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:09/13/2022

  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 reported an AC problem sometime in May and it took OneGuard more than 2.5 months to fix it. We were left without working AC for most of the summer. I had reported this issue to BBB but OneGuard didnt care about all this inconvenience and closed our BBB complaint. I am reporting another issue today. Due to AC not working properly, our energy bill shot to $425 and $617 during the time AC was not working well. Note that our summer energy bills have never gone beyond $250 before. I dont know what OneGuard sub-contractor did where our energy bill shot up exponentially despite AC not working. Pls help us and make OneGuard responsible for their inactions / inefficient ****** actions and make them pay the difference for these huge bills.

  

  Business Response

  Date: 09/18/2022

  
  September 18, 2022
  
  *************************
  Better Business Bureau
  
  RE: *********************************;OneGuard Plan No. 301013;BBB Case No. 18019307
  
  Dear ****************: 
  
  OneGuard Home Warranty (OG) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.
  
  We truly appreciate the valuable feedback from ********************************* and for allowing us the opportunity to assist with bringing the reimbursement request to a resolution. We hate to hear the interactions with us have been less than satisfactory. Section H-1.e of *********** Patnis OG plan provides that This contract does not cover:Secondary, consequential, or incidental damages resulting from the malfunction of any covered item such as but not limited to food spoilage, loss of income,utility bills, additional living expenses or the restoration or repair of walls, ceiling, flooring, cabinets, countertops or painting. Therefore, OG denies any further liability with respect to this matter.
  
  Thank you for your consideration.
  
  Sincerely,
  One Guard *****, LLC
  
  *****************************
  Claim Resolution Specialist          

• Initial Complaint

  Date:09/06/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been dealng with an AC unit that is not working. We had placed a service call last August 2021. They sent a company out to repair it. The company came out more than a dozen times to try and fix the unit. This required time off work to meet them. The last time they were out they charged us $480 to replace the freon. About 4 hours after they left it was gone. There was a leak they should have checked to begin with, since this would be a concern as to why it was not cooling. We also noticed they stole from us while we were inside. We contacted that company and surprisingly they brought back what they stole and returned it. After this mess I let One guard know that this comapny is not allowed on our property. They then sent a new company out to determine what the problem was and we then paid AC rescue $1840.70 to replace a condensor. I get my electric bill in the mail and $887 later I turn off the upstairs, all it was doing was staying on and I cant afford that. I asked them about the unit not cutting off and was told it can only cool 20 degrees cooler tan upstairs, it was 110 outside. so ok ****************************** will turn it off. Temp finally get below 100 here and I go upstairs to turn it back on and it wont go below 91. I call them back out but it is after my 30 days so a new request has to be sent for another $75. I then have a new company sent out Speedy and they were the ones who told me the install of previous parts were done incorrectly by the 2 previous companies. So now I am at a loss. One guard has not returned my calls or emails. I need to get this unit fixed now. I have been without AC upstairs all summer long. I am out of pocket $2320.70 plus service call fees of $75 and a monthly payment to them of $84.49. What we want at this point is our unit replaced like it needs to be and the $2320.70 credited to a new unit since that money did not fix anything.

  

  Business Response

  Date: 09/12/2022

  
  September 12, 2022
  
  *************************
  Better Business Bureau
  
  RE: ***** ***; OneGuard Plan No. ******; BBB Case No. 17923866
  
  Dear Mr. ******************************************* Home Warranty (OG) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.
  
  We truly appreciate the valuable feedback from ***** *** and allowing us the opportunity to assist with bringing the air conditioning service request to a resolution. We hate to hear the interactions with us have been less than satisfactory. OG records reflect on August 13, 2022, the air conditioning service request was dispatched to *********************** to diagnose any problems, and a recall service request was dispatched on September 09, 2022. A Support Specialist has been assigned to assist with facilitating a resolution and has been in close contact with Ms. **** If additional assistance is needed we highly recommend Ms. *** contacts her Support Specialist directly.
  
  Thank you for your consideration.
  
  Sincerely,
  One Guard *****, LLC
  
  *****************************
  Claim Resolution Specialist             
  

  Customer Answer

  Date: 09/12/2022

  
  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.
  

  Believe it or not a day after I contacted yall they actually contacted me for the first time since August when I first reached out. They had Speedy back out here today to address the problem and One Guard paid for the part that the original contractor improperly installed. So far so good. I hated to have to contact yall but appreciate all your hard work thank you from the bottom of my heart. 
  
