OneGuard Home Warranties

The service requests are submitted through the OneGuard site and then email confirmations are sent to let you know which local company has been assigned to do the work. I was advised the same day which companies were assigned. The requests were submitted on a Sunday and both companies called me back Monday morning to confirm and schedule the appointments. Both companies were on time and did a good job. The service fee is $69 for every request, which is what I paid. However, the price can be more depending on what all you need done.

The savings are nice but that’s not the best part of doing business w/ OneGuard. It’s the peace of mind in knowing I am one phone call away from having a top-level service repair company out in 1 or 2 days to fix my problem. IN addition, I have the comfort in knowing that the repair man isn’t gouging me. Earlier this week my primary AC unit went out on a Sunday. I quickly placed a repair order online. In 2 hours, a repair company called me (on a Sunday!) and apologized that while they could not come out that day, they could come out between 11 and 3 on Monday. True to their word, they were ringing my doorbell at 11:02 AM. Finally, the repairman from Speedy Electric (Josh #14) determined that the capacitor that runs the fan was out and he replaced that part to bring my AC unit back to life. In a different scenario where I don’t have One Guard making sure the repair is appropriate, another repair company could have told me my AC unit was beyond repair. That’s the best part … OneGuard keeps the repair companies honest. I need my stuff fixed, not replaced by brand new units unnecessarily. Respectfully - Steve K. 59 years old

Update: Thank you for your response. OneGuard has not always acted in good faith because there are parts of the claim history associated with the service call that are false and there are expert findings that the system cannot be fully checked which are facts are not being considered by the Authorizations department. I reported these facts on numerous occasions via telephone and email. The main fact is that the HVAC system was only inspected twice and the original contractor did diagnose the problem on the first visit, but never reported it to OneGuard (numerous OneGuard personnel told me that the problem was not reported). Also I did report the diagnosis and the part ordered to fix it, which I have it in writing from the contractor, to OneGuard. The second proof of the problem was reported by myself. It is also evident by the continued scheduled service calls. I called to report the work not being done (heater package not being installed) and that the HVAC still wasn’t working after the attempt to fix it on April 20, 2017 and was told that the work scheduled for May 17, 2017 was also authorized and the problem was acknowledged by OneGuard. Only after the original contractor didn’t call or show on May 17 and I complained to OneGuard, did he call and all of the sudden said that the unit was working and that he had already visited 6-7 times, both which are untrue. The second contractor didn’t find the problem, but explained (in writing and recorded) that the whole system could not be checked at that point, until the fall. So, we did have one diagnosis of failure and one finding that the system could not be checked completely because of high temperatures. These facts should not be disregarded because the contractor didn’t report it and only part of the system checked out ok. I continued to point out these facts and requested a review after May 29th and Authorizations told me that the job was not finished and confirmed the work order open on June 22, 2017, after our warranty expired. Authorizations knew we weren’t renewing our contract on May 22, 2017 before it expired and they told me that the job would need to be finished in the fall and they referenced the second contractor’s findings to prove that. They said it would have to be scheduled closer to when the work would be done and that in the very least, a refund should be worked out. Only until a few weeks ago did I learn that OneGuard was not following through. I sincerely hope these details and clarifications are acknowledged and can help prevent these problems, for OneGuard and for customers, in the future. We had a home warranty with One Guard and had a few good experiences and one major failure that is unfortunately, still hanging over our heads. It turned into a very complicated issue where the contractor they hired did not report to them what he told us, slowed things down and when we reported the problems along the way, they were not looked into by One Guard (even when the repair wasn't authorized). Even though they were scheduled to still come back to do more work and we reported we still had problems, we had to prove our system wasn’t working, to contradict the contractors’ notes. The contractor didn’t show for the next repair and the weather ultimately prevented any further work or checks because it was a heat problem and the outdoor temperatures became too high. One Guard did order a second opinion to check our system, but only part of it could be checked. That part was enough for them, even though the second contractor reported that the whole system cannot be checked until temps are below 70 degrees. It ended up being up to us to try to explain the contractor report. One Guard will only look at the one part that is working. After this our warranty came up for renewal and we did not feel confident in renewing and was told that if there was still a problem found in the second opinion and we didn’t renew, this work would remain open because the problem occurred under warranty. Well, they are not honoring that because they see that part of it is working and that is enough for them, even though one employ confirmed that the work wasn't completed and told us the work order was still open after our renewal was up. We are now told yesterday that he was misinformed. These factors made it hard for us to make our point, but what is most frustrating, is that One Guard hasn’t looked at the facts we had been telling them and they are supposed to protect us! We know that the original part was not fixed and that we still had problems when the weather was warming up. This company did not get our problem fixed and brought in a contractor that may have made it worse. Now, we have to wait until colder temperatures and start all over again, which of course means more cost again as well. One Guard was unprofessional and maybe they just didn't want to honor a claim at the end of the warranty period. If you use them or any warranty company, ask the contractor for a copy of what they are reporting and talk to the authorizations department from the beginning, not customer service.

