OneGuard Home Warranties

Joined about three months ago: repairs since joining-- Had bg exterminator service by the Company as part of included services--$59fee Each of the call outs below cost $59 each 1. Pool pump leak--was difficult to isolate, company made three trips and worked until they found and corrected it. I was impressed with the vendor and intend to use the for additional pool repairs at my own cost. 2. 21 year old Gas stove top, had a gas valve failure---top of the line GE Monogram. Cooktop stove will be replacing since parts no longer available. Exact unit no longer available. Deciding how to proceed---accept their replacement or ?? No final decision yet 3. 12 ear old 50 gal Water heater sprung a lead. Charged extra 150 for installation and disposal of heater on second floor. Replaced with similar brand, not original brand---after I checked out the replacement brand I was ok with the replacement.

The contractor did a great job of fixing the problem with our pool.

On October 4th, 2013 I called OneGuard intake and reported my pool heater was not working. They sent out a local contractor who over a period of two weeks tried replacing some parts but could not get the heater to work. He told both me and OneGuard the heater needed to be replaced. OneGuard sent another contractor to evaluate and he claimed that the heater was not installed to code and was exposed to the rain. I pointed out that the installers manual indicated the heater should only be installed outside without a cover. I provided a copy of the manual indicating it should be installed four INCHES not four FEET from the wall as the contractor insisted. I provided a copy of the various codes showing it was up to code. Making a very long story short, many phone calls later the contractor visited and told me the heater did not work because of the cold weather and everyone else in the neighborhood using gas to heat their homes. I waited until it was back in the 70s (no one heating homes) and it still did not work. I finally had to threaten OneGuard with complaints to the Texas Dept of Consumer Affairs, BBB, and a lawsuit. They finally replaced the heater. Warm weather back, spa season over, don't need it til next winter. OneGuard was misleading, slow to respond, ignored facts. The contractor who finally replaced the heater said that OneGuard asked him to do his best to find a code violation. My advice: Don't rely on a home warranty. They make money because they do their best not to fulfill their contract. OneGuard was in breach of contract. Evil... UPDATE: OneGuard read this review and called my home on March 24th to find out why I had writtne negative reviews. I had warned them from the start of all this that because of their behavior I would place reviews on Angies List and Yelp. Evidently, Samantha M. at OneGuard did not like this because today she in essence threatened me by saying, "OneGuard will defend its reputation by any means necessary". Sounded to me like a threat. They did, however, for the first time apologize.

We took possession of our home on January 21st, 2014 and a home warranty coverage of our choosing was included as part of the closing. Based on reviews here on Angie's List, we chose to go with OneGuard. All was well until the evening of March 2, 2014 when the furnace on the main floor stopped working. It was a rather new, 7 year old high-end American Standard furnace that had passed inspection. The previous home owner, who was rarely at the house, had paid 10K each for two Heating/AC systems -- one on the main floor and one on the second floor. Figuring it was something simple, we called OneGuard Monday morning and they immediately scheduled someone -- who almost immediately backed-out saying it was too far from his location. They scheduled with a second company, that could not get out for four days -- and that was too long given the temps on the main floor were in the mid-50's and very uncomfortable. So they scheduled a third contractor who came out the following day (Tuesday). He looked at the system and said it was the blower motor and controller -- but the current company he worked for was not able to fix it because it required special tools.. So OneGuard set up an appointment with yet another contractor who shows up on Wednesday -- and he is qualified -- and says the blower motor and controller need to be replaced. Oneguard wanted a, for lack of better explanation, they wanted a second - second opinion, so they make yet another appointment for a different contractor to come out the following day. This guy was so clueless he did not know East from West -- and spent a half hour looking at the wrong system -- the one upstairs that was working okay -- only to tell me it was working and the other contractors were idiots. The joke was on him and he finally did turn around and see the other system, and he came to the same conclusion as the other two - blower motor and controller. So at this point, we are four days into no heat -- and have had more furnace repairmen into our house than we have had other guests in total. OneGuard then becomes a little difficult to deal with. I had reviewed a large number of complaints on other sites about them -- and I was already expecting this reaction from OneGuard. I knew from the other complaints, that if I fixed the problem myself that OneGuard would never reimburse me. I also knew that pushing them or being obstinate was a mistake. I had to stay calm and politely work with them as best possible. They requested the home inspection -- which they already had but we sent it again. The inspection clearly said that the furnace was working as expected -- and all three contractors had indicated that the system was like new and was a top-notch installation job. The inspection did say that the ducts needed to be inspected and cleaned by a professional. Fortunately, I had followed the inspectors recommendations and had a company come out to clean those and the fireplace. However, when they showed up, they checked the system and said it did not need to be cleaned -- and noted that on the receipt. So when OneGuard asked if we had the ducts cleaned -- I dug up the receipt and sent it to them. To be sure, I also sent a copy of the cancelled check, and a link to the company website that details their duct cleaning services. They dragged their feet several more days and finally, on Friday March 14th, they sent the second contractor -- the one who was clearly qualified -- to install a new motor and controller. Obviously, I am satisfied with OneGuard overall. Everyone I dealt with was polite and professional. The delays on their part -- were not acceptable. I do not know if they were hoping I would give up and fix it myself or if there was some drawn out internal process going on -- but they should either fix it immediately, or turn down the request immediately -- so that their customers know where they stand. That is the right thing to do. For someone to wait weeks, or months in some of the cases I read elsewhere, only to be denied, is unethical. If you are buying a house -- get it inspected and follow-up on the inspectors recommendations. If the inspector recommends the heater or whatever appliance needs maintenance, have that done by the seller. If that is not possible, get the OneGuard warranty and immediately pay the $59 to send out a contractor to do the work. Then, if the appliance breaks down -- there will be no question that it was working properly because one of OneGuard's own contractors did the work through OneGuard. If the time comes that you do have a break down -- make sure you have all of your documentation. Be patient but persistent. They DO record all conversations -- do not get upset or say anything to give them reason to claim you are unreasonable. Try to do as much as possible through email -- get the email address of the person in 'Authorizations' that has been assigned your case and use email as much as possible so you have the process documented. Based on my experience -- if you make the effort on your end through home inspections and repairs, document everything, and be patient with OneGuard, even though you should not have to -- they will honor their warranty. Do not expect them to do just because you had a home inspection -- there is more to maintaining your home then that.

