OneGuard Home Warranties

This company is a SCAM. I made a service call for my HVAC system not cooling. They sent out their third party technician that confirmed the coil had a leak and needed to be replaced on our Lenox system with an additional $1,400 of optional services. One guard then stated that the technician required the services to make the repair. The biggest issue is that they wanted to replace the coil with a Goodman instead of a Lennox brand because that is who they have a contract through. This is a $2,000 repair with Goodman and $2,500 with the correct Lenox part. I requested to pay the upcharge for the correct part but was told that wasn't possible unless I took the "cash in lieu" amount of $500 (complete joke). The scam is that their service company makes money on the "optional" items that they require and then don't provide equitable replacement. FYI, I took the $500 and cancelled my contract. NEVER AGAIN

have been a OneGuard customer for over 6 years with no complaint until now. I just requested a garage door tune up last week because of issues I've been noticing. The contractor told me the spring was maxed out and weak because it is a single spring and it should be a double spring for the size of my door. Funny thing is OneGuard covered a spring repair 3 years ago and that contractor they sent replace my internal spring system with the current single spring I have now. I noticed it was different but assumed I was good. Last year I paid for a tune up because when closing the door would just drop when it was a foot from the ground. It was good until now. I spent the last week pleading my case that the contractor THEY hired told me the spring was too small and the contractor THEY hired put the wrong spring on. All I got was a sorry because the spring isn't broke and that's all they cover. I'm not going to pay them another cent while I wait for it to break.

I have been with OneGuard home warranty for the last 15 years. I have paid years of service so when my AC unit goes out, they’ll repair it or replace it. My AC unit was not cooling last week after my tenant notified me. They sent a young man, only spending a few minutes faulting it on lack of maintenance that says the coil is bad. So I asked for a second opinion. They refused to do it. So I hired another company since neither me or my tenant believed on the first techs diagnosis being on his phone and not sure what he was doing. Our new tech diagnosis shows that the previous diagnosis was in fact so INCORRECT and the system has leak with explaining as to why. I am planning to take this to the better business bureau BBB and make sure they stand by their words of contract not just charging me and making sure the techs they sent out to deny the claims. It’s an absolute disgusting game they play to save money.

I was a OneGuard customer for a decade and in that time, I've seen a steady decline in the integrity, quality, and efficiency of their so-called services. They've outsourced their customer service to the Philippines and the service reps frequently misunderstand or they intentionally rephrase your statements in ways that are inaccurate, so they can find ways to block you from receiving assistance. They use dishonest contractors who lie about diagnoses. One time an AC contractor came to inspect an issue but never opened it up and left after five minutes. He didn't know that I was the owner and had witnessed his lack of inspection, yet the diagnoses was the system was old and needed to be replaced. After a dispute, the contractor replaced a fan motor that solved the issue. Most recently, a contractor said a cleanout cap was missing so OneGuard would not cover the service. The cap is there - it is the decorative cover plate that is not present. BEWARE of this dishonest company!

Couldn't even figure out what part of the contract to quote to rip me off for $330. Scumbags.

Zero stars! OneGuard is a scam - lying and ducking their way out of replacing our washing machine that exploded one month ago. The explosion also damaged our dryer. Their contractor’s report said that the washer is unfixable and to replace it. OneGuard says that they have on a report that an imbalance load causes the damage, not normal wear and tear, so we need to replace it at our own expense. I never said there was an unbalanced load. The contractor supposedly didn’t. And, the washer never indicated that the load was unbalance - it usually stops and beeps to indicate an unbalanced load. It EXPLODED! Is that not mechanical error that caused damage? It’s been over a month and OneGuard continues to give us the run around and is not resolving the issue. I have a family of seven and we’re spending our weekends washing clothes and linens at a laundromat, which is costing us over $50 a visit. I challenge OneGuard to look at my account and claim and encourage them to get back to us to resolve e this issue.

