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OneGuard

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7.3

Overall Score

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LAST UPDATED: March 1st, 2024

OneGuard Home Warranty was founded in 1990 and is headquartered in Phoenix, Arizona. Currently, the company only services Arizona and Texas. OneGuard offers options for regular homeowners as well as real estate professionals. The company covers system and appliance breakdowns, repairs, and maintenance, and its home care solution covers a wide range of household problems. With coverage on your home's major systems and appliances, you get budget protection and peace of mind.

OneGuard also offers a variety of home services and tune-ups because the company knows the home requires more than just repairs. Its services include but are not limited to carpet cleaning, A/C and heating tune-ups, window cleaning, pest control, and lawn care.

OneGuard was acquired by American Home Shield in 2016.

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The Good

  • Extensive Coverage
  • Plans and Pricing
  • Sample Service Contract Available
  • Options for Real Estate Professionals

Extensive Coverage

OneGuard offers a very impressive list of appliances and systems it covers. Coverage varies dependent on what plan the customers choose, but a full list of items covered are listed below in the FAQ section of this review.

Plans and Pricing

OneGuard's cost is competitive for the industry. For all plans, the fee for a service call is $69.

Sentinel Plan

The Sentinel Plan starts at $379 and covers a decent range of appliances and systems.

Appliances

  • Dishwasher
  • Range/oven/cooktop
  • Built-in microwave
  • Garbage disposal
  • Trash compactor
 

Systems

  • No fault coverage
  • Air conditioning system
  • Heating system
  • Ductwork
  • Plumbing system
  • Water heater
  • Electrical system
  • Ceiling and exhaust fans
  • Central vacuum
  • Garage door opener
  • Sprinkler system and timer
 

The Sentinel Plan also has optional coverage for additional major appliances.

Centurion Plan

The Centurion Plan contains all the coverage of the Sentinel Plan, but for $499, it includes additional features:

  • Preferred upgrade coverage
  • HVAC equipment incompatibility coverage

As with the Sentinel Plan, you can customize your Centurion Plan for additional warranty coverage for pools and spas, guest houses, and so on.

Guardian Plan

The Guardian Plan starts at $599. For this plan, it includes all the features of the Centurion Plan, but the kitchen refrigerator and washer and dryer are included in the base price. Buyers also have the option of including and second washer and dryer and additional built-in refrigerator.

Sample Service Contract Available

OneGuard has sample contracts available for each of its plans. The contracts detail what's covered by their plans, including instances of normal wear and tear that require repair.

Options for Real Estate Professionals

OneGuard works closely with real estate professionals to gain an understanding of what matters most to home buyers. OneGuard Real Estate Home Warranty includes the following services:

  • Re-Key and Garage Remote Reprogram
  • Security System
  • Utility Connection
  • Carpet Cleaning
  • Window Washing
  • Pest Control
  • Lawn Care
  • A/C and Heating Tune-Ups
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The Bad

  • Only Serves Arizona, Nevada, and Texas
  • Customer Service Complaints
  • Cancellation Fee

Only Serves Arizona, Nevada, and Texas

While there are many home warranty companies that only cover a certain geographic area, OneGuard only covers two states. For a company that has been in business since the 90s, it seems odd that it wouldn't cater nationwide yet. There are other companies that have been in business for the fraction of the time and already cover nationwide.

Customer Service Complaints

OneGuard has received some negative comments from customers. Some customers complain that the service provider denied claims which should have been covered. Others complain that the call center workers were not helpful, or the contracted technicians couldn't finish a repair. The large amount of negative feedback could be a deterrent for potential buyers.

Cancellation Fee

OneGuard does charge a $50 fee when the contract is cancelled. Customers can expect a pro-rata refund for their unexpired term. A cancellation request must be received in writing.

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The Bottom Line

OneGuard Home Warranty has a wide array of coverage options for homeowners and real estate professionals. The company also approves 95% of claims, which is a big plus. If you live in Arizona or Texas, consider choosing OneGuard for your home warranty needs. 

However, customer reception appears to be negative. Due to this reason, it might be worth looking into other home warranty companies before choosing the one that's right for you.

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4.4

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2,086 Reviews

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Cherrie Queen Creek, AZ

We've been a one guard customer for years and have had nothing but praise, however, this past year we've had several items replaced. They claimed one service request as being "preexisting" and so it was neither repaired nor replaced. Currently, we have been with an oven for over two months. We have had 5 service calls (I think---there's been a LOT I've lost count). They have replaced the motherboard, two fuses, sent an election to check the fuse box for trouble, and replaced the thermometer. It STILL isn't working. They haven't bothered to even suggest replacement for a new oven (it's a double oven BTW).

2 years ago

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Reply from OneGuard

Dear Cherrie, Thank you for bringing this information to our attention and allowing OneGuard the opportunity to review your situation firsthand. Our top priority is customer satisfaction, and we sincerely regret the frustration. Please be assured a service request has been dispatched to address the electrical and we are closely monitoring the outcome to ensure swift resolution. Thank you again for your consideration and allowing OneGuard the opportunity to serve you. OneGuard Home Warranties

Oct. 22nd, 2021

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Drew Keller, TX

This relates to all warranty companies. Here’s the deal. The short of it is, Put your money in you own account and use it when you need repairs done. Warranty companies will fix your 20 year old HVAC system with band aids til they have to pay for a new system. But the best part is when you do need the replacement you’ll still be paying thousands of dollars for all the code upgrades and all the extras the contractor deems necessary. Example: my Air Conditioner coil needed to be replaced. The warranty company covers the part and labor (about $500-$70 copay). Then I have to pay an additional $1700 for all the code Upgrades and extra items they don’t cover. So after paying about $840 a year for the warranty, I would have saved money by not having to pay for the warranty company for the year. In the past 13 years, paying $60-70 per month for the warranty contract, this amounts to $720-$840 a year. Multiply that for the 13 years I have used them, my total cost is $8320-$10920. I have used them for service for my oven, a couple of ceiling fans, my sprinkler system, and my water heater (out of pocket cost $1300). So do the math, I would have been much better off saving my money in a maintenance account and used it when I had an issue then to pay a warranty company to hire out bottom feeders to fix my stuff. There are many limitations in the contract and many unseen costs that they will not mention because it is from the contractor and not the warranty company. We stayed with one guard for so long because we haven’t had any big issues and it seemed like a good deal. Once we had some bigger issues recently has really put the spotlight on the large drawbacks to using any warranty company.

2 years ago

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Reply from OneGuard

Dear Drew, We would like to offer our personal assistance in the matter. However, we cannot locate a OneGuard service plan under the name provided. May we please ask you to forward the plan number or property address to [email protected]? Thank you for your time and consideration. OneGuard Home Warranties

Apr. 19th, 2021

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Amber F. San Antonio, TX

They sent an electrician out who was supposed to check for several electrical issues I just started having on one side of my house. He didn't check anything other hen the breaker box, an outlet, and exhaust vent. He said that since the ceiling fan lights weren't buzzing right then he had no way to check them but still missed everything else I requested. It seems to me that there is a major problem and he couldn't be bothered to check it out properly. He told me that my laundry exhaust vent probably had a bad motor but had power to the outlet. Then he told them it had been bypassed. Common sense says it wouldn't have power then. Then they said they were told that it had been tampered with and I said no I took pictures of it though which I had shown the electrician. Then they said that because I took pictures of it they wouldn't cover it. I explained that the electrician had lied about everything but they said that to get a 2nd opinion I had to find a company on my own and if they said something different all they would cover would be the trip charge, not even the repair. I looked up the part number from the label on the vent and ordered a new exhaust fan. I plugged it in and it worked just fine. I didn't install it or anything, I plugged it in and flipped the switch and it came on. I called the warranty company back and their response was now I have tampered with it so they still wouldn't cover it. I said that it just proved their contractor lied to them and told me the truth. A supervisor called me back and was supposed to let me know what was going to be done. That was a week ago and I haven't heard anything since. I'm also waiting to hear back about being able to cancel my contract. This is the worst company I could have ever signed up with.