Their prices are comparable with others. They seem to be reputable, fair, and reasonable. They were highly rated on Angie’s List and that is why I chose them.

Very responsive and helpful with the close of escrow process. Received great service for changing the locks through Copperstar Security. Horrible experience with the pre-season air conditioning check. First, One Guard was completely misleading in paperwork showing that this was included in the purchase of the policy. I had to pay an extra $59 upon scheduling the A/C inspection. The vendor sent out, Cool Blew HVAC, was terrible. The technician was extremely unprofessional, showing up 60 minutes late and requiring me to provide progressive driving instructions after he got lost (GPS please?). He was very odd and had zero people skills. He opened my expensive 3M filter without asking, and it turned out to be the incorrect size (new home for me!). He was not remorseful at all, even though I explained it would be difficult to exchange for the correct size now that he did that. He walked off with the filter without consulting me, basically stealing the filter. But best of all, while he was there, our building electricity went out for over an hour. I had another vendor in my condo who had to work in the dark. I found out yesterday thru the management company that the Cool Blew tech had caused the building outage, but he never said a word to me while he was there! When I confronted One Guard "customer care advocates" they didn't believe my story, taking the vendor's word for it. In fact, the tech claimed that the electricity was already off when he arrived, and that it must have been my other vendor! It's is abhorrent that One Guard would believe the inept technician, especially since I took him to the rooftop condenser unit via THE ELEVATOR! I couldn't MAKE this stuff up! I am extremely disappointed, after seeing the positive reviews of One Guard on Angieslist, that they are not advocating for their customers and are in the corner of deceitful vendors. I hope this is an anomaly since I'm "stuck" with them for the next year. I understand things happen, but it's how the company responds to issues that makes all the difference.

We recently purchased a new (used) home, and after researching on Angie's List decided on OneGuard. The seller paid for the basic service during closing, and we paid an additional $550 to upgrade for more coverage. Service fee is $59.00 every time. The company is personable, professional, and easy to get a hold of. You talk to a human being within seconds of calling for a service, and they have very high quality service providers pre-selected in my area. While OneGuard is based in Arizona, and I live in Texas, you wouldn't even know it because they know more about quality service providers here than I do! Every call I have made results in OneGuard giving me a recommended local service provider. They contact the provider who calls me to set an appointment. When they show up all I owe is $59 flat. It's awesome! Got the whole house re-keyed within days of moving in. Pest control handled our ant problem right away. I am so glad we found this company and will keep them as long as I can.

I expected a haphazard replacement of a pipe that would last another year or so. But no! OneGuard authorized a replacement of my existing pool filter with the same model/brand and replaced the entire unit. It works great now! Their timeliness was very much appreciated and the professionalism was another pleasant surprise. Everyone from the customer service rep that took my call, to the dispatcher, to the pool contractor. Well done, OneGuard! Thank you!

Their $60 service charge has saved me hundreds if not thousands of dollars on work they have performed on my home. When I had a question about what was covered by the warranty, it was explained to me (sometimes over and over)exactly what was needed. I love them so much, I put a warranty on my rental property, too.

