ComplaintsforOneGuard Home Warranties

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 5th, we reported a problem to OneGuard that our Air conditioner was not cooling well, it was cooling at a 7, in a scale of 1 to 10.On June 5th, OneGuard sent America's Pride Cooling and Heating, the AC technician diagnosed that the unit needed refrigerant and proceeded to add refrigerant (Freon) to the unit and left. The unit improved cooling from level 7 to level 8, but we gave it a couple of days to see if it would improve and get to cool at level 10. It never improved. On June 14th, we called Oneguard again to report that the Air Conditioner unit had not improved and they rescheduled America's Pride Cooling and Heating to visit again. This time the AC technician and his partner came and reviewed the unit and reported that there was a leak and that the Indoor Case Coil needed to be replaced. We received an email from Oneguard where they stated that they will only cover one portion of the expense and that I needed to pay $3,450 out of pocket for modifications that are not covered. My concern here is that Oneguard is adding 8 line items that are supposedly required but are not covered. On June 25, I had a conversation from Oneguard authorization team and she agreed to send another AC company to get a second opinion, as of Jun/27th (noon AZ time) no other AC company has called to schedule the visit. My request is that Oneguard should repair my Air Conditioning unit and cover all the cost to have the unit work 100%. ****************

  

  Business response

  06/28/2024

  June 28, 2024
  

  *****************************
  Better Business Bureau Service *********************
  ********************************************************************************
  

  RE: ***************************; OneGuard Home Warranty Plan No.527850; BBB Complaint No.21912222             
  
  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.
  
  I have reviewed OneGuards records and found that America's Pride Cooling & Heating submitted the diagnosis to OneGuard advising that the indoor case coil was leaking and needed to be replaced. The contractor reported that in order to install the new indoor case coil access and modifications are necessary. Those non-covered charges consist of supply line modification ($550), secondary drain pan ($450), copper line modification ($350),drain line modification ($350), flue pipe ($350) , access ($350),  system flush ($105), and 7LBS 407C $135/lbs: ($945)Total Out Of Pocket Cost: $3450 Per his warranty plan section H2 a it advises that OneGuard is not responsible for providing access to covered items. Section F16 advises that the recharging of refrigerant is not covered. Section F1 advises that the condensate drain pan and flue are not covered. In addition, 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. It is found that the non-covered charges are accurate per the terms of the warranty plan.
  
  **************** has the option of paying the non-covered cost to move forward with the repair via the *** contractor or accepting the cash in lieu offer. He can contact OneGuard customer ********************** with his decision.
  

  
  Sincerely,
  Schawanna B.
  OneGuard Home Warranty

  Customer response

  06/28/2024

  On Tuesday Jun/25, I spoke with an authorizer at Oneguard and she agreed to send another Air Conditioner repair company to get a second opinion.

  1- I expect Oneguard to honor their promise to send another contractor for a second opinion at their expense.

  2- I am not certain that all the modifications the original Air conditioner repair company are really required. And the prices charging per item are extremely high. One guard should allow me to bring in an AC repair company of my trust to review what the repair company is claiming needs to be modified to replace the indoor case coil.

  3- Why did my air conditioning unit stopped working on Jun/14th (after the second visit) if it had been working (at a level 7 out of 10) before and at level 8 after they recharged the system with freon/refrigerant.  Looks like the repair company did something to the unit on the second visit and now it does not cool at all.

  Oneguard needs to honor their contract and repair the unit, these bogus modifications are part of the work to be done to disasemble the unit to replace the indoor case coil, and should be re-assembled back together to put back together the unit.

  Thanks

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

   

   

   

   

   

  

  Business response

  07/01/2024

  July 1, 2024
  
  *****************************
  Better Business Bureau Service the Pacific Southwest
  **********************
  *****************
  
  
  RE: ***************************; OneGuard Home Warranty Plan No.527850; BBB Complaint No.21912222             
  
  Dear *****************************:
  
  OneGuard will not cover the complete cost of the repair due to the warranty plan's exclusion of modifications and access. **************** is responsible for any charges not covered in the repair of the air conditioning system as outlined in the warranty plan. If **************** objects to the non-covered charges and refuses to pay, his sole option is to accept the cash offer instead.
  
  Sincerely,
  
  Schawanna B.
  