  Regards,
  
  ***** New
  
   

  
  

• Initial Complaint

  Date:08/31/2022

  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 had been a loyal customer with OneGuard for over 7 years and have referred many of my friends and family to OneGuard over my time with them. One of my properties had an AC issue surface about a week ago, so I contacted OneGuard and they sent one of their so called "Contractors". Fast forward a week later after attempting to contact OneGuard and the Contractor on a daily basis for an “approval” they told me that the repair was not considered normal wear and tear and that I would be fully responsible for the cost of the AC repair. Keep in mind that the current temperature in Texas has been well over 105 degrees during this waiting period while a full family is living in these conditions. It took OneGuard an entire week for them to let me know that they were not going to cover any of the repair costs. Completely unacceptable!!! It should have never taken more than a day for them to have provided me this information. They strung me along by informing me to give them 24 to 48hrs for the approval each time I called. I have since sent a new AC company and they discovered that the capacitor had to be replaced. The new AC company replaced the capacitor that same day and the AC is now working again. I then gave OneGuard one more chance by providing them this information and they stated that there was nothing that they could do about my situation. The cost of repair was $382 and they would rather lose a customer than attempt to help make things right. This company is a total scam and they will look for ways to not cover your repairs. They graciously took my money for 7 years and when I finally needed them. They were non existent. I have since cancelled the service and now I'm being charged for the cancellation. I have contacted them and they have not responded and instead sent me to collections. I've also attached the bill from OnAir showing proof that the only issue with the AC was with the capacitor (which should have been under warranty).

  

  Business Response

  Date: 09/02/2022

  Good Day,

   

  Please see the attached correspondence.  Thank you, 

   

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

  Claims Resolution Specialist

  Customer Answer

  Date: 09/02/2022

  To whom it may concern:

  Although, I do appreciate the "cancellation administrative fee" being waived.  Your letter still did not address the fact that the diagnosis performed by American Home & Commercial Services LLC was incorrect.  I not only had OnAir check the hail damage, I also had my Allstate Insurance company inspect the Unit and they also confirmed that the AC unit was not damaged by hail.  The condenser (which was supposed to be covered under my contract) was an old piece of equipment that had to be replaced due to the extreme temperatures we endured during this summer.  If the AC unit (please see attached picture) would have been damaged by hail it would have multiple divots on the unit.  This had one large hole on the side of the unit (nowhere near the condenser) that was not caused by hail.  American Home & Commercial Services misdiagnosed the AC unit and was more concerned about selling me a full AC replacement instead of fixing the issue.   
  

  Also in regards to the $240.00 towards a hotel stay or up to $200.00 towards an alternate cooling unit.  That amount offered isn't even remotely close to accommodating a family of four for the time it took for Oneguard to address my concern.  This family (my tenants) endured over 100 degree temperatures for almost 2 weeks.  It took Oneguard almost 2 weeks for them to finally deny my claim.  A cooling unit is well over $200 and $240 for a hotel stay would have only been able to accommodate this family for a couple of days (not 2 weeks).
  

  Thanks,

  ****

  

  Business Response

  Date: 09/08/2022

  September 8, 2022
  ****** ****** ****** ******** ****** **** * ******** ****** ******** ** *****
  
  RE: **** ******) *****; OneGuard Plan No. *****6; BBB Case No* ********
  
  Dear Mr. ******:
  
  OneGuard is in receipt of your letter enclosing additional response from the plan holder.  Your letter has been forwarded to me for review and response.
  
  My previous correspondence dated September 2, 2022 accurately and correctly states the information in our possession.  OneGuard’s position does remain unchanged.  OneGuard relies on the diagnosis from our licensed technicians to determine the course of action for repair or replacement of a covered item.
  
  OneGaurd has previously offered to reimburse Mr. ***** up to $240.00 towards a hotel stay or up to $200.00 towards an alternate cooling unit.  Although not obligated to, in a final attempt to resolve this matter, OneGuard will reimburse up to $400.00 towards alternate cooling.  Mr. Muoz may submit the invoices related to the alternative cooling to [email protected] and once received, the reimbursement will be processed.
  
  
  Thank you for your consideration.
  
  Sincerely,
  
  OneGuard Texas LLC
  **** ********
  Claims Resolution Specialist 
  

  Customer Answer

  Date: 09/12/2022

  The reimbursement e-mail that was provided [email protected] is not a working e-mail. 

   

  This is the information I received from my e-mail provider:

  Failure Notice
  Yahoo Mail/Inbox
  
  *********************** ************************* *************************
  
  Mon, Sep 12 at 10:10 AM
  
  
  Sorry, we were unable to deliver your message to the following address.
  
  
  *************************************
  
  Unable to deliver message after multiple retries, giving up.

