OneGuard Reviews
7.3
Overall Score
Verified Customer
Review Source
Frederick Duncan Scottsdale, AZ
i am very disappointed how OneGuard has handled two major expenses for items covered in my policy within the last year. the first event for my home water heater i was too specific on what was wrong and the company sent to my home did not do a thorough complete job to assess the problem and i had to pay. yet the company sent out to investigate my pool equipment leaking caused $1,800 of damage by not doing a complete job and in this case i was unaware what the problem was and i got an incompetent pool company who busted up my Backwash Valve and Primary Filter without taking any responsibility. i am going to send OneGuard my $1,800 bill because the two pool company's they sent out to my home misdiagnosed the initial problem and then misdiagnosed the damage caused.
3 years ago
Reply from OneGuard
Dear Mr. Duncan, 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 customerrelations@oneguardhw.com? Thank you for your time and consideration. OneGuard Home Warranties
Nov. 3rd, 2022
Verified Customer
Review Source
Nacole Harris Mesa, AZ
For this call they failed. As well as the plumbing company. We put in an emergency call for a back up and I did NOT receive service in a timely manner AND I was still charged for their ineptness. I am extremely disappointed that it took nearly 24 hours to get a plumbing issue resolved. We could not shower, flush, do laundry or wash dishes. I had to miss a day from work to accommodate the plumbing company. I do not believe that I should have been charged AT ALL for this call since it was an EMERGENCY and I got ZERO response from One Guard and the plumbing company.
2 years ago
Reply from OneGuard
Dear Ms. Harris, 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 any frustration. We have confirmed the diagnosis and coverage for the plumbing stoppage has been received and communicated to you 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
Jan. 10th, 2023
Verified Customer
Review Source
Lisa Valech Mesa, AZ
Recent experience, issue was not corrected, I contacted OneGuard to let them know we still had the noice in our master bath exhaust fan, reply from customer service was we don't cover noises. She took my information and told me they would get back to me in 24-48 hours. Never heard back from them. When the repair company was here to make the original repair he said if the noise returns let us know the service call was under warranty and the issue is with the motor in the fan.
3 years ago
Reply from OneGuard
Dear Ms. Valech, 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 call. 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 that OneGuard has explained coverage, 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
Nov. 28th, 2022
Verified Customer
Review Source
Devona Burgess Fort Worth, TX
I have been with One Guard for a year and a half, and enjoyed to service I was provided until my last call. I was very unsatisfied with the customer service I received. It was like I was talking to robots (they all just read a script) and when I requested to speak to a manager in more than one occasion I was either blatantly lied to or never transferred. I tried calling their headquarters directly, but I was diverted to customer service who were no help. Seriously seeking not to renew and go with another company.
3 years ago
Reply from OneGuard
Dear Ms. Burgess, 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 regret any frustration. OneGuard has attempted to reach out to you by phone seeking to address your concerns but was unable to connect. Please know that 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
Aug. 30th, 2022
Verified Customer
Review Source
Monica Savard Gilbert, AZ
They are pretty quick in sending someone out, however they don't always cover what they say they will. Work that was done on my pool pump prior to me purchasing my home and ended up not being covered. After multiple $79 dollar a visit charges, and the company they sent out being completely rude and unprofessional, they did not cover and the main pump should be completely covered according to their contract
3 years ago Edited January 10, 2024
Reply from OneGuard
Dear Ms. Savard, Thank you so much for the 4 star review regarding your customer service experiences with OneGuard Home Warranties! It is always our sincerest intent to provide the most comprehensive coverage in the industry and best-in-class service, and we appreciate the opportunity to assist with all your home warranty and home services needs. On behalf of the entire OneGuard team, thank you again! We truly value your business and look forward to serving you in the future. OneGuard Home Warranties
Jul. 22nd, 2022
Verified Customer
Review Source
Lisa Riley Scottsdale, AZ
I had a AC issue on a Friday and they couldn't get anyone out till Monday when it's 107 degrees outside and 90 in my house. I asked to be able to use my own tech and they said no and refused to let me talk to a manager. After the repair I had done outside of warranty I was told a manager would call to see if they can do any type of reimburse credit since I paid outside the warranty and was told someone would call me Monday by end of day well tomorrow is Friday and still no call.
