OneGuard Home Warranties

see previous entry.

I told' her that doesn't make sense - how do we know what the problem is if you don't send a repairman to locate the cause of the noise. She insisted it would not be covered, and that is was more than likely coming from the thermostat. She said thermostats aren't covered for noise either. I told her the noise is near the furnace itself, not the thermostat. She said it's not covered and I would still be responsible for the $55.00 service fee if someone showed up, and they would tell me the same thing. Finally, she gave me the phone number for a repair place and told me to call them myself. I hung up vowing not to renew with these people again. This is not the first time their receptionist attempted to perform diagnostics over the phone. Save your money and go elsewhere.

One Guard operator was very professional. Took information and credit card for service fee. Stated she would have a contractor call to set up service. Contractor called within two hours to set up appointment. First available appointment was over two days from time of contractors call. I asked if water heater would be replaced at that appointment. Contractor stated no. He would have to get authorization from One Guard and would then schedule installation. I ask when that would be. Contractor stated Monday or Tuesday, which would have been 6 days from the time I reported the problem. I choose not to go without hot water for 5 or 6 days so I phoned another plumber who will install the unit about 5 hours from my call. Of course I will have to pay for this myself. I then called the One Guard operator who canceled the contractor they offered and credited my service fee back to my credit card. I then stated that I would post a review on Angie's list at which point the operator said she could send another contractor, "some of which carry water heaters on their trucks". I advised I had already contacted another company and would not cancel and hope they could get someone out in a timely manner. I also told her this was the first I had heard of this option.

My garbage disposal was not turning on at all and it was not draining. I called OneGuard and they set me up with a contractor who called within the hour to set up an appointment. When they came by they tried to fix it and when they couldn't they simply replaced it entirely. I still only paid $50 and the entire repair took maybe 40 minutes. From call to service it was maybe 2 days.

I was very pleased with how thorough the representative was. I did not think he would check each appliance and look at the duct work, air conditioning system,plumbing inside and out and every inch of my home. We discussed the possibility of termite andnest control too. My overall experience was fantastic.

the technician said he told me the compressor would not be covered because I had moved the refrigerator the week before, before anyone could look at it and that I had worked on the compressor. One Guard would not return my calls.

Upstairs a/c was struggling to keep up with extreme heat. Called OneGuard and they immediately got back with us. They did not have a company that could/would come out on weekends to our zip code, but offered to pay for hotel if we couldn't bear to sleep in hot house. We called our previous contractor and he came over and charged the unit, which worked for a short time. Second time was about a week later when the unit went completely out. They called a contractor, Republic, who came out on a Saturday, diagnosed the problem, called OneGuard and got immediate approval to replace the coil on Monday, which they did. OneGuard was very professional, sympathetic, and helpful. We've already gotten a great return on our investment! Highly recommend them. We paid $75 on the $1309 coil replacement.