  OneGuard Home Warranty

• Initial Complaint

  06/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 6-30-2021 I had a brand new AC unit installed on my house. I utilized my home warranty company which is One Guard. On 6-15-24 my AC unit to my house stopped working. I called One Guard to do a service request and within 24 hrs I had a contractor at my house to inspect the unit. It was determined the blower on the unit stopped working and needed to be replaced. The contractor advised me he was unable to read the serial number on the unit due to sun damage. The contractor needed the serial number in order to replace the blower. I called One Guard to advise them when the unit was replaced in 2021 I never received any paperwork from the company who installed the unit. This replacement was set up by One Guard . They selected the contractor and handled everything. All I did was pay a deductible and the rest was covered by One Guard. I assumed One Guard would have everything on file for example the warranty that came with the new unit. They advised me they do not have any info in there system to include something as simple as serial number. Now Im getting the run around with One Guard telling me the unit has a warranty I need to go through the installer. Kinda hard to do without receiving any documentation on new unit. Its 110 degrees in Arizona and 95 degrees in the house. The contractor advised me they contacted One Guard to resolve the issue and One Guard claims the contractor never called them? Then all of a sudden One Guard said there trying to find installation info to get a serial number. One ********************** said they will let me know when they find the info needed to replace blower. So instead of replacing the part they are refusing cause its still under factory warranty which no one has any idea where that info is? Why do I pay 80 dollars a month for the warranty? Its not my fault they never kept the info when installed in 2021. So until One Guard gets there head out of the a$$ I sit in a house that is 95 degrees. Great costumer service for being a customer for 9yr

  

  Business response

  06/19/2024

  June 19, 2024
  
  ****************************;
  Your Better Business Bureau
  Conciliation & Engagement Department
  
  RE: ***********************; OneGuard Home Protection Plan No. 588503
  
  Dear *****************************:            
  
  Thank you for making us aware of Mr. ******** issue through the Better Business Bureau. We take customer satisfaction very seriously, and sincerely apologize if ****************** have not been entirely satisfied with our service.
  
  OneGuard apologizes for ****************** frustration regarding this matter. On June 18, 2024, OneGuard approved Nationwide Cooling and Heating to replace the warranty blower motor. Nationwide Cooling and Heating has ordered parts needed for the air conditioner unit repair. When parts are received Nationwide Cooling and Heating will contact ****************** to schedule an appointment.
  
  We take your concerns seriously and thank you for raising them to our attention. We value ****************** as a member and hope to provide them with a positive customer experience in the future.
  
  Sincerely,
  
  ****************         
  OneGuard Home Warranty

• Initial Complaint

  06/07/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  To whom it may concern, I have a contract with this company, they are not honoring the contract we have in place. I will be filing a small claims court against the fraud this company is participating in.

  

  Business response

  06/10/2024

  June 10, 2024
  
  
  *****************************
  BBB of the *****************
  **************************************************************************; 85014
  
  
  RE: ***************************************; OneGuard Plan No. 698471;BBB Complaint Case No. 21819353
  
  Dear ****************:
  
  OneGuard is in receipt of your letter advising of the above-referenced complaint. Your letter has been forwarded to me for review and response.
  
  Thank you for making us aware of ******************** issue through the Better Business Bureau. We take customer satisfaction very seriously and sincerely apologize ******************** has not been entirely satisfied with our service. OneGuard will require additional information from the plan holder regarding specific details of his complaint to address the matter. When received OneGuard will address the concerns and respond accordingly. OneGuard apologizes for any frustration experienced and is available to address additional coverage questions at Mr. ********* convenience.
  
  Thank you for your consideration.
  
  Sincerely,
  
  ******************
  OneGuard Arizona, LLC.            

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had a contract with One Guard home warranty company for 14 years. they have been putting patches on my 39 year old air conditioning for 14 years, rather than replacing it. It finally broke down last week and they say it can not be repaired BUT THEY REFUSE TO REPLACE IT. I want it replaced, plus money damages.

  

  Business response

  05/07/2024

  May 7, 2024
  
  
  
  
  *****************************
  Better Business Bureau Service the *****************
  *******************************************
  
  
  RE: *****************************; OneGuard Home Warranty Plan No. ****** ; BBB Complaint No. ********               
  
  Dear *****************************:
  
  Thank you for making us aware of *********************** 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 service request for the air conditioner was denied based on the failure not being normal wear and tear.   The technicians reported that the compressor capacitor had a melted terminal. The capacitor for the condenser fan motor was sitting at the bottom of the condenser. The ductwork and indoor coil require maintenance.  
  