3 years ago
Reply from OneGuard
Dear Ms. Riley, 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 call. Customer satisfaction is our top priority and to service our valued members as quickly as possible, and we truly regret the frustration. Per our conversation, we authorized a OneGuard selected contractor to perform service in accordance with the terms of the contract, and the service request has been canceled upon your request. Thank you again for your consideration and allowing OneGuard the opportunity to provide this information. OneGuard Home Warranties
Jul. 5th, 2022
Verified Customer
Review Source
David Johnson Flower Mound, TX
I realize that your company exists to make a profit. What aggravates me is the fact that I pay you $70 monthly for "peace of mind", $80 for any service call, whatever the going price is for refrigerant which is needed every year in a unit that is 18 years old" I mean you could replace this ac equipment in it's entirety and still be way ahead monetarily" Have a nice day
3 years ago
Reply from OneGuard
Dear Mr. Johnson, 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 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 and allowing OneGuard the opportunity to have served you. OneGuard Home Warranties
Jun. 7th, 2022
Verified Customer
Review Source
Lilia Phoenix, AZ
I have had numerous plumbers in my home to fix a toilet in the master bed. There were several concerns one of which was the dripping water in the tank, which was impacting my water bill, which went from $50 to $159 year/year. Each plumbing company fixed one thing or another, but never one the major issue. There have been far too many calls for the plumbers to diagnose and fix. Finally the problem was fixed 3/18/22. Poor selection of plumbing contracts on the part of OneGuard.
3 years ago
Reply from OneGuard
Dear Lilia, 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 homeowners as quickly as possible, and we sincerely regret the frustration. We have confirmed a new service request was created on your behalf and repairs have been completed. We are also available at 888.896.0014 or online at www.oneguardhomewarranty.com if we may offer additional assistance. Thank you again for your consideration and allowing OneGuard the opportunity to serve you. OneGuard Home Warranties
Mar. 24th, 2022
Verified Customer
Review Source
Leland Hiatt Magnolia, TX
Requesting Service via the website doesn't work at all. In all cases using the website the providers did not contact me. Calling in for service via telephone works better, but the wait time is generally over a 30 minutes. In one case I gave up and made an appointment with a different provider and paid for it my self. Generally speaking OneGuard is turning out to be more trouble than it's worth.
4 years ago
Reply from OneGuard
Dear Mr. Hiatt, Thank you for bringing this information to our attention and allowing OneGuard the opportunity to review your situation firsthand. Customer satisfaction and providing timely service remains at the forefront of our priorities, and we apologize for the frustration. We have confirmed the service request was cancelled on your behalf and sincerely hope to restore your faith in the great services OneGuard has to offer. Thank you again for your consideration and allowing OneGuard the opportunity to provide this information. OneGuard Home Warranties
Aug. 20th, 2021
Verified Customer
Review Source
Karen Hirsch Mansfield, TX
Chimney sweep turned into over $2000. They said I needed all kinds of things ASAP. Didn’t clean out old ashes and residue when they were finished. I felt taken advantage of. The inspector said I needed a new cap. It was rusted out. The man who came out disagreed and just sprayed it with black spray paint. He told me the small cracks inside fireplace could cause fire and needed to be sealed. I feel the amount they charged plus the tip I made was just way too much.
4 years ago
Verified Customer
Review Source
SkyeMoyer
My first few claims were GREAT!! But then they denied TWO pool repairs based on them being pre existing, even though I have the plan with pre existing coverage. I didnt get a pool inspection, so now NOTHING with my pool will be covered, even though I purchased a pool warranty. They refused to give me back my payment for the pool warranty and promised to return my $75 fee- which never happened.
4 years ago
Reply from OneGuard
Dear Ms. Moyer, Thank you for bringing this information to our attention and allowing OneGuard Home Warranties the opportunity to review the situation firsthand to ensure accuracy. Customer satisfaction is our number one priority and we sincerely regret the outcome of your service request. In this circumstance, both contractors that assessed the pool equipment provided OneGuard with similar diagnoses, advising the malfunction predated the start date of the warranty plan, with an ongoing leak that resulted in the bearings and motor requiring replacement. Please note the pool equipment was not inspected, however, the home inspection report recommended having the system evaluated by a qualified professional prior to closing on the home, to ensure the equipment was in good working condition. Please know we have also confirmed that the trade service fee has been refunded as promised. Thank you again for your understanding regarding coverage and allowing OneGuard the opportunity to provide this additional explanation. OneGuard Home Warranties
Dec. 30th, 2020
Verified Customer
Review Source
Bill Webb Glendale, AZ
Called with plumbing problems, sewer back up in master bedroom and faucet leaks. The contractor came fixed the sewer backup. Showed him the other problems he said they would call next week and send someone to fix the problems. It has been recalled to one guard and they have again not returned my call like he said.
2 years ago
Reply from OneGuard
Dear Mr. Webb, Thank you for taking the time to write a review regarding your customer service experiences with OneGuard Home Warranties and being so receptive to our efforts of assistance. Our top priority is customer satisfaction and providing best-in-class service to our valued members, and we sincerely regret the frustration. Per our conversation, we believe we have effectively addressed your concerns and are also available if we may offer additional assistance. Thank you again for the opportunity to assist with all your home warranty and home services needs. We truly value your loyal business and look forward to serving you in the future. OneGuard Home Warranties
Dec. 22nd, 2022
Verified Customer
Review Source
Kim Lane Spring, TX
They did not help pay what they should have for my first repair. When I asked about potential reimbursement for what they should have paid. I was told 'it's already after 30 days'. A manager was supposed to call me back and discuss with me. Never got the call.
