that it comes down to poor quality of workmanship and the companies they hire, all have unacceptable reviews all listed on the internet. Every time I have a company dispatch out to my home I am looking them up. I really need to see what types of people I am going to be dealing with and if they are really there to address the concerns or if I am going to have to do there job for them. I recently had my tenant call in a claim for a clogged kitchen sink, the company name is Vintage Plumbing. Really awful reviews from customers, any ways. The plumber shows up late appointment, my tenant removes items from under the sink so he could look and see what is going on from a small distance. Next proceeds to let my tenant know it's going to be $625.00 to cut the pipe and re build *** because he could not find the clean out pipe. My tenant phones me and starts letting me know what was happening. So as I am on the phone with my tenant and speaking with plumber, it's was not making since why he needed access like that and if he had called One Guard prior to letting us know that it was not covered? The plumber replied he had not and after that I declined his $625.00 fee and he mentioned he didn't have time for this and had another call, headed out the door. As soon as I arrived at the property , I pulled back the protective covering and found the clean out pipe. I asked my tenant did he not see this, she wasn't sure. So I took a picture of it texted it straight to the plumber that left in a hurry. No real response just mentioned that he would return two days from now. Funny how this all played out either he did not want to do the job or it was a scam. I am not even a plumber but I found the clean out pipe located in the bottom cabinet on the wall only inches away from the drain pipes of the sink. I had my own plumbing company come out snake the line, no problem! Plus NO $625.00 BS. Do not repeat that One Guards top Priority is customers, service is's not!

Here's what I think . . . I need to drop their warranty because they have completely mishandled my recent request for air conditioner repair. Over 10 years of paying monthly premiums with little need for it. On the morning of 7/5/2022 I entered a service request through their web portal and received confirmation 1 minute later that my request had been forwarded to a local company. A vendor then is supposed to contact the customer within 4 hours to schedule ***. That never happened! I placed 2 calls to the vendor, hit voicemail and left a message. After the 4-hour window I placed a number of calls to One Guard which resulted in ridiculously long wait times or to leave a contact number and be called back. I was put on hold, disconnected and thwarted at every attempt to get service. One Guard customer *** (a gross misnomer) tried a number of times to call and email the vendor and met with no response, also. I asked for a referral to another vendor, they refused and said that I'd have to give them at least 24 hours to respond before they could do that. What about the 4-hour window for the vendor to respond. What am I missing here? My wife and I are in our late 70's and not without some medical needs. In addition, I am a disabled *** veteran and needed the A/C fixed ASAP. This was communicated to One Guard and the vendor via voicemail. All I got from One Guard personnel is "I understand". Well, no you really don't! The customer reps do not appear to be based in the U.S. Language is an issue, not because they don't know the vocabulary, but they don't know how Americans use language and often misinterpret the conversation. Each rep must use the same default responses because they were word-for-word the same even though different people. I asked for a manger or supervisor - no we can't do that - just the worst experience. What did I do? I decided to just pay for the repair from a reputable company and it was handled first thing this morning. /

We created request for dishwasher repair on 8/3 with service request#***. It took them 10 days to confirm that it cannot be repaired and has to be replaced. We confirmed on August 14th that we would choose for the option to replace the appliance replaced as opposed to getting cash. It took them another 10 days to place the order for replacement which they only did after multiple follow-*** Finally on August 23rd they provided us with vendor name - *** Flood Logistics who would ship the appliance. However we called the vendor, they confirmed that they do not have service to any appliance to our location. We called back to One Guard immediately to inform that the shipping company doesnt ship to our location, they ignored and asked us to wait till the *** mentioned in the email which was 9/18. When we called on 9/18, they asked us to call back on 9/20. When we reached out on 9/20, they said the shipping company doesnt deliver to our location. We have been calling everyday now requesting supervisor to call us back, but there has been no response past 3 days. This company is the most unprofessional service we have ever seen who is not responsible and deliver poor quality service. I am pregnant and informed them that not having dishwasher has been so inconvenient, but they completely ignored my situation and now it has been almost 2 months we have no dishwasher. We requested to change back to cash back option so we can install the dishwasher ourselves today. But upon this request, One guard informs us saying we will be charged for restocking the order we had placed almost 1 month back whereas we have no tracking number or status where this dishwasher is coming from since a month now. We have been disgusted with the customer *** who do not even try to resolve the issue and just give random stories everyday with different reason that the dishwasher is on its way. We now are stuck and feel left with no option in this scenario. I will be having a baby soon and badly needed a dishwasher to get started.

I have multiple home warranties on my rental properties with One Guard and at this time I am regretting that I ever went with them to begin with. On the last occasion my water heater in one of my properties was not producing hot water. We called it in and they have send *** Service in *** to come and do a diagnostics on it. They came the next day and the technician climb out and said that they will order the part and he will come back in a day or two to fix the Thermostat. Couple of days went by and I did not hear from either the contractor or One Guard until I had to make multiple phone calls. The eventually got back to me 7 days later and said they found the part locally but they would only be bale to install it 5 days later. By this time my tenants was sitting without water for 7+ days. I asked them to please send someone out as soon as possible and offered to pay extra to get this completed. The response was that they cannot do it and that is the best that they can do. After couple of attempts *** Services called back and said they had a cancellation and will send the technician out to the house. by this time I had my contractor going out to give me a quote to replace the entire unit. DNB at that time claimed that someone was messing with the heater and called it into One Guard where the agent handling my case denied my claim. I have reached out since multiple times to get confirmation from One guard on which part they claimed my contractor has damaged and the said I must take it up directly with DND home Services. This was weird that no physical report was filed between One Guard and DNB home services and my claimed was denied by a single phone call between them. Up to today I still have no info on which part DNB claimed was damaged and cannot get in contact with anybody higher *** in One Guard. I have chosen to cancel all my Home Warranties and also instructed our *** Estate Agent that we are using not to use them for future business. This was also not the first time one of One Guard contractors misdiagnosed a problem and One Guard not stepping up to plate.