3 years ago

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Reply from OneGuard

Dear Amber F., Thank you for bringing this information to our attention and allowing OneGuard the opportunity to review your situation firsthand. Our top priority is customer satisfaction, and we apologize for your frustration. In your situation, OneGuard confirmed the breakdowns related to the electrical system was not the result of normal wear-and-tear conditions, and coverage was not approved in accordance with the OneGuard service plan. Thank you again for your understanding with respect to coverage and allowing OneGuard the opportunity to provide you with this additional explanation. OneGuard Home Warranties

Jan. 25th, 2021

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Tom Valdez

The worst experience ever with One Guard. Have never been passed around from different sections than with One Guard. Three weeks without an refrigerator ridiculous. They had an excuse for everything, never being able to get a truthful answer. Each section passed the buck and blamed another section for the delay. Their promise to work quickly was a farce. I was never able to talk with someone in charge. I was told I had to contact them by email. I will never recommend One Guard to anyone. I live in a community where people are always looking for home warranty companies. I will warn them about One Guard whenever I can. If I could rate with 0 stars I would. Enough said, not a OneGuard fan. I will post bad One Guard review on Yelp, Google and every review I find.

3 years ago

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D.R. Couch Fort Worth, TX

PLEASE whatever you do, choose another home warranty company. This is coming from a realtor and I have referred and purchased numerous plans with them for my clients. They have poorly performed on several cases for my clients but I was able to resolve it. Now they came for me this time. I had a request in to repair my range which is a luxury brand. After waiting two months I get an email saying they don't have any servicers in their network to service so I should have it repaired on my own. But they sent me a list of about 50 contractors in the area that I COULD NOT USE per them. There was literally no one off their list that could service my range. So I coughed up the $1200 to have it repaired on my own. I cancelled my plan because they have gone so down hill it's ridiculous. They charged me a $50 cancellation fee. Their escalations group NEVER returns my calls and they lie and say they did and left a message. So I have been unable to resolve this with them. They are LIARS! They block you from actually having things covered under you warranty repaired. I am forwarding a complaint to the BBB at this time to get them in line. DO NOT USE THIS COMPANY!

8 months ago

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Nya Berry Las Vegas, NV

I contacted 1 guard and received inaccurate non information from Elle. The call was 36 min and I never received a response to my questions about my toilet replacement. Elle was argumentative and spoke in a condescending manner. I simply wanted to know my options for replacing my toilet with an ADA certified height instead of the standard height. Elle placed me on hold to discuss the matter with the contractor rather than discussing the matter with me the customer. When she returned from talking with the contractor she proceeded to tell me what I wanted and that I was not able to get it

1 year ago

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Reply from OneGuard

Dear Ms. Berry, Thank you for bringing this information to our attention and allowing OneGuard the opportunity to review your service history firsthand. Our top priority is customer satisfaction, and we apologize for the frustration. We have confirmed a check has been processed on your behalf for the toilet replacement. Thank you again for your consideration. OneGuard Home Warranties

Jul. 11th, 2022

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Luther Holland Surprise, AZ

My osmosis system not covered because I did not email a receipt for repair/replacement of water softener that you guys sent me a check because I refused to purchase a 2,500 water softener system and you didn't repair/or replace my water softener. I MAILED MY RECEIPT TO YOUR FIRM BY US POSTAL. NOW I AM LOCKED OUT OF GETTING CERTAIN HOME REPAIRS. JUST PURCHASED A NEW OSMISSOS SYSTEM DUE TO YOUR INABILITY TO ASSIST ME!

1 year ago

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Reply from OneGuard

Dear Mr. Holland, Thank you for bringing this information to our attention and allowing OneGuard the opportunity to review your situation firsthand, and also being so receptive to our conversation. Customer satisfaction is our top priority and to service our valued members as quickly as possible, and we truly regret any frustration. We sincerely hope we have effectively addressed your concerns, and we are always available if we may offer additional assistance. Thank you again for your consideration and allowing OneGuard the opportunity to serve you. OneGuard Home Warranties

Jun. 23rd, 2022

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BETTY L CORMIER Pearland, TX

Had this warranty for over 10 yeas, haven't called for anything in the last 2 years but when my AC went out the beginning of May, it took almost 3 years to have it repaired and I had to purchase a window unit to keep my family cool. Paid almost $1200 for stuff they wouldn't pay. After this contract is over I will not continue to do business with One Guard.

1 year ago

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Reply from OneGuard

Dear Ms. Cormier, Thank you for bringing this information to our attention and allowing OneGuard the opportunity to review your situation firsthand, and also being so receptive to our conversation. Customer satisfaction is our top priority and to service our valued homeowners as quickly as possible, and we truly regret the frustration. We sincerely hope we have effectively addressed your concerns, and we are always available if we may offer additional assistance. Thank you again for your consideration and allowing OneGuard the opportunity to serve you. OneGuard Home Warranties

Jun. 10th, 2022

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Zachery Zybak Tomball, TX

Lack of competent contractors. Currently have a claim in review due to contractor claiming the HVAC unit "working properly" even though the fan was not working. Had to hire a competent company to make repairs and now out of pocket an additional $260 plus OG monthly fee and the service call. OG last contractors also rigged the AC incorrectly as I had found out with a third party company. You get what you pay for with these contract companies.

2 years ago

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Reply from OneGuard

Dear Mr. Zybak, Thank you for bringing this information to our attention and allowing OneGuard the opportunity to review your situation firsthand. Our top priority is customer satisfaction, and we truly regret the frustration. Please note OneGuard covers for breakdowns that become inoperative from normal wear and tear conditions. In your situation, no malfunctions were identified, and coverage was not extended in accordance with the service plan. Thank you again for your consideration and allowing OneGuard to provide this additional explanation. OneGuard Home Warranties

Jun. 8th, 2021

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Charles

One guard needs to monitor their referrals. Runyon electric does not do a good job scheduling. I made all of the scheduling appointments and waited between 5 minutes to 20 minutes for them to answer the phone. It has taken 6 weeks to get my refrigerator repaired. All of our appointments have taken 5 to 7 days to schedule. In my opinion One Guards needs a new electric company for their referrals.

3 years ago

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Reply from OneGuard

Dear Charles, OneGuard is actively searching for your information to review the situation firsthand. However, we cannot locate a OneGuard service plan under the name provided. May we please ask you to forward the contract information to [email protected]? Thank you for your consideration. OneGuard Home Warranties

Sep. 23rd, 2020

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Lee Swan Sugar Land, TX

My furnace stop working...during the coldest time so far this year but I had to wait for 5 days for someone to just come and tell me it wasn't working! Then I was told I would have to wait for you to order me a furnace instead of letting the local HVAC company use one of their furnace...which meant I would go 2 more weeks without heat!!!

1 year ago

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Reply from OneGuard

Dear Ms. Swan, Thank you for bringing this information to our attention and allowing OneGuard the opportunity to review your service history firsthand. Customer satisfaction is our top priority and to service our valued homeowners as quickly as possible, and we apologize for the frustration. We have confirmed that a check was processed for covered repairs at your request and we appreciate your patience throughout the warranty process. Thank you again for allowing OneGuard the opportunity to assist you. OneGuard Home Warranties

Dec. 6th, 2022

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Bhavin Patel

One guard is ok for only fixing small issues (which are covered with their service call fee). For bigger issues, they will show you all the loop holes in the contract and not fix it. I have been with One gurad for 7 years and they are not going to fix the AC problem.

1 year ago

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Reply from OneGuard

Dear Mr. Patel, Thank you for bringing this information to our attention and allowing OneGuard the opportunity to review your service history firsthand. Our top priority is customer satisfaction, and we sincerely regret the frustration. We have confirmed a check has been processed on your behalf for the air conditioning system replacement. Thank you again for your consideration. OneGuard Home Warranties

Jul. 22nd, 2022

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Betty Cormier-Burnette Pearland, TX

Had to wait almost 3 weeks to get my AC Unit repaired and they were trying not to assist me. I have been a customer for over 10 years, a Realtor and haven't used the warranty in 2 years. It appears your company takes the money but don't want to repair anything.

1 year ago

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Reply from OneGuard

Dear Ms. Cormier-Burnette, Thank you for bringing this information to our attention and allowing OneGuard the opportunity to review your situation firsthand, and also being so receptive to our conversation. Customer satisfaction is our top priority and to service our valued homeowners as quickly as possible, and we truly regret the frustration. We sincerely hope we have effectively addressed your concerns, and we are always available if we may offer additional assistance. Thank you again for your consideration and allowing OneGuard the opportunity to serve you. OneGuard Home Warranties

Jun. 2nd, 2022

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George Witz Mesa, AZ

I have waited 3 days for a call back from "my acct. representative " to voice my bad experience with your HVac Waranty service last weekend! I ended up hiring an outside repair service to get my unit repaired and a non working fan motor replaced.