3 years ago
Reply from OneGuard
Dear Ms. Lane, 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 the warranty process, and we are also available if we may offer additional assistance. Thank you again for your consideration. OneGuard Home Warranties
Nov. 1st, 2022
Verified Customer
Review Source
Jordan Young San Antonio, TX
Well first off, the fact that there is so much small print in every single category of what you can submit a ticket for is ridiculous, secondly, we've already had to find a different pest control company since JMAX Pest control doesn't know how to answer their phone or emails, and those are just a couple of reasons why.
4 years ago
Reply from OneGuard
Dear Mr. Young, 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. We have confirmed closure of the home service request and appreciate the additional feedback you provided. Thank you again for your consideration and allowing OneGuard the opportunity to serve you. OneGuard Home Warranties
Aug. 4th, 2021
Verified Customer
Review Source
Craig Morton Keller, TX
I paid a year in advance and the 1st time I used your service I was told my heater needed to be replaced and it was not covered under the warranty. I had to pay another $3000.00 on top of the annual feed and and service charge. I will be going back to American Home Shield.
4 years ago
Reply from OneGuard
Dear Mr. Morton, 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 regret the frustration. Please know OneGuard covers for malfunctions that become inoperative from normal wear and tear and confirmed that replacement was not covered in accordance with the service plan. Thank you again for your consideration and allowing OneGuard to provide this additional explanation. OneGuard Home Warranties
Mar. 15th, 2021
Verified Customer
Review Source
Thom Reilly
One Guard was prompt getting the company to come out but the water heater company Pruitt was backed up and the earliest they could replace the water heater was a week . We have had no hot water for a week and are still waiting
4 years ago
Reply from OneGuard
Dear Mr. Reilly, Thank you for bringing this information to our attention and allowing OneGuard the opportunity to review your situation firsthand. Please know our top priority is customer satisfaction and to service you as quickly as possible, and we sincerely regret the frustration. Please be assured we have confirmed with the service contractor that the Water Heater was replaced, and completed on December 15. Thank you again for your patience and consideration and allowing OneGuard the opportunity to provide you with this information. OneGuard Home Warranties
Dec. 21st, 2020
Verified Customer
Review Source
David johnson Phoenix, AZ
While certain aspects are good, I did not like one of the service providers they sent, they don't seem to have a sense of urgency when I have issues. Service call is somewhat more expensive than I could get on my own;
3 years ago
Reply from OneGuard
Dear Mr. Johnson, 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 customerrelations@oneguardhw.com? Thank you for your time and consideration. OneGuard Home Warranties
Nov. 17th, 2022
Verified Customer
Review Source
Elizabeth Yount Goodyear, AZ
I have used them for 12 years . I used to rave about them. I called about a microwave and the part is on back order. I have no idea when the part will come in. Waiting 2 months is unacceptable.
4 years ago
Reply from OneGuard
Dear Ms. Yount, Thank you for bringing this information to our attention and allowing OneGuard the opportunity to review your situation, and also being so receptive to our calls. Please know our number one priority is to service you as quickly as possible and we truly apologize for the frustration. Please be assured we have issued a check for the replacement of the microwave on your behalf. Thank you again for the opportunity to assist you and your loyalty for the last 12 years. OneGuard Home Warranties
Feb. 5th, 2021
Review Source
Monika McGill Tucson, AZ
I've been a customer for about 3 years now. While sometimes they were fine and the job got done in a timely fashion by skilled providers, the reality is that when I do the math it is not worth it. They are one of these companies who will gladly pay for anything in the low hundreds range but will not honor repairs once they hit a point where you'd really need the help. They either made it so difficult to get service I wanted to give up and cry or they slapped a bandaid on a dying body. This leaves you paying them thousands in monthly and service fees while getting far less in return. It might sound nice to have the security of paying a small monthly fee to be taken care of in an emergency, but in reality if you put those monthly fees in a savings account you'd end up ahead. I didn't want to believe the people who told me that but I've learned the hard way it's true. After all my years of being a loyal customer, when I really needed them, they refused to work with me. That's a clear invitation to leave in my book. Also, like so many companies these days, they are set up with overseas call centers which don't have the English skills needed to make transactions go smoothly. I won't be renewing.
3 years ago
Reply from OneGuard
Dear Ms. McGill, 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. OneGuard covers mechanical breakdowns that become inoperative from normal wear and tear. Upon the most recent assessment, the service contractor reported to OneGuard the system was tested, and no mechanical malfunctions were found. Thank you again for your consideration and allowing OneGuard the opportunity to provide this information. OneGuard Home Warranties
Sep. 30th, 2022
Review Source
John Albert
I only give 2 Stars because of Erin P. After 4 weeks of being without an air condition in my home, Erin put all forth efforts to finally make it happen.