On 6-17, I called oneguard to file a claim for a leak in my lawn irrigation system. First thing they do is charge the service fee. I was very specific on that call. The calls are recorded. Please retrieve it. I said that I was not interested in finding my own contractor. If they don't/can't handle it, then I DO NOT AUTHORIZE THE CHARGE. I was assured they had a contractor and they would come out. On 6-21 I called to check as I had yet to hear from anyone. I was again assured that I just needed to wait for the contractor. On 6-23, AS I WAS BOARDING A PLANE OVERSEAS, I received an email that read in part "as per our conversation, you are approved to find your own contractor..." NO SUCH CONVERSATION EVER TOOK PLACE. I was able to call again on 6-24. I asked for a manager. I was told one would call me in 24 hours. It is very telling when a company has no process to escalate a call. A manager will call you. Yeah. Sure they will. On 6-29, I called YET AGAIN. and YET AGAIN I asked for a manager. And YET AGAIN the answer is a manager will call you. When????? I am still waiting for the call I was promised LAST WEEK. No one at this company cares. No one at this company will tell you the truth. NO ONE AT ONEGUARD WILL HELP YOU.

I called one guard to have my $300 Moen Kitchen faucet looked at, it was leaking. This model had been repaired by One Guard 5 years earlier, This time The people they sent out, said they would not repair it, cause one guard wants just to replace them. yeah they forced me to take a $80 cheaply made Home Depot Faucet, that not even same finish I had, or same style. 50% of the reviews at home depot said these fail within a year, so how is that cheaper for one guard if they are sending plumbers out once a year to replace cheap faucets when higher quality like my Moen lasts 5-10 years with simple $40 repair parts put in. Just another way the warranty company is sticking us with cheap inferior products, very disappointed, the plumber would not even listen, said either take this one or we are leaving and you talk to one guard, gee would have been nice if I had been made aware of this BEFORE I was charged a NON refundable service call, yeah, one guard and the service people know they have you by the Nuts, when if you tell them I want another opinion, or why am I not getting a reasonable replacement like the one I had. One guard has went down hill the past couple of years, so I would not recommend this warranty company even though I have had them for 15 plus years, tells you they don't give a crap about there tried and true long term customers. I have used them before and they always before checked to see what you had and got you something in the same line of what you had, NOPE service person says this is how one guard is doing small items like this, we bring whatever we decide(cheapest) and your forced to take it, real nice customer service one guard.

The following is my experience with Oneguard Home Warranty. Their customer support number is nothing but ads. Calls to the main number transfer you multiple times and be put on hold waiting for a representative. The following was sent twice to their support rep with no response. I will never do business with them again. So Beyer Appliance came out to investigate the machine gun noises from my GE Monogram built-in. He provided a receipt to you and to me stating that it was a fan problem but the refrigerator and freezer worked properly. In my contacting them, they quoted me a price of $386.73 for the fan and installation…on top of the $75 I already paid you for the service call. In addition, they would not install the part if I bought it separately and whereas they were going to charge $180 for the fan, I could acquire it on my own for $120 which i did. I contacted Gabriel”s Appliance Services to have that fan installed. And pretty much as I figured in the first place, Beyer misdiagnosed the problem and the fan works properly but the chill door gear is either stripped, cracked or has a different problem causing the noise. While the refrigerator and freezer may work properly, the problem is in the gear, not the fan, and will eventually completely fail losing all function of the chiller drawer. So I now have had to deal with an additional service call and see if I can manage to return the fan that was never needed in the first place. Gabriel quoted me $281 to replace the defective part and they are scheduled to do that this Friday. To confirm this diagnosis, I am attaching the estimate for the proper part and installation by Gabriel. Obviously, I am extremely upset with Oneguard, Beyer Appliances and all aspects of trying to resolve the “noise” problem and expect an immediate credit for the $75 I paid you for this service. Thank you, Jim

OneGuard is our home warranty service company and we arranged with them for an annual spring AC tuneup of our 2 units. We are in Phoenix so this is a yearly routine. David, of North Valley Mechanical (NVM), came out to do the tuneup. Knowledgeable, professional, helpful, and a wonderful raconteur arrived on schedule. He found a freon leak in the evaporator coil of a 14 year old unit. OneGuard agreed to a replacement for the air handler which uses R-410A - the replacement refrigerant for Freon. As the other half of the system, the condenser, still used Freon and was still 14 years old, we talked with NVM and decided to replace it at our expense. The condenser still It still worked so we couldn't expect OneGuard to pick up the cost but we did save $450 on a Freon refill. We've been with OneGuard since 2013 and have had uniformly very good experiences with them. We do recommend them.