2 years ago

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Reply from OneGuard

Dear Mr. Witz, Thank you for bringing this information to our attention and allowing OneGuard the opportunity to review your situation firsthand, and also being so receptive to our phone call. Our top priority is customer satisfaction, and we sincerely regret the frustration regarding the outcome of your service request. Please note OneGuard confirmed the malfunction you were experiencing was not a covered item, and coverage was not extended in accordance with the service plan. Thank you again for your consideration and allowing OneGuard the opportunity to provide you with this information. OneGuard Home Warranties

Oct. 15th, 2021

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Lisa Patel Cave Creek, AZ

Having a horrible time scheduling for a 2nd opinion. Has been going on for weeks, costing me $50 a day for a temporary a/c unit for my tenant!! I'm about to CANCEL my policy. Still waiting now for part and scheduling. Going on 3 weeks. $650 OOP so far....

2 years ago

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Reply from OneGuard

Dear Ms. Patel, Thank you for bringing this information to our attention and allowing OneGuard the opportunity to review your situation firsthand. Our top priority is customer satisfaction, and we apologize for the frustration. We have confirmed equipment was ordered and we are working closely with the contractor to verify receipt of parts and scheduling of the installation. We will also continue to monitor your situation closely through completion. Thank you again for your consideration and allowing OneGuard the opportunity to provide this information. OneGuard Home Warranties

Aug. 6th, 2021

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Spencer Weaver Cibolo, TX

Beware, even though the contract states they replace items with the same features, they do not. They go by builders standards and not by what they are replacing. Clearly a violation of their own contract, but they just don't care.

2 years ago

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Reply from OneGuard

Dear Mr. Weaver, We would like to offer our personal assistance in the matter. However, we cannot locate a OneGuard service plan under the name provided. May we please ask you to forward the plan number or property address to [email protected]? Thank you for your time and consideration. OneGuard Home Warranties

May. 17th, 2021

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Daniel Bayless

They denied a claim that should have been valid. They then called us to tell us they would send us $200 to cover it, then never sent the check. Another time, used their concierge service. They had blatant conflict of interest with companies they were recommending.

3 years ago

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John JJ Brinkman Scottsdale, AZ

Niquan W went above and beyond my expectations to resolve a prickly situation with a warranty.

3 weeks ago

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Reply from OneGuard

Dear Mr. Brinkman, Thank you for taking the time to write a review and provide important feedback regarding your customer service experiences with OneGuard Home Warranties and Niquan. Customer satisfaction and servicing our valued homeowners as quickly as possible is our top priority, and we sincerely appreciate the feedback and opportunity to assist with all your home warranty and home services needs. We agree! Niquan goes above and beyond, and truly embodies the caliber of service Landmark strives to provide. Thank you again for the opportunity! We truly value your loyal business of 5 years and look forward to serving you again. OneGuard Home Warranties

Mar. 7th, 2024

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Maria A. Castillo Phoenix, AZ

Emergency A/c needs to be fix/repaired ASAP/24hrs not 2 days later and in state of AZ it's considered ER. Also replacing an ceiling fan should be replaced with a new one if the technician couldnt fix it for the first time.

2 years ago

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Reply from OneGuard

Dear Ms. Castillo, Thank you for taking the time to write a review and provide important feedback regarding your customer service experiences with OneGuard Home Warranties. OneGuard strives to make reasonable efforts to initiate service within 48 hours after a service request is made, and we apologize for the frustration. Please know we have confirmed the service request for the ceiling fan was successfully completed. Thank you again for your consideration and allowing OneGuard the opportunity to serve you. OneGuard Home Warranties

Aug. 3rd, 2021

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THXkid Phoenix, AZ

one guard past 2 years is nothing but a scam with any of the techs they call out, oh sure they will cove the item thats bad, but then ALL the techs will also find all the extra's that MUST be done or they wont replace item. Like wiring, hoses, cables, exchange fees, what ever. water heater, sure they cover a water heater, but even if you in and out hoses are in perfect condition, the scam tech in our case AV pluming says oh we need to charge you $450 for new pipes thats about $50 in materials, or they wont install it. Then another $159 to exchange the water heater thats still under warranty that one guard just replaced less than 4 years ago. see this is why all the techs LOVE the one guard warranty, One guard just pays them for the labor at a reduced rate and then the techs make that up by charging YOU the one guard customer in extra hidden fee's that THEY says is required to finish the repair or replacement, great scam these warranties company have going with all the repair techs. Nice game they have going on here, dont believe me, try getting a repair or replacement on any covered item, YOU will have out of pocket costs every time.

1 year ago

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Reply from OneGuard

Dear THXkid, OneGuard would like to review your situation firsthand. However, we cannot locate a OneGuard service plan under the name provided. May we please ask you to forward your name, plan number, and property address to [email protected]? Thank you for your time and consideration. OneGuard Home Warranties

Oct. 28th, 2022

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Darryl Leong Los Angeles, CA

I've been trying to cancel my contract for over 10 days making three phones, sending an email and finally sending a paper letter as they tried to bill another month after all this delay. There is no on line option to cancel, no phone tree choice for cancellation and when talking to a service rep who speaks broken english, all she can do it send a request to the "cancellation department". After 9 days, I get an email from the cancellation department saying that my cancellation is pending and I should contact One guard to complete the cancellation. There is no special phone number to call and when I call in and get the service rep, she knows nothing of the cancellation. Clearly, this company has no ethics or integrity when it comes to honor is contract terms which says that the contract can be terminated at any time.

1 year ago

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Reply from OneGuard

Dear Mr. Leong, Thank you for bringing this information to our attention and allowing OneGuard the opportunity to review your situation firsthand. Our top priority is customer satisfaction, and we sincerely regret the frustration. As requested, OneGuard has canceled your service plan, and we are also available if we may offer additional assistance. Thank you again for your consideration. OneGuard Home Warranties

Oct. 5th, 2022

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Amara Boesch Mesa, AZ

Zero stars! OneGuard is a scam - lying and ducking their way out of replacing our washing machine that exploded one month ago. The explosion also damaged our dryer. Their contractor’s report said that the washer is unfixable and to replace it. OneGuard says that they have on a report that an imbalance load causes the damage, not normal wear and tear, so we need to replace it at our own expense. I never said there was an unbalanced load. The contractor supposedly didn’t. And, the washer never indicated that the load was unbalance - it usually stops and beeps to indicate an unbalanced load. It EXPLODED! Is that not mechanical error that caused damage? It’s been over a month and OneGuard continues to give us the run around and is not resolving the issue. I have a family of seven and we’re spending our weekends washing clothes and linens at a laundromat, which is costing us over $50 a visit. I challenge OneGuard to look at my account and claim and encourage them to get back to us to resolve e this issue.

1 year ago

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Reply from OneGuard

Dear Ms. Boesch, Thank you for bringing this information to our attention and allowing OneGuard the opportunity to review your situation firsthand. Our top priority is customer satisfaction, and we sincerely regret the frustration. We have confirmed that OneGuard has explained coverage, and we are also available if we may offer additional assistance. Thank you again for your consideration. OneGuard Home Warranties

Aug. 11th, 2022

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Precious H. DeSoto, TX

This is the most horrible company ever. This is my second week in triple digit heat in the state of Texas because my 19 year old AC system ran it's course. Last year the contractor that was sent told us that the AC unit was on it's last leg as he did a patch job. This year it finally gave out. One Guard has refused to replace it citing that it has been hail damaged because of a dent on the outside. I got a second opinion from an outside contractor and they said that has nothing to do with the compressor. It is protected by covering so it is impossible for it to be hail damaged. The case was escalated to upper management allegedly after much back and forth. I have still heard nothing. Meanwhile, we are burning up and having headaches because of the immense heat. The customer service agents are very crappy as well. They talk in circles and do not hang up the line so you can rate them. I do not recommend this company to anyone. They just take you're money and cop out when you actually need them. They do not deserve one star!

