Complaints

This profile includes complaints for OneGuard Home Warranties's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  OneGuard Home Warranties

  20410 N 19th Ave Ste 200 Phoenix, AZ 85027-3598

  
• 

  OneGuard Home Warranties

  PO Box 43050 Phoenix, AZ 85080-3050

  
• 

  OneGuard Home Warranties

  20140 N 19th Avenue Suite 200 Phoenix, AZ 85027

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  One Guard Home warranty has failed to resolve a critical issue with my **** system over the past eight years. During this period, I have repeatedly contacted One Guard for assistance, which has resulted in multiple paid maintenance visits that did not address the root of the problem. Over the course of eight years, I have incurred significant costs related to **** repairs and maintenance, only to find that the issue remains unresolved. Each time I requested service, I was charged for maintenance visits that failed to fix the underlying problem. Despite my repeated efforts to escalate the issue to management, I was met with excuses, such as a lack of understanding of the issue and the blaming of third parties, rather than any tangible action to resolve the matter.The continuous failure to resolve the **** issue, coupled with the repeated charges for maintenance visits and insurance premiums, has created a financial burden for me as a homeowner. It has become apparent that One Guard Home warranty approach to handling this issue has resulted in what seems to be a predatory business practice. The company has failed to fulfill its responsibility to its customers, leaving me to bear the financial costs for problems that should have been resolved under the terms of the insurance policy. I am deeply concerned that this approach is not isolated to my case, and I am bringing this matter to the attention of the Better Business Bureau to highlight what I believe to be a pattern of behavior that takes advantage of customers.I am requesting that One ********************** Home ********************** be held accountable for its failure to resolve this issue and that an investigation be conducted into their business practices, particularly regarding the handling of ongoing issues with **** systems and the associated costs to homeowners.I would appreciate your assistance in addressing this complaint, as I believe that no customer should be subjected to such a prolonged and unresolved situation.

  

  Business Response

  Date: 03/07/2025

  March 7, 2025
  
  Rhianna Zastrow 
  Your Better Business Bureau
  Conciliation & Engagement Department
  
  RE: ***** *****; OneGuard Home Protection Plan No. ******; BBB 23008290
  
  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 Mr. ***** have not been entirely satisfied with our service.
  
  OneGuard apologizes for Mr. ****** frustration regarding this matter. On February 20, 2025, *************** and A/C advised OneGuard that the heating system control board would need to be replaced. OneGuard approved the control board replacement. The control board was replaced, and the heating system was heating.
  
  On March 1, 2025, Mr. ***** advised OneGuard that the heating system was not working again. OneGuard requested *************** and A/C to diagnose the issues with the heating system. On March ******, *************** and A/C reported that the condenser is not getting 24 volts,and the wiring will need to be repaired. OneGuard approved the wiring repair, and the system was operating properly. It appears this matter has been resolved in accordance with the terms of the warranty plan.
  
  OneGuard apologizes for any inconveniences that may have been experienced in regard to this complaint. We trust that this information will assist you in the closing of this complaint.Should the member have any further concerns, they may contact OneGuard directly.
  
  Sincerely,
  
  ****** *.
  OneGuard Home Warranty

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They have decided that my JennAire suite of appliances will look the same when they replace my JennAire refrigerator with a Frigidaire. Not going to happen!!!

  

  Business Response

  Date: 12/02/2024

  December 2, 2024
  
  ******* ******* ****** ******** ****** ******* *** ******* ********* **** * ******** ****** ******** ** *****
  
  RE:          ******* ******, OneGuard Home Warranty Plan No. ******; BBB Complaint No. ******** 
  
  Dear *** *******:
  
  OneGuard Home Warranty (“OneGuard”) is in receipt of your letter advising of the above referenced complaint.  Your letter has been forwarded to me for review and response.
  
  OneGuard authorized the replacement of the refrigerator and the replacement offered was based on the features of the old unit and not the brand.  OneGuard is responsible for installing equipment comparable in features, capacity, and efficiency; OneGuard is not responsible for matching brands and dimensions (Section A.4).  Mr. ****** was offered the option of a cash reimbursement or a Lowe’s store card in the amount of $1,123.00 in lieu of the refrigerator replacement.  Mr. ****** may contact OneGuard directly at 844-482-7316 or 623-312-2875 should any further assistance be needed.
  