Our kitchen ceiling fan stopped working. OneGuard sent Stellar Home Services to check it out. The tech quickly diagnosed it as a motor problem that needed replacing. It is an older Casablanca ceiling fan and the tech said we'd hear from OneGuard about a repair or replacement. We heard from OneGuard and they did indeed offer a contractor replacement or $110 cash-out. The FanDoctor of Phoenix repaired another fan a number of years ago so we called them. Replacement motors for our fan are no longer made but they can replace the bearings if that is the problem. I brought it in, they said the bearings were shot and it would be $125 for the repair. We took the cash-out option and the fan is being repaired. We can't expect OneGuard to pay for repairs eternally for what is a 33 year old fan! We are happy with the resolution.

Absolute worst customer service possible! I used this home warranty company for a year and during that time I had issues with my HVAC system, at least 5 or more times (I honestly lost count). The HVAC contractor that OneGuard hired is a shady company that first of all, did not pull permits with the city prior to replacing my condenser unit and air handler, then the HVAC company installed an air handler that was/is too big for my electrical system so every time I tried to use the heat the main breaker would overload. I had my electrician inspect the electrical portion of the install, he made me unplug the system immediately as it is a life/safety hazard for my family and home as the whole system was not installed up to code (as I said before, the HVAC company did not get permits for the work which are required in my city). When I brought this issue to OneGuard, I was told that because the overall system was "upgraded" they could not help me with the issue, (remember, the air handler that the contractor installed BRAND NEW is too many KW for my electrical system). Although I assumed that OneGuard vetted the contractors that they hired before they sent them to your house to ensure they were legitimate, reputable, and HONEST contractors, but shame on me for assuming! I would NEVER recommend this home warranty company to anyone! Needless to say, I still have the same issues with the HVAC system and I am now fighting with the HVAC contractor to have them fix the work that OneGuard hired them for and hoping that I do not have to spend any more money out of pocket to have the issue corrected.

We received our OneGuard home warranty as a part of a real estate transaction. We have had a contract with them for two years. We have used them on numerous occasions. We had some good experiences as well as bad experiences. The reason why I am writing this review, is because when I went to renew our home warranty contract with OneGuard, they choose not to renew our contract and they didn't have the common courtesy to reach out to us, by mail, email or by telephone to let us know. The only reason I found out was because I called them directly to renew the contract. The person I spoke to, Scott, said, "sorry the company is unable to renew the contract because the company feels that they are unable to meet your expectations on the repair side." I would not recommend using OneGuard Home warranty because they are unprofessional and they lack common decency when dealing with their customers. It is totally unethically to let the contract lapse without informing their clients.

Our air conditioner has gone out three times since we purchased a home warranty from one guard. The first time they told us there was nothing wrong with it. The second time they reworked the wiring. We are now sitting in a hot home, in Texas, once again. We are being told that it will take 15 days for the repair/replacement. 15 additional days in Texas heat, on top of the multiple days we’ve already been without AC. Each time this has happened it has taken several days for them to respond to us. Emails go unanswered. The weekend is used as an excuse for the lack of a response. We have spent multiple hours on hold only to never have the call answered. Text messages have been ignored. This company places zero value on the customer experience. I strongly recommend that consumers avoid them at all cost.

HORRIBLY!! One guard took 17 days in 108-111 degree weather to get the repair completed because they would not allow the repairman to order the part and they ordered the wrong one twice!! Horrible customer service, horrible attitude by all staff at one guard, horrible experience completely!! They are not worth a plug nickel,so if you haven’t bought a warranty from them, DON’T !! Go to someone else that cares about their customers because they do NOT!!