  When the warranty makes coverage decisions,we take into account the overall ********************** history.  During the last pre-season tune-up of 2023, the technician observed the unit showed a lack of maintenance and recommended the member clean the outdoor coil.
  
  Section G.1., b, c. and d. of the contract agreement reads; Limitations of Liability, this contract does not cover; (b)Routine maintenance of appliances and equipment. The contract holder is responsible for the maintenance and cleaning of covered items as specified by the manufacturer.   (c) Failure of parts or components caused by the lack of manufacturer-recommended maintenance of this contract is not covered.(d) Breakdowns that are caused by any condition that is not considered to be normal wear-and-tear such as but not limited to misuse, abuse, or improper usage.  OneGuards decision remains unchanged.
  
  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,
  
  ******************
  
  OneGuard Home Warranty

  Customer response

  05/07/2024

  I have been a customer of One ********************** Home ****************** Company for 14 years, for 14 years they have been servicing my AC unit at ************************************************************* ***** ,as well as other appliances. In 14 years they only replaced one item, the washer, On 4/25/2024 they sent North Valley Mechanical to the property to repair a non functioning AC unit..  North Valley Mechanical concluded " due to the age of the system and the type of refrigerant that it uses, the system needs to be replaced". One Guard refused and said" they were in the business of repair not replacement." The system is from 1985, ************************************ dated 12/24/2023 and good until 12/23/2024 clearly states" One Guard will repair or replace contract holder's selected covered items". On 5/2/2024 I hired a 3rd party to examine the system and they concluded that the system needed to be replaced "due to the age of the unit". Since the tenants were already without air for over a week, I replaced the unit.  The cost was $12,659.81.  I expect One Guard to pay this and refund my $521.00 premium.

  

  Business response

  05/13/2024

  May 13, 2024
  
  
  
  
  *****************************
  Better Business Bureau Service the *****************
  *******************************************
  
  
  RE: *****************************; OneGuard Home Warranty Plan No. ****** ; BBB Complaint No. 21648741         
  
  Dear *****************************:
  
  
  After further review, it is found that OneGuard has previously and accurately advised ***************************** as it pertains to the air conditioner.  While the recommendation may have been to replace, the cause of failure was due to lack of maintenance,which is not normal wear and tear, therefore not covered under the Plan Agreement.
  
  Section G.1., b, c. and d. of the contract agreement reads; Limitations of Liability, this contract does not cover; (b)Routine maintenance of appliances and equipment. The contract holder is responsible for the maintenance and cleaning of covered items as specified by the manufacturer.   (c) Failure of parts or components caused by the lack of manufacturer-recommended maintenance of this contract is not covered. (d) Breakdowns that are caused by any condition that is not considered to be normal wear-and-tear such as but not limited to misuse, abuse, or improper usage. OneGuards decision remains unchanged.
  
  Although not obligated to do so, in an effort to amicably resolve this complaint, OneGuard will refund the service fee paid for the service request.  The plan holder can expect to receive a credit in the original form of payment within ***** business days. 
  
  
  Sincerely,
  
  ******************
  
  OneGuard Home Warranty

  Customer response

  05/17/2024

  One Guard continues to lie. They have maintained this 39 year old system twice a year for 14 years.d

  In March of 2023 they tuned it up and charged me an additional $290 to clean the coil,  In November of 2023 they tuned it up and concluded that " the system was operational". In April of 2024 they concluded that the system had to be replaced "due to it's age and refridgerant". The company that I was forced to call to replace unit also concluded that the system had to be replaced due to "normal wear and age".

   This rogue company needs someone to hold them responsible. I demand full reimbursement for the new unit and a refund of my 14 years worth of premiums.

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a home warranty with One Guard and filed a work order in August 2023, to fix my ice maker. They sent a contractor out to repair, however they couldnt repair due to parts. They subsequently came out six different times to repair and still it isnt fixed and the problem is worse. Now One Guard is telling me that they cannot repair due to my account expiration in Feb 2024. They did not fix during the six months my account was still active, and made the problem worse. Now they are washing their hands of this issue? Not right and not what I paid over $1400 a year for. I told them I would renew once my fridge was repaired. They called every day to try to get me to renew. My answer was always, once my fridge is fixed. Now they refuse to fix.