• Initial Complaint

  Date:08/30/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been without a functioning stove for over 2 months. The appliance company that One Guard contracted out to me ordered 2 separate parts. Unfortunately, the part the technician stated that I needed for my stove is not available due to the age of the stove. Their company recommended a replacement stove/cash out value. One guard did not listen to the recommendation and states they have found a part but it is backordered with no date of availability. Reminder, I have been without a functioning stove for over 2 months at this point. The customer ********************** oriented company stated that I would just have to wait until the part is available or take the cash option for the PART ( not the stove) the part is $33.00. They do not have an available date for the part so it could be weeks or months and Im just supposed to wait or take the $33.00 to go purchase a new stove. I have asked to speak with a supervisor on 5 instances over a 3 week period and they keep telling me I will get a call back with no luck. No one will answer and I am on hold every time for a minimum of 30 minutes. Ive been with one guard for 2 years and have spent over $1500 on the warranty. I just want to be able to use my stove. The customer ********************** is very poor and they are unresponsive.

  

  Business Response

  Date: 09/02/2022

  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.
  
  On July 4, 2022, a service request was placed for a range and ************************** was dispatched to diagnose any problems.  The records indicate that the service contractor was authorized to replace a faulty oven control board and a high limit thermostat.  The wiring harness is also in need of replacement and replacement parts have been ordered.  Unfortunately, the wiring harness is on back order from the manufacturer.  Section H-3j of the OneGuard plan provides that OneGuard is not liable for failure to provide timely service due to conditions beyond its control including, but not limited to, delays in obtaining parts or equipment and labor difficulties.  Once the replacement part has been received, the service contractor will contact ******************** to schedule an appointment to complete the covered repairs. 
  
  In the alternative, ******************** was offered the option of a cash reimbursement in the amount of $33.13 in lieu of the wiring harness replacement.  Section A-6 of the OneGuard plan provides that OneGuard reserves the right to offer cash in lieu of repair in the amount of OneGuards actual cost to repair any covered item.  The records indicate that a OneGuard Supervisor has contacted ******************** regarding this matter and advised of the options available.  ******************** has declined the cash reimbursement option for the wiring harness replacement. 
  
  In an attempt to amicably resolve this matter, although not obligated to do so, OneGuard has authorized the replacement of the range.  ******************** may contact OneGuard directly for any further assistance regarding this matter.
  
  Thank you for your consideration.
  
  Sincerely,
  OneGuard Home Warranty
  
  
  ********************;
  Claims Resolution Specialist 

  Customer Answer

  Date: 09/02/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:08/19/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We made a claim in June about an air conditioning problem. It's been a circus of incompetent service companies coming out. They think that a compressor is burned out on one unit and that another needs a coil. They were supposed to order parts about a week ago. We have not heard from them. I did file a review and someone reached out to me stating that they were going to make sure that everything went smoothly. They said that they were going to email me their number. This sounded great but it never happened. Right now it gets up to 96F during the day. We just want this fixed.

  

  Business Response

  Date: 08/25/2022

  August 25,2022
  
  
  *************************
  BBB of the Pacific Southwest
  1010 **************
  *******,**  85014
  
  
  RE: ***********************; OneGuard Plan No. ******; BBB Complaint Case No. 17741340
  
  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 providing the complaint from ************** regarding the service request for the air conditioning; we appreciate the opportunity to address the concerns.
  
  OneGuard records show that J & J Mechanical replaced the evaporator coil for the downstairs unit on 08/23/2022, they are scheduled to return on 08/26/2022 to install a condenser fan motor. After the service contractor installed a compressor for the upstairs system, OneGuard was informed of still experiencing an issue, the member was provided outside authorization to hire a licensed HVAC company to diagnose the failure.  They were informed that the condenser fan motor has failed and needs to be replaced.  J & J Mechanical has been updated and will re-evaluate the upstairs unit to confirm if there are any additional issues on their return appointment on 08/26/2022. 
  
  OneGuard is refunding the $69.00 trade service call fee back to the original form of payment, with completion in ***** business days. Mr. ****** banking institution can confirm receipt and advise when the funds will be applied.OneGuard does apologize for any inconvenience experienced during this time.   
  
  Thank you for your consideration.
  
  Sincerely,
  OneGuard *****,LLC

  Customer Answer

  Date: 08/26/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:08/16/2022

  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 been paying one guard for a couple years and needed work on an air conditioner the place one guard sent us that gentleman dropped the unit on a wire in our attic and shocked himself he told my husband what happened so we file another service with one guard they sent out an electrician and he saw the wire said it was a hot wire and sent his finding to one guard and told them the amount so one guard calls us back and said it was a strange situation and unfortunately we weren’t covered for that and it would have to come out of our pocket, it was the A/C people THEY sent to us and THEY were the ones who accidentally cut the wire…..how is any of this our fault or come out of our pockets that was the whole reason we pay for a home warranty

  

  Business Response

  Date: 08/22/2022

  
  
  

• Initial Complaint

  Date:08/15/2022

  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.

