Complaints

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:04/27/2023

  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.

  Claim # ****** Context: Recent home purchase receiving keys of the property on Apr 3rd 2023. HomeGuard was purchased for the property from previous homeowner.Home Inspection Report on Water Heater Below:Repair: The water heater was older than its expected service life. It can cause water damage to the structure or personal belongings when it fails. We recommend replacing this water heater before it fails as a preventive measure.At no point in ********** Inspection of the house did he say the unit was failing and needed to be replace. ***** from ******** Inspection had verbally stated that everything was advisory in his inspection. The Water Heater was fully operational from Apr 3rd -22nd.Apr 23rd 2023: Water Heater starts to leak preventing any use of hot water to be non-existent.Apr 25th 2023: Water Heater Expert sent out to view damages. Reports were sent back to HomeGuard.Apr 26th 2023: HomeGuard requested for Home inspection and home inspection is provided at 10:02 am by email. Confirmation is received at 11:01 am and within 15 minutes. A verbal decision to deny the claim: on the basis that the unit was not working and failing due to the rust present. HomeGuard did not email any finding or decision through email.The inspection did not annotate the water heater being rusted. The Water Heater Experts saw the damages post 48 hours of a water leak. Of course, rust will be present. The **** wasn't even at the location of the ***** The rust in the report sent back was at the valve. The leak was in the metal hose going into the water heater.I've read other people's compliants. I don't expect a resolution. Expect a lost customer and the spread-word to not deal with HomeGuard Home Warranty. Good luck running a business when you start losing customers. All it takes is one person to turn into thousands and hundreds of thousands.

  

  Business Response

  Date: 04/28/2023

  To Whom It May ******************* contract does not cover items which were not in good working order at the start of coverage. Please see below contract wording:

  We will provide service for covered systems and appliances which malfunction during the term
  of the Plan that:
  Are installed for diagnosis and located within the interior of the main foundation of the home
  and garage (inside the load bearing walls of the structure). Systems or appliances located
  on the exterior or outside of the home (including porch, patio, etc.) are not covered unless
  otherwise noted in the contract.
  Are in good, safe working order at the start of coverage and were correctly installed.
  Have become inoperable due to normal wear and tear and use, rust/corrosion, and chemical
  or sediment build-up during the term of the contract.
  Pre-existing conditions are not covered.
  If not stated under covered it is excluded from our contract."

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 19986052
  
  I am rejecting this response because: 

  There's no point to arguing this. For the record, it cost 85$ for a technician to tell me it's broken.
  
  After 70$ at ********** and two hose to include the rusted valve. The water heater works, and the leak is fixed, and I no longer need your services. Do better, and be better as a company.

  Sincerely,
  
  *****************

  

  Business Response

  Date: 05/03/2023

  To Whom It May ******************** you for your response. We consider this complaint closed.

• Initial Complaint

  Date:04/27/2023

  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.