Absolute worst customer service possible! I used this home warranty company for a year and during that time I had issues with my HVAC system, at least 5 or more times (I honestly lost count). The HVAC contractor that OneGuard hired is a shady company that first of all, did not pull permits with the city prior to replacing my condenser unit and air handler, then the HVAC company installed an air handler that was/is too big for my electrical system so every time I tried to use the heat the main breaker would overload. I had my electrician inspect the electrical portion of the install and he had me unplug the system immediately as it is a life/safety hazard for my family and home because the whole system was not installed up to code (as I said before, the HVAC company did not get permits for the work which are required in my city). When I brought this issue to OneGuard, I was told that they considered the system "upgraded" now that there is a new condenser and air handler and they could not help me with the issue and I had to deal with the contractor. Again, the air handler that the contractor installed was BRAND NEW but requires too many KW for my electrical system and because of that there is already electrical burns on the outlet receptacle and the cord. Additionally, both my electrician and another HVAC contractor, that I hired for another opinion, pointed out that there were certain items that OneGuard's contractor charged me for however, they did not replace the items. I also shared that information with the OneGuard representatives that I spoke with but that information did not seem important to them either. I assumed that OneGuard vetted the contractors that they hired before they sent them to your house in order to ensure they were legitimate, reputable, and HONEST contractors, but shame on me for assuming! I would NEVER recommend this home warranty company to anyone! Needless to say, I still have the same issues with the HVAC system and I am now fighting with the HVAC contractor to have them fix the work that OneGuard hired them for and hoping that I do not have to spend any more money out of pocket to have the issue corrected.

Criminal waste of time and money. Our tankless water heater was destroyed by the combination power outage and freezing weather we suffered last week in Texas, same as all of our neighbors. We went through the One Guard web portal to submit our service request and determine if it was damage that would be covered. At the very start of submitting a service request on their website, as soon as you indicate the item requiring service, a sidebar spells out for you what One Guard will or will not cover. This is apparently a lie of omission. We spent 75$ and waited all week for One Guard to get a plumber to see us. And what do they do when they finally arrive? Take a few pictures and retreat to their car. Waiting in my home, confused, I get a call from a One Guard representative informing me that they do not cover freeze damage. Thanks, wow, so glad we could get together and flush away 75$ for someone to tell me what the entire world knows in the wake of this past week: The freeze broke all the tankless water heaters. I asked One Guard where on their website they indicated freeze damage was not covered. They could not demonstrate this. Instead, they directed me to read the physical contract, and further admonished me that I should have contacted an agent by phone, that could have warned me. You know what calling One Guard's phone line is like? You spend 10-15 minutes being told by a recording to go use their website to submit service requests. How is it that we're expected to ignore their own advice, and power through their monotonous call lines? How is it that we're expected to lawyer down and read the fine print on the contract for every service request, or risk being taken advantage of with that 75$ fee just getting pocketed? It is absurd, predatory, and vulturous to behave in such a way and especially so in the wake of what we have gone through. I spent days waking up in the freezing cold, seeing my breath in my own house, numb and exhausted from shivering. I am STILL heating water on my stove to take sponge baths. But One Guard doesn't see any of that. They don't care. They just want their cut. One Guard is not worth your money. They lack humanity.

Horrible, called June 1, here it is 30 days later on June 29th, heat pump shot, new heat pump been approved by one guard, but have not been provided a replacement yet, One Guard Claims they cant find one, baloney, they could find one if they bumped me up a model or 2, but they are sticking to give me the cheapest heat pump even if its costing me high electrical bills and little or no cooling in these plus 100 degree days here in Arizona waiting on something to be done meanwhile, they could patch up the old one to work better, but since its gonna be replace, HA!, whenever, one guard will not spend anymore money on the older original unit. The Tech Qual Tech has been great and even trying to get one guard to do something, so this is all One Guards fault why I am without a proper working heat pump one month later in 100 plus degree temps in the middle of summer. On 6/24 at 3:33 PM, Michelle Nunemaker wrote: Goodman was out of stock so instead of waiting they found Carrier had a 3.5 Ton Package HP 14 Seer Unit . July 6th: My parts department responded and said, The Carrier Comfort Series is an upgraded unit and we do not offer the comfort series. PA4ZNA042000 is the model number for unit we are offering. If the you would like to upgrade the unit to something that is available in the Valley with the shortages you can and we can put the cost of the unit we are offering toward . Michelle Nunemaker Authorization Specialist so you cant find a replacement even from goodman then, what is the extra cost to me, "IF" I decided to take an upgraded unit and I think it stinks since I pay to have it replaced or repaired its not my fault I have to pay extra money out of my pocket(already costing $1225 to pay for the install, boy I know what type of customer service after 20+ years of being a customer then get treated like this, basically I am darned if I do, or darned if I don't, either way> I had to wait a over month for One Guard to decide, oh let me pay for an upgrade and then for me to suffer in 110 heat and pay hundreds extra on my electric, so since I am at the mercy of One Guard please give me my options, in money amounts I am not saying yes to anything else until I start to see what my final cost will be, I am not gonna sign per say a "blank check" I need to know how much, how soon anything can get done, very unhappy with One Guard, specially after wait 5 weeks for this answer and its 112 in Phoenix today. Oh what fun without cool air, ...suffering in Phoenix