Came out and said they would need to order a part. Two weeks later they arrived with the part but still would not work. Took the microwave and returned about two weeks later. But several features were not functional. So ordered a new part. Two weeks later they returned and installed the part but now I have no exhaust fan. Another part has been ordered and I'm still waiting for it. It's now feb 24 and have had no word or update. Needless to say I have not renewed the contract. I also cola ones to the he company.

I had an issue with the oven not heating. We called OneGuard and they dispatched a local company as soon as they were available. The service was prompt and informative. The company replaced the component once the part came through and all was within warranty, which was a$59 trip charge.

My husband handled the issue, and he says only good things about them. The people they send out are top notch. Believe this was a service call for the furnace.

We signed up for the home maintenance service a few months before we needed it. The technician was on time. The quality of his work was good. He performed the service in a timely manner. I am pleased.

They are wonderful. They even replace my sink faucet! I would recommend them!

They offered me three options and will have it delivered and the old unit hauled away this week. They were great!

I called in to request the service, and the representative guide me through the process, clarified with me the process and expectations, she asked to send the home inspection report, provided the name of the contractor assigned to do my job, the call was done on Saturday 9 am, the contractor contacted me at 9.30 am, and the work was performed from 11.30 am to 1.00 pm very professional.

Repaired refrigerator and ice maker.

Over the years, have made several claims with One Guard. EACH time, their response and servicing contracted company has provided an outstanding resolution of a claim.

Went quite well. the provider was very knowlegeable and helpful.

They are an insurance company that fixes our stuff. We still are using them. They will be sending someone to fix our dishwasher. So far it has been a positive experience. They have taken good care of us and our appliances. They also take care of our pool. They have more services than other companies. The prices are reasonable. I will continue to use them.

I got the locks changed several months ago and everything went smoothly, though it was slightly more expensive than I had anticipated. Then this week, our oven had mot been preheating so OneGuard sent over a contractor who quickly diagnosed and fixed the problem. While we were waiting for the test preheat, the appliance repairman also gave me some advice on a problem I had been having with my washing machine, that I think will help. I guess a Home Warranty provider is judged by the quality of its contractors, and I have been very pleased with both experiences. That is much better than some of the things I have read about other Home Warranty providers, so I consider myself lucky.

Home warranty contractors are honest and professional. Service calls are $59.

We selected One Guard as some of my co-workers had had good experiences with them. They were the highest rated of the warranty companies on Angie's List but that is not saying much. I was hoping that I'd find my experience to be good but I have had disappointing experience after disappointing experience. Contact #1 - Keys changed - mid November 2013 This was the only time we had a good experience with One Guard. The locks were changed and the vendor was good and it was done in a timely fashion. No issues. Contact #2 - Roof leak - November 22, 2013 This was when we found out that nothing on our roof was covered and therefore were on our own to get help with the leak during a rain storm. They provided a recommendation but that company did not get good reviews on Angie's List so I went with another provider who I've written A reviews for (German Roofing). Contact #3 - Oven nonoperational - November 23, 2013 Went to use the oven for the first time to find out it wasn't working. I called One Guard and they did get someone to come out to look at it within 4 days, the day before Thanksgiving. They asked me to provide our inspection report, which I did immediately that day. The appliance company said that we'd need to order a part as the electric board was not functioning and I assumed that we'd be on our way. 10 days went by and One Guard called me to say that they have been trying to get in touch with our inspector about testing the oven. I advised them that the report states that all major appliances were functional except the gas stove as the gas was not on at the home. The gas was later turned on and the stove retested. Another 10 days went by with no word. I called on 12/16 to get an update as Christmas was fast approaching. They said they still needed to get a hold of the inspector. At this point, I told them that he had no incentive to call them back and he'd just refer them to the report. I was told I needed to talk to a particular person and to leave a message. Of course she did not call me back which lead to a second call that same day. The person sent another email to her to try and get her to call me back. I did hear back from her on 12/17 and was told that they need to talk to the inspector. I reiterated that it was ridiculous to think that the inspector would call them back and that I wanted a decision now about whether or not they would cover the claim. She said they would not because the oven did not appear to be tested and therefore it was a pre-existing condition. Of course, I asked how it could be pre-existing when the seller said in good faith that it was operational and when in fact it was not. She still said they would deny the claim due to the no fault clause in the contract, which states it is "intended to cover unknown pre-existing conditions caused by the previous owner. For purposes of determining whether a breakdown was caused by an unknown pre-existing condition, we will accept a state certified home inspection." Bottom line, if it doesn't 100% state in the inspection that it was tested by the inspector and it breaks, they will default to this clause. Typical insurance company! I did go forward with ordering the part from the appliance company, which cost all of $300, on top of the $55 service fee we had already paid. I felt that they were doing an awful lot of stalling and declining for $300. After making a complaint to their head of customer service, I received several follow up calls - one unhelpful (Barbara) and another helpful to a degree (Samantha). Barbara just reiterated what the previous person had said - no fault clause and we need to wait for the inspector otherwise it will be a denial. Samantha called to say she was forwarded my email from the head of customer service and agreed that their communication was poor. She did agree that her company was right about the no fault clause but due to the inconvenience, they are willing to return my service fee and provide us $100 towards the cost of the repair. While I appreciate the sentiment, ultimately I still don't agree with the no fault clause. Our inspector said all major appliances were operational and we have no reason to believe that does not include the oven. Therefore, in my opinion, this insurance is fraudulent because it doesn't actually cover what you need it to cover - when things break due to no fault of your own. Needless to say, I won't expect much from them in the future. In fact, I probably won't even bother. If you do use One Guard, make sure that everything that could possibly break is on the inspection, otherwise, you could be out of luck.