  This email was sent to the Assistant Vice President of the company:To: Assistant **************************************** and **************** Manager *******************,My name is *****************************, I just retired from the ********** ***************** after 30 years of service. My wife and I sold our residence in **********, ********** and made the decision to purchase a home in the **************, **********.We have been living at ***************************************************************. ***** for the last two months. During the purchase of our home we were advised to purchased a home warranty by our real state agent to diminish any unexpected repairs during the first year. ************************ was suggested. We purchased the policy out of the ******** **. office on 01/23/2023. Policy number HWCA202792. We purchased the Advantage Plan Single Family Home with A/C Plan Plus which covers our plumbing system and stoppages. No other specifics were mentioned in the contract.Your web sites states the following, "Diminish the joy of buying or owning a home like unexpected repairs. Minimize the impact and save thousand of dollars on outside repair costs. Dependable solutions, reliable service, local pre-screened contractors." Are these just words or an honest statement?On 04/12/2023, I went on your website and made an attempt to create a log on account to file a claim. I was unsuccessful, not due to operator error. Your website does not create a log on account. It's an useless website.I then telephone your company, spoke to an answering service company due to your agents being busy. I was told I would received a returned telephone call within 24 hours. I explain to the person who answer the phone that I had change my water pressure regulator valve which measures the pressure of water entering my home and affecting my fixtures. I also change my main shut off valve due to age. I also installed an expansion tank to my water heater which was needed. I pay a plumbing company $1,500 for parts and labor out of my pocket. I did not file a claim with your company During the above investment, I learn I had a water leak in my residence. My residence is on a slab foundation. The leak is located in the plumbing system.I received a telephone call from a female agent who left a voice mail. The telephone call had an unknown number as identification. I listen to the message who told me to return the call but did not leave a phone number or extension. I called the main number and once again spoke to the answering service and left another message. I was told I would get a return telephone call within 24 hours. I never received any telephone call.Due to the urgency on 4/19/2023 at 15:00 hours I spoke to a female customer service representative from your company and I explained my situation. She immediately responded, " Your Claim Was Denied. Your policy does not cover slab leaks."Not once did you made an attempt to thank me for calling in, be empathetic to my situation, ask me any questions in regards to my policy - how can you make a determination with out sending a local pre-screened contractor to ***** the situation .She never acknowledge my frustration. or did not set any expectations. It was an upsetting experience.Not once did she made any attempts to build a relationship with me but instead treated me like a business transaction.Customers do not care about what is said but will remember how you made them feel. I WILL NEVER refer any friends, neighbors, collogues, or family members to Home Guard Home Warranty. My ****** reviews will have an impact and I will take the company to small claims court after I pay another plumbing company to locate the leak and fix it. I am retired, know the court system, and have time.After doing my research with the help of the Better Business Bureau I can not believe you are in service in the *******************. Its evident that your employee needs training in World Class ****************. Your reviews are only **** stars out of 5. You denied most of the claims. In the last 3 years you have closed 77 complains and in12 months you have closed 36 complains.I am hoping that you do the correct thing. I am requesting for a refund of $580 be issue to me. Which is what I pay for the policy. I will not be requiring any of your services moving forward. I was treated like a business transaction and not a valued customer.If you decide to do the correct thing my refund can be mail to my home address.I am starting the paper trail to my civil matter.Thank you for your time and attention regarding this matter.Sincerely,***************************** Unhappy Recent Home Owner

  

  Business Response

  Date: 04/27/2023

  To Whom It May ***************** looks as though this complaint was filed on 4/20/2023. The last message we have in our system regarding your policy was on 4/21/2023: From *********************** (VP of Operations) "I spoke to ****** he states he had a problem with the pressure regulator to the main house, he said he had someone come out and the expansion tank to the water heater, he took care of that on his own. He states they told him, they could not tell where it was out, with the leak detection, they have a slab foundation does no where it is at. He is going to have his company come out to do the slab leak detection then email me an estimate or call me." Please let ***** know when you have more information and she will assisst.

   

   

  Customer Answer

  Date: 05/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/06/2023

  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.

  HomeGuard HomeWarranty was contracted on 10 Feb, 2022, when we purchsed the 16 yrs old home. The ********** heater were original to the home. In June we turned on our ** and in a few days it stopped working. We called HomeGuard, (claim #******) there was only one co. they use out of Cottonwood, an hr drive away! They rescheduled on us twice and kept putting our appt a week further out. They said they had emergencies both times they rescheduled us! Obviously they did not consider our needing ** an emergency! I called HomeGuard, their supervisor **** said we could go out of network but would need to get the service provider approved. We called a licensed contractor that came out that day. He said It was not repairable, needed replaced but he does not replace **'s. He referred us to another Licensed contractor that came out the next day. He confirmed that it needed replaced and got a written price to us within 24 hrs. We then emailed all the documentation to HomeGuard for approval. We did not hear from them in ANY form of communication for 6 weeks! My husband called and emailed during this time and was constantly told 'its being reviewed'. We had gotten 3 portable **'s to help as outside temp's were over 90 and our home was getting into the high 80's. They helped at first and then after 4 weeks they started to fail by shutting themselves off as they were not able to keep up with the rising temps/demand. Finally in August we decided we HAD to either go ahead with replacing the ** or go to a hotel or my husband would have ended up the the emergency room due to his Diabetes and high blood pressure! Now they are denying our claim for not following protocol. We did follow protocol! We got two opinions from licensed contractors!! They should also cover our cost for portable **'s and re-keying the home & a broken ceiling fan and window shade that need replaced! Your help in this matter would be greatly appreciated!!