It was excellent! We have been a customer of One Guard for over 15 years. Their coverage is all inclusive without any "except this". They use excellent outside contractors and their in house customer service team is very sharp.

Very well - have renewed with them for many years and am pleased with the service.

OneGuard promptly replaced it with a new unit. Tina was very timely with communications to us.

DAWN JAEGER OF CUSTOMER RELATIONS GETS THE "A" OneGuard Home Warranty +Service Plans motto is “Our focus is to deliver exceptional customer service and to ensure problems are solved to our customer’s satisfaction.” Initially, my customer service rating – minus 0! For 4 months, I tried resolving a situation in which their contractor performed a separate job that was not authorized by me the homeowner. I placed numerous calls to the company only to be placed on hold sometimes up to 1 hour. The story was the same – No refund and no replacement of the item removed. Four months later, my pursuit paid off! I connected with Dawn Jaeger in Customer Relations. She respectively listened to my complaint, apologized for the inconvenience and let me know to give her time to do some research by calling the contractor and looking at my contract. Approximately two days later, she let me know she had good news. Her research showed I was insured for the item removed and I was to get a refund of the monies paid to the contractor and additional monies for the item removed from my home. Ms. Jaeger took the time to investigate and most importantly, she went the extra mile to deliver the company’s exceptional customer service and ensure problems are solved to (this) customer’s satisfaction. Her rating? 10+

I started using them for two reasons. They were on Angie's List and I got a little price break on the first year. The realtor I was purchasing the home through recommended them. I called them and they called an air conditioning place. They approved for them to come to my house. That company called me and made an appointment with me, at that time it was so hot and a lot of people were having problems with their conditioner. I felt like they were being responsive in a tight market, when you got people calling you all over the place. They came out in 2 days, and they fixed the problem temporarily because he didn't have the right part. He had to order it, so he found a way to repair it and get it going while he ordered the part. Once the part came in, he came back and completely repaired it. If I had not had OneGaurd calling that air conditioning place, I'd probably would had to wait one week. They were so busy and backed up. I payed yearly. It covers everything in my house, the sprinkler system, garage door opener, the air conditioner, furnace, kitchen appliances, the washer and dryer. This a convenience for me to have them do that. They are pleasant to work with and they don't give you any hassle. They start working on the problem as soon as you let them know. That very day they contacted somebody to come out, even of the provider can't come out that day. OneGuard has connected with them and let them know that I need to be on the list. I just wish they were less expensive. I have not compared them to other home warranty companies. I've never had a home warranty company, so what they are charging me could be very well the market price. I'm not saying that I know their price is high or anything, I'm just saying I wish they were a little lower. I didn't have to come up with $1000 to fix the air conditioner right out of the blue suddenly, I could plan for it. They've always been very receptive to my questions, and when I need help. The fee was $880 for the year.

Jerry at One-Guard was great. He responded with alacrity to my emails and kept me posted as to status. All the people I had contact with, both at the warranty office and the contractors, were prompt and polite. The replacement fits perfectly and functions well. My only complaint was that it took almost two weeks to get the replacement, but that may just be how long it takes to work through the process.

Person that I have spoke with was very efficient and knows what she's doing.

AC was not working in 115 degree heat. Repair personal would not arrive for 3 days. Called an AC-heating company and they were here in less that 2 hours. The cost for the repair was less than the deductible at OneGuard. Next was a repair to fix the ice thawing in the ice bin, and then refreezing into a large ball. After 2 months and 6 visits the problem is still not fixed. They even replaced the same circuit board twice (two different repair companies). Don't use this home warranty company.

Couldn't wait that long, and called a professional A/C company, and they were here is less than 2 hours, fixed the problem, and the cost was less that OneGuard's deductible. Don't think they really cared.

