OneGuard Home Warranties

Walked into the laundry room one evening and heard "splish-splash" which is not the normal sound heard when walking on vinyl flooring. The water was coming from a leak at the top of the water heater which is in the garage. I called OneGuard the following day and heard back from company that would come out within a couple of hours. They came out, verified that there was a problem, and swapped out the old with a new 50 gallon hot water heater. It took about an hour and a half. One guy did the whole thing. He arrived on time, was neat, professional, did a nice job, cleaned up everything afterward. This is our 3rd year with OneGuard. We've used them for appliance repair, AC/Heating tune-ups, plumbing repairs, and yard maintenance. We've been very happy with the service and the service providers.

I have OneGuard Home Warranties. I don't like them at all. The type of contractors they send don't seem to be there to fix it but to get it done and get out. The first thing they ask when they call is did the homeowner do it so that they can try to get out of the work. I don't think the pricing is too bad. They do not follow up at all.

They always do a great job, chose top companies to perform the work and are always professional.

Service calls are $59; termite treatment is $69 per area. It's well worth the savings to have a home warranty with OneGuard. They have excellent customer service and we have coverage through them for our personal home as well as our rentals.

OneGuard - the icing on the cake! While doing a mini-home remodel in prep for out of town guests, my kitchen refrigerator broke down. Not only did Valleywide Appliance make the repair in time for the family visit, yard landscape maintenance by Yard Doctor, rekey service by CopperStar and carpet cleaning by PNP One Care Cleaning were scheduled and work performed in less than 10 days. I also needed my ductwork cleaned after light construction. It was not covered under my warranty but Arizona Trade Masters made a recommendation for a company that I could pay directly for the ductwork clean up. Another great company recommended by a OneGuard contractor. Being a widow and having the peace of mind that one phone call to OneGuard, speaking with a great customer service person named Cindy, taking care of all the services in one call and for the price of a service fee for each job is priceless. Thank you to OneGuard and all their contractors. They made a great family visit that much better.

The technician did a good job, but I was very surprised to find out it wasn't covered by the warranty because it was considered a maintenance issue. We purchased the house with the warranty in Oct. 2014 and got a home inspection done, The inspection didn't show that anything was wrong with the air conditioning system. After paying for it, I looked at my contract and it specified that preexisting conditions were covered if regular maintenance or a home inspection had been on the home and no issue was noted. Shortly after purchasing the home, we sent the warranty company a copy of the home inspection report. I contacted customer service, sent in all the information and receipt the requested. I was told they would replay within thirty days. On day thirty-one I contacted them since I had not heard from anyone. Upon speaking to a customer service rep, I was informed that clogged coils were NOT covered even though it was a preexisting condition prior to the purchase of the home. Everyone was very nice, but upon reading all the fine print of the contract, I have decided not to renew the contract. There are many more items they don't cover than ones they do. Many stipulations to different items.

When we purchase the home 3 years ago I researched countless companies and hoped One Guard would work out. They have! Most every provider they have sent out has been good and if not they have remedied the problem. The website makes it easy to put in a claim. Each claim and has been handled very quickly, including the water heater!

SWAT Plumbing was punctual and polite. In uniformed shirts and performed work quickly.