1 year ago

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Reply from OneGuard

Dear Precious H., Thank you for bringing this information to our attention and allowing OneGuard the opportunity to review your situation firsthand. Customer satisfaction is our top priority and we sincerely apologize for the frustration. Per our conversation, we have arranged for the unit to be reassessed and will continue to monitor your service request to ensure completion. Thank you again for your consideration and allowing OneGuard the opportunity to serve you. OneGuard Home Warranties

Jun. 16th, 2022

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Martin B Shultz Rochelle, VA

Our Hot Water heater leaked. Called Oneguard and I asked for the same company that installed the last one 3.5 years ago. They said the old contractor wasn’t in the system any longer. I found out later that the contractor is still in the system (mis-information #1). Oneguard sent out Call Us Plumbing. Call Us Plumbing said the heater wasn’t under warranty. It actually was under warranty because we had a six year warranty and the heater was only 3 ½ years old. This was confirmed by another contractor (mis-information #2). Call Us Plumbing also said we needed a new pan, vent, gas line, valve etc…. to the tune of $425 out of pocket. None of the items listed needed to be replaced (mis-information #3). I called the plumber and asked him to just replace the water heater. He told me to call Oneguard and discuss the job with them. Oneguard said they don’t have anything to do with the plumbers out of pocket requirements. I called the plumber back and he said he wouldn’t do the job unless he replaced everything. When this was brought to OneGuards attention the rep said he’s not authorized to tell the contractor what parts are needed. I hired a different contractor and he replaced the heater and said I didn’t need the additional parts that Call Us Plumbing quoted. I think Call Us Plumbing just wanted to increase their profit on the job. I believe Oneguard uses a contractor who takes advantage of customers and doesn’t have a process to address the situation or chooses not to address it. Oneguard offered $600 to cash out the claim. I accepted the $600 but they have since lowered the amount by $69 based on an air conditioning claim from 8 months ago. The air conditioning serviceman said he fixed the unit but the unit wasn’t working properly when he left. I called Oneguard the next day and a different serviceman from the same contractor replaced different parts. The original serviceman obviously misdiagnosis the problem and didn’t check to see if the unit worked properly before he left. This is clearly the exact same claim and we should not have been charged an additional service call. This was communicated with Oneguard and I was under the impression that they agreed. They never contacted me again about the claim. I asked to speak to a supervisor at noon on May 27th and the representative said it would take 24-48 hours to receive a call back. I waited 72 hours and called back at least six more times and haven’t got to speak to a supervisor. Three representatives said they don’t have a direct line to a supervisor. One representative said I could wait on the phone for a supervisor (mis-information #4). I waited and the representative came back on the phone and said the supervisor would call me back after we hung up the phone (mis-information #5). I believe the representative just wanted to make me wait then give me some hope before we hung up. I called back and spoke to Ellie, another representative, at 1:00. She tried for 20 minutes to get a supervisor and no one was available. She said my claim was escalated to her manager and I’d receive a call back today (mis-information #6). Ellie said she would handle my call personally and call me every hour or two until the supervisor called me (mis-information #7). Nobody called (mis-information #8). The last person I talked to was Jenny. She said supervisors would call back in the order the calls were received and she couldn’t give me a time frame that I’d get a call back. It’s now 12:00 on June 6th and I haven’t received a call from a supervisor. I’ve been with Oneguard for 9 years. At one time they were a good company. They aren’t any longer. After doing some research I’ve found other companies with much better reviews that cost half as much as Oneguard.

1 year ago

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Reply from OneGuard

Dear Mr. Shultz, Thank you for bringing this information to our attention and allowing OneGuard the opportunity to review your situation firsthand. Our top priority is customer satisfaction, and we sincerely regret any frustration. We have confirmed that OneGuard has explained coverage, and per our conversation, a check has been processed on your behalf for the water heater replacement. Thank you again for your consideration. OneGuard Home Warranties

Jun. 8th, 2022

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Stephany R Dallas, TX

I'm cancelling the policy. It is very unfortunate that I had a window cleaning service at my home and the contractor didn't clean the windows at all. I called on May 6th to report this issue and the OneGuard team said they would call me back but it didn't happen. Today, 10 days after, I called again and they basically told me that there's nothing they can do, they can't send the same contractor back to clean, they can't assign me a different contractor and of course they can't give me a refund. How come me as a customer has to pay $69 to have my windows NOT clean and there's nothing OneGuard can do to solve the issue??? Important to notice that I paid for the following services: Lawn fertilizer Lawn care Air conditioner tune-up Carpet cleaning Window cleaning The only one I've had an issue with is the window cleaning service and no one is able to fix this?

1 year ago

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Reply from OneGuard

Dear Stephany R., We would like to offer our personal assistance in the matter. However, we cannot locate a OneGuard service plan under the name provided. May we please ask you to forward the plan number or property address to [email protected]? Thank you for your time and consideration. OneGuard Home Warranties

May. 17th, 2022

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Cassie Gibson Deer Park, TX

I live in South of Houston Texas. It's hot. My AC went out. It's covered. They send someone out. One guard orders the part realize that part doesn't exist. Orders another part takes two weeks to come in. That part ends up being the wrong part. One guard says they're going to call me and let me know what the plan is. Never do. It is now been 28 days with no AC my house is in the high 80s it rained heavily so now it's hot and humid and every Texas bug has come out including the pterodactyl like Texas sized mosquitoes .To sleep my husband, kids and I have fans on Windows open. Even with screens, they managed to find a way in and we're all covered in bug bites. When you call one guard they say they understand... But do they?

1 year ago

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Reply from OneGuard

Dear Ms. Gibson, Thank you for bringing this information to our attention and allowing OneGuard the opportunity to review your situation firsthand, and also being so receptive to our phone call. Our top priority is customer satisfaction and to service our valued homeowners as quickly as possible, and we sincerely regret the frustration. We have confirmed repairs were successfully completed and cooling has been restored to the home. Thank you again for your consideration and allowing OneGuard the opportunity to serve you. OneGuard Home Warranties

Apr. 29th, 2022

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john truesdell Las Vegas, NV

On 6-17, I called oneguard to file a claim for a leak in my lawn irrigation system. First thing they do is charge the service fee. I was very specific on that call. The calls are recorded. Please retrieve it. I said that I was not interested in finding my own contractor. If they don't/can't handle it, then I DO NOT AUTHORIZE THE CHARGE. I was assured they had a contractor and they would come out. On 6-21 I called to check as I had yet to hear from anyone. I was again assured that I just needed to wait for the contractor. On 6-23, AS I WAS BOARDING A PLANE OVERSEAS, I received an email that read in part "as per our conversation, you are approved to find your own contractor..." NO SUCH CONVERSATION EVER TOOK PLACE. I was able to call again on 6-24. I asked for a manager. I was told one would call me in 24 hours. It is very telling when a company has no process to escalate a call. A manager will call you. Yeah. Sure they will. On 6-29, I called YET AGAIN. and YET AGAIN I asked for a manager. And YET AGAIN the answer is a manager will call you. When????? I am still waiting for the call I was promised LAST WEEK. No one at this company cares. No one at this company will tell you the truth. NO ONE AT ONEGUARD WILL HELP YOU.

1 year ago Edited June 30, 2022

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Reply from OneGuard

Dear Mr. Truesdell, Thank you for bringing this information to our attention and allowing OneGuard the opportunity to review your situation firsthand, and also taking the time to speak with us. Our utmost priority is customer satisfaction, and we sincerely regret the frustration. We have confirmed the heating system repair has been completed, and we await your invoice for the outside repair so that we may review it on your behalf. Thank you again for your consideration. OneGuard Home Warranties

Apr. 30th, 2022

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Alison Stevens Tomball, TX

Horrible customer service. Received a call from Nathaniel before he left for the day & he tried to bully me to believe that OneGuard would not cover a covered A/C repair. Not only that, but he lied on the phone trying to speak for the mechanic stating it was a "pre-existing condition" when he did not have ANY FACT to support that. I immediately called the mechanic who refuted what Nathaniel said. I then called back OneGuard & spoke w/Lori who refused to give me contact info for any decision-maker nor would she provide me with anyone's work email stating, "that is the same as giving a personal cell out" (which it clearly is not). OneGuard does not own up to it's side of the agreement & instead chooses dishonesty over being truthful & reputable...I was shocked at how I was treated.