DO NOT USE ONE GUARD AND PLEASE DO YOUR HOMEWORK! We just signed up for our second year and now heavily regret. They had been great with little things such as our ice machine and disposal but now our AC is out... Phoenix 117 degree weather. It has been THREE WEEKS! We have 3 dogs, my elderly mother in law and my 11 year old daughter who all live in my home. It isn't just uncomfortable it is dangerous.Initially when I called they had told me that it was two weeks to get anyone out. My boyfriend had more success as when he called later and spoke to someone else they did get someone out right away. Our compressor is shot and they have to replace. Expensive which is WHY we pay a Home Warranty Company in the first place. When they called us to let us know that they will replace our unit with a 16 seer which is a better unit than what we had (a 14 seer) my boyfriend went out to check (on the back it tells you) and we have a 19 seer we had to dispute that. Then they agreed and we were approved they said they would order the parts... yeah...Today I finally called after my boyfriend has tried the last 3 days both phone and email to get *** to call him back who had been helping him. I sat on hold for almost an hour. I ended up calling the sales team as you can easily get a hold of one of them of course. When I was finally able to speak to the correct people (at this point 1.5 hours later) who I spoke with was rude and unhelpful and just kept talking over me to the point I asked her to stop and pointing at our contract which states that if parts are on back order we agreed to waiting. I asked to speak to a supervisor and she said there is no direct line to them and that I would have to wait BUT then they tell me the supervisor would get back to them today on an approval for one portable unit to hold us over which we have to go get and submit for reimbursement. Funny how they can't get to me but they will get to them. SMH.Portable Unit won't cover the two bedrooms needed AND our main living area plus the loudness of those units but if that is all we get then we will take it. Long story short this could have already been handled as another AC company has already given us a quote and can move on this. Because their distributor is cheaper they refuse to go elsewhere and let us sit in the heat.I did tell them that if I do not hear from leadership prior to the end of the day I will be going to the news as this is something everyone should be aware of. Read the fine print and think ahead! Its dangerous and not effective at all when you really really need them. Will keep this review updated as we go.

AVOID THIS COMPANY AT ALL COSTS! THEY ARE LIARS AND AWFUL AWFUL CUSTOMER SERVICE! NEVER ANSWER THEIR PHONES! I HAVE ABSOLUTELY NO IDEA HOW THEY HAVE AN A+ RATING! Our experience with One Guard started out what seemed to be great t just being an awful experience. The AC in our home randomly stopped working last Wednesday 7/15 and we put in a claim that same day. By the next morning we had a contractor call and were out to do a service call that afternoon. Which was wonderful. Come to find out the compressor stopped working. That contractor stated he would be sending out our compressor information that same day (7/16) to them so they could approve and parts could be ordered immediately. Molly Boston the rep on our case called us that same day (7/16) requesting I send her a copy of our inspection report as this was a new home I just purchased - which I sent her as soon as I saw her email come in. Friday (7/17) she called me asking a few more questions and stated our claim was approved. According to her she was waiting on the contractor to send her our AC compressor information. Weekend goes by and Monday goes by with no follow up and no answers. I call on Monday to be on hold for over an hour then to be hung up on! I call back and 45 mins go by before I finally give up. I email her TWICE with no response. Finally Tuesday (7/21) I receive a call not from Molly but from the contractor stating he wanted to let me know he had just gotten off the phone with One Guard and they let him know they had barely put the order in for the parts. As conversation continues he states that Molly let him know they were just now putting in the order due to her waiting on me to send her the inspection report in which she had just received. that day on 7/21. Which as mentioned prior I sent her over that report the same day she requested it on 7/16. Shortly after my phone call with the contractor I receive an email from Molly stating she was still waiting on information from the contractor for the parts and would call them once again. Again... A lie as I had just spoken with the contractor who had spoken with him already. I asked her for this email thread from the contractor (this is how she stated they communicated) and for a supervisors contact information and that I had already spoken to the contractor so I knew exactly what was going on. She ignored my requests and simply said she apologized for the miscommunication between the contractor and my warranty but would keep me in the loop. Tried following up with her again today twice with no answer. Been on hold again. No luck! Today is 7/23 now a week with no AC in triple digit summer heat!

Torye Thomas one of your employees in the retention department was extremely rude, disrespectful and not professional at all to me. I've had bad experiences with your company over the years but Torye Thomas took it to another level and I have to say something. I decided that it was best for me to cancel my service with you guys. I've had so many claims being denied and rude customer service representatives within two months and just throughout the years I've been with your company. However, Torye Thomas took it to another level. I decided to cancel all my policies and Torye Thomas was the representative that reached out to me about canceling my service. When I spoke with Torye Thomas over the phone I explained the reason why I wanted to cancel all my policies. Torye Thomas never suggested or asked if there was anything he good do to keep me as a customer. Torye Thomas told me if I cancel my policies prior to the renewal date I would have to pay $50 if the policy was not up for renewal. I was perfectly fine with that. He said okay I will do that for you and that was that. On June 30th. I called to check the status on my policies that I requested to cancel and I was explaining to the representative what's been going on with my claims being denied and the poor customer service I've been experiencing. For whatever reason the rep decided that I needed to speak with Torye Thomas. Torye Thomas was confused why he needed to speak with me and I was very confused why I needed to speak with him and I had spoken to him once before and he was rude and disrespectful then and I didn't want to talk to him but I did anyway. That was one of the worst decisions in my life. Torye Thomas was screaming at me, over talking me, not letting me finish my sentence. Torye Thomas told me there was nothing that he can do for me but cancel my policy like I requested. And since I did not ask for him to do anything from our first conversation that is the reason why he did not suggest anything. Torye Thomas said he doesn't know why we are on this call right now and asked what to I want. I told him what can you guys do. He keep saying he can't do anything and he asked me what do I want. I told Torye Thomas I'm not sure what you can do so I asked for a discount and an apologize. Torye Thomas told me we(One Guard), are not going to just through money at you just because. Torye Thomas screamed, over talked, cut me off, and got so frustrated and he was just being weird. That was the worst experience in my life. It's actually worse then what I'm writing. If you can go back to the call and hear how Torye Thomas was speaking to me I'm sure you guys would understand what I'm talking about. I truly hope that you would not appreciate your employees speaking to a customer like Torye Thomas spoke to me. Just Ridiculous on all levels.