First off, I'll say this review could apply to ANY home warranty company, although what happened is still disappointing from an Angie's List award winner. We live in Phoenix, AZ and when your AC goes out in August it's pretty serious. Rather than investigating the source of the problem and having it fixed right the first time, OneGuard authorized only a 'bandaid' fix - not once, but twice - neither of which fixed the underlying problem. Basically, they cheaped-out! Meanwhile, we roasted in our house, trying to sleep with no AC and 90 degrees indoors. NOTE: this is NOT an issue of the AC repair company, who could only do what they were authorized to by OneGuard. The whole issue came down to freon leaks, and rather than locating and fixing them on the first visit, OneGuard only authorized a recharge of freon. HELLO - there's a reason the freon is low - it's a leak!! After the freon leaked out again, they had a better idea: add more freon and 'Stop-Leak.' Guess what? That didn't work either... Then I called to ask if they'd pay for a hotel, I was told they would at $60/night. When I asked where I could stay for $60, I was told 'We don't have to do anything for you, this is just a courtesy.' Well, thank you very much - never mind! Long story short, after over a month of this nonsense, they finally authorized searching out and fixing the leaks. But, what a total waste of time. And don't even ask about my electric bill this month trying to cool a house with a leaky AC unit. I just expected much better service from OneGuard. UPDATE 11/25/2015 - I am updating my rating of OneGuard home warranty relative to this claim to a 'C' indicating FAIR due to the end result. After the problem above was 'repaired' we experienced yet another leak in the system in about 10 days. OneGuard finally agreed to replace the old leaky Air Handler rather than try another bandaid fix. However, they planned to replace our Trane brand Air Handler with a Goodman. I am not familiar with Goodman and it may be perfectly adequate, but it's not a Trane. When I asked about having a Trane Air Handler installed, I was told they don't do that, but would allow a 'Cash-Out'. So, I took the cash and put it towards a entire new AC system - which I consider FAIR. Ultimately, the fix was finally completed, it just took way too long under the circumstances.

Technician did a pre-season tune up on two A/C systems. The A-coil was leaking on one system. Tech called it in and One Guard approved the replacement. Easy.

One Guard is excellent to work with. This a rental property and tenant had just bought lots of groceries when both fridge and freezer went out. They got someone out immediately. They approved expensive part (compressor) and expedited getting part in.they had contractor fix it very quickly

In the past I have had prompt service (within one day) from One Guard but in this case an emergency I am going on day three without service. I called in a service request on Saturday August 8th for service on my AC unit which was blowing hot air. I was told that this was a Priority Call and someone would call me to come out Sunday if available and by the latest Monday. So no call on Sunday. Monday morning I call One Guard who says I should call the service provider, American Home and Commercial Services LLC 512-515-6247, which was my next call anyway. I call the service provider at 8am and they tell me the dispatcher is running late and I will get a call by 9am. At 10 am I finally get a call and I am told that they can come out Tuesday. I explain that I submitted the request on Saturday no one called on Sunday and I was told it was a "Priority" so some one would be here Monday at the latest. The dispatcher says they can't control what one guard told me and all they had was Tuesday Aug 11th. I mention to her that their website says they offer 24/7 emergency service and she tells me that one guard calls do not qualify for that. So I tell her I will make the appointment and then call one guard to see if someone else can get here sooner. She says OK and HANGS ON ME! So I call back and she says the line went dead ( she hung up) and I make the appointment. I call One Guard Back and explain that this qualifies as an emergency under their contract rules (see the paragraph below)for EXTREME HEAT (103-105 each day) and I expected after everything I was told when I called in and the situation that someone should me here today. They said I should have called the provider sooner and they can't control the providers schedule. I ask them to call someone else and they do. It turns out that for the whole Austin area they has 2 providers and the second can't get here until Wednesday. Remember this is an emergency. I tell them I want to register a complaint and I do. They tell me we might be able to see if someone can call in a favor with another vendor to get someone out. Still waiting for any follow up. I have paid them for a year on a Premium Warranty, they replaced my old AC unit (which lasted 20 years) I would think they would be eager to fix the new one which is 2 years old! Please see the excerpt below taken from the homeowner's service agreement that outlines emergency service: Emergency Service: An emergency is defined as a plumbing failure that causes interior flooding, a complete loss of heating or cooling in extreme temperature conditions, a substantial loss of electrical service, or any other condition that renders the interior of the home uninhabitable. OneGuard will make all reasonable efforts to expedite emergency service. 24-hour emergency service is only available for interior flooding. Update: They only resolved the issue after I posted my complaint on their facebook page. I had to resort to public shaming to get results. They are going to do more training of their people but I will only know if it works if I have another emergency.

