OneGuard Home Warranties

I called One Guard because my washer broke down. I call instead of using the internet because of identity theft issues from the past. I enjoy working with One Guard because I can call and receive the same timely and professional help whether I call them or use the online service. The lady was so helpful and nice when I described my problem with the washer and the strange sound it was making. She had the order setup within a couple of minutes. The repair company called within 1 hour and we scheduled an appointment for the next day. It is a relief to have a home warranty company to contact anytime of day or night for help and actually receive the help instantly. The repairman showed up on time with a smile! He diagnosed the problem with my washer in about 19 seconds and confirmed it within 2 minutes. He contacted the necessary people and received the necessary ok's within a few minutes. He went to his truck and returned with the needed part. He actually showed up with parts and ready to fix anything. What a relief! When he pulled my washer apart, he was very gentle and did not scratch any of the panels. He set them gently aside and on towels or mats (we both provided) so there would be no scratches. When he finished fixing the problem, he put the panels together and mopped up my floor. My laundry room floor was cleaner when he left than when he arrived. He was professional yet personable the entire time. He completed everything necessary in about an hour. I am still impressed and in awe with the entire process. Thank you!!!

I chose this company due in large part to the positive reviews on Angie's List. BAD decision! I paid over $700 for their best policy which included a pre-existing rider. I wanted the peace of mind to know that in case of an emergency I would have a company behind me to help. Ugh, was I stupid. On the 1st day of coverage (07/19/14) I logged on to their website to report a leaky toilet and non-functioning (upstairs) a.c. I stated honestly that both problems started a couple of days before. I received an email 2 days later stating my service requests had been cancelled because the problems began before my policy was in effect. I called their service center to ask about the pre-existing condition rider. I told the Rep that the problems had not happened when I purchased the policy, but days after. By definition, that is pre-existing. She said, "It would only be a pre-existing condition if you didn't know about it." What kind of sense does THAT make? It was at this time I realized that spending the extra money for that rider was a big mistake. I told this Rep. that it was only my toilet that was the problem since our a.c. was working after all. I told her the a.c. breaker had been tripped and once my husband tested it again, we had working a.c. Oh, and it took 3 emails and calls to get reimbursed for the two $69 fees they charged me for the now cancelled service calls. Almost 1 full month later I requested a service call on what I believed was the upstairs a.c. unit again. I say "believe" because I was awakened early that day when our a.c. unit began and it sounded like it was laboring. I didn't know if it was the upstairs or down, just knew something sounded "not right". After a brief phone-tag with their company I spoke to a different Rep. who stated they would not be sending anyone out to our residence for the problem because they had a note in my account that stated our upstairs unit was broken. I was told I would need to pay for an a.c. repairman to verify it was working prior to this call or give them a repair statement. I was dumb-founded. Not only had I not been told such a limitation was put on my policy, but the manner in which this was reported to me was robotic and rude. I insisted on a service repairman to check our a.c. since I paid for the policy and I wanted someone to come out to see why it was making a noise that was not normal to the usual function of the system. I told her repeatedly that our unit was working, just didn't sound right. This was in the middle of summer. Of course we wouldn't be able to function in San Antonio with no working a.c.! I received a call immediately from the a.c. company. At least they had good customer service. It was arranged that the service call would be 3 days later (when I was able to take the afternoon off). When the repair team arrived I explained the groaning noise which had happened each day since I had called earlier in the week. They checked the unit and it was at this time we discovered the upstairs unit had stopped working. When, I don't know. They said they would put in an order to get the broken part replaced. I was not told which part was broken. Since this was Friday we had to suffer the whole weekend in 100+ degree So. Texas heat. I finally called the San Antonio Rep listed on their website after waiting a week with no response! Sharon Lopez was very polite (the only one in their company, evidently) and apologized for the delay. She assured me she would get my latest $69 service fee reimbursed and find out what was happening. When I told her how rude the Rep was I had spoken to she replied that they usually speak to servicemen all day. Evidently that gives them a pass to treat their customers poorly? We waited and sweated for several more days. We had to camp in our living and family rooms since it was well over 90 degrees in the upstairs bedrooms this whole time. I finally got a voice mail message from yet another robotic voice stating the repair would not be done. They repeated the same thing about our unit not working since July. No apology for the late reply, by the way. I called Ms Lopez again and she said she would get our fee returned but that was all she could do. I was so exhausted from this whole situation, but thought I would try 1 more time to find a supervisor to get this whole awful event rectified. At this point my husband got involved because my work schedule could not afford me to spend more time tracking someone down to either get the repair done or reimburse me the cost of our policy. My husband played his own game of phone tag only to be told that the Sales department would be issuing us a refund. NO apology! I finally received the refund check on October 1. Mind you, I had to call them again to find out what was taking so long. The last Rep stated, "It was mailed 9/24. If you don't receive it in 2 weeks, call us back." By this time, nothing they could say would surprise me. Not even saying that the mail from Arizona would take 2 or more weeks to arrive in Texas. So, it took 50 DAYS from the time of that cancelled service call to get my money back!! If anyone is considering this company because of their reputation, I would strongly suggest choosing another company. The response time, the downright rude manner in which I was spoken to and treated (except by Ms. Lopez) was shameful and wrong. I have no idea if warranty companies in general are like this but I will probably never sign up with one again.