July 2, 2013. I have raised my rating on this to a B as I found their management takes customer satisfaction very seriously. While everyone seems real nice, if you are having a problem with a repair or in my case, scheduling a timely appointment, I'd recommend you ask for the Customer Relations Department. Recently I had a problem with timely service on an A/C repair and within a few days was contacted by their Customer Relations Department. They still sent the technician out but insisted on refunding both my total contract payment of $1032 in addition to the $60 service call fee. While I'd rather not have problems, I've never seen a Home Warranty company that committed to customer satisfaction and I know how to get additional help now, if needed. In the case of this problem, the plumber determined the problem was in part or in whole in the refrigerator after replacing the water line to it. I was impressed that he offered to call OneGuard and let them know. OneGuard contacted me within the hour and assigned an appliance repair company to come out. They also told me that I didn't have to pay a second $59 service fee which was a pleasant surprise. That is where things started to go down hill. The appliance contractor is probably at least 45 minutes away if there is minimal traffic and didn't want to come out for three days. Once they came, they wanted an additional ten days to return and do a five minute repair even though the technician told me the parts were available locally, (to them), and could be gotten in a day or two. I notified OneGuard via e-mail of my concern and received no response. When the Appliance company came out the past Monday morning they brought the wrong part. I waited several hours until mid afternoon to call to see when they would bring the right part out. Having had repeated problems getting the appliance company to answer their phone, let alone even allow me to leave a message, I contacted OneGuard. The lady I talked to from OneGuard seemed to think it wasn't out of the ordinary for them to take as long as they had and show up with the wrong part. I shared with her that on Yellow Pages, their selected repair company had nine straight one-star ratings with a five star being good and that they hadn't had a rating above one star, (the lowest possible), in more than a year. She said she would pass on my concerns to the manager that selects repair companies and said something to the effect that it wasn't unusual to wait two weeks to get something repaired. She said their experience with the repair company was better than I was seeing online. I asked her to contact the company to see when they were coming back out. I had to give her phone numbers I found online since the number she had for them didn't work any better for her than it did for me. After putting me on hold to talk to them, she came back on to tell me that the office hadn't been notified the part was wrong so they hadn't started on getting the right part. She said someone would call me the following day to schedule another appointment. I asked her to follow-up with me too since there had been several problems with this work order. I thought she agreed to do so but to the best of my knowledge, there has been no follow-up by her or OneGuard. The appliance repair company did call me the next day and told me they would be out in two more days to make the repair. Each time they wanted a four hour window. I told her I had to leave by noon on Thursday. She told me she would make sure the technician knew but he says she didn't tell him. He called me today saying he would get here shortly before noon. I told him I needed to leave by noon. He told me he would be here at 11:42 and he only needed five minutes to make the repair. He got here about 11:50 but was done quickly as he said he would be. He seemed polite and competent although he admitted he should have checked the part before driving out here on Monday with the wrong part. The net of all this is my impression of OneGuard is they don't have people close to my area available to make repairs and at least for appliances, they are happy to send out service companies that are slow to come out and have the lowest ratings in the area. In addition, they did not follow-up on my last phone call of three days ago, nor my e-mail of last week, nor my survey complaining about this. When I signed up with OneGuard, I thought they had a better customer service culture than previous companies I had used but based on recent reviews and my latest experience, I may have paid more for a higher level of service I don't think I am getting.

As stated above, I have not had to use their service yet.

We use pool heater regularly. We noticed the pool was getting cold and asked our pool maintenance company (who visits weekly) to adjust. They advised that the heater had caught fire, the control panel burnt and because of the age (12 years old), the model was obsolete and replacement parts virtually impossible to get. Used website to put claim in and OneGuard had one of their suppliers look at the heater. They rejected the claim because the heater was not properly maintained. Their report stated the air intake was full of leaves, causing the unit to not get enough air and that we were missing parts. This in turn caused an air / gas mixture that was too rich and caused a soot buildup which caused a fire in the unit. The report also states that the rollout sensor was missing which is why the unit did not shut off. We had our own analysis completed by our weekly maintenance company and a third party factory representative. (We do not maintain our heater ourself.) There was not enough obstruction to cause an incorrect gas / air mixture and the subsequent fire. Nine of the ten back vents were clear and wrapped in chicken wire; and the two side vents were clear. The unit received sufficient air and the factory representatives agree there is ample airflow to mix with the gas. On the matter of the rollout sensor, any experienced pool company knows the unit will not come on without the sensor being installed. Not only was there a rollout sensor installed, it is the component that turned the unit off because it sensed the fire. Our pool maintenance company had the sensor in their possession which we were wiling to provide to OneGuard. We felt the unit is damaged due to normal wear and tear and the warranty coverage was applicable. We appealed OneGuard's decision to not cover our warranty. Our appeal went to three different people and as high up as a VP for consideration. OneGuard stood by the original assessment not to cover the pool heater. We then cancelled the policy. Though we do not agree with OneGuard's assessment, it is the length of time they took to get to the answer that is offensive. It took approximately one month, numerous phone calls and emails to get resolution. Initially, we would phone and be told someone would get back to us. Never happened. In subsequent calls, we were told someone had called and left a message. Never happened. First email sent to a staff member. No response. Second email sent to VP. Quick response and was told someone would look at it. No one did. Follow up one week later with VP in another email. Finally, got the matter referred to a CSR who called. In the meantime, we didn't use our pool for a month because we had no heater! We give a poor rating due to the lack of responsiveness and the loss of using our pool for one month. We cancelled our policy for this reason AND the fact that we disagreed with their decision. We previously dealt with First American Warranty and had nothing but good dealings with them. We switched to OneGuard in an effort to support a local company. So we will go back to First American and let the money leave Phoenix and support another city.

Overall, the experience has been excellent; by far the best I've ever dealt with! We had a couple claims since we've purchased the home. Every company they've sent out has been excellent, and I've been very pleased.

I chose them because they were highly rated.