My daughter received a one (1) year One Guard policy at the time the house was purchased to protect against unknown deficiencies. Her first attempt to use the electric furnace resulted in the furnace stopping in the middle of the night. Temperatures were dipping into the 30's. Called One Guard. One Guard sent heating and air repairman out to service unit; discovered a circuit breaker had tripped. Repairman re-set the breaker, furnace started, and repairman left. Circuit breaker tripped again in the middle of the night. Called One Guard again and advised them the circuit breaker kept tripping. One Guard sent an electrician. Electrician advised control panel was very old, main circuit breaker was sparking, and replacement circuit breakers (Zinsco) were going to cost about as much to replace as updating entire panel. Advised the control panel should be replaced. Electrician said he would advise One Guard. Received call from electrician that One Guard had authorized control panel replacement. Received call from One Guard that a second electrician would be sent for a "second" opinion. Second electrician reported control panel breakers were OK. Circuit breaker continued cycling through tripping and re-setting. Outside temperatures continued to dip into the 30's nightly. Called One Guard again about lack of heat. One Guard sent another electrician from the same company sent for the "second" opinion and was again told the circuit breakers were fine. One Guard refused to believe the first electrician sent. After many cold nights in the house, decided to replace the control panel per advice of the first electrician and underwrite the expense out of my own pocket. Hired the first electrician to do the work. New control panel and circuit breakers were installed this past weekend; furnace has run without a problem since installation. Ms. Marquis asked me to forward copies of receipts and documentation surrounding replacement of the control panel. Obtaining certain documentation proved difficult due to holiday absences, prolonging the review process. Once New Year day passed, requested documents were collected and forwarded to One Guard. One Guard reimbursed us for our out of pocket expenses to have the new control panel installed. Ms. Marquis exhibited the highest level of professionalism in her communications with me. She was very responsive in replying to my questions and concerns and always followed-up as promised. While I can't rate One Guard as excellent, due to my initial experience with the company, I can say, due to the involvement of Ms. Marquis, my view of the company, and rating, has moved from "F" (Lousy) to "B" (Good). I believe One Guard, through the contractors they sent to the house, was misled about what repairs were needed. Once I was able to sufficently explain and document the, One Guard proved to be very responsive.

It's freezing here. It doesn't freeze in Austin very often, but of course the one time it does, my heat goes out. As per the usual, when I call OneGuard, I have to go through a whole process where they accuse me of being overdue on bills. This is absurd: I have a credit card number on file with them. They're supposed to charge it when I make a service call. Somehow, however, they always seem to think I haven't. Apparently this happens because I renewed my warranty, and that puts this year on a different account (same number!) as last year. So I had a credit issued for last year which was supposed to be applied to a service call this year, and every support person swears they're applying it this time around, but never actually seems to succeed at it. Sometimes they also accuse me of not paying bills from last year which I paid directly to the service companies they call for me (which is actually one of my payment options). Well, last night's service person didn't understand what I was trying to tell him, so I eventually just paid the money and promised to call back (today, when it was fixed, again). The provider they called to come out came this morning first thing, as promised. He took one look at the HVAC and told me it needed a new inducer fan. He'd be back Monday. What is the purpose of an emergency service call if a repair can't be made that day? I informed the person at OneGuard that my pipes could freeze and that repairs could cost even more. She was unsympathetic. So the biggest problem with dealing with a home warranty company is that no matter how good they are, the service provider owes allegiance to the warranty company, not the customer. They don't care all that much if you're happy or not. I feel like if I called my preferred technician, this would be fixed by now. And the second biggest problem is that OneGuard is getting more expensive for less service. This year, my guesthouse isn't included in the plan, even though it's basically just a bathroom and a bedroom. It's excluded just because it doesn't happen to be directly attached to the house? WHY? It'd make sense if it had its own kitchen, but it's not that kind of guesthouse.