In late March I contacted One Guard about have a pre-inspection air conditioning tune up. They advised me that it would be sent to a contractor and the contractor would contact me. Nobody contacted me and when I emailed the company they said it had been assigned and that a contractor and that the contractor would contact me. Still no contact. When I contacted One Guard again, they said the claim had been cancelled. One Guard needs some type of system to ensure these contractors deliver on their services. This is the second time this has happened to me. One other time I paid for a window washing of my house. Nobody ever contacted me and this was well over a year ago nor was my money refunded. I normally have good luck with One Guard, but these two incidents have me concerned about the companies follow up with their contractors. I am updating my evaluation of One Guard. They were very attentive after my complaint here which to me means they really value customer feedback on Angie's list. In attempt to make contact with me, they called me many times. Samantha was very persistent in making sure my concerns were addressed which means they value customer service. My continued concern is that they have a system for monitoring that service work is being completed. I have been with One Guard for 3 years and they take the heat when their vendors do not provide the services for them. Thank you Samantha for your support.

Follow up review: 1) A lot more detail (explaining the whole event) is given in the review to MJS Mechanical who was originally sent to "fix" our AC issue: http://my.angieslist.com/AngiesList/MyAngie/MyAccount/ViewReports.aspx?C5LfjJyIDX3PZ347dSOuOXWfOfSHi2tDE8C10l2orX0%3d 2) In short, we had to bring an independent AC company to examine the issue after the initial denial from the OneGuard. At that point we had more than enough evidence to submit a dispute to OneGuard. The OneGuard sent Mr. Goodguy for second opinion, and Mr. Goodguy fixed the problem within a couple of hours (this included getting authorization, going to the office for parts and the repair). 3) Grade C is because of the mixed experience (F for the first 10 days of handling the issue, and A for customer relations department trying to fix it): - The initial service was handled horrible, MJS Mechanical and the authorization department messed up big time. MJS Mechanical didn't repair the issue, and they falsified the findings. OneGuard authorization didn't protect our rights, and didn't explain that we had option for second opinion and pretty much denies us service. - After the complaint, OneGuard rectified the issue, and the customer relation department was just awesome trying to apologize over and over again, and trying to keep us as customers. They escalated the issue, discussed the issue with the contractor (MJS Mechanical) and the authorization department, and they both took the actions because of our case. ********************************************************** Initial review: One Guard sends contractor (MJS Mechanical) that had has two different findings on the same issue. First, they found a leak in the condenser. OG approved repair and contractor then came to fill Freon. Then, somehow, they found multiple leaks and OG does not want to repair the unit, stating unusual wear and tear! Apparently, collusion is going on to protect OG. JAS never called me, never send any notes nor findings, never wrote to me! Both JAS and OG let me wait for 5 days in July with 100F averages, with my children and elderly mom in the house, to wait, I had to call both and spend 4 hours on the phone just to be declined any help! Never again, neither OneGuard nor MJS Mechanical!

Our ice maker quit. The repair person checked the temperature and said the ice maker won't work until it is at 10 degrees or colder ours was running at 20 degrees. We had a freon leak and it was causing the ice maker not to work. Repaired unit and everything works fine.

I have been using plans from several home warranty companies over the past 3 years and OneGuard is the best of them all. They keep it very simple and dont have very complicated language to include and exclude stuff from the contract. Their staff are very responsive and will be able to talk to someone to place a claim at any hour of the day. I will not get a warranty from any other company in the future.