Prior to my email/convo with Erin; I had requested several manager call backs and did not receive one. Your front line agents seem to be helpless when it come to addressing concerns and actually taking action in your customers favor. This experience has led me to understand why OneGuard is not recognized with the BBB and why OneGuard has sooooo many unhappy/dissatisfied customers. I will not recommend OneGuard and pray New Homeowners reject OneGuard Home Warranty. IF YOU COULD MOLD 99% of your employees to actually give shit the way Erin did, I would maybe think otherwise.
3 years ago
Reply from OneGuard
Dear Mr. Albert, 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 customerrelations@oneguardhw.com? Thank you for your time and consideration. OneGuard Home Warranties
Sep. 23rd, 2022
Review Source
Linda Tempe, AZ
Typical interaction with one guard has been difficult trying to get anywhere or anything resolved. However I give 5 stars plus to Chris R in customer relations. As soon as I got to him things got taken care of. My AC was fixed the next day by a good contractor. He knew immediately that the first contractor sent to repair was wrong and gave one guard bad info and was able to get a different one who fixed it on their first visit. Chris followed up with me throughout the process to assure I was being treated fairly and correctly. So one guard other than Chris gets low score but Chris saved the day and treated me well so I will remain a customer. You need many more employees like chris
3 years ago
Reply from OneGuard
Dear Linda, Thank you so much for bringing this information to our attention and allowing Chris the opportunity to review your situation firsthand. Customer satisfaction is our utmost priority, and we truly apologize for the frustration. Chris was extremely happy to provide you with his personal assistance and achieve resolution on your behalf, and he also appreciates such positive recognition. Thank you again. We truly value your loyal business of 10 years and look forward to serving you in the future. OneGuard Home Warranties
Jun. 16th, 2022
Sandy Gilbert, AZ
I am very disappointed on One Guard!!! I had a water heater that was leaking and called on 12/21. Because the water heater was on warranty all it needed was to be switched. They sent Pruitt,s but I was suppose to dismantle the water heater then take it to Lowe’s and bring the replacement back to the house so that Pruitts could install it. If Pruitts had to go to Lowe’s and get the water heater for me I had to pay$120.- for the trip and another $120.- if they had to wait at Lowe’s.
On 12/26 I called One Guard and told them this and they said they would send Stellar Homes. Stellar came over and said I would have to pay $540.- out of pocket because it was in a tight closet and they had to put a pan on the floor(which it doesn’t need it because there’s a drain hole that has been there since 1963) and had to do other modifications.
I called One Guard again and spoke to Marcus J. Who by the way is an amazing asset to your company because he went above and beyond to try to help me. We went back to Pruitts—— who by the way refused to go get the water heater at Lowe’s for me, even tho it is written on their work order that they gave me on their first visit.
On 12/31/20 Marcus calls me with a new work order and thought I’m finally going to be taken care of. I was suppose to get a call from Pruitts. I waited everyday and finally on Jan 4th I received a call. Then Tyrone from One guard called me to see if I had the water heater at the house?
I said I didn’t but would get it to the house if that would help matters.The water heater was here on the 5th and was told that Pruitts would be here that day to install.I even got a call from Brittany the supervisor assuring me that I would be taken care of and didn’t understand why all of this had happened. I had to make schedule changes at work in order to be at home. Needless to say they did not call or come. When I called them after 28 minutes on hold they scheduled for Friday the 8th.
Today Friday the 8th Jake from Pruitts showed up and realized that it needed 2 men to pull the heater out from the closet. That that would require another visit and an extra person. That I would have to pay them $240 plus materials out of pocket.
Marcus called me and told me this. Pruitts also said that I had to remove the door frame and that after it was done then call to schedule. None of this was needed to be done 3 hrs ago when the heater was installed. So why all of a sudden these extras? In the meantime I have no hot water and a dismantled heater.
So why do I need a Home Warranty then? I’ve been with Home Guard for 10 years and I’m very dissatisfied.
If you think this is a long letter imagine having to put up with this since December 21st?
Unhappy customer but not for long,
Sandy Lam
4 years ago Edited September 14, 2021
A K Katy, TX
UPDATE: After four months of waiting for my oven to be repaired, 6 visits from technicians, I am still not able to have a solution to my oven not working properly. The Service Resolution team's response time is so slow even after countless emails. They won't initiate without me chasing them down. Even after that, I'm still waiting for a reply. Calling takes on average an hour to get through, and even then, I somehow get disconnected when it's my turn to speak to a representative. I am extremely unsatisfied with One Guard taking 1/3 of the year attempting to fix my oven with no resolution. It's very frustrating and disappointing to make monthly payments on time but they don't honor their end in following through. At this point, I cannot confidently recommend them for your warranty needs.
PREVIOUS REVIEW: Loved the STELLAR customer service once I was finally got through the phone. The wait time was ridiculously long at 1/5 hours, which was very frustrating and discouraging. But the representative that I spoke to, Ms. Cassandra M, provided me with OUTSTANDING customer service. She was very caring, friendly and helpful in assisting me to resolve my issue with the assigned contractor for my oven. Because of her exceptional service, I have decided to keep my policy.