well things went well one call does it all give a call to arms one guard home warranty company. They said that they would have a company call us this afternoon in that they did send a young man out here took him about two hours everything was done. Super service. He saved the day. It's very hard to find some people to do the work and have such a great attitude.

Best home warranty experience! I've had a few different companies for warranty, but the timely response, courtesy and willing to do whatever it took to fix our non working oven that day was the best. We didn't have the typical..."well, looks like a part will be needed, it will be a couple of weeks before we can get back out " Michael, our repair professional was very knowledgable and friendly, even took time to show and explain things. Never looked for"excuses" to not help us! Shelly and Doug Keller

I'm not typically review writer, but the abysmal service I have received through One Guard must be shared. My wife and I purchased what we thought was a great home warranty from a great provider. We had a refrigerator repair request that we put in for on 4/16/14. It wasn't completely repaired until 8/6/14. After sending two inept repairmen to my home I paid another trade service fee just to get a different company to come to my home. We literally soaked up water from underneath our refrigerator for four months waiting on One Guard and their contracted partners to provide service. In July we placed a service call for our pool piping which I observed looked deformed in some places. They had a gentleman come out two different times (after paying two different trade service fees) and render two different opinions on why the swelling of the pipes had occurred. He initially said that the water feature pump valve was left open with no water flow causing the pipes to swell. The next time he came out he stated that the pipes had frozen due to ice. That's interesting because we purchased the home in March and live in Dallas, TX. The pipes didn't freeze in March. One Guard assured me they would resolve my matter and couldn't believe it took four months to resolve the issue with the refrigerator. Of course today I received an email (not a call as promised) stating that a second opinion had been received and the pipes had swollen because the water pump had not been maintained with proper water level. Keep in mind that my wife and I use a pool service to clean our pool and have never altered the pump timers as they are computerized and on timers. We've literally never touched the pool pump equipment. We know nothing about it. I have receipts where we have paid a service since the week we moved in. They have never touched the waterfall pump on/off switch. Needless to say it is evident that the One Guard plan covering "Pre-Exsisting" conditions isn't worth the paper it's printed on. This company provides lack luster customer service and even poorer repair work. I still believe warranties can be a good value, but go elsewhere if you don't want to be taken for a ride. Update 3/26/15: I see that One Guard responded as they always do in attempt to save face. Are you all really using the excuse that I didn't contact the repair center back and thus it's my fault? Yes, I decided to let the water leak over my hardwood floors from April - August! That's exactly what I did because that makes perfect sense. As far as the pool pump, it is obvious that this was a pre-existing condition which supposedly was covered under the contract I purchased, but they wiggled/squirmed their way out of that as well. I doubt the pool pump froze between the spring and summer, when I filed the claim :) The simple fact is this. I love nothing more than to write glowing reviews of companies that deliver what they promise. You aren't such a company and really speak to the heart of why many consumer advocates deem home warranties to be complete rip-offs. I would also like to thank you for the letter I received before my contract ended saying you would be unable to renew it. It's amazing that I got penalized for opening up a new claim since the previous claims were mysteriously closed as "fixed". Do better and you won't have to PR your poor customer service and even poorer product.

