ComplaintsforHomeGuard HomeWarranty of Arizonza Inc

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We live in ******* and it's been triple digits every day this week. We called Homeguard and they sent out a electrician on day 2. They never called us back with anything, electrician told us to call them. We had to wait until Thursday because it was too late. On Thursday, they wanted a second opinion by a different electrician. They told us they were dispatched, but no one came. We called the 2nd electrician and they never heard from homeguard. Went back and fourth until homeguard stated they would find a 3rd electrician. Called Thursday night and they didn't have one still. Called this morning and they don't have one. I asked to speak with a manager and was transferred to multiple people who weren't managers. They won't give us an estimate on the first electrician and seem to be prolonging getting a second one out here. We are at day 4, still no callback or manager. Our power is in and out and we have children and pets, home guard told us this is not an emergency. All they do is say they will call back and never do. We paid for 2 years of this service and only had one other incident, where we had a water issue. They sent out a young plumbing company that literally did nothing but tell us everything was fine. We haven't had a bath tub since our first month in this home, home guard refused to send out another plumbing service to help us. It looks as if they go for what benefits them and not the customers, they will lie and deceive you thinking you're okay. But everyday you don't call them is wasted because they do not call back. Today we finally spoke to a manager after 4 transfers, she said we could call unauthorized electricians and stated she would provide a list, which she didn't. So now we are going into next week with no hope. They are apparently still looking for that third electrician, but we already know nothing will happen unless we call later. We are more than likely going to try our insurance company now, which we were trying to avoid.

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This was a home warranty policy that I purchased for my client when she bought her home. When she tried to call for service she mentioned she had also a home warranty on her old house and carried it over to new one. Homeguard said she could not have duel policies that it was a conflict of interest. I intervened per her request and asked the company to show me where in the policy it states that. They could not find anything that stated that so they just said they don't allow. So I emailed the president, he spoke to their attorneys and the attorneys advised them a client could have duel policies. So his vp contacted me, advised me of this and said she would call my client. Apparently they have not connected yet and now my and I both get no response from anyone at Homeguard. The vp email does not work anymore, the screen is just blank and says untitled. I have used this company for decades and have never had a problem with them before. I don't know what is going on with them but they are just ghosting us. We just want them to fix what the warranty promises to do. I would appreciate your help in this matter. Thank you

• Initial Complaint

  02/06/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  They sell a policy yet have no contractors in my area, ********* ** and will not send contractors from farther away like Phoenix yet their coporate offices are in ***** **. They are unreachable to handle complaints. They expect the policy holder to find a contractor who must then get approval from the company to do the work. The contractors do not want to go thru the steps required. They want to come out, diagnose the problem and fix it.

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have a home warranty policy with Homeguard, which includes rekeying services upon moving into a new home. I contacted Homeguard in early January to open the claim for this service, and they referred me to their contracted vendor, *****************, and informed me that they coverage policy was for six locks and four copies of keys for each. The vendor came out to provide the services on Jan 10th, and despite numerous attempts to tell him that we were contracted out to him via our home warranty company and that he would need to bill them, he insisted that we needed to pay out of pocket. I contacted Homeguard on Jan 19th to start the reimbursement process, was told that they should have been billed instead of us paying out of pocket, and sent in the receipt. On Jan 24th, I was told that they would only be covering $165 of a $550 payment because he did allegedly did work that wasn't covered. It's ridiculous that the customer (me) is having to pay out of pocket for a mistake on Homeguard's part for not properly vetting and training their vendors, and on the part of the vendor for not properly following policy. Furthermore, on the cash-out document for the $165 reimbursement, they listed "out of network technician," which is a lie as they explicitly referred me to this company. The reimbursement amount should be $550-$70 deductible, for a total of $480, since it was vendor mismanagement on their part for not properly following policy and procedure.

  Business response

  02/02/2024

  To Whom It May ************************** work done on the home was not covered in the contract. The reimbursement was based on the rekey only. Please below wording form the contract as a reference:

  "11. RE-KEY (Coverage for Home Buyer ******************************* is available one-time per contract. Service includes the re-key of up
  to 6 (six) keyholes and 4 (four) copies of the new keys when re-keying or lock replacement is
  needed in response to deterioration, wear and tear, or an inherent defect in the lock and/or
  key being replaced.
  Not Covered: Sliding doors; garage door openers, replacement of deadbolts, k**** or
  associated hardware; broken or damaged locks in or on gate padlocks, windows, file cabinet,
  safe, desk or mailbox locks; or any other services provided by the locksmith.
  Note: You will be responsible for payment directly to the locksmith for any and all additional
  services. Coverage for Buyer only and is not available with Renewal, Sellers or Outside of
  Escrow contracts.
  Note: Service must be requested within 60 days of the policy start date."

   

  Customer response

  02/02/2024

  They shouldn't be referring vendors that don't know what's covered in the policy vs not. This is negligent vendor management, at the expense of the customer.

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Starting 7/9/23 called to request service on my ** unit that started to blow hot air. Left a message and the next day someone called back to advised that they will dispatch and have a company come out to take a look. The company came out on 7/14 and advised the unit needed to be replaced. I never heard anything from the company that day, so called and had to leave another message. Spoke with someone on 7/15 and was advised the company they had dispatched to my home didn't have the correct size ladder so they were searching for another company. Fast forward to 7/18 an appointment was made from 4-7pm to have another company come take a look at the unit because HomeGuard requires a 2nd opinion. At around 8:30 pm the tech calls and let's me know he is running late and that he could be there in about 10 minutes. I agree and as he arrives and I'm giving him directions to my unit, he ask if the ** unit is on the top of the buildings and I tell him yes and he proceeds to tell me that he doesn't have a ladder. I immediately contact HomeGuard and I get the message center who take over flow calls from HomeGuard. All they can do is leave a message and tell me that someone will reach out to me within 24 hours. I finally get a hold of a representative of HomeGuard. (I somehow reached her private line) and she advised me that she doesn't understand why the company didn't have a ladder when that was the specific reason they requested them to service my home. No one ever reaches out. I'm always the one to initiate the calls. I am in ******* where the temperature has been exceeding 111 almost on a daily. I have a one year old and the heat in unbearable. We wake up drenched and go to bed drenched. I have missed work and hours due to techs being scheduled but nothing getting done. I need help in getting this issue resolved. I have no extra money for hotel rooms and I have no family where I can go stay in the meantime. There is no urgency on HomeGuards part and that is unacceptable.

  Business response

  08/28/2023

  To Whom It May ************************ to our records the 2.5lb heat pump package was replaced. The claim has been resolved. Let us know if you need anything further.

  Customer response

  08/30/2023

  
  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 consider this complaint resolved.
  
  Regards,
  
  *********************************
  
   
  

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