OneGuard

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.

This was a nightmare. Consumer reports does not favor this company. Wish I would have done better research. I did have a service request. No one ever came out as it was canceled. Still got charged $75 which I just reviewed on my cc statement.company refuses to reimburse me. So I am done. Looking for a honest company now. Good luck all!

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.

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!

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.

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?

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.

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!!

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.

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.

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!

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.

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 !!!

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.

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.

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!

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.

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.

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.

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*

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.

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.

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

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.