2 years ago

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Reply from OneGuard

Dear Ms. Stevens, Thank you for bringing this information to our attention and allowing OneGuard the opportunity to review your situation firsthand. Customer satisfaction remains at the forefront of our priorities, and we sincerely apologize for the outcome of your service request. OneGuard has analyzed the contractor’s diagnosis and has confirmed the breakdown you were experiencing was not covered in accordance with the warranty plan. Thank you again for your consideration and allowing OneGuard to provide this information. OneGuard Home Warranties

Jan. 8th, 2022

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Danielle Petty Glendale, AZ

DON'T WASTE YOUR MONEY! This company will do ANYTHING they can to avoid having to cover anything. The purchase of our home came with a two year contract with OneGuard... And quite honestly we would have been better off with out them. Our refrigerator stopped worked... We called OneGuard, paid the service fee, and were then asked for our home inspection as a push back for fixing our system... It took THREE MONTHS to get a new refrigerator and having to call in several times. Next our air conditioner started having issues... We called them out, the technician 'fixed it' ... and 5 days later it stopped working again. I called them back out and they claimed this was a new issue, and therefore needed to pay another service fee.... Here we are, 2 weeks later, and the system has stopped working entirely... I get told that they will be charging another service fee now to come look at it and it may be days before they even get here... Oh and don't bother paying extra for help to cover your pool... WHAT A JOKE! We have a pool guy who comes every month, and my husband maintains it in between.... We had some monsoons, shortly after the pool started leaking DE into the pool... We paid the service fee, they sent out some terribly rude technicians, and then claimed they will not cover anything on the pool due to "improper maintenance care". They never did an inspection on the system when I bought the home, but again will do anything they can to fight having to actually fix anything. I've now spend countless hours on hold with OneGuard and still have no AC and a broken pool. This month alone they charged me close to $500 in service fees and informed us today that they will not be covering anything. They claim the AC is 'too hard to access' and that the pool was 'not maintained properly'... Even though we have a pool guy who comes bi-weekly. Again if you're looking for a home warranty - BE WARNED.

2 years ago

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Reply from OneGuard

Dear Ms. Petty, Thank you for bringing this information to our attention and allowing OneGuard the opportunity to review your service history firsthand. Our top priority is customer satisfaction, and servicing our valued homeowners as quickly as possible, and we sincerely regret the frustration. OneGuard confirmed that access is required to complete repairs to the air conditioning system; however, access is not covered by the warranty. We have also confirmed that the malfunction to the pool filter was not the result of normal wear and tear conditions, and coverage was not extended in accordance with the service plan. Lastly, we have verified that the request for the refrigerator was finalized. Thank you again for your consideration and allowing OneGuard to provide this additional explanation. OneGuard Home Warranties

Aug. 19th, 2021

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Mohd Sharik Houston, TX

Would give them Zero starts if i could. Needed them on 2 separate occaisions over the period of 3 years when my A/C broke. denied repair both times, once dispite having the additional coverage for "Undetectable issues" and submitting invoices showing maintance and repair works within past 2.5 months. Apperantly they only repair/honor the claims if the cost is low, anything major happens and you start hearing about their so called rules that are never mentioned during sign-up or any of the terms & conditions. Feels like I got scammed big time, cancelled the policy and will not go to them again!

2 years ago

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Reply from OneGuard

Dear Mr. Sharik, Thank you for bringing this information to our attention and allowing OneGuard the opportunity to review your situation firsthand, and also being receptive to our call. Our top priority is customer satisfaction, and we truly regret the frustration. OneGuard covers breakdowns that become inoperative from normal wear-and-tear after the effective date of this contract, and coverage was not extended in accordance with the service contract. Thank you again for your consideration and allowing OneGuard to provide this additional explanation. OneGuard Home Warranties

Aug. 6th, 2021

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Dan Sullinger Phoenix, AZ

June 1: service call heat pump making noise no cooling June 3: Qual tech says coil bad Must replace entire unit as its the older R22 and needs to be 410a. June: Oneguard agree's to pay for replacement - Goodman heat pump 14 seer I still must pay the install fee from Qual tech $1225, I agree on that, since Oneguard replacing and paying for the unit. June22: Goodman out of stock on that model, shortage, oneguard will not bump up to seer 16 to see if that is in stock, will try Carrier July 1st(One month) 30 straight days over 105 degree heat: Oneguard Carrier not in stock. July 6th: Model they would pay for, which is NOT a carrier per say but a Payne, that is made by carrier, want to cash out for $1853 option which is $700 under what this DISCONTINUED model sold for. July 7th: Ask if I can wait till they get in stock and by the way if waiting for stock why not the Goodman Heat pump, by the way Carrier has in stock their budget line comfort series 14 seer bottom of the line heat pump in stock, ONEGUARD will not cover that stocked item. So basically these warranty company just buy low in discontinued cheaper as they can find Units, ok thats fine, but if no longer available, Oneguard has to cover something else and by the way its not my fault shortages due to covid, I have been a ONEGUARD customer since 1995 when they were Service One and this is how I being treated, I am not requesting the high end heat pump, but after 5 weeks of temps over 100 degrees and up to 113 suffering in the heat, requiring to buy expensive portable unit so I can live in my house, surely ONEGUARD could find some seer 14 low end, budget heat pump somewhere in the USA, but since that's past their so called expenditure from a DISCONTINUED Heat pump, I am paid to suffer like dog in this heat. Before all this happened I always gave 5 stars to Oneguard they have been super great, actually having other family members buy their policies from me recommending them. Not No more I will tell everyone stay away go somewhere else. I will use this incident as why not to go with ONEGUARD, that's sad cause I have faithfully been with them sine 1995. Should know one thing I only call Oneguard on repairs if its something I can not do myself, so only on bigger items, even though they cover faucets, ceiling fans, termite inspection, garage door springs..etc, these are items I just do myself. So its unusual if I call them out just once/twice a year and many years never call them out. If Oneguard ever does anything to rectify this I will change my ratings and review.

3 years ago

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Reply from OneGuard

Dear Daniel, , Thank you for bringing this information to our attention and allowing OneGuard the opportunity to review your situation firsthand, and for being so receptive to our follow-up call of assistance. Our top priority is your satisfaction and we regret your frustration regarding the air conditioning system that requires replacement. The order for the new packaged heat pump was placed on June 15, and OneGuard is currently awaiting the arrival of the system from the manufacturer. Please note in accordance of the terms of the warranty agreement, OneGuard is responsible for installing equipment that is comparable in features, capacity, and efficiency, and we believe we have achieved this and provided you with the most appropriate replacement offer. In addition, we have informed you of the cash in lieu alternative and option to upgrade to a higher efficient unit for an additional out of pocket expense, to which you have declined. Please know we will continue to monitor your situation closely until positive outcome is achieved, and we are available 24/7, 365 days a year, to answer your questions. Thank you again for the opportunity to serve you and provide this additional explanation. OneGuard Home Warranties

Jul. 9th, 2020

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Donald Flower Mound, TX

Similar problem to others on this site - AC issues. I already took two properties off of their coverage and will remove two more here shortly. I put in a Pre-season tuneup request back in March and I’m currently on hold again (avg wait time is nearly an hour) to talk to someone. And it isn’t a consistent person either. If I have an issue with their warranted service THEY SHOULD BE DRIVING PROBLEM RESOLUTION —- NOT ME !!!! If Oneguard subsequently replies that service is their #1 priority or that they’re sorry about this exception, this isn’t the first time THIS YEAR that I’ve had an issue. Sorry excuse for a warranty company. I’m in the market for a replacement !!!

3 years ago

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Reply from OneGuard

Dear Donald, Thank you for taking the time to write a review and provide OneGuard with feedback, and also for your receptiveness to our call in response to your review. We sincerely regret your displeasure with the outcome of your recent service request for the air conditioning system that was reported to OneGuard as experiencing a breakdown that did not result from normal wear and tear conditions. We constantly strive to advocate for our valued homeowners by addressing their concerns with transparency and taking appropriate actions to rectify service issues. Please be assured we have honored your request and arranged for a second opinion contractor to assess the system, and confirmed that the appointment is scheduled for June 5. In addition, we will continue to monitor your request closely and provide prompt follow up once complete. We are also available 24/7, 365 days a year, to answer any questions you may have, and we are always happy to offer our personal assistance. Thank you again for your consideration and allowing OneGuard the opportunity to serve you. OneGuard Home Warranties

Jun. 5th, 2020

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Brandon Houston, TX

One guard is terrible. Worst customer service. I've had a plumber come twice now in 4 days to fix my water heater. The first time he came he replaced one of the thermostats. The heater still isn't hearing the water up to the correct temperature and we're only getting a small amount of hot water. Not enough to take a shower. The same plumber came out a second time and said the unit needed to be replaced. OneGuard contacted me and explained that since we're getting a little hot water that they wouldn't provide any more service calls for the unit. This is completely unacceptable. I can't wait to get this water heater fixed and cancel my policy. Do not use OneGuard as your home warranty company. Over heard nothing but negative reviews from everyone I know that has used them in there past.