4 years ago Edited September 14, 2021
Reply from OneGuard
Dear A K, Thank you so much for the 4 star review and providing such positive testimony regarding your customer service experiences with OneGuard Home Warranties and Cassandra. Our top priority is your satisfaction and to provide best in class service, from the first call to the completed repair, and we love the positive feedback. Please know Cassandra enjoyed speaking with you and offering her personal assistance and was humbled by your kind words. We sincerely regret any frustration you experienced regarding hold times, it is our constant endeavor to ensure your calls to OneGuard are answered as quickly as possible, and we appreciate your patience in holding during times of larger than normal call volume. Thank you again! We truly value your continued business and look forward to serving you in the future. OneGuard Home Warranties
Dec. 22nd, 2020
Bryan Busbee Royse City, TX
Very upsetting to be told that something is covered by 1 associate and then told it is not by another. I have paid a plumber out of my own pocket to check out a leak on the side of my house because I thought I had a slab leak. The plumber ran a camera down a drain line and determined there was an issue with my clean out drain for the upstairs plumbing. I called one guard and let them know what the situation was and I was told that repair was covered sk I paid the $69 for their contracted plumber to come out. Oneguard called me 3 days later to tell me if a camera needs to be ran it would be $350 which us absolutely absurd considering I paid Bacon plumbing $99 to do the exact thing and he found the issue within 5 minutes. I told the associate from oneguard that a camera was already ran and we know where the problem is already. She stated that they do not use outside contractors opinions (even though it is a well known licensed company) so I told her to refund my $69 service fee because I was not going to pay $350 for a camera to be ran when we already knew the issue and its whereabouts. She said okay and hung up. Oneguard needs to do a better job on who they contract to do work for their customers because $350 for 5 min to locate a problem is completely unacceptable. I have had 1 good thing come out of oneguard when my AC unit was replaced 2 years ago but this was a complete slap in the face on how it was handled.
5 years ago
Reply from OneGuard
Dear Mr. Busbee, 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 you encountered regarding your recent service request for the plumbing system. Before visiting the property the service contractor explained that in order to locate a potential leak and determine the cost of the repair, a camera may need to be run through the line. Though we do understand you hired a 3rd party plumber to run a camera, OneGuard is unable to consider an opinion made by an outside contractor for liability reasons. Please note in accordance with the terms and conditions of the service plan, OneGuard is not responsible for costs to locate a potential leak. We pride ourselves on delivering quality service while consistently operating within the parameters of the warranty agreement, and are saddened this service experience has led to your dissatisfaction. Thank you for your consideration and allowing us to the opportunity to provide you with this additional explanation. OneGuard Home Warranties
Mar. 24th, 2020
Jason Wadsworth Spring, TX
I have used my home warranty on several occasions and One Guard always turns something simple into something complicated. As an example, I am currently dealing with a failed microwave. Rather than simply replace it, they chose to try and repair. The repair being negligible in cost to that of replacing. I called in the repair on 9/27, it is 10/10 and my microwave in neither repaired or replaced. This company does not care about your inconvenience. I understand some things take time, but they make it worse by not replacing what should have been replaced in the first place. I had to wait a week for them to find a part and now they can not fix the microwave because of other discovered failures. I plan on seeking another home warranty soon. One Guard stinks.
6 years ago
Reply from OneGuard
Dear Mr. Wadsworth, Thank you for bringing this information to our attention and allowing OneGuard the opportunity to review your situation firsthand. Please know our top priority is to service you as quickly as possible, and we sincerely regret your frustration regarding the timeframe involved to finalize the outcome of your service request for the microwave oven. The service contractor attempted to make a repair to restore the unit’s function, however, an additional part was required. Therefore, OneGuard determined that replacing the unit was the best approach, and you have accepted a cash in lieu of replacement that you can apply towards a new microwave. Thank you again for your patience and consideration. OneGuard Home Warranties
Oct. 14th, 2019
Brian DeMeo Cave Creek, AZ
We have had one guard for a year and a half. The first year was paid for by the seller of the home we purchased. We opted to renew it this year and pay ourselves. We're at the point where we plan to cancel soon and just put the money toward buying a new AC. We've had 5 service visits since last September, 4 this summer alone. They seem to piece things together. I doubt they'll ever actually replace our 20 year old unit. It's disappointing and being a safety issue. Now the unit is tripping our breaker and turning itself off mid-day when no one is home except our 160lb Saint Bernard. This is our second call in less than 3 weeks. Last time they fixed a leak and we paid for the Freon, $550. It's too much when you consider the monthly fee, service fee, and anything that isn't covered.