  Thank you for your consideration.
  
  Sincerely,
  OneGuard Home Warranty
  
  
  Lori N. 
  Claims Resolution Specialist 

  Customer Answer

  Date: 12/02/2024

  as has been the case in the past, in deed OneGuard has replaced a microwave and a dishwasher with JennAire product, that’s over a 10 year period.  Now they pull this.  As I told them we have a suite of appliances, frig, micro, dishwasher and oven all JennAire.  There will not be a frigidaire replacement.   We will be filling in Harris County small claims court in the next week.  

  

  Business Response

  Date: 12/03/2024

  December 3, 2024
  ******* ******* ****** ******** ****** ******* *** ******* ********* **** * ******** ****** ******** ** *****
  
  RE:          ******* ******* OneGuard Home Warranty Plan No. ******; BBB Complaint No. ********
  
  Dear *** ********
  
  OneGuard Home Warranty (“OneGuard”) is in receipt of your letter enclosing additional correspondence from Mr. ******.
  
  OneGuard does apologize for Mr. ******’s frustration regarding this matter.  However, per OneGuard’s previous correspondence dated December 3, 2024, OneGuard is not responsible for matching brands (Section A.4).  OneGuard’s position does remain unchanged. Mr. ****** may contact OneGuard directly at 844-482-7316 or 623-312-2875 should any further assistance be needed.
  
  Thank you for your consideration.
  
  Sincerely,
  OneGuard Home Warranty
  
  
  Lori N. 
  Claims Resolution Specialist 

  Customer Answer

  Date: 12/07/2024

  one guard, in this case, has established both  precedence and expectation of coverage as in 2 previous occurrences they have in fact replaced this customer’s microwave and a dishwasher with in exact brand replacements. Both Jenn Aire matching all other appliances in customer’s suite. What is expected is that they (oneguard) provide coverage equal to that previously provided as no notification of a change in said coverage has been provided or documented.  

• Initial Complaint

  Date:10/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used One Gaurd Home Warranty for about 10 years and noticed a decline in there coverages so I decided to quit paying them for their services back in August of 2024. I never signed a contract with them and they continued to contact me on the phone demanding payments I told them there services were not required any more. Now I have a collection company coming after me for money they say I owe. I don't believe One Gaurd should be able to do this to me since I never signed a contract with them. Thanks for your help with the matter.

  

  Business Response

  Date: 10/23/2024

  October 23, 2024
  
  ******** ******
  Better Business Bureau
  ******************************************
  
  RE:****** ****; OneGuard Plan No. ******; BBB Case No. 22461436
  
  Dear Mr. ************************************* is in receipt of your letter advising of the above referenced complaint.  Your letter has been forwarded to me for review and response.
  
  I have reviewed OneGuards records regarding this matter and find the renewal plan went into effect on April 19, 2024. Please be advised that Section C.1 of the agreement plan states, If contract holders selects the monthly payment option and OneGuard elects to renew the contract, the contract will automatically be renewed for an annual coverage period unless contract holder notifies OneGuard in writing 30 days prior to the expiration of the contract. Therefore, the agreement was renewed automatically according to the terms of the plan.
  
  Furthermore,following the renewal of the plan, Mr. **** placed a new service request for the air conditioning system on April 20, 2024. OneGuard authorized for the air conditioning systems compressor to be replaced.  Mr. **** agreed to pay the noncovered costs associated with the repair and the compressor was installed on May 9, 2024.   
  
  OneGuard has no record of Mr. **** advising us of his intention to cancel the plan agreement.  On August 28, 2024, the plan was cancelled due to four months of nonpayment of agreement plan costs.  There is a past due balance on the account in the amount of $262.33 for agreement plan costs that is rightfully due.  
  
  Thank you for your consideration.
  