  

  Business response

  05/07/2024

  May 7, 2024
  
  
  
  
  *****************************
  Better Business Bureau Service the *****************
  ****************************************************************************
  
  
  RE: *************************; OneGuard Home Warranty Plan No. ****** ; BBB Complaint No. 21648626             
  
  Dear *****************************:
  
  Thank you for making us aware of ******************** 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.
  
  We apologize for the miscommunication and inconvenience you have experienced.  In this situation, and as a valued member of OneGuard, we placed a second opinion on the refrigerator on May 7,2024.  The contractor, AllStar Appliance Repair, will contact the plan holder directly to schedule an appointment to diagnose.  OneGuards coverage decisions are based on the diagnosis received from the assigned contractor and the terms of the plan. 
  
  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,
  
  ******************
  
  OneGuard Home Warranty

• Initial Complaint

  04/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called One Guard for a dishwasher service request earlier this month. By the end of that day, I was in bed, very sick. The next day my daughter came to check on me [I am 78 yrs old] and took me to the emergency room at ***********************, where I was admitted with RSV and the flu, and having breathing problems. I knew that the contractor to service my dishwasher had called and left a message for me to call him back, but I had not had a chance to do so before I was admitted to the hospital. The day I was discharged from the hospital, I was still sick and went immediately to bed. That afternoon the doorbell rang twice and I got out of bed to get it after the second ring. It was the service contractor for the dishwasher, telling me that I had an appointment with them for service. I told him that was not possible because I had just been discharged from the hospital, but he argued with me, telling me that they had spoken with me to make the appt. I finally told him I was not going to argue with him, that I was sick and needed to go back to bed. He didn't ask to come in and do the service, but I would not have invited him to do so because I needed to get back to bed [to get back on my oxygen]. My daughter came back to check on me that night and checked my voicemails, etc. She told me there were a few messages from the dishwasher service contracot and I told her what had happened. After I was better, I called One Guard to explain what had happened and told them my daughter had fixed the dishwasher and that I didn't need the service anymore and would like a refund of the $69 service fee. He told me he needed to speak to the contractor and then called me back and literally accused me of lying and that there was nothing he could do. I NEVER spoke with the dishwasher service contractor to set up any appointment, so they came to my home unauthorized. I want an apology for accusing me of lying and I want a refund of the $69.00.

  

  Business response

  04/29/2024

  April 29, 2024
  
  
  
  *****************************
  Better Business Bureau Serving the *****************
  *********************
  *****************
  
  RE:      ***************************************; OneGuard Plan No. ******; Your Complaint ID: ********
  
  Dear ****************:
  
  Thank you for making us aware of Ms. ************ 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 the customers complaint. A trade service call fee is rightfully due for each trade service request. As a courtesy,OneGuard agrees to refund one trade service call fee, in the amount of $69. ************************* will receive this refund in approximately fifteen to twenty days.
  
  Thank you for your consideration.  
  
  Sincerely,  
  
  OneGuard Home Warranties 

  Customer response

  04/29/2024

  
  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

  04/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 04/15/24 I submitted a weed treatment service. Company was assigned and was to contact me within 1-2 days. As of 04/19 @10am they had not. I called and requested new company be assigned, instead they called the company.On evening of 04/19/24 I received an email saying my service was scheduled for 04/20/24 between 12-5pm. I called OneGuard and requested the company be changed again or refund my money. I was told they could not do that because they followed procedures and called the company and the service was scheduled.It poured down rain all day on 04/20/24 and as of 5pm the company never showed up, never called or emailed, and I paid for a service I never received and OneGuard failed to properly resolve this as requested.

  

  Business response

  04/27/2024

  April 27, 2024
  
  *****************************
  Better Business Bureau
  
  RE: ***************************;OneGuard Plan No. 326735;BBB Case No. 21603527
  
  Dear ****************: 
  
  Thank you for making us aware of ******************* issue through the Better Business Bureau. We take customer satisfaction very seriously and sincerely apologize if ********************** has not been entirely satisfied with our service.
  
  I have reviewed the records for the ***************************************************** property address. OGs records reflect that on April 15, 2024, the Lawn Pre-emergent Weed Treatment service request was dispatched to ******************** to diagnose any problems. The technician reported the services were completed on March 22, 2024.Therefore, the $69 trade service call fee is valid, and OG does apologize for any frustrations and inconveniences ********************** may have experienced.
  
  Thank you for your consideration.
  