Since we have lived in our home, which is a little over 2 years now our A/C has had its moments when it just suddenly stops blowing cold air, these moments have always seemed to be during the hotter months. Sometimes it will get up to 76-85 degrees inside the house when it is set at 69/70. Occasionally it will only act up for a day or two and self-resolves but when it is persistent we have called upon the professionals to come out and take a look. The first two A/C companies to service our A/C did just that, 'serviced' the unit, did some cleaning, inspections etc, neither one replaced anything or told us anything of warning or concern. One of these companies was from OneGuard, the second was a friend. The third time it started acting up again and breaching 80 degrees inside the house we called OneGuard again, they were very prompt, professional and friendly when they arrived, unfortunately, after less than ~40 minutes poking and prodding around the guy just told me our A/C unit was undersized for our house. He said we needed to get a 5 ton unit (we currently have a 3.5), when I asked if OneGuard would help provide for the cost to replace the unit he just laughed and said, "No ma'am, even if your A/C unit completely stops working next month they will not help with the cost since it will have broken d/t it being undersized and overworked all these years." I was quite shocked, but he was very nice and left me with one hefty qoute for a brand new 5 ton unit. The next day the A/C was working fine again and did so for approximately 7 weeks,. Once again, I came home from work and the house was now 88 degrees inside, it was miserable. I called AngiesList to help me find a local HVAC company that would come 'afterhours'. A gentlemen from a reputable company came and worked on the A/C unit for atleast an hour, back and forth, inside and outside. When he was done he said it was just a short in the connection, that's why the problem is intermittent and not constant. I immediately felt the relief when the cold air started blowing again. I asked him his opinion about the unit being undersized and he said, "Well, to determine that exactly I would need to run several tests but if the unit easily gets to 69 degrees during the hot summer months then your A/C unit is not undersized." Thank goodness I called the right company this last time, or else I could be spending several thousand dollars on a new A/C unit I didn't even need, and worst part is, OneGuard would probably have nothng to do with it. I can't help but think this is all a scam. I will be canceling my membership this month.

Great- got a call for them to come out next day. I pushed off a few days.... They diagnosed on Tuesday, replaced in Thursday. Works great now!

We bought a home and with the help of our Realtor, we decided to buy this Home Warranty. After moving into our new home, we have had repeated plumbing issues. OneGuard has sent out the same company multiple times to resolve these issues. To this date, only one of the issues has been resolved. When I have called the company to speak to their staff, they are very unprofessional. The representatives are not versed on the terminology of home issues (i.e. plumbing terms, etc.). One representative didn't know what a french drain was and began to become irritated. Today, another representative chastised me for not calling them soon enough to let them know an issue was not resolved from the plumbers that they sent to our house 3 times. She then seemed to laugh at my expense. The onus should not be on the customer who is PAYING to ensure that the issues get resolved. A phone call to the customer (especially to those who have had repeated issues with a contractor that One Guard keeps sending) would be appreciated. They need to consider that their customers will not continue to look to them to resolve problems that have repeatedly been unable to solve. We will NOT renew our contract and we WOULD NOT RECOMMEND this company to others. Caveat emptor! Buyer beware!