  

  Business Response

  Date: 04/06/2023

  To Whom It May ******************** reviewing our records regarding your HVAC claim and the various other items in which you are seeking reimbursement: HGHW stands by its position of denying such claims. Please review the wording below from the contract pertinent to your particular claim/ denial:

  When we request or authorize you to obtain an independent out of network contractor to perform diagnosis and/or service:
  1. The Contractor must be qualified, licensed, and insured, and charge fair and reasonable rates for parts and service.
  2. Once the technician is at the home, and prior to any services being rendered, you must call our authorization department with the technicians diagnosis and dollar amount of services required. Covered repairs or replacements will be authorized if work can be completed at an agreed upon rate, ************.
  3. We will provide an authorization number for the covered services and dollar amount that we have authorized.
  4. Upon completion of the authorized services, the contractor must provide you an itemized invoice for the authorized charges.
  5. You must submit the itemized invoice, including the authorization number provided by us, for reimbursement.
  6. One deductible is due per each item covered by this contract. The deductible(s) will be subtracted from any reimbursement provided.
  7. Youareexpectedtopaytheindependentoutofnetworkcontractordirectlyfortheservices rendered and then submit the invoice to us for reimbursement. We accept invoices by fax ************, **** mail at ***********************************************************, or email to: service@ ****.com.
  8. Failure to contact us and follow procedures 1-7 above may result in denial of coverage.

  Customer Answer

  Date: 04/30/2023

   
  Complaint: 19864427
  
  I am rejecting this response because:  We tried for 6 weeks to get a response from HomeGuard.  We did use two separate licensed, reputable and reasonably priced contractors, all paperwork requested was submitted!   All we are asking for is the contracted coverage for the replaced Air Conditioning unit (which cost us $7261.59), the service call cost $171.50 AND a portion of the cost of the portable AC units (as opposed to the cost of temporarily moving out).  To honor HomeGuards contract with us they should reimburse us $1500 for AC replacement, $171.50 for svc call & $1000 for Portable ACs.  
  
  Sincerely,
  
  Jordan & *******************

  

  Business Response

  Date: 05/02/2023

  To Whom It May Concern,

  HomeGuard HomeWarranty, Inc. stands by its original response. Please refer to the first response to reference the pertinent contractual information regarding the denial.

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 19864427
  
  I am rejecting this response because:  This is ridiculous!  We have done everything you would have asked for had we been able to get a response from you!!  The reimbursement we are asking for is extremely reasonable!  Do the right thing and honor your contract with us!!
  
  Sincerely,
  
  Jordan & *******************

  

  Business Response

  Date: 05/04/2023

  To Whom It May ********************* reference the contract and our previous response as it relates to reimbursement for outside of network coverage. The claim remains denied.

  Customer Answer

  Date: 05/04/2023

   
  Complaint: 19864427
  
  I am rejecting this response because:
  I have referenced our contract many times!  We gave you two reputable opinions that it had to be replaced!  We waited 6 weeks for your response!  Reimbursing the $1500 (as the contract states) for the ** is the most important thing!   You have denied all 5 claims we gave you-this is the worst customer service I have ever received!  
  Sincerely,
  
  Jordan & *******************

• Initial Complaint

  Date:03/09/2023

  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.

  Had a Refrigerator leak. Technican came and looke and said it is a leak caused by a clog in the pipe. However home warranty will not cover it because this is not normal/wear and tear. Seems like the business will find any reason to reject claims! That is the direction given to the employees to reject claims under all circumstances and come up with excuses. Just Frustrated with their lack of customer obessesion.

  

  Business Response

  Date: 03/14/2023

  To Whom It May ****************** technician that went out to the property to diagnose the refrigerator found that the ice maker was missing, The home warranty company does not cover for missing parts. The water line was also clogged because there was never any maintenance done on the unit. The home warranty does not cover for issues due to lack of maintenance. Please see Limits of Liability below:

  "GENERAL LIMITATIONS
  This plan does not cover systems or appliances, repairs, replacements or upgrades required as
  a result of:
  A malfunction due to missing components or equipment.
  A malfunction due to lack of capacity of the existing system or appliance.
  A malfunction due to a system or appliance with mismatched components in terms of capacity
  or efficiency (unless otherwise noted in the contract).
  Routine maintenance or cleaning.
  Damage caused by people, pests, misuse and abuse and pets.
  Missing parts.
  Improper repair, installation and/or modifications (unless otherwise noted in the contract).
  Repairs or Replacements that are subject to manufacturer warranty are limited to $1,000
  aggregate (for labor only). Coverage applies with Advantage and Total Protection Plans only.
  Repair, replacement, installation or modification of any covered system or component for which
  a manufacturer has issued a warning, recall or other design flaw or determination of defect."