The service was great! The customer care representative was very helpful and created a work order for us, and the contractor called right away to schedule service. The contractor was very professional, showed up completely prepared, and efficiently replaced the water heater. The entire process was very smooth. Thank you OneGuard!

Please avoid them at all cost!! That's my suggestion. I had a water leak somewhere in my upstairs Master Bathroom. I said somewhere because i didn't know where the water is coming from. My kitchen ceiling came down from it and also wall, insulation, kitchen cabinet was damaged. That happened about a week ago. Finally i got a resolution from them yesterday saying this leak is not covered because this didn't happen from normal wear and tear. Now let me go back to very first day when that happened. One Guard sent one plumber and i guess he gave them some sort of estimate to fix it. I was told this guy is asking for too much money so we are contacting different contractor. Two days later i had an appointment with different plumber and finally he cancelled the appointment on them saying they can not do it. Then One Guard hired someone else to inspect this. By this time i was loosing valuable time. Unless the leak is taken care of i can't fix anything and the house was in the market for rental. In the mean time i hired some other guy to find the leak. Because as you might already know finding the leak is not covered. To find the leak my guy had to cut bathroom vanity and the wall behind it and he also had to break couple of angle brackets to bring the cabinet out. There was not relation between this broken bracket and the leak. Finally the third plumber came yesterday and based on three things mentioned below, he concluded this is not covered: 1. Angle bracket was broken. Somehow he linked this broken angle bracket with the leak which is completely wrong. 2. There was a metal clam around the copper pipe and someone hammered that clam inside the copper pipe. To me this is ridiculous. I lived in this house for 2 and half years and moved out two weeks back. Nothing was wrong them. May be that clam was there from the very beginning. But one thing for sure nobody hammered that in to the pipe. This is childish. 3. There are other people came before us who concluded the same thing. This is also ridiculous. The first plumber thought the leak was near the bath tub without even opening the cover. The second guy never came inside the house. Now One Guard is not going to cover it. My question to all of you if this is not normal wear and tear then what exactly is normal wear and tear? May be the house moved little bit forcing the clam came on the pipe hard. One thing is for sure there was no leak when i was living there for 2 and half years and no one hammered this clam to the pipe. Why someone would do that? This people are FRAUD!!!! Be aware. Pay little bit more and go with someone else. Thanks.

On July 25th, I initiated a service call for a leak in the kitchen that prevented me from using the kitchen. At the time I had a house full of guests. I specifically asked the OneGuard rep if she could get someone out that day. To her credit she went back to her list of contractors to find one that could get out that day and took my $59 via credit card. The chosen contractor didn't call me until late that afternoon to tell me they couldn't make it until Monday. So I fixed it myself with a temporary fix from HomeDepot and waited for the contractor on Monday. He shows up looks at what I did and tells me that what he would do and leaves. Keep in mind this is a temporary fix that patched the leak. I called OneGuard and request a refund of the $59 or reimbursement for the part from HomeDepot. The rep refused. I told her I would initiate a charge back with the CC Company if a compromise could not be reached. She was adamant that OneGuard would neither refund the $59 or reimburse me. The charge back was initiated and through numerous phone calls over the next several weeks every OneGuard rep was consistent in their stance same day service is not offered and was not promised and they do not reimburse customers for any parts. I do credit them with excellent and consistent training of their 1st level customer service reps in that regard. Fast forward to early September, I finally speak with a rep who admits mistakes were made by OneGuard and that they would reimburse me for the part and lift the account suspension if I had the CC Company rescind the charge back. Within less than an hour I was on the phone to the CC Company and the $59 was credited back OneGuard within 2 business days. Another 2 weeks go by and OneGuard has still not lifted the suspension and I need AC work done. I contact the same Rep and tell her to hold up her end of the agreement by the following week or I will contact the CC Company to tell them OneGuard has reneged on their end of the agreement. OneGuard's response, they canceled the contract and libeled me in the process. The truth is they were losing money. The water heater went out weeks after moving in and they paid out over $800. With other minor work they were out nearly $1100 on a $750 contract and facing more costs due to the needed AC work. This is per their accounting sent to me in the email cancellation.