  Sincerely,
  
  One Guard Texas, LLC
  
  *****************************
  Claim Resolution Specialist             

  Customer response

  04/29/2024

  I called the home warranty company on 04/15/24 for the service. The company (*****s) was supposed to call within 1-2 days, they never did. I called the home warranty company to complain and request a new service company. ***** texted me on 04/19/24 at 2:21pm saying they would be out Saturday, 04/20/24 between 12:00pm and 5:00pm. They never showed or called. It was raining all day.

  i received another message saying they would be out Monday 04/22/24 between 12:00pm and 5:00pm. I was at home Monday afternoon waiting on them to show up between 22:00pm and 5:00pm. No one showed up.

   

  

  Business response

  05/09/2024

  May 9, 2024
  
  *****************************
  Better Business Bureau
  
  RE: ***************************;OneGuard Plan No. 326735;BBB Case No. 21603527
  
  Dear ****************: 
  
  Thank you for the additional feedback from *************************** about the Lawn Pre-emergent Weed Treatment service request. OG takes the satisfaction of its customers seriously, and we apologize that ********************** did not receive a positive customer ********************** experience. To amicably resolve this matter, OG agrees to refund the $100 trade service call fee ********************** rightfully paid for the Lawn Pre-emergent Weed Treatment. The $100 refund is being reversed back to the original payment source, and ********************** will receive the refund in approximately ***** business days. OG does apologize for any frustrations and inconveniences ********************** may have experienced.
  
  Thank you for your consideration.
  
  Sincerely,
  
  One Guard Texas, LLC
  
  *****************************
  Claim Resolution Specialist             

  Customer response

  05/14/2024

  
  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,
  
  *****************************
  
   
  

  Customer response

  05/14/2024

  
  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

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a service request on 1/31/24 regarding my dishwasher which would no longer turn on. It was sent to the company which I could not get a hold of and they did not call me to schedule. Then I hear from One Guard that the company has been trying to reach me when in fact they had not. I finally get a call from them and schedule an appointment for 2/26/24. The repair man figured it was the control panel and said he would order one and it would be a week or two and he would call to put the new one on. 3 weeks go by and I don't hear from him so I contact him and he says he can come out the next day...which leads me to believe he had the part and had just not called me to schedule. He comes out on 3/25/24 but had the wrong part so he told me he would get the correct part and call me. Another 3 weeks go by. I call him and text him for 4-5 days and no response. I called One Guard on 4/15/24 and the lady put me on hold and called the repair man who said he would call me that day. He did not call. I called and text the repair man on 4/16/24 and no response. I call One Guard again who tells me it will be escalated. That evening, I get an email saying they will send me a check for $500 and the brand used for the determination of that amount was a Frigidaire. I have a ******* dishwasher I paid almost $1000 for. I called One Guard and the lady told me the information they use to calculate that is internal and she cannot tell me how they got to the $500 value. The policy I have says dishwashers are covered up to $1000. It seems unfair they can pick a random model and a random reimbursement number and not fully explain how they got to that number. I will be shopping around for a new company as this company does not seem trustworthy when it comes to replacing an item. I would like for that $500 to be reevaluated so I can buy a similar dishwasher as all of my appliances are *******. On top of buying a new one, I'll have to pay $150-$200 for it to be installed.

  

  Business response

  04/23/2024

  April 23, 2024
  
  *****************************
  Your Better Business Bureau
  Concillation & Engagement Department
  
  RE: *******************************; OG Plan No. ******; BBB Case No. 21587414
  
  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.
  
  On 01/31/24, OG dispatched All American Appliance Repair to service ******************** dishwasher. On 02/12/24, OG was made aware All American Appliance Repair was unable to reach ******************** to schedule an appointment.
  
  On 02/28/24, OG was made aware a control and panel were needed for the dishwasher.
  
  On 03/13/24, All American Appliance Repair stated the parts were received call ******************** to schedule for the repair.
  
  On 04/16/24, ******************** stated she had not heard from All American Appliance Repair and multiple attempts were made. All American Appliance Repair stated the dishwasher needed replacing. ******************** received a cash in lieu at OGs cost in the amount of $500 and accepted the offered amount on 04/19/24. Section F.1 of the contract states
  OneGuard, at its sole discretion, will determine whether to repair or replace. OneGuard may offer You the option of accepting cash in lieu of repair or replacement services. This offered amount is based on the amount OneGuard would typically pay for parts and labor for covered items from its network of Service Contractors. Section B.1 states OG is not responsible for matching identical colors, brands, and dimensions, or any features that do not contribute to the primary function of the covered system or appliance. Therefore, OGs cash in lieu offered amount is correct.
  