4 years ago

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Reply from OneGuard

Dear Brandon, We would like to review your situation firsthand. However, we cannot locate a OneGuard warranty under the name provided. May we please ask you to forward your name, contract number, or property address to ? Thank you for your consideration. OneGuard Home Warranties

Feb. 13th, 2020

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Andrew Hamman Fort Worth, TX

The only reason that I am giving a one star rating is that there is no lower rating. There is absolutely nothing positive that I will ever say about OneGuard. They are shady operators, who hire sub-par contractors, and then refuse to honor the contract that they have written. Buyer beware, you won't be getting the service or repairs that you are paying for. Here is why... Back in September, I called in because my heat pump system wasn't operating correctly, and I told them that it was low on refrigerant. They sent out a company that only dumped some refrigerant in, without determining why it was low. This company didn't even charge my system correctly. Then in December, I had to call OneGuard again for the same system, because the heat wasn't working. I said that I wanted a different company to come, because I didn't trust the first one to do the job right, and that in addition to finding out why my heat wasn't working, I wanted for a leak check to be performed so that I didn't have to keep calling for the same reason repeatedly. This time they sent out a company (Horizon) who did only a visual leak check. The technician told my wife that there was a leak in the evaporator coil, and that a new air handler was needed. He then went to his office and said that it could be repaired (if so, why didn't he do it while on site?), and OneGuard never called me to tell me that the fix they would perform was a repair. I had to call back to find out what was going on.I told them upon hearing it, that no reputable company will recommend repairing a 15 year old coil, and that I wanted a second opinion. I was told that I could have one, but that if the same information was correct, I would have to pay for the second company, and the first one would do the repair. The third comany (EMS) came out, and the technician went straight to my heat pump. He checked the refrigerant level, which was within tolerances, and noticed that the defrost control was actually missing. My heat pump wasn't functioning correctly because it was freezing up and unable to go into defrost mode. He then checked the evaporator coil, and said that the unit needed to be replaced. It then took over a week to get any response about what was going to be done. The bottom line, according to OneGuard, is that I must accept only a replacement of the air handler, to be done by Horizon (who misdiagnosed and lied), or they will cash me out for what they would pay Horizon. And I would lose any further warranty coverage by them on that unit. They don't want to fix the problem of my heat pump being unable to defrost, and the person I spoke to on the phone wouldn't listen when I said it won't work. He said that the leak repair and freon level being correct would allow the defrost to work properly. It will never work without the defrost control! Don't buy a policy from OneGuard, and don't ever let technicians from Horizon come out to your house, either.

4 years ago

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Reply from OneGuard

Dear Andrew H., Thank you for bringing this information to our attention and allowing OneGuard the opportunity to review your situation firsthand. Our top priority is customer satisfaction and we believe we have acted in good faith in our efforts to serve you, while also upholding the terms of the warranty agreement, and we regret your frustration regarding our efforts of assistance and explanation of coverage for the heating system. Please be assured we have honored your request and processed a cash in lieu check for the air handler replacement. Thank you for allowing OneGuard the opportunity to serve you. OneGuard Home Warranties

Jan. 28th, 2020

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Gena Surprise, AZ

I had OneGuard for over a year, and then cancelled due to the contractor misdiagnosing my air conditioning. The following year I decided to sign-up again. I had a leak in my upstairs masters bath tub. Again the contractor misdiagnosed the issue. The contractor requested I contact my Home Insurance Representative to make path so he could fix the problem, which was located under the tub. Reluctantly I filed a claim with my Home Insurance, which they sent someone out evaluate the problem. The issue ended being a $46 dollar fix. It was a small part located inside the tub (hot) knob which needed to be replaced. That same contractor fixed a small leak in my spare the upstairs bathroom. That wasn't fixed properly. I was so livid and upset that I cancelled my policy AGAIN! So fast forward five months later 2019 I decided to reevaluate my insurances (life/accident insurances, car, home and home warranty). I decided to to sign up with OneGuard AGAIN! Why? I think it was more laziness on my end to do the research. So it was convenient to sign up with OneGuard. Anyways, I signed up and three weeks or so after I signed up I was sweeping my garage and noticed my water heater was leaking. I researched it on YouTube to see if it was something I could fix myself. Then to top it off my mom (80 yrs) who lives with me says to me that the upstairs bathroom sink has a slow leak. I don't use the upstairs bath. So I placed two work orders with OneGuard, with an additional work order to have my carpet cleaned. I scheduled an appointment date with the contractor. The contractor came out looked at the water heater and sink. He then said that he needed to take pictures to send to OneGuard. After his conversation with OneGuard authorization department, the contractor stated to me that OneGuard denied both work orders. I asked why, he then said because they determined that both was preexisting issues. The contractor went on to say because I cancelled my contract and there were gaps prior to signing up again. I explained I cancelled my contract because of their contractor misdiagnosis. The contractor mentioned If I had waited two months and then called in it would had been different. I explained to the contractor that both leaks did not start till last week. So.....I decided to call in the work orders. I could had called in when I had OneGuard 5 months prior. The end result I cancelled again, and will definitely do my due diligence to research a more dependable and creditable home warranty company. I advise you to do the same. The stress, headaches and frustration isn't worth it! Would I recommend OneGuard absolutely not! Again due your research!

4 years ago

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Reply from OneGuard

Dear Gena, Thank you for bringing this information to our attention and allowing OneGuard the opportunity to review your situation in its entirety. Our top priority is your satisfaction, and we sincerely regret the outcome of your service requests that were not covered, due to pre-existing conditions. Please note the effective date of your OneGuard home service plan was November 24, and the first call for service for the water heater and bathroom faucet that were leaking, was on December 7.

In accordance with the terms and conditions of the service plan, OneGuard will repair or replace the contract holder's selected covered items so long as they are in good, safe working order and correctly installed at the premises on the effective date of the warranty. The service contractor that assessed the water heater and bathroom faucet advised OneGuard the leaks on both items predated the effective date of the policy as there were large amounts of calcium build-up.

Please be assured we have honored your request and promptly cancelled the service contract. Thank you again for your past business and allowing OneGuard the opportunity to serve you. OneGuard Home Warranties

Dec. 19th, 2019

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Deb Mesa, AZ

Awful from start to finish. My real estate agent suggested I buy a policy when I bought my house. Since then nothing that has gone wrong has been covered but has cost me 69.00 each time to be told that. It makes me feel like a fool for buying this policy at all. What a waste of my money. The customer service is the worst. I believe they train the agents to be ugly minded. They won’t be honest up front and they are happy to take your money and to send out a tradesman that is only at your home long enough to tell you that the service is not covered and that their price to fix the issue is twice the cost of a regular tradesman’s visit. It’s a rip off. I would never recommend this company specially because the agents on the front end and the ones on the back end that call you after the frustrating service to explain why something isn’t covered are rude and argumentative. I won’t give them another cent. I’ll call my handyman and pay him instead. Don’t waste your money.

4 years ago

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Reply from OneGuard

Dear Deb, We would like to review your situation firsthand. However, we cannot locate a OneGuard warranty under the name provided. May we please ask you to forward your name, contract number, or property address to ? Thank you for your consideration. OneGuard Home Warranties

Nov. 6th, 2019

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S.A. Salamone Little Elm, TX

This company is a typical rip-off. I had this company that was included in the sale from the seller when I purchased my home. Our Bosch dishwasher had a board go bad. Spent the $69 for a tech to come out, find the board was bad. Three days later get told that they can't get the board, so OneGuard has to replace the dishwasher. OneGuard contacts me but won't replace it with a Bosch, just a builder grade that is 1/2 the cost of a Bosch. We have to eat the rest. Next time, we have a water supply line bust. City shuts off water. We have a plumber come out to see what it will take to fix (we have zero water to the house) on a Thursday. Call OneGuard, they say they will have their plumber come out. Told they won't be able to be out until Monday. Tell OG this is unacceptable. They are supposed to call me back. Wait for about 3 hours, still nothing. I call back, OG says it will be next week, I ask how I'm supposed to go three days without water. I tell them I have a plumber that can fix it immediately. They say it has to be theirs, so I'm stuck having to wait? I authorize our plumber to go ahead and fix it so we have water. Receive a call two days later they can get someone out now. I explain that I wasn't going to wait and ask for reimbursement based on what their plumber would have allowed for. I was told, sorry, you didn't wait for our plumber so we don't owe you anything. Any company that expects a family to go 3 days without water in August is a joke. What a rip-off. Glad to be done with them and with another company that actually has concerns for their customers well being.