I initially requested service through OneGuard due to my downstairs A/C unit failing to cool my home May 2015. I have a separate unit for upstairs and downstairs.The upstairs system was working fine at this time. On 5/27/15 OneGuard dispatched Speedy Electric & A/C to my home to make the necessary repair. The vendor inspected the external units (upstairs and downstairs unit), performed a complete leak test, and quickly assessed the solution. The service rep positively acknowledged my upkeep of the air filters for both units. He did find that the system had a leak so the vendor added leak sealant to the coolant recharge to hopefully extend the retention of the Freon. The service was completed on 5/27/15 and both systems were working upon his departure. On 6/13/15 I requested another service visit through OneGuard for my upstairs unit's failure to cool. Speedy Electric and A/C sent a service representative to my home on Thursday, 6/17/15 at ~9:30 am. Upon the service rep's entrance to my home a new "accusatory" attitude was noticed immediately. Prior to servicing the A/C it now turned into a direct investigation. The reps had phone cameras taking pictures of the same areas inspected by the prior service rep in May. The rep and his assistant took photos of my air filters, upstairs air-handler, condenser, and heat pump units prior to any action being performed. The rep now contradicted what the earlier rep identified as "good maintenance" of air filters as "dirty filters" requiring replacement (contradictory of the within expiration date written on the filter). The rep identified an oil and coolant leak of the upstairs heat pump unit and possible compressor failure. He was ill advised to prescribe a resolution at the time so he had to refer to a senior service technician who would show later that day. The senior service technician arrived later that afternoon to assess the situation. He stated that the compressor which had been replaced years ago had not been secured properly which caused it to vibrate. This vibration caused the compressor to move and bend the condenser coil. The coil bent which subsequently caused the leak and compressor failure. The senior representative from Speedy Electric and A/C stated that he would have to receive direction from OneGuard on whether to take any further action. On Friday, 6/19/15 10:46 am Joshua Jolley (Authorization Specialist) of OneGuard called to inform me that because the loose bolts on the compressor were an indication of improper installation prior to my OneGuard policy, it would not be covered and I would be responsible for all further repairs. I identified two facts to the OneGuard rep; the leak issues were identified upon the first visit by Speedy Electric and A/C on 5/27/15 and second my warranty plan had the additional 'Undetectable Pre-Existing Conditions Coverage.' Joshua persisted to tell me for over 30 minutes that I was wrong about the service reps having any knowledge of the leaks until he found the service invoice of May 27th listing the observation and failed to apologize to me for insinuating that I lied. He then passed fault upon Speedy Electric and A/C for not addressing the issue upon their initial visit. As an obvious attempt of "defensive posturing" he continued to stand by a fine clause that 'Undetectable Pre-Existing Condition' weighed in the benefit of OneGuard not the consumer for final interpretation. When I asked to speak with a manager he had a Team Lead, Amy Simon contact me to repeat the same information but in a more "customer friendly" tone. No payment assistance, apology for false reporting, or supplemental offers were granted. It was very clear that OneGuard was making a calculated decision to choose what services that they would cover even when outlined in a service contract. Any or all repairs could be deemed a 'Pre-Existing Condition' from the technical viewpoint of the vendor and any ambiguity to it's definition would weigh in favor of OneGuard, not the consumer. I asked Amy and Josh directly if this situation occurred to them directly would they accept the response provided by OneGuard as they ask the same as I? I was met by silence and deflection on both occasions. I was told by Amy that I would receive a call from the vendor to outline a description of total cost this past Saturday. OneGuard would not provide any discount or supplement cost for future A/C repairs. I did not receive a call this weekend but I am assured that as long as my last payment cleared from my bank account to OneGuard that my A/C issue is no longer in their thoughts. Lately I have noticed a growing trend of home warranty companies doing far less in service but asking so much more from the consumer in monthly fees and service visits. I selected OneGuard not due to price (one of the highest prices among competitors on Angie's List) but what I thought was a more transparent contract coverage. Unfortunately their business is to take from the consumer as much as possible with very minimal return. I would caution all seeking residential home warranty coverage to consider how much they're spending monthly and if that amount justifies the savings of negotiating a fair rate for repair directly themselves. I felt only my money was accepted by OneGuard, not my service requests. My family is still without a working A/C with no further effort or communication from OneGuard.

Refusing to pay for a new evaporator coil for my A/C. I may as well not even have a home warranty!

Everything went well. They are an attentive company. I appreciate their efforts to do their best to serve their customers.

We called on a Sunday of a holiday weekend to let one guard know our water heater was leaking. Surprisingly a customer service rep answered their phone. Even more surprising they sent a plumber out on a Sunday to disconnect the water heater!

I have two units. One was working fine and the other was having some problems. One Guard set-up the inspections for both units. They told me what to expect and were accurate with the pricing. There no hidden cost and both units were inspected. The one with a problem was fixed. There were no surprise problems with the units. This was the first time I've used my One Guard Warranty. If service continues to be this good they will be my warranty company as long as own my house.

One Guard sent out a great company, Ace Appliance Repair, as my icemaker had stopped working and the freezer compartment was not freezing as well as it should. My contractor had to come out several times due to various things to try to fix. At this point I am working with One Guard to see about totally replacing my refrigerator as my contractor explained to them that merely replacing the ice maker, fixing the water valve, replacing the compressor might still not fix the refrigerator. I have never had other companies be willing to replace an appliance or AC unit...even when it was obvious that was what was needed. I would tell (and I have) anyone to use One Guard and to get the Ultimate package which covers just about everything.. And whenever I have talked to anyone in their customer service department they have been the absolute best!