We've agreed this service call will be our last. if an AC doesn't work on the hottest days of the year then it doesn't work period. Coming home to a house that's 90+ degrees and has been for hours is unacceptable. Having to stay home to monitor it on days off from work, or hose it off to keep it cool is unacceptable. Having to call from work or stay home from work for service on a monthly basis all summer is unacceptable.
Overall I'm extremely disappointed. Let's see if the 5th call is the charm...
6 years ago
Reply from OneGuard
Dear Mr. Demeo, Thank you for bringing this information to our attention and allowing OneGuard the opportunity to review situation firsthand. Your satisfaction is our top priority and we apologize for your frustration. Please know we have been working diligently on your behalf to restore cooling to the home, and the contractor has advised repairs have been successfully completed.
Please note determination of whether to replace or repair is at the discretion of OneGuard. In your situation, it has been more cost effective to make repairs versus replacing the unit, the most recent repair was the replacement of a run capacitor. There may also be situations in which the contract holder will be responsible to pay additional costs for parts or services not covered by this contract. In those cases, OneGuard will work with our contract holder to determine the best course of action to reasonably minimize out-of-pocket costs.
OneGuard is available at 888.896.0014 if you need additional assistance. We sincerely hope this information helps and that we have the opportunity to restore your faith in OneGuard and the great service we offer. Thank you again for the opportunity to provide you with this information. OneGuard Home Warranties
Please note determination of whether to replace or repair is at the discretion of OneGuard. In your situation, it has been more cost effective to make repairs versus replacing the unit, the most recent repair was the replacement of a run capacitor. There may also be situations in which the contract holder will be responsible to pay additional costs for parts or services not covered by this contract. In those cases, OneGuard will work with our contract holder to determine the best course of action to reasonably minimize out-of-pocket costs.
OneGuard is available at 888.896.0014 if you need additional assistance. We sincerely hope this information helps and that we have the opportunity to restore your faith in OneGuard and the great service we offer. Thank you again for the opportunity to provide you with this information. OneGuard Home Warranties
Aug. 10th, 2019
Carl Kuhnen Houston, TX
One Guard took over our policy with Allied. We tried to schedule a heater check (provided in Allied's contract) in September before the policy expiration but One Guard will not do it until October, which is after our policy expires. We do not plan to renew because the one AC check we had was done very poorly and we even paid for that service call. Two other repairs needed during our first year were not covered under the policy. If you're considering a home warranty policy, read it very carefully and plan on getting less than it says. I'm sorry we paid for the first year but we will not repeat the mistake.
7 years ago
Reply from OneGuard
Dear Carl, Thank you for bringing this information to our attention and allowing OneGuard Home Warranties the opportunity to review your situation firsthand. Please know our top priority is your satisfaction and we sincerely regret that our efforts of assistance have not been successful. Although your contract with Allied was going to expire, we offered to create a service request on your behalf for the heating system tune-up. Please note if you choose to renew the contract and repairs are needed, OneGuard will repair or replace selected covered items that breakdown as a result of normal wear-and-tear conditions. Thank you again for your consideration. We sincerely hope this information helps. OneGuard Home Warranties
May. 14th, 2019
Verified Customer
Review Source
Yvonne Pak Little Elm, TX
I have had 2 experiences that were not good due to the quality of your vendors. You provide good customer service, but the vendors you contract with are not that great.
3 years ago
Reply from OneGuard
Dear Ms. Pak, Thank you for bringing this information to our attention and allowing OneGuard the opportunity to review your situation firsthand. Your satisfaction is always our number one priority, and we sincerely apologize for the frustration. OneGuard has analyzed the diagnoses provided by both service professionals and confirmed no mechanical malfunctions were present with the electrical system. We have also left a voice message for you with our contact information if we may offer additional assistance. Thank you again for your consideration and allowing OneGuard the opportunity to serve you. OneGuard Home Warranties
Mar. 23rd, 2022
Verified Customer
Review Source
Trever Mart Glendale, AZ
They over promise and under deliver. When they decide something needs replaced, they replace with a lesser/cheaper product than what you currently have.
4 years ago
Reply from OneGuard
Dear Mr. Mart, 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 when replacing appliances, OneGuard installs equipment comparable in features, capacity, and efficiency, although we are 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. Please know we are always happy to offer our personal assistance to clarify coverage and also review options with you. Thank you again for your consideration and allowing OneGuard the opportunity to provide this information. OneGuard Home Warranties
Jun. 25th, 2021
Verified Customer
Review Source
Lawrence Zaiter Plano, TX
Once you request service, they do not follow-up. They send technicians who can't diagnose your problem and then you go to the back of the line to get additional service.