Only had a small disagreement with them over the transmitters for the new garage door opener. We had opted for the "premium" warranty which covers "transmitters". They tried to say they would only cover one transmitter. We had a brief discussion with them that it stated "transmitters" not "transmitter" in our contract. They aggreed and had another one delivered to us.

The contractors sent out by OneGuard were excellent. The two problems were addressed. My tenant is now very happy and this makes my life easier. We are now convinced to. use a warranty company for all our rental properties, and OneGuard will definitely be the only warranty company we will use..the cost of the warranty and the small service fee is actually far less expensive than using a property management company.

Mid summer my pool equipment sprung a leak so I called One Guard Home Warranties (formerly Service One Home Warranties) I told them I needed a qualified service provider because my equipment wasn't cheap; I made that very clear and they sent out a service repair provider called Tidy Pools. It took about a week for them to show up after I put in my service request with One Guard. Anyway this provider was obviously inexperience in the warranty companies policies about not working on HVAC systems for pools. He came out and put adhesive around the leak then supposedly told One Guard he had to put a new O ring and the problem was fixed. A few days later I checked and the water was still leaking from my equipment, so I called One Guard back and told them about the problem. Again I asked them to only send qualified persons. They sent this same guy out again and this time he cut the piping to my HVAC system and left it open to air for a week...so I took pictures and called One Guard again, they said they'de get it fixed. The same service guy came out again and he told me he needed a new unit and it would cost about $600, he was supposed to return in two days and instead another week went by. I called One Guard again to complain and Tidy Pools came back (what is this four or five times now); this time instead of replacing the unit that he chopped up, he bypasses my heater/chiller and leaves the HVAC system totally disconnected and inoperable. For the last two to three weeks I have called One Guard and tried to get some answers as to who is going to take responsibility for the botched job and pay for a new heater/chiller for my pool. I spoke with someone in the office named Tina who was supposed to call me back two weeks ago, I decided not to wait on a call from her and called her last week. She said "Did we fix the problem?" I said, "You did fix the leak but you created another whole different problem for me now that you've bypassed and destroyed my heat pump." She then told me, "Well then consider it's fixed. We don't work on HVAC systems, it's your problem now." I told her that her service provider destroyed my heat pump/chiller therefore he and One Guard now own the problem and I was going take this as far as I need to get a satisfactory solution and she told me she would have to go higher up and she would call me back that was 11 days ago so far. This leak cost me double water for the month of July also.I also have had four separate policies with this company for years, there seems to be no customer appreciation. I think I've paid my share in monthly policy dues.

I had a home warranty with One Guard on my rental property for a little over one year. The air conditioner went out, meaning that the temperature in the house would not go below 85 during the day and 80 at night. The company sent out a dubious service tech who said there was nothing wrong and that he was quitting his job the next day any way. I hired my own independent HVAC company, who said that the A/C was shot and parts were not available for the system. I insisted on another service call. Another HVAC technician of questionable quality was sent out. The tech said that the equipment was functional but not optimal. I went to the house myself and found that with the A/C going full blast, the temperature in the house did not go below 82. The outside temperature was only 100 (low for Phoenix in the summer). One Guard refused to take any further action in the matter. In the end, I purchased a new A/C system so that my tenants would not have to live in a hot house (cost = $3,875). I cancelled the warranty. I paid $110 for the two service calls and a $50 administrative service fee. I am a real estate agent and could not in good conscience recommend this company. They were pleasant enough but did not do the job they were paid to do.

A/C needed to be replaced ... refused. Paid for replacement in full out of my own pocket. Stove needed to be repaired ... refused. Paid for a replacement in full out of my own pocket. Water line for refrigerator ice maker ... STILL no answer to my request. Still not repaired. Kitchen faucet ... refused. Paid for repairs out of my own pocket. Wax rings for toilets ... 1 covered and 1 refused. Water heater ... replaced. Garage door opener ... refused. Still not repaired. Misc electrical ... refused. Working on getting things repaired as needed out of my own pocket. Dishwasher needs repair ... refused. Still not repaired. Overall - don't waste your time or money. I've written to Sallie Griffith (Regional Acct Manager - N Texas) and got nothing but snotty replies. I wrote her and told her how dissappointed I was with her crappy customer service skills. I've even written several times to the CEO (from the website) Scott Smith, and gotten nothing but Deleted/Unread replies back. Horrible, horrible company. **Update. I believe Tom's response speaks for itself. Push the blame back on the customer. Never called in ? You all need a better phone system. I most certainly did call in. My roommate and my realtor both are well aware of the calls too. Still want to call me a liar, Tom ?