DO NOT DO BUSINESS with this company. I’ve been trying to reach a human in your office for 3 weeks. I have called several times during the day and wait times are unacceptably long. 2 of the vendors I’ve had were horrible and both of those areas are still not resolved. I’ve left 3 messages for a supervisor to call me and to date not one call. I’m left with an area of my house with a leak that I finally had to have fixed on my own because your vendor misdiagnosed the problem and then left. I’ve been without a dishwasher for months because the extremely unprofessional and unfriendly person they sent has come out twice and said I needed a different part each time. I called and spoke to someone , at night because that’s the only time I get an answer and she told me my work order was expired and I have to pay another $79. I was incensed and ask to speak with a supervisor. That’s when communication ended. Most of the contractors they use are trying to get more money in parts. So far I’ve had to fix a leak, and probably a dishwasher and circuit breaker out of pocket due to technicians that were either in a hurry or just don’t know what they’re doing. However I will say that the electrician was both friendly and professional. The plumber looked at the area, said it was the water heater and he didn’t work on those and left. It was a leaking valve connected to the washer. He should’ve caught that. Also most of my repairs are “ not covered.” Did you guys learn this from the insurance industry? The only reason I gave you a D is because your sales personnel and customer service folks are great. But I will definitely NOT be choosing this company when it’s time to renew. In the end I’ve had much frustration and very little resolution. The dishwasher is 14 years old and needs to be replaced. The pool guy was unfriendly but he resolved the issue.

After misdiagnosing the cause of the clog, paying $300 to tear a wall out, nothing was resolved, I had to pay to put the wall back, sit on hold for literally hours & getting no response, don't bother with this company, hire someone with good reviews & save yourself the time, effort & money!

Horrible, called June 1, 2020, here it is 30 days later on June 29th, heat pump shot, new heat approved, but have not been provided a replacement yet, One Guard Claims they cant find one, baloney, they could find one if they bumped me up a model or 2, but they are sticking to give me the cheapest heat pump even if its costing me high electrical bills and little or no cooling in these plus 100 degree days here in Arizona, they could patch up the old one to work better, but since its gonna be replace, HA!, whenever, one guard will not spend anymore money on the order unit. The Tech Qual Tech has been great and even trying to get one guard to do something, so this is all One Guards fault why I am without a proper working heat pump one month later in 100 plus degree temps in the middle of summer.

On 03-26-2020, we called OneGaurd to report that our water heater was leaking. The reason we knew it was leaking was because the water sensor on our alarm went off. A repair person came to our house March 30, 2020. Their own contractor told us it was "shot" and it needed to be replaced. We waited patiently for them to authorize the necessary repairs. On 04-02-20, we were informed that if we wanted our water heater replaced we would need to pay approximately $451. Putting the monetary issue(s) aside. I asked what our cash payout option would be so, we could make an informed decision about how to proceed, which they were unable to provide us immediately. After several hours delay were informed at approximately 7:31 PM we received a call back (which we missed). OneGuard stated our cash out option was $812. I immediately called them back and they were closed. During the delay my wife was able to get free 2 estimates from Angie's list providers. The open market replacement cost in the area were we lived is/was approximately $2000. So, it make financial sense to have them to the repair. As a result, at 7:41 PM I followed up my phone call with an email, informing Oneguard we were willing to pay the $451 and to please schedule the repair for the next day (04-30-20). Although, we have had some issues in the past dealing with "Home Warranty" company, my wife inadvertently renewed our contract. I would have chosen not to renew. In short, have a broken water heater and not being able to get in repaired or replaced in a timely manner is unconscionable. It has been over a week without a properly functioning water heater. While understand like all insurance type companies Oneguard seeks to control its costs it should not take more than a couple of days to get a water heater replaced or repaired. We are a family of four with 2 children. Suffice, to say it is just another thing to stress about during these difficult time. In short, I would not recommend utilizing this firm for a home warranty. I ask... how would you feel if you and your family did not have a properly functioning water heater for over a week? Enough said!