4 years ago
Reply from OneGuard
Dear Mr. Zaiter, Thank you for bringing this information to our attention and allowing OneGuard Home Warranties the opportunity to review your situation first hand. Please know customer satisfaction is our number one priority and we sincerely regret the outcome of your service request. OneGuard covers breakdowns that are the result of normal wear-and-tear conditions 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. 25th, 2021
Jeff M McKinney, TX
Texas home purchase. Had plumbing issue. OneGuard Reference to SWAT Plumbing. SWAT provided a quick fix with no city inspection permit pulled. Three years later I am spending a significant amount of money again ($6,000) to RE-REPAIR what was to be a fix. If you have a OneGuard Policy DO NOT let them hire SWAT Plumbing. I would highly encourage OneGuard to not contract with SWAT Plumbing any further for fear of dragging their service down with poor execution from SWAT Plumbing.
6 years ago
Reply from OneGuard
Dear Jeff, Thank you for allowing OneGuard the opportunity to review your situation firsthand. Our top priority is customer satisfaction and we regret your frustration concerning the plumbing repairs that were completed in May of 2016. Please know all repairs are guaranteed for 30 days after completion and we sincerely regret the circumstances that occurred after the expiration of your service agreement and are saddened by the missed opportunity to re-evaluate the situation. We truly appreciate the opportunity to provide you with this information and sincerely hope it helps. OneGuard Home Warranties
May. 16th, 2019
Verified Customer
Review Source
JANE BOCCIERI Scottsdale, AZ
Response time is terrible; taking weeks and weeks to fix a freezer is unacceptable. Once the part and the repair was scheduled, they fixed it.
4 years ago
Reply from OneGuard
Dear Ms. Boccieri, Thank you for bringing your situation to our attention and allowing OneGuard the opportunity to review the service history firsthand. Customer satisfaction is always our top priority and we apologize for the frustration. We are happy to find that repairs were successfully completed to the refrigerator and appreciate your patience throughout the process. Thank you again for allowing OneGuard the opportunity to serve you. OneGuard Home Warranties
Jan. 25th, 2021
Ruthie Maney ,
I had them for almost 4 years. It has become increasingly more difficult to get repairs and certainly to get them timely!
My oven had been broken since Christmas Day. Someone came to repair water heater and now things aren’t working. That’s sad.
4 years ago
Reply from OneGuard
Dear Ms. Maney, 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. Customer satisfaction and providing timely service remain at the forefront of our priorities and we sincerely regret the frustration regarding your overall warranty experience. We have confirmed the Oven parts have shipped after being delayed on factory back-order, once the parts are received the contractor will arrange a follow up appointment to complete the repairs. We will continue to monitor your situation to ensure resolution and appreciate your patience. Thank you again for the opportunity to assist you. OneGuard Home Warranties
Feb. 4th, 2021
Verified Customer
Review Source
Steve Wood Georgetown, TX
In the last few weeks, I have had two requests. Neither of which were completed on the first visit.
4 years ago
Reply from OneGuard
Dear Mr. Wood, Thank you for allowing OneGuard the opportunity to review your situation firsthand. We strive to provide quality repairs as quickly and efficiently as possible, and we apologize for the experience. In your situation, the service contractor recommended your dryer vent to be cleaned. OneGuard dispatched a service contractor who found that the dryer vent was roofed over. OneGuard confirmed that the roof vent is not covered under the service plan due to the conditions that are deemed not normal wear-and-tear. Thank you again for your consideration and allowing OneGuard to provide this additional explanation. OneGuard Home Warranties
Feb. 3rd, 2021
Verified Customer
Review Source
Robert Ellers
I was on hold for over an hour and a half, waiting to speak to someone to authorize a service recall.
5 years ago
Reply from OneGuard
Dear Mr. Ellers, Thank you for bringing this information to our attention and allowing OneGuard Home Warranties the opportunity to review your situation firsthand. Your feedback is extremely important, and we apologize for the frustration you experienced, and appreciate your patience in holding during times of larger than normal call volume. Please be assured we have followed up directly with the service contractor to ensure the shower head no longer has an active leak. Thank you again for your consideration and allowing OneGuard the opportunity to serve you. We sincerely hope to gain your trust in OneGuard and the great service we offer. OneGuard Home Warranties
Dec. 7th, 2020
Verified Customer
Review Source
Sonia Hook
The last 2 claims have been denied. Especially the Electrical Panel should have been covered and cost me $3200.
5 years ago
Reply from OneGuard
Dear Sonia, 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 customerrelations@oneguardhw.com? Thank you for your consideration. OneGuard Home Warranties
Sep. 23rd, 2020
Verified Customer
Review Source
Clifford Lee Hicks Houston, TX
No reply from service request on 10/17/22. No text or email with service not performed properly.
3 years ago
Reply from OneGuard
Dear Mr. Hicks, 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 conversation. Customer satisfaction and servicing our valued members as quickly as possible is our top priority, and we regret the frustration. We are closely monitoring your active service request to ensure completion, and we are also available if we may offer additional assistance. Thank you again for your consideration. OneGuard Home Warranties
Nov. 28th, 2022
Verified Customer
Review Source
Melissa Gilbert, AZ
2 of my locks do not pick properly. I have text the installer I have not heard back.