(9/11) One week into my claim and the third party service tech came three days ago, and it took call after call to figure out where the paperwork was, and the status. Third party said they submitted it, OneGuard said they didn't have it. After working with Luke A. (the only helpful person there), I sent the paperwork myself directly to him, and he forwarded to appropriate dept. After a few hours received a voicemail stating the claim wasn't covered. On my 8th hour on hold (over the course of 48hrs), began to get SO frustrated with this company. Later in the day... Just spoke with someone else. OneGuard/Landmark said they won't cover claim because the contractor/service tech said it wasn't caused by "normal wear and tear." Called contractor, and he said he indicated NO SUCH THING. Said the report he gave me was the report that was given to them. Second false statement by warranty company within 24 hours. (9/14) Spoke with contractor to understand the conflict between their report and what warranty company is stating. Spoke to contractor and explained what they saw was a culmination of "wear and tear" on a lid that started with a minor crack. The initial issue was a crack in the corner of the lid approximately two months prior. Took picture of it. At the time, my husband said it wouldn't be covered because the washer was still functioning and it was just "cosmetic." As long as it was functioning, I didn't care. Now it's not working due to additional pieces cracking (from wear and tear) and the machine will no longer function. Contractor said they would call warranty company and explain to claims dept. (9/15) Received a call from Brittany indicating that the claim was denied. She stated that the initial denial was incorrect. The claim wasn't denied because it wasn't "normal wear and tear", but because the lid is STRUCTURAL, and not a MECHANICAL part of the washing machine. First, if a lid sin't covered, why, when I told them it was a broken lid, did they not tell me it wouldn't be covered before taking my money for the deductible?! Second, my husband's background is literally, mechanics and machinery, and he indicated it isn't a "structural" issue, because the washing machine is still a standing washing machine without the lid. It's "mechanical," because the washing machine doesn't FUNCTION without the lid - it's part of the mechanics of the washing machine, and the cycle actually being able to start. Per our contract, it says: COVERED: Mechanical components and parts that affect the operation. The is a mechanical component/part that affects the operation... and they are denying coverage. In addition, they have everything from soap dispenser to all-in-one washer/dryer units listed as NOT COVERED, but NOWHERE does it say "Lid." When my husband stated it isn't operational without the lid, Brittany defaults to "it's not covered because it's not considered wear and tear." OneGuard/Landmark, will apparently say and do anything (lie) to deny the claim.

12 DAYS WITHOUT AIR and COUNTING! I purchased One Guard last year and did not use it once and I renewed my policy on 5/19. Fast forward to 5/31 my AC stopped working and I called One Guard who assigned me RPM Air LLC to come out June 1. RPM Air LLC came out and did not find anything even though I told them it was probably an electrical issue as it was continuing to go on and off. It happened to be on when he came however they failed to go in my attic to check the handlers and circuits. It went out again and I requested a callback service on June 5 (RPM was not in the office on Friday June 5). I had to wait until June 9th for RPM to come out again. RPM came out June 9th and finally went up to the attic touched a few things and it came back on (Mind you it has been out completely since June 5th) they stated it is fixed now. Within a few minutes (right before he was leaving) it went out again and I said see it keeps gong in and out. He went back to the attic touched a few things and it came back on. He came down and stated I will order the board just in case it goes off again and someone will call you first thing in the morning to see if your AC went off again. Well, within 2 hours it went off and stayed off and has been off since June 9th. BTW no-one called me the next day instead I had to call RPM TWO TIMES and leave messages (because they never answer) and call One Guard on June 10th waiting on hold for 1 SOLID HOUR. Once One Guard answered they told me the part has been ordered no answer to when it will arrive or be installed it is a MYSTERY. This takes me to today June 12th, I see a service request was submitted yesterday at 9:47 AM to install the part. I call RPM first thing in the morning, you guessed it NO ANSWER. I call One Guard, you guessed it ON HOLD...here is the kicker...I get through and inquire about my appointment (remember RPM does not work weekends). I tell her that RPM still has not made an appointment with me and when I call and they never answer. She then calls them and they state that they will call me first thing Monday morning June 15th for an appointment...never mind it is 105 degrees outside. I explain to her my frustration with the whole experince I have had thus far. I ask her why do I even have this Home Warranty if I am having to work harder then they are just to get this AC fixed? She replies it is only intended to offset costs and she assured me that I am not the only one dealing with this type of delay. I exclaim my disappointment and state isn't this an emergency as stated in their contract. She really has no answer. I just have to wait through another weekend without AC again. I then inquire, what if they put the part in and that does not work either? What is the next step? How long do we keep doing this (if you live in AZ you know it is just going to get HOTTER and HOTTER). She assured me hopefully this would probably fix it. Thanks I feel much better now...NOT. I AM EXTREMELY DISAPPOINTED AND LET DOWN. I had higher expectations as One Guard was referred to me from a friend :(