I had one of their contractor fix my garage door spring that broke. In addition to the springs, I was charged $95 for a pair of end plates bearing which were worn out due to regular wear & tear. Contract does not call out this part as NOT covered. Contractor mistakenly classifies this as part of track assembly. It is not. Manufacturer clearly call this part as spring assembly. Also, this is something that falls under normal wear and tear and is a moving part. That's what warranties are for. Find yourself a better warranty company if you can trust - old republic,

We purchased a home in May 2019 and had a licensed HVAC company inspect the A/C unit prior to closing; the inspection determined that the unit was functioning and cooling properly but did point out that the condenser coils and evaporator coils needed to be cleaned. In July, two months after closing and one month after moving in we noticed that the A/C was blowing warm air into one of the bedrooms. We contacted OneGuard right away, they sent out their contractor who looked at the unit and agreed it was dirty. OneGuard told us that we needed to perform the recommended maintenance that the inspector pointed out on the inspection report before they would cover anything on the unit. We hired a licensed HVAC company to come out and clean the unit and sent the invoice over to OneGuard showing that the coils had been cleaned. OneGuard told us that they would remove all exclusions on the unit and it would be covered if anything else went wrong. A week later we could tell that the unit was not cooling properly so we called OneGuard again. They sent out their contractor who said that the coils still looked dirty to him and there was now a leak. Upon contacting OneGuard myself because they never reached out to us, we were told that they are denying our claim. OneGuard claimed that the contractor we hired did not clean the system up to their standards. We had the contractors come back out and take the system completely out of the attic and thoroughly cleaned, sent over the invoices and our claim still got denied saying the breakdown is due to lack of proper maintenance and that the leak that their contractor just discovered was due to a preexisting condition and we would have to replace the unit before they cover anything. As a consumer, I believe we did everything we should have done to keep from being in this situation. We should be protected by our home warranty company and unfortunately they will not help us. As buyers of a previously owned home we made sure that the system was in working order before purchasing the home by having the licensed HVAC company do inspections. We addressed the cleaning that the inspector recommended and hired licensed, knowledgeable contractors to do the work. We should not be at fault for not having records of routine maintenance done on the system by the former home owner. The leak that their contractor discovered was found after we addressed all known pre-existing defects and had them repaired by a service professional and delivered paid invoices to OneGuard evidencing the repairs.

Terrible! I notified OneGuard of the problem on Saturday morning, but they had no repairman available on the weekends so I had to wait until Monday. When the repairman arrived, he discovered that there had been an electrical fire in the control compartment of the outside compressor unit. He took pictures and made a report to OneGuard. After not hearing anything for another full day, I called OneGuard and was told that the melted wiring was not a result of "normal wear and tear" and therefore was not covered under the warranty -- even though the warranty explicitly states that the AC compressor is covered. He told me that I would need to have the wires repaired or replaced and then his repairman could continue to diagnose the problem. I called another AC repair company. Their repairman determined that a large capacitor component in the control compartment had failed and caused a short-circuit which resulted in a large surge of electrical current that cause the fire that melted and burned the wires. He told me that this was a very common failure for these types of AC compressors especially given the age of mine. He also told me that this type of failure was definitely due to normal wear and tear for an AC compressor. I followed up with OneGuard and related what had happened and requested that they reimburse me the cost of the second AC repair company. The representative was curt and rude and stood by their position that this failure was not covered. With OneGuard's logic and an incredibly narrow interpretation of "normal wear and tear", they can conceivably deny any legitimate claim. Their warranty is absolutely worthless, their business practices are deceptive and border on fraud, the repair companies clearly are incompetent, and their customer service is abysmal.

Tina at OneGuard did an excellent job of understanding the capabilities of the current oven to ensure a like kind replacement. Since we had the “professional kitchen upgrade” option, we were given a comparable oven to the one being replaced. We had the option of accepting the offered Monogram double oven or a cash out. We took the Monogram. Tina monitored the delivery and installation. Outstanding service. Our only cost was the initial service fee of $69 when we reported our upper oven was not working properly.

From the initial call to the final install I was completely satisfied. Call backs, scheduling, installation, everything went perfect. Tina was efficient and professional. Thanks to the whole team.

The process was very smooth. A technician came to check out the appliance. It was determined (after a few days) that a replacement part wasn't available. OneGuard offered a particular model to replace it or its equivalent value at HomeDepot. I chose the replacement. The technicians came to install it and made fast work of it. It couldn't have been easier. Jerry, OneGuard's facilitator, was very attentive.