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19576876
  
  I am rejecting this response because:
  

  who maintains refrigerator? what does 'maintaining' even mean? As a new home owner with an home warranty in place, i was looking to cover for this leak which is a normal wear and teart over usage. What is wear and tear in refrigerator?

  Homeguard is hiding behind fine print to avoid helping customer. They have zero customer obessesion. I would like for my review to be at the top of BBB so new home owners are wary of signing up for companies like these. 

  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 03/27/2023

  To Whom It May ***************** stand by our original response and have nothing more to add regarding this matter. Please reference our original response.

• Initial Complaint

  Date:03/08/2023

  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 requested for our washer/dryer to be looked at it as theres clearly something wrong as it shakes violently with loud noises. They sent a technician to inspect the unit, he identified that there is a problem and told me that he will need to order parts which will take a week and that h*** be back to resolve the issue. After a few weeks of no follow up, we called and spoke to multiple reps only to be told that they are not sending anyone out to further resolve because the technician reported back that there is nothing wrong with the unit. To make matters worse, they want us to pay a $75 service fee for sending the technician out. Our washer/dryer unit is still not fixed and after going back and forth with one of their account managers, they continue to claim that there is nothing to fix. In addition, I requested for them to also check our HVAC which has a leaking freon line and a fridge that has a broken temperature control. But they wont send anyone out because we refuse to pay the service fee for a problem they actually didnt fix. This company is a scam and fool home sellers to buy their policy to give false warranty protection to home buyers. All the reviews online from other scammed customers prove theyre known to do this. This company needs to be investigated and be put out of business for scamming so many home buyers.

  

  Business Response

  Date: 03/14/2023

  To Whom It May **************** technician was sent out to the property to look at the dryer and found there was no failure to the unit. They found the units unbalanced due to the space where they are located being half linoleum and half carpet. A trade call fee is due whenever a contractor is dispatched to the property. Failure to do so will result in a suspension of coverage. Please see contract details regarding our service call fee below:

  "SERVICE CALL FEE
  There is a $85 service fee for each trade call, or actual cost, whichever is less, paid to each
  contractor at the time of service (i.e. if you need a plumber and an appliance technician each will
  require a service fee). The contract holder is responsible for payment of the trade service call fee
  after a service request is dispatched and scheduled to a service contractor. This includes when:
  A service contractor is in route to the customers home;
  A customer fails to provide accessibility necessary to perform the service request;
  A service contractors diagnosis results in a complete or partial exclusion of coverage;
  HGHW approves a customers request for a partial exclusion.
  Failure to pay the service fee will result in suspension of coverage until such time as the proper
  fee is paid. Upon receipt of that payment, coverage will be reinstated for the remainder of the
  contract term. Service request must be received prior to the expiration of the contract term.
  Service work is guaranteed for 30 days on labor and 90 days on parts without an additional service
  fee. The 30 day guarantee only applies to malfunctions that are reported to HGHW during the
  term of this contract. Pest control service work is guaranteed for 30 days from the original date
  of service."

   

   

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19559907
  
  I am rejecting this response because:
  

  This is the narrative they continue to claim. But what the technician actually told me that day was that he saw the problem, he needs to order parts and he should get it within a week and h*** be back then. This is the reason for the complaint and frustration because for one, the technician completely changed his assessment and what he reported back. And secondly, HGHW refuses to listen to our complaints and do their due diligence by sending someone back to validate and ultimately resolve.

  Their reputation precedes itself online where people have complained of similar lack of due diligence or failure to follow through on what they said they would do. Their rating is in the low 1 star, which should already be a red flag for consumers. 
  

  Their business is a scam and they need to be investigated for their unethical business practices.

  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 03/27/2023

  To Whom It May ***************** new information has been provided. We stand by our original response. Please see our original response regarding the position HGHW has taken to the original complaint.