  The business provided protection for pre-existing conditions that were unknown to me for various systems and subsystems. In particular one component of my air conditioning system was not covered because the company claimed another component was a pre-existing condition effectively the interior system was dirty without my knowledge and was not listed in the inspection report though the company claims that because the exterior was dirty in the inspection report that it invalidates the entire claim and they will not cover the interior portion even though it was not known to be a bad quality in the inspection. The company has been nothing but unhelpful and refuses to work with me or allow me to speak with proper departments takes in a measurably long time to review each time that I call in or try to get assistance effectively making the entire process difficult intentionally in the hopes that someone will pretty much give up and accept that the company has just taken their money and moved on.

  

  Business Response

  Date: 08/19/2022

  August 19,2022
  
  *************************
  Better Business Bureau Service the Pacific Southwest
  1010 *****************
  *******,** 85014
  
  RE:         Jacob ***** ***********************, OneGuard Plan No. ******; 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 plan became effective on June 21,2022.  On June 23, 2022, a service request was placed for the air conditioning system and Aplus Air Experts, LLC was dispatched to diagnose any problems. It was reported to OneGuard that the malfunction was caused by lack of maintenance and was a preexisting condition which is not covered according to the provisions of Section G-1d.  Pictures were also provided to support the diagnosis.  OneGuard requested a copy of the home inspection report (Section F-1) for further review.  The home inspection report did document fin damage, unit not level, and condenser coil needed to be cleaned.  Therefore, the claim remained denied.  ************ may contact OneGuard directly at ************** should he require any further assistance regarding this matter.
  
  Thank you for your consideration.
  
  Sincerely,
  OneGuard Home Warranty
  
  
  ********************;
  Claims Resolution Specialist 
  1524 ************************************************************************************************************************************************;

• Initial Complaint

  Date:08/15/2022

  Type:Sales and Advertising 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 had a year long contract with OneGuard Home Warranty that started on August 11,2021 and ended on August 11,2022. During the course of this latest contract I was not satisfied with the services provided so I called to cancel my contract. OneGuard notified me that I would be charge an early termination fee if I canceled before the end of my contract so I told them to let my contract run out but please put a note that I would not be renewing my contract for a third year. Towards the end of my first contract I would get emails and letters letting me know that if I did not renew before my contract expired I would lose coverage. I had to go online onto a site and select the coverage I wanted to renew even if it would be the same exact coverage as the year prior. This year I did not receive one email or one letter asking me to renew. But on August 12,2022 I received a notification from my bank that OneGuard had made a charge to my account without my permission. I went onto the OneGuard website and saw that they had renewed my contract without my permission for another year. I called the same day and was on hold for 1 hour and ************************************************************************************************************************************* order to see if I would be able to get my money back and if I would be charged a early termination fee for a service I did not even want. I am now waiting for a 6am call back on August 15,2021 to talk to this retainment specialist.

  

  Business Response

  Date: 08/19/2022

  August 19,2022
  
  *************************
  Better Business Bureau Service the Pacific Southwest
  1010 *****************
  *******,** 85014
  
  RE:         *********************************************************************************************** Plan No. ******; 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 **************** was advised on August 15, 2022, by the Retention Specialist that the OneGuard home warranty plan was cancelled per request.  Therefore, it appears that this matter has been resolved and OneGuard will be closing its file.  OneGuard does apologize for Mr. ******* frustration regarding this matter.
  
  Thank you for your consideration.
  
  Sincerely,
  OneGuard Home Warranty
  
  
  ********************;
  Claims Resolution Specialist 
  1524 ***************************************** 51401 
  Fax:************ 
  Email: ********************** 
  