Have OneGuard Texas, LLC. TREC License# 150 as a home warranty company since 03/20. My very first and only issue so far started on 05/31. I called immediately and let them know I was having issues with my A/C- it was not blowing any cold air and running continuously. They promptly assigned a contractor (EMS Home Services -DFW, TACL***). The technician arrived on 06/01 and recharged the system with 4lbs of refrigerant as well as "Leak Seal". Upon being asked why they did not investigate the leak, he responded saying that it was standard practice to put in a leak seal during the first visit to see if that alone remedied the issue and left. Within 3 days of the technician visit I felt the A/C starting to struggle again but held off until the next day to call OneGuard back. Made my second call on 06/05 and was issued a "recall" and a technician was able to come back on 06/09. Rather than investigate the leak, the technician proceeded to add more refrigerant and more leak seal in. When I asked why he was not going to investigate the leak yet again, I was told that he would need an authorization from the warranty company before he could do that. I spent the next couple of days going back and forth between the two companies with each giving very conflicting responses to my request for repair status. After much back and forth, I was finally able to get yet another recall on the issue and a technician arrived on 06/15 and performed a leak test and concluded a leak and need for a condenser coil replacement. At the end of the visit the technician informed me that he would have to put in a request for repair authorization and once approved, required parts can be ordered (condenser coil) and the repair scheduled. I spent the following days repeatedly calling OneGuard seeking status updates on my repair. I got varying responses from "waiting on diagnostic information" to " contractor sent us incomplete information, waiting on more". Today 06/18 I was finally able to speak to a representative in the "Authorization" department who assured me that they are doing everything they can to get this repair on the way. After 3 months of having the contract, it was during today's call that the representative asked me for my Home Inspection report. I compiled and sent them a copy. Although the call ended with the representative telling me that she did not see anything that would stand against them covering the repair, there were a few points that she made an issue of, that see questionable. Few comments made were: 1.the report was lacking pictures of the air handling unit, condenser etc. (the report clearly indicates "Photographs may not represent every location and/or condition discovered during time of inspection") 2. the report clearly states "The Temperature Differential Readings measured were within the normal acceptable range of 14 to 22 degrees." Yet, the representative pointed out that it did not provide the actual recorded reading. I don't see why the actual reading makes a difference as long as it is within required parameters. 3. She tried to make an issue of certain hyperlinks in the report that would not open for her. The hyperlinks in question were to general disclaimers/information such as TREC Notice, Pre-inspection agreement, Thermal-Imaging agreement and Attic Ventilation Information. I don't see how any of these would be relevant in this case. Over the last 2 weeks I have spent hours upon hours on hold and being transferred from one person to another. This is a snippet of my experience and frustrations with the company. I leave interpretations of how this company operates and whether it a good match for your warranty needs to you.

This is coming from a realtor and I have referred and purchased numerous plans with them for my clients. They have poorly performed on several cases for my clients but I was able to resolve it. Now they came for me this time. I had a request in to repair my range which is a luxury brand. After waiting two months I get an email saying they don't have any servicers in their network to service so I should have it repaired on my own. But they sent me a list of about 50 contractors in the area that I COULD NOT USE per them. There was literally no one off their list that could service my range. So I coughed up the $1200 to have it repaired on my own. I cancelled my plan because they have gone so down hill it's ridiculous and they are in breach not being able to repair my range after it being out of service for two months. They charged me a $50 cancellation fee. Their escalations group NEVER returns my calls and they lie and say they did and left a message. So I have been unable to resolve this with them. They are LIARS! They block you from actually having things covered under you warranty repaired. Torye Thomas is unprofessional and uses language to try to intimidate people and this person should be fired. Another joke of a person with a label like "retention specialist" that is not actually concerned about retaining anything. And lastly now they have charged off the fee they imposed to a collection agency and I am receiving numerous called from them.

I am filing this complaint on behalf of Marcie Schaible. It is in regards to Claim for 845 W PRESS RD - OG - #(***) We contacted One Guard regarding a garage door, which had a broken coil spring. One Guard sent Reliable Door Services, who started to replace the spring. I observed the tech as he tried to hammer the new spring into place. Because he did not clean paint overspray on the opener rod, it became jammed and would not travel onto the rod. Had this been cleaned, the excessive hammering would not have been needed. The hammering damaged the rod. On Aug 17th, we got this email from Tricia, offering payment in lieu of repair.: "If you do not wish to pay the out of pocket cost we can offer you a cash (sic.) in lieu of the repairs. Please let me know how you would like to move forward and I will assist you." On Sept 18th, we got this email: "We would like to inform you that we have received the diagnosis from the contractor regarding service on your Garage Door Springs/Hinges at 845 W PRESS RD. The contractor has confirmed they have billed out for the spring repair so we would not be offering cash in lieu at this time." "The contractor confirmed that they repaired the spring so we will not be moving forward with a cash in lieu of the repairs since a repair was made. I do apologize for any confusion as the representative who wrote that email had sent that before any repairs were made." The repairs were NOT done. We had to hire another company to do the repair, which they successfully completed. If Reliable completed the repair, why did he give us a quote to do the repair? We have the quote, which also states "Door is not functional at this time". There is no time at which he did the repair. In summary: Reliable did not do the repair. They damaged the rod by hammering. One Guard offered a payment in lieu of repair, but then refused to pay that. We had to have a third party do the repair at a cost of over $300. We have photos of damaged parts.

A claim was opened for my mothers washing machine this past October, which was making a loud noise when washing, not cleaning properly, and seizing during cycles. The first contractor that came out said it was a bad bearing and claimed that it was due to a bad drive shift due to overloading. This, however was not the case, so they sent out a second contractor to give a second opinion. The second contractor said that there was a bad bearing, but that it was due to normal wear and tear, not a bad drive shift, and not due to overloading. Once this was established, they put in the work order with One Guard. One Guard however insists that they said that it was working fine, despite my having a copy of the order sent to one guard saying there is a bad bearing that needs to be replaced. A supervisor was supposed to get in touch with me and never did. I was expecting a call, but they sent an email to my 70 year old mother, who doesn't know how to use email properly. A couple months have passed and my mom has been doing her laundry at my house. She saw the email from them recently and we reached out, but did not receive a response. Days later, I went to take a look and see of it is something I can fix, but the drum does not spin at all anymore. I called One Guard and they are refusing to send the contractor out to fix the problem that they should have fixed in the first place, unless another service fee is paid, despite the fact that the claim is still open according to the homeowners portal. The customer *** representative I am on hold with at this moment is incompetent and is so focused on being on script that he will not even try to find a solution. They are looking for ways to deny claims and by not completing the service that was paid for, are violating the contract they are in with my mother. We don't want anything special, just the repair and satisfactory completion of a legitimate claim that should have long been taken care of.