• Initial Complaint

  Date:03/07/2023

  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 requested reimbursement from my home warranty company and they have denied my claim. My policy states the *********** for my home is within policy. HomeGuard HomeWarranty received three reports that the furnace could not be repaired/needed to be replaced. With our most recent claim, we waited three weeks, with three different companies being dispatched. The first said the unit needs replaced, the second tried to replace some parts but still could not get the furnace working and said they could not complete the work. Upon the third company being dispatched, after three weeks in my home with no heat in December when temps were in the 30s, I told the warranty company it was not okay to continue dispatching and I needed a furnace. I then had to proceed with our own furnace repair company who we trusted to do the job. We request reimbursement of the services that HomeGuard HomeWarranty should have paid for and contracted when they were told the heater needed replaced. Instead, they were going to continue dragging us along in freezing temps. They also did not meet the timelines per the communicated materials (i.e. 3 hr working hr/48hr weekend response time). I typically had to follow-up after not hearing anything from them. I'd like reimbursement for $7,992.88.

  

  Business Response

  Date: 03/14/2023

  To Whom It May Concern,

  HomeGuard HomeWarranty, Inc. has the right to a second opinion. Also, proper protocol was not followed when using a contractor outside of network. Lastly, it looks like you have already cancelled your policy as of 2/03/2023. Please reference contract Terms of Coverage and Limits of Liability below:

  "**** will determine whether a covered item will be repaired or replaced. We have the
  right to a second opinion. The homeowner may order his/her own second opinion but shall be
  responsible for the cost."

  "When we request or authorize you to obtain an independent out of network contractor to perform
  diagnosis and/or service:
  1. The Contractor must be qualified, licensed, and insured, and charge fair and reasonable rates
  for parts and service.
  2. Once the technician is at the home, and prior to any services being rendered, you must call
  our authorization department with the technicians diagnosis and dollar amount of services
  required. Covered repairs or replacements will be authorized if work can be completed at an
  agreed upon rate, ************.
  3. We will provide an authorization number for the covered services and dollar amount that we
  have authorized.
  4. Upon completion of the authorized services, the contractor must provide you an itemized
  invoice for the authorized charges.
  5. You must submit the itemized invoice, including the authorization number provided by us, for
  reimbursement.
  6. One deductible is due per each item covered by this contract. The deductible(s) will be
  subtracted from any reimbursement provided.
  7. You are expected to pay the independent out of network contractor directly for the
  services rendered and then submit the invoice to us for reimbursement. We accept invoices
  by fax ************, **** mail at ***********************************************************, or email to:
  ************************.
  8. Failure to contact us and follow procedures 1-7 above may result in denial of coverage."

   

• Initial Complaint

  Date:01/31/2023

  Type:Product 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 called Home Guard my warranty company several times before I got them to call me back my electricity was not working and I needed to get this fixed this went on for several months in the meantime I had to pay for hotel rooms lost a refrigerator and a freezer full of food and this was so inconvenient for me and my family they had a company in Kingman which was approximately 50 miles away that was supposed to come and take care of this they never got a hold of me and I called Home Guard and got the phone number to contact this company out of Kingman, when I got a hold of them I was told that they would get a hold of me when they were down in my area I waited another several days called them back and they could not give me a time or a date when. I then contacted Home Guard again and I was told finally that I could call any electrician that was licensed so I did . I talked to ****************** they came out I explained the situation and paid out of my pocket to have this work done to only be told they will not honor this because ******** never talked to them. I talked to ******** and he said he called them 2 times only To be put on hold he said after 15 and 30 minutes he had to hang up he had work to do. He called again and left message and was not called back. I was the one that was inconvenienced and hurt over this, I did what I was told to do by Homeguard . I talked to them and sent them a letter and the bill 2 times with no response.

  

  Business Response

  Date: 02/06/2023

  To Whom It May ******************* issue is regarding a claim from 3/22/2022. The homeowner is seeking reimbursement for an electrical issue without following proper protocol. The claim was denied because proper protocol was not followed. Please ses contract language below regarding outside of network protocol:

  "When we request or authorize you to obtain an independent out of network contractor to perform
  diagnosis and/or service:
  1. The Contractor must be qualified, licensed, and insured, and charge fair and reasonable rates
  for parts and service.
  2. Once the technician is at the home, and prior to any services being rendered, you must call
  our authorization department with the technicians diagnosis and dollar amount of services
  required. Covered repairs or replacements will be authorized if work can be completed at an
  agreed upon rate, ************.
  3. We will provide an authorization number for the covered services and dollar amount that we
  have authorized.
  4. Upon completion of the authorized services, the contractor must provide you an itemized
  invoice for the authorized charges.
  5. You must submit the itemized invoice, including the authorization number provided by us, for
  reimbursement.
  6. One deductible is due per each item covered by this contract. The deductible(s) will be
  subtracted from any reimbursement provided.
  7. You are expected to pay the independent out of network contractor directly for the services
  rendered and then submit the invoice to us for reimbursement. We accept invoices by fax
  ************, **** mail at ***********************************************************, or email to: service@
  ********.
  8. Failure to contact us and follow procedures 1-7 above may result in denial of coverage."

   

• Initial Complaint

  Date:01/30/2023

  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.

  Does not want to cover clearly stated items in the warranty. Plumbing problem after move in they are claiming as a pre-existing condition.

  

  Business Response

  Date: 01/31/2023

  To Whom It May ******************** apologize for any confusion regarding your recent plumbing claim. Unfortunately, HGHW does not cover for pre-existing conditions or conditions caused by rust which could not have occurred within the policy period. Please see below:
  
  "We will provide service for covered systems and appliances which malfunction during the term
  of the Plan that:
  Are installed for diagnosis and located within the interior of the main foundation of the home
  and garage (inside the load bearing walls of the structure). Systems or appliances located
  on the exterior or outside of the home (including porch, patio, etc.) are not covered unless
  otherwise noted in the contract.
  Are in good, safe working order at the start of coverage and were correctly installed.
  Have become inoperable due to normal wear and tear and use, rust/corrosion, and chemical
  or sediment build-up during the term of the contract.
  Pre-existing conditions are not covered.
  If not stated under "covered" it is excluded from our contract.
  Coverage may apply to a malfunction which existed on the effective date of the Home Buyer's
  Coverage if, at that time, the malfunction was undetectable and would not have been detectable
  by visual inspection and simple mechanical test. A visual inspection of the covered item verifies
  that it appears structurally intact and without damage or missing parts that would indicate
  inoperability. A simple mechanical test consists of turning the unit on and off, verifying the unit
  operates without irregular sounds, smoke or other abnormal outcome."

  Customer Answer

  Date: 01/31/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Our home inspection report, which you accepted, did not state structural damage by visual inspection at the time of purchase. The pipes were operable at time of purchase.

  Customer Answer

  Date: 01/31/2023

  ***Document Attached***
  Inspection report
  See Attachment/File: Inspection Plumbing.pdf

  

  Business Response

  Date: 02/01/2023

  To Whom It May ********************* rust and corrosion which caused the leak could not have occurred during the policy period. Please reference below for the language regarding pre-existing conditions and rust/ corrosion.

  Customer Answer

  Date: 02/02/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  There is no mention of rust or corrosion in the inspection report.

  

  Business Response

  Date: 02/06/2023

  To Whom It May Concern,

  HomeGuard HomeWarranty, Inc. maintains its position. Please see previous response.

• Initial Complaint

  Date:01/26/2023

  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 customers of Home Guard home warranty for 6 years. Now we have a broken furnace for 3 weeks, and there is no sight to when they are planning to fix it. The furnace is leaking carbon monoxide and too old to just fix. It needs to be replaced. They had 3 opinions now, and have been waiting....it has been ****** in the house. Space heaters that we bought, are no help. We sleep in our coats. Our elderly 89 year old parents are both coughing and we are all sick This is inhumane!

  

  Business Response

  Date: 01/30/2023

  To Whom It May ********************** claim was initiated on 1/16/2023. Due to conflicting diagnoses between the contractors who have been to your property to look at the heater we will need an additional opinion. The third has been contacted and they notified HGHW that they have tried to contact the homeowner several times to schedule. To expedite service on the heating systems please contact ****************** and Cooling at your earliest convenience.

• Initial Complaint

  Date:01/24/2023

  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.

  see Attached document Click here to Get the File - use the Password: F6D492A9 ************************************************************************

  

  Business Response

  Date: 02/06/2023

  To Whom It May ****************** technician who went out to the property to diagnoses the unit found the center portion to be cracked, most likely because water got inside. This is not considered normal wear and tear and therefore denied coverage under your policy. Please see contract language below:

  "HGHWs liability is limited to failures due to normal wear and tear."