It went great. My warranty company took my call and assigned a plumber quickly. The plumber called and scheduled a time to come by. They called to say they were on the way and they showed up in the time frame they said they would. They took one look at my almost 50 year old drain system and determined it would need to be replaced. They got approval from my home warranty company and then came back the next day with the parts they needed and completely replaced a portion of my drainage system. It is working great now and my warranty company covered all of it! I made sure to call and tell the owner of the plumbing company how pleased I was as well. In doing so I found out I can also get over the weekend support from them which I quickly called back OneGuard Home Warranty and let them know. So far I've had AC work done, A dryer repaired. Two different clogged drains over 3 years and a couple of faucets replaced. I'm sure I'm forgetting a few things but my Home Warranty has paid for itself several times over already and I'm on the slightly more expensive premium plan. I will never be without a home warranty going forward!

I contacted the company on a Saturday night when my AC went out. I was told a vendor had been dispatched and would contact me Monday for server. On Monday the original AC vendor told me they could not come out until Tuesday. I had been without AC for two days. I contacted the home warranty company and they got me to another vendor who came out that day and fixed the issue.

Plumber had excellent understanding of the issue and repaired the problem very quickly. This problem had occurred before, but he repaired the faucet and showed me how to prevent the problem from occurring again.

The service man came next day, promptly, finished quick and did a great job.

The process went very quick. Technician took only 5 minutes and seem quite acquainted with this type situation. Made recommendations.

Steve was great. He assessed the problem, advised me what the problem was, advised he was going to get parts, went and got those parts, returned promptly and repaired the AC. He was very punctual, professional, courteous, knowledgeable and friendly.

Was contacted within 4 hrs by repair company to set up appt. Repairman was on time, courteous & knowledgeable. Warranty company replaced microwave with a new one of equal value. All of this was done in one week. Excellent service. Total cost was $59.

The parts are quality and reliable.

It has only been a month or so since the last time we had problems with our AC. And of course this time the AC goes out Saturday night. Filed claim Sunday morning and called in Monday. Prompt and courteous service. It took till Thursday to fix, mainly because we have a top of the line Trane system and it took a while to get the "right" people to determine the problem. Speedy Electric technicians was amazing and made separate trips to get the right parts and still finished Thursday night. It would probably have been more cost effective to replace the whole unit, but, oh well, I am not complaining.

The plumbing and sprinkler repair went extraordinarily well and the problem was resolved with efficiency and professionalism. We had some difficulty specifically with the A/C company, but the A/C problem was resolved completely. One thing that makes OneGuard stand out is that they have a solid working relationship and regular communication with each of their contractors. We were able to work express our difficulty to OneGuard and they helped us resolve the issue. Based on my customer experience with OneGuard and their responsiveness over the past year, I will be with them for a long time and would recommend anyone to do the same.

Steve was very professional and explained everything that he was doing to us and told us how the booster would help the unit over time. He answered all of our questions completely.

My garbage disposal suddenly stopped working and the provider was able to come fix it within one day. It only took a few minutes, and after it was fixed, they specifically explained what the issue was. They were very polite, punctual and professional.

Fantastic.fast response and incredible service... Have never experienced such incredible service .. From first call to final clean up... I am the president of a company where "customer service" is what we stand for and recognize customer service when I see it.... Absolutely the best service ever.... Highly recommend One Guard 1000 per cent...

Very well. The tech was competent, quick, and very thorough.

Excellent. Prompt and efficient services. Courteous and professional!

Nothing but Great experiences so far with Homeguard. Chose Oneguard back in May as part of a home purchase. Amongst a sea of home warranty companies, Oneguard stood out because of competitive pricing and the number of areas/items covered. Just had my first interaction with them since the initial purchase of the warranty. Everything went perfectly, quick response times from all parties involved, great customer service, the provider they sent to do the repairs was Awesome all around. I highly recommend Oneguard.

I called OneGuard, my home warranty provider, to get a plumber out to unclog a toilet. Within an hour, the plumber, which has a B on Anglie's List and two POH nominations, called and set up a time for three days later, which was fine. He arrived a bit early and solved the problem promptly. I've heard terrible stories about home warranty companies, but this one worked beautifully, with no hassles. I'm glad I picked OneGuard, which was ranked highly on Angie's List, instead of one of the ones I was given pamphlets on by my real estate agent. With this experience, I have high hopes that future experiences will continue to be good.