3 years ago
Reply from OneGuard
Dear Melissa, 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 customerrelations@oneguardhw.com? Thank you for your time and consideration. OneGuard Home Warranties
Sep. 8th, 2022
Verified Customer
Review Source
Candice
Customers have little say in which contractor arrives and coverage for important issues is limited.
5 years ago
Verified Customer
Review Source
Mary Mesa, AZ
I have had many bad experiences with One Gaurd's customer service and lengthy claim resolutions.
5 years ago
Reply from OneGuard
Dear Mary, 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 customerrelations@oneguardhw.com? Thank you for your consideration. OneGuard Home Warranties
Sep. 2nd, 2020
Verified Customer
Review Source
Kin Frantzve Surprise, AZ
I pay extra for pool coverage but one guard is denying claim.
2 years ago
Reply from OneGuard
Dear Ms. Frantzve, 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. OneGuard has confirmed the issues you were experiencing were not covered in accordance with the service plan. Thank you again for your consideration and allowing OneGuard to provide this information. OneGuard Home Warranties
Dec. 22nd, 2022
Verified Customer
Review Source
Anne Marie j Brown Phoenix, AZ
i am not to happy the person who came did no check the thermostat
3 years ago
Reply from OneGuard
Dear Ms. Brown, 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 call. Our top priority is customer satisfaction, and we sincerely regret the frustration. Per our conversation, we believe we have effectively addressed your concerns and are always available if we may offer additional assistance. Thank you again for your time and consideration. OneGuard Home Warranties
Dec. 6th, 2022
Verified Customer
Review Source
Sandy Isley
Did not select a good company for service. Given the run-around
3 years ago
Reply from OneGuard
Dear Ms. Isley, 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 regret any frustration. OneGuard has confirmed that you have spoken with a representative for this matter, 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
Jul. 19th, 2022
Verified Customer
Review Source
Russ Gilbert, AZ
They sometimes pick repair companies that have poor customer service.
3 years ago
Reply from OneGuard
Dear Russ, 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 customerrelations@oneguardhw.com? Thank you for your time and consideration. OneGuard Home Warranties
Dec. 7th, 2021
Verified Customer
Review Source
Lori San Antonio, TX
Changed their coverage so what use to be covered is no longer covered.
4 years ago
Reply from OneGuard
Dear Lori, 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 customerrelations@oneguardhw.com? Thank you for your time and consideration. OneGuard Home Warranties
May. 17th, 2021
Verified Customer
Review Source
Johanna Roccanova Surprise, AZ
Policy seems to be never replace; fix until the last screw falls off.
4 years ago
Reply from OneGuard
Dear Ms. Roccanova, 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 customerrelations@oneguardhw.com? Thank you for your time and consideration. OneGuard Home Warranties
Apr. 19th, 2021
Verified Customer
Review Source
Janes Goodyear, AZ
A/C has been repaired 5 times and the won’t replace it
4 years ago
Reply from OneGuard
Dear Janes, We would like to offer our personal assistance in the matter. However, we cannot find a OneGuard contract under the name provided. May we please ask you to forward the contract number or property address to customerrelations@oneguardhw.com? Thank you for your time and consideration. OneGuard Home Warranties
Feb. 22nd, 2021
Verified Customer
Review Source
Rob Plano, TX
Restrictions on coverage are many and the customer service is iffy
4 years ago
Reply from OneGuard
Dear Rob, Thank you for taking the time to submit a review regarding your experiences with OneGuard Home Warranties. Providing best-in-class service and the most comprehensive coverage in the industry remains at the forefront of our priorities and we regret the frustration. Please know we are available 24/7, 365 days a year to help in the moment and answer any pressing questions. We also encourage you to forward your contract information to customerrelations@oneguardhw.com for firsthand review. Thank you for your consideration and allowing OneGuard the opportunity to serve you. OneGuard Home Warranties
Feb. 10th, 2021
Verified Customer
Review Source
Anne Hill Phoenix, AZ
Andre in authorization was supposed to have a supervisor call me back.
4 years ago
Reply from OneGuard
Dear Ms. Hill, Thank you for bringing this information to our attention and allowing OneGuard the opportunity to review your situation first hand. It is our constant endeavor to ensure your calls to OneGuard are answered quickly and that your follow-up requests are addressed in a timely manner, and rarely do we falter. Please know a supervisor attempted to contact you on January 30, and left a detailed voice message offering our personal assistance. Please be assured we have confirmed the heating system repairs have been completed. Thank you again for your consideration and allowing OneGuard the opportunity to serve you. OneGuard Home Warranties
Feb. 5th, 2021
Verified Customer
Review Source
Anonymous Carrollton, TX
The answer to a needed repair is too often "that's not covered."
5 years ago
Reply from OneGuard
Dear Anonymous, 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 customerrelations@oneguardhw.com? Thank you for your consideration. OneGuard Home Warranties
Sep. 2nd, 2020