• Initial Complaint

  Date:08/11/2022

  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 Monday, 7/27/22, we notified OneGuard that a leak was coming from our wall and that it was most likely from the ** unit. It took until 8/5/22 for a ** technician from **************** to visit and supposedly repair the unit. He did not stay to ensure his repair worked and it didn't. We notified OneGuard on 8/6/22 and instead of having emergency service they scheduled a repair for 8/8/22. Leaving my family without ** for two more days. On 8/8/22 it was determined that the compressor/heat pump needed to be replaced. Today is 8/11/22 and OneGuard claims they don't have the parts to fix it and can't tell me when they will be able to fix the problem. Each time I call I'm told if I want to repair myself go ahead and do it and OneGuard will give me a credit. So, I called OneGuard's ** repair company, ****************, to find out if they could get the parts to complete the repair. I was assured the parts are available. I don't understand why OneGuard can't get the parts. On top of that, I've asked for portable ** in the interim and have been told the best OneGuard can do is give me a $200 credit total for the rental. The smallest portable ** units available are $300/week. Calling OneGuard's customer ********************** line is impossible. They have no way to escalate a call in real-time and I have asked to speak with a supervisor consistently every day for the past 4 days and haven't yet gotten a call back from anyone. I have never experienced such horrible customer ********************** from a company that is clearly not working in good faith to fulfill its commitments under the warranty agreement. I want my ** unit repaired today. OneGuard wants to give a lousy $2000 credit for repair job that will cost me $4000 to solve the problem myself. Why have a warranty company if when you need them they just abandon you? I'm sorry but OneGuard is not a reliable or ethical service company and should not be allowed to do business in AZ.

  

  Business Response

  Date: 08/16/2022

  August 16,2022
  
  *************************
  Better Business Bureau Service the Pacific Southwest
  1010 *****************
  *******,** 85014
  
  RE:         ***************************, OneGuard Home Warranty Plan No. ******; BBB Complaint No. 17704670
  
  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.
  
  On August 1, 2022, a service request was placed for a leak and M-R Plumbing, LLC was dispatched to diagnose any problems.  On August 3, 2022, it was reported that no plumbing leaks were found and the issue was with the air conditioning system.  ***************-HVAC was then dispatched to diagnose any problems with the air conditioning system.
  
  On August 5, 2022, ***************-HVAC reported that three pounds of refrigerant was added to the system at no additional cost to ******************.  On August 8, 2022, ***************-HVAC reported that multiple leaks were found on the condenser coil and OneGuard authorized the replacement of the heat pump condenser.  ****************** was responsible for the non-covered modifications.  Unfortunately, it appears that there was a delay in obtaining the replacement equipment as the equipment was not in stock in the ******* area.  In the alternative, OneGuard offered ****************** the option of a cash reimbursement in the amount of $1,477.00 to which ****************** accepted.  OneGuard also offered ****************** a $200 reimbursement towards the purchase of a non-covered portable air conditioning unit.  OneGuard does apologize for Ms. ******** frustration regarding this matter.
  
  Thank you for your consideration.
  
  Sincerely,
  OneGuard Home Warranty
  
  
  **** Nelson 
  Claims Resolution Specialist 
  1524 ************************************************************************************************************************************************;

• Initial Complaint

  Date:08/09/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I pay $64.99 a month for a home warranty. I used my warranty after my AC went out. The company they sent out opened a panel, closed the panel, then told me they would only service my AC if I paid them $250 to clean it first. My unit has been serviced every year and we've never been told it had to be cleaned before they'd provide service. I called One Guard and was told they have the right to request the cleaning first and they are releasing my $75 service fee to that company because they touched the unit. I was told I could pay to have another company clean it first, but will have to pay another $75 service fee for this company to service it once it's been cleaned. I hired an independent company and they not only fixed the unit, but told me it did not need to be cleaned that the dust was standard for my area. One Guard will not reimburse me for this service call or the initial service fee. They also will not let me cancel my policy. Each time I try to transfer to that department I'm either disconnected or told a representative will call me back. I've been trying to cancel for over a week and they are refusing to take my call.

  

  Business Response

  Date: 08/12/2022

  August 12,2022
  
  *************************
  Better Business Bureau Service the Pacific Southwest
  1010 *****************
  *******,** 85014
  
  RE:         *****************************, OneGuard Home Warranty Plan No. ******; BBB Complaint No. 17695798
  
  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.
  
  ********* HVAC & Plumbing was dispatched to diagnose any problems with the air conditioning system.  It was reported that due to lack of maintenance the unit needed to be cleaned.  OneGuard does not cover for lack of maintenance and/or routine maintenance.  However,in an attempt to amicably resolve this matter, although not obligated to do so,OneGuard will reimburse ************************** for the unauthorized repairs, and she can expect to receive a reimbursement check in the amount of $398.30 in approximately ***** business days.  Ms.Kirkpatricks OneGuard plan has also been cancelled per her request.  Therefore, OneGuard will be closing its file.  ************************** can contact OneGuard directly should she require any further assistance regarding this matter.
  
  Thank you for your consideration.
  
  Sincerely,
  OneGuard Home Warranty
  
  
  **** Nelson 
  Claims Resolution Specialist 
  1524 ************************************************************************************************************************************************;

  Customer Answer

  Date: 08/13/2022

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