  Sincerely,
  
  OneGuard Arizona LLC
  
  **** *.
  Claims Resolution Specialist 

• Initial Complaint

  Date:10/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have paid for a home warranty with Home Guard for several years. Our first claim is for a water heater. On September 21, Home Guard said it was ordered and it would take 3-4 business days to arrive. On September 27, they said there was a glitch and it had not been ordered, but it was now ordered on the 27th. On October 4 it still had not been delivered. They said it was on order and 3-4 business days. Another week has gone by and on October 11, same speech. Every time I call, i get the call center and the person has a "word track" that provides no help and they refuse to put me in touch with anyone who can answer questions. It has been 3 full weeks since they first promised the water heater. They refuse to explain why it has not been delivered. Even their own contractor has run into a brick wall trying to get answers.I would like assistance in getting Home Guard to deliver the water heater that they claim they ordered 3 weeks ago.

  

  Business Response

  Date: 10/18/2024

  October 18, 2024
  
  ******** Garcia 
  Your Better Business Bureau
  Conciliation & Engagement Department
  
  RE: ******** *******; OneGuard Home Protection Plan No. ******; BBB 22412968
  
  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 Mr. ******* have not been entirely satisfied with our service.
  
  OneGuard apologizes for Mr. ******* frustration regarding this matter. On October 17, 2024, OG contacted the supplier with regards to the water heater order. OG was advised that the water heater was delivered on October 4, 2024,however, the equipment was refused, and the order was returned to the supplier.OG has reordered the water heater, and the estimated arrival date is two business days. This replacement is in progress.
  
  OneGuard apologizes for any inconveniences that may have been experienced in regard to this complaint. We trust that this information will assist you in the closing of this complaint.Should the member have any further concerns, they may contact OneGuard directly.
  
  Sincerely,
  
  ****** *.
  OneGuard Home Warranty

• Initial Complaint

  Date:10/11/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a home warranty and my washer has been fixed for the same issue now three times. The washer still does the exact same thing after repair and should have been replaced. I purchased a washer. This last time they came out they would not do anything since I purchased a new one. I have a daughter that needs her bedding cleaned every other day and they were dragging there feet to accommodate me the customer and I am not happy.

  

  Business Response

  Date: 10/16/2024

  October 16, 2024
  
  ******** Garcia 
  Your Better Business Bureau
  Conciliation & Engagement Department
  
  RE: ***** ******; OneGuard Home Protection Plan No. ******; BBB 22412601
  
  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 Mr. ****** have not been entirely satisfied with our service.
  
  OneGuard apologizes for Mr. ******* frustration regarding this matter. On August 28, 2024, ********************** reported to OG the washer checked out okay, no issues reported. On September 6, 2024, OG second opinion company Care Appliance Repair reported to OG that the washer was not installed when the technician arrived at the home. Care Appliance Repair was unable to diagnose the washer. Therefore,OG was not able to authorize any repairs and/or replacements.
  
  If Mr. ****** is still having issues with the washer, he may reinstall the washer and contact OG to for a service request for the washer to be diagnosed. There is no further action OG can take at this time.
  
  OneGuard apologizes for any inconveniences that may have been experienced in regard to this complaint. We trust that this information will assist you in the closing of this complaint.Should the member have any further concerns, they may contact OneGuard directly.
  
  Sincerely,
  
  ****** *.
  OneGuard Home Warranty
  

• Initial Complaint

  Date:10/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 9, my AC unit stopped working and I placed a call to OneGuard Home Warranties. The technician came out and diagnosed the air handler as a full failure and recommended replacement. OneGuard agreed to replace one half of the unit, the air handler, in the amount of $1100. However, the company want me to pay over $3300 in out of pocket costs, much of which was to retrofit my old condenser to accommodate the new air handler. After several attempts to work with their team, and hours on the phone getting the 'run-around' having to restate my issue and willingness to work with them. They eventually ceased all communication. The only means to contact OneGuard is the call center number and they will not provide any alternative contact information despite my pleas to allow me the opportunity for me to speak to someone to find sensible resolution to my claim.Understand, I am willing to pay out of pocket for items not covered by the policy, however to pay 3x the coverage to retrofit a 28-year old condenser unit (that is likely to go at any time) to accommodate a new air handler makes no sense and am seeking a sensible resolution.

  

  Business Response

  Date: 10/12/2024

  October 12, 2024
  
  Jiovanni Garcia 
  Your Better Business Bureau
  Conciliation & Engagement Department
  
  RE: Robert Ufer; OneGuard Home Protection Plan No. 318227; BBB 22392234
  
  Dear Jiovanni Garcia:            
  
  Thank you for making us aware of Mr. Ufer’s issue through the Better Business Bureau. We take customer satisfaction very seriously, and sincerely apologize if Mr. Ufer have not been entirely satisfied with our service.
  