I renewed with One Guard on 5/11, in an attempt to retain my business due to poor service during 2019 Ralph B offered me a free service visit which I had him send to me in email. On 7/16 my frig broke and I placed a claim. Repair man arrived on 7/20 and told me I needed a part and he would order it. I attempted to call OneGuard for 2 days on the 22nd (hold foe 24 minutes) and 23rd (held for 20 min) no one answered the phones. I emailed Ralph and never received a response. I call the sales department and got to speak with someone. They returned my call and stated that the part would be take an unknown amount of time to come in due to low production and offered me $112 instead. I pushed back and said that was not in our agreement and would not come close to helping me purchase a new frig. I asked for mgmt. to call me due to the multitude of issues and that they owed my service visit that was charged to my cc. They were to call me back on Tue they didn't. 8/4 Aida T called- Ralph didn't remember offering me anything free & it wasn't in their system. I had the email and forwarded it at that time to Aida. They had cancelled the original part order and she reordered it on 8/4 placing a new service request in the system. 8/12 Aida confirmed that they had refunded my service fee. It was not reflected on my CC. 8/21- I emailed Aida due to no refund and asked for an update to the part. No response. I have attempted to contact headquarters, customer service, all numbers go to the same auto system and no one answers the phone. 8/22 I called again no answer once you enter the automated numbers. After going 38 days without a refrigerator my household could no longer function without a refrigerator, not knowing how long OneGuard will continue to avoid fulfilling their contractual obligations to me as their customer, I had to purchase a new refrigerator out of pocket. To replace the style and type of refrigerator that that I had it cost of $2828.00.

I was a OneGuard customer last year & renewed it 12/01 with a term of 12/11/10/22. I called for a service (electric) issue 12/26; it was resolved without issue. I called 12/28 re: my A/C not working & today, 12/30, MJS Mechanical Services came to my home & assessed my A/C. I received a carbon copy of the work order the *** signed, which reads, "No cool; upon inspection, found system to seem low due to a restriction found to be in the evaporator coil." The mechanic never stated there would be an issue with the home warranty not covering the *** knew this was a "home warranty" call) - in fact, he included in his work order to OneGuard the suggestion to offer an upgrade allowance to replace the A/C if I chose that option in lieu of just a repair. When asked re: next steps the mechanic stated OneGuard would be responsible for ordering the part or OneGuard would communicate to him to order it. Nate (mechanic) then left at 10:55AM. At 4:37PM I received a call from *** with OneGuard who spent one minute on the phone very matter of fact stating he personally determined it would be classified as a "pre-existing condition" & would not be covered. I told him that was not the case but he did not seem to care to listen. I then called MJS Mechanical back & asked Nate why OneGuard would think this was a "pre-existing" condition as that was not what was ever suggested to me by him (the only person who visited my home & diagnosed my unit); it was not at all included in the document I signed my name to & that he (the mechanic) signed his name to; after pointedly asking, Nate (mechanic) disclosed to me that was not at all stated or inferred in the report that his father sent to OneGuard. I called OneGuard back & spoke w/***. I shared this info with her & that I felt I was being lied to by OneGuard - what their employee said to me contradicts the *** own experience. I asked for a copy of the report but she refused to release it.

This is an extremely long story but my contract with them started on December 17 of 2020. On either January 9 or 10th, I apologize I dont remember which one I called because I pulled my refrigerator out to clean behind it and saw that there was something obviously leaking. They dont send anyone out on the weekends I told him I was concerned that it what if the floor got damaged even though there is no damage currently which also adds to my issue of this pre-existing condition. Because of this had pre-existing for a significant amount of time with as much leaking as there is. There would be damage to the floor and there is none at all. But anyways they told me that would not be my problem so I put some towels down to protect the floor I heard from the company finally Monday evening after I called and left them a message that Monday morning which is MVP appliances. And they finally were able to come either Tuesday or Wednesday afternoon. So the guy walked in my house he stayed for less than five minutes. I would really say he was here about 2 1/2 minutes. He snapped a picture of the back and I guess of the inside of the fridge. He told me that this was a manufacture issue in my home warranty was not gonna cover it and I said are you sure thats what it is and he said yes and then left. Im assuming that they get paid by many of these warranty companies and if he can do my house in 2 to 3 minutes he could do five or six houses within an hour if they were close enough. so I paid $75 for nothing. One Guard confirm this when I call them. My agent reached out to someone named *** she escalated this to customer escalations Ive been dealing with ***. *** is now saying that this is a pre-existing condition do the damage even though I have pictures of where I just use the household cleaner today to clean it and it easily comes off and there is no damage behind it. Ill be happy to show. So this couldve been pre-existing because Floors are fine and I can wipe it off.