4 years ago

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Reply from OneGuard

Dear S.A. Salamone, Thank you for bringing this information to our attention and allowing OneGuard the opportunity to review your situation firsthand. Our top priority is your satisfaction and we sincerely regret your displeasure. Please note when issuing a replacement offer, OneGuard is responsible for installing equipment comparable in features, capacity, and efficiency, and is not responsible for matching identical colors, brands and dimensions, or any features that do not contribute to the primary function of the covered system or appliance. We have confirmed that a comparable GE dishwasher was offered, as well as pricing for an upgraded Bosch unit, and you selected the cash in lieu option to replace the dishwasher outside of the service plan. With respect to the plumbing request, OneGuard defines emergencies as any condition that makes the home uninhabitable, such as interior flooding, complete loss of heat or cooling in extreme temperatures or substantial loss of electrical service. OneGuard will also make all efforts to expedite service. We confirmed that the representative you spoke with on September 13, located sooner service for you for September 14. However, repairs were already completed outside the service agreement. Thank you again for your consideration and allowing OneGuard the opportunity to provide you with this additional explanation. We sincerely hope it helps. OneGuard Home Warranties

Nov. 1st, 2019

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Tiffany Hill Houston, TX

If I could rate a 0 I would. I live in Houston Texas. My AC went out at the end of July. Their contractor came out Sunday. I didn't get a response until the following Thursday denying repairs because the contractor claimed that my filter was dirty causing my evaporator coil to leak. After fighting with one guard for about another week they sent another company out for a 2nd opinion. This company disagreed with the first & confirmed the leak was due to normal wear & tear. However One guard stated I'd still have to pay an additional $330 but they would comp $100 for my inconvenience. It took another week for the repairs to be done (this past Friday 8/16/19). The day after the repairs, Saturday 8/17/19 when I got home my AC unit would not come on. One Guard said they couldn't get someone out until Monday. They're the worst save your money & the headaches should something go wrong.

4 years ago

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Reply from OneGuard

Dear Ms. Hill, Thank you for bringing this information to our attention and allowing OneGuard the opportunity to review your situation firsthand and being so receptive to our follow-up efforts of assistance. Our top priority is always your satisfaction and we sincerely apologize for your frustration regarding your service experience for the air conditioning system. Please know we have been working diligently with the second opinion service contractor to provide the positive resolution you deserve. We have confirmed that additional repairs were completed on August 19, 2019, and the system was cooling upon departure. We truly appreciate your patience and understanding during this process and hope to restore your confidence in the wonderful services OneGuard has to offer. Thank you again for your consideration. OneGuard Home Warranties

Aug. 22nd, 2019

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Nicole Allen, TX

This company deserves zero stars - but that was not an option. We have been with this company for over eight years & had to cancel as air conditioner was not working & they refused to have it repaired. They always try to get out of things, always making up excuses as to why they decided not to repair broken item that is stated is covered in the contract. This time it was the condenser that simply needed replaced, but they said no they will not due that again then making up an additional excuse that the coils were dirty & would not cover the part since the coils were dirty. Then they said well you need a new A/C which we are also not going to cover because the coils are dirty. Therefore asked for the remaining balance of the contract as I pay per year, and as usual came up with an excuse that we are not going to pay you for the months that you have already paid because you owe us for the cost of claims, not true I have paid all my service fees I said, they then said oh this is something different. Lie not true, I'm only liable for the service fee per the contract which they confirmed has been paid. *WARNING - THIS COMPANY PRACTICES DECEITFUL SERVICES*

4 years ago

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Reply from OneGuard

Dear Nicole, Thank you for bringing this information to our attention and allowing OneGuard the opportunity to review and clarify your situation firsthand. Your satisfaction is always our top priority and we apologize for your frustration regarding the outcome of the service request for the air conditioning system that was not approved due to the breakdown that did not result from normal wear and tear conditions. Upon analyzing the system, the contractor’s professional assessment determined that the impacted condenser coils directly contributed to the breakdown of the compressor. It is our sincerest intent to operate in good faith in our efforts to serve you and within the parameters of the service contract, and we regret that this experience has led to the cancellation of your warranty. Please be assured we have honored your request and promptly cancelled the service contract according to the terms of the warranty agreement. Thank you again for your past business and allowing OneGuard the opportunity to serve you. OneGuard Home Warranties

Jul. 26th, 2019

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Amy G Cypress, TX

Oneguard has horrible contractors and they don't care at all about their customers. I've had repairs done on my 5 year old refrigerator 11 times that I can recall. Many of them are recalls because it's not repaired properly the first time. Oneguard doesn't care how much of my time and money has been lost, just keeps sending the same repair company that only fixes it for a short time. Most recently, the ice maker went our in April and was repaired. It went again 5 days ago. I called immediately and was told it would be a priority because it is a recall. Well, obviously not a priority to the repair company because it took 5 days for them to come to my house. Now they have to order parts, again, which will take a week to arrive then 3-5 more days for them to actually show up at my house with the parts to make the repair. That is almost 3 weeks. and this happens time after time yet Oneguard does NOTHING to help the situation. they just keep sending the same people and saying the same thing. We have now had 11 repairs.

4 years ago

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Reply from OneGuard

Dear Amy G., Thank you for bringing this information to our attention and allowing OneGuard the opportunity to review your situation firsthand. Our top priority is always your satisfaction and we sincerely regret your frustration regarding the time-frame involved in our attempts to repair the kitchen refrigerator. Please be assured your situation is important to us and we are actively working with the service contractor and carefully monitoring your request to ensure swift and positive resolution is achieved on your behalf. We wholeheartedly appreciate your patience during this process and thank you again for the opportunity to assist you. OneGuard Home Warranties

Jun. 26th, 2019

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Shawn North Highlands, CA

They did an inspection on our home and said things were good like our water heater. I checked it out and can see flame Mark's on it. Well they said it was fine. They pointed out a bunch of small things that were not a big deal. Had second opinion done and water heater was not ok at all. Plumbing was bad and we couldn't shower but one guard wanted us to wait almost 2 weeks before someone came out to just look at it. That cost us about 10k. Then our windows were leaking water when it rained. They dont cover that. Ok whatever I'll fix it and I did. Next our A/C makes a loud rattling noise when it's on. They admit we have a problem but it's our responsibility to fix it, even if it gets worse and damages the A/C unit. They admitted we have a problem and still did nothing. This company has done nothing at all useful or helpful for us from inspection to after we purchased our home. Fortunately the seller bought this coverage and I think they should get their money back because this home warranty company is garbage.

4 years ago

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Sarah Houston, TX

Overall terrible experience. I am not a complainer, this is the 1st review i have ever written.Our furnace needed to be repaired according to Allied, but now that it’s been taken over by one guard they only will replace a gas valve for our furnace. EXCEPT One Guard cannot find Someone to actually repair the gas valve because it is deemed unsafe. One guard is now only offering to give $190 for a job that was previously approved by Allied to replace the whole furnace. Very disappointing! And in my opinion, unethical. AND- when I asked to speak to a manager, i was told that he couldn’t and he could ”send an email out to see if someone else would want to reach out”. Disgusting

5 years ago

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Reply from OneGuard

Dear Sarah, Thank you for bringing this information to our attention and allowing OneGuard the opportunity to review and clarify your situation firsthand. Our top priority is your satisfaction and we sincerely regret your frustration regarding our efforts of assistance and explanations of coverage. Upon receiving the diagnosis from the service contractor, it was determined that a manufacturer's recall was in effect for the furnace and due to liability, our licensed contractor was unable to perform repairs. Please note in accordance with terms of the contract, manufacturer's recalls are not covered by the Allied service agreement. Please know it is our sincerest intent to operate in good faith in our efforts to serve you and within the parameters of the warranty agreement. Thank you again for your consideration. We truly hope this information helps. OneGuard Home Warranties

Jun. 4th, 2019

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Rebecca S Georgetown, TX

We put an order in five weeks ago to have our air conditioning fixed. It's 93 degrees in here and my children have bad headaches daily. We have had five incompetent people come to "fix" this. When we insisted that a different technician come to work on it, he said the problem was obvious (a broken coil) and should have been seen immediately. Now that the problem is identified, we are being given no estimate about when it may be fixed. The person I spoke with at One Guard today said it is "entirely out of our hands because it's up to the business to schedule this". Yet the business they chose works for them, and they would not allow us to choose another contractor unless we accepted a cash "payout" that was one third the cost we were quoted by the competent technician. I am so disheartened, tired and stuck in a bad situation. It's hard to believe there are so many good reviews.