Both service providers were prompt & professional.

33 days later and I still don't have a working AC. I found out this company was purchased by American Home Shield aka American NO Shield. In the past 33 days instead of getting me a new exterior unit, OneGuard has put in new Freon, a TX valve, a filter dryer, a compressor, a contactor, a capacitor and now we are waiting on a new fan motor. All of these parts and labor is $3k which is the price of a new outside unit. I involved management. Management was ZERO help. Management just fed me minutiae of the greatness of the company. I was told often that I was the exception. I've been on the phone with several customer service representatives, that had to put me on hold for 5 minutes to read the details of the claim. At no point did any of these customer service representatives state, "I can see you've been without AC for over three weeks now, let me get a supervisor on the line". This tells me that people without AC for weeks at a time in the norm. Their system does not allow for intelligence. Management should have been able to see that a 1993 1.5 ton system was not worth saving. Instead I was told over and over again, "well there are procedures we need to follow". Their procedures created a lose/lose situation for them (it cost more to put in all the new parts) and for me, the home owner, as I suffered through 33 days without AC.

On a Friday afternoon, I discovered water on the floor of the laundry room. After some quick checks on appliances, it was obvious that the leak was coming from within the wall. I called OneGuard. We've had a home warranty with OneGuard for 4 years. We understand that they are a home warranty company and not a home emergency we-need-it-fixed-yesterday company. I will note that when we've had an emergency, such as our hot water heater that failed, the OneGuard contractors went out of their way to handle the problem the same day. As they did on this plumbing leak. The OneGuard rep advised calling the contractor, Pruitt's Plumbing, to see if they could make it out to the house that afternoon. I did, they could, they did. The plumber had to cut through some drywall to to find the source of the leak which was behind a wall in the garage behind the hot water heater. A fitting had developed a hairline crack. He replaced the fitting and advised us to contact our insurance company to take care of the wet drywall and flooring which we did. A timely and totally satisfactory resolution to what was a stressful situation.

I called to request service on a the weekend for a sewer back up in both showers. We were turned down because they don't provide services over the week.

Refused to replace or offer a cash out on a unit that failed four times in two years under continuous coverage with their warranty. Despite paying a premium for their "luxury appliance" coverage which is supposed to assure you get adequate repairs, service or replacement on high end appliances, I got screwed - and four times on the very same issue. refused replacement and or cash out, and took the cheap and least convenient fix every time. And waited four weeks for them to even issue a tech to make the repair.

I utilized OneGuard to service my AC unit in March 17. They company found excessive pressure when hooked up to compressor. Diagnosed with needing a new dryer vent and needed to be recharged with Freon. 3 months later compressor fails. This compressor is 4 years old. I am confident the last service company did something incorrect to cause this relatively new unit to fail. It is Summer and 99 degrees and OneGuard moves at a snails pace. Since the compressor is under manufacturers warranty they spoke with manufacturer and they will get a new compressor to us in 3-5 business days. On top of that the Oneguard policy is so bad that I will end up paying more than OneGuard to have this fixed. OneGuard only pays $15 per pound of refrigerant. The cost is $65 per pound so I stuck with a $700.00 bill and no AC for 10+ days. Due yourself a favor and don't ever use OneGuard. They truly don't care about there customers.

Both OneGuard and their vendor, Intelifix were outright HORRIBLE. AVOID OneGUARD warranties at all cost! It has been 45 days and we are still without a refrigerator. The vendor keeps coming up with different issues but never fixes it. Before it was the control panel, then the compressor, then the rubber lining and then again the compressor - all these reason for the refrigerator to not cool at all. We have repeatedly told them that we need this fixed urgently but their vendor does not respond at all nor does Oneguard return our calls to tell us the update. Plus it takes 50 or so minutes to get to Oneguard's customer service only for the call to get transferred to someone else who just hangs up on you!!

They are a home warranty company. The $63.00 is a for a monthly agreement.

DO NOT USE HOME GUARD!!!!! There sole guard is to collect your premium and not repair what is needed. AVOID AT ALL COST!!!!!!

Tina at One Guard worked with me to ensure that the model ordered had all of the accessories. She was very patient throughout the process.

One Guard had someone out within a few hours and it was fixed!

Issues were resolved quickly and efficiently

On time and clean and courteous Awesome job