I've been using them for several years. I have no reason to complain since they've been very responsive and professional.

We this 37 year old house less than 2 months ago. This was the first time I called the Home Warranty company for a repair. My wife plugged an appliance into an outlet. There was a blue spark and the lights in 2 adjacent rooms went out, with the original outlet still working. I submitted an online request and received an Email within an hour or so giving the contractor who would be doing the work. The contractor called me an hour or two after that to get information on our electrical system and we scheduled for the next day. I met him at home and he checked out the breaker box and connections, which all seemed to be fine. After checking for any unseen breaker boxes and other connections, he suspected a broken wire. When he took apart the outlet box there were blue sparks. A wire to the other rooms had broken and was only making occasional contact. He fixed that and restored power to the other rooms. He was here about 2 hours and all I had to pay was the $59 OneGuard co-pay. I'm happy with the response and the service so far. OneGuard is one of the more expensive Warranty companies, but they cover a wider range of problems, including septic, which we have at this house. So far, so good!

My dryer stopped drying and I phoned in my problem. First of all the lady on the other end, very very nice. Which is a plus when its early in the day and me the consumer has an issue. Great customer service. She told me within four hours I would receive a call from the company who would be coming to the house. The guy from Applicance Express very nice and professional. They did have to order a part (which was a bummer), but as soon as it came in they phoned and my dryer works like a charm. I was still able to do laundry while waiting for the part. Very small loads and a couple of air dries. Overall, the whole process was easy and service was excellent. Also the same guy who originally came to the house was the same guy who came back to the house. Very frustrating if you've ever had a company send you two different people and they don't know what the original problem was.

I decided to check this company out because of the overwhelming positive reviews on Angie's List. I checked out their website and read the complete sample contract - they seem to have amazing coverage with the lowest "copay" I've found for a home warranty policy and offer SO MANY other things that you wouldn't think a warranty company would cover (like weed service, winter and spring yard prep, etc.). So I was very disappointed when my zip code showed as a non-covered area. (San Antonio, TX) I decided to call the customer service number listed just to make sure. The rep that I spoke with (Cynthia H) was very pleasant and professional. She said that the zip code came up as not covered but also said that she knew that sometime this month they are supposed to begin servicing San Antonio. She took my phone number and asked if she could call me back after she spoke with management. She actually called back (1-2 hours later) and left a message on my voice mail. She said that management approved for the policy to be processed and begin on my closing. I tried to call her back but got her voice mail - left her a message. When I came in to work this morning there was a message from another rep trying to reach me to process the policy. He was very pleasant sounding and said that I could call back and speak to any rep and just explain that i was approved for policy processing. I planned on calling this afternoon on my lunch, but received a called this morning from Cynthia to process everything. They have been very pro-active thus far and I'm hoping that this wonderful service will continue.

OneGuard HomeWarranties were very prompt when I called them and they responded quickly how many orders that needed to go through, they actually answered them. So the plumbers were able to come back the next day and do the work. They were really good. I don’t have any problems with them and I would continue using them in the future.

The HVAC company they had do the repair was awesome. Showed me the issue. Explained the problem and what was needed to fix it. But they backed away on schedule, since that was all based upon One Guard. Since it was Friday PM, I was told I couldn't get the approval for new unit until Monday (even though temp was near 100). When Monday came around, I was advised it will take some time to work the process and we should be installing by Wednesday. There was some ping pong on who's responsibility it was to do things next (HVAC or One Guard)... I kept the ball rolling... and Vwala... a new air conditioner! This saved me a TON of $$$$$. To that I am entirely grateful to One Guard and will always give them 5 stars. Additionally, they were much faster and easier to work with then their competitors. Sure I was out of air for a few days, but the experience overall was a positive one. I will never use their competitor again. I am telling my real estate agent friends about One Guard and friends. They are awesome!

havent used the services yet. purchased the home warrenty program for my home. judged the fitness of company off past reviews. if i have a chance to use the service i will do so and provide a review of that service. so far i lke the items that are covered by the warrenty that you dont have to pay extra for as on other warrenties that i reviewed.

Signing up went smoothly. I did the quote online and it was processed through the title company. The automated email system set me up pretty quickly. I haven’t had any interaction with them; I haven’t used them yet.