My freezer went out July 22nd and I went without a refrigerator until Aug 1st. One Guard refused to replace my unit until Az repair deemed it unrepairable "per my contract". I was forced to cook and eat what we could and give away hundreds of dollars of frozen meat so it wouldn't go to waste. I borrowed my neighbors freezer to store 50lbs of dog food that costs 200+ so it wouldn't spoil, and I borrowed a friends ice chest so I could have a few essential items in my home. Customer service and communication was lacking from both companies. When Az Repair finally scheduled me, Andrey came to repair my unit and from what I understood he reported it just needed to be defrosted and to wait 24 hours for it to freeze and make ice. I waited, nothing worked. I submitted a recall. Again I had to wait to re scheduled, Andrey came and he said the freezer was broke needed a compressor. At this time I began I had to start cooking everything because it was thawed out. I called One guard and waited for someone for 45 min and no one answered. 3rd time Andrey showed up he pulled to fridge out unplugged it and said its broke and literally walked out. I pushed it back in and plugged it in as I had just bought groceries for my family, fortunately I held off on buying items that needed to be frozen. I called the repair place to understand what was going on because the technician couldn't tell me. Apparently they did not order all the parts required to make the repair. I explained my situation and frustration. Their employee Stephanie hung up on me after I requested to speak with her supervisor. I called one guard and waited on hold 57 min before Sara answered, I told my situation a second time. She said she would see what she could do.I waited on hold until 1 hr 27min then Michelle got on the phone so again I had to explain for a 3rd time what was going on who then called the repair. Sept 3 my unit is broke again, I submitted a recall and it was cancelled on their end with no explanation.

I have been a customer of One *** since November . On Saturday May 21st, I woke up to find my hot water heater leaking. Since the water heater was installed in October, I was pretty certain it would need to be replaced (they last between 6-8 years typically in AZ). I called One Guard to make an appointment for a service technician to access the water heater. I was told that I would have to wait until the following week to make an appointment. On Monday the 23rd, the contactor called and said the only appointment available was Wednesday, the 25th which happened to be my daughter's graduation. The contractor pulled up in an unmarked car, was unable to speak English, himself, but had a younger assistant translate for us. The contractor said the water heater needed to be replaced. I asked when they would come back to do that. He responded that he would have to wait for One Guard to give him the job. I did not hear back from One Guard on Wednesday or Thursday. I called late Thursday afternoon to see when they were going to schedule the installation of the water heater. I was told that the contactor submitted paperwork that needed to be reviewed and that the review process takes between *** hours. I explained that 32 hours had already passed. The agent said, I might hear something by Saturday. I requested to speak with a supervisor but the agent said she could only put in a request for a supervisor to call me on Friday. I asked her to do so. No one called me Friday, Saturday, Sunday, or Monday. I called Tuesday morning and was told that the contractor hadn't submitted paperwork and that the supervisor would call me later today. No one called. So at 4:30pm I called and was told that the supervisor went home and that the contractor's paperwork would take *** hours to review. I pointed out that this is what I was told last week. I explained that I do not have a lot of time to get the water heater installed, because I am leaving out of the country.

On1/11 my *** Front Load was showing and error (LE), I called One Guard for a service request. The same day A & D Appliance Repair called me to schedule a service call for 1/12.*** ( the technician) came out and notice that washer's inverter motor was under warranty for 10 yrs ( my washer was purchased in 2015); so he had me call *** while he was here . The agent (Colle) from *** had him run the washer though a diagnosis , resulting in confirming that the motor was bad. He left , I continued with the agent and she gave me 3 authorized service firms to call, which I did. One was closed another no longer a authorize service and other wanted *** number and paperwork from .I contacted *** again by email and they told me that ***( A & D appl Repair) could do the work and indicated what part/parts were under warranty ( the washer itself was not).On 1/13, 7 a.m. I call ONe Guard and talked to *** and then forward the *** email to her. She then told me that she would contact *** ( A & D Appl Repair) and reschedule him to come out to complete repair. She told me she would call to confirm the re-schedule. By 10:30a.m. I had not heard from her so I called One Guard and the gentleman looked up my record and told me that since washer was under warranty i had to go though *** for repair. I explained to him that the washer itself was NOT under warranty, just the motor. I asked him to review the email from *** which he did and he still interpreted it as being under warranty and told me to call *** for service. I told him that I pay One Guard every month for my policy which covers the washer, he agreed I do. I told him then they need to schedule A & D Appl Repair to do repair. He denied request. About 1/2 hour later another Agent ( Hunter) called to see if he could help me and I asked him to review my claim, which he did. He said he would talk to *** and she what she was doing regarding claim. She was getting estimate of repair to make decision.

Under our current home warranty contract, We requested A/C tune-up service in March 2022, which was complete by contracted company sent by home warranty company on 03/29/2022. On the invoice received after the tune-up, both unit drains were listed as "clean and clear". This company name was Pro Solutions Home and Commercial Services.On 7/4/2022, we called in and requested emergency service due to the air conditioner unit in our attic leaking and causing our ceiling to collapse to the floor. On July 5th, 2022, OneGuard sent AC&D, a different contracted company to fulfill the request. Tech from AC&D stated the leak was caused by a clogged drain and that it did not appear to have been cleaned "in some time". The tech stated that "clean and clear drains take years to clog on their own" and that they did not believe it was possible for them to be clogged if they were actually clean and clear on March 29th, 2022.When I asked the tech to include this information on this invoice, he stated he would not be able to because he "did not want to get in trouble" with OneGuard. Today, July 15th, 2022, on my 4th call attempt to resolve this with OneGuard, having previously been told three times that my case had been submitted to supervisor review and to the customer *** team and that I could expect a call back from a supervisor "in a day or two", the customer *** representative informed me that the notes in their system stated that the damage was done by a clogged drain, further insinuating that the previous company sent by OneGuard did not complete their work as reported to me and on my invoice. Today's representative also informed me that the only option I have is to wait for a call back from a supervisor.I still have a hole in my ceiling, pushing hot air in to our home continuously. This is further stressing our air conditioning units here in the Arizona summer and causing unnecessary cooling costs. I am afraid to repair in fear of being held responsible.