6 years ago

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Chad Torkkola Mesa, AZ

The final straw. I had a couple faucets start dripping at the handles recently and decided that rather tackle it myself I'd see if One guard could get a professional over here to fix them. I opened a ticket online and CLEARLY wrote that "I have a leaky faucet in both my bathroom and kitchen" and then waited for them to contact me. They scheduled a call , I took time off from work and waited here at home for them to show up. The plumber showed up and went to work on my fixture with a pocket knife and a pipe wrench. He took it apart and by the time he was done my main kitchen fixture which was previously just a tiny drip from the handle was now leaking out of the actual faucet badly. It was a steady stream of water coming out now enough to fill a large bucket in about an hour. The Plumber left both of my faucets in far worse condition than when he got here and even gouged my Kitchen faucet pretty badly. He left my with this leak and didn't even bother to ask me if I wanted him to shut off water to the Tap now that I had a major leak, nor did he bother to explain when he would be back. Later I called OneGuard because I now had a major leak and no ETA of when it would be fixed. The next day Pruitt's called me to tell me I DIDN'T HAVE FAUCET COVERAGE. So now it was up to me replace both of my Faucets which did not need replacement before I called. Couldn't OneGuard have told me they didn't cover faucets when I opened the claim? Now I will take responsibility here because I guess I should have understood my policy better but at the same time, looking at the policy this section is practically in fine print. While OneGuard did refund my the service call. They didn't even bother to take responsibility for the mess that they caused. They didn't ask for pictures of my damaged faucet, they didn't seem to care than their technician actually ruined my kitchen faucet. This is typical for OneGuard. I tweeted to them about last week and they didn't even bother to respond. When i called the call center they needed to get a supervisor involved, he didn't even bother to call my back despite the mess they had made for me. This is how you can expect to be treated as a customer of OneGuard. Buyer beware. Overall review: I have had one guard for 3 or 4 years and their service has not improved over time. It now costs 69$ to get someone to come out and they people that they send out are of (at best questionable quality). When you make a service call with OneGuard you should expect to wait 2 to 4 days for someone to come and when they schedule it is always a 5 hour window that you will need to be available. (Especially if it is a air conditioner call!!) Often the techs will come out to "Diagnose" the issue and then will leave without fixing anything. It has been my experience that the technicians that they send more often than not will not even try to provide you with a time when they will come back. This usually leads to me calling in to complain and then I will usually get a time frame. In the last couple years I have had to have my wax ring replaced on my toilets multiple times which was a decent enough value I suppose since this isn't the type of work I would like to do myself. However from what I have read there is no good reason why I have had to have these done so often unless the plumber didn't do something right like not securing the toilet to floor. (which is actually what happened. The last two times they did it the toilet wobbled after they left. I finally tightened it down properly after doing some research and haven't had an issue since. ) I have also have 2 Air conditioner calls in the last 2 years, likely because they technicians only do the minimum to get the unit working again. All in all the service just doesn't make sense to me and I have been considering leaving one guard for a long time.

7 years ago

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Richard Liebertz Superior, AZ

d to wait 12 days to get a part for our dishwasher and NOW the dishwasher leaks water and it DID NOT leak leak before the technician "put the new part" in

1 year ago

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Reply from OneGuard

Dear Mr. Liebertz, Thank you for bringing this information to our attention and allowing OneGuard the opportunity to review your situation firsthand. Customer satisfaction is our utmost priority and we sincerely apologize for the frustration. We have confirmed OneGuard has explained coverage with you and processed a replacement offer on your behalf for the dishwasher replacement, and we are always available if we may offer additional assistance. Thank you again for your consideration. OneGuard Home Warranties

Nov. 29th, 2022

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Frustrated in AZ Goodyear, AZ

I’ve had issues with a toilet that has required 5 plumber visits in the past 6 weeks, 3 in the past week and OneGuard refuses to replace the toilet.

3 years ago

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Reply from OneGuard

Dear Frustrated in AZ, We would love to offer our personal assistance in the matter. However, we cannot find a OneGuard service plan under the name provided. May we please ask you to forward the contract number or property address to [email protected]? Thank you for your consideration. OneGuard Home Warranties

Mar. 10th, 2021

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Sheila Brown

1. Completely bogus denial. 2. Poor quality standards of subcontractors (no uniforms or identification) 3. Dreadful speed of response. On hold minimum of 30 minutes always.

3 years ago

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Reply from OneGuard

Dear Mrs. Brown, Thank you for bringing this information to our attention and allowing OneGuard the opportunity to review and clarify your situation firsthand. Our top priority is customer satisfaction and we apologize for your frustration regarding hold times and our efforts of assistance and explanations of coverage for the pool filter that was not covered under the service agreement. In your situation, the contractor analyzed the filter and advised that the backwash valve cracked due to over tightening. Please note in accordance of the terms of the service plan OneGuard only covers for systems and appliances that become inoperative due to normal wear and tear. Thank you again for your understanding with respect to coverage and allowing OneGuard the opportunity to provide you with this additional explanation. OneGuard Home Warranties

Oct. 5th, 2020

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Carsyn Apache Junction, AZ

One guard came very highly recommended to me and I have been disappointed in the service so far. It appears that once the sale is made- the company is through trying to make you happy. My dryer door broke and I was told that wasn’t covered. When I asked for an explanation, I was never responded to. I waited ten days to get it fixed and had to pay it myself completely out of pocket. The interactions for the claim were a complete 180 from the professional friendly representatives that sold me the warranty.

1 year ago

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Reply from OneGuard

Dear Carsyn, Thank you for bringing this information to our attention and allowing OneGuard the opportunity to review your situation firsthand. Customer satisfaction is our number one priority and we sincerely regret the frustration. We have left you a voice message seeking to address your concerns and offer our personal assistance. Thank you again for your consideration. OneGuard Home Warranties

Feb. 17th, 2023

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Vanessa Mason Fort Worth, TX

They sent a Technician from True Vine Appliance repair; he broke the freezer drawer. I sent pictures communicated with True Vine they said they would repair it then the finger pointing started now nobody wants to take responsibility so I still have a refrigerator that will not work. Save yourself some money and time and DON’T go with this company!

1 year ago

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Reply from OneGuard

Dear Ms. Mason, Thank you for bringing this information to our attention and allowing OneGuard the opportunity to review your situation firsthand. Your satisfaction is always our top priority, and we sincerely regret the frustration. We have confirmed that OneGuard has sent communications explaining the warranty process, and we are also available if we may offer additional assistance. Thank you again for your consideration and allowing OneGuard the opportunity to serve you. OneGuard Home Warranties

Jul. 21st, 2022

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Bobby Babcock Garland, TX

They claim to be open 24/7 in the Texas market, but we have called for two days with no answer-same with filing a complaint on line, no reply. Toilet overflowed and need repair ASAP-wonder who One Guard calls when their toilet overflows? A courtesy of a return call since we are a playing custom, would be appreciated……..but I’m sure their excuse for poor service is it is because of Covid, no workers to employ OR just plain too busy to actually “correctly” take care of business. Just another sorry service that the customer overpays, but have few alternatives!!

1 year ago

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Reply from OneGuard

Dear Mr. Babcock, Thank you for bringing this information to our attention and allowing OneGuard the opportunity to review your situation firsthand. Our top priority is customer satisfaction and to service our valued members as quickly as possible, and we sincerely regret the frustration. We have confirmed your repairs have been completed, and have also left a voice message for you if we may offer additional assistance. Thank you again for your consideration and allowing OneGuard the opportunity to serve you. OneGuard Home Warranties

Jun. 16th, 2022