  OneGuard apologizes for Mr. Ufer’s frustration regarding this matter. On September 11, 2024, Nationwide Cooling and Heating reported to OG that the air conditioner unit evaporator coil is leaking, and the air handler will need to be replaced. OG approved the coverage for replacement of the air handler unit and the member has non-covered cost. The outdoor system has not failed and has no failure, section A.1.b states OG will repair or replace selected covered items so long as they become inoperative from normal wear-and-tear. In addition, per section A.4, determination of whether to repair or replace will be at the sole discretion of OG.
  
  OG has advised Mr. Ufer the available options, he may accept the non-covered cost of $3355 for replacement of evaporator coil, or upgrade the system and pay NCC for replacement of the condensing unit minus $1105 for refrigerant since the unit would come pre-charged, or accept OG’s cash in lieu cost of $1,099.26 for replacement of the evaporator coil. OG awaits Mr. Ufer’s decision to move forward.
  
  OneGuard apologizes for any inconveniences that may have been experienced in regard to this complaint. We trust that this information will assist you in the closing of this complaint. Should the member have any further concerns, they may contact OneGuard directly.
  
  Sincerely,
  
  Ashley W.
  OneGuard Home Warranty

• Initial Complaint

  Date:09/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  One Guard Home Warranties is the worst. The repair people they send never have any parts and it always takes weeks to resolve any issue you have.The latest occurred on September 7, 2024 when my water heater went out. One Guard Home Warranty assigned IKMAR plumbing to resolve the issue. I would later find out ************** has an "F" rating with the Better Business Bureau. I really thought One Guard Home Warranty would vet the people they choose to represent them and perform the services in your home. It took IKMAR Plumbing until September 11th to come out and take a look at the problem. Then, of course, they could not resolve the problem and stated they needed to order a part. They ordered the part and came out and changed the part on September 18th, 2024. This did not fix the issue. Called them back and they advised they would be back on September 20th. They did not show up on the 20th nor did they call or in any way contact me that they were not coming. Additionally they would not answer phone calls to them. Weeks and still no hot water.I called One Guard Home Warranty for assistance and was kept on the line extensively while One Guard Home Warranty tried to call IKMAR Plumbing. The Home Warranty employee kept me on the line and then advised her shift was ending asked if I could call back so the next shift person could assist me. This is the kind of service you can expect from One Guard Home Warranty

  

  Business Response

  Date: 09/23/2024

  September 23, 2024
  
  ******** ******
  Better Business Bureau Service the Pacific Southwest
  ********************************************************************************
  
  RE:          ****** & ******* *******, OneGuard Home Warranty Plan No. 325773
  BBB Complaint No. ********
  
  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.
  
  The records indicate that OneGuard has dispatched a different company and Call Us Plumbing has scheduled an appointment for today, September 23, 2024, to diagnose any further problems with the water heater.  ****** and ******* ******* may contact OneGuard directly should any further assistance be needed.  OneGuard does apologize for ****** and ******* ******* frustration regarding this matter.
  
  Thank you for your consideration.
  
  Sincerely,
  OneGuard Home Warranty
  
  
  **** *. 
  Claims Resolution Specialist 

• Initial Complaint

  Date:09/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought our home in February of 2021 and have had One Guard Home Warranty since the beginning. By the first summer in our house it didn't take long to notice the **** system wasn't operating properly, which we couldn't have known when we purchased in February because the weather was still very cool. During the summer our thermostat could be set to 80 degress and the system would never catch up and run constantly. The same issue has happened every summer that has followed in this house. The first time One Guard sent a company to our property for this issue was 7/9/2021 for which there is a $75 fee. They said the issue was that the unit wasn't sealed and one guard didn't cover that, so we paid $259 to seal it. The issue persisted, but we couldn't afford any more repairs at the time. The following year we paid another $75 for a tech to revisit for the same issue on 3/25/2022. This time the tech said the pressure switch was unplugged and he noticed high Amp draws on the compressor so he recommended a compressor saver. One Guard also didn't cover this so we paid $359 for this repair. July of 2022 we paid $75 more dollars for another tech for the same issue and we were told we need to replace the run cap, which One Guard didn't cover, so we paid $325 for this. The summer of 2023 we didn't call for service on our AC unit though the issue remained. Summer of 2024 we now have a newborn in the house so we called again. On 8/2/2024 we paid $75 again for a new tech for the same issue and were told for the first time that our AC unit is too small for our square footage and were quoted $5500-5700 for a new unit. I called One Guard today to inquire about getting a second opinion before we spend that much money on a new unit and not only would they not get a second opinion they said from today forward my AC unit is no longer covered by One Guard as it is 'too small'. We have paid $54 a month to One Guard for years and they have never helped us.