  Sincerely,
  
  ******************
  OneGuard of Arizona
  

  Customer response

  04/23/2024

  The response basically repeated the information I provided.   They say they are not required to match the appliances the customer actually has.  So basically one guard can pick a random value to assign a customers appliance so if you purchase a warranty through this company, beware that they will assign a random value to your appliance thats much lower than the value and then will refuse to show you how they came to that value amount.  

  

  Business response

  04/27/2024

  April 27, 2024
  
  *****************************
  Your Better Business Bureau
  Concillation & Engagement Department
  
  RE: *******************************; OG Plan No. ******; BBB Case No. 21587414
  
  Dear *****************************:
  
  On 04/25/24, OGs fulfillment department was contacted and asked for clarification of the offered cash in lieu. On 04/26/24,OGs escalation department left a message and a direct number to call to address ******************** concerns.
  
  Sincerely,
  
  ******************
  OneGuard of Arizona
  

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After being with One Guard for many years I tried to cancel the policy and just not able to do it 1. No option to cancel Online 2, Called 5 times and still not able to do that This might be a trick they are doing. Why is it so difficult to cancel a home warranty policy

  

  Business response

  04/17/2024

  April 17, 2024,
  
  *****************************
  Your Better Business Bureau
  Concilation & Engagement Department
  
  RE: *******************; OG Plan No. ******; BBB Complaint Case No.21579791
  
  Dear *****************************:
  
  On 04/15/24, *********** requested to cancel his warranty with OneGuard. The option to cancel online is not available as it must be called in to cancel. As of 04/17/24, Mr. ***** contract has been cancelled with a back date of 04/15/24.
  
  ******************
  OneGuard

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pursuant to the contract, OneGuard was to provide a replacement a/c heat unit. During a call to have the unit serviced because there was no heat, it was discovered the heat pump wasn't installed. The request to have the issue resolved went unanswered by OneGuard (documentation attached). A second demand letter was issued by Castle Law Firm, which also went unanswered. At that same time, I was hospitalized for blood pressure over 200 with an artery blocked at 99% and had to choose which battles I could continue with. Until now, I have used space heaters for winter heat. I reached out to get a quote on a having the heat pump unit paid for and installed myself at which time it was suggested I file a complaint with the BBB. Per the attached pictures, you can see the quality of work OneGuard's contractor provided, so my preference would be to receive a cash payment so the heat pump could be installed correctly. As an aside, my walls in my home vibrate with the use of the unit installed. The *** determined it was installed correctly.

  

  Business response

  03/25/2024

  March 25, 2024
  
  *****************************
  Better Business Bureau Service the Pacific Southwest
  ********************************************************************
  
  RE:          *******************************, OneGuard Home Warranty Plan No. ******; BBB Complaint No. 2324638
  
  Dear *****************************:
  
  OneGuard Home Warranty is in receipt of your letter advising of the above referenced complaint.  Your letter has been forwarded to me for review and response.
  
  OneGuard has previously reviewed and reviewed Ms. ********** complaint.  ********************** wants OneGuard to take responsibility for her unit not having the auxiliary heat strips installed when the unit was installed in August of 2021. ********************** filed an *** complaint against Air Tech Plus, LLC in 2021,and the *** inspector found no issues with the installation.
  
  Section E-2 of the OneGuard plan provides that repair work is guaranteed for thirty (30) days.  It appears that ********************** did not notice the heat did not work until recently but has not had an active contract with OneGuard since October of 2021 and no longer has coverage.  However, in an attempt to amicably resolve this matter, although not obligated to do so, OneGuard has offered to reimburse ********************** the retail cost of $234.00 for the purchase of heat strips and ********************** has declined OneGuards offer. OneGuards position does remain unchanged and the $234.00 offer does remain available to **********************.  ********************* may contact OneGuard directly for any further assistance.
  
  With respect to Ms. ********** documents request, OneGuard will not release its confidential records without the receipt of a valid and enforceable subpoena from the court.  OneGuard does apologize for Ms. ********** frustration regarding this matter.
  
  Thank you for your consideration.
  
  Sincerely,
  OneGuard Home Warranty
  
  
  L. Nelson 
  Claims Resolution Specialist 

  Customer response

  04/16/2024

  
  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,
  
  *******************************
  
   
  

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