I have an air conditioning claim with Oneguard since Sept 25 2020 at my rental *** and until today after all running around from supervisor to supervisor, *** on Dec 2, 2020 decided to let me know to file a complaint in order for her legal department to review my claim. This should have been told from the beginning when I asked to talk to many different supervisors. Oneguard wasting my time, suffering the tenant and her 3 kids who has no air conditioning. I have to spend $1630.25 to get them 4 portable ac units to keep them from getting hot and sick. Going on 3 months for this simple claim. One guard claim department got back with me on Oct 29 for decision of the claim, either pay the contractor outrageous overcharge out of pocket cost of $2531.36 or take a cash out at $1251 and find my own contractor. The amount of cash out does not even enough to pay for my portable ac. I had advised all of the authorization and supervisor personnel that the cash out amount they gave me is not all that included.One guard gave me condenser $857, 2 hour labor on condenser $130, refrigerant 3lbs $45, evaporated coil $219, labor $65, One guard did not address on the cash out for filter line dryer, TXV valve, the thermostat, haul off equipment, taxes on equipment and $250 to upgrade to current code requirements when completing repairs or replacements of covered items (line 24 under F section)The Hvac contractor told the claim department that there are not any code violation on his out of pocket list $2531.56. Please review, if One guard authorization department has people that has knowledge about the work in the Hvac business, they would know and identify the majority items on his list are code violation.Refrigerant locking caps $135, I have no float switch which is an upgrade or code violation $215 and there are more on the contractor list. These two alone are already go over the $250 that I am entitled to.

We have had a policy with OG for many years. We have not had issues with them until this year. On May 25, 2022, our 18-month-old *** was not cooling correctly. We paid for a service call. *** Refrigeration came out, was able to temporarily fix the *** to get it cooling but advised there were other items that needed to be fixed in order for the system to work correctly. They submitted an authorization form to One Guard to replace the thermal expansion valve and the indoor coils. *** Refrigeration has not had any response to their subsequent calls and resubmissions for the needed repair approvals. My husband and I have called OG customer care line ***) several times in June and July with no resolution. Their reps state they have "sent emails to their approval *** and will call us within *** hours." No calls have ever been received. We had one email on June 15th from a *** stating "they have received the paperwork regarding service on your *** and the claim is in review. We will contact you shortly." I sent an email back to *** on 6/29/22 asking for the review status - have never heard back. On July 11th, a ***, service resolution specialist from Landmark Home Warranty (? not certain how they are connected w/One Guard) sent an email to *** Refrigeration stating they would create a secondary work order. There was no contact phone # on the email. *** Refrigeration has not heard anything further. On July 14th, I called One Guard's # *** and selected the option for 'renewing existing home policy' to see if I could get thru to anyone who might be able to assist. I spoke with *** Poa *** who stated, "yes, I have had calls like this before with the same *** issues." He said he would 'send an email to Tory who would get emails to the correct person to resolve the issue and would hear back in 24 hours.' I have never heard from anyone. Need someone at OG to review & approve for the needed repairs.

On 6/6/2022, I created a request with OneGuard about my A/C unit not turning on and distributing air flow throughout my home. They dispatched, *** who came out and tested the unit on 6/9/2022. The contractor recommended that the unit be replaced due to "not turning on, found open windings, and shorted out compressor." We called OneGuard to see what was the hold up for them getting back to us and they said they were waiting on the report from the contractor. They finally received the report and emailed back that the unit was hail damaged and was not normal wear and tear therefore they couldn't replace it. On 6/10/2022, we spoke with customer *** a few times about how they came to that conclusion. We even had a 3-way call with the manager from *** The manager stated that OneGuard, NOT Speedy, came to the conclusion that the unit was hail damaged. The manager at Speedy also said that the compressor which powers the entire unit did not have any hail damage. OneGuard is claiming the condenser has hail damage on some of the fins and as a result, the unit stopped working. Due to this conversation, the customer *** rep said that she would escalate it to upper management and to wait *** hours. During the wait time, I sent the email inquiring about how they came up with the hail damage conclusion. They had no answer other than the contractor said it was on the condenser fin even though there are no dings or dents on top of the unit. Speedy also DENIED saying that and said that info came from OneGuard. I called on 6/11/2022 to follow up that the situation had been escalated to upper management. They assured me that it had. On 6/12/2022, I got a second opinion from an outside contractor who concluded that it was normal wear and tear and the unit was past it's prime. On 6/13/2022, I called again and they told me to wait *** hours to hear from management. This entire time, my family has sat in 100+ degree heat suffering heat exhausion.

One Guard Home Warranties has failed to provide a competent appliance repair contractor to repair the household gas dryer. The contractor *** (claim number ***). Has been to the property address *** on 5 different occasions to diagnose and repair the dryer unit. The dryer does not remain on during the dryer cycle and shuts off after several minutes. *** customer *** has been inflexible with the service time frames needed for additional work needed to possibly repair the unit. The first repair visit the control board was replaced. The second trip the sensor was replaced. The third visit the motor was replaced. After all repairs were made to the unit the original problem remains. The last communication with *** was hostile and degrading by the customer scheduling department. This prompted me to look at the customer expectations in the One *** Home *** and to call their customer contact at ***. I originally spoke to *** (with Home Guard) regarding my concerns that I had taken 5 days away from work to meet the scheduling needs of the appliance repair contractor. She stated One Guard would be in contact with the vendor. I was then asked to schedule another visit for repair. I inquired if this was typical for a dryer repair and she stated it was not. *** then contacted me again and the representative was degrading and minimized the scenario stating they have other customers to attend to and could not provide a service window that would meet my needs for an earlier repair. I asked for a service window of 3-6:00 pm or to be the last call of the day. I was told a not could be put in for 2-6:00pm and I was told there could not be any guarantees. I then tried to contact *** regarding the issue and wasn't able to immediately reach her. Contact was made with Account Executive ***; he then forwarded my information to *** with HG (*** x3359) and the situation is unresolved.