  

  Business Response

  Date: 09/17/2024

  September 17, 2024
  
  
  
  ******** ******
  Better Business Bureau Serving the *****************
  ********************************************************************************
  
  RE:      Khayle White; OneGuard Plan No. ******; Your Complaint ID: ********
  
  Dear Mr. ******************** you for making us aware of Khayle Whites 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. ********* reported to ********************** that the air conditioning system was functioning properly with no mechanical issues. The company further reported that the system is undersized for the square footage of the home. Section G.1.d (2) of the warranty plan states that breakdowns that are caused by any condition that is not considered to be normal wear and tear are not covered, including lack of capacity or insufficient or undersized systems or components. Therefore, OneGuard was not able to authorize any repairs.
  
  OneGuards records indicate that you have elected to cancel the warranty plan. Therefore, OneGuard is not able to dispatch any additional service requests. Based on the terms of the warranty plan and the diagnosis provided by Kappa-Air, coverage of the air conditioning system was denied.
  
  Thank you for your consideration.  
  
  Sincerely,  
  
  *** *.
  OneGuard Home Warranties 

• Initial Complaint

  Date:09/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My tenant told me the (13 year old) water heater is leaking on Mon (09/02), I called OneGuard. The 1st contractor assigned was no show so it was re-assigned to Stellar Home Services on 09/03. A tech (*******) went to my rental property and told me over the phone that the water heater has to be replaced, itll be covered by my warranty and they are going to come the next day (09/04) to install the new water heater. He didnt mention anything about high water pressure during the whole conversation. To confirm the installation next day, i called ****, the owner of Stellar Home Warranty. I was shocked to learn that they were not going to come to install the water heater because OneGuard had denied the coverage due to high water pressure. I called OneGuard on 09/04 and asked the representative what is the reason to deny the coverage for water heater. I was told that the denial was based on the diagnosis given by Stellar tech ******* who said the leaking of the (13 year old) water heater is due to high water pressure, not normal wear and tear. I called ****/******* immediately and ask him what is the evidence they have to claim that the 13 year old water heater leak is caused by high water pressure and therefore not normal wear and tear. He insisted that they (*******/Stellar) never told OneGuard that the leak of the water heater is caused by high water pressure. I then called OneGuard again and told the representative that ******* denied reporting to OneGuard that the leak of water heater was caused by high water pressure. The representative insisted that Stellar did make such diagnosis but unable to have a 3 way conference call with ****. The water is still leaking from the water heater 60 hours after I had filed a claim. My request to get a copy of Stellars diagnostic report was rejected by both OneGuard and Stellar. Now I have no choice but to pay a plumber to replace the water heater despite Ive been paying > 3 years for water heater coverage to OneGuard!

  

  Business Response

  Date: 09/06/2024

  September 6, 2024
  
  
  
  *****************************
  Better Business Bureau Serving the Pacific Southwest
  ********************************************************************************
  
  RE:      *************************; OneGuard Plan No. ******; Your Complaint ID: ********
  
  Dear ****************:
  
  Thank you for making us aware of the members issue through the Better Business Bureau. We take customer satisfaction very seriously, and sincerely apologize if the member has not been entirely satisfied with our service.
  
  I have reviewed OneGuards records with regard to ********************** complaint. Stellar Home Services reported to OneGuard that the failure of the water heater was caused by high water pressure, as a pressure regulator is not present in the home. Section F.4 of the warranty plan provides that failures caused by high or low water pressure are not covered. Section H.1.d.4 of the warranty plan states that the contract does not cover breakdowns caused by missing parts, components, or equipment. Therefore, coverage to repair the water heater was denied. If ************************* disputes the diagnosis provided by Stellar Home Services,OneGuard offers to dispatch another company to diagnose the issue and provide another opinion. Section D.2 of the warranty plan provides that OneGuard will not reimburse the contract holder for service performed by the contract holders own contractor without prior authorization. Therefore,OneGuard is not liable for repairs completed without prior authorization.
  
  Thank you for your consideration.  
  
  Sincerely,  
  
  **********
  OneGuard Home Warranties 

   

• Initial Complaint

  Date:08/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint is to get the money I spent to repair my house air conditioning system. I had a contract with oneGuard home warranty and when I needed their services they didnt provide me with any. I submitted an online request for ** repair and their contractor came to my house on Tuesday 08/20/2024. He checked the ** system and reported that the capacitor was not working and it was the wrong size. Therefore, oneGuard told the technician that if he repaired the unit I should have to pay for it. Although, I told them that this capacitor was installed on 09/21/2021 by one of OneGuard home warranties other contractors. Then I was told that this issue will be addressed by their contractor relations team and it would take ***** hours to get a response back. I have contacted them every day since the temperature was above 100 degree, but didnt hear anything back. However, finally I decided to call someone else and fixed my ** which cost me about $622.25. Furthermore, when I called them back I was told that they couldnt refund my $622.25 for ** repair and y $75 for the service charge.Therefore, I am requesting your assistance to get my money refunded Thanks

  

  Business Response

  Date: 08/29/2024

  August 29, 2024
  
  *****************************
  Better Business Bureau Service the *****************
  **********************************************************************************
  
  
  RE: ***************************; OneGuard Home Warranty Plan No.802664; BBB Complaint No. 22196516            
  
  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 AHSs records and that that on 08/17, the member submitted a service request, and On Point Contracting scheduled the member for diagnosis on 08/20. The technician found that the capacitor installed previously was the wrong size, and the claim was denied due to improper installation.
  
  On 08/28, the contractor relations department became aware of the situation and arranged for a second opinion from J&J Mechanical, the contractor who installed the capacitor in 2021.
  
  At this time, due to the member going outside the contract and not allowing OneGuard to rectify the situation by having the original contractor return to the home, OneGuard will not reimburse the full amount. As a courtesy, OneGuard will however reimburse the cost of $355, as that is what it would cost OneGuard to have J&J Mechanical do the repair.
  
  The cash out request has been processed and the member will receive the check via mail.
  
  Sincerely,
  Schawanna B.
  OneGuard Home Warranty

  Customer Answer

  Date: 08/30/2024

  Greetings, I appreciate the offer but I rejected because I believe that the contractor relations department was already aware of this situation. The reason I said that because the customer ********************** people I talked to for several days told me email was sent out to them and they should respond back within 24 to 48 hours. However, unfortunately they didnt respond back and I was calling them every day to see if there was any progress or response from them. I personally think that my phone conversation should be checked out to verify what I have said. Additionally, I didnt go out of my contract by choice I was forced to find someone to fix my AC because the weather was too hot and my family members were struggling tremendously. Therefore, I am asking for a full refund for my cost plus the cost for the service which was $75 .

   Thanks

  

  Business Response

  Date: 09/05/2024

  September 5, 2024
  
  *****************************
  Better Business Bureau Service the *****************
  **********************************************************************************
  
  
  RE: ***************************; OneGuard Home Warranty Plan No.802664; BBB Complaint No. 22196516            
  
  Dear *****************************:
  
  OneGuards decision regarding this matter remains unchanged. OneGuard will not reimburse the full amount as repairs were made outside the warranty plan without prior approval. As a courtesy, OneGuard has provided a reimbursement of $355 for the repairs, as that is what it would cost OneGuard to have J&J Mechanical do the repair.
  
  Section E1 of the warranty plan advises that For each separate trade item, contract holder is responsible to pay a ***** service fee. The service fee will be due and payable to OneGuard at the time of scheduled service. ******************** placed a service request and service was rendered by the contractor, therefore based on the terms of the warranty plan,the service fee is rightfully due.
  
  
  Sincerely,
  Schawanna B.
